8th Sep 2026 (17 days ago)
I rented a property through Blackstones Residential from March 2024 until February 2026. Based on my experience during the tenancy, I would not recommend this agency.<br><br>During the tenancy, we reported a number of maintenance issues, including recurring sink/blockage problems, hot-water issues and problems with the washing machine. Some issues took a long time to resolve, while others continued to recur. The washing machine, for example, took approximately 3–4 months to be replaced after we reported the problem, and the replacement provided was a refurbished machine with limited working functions.<br><br>Blackstones was the agency we communicated with regarding the tenancy and maintenance issues. For most of the tenancy, we did not have direct contact details for the landlord. When we contacted the agency regarding maintenance, we were often told that the landlord was responsible or that they were waiting for the landlord. From a tenant's perspective, this was frustrating because some of the problems remained unresolved or repeatedly occurred.<br><br>The recurring blockage issue was later relevant to our deposit dispute. We had correspondence showing that we had reported the issue multiple times during the tenancy. In the DPS adjudication, the agent's own evidence also referred to the bathroom and kitchen sinks having been unblocked on multiple visits and recommended checking the stack pipe because similar recurring blockages had occurred in other properties in the building. The DPS adjudicator found no evidence that the blockage was caused by our misuse or negligence and made no award to the agent for that claim.<br><br>At the end of the tenancy, the agent proposed deductions totalling £1,635 from our £2,538 deposit. We agreed to £350 and disputed the remaining £1,285 through the Deposit Protection Service (DPS).<br><br>After considering evidence from both sides, the independent DPS adjudicator awarded the agent £103.75 of the £1,285 disputed amount, with £1,181.25 of the disputed balance returned to us. For example, the agent claimed £375 for hallway painting, for which DPS awarded £8.75; £160 for bathroom silicone replacement, for which DPS awarded £0; and £150 for the sink/bath blockage, for which DPS awarded £0.<br><br>I accept that we were responsible for some matters during the tenancy, and we had already agreed to £350 of the deductions. My concern is with the maintenance experience and the scale of the additional deductions that were proposed and subsequently disputed.<br><br>My advice to other tenants is simply to document everything. Keep your emails and maintenance reports, take photographs and videos when moving in and out, and retain records of any problems reported during the tenancy. Having this evidence was extremely important when we went through the DPS dispute process.<br><br>This review reflects my personal experience of the tenancy and the outcome of our DPS adjudication.... Read more