Stanfords Estates Brighton reviews

We are very saddened that you feel you have been treated unfairly with your experience with our agency. We would have loved the opportunity to discuss and resolve this matter with you in branch. I have investigated your complaint and spoken to all involved members of staff that dealt with this property. You had requested to view one of our properties in Hove on 1st March at 2pm with our letting agent Lily. During the process of this viewing, it was very clear that you were showing a keen interested in the property and subsequently made an offer. Our lettings negotiator verbally explained all of the costs involved including that there would be an increased deposit due to your request of having a family pet dog reside in the premise. As standard procedure our lettings negotiator conveyed with the landlord of this property and your offer was accepted with a view to pay the extra deposit for the dog. Following this confirmation an email was sent to yourself at 14:38pm confirming the acceptance and a complete breakdown of costs including all fee’s that had previously been confirmed verbally on the viewing. In this email it clearly stated there was a holding fee, deposit and the additional deposit for the dog which you had previously verbally accepted and the email also clearly stated the holding fee would be deducted from total monies due. You responded to our email at 14:49pm advising you would call in 15 minutes to which you paid the holding fee for the property to take it off the market. Once the holding fee was received, we emailed you over some documents to start the process of you taking the property which included another document breaking down all the fee’s, tenant declaration and other documents requiring your signature. On Monday 4th March you advised you would come in later in the day to drop off the signed documents. This was then followed about an hour later with a call from yourself claiming you didn’t realise you had to pay any form of a deposit and could no longer afford to take the property. We provided several options to assist i.e. you could have more than one individual acting as guarantor, option to pay rent upfront or use a company like housing hand as guarantor to which you declined all options we provided. From looking into the matter in detail I can see that Stanfords staff acted professionally and provided you with all the necessary information on more than one occasion. We verbally confirmed all the associated costs, these were then put in writing to you and only after providing you all the details did we accept and take payment of the holding fee from yourself which took this property off the market. Unfortunately, you had a change of heart and or change in circumstances and decided you no longer wanted to move forward with this property. I feel you have not been ill-informed and there has been no error by Stanfords staff as we provided all information necessary before any payments were taken. The reasoning for your offer withdrawal was through no fault of Stanfords as most agencies will always take a holding fee to secure a property and is standard for a deposit to be taken for any property that is rented. I hope that this response helps, if you would like to discuss it further please feel free to contact me on 01273 733334. Kind Regards Michael Keilthy Branch Manager Stanfords Estates

At Stanfords Estates we pride ourselves on great customer care, and we are sorry to hear that you feel you haven't had a high end service from us. We have received numerous calls from you and have replied with a quick response on each occasion. The release of part of the deposit has now been agreed by you and your landlord. We are very pleased you both came to a resolution on this matter. Please call us if you need any further assistance.

Hi Michael, Thank you for the 5-star review! We are pleased to hear that Rosey was friendly and efficient with your viewing! If you have any questions, please don't hesitate to reach out! best wishes, The Stanford's Lettings Team.

Dear Madina It saddens us that you have written this poor review as I have spoken with Lily who met you and dealt with you. Lily has confirmed that you were due to view a property on Richmond Place on Wednesday 12th December however we let the property on Tuesday 11th December in the afternoon. We called you the day before at 17:11pm and left you a voice mail cancelling your appointment for the next day. On Wednesday the 12th you called the office and said she you were waiting outside the property. Lily explained that a voicemail had been left on your phone the day before to cancel the viewing as the property has been let. Lily noticed in the diary that a colleague had arranged for you to view a couple of properties at Windsor Street the following day. Lily said to you that she would be more than happy to shoot down to Windsor straight away if you wanted to walk there to save you coming back on Thursday as you were already out, you agreed and thanked Lily. Richmond Place is only a 10 or so minute walk from Windsor Lily also had another viewing at Windsor street, collected keys and met you. Lily bought more information and discussed other properties with you and to try to accommodate. On the viewing, you mentioned you were only interested in the one bedroom properties so lily showed you Windsor Street. At the same time as showing you Windsor Street, an additional applicant had arrived early, so we all went in together. Unfortunately, there were also contractors in the property at this time which made the viewing at the property a little crowded, as the property is only small. You walked out half way through the viewing as you said the property was too small and not for you. Lily called you when she got back to the office just to get your feedback and to confirm that your viewings the next day have been cancelled and you thanked her for calling her. We value your feedback but fell in this case you may have got the facts wrong. Please reconsider your 1 star review as I feel Stanfords and Lily do not this deserve this poor review. Please feel free to contact me if you need to discus further. Seasons greetings Michael Keilthy Branch manager Stanfords Estates 01273 733334