Trusted Agent profile · Ely, Cambridgeshire
Verified
★★★★★
222 reviews across 2 platforms
22 Market Place, Ely, Cambridgeshire, CB7 4NT
Platinum Properties's office in Ely, Cambridgeshire, at 22 Market Place, is rated 4.7 out of 5 across 222 reviews on two platforms, including 211 Google reviews rated 4.7.
What sellers, buyers, landlords and tenants say, where the review tells us who wrote it.
I am so impressed with Platinum Properties. Maria and Alycia have gone out of their way to ensure everything runs perfectly for me. They took away all the ...Read all 6 from landlords
Friendly efficient and professional team who are really helpfulRead all 2 from tenants
Platinum Properties are ESTAS award winning independent residential letting and property management agents with a passion for property and people that shines through in our truly personal and professional approach, often lost with larger agents. As a company, and as individuals, we are committed to providing our clients with complete satisfaction and outstanding results. Our ethics and morals might be akin to those in days gone by, but our business makes use of the best in 21st century technology in order to deliver on service every time. As independent lettings specialists, focusing solely on the letting and management of quality residential properties across Cambridgeshire and Suffolk we can look at the whole of the market with no bias to ensure we offer the best professional property investment advice. At Platinum Properties you will have a dedicated point of contact working closely with you to give the very best in customer service. So please contact us today so that we can start to build that relationship and help you achieve the most from your biggest investment. We don't believe in the 'hard sell' our business is built on reputation and recommendation… So, why choose anything less than Platinum?
Every review we hold for the Ely office, from every platform, shown as written. First names only.
5/5
GoogleIndia has been extremely helpful throughout the application and moving process. Really lovely team & so easy to reach out to. Would 100% recommend!
Thank you so much for your 5* review! We're thrilled to hear that India and our team have been able to assist you throughout the application and moving process. Your recommendation means the world to us! If you ever need anything else, don’t hesitate to reach out. Wishing you every happiness in your new home!
1/5
GoogleAfter two years of early payments and prompt respect to platinum properties, they have yet to return my +£1000 deposit after TWO MONTHS. To make matters worse, this is after I purchased a £500 end-of-tenancy professional cleaner that platinum properties recommended to ensure promptly security deposit refund. After following up numerous times, I receive unhelpful emails responding to me that they are waiting on the landlord. It seems the management company has little autonomy over the management of the properties, and that burden ultimately falls on the tenant. I pay early and respect my landlords time and finances, I expect my landlord to do the same for me. If you are looking for the same respect, don’t sign a lease with this company. EDIT: I have no quarrel with the business model of letting agencies, what I have an issue with is your choice to partake in a bad practice of it: withholding tenant funds. Did not post in search of a explanation of how letting agency’s operate- posted in search of a solution to my problem. Why is a solution not provided? It’s been over 2 months.
Thank you for your review Holden and I am sorry that negotiations are taking some time. You are correct, we do not have full autonomy over the management of the property as we do not own the property, the landlord does. Many of our landlords do provide us with full autonomy, however, others do not and prefer to be involved in every aspect of the process, which is their right as the owner of the property and we must respect that as a company. In this case there are some deductions due to breaches of the tenancy identified and laid out to you in the Final Inspection Report, alongside photographs of the same, which are not cleaning related, for which the landlords are seeking to make deductions and we are currently trying to provide advice and support to the client with regard to these being fair and proportionate within the guidelines for deductions. We cannot release funds without their instructions in relation to the deductions they wish to seek. Our role is to advise the client of what would be considered fair and proportionate and ensure that we all operate within the legal framework we are given, but ultimately we must take the clients instructions. This is the fundamental role of agency, all agencies, and should always be remembered when renting a property. If the agent oversteps this boundary the landlord can make a complaint and potentially have us fined. I hope this explains the role of agency, you may not agree with it or believe you need an explanation of it, but your review clearly outlines that this is your complaint. We cannot change the legal framework under which we operate as agents.
