Review Time
We've been trying to resolve the heating and hot water issues for over six months. They have been ineffective in getting repairs done. Now we are involving an ombudsman to recover expenses from several hotel stays just to have a warm shower and some heat. Given the high cost of this unit, one would expect timely repairs.
As an elderly person dealing with this agency, I find their behavior extremely distressing. I feel misled and treated in a way that makes me doubt my own understanding, even though I know I have clear rights under my agreement. They do not explain matters honestly, and issues I raise are being delayed rather than resolved. This is particularly upsetting given my health issues, and I feel taken advantage of rather than supported. I strongly urge anyone, especially older or vulnerable individuals, to educate themselves, keep records of everything, and seek independent advice when dealing with this agency. Based on my current experience, I would not recommend using their services.
I would rate zero stars if I could. Their conveyancing service is utterly incompetent. Even my estate agent manager has admitted he is overwhelmed with issues concerning their 'in-house conveyancing.' My solicitor has misled me regarding inquiries, and I am currently six months into the selling process, having raised a formal complaint due to their sheer incompetence, with no idea how much longer they will drag out the process.
My experience with this agency has been the worst I've had with any property management service. I encountered constant mistakes, incorrect fees, poor communication, and a complete lack of professionalism. Despite paying full fees, I received erroneous statements, unclear charges, and conflicting information. Even basic tasks like issuing a correct invoice or accurately calculating fees turned into a long, exhausting process. What made it worse was the culture of deflection. No one took responsibility for anything. I was endlessly passed between different representatives, each blaming the other while nothing was resolved. Emails went unanswered, calls were not returned, and service standards were consistently poor. Even the services I paid for, such as cleaning and inventory, were unsatisfactory, forcing me to intervene personally to maintain the property for my tenants. This agency added no value to the management of my property; instead, they created more work, stress, and unnecessary financial loss. I have now escalated the matter to the Ombudsman, who is still investigating — a lengthy process due to the volume of issues involved. If you are a landlord considering this agency, I strongly advise against it. They are unprofessional, unreliable, and not fit for purpose.
Do not ever use this company. I moved out of my rented property over four months ago, and they haven't returned a single penny of my deposit despite the property being spotless when I left. They have no issue putting a disabled young woman out of pocket for over £1600. Anyone in their lettings department should be ashamed to work there.
My experience as a tenant has been terrible from the start. They are unprofessional, unresponsive, and consistently fail to carry out repairs. Long wait times are common, and when contractors are sent, they are often ineffective, with about 90% of the time not actually resolving the issues. This leads to repeated complaints without resolution. They also make false claims that are not valid within the tenancy agreement and shift blame onto the landlord. In many cases, the landlord may not even be aware of the issues. My advice to any tenant is to communicate directly with your landlord. Their address should be in your tenancy agreement, and if not, you can legally request it — this agency must provide it. Document everything, including photos, videos, and emails, as this is crucial if you need to escalate the issue. While going through their complaints procedure is necessary, it is disappointing and primarily consists of blame-shifting. I would strongly advise tenants to be cautious and proactive when dealing with this agency.
We have been trying to get the heating and hot water fixed for over six months. They are ineffective at getting things repaired. Now we are involving an ombudsman to recover numerous hotel expenses just to have a warm shower and some heat. For such an expensive unit, one would expect timely repairs.
Abysmal. Incompetent. Arrogant and unresponsive. After 17 years of renting with this agency as agents, I can honestly say I have never received a proper business-like response from them. My landlord has also been let down by their atrocious service. Avoid them at all costs.
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