Sep 04,2018
By: 'Much Happier Now I've Moved'
Sep 04,2018
1 people found
this helpful
Me and my partner rented a 2 bedroom property for 4 years with House and Son and had nothing but problems throughout the tenancy. From staff insulting us by calling us messy and dirty tenants to House and Son leaving us in unabitable conditions twice and them trying to charge us extortionate amounts for cleaning at the end of the tenancy. I urge anyone who is wanting to rent in Bournemouth to completely avoid this joke of a letting agents.
The property we moved into was a mess upon arrival, dead flies covering the bathroom ceiling, mould around windows, damp all over the property, kitchen covered in grease, stained carpets, broken and heavily worn furniture, dangerous light fittings and many more issues which we repeatedly reported to House and Son via email, phone calls and during the quarterly surveyor visits, all of which were not mentioned on the inventory. After moving in, we sent in our updated version of the inventory stating all the issues, signed and dated by both myself and my partner which it was later revealed that House and Son had lost this copy.
We paid out of our pockets to redecorate the property so it was a half decent standard to live in and we also replaced or repaired many of the broken and worn items. Despite informing House and Son each time we replaced or repaired something, they still tried to claim that these items were "missing" or damaged during the check out.
After several attempts to get something sorted about the mould, damp and carpets, House and Son decided that me and my partner were responsible for this as we were not allowing for sufficient ventilation throughout the property (which was impossible when the place had 3 single windows and a broken extractor fan in the bathroom for 2 years).
Within the first few months of the tenancy the boiler broke, which meant we were left with no heating, hot water, shower, washing machine. As this happened in December, we informed House and Son immediately who told us someone would be out to fix it ASAP. We ended up being left a whole week without hot water or heating in the middle of winter due to lack of communication from House and Son.
Towards the end of the tenancy the kitchen sink started backing up with sewage from the washing machine and had a huge blockage so it wouldn't drain. Again, this was reported immediately. The entire property began to stink and due to the sewage just sitting in the sink and having no where to wash our dishes. Despite us calling almost everyday to get this resolved, House and Son left us almost 3 weeks with this issue. When someone eventually came to fix it, they apparently told House and Son that the property was a mess and that me and my partner were likely the reason for the blockage. After expressing to House and Son that they had left us with no sink and washing machine for 3 weeks so there is bound to be a fair amount of mess, they started to blame us for everything else wrong with property to the point a staff member outrightly called us dirty tenants which was apparently backed up with the quarterly reports (which was false information as they were sent to us after this and no bad reports were ever made).
After the incident with the sink, we requested a staff member visit the property and see all the damaged themselves. Ryan Poole visited and agreed that the property was clean, aired out (to the best of our abilities) and tidy, yet we still never received an apology for being insulted by staff members.
At the end of the tenancy, Claire Leach agreed that after everything, we would not be charged for the damp and mould, stained and damaged carpets and worn furniture but would need to pay an extortionate amount for cleaning. We waited 12 days for our deposit to be returned (the maximum is 10) and this was returned to the wrong bank account. The property was much cleaner at the end of the tenancy compared to the start but due to House and Son losing our comments on the inventory after move in, there was no way to prove it. We ended up taking her amount to dispute in which they reduced the amount Claire was asking for by over half.

I moved out of the property 3 months ago and I have suddenly started receiving bills for it dated after I moved out. House and Son are now trying to get me to pay the bills for the property after I moved out, so I am still having problems with them even 3 months after leaving the property.

Please do not use House and Son unless you want to have constant problems in your home and want to pay expensive fees and be charged for damages and cleaning which were issues upon starting the tenancy. If you are already with House and Son then take pictures of everything and always get signed copies of anything you give to them as you will be needing it when they try and scam you at the end of the tenancy.
Comment on agent fees
Expensive and not worth it. Check out fees were charged despite no check in.
Was this helpful? Yes
By: Ryan Poole
Sep 04, 2018
Good afternoon, Thank you for your detailed comments regarding your tenancy with House and Son. I have looked through your comments and know the case well, having visited you to inspect the property. The first point to deal with would be the fact that you say there wasn't a check in conducted but then you also say " After moving in, we sent in our updated version of the inventory stating all the issues, signed and dated by both myself and my partner which it was later revealed that House and Son had lost this copy." This is the check in, so for you to say one wasn't carried out is factually incorrect, which I am sure you will agree. The check out fee is clear on the initial information you read and signed when you moved in, so we cannot do anymore than that I'm afraid.

