Purple Frog Property estate agents in Birmingham, Bristol and Nottingham

Hi Jordan, sorry to hear that you're having problems with the property that you rent from us.I'm very keen to find out what the problem is with your accommodation, so our Nottingham team can get it sorted for you. I can't find you listed on our tenant database, though. Please could you get in touch with me at james.mason@purplefrogproperty.com or call me on 0121 796 0041 so I can find out what the specific issues you're experiencing are and we can set them right? I look forward to hearing from you. Best regards, James.

Hi Mingru Update 17 November 2016: We have established that you cannot access your deposit because the lead tenant has not released the money from the deposit protection service. This is not something we are able to control, as the money is held by the deposit protection service - a separate agency to Purple Frog. However, we have contacted the tenant on your behalf. Following the deadline for the other tenant to respond, we will now contact the deposit protection service again. We will organize for your individual contribution to the deposit to be paid directly to you. Please bear with us while we sort this out. One of my colleagues in the deposit team has emailed you with the details. Hopefully we can get this sorted for you! Again, if you wish to speak to me about this personally, my email address is james.mason@purplefrogproperty.com. Sorry to hear that you are having problems. Please can you email me at james.mason@purplefrogproperty.com so I can investigate the problems you're having in more detail? I look forward to hearing from you, so we can sort this issue out. Many thanks James Mason

Hi Elinor Thank you for rating us!

Hi Fran. Thank you for posting the review. I'm very sorry that you've had maintenance problems. I have tried to contact you to discuss the problems you've experienced, but couldn't reach you. Please could you give me a call on my direct line 0121 796 0041 or email me at james.mason@purplefrogproperty.com, so I can help resolve this?

Dear Antonia My sincere apologies that you had so many problems as a Purple Frog tenant. We try to ensure that all of our tenants can enjoy a safe, secure and friendly experience. I am sorry that this wasn’t the case for you. I have tried to contact you, but the mobile number I have on record is no longer recognized. If you would like to speak to me in person about these issues, my direct number is 0121 227 4188. Or you can email me at james.mason@purplefrogproperty.com. In terms of the inventory, no, an inventory was not taken. And this is the fault of the branch. However, we have a new team in place in Bristol and have reviewed, updated and improved our inventory process. We needed to check who owned the washing machine, because the previous team had not taken an inventory. I am sorry if it felt like we were calling your ownership into question, rather than merely checking on behalf of our landlord. It was not our intention to upset you. We take your safety very seriously and the Purple Frog team did speak to your neighbours and promised you that we would monitor the situation. Without proof that they were engaged in any criminal activity, it is very hard to act against residents. For us to accuse them without evidence is unfair and possibly unlawful. This means I can’t comment on whether your neighbours were dealing in drugs. If we had had evidence, we would have acted as appropriate. The member of staff who discussed the upstairs tenants should not have spoken about this with you. Whether the staff member’s claims are true or not, their statements were enough to make you feel insecure in your home. The person in question has been spoken to about this matter. Further to this, part of the reason for employing a new team in Bristol was to ensure that the systems that we use to vet tenants are strictly adhered to. All Purple Frog tenants are required to provide two forms of identification alongside guarantor forms and other assurances. There are no exceptions. Tenants who do not provide this information are not allowed to collect their keys! I have spoken to the Bristol team about leaving the door unlocked. The two members of staff are both certain that they locked the door. That said, this should have alerted them to a possible problem with the front door and they should have sent a maintenance person over to investigate. My apologies that this didn’t happen. The team has promised that reports such as this will now be treated as a maintenance issue, and acted upon as such. Finally, in terms of the cleaning bill, we always try and do a final inspection and key return with the tenant present. This makes the process transparent and helps reduce occasions where tenants feel they have been stuck with a ‘surprise’ cost. That said, we do listen to tenants comments. One of which is that the final inspection is occasionally too late to help correct issues that might cause a fee. That is why we now try and offer a pre-leaving inspection, which helps tenants see where charges might be incurred. Again, my apologies that you feel let down by our service. We try to give all of our tenants the best experience possible. Your review has highlighted some issues, which the team is now aware of and will correct its actions from now on. Thank you for taking the time to review us. I realise that this answer is very long, but I wanted to take the time to address your concerns fully. If you would like to discuss this further, my direct line is 0121 227 4188. Or you can email me at james.mason@purplefrogproperty.com. Thanks James Mason

Hi Aude Thanks for the lovely words about Alex and the company. I'm delighted that we were able to help you find a place that you love! Thanks Patrick

Hi there, I'm sorry that you feel that you had to make such threats in order to return your deposit. We aim to return all deposits within 28 days of the end of a tenancy provided tenants return all the relevant paperwork. I would appreciate it if you would contact me directly so that I can investigate your complaint further. You can contact me on 07817 793 828 or Patrick@purplefrogproperty.com Thanks, Patrick

Dear Safina Kauser, thank you so much for your review. I'm delighted that we've been able to help you let your properties. We strive hard to ensure that all of our landlords, not just those for whom we manage properties, get the very best service we can deliver. Thank you again for your kind words of support. All the best, James.

