Star Re-Imburses Tenant Following PCA Intervention
31 January 2025, 13:59
Star Housing Group has reimbursed a tenant over £1,000 after the Property Care Association (PCA) intervened in a complaint.
The tenant, who wishes to remain anonymous, contacted the PCA in January 2023 after Star refused to reimburse them for the cost of replacing a faulty washing machine.
The tenant had rented a property from Star since 2022. In December 2022, the washing machine in the property broke down. The tenant contacted Star and requested a replacement, but Star refused, claiming that the washing machine was not covered under their insurance policy.
The tenant then contacted their local Citizens Advice Bureau, who advised them to contact the PCA.
The PCA investigated the complaint and found that Star was in breach of its tenancy agreement. The tenancy agreement stated that Star was responsible for repairing and maintaining all appliances in the property.
The PCA contacted Star and explained the situation. Star then agreed to reimburse the tenant for the cost of replacing the washing machine.
The tenant said: “I am very grateful to the PCA for their help. I was starting to feel like I was getting nowhere with Star, but the PCA was able to resolve the issue quickly and efficiently.”
A spokesperson for the PCA said: “We are pleased that we were able to help this tenant resolve their complaint. We would like to remind all tenants that they have rights and that they should not be afraid to complain if they believe that their landlord is not meeting their obligations.”
Star Housing Group said: “We apologise for the inconvenience caused to our tenant. We have reviewed our procedures and have taken steps to ensure that this does not happen again.”
Additional Information
The PCA is a not-for-profit organisation that provides independent advice and support to tenants and landlords. The PCA can investigate complaints about housing conditions, repairs and maintenance, and tenancy agreements.
If you are having problems with your landlord, you can contact the PCA for free and confidential advice. The PCA can be contacted by phone on 0845 002 0000 or by email at enquiries@propertycare.org.uk.
Star re-imburses tenant following PCA intervention
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