Boiler and Agent Problems

Landlord Expert
By Landlord Expert March 7, 2013 09:10


I would be grateful if you could advise me on this issue.

I am a new landlady and as such asked for a letting agent to manage the property. Once things started to happen with finding a tenant I began to become increasingly unhappy with the agents rather slack approach and this has now reached a new level.

The tenant moved in two months ago and last Wednesday he reported a problem with the boiler. He contacted the agent, who contacted me on the Thursday. I instructed them to send the plumber they use round.

I did not hear back from the agent, despite emailing them on the Friday for feedback, and therefore wrongly assumed that the problem had been fixed as didn’t think they would leave it over the weekend for the tenant to have no hot water.

However, on Monday the agent called with the price that the plumber had quoted saying that it had not been fixed.

I then spoke to the plumber myself and asked how long it would take to fix the problem, to which he replied he could do it the next day (Tuesday). So I said to get it done as I couldn’t have the tenant without hot water.

Tuesday night my tenant text me to say that the boiler was still not working.

This morning I have called the plumber direct again and he said that it was when he left yesterday but would go back this morning and check it.

I have a couple of issues here really:

My first is if my tenant requests money back for the time the boiler was not working, am I at liberty to refund him as the agent was so slack in communicating with me?

If the boiler continues to be a problem, am I able to ask the plumber to speak directly to the tenant?

I fear that as the boiler is over 10 years old now, there may be things that start to go wrong with it further, therefore is there a time limit that the tenant is allowed to have before demanding a new boiler?

I did not sign a contract between myself and the agent, therefore can I remove their services and demand a refund (the tenant paid a year upfront, therefore the agent took a year’s fees up front).

I appreciate your help and thank you in advance.

Kind regards,


Landlord Expert
By Landlord Expert March 7, 2013 09:10

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