5/5
GoogleWe’ve had a great experience with Platinum Properties Ely. The team has been professional, helpful, and responsive, and the property was exactly as described, we’re delighted with our new home. Communication was smooth throughout, and a special mention to their letting negotiator, India, who was very helpful and supportive. Highly recommend Platinum Properties Ely.
Thank you so very much for taking the time to leave us such a wonderful 5-star review, it truly means a great deal to the whole team. We’re delighted to hear that you’ve had such a positive experience with Platinum Properties Ely and that your new home has met your expectations. Knowing that the process felt smooth, professional and well-supported is exactly what we aim for, so it’s incredibly reassuring to read your feedback. Your kind words about our communication are greatly appreciated, and we’ll be sure to pass on your special mention to India, she’ll be thrilled to know her support made a difference. Thank you again for your recommendation and trust. We wish you every happiness in your new home and are always here if you need us in the future.
5/5
GoogleWe rented from platinum properties for roughly 4.5 years. All repairs and maintenance were carried out quickly and smoothly. We received 2/3s of the deposit after negotiating a cleaning fee, which was fair for all parties. Maria and company do a great job of sending out emails and having holiday themed events, which tenants can participate in. I appreciated the fact that whenever we called-PP were quick to respond. It’s feels like a family run company. communication is a 10/10. I would recommend platinum properties if you want a thorough renting agency who have a keen eye for details. They have been rock solid the whole time. My wife and I wanted to rent from someone who is committed to both the landlord and tenant. Platinum Properties achieves this. Thanks for the memories 🙂 Scott and Claire Walker
Thank you so very much for your really kind review Scott. We are sorry to see you leave us, but so very pleased its for all of the right reasons and wish you all the very best for the future!
5/5
GoogleRented for over 2 years - absolute brilliant company (particularly Fay) - thanks so much I was slightly apprehensive on checkout due to the (very occasional) negative review here claiming excess deposit taken - however PP were incredibly fair and barely deducted any deposit (and the only deduction was entirely fair). So ignore those reviews and listen to the overwhelming excellent reviews! Thanks again
Thank you James, we really do appreciate this and it does mean a lot to us. We are so glad that we could successfully conclude your tenancy and thank you for being good tenants, it was a pleasure to work with you. We really appreciate your balanced and understanding position and review and the time taken to leave it. Thank you.
5/5
GoogleI got to know Platinum Properties through networking and they are very friendly, knowledgeable and professional. I have asked for lots of advice from them and have been always guided to the right direction. The owner Maria is generously supportive and she definitely made a positive impact on this industry. A massive thank you to Maria and Platinum Properties.
Emily it was my pleasure to help! I am just so very glad that we have had the opportunity to prove that not all agents are the same and that some of us really take great pride in what we do. Thank you for trusting us to help you and, moving forward, we hope you will have a far different experience with more support and advice aimed to help you.
5/5
GoogleWell handled and a pleasant transfer. All key details where clearly explained and dealt with Efficiently and at the time needed very pleasant staff
Thank you for taking the time to leave a review, it means a lot to the team here. We’re thrilled to hear that you found our service efficient and our staff pleasant. Clear communication is key for us, and it's wonderful to know that we met your expectations. Should you need any assistance moving forward, please don't hesitate to get in touch. Best wishes!
5/5
GoogleWe are really impressed with how the team dealt with the whole process of renting out our property, from the start with a smooth and easy process, all the way through to quickly matching up a tenant with no issues. Thanks again for Abigail and the team's help!
Thank you so much Sid, its a real pleasure to be able to help and we are very grateful to have the opportunity to work with you.
