Help Needed Dealing With Foxtons - Living a nightmare for the past year

[hamlet_fan]

Hi,

 

I'm posting here because I am completely at a loss for how to deal with this anymore.

 

Is this standard for dealing with a letting agency? I'm new to living in the UK and I've been treated abhorrently by this agency from day one.  I've reached out to every organisation I can - the council, Shelter, trying to get to the property ombudsman, and the citizens advice bureau. My oven broke last night (Friday) and their solution until someone arrives (Monday) to even inspect the problem, is to buy an air fryer. 

 

This is part of a long list of issues, including my bathtub joist that's rotted out and has broke so my bathtub is now falling into the floor, and has been that way waiting for repair for the last month. Our flat is extremely cold in the winter (due to failing the EPC) and the rising damp throughout the flat has not been addressed even though we've been reporting it consistently for the past year. All they do is send someone to install a dehumidifier for a week.

Every time I need assistance from these people I have to wait on hold each step of the way, my property manager is out of office or they're on another line or I can't speak to them, if I begin an issue with one person at the organisation I get redirected to a new person (and that initial person is now unavailable), or they wait a week to call me back.

It is truly unbelievable the amount of stuff I've had to live with under Foxtons. They wouldn't allow me to move into our property on the first day stated in the lease I signed (after I paid depot and first month) because they didn't do the work to make the property pass the EPC which they had multiple weeks to address. During those multiple weeks I would call them everyday asking for status updates. When the move in day arrived all they could say to me was 'we can't help you'. They didn't even do any work to resolve it in the long run, they just got a new inspector to give the flat a pass.

This company has made my life hell for the past year and unfortunately I am stuck in the lease for now due to their shady letting agent practices.

 

If anyone can please provide me some tangible assistance that would be greatly appreciated. Reaching out to any of these agencies has not brought me any closer to a resolution and my partner and I are beyond our wits end dealing with property issues. I thought a letting agency was held to a higher standard than a private landlord and was supposed to make life easier for a tenant but it appears to be exactly the opposite.

 

I've attached some mold images so you can see what my flat looks like if I don't run a dehumidifier 24/7.

Edited November 15, 2025 by hamlet_fan

[Sue]

I am no expert by any means, but I wonder first if Foxtons belong to any kind of professional (I use the term loosely) body you could complain to, and second, if you have any grounds to take them to the small claims court.

I am surprised and sorry that none of the people you have asked for help could actually help.

To be fair, though, re the oven, they have offered to reimburse you for an air fryer, it is the weekend so probably difficult to get someone out to look at it,  and they seem to be addressing that problem at least pretty promptly?

Do you have a grill and hob and kettle working OK?

Also, is it not the owner's responsibility to address issues such as the mould and the bath?  Shouldn't Foxtons be liaising with them about this? 

Oh, and this is not intended to be a joke - try asking ChatGPT (or similar) what you can do. It saves hours of googling  stuff online yourself.

Edited November 15, 2025 by Sue

[Angelina]

I would ask a solicitor. You may be able to claim compensation. You can speak to Lease free for 15 minutes ( very worthwhile), and a no win no fee Sol.

[malumbu]

Local councils in England have significant powers to take action against unfit housing [and my own words rather than AI - have a duty to take action],

primarily under the Housing Act 2004 and the Homes (Fitness for Human Habitation) Act 2018. These powers are used by environmental health or private sector housing teams and typically follow an assessment using the Housing Health and Safety Rating System (HHSRS)

Here's more details from central government:

https://www.gov.uk/government/publications/homes-fitness-for-human-habitation-act-2018/guide-for-local-authorities-homes-fitness-for-human-habitation-act-2018

If Southwark are not responding, next port of call is your local councilor - having been at MP's surgeries a few times much of their constituency time will be taken up with issues like yours.

The oven thing is just bizarre - reminds me of what landlords would do when I was a student.  

Shelter also provide guidance.  You should serve notice on your landlord, but I'd go to Southwark at the same time

https://www.southwark.gov.uk/housing/private-tenants-and-landlords/private-tenants/your-rights-and-responsibilities/unsafe-and

Others may be able to advise on whether your house has to be licensed.  If you change the title to "advice on unfit rented property" you may get more offering advice.

Finally contact the Waterloo legal advice centre for free advice:

https://www.lawworks.org.uk/legal-advice/individuals/waterloo-legal-advice-service

Lawyers give up their time (pro bono) to help those in particular need.

Good luck and keep this thread updated.

[marctt]

To add,

Ultimately the problems and remedial action go back to the landlord and the agents (Foxtons in this case) have to refer everything back to the landlord and get the landlord's consent to act, including instructing trades to undertake repairs. The landlord may be the underlying problem.

Suggest use the above links and escalate, including sending written notices to both the agents and landlord direct.

The landlord details should be stated in the tenancy agreement.

For complaints / faults, make sure you have a written record including follow up in writing / email on all calls.

Edited November 16, 2025 by marctt