My partner and I rented a flat in Notting Hill through this agency for just over a year and our experience has been very poor.
First of all, I would like to clarify that we had absolutely no issues with the property. The premises were as expected, good location and a friendly porter.
However, when it comes to Russell Simpson, I don’t recall a single positive interaction. Their customer service is incredibly unresponsive, slow and careless.
For example, there was a time we had a power cut in the afternoon. I immediately tried to call the agency’s official phone number (from Google) but no response. Then I tried to reach to our property manager (Annabelle) who did not pick up the phone. She then emailed me several hours later saying that her mobile phone “was on silent” ????????. In the meantime, we had to resolve the issue by ourselves otherwise we would’ve been left without electricity for the whole night.
The check-out experience has been as bad. Poor and delayed communication throughout the whole process and made-up charges. The company they use for check-in & check-out inspections has a clear conflict of interests (appointed by, paid by, and dependant on the estate agency) which prevents them from being “impartial and independent” as they should be. As a result, we had to pay for the end-of-tenancy cleaning twice. Also, while still discussing the charges with our property manager, I noticed that deductions had already been made from our deposit and a transfer to my account was made of an arbitrary amount established by the agent.
Overall, it has been a negative experience and we will not be renting with Russell Simpson in the future.
10th Mar 2021 (2 years ago)