WARNING: When you move to UK OR new flat / house ...

Lanwarrior, so sorry to hear of your continuing problems. Dennis has given you some excellent information and advice, I'd just like to second what he says.  It is tempting not to pay the rent, I know, but if you stop you can be evicted very quickly so please do not do that. I really sympathise, because we had a guy banging on our door late at night last week looking for the previous tenant in relation to a bounced cheque.  I really hope you can get this sorted out and you don't end up leaving the UK because of it.  Contacting Citizen's Advice is a good idea, or Shelter who specialise in housing problems. Good luck.

Surely if the landlord has knowingly let a property where the new tenant is unable to get basic utilities connected then the landlord has therefore breached his side of the contract?

Vicky

Surely if the landlord has knowingly let a property where the new tenant is unable to get basic utilities connected then the landlord has therefore breached his side of the contract?

Vicky

I was thinking that at first but I suppose you would have to prove the landlord knew the bills had not been paid.  I think there would be a better argument for frustration than breach but with the way tenancy law is so skewed in favour of the landlord, I would not advise anyone to just stop paying your rent, because regardless of the reason, they can get an eviciton order from the court if you are behind in the rent. 

Lanwarrior, one other thing, check if the property agent belongs to ARLA or any other professional schemes ... if so you may have some recourse there that will be a lot quicker & cheaper than costly legaL action.

Hello all,

Sorry for the delay in replying. I was sick and my cell phone Internet connection has been super bad.

Anyways, this is the current situation, broken down in sections:

Landline and Internet (DSL)
I contacted OfCom for assistance and they told me I will need to tell them the phone number of the previous tenant, otherwise they would not be able to trace and initiate the investigation. However, the person I spoke too was very nice and he KNEW of my situation. He gave me a reference number and said the information is already in his file. Once I have the previous tenant phone number, I can call back and start the investigation.

So I called my landlord’s property management (PM) and ask them to give me the phone number. They don’t have it (surprise..), BUT.. they said they will trace it for me (surprise!!). In 2 hours, they came back with the phone number and the company name -> BULLDOG. Apparently, the previous tenant use Bulldog for both landline and Internet. The PM also told me the service has been cancelled since March 3.

So I called Bulldog and boy, talk about a nasty company! Their 0800 number don’t have an option to talk to a human being and I chose Billing. The person I spoke to were nasty, telling me that I have to send them the tenancy agreement, proof that the previous tenant had moved and it will take 10-20 WORKING DAYS. I said fine, hang up, and called again 5 minutes later. This time I choose “New service”. I spoke with a lady and I told her the whole story and gave her the phone number of the previous tenant. She said “Yep, the phone and DSL service was cancelled, but the landline still OWNED by Bulldog and has NEVER been released back to BT OpenReach”. This is because of the “unpaid bill”. Fine, I told her that I am the new tenant and they must release the line so I can get a landline rental from BT (or any other company). She said she will contact the Finance department to have this done within 2 weeks. When I ask the phone number of the Finance department so I can follow-up within 2-3 days, she won’t give it to me and just told me to call back the same number.

I am going to call back tomorrow and check if they’re really in the process of doing it. If not, I’ll contact OfCom again.

Electricity and Gas
According to Atlantic Gas and Electric (AGE), they will open the service to me and they will perform the switch from EDF and British Gas on my behalf. They will send me a Welcome Package and when I received these, I should call them and give the meter reading. Sounds good for me.

BUT… I received a letter from British Gas today, saying that I need to contact them and provide them with my details since “…[British Gas] is your current supplier.” Otherwise, they will DISCONNECT the gas within 5 working days. Uh oh… I haven’t called them yet, but I hope this is not about “unpaid bills”.

Water
This is the weirdest of all… When I spoke with Thames Water again, they said that Thames Water is in the process of installing meters so they can track the usage for each flat, since my flat is new () This flat is new.. but it’s 3 YEARS OLD. They said “Don’t worry, we’re not going to disconnect you.” They said when they’re done with everything, THEN they will bill me from that point. What is your take on this?

