We had a number of difficulties with the estate agents during our move as described below. These complaints were comprehensively detailed (and referenced with emails as evidence) and sent to Alexander Rawlinson by email on the 14th of December. A follow-up hard copy of this letter of complaint was sent within 3 working days of our email. As yet we have had no response from Ludlow Thompson. (Mr Rawlinson emailed my fellow tennant after receiving our initial email only to give an appropriate address where to send the hard copy letter. We have heard nothing from him since.)
As tennants we were extremely disappointed in the service provided to us by Ludlow Thompson for the following reasons:
1. Following acceptance of our offer on the property, we received a draft copy of the¢â‚¬ËœConfirmation to Let' (Appendix 1). We immediately highlighted the numerous errors in the draft including the following:
a) Incorrect move-in date
b) Request for inventory confirmation
c) Proposed tenancy period of 36 months
- Points b) and c) were amended (after five days), but the move-in date remained incorrect. After having to contact the agent (Nathan James) again, we were told to manually correct the ¢â‚¬ËœConfirmation to Let' and fax it through.
- Despite this amended ¢â‚¬ËœConfirmation to Let', (Appendix 2) neither the full inventory nor any of the conditions (new mattresses, new sofa and full professional clean) agreed upon between the agency and us, were met prior to us moving in to the property.
After much email debate (Appendix 3), the amended ¢â‚¬ËœConfirmation to Let', stipulated, as requested by us, a tenancy period of one year with a break clause of 8 months. We now understand that your company misrepresented that the landlord had asked for a 36 month contract when in actual fact she had asked for a 12 month contract in line with our own intentions. We can only speculate this is perhaps to do with the fees due for a longer term let but of course we are not aware of the actual reasoning behind this false statement. Equally, we believe you made the same false statement to the landlord herself about our own intentions. This led to protracted contract negotiation and unnecessary stress.
2. Eight days prior to moving in, Lois Connellan emailed to say that she could not carry out the necessary reference checks until the gas certificate had been received from the landlord. We challenged the fact that this was being carried out so late as it was surely a standard procedure we would have expected your company to have pre-empted after more than a week's negotiations. Despite our urging your company to complete this, the gas certificate was only received on the day we moved in.
By this point, we had carried the responsibility of amending the ¢â‚¬ËœConfirmation to Let'; the reference checks; and gas certificate. Further to this, it was left to us to calculate and question your company how to proceed with payment of our final monies. It goes without saying, that for the administration fee paid, we would expect your company to have carried out these tasks and offered guidance in the responsibilities left to us.
3. As required by law, the energy efficiency certificate should be completed prior to moving in. This was never mentioned in any of our correspondence with your company and we naturally assumed it had been done. However, one week after moving into the property, we received an email (from Lois) stating that this was still outstanding and instructing us to set up an appointment with the energy company to have this carried out. After this was left to us to organise, it was completed two weeks after moving in.
4. On moving in, the Property was not cleaned and not furnished as had been agreed in our tenancy agreement. During this stressful situation, we contacted Nathan who suggested emailing his colleagues who were in fact out of the office until the Monday. Our landlord, on the other hand, accepted responsibility , despite being unaware of the move date and the furniture requirements, and arrived at the house as quickly as possible and took all appropriate action needed. We believe the landlord had not been provided with the tenancy agreement which included our move date.
5. Finally, having set up our gas and electricity suppliers, we recently received bills from Spark energy and when we contacted them, they reported that this had been set up on our behalf by Ludlow Thompson (without our knowledge or consent.)
Not only do we feel that we have in fact carried out most of Ludlow Thompson\'s responsibilities, we also feel that the lack of response to our complaint for this service is an appaling reaction.