I have a dispute with a fairly well-known letting agent, that did not fulfil their end of the contract while i was renting through them. It was a shorthold assured tenancy, and i rented there for 12 months. The service levels were pretty shocking, and they told me this was a 'fully managed property'. I was constantly chasing for repairs to be carried out, some of which were never done, including a hob that tripped the electrics every time you used it. At one point the agent admitted in person that they didnt have the staff levels to manage the property properly and respond to emails/ repair requests etc. The staff were also quite rude and at times abusive - one member actually said to me 'If you don't like it, you can leave'! I have taken this up through the ombudsman, and the letting agent have offered a 'good will gesture' of approx £300 which was underwhelming, but does acknowledge they are aware they were at fault. However, considering the conditions i had to live under and the stress they put me through - (i can't list everything in this post as there's too much) - i think they should be offering considerable more compensation.
I am wondering what my options are as i really think they are getting away with this - I realise part of this may be due to the landlord not responding to their requests to authorise repairs, and i intend to sue him in the small claims court once i close this out, but do you have any suggestions on how i should respond to the ombudsman regarding the offer the letting agent have made or what other options i may have? I have contacted a couple of solicitors but they take a day or two to get back to you.