Enfields estate agents in Bournemouth, Southampton, Bitterne and 6 more

Hi Thomas, Thank you for taking the time to rate us on Google. It seems that on this occasion you were dissatisfied with the service which naturally we are very disappointed to hear. All feedback is very important to help improve the overall experience that we offer. We have now had an opportunity to look into this matter and understand that your landlord used Enfields to complete the initial paperwork for his rental property prior to you moving in last year. Since then he has managed the property himself throughout your tenancy. We understand that your tenancy ended on the 12th August and you contacted our office last week to complain that your deposit had not been returned. We wanted to make you aware that we have passed your concerns over to your landlord and re-iterate that we do not manage this particular property and we have no involvement with your deposit deductions. Your landlord has confirmed that he will contact you directly himself but has explained to us that he is still outstanding sets of keys to be returned from other tenants on your joint tenancy agreement. He advises once he has all keys he will notify the deposit scheme to return your deposit otherwise he will have to make allowances for the cost of changing the locks for security for any new tenants moving in. We hope this has helped resolve this pending issue between you and your landlord. If there is anything at all that we can do to help further please do not hesitate to contact our office.

Dear Austin, Thank you for taking the time to rate our service, we hope we may be able to help you again in the future! Kind Regards,

Dear George, Thank you for your generous 5 stars! Please let us know if we could be if any help to you in the future! Kind Regards,

Dear Monika, Thank you for leaving us a fantastic 5 stars!! Please let us know if there is anything we can do to help you in the future!

Mr Sathe, Due to an issue with GooglePlus we must apologise for the delay in our reply but wish to thank you for taking the time to write a review. We can confirm that we lodged your deposit with a government scheme (DPS) prior to you moving into the property thus ensuring that you would be treated fairly. It is common for tenants and landlords not see eye to eye on how the deposit should be handled at the end of the tenancy which is why these schemes are used. In this instance the main issue seemed to be a broken front door lock which you had reported on a Saturday afternoon. The landlord contacted an approved contractor who advised that they could attend to this maintenance issue early the next morning. As the front door could be shut and you had confirmed that you had no plans on leaving the property that evening the landlord went ahead and arranged this repair and you were updated accordingly. Despite knowing this information you took the decision to arrange for your own locksmith a few hours later without the landlords permission at a much greater expense. You then held this money back from your next rent payment without prior permission. The landlord highlighted that the tenancy agreement states “The tenant must not carry out or authorise repairs himself” while you took the stance that the door lock should have been repaired immediately. As both parties were unable to agree on this issue the landlord was happy to leave it to the DPS to review the evidence and decide if they would be eligible to receive the difference in the cost of their contractor to the one you had organised. On this occasion the DPS took the decision that the landlord should cover the full cost of the repair thus bringing this dispute to a final resolution. It is regretful that you are unhappy with how this was dealt with but the DPS by their own admission on their website confirm that tens of thousands of deposits across the country are settled this way. Kindest Regards

Hi Jane, Firstly due to an issue with GooglePlus we have been unable to reply to your review before now but wish to thank you for sharing your experience. We were concerned to read about the difficulty you had with your landlord. It is worth pointing out that a large selection of landlords instruct us to locate tenants on a 'Tenant Find' basis only where our responsibilities are restricted to organising all initial paperwork prior to you moving in. The landlord will then deal with all aspects of the management of your house which may include their own property inspections. We would very much like to have an opportunity to speak with you further about this and would be grateful if you could contact us directly on sales-winton@enfields.co.uk so that we can establish which landlord you were dealing with. We are equally concerned with your observations about viewings that we have conducted during your tenancy. Whilst we always notify tenants of any viewings please accept our sincere apologies that you experienced these issues. We have since addressed this problem by introducing an automated email to tenants when arranging appointments. In the meantime thank you for choosing Enfields to find your accommodation and we hope to have the opportunity to help you again in the future. Kind Regards

Hi Amanda, Thank you for posting this lovely review. We have already shared your comments with the lettings management team! We are delighted that the Enfields team went above and beyond to exceed your expectations, and we hope that we can be of assistance to you in the future.

