11th Dec 2024 (15 weeks ago)
We chose Proper Local to manage our tenancy, moving in this August, with hopes of supporting a small business. Initially, Christian, the owner, was welcoming. However, after signing the contract, the service took a sharp decline.
The issues started with the alleged professional cleaning. Garden furniture and several areas were left filthy, which was dismissed as meeting their cleaning standards. Despite paying for a garden we cannot fully use, the problem remains unresolved.
Shortly after moving in, the shower door in the second bathroom broke with a single touch. This left the shower unusable for over three months, with Proper Local offering endless excuses, even suggesting we “just put a towel down.”
The washing machine was making loud noises shortly after moving in, we were told to wedge cardboard under it. The engineer stabilised it, but it did was not addressing the root issue. Predictably, the machine broke completely, leaving us without laundry facilities in winter. We were forced to use a laundromat, and Gosia suggested minimizing laundromat use, as reimbursement wasn’t guaranteed. Replacement only came after persistent pressure.
The dishwasher stopped working and took five weeks of chasing to repair a simple issue. Similarly, a bathroom heater never functioned properly. Despite engineer visits confirming a need for system flushing, contradictory excuses were provided, claiming the heater wasn’t meant to reach higher temperatures and suggesting we "open the door to heat the bathroom." The heater remains nonfunctional despite the cold weather.
Frustrated with their neglectful and dismissive attitude, we filed a formal complaint. Instead of addressing our concerns, we were served a Section 21 eviction notice in less than 24 hours after. Service worsened, and unresolved issues persisted. Adding to the distress, they accused us of being "too loud" in the garden—a complaint never raised before and which felt borderline racist, given our diverse cultural background.
We unfortunately cannot recommend Proper Local or their landlords. The service was consistently unprofessional, neglectful, and dismissive. We are prepared to escalate our complaint to the Property Ombudsman if necessary.... Read more