Martin & Co Ashford reviews

Thank you so much for your lovely review! We’re delighted to hear that Beth made your viewing such a positive experience. Finding your first home is such an exciting milestone, and it’s fantastic to know that she took the time to listen to what you were looking for and helped make the process enjoyable. Martin and Co Ashford Team.

Thank you so much for your wonderful review and kind words about Beth! We’re delighted to hear that she made such a positive impression from your very first conversation. Beth takes great pride in providing a friendly, knowledgeable and professional service, so it’s fantastic to hear that her communication, responsiveness and attention to detail helped make the process feel smooth and stress-free. We’ll be sure to pass your lovely feedback on to her, she’ll be thrilled to hear it! Thank you again for choosing Martin & Co and for taking the time to recommend Beth. Martin and Co Ashford Team.

Thank you Paresh! All the best to you. Warm regards, The Martin and Co Ashford Team

Thank you for taking the time to leave us a review and for leaving such lovely words about Beth, it is much appreciated! We wish you all the very best in your new home. Martin and Co Ashford Team.

Thank you so much for your lovely review! We’re delighted to hear that you had such a positive experience with our team. Lucy and Beth will be especially pleased to hear your kind words. It’s fantastic to know that both the viewing and onboarding processes were smooth and well organised. We really appreciate you taking the time to share your experience, and we wish you all the best! Martin and Co Ashford Team.

Thank you for taking the time to share your experience! We are delighted to hear that Beth provided such excellent service and that you enjoyed working with Martin & Co. We hope you enjoy your new home!

Thank you so much for taking the time to share such a lovely review. We’re very sorry for your loss, and we’re glad that we’ve been able to support you during what must have been a difficult time. It means a great deal to hear that you’ve found the team helpful, friendly and professional, particularly while managing properties that were previously looked after for your husband. We’re so pleased to have been able to make the process a little easier for you, and we truly appreciate your kind words and recommendation. Martin and Co Ashford Team.

Dear Rohan, Thank you for your kind words and for choosing Martin & Co. We're delighted to have made your property search in Ashford a success. Your recognition of our efforts in providing quality properties, efficient communication, and helpful service means a lot to us. We hope your new home brings you great joy and comfort. Warm regards, The Martin and Co Ashford Team.

Good Afternoon Juliet, What a lovely review! Thank you so much for taking the time to leave this. We really appreciate it and are so happy that you are happy with your experience with us over the past 10 years. All the best to you, Martin and Co Ashford Team

Thank you for your lovely review Billy, we hope you enjoy your new home :)

Dear Sun Zenith, Thank you for sharing your feedback. Unfortunately, as your profile appears to be under an alias that we cannot link to any current or past tenancy, we are unable to confirm whether you were a tenant of ours or comment on your specific circumstances. However, we would like to address the general points you've raised. As you rightly suggest, our role as a managing agent is to support tenants with tenancy-related concerns. Our team is available during office hours to assist with any queries, and we also provide 24-hour access to our maintenance reporting system for urgent issues. If a landlord opts for a fully managed service, it does limit direct contact between tenants and landlords, as we are responsible for handling tenancy concerns on their behalf. This is in line with our role, and the fact that you mention this only reaffirms that we are fulfilling our duties. That said, we do liaise with landlords when any issues arise and work with them to ensure they are satisfied with the solutions we suggest. As we represent the landlord, we must act according to their instructions. Regarding early release fees, as you mentioned, these are an industry standard across both lettings and other sectors when seeking to break the terms of a legally binding contract. The fees are intended to cover any potential loss resulting from the termination of the agreement, such as the cost of re-letting the property. This may vary between agencies, but the typical costs include marketing, photography, referencing, checkout and inventory reports, and administrative work such as handling enquiries, arranging viewings, and processing applications. These costs, along with all terms, are provided upfront, and it remains the tenant's decision whether to proceed. For end-of-tenancy and deposit handling, our role is to facilitate the process. We do not make decisions regarding deposit deductions; these may be requested by the landlord, based on an independent inspection of the property’s condition, with reference to the original inventory report. If the landlord does request deductions, we make it clear tenants have the right to dispute this through the Deposit Protection Service (DPS), who will independently arbitrate the matter and ultimately decide whether the deductions are reasonable. We understand that this process can sometimes be lengthy and not ideal, but we are required to follow these procedures and can only act within those boundaries. Should tenants have any questions or concerns at any point in the process, they are welcome to contact us via phone, email, or visiting our office and we are happy to offer advice and support. We hope this provides clarity on our processes, but if you have any further questions or queries, please don’t hesitate to contact us directly. Best regards, The Martin & Co Ashford Team

Thank you so much for the lovely review! It was truly a pleasure helping you navigate those changes, and I’m so glad we found the right solution. We really appreciate your kind words and wish you all the best with your new home.

