No I haven't, the requirements I put down in my offer were that these things need to be done. I didn't mention that they need to be done before I move in. But once I started discussing the tenancy agreement I asked who'll be managing the property once I move in and found out that it would be the landlord. So given that the agency is no longer interested in the things I requested and they agreed to once I sign the agreement I asked them to prepare the documents to review so they are ready by the time I start the tenancy. And that's where the things started going to and fro. My worry is that once I sign tenancy agreement and pay the rest of the fees I might loose even more money.
If you can't answer my previous question within the service charge I paid already - then please answer it within the one week free trial I signed up to when I paid for your reply.
I answered to you earlier but got no reply. I waited and waited and then tried to contact you again. It must have been lost in transaction. I don't get a copy of my questions via e-mail and they don't appear on this website straight way, I thought you had to review/approve them first. Right, I'll do it again though things changed again.
I spoke to the senior management of the Wimbledon Lauristons. They promised me to sort things out about the paperwork from my offer and refered me back to the progression team I spoke to earlier, they promised that this team should sort it out for me now. I waited for couple of hours for their reply, and I got more frustrated as I was told earlier that I'll have to keys unless I sign the agrement. Any delays will result in me looking for another place or living in the street. I spoke to Shelter while waiting and they advised to do a formal complain and research on redress scheme. I sent a formal complain to the senior management of the agency and requested their redress scheme details. That seemed to speed things up. I got a reply that the paper is being made right at that moment and got the paper BUT the paper is not what I requested, it's not the permission to join me, it's that my patner may join if he presents certain documents and passes employment reference checks. But my patner is not coming onthe work permit, he is coming on the spousevisa. The estate agency is saying they are not going to change that. I know the HomeOffice won't accept it. What they sent to me is not what I requested and discussed with them. I'm worried that I can't get the papers and therefore shouldn't sign the tenancy agrement, and therefore won't get into the new flat... but yet I can't look for a new flat either because I'm bound by the existing agreement.
The agency e-mailed to me that they believe that they have addressed and resolved things in my formal complain. I don't believe they did. After I insisted they sent me their complain procedure which says that if I'm unhappy then the agency can refer my complain to Ombudsman for Estate Agents. But this can only be done if the agency itself didn't resolve my problem within the 8 weeks since my complain. And I don't have 8 weeks, the move in date is this Monday.
I sent a formal complain to the agency today and got a response. I also replied that I'm not happy with the response and not all points of my complain have been dealt with. The senior managment believes they have dealt with it, I believe they didn't.
Do I have to wait for 8 weeks as per agency's complains procedure or can I escalate things further to get it resolved quicker? I either need the papers done or a way out of the agreement. I believe that once I sign the tenancy I won't stand a chance against this agency without a lowyer. All I need is a flat, and I had other options where I was promised the same deal though more expensive. I still have time to contact other agencies but I need this resolved quick. Can I write to Ombudsman myself?
Thank you very much for your reply, you are the best person I spoke to today :) The repairs are not important to me though I found the fact that they can't be done or at least a date-by annoying. The main reason i have to move is the fact that I live in a shared property at the moment. I have a daughter from the previous patner. I'm planning to get married in summer and wish for my patner to join me in the UK. In order to apply for my patner's spouse visa later, and I discussed that with the solicitors already, I'll require a "permission to join" from my landlord. The flat also needs to meet certain criteria, i.e. the rooms sizes have to be more than 50 square feet. I discussed that in person and via e-mail prior to making my offer. Both documents, "permission to join" and "property description with rooms dimensions" were in my offer. I managed to get "property description with rooms' dimensions" after 2 weeks fight as for "permission to join" the agent told me I'll have to add my patner, future spouse, to tenancy agreement. For that reason they ran reference checks on my patner without even telling me in advance. But then, today, they told that my patner can't be added to the tenancy agreement. At first they suggested nothing else instead. After a formal complain they sent me a document which is not a tenancy agreement, not a permission to join as we discussed, but permission to join if "he gets a visa, if HMRC is happy, if he passes reference checks". This will not do for the HomeOffice, the bit about reference checks make this document useless. The agency says that they are not going to let my patner into the flat without adding him to tenancy agreement, and they won't add him to tenancy agreement if he doesn't do employment reference checks. But my patner won't have a job as soon as he arrives. I'd like to take things further and either get the paper or cancel the deal so I can get another place without ending up in the street or in court. Can I take my complain further, to Ombudsman for Estate Agents even though I didn't allow the agency to deal with my formal complain for 8 weeks as per their complain procedure. Can I escalate things further to get the issue resolved without ending up in the street?
The condition on the property was, for the paperwork only, - "permission to join for the patner", "property description document with rooms dimentions". I did explain via e-mail, prior making an offer and paying deposit, that the main reason for moving is so my patner can join me. I got a confirmation via e-mail as well, that this paperwork can be done.
Thank you very much for your reply. You made my day today. I replied to the agents again, forwarded all the e-mails with initial agreements and the offer and I now feel that I reached some piecefull state of mind. Thank you again. I want to be a lowyer too :)
Thank you very-very much. You literally saved me. I only allowed the agency to re-do the paper until midday today and when they didn't reply by midday I demanded a refund saying that I'll complain to property ombudsman if they don't do it. I did explain the difference between what they gave me and what I requested, forwarded all e-mails and documents to show that they promised me a different document at the beginning and that I discussed it with them.
They wrote back to me that they did everything I asked them for and that my only complain is the wording of the letter, and also that I'm trying to get them into some sort of problems with immigration services - not sure how these two can be in one paragraph. But even though I'm totally wrong they'll do a full refund including the costs of reference checks. I don't remember when I was this happy last time. Thank you very much, I wouldn't have done it without you.
The document I asked for is on the gov.uk website and was confirmed by the immigration lowyers I saw earlier this year. The agents either didn't know that or couldn't explain that to the landlady. Whatever went wrong on their side it doesn't matter now. You saved my deposit. Thank you. You also saved me from going into this tenancy agreement. Shelter and CAB told me that I need to sign it and then try to persuade the agency to give me the paper... it would have been much more difficult to get out of the 2 years contract then to return my deposit. And I wouldn't have tried to stand up for myself without you.
I still have 2 weeks, I'll find another flat.