2/5
GoogleI don't think they have terrible intentions but as a small agency you can definitely tell they value their landlords more than their tenants (and this is also evident by the great reviews they receive from landlords). We have had several interactions with them where the various staff members become very combative very quickly. For example, scheduling an inspection of the property (pre-covid) requiring me to take a day off work and then not even ringing the doorbell when they arrive before leaving again. When I call to enquire late afternoon asking what time they will be arriving I get told that "they don't have to answer my questions" and I have the recording of the whole conversation (from them) showing how quickly they escalate any critique. In general, I find their attitude slightly unnecessary and as much as I want to support independent businesses they have some work to do on their interpersonal skills if they want to position themselves as a middle man between tenant and landlord. In general, they are also quite slow at responding to relatively minor things and their communication is always lacking. My general feeling is that they want to keep their landlords happy and will therefore pass on any cost possible to tenants and if a tenant knows their rights they get very defensive very quickly. Regarding deposit return (I think a concern for every tenant).. they waited the full 10 working days to notify of any deductions and then there was the inevitable slow communication to progress the process. With 2 small children, one on the way, a new house to get ready and full time jobs we chose not to dispute but their claims were very tenuous (e.g. we used a Platinum approved cleaner who guarantees the work for twice the cost of some other end of tenancy quotes to avoid any hassle and yet they still deducted £36 for cleaning claiming their 'other' cleaner essentially would have done a better job.) I think that anyone with time on their hands could successful dispute the claims but for us we had had enough of dealing with Platinum and were glad to not have to deal with them any more. I personally, would not recommend finding a rental property from Platinum Properties if at all possible although I do wish Maria well and hope that they can improve their service to future tenants.
Thank you for your review. Given that you threatened to leave a bad review, rather than a positive one, in your email regarding the deductions for a small amount of cleaning at the end of the tenancy we are not surprised by this review, the email stating this is available for review also. Equally, we have no problem with anyone reviewing the telephone call, we also hold a recording, we feel the manner in which you addressed the staff here speaks for itself in that call (which Maria raised with you at the time also). Our contractors set their own costings, we do not add commission to our contractors invoices as we make very clear in a lot of our advertising. The guarantee that is made in relation to the cleaning is not one purported by Platinum, but one made by our cleaners directly and, as such, our recommendation would be to contact the company directly regarding their guarantee and the additional costs incurred. However, we do note that you state in your email regarding the deductions that you 'did not pay extra for a special deep clean of chrome' when you instructed the clean, which is what resulted in the deduction for us to rectify this. We have sent you pictures showing that the limescale has now been removed. We are thankful for those tenants who genuinely appreciate what we do, understand and adhere to the terms of their tenancies and are helpful and polite in dealing with us, allowing us to achieve this. By choosing to communicate with us constructively throughout their tenancies, such tenants allow us the ability to forge a happy and successful working relationship which results in the number of good reviews we have received on this platform so far from both landlords and tenants alike and the very kind nominations we receive resulting in us winning awards year on year for the services we provide to them. We respect, however, that not everyone has the same approach and, to this end, we are sorry that this wasn’t possible in relation to your tenancy as we genuinely hope for good, mutually beneficial, working relationships with all of the tenants that rent with us, despite the fact that, ultimately, it is undeniable that our landlords are our clients who pay for our services and fees to tenants have been outlawed for some time now on this basis. To this end we wish you all the best for the future.
5/5
GooglePlatinum took over an early termination agreement on a property managed independently by our landlord. The landlord wasn’t the best landlord to be polite. Abigail and the team were amazing and dealt with our nightmare tenancy with great professionalism. They clearly value tenants and most definitely hold landlords accountable when necessary. Thank you for all your help!
Thank you so much for this Bobby. Whilst, as agents, our services are engaged by our landlords we do very much believe that our job is to support both parties in meeting their obligations which, naturally, leads to successful tenancies for all parties. We do very much value this being noted. Thank you so much for recognising this hard work.
