I have rented five properties thus far, each with different landlords/letting agencies. I would like to think I am a pro at renting now, however there seems to be a lesson to be learnt each time. As we have now fully received our deposit back, I thought I would share my experience of Heritage House and enlighten/warn any future renters.
Our previous apartment in Canterbury was a charm when we first moved in December 2009. DS was only three weeks old then and we had mould issues at our previous flat (which Connells did nothing about) so we had to lose a month’s rent and move into a new property promptly. Because we were moving at an unusual time of year, we managed to haggle our rent down from £700 to £630 a month. This was such a good price for a two bedroom city centre apartment with Whitefriars shopping centre literally seconds away.
The first 10 months of our tenancy was perfect. The lady who initially dealt with our property from Regal Estates was friendly and eager to help. She had empathised with our need for privacy, with a lack of curtains and being on the ground floor, she took our situation and made it her own. She convinced the landlord to pay for our curtains, on the condition that we chose them and DH would install the curtain poles in each room.
She stopped working for Regal not long before the renewal of our tenancy. There was an interim period where we were passed to various administrators and our emails were lost in transition. This is around the time the cistern in the toilet broke and was leaking water. Concerned that our water bills would increase, we contacted Regal on several occasions to alert them of the issue, however this came to no avail. They eventually called a plumber months after we initially emailed them, who did not fix the situation. Many correspondences and visits from the plumber later, our cistern was finally fixed 6 months down the line.
This issue did not end there. Our fresh water and waste water bills arrived soon after, which both had doubled in cost from the same period as the previous year. We raised this issue with Regal, highlighting the section of the tenancy which states the landlord should be liable for any cost incurred by the tenant, due to a fault in which the landlord did not rectify within a reasonable time frame. This was dismissed as they counteracted our claim with their ‘professional’ advice from a plumber, who had spent only five minutes reviewing the toilet. They said we may have had more showers, increased our usage of the washing machine or had more dirty dishes to clean, owing to the fact we have a growing baby. I did not appreciate this attempt to use my baby to subside the issue.
During this meeting I had with the manager of Regal, the new lady who took over my property sat there quietly, almost cowering behind her boss. I spoke off-topic and asked whether it would be possible to have a rolling contract when it came to renew again, to which she responded,
“I am not sure, I would need to ask the landlord. I see you have previously paid 3 months rent up front, I’m not sure if that was because you came from a foreign country?”
Funnily enough, speaking with clear diction in an English accent, I am not a foreigner. I did email this manager later on in complaint of her rude ignorance, incompetence and lack of customer service. Unsurprisingly, she did not respond.
After this occasion, we decided to seek the ‘professional advice’ they were so keen on. South East Water check our external pipes and the toilet, to conclude that they are all in order and it was most probably the broken cistern which caused our overpriced bills. Despite this, Regal have not compensated us for their incompetence, nor have we received an apology.
The next issue we came across was when the lock on our front door broke. DH attempted to dismantle the lock to fix it, ignoring the fact that he is not a locksmith. To no ones surprise, he could not put the lock back together and we had to call Regal to resolve the situation. The locksmith came the following day and spent only a few minutes putting the pieces back together and fixed what had originally gone wrong. We later received a bill from Regal for £35, half of the overall bill, because DH had dismantled the lock. Regardless of DH’s naivety in thinking he could fix the damn thing, the locksmith would have needed to dismantle it anyway. His work was definitely not worth the total cost of the bill. Lesson for the future: If something breaks, do not bother trying to resolve the issue yourself.
I find this whole experience with Regal shocking and cruel. It is despicable how more measures are not made to protect tenants; the tenancy appears to be solely made to safeguard landlords, who have no qualms in manipulating you for your money. I do hope that enough pressure is put on the government to rectify this, as it seems the demand for rental properties are soaring.