Tate and Co estate agents in Deeside and London

Dear Abdulah and Henna My name is Paul Tate and I am the Director of Tate Residential. I would like to apologise for the above and thank you for meeting me at the property this evening. I will follow this up with you to make sure that in some way we can amend this for you. From meeting with the cleaner and yourselves at the property this evening I can clearly see we deserve this review. There are elements that I will need to look into further but, to be straight to the point, you have been given a property that had not been prepared at all. It was not cleaned and was definitely not ready for you to move into. It should have been ready and we have failed you. We will need to learn from our mistakes, communicate better and put a better process into place to make sure this does not happen again You both have my mobile now and please do call me at any time. Finally, for the wider Google audience, Abdulah and Henna are a wonderful couple and everything they have said above is not said with malice…. We, the Tate Team, have made a mistake/ We have failed Henna and Abdulah and have to apologise and make this right. 15/06/2022 - Henna - Thank you for allowing us to make this right for you. I would like to apologise again that the flat was not as it should have been on the first day of your Tenancy. I am delighted to hear it now feels like a home to you.

Arda Thank you for taking time to give us a review. I will definately let Jake know you found the whole experience with Tate, and especially Jake, a good one. Paul H Tate.

Amy... Thank you. I know how hard Natalia works so mentioning her in a great review is very much appreciated.

Fabio Thank you for giving Tate Residential a review. I am sorry to see that this is not good. I would be grateful if you could identify why you have chosen to give us 1 star. I will then be able to address why this has happened. If you would like to contact me I will welcome this and learn from what you have to say about our Company. My email address is paul@tateresidential.co.uk or pleaae call me on my mobile 07718 598 345. I look forward to hearing from you. Paul Tate Director Tate Residential London

Peter Thank you for taking time to post this review. It is always nice to hear our Team has looked after our clients.

Thank you taking my various phone calls. As ever I always regret receiving a bad review but it is always important for me to take time to understand why we have received a bad review, what we could have done differently and where we can learn from it. You summarised it beautifully in your text to me after we talked. I quote”…..I wanted to let you know that we appreciate your attention to this matter. The situation itself is not such of a big deal, it is the lack of communication that caused the distress …..This could been avoided with simple clarification before the start of the Tenancy". With regard to the referencing. On the 1st September 2022 an email was sent with a copy of the referencing policy before you took the property to rent. It was clearly stated in the email… “I have attached the referencing policy so you can see which option you would prefer”. The referencing policy clearly states on the first line in bold so it stands out …. you do not have to pay for referencing….. and then goes on to outline various options for referencing. It is not a condition of the tenancy that you use our service for referencing but one of the options is our service. On the Tenant signed deal sheet of the 2nd September 2022 it clearly states again “You do not have to use Tate for referencing - Ask about your options if you are unclear” I also note that you were not charged for referencing, and this is quite correct as you had not specifically asked us to do this for you. We have gone though this as a whole Team… This comes back to your point on communication. No Tenant should have to wonder who to contact and they should be delivered a flat as promised. This is why I called you as soon as the matter was brought to my attention. I apologise that we were not clear enough for you at the start. Your property is a Let Only property and your Landlord manages the property. Your Landlord did know that you were due to commence the tenancy and was not in receipt of the check out report by the time of your check in. I did contact your Landlord as soon as I was made aware of the situation. I have been over what happened and where we could have been clearer with you so that you could have had the best contact details earlier on in the let. The process process is that all Tenants are informed on the viewing and again in writing at the time of the check in. In your case I apologise if this was not done. It should have been done. It was only after my phone call to you on the 28th September 2022 I fully appreciated we had not done this for you. We received a brief report from the inventory Clerk on the 26th September that stated that the Tenants had paid for a professional clean. The outgoing Tenants had confirmed that they had arranged for a professional clean. The brief report did not mention the areas that needed further cleaning which was only highlighted in the full report (received by us on the 28th September 2022) after you had checked in on the 27th. I have made changes to the existing system to avoid happening in the future. On the 28th September we spoke on the phone and on the 29th to confirm the handyman and cleaner attended to make good the door and the cleaning which is the soonest we could get instructions from your Landlord to the contactors. You confirmed to me that you were being kept up to date with the timings on my subsequent follow up. The carpet stain was not noted on viewings because it was covered by a piece of furniture. The bathroom door was not tested on viewings by ourselves. It never occurred to us to check the bathroom door was closing property. I did follow this up with the Landlord he was not aware of this as well. I will always check bathroom doors from now on!! Finally thank you for taking time to talk to me and for allowing us to rectify the points raised. As a whole Team we have reviewed the events and put in changes especially highlighting Communication. Paul H Tate MNAEA MARLA Director

