An Email Chain with MCR Homes
You can read reviews on MCR Homes informing about the terrible customer service, that they never respond to emails, or the terrible communication to the point of outright lying to you. But it is hard to explain it in a paragraph on a review website such as TrustPilot.
By adding the Bucks Council in each of the emails (except the first 2 below), I got MCR Homes to answer my emails 3 times!
This is an example of what you can expect from MCR Homes if you make the uninformed decision of becoming a resident of theirs.
The Email Chain
- 10 Feb 2024: Asking MCR Homes about the fire safety concern I have.
- 17 Feb 2024: Asking MCR Homes about the multiple water leaks throughout the building and their consequences.
- 18 Feb 2024: Forwarding the unanswered email to the Fire Brigade and Bucks Council.
- 25 Feb 2024: Forwarding the unanswered email about water damages to Bucks Council.
- 1 Mar 2024: MCR Homes answers to email but doesn't give much information.
- 3 Mar 2024: I promptly answer with a rather long email.
- 8 Mar 2024: The Fire Brigade confirms there are fire safety issues at The Old Works.
- 12 Mar 2024: MCR Homes gives answers, but things don't add up.
- 12 Mar 2024: I promptly (even a bit too fast) answered their email lacking information.
- 19 Mar 2024: MCR Homes says they will refuse to give further information.
- 14 Jun 2024: Urgent Updates | MCR Homes - Crucial work for enhancing the fire resistance of our building's structural components
Public Bodies answers
The Property Ombudsman
Please be aware that it is the landlord's responsibility in accordance with The Landlord and Tenant Act 1985 to make sure the property is correctly maintained and that repairs are carried out in a timely manner. The agent is not responsible because the tenancy agreement is a contract between the tenant and landlord only.
When an agent manages a property on behalf of the landlord, they should pass on messages received from the tenant to the landlord for their attention. They are also required to check on progress and keep all parties updated. However, as the landlord is the legal owner of the property, an appointed agent is required to act upon the instructions received from their client, the landlord.
[...]I would also like to add that the role of The Property Ombudsman Scheme (TPO) is limited to looking at the level of service that has been provided by an agent to a consumer. However, TPO is not a regulator of the lettings industry, or a punitive scheme. Furthermore, we cannot criticise an agent for issues that are beyond their control, and that would include the responsibilities of the landlord.
Trading Standards
We do not provide an advice service and we will not take consumer complaint reports from outside this arrangement with the Citizens Advice Consumer Service. Your message has not been forwarded.
Citizens Advice Consumer Service
We understand from your email that you have issues with the landlord of the property.
As this is not a consumer issue we would not be able to advise, a consumer issue would be in relation to goods you've bought or a service you've received. However, we would advise you to contact our Adviceline service on 0800 144 8848 option 4 as they will be able to help further on this matter.
Council
[NOTHING]
The council was CC-ed in the above email chain. But I believe the council only has limited resources. Even at The Old Works, some people have it worse than I do. I understand the council uses the limited resources it has on the worst cases.
Private Bodies
The person from MCR Homes in the above conversation is a fellow ARLA member (PropertyMark) and an associate at IRPM (Institute of Residential Property Management).
PropertyMark
According to PropertyMark code of conduct, members:
PropertyMark's answer:
I have reviewed our records and confirm that [REDACTED] is a member of our association and is regulated for residential letting and property management.
[...]Having assessed the information, I note you have raised your concerns [REDACTED] lack of response or action with regards to fire safety, the main building door, misrepresentation of the existence of a leak and other issues, but all these matters are block-management related and, therefore, outside of our remit to determine whether a breach has occurred. Moreover, whilst [REDACTED] is a member of our association, the company (MCR Homes) she works or used to work for is not and again outside our remit to engage with them.
[...]I'm sure most ARLA members make the effort to follow the advertised standards, and only a few shed a bad reputation on all of them. This is why I believe something should be done about the bad apples.