Hi, hello again Did the landlord give any indication as to when you could expect to see your deposit back? Er, hope OK to ask, did you ask too?

You say that "they keep on adding surcharges for non payment" Is it that you are paying late, if so, why? Or is that you are not paying at all? If so, what is the sum due and over what period of time does it relate? Also, how long have you lived there, or do you sublet, and what has your track record of payment been like in your time there?

"Formal" consultation covers - Major Works (in broad terms if such costs would be @ $250 per leaseholder) - Long Terms contracts (costs being @ $100 per leaseholder) Various pieces of legislation that led to that to better protect leaseholders - but there are exceptions to these There are also time limits on the recovery of expenditure and the Directors need to comply with the lease and the Mem&Arts of the RMC too. If all this seems like gobbledigook then beware - it CAN be very straightforward, but can prove a headache (and a costly one) when not undertaken properly You say, however, that "I have no problems with the company, directors or the fee really. I am annoyed that I should have been given notice of a rise" I would imagine the Directors are all unpaid volunteers. Hope OK to ask, but why not volunteer your time to help them run your Estate?

In principle, fine, but - first - properly document your concerns, or complaints with the landlord. If you can't prove your ''case'', so called 'facts', arguably, could become meaningless. The cost of defending comments and the risk of failing to do so successfully too, well, that could be an interesting one On a more positive note, anything to take poor landlords - and tenants too, of course - is worth a look see, perhaps... Gumby1979, sorry for asking, but do you have any connection whatsoever with the website you've mentioned?

Found the other thread I mentioned Have a read through http://www.consumeractiongroup.co.uk/forum/showthread.php?288422-advice-needed....-landlord-not-paying-mortgage!!&p=3240213&viewfull=1#post3240213 too although doubtless there are others Hope this all helps in some way and good luck too

Another similar case, perhaps, at http://www.consumeractiongroup.co.uk/forum/showthread.php?289370-Concerned-about-landlord-s-mortgage&p=3248875&viewfull=1#post3248875 although in the case just linked the mortgage company agent has been knocking on the door - which, to my mind, does not bode well ie the mortgage company in the link just given have been in the dark. Sorry for linking one thread to another, but hope some useful information can be shared between the two...

Quick reply now, others should be along soon enough too Have a read through the Shelter info at http://england.shelter.org.uk/get_advice/eviction/repossession_by_a_landlords_lender BUT in short, "Most tenants are in a weak position if their landlord's lender wants to repossess the property. But you may have some protection if your tenancy is binding on the lender" I'm not one for advocating witholding of rent, but in a case like this it is certainly reasonable - to my mind - for you to ask both the Agent AND the Lender direct for clarification as to what is going on. It may well have be the landlord's property (perhaps soon to be past tense, sorry), but it IS your home. There was another similar thread about this recently, have a search for it - and I'll see if I can find it too... Sorry to hear what has happened, but do your research quickly as the wheels for repossesion of the property in cases like this can, apparantly, turn quite quickly...

Only stopping by quickly, but hope the following acts as a 'bump' at the very least In answer to your question it depends on various factors. You have no heating, but have hot water - perhaps via an immersion? Please advise. If you have neither hot water, or heating then, yes, certainly it appears it could be an emergency. One without the other less so, perhaps - but having young children with you in the property means any Agent should, perhaps, be upping their game anyway Have a look at http://www.greatplaces.org.uk/OurOrganisation/PerformanceMatters/Documents/Service%20Standards%20List.pdf (if this is one and the same Great Places) and post again as to how they have performed against their own service standards. Keep it factual, obviously, and polite too - hate to see a thread taken down for any reason Also, once you are familiar with the response times you should be receiving, call the number(s) at http://www.greatplaces.org.uk/ContactUs/Pages/Contactus.aspx - if you haven't already - and post again with the response you get. Keep it polite, firm, but fair. Problems DO arise in sourcing parts and the like and if there really is a problem at their end then they need to offer practical solutions for you, where they can I'm sorry if my reply does not directly answer your question, there are others here who have a better day-to-day working knowledge of Housing Associations than me. Also, for whatever it is worth, private Tenants seem to often get a much more raw deal out of Landlords in terms of response times than Housing Association tenants - so, to my mind, find out what it is that Great Places are supposed to be doing for you by their own standards for you and your family and post again as soon as you can As I say, sorry if this does not directly answer your question, but hope it helps all the same

