Situation 

New tenants moved into a very spacious two-bedroom apartment which had been refurbished throughout. Whilst they were settling into the new home, they unfortunately had a number of issues with the hot water, heating and the electric shower.

Action taken : - Upon receiving a report of the issues from the tenant we acted as quickly as possible as we wanted to ensure that the first impression of their new home was positive and that they had full access to all utility and sanitary necessities. The important thing was that we do everything in our power to rectify the maintenance issues within the same day if at all possible.  Using our preferred electricians and plumbers, we arranged an urgent call out to the property to resolve the electrical fault with the Immersion tank and the electric shower. 

Result : - The contractor determined that there had been a parts failure and a new part had to be ordered which might take a couple of days to arrive. We kept the landlord and the tenants fully aware of the situation and up to date with progress made. The work was duly completed a few days later and we contacted the tenants to ensure that everything was now satisfactory and enquire whether there was anything else that could be done to help them settle into their new home.

While the situation was less than ideal as nobody had foreseen a parts failure early in the tenancy, the tenants were nevertheless extremely happy that we had dealt with the matter quickly and that the contractors had been courteous and resolved the issue expeditiously. 

While is is critically important to us that our landlords are satisfied with our management of their property, it is equally important that we provide tenants with an equally high standard of service. This is what we pride ourselves on.

Feedback from tenant :

"We moved into our flat a few months ago and there were on-going problems with the plumbing and hot water, but the agents have been brilliant getting it sorted. They have tried to get things fixed as quickly as possible. They have been friendly and helpful throughout. It's been so refreshing compared to our experiences with other agents! – Miss J Derry via Google reviews"