Dylan Thank you so much for this feedback. I will make sure I pass this on to Natalia. Paul Tate Director

Kirsty Thank you for the review and your kind words.... Good luck for the future. Paul

Ellen Thank you so much for your kind comments. 2020 was a difficult year but I have Natalia and the Team to thank for thinking ahead and of the people whose homes we look after. I hope our paths do cross in the future and in the mean time I trust you will stay safe and well. Paul Tate Director Tate Residential London

Phoebe My Name is Paul Tate and I am responsible for the whole Team at Tate Residential. Firstly may I state I appreciate that you were/are good Tenants and did look after the property well. You have always been kind and pleasant to my Team. One of the unfortunate duties of an Agent is as part of the duty of an Agent we have to follow our Landlord’s legal instructions. In this case this was to ask you if you were willing to agree to a rent review which was below market level but above what you were currently paying. At the time we did inform the Landlord clearly that the Landlord could not increase the rent mid Term. The Landlord still asked us to ask to ask you if you would agree to an increased rent from the end of March 2022 anyway. We were further instructed that if we failed to agree this promptly we were to serve notice to end the tenancy on the break clause (June) and put the property back to the market. I can see that you counter offered 3 times over a number of days increasing your offer but by this date your Landlord had made up her mind to achieve full market rent which was significantly higher than the original position. I never wish for a Tenant (or ourselves) to be in this situation again. Following this incident we have subsequently discussed, in the Office, how we could have avoided being put in this situation. I have taken decisive action to avoid, if at all possible, the situation being repeated whilst not falling fowl of the primary duty of an Agent to act under the legal instructions of a Landlord. This was a wretched situation for you to be in and I hope the government will take a situation like this into consideration when considering the upcoming legislation. On check out the check out report it stated that the property was cleaned to a good domestic standard. The check in report stated the property was cleaned to a professional standard with areas requiring further cleaning. I can confirm the New Tenants did follow up about the additional cleaning required and we did have this undertaken as soon as we could at a cost of £104.15. Your Landlord insisted we asked you for the full cost of the cleaning. Your position was that you believed you should not be liable for any costs. We did ask both yourselves and the Landlord to meet in the middle as we believed this was a fair position. Both your Landlord and you refused so we had the matter put to the Tenancy Deposit Scheme (TDS) to arbitrate between yourself and the Landlord. The TDS Adjudicator ruled that £53.20 should be your cost and the reminder the Landlord’s cost. From the information on the reports and emails I believe this was a fair outcome even; if it left both yourselves and the Landlord disappointed. I am truly sorry that you were put into the above position( at the hands of my company) however whilst the Landlord’s instructions are legal we, as Agent, are duty bound to follow their instructions even if we do not wholly agree with the merits of actual instruction. Having our company being a member of the Tenancy Deposit Scheme, whilst upsetting both the Landlord and the Tenant, did in this case at least deliver, what I believe is, a fair outcome on the deposit return from the evidence I have been able to review. If you feel that I have not fairly represented the events or I have missed some important information please do call me on 020 7622 6914 or my mobile 07718 587 345 or email me paul@tateresidential.co.uk.

