As landlords, we rented this property to a new tenant on 8th September 2025. The transition between tenants was brief, so we expected our experience with the service to be straightforward, but it was anything but.
The initial 'welcome' email we received lacked an account number, preventing us from setting up an online portal.
On 7th October 2025, I emailed all necessary documents to the support team, but they were rejected because only the original account holder was registered. This became clear only after I followed up by phone the following week.
We then went through the hassle of calling and registering my details, and I resent the documents to the support team on 19th October.
On 15th December 2025, I reached out again since our tenant hadn't been contacted to open an account, nor had our account been closed. The issue was supposedly escalated to the validation team.
Our tenant contacted us again on 6th January 2026, stating that no one from sales had reached out to discuss rates, and that the service does not answer calls.
What kind of business would find it acceptable to deal with such difficulties in account management? It’s ironic that you respond to a negative review on a feedback platform faster than through any direct communication method!
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