Key topic(s) - Broken door and delay repairs
Award
Written apology
Resolved by
Early resolution
What happened?
The complainant said:
- there was an issue with the communal front door which was broken and unable to lock
- the security cameras above one of the front doors was also not working
- these issues affected the leaseholders’ safety because:
- they were at risk of strangers entering the property
- they would be able to access the post room when the door is not locked
- the door is still broken, and it is now over twenty weeks since the complainant sent their initial complaint
The agent responded, saying:
- the complainant had been paid £200 compensation for the issues raised
- the building’s front door was broken for a while, but they did instruct their maintenance contractors, and then outsourced another maintenance contractor, door specialist and lock smiths to provide estimates and deal with the repairs
- the latch and the frame were found damaged by wear and tear and the agent did chase for the work to be completed as soon as possible but they had to wait for certain contractors due to the nature of the issue
- the door and lock have now been repaired
What evidence was provided?
Job sheets, invoices, email communication, photos and videos
What was decided and why?
- The evidence showed that the issues raised with the agent took three months for work to be completed and had previously paid the complainant £200 compensation
- It was clear that the agent had been waiting for the contractors to attend to the property, and could not be held fully accountable for the delay as they were dependent on the contractors’ availability
- While the agent was proactive and attempted to resolve the by instructing contractors to attend and repair the door, the agent should have kept the complainant updated, especially if any work was delayed
- As the complainant had already received a reasonable compensation payment, the agent was asked to send a meaningful apology to the complainant, to complete the complaint
How can you avoid this happening in future?
- Make sure you respond to any issues reported by consumers as soon as possible, even if it to just to let them know you have received it and when you will next update them
- Provide regular updates to consumers about repairing issues, especially if you are relying on contractors and repairs may be delayed
- Always keep communications clear and send them in a reasonable time