Zoe, I am sorry to read this Review. As is common practice we used to advertise in weekly amounts. I apologise if this confused you. In 2020 we changed this policy. I believe that there were several interested parties for the property. We therefore needed you to make a decision on the flat in order to let the other candidates know that they could not have the Tenancy in a prompt manner. We have to be fair to all prospective Tenants. I apologise if this put you under pressure. When a tenant offers to rent a property we clearly state in bold… ‘You do not have to pay for referencing’. We outline what is required for a tenant to prove their credentials and how to do this at no cost. We do offer a referencing service but this is not a condition of any tenancy or offer. I am sorry that you found our letting team uncommunicative. I wish this had been raised to me back in 2019 so that I could have had a meaningful investigation. In this circumstance I have to assume that we were not as communicative as we should have been and at very best we left you with this feeling. Either way this is wrong of us and I apologise for this. I have been through the email trail and I see that maintenance issues were raised during your tenancy. I have seen you were replied to promptly. In August 2020 a contractor did not attend as arranged which you brought to our attention. This was promptly rearranged.. All correspondence comes over as friendly and helpful from both sides. I therefore believe the comment on the management is unfair. With regard to the Agreement Renewal. On the 28th Jan 2021 we emailed you. 9th Feb James emailed back stating “you would like to stay in the flat for the foreseeable future but would the Landlord consider a periodic tenancy”. 10th of Feb we received instructions from the Landlord & emailed you that your Landlord requested a 12 month tenancy with a 6 month break. 10th Feb James stated “Happy to go with the a 12 month contract with a 6 month break clause” and you asked “could we change the notice period to one month”. 11th Feb, we emailed you that the Landlord wanted to have the 6 month break and 2 month notice period. As James had said you would be at the property for the foreseeable future this did not seem to present an issue. 12th Feb Zoe emailed “Thanks for this. We’ll go for the contract you suggested then please”. Had the original response from James been straight up with Tate and your Landlord from the start then I am sure outcome would have been different. On the point that we unfairly treated you with the proposed deductions from the deposit. My Team aided you to break your contract early, clearly explaining on several occasions the terms your Landlord would agree to you ending your contract early. We did this to help you save some £3400 in rent that was contractually due. The adjudicators comments speak for themselves: “The tenant is required to return the property in the same clean state present when the tenancy began. The evidence shows that the property was less clean at the end of the tenancy and required significant further cleaning…. Accordingly, I award £140.00 to the landlord”…. “The evidence shows that the parties renewed the tenancy for a further fixed term of 12 months… The tenant asked to be released from the tenancy …. the costs were set out to the tenant and the tenant agreed to them….. it was only after the agent raised other potential charges, including the justified claim for cleaning above, that the tenant refused to pay the agreed costs….I am satisfied it is reasonable to give effect to the agreed terms and so I award £681.12 as claimed Thank you for this insight. It is always important to consider the other sides feelings. I therefore apologise we have left you feeling the way you do. We sincerely take this on board. If I have misrepresented any points please do call me on 020 7622 6914 or email paul@tateresidential.co.uk and I will look into this further for you.

Josh Thank you for these kind words... Both your flate mate and yourself have been a pleasure to deal with and I would like to thank you for putting your trust in us over this most difficult period. I know this review will mean a lot to Jake. I hope you are happy living at your new flat. Paul Tate Director Tate Residential.

Pete Thanks for that....It is great to hear the Team have looked after you so well and that they are avaiable for you when you need managment issues dealt with.

Victor Thank you for taking time to make this post. It means a lot to the whole team and is really appriciated. Paul Tate Director. Tate Residential

Dear Abdulah and Henna My name is Paul Tate and I am the Director of Tate Residential. I would like to apologise for the above and thank you for meeting me at the property this evening. I will follow this up with you to make sure that in some way we can amend this for you. From meeting with the cleaner and yourselves at the property this evening I can clearly see we deserve this review. There are elements that I will need to look into further but, to be straight to the point, you have been given a property that had not been prepared at all. It was not cleaned and was definitely not ready for you to move into. It should have been ready and we have failed you. We will need to learn from our mistakes, communicate better and put a better process into place to make sure this does not happen again You both have my mobile now and please do call me at any time. Finally, for the wider Google audience, Abdulah and Henna are a wonderful couple and everything they have said above is not said with malice…. We, the Tate Team, have made a mistake/ We have failed Henna and Abdulah and have to apologise and make this right. 15/06/2022 - Henna - Thank you for allowing us to make this right for you. I would like to apologise again that the flat was not as it should have been on the first day of your Tenancy. I am delighted to hear it now feels like a home to you.

Fred - I am glad to hear you were pleased with the service you received..... It is always nice to have positive feed back. Thank you for sharing this.

Thank you for taking time to feed this back to us. I hope you will be very happy in your new home.