Martin & Co Ashford reviews

Hi Jade, Thank you so much for taking the time to leave us a review. We really appreciate the kind words. All the best, Martin and Co Ashford Team.

Hi Ellie, Thank you so much for taking the time to leave us a review. We are so glad we could help and wish you all the best in your new home. All the best, 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 :)

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

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

Thank you for this great feedback! We believe that taking care of both our landlords and tenants is the key to a successful let. We are so happy to hear that our team was responsive and helpful from start to finish. We are always happy to help.

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

Hi Kimiya, Thank you so much for taking the time to leave us a lovely review. We look forward to continuing to work with you. Martin and Co Ashford Team.

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

Dear Catherine, Thank you so much for your glowing review and your loyalty over the years! We're thrilled to hear about your positive experience with us. Nicola and the team pride themselves on offering friendly and efficient service, and your recommendation means the world to us. We look forward to continuing our relationship with you. Warm regards, The Martin & Co Ashford Team

Hi Harry, Thank you for leaving such a positive Review! Beth appreciates the kind words and we are here to help whenever necessary. All the best, Martin and Co Ashford Team

Thank you for taking the time to leave us a lovely review! We really appreciate the feedback. Best regards, The Martin & Co Ashford Team

Good Afternoon Tony, Many thanks for your lovely review. We are so glad you are happy with our service here at Martin and Co. Kind Regards Martin & 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