Hi there, I'm sorry to hear that you've not had a good experience with purple frog, we endeavour to provide the best service we can thoroughout each tenancy so I'm disappointment to hear your comments. I would be grateful if you could contact me directly so that I can investigate your complaint further and hopefully do something to resolve it for you. You can contact me on 07817 793 828 or Patrick@purplefrogproperty.com Thanks, Patrick

Hi Angus, thanks for leaving the review, it's greatly appreciated. We always try to be as helpful as possible and find answers for you as quickly as we can. Great to hear that it worked out! Thanks James

Hi Cameron, thanks for leaving your review. We're delighted to hear that we could help you find a property and that you found the staff so smiley! All the best James.

Hi Jessica, we do endeavour to give notice of every viewing we arrange, it is very odd that you have not been notified, perhaps we don't have you up to date mobile or email address? Could you please contact me directly on 07817793828 or Patrick@purplefrogproperty.com so we can confirm your details and talk about compensating you for your door being left open?

Dear Antonia My sincere apologies that you had so many problems as a Purple Frog tenant. We try to ensure that all of our tenants can enjoy a safe, secure and friendly experience. I am sorry that this wasn’t the case for you. I have tried to contact you, but the mobile number I have on record is no longer recognized. If you would like to speak to me in person about these issues, my direct number is 0121 227 4188. Or you can email me at james.mason@purplefrogproperty.com. In terms of the inventory, no, an inventory was not taken. And this is the fault of the branch. However, we have a new team in place in Bristol and have reviewed, updated and improved our inventory process. We needed to check who owned the washing machine, because the previous team had not taken an inventory. I am sorry if it felt like we were calling your ownership into question, rather than merely checking on behalf of our landlord. It was not our intention to upset you. We take your safety very seriously and the Purple Frog team did speak to your neighbours and promised you that we would monitor the situation. Without proof that they were engaged in any criminal activity, it is very hard to act against residents. For us to accuse them without evidence is unfair and possibly unlawful. This means I can’t comment on whether your neighbours were dealing in drugs. If we had had evidence, we would have acted as appropriate. The member of staff who discussed the upstairs tenants should not have spoken about this with you. Whether the staff member’s claims are true or not, their statements were enough to make you feel insecure in your home. The person in question has been spoken to about this matter. Further to this, part of the reason for employing a new team in Bristol was to ensure that the systems that we use to vet tenants are strictly adhered to. All Purple Frog tenants are required to provide two forms of identification alongside guarantor forms and other assurances. There are no exceptions. Tenants who do not provide this information are not allowed to collect their keys! I have spoken to the Bristol team about leaving the door unlocked. The two members of staff are both certain that they locked the door. That said, this should have alerted them to a possible problem with the front door and they should have sent a maintenance person over to investigate. My apologies that this didn’t happen. The team has promised that reports such as this will now be treated as a maintenance issue, and acted upon as such. Finally, in terms of the cleaning bill, we always try and do a final inspection and key return with the tenant present. This makes the process transparent and helps reduce occasions where tenants feel they have been stuck with a ‘surprise’ cost. That said, we do listen to tenants comments. One of which is that the final inspection is occasionally too late to help correct issues that might cause a fee. That is why we now try and offer a pre-leaving inspection, which helps tenants see where charges might be incurred. Again, my apologies that you feel let down by our service. We try to give all of our tenants the best experience possible. Your review has highlighted some issues, which the team is now aware of and will correct its actions from now on. Thank you for taking the time to review us. I realise that this answer is very long, but I wanted to take the time to address your concerns fully. If you would like to discuss this further, my direct line is 0121 227 4188. Or you can email me at james.mason@purplefrogproperty.com. Thanks James Mason

Hi Angelina, I'm the co-owner of Purple Frog and was actually present in the office during this incident. The property was a new instruction and pretty much our only remaining on the market so had attracted high demand and we had accompanied many viewings during the day. Firstly, my colleague Keith was inside the property accompanying another viewing. He was present at the time your sister should have arrived but waited around 10 minutes, at this stage he could wait no longer and had to move on to the next appointment. At the time our office was contacted for guidance on how to locate the flat, the property had JUST been reserved over the phone by a group that arrived on the dot to their appointment. There is simply nothing we can do about this, we can only operate on a first come first serve basis, it is not fair to prejudice groups or individuals. Imagine if it had been them late and you had arrived and reserved it first? When your mum rang, our agent at the property didn't even know that the group had taken the flat and was still carrying out viewings (we hadn't been able to get through to him on the phone) so rather than let you falsely view it, we were transparent and honest and advised you of the situation. At no point during the call did Alice become rude or aggressive, which the opposite of the person on the phone to us (I believe your mum) who was swearing and shouting continually. Alice was extremely apologetic. We do not as a policy allow anyone to reserve or rent a room or flat without viewing it. We have an obligation for you to ensure you are happy with the property and that it matches your expectations based on our marketing material. When you enter into an agreement you let the property 'as seen', you have not seen it and therefore cannot rent, which is why you cannot reserve a property before viewing it. I am disappointed you are leaving such a negative review for a situation totally out of our control. I appreciate you are frustrated at the situation but it is not our fault. There is HUGE demand in Bristol for accommodation and not enough of a supply and I feel your negativity about this is incorrectly targeted at us. I hope you will consider removing this review as I do not feel it is fair. I wish you all the best in finding suitable accommodation and sorry that we could not help. Kind Regards, Greg White