Dear Jason, Thank you for sharing your feedback. While we respect your right to your opinion, we’d like to take the opportunity to clarify a few points. As a letting agency, our primary responsibility is to take instruction from our client, the landlord while also adhering to fair and transparent processes as required by law. We believe the steps we've taken in your case align with these objectives and demonstrate our commitment to ensuring a fair and compliant experience for all parties. Regarding the early termination of your tenancy, while we understand the change in your circumstances, it's important to note that you were committed to a fixed-term agreement. In this instance, the landlord agreed to allow an early termination, even though they were not obligated to do so. We communicated the terms for this early release clearly, which in turn were agreed by you. Following further communication with you/your partner in which you requested adequate notice before viewings to allow time for packing, we made the decision to begin marketing the property using existing photographs. This approach allowed us to efficiently generate interest while avoiding unnecessary disruption, as is common in situations where tenants are in the process of packing and the property may not be in ideal condition for new photography. Regarding the scheduling of viewings, these are typically arranged based on the availability of applicants, which often falls on weekends when people are free from work and other commitments. That said, we do offer weekday appointments, but as a branch which routinely has 20 - 30 properties on the market at any one time it is essential to manage time effectively. As such, where possible we try to schedule viewings in blocks as is industry standard. This not only makes the process more efficient for prospective tenants by allowing all applications to be presented to the landlord at the same time and a decision made without delay, it also means current tenants are often only required to give access on one occasion, instead of multiple individual viewings. When it comes to your checkout, we provide clear instructions outlining tenant responsibilities and the expected standards for returning the property, with reference to the original inventory report. Once you returned keys, we arranged for an independent inspection to assess the property’s condition, and the report highlighted several areas requiring attention, including cleanliness, garden maintenance, and some damages. Based on the report and quotes to address the concerns, your landlord requested deductions totalling £514. Again, we would like to take this opportunity to highlight that our role is to facilitate the process according to the landlord’s instructions, but we do not make decisions on deductions ourselves. We made it clear to you that you had the right to dispute the deductions through the Deposit Protection Service (DPS), whereby you would be invited to provide any evidence you wished to support your case, which you duly did. The DPS conducted an independent review, and as a result, the disputed balance was split, with £142.10 awarded to the landlord and £379.90 refunded to you. The DPS considered the garden maintenance and carpet cleanliness as part of your responsibilities, but given the length of the tenancy, they reduced the amounts for those issues, and the rest of the claim was awarded in your favour. We understand that the process can sometimes be frustrating, and while we strive to make things as smooth as possible, the timelines and outcomes are ultimately dictated by external processes. However, we are committed to ensuring a fair resolution for everyone involved. We hope this clears up any misunderstandings, but if you have any further concerns or questions, please don’t hesitate to contact us directly. Best regards, The Martin & Co Ashford Team

Dear Aderonke, Thank you for sharing your feedback with us. We’re sorry to hear that your experience hasn’t met your expectations. After reviewing our records, we’d like to clarify some points. Contrary to your suggestion that we haven’t supported you in your property search, we see that you’re currently renting a property managed by us, which you’ve been living in since August this year. Our team communicated with you regarding several properties you registered an interest in before you applied for the property you now reside in. We arranged your referencing and tenancy setup, and we’ve been happy to support you with any questions you’ve had about your tenancy since then. With your review also implying you are still searching for accommodation we’d also like to clear up any confusion in relation to this. Since your tenancy started in August and is fixed-term, you would need to request approval from your current landlord if you are considering terminating your lease early. From previous communication, we understand that is not your intention and you remain happy with your current living situation. However, if this is not the case, or if your situation changes, please don’t hesitate to reach out to us directly. We’d be happy to discuss your options in more detail and assist you with any next steps. Kind regards, The Martin & Co Ashford Team

Thank you for your wonderful review Emily! It’s great to hear that your experience with Martin & Co Ashford has been so positive! Our team is dedicated to providing prompt and professional support, and it’s fantastic to know you felt looked after throughout the process. If there’s anything further we can help you with during your tenancy please do let us know. Wishing you all the best for a happy tenancy! The Martin & Co Ashford Team

Hi Louise, Thank you for taking the time to provide such a lovely review. It's great to hear you had such a positive experience. If you need any assistance during your tenancy, please do not hesitate to reach out. All the best, The Martin & Co Ashford Team

