Learn more about early termination in this case study
Key topic: Early termination
Award: Written apology + £100 compensation
Resolved by early resolution
they wrote to the agent requesting an early termination of their tenancy to end on 10 September
initially, the property manager agreed and later said this was not possible
this request was then escalated to the head of operations, who agreed to release the complainant from their contract on 8 October
they asked for a rent refund of the amount already paid which went past the end date
the agent just confirmed the tenancy would end but there would be no rent refund
the agent then later advised, a second time, that they are unable to terminate the contract
the landlord did not give permission to release the complainant from the contract
as the complainant is unable to be released from the tenancy, she remains responsible for paying rent until the end of the tenancy
Contracts and email communication
The evidence showed that the complainant and agent discussed the issue on several occasions
The complainant was in communication with a few different staff from the agency in a short period of time
Ending a tenancy and refunding rent are both outside the authority of Property Redress and are up to the landlord to decide. The complainant was advised to take independent legal advice to explore their options
For the agent’s miscommunication which caused confusion and inconvenience to the complainant, the agent was to send the complainant a meaningful written apology and pay £100 compensation
Before giving a complainant an answer to a query, make sure you have discussed it with the landlord where necessary
Any advice offered should be correct and consistent from all staff members
Make sure all communications are clear to avoid any confusion
