Roy Brooks – and Stacy especially – were a pleasure to deal with. Always straightforward and very easy to contact. A refreshing contrast with many of their competitors!
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".
I never write reviews but we had so much help from James Dawson who is an absolute asset to KFH - definitely requires a review!! Thank you so much for all your excellent advice, help and patience with us as we tried to find a flat. Couldn’t recommend James more.
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.
Great friendly service from Nikki, including always helping out on random ad hoc asks/requests! Would recommend to anyone looking in the area
Booked a house viewing and agent never showed up. Had my phone number and email and at no point did he bother to tell us that he wasn't coming. Just left us to stand outside for half an hour. Thanks! Do not use.
While it can get a little crowded, and at times very tatty, I find it very useful and convenient.
About the only thing I have to say against it is the over reliance on Automated Ticket Booths!! Don't get me started on the fares!
Raymond Mc Donagh
It's very crowded at rush hour and is the most disgusting place to be in!