5/5
GoogleWell what can I say about Platinum Priperties. Both Lauren and Abi have been fantastic. Everything went so smoothly, communication was outstanding, nothing was too much trouble. I had been looking at other properties with other agents who never get back to you or just say that viewings are full. I never got this here. They both listened and helped as much as they could. Totally recommend
Thank you so much Marcus, this is so kind of you to seek to leave us a 5* review. It is a total pleasure to be able to help you.
5/5
GoogleHad an excellent experience with these letting agents. Communication throughout the entire process was prompt. Danny was particularly helpful in expediting the process for us and being quick to respond to any queries. Would definitely recommend
Thank you so much Jack, it was out pleasure to help and we are so grateful for the 5*'s
5/5
GoogleReally detailed and understand what they're talking about, a great dedicated team
Thank you ever so much for your kind words Andrew! We’re thrilled to hear that you found our team detailed and knowledgeable and always so grateful for a 5* review. It’s always our aim to provide dedicated service, and your feedback means the world to us. We are very much looking forward to working with you moving forward!
5/5
GoogleFrom a contractors point of view these guys are a dream! Pay on time, never quibble about quotes and frankly are in the know about issues meaning I know what me and the crew are walking into before we ever leave the shack. Thanks to Maria and her exceptional team we never turn up without the right tools and parts for the job. Thank you guys, we really do appreciate it! <3
It's great working with you Will. We really appreciate all that you do for us. Glad to have you as part of the Platinum family!
5/5
GoogleI can highly recommend Platinum Properties. It was such a friendly, helpful, and professional experience from the viewing until the key collection. I’m very much looking forward to my tenancy!
Thank you so much for your lovely 5-star review, we’re incredibly grateful that you took the time to share your experience. It’s been a real pleasure dealing with you, and we’re delighted to hear that you found the process friendly, helpful and professional from your initial viewing right through to key collection. Helping tenants feel supported at every stage is something we care deeply about, so your feedback truly means a lot to us. We’re so pleased to hear you’re looking forward to your tenancy and hope you settle in quickly and feel at home straight away. As always, we’re here if you need any support as you get settled.
5/5
GoogleI am thrilled to commend Platinum Properties for their outstanding letting services. From the beginning of the rental process, their unparalleled responsiveness has made the experience seamless and trustworthy. Not only do they address inquiries promptly, but their swift and thorough resolution of maintenance issues showcases a commitment to tenant satisfaction. I highly recommend Platinum Properties to anyone seeking a stress-free and positive renting experience. Their attention to detail and exceptional customer service truly set them apart, making the choice to rent from them an investment in both a comfortable living environment and peace of mind. Future tenants can be confident in their decision to choose Platinum Properties for an excellent renting experience.
Thank you so much for leaving us 5*'s Charles, we really do appreciate it :)
2/5
GoogleFollowing the agency’s reply: 1/concerning the visits, we were not working both at home and even so, we do have some other arrangements or appointments. We asked twice for a reschedule of the visit (in 3 years) and both were rejected as you could not do anything….even 2 weeks before (which gave you plenty of time as you mention it) ...so we cancelled our appointments to be there and we did tell you we were not happy. 2/ concerning the end of tenancy cleaning, the reason we used our own cleaners was because not even one of the cleaners you’re vetting answered to any of our requests by email or just said they were not available by phone. We did check they did a good work…you didn’t say anything during the 2 remaining weeks when we still had the keys and you waited the very last minute to do the checkout. (thourough...much more than the check-in). 3/ Of course we accepted the proposed deduction as we received 3-4 emails asking us to answer urgently !! and we needed to move on. Glad to see that the amount of 285 £ is minimal to you. (plus the 300 we already paid for the professional cleaning). Awful communication or no communication at all. During the tenancy they visit the property every 6 months (that’s fine but…) they won’t change the appointment they send you 2 weeks before in case you can’t be there !!! they would just use spare keys !! So we had to amend our planning as we refuse an agency to inspect the property with our belongings in our absence. It seems logical and at the end it only protects the agency !! Otherwise, we could claim something is missing but they just don’t care. At the end of the tenancy, we paid 340 pounds for cleaning the property, we offered to give back the keys, but they refused to and organized visits during the last 2 weeks until the end of the contract, and then asked for 300 pounds for…….cleaning ! No communication or negotiation, the check out indicated even the slightest black point that I couldn’t even see on the floor probably by shoes during the visits, noted also chips and damages that were on the check in document as well, they also noted the virgin cable we left for the next tenants (as we also had cables like that when we entered for example. Anyway no cooperation as it wasn’t “conform to their professional standards” (!). During the visits, during our 3 years tenancy, the property was extremely very well maintained ! until the end of tenancy ....where it was suddenly... tragic. For anyone considering renting with this agency I would advise to be extremely thorough in your check in process and be prepared to plan your week according to their wish and don’t pay for a professional cleaner at the end of the tenancy as they’’ll charge you in any case. If you don’t accept, they just tell you you’ll have to go through the adjudication process. At the end you just want to move on with your life and they win.
