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A question about response time re: no hot water

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107 views 1 replies latest reply: 14 July 2016

I emailed my letting agent, using the address officially given, just a couple hours shy of two working days ago, to inform them that I had no hot water. I followed up this morning with another email and they have still not yet contacted me, not even to say that they’re working on the issue. I don’t see any guide on exactly how quickly they should be responding—just that it must be in a timely manner. I don’t want to over-react, but this isn’t the first time they have abysmally failed to respond in what I feel like is a timely manner to issues. When does it become appropriate to escalate the issue to their corporate offices or another body?

Thank you!


Hi E- for an emergency issue such as no hot water, I would most certanly call them rather than email. There is no guaratee they received your email- it could have gone to their junk/spam folders or could have just been missed. I would always report a major issue by phone and then follow that up with an email so you have a written record. Any issue should be acknolwedged with 1 working day and an engineer should attend to investgate within 3 days (roughly). There is not set timeframe to this but Agents & Landlords alike have a duty to repair issues in a timely manner or else they are in breach of contract. I would call them, report the issue, find out why you havent been updated, get a verified ponbt of contact going forwards and request a schedule and that you are kept updated throughout.

Hope that helps

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