Good Morning Lydia,
Firstly thank you for your feedback, all feedback is always welcome, it allows us the opportunity to respond and add some balance and professionalism to a complaint.
Freezer drawer:- a job was raised by yourself stating that the freezer drawer was broken. I popped round the very same day to take a look. I found the freezer fully frozen with ice, as such, none of the 3 drawers were able to move at all, in your attempts to pull the drawer out, you had snapped off the front. This isn’t a common issue for frozen plastic, as the plastic on freezers are designed to be in a freezer, not forced.
I explained the freezer was over full and frozen up and that keeping fridges and freezers ice free fall under the responsibility of the tenant. I also said allowing a freezer to get so frozen up like that 'could' fall under neglect of property. You seemed offended, so I asked if you thought it was harsh to label the misuse of appliances as neglectful (Dictionary definition - not giving proper care or attention to something). I also said that I wouldn’t inform the landlord that you had raised this job nor charge him a callout for my time, as I wouldn’t want him to pass that onto you, nor want him to think his white goods were being ‘neglected’ by the tenants. After which I showed you and one of the other female housemates who was also present the best and easiest way to defrost the freezer. Information that seemed well received by your fellow housemate.
I can only apologise if you felt offended at my use of the word ‘neglect’, or if you felt that me explaining how to defrost a freezer and keep it ice free was talking to you like a child. It wasn’t my intention.
At the end of your tenancy, when you struggled to source a replacement drawer, I spent about 20 minutes of my time searching for the exact replacement for you, then sent you the the model number. When I checked you out of your room, I even unboxed the freezer drawer front and fitted it for you as you said you were having issues with it so you wouldn’t be charged on the inventory.
Bedroom Door- On checkout you highlighted some damage on your bedroom door, I sent your photos to the landlord as promised, however according to the inventory that was conducted 2 days before you moved in, the door wasn’t damaged and only showed as damaged at the end of tenancy. Unfortunately the landlord and agent have to go by the inventory report which is conducted by an impartial 3rd party company, and these reports show the damage was done after you moved in. This was explained to you numerous times in the emails between the landlord, myself and the other female tenants in the other rooms who were also in agreement with ourselves and the landlord. Despite the other tenants not damaging your door, they kindly offered to split the £20 I quoted to repair the door equally.
When I quoted for the work, I went through both inventories and discounted 50% of items raised as damage as fair wear and tear, and negotiated with the landlord in your favour. We finally got the damage to what was left and the full breakdown quote was supplied to you. The landlord wanted to replace the whole door as its a fire door and its strength now compromised, but I said it can be repaired and advised this as the best option to save you and the other tenants some money on your deposit.
If you felt aggrieved by the decision to be charged your share of £5 to repair your damaged door, as the other female tenants were prepared to cover the other £15, then the landlord offered you on numerous occasions the opportunity to dispute the deduction with the DPS/TDS with your evidence. This is your right as a tenant however you chose not to take him up on that offer.
In conclusion, I hope my response helps you better understand how decisions were made and chosen dialogue was used which you may not agree with or may have been offended by. Regardless, I wish you all the best with your future moves.
BR,
Karl.