Thank you for your review. I have carefully reviewed your file and can see that all emails sent to us have been responded to and all maintenance dealt with in a timely fashion. As you state yourself, we give 2 weeks notice of visits and I can also see that all of the end-of-tenancy emails were also sent. As such we respectfully disagree with your assertion that our communication is terrible and we are not communicative at all, this is not what the physical evidence shows on the software correspondence log. With regard to visits, we do change these wherever possible however they are completed within our working hours and we do have to consider other appointments that are booked in and required by other clients and customers. You are made aware of the need for property visits in the terms and conditions you sign at the commencement of your tenancy. As you say, you are given 2 weeks' notice to give you time to make any necessary arrangements for the visit and, given that you and your husband worked from home, you were able to be present for visits so we find this a strange complaint, particularly as you did not complain about our service at all prior to leaving this review. We have never accessed the property at will on keys, neither have we had any accusation of theft in the many years and countless times we have completed property visits without tenants present because all staff are suitably vetted, trustworthy and reliable. As other reviews show, we are thorough at the end of tenancy, this is our job and we take great pride in doing it properly and in line with current legislative requirements, primarily in order to facilitate the comfort of new tenants in moving in who have the right to move into a clean and tidy home and be able to settle in straight away, however, as per a prior review, we are fair in doing so. At the end of the tenancy we use a portal which provides you with your tenancy agreement, original inventory, emails at 28, 21, 14 and 7 days before leaving with top tips and reminders and a full downloadable booklet containing a plethora of information to make it as easy as possible for you. I can see that you used your own cleaners for the end of tenancy. As detailed in the end of tenancy information, it is your responsibility to utilise the information provided to check that their standard of work meet this. Our end-of-tenancy documentation does include recommended cleaning companies (who have been vetted by us and a copy of their insurances held and have signed the required contractor agreement relating to service and professional standards to work with us) they can and will return for free if the cleaning does not reach the required standards. Sadly, we cannot allow you or any unvetted individuals access to the property following the end of tenancy for insurance purposes, this is made extremely clear in the end of tenancy guidance. I can see that you agreed the proposed deduction quickly and that this was minimal and we thank you for your understanding in this regard. 1. We covered this above, if we have other appointments scheduled we cannot move these. 2. As detailed in the check out information, please contact us if you are experiencing any issues, we would have happily provided support. 3. We would suggest contacting the cleaners you used, supplying the EOT report and asking for a refund accordingly for the areas missed. 4. Our check out is completed using the exact same software as the inventory and you are given 7 days at move-in to thoroughly check the inventory and make any additions you see fit yourselves, I note no amendments were made and you were happy the representation of the property laid out in the inventory was correct.
