I was looking to move to Northampton for a new job and found my ideal apartment through Chelton Brown. Booked a viewing and then sent in my application with all my personal details. Firstly, they cancelled my viewing with about an hours notice (when I had to travel a distance for it) due to not having keys (what letting agent doesn't have keys?!) - rescheduled for later in the week. Then, they rescheduled again for the same reason. So, I then had to make a special journey for it the following week. If the apartment wasn't worth it I wouldn't have bothered, but it was so lovely I wanted to give them a chance.
Viewed the property and said I was interested immediately. Went to their office straight after to say I would like the apartment, the admin person talked me through the process and then the other person I had been dealing with handed her my application, saying 'it's a pretty perfect application'. Told me they'd be in touch the following day to sort out the paperwork.
She called me the following day, first confirming my employment and various other details. Then, at the end of the conversation, she said 'unfortunately the landlord will not accept a pet' (I had explicitly stated in my application right from the start that I had a well behaved house cat). Why wait for the end of the call to tell me that?
My mum, who had been assisting me through the whole process and had been giving second opinions on things for me called them back as I had to work to ask what the problem was. Apparently the landlord wouldn't accept a pet due to bad experiences previously, my mum then counter offered this with that we could offer a higher deposit, pay for an deep end of tenancy clean, provide a pet reference from my previous landlord, given the rest of my application was fine... so they then called the landlord again. Got back to me again and said that the reason now was that the building would not accept pets (which was a lie, as there are AirBnBs in the building which explicitly accept pets!). They then offered for us to speak to the lettings manager who also tried to offer up excuses of poor service for them being off work.
They were just making up excuses at this point: the whole experience was a shambles, extremely messy/unprofessional with no real process or protocols in place, and quite frankly, upsetting, as I was so keen to move into the apartment. Others may have had a different experience, but I received 5* service from one of their rival agencies a few weeks later.
2nd Sep 2021 (13 weeks ago)