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Original poster

Tenant Complaint

21 replies

bellsandwhistles89 · 05/04/2018 16:12

Just wondered if I may be able to get some information.

I have received an email this morning from a tenant whose tenancy finished about 2 weeks ago saying that they are thinking of making a complaint, they have been speaking to Citizens Advice.

We made some deductions from their deposit which we had their agreement on which is in writing. The deposit was held under a deposit scheme and we did a Check In and Check Out.

I am just a little bit confused as to why they are bringing it up now and whether this is even something they can do?

OP posts:

squarecorners · 05/04/2018 16:18

What were the deductions for? do you think they were reasonable? Who did them - you or an agent?

Original poster

bellsandwhistles89 · 05/04/2018 16:25

Ok, tenancy ended on the 31st February and deposit released 2 weeks ago after agreement from all tenants in writing.

Deductions were reasonable and backed up by a detailed Check Out.

OP posts:

wowfudge · 05/04/2018 16:27

What were the deductions for and have they had the rest of their deposit back?

GeorgieTheGorgeousGoat · 05/04/2018 16:28

There is no 31st February!

Original poster

bellsandwhistles89 · 05/04/2018 16:29

They have had the rest of the deposit back.

Deductions were made for breakages, making good walls, cleaning and plumbing cost. All reasonable and also backed up with check out saying excessive wear and tear after a year tenancy.

OP posts:

Original poster

bellsandwhistles89 · 05/04/2018 16:32

Sorry, tenancy ended on the 28th February.

OP posts:

Jon66 · 05/04/2018 16:32

Write back to them saying all deductions were agreed by them in writing and you consider the matter closed. Sounds they have had poor advice from CAB.

PlateOfBiscuits · 05/04/2018 16:43

Is it definitely the deductions they want to complain about?

Do they remember they had agreed in writing?

Original poster

bellsandwhistles89 · 05/04/2018 16:54

They want to complain about the fact that it took a while to replace the fridge/freezer when it broke down and want payment for food going off, which had they brought this up prior to the deposit being returned we would of taken into account.

Also it only took so long to replace because trying to fit into their schedule of when they were home was a nightmare. From being aware of the issue and getting someone out to fix it took a week (KNOW HOW). Then getting a replacement to them took 2 weeks after numerous cancelled and reshuffled deliveries.

I called my letting agent to confirm that all tenants confirmed in writing that they agreed with the deductions which they did.

OP posts:

MonkeyPoke · 05/04/2018 17:15

If they didn't agree to the deductions they should have disputed it before accepting the money, they sound like they are changing their arm!

wowfudge · 05/04/2018 17:21

I don't think they have a leg to stand on.

squarecorners · 05/04/2018 20:08

If it went through the agents it's usually fairly iron clad. The criteria for actually getting your money out of the deposit scheme is fairly high - I agree with others, they're chancing their mitt.

PlateOfBiscuits · 06/04/2018 09:18

Three weeks without a fridge sounds pretty shit though.

’had they brought this up prior to the deposit being returned we would of taken into account.’

If you think this is the case why not send them a goodwill gesture now?

MoreProsecco · 06/04/2018 09:40

The fridge is an entirely separate issue from the deposit.

If they weren't happy at the delay of it being replaced during the tenancy, it should have been raised then.

The deposit scheme is for damages/breakages etc at checkout (compared to check in).

I don't understand why they are contacting you when you pay an agent to manage the property on your behalf. I'd forward it to the agent & let them deal with it.

flumpybear · 06/04/2018 09:46

I'd confirm
With them they'd agreed to the deposit deductions and the matter is closed.
I'd respond to the freezer with the facts that it could have been delivered by x date but due to you being unavailable it was changed x times so feel that if rhey were concerned about food wastage they should have brought it up then - do they have their own u sir ace as they can get food damage cover through that if it's covered

Original poster

bellsandwhistles89 · 06/04/2018 09:58

It wouldnt be ideal and had they said we arent happy with this please refund us some money for the hassle and heres receipts for the food that went off then yes we would of sorted it but nothing was said. Not even when we were going through deposit deductions which I feel would of been the best time to bring it up. Could they claim on their insurance for lost food? Not that I will be suggesting this, I just wondered.

There tenancy however did end on the 28th Feb, at least a month ago. So unless they have receipts, how are we to know whether we will be paying a made up amount. Surely if you end the tenancy, agree the deductions and the deposit is returned then thats the end of it otherwise I could myself go back and charge them extra money. It would go on and on.

OP posts:

MoreProsecco · 06/04/2018 10:08

Exactly. Ignore. Pass emails on to agent.

SlothMama · 06/04/2018 11:28

I've been on the other end with the deposit protection scheme, my landlord tried to wrongly take all of our deposit for a dirty, mouldy house. We both had to submit proof as to why they were unfair trying to claim for what they were claiming for. The scheme took both of our evidence into account and we won.

As long as you have documented evidence you'll be fine.

Original poster

bellsandwhistles89 · 06/04/2018 11:33

@SlothMama but we arent going through a deposit protection scheme, its already been finished with agreement and deposit released.

OP posts:

Original poster

bellsandwhistles89 · 06/04/2018 11:35

They also did still have the freezer which was working.

OP posts:

wowfudge · 06/04/2018 11:58

Ignore - I suspect they haven't been advised by CAB at all. They are trying it on and had plenty of time to address this before moving out.

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