The leaseholder complained that a window frame at her flat had been broken by the window cleaner. The window cleaner advised the managing agent that the damage had been caused by the age and dilapidation of the frame and not as a result of his cleaning practices.

The agent advised the leaseholder that under the terms of her lease she was responsible for the repair or replacement of the window. The managing agent obtained two quotes on her behalf – £50 for repairing the window which would require access to her flat, and £350 for the replacement of the window which would require a scaffold.

The leaseholder refused to allow access to her flat and disagreed with the requirement for a scaffold, maintaining that the work could be done from a ladder.

The leaseholder also objected to paying for the work herself, and consequently the agent put it to the vote of the other residents as to whether they would be prepared to meet the cost from their service charges. The leaseholder, however, further objected to the agent’s actions in doing so, saying that she had been treated unfairly.

The Outcome

The complaint was not supported. It was felt that the managing agent had acted reasonably and fairly, and had exhausted all reasonable avenues in attempting to arrange the repair or replacement of the window.