Ignored repairs and poor complaint handling

What happened?

Rashid, a landlord, complained after his letting agent failed to act on important repair and safety issues at his rental property.

The main issues

• Broken oven: The tenant reported a broken oven, but weeks passed with no response from the letting agent. Frustrated, the tenant replaced the oven herself and asked Rashid for reimbursement.
• Gas safety checks missed: Because the agent didn’t inform the landlord about the oven issue or the tenant’s replacement,  there was no confirmation of whether relevant safety checks had been completed.

Safety responsibilities

• The agent’s contract said they would remind the landlord annually to carry out gas safety checks.
• The Ombudsman stressed that agents have a duty of care to ensure landlords are informed of their legal safety responsibilities.

Complaint ignored

• When Rashid made a formal complaint, the agent didn’t respond within the required 15 working days, breaching both their own complaints procedure and The Property Ombudsman’s Codes of Practice.

The outcome

• The agent admitted service failings and had already offered £225 compensation.
• The Ombudsman agreed this amount was fair, as the distress caused was limited but avoidable.

What we can learn

• Letting agents must act quickly on repair issues and keep both landlords and tenants informed.
• Ensuring a duty of care for tenants and landlords is essential, particularly to keep tenants safe in their homes.
• Agents must follow complaint procedures to resolve concerns before they escalate.