I think the easiest thing is to post copy of letter I've drafted. Too much? Sorry for length!
I am writing to complain about the actions of your staff at the Stevenage branch. I was called on Thursday afternoon and was asked when would be suitable times for people to come and view the flat we are currently renting. I said that, as long as we had notice, anytime after 4.00pm on a weekday and anytime on weekends. I reiterated, as long as we were given notice.
My partner received a call on Friday afternoon saying that an agent was at our property, with a family for a viewing. Neither of us knew anything about it and had, in fact, left my son in the house on his own. The agent did not have the courtesy to ring the buzzer located at the communal door, but used her key to let herself in. She then, after knocking on the door and receiving no answer, proceeded to try and enter the property. Luckily, I had instructed my son to leave his key in the door in a certain way which prevents entry from outside, even with a key. I have instructed my son that, should this type of thing occur again, he is to call the police.
The reason I have told my son to leave the key in the door in this manner is because this is not the first time this has happened. I have been home ill and woken up to a workman trying to access the property. Again, with no notice. *When I raised my concerns, stating that my son was sometimes home for short periods of time on his own (he was only ten at the time) I was told not to worry and that the workman had loads of children of his own and was fine! The general attitude of a number of your staff at the Stevenage office is, at best, lacking in common sense and, at worst, bordering on stupidity. I cannot imagine a case where a tenant would be happy for people to enter their property without consent. It is a horrible feeling, not being able to trust the people who hold keys to your property.
I subsequently called a manager at your Hatfield branch, who was extremely knowledgeable and managed to pacify me and agreed that the situation was unacceptable. I was told that the date for the viewing had been confirmed in the diary for the Friday afternoon. The reason I knew that this had not been confirmed with me is that we completed the purchase of our new house that day and it would have been an inconvenient time. Also, as you can imagine, the flat is upside down, due to the impending move, and I would have wanted an opportunity to tidy up.
I am now only willing to accept viewing requests by email and the only confirmation acceptable for the Stevenage office to receive from me are via email. If an attempt is made to access the property again, I will take legal action. There also not to be any viewings without either my partner or myself present. I had previously agreed, on the phone, that we did not need to be present for viewings, but I cannot trust that the staff at this branch would even inform us of the viewings, so I certainly don't want them to proceed without one of us present.
Please try and put yourselves in our place, at the very least, and understand how distressing and stressful it is to be put in this position. I'm sure everyone concerned is of good character, but that is not the point. Anybody coming into our home, without prior consent, is a criminal offence. I understand we are not under any obligation to agree to viewings of the property and will not hesitate to fall back on this if this matter is not taken seriously.
On a side note, I would like to inform you that I do not want the final check on this flat to be made without myself or my partner present. I will not accept any report made on the condition of the property, if the check is carried out without one of us present. I have taken several photos of the property so far, and will continue to do so.
I am writing to complain about the actions of your staff at the Stevenage branch. I was called on Thursday afternoon and was asked when would be suitable times for people to come and view the flat we are currently renting. I said that, as long as we had notice, anytime after 4.00pm on a weekday and anytime on weekends. I reiterated, as long as we were given notice.
My partner received a call on Friday afternoon saying that an agent was at our property, with a family for a viewing. Neither of us knew anything about it and had, in fact, left my son in the house on his own. The agent did not have the courtesy to ring the buzzer located at the communal door, but used her key to let herself in. She then, after knocking on the door and receiving no answer, proceeded to try and enter the property. Luckily, I had instructed my son to leave his key in the door in a certain way which prevents entry from outside, even with a key. I have instructed my son that, should this type of thing occur again, he is to call the police.
The reason I have told my son to leave the key in the door in this manner is because this is not the first time this has happened. I have been home ill and woken up to a workman trying to access the property. Again, with no notice. *When I raised my concerns, stating that my son was sometimes home for short periods of time on his own (he was only ten at the time) I was told not to worry and that the workman had loads of children of his own and was fine! The general attitude of a number of your staff at the Stevenage office is, at best, lacking in common sense and, at worst, bordering on stupidity. I cannot imagine a case where a tenant would be happy for people to enter their property without consent. It is a horrible feeling, not being able to trust the people who hold keys to your property.
I subsequently called a manager at your Hatfield branch, who was extremely knowledgeable and managed to pacify me and agreed that the situation was unacceptable. I was told that the date for the viewing had been confirmed in the diary for the Friday afternoon. The reason I knew that this had not been confirmed with me is that we completed the purchase of our new house that day and it would have been an inconvenient time. Also, as you can imagine, the flat is upside down, due to the impending move, and I would have wanted an opportunity to tidy up.
I am now only willing to accept viewing requests by email and the only confirmation acceptable for the Stevenage office to receive from me are via email. If an attempt is made to access the property again, I will take legal action. There also not to be any viewings without either my partner or myself present. I had previously agreed, on the phone, that we did not need to be present for viewings, but I cannot trust that the staff at this branch would even inform us of the viewings, so I certainly don't want them to proceed without one of us present.
Please try and put yourselves in our place, at the very least, and understand how distressing and stressful it is to be put in this position. I'm sure everyone concerned is of good character, but that is not the point. Anybody coming into our home, without prior consent, is a criminal offence. I understand we are not under any obligation to agree to viewings of the property and will not hesitate to fall back on this if this matter is not taken seriously.
On a side note, I would like to inform you that I do not want the final check on this flat to be made without myself or my partner present. I will not accept any report made on the condition of the property, if the check is carried out without one of us present. I have taken several photos of the property so far, and will continue to do so.