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I had a suitcase returned to my previous property managed by Whitegates at Victoria Court, Newark — it had a return to sender label on it. I had been a tenant of the property for around 15 months. The tenant left the suitcase unattended outside the flat without informing the agency (I had collection pending and the agency were aware of this) it was taken by someone unknown, and it is now gone.
I am based abroad and have no ability to investigate in person. All I asked was for Whitegates to send one email to tenants at the block asking if anyone had seen it. One email. That is the entire request.
Diane — who I understand is a director of this branch — refused. Instead she offered a notice on a board that most residents will never see, told me Whitegates would be “stepping away” from the matter, and made clear she had no intention of helping further. I have then been ignored since the 23rd April.
I have worked with property management and have dealt with letting agents across multiple Whitegates offices, primarily the Mansfield branch. The difference in professionalism is stark. In all that time I have never encountered an agent — let alone a director — so unwilling to assist with something so simple. The response was lazy, condescending, and completely unbefitting someone in a leadership position.
What makes this particularly telling is that Diane and the team clearly have no problem finding time to respond to Google reviews to polish their image — yet a director couldn’t spare two minutes to send one email to help a customer who lost hundreds of pounds of his own belongings due to a failure on their watch. That says everything about where their priorities really lie.
For a director to behave this way is not just poor customer service — it sets the tone for the entire office. Based on the reviews here, it appears this is not an isolated incident but a pattern of behaviour from the top down.
Avoid this branch entirely.... Read more
6th May 2026 (10 days ago)