Will Property Redress Scheme listen to me?

[goldensophie]

Hi all,

We are due to collect keys for our new rented flat tomorrow, and it now appears the property will be ready as planned. However, the communication from the letting agency throughout the process has been very poor.

We have evidence that they were not honest with us about some critical issues, particularly the timing of vacant possession. During the viewing on 7 January we were assured the previous tenant would vacate by 8 January at the latest. In reality, the flat was still occupied almost three weeks later, which we only discovered ourselves on 28 January.

Throughout that period, the agency repeatedly rescheduled the refurbishment works, telling us the delays were due to “contractor scheduling issues,” without mentioning that the real reason was that the previous tenant had not moved out. As a result, all the works ended up being done in an extremely compressed timeframe, which caused us significant stress and uncertainty. When we asked about the true status of the property, they were almost hysterical.

We haven’t suffered direct financial loss, but we feel the lack of transparency and misleading communication was unacceptable. All we really want is a formal apology and acknowledgement that the communication was handled badly.

If we raise a complaint with the Property Redress Scheme, what are our realistic chances of getting an apology in a situation like this?

Thanks in advance.

Why start off on a bad note? The landlord would probably be much more accommodating if anything goes wrong in the future if you have a good relationship. Are your dates correct as your saw it one day and you expected the tenants to be out the next?

I don't think you have anything to claim for and I don't think you will get very far with the property redress scheme.

Moving is really stressful and I think you are placing more importance on this than you normally would because you are stressed about moving. Something pretty much always goes a bit wrong when you move because there are so many different things going on. This is something to chalk up to experience and forget about.

But they were right, it is ready for occupation on time regardless of what has gone on beforehand. You have suffered no delays or financial loss, so why bother. Better to work with them than against them if they are managing the property going forwards..

Sounds like a big hassle and "starting off on the wrong foot" - what do you want from this? Money? probably no chance. Apology? What does that mean?

Can you clarify that you will be moving in on the original date? If yes then let it go, if no then asking for financial compensation for having to rent elsewhere would be fine.

When we asked about the true status of the property, they were almost hysterical.
Really? Why would anyone be "hysterical" over a rental property except possibly the renter?

I honestly have no idea what your point is here.

The property is going to be ready on the date agreed.

What happened before you move in is absolutely none of your business.

@WinterBlues26They became very defensive when I asked about the true status of the property, likely because they feared it might jeopardise the deal once I know the truth that they are having a problem in achieving vacant posession. Now I am too tired to fight back and the place is decent so I will move in.

@ButterflyfluffIt is because I contributed substantial amount of money on the refurbishment works so I think I had the right to know why they are getting repeatedly rescheduled to an extremely compressed timeline towards the move-in date. They even changed our move-in date and presented it as a decision without explaining the real reasons.

You’re paying for refurbishment works on a rental property? Why are you doing that?

What? Why are you paying for works on somebody else's property?

This is very unusual, why have you paid for refurb of a rental?

I also don’t understand why you keep using the term vacant possession. It’s a rental. You move in by the date of entry your contract states, which appears to be the case.

I don’t think anyone understands why you were paying to refurb rented accommodation, it’s like paying a hotel to do the room up for you.

One, surely your dates are wrong - why would you be told that the tenants would be vacating the property "the following day at the latest" - were they in the middle of moving out when you viewed it?

Two, why are you financing refurbishment work as a tenant? I am an (accidental) landlord and our tenants wanted to paint a bedroom a different colour when they moved in. We said yes, but they had to pay for it themselves as it was just personal preference. Had there been actual "refurbishment/rennovation" work required such as new carpets, windows, kitchen etc because the property needed it then we would paid, but as it was/is our family home then we were already on top of things. What did you finance and why?

Three, presumably you now have the keys - is the property as you expected?

Yeah she said getting the keys today and ready as planned.

it’s really unusual the whole vacant possession. Like she’s buying a rental and paying for the refurb, even saying rhe deal in jeapordy but it’s a rental via a letting agent,

Exactly. They can move out the day before if needs be, as long as the flat is in appropriate condition on handover. When you buy it is most often same day. What renovations have you funded?

What's it got to do with you what goes on in the building before you move in? As long as the refurb is done and the place is empty on your move in date, it's precisely none of your business. They could be using it for sex parties and as long as they cleaned up after themselves, it's FA to do with you. They were probably 'hysterical' because you were being OTT ringing up about irrelevant stuff and now they're braced for you to be a nightmare tenant. The additional detail about you paying for refurb is strange - is it because it's things you requested that they wouldn't have done otherwise? Even if that's the case, it's still their property and you're not buying it so stop noseying at it in advance and expecting communication on things that aren't your business.

Also - no, I don't see what redress you should be getting as you've lost nothing.