Where do I even begin?Let me start by saying I don’t usually write reviews. In fact, I’ve only written four glowing five-star tributes for a handful of amazing restaurants. So when I log in to leave a one-star, you can bet it’s for a very “special” cause. Mount Grange Heritage has earned it for all the wrong reasons. This agency has somehow perfected the art of doing the bare minimum — and still failing at it. If you want your concerns ignored, your emails ghosted, and your deposit docked for problems you flagged months earlier, then congratulations: you’ve found your dream letting agent.From move-in we flagged flooring, doorknobs, and other issues that somehow hadn’t even made it into the official inventory report. We raised them immediately to avoid problems later — we got some response, but they never followed up on it. We raised the issues again, repeatedly. Any follow up? Nothing. Our supposed main point of contact, our senior property manager, was the biggest ghoster of them all. I emailed and called her up to five times to report about a broken blind, but was repeatedly ignored. When a suspected waterleak in the floor worsened — an issue we had flagged on day one — we begged for someone to come. Again, nothing.How convenient, then, that at move-out the landlord suddenly tried to deduct £580 for the floor and a staggering £1,230 in total from our deposit. All for issues we had reported from the very beginning. Not such a surprise why the agency had ghosted us now — far more convenient to let tenants take the blame and pay for it simultaneously.Everyone knows agencies ultimately serve landlords — fine. But if your business model is to act as a reverse Robin Hood, taking from tenants to line landlords’ pockets, at least be subtle about it. Mount Grange Heritage can’t even manage that. Their supposed values of integrity, respect, and professionalism? A complete joke. Respect = ignoring tenants. Integrity = letting problems rot. Professionalism = making tenants do the heavy lifting while the agency hides behind the landlord.So here’s the bottom line: if you value your sanity, or your money — run — don’t walk — run in the opposite direction in order to avoid Mount Grange´s a masterclass in poor communication and dodged responsibility. A truly remarkable way to turn a flat rental into a full-time headache.
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We are an independent estate agent based in Kensington & Notting Hill. If it’s a property for sale or to rent our team can help you find the perfect home.