Hi James, Thank you very much for taking the time to write your review. We value all feedback but on this occasion we were disappointed with the comments made as they are inaccurate. You had originally arranged to view this property in the middle of January which is well known as the busiest month of the year with thousands of students all searching for the best houses. The property you reserved is an extremely popular detached house with four double bedrooms, two bathrooms, three toilets, large lounge/dining room and parking for three vehicles. It is also situated within a short walk of the University and the marketing price was extremely reasonable at £75 per week. Each year it regularly gets reserved in the first couple of viewings so it is unreasonable to suggest that this type of house received no interest from other students during the busiest period of the year. Most viewings we arrange are usually confirmed with the current tenants 24 hours prior as the order of houses we show change frequently given the volume of properties that are reserved daily therefore I would not have expected the current tenants to be aware of exactly what viewings we had arranged. Not surprisingly you decided to reserve the house and it is worth mentioning that three of your house mates renewed for a second year after you left. In relation to your deposit return I can confirm that this is completely untrue. As you are aware we had securely lodged your deposit with a government scheme (DPS) and at the end of your tenancy three of your housemates all renewed for another year. In order to retrieve your share of your deposit the remaining tenants were required to sign an addendum which was sent by our office via an online signature website within 24 hours of you moving out. Unfortunately not all of the tenants signed this document. After we chased the remaining tenants on your behalf eventually the last person came into our office to sign the addendum over two months after the original request was sent. Despite this being done the DPS have confirmed that you failed to contact them to request your deposit back and supply them with your bank details. The DPS confirm that you eventually got in contact with them on the 07/01/15 when they subsequently sent our office an email asking for confirmation of the amount to be returned. We replied to this email on the same day and the payment was sent to you on the 09/01/15. Both our office and the DPS have records to prove all of the above. Your deposit was returned to you after four months, not the nine months you claim in your review and any delays were not caused by Enfields. I would also like to point out that we did not manage your property throughout your tenancy. Your landlord instructed us on a ‘tenant find’ basis only where we were only asked to initially locate tenants and complete the paperwork prior to you moving in. I hope this clears up any misunderstanding and if you have any queries relating to the above please do not hesitate to get in touch.

Miss Raymond, Firstly due to an issue with GooglePlus we wish to apologise for the delay in our reply but want to thank you for giving us the opportunity to review your feedback. We are obviously disappointed to read your comments and this is certainly not the experience we want to provide but we were surprised that you felt that we offered no help and advice. In your case you rented a student house on the 14/01/15. At this time you were comprehensively explained the process when renting a property and signed a form confirming that you had read and understood the terms and conditions. This form not only confirmed the process but also outlined due dates for forthcoming payments and helpful information of things you may wish to know if you have not rented a property before (copy can be provided on request). Shortly after this we emailed you requesting that you read through an attached tenancy agreement which acts as a contract between you and your landlord outlining the legal terms and conditions of your tenancy. At the same time we sent you information relating to you deposit which included how it was protected through a government scheme and specified tenancy related information. We requested you sign both documents confirming that you had read through them and understood the information that had been given. Following this we had to send you two follow up emails on the 02/07/15 and 08/08/15 chasing payment for your first month’s rent in advance as well as missing information. At the time as this payment was over a month late you ran the risk of the property being remarketed but we allowed you more time to arrange this payment which makes your feedback even more disappointing. You had also failed to read through and sign the documentation relating to your deposit which also had to be chased. After reviewing your emails we note that you emailed our office on the 28/08/15 at 22:00 highlighting that we had not responded to a previous email. We sincerely apologise for this and responded to you at 08:30 the next morning confirming the same before supplying you with the information you requested. In relation to our response time we are aware during the summer months when we are dealing many students moving in and out of their houses the time in which it takes us to respond to enquiries can increase and we wish to assure you that we are working on improving this. Overall your remarks are appreciated as they will help us to improve our service. Kindest Regards