TV License
I received a letter from TV Licensing saying that the TV License has not been paid at my location. I have to pay the full year amount of GBP 131. If I paid the GBP 131, does this mean that I’d have paid the license from March 2007 through March 2008? I just want to make sure I cover all the bases, thanks to the previous tenant action.

Overall, it looks like there is light at the end of the tunnel, but everything is still “pending”. The good thing is that now these companies are willing to work with me now. Bulldog is probably the only one that is playing hardball, but now I have OfCom behind me.

I’ll update everyone soon.

Oh BTW: I just arrived in UK less than a month ago, but I already have 2 bank accounts and a credit card since January (through my company) and “temporary” permanent address for these (my friend’s place). With these, do you think I can open a contract phone? The reason I am asking is because I am using Pay-as-you-go and all these phone calls and Internet activity is costing me a fortune! For the last 2 weeks, I have to top-up more than GBP 200. Since I’ll be making all these phone calls again and perform research on the Internet and will not have landline and Internet (thanks to Bulldog) for the next 2-3 weeks, I want to get a contract phone so at least the cost is reduced.

Glad to hear you are finally making some progress.

Bulldog are the worst!! We used them for about 6 months, that was enough!!

Sounds to me like British Gas don't know you're in the process of switiching supply so I wouldn't worry about anything they send you. I also wouldn't worry about Thames water. Just wait for the bill.  As for the TV License, there should be an umber you can call - just ring & explain you moved in on X date and they will update their records, they send those letterso ut to any address where they have no record of a licencse but once you tell them you just moved there it won't be a problem.

You shouldn't have any problem getting a mobile phone contract, just shop around for a good deal.

By the way, while you are waiting for your internet to be sorted out, find your local library, they usually have free internet acess.

Glad you're finally moving forwards even if it's currently very slowly !

I still can't beleive you are experiencing this - I just thought, there must be some other 'element(s)' which is causing the utility companies to drag their heels as from alot of others including my own as previously posted, the process of putting your name onto bills etc is relatively straightforward.

I was with Bulldog for about a year and during their REALLY crap service time June 04-june05 - I switched from them to Freedom 2 surf and whilst I've been better with these guys I'm now considering switching again. Keep on Bulldog's back, and you'll get somewhere, they have improved since I (and alot of others) were with them - be glad you weren't part of that time in their business when it was very bad!

As for mobile contracts, nip into the various and many mobile phone shops and explain your situation to see if they'll let you onto a contract. Steer clear from the independant type shops and stick to the large operator's shops and places like Phones4u and Carphone warehouse etc etc as you are more likely to speak to people who may have come across this more. Once you get more confidence, you could try a smaller independant shop as they may have specials on etc etc. One trick which I don't know will still work, is that you can offer to pay upfront all the line rental of a contract - if you've paid £200 on topups in the last couple weeks alone, then that's a tad less than paying £20/month for 12 months - not sure if they allow this anymore but worth a try.

free internet?  try this place for listings

http://www.free-hotspot.com/index.htm

I dont know where in London you are, but if you can find a place near you maybe you can logon for free at one of these type places.

Good luck matey!

DtM! West London & Slough UK!

Sounds like you are making some headway.  Bulldog sounds like a real problem.  They were one of the first big commercial providers to provide 8MB broadband a few years ago.  Apparently, they were completely overwhelmed and could not provide good service (customer service or actual internet service!).  A few other companies have struggled as well.

We use Pipex and they seem to be very good.  I recently had a billing complaint where they accidentally overbilled me for a couple months period.  They immediately acted to resolve the problem and gave me a free 1 month.  There are other good Internet companies out there as well, take a look on the web (if you can access it!) and see what customer service ratings they have, essential for broadband service, I wouldn't go on price alone!