It's the clause (no pun intended) in the tenancy agreement itself that you need to consider too, should it all not work out. In broad terms (and typing at speed here) the clause should effectively be "no cats, or any other pets allowed, without the prior written consent from the landlord, such consent to be withdrawn at any time at the landlord's discretion". My wording is way off, but hopefully you get the gist.... Also, at the outset, get a quote from a few reasonable, local cleaning companies for undertaking a professional clean for the end of the tenancy - and advise the tenants of the same at the outset too. Again, advise the tenants that whilst it is not your intention to use these companies at the end of tenancy - with such costs will be deducted from the deposit at the end of the term - you reserve your position over this... they leave the property as they found it, fair wear and tear accepted, fine. You need to clean through for any reason, you will employ company X at the tenant's expense...

Do consider too that some landlords would rather serve notice on tenants than actually deal with the issues raised...

Sorry to come in late to a thread Saw your post and started drafting a reply for you, as - hope this is OK - it was as easy to draft a suggested email/letter from you to your Landlord instead, to try and provide a way through this. Perhaps you could let us all know the problems you've experienced with the boiler though, before anything is sent, but this was the draft initially done, which may help... With regards a) and c) too, below, can you post a picture of the window/wall here so we can all comment as to the likely problems - and the type of catch/lock that could, perhaps, be fitted. Make sure you remove anything from the photo that could easily identify you in anyway Same as with d), the boiler, WE NEED TO KNOW MORE HERE, BEFORE CAN SAY ANYTHING, SO - WHAT's THE HISTORY HERE and WHEN WAS IT LAST SAFETY TESTED? THERE'S A LEGAL REQUIREMENT TO TEST THE GAS APPLIANCES ETC EVERY YEAR, PLUS, A DUTY OF CARE TO SERVICE TOO. HAS THIS BEEN DONE? PLEASE ADVISE SO CAN AMEND THE SUGGESTED DRAFT EMAIL FOR YOUR LANDLORD ACCORDINGLY (EDIT - CAPS LOCKS IN ERROR!) The suggested draft is in my 'voice', so you may want to amend it a bit too - on the other hand it may do no harm to send pretty much as it - once we have answers to the two queries, above: "Dear Mr Bob, I've been giving some thought to your recent request to increase my current rent of £650 to £700 pcm. As you know I am on Housing Benefit and, as such, I am not in a position to pay a great deal anyway. I have already spoken with the Housing Benefit Department though. They advise that whilst they cannot review my case until June 2011, they have increased my monthly Housing Benefit claim to @£683 pcm. You should see this increase come through shortly, if you haven't already done so, which I hope is acceptable. Whilst writing I should also be grateful if you could a) Let me know if you are agreeable to my fixing safety catches to the double glazed windows. The windows are not secure and fly open, which is a concern for me, in part, as I have my son with me too. I have yet to find a suitable lock, but once I have done so I will send you the details. I am not in a position to pay for these, of couse, and there is no rent from which I may deduct the cost, so perhaps you could confirm that, in principle, you are agreeable to meeting this cost. I will obviously let you know the likely cost before commiting you to this. b) With regards security, I should also be grateful if you could let me know beforehand when you are to inspect, giving reasonable notice whereever possible, as I need to consider my son. A call, or email, giving 48 hours notice should be fine. If it is not convenient for any reason I will let you know, so that we can arrange an alternative time. c) Around the windows the walls are cracking and coming away, I am uncertain as to why. It may be due to ****, so I should be grateful if you could arrange to attend to this, before any further damage is done to the building. If you do not believe this to be a problem, then fine, but as we are in to the New Year I thought it sensible to bring this to your attention. d) The boiler keeps breaking down .... e) With regards the garage I am not really in a position to pay any additional rent at present. That said, should you have no further need for the garage for the storage of your own effects please let me know - and let me know the likely rental - so that I may consider matters at that time. I do need somewhere to store some of my stuff though, which is why it is in the garden under sheeting. I do try to keep the area tidy, extra costs is an issue too, so should the garage become available at little or no cost please do let me know. f) As you know my garden is 'open', as it backs onto another street and people often cut through my back garden. This really is a problem for me, especially as I have my son with me. Is there any way a fence of some sort could be erected, to stop this from happening? I intend to put a 'wanted' ad on FreeCycle and to speak with friends and family too to see if there are any fencing panels that could be used. If I can find some for free, or at little cost to you, do you foresee any problems in fitting them? It is a long shot, I know, but I should like to get this sorted. Although I do not check my emails that regularly I hope that you can look favourably upon my requests. Yours sincerely," The formality of this is deliberate, but hope it gives some food for thought for you Good luck too

