A Baptism of Fire for my first letting agreement

By Liam Embleton, Negotiator at Edward Ashdale

"I’ve recently started working as a Negotiator for Edward Ashdale. My first role in the lettings industry.

"After an initial period of training I was out conducting viewings, a process of filtering the good applicants from the bad. My first successful let was a three bedroom ground floor flat in Shortlands and it didn’t go as smoothly as I expected it to. Apparently, not even the Lettings Manager had experienced anything like it before. Problems occurred through the process of moving tenants on the planned date.

"On Friday 18^th September, I had organised two very good applicants, Pawel and Lukasz, an early afternoon appointment to show them around the property. They both work for a large company in the local area and were looking to rent a flat in the Bromley area. Pawel and Lukas showed immediate interest as this flat was exactly what they were looking for. The flat was empty at this time as the Landlord had vacated. We had in fact managed the property two years ago, so the Landlord was no stranger to us and the process. The property was available to be moved into as soon as possible, which was ideal for Pawel and Lukasz as they needed to be out of their current property within two weeks. They requested permission from the owner to redecorate in the same colours as they planned to remain long term. 

"Everything was agreed and a reservation deposit was paid by the tenants. I confirmed with the Landlord the property was now let on the terms agreed and proceeded to carry out the referencing process. The landlord confirmed he was happy to take on these tenants and was looking forward to them occupying the property in two weeks. The proposed tenants were excited and the date for occupation was set with a date of Friday 2^nd October which was perfect for all as they needed to be out of their current property that they were renting by that date. 

"During the week coming up to Friday 2^nd, I had no contact with the landlord despite my attempts to make contact. I couldn’t get hold of him: he was not responding to any of my calls or e-mails. I had to apologise to Pawel and Lukasz, explaining that despite having signed contracts returned from the Landlord-client, he had not authorized the references we had obtained, despite them being rendered ‘good’ and ‘acceptable for the tenancy’. They were not able to collect the keys on the Friday 2^nd, as we had no response from the landlord.

"When I finally got contact from the landlord three days after the agreed move in date, he said that his wife had changed her mind on the proposed tenants and that he now no longer agreed with them moving in. Pawel and Lukasz was not happy with this late decision, not to mention the grief they were having from their existing Landlord. They were telling me they were about to be homeless because new tenants were pressing to move in their own property. 

"My manager in the office became involved and tried to learn from the owner what the delay was or if there were any concerns. Luckily, later on that day the landlord phoned again and told us he had had a further discussion with his wife and agreed to the tenants moving in.

The new date for occupation was Saturday 10^th October, which was going to be a definite! I had to politely speak to Pawel and Lukasz and explain to them the reasons why we had to change the date.

"During that week I made sure everything was prepared, including organizing the inventory and gas safety testing. I could not believe it when we received a telephone call from the gas engineer advising there was no seal on the oven door and no chain on the gas cooking appliance, so he had to fail the gas check. I immediately conveyed this to the Landlord, who refused to accept the gas check had failed and assured me there was nothing wrong with the appliance. We obtained quotes for supplying and fitting a new gas cooker and oven appliance, but the Landlord refused. This ran into a few days, with the tenant continuously chasing to find out what was going on and the Landlord reluctant to do anything. He wanted a second opinion and the same result was found. This meant the tenants were not allowed to move in the next day until the landlord had replaced the cooker, which ultimately delayed the move in date once again by another three days. This caused big problems for Pawel and Lukasz and there was nothing I could do but apologise for the inconvenience of being delayed once again. The Landlord finally conceded after reading the gas engineer’s reports, but decided he wanted to arrange the new appliance, which he did through a local store who were offering an installation deal too, ensuring it met current regulations.

"Finally, on Tuesday 13^thOctober, we finally got Pawel and Lukasz happily moved into the property with all the problems solved. Yet the story didn’t finish there. The Landlord contacted my Manager, saying he had been talking to his wife and after everything that had happened, had decided not to let the property to the tenants. They were going to sell the property instead! 

"The Landlord had signed and returned his contracts. 

"All of the associated tenancy obligations were complete.

"The tenants had signed the Tenancy Agreement and here we were with a Landlord saying we needed to tell them to move out. I was quite amazed, but I was assured the Landlord could not get the tenants out. It was a horrible feeling for me, after all my efforts. Fearing having to tell the tenants and a possible legal battle, the Landlord telephoned later in the day and apologized, saying it was his wife and that he himself was quite happy to proceed!

"I’ve been told to expect many more unusual experiences, which I suppose is part of the job when you are dealing with people that have different agendas."

You can view our earlier posts in our Index here.

Whisky Galore

Our Director Sam Samuel (left, below) and our staff in our Bromley office were very cheerful the other day when some of our clients thanked us. Two were a couple who we had helped to buy their first detached home. 

Nice photo, isn't it? It certainly made our day. Yet estate agency isn't all smiles.

Knowing how difficult property transactions can be, we pride ourselves on our work, on our professionalism. We provide an excellent service for those who use us. Regardless of what our clients are like themselves! For the people we deal with are only human, they are unique, and they are under different pressures. We understand if people are disorganised, grumpy, stressed out, distracted, impatient, or all of those at once. It is our job to provide a professional arm to lean on, to guide people through the choppy waters of selling or buying homes, chains, letting or being let to, and so on.  

It helps, of course, if our clients are as responsive as us, tell us anything relevant that is going on, ensure we know what their needs are and what they are planning. Yet we will happily work with people who are inexperienced in property transactions, who don't like them and who will, try as they might, will never understand them all that well.   

It is, though, good to be appreciated and to work with people who aren't disorganised, grumpy, stressed out, distracted, or impatient. 

The two clients who, as we said at the start, outdid us recently were thanking us. We regularly get thanks from people who give us cards and gifts. These are always greatly appreciated. 

Among theirs and other recent gifts, whisky has been involved, a bottle of Jamesons and of Glenfiddich. The former went to Sam and the latter to Kevin Spires. Naturally, we won't disclose whose has been drunk the fastest, though we can say that Kevin has more left as the Christmas festive period approaches....

Thank you to those recent clients, but gifts aren't what we work for (nice though they are). It is knowing we have done the best we can and that we have achieved something meaningful for our clients.

You can view our earlier posts in our Index here.