In regards to mobile contracts, when we moved over here in 2002 there was a rule that you had to be resident for 3 years before you could get a contract, the only other option was PAYG.  I don't know if that's changed.  Dennis' idea of paying up front for a year may get some headway.  I suspect you don't have relatives here that might be able to open a contract for you?

At least you're making a little progress now. 

So I called Bulldog and boy, talk about a nasty company! {.....}  I am going to call back tomorrow and check if they’re really in the process of doing it. If not, I’ll contact OfCom again.

I have no experience of Bulldog, which by the sound of things is probably just as well.  I'd keep on them, every couple of days if necessary, until something is done.  Don't be fobbed off with excuses, just keep pressing until something is done.

since “…[British Gas] is your current supplier.” Otherwise, they will DISCONNECT the gas within 5 working days. Uh oh… I haven’t called them yet, but I hope this is not about “unpaid bills”.

It could just be that British Gas is the default supplier because nobody has ever switched service at the address to a different supplier.  When the market for both gas and electricity was opened up to competition, anyone who did not specify an alternate supplier just continued to be billed by whatever supplier was the existing incumbent for the area concerned.

They said when they’re done with everything, THEN they will bill me from that point. What is your take on this?

Not sure what to make of the situation precisely, but I understand that actual water disconnections are very rare even in cases of outstanding unpaid bills.  If Thames Water is aware that you are the new tenant and has said that it will be sorted out, I'd just wait for them to change everything over.

If I paid the GBP 131, does this mean that I’d have paid the license from March 2007 through March 2008? I just want to make sure I cover all the bases, thanks to the previous tenant action.

The license should run from whatever day you take it out for one calendar year.  Of course, if you are not actually connected up and watching any broadcast TV yet, there is no legal obligation to get a license, even if you have TV equipment in your apartment.

Hi all,

Just a quick update:

On the electricity and gas, I think we're making progress since AG&E doesn't have any issue and we just received the welcome pack. For British Gas, AG&E just said to register with British Gas and 1 month later AG&E will take over. This is to prevent the disconnection.

On the phoneline, however, I hit a brick wall. OfCom said they can't trace the provider (?? I already KNOW the provider) and told me to "...contact the previous tenant." So I don't bother to call OfCom again and just called Bulldog. This time, they said that they do NOT have any record of my address (and the previous tenant) having service with them, basd on the phone number. I hung up and called again and this time another lady said she saw this account and put it ANOTHER request to free-up the line. I got really mad this time and just being nasty (but.. professional ) She finally gave me a reference number as an assurance that the line will be freed up in 2 days.

So now it has been alsmost 7 business days and nothing happened. I am going to pursue this Friday, but if all else fails, I may have to go through legal course, either deal with Bulldog and move out from the apartment on the ground that I am denied a telephone line.

Anyone know a good lawyer, just in case I have to go to court? I don't think CAB can represent me in court.

I will also contact the media about this. Anyone know the number of BBC or other large newspaper company? I tried to search but since I am connecting via my phone, it keep timing out.

Bulldog have notoriously bad customer service. Just Google 'Bulldog bad customer service' and look at the hits you'll get!

The BBC news probably won't pick this up but you can try their program called Watch Dog: http://www.bbc.co.uk/consumer/tv_and_radio/watchdog/ which has some good tips there as well.

Also, try Tony Levene at The Guardian's Money section. He fields questions every week in a column called Capital Letters (http://money.guardian.co.uk/weekly/story/0,,2035696,00.html). Email him at capital.letters@guardian.co.uk. Obviously they can't guarantee a response to every letter but it's worth a shot!

All,

Just want to give a quick update:

For the phone, I gave up and just paid BT to install the new line. Bulldog gave me the run around everytime I called (no record of your call, Manager not available, etc.) and I never gone anywhere. At one point, the customer service just told me "There is nothing I can do until the account is paid. Goodbye." and hung up on me. My landlord is NOT willing to pay for the new line since he said the line existed, why would he care? He said he's busy because he's doing a lot of surgery (a Doctor?) and can't be bothered with it.

