I'm the sole tenant on an AST. Back in February the agent emailed me about an inspection. I wasn't going to be around so I emailed back saying I wouldn't be available and I don't give permission for entry without me being present, can we rearrange. They acknowledged this in writing and said they'd be in touch to sort a new date.
Fast forward to end of March. They send another standard inspection notice for 24 April. No follow up, no checking it works for me, no acknowledgment of my previous email saying I wanted to be present. I didn't open the email because I'd been prepping for and away on a work trip around that time so was particularly busy.
24 April, 1:45pm. My wife is home alone. She hears someone trying the front door. No knock, no doorbell. Then the sound of keys in the lock for about 30 seconds. She hides behind a door because she has no idea who's coming in and freaking out. A guy in casual clothes walks in, takes a couple of steps inside before he even notices she's there. No name badge, no uniform, no ID, nothing.
She comes to the door and tells him she's not the tenant, wasn't told about any visit, doesn't feel comfortable letting him in. He insists it's been agreed. Shows her a tablet with the property address on it. She asks if she has the right to refuse. He says "yes you can but the tenant will be charged for the visit." She asks him to confirm. He confirms it again.
She rings the agent's office while he's standing right next to her, making eye contact the whole time. The office confirms yes the inspection was planned, yes they gave him the keys that morning, yes it was agreed with the tenant. (It was not.) She feels she has no choice and lets him in. He photographs every room. At one point asks her if she's "house-sitting." and she gives a vague answer as she's not comfortable answering.
After he leaves she calls back and speaks to someone different in lettings. That person tells her if a tenant doesn't reply to an inspection email refusing entry, they automatically treat it as consent and enter the property. As policy.
How serious is this? Thanks in advance.