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Agency's Builder - Poor execution and finish

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Author Topic: Agency's Builder - Poor execution and finish  (Read 81 times)
Posts: 3

I like property

« on: November 07, 2021, 01:50:06 AM »

Hi All,

I hope you're able to give some support.

We have had a bathroom leak which caused the Kitchen ceiling to collapse, we have used our agency's builder that they use to fix the issues however the workmanship is a very poor standard and the finish I just can not believe that he has classed this as complete. We put a new kitchen in to the property 6 months ago and this is what we are left with after the bathroom leak.

Being that we pay the agency a fully managed service, and the work being carried out was by one of their preferred builders ( they have also taken their 20% from the money that we have put up front (4K) I was hoping to get some support from others on this site on what my rights are and how to move forward with this?

Hope someone out there can give some guidance

Kind regards
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Hero Member
Posts: 4330

Abuse Officer

« Reply #1 on: November 07, 2021, 07:29:31 AM »

You'll get sympathy. I don't know about useful support. Your rights will effectively amount to whatever they would be if you'd employed the Builder directly - the Agent is really just that - your Agent, someone who acts in your stead. Indeed, it could be argued - as your Agent has approved the work as being satisfactory - then so have you. Therefore you have no comeback with the Builder directly... which would be unfortunate. In reality you aren't even a customer of the Builder in question. So I think it comes down to what you're hinting at... what's your comeback with your Agent?

Well... just like this Builder appears to be either incompetent, untrained or simply doesn't care about the quality of their deliverables... I can assure you that your Agent will have the same qualities in their own field. But, on top of that, they will consider you a nuisance, a mark, a source of funds that they despise in their own hidden way. That said... escalate, escalate, escalate... is there a Branch, is there a Head Office, do you have before and after pictures that show a clear difference that anyone with a normal head on their shoulders could see wasn't right? What your rights might be will all be detailed in the Terms of Business you signed with the Agent - but you have to expect they'll be mostly one-sided... like "You authorise us to conduct repairs on your behalf using a Contractor of our choice." with little to no comeback.

If you can get some common sense responses... then I think the absolute maximum you'll be able to persuade them to do is to get the Builder back to finish things off properly... at no extra charge. The question is all about "if". I don't see a solution here where the Agent puts their hands-up and says - "Yeah, we cocked-up, we sent the Office Junior around to approve the work and they didn't really know what they were doing." or, even better - "Actually, we never even bothered to inspect the work... and we have no intention of doing so, we trust the Builder and he has told us everything is OK - we're starting to think you're a little high maintenance, we going to increase the amount we charge you for full management."

Follow their Complaints process. Don't just roll over. Hopefully you get some satisfaction.
Jr. Member
Posts: 85

Landlord - always learning

« Reply #2 on: November 07, 2021, 09:17:59 AM »

I agree with all that Hippogriff has said - but need to ask you Dwestbrook, why have you not claimed on your buildings insurance and handled the repair through the insurance company?

Full Member
Posts: 195

I like property

« Reply #3 on: November 07, 2021, 10:19:36 AM »

Ultimately, you need to treat this as a customer service issue.

You are the customer of the agent and part of what you pay them for is the quality of their contractors.  Make your dissatisfaction clear and put the ball in their court to resolve this.

You're unlikely to go as far as the Ombudsman if they don't resolve this satisfactorily.

So you're best off judging them on how they deal with this and dropping them if you don't think they're up to standard.
Posts: 3

I like property

« Reply #4 on: November 07, 2021, 10:37:44 PM »

May I say many thanks to you Hippogriff, HandyMan & Inspector for your replies, I'm guessing we need to talk to the agency and potentially look to move, it all just been a nightmare. Regarding the insurance they will only cover the cost of the ceiling not the pipe work, which is great, but I guess for me it is the execution and the agency that are my big worry, I'm hoping we  can resolve the issues with the builder and get him to look at the finish.

But I do think the one problem is the agency for sure. thank again and if I have any updates I'll pop them on here incase anyone else is in the same predicament in the future.

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