Landlord support: securing dispute resolution

Property: Foxglove, Welwyn, AL6 0PQ
Service Highlighted: End-of-Tenancy Management and Dispute Arbitration

Background

We were recommended to a self-managing landlord who owned a house in Welwyn. After managing her property for a number of years, the landlord grew increasingly frustrated with her tenants. With notice given by the tenants to vacate, she reached out to us to oversee the re-marketing of the property and opted for full management moving forward.

The landlord hoped to start afresh with new tenants and trusted us to restore the property to its former condition and ensure the new tenancy began smoothly.

The situation

Upon inspection after the tenants vacated, it was evident the property had been left in a poor state:

1. Damage to Fixtures and Fittings:
   • The bathroom cabinets had been painted poorly, with paint spills and visible brush marks.
   • The kitchen door was removed and abandoned in the garage.
   • Over thirteen holes had been drilled into the conservatory frame.
   • The tenants had redecorated certain rooms to a very poor standard.
   • The kitchen worktop was damaged
2. Neglect and Unapproved Alterations:
   • Carpets were left stained and dirty throughout the property.
   • The tenants had replaced the landlord’s fridge freezer with their own, with broken drawers to the freezer.
   • The tenants had removed the landlords curtain poles and curtains.
3. Cleanliness Issues:
   • The house was left unclean, with visible dirt and mess in every room.
   • The windows and conservatory were left dirty.

Fortunately, the landlord had an inventory conducted at the start of the tenancy, providing a detailed record of the property’s original condition. We arranged for a professional checkout report to be carried out to document the discrepancies, ensuring a robust comparison between the property’s state at the beginning and end of the tenancy.

What we did

To resolve the situation and protect the landlord’s interests, we acted swiftly:

1. Engaged with the Tenants:
   We contacted the outgoing tenants and raised the issues highlighted in the checkout report. However, the tenants disputed most of the claims, stating they had a “special relationship” with the landlord that allowed them freedom to make changes to the property. The landlord firmly disagreed with this assertion.
2. Proposed Arbitration:
   Recognising the potential for conflict, we recommended using the dispute scheme’s arbitration service, a fair and unbiased platform for resolving tenant-landlord disagreements.
3. Prepared a Strong Case:
   We worked closely with the landlord to build a thorough and well-documented case, including:
   • Detailed particulars of each claim.
   • Supporting documents such as quotes for repairs and cleaning.
   • References to the checkout report, inventory, and tenancy agreement.
4. Submitted a Comprehensive Claim:
   Unlike a simple submission of evidence, we took the time to articulate the landlord’s case, explaining the obligations outlined in the tenancy agreement and how the tenants had failed to meet them.

Results

The dispute was resolved in favour of the landlord, with the arbitration panel awarding £1,461.04 out of the £1,609 claimed. This significant recovery was attributed to the strength of the evidence and the detailed explanation provided alongside the claim.

With the funds secured, we arranged for the property to be professionally cleaned and the necessary repairs to be completed. This ensured the house was returned to its original standard, ready for marketing to prospective tenants.

Key takeaways for landlords

1. Importance of an Inventory:
   A professionally conducted inventory is vital for documenting the condition of a property and serves as essential evidence in any disputes.
2. Proactive Dispute Resolution:
   Using arbitration services can lead to fair outcomes for landlords, especially when backed by thorough preparation and clear documentation.
3. Value of Professional Management:
   By entrusting us with the process, the landlord avoided the stress of directly handling disputes and ensured a successful outcome.

Ready to protect your property and rights?
“This case highlights the importance of proactive property management and having a team that advocates for your interests. At M A S O N S, your trusted letting agents in Welwyn, we ensure your property is managed professionally and your investment is always protected.”

Contact us today to learn how we can help you secure your investment.