Hi Jennifer, We’re sorry to hear that you’re dissatisfied with our registration procedures. As was explained to you directly, our standard approach is to ask prospective clients to complete a short questionnaire via email. This helps ensure we receive accurate details and allows us to offer tailored advice on property suitability and the referencing process. That said, if you're unable to complete the form by email, we're more than happy to arrange a phone call to go through it with you, an option which was offered. However, you responded to decline this offer and stated that you did not wish to receive any further correspondence from us, which we have duly respected. Beyond this, I am not sure what more we could do to assist you, but if you have a specific resolution in mind, please feel free to let us know. We're keen to help where we can. Kind regards, Martin & Co Ashford

Hi Mo, Thank you for your review. We understand that you vacated the property managed by us in March this year, after residing there for the previous 12 months. Following your departure, we instructed an independent inventory company to carry out a formal checkout inspection. This is a standard practice to ensure an impartial assessment of the property's condition. The checkout report identified several issues, including cleanliness concerns, damage to furnishings, and damage to the decoration caused by a significant number of stickers on walls and ceilings in the bedrooms and lounge. You mentioned the broken fence and bath panel, these were indeed noted in the checkout report to evidence their condition. However, as you correctly pointed out, these issues were also recorded in the original inventory report, and therefore, no deductions were made from your deposit in relation to them. The report also noted a substantial amount of rubbish left both inside and outside the property. Among these items was a small, soiled foam mattress inner (without its cover). Given the volume and nature of the abandoned items, it was reasonable to conclude these were intentionally left behind. It’s important to note that you were provided with a copy of the checkout report, which detailed these findings, and at no point prior to or following the property clearance did you request the retrieval of any of the listed items. Based on the checkout findings, quotes were obtained to address the identified issues. These quotes totalled £1,720, which exceeded your deposit amount of £1,615. As a result, the landlord requested the full deposit be claimed to cover the costs, and this was communicated to you. Since you disagreed with the deductions, you were invited to raise a formal dispute with the Deposit Protection Service (DPS), who handle such matters independently. Both parties were given the opportunity to submit comments and supporting evidence. While you did provide commentary, you did not submit any evidence to support your position. The DPS subsequently reviewed the case and found in favour of the landlord, awarding them the full deposit amount. Regarding the cleaning: although you may have arranged for professional cleaners to carry out the end-of-tenancy clean, if the quality of cleaning does not meet the original move-in standard, the landlord is entitled to seek reimbursement from the deposit to bring the property back to that condition. If you believe the service provided by your cleaners was unsatisfactory, we recommend raising this with the cleaning company directly. Lastly, the property was freshly decorated prior to your tenancy, so we must respectfully disagree with your suggestion that it was in a better condition at the end of your tenancy than at the start. If you have any further questions or wish to discuss this matter further, please feel free to contact us directly. Best regards, Martin & Co Ashford

Thank you so much for taking the time to leave us a lovely review. Martin and Co Ashford Team.

Hi Megan, Thank you for your lovely review! It's great to hear that you had such a positive experience and were made to feel at ease throughout the recent routine property visit. We strive to provide exceptional service, and your feedback is greatly appreciated. If you need anything further, please don't hesitate to reach out. Best Wishes, The Martin & Co Ashford Team

Hi Amy, Thank you so much for taking the time to leave us a review. It is really appreictated. Martin and Co Ashford Team.

As the name used in the review does not correlate it was not easy to identify who wrote this review however I am now aware of the author. You complained about the “hardness” of the carpets which the landlord agreed to replace (at a cost of £1,700) and on the evening before the contractor was due to fit them you cancelled and you have not contacted us since to rearrange. You reported an issue with the oven and hob on a Sunday and we had an electrician instructed to come to you the next day. Unfortunately (and outside our control) he could not attend and therefore we instructed a second electrician that met you at the property on Wednesday. He could not diagnose the issue and so we instructed an appliance engineer to contact you the same day. He has told us that you could not make yourself available until the following Monday. He went to the property as arranged and fixed the issue, a new element. Whilst the second issue was ongoing you called the office and screamed at my team. I understand that you were frustrated however I am not sure how you expect to achieve anything by being so disrespectful. We are more than happy to help. Good tenants are a pleasure to accommodate so why would we do anything to ruin a relationship. When people shout and swear at my team I am more than happy for them to terminate the call, why should they have to tolerate such behaviour? If that means we are rude then so be it. It is a shame that we cannot leave reviews on tenants. We act and are paid by the landlord. Notwithstanding this we have a duty of care to tenants and we will always go the extra mile to try to help. However sometimes tenants can look to avoid their obligations and will often blame agents or landlords to get their own way. Sometimes we have to point out to tenants that we cannot simply acquiesce to requests that either we have no power to decide or that Kevin Hall Director, Martin & Co (Ashford)

Thank you Nick, we really appreciate you taking the time to leave us such a lovely review! Martin and Co Ashford Team