Sorry about this, but it's late, and I think what I gather from your post all you need do is email the Agent and say "Hi Bob, we've been renting now for six months and have just renewed our AST. We've had our ups and downs whilst waiting on repairs and the like, but we like it here and you seem happy enough with us to have recently renewed our tenancy. Two queries still remain though, which to all intents date back to when we first moved in. On reflection a relatively quick way to resolve these seem to me to be: a) Key to kitchen side door This is a worry, as it could well be needed as an exit in the event of a fire, as discussed. The key has never materialised though, so please can your contractor now provide a key, or change the lock and provide a new set. Alternatively, the lock is (NAME THE TYPE - LEVER/YALE/ETC) and B&Q sell a similar lock for £x. I propose to puchase this lock, fit it myself (or have a competant DIY friend do so) and deduct the cost from next months rent. I can drop a spare key off to you when I am next in your office. Please can you confirn you are agreeable to this, so that this worry can now be resolved. b) Alarm The alarm is, perhaps, a little less straightforward to resolve, but may we pursue this on a similar basis to the above? In this instance, however, we will instruct a suitably qualified local contractor to investigate and repair and deduct that cost from the rent. NAME OF SUCH A COMPANY have indicated over the 'phone that the cost could be in the region of £x, again, please advise. That said, I fully appreciate you may wish to maintain links with the current contractor, so perhaps you could confirm your intentions here too. Thanks again, look forward to hearing from you shortly" Does that cover it ?

"Skimping" Not too much offence was intended and it serve me right for typing at speed, as always Still curious as to why an ex-lodger is demanding to see the certificate though. Sounds that there is either some back story here and/or the ex-lodger is a bit of a pain. Wonder if a message will be posted on CAG about this from the other side no pun intended. In the meantime have a look at http://www.hse.gov.uk/gas/domestic/faqtenant.htm#faq4 I'd need to check the original legislation, as the draft letter given in that link appears to be for current tenants to use. At this point in time I do not know the answer to the question, but post the following in the spirit of CAG anyway. The lodger has gone now, so subject to any other issues/comments could be tempted to just ignore the ex-lodger - save if they are that persistant, they may not initially go away Admitting there was no certificate though? Depends on circumstances, to a degree, plus I've heard enforcement has not been as it should have been in the past. Things may have changed since then though. So, whilst honesty is sometimes the best policy, it may (perhaps) require a little misdirection, without being too disingenous. If your mate feels for any reason that he needs to respond, it could be along the lines of, say: "I was forced to rent rooms in my home for a limited period to make ends meet. I'd always had my gas boiler serviced, but hadn't initially appreciated the need for a certificate too. Once I became aware of this I was provided with a gas safety certificate by a suitably qualified contractor. I no longer rent any rooms, however, but should I have rooms available in the future and you wish to return at some later date please be assured that the gas safety testing will be in place, as it is now. Other than that I cannot help you much further, but good luck all the same" Not condoning this, by the way, and I stand by the skimping comment, to a degree, but may be it's time for the ex-lodger to move on here? or, more to the point, "You no longer live here and I no longer rent rooms. I have no wish to become embroiled in any exchanges on this matter, but am curious as to your intentions here - if you wish to pursue this, please explain yourself" Personally, there isn't a lot to go on in your post, but hope this helps all the same. Skimping? I'll be sure to try and avoid saying that in future! It's late though and may need to think on this - and in the meantime someone with up to date knowledge of HSE enforcement might be along shortly too, so, bump