I definitely need Internet at home for my work, but most importantly a working phone for my wife who is on a wheelchair for emergency purposes. My boss is pissed and I am worried about my wife, so I just paid the GBP 124.99.

For the gas, British Gas told me the gas meter number is different than the one given previously. They didn't trust me when I gave them the meter number that I have SEEN with my own eye. I don't know what's going to happen in the next month or so, but a neighbour of mine told me it happened to her and she suddenly got almost a GBP 300 bill and it took here 6 months to clear it up.

For the credit report, a colleague of mine told me it happened with him that the previous tenant didn't pay his bill. WHen he's trying to get a mortgage, he was denied because the credit agency thought he is the same person who didn't pay the bill (the previous tenant)

I don't know if this is bad luck for me or not, but I never dealt with this kind of situation before, even though I've lived in other countries before. It seems that there is no regulations here for the consumer and one can get in trouble for months to come simply because there is no process to ensure the above won't happen. Yes, identity theft happened in the US, but not for minor things such as getting a phone line or having someone identified incorrectly in terms of their credit history because of the same address.

Added to the changes HO have made for a new immigrant (increased fee) and changes in the HSMP scheme that impact those who need to extend their HSMP visa, I feel unwelcome too in this country.

I am not saying UK is a bad country, if I do, I won't moved here. But I am changing my plan now and probably will move back in 2 years time (when my HSMP visa expired).

All in all, thank you so much for everyone's help in this matter. Your advise and kind words help me at least going through the storm.

Hi Lanwarrior

This definitley has been a case of bad luck for you as an individual, but 'caused' by the stupid companies in question. Maybe they've all had a spate of newly arrived people in the country trying to be clever etc and have tightened up or purposely been 'sticking to the book' or whatever, but the overriding thing is 'a new tennant in a property DOES NOT inherit the bad debt from a previous non paying tennant'

I think you've got to do what you have to, having to stump up the £125 for the phone line is wrong, but you have more pressing matters. I'd suggest you try and get as best settled as you can, and then later on take up some sort of recourse, compensation, complaint etc against these companies - at least that way you be able to live/work and have some sort of normality.

I don't blame you in your feelings of being made to feel unwelcome - what you've experienced, anyone would feel the same - however, alot can happen in 2 years - so you never know! you might turn out to like this little dot of an island!

If the gas people didn't beleive you, have a rant at them and tell them to send round one of their readers asap with a camera to prove, and then inform them you'll be looking to see what recourse there is for them implying you were lying - that should 'escalate' your call to the managers at least. With Bulldog, (curse spit!) - take a look at http://www.thinkbroadband.com/
and add your experience in the 'ISP Unhappiness' section and have a look around for the links other people have put in order to get thier complaints fixed/actioned/resolved. I'd also state the fact youre a new arrival in the country and maybe it'll get 'bumped' up in their priority to display/resolve list - also write to bulldog detailing everything so far, and that you'll be looking for legal recourse and publicising your situation with local and even national press in order to portray their customer service.

good luck and let us know how you get on from this point too

cheers! DtM! West London & Slough UK!

Dennis has good ideas. I think it's right that you need to get sorted now but do NOT give up on getting compensated for this down the road. Pls see my above post about Watchdog and Tony Levene. I suspect that Levene would be quite interested in what has happened to you.

All, it seems my luck just went down the hill again... I have created another thread about this, but basically somebody got a hold of my wife's ATM card BEFORE we even received it and her account was cleaned her out!

http://talk.uk-yankee.com/index.php?topic=32954.0

Just a note about the credit rating issue. You can request your credit rating from experian and equifax for a small charge (something like £2). I would suggest to do this regularly, like after a move, that way, you can write to experian and equifax and get anyone removed you have no ties to, such as previous tenants, as an example.   

See experian: http://www.experian.co.uk/

See equifax: http://www.equifax.co.uk/

An excellent book on UK money planning which outlines this and other things is Your Money or Your Life by Alvin Hall.