23rd Jul 2026 (5 days ago)
Our experience with Zenko was unfortunately very disappointing.<br><br>Whilst there were some positive aspects to the tenancy, the way our end-of-tenancy was handled left us extremely frustrated. We moved into a property that already had a number of issues, including areas requiring further cleaning, ageing décor and old furniture. We raised concerns at the very start of the tenancy, including requesting that the second bedroom be repainted and that the wardrobes be replaced, and even offered to pay a higher rent if these improvements were carried out before we moved in. Those requests were ultimately declined after we had already agreed to proceed with the tenancy at the higher rent and moved in.<br><br>After we handed in our notice, the landlord obtained quotations for redecoration and cleaning and pursued a significant end-of-tenancy claim against us. We disputed the charges through Reposit’s independent adjudication process and, after reviewing the evidence from both parties, the independent adjudicator rejected around 70% of the their claim, including substantially reducing the redecoration claim and rejecting other parts of the claim entirely.<br><br>What made this particularly frustrating was seeing the property re-listed shortly afterwards having been fully refurbished, repainted and fitted with brand new furniture, including the wardrobes we had specifically asked to have replaced before moving in - reinforcing the fact our requests were justified.<br><br>Throughout our tenancy we paid our rent on time, looked after the property and tried to resolve issues respectfully rather than constantly complaining about the condition of the flat. The dispute process caused a considerable amount of unnecessary stress, and we felt the outcome demonstrated that many of the original deductions should never have been pursued in the first place.<br><br>I hope future tenants have a better experience than we did. My biggest piece of advice would be to photograph and document absolutely everything when you move in, no matter how minor it may seem, and to raise any concerns in writing from day one. Otherwise, Zenko will use this against you when you move out. During the dispute, the check-in inventory was given significant weight, and the level of detail expected at check-out was far greater than what was documented at check-in. Having your own comprehensive evidence from the outset is therefore invaluable and could make a significant difference if you ever find yourself in a similar situation.<br><br>Update: Following my review, Jonathan (Director) investigated my complaint thoroughly, acknowledged several failings in the way our tenancy and end-of-tenancy were handled, apologised, and explained the steps the agency will take to improve its processes. While this doesn’t change our experience, I appreciate the professional and transparent way our complaint was ultimately dealt with.... Read more