Platinum Properties reviews

Thank you so much for your lovely words, it really is very special when someone takes the time to leave such a lovely review despite the fact that, on this occasion, we are sorry you did not find a suitable home with us! We're thrilled to … More

Thank you Paul, its been an absolute pleasure helping you.

Thank you so much for taking the time to leave us 5* it means an awful lot to the whole team!

Thank you so much John, it's been our pleasure to help and we are truly very glad you have found the experience good and we are truly grateful for your 5* review. Thank you.

Thank you for taking the time to leave a review. Unfortunately, without a full name or any relevant context, it is extremely difficult for us to investigate or respond meaningfully to your comments. We would also note that this is not the first review posted from this account, mostly negative, and most notably we are not the first agents. While everyone is entitled to share their views, this further limits our ability to understand whether the feedback relates to a genuine experience with our business. As a managing agent, clear communication and professionalism are central to how we operate. We use a range of systems and processes designed to support tenants throughout the tenancy, including a CRM that tracks all communications, a tenant app, and a dedicated point of contact who provides guidance throughout the tenancy and feedback following visits. We also provide structured support through a Tenant Information Pack at the commencement of the tenancy, seasonal Winter Guidance during colder periods, and a comprehensive end-of-tenancy guidance platform. We take feedback seriously and are always open to understanding where we can improve. If you are able to contact us directly with further details, we would welcome the opportunity to review the situation properly and address any genuine concerns.

Further to your review, given we covered the full costs of your professional end of tenancy clean (which ran into few hundred pounds) to try and support you with your move at a difficult time we are very sad that you would leave this review to be honest. Equally we personally removed dog excrement from the garden and disposed of some items left in the house that would fit in our car to avoid as many charges to you as possible at the end of the tenancy. Your landlord refitted the property for you at the commencement of your tenancy at your request and was very upset and disappointed with the condition at the end, especially the staining to the carpet that couldn’t be lifted with the cleaning, and therefore sought to propose deduction’s accordingly and were awarded compensation. Sadly we also took the brunt of the anger and frustration over the condition the property was left in and a member of staff was also shouted at by the landlord as well as receiving a number of unpleasant emails from you. As said in other reviews, it is our job to propose deductions to you under our landlord instructions, we can’t simply not propose deductions as they may cause upset. We are sorry that our good deeds were so easily forgotten and that you feel we seemingly deserved the punishment of this review and the treatment we subsequently were subjected to by both yourself and the landlord despite trying our hardest to step in and resolve as much as we could at our own cost. The saying of no good deed ever goes unpunished would appear to be true. This is a lesson learned on our part about trying to do a good things for people! To this end we will leave people to draw their own conclusions regarding the support we provided and the review you have left.

Thank you so much for the 5*'s Scott, we are so pleased that we could provide a positive rental experience and are extremely grateful for your time in reviewing the service. We look forward to continuing to work with you moving forward.

Thank you very much for your kind review! We love working with you.

Nina, you have always been a total pleasure to work with and we are so glad to get such a glowing review, thank you, we are so very grateful. We hope you will be with us for as long as you find yourself renting :)

Thank you for your review. I don’t know where you have read we work 50/50 for both the landlord and the tenant, but, that’s a fundamental misunderstanding of the role of an agent who is engaged to provide a service to their clients, in our case our landlords. All agents services are engaged by the landlords of the properties and all agents earn their money from the landlords of the properties and all agents have a duty of care to their clients, the landlords. You will see in our response to some reviews here we are very transparent about this, so your indication you read reviews and understood us to be 50/50 is fundamentally flawed. Timeline of your application; 14/02 - viewing took place 15/02 - application forms sent to you on request 16/02 - you advise that you had mistyped your partners email when supplying it so this was corrected and applications reissued to your partner 17/02 - we confirm we have received applications and we propose these to the landlord (having waited an additional day for yours before proposing them all due to your mistake) 18/02 - you are advised that the landlord has opted for an alternative application It is important to point out, to avoid any disappointment in the future, that, speaking with our friends at other agents in the area, we know that all agents are currently taking multiple applications on all properties and giving their landlords a choice of tenants, it’s part of the service agreement between all agents and their landlords, we must, under legislation, propose all offers we receive against a property. That is why we do not take a holding deposit until our clients have made a definitive decision on who they wish to have as a tenant, so we don’t leave anyone out of pocket unnecessarily. Our application process is all very clear and set out in writing in the terms and conditions that you competed and signed (to confirm you had read and understood these) as part of asking us to put the application forward. As for your friend, the timeline required for referencing, property availability and process make that scenario impossible. All of the above being said, we do very much enjoy working with many excellent tenants who have been with us many years and do read and understand our processes (many enshrined in law) and understand the role each of us plays in the relationship. We are blessed to have these tenants, many of whom have taken the time to leave us good reviews on this platform and nominate us for awards each year. We are sorry landlords are leaving the market thanks to new legislation, we are sorry that government legislation means landlords are highly risk averse at the moment and we are sorry that the rental market has 34% less homes available and more people than ever looking to rent, but this is totally beyond our control. We are also sorry that you did not have your application accepted for the property, but, sadly, this is the current situation in the rental market, it is highly competitive, your frustration over this is currently shared by many others, including all of us agents who are trying to manage the situation as best we can. This does not make sending rude emails to the office, posting inaccurate reviews and trolling a company online out of frustration the most appropriate way of handling your disappointment. They people in the office here are human beings with their own families, wants, needs and problems to deal with that they put aside whilst trying to genuinely do their best each day they come to work to find nice people nice homes in what are very different and challenging circumstances due to demand in the market at the moment and how frustrated people are becoming with this situation, but it is beyond their control and they don’t deserve to be treated that way. We do very much wish you well in your continued property search, as we do everyone currently search for a home, and hope you find a suitable property soon.