How much of this has been put in writing to the Agent? If not, take photographs of all the damaged areas, then send them a polite email (with photos attached) and simply say something to the effect of: "I moved in to ADDRESS in September and since then have suffered water damage in my top floor kitchen and in to my lounge below. (NAME ANY OTHER DAMAGE DONE ETC) As you will have seen from your inspection and from the photos taken yesterday the damage is quite extensive. Only very recently the contractor also emptied buckets of water from one of the ceilings and I am now very concerned as to whether the flat is safe and if the floor dipping in the middle of the corridor upstairs (above the lounge) is related. My rent is £*** per month and, on the face of it, there has been little substantive action to address these repairing issues. Aside from my having to now consider seeking an appropriate reduction in rent please could you first let me know: a) what you believe the cause(s) of the water ingress to be, b) your timescales for attending to both the external works required, as well as the internal redecoration needed, c) and, above all, especially as this is my first time renting, please can you reassure me in someway that my home is, in fact, safe to stay in. d) although I had not intended to do so I am very concerned about the floor in the corridor and have put a call in the Local Authority to see if one of their inspectors could help check everthing is safe too. I do appreciate the winter weather may not have helped, also, that the inside of the building may take time to dry out before any internal redecoration can commence, and only then after external repairs have been successfully completed. All that aside, however, please will you properly answer my reasonable queries, as it is now moving in to the fifth month since these problems were first reported. I look forward to hearing from you" Yes, there are 'Section 11' repairing obligations and the like, plus, contacting the local Environmental Health Officer at your Local Authority (the 'inspector' referred to above) may get the Agent a little riled, but you really do need this sorted soon now. That said, get the Agent to confirm their intentions (in writing) too and then post back here so we can all review/comment as needed. Also, if you can, post photos of the damage done (removing any info that might identify you to easily) so we can comment on that too, if you wish You may well already have gone done this route, but if not, hope this helps in some way Good luck too (EDIT: Emphasis and draft email changed, plus, be prepared that the Agent may simply serve notice on you in due course. By the way, is your deposit protected? If you are uncertain, don't ask the Agent, just post back here)

I read awhile back elsewhere that enforcement of these issues was not as should be hoped for - but there are still prosections from time to time Get your mate to read through http://www.hse.gov.uk/gas/domestic/faqlandlord.htm for starters - AND get him to up his game too Aside from any other considerations he owes a general duty of care to his tenants. If he's missed the basics of gas safety, what else is he skimping on? Which begs the question, why is the ex-tenant asking after this? Best your mate can do for now is to get it done and, perhaps, ask why it's needed now the tenant has already gone? At least he has then taken steps to address this issue, even if it is a case of after the horse having bolted - which is no defence, but is a start So, why IS the ex-tenant after this now?

The worst thing that can happen? Aside from the 'lodger' doing damage and you being held directly responsible and losing your deposit and more? Aside from YOU wanting the 'lodger' to leave, but finding they will not. Aside from the Agent / Landlord wanting some degree of control over the rental / condition of the property, so being "upset" with you at flaunting the 'no subletting' requirement, so serving notice on anyway? If you wish to sublet why not, perhaps, speak with the Agent and say you wish to find another tenant to share with you and have a new AST prepared in your joint names? Agents and Landlords, in the main, do not want too much uncertainty and tend to remember 'interesting' tenants at time of renewal - either by way of simply serving notice, or increasing the rent, 'as appropriate' (EDIT: "A girl/boyfriend in residence wouldn't raise an eyebrow" Seen some peculiar clauses over the years that try to restrict who stays / the number allowed, so refer back to the AST itself too)

Sorry to come in at the tail end of this With regards the receipt - it does rather sound like the engineer you called Christmas Eve may have just been "the guy on call" and may be trying to pull a fast one on his employer Depending on how strongly you feel about this I'd be tempted to call the locksmith's office direct during normal working hours and simply say 'you called them out on Christmas Eve and need a receipt so you can claim the money back from the landlord' or similar. Keep it very simple and let the locksmith's office do the talking - and see what is said... I mention this due to http://www.direct.gov.uk/en/MoneyTaxAndBenefits/Taxes/ContactOrDealWithHMRC/DG_10010579 and a quick google of 'cash in hand VAT' or similar will bring up plenty of links as to the (hypothetical?) problems that can arise for those take cash in hand, such as that at http://uk.answers.yahoo.com/question/index?qid=20081217034412AAhdq3j As the mistake with the door was the Landlord's and as he gave you no notice of what was going on I'd be tempted to deduct the cost of repair from the rent - having first set it all up in correspondence and having followed much of the advice given above As for the Landlord himself, well, if he is the sort to behave in this way then I'd be thinking what else is doing that is wrong - in terms of how it impacts directly on you, so: a) Do you have a gas supply, or gas appliances? If so, have they been safety tested? There is a legal requirement to check the same every year, it's a criminal offence if not done and carries fines too b) Did you pay a deposit when you moved in? If so, is it protected? If you are uncertain don't ask the Landlord, but post back here and so on... He sounds both unpleasant and not very bright too, so might be worth looking to leave some time soon-ish anyway Good luck all the same though