5/5
GoogleFrom the initial contact to arrange a viewing through to pick up of the keys, India and her colleagues were professional and friendly. Even a few weeks hiccups at the start of the tenancy were handled quickly. They definitely made the process less stressful
Thank you so much for your kind words! We're delighted to hear that you had a positive experience with India and the team. It's lovely to know we could help make the process smoother for you, even when a few hiccups popped up. If you ever need assistance in the future, don’t hesitate to reach out. Wishing you all the best in your new home!
5/5
View AgentsOutstanding in every way
I am so impressed with Platinum Properties. Maria and Alycia have gone out of their way to ensure everything runs perfectly for me. They took away all the stress and worry as I am 100% confident leaving my house to be fully managed by them. I have received first rate service from the outset and an outstanding level of professionalism. Thank you for everything!
Thank you for your kind words Nadia. We are glad that we have been able to find you a tenant so quickly. We wish you all the best.
5/5
GoogleThe team at Platinum are really approachable, professional and friendly. I was a long-standing tenant in one of their managed properties before being in the fortunate position to buy my house. Fast forward a couple of years and my life has taken me overseas, and I did not hesitate to turn to Platinum to manage my property, having known their attention to detail as a tenant prior. The customer service is great. Communication is clear and easy to navigate through any actions I may need to undertake as a landlord. They engage highly professional tradespeople and there is pragmatic guidance as to what is needed to ensure tenant safety and comfort, versus what is potentially a value add to the property. I thoroughly recommend the services of Platinum to any prospective private landlord or tenant.PositiveResponsiveness, Quality, Professionalism, Value
Thank you for the review and the feedback Deborah, we really appreciate it and will certainly look into that suggestion, it’s a great idea as we do know this can be a challenge.
5/5
GoogleAfter a difficult time moving away from the family home with my son, it was such a pleasure to receive the help and support from Lauren Brown, i have never rented property as i have always been a home owner, Lauren supported me throughout the process and explained absolutely everything, no question was ignored and i had some silly questions....the moving in process was so smooth and simple and any issues i had was answered straight away either over the phone or via email, the support my son and i have received from looking for somewhere to rent to now the after care from the whole team starting at the top has been incredible and very much appreciated, thank you all so muchPositiveResponsiveness, Quality, Professionalism, Value
Thank you Richard, it has been our pleasure to help you and we are so glad that you were settled and able to enjoy your first Christmas in your new home. Thank you too for the tasty treats!
5/5
GooglePlatinum Properties is outstanding. The entire team is extremely professional, responsive and personable. As an overseas landlord, I feel confident knowing that my property is completely in their hands. Thank you for everything you have done over the past four years for me. It has meant the world!
Thank you so much Nadia, its a real pleasure to be able to help you! We are so glad you feel this way.
5/5
GoogleAbsolutely no problem with these agents at all. They were very accommodating, informative, and efficient in responses. A huge thankyou to India and Abi for helping us along the journey to move into our new home.
Thank you ever so much for your lovely review! We're thrilled to hear that you had a positive experience with our team, and we will definitely pass on your kind words to India and Abi. It's always a pleasure to help people find their new home. If you need anything in the future, don’t hesitate to get in touch! Wishing you all the best in your new place!
4/5
GoogleWe like to support independents where we can and is part of the reason for choosing Platinum Properties for finding and vetting tenants. Maria is fab! She is extremely knowledgeable, always really helpful, and so friendly and welcoming.
Thank you so much Skye, it's always a true pleasure to help you find long-standing good tenants and we very much appreciate the business.
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
Platinum Properties's Ely office has 222 reviews across two platforms: 211 on Google, 11 on View Agents.
Platinum Properties Ely is rated 4.7 out of 5 across all 222 reviews, and 4.7 out of 5 on Google from 211 reviews.
6 reviews from landlords, rated 5.0 out of 5 on average. For example, Nadiaq wrote: "I am so impressed with Platinum Properties. Maria and Alycia have gone out of their way to ensure everything runs perfectly for me. They took away all the ..."
Platinum Properties Ely, 22 Market Place, Ely, Cambridgeshire, CB7 4NT.
