Ann's Problem:
Ann moved in to her housing association property 8 years ago and is unhappy with the state of her kitchen. Cupboard doors are falling off and the drawers are falling out.
She contacted her housing association and they sent out a surveyor.
He examined the kitchen and said it was repairable - but that they would have to put different doors on. This would leave her kitchen with a mix of different doors and drawer fronts.
The housing association have sent us some photos and believe this would be an acceptable match. Ann thinks it would make her kitchen look awful, do you agree?
What do you think?
Is Ann right to expect that her lettings company replace ALL the cupboard fronts in her kitchen?
Or is she being unreasonable?
Response from Housing Association:
Following a call from our customer, we inspected the kitchen at this property in September 2008. In the inspector’s opinion the kitchen, while needing repair, did not need to be replaced as the basic structure of the kitchen is still sound.
Our customer was unhappy with the inspection outcome and contacted our Client Services Manager to say she would only accept a full kitchen refurbishment. Another inspector was sent out to the property for a second opinion, and she reached the same conclusion as the first inspector.
Following the visit by the second inspector an order was placed on 1 October 2008 for repair work that included refixing two worktops to base units; supplying and fitting two new drawer fronts and drawer runs as these were bent; renewing hinges to sink unit using hinge plates; supply and fit a new door front as a chunk had been broken off and supply and fit blanking plate to sink unit (fixed drawer front). The works order requested that if an exact match cannot be found for the current kitchen, which is a kitchen finish that is still available, then the replacement cupboard door and drawer front should be found in the nearest possible match.
When our repairs operative arrived to begin the repairs process by taking away one of the kitchen doors to match up the replacement doors etc, the customer refused to allow him in to do this work, as he was not going to replace the kitchen.
The customer mentioned to you that the white finish we were offering to her would not match the remainder of her kitchen finishes as they are wood - however the kitchen finish is with a wood trim only.
We responded to our customer by letter on 25 February 2009 in response to her complaint, in which we confirmed our position. We would encourage our customer to allow us to carry out any necessary repairs to the kitchen until such time as the property is due for a refurbishment.
Your Comments:
From: Lauri in Pennsylvania USA
They should replace every door and drawer front to match, it's only sensible to do it all at once. I'm sure Ann will keep on top of all future repairs. After eight years, they certainly owe her all the doors.
From: Rosie in Potters Bar
What the HA are proposing will look awful. They should replace the door and drawer fronts of all the cupboards so they match. She pays rent so she is entitled to expect a decent kitchen.
From: Ricky in Stevenage
Replace the lot so they all match, you can not have plain and grain, it will not look right. The housing associaion gets enough rent from people, so it wouldn't hurt them to give something back.
From: Robert in Cradley Heath
If the tenant was to decorate the house and only do the patches that needed doing but in a different colour, and then end her tenancy would the housing association be happy with this or would they insist she redecorate before leaving ? i think not.......one rule for one!
From: Alicia in Aylesbury
I think they should just replace the broken ones.
From: Gary in Cheshunt
A Kitchen they replace now, is one less they would have to do later, so why not just get it done. If on the other hand they have the exact same doors/drawers, a quick fix should do the job for now.
From: Chrissie in Bovingdon
Plain White cupboard doors will look horrible, they should replace all of the fronts !!
From: Colin in Great Barford
Its only cosmetic - the kitchen is still functional. Let the housing Association do the repairs. Perhaps the consumer might have undertaken some of the responsibility for the maintenance as owner buyers do.
From: Donna in Leighton Buzzard
I think to replace the parts that are broken with white draws and doors would look dreadful you can quite clearly see that the doors and draws have a wood grain finish to them and plain white would stick out like a sore thumb - why should she have to accept it.
From: Barbara in MK
It looks a mess the Housing Association should replace all, and with matching doors and drawer fronts.