Quick few thoughts, as typing on the fly, hopfully this doesn't duplicate too much what has already been said - or what you already know: a) Firstly, forums such as CAG can be incredibly helpful. I originally came here for feedback on an entirely unrelated matter and was taken aback, in a good way, at the constructive and very useful feedback I received. This was appreciated then and now - hence why I try to return that favour in some way. BUT there is no ignoring independant, professional, and suitably experienced and qualified legal advice. Especially in cases involving something as important as someone's home. That's not to say don't post here - in part, as it may help others - but DO seek more formal advice too b) Moving on, I've seen Surfer01 posts here and elsewhere and he/she seems to offer sensible, well balanced comments (there, got that out of the way!), but I'd be minded NOT to keep the DD going just for now. You musn't upset the Lender though (well, not too much), as you need them onside, if you can. Instead, advise that the rent is going to be held in a separate account just for now, whilst matters are clarified. You can always state, on a without prejudice basis, that you intend to honour your side of the bargain - BUT that the Landlord's actions have left your parents in an invidious position, so are currently seeking advice, with a view to hopefully resolving this to all parties satisfaction in some ways as soon as you all can c) What else? A Limited Company provides the Directors of said Limited Company with, you probably already knew, 'limited' liability to action against the Directors. Partnerships, professional, or otherwise, and sole traders and the like leave themselves much more open to claims against the owners of the (unLimited) Company. So, I'd be collecting as much information on the pair of 'gentleman'. There may be not that much mileage, as the Mortgage Company will already be seeking to recover what they can from them, of course - which could involve a 'forced sale' as soon as possession is obtained in the months to come, which... d) leaves something else to consider, perhaps, is that the pair may have purchased the property a few years back at significantly less than market value, so the Mortgage Company have less donkey work to do, perhaps, to recover their own loss now - so the property may well be put on the market quite cheaply. Hence you may want to keep things on an amicable footing with the Mortgage Company and their advisors, to keep a foot in the door, so to speak... hope that makes some sense, I'm typing at speed here e) As for the recent repair if this was a Landlord's liability then - with the Mortgage Company's approval, if you can - seek to deduct this from next month's rent May well come back to edit this later, but hope this all makes some sense and helps in some way too

Stories of "sale and rent back schemes" can make for some pretty grim reading, but (and sorry to state the obvious) this is your parent's home after all. So, if you are agreeable, would you be willing to do some digging on the various parties involved here, from the original 'sale and rent back' pair, their own legal advisors and the Mortgage Company too - with a view to appealing to whatever better nature the latter may have. It sounds like they're not going to assist much beyond delaying matters though, which is a start, I suppose, but how knows which way this will play out (edit: save that be prepared for possession being sought - and obtained - at a relatively early date, sorry) In the meantime you need to clarify who now has responsibility for the management of the property - and once you have this then, at the very least, get the Gas Safety brought up to date too Did you get any indication as to how many others are in a similar situation to your parents as a result of all this?

If OK with you, post again when you have had sight of the documents. More than happy to comment again once you yourself know more too - as will others, I'm sure. In the meantime, what date are you working to with regards possible repossession - bearing in mind Lender's wheels may already be in motion? I was typing at speed last night, as I am now, but there were some pointers/questions in my posts, so come back on those too, once you've had sight of the papers, of course... As before, good luck too

Dealing with the possible, imminent repossession aside I hope it also OK to ask how ''good'' a Landlord was the Landlord? If your parents have a gas supply/gas appliances, for instance, were these checked every year, as is legally required? I fully appreciate that this is a side issue in some ways though Once you have read the Shelter and CML links above - and taken whatever other more formal advice you need, it is your parent's home, after all - and dealt with the Lender (not the Landlord) too, you may still need to address these other, day to day 'safety' issues too though Hope all this helps and, as before, good luck

Post above has been edited quite a bit, laptop playing up not helping matters either, hence bump...

