The letting agent organising the viewings was lovely and communicated well - no complaints there. However, after it passed out of her hands and moved to the letting team once we confirmed we wanted the property, they were dreadful. Despite us chasing repeatedly to sign documents and pay the deposit (we were keen to get everything sorted in advance), we got vague responses back constantly. Eventually we were asked for funds at 17:00 on a Monday (one week before the move in date) and then said they were going on holiday for the rest of the week to please send the money quickly otherwise there may be delays. Great amount of notice! Despite sending within 30 minutes, no confirmation of receiving funds. No contact details of another representative to contact during the holiday. Had to chase the general phone number three days later to get any confirmation they have received the funds and were actually planning on sending us the lease (which we needed to apply for permit parking). Sent the incorrect lease, after we pointed out the error in dates, they then re-sent the same lease with no changes. Only received the lease to sign one day before we were meant to move in. Got told 'this is how things work, we are busy' - having been renting for seven years can say this is not how things have ever worked for me previously, but even if this was true so the blatant disregard towards us was extremely poor.
On the day we are meant to receive the keys, called at 9:00am for a clarify on if we were actually receiving the keys - all were busy, said they'd call back. Over an hour later, still no returned call, so had to chase again only to be told they were still waiting on stuff from the landlord so couldn't release the keys. Got the vague statement of "probably around lunchtime, will call you when we have more information" as if we are meant to wait all day for their beck and call. No apology.
Appalling customer service and communication skills. A shame, since the initial letting agent was so great! But seem to have taken on more work than their staff can handle and have taken on a zero accountability approach. They way they speak down to their clients is also shocking. Would give zero stars if possible, do not recommend!
93 days ago