From: Emma in Hemel
I think Ann is being totally reasonable. If you look closely you can see the wood grain effect on the cupboard doors which would look very odd with plain white ones. Would the people at the housing association be happy with a miss match kitchen like that I know I certainly wouldn't!!
From: John - Listening Online in Hong Kong
It surely makes sense to make good this kitchen with equipment fit for purpose.This band aid approach with no consideration for the tenants feelings is in my opinion the main cause of Ann's complaint. The housing association should have one policy and keep their property in a condition that engenders the tenant to feel proud to live in the property.
From: Kirstie in Biggleswade
Just replace the broken ones, it doesn't look that bad.
From: Paul in Sandy
I admit they won't look great but reading the housing associations response they do say it would only be until the kitchen is due for refurbishment. I think they should just replace the doors in pairs on the affected units. until such a time as the whole kitchen is up for upgrading
From: Susan in Baldock
What the Housing Association is proposing would look awful. Would the members of the Housing Association accept this in their own homes? I think not.
From: Becky in Bedford
I think replacement doors and drawers will look horrible. it would be better to re-design kitchin and have a "HAPPY" tenant that will look after their property.
From: Sue in MK
If they can't match them with the same, they should replace them ALL. No one wants mixed color units.
From: Colin in Northampton
Just replace the broken doors.
From: Sandra in Flamstead
If Ann wants all new door fronts then she should offer to pay some towards them - otherwise accept what is being offered - most people have to pay for own kitchens and repairs
From: Mike in Bedford
If you own your own property you can of course choose your kitchen however if you rent you have to take what you get,the housing association can only afford to renovate properties when they really need doing.Why did she exchange if she says the kitchen was poor when she moved in? The Kitchen is not too bad and some simple DIY could put it right.
From: Raymond in Hemel Hempstead
Yes replace all the door and drawer fronts, (it isn't very expensive to do) it looks absolutely terrible the way it is, a real mish mash, horrendous. Wake up Housing people and help this lady.
From: Shawn in High Wycombe
I agree that if the kitchen cupboards are repairable this should be done. If a match cannot be made then other doors/drawers should be made to match also. Although this would cost extra it would not amount to a huge amount. This would save replacing the whole kitchen, recycling the old one whilst coming to a compromise both parties should be happy with?
From: Emma in Knebworth
I don't think plain doors will match, they would look odd beside the old doors with the wooden grain on them. If they can't match the damaged doors to the existing ones then they should replace all of them.
From: Hazel in Hemel
No I dont think she is being unreasonable. She pays her rent and should expect a decent kitchen.
From: Barbara in Bedford
The housing association suggested repairs sound reasonable to me. The doors are after all mostly white, the difference in appearance should not be that offensive. In the current financial situation everyone is having to "make do and mend" to a certain extent. Ann should let the company get on with the repairs, enjoy her refurbished kitchen and move on - continual fretting cannot be good for her continued recovery to full health. I wish her well.
From: John in Hitchin
I would be perfectly happy with white replacement doors.
From: Brian in Colney Heath
If Ann wants all new doors then she should offer to pay a percentage of the costs that the housing association incurs, or pay an increased rent.
From: Lisa in Wheathampstead
I think they should replace all the door an cupboard fronts. The trouble with housing associations and councils these days is they are quick enough to take their rent but very slow to provide a decent standard of accommodation by doing needy repairs!!!
From: Barry in Bedford
Iit doesnt matter if it is a private landlord or a housing association, the property you are given should be repaired to a satisfactory condition by them and odd coloured doors is not acceptable.
From: Susan in Hemel Hempstead
Housing Association should replace ALL doors so they match. I would imagine it is a small kitchen, so not many doors to replace anyway.
From: Irene in Flitwick
Although it's difficult to see in the photos, the door and drawer fronts have a pale woodgrain finish, so replacing only the broken doors with plain white ones would look very odd. After waiting 8 years for the repairs I think the least the housing associaion could do would be to replace ALL the fronts.
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