We recently sold our house through Roy Brooks who provided excellent service and advice throughout the process. Selling a house in today's market is one of the most stressful experiences we have been through but Roy Brooks were on hand at every stage as well as smoothing issues with our buyers when necessary. They were able to be objective and provide valuable advice and expert knowledge of the current housing market. The entire selling process was relatively quick and we are now able to look to our future. Thanks very much to Wallace, Stacy, Elaine and the entire team at Roy Brooks.
I rented a property in South East London through Roy Brooks with two friends in August 2014. We were initially happy with the service we received when finding the property but unfortunately the experience of being property managed by Roy Brooks ended up causing us extreme stress.
We had to refer all issues with the property to our contact at Roy Brooks who would then pass them on to our landlord (who owned 300 properties). Early on, we noticed a problem with the roof leaking and had water running down the walls of two bedrooms which then led to the rooms becoming very mouldy. Despite reporting it straight away, this wasn't repaired for months. There was a total breakdown of communication as the landlord would not be co-operative and Roy Brooks had no power to effect any change themselves. To us, it seemed completely unacceptable that they would offer a property management service and then repeatedly tell us there was nothing they could do about the situation.
We ended up living with a leaky roof and with mould affecting our health and damaging our property for ten weeks, all the while having to constantly write emails and phone Roy Brooks to try and get something done about the problems. We were often made to feel as if we were being unreasonable or a nuisance for wanting the issue to be solved. This also occurred when we asked for 24 hours notice before contractors or the landlord would come to the house. On several occasions, the landlord who I personally never met throughout the tenancy let himself into the house without our consent on less that 24 hours notice with Roy Brooks's approval.
Eventually we were told that the landlord had 'agreed to end our tenancy early', so we were effectively asked to leave for complaining too much about the house not being in a fit state. Roy Brooks offered to waive agency fees in finding us a new property but we decided not to use them again after our terrible experience.
If you are looking to rent with Roy Brooks (or any other agency) I'd strongly recommend checking out who your landlord is and if they are a business or own hundreds of properties I'd steer well clear - these landlords do not care one bit about the well being of the tenants.
*EDIT 13/04/2015: In response to the reply from Roy Brooks, you most certainly did manage the property that I'm referring to, I can supply evidence if necessary, and visits took place repeatedly at less that 24 hours notice. I can also provide evidence of my requesting 24 hours notice and the agency's reply that this is "not always possible".
Jamie was extremely professional throughout the process. He chased up when needed and was always contactable through either email or phone. He ensured a smooth completion process from start to finish, and within 8 weeks!
Our sale was managed by Jamie Crowder at first and then Priyesh Barot, with no real explanation as to where Jamie went.
Priyesh and his colleagues repeatedly gave misinformation to our buyer, — told her we had no chain when we'd made it clear we were buying a flat (which was chain free — perhaps that was the confusion, but it's really not complicated!), then told her we were happy to leave it vacant before we'd completed our purchase (also not true). This cause us much stress as we were worried she might pull out, as we knew KFH would make it seem like our fault to her. Then — the final straw! — told her on completion day that we were out and gave her the keys before we had finished and locked up! She literally turned up WHILE WE WERE CLEANING. Hugely embarrassing, but luckily she was reasonable and had only turned up to drop a few things and then move in later.
KFH were more expensive than their service warranted. They did get our flat sold in the end, but after we'd already gone with another agent due to lack of activity from them. The sale only happened because of a previously interested party losing another purchase elsewhere and coming back to ours after we'd gone to another agent.
Considered giving 2 stars as they were friendly, but these are really basic things that needn't have happened, hence just 1 star — there is no need to mislead buyers just to tell them what they want to hear. It only creates stress and frustration when the truth then appears.
Still trying to get deposit back. Nobody wants to answer phone on this request. Scammers
Andrea La Fata
Absolute sharks. Overpriced, and you are given the impression that 1) they are a company that do not understand how to do their jobs, and 2) that even if they did, they still wouldn't because they care so little about the tenants that they house. Incompetent at even the most basic tasks - they repeatedly used the excuse that they emailed the old tenants when failing to inform us of various work they did to the house. If you choose to rent from them, you will have to ask various members of staff for a task to be carried out, you will be told that your property has a different manager on a regular basis, and to top it all off, they will have the temerity to charge you for things that were either broken when you moved in (and subsequently reported to them), or were installed under their supervision to such a low standard in the first place that they were broken from the start. I was charged for a broken bed which was broken when I moved in - quite aside from having to sleep on it the entire year, I was livid when they said that I was responsible for this. They installed a new front lock midway through our tenancy, only to tell us that we had broken it (it was defective when they installed it - maybe they should think about not taking the cheapest option every time?) In short, shocking service. Bad customer interaction, terrible property management, over-inflated prices, and the best thing of all? They told us to get a cat in response to our chronic mice problem, despite their tenancy agreement explicitly stating that we were not allowed pets. The hilarity of it all.