Sharntell is managing our property and she's been so helpful and efficient! In very short notice she arranged some repairs in the bathroom and whenever we needed her help the turnaround was amazingly quick. It's great dealing with her!
Richard is such a positive person and so efficient! He dealt with quite a few repairs in the flat and he sorted everything out in a very timely manner!
Thank you both!
1211 days ago
After viewing a flat, my wife and I put a holding deposit down this property later that evening. The next day (Friday), I received a call from Morgan Randall telling us 'Congratulations the landlord has accepted your offer' and 'we will take the property off the market'. Additionally, after I asked if I could cancel any viewings I had arranged for the weekend, they gave me the go-ahead and reassurance to do so. During this call, we were also told that a property manager will be in touch with us on Monday. With their confirmation, we also handed in our notice for the place we were currently renting.
When we didn't hear from the property manager (Mon-Wed), we tried to get in contact with Morgan Randall via emails, WhatsApp and calls repeatedly. When we do try to call, we get the standard reply of 'They will call you back' which we never received. Over WhatsApp however, we were told that they will get things sorted for us. On Thursday, after not hearing from the property manager again, we called Morgan Randall repeatedly until we they finally responded notifying us that that the landlord has accepted an offer with another agency. This means we were left with NO HOUSE A WEEK BEFORE WE WERE MEANT TO MOVE IN. We don't doubt that the team was working hard to sort out the issue but clearly we deserved much greater transparency over the issue. As far as we were concerned, the flat was ours, hence if we had at least been aware that there was any issue we may have been able to assess our other options. Instead, we received the unpleasant surprise that we had less than a week to find somewhere else to live. The Morgan Randall team promised to do their best to assist us with finding a new place, following which we received no further correspondence from them.
When we wrote a formal complaint e-mail, they said 'the landlord decided to accept another offer and the Lettings team informed you of this as soon as possible. Having said this, we agree that communication should have been better during the process and calls ought to have been returned. We will be reviewing these matters internally and providing further training so this does not happen going forward.' It seems they have not acknowledged the issue that we complained about. We were told that the landlord accepted our offer and that the property would be taken off the market - NOT that the landlord was still considering the offer. Those are two very different things. Additionally, we were only told when we called them repeatedly, they did not call us to break the news. Their ability to provide training for this is somewhat questionable when they don't seem to be able to acknowledge the cause of the issue.
Needless to say that we are extremely disappointed in and shocked by the lack of professionalism by Morgan Randall, Canary Wharf and we will most definitely not be recommending them.
514 days ago