The blockage in the sink was caused by putting fat and food items down the sink and over a period of 4 years the fat had solidified and formed a big ball of fat, which was the obvious cause of the blockage, however we stepped in and agreed to pay for the removal of the blockage. I am not aware of anyone calling you dirty tenants, however they did mention that the apartment smelt of rats/pet odour, which you were keeping in the apartment (with permission) You actually agreed that the apartment smelt of this via email. I visited the apartment and agreed that you had been looking after the apartment and you had redecorated, which I thanked you for. There was also damage to many of the walls, which was a block issue, as there had been several leaks due to a faulty roof. This was reported to the managing agent on numerous occasions but they didn't do anything about it, which is neither our fault or your fault. The carpets did need replacing and the apartment needed redecorating, which is why you were not charged for any of these items. The check out process is one that many tenants do not seem to understand. The check out is carried out by an independent clerk who compiles a report and submits this report to us. We then send it to you for your comments, which is what happened in this case and we will then look at the inventory from when you moved in and decide what areas that are your responsibility. In this case I believe it was just the clean, which was £120.00. This was then sent to dispute and the TDS awarded accordingly. The original inventory you claim was 'lost' was not lost and the TDS make reference to it in their report deciding the final amounts to be awarded to both tenant and Landlord. I will quote the TDS to clarify this position: "In July 2014 the property was professionally cleaned for the start of tenancy. The tenants therefore had an obligation to instruct professional cleaning at the end of their tenancy. The check in report notes the property was generally clean and tidy, although the report contains numerous tenants amendments, most referencing the need for further cleaning. (THE REPORT YOU SAY WE LOST- CLEARLY INCORRECT) Comparing these against the check-out report report findings confirms further cleaning was required, over and above that noted at check-in, especially in the kitchen and bathroom" Please remember that this is a report provided by the TDS and is entirely independent. They decided that you should pay £50.00 in total. You also disputed the check out fee, which was subsequently awarded to us, obvious really, seeing that you had signed paperwork agreeing to pay this charge at the outset of your tenancy.

The TDS issues "guidelines" that the deposit is to be returned within 10 days of the final amounts being agreed. In 99 % of the cases we are well within this time frame but as they are only 'guidelines' there is no penalty for not keeping within the 10 days, however I do apologise for the slight delay.

In regards to the bills you are receiving, you would only be receiving bills for any unpaid amounts due, as the companies are supplied with final meter reads and your forwarding address for this purpose. The bills are your responsibility, so I would suggest you phone them and sort it out, as per your tenancy agreement and stop blaming your letting agent for something we have no responsibility for.

I think it is quite clear that there are several inaccuracies in your review and these have been quite clearly highlighted in my comments above.

It always amazes me that tenants are able to provide such one sided, factually incorrect reviews and potentially damage a business' reputation.

I am sorry if you feel we did not meet your expectations on this occasion but I feel I have given a more 'accurate' side of the story, so people can understand that there are two sides to every story.

Tenants are bound to be upset at the end of a tenancy if there is money being possibly deducted from their deposit but it doesn't give them the right to post inaccurate reviews and 'invent' elements of the process that didn't happen.

I am more than happy to discuss this in more detail if you would like to contact the branch directly.

Perhaps the agencies should start a website reviewing tenants.... probably wouldn't be allowed but would sure be interesting...

it also amazes me that tenants move out of somewhere, leave it in a poor state and expect to receive all of their deposit back.....

Thank you for your review.

We are, as every agent is, the middle man during a tenancy and are always reliant on a Landlords instructions. There were occasions in this particular tenancy when we asked for items to be sorted and the Landlord refused to have them done, which can obviously reflect on us poorly.

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House & Son

Landsdowne House, Christchurch Road Bournemouth

01202 242000

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