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I rented a flat for 5 years, for the first half of that time it was managed by a different agency who were consistently kind, helpful, and easy to deal with. The experience changed completely when management switched to Carter Jonas.
The fridge freezer in the property failed entirely. Despite reporting it immediately, I was left without a working fridge for over 3 weeks and all of my food and produce spoiled. No temporary solution was offered during that time, making day to day life unnecessarily difficult. I politely requested reimbursement in the form of supermarket vouchers for the spoiled items and was told no, the opening line of their email response being “sorry to hear you feel that way” spoke for itself.
The attitude of the staff was rude and unprofessional at best. The point of contact I dealt with was dismissive and seemed incapable of taking a logical or human approach to anything. Every interaction felt cold, defensive, and unnecessarily difficult.
I lived alone and took great care of the property. In those 5 years I never once caused any issues, breakages, or complaints. Despite this, and after moving out, they chose to withhold my deposit for 5 weeks, providing zero communication throughout. It was only after I contacted the Deposit Protection Service that my money was finally returned.... Read more
12th May 2026 (11 days ago)