The coastal towns of Walberswick and Southwold, divided by the picturesque Blyth River, possess an enchanting ambiance that appears frozen in time. With their reclaimed salt marshes, flower-filled meadows, and ancient sailing boats and fishermen’s crofts lining Southwold’s charming harbor, one can almost envision John Constable capturing the scene on his easel. Suffolk Secrets, the prominent letting agency in the area, reigns over the holiday market just as Adnams dominates the pub scene with its delightful hop-infused ales. When my family opted for a staycation earlier this year, our plan was to spend four weeks with our extended family in a peaceful location where we could bask in the beauty of the British summer and make the most of activities like cycling, hiking, and swimming. We entrusted Suffolk Secrets to find us the perfect accommodation and, like millions of others, we longed for a tranquility rarely found in the city.
Suffolk Secrets delivered with a well-appointed, relatively new home in the tranquil town of Walberswick, conveniently connected to Southwold via a picturesque bridge. Even my daughter, Jessica, took the initiative to inspect the property during a weekend break in the area, and it seemed ideal. We eagerly paid £10,000 for the four-week stay, unknowingly overlooking one crucial detail.
Upon our arrival in August, eager to begin our vacation, my wife Tricia and I immediately noticed the glaring oversight. The lane leading to our rented property was lined with red-and-white cones, bearing a clear indication of a construction site. Although our initial weekend was blissfully quiet, the idyllic ambiance abruptly shattered on Monday morning and every weekday thereafter. Noise from heavy machinery, including bulldozers, diggers, and lorries, permeated the air, accompanied by the high-pitched safety warnings. The constant rumbling, workmen’s voices, and relentless mechanical hammering became an incessant migraine-inducing nuisance that invaded our every moment. To make matters worse, the expansive construction site for two luxurious homes was positioned right next to our back garden, separated by a flimsy fence. Our vacation had been hijacked by the relentless noise, leaving us with no respite unless we ventured outside.
I understand that my experience may not be unique, as many holiday nightmares often unfold when we are abroad. However, what happens when one is confined to their own home? Who is to blame, and how can we rectify the situation? As we settled into the property, we stumbled upon a letter from East Green Homes, the developer, dated June 5, 2023, addressed to the “Resident.” The letter detailed plans for the demolition of existing structures and the construction of new family homes. Curiously, Suffolk Secrets, the letting agency, and the property owner had never bothered to inform us about this impending construction and the disturbance it would cause. It was only when our son-in-law, Dan, who was listed as the lead renter, contacted Suffolk Secrets to express our discontent that we received a response.
Dan requested a similar home of equal quality and size away from the noise and dust. Although the initial communication with Suffolk Secrets was fraught and unhelpful, eventually, he managed to speak with an executive who showed genuine concern and promised to take action. According to their defense, it was the responsibility of the property owner, whom we had no direct contact with, to inform us of the construction works. It turned out that the owner had some knowledge of the project but was oblivious to the start date, despite receiving a letter from East Green Homes. After several calls, Suffolk Secrets offered a 20 percent refund as compensation, which we reluctantly accepted. While the reimbursement was helpful, it did little to mitigate the disruption to our holiday or the interference it caused with work assignments and important calls.
What is truly disheartening is the way Suffolk Secrets, the letting agents, shirked responsibility and immediately shifted the blame onto the anonymous owner. We have a contract with Suffolk Secrets, yet their dismissive attitude and refusal to acknowledge their role in the situation are reminiscent of the classic English response of “not our job, guv.” This attitude starkly contrasts with the warmth and kindness we have encountered from other residents, local cafes, and shops.
Although the letting agents and owner may not have direct control over the neighboring construction, I believe they have a duty to inform tenants about planned works, especially when the developer has diligently notified neighboring properties months in advance. If we had been informed, we would never have chosen to rent this property. It is worth noting that while disappointing Airbnb rentals often receive swift resolutions through their 24-hour service and feedback system, Suffolk Secrets seems unresponsive and unaccountable, akin to speaking to the wind-swept sand dunes.
A spokesperson from Suffolk Secrets expressed their disappointment and assured us that they were not aware of the building works prior to our stay. They acknowledged the disruption, apologized, and stated that they would inform all future guests about the ongoing works. They offered a choice between a discount, to be highlighted on their website, or the option to transfer the booking to an available alternative property. Additionally, they addressed other concerns raised during our stay and arranged for their managed services team to visit the property. They have offered a 20 percent refund on the total stay, which we have accepted. We will continue to communicate with Suffolk Secrets to determine the best course of action for the rest of our stay, whether it be remaining at the property, returning home and receiving a refund, or relocating to an alternative property.
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