Complaint

After moving into the property, Mr and Miss A (the Tenants) advised the Agent that the television aerial sockets did not provide adequate reception and that they were unable to access the loft space in order to inspect the aerial. The Agent did not respond to the request and Mr and Miss A installed satellite television the following month.

Complaint
Following their withdrawal from the transaction, Mr and Mrs A (the Potential Buyers) complained that the Agent had not divulged the full details of a local farmer’s tenancy claim for occupancy of all of the land attached to the property. Mr and Mrs A said the sales particulars had not included any reference to the dispute, yet the Agent had been aware of the problem six months before they began marketing the property as the farmer’s representative had written to the Agent setting out the claim. The Potential Buyers also asserted that the Agent had failed to divulge the extent of the land that the farmer was
claiming a tenancy on when they asked the Agent a direct question during the first viewing. The Agent acknowledged that they had received the letter, but said that, as it was unclear whether the farmer had any valid claim on the land, they did not include any details in the sales particulars.

Complaint
Mr J (the Landlord) had retained monies relating to advanced rent following the end of the tenancy. As a result the tenants took him to Court where the judge ruled in their favour. During this process Mr J incurred legal costs in excess of £30,000 and, following the judgement, he raised 39 different complaints against the Agent which he considered had contributed to a proportion of those costs arising. The core issue was Mr J’s assertion that
the Agent’s failure to provide all of the prescribed information concerning the deposit to the tenants at the start of the tenancy, had resulted in legal action being taken and his subsequent loss of the Court case.

Complaint

Following the property being let for a year, Miss H (the Landlord) was surprised to receive a demand for a further annual renewal fee when her tenants stayed on as periodic tenants. The Agent ignored her subsequent query and, seven months later, with no further contact, issued a final demand. Following further correspondence being issued to the Agent, Miss H raised a formal complaint.

Complaint

After a 10 year relationship with the Agent, Mr and Ms G (the Landlords) decided to move the management of their two properties to another agent. Mr and Ms G provided the Agent with two months’ written notice of their intention, to which the Agent responded by advising them that they would be liable to pay ongoing renewal fees of 10% of the annual rent on the anniversary of each tenancy whilst the same tenants remained in the properties. The Agent also withheld one month’s rent from Mr and Ms G in lieu the unpaid fees.

Complaint

Miss F (the Prospective Tenant) complained that, after informing the Agent that she was pregnant, they had provided a poor level of customer service by breaching the terms of the holding deposit and discriminating against her by refusing to refund the holding deposit. The Agent argued that the change in Miss F’s circumstances, divulged to them after her offer had been accepted, had inconvenienced them and the landlord, adding that Miss F’s future reduced
income and potential claim for maternity/housing benefit had left the landlord no option but to withdraw from the tenancy.