Hi, sorry to read of your problems Find out more from the Lender and do so as quickly as you can - and post back here too, of course, if you wish On the face of it it though it seems sadly clear as to what is going on here. So, if you are to deal with the Landlord for any reason (and there seems little point now, to be honest) document everything* First though have a read through http://england.shelter.org.uk/get_advice/eviction/repossession_by_a_landlords_lender and http://www.cml.org.uk/cml/policy/issues/3719 so you can better understand how quickly you may need to move here Sale and rent back schemes get a bad press. I'd imagine you've already been 'googling' this, but links such as http://www.thisismoney.co.uk/mortgages-and-homes/article.html?in_article_id=421501&in_page_id=8&expand=true#StartComments paint a pretty bleak picture - and for whatever it is worth I'm sorry to read how you've all been caught up in this Not sure if CAG allows links, but under the circumstances hope these are all acceptable As quoted in the Shelter link "It is important to be aware that in some cases the court hearing may have already taken place before your tenancy started. If this is the case you will only receive one notice (the second one). It is therefore advisable to take action to delay the eviction as soon as you receive anything in writing. If you cannot work out what stage of the repossession procedure has been reached, get advice (see below)." The bold is my emphasis, as the formal route to repossession appears to have already started, of course, so time may be tight Also, consider what Shelter also has to say, namely "use publicity - local and national media may be interested to hear about tenants who are the innocent victims of repossession. Publicity may encourage the lender to allow you to stay on." I mention this as the Lender may already be quickly on the road to repossessing your parent's home - and may well be given possession at a relatively early date, so, you need them 'onside' for you now. Be reasonable and be seen to be reasonable when dealing with the Lender, of course, keeping it firm, fair - and polite. As you may already appreciate you may need to consider how this could be viewed if you do go public in an attempt to resolve this - so do it all in such a way that you can be seen to be the reasonable little guy in all this, perhaps... Sorry if that all sounds like I'm stating the obvious and no offence is intended, but hope that clear, as I'm typing at speed here... How big a problem is this in your area too? A Landlord knocking on a door makes it seem, on the face of it, a small, localised problem, but you never can tell You have the Landlord's name, I take it, is it a Limited Company? If so, you can also check Companies House direct (online at http://www.companieshouse.gov.uk/toolsToHelp/WCInfo.shtml and for just a few pounds) as to the general state of the Landlord's company itself (state of last accounts, paperwork/filing up to date etc), with (possible) details of their holdings elsewhere contained within all that - ie helps you to judge, perhaps, how big a problem is this for other people generally Also, once you have the names of the Directors of the Limited Company, you can use other services online (for a fee, inevitably) to see what other Company names they may be trading under and see, perhaps, how much of an issue this could be, again, for others elsewhere That said, fully appreciate your priority is to help your parents, but hopefully all this will help others in a similar predicament. Best of luck though and post again when you can - what you post may well help others too, as grim as it is all doubtless is for you and your own family at the moment My laptop is playing up, so I shall sign off for a little while now, but there are several posters here on CAG who seem to be very helpful and will help you out when and where they can - as Stu007, above, has hopefully already shown - in addition to whatever help you get elsewhere Good luck *Document even 'phone calls in some way. I've found MP3 players record conversations very well, if needs must - and whilst I've read elsewhere that the recording is not admissable, I understand that a transcript is. There was a post on CAG previously about this The sad reality here though is that you need to be dealing with the Lender direct now anyway, not the (former) Landlord, as you are unlikely to get an honest answer from the Landlord anyway, of course To my mind, regardless of the Landlord's personal circumstances (they too could have a family to provide for, which is not nice to think about) it still stinks that they come knocking on your parent's door, when, doubtless, they already know your parent's home will shortly be repossessed too Sorry, (minor) rant over Post again when you can and I'm sure those who can offer some help will do what they can

PS Tired, nearly forgot, has anyone mentioned switching the water off and/or beware of burst/split pipes too etc?

I'm a little bemused as to how the HA and the contractor could, on the face of it, have thought it reasonable to leave matters like this... I need to finish for the night, but something seems awry with your friends circumstances. It's been some years since I've had to deal with frozen pipes, so I won't pretend to be an expert by any stretch of the imagination, but a quick google flags up lots of (seemingly) useful links, such as http://www.wisegeek.com/what-is-a-safe-way-to-thaw-frozen-pipes.htm http://www.essortment.com/home/thawfrozenwate_sbwg.htm http://www.acmehowto.com/howto/homemaintenance/plumbing/general/frozenpipes.php http://answers.yahoo.com/question/index?qid=20101223022222AABNfDR etc etc Hope OK to post these links here and, at the very least, they'll be in your email inbox shortly anyway! Reason for mentioning all this? The contractor, on the face of it, appears to have made the most cursory of inspections and also appears to have made no substantive effort to resolve this (what WAS his call out charge for stating the obvious too?!) - and the HA do not appear to have questionned matters here... is bottled water really the only solution, bearing in mind the contents of the links provided? Yes, it's clear things are difficult, what with the winter weather and the Christmas break too, but I'm betting the HA/contractor would not accept this state of affairs in their own homes - so why should your friend? Best of luck and really hope this gets sorted soon now too