Consumer Rights Expert Slams 'Frankly Ridiculous' Joiner Who Damaged Tenant's Hob
A housing association tenant has been left in a difficult position after a joiner contracted by her landlord caused significant damage to her expensive kitchen hob. The incident occurred while the joiner was working on boxing in pipes around her boiler.
The Incident: Drilling on a Glass Hob
Kim, the tenant, walked into her kitchen to find the joiner drilling directly on top of her glass hob. When she challenged him about this inappropriate work method, he responded with what consumer disputes expert Scott Dixon calls a "frankly ridiculous" comparison: "Don't look, it's like watching people make sausages, you don't want to know what's in them."
Kim immediately told the joiner to leave her property, but the damage was already done. The worker had left three large scratches on her Schott Ceran glass hob, which she describes as "not cheap."
The Compensation Offer: A Low-Ball £150
After speaking with the joiner's boss, Kim was offered £150 as compensation for the damage. However, consumer expert Scott Dixon strongly advises against accepting this amount, noting that organizations often make "low-ball compensation offers dressed up as goodwill without any admission of liability to shut down complaints."
Dixon emphasizes that £150 likely won't cover repairing or replacing the damaged hob, and Kim deserves to be compensated in full for the detriment she has suffered.
Legal Rights Under Consumer Protection Laws
Scott Dixon explains that Kim's legal claim is against the housing association, not the individual joiner. Section 49 of the Consumer Rights Act 2015 clearly establishes that traders must carry out work with reasonable care and skill.
"Drilling a glass hob and trivialising it as 'making sausages' within the context of boxing in pipes clearly fails that test," Dixon states.
Furthermore, Section 57 of the same act makes the housing association legally responsible for the entire job, even when subcontractors are engaged. Dixon stresses that housing associations "cannot dodge liability by saying 'it wasn't us, it was the subcontractor.'"
Expert Recommendations for Resolution
Scott Dixon provides Kim with a clear action plan to secure proper compensation:
- Escalate the complaint to the chief executive of the housing association, as executive resolution teams have greater authority to settle disputes fairly.
- Gather evidence including photographs of the damage, witness statements, and three quotes for repair or replacement from reputable traders.
- Firmly reject any wear and tear arguments from the housing association, as this damage was deliberate and avoidable, not the result of normal use.
- Send a formal letter to the housing association's chief executive with all evidence, clearly referencing Sections 49 and 57 of the Consumer Rights Act 2015, and giving them seven days to respond.
The Small Claims Court Option
If the housing association refuses to provide fair compensation, Dixon recommends pursuing legal action through the small claims court in England or Simple Procedure in Scotland.
"Before you file a claim, send a letter to the chief executive of the housing association with screenshots of the draft court papers," Dixon advises. "Clearly stress that the housing association is in 'breach of contract' and they are responsible for providing you with a remedy."
The consumer expert warns against what he calls "sludge tactics" designed to deny consumers fair remedies. "Don't be fobbed off or feel pressured to accept a low-ball offer," Dixon concludes. "You deserve a fair outcome, so don't settle for anything less."
