On letting the property I was given a ridiculously detailed inventory that took 2 1/2 hrs to check, right down to some nails in the wall. Whoever had spent their time on such minutae had neglected to notice the hole in the roof and the leak from the gutter. In the first week I had to move my possessions out of a storage cupboard and away from another corner until the fault was repaired about a month later. Some items were ruined.The lights in the kitchen are faulty and dangerous, the grill and oven are broken and the shower runs scolding hot, then freezing cold, then stops running altogether. The plumber that came out told me that it was because I was having hot showers and that I should turn the temperature down (basically, have cold showers all year round!) The shower, lights and cooker have been defective for about 7 months. The letting agents have told me I need to find the serial number for the cooker, otherwise it can\'t be fixed. There is no plate with this info on the appliance and no manual in the property. To them, that is the end of the matter. They sent an email that was intended to the landlord, to me, thus contravening data protection and making me rather annoyed as it suggested increasing the rent! Some,but not all, members of staff have appalling customer service skills and speak to paying customers in a rude and condescending manner, often crossing into an aggressive tone. Seemingly it is unreasonable to report faults with the property. On taking the property I was told the landlord would pay for decorating materials if I was prepared to do the work. This has been ignored, but when raised again, I was asked what budget I had! Requests for repairs are ignored and when chased up, they pretend not to know or fain ignorance of the matter. The goalposts often change with different members of staff giving out differing information. One lady told me I could have some compensation, but another told me no in such a way that anyone would think I had asked her to pay out of her own money. I have even been told that I need to be in to deal with repairs as the property is quite far from their office! I recently asked to be let out of the contract early as they are failing to manage the property and are causing me undue stress and inconvenience to the extent that it is preventing me from having quiet enjoyment of my tenancy. I was told that I could pay a release fee, but then received an email saying that I had to pay the rent until another tenant could be found. Yet again, they are contradicting themselves in a consistent display of ineptitude as they blunder blindly around in an attempt to make money out of tenants while failing to provide an adequate service. In 15 years of renting, I have never experienced anything like this. Indeed, I have always had good relationships with letting agents / landlords prior to this. Awful, just awful.
What agent could do to change your mind?
Treat all customers with respect and courtesy, speaking in a professional and polite manner. Honour agreements and keep accurate records of requests. Read correspondence and act on it in a timely fashion. Check emails before sending them (not only to check they are going to the correct recipient, but some proofreading is also needed). Follow your own complaints procedure correctly. Be prepared to travel to properties you manage, or else don\'t take them on if you can\'t manage them as part of your workload. Act on requests for repairs promptly, without needing to be chased. Don\'t be pedantic about truly trivial matters whilst failing to deal with major problems.