Hi Tim, Thank you for your feedback. We won’t ever deny that our check out/final inspection process is very thorough, as we state in the end of tenancy guidance which does also detail all the areas of the property we inspect and gives details of our recommendations for cleaning companies (because we do appreciate negotiating a move can be stressful enough and, therefore, outsourcing cleaning is a sensible option). Sadly, good cleaners aren’t cheap and cheap cleaners are not good in our experience so, even more so now than ever before, cleaners are not the £6 per hour earning individuals they used to be and, given they provide a valuable service as much as anyone else in gainful employment, we don’t feel they should be. Our standards are unapologetically high to ensure that the property passes from your hands to the next tenants in a very clean condition so they can move in without the stress of finding themselves having to clean the house before they can settle in. Your tenancy passed from a different agent to ourselves part way through your tenancy and, as part of this, and as you know from communications at the end of your tenancy, they had retained the deposit under protection. Therefore, the delay was out of Platinums hands to a certain degree as it relied upon the old managing agent to release the funds to you and they were slow to respond to this once you had agreed deductions I am afraid. I am sorry about that, but it is not something we could control. Equally this does also mean that I am unable to comment on the original condition of the property when you moved in as we were not managing the property at this time. We thank you though for your kind comments surrounding our management during the time we oversaw this for you. We hope your move was otherwise smooth and you have settled into your new home well.

Thank you so much Justin, it's great to have other agents to throw thoughts and ideas around with!

Thank you Will, it was our pleasure. We hope you enjoy your new home for many years to come!

Thank you Will, it was our pleasure. We hope you enjoy your new home for many years to come!

Thank you Michael, it is a real pleasure being able to help and we are so glad you are happy with our service to date. Thank you for our 5*'s :).

Thank you so much Rachael, the pleasure is all ours, we love working with you.

Thank you so much Colin. We are sad to see you sell after three years of working with you, its been an absolute pleasure to help.

We are very sorry that you feel this way. Under government guidance at present we are required to prequalify all enquiries before offering viewings to stop the spread of Covid-19. We take the protection of everyone we work this in this regard extremely seriously and we would hope that anyone working with us would understand this and appreciate that we are seeking to protect their best interests too in this endeavour. If you feel that you have been spoken to or dealt with in an an unprofessional manner please do not hesitate to provide details to us accordingly so that we may investigate this, we have not received a direct complaint from you at this time to allow us to look into this accordingly. It is very important to us to investigate any complaint of this nature, as you can tell from our many good reviews this is not our standard practise. We wish you well with your ongoing property search.

Thank you for your review. We are a little disappointed that your concerns were not raised with us directly, but that you chose to leave a one star review in this respect instead. At the moment we are following current government guidance which asks that we ensure all parties are proceedable before putting anyone at risk by completing an in-person viewing within the current pandemic. We cannot comment upon the steps that any other agency takes in this respect, but we are sure that you can appreciate that the safety of our staff and current tenants (and indeed, you, as a potential viewer of a property) when completing physical in-person viewings at this time is of paramount importance and, as such, we are following this guidance carefully. All of our clients and current tenants are aware of this, thanks to our regular updates as to our working practises during the unprecedented situation, and are grateful that we take such a stringent approach to protect everyone and mitigate risk. We do have virtual viewings that we send in the first instance before we ask you to confirm your full details to ascertain your interest and check you are proceedable. We do not reference at this point in time and the information is held in line with our privacy policy (available on our website). We have worked with numerous parties during this time that have happily understood our processes and reasons for these and, would like to think, that this demonstrates we are a responsible agent who cares about our clients and customers and their health and wellbeing. Had you have spoken to us about your concerns we would have been happy to relay all of this to you.

Thank you for your review. We are a little disappointed that your concerns were not raised with us directly, but that you chose to leave a one star review in this respect instead. At the moment we are following current government guidance which asks that we ensure all parties are proceedable before putting anyone at risk by completing an in-person viewing within the current pandemic. We cannot comment upon the steps that any other agency takes in this respect, but we are sure that you can appreciate that the safety of our staff and current tenants (and indeed, you, as a potential viewer of a property) when completing physical in-person viewings at this time is of paramount importance and, as such, we are following this guidance carefully. All of our clients and current tenants are aware of this, thanks to our regular updates as to our working practises during the unprecedented situation, and are grateful that we take such a stringent approach to protect everyone and mitigate risk. We do have virtual viewings that we send in the first instance before we ask you to confirm your full details to ascertain your interest and check you are proceedable. We do not reference at this point in time and the information is held in line with our privacy policy (available on our website). We have worked with numerous parties during this time that have happily understood our processes and reasons for these and, would like to think, that this demonstrates we are a responsible agent who cares about our clients and customers and their health and wellbeing. Had you have spoken to us about your concerns we would have been happy to relay all of this to you.

Thank you so much for taking the time to leave us a 5* review Mark, it means a lot to the team and does make a big difference to them when they get great feedback.