Deplorable, unprofessional service. I can only comment specifically on my experience with Lettings.
With this in mind, barring incompetent administrative management - (i.e. having to chase up your own references, the agency’s neglect to update bank details, its’ sending threatening penalty letters for late payment when payment is not actually late and the Manager quickly attributing blame to Accounts colleagues, despite her having sent the letter herself) - the agency is almost bearable. Yet once you request to end a tenancy, the marked unprofessionalism really becomes apparent.
Due to relocation, my husband and I gave notice to end tenancy at which time, Flick & Son became excruciatingly difficult. The letting agent no longer addressed us by our first names and when making arrangements to check out, the letting agent informed, ‘We don’t do check outs’. Flick & Son instead instructed an “independent” inventory company to undertake check out at its leisure, for which we were charged £90. The check out took place approximately 5 days after the keys were returned to the agent. Tenants are not permitted to be present at such a check out and hence, there were suddenly accusations that the property had not been left clean (despite having passed a series of inspections over a 3 year period and being given glowing feedback that we had kept the place immaculate, in addition to having spent in excess of 6 hours cleaning the property prior to departure), and Flick & Son sought to deduct money from our deposit for a cleaning company to attend. There were outlines on a bedroom wall from where the sun had shone into the property causing vague shadows on the paintwork, so Flick & Son wanted to take money from our deposit to cover the cost of redecoration, (ridiculously overlooking the fact that as humans, we have little control over daily solar positioning). Two bulbs in the kitchen weren’t working and they even charged for those, despite their having taken meter cupboard keys which we had purchased when we moved in, because Flick & Son could never be bothered to supply any.
When we disagreed with these findings, Flick & Son actively avoided all telephonic communication, instead hiding behind their keyboards, transcribing nonsensical and evasive emails.
The matter went to dispute with the Tenancy Deposit Service for which part of Flick & Son’s charges was thrown out; but it was an arduous and unnecessary process and half of the evidence we submitted wasn’t even assessed or considered.
Having spent 3 years in the property, decorated it to a better standard, kept it immaculately clean and saved the roof from flooding (which was repaired a whole year after reporting it to Flick & Son), we were left highly disappointed by the agency’s unprofessional, opportunistic and careless nature. There has been no genuine apology from their side - (an ‘I’m sorry, but...’ barely qualifies) - and when we left the property, Flick & Son had the audacity to re-advertise with out of date pictures and an increased rent!
If you are seeking to rent in the area, you’d be better off approaching Durrants, Druce or Hamilton Smith, who offer an actual service to tenants. If, by some miracle, Flick & Son were pursuing improvement, it could learn a lot from its competitors, particularly Durrants, whose business acumen is quite simple; customers are at the heart of its service.
With this in mind, Flick & Son should strive to respect its tenants instead of opportunistically exploiting them.
506 days ago