City centre branch has been very on the ball with getting our new flat sorted and always kept in communication, Lisa has been a great help, highly recommend.
22nd May 2020 (1 year ago)
Tenant for 2 years, moved out recently in Aug. Would actively avoid them in the future. As mentioned by a reviewer below, I find that there are too many departments within the company with breakdown in communication between them. When problems arise, it's always 'this is not under us, please ring/email someone else'. Here's a few issues I've had:
- Deposit amount reduced on certificate (due to new regulations) but actual amount not returned until few months later after sending a few emails
- Told that I would be charged a 'cleaning' fee for things like cooker hood which was clearly noted as unclean on the original inventory. When pointed out it was unclean when I moved in, was told that it was still my responsibility to hand it back clean, regardless of the state it was in before. Presumably previous tenant was also charged a 'cleaning' fee but not sure where this went to as no one did additional cleaning when I moved in.
- No news on returning of my deposit for 3 weeks after moving out, had to raise a dispute and finally received my deposit back in full.
- Had a maintenance issue (reported via their online portal) that caused an incident in the flat and when feedback to the branch, response was they had no record of the maintenance issue online rather than we'll find out what went wrong. Chased up other maintenance issues reported the same way and was told by the maintenance team via phone that the online portal was not reliable and I should ring everytime.
I stayed due to the location and general condition of the flat. Now that I've moved out, I would never use this agency again and would not recommend them to anyone.
Tip: Unless your curtains look like they've been freshly laundered, always ensure any marks/stains/dust/discolouring is reported in the inventory or they will charge you for curtain cleaning as well.
23rd Sep 2020 (1 year ago)