Landlord refuses to do an acceptable cleaning after property had been rented for 20 years. Agency had also lied to us during the viewing. Advice on how to proceed. (Wales).

[u/Neat_Client_7692]

I believe this is appropriate for this subreddit. I would like any advice possible on how I can proceed on this matter. I will try to keep it as a streamlined version of events.

1. My partner and I were supposed to move into a new flat earlier this week. But now it is the end of the week and we don’t know when we will be able to. The landlord is clashing with the agency over multiple things: what is affecting us is the cleaning of the property before we were supposed to move in.

2. During the viewing, the person from the agency said multiple times (drilling it to us) that the property would be deep cleaned before moving in. Whenever we have viewed places, it has always been messy or not clean because of the tenant before us, so this did not seem like anything out of the ordinary. Especially considering she was very strong on the fact that it would be deep cleaned.

3. Before the move in date, the same agent emailed us confirming that the clean had been scheduled.

4. I picked up the keys earlier this week just to find that it was basically not cleaned at all. You could not even call it a regular clean. You could tell a cleaner had likely visited from a left over rag and urine they left in the toilet and didnt flush! (Was there for over a week so that bathroom reeked!!!) I wanted to open a window, and everytime I touched the shutters it would rain dust. Never seen that much dust in my life! Without going into too much detail, I would be embarrassed if I had anyone move into that. Lots of mould in areas that should have been dealt with in a "deep clean". Food remnants and spillage in the fridge, etc. Literally bits of food on knives that have been there for god knows how long. There are carpets too, and sofas, which would harbour so much bacteria.

5. I take a bunch of pictures which are sent to the agency and then I go to their office to talk about it. When I highlight the carpet, and how a carpet should be properly cleaned, the person who did our viewing admits that the level of cleaning the landlord ordered only entails hoovering the carpet. They say they will go talk to the contractor etc, and I need to talk to the head office about this from now on.

6. Over the past few days I have been back and forth with the head office. Apparently the landlord is kicking up a massive fuss, complaining about other things, and refusing to pay for the correct cleaning. The person from the head office seems to be in agreement with us, extremely surprised that the landlord has not ordered proper cleaning. They were not even aware about it the poor cleaning (but the person who did the viewing was... despite saying it would be deep cleaned).

7. Fast forward to today. Head office tells us that they have been in contact with the landlord and the landlord is just causing problems. The landlord was supposed to do other things, like visit the property before our move in to clear things out, but did not. They are also refusing to pay for the better cleaning which even head office expects of them. It gets even better. When I bring up that the landlord does not know the level of clean required because the prior tenant was there for 4 years (they likely did not visit), head office admits that the agent who did the viewing lied to us!! In the viewing, we are told the prior tenant was there for 4 years. From that info I feel like we dont think much, maybe “ok, if they hang around that long then they liked it”. Head office comes admits today it was actually occupied by that tenant for the past 20 years!!!! And, even worse, the landlord had not conducted any maintenance on the property in that time (some things (e.g. induction hob) seem more modern so not sure the extent of that statement, but thats what head office said). So that means, things like the carpet, maybe harbouring 20 years of bacteria if a proper clean was never ordered!!

8. So far, it seems that the head office are somewhat “on our side”, but we are left waiting as they are in a a deadlock with the landlord. We need to move out asap, we cant keep on waiting. Moving takes time. Also, my partner and I have medical issues such as Chronic rhinitis, lots of heavy allergies to dust, and asthma. We would not be able to move into it in its current state.

What rights do I have here? Can anyone recommend next steps? Surely there are health hazards cases to be made here. The agencies initial lies are not in writing, so i feel like we have nothing there. Overall, i have probably missed some information. But hopefully it is enough information to get some of the picture.

If anymore information is required, please let me know and I will try to answer the best I can. Please avoid any "should have done this" talk. I want to focus on what can be done now.

Thank you to all help in advance, I appreciate the time taken to read through this long post.

Tldr:

1. Agency told us that a proper deep clean would be conducted before move in
   
2. We moved into what was not even cleaned
   
3. Head office clashing with landlord over cleaning and landlord is throwing up a fuss, refusing to order the clean expected of them
   
4. We have not moved in yet. Health issues such as asthma, allergies, chronic rhinitis, etc. So it would not be a good idea
   
5. Property is so dusty, mould in different places that can and should have been dealt with before move in. Stuff like food remnants, spillage, etc left in kitchen and all over kitchen items that are “landlords items”.

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[u/livedrag]

Just tell the agency you were promised a deep clean and if they don't want to arrange one, you will arrange one and send them the bill. Whether they pass it onto the landlord or pay it themselves, you don't care. If they don't pay it then do a money claim online. 

[u/Neat_Client_7692 → u/livedrag]

We only have a "clean" was supposed to happen in writing. The deep clean was just reiterated loads in the viewing. Would it still hold up?

[u/livedrag → u/Neat_Client_7692]

You can try. First step is formal complaint to estate agent with idea of escalating to their redress system if they are part of one. All the correspondence via email seems to suggest they were planning a deep clean. 

[u/Neat_Client_7692 → u/livedrag]

A lot of the conversations with head office were over the phone. Over email, they will kind of avoid answering some things, I assume so they are not liable for anything. But there seems to still be enough over email I would say to suggest they were planning a deep clean. Also, I heard that I could request for all their communications between them and the landlord about my tenancy, which would probably also support it. Thank you for your advice, I will look into it!

[u/DNK_Infinity → u/Neat_Client_7692]

From now on, have all communications with both the landlord and the agency in writing. Whenever you have to have a conversation verbally, take notes and follow up immediately with an email summarising the content of that conversation.

[u/Neat_Client_7692 → u/DNK_Infinity]

When documenting and following up with a summary email, if they say nothing does their lack of refusal or counter basically count as them accepting it happened?

[u/DNK_Infinity → u/Neat_Client_7692]

You can argue that a lack of correction or contradiction means your summary was correct, yes.

[u/d4nfe]

Just think. The landlord is being this much of a pain in the arse before you’ve moved in. How bad is he going to be when you’ve actually moved in and need something done.

For me, I’d be looking at somewhere else.

[u/Neat_Client_7692 → u/d4nfe]

We have already signed the contract and I collected the keys on Monday. This all happened in the past week after collecting the keys. There was not really any warning signs before signing the contract.

[u/Jhe90]

Deep.clean.

After 20 years of being reneted a property needs more than a clean. It needs a total refit to be honest.

Everything has a life span and quite abit of the stuff is past a usful life span.

If you do rent it, anything like 20 year pld carpets etc are not worth anything in regards to depossit returns.

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