Although early days using this agency, I was extremely impressed that Lucy took time to ring me to discuss openly and honestly how the check went on my property. I have never had an agent that has done this before and I found it very beneficial to the future maintenance of my property and hope it continues in the future
First of all this is a general review of what we experienced with Gatekeeper agency I'm not making referrals to any agents as most of them are nice and friendly but they are not there to make you better they are there to make money from you.
1.Comunication with tenants it can be improved by providing them a phone number which is free to use and contact the estate agent
2.We didn't felt supported with agents smiling and temporarily emphasizing with us without taking real actions to show their support
3.There has been and end of tenancy fee taken from our deposit early than at the end of tenancy, without anyone notifying. We had to ask and find about it and the explanation was 'anyway that fee is taken from the deposit at the end of tenancy'.
4. We had 3 inspections over an year and a half without any issues at all but at the end of the contract we had money deducted from our deposit for silly reasons like grass has grown into the flowers, CO2 sensors not working or dirty oven.
5.All the reasons for deduction we have not been present when the inspection has been done, so we cannot verify anything as the agency didn't provide any photos with how the garden has been 'repaired' or how the oven is looking after being cleaned and where the new CO2 sensors has been installed and replaced. Not to mention that nothing was new in that house and they were expecting to be like new.
6.What I think is that they are applying this issues to many as possible tenants trying to deduct money from their deposit.
7. In the end doesn't matter how hard you are looking for the house or place you are renting from Gatekeeper there allways be issues raised at end of tenancy to deduct some money. This is all about really for them or Gatekeeper ''money''.
In the end I would like to mention that this is a honest review about what we experienced with this agency, I don't know if there are others better there.
Excellent experience with Elliot Oliver!
The properties for let were all high standard. Experience with contacting them about properties was excellent, phones always answered quickly and more than happy to help. Karolina was extremely helpful throughout the process and made the whole experience of letting really easy. Their online system for setting up the letting is great. Would highly recommend based on our experience so far!
I was miss-sold the property, told I could use the attic which I was later berated for using.
Extractor hood fell off the wall while I was working away, this wasn't fixed within 37 days, I moved out the next day. Then they attempted to charge me for damaging the fan, I provided evidence I wasn't in the property and that plaster had clearly given way due to stubby wall plugs being used. I shouldn't have had to fight them on this but they refuse to take any responsibility and are just out to cheat tenants out of money.
Really appalled by my experience.
Friendly, professional service which made the purchase process go very smoothly. Frequent update kept us informed without being intrusive. Well recommended.
Corners cut while you wait
My experience as a Moore Allen Innocent tenant was generally good. They let themselves down badly over their handling of the end of my tenancy. Once you cease to be a source of revenue for them, you cease to be worthy of much consideration, I suspect. Specifically:
1. Poor communication: it took almost three weeks after the end of my tenancy and multiple calls and emails to elicit *any* response at all from the relevant person. Some subsequent emails went unanswered. The code of conduct of the Association of Residential Letting Agents (ARLA), their professional body, stipulates that members should ‘communicate promptly, regularly, politely and fairly’. They definitely fail on at least two out of four.
2. Lack of transparency over check-out process: ARLA code of conduct says: ‘The check-out should be down thoroughly and a sufficiently detailed report or summary prepared with specific reference back to the Inventory/Schedule of Condition prepared prior to the tenancy’. The Tenancy Deposit Scheme says of check-out reports that: ‘photographs are best used as an addition to, not a substitute for the written word’. Moore Allen Innocent did not produce a written check-out report and did not tell me they were not producing a written report until I asked to see it. All they sent was a zip files of some photographs. The value of a report lies in it being comparative (before and after). Photographs are not comparative. The agent and landlord decided between themselves that there would be no written report, presumably as a time- and cost-saving measure for them, suggesting the tenant has no role and no say, which is also contrary to the guidelines. Offering to produce a report weeks later (based on what? memories?) is no substitute for something produced properly at the time.
3. Lack of transparency over quotes: The code of conduct of the Association of Residential Letting Agents says that ‘quotes/receipts [should] provide a sufficiently detailed breakdown to clarify precisely what work is to be/was carried out in the property’. The Tenancy Deposit Scheme guidelines say that: ‘invoices/receipts/estimates/quotations’ should be ‘itemised fully to enable an accurate breakdown of the costs being charged’. Moore Allen Innocent initially provided back-of-an-envelope figures only: no named supplier, no formal quote, no quote breakdown. Subsequently they provided a breakdown, but no formal quote from an identifiable contractor. Seven weeks on, they have managed to produce only two out of four invoices despite repeated prompts.The quote for gardening work struck me as much higher than it ought to have been (though I did not dispute that there should be some deposit retention for this work), but while an agent is holding on to your deposit, there is a strong incentive to simply agree to what they propose in order to recover the balance of your deposit.
4. Slow repayment: in the days of almost instantaneous bank transfers it’s hard to understand why Moore Allen took almost two further weeks to make a deposit repayment following an almost three-week wait to hear anything from them at all. The Tenancy Deposit Scheme guidelines say ‘the landlord should return to the tenant any portion of the deposit that is not subject to a dispute, immediately’.
I would recommend prospective tenants to be cautious over all of the above, and I’d recommend Moore Allen Innocent work much harder to ensure that the end-of-tenancy process is significantly more open, transparent and professional.
I could not have done it without the team at Knight Frank Cirencester, in particular Alice White. It was a very emotional time for me selling my house and Alice gave me sound advice throughout and held my hand. I felt the whole process was in safe and experienced hands from the friendly staff in the office to the brilliant viewing ladies. I would highly recommend Knight Frank to all my friends and family. Thank you.
Great service from Knight Frank in Cirencester. Rupert Marchington and the team were accessible and responsive throughout what was a complex purchase of a listed building just outside Chippenham. Would definitely use again
Unit B11, North Swindon District Centre, Thamesdown Drive
Outstanding service from Anna and Alex in the lettings team! Anna went above and beyond to help me secure a property - against the odds. The only letting agents that are willing to help support potential tenants who come from crisis and have limited options to secure PL. Anna took the time to listen to my requirements and deliver, and re-assured me during a difficult process to securing a property with compassion and empathy for my circumstances. Would definitely approach Connell's again when looking to private let. Highly Recommend!!!!!!!
Valued my property low. I went with another firm at a higher price and it sold immediately. Since then, despite telling them several times that I don't want to be contacted by them again, they continually call me to the point where I've had to block their number.