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Martin & Co
31 Woodins Way
Oxford
Oxfordshire
OX1 1HD
01865 812110
Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
---|---|---|---|---|
Sales | 36% | 33% | £0 | £0 |
Lettings | 60% | 31% | £540 | £2,000 |
From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
---|---|---|---|---|---|---|---|---|---|
3 | 0 | 2 | 12 | 0 | 0 | 0 | 0 | 0 | 2 |
No Properties
Fully managed service.
Last updated on 03/06/2019, 11:57 AM by Bill CooperRent collection service.
Last updated on 03/06/2019, 11:57 AM by Bill Cooper
When the issue with the heating not working was first reported to your property manager, she located the instruction manual for you and provided you with a copy. You asked for help with the meter and she advised you to contact the utility provider directly but also did this for you and provided you with instructions on how to read the meter that she received from your utility provider on your behalf. When you reported that you weren’t sure how to set up the heating in line with the manual, Kate offered to arrange for an electrician to show you and explained that there would be a cost if you wanted this service. You chose not to.
You attended the office again and met with our Branch Manager in office, also called Kate, she explained to you how the heating works in these apartments and advised you to try her instructions and refer to the manual. You mentioned in office that you had had the thermostats on to 30 degrees ‘constantly’ yet the property was still cold. Kate said that if this is the case, it sounds as though there is a fault therefore she would ask the property manager to arrange for an electrician to attend the following day, which she did. Kate also explained to you that by leaving the heating on that high 24 hours a day if it is working, your usage would be high and that you would need to pay for the usage. She advised that if the heating wasn’t working but usage was still high, the meter could be faulty and that they would need to report this to the utility company directly, as no one except them is allowed to interfere with a meter. The tenant said that they would do that.
The electrician who attended the following morning took videos to show that the thermostats were all set to 0 and the window and balcony door were open. The apartment was cold. He showed in the video that when the thermostat was turned up, the red light came on and you could hear the system kick in therefore he did not complete any further checks and instead advised that the tenant needs to use the heating system correctly. The property manager then explained again to the tenants again how to use the system, she attended the apartment to turn the thermostats up to 25 degrees, close the windows and advised the tenants to keep the windows and balcony door shut and to not touch the thermostats overnight. She explained that the Branch Manager would attend the following morning to check the heating had worked overnight.
The Branch Manager attended this morning at around 11.15am whilst one of the tenants was home, and found the apartment extremely warm. She removed her footwear and reported that the floor was warm under her feet and also felt the heat of each floor with the palm of her hand in every room. One of the bedroom floors was not warm therefore she suspected it could be a fault in that room or that the floor wasn’t heating because the temperature of the room has already reached the desired temperature set on the thermostat. She explained again how the system works.
Kate followed up on email following her visit with her confirmation that the heating is working adequately and gave the tenants advice again on how to minimise energy consumption which included setting the temperature to lower than what it is set too currently, given how warm the property is, and advised that they should not turn the thermostats down to 0 allowing the temperature to drop right down, as the heating would then need to heat up from 0.
The tenant has since come in to the office with you to advise that the heating still isn’t working. Kate then explained in person again that she is completely satisfied that the heating is working as she has witnessed this herself just a few hours ago and that the issue has been the tenant failing to use the heating correctly. Having been provided the manual and both the property manager and Kate explaining how the heating system works multiple times as well as offering for an electrician to set it up for them, we do not feel that we could do anymore for the tenants. Should they still feel there is a fault with their meter, they need to phone the utility provider as already explained.