just exchanged on our first flat through Jackson's Earlsfield. The agent showing us around was Sophie who was absolutely fine. When we moved onto "sales support" we had the unfortunate experience of dealing with Talvinder. She directly lied to us over why the completion date was non-negotiable with an exceptionally patronising tone, claiming that we had "misunderstood". She also promised to try and find alternative completion dates and subsequently became impossible to contact up until the date of exchange, when she started harrassing us with phone calls, after the vendor had miraculously managed to get in touch with her. Essentially she forced us into accepting it or not with absolutely no time left. It should have been a happy day for us but instead we are left feeling played.
I would never use jackson's when selling a house. I'm unsure of whether the other members of staff are cut from the same cloth, but the mere fact that they have employed someone with the moral integrity of Talvinder prevents me from considering them in future. Must say i thought the stereotype of estate agents was exaggerated until i dealt with her.
I will be making a formal complaint.
Sarah was really easy to deal with. In a difficult market she introduced the right kind of vendors to the house rather than booking in people to hit their numbers. Ours wasn't the easiest deal and she managed both sides of it with calm and professionalism. I wouldn't hesitate to recommend Sarah Tracey.
Savills Northcote road, London
Unprofessional (understatement) real estate agents
When we moved in with our 3 little kids, the furniture we had agreed 2 weeks ahead to be in place was not there, including the bed and there we unopened Ikea flat packs everywhere. Thus, we staid somewhere else. We complained and it took them 1 month to deliver on all the agreed arrangements although we'd initially offered to postpone the move-in date and they'd insisted everything would be in place in time... We also had to fight for weeks and escalate to "senior management" for redress.
We vacated the place early Nov and let them arrange visits for prospective tenants 2 weeks ahead of surrender. Then came the usual game "Let's try to see how much of their deposit we can keep " and it looks like this:
1. "Garden work": £120
They tried to charge for gardening although the check-in report pictures show the mess the place was. So it's "We gave you a tiny garden in an awful bad state with stinking litter and we'll charge you to make it nice once you have left". Thanks.
2. Bed removed": £444
This one you'll love. As part of the agreed furniture change, they were supposed to remove a bad low quality old metal frame bed you only see in depressing films about old houses. Not only did they end up removing it 3 weeks late but they are now also trying to charge us for the "disappearance" of the bed they removed themselves. Really!?
3. Professional cleaning: £324
When we left the flat, 2 weeks before surrender, the place was clean. The dirtying by their numerous arranged visits of the flat for prospective tenants with muddy shoes was then charged to us in an outrageous professional cleaning fee of £324. They're trying to charge us for the cleaning of their own mess... What?!?!
4. Damage to walls, etc.: £1,130
Only a few dirt marks on the walls, that a sponge would have removed, cost £1,130.... What?!?! Actually, you would think the 2. "ultra-premium" professional cleaning should have at the very least taken care of this, would not you? Better still, to justify and evidence such an extortionate amount for a task twice billed, involving using a sponge to clean walls, they have sent us a bill having nothing to do with it:
- "new bed frame and disposed of old one" (charging us for what had been agreed would be free)
- 4 new knobs in polish chrome (nice)
- 2 new panel mouldings (we had the derelict ones instead)
- new dimmer switch (ours never worked)
- new roller bathroom blind (why did not we have this?)
- Glass splash back (nice, we never had this)
- Tiles (check-in inventory shows those ugly broken tiles they graciously ended up changing for the next occupiers , not for us)
So, they are trying to double invoice us (cf. walls and professional cleaning) + charge us for all the nice decoration improvements for the next tenant or the landlord. You will have noticed that none of those items have anything to do with "Damage to walls" although they've confirmed twice in writing that the invoice included everything.
End in sight to this nightmare...maybe not:
- Savills partially came to their senses and removed 2. and 3. but are still trying to string us for a £1,130 wall cleaning without any related invoice.
- 4 months later, Savills are still holding our full deposit without any invoice to back up their claim
- Savills have not even released the undisputed amounts
Throughout our tenancy we suffered from highly dubious mal-practices and, 4 months after the tenancy end, are still suffering from their cowboy practices, still holding our deposit.
But wait, the best is yet to come... yesterday they said they would come up today with a new invoice to cover the "Damage to walls". So, four months after tenancy end, all bills must have been paid months before as they must have already paid their suppliers' invoice. Thus, is someone going to manufacture an invoice to string us for amounts they have been unable to justify? No new invoice yet today...
Our advice to tenants: stay away from those cowboys with their hands in your pockets...
Alex was very professional and helpful in finding us a short term let. This made our relocation back to London extremely easy. I would highly recommend!
Incredibly incompetent and immoral
They lied to us about what was included in the house.
They lied to use about terms in the contract
It took them over a month to give us our parking space that we were paying for
They're are incredibly rude and hung up on me a few times when trying to resolve issues
It took them an unreasonable amount of time to return our deposit
They are entirely unhelpful
They refuse to give references unless you paid them £42
At the end of the tenancy they book loads of appointments to show prospective new tenants around but often cancel and do not tell you
They are not very nice people to deal with
Rosie was so helpful from beginning to end (and further than that)! We had problems with the landlord after moving in and she went above and beyond to help us - thank you Rosie!
I have always managed my Saturday viewings so that my schedule is properly arranged. Unfortunately I have been waiting at one property for more than 15 mins without anyone contacting me. I called the office just to find out that this property is under offer!! No email, no phone call or voice mail to let me know about the situation before that. She asked me whether I still want to view the second property as booked with the same person and I agreed. I have been waiting at the front of the property for awhile which is fine. I asked about the details. She said is Illegal to tell me how much for service charge and ground rent. She will email to me later. Noticing my shocked face..She asked “any problems?”(With a serious face) - I do not see any point of arguing with her. Until now I have not received any email from her about the details of the property as promised. I have wasted a lot of time with someone that is unprofessional and has an attitude problem! I definitely not deal with this branch anymore.
P.s.Basic manners is important. Please learn how to say apologies or sorry - it would be appreciated more than saying
I’m so pleased that we decided to sell our flat with Chestertons. They were positive about how much we could achieve for our property compared to other agents in the area and we accepted an offer after only a week on the market, so ultimately it paid off. Chris and Claire were both excellent and really nice people to deal with. I wouldn’t hesitate in recommending them.
Letting fees information
Below, we have outlined the key applicable charges payable when renting a home from Chestertons:
- Tenancy agreement fee: £222 (inc. VAT) This is payable after your offer has been accepted and we have proceeded to draw up a tenancy agreement.
- Reference fee for each Tenant or Guarantor: £60. This is payable when you have agreed to undergo the independent referencing process and includes a credit check and right to rent check. References are carried out by an independent Third Party.
- Right to rent check only fee for each permitted occupier: £30.
- Renewal agreement fee: £96 (inc. VAT). This is payable upon renewal, should you and your landlord mutually agree to renew the tenancy for a further term.
- Inventory charges. In most lets, tenants will be responsible for paying for the inventory check out costs upon ending a tenancy. The cost is approximately £100 - £250 dependent on the size of the property.
- Change of Sharer (tenancy swap) fee: £420
Hopefully, the government bans such ridiculous fees soon!
Never underestimate the power of communication. If it wasn’t for Maddie the sale would have fallen apart as communication from the buyers and their Solicitor was Zero. Almost any agent can get you an offer, but can they get you through to sold!!! Add to the fact they achieved a great price, I couldn’t be happier. Jonathan and Maddie provide good old fashioned honest advice and truly care, you are not just a number at Loney Miller. You could do a lot worse than give them a go!!