Very disappointing handling of an…
Very disappointing handling of an ongoing property issue
I have been dealing with VDBM regarding an ongoing issue involving tobacco odour/smoke ingress at the residential block where I live.
The matter has been raised repeatedly over a considerable period of time, and I have provided information and correspondence concerning the problem. I have also repeatedly sought appropriate investigation of the issue, including asking for the communal area to be inspected while the tobacco odour is actually present.
Unfortunately, from my experience, the response and progress have been extremely frustrating. Despite the length of time the matter has been ongoing, I do not consider that it has been resolved satisfactorily.
More recently, I have asked VDBM for straightforward factual information about inspections undertaken in connection with the reported tobacco odour, including when an inspection took place, who attended, what was observed and whether a contemporaneous written record was made.
I appreciate that managing agents sometimes have to deal with complicated issues involving leaseholders, freeholders and contractors. However, when a resident repeatedly reports an issue affecting their home, I believe there should be clear communication, proper investigation and an adequate written record of what has been done.
Based on my experience to date, I have been very disappointed with VDBM’s handling of this matter.
I will update this review if the issue is properly investigated and resolved.
UPDATE – 4 September 2026
I have now read VDBM’s response to this review and disagree with a number of the assertions made. In particular, VDBM states that its handling of the smoke issue has been “exonerated” by Environmental Health, the Fire Service and The Property Redress Scheme. I do not believe that accurately reflects what those organisations have said. My complaint has never been that VDBM should prevent somebody from smoking within their own flat; it concerns tobacco smoke/odour entering other parts of the building and whether defects, gaps or service penetrations are allowing this to happen. Indeed, independent surveyors have now been instructed to investigate precisely this issue.
I also disagree with VDBM describing this as an “alleged smell of smoke”, particularly given the evidence and attendances that have already taken place. VDBM previously challenged this review on the basis that it was defamatory; the review was subsequently reinstated by Trustpilot. I stand by my review and will not be removing or changing my rating. Based on my experience of how this matter has been handled, if a zero-star rating had been available, that is the rating I would have given.
UPDATE – 30 September 2026
Unfortunately, the issues referred to in my original review remain unresolved.
The smoke-ingress problem at my flat has now been ongoing for approximately 30 months. Despite inspections, correspondence with the managing agents and involvement from professional surveyors, I am still awaiting a satisfactory resolution and a clear timetable for the necessary remedial works.
The matter has now reached the stage where I have written formally to VDBM requesting the full details and service address of the landlord/freeholder and confirmation as to whether VDBM is authorised to accept formal notices on their behalf.
I am preparing to pursue the statutory remedies available to a leaseholder, including the preliminary process associated with an application to the First-tier Tribunal for the appointment of a manager under the Landlord and Tenant Act 1987, should the management failures not be remedied.
It is extremely disappointing that an issue which, in my view, should have been investigated and resolved much earlier has had to reach this stage.
I will update this review again depending on how VDBM and the landlord respond.
Reply from VDBM
We are sorry that you remain dissatisfied with the progress of this matter. However, we do not believe that this review gives a fair or accurate representation of the considerable steps VDBM has taken in response to the concerns you have raised.
Over an extended period, VDBM has responded to your correspondence and attended the property on multiple occasions to investigate the reported tobacco odour. We have also arranged for independent professional surveyors to attend and investigate the matter which, as you are aware were due the day after you decided to post this review. Our client, the Freeholder will consider the findings of that report once it is received.
We take concerns raised by residents seriously and will always investigate matters which fall within our responsibilities as managing agents. We can however only respond on instructions from the Freeholder.
We therefore disagree with the suggestion that this matter has not been properly investigated or that VDBM has failed to respond appropriately. VDBM’s handling of the alleged smell of smoke has been exonerated by Environmental Heath, the Fire Service, and The Property Redress Scheme to whom you have previously complained . As these bodies have said , we cannot stop someone smoking in their flat . We therefore have to find a way of dealing with this whilst complying with our duties as managing agents with regards to the service charge expenditure which could affect all of the leaseholders if this turns out to be a service charge matter.
We and our client remain willing to consider any new substantive evidence relating to the matter should this become available.
