My family and I faced a highly distressing situation with the agency during a recent tenancy application. I expressed concerns about the automated referencing system, which is known to be unreliable, especially for applicants who do not use open banking or verify income through benefits. Despite my requests for a manual process, which is reasonable under the Equality Act 2010, the branch ignored them and relied solely on the flawed automated system. I suspect that barriers have been intentionally placed to discourage applicants receiving housing benefits, as the process was inconsistent and overly rigid. Even after providing two capable guarantors, the same manual method used successfully for my first guarantor was denied without explanation. Throughout this ordeal, staff were aware of my situation and our intended move-in date, yet miscommunication and procedural obstructions led to losing the property. Additionally, the branch has consistently refused to share the landlord’s contact details, raising serious concerns about transparency. This experience has caused significant stress and emotional harm to my family. I have escalated the matter for formal investigation and compensation due to their lack of fairness and compassion toward applicants on alternative or benefit-based income.
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Connells Limited, trading as Connells Group, is a British estate agency and property services company headquartered in Leighton Buzzard, and a subsidiary of Skipton Building Society.