1/5
GoogleStay away from this place!! I can't put into words my dissatisfaction as a customer. I rented a flat in Victoria from them in 2023 which turned out to be the following nightmare: Everything started with the move in, which was done without any of the checks we had in the contract. They directed me to another agency that gave me 1 set of keys (we were 2 tenants) and told me to head to the flat by myself. No inventory was provided whatsoever, no second set of keys was given to us and no energy/gas meter was presented. Not to mention the state of the apartment: broken wooden floor with nails popping out, broken cabinet in the bathroom, mold in the shower, shower not working, clogged pipes, dust everywhere, a broken fridge and 2 cooktops not working After noticing all these irregularities, we got in touch with Arona and Jo (who were in charge of the flat) with photos and videos of the mentioned issues. We were instructed that the video was going to be used as an inventory of the state of the items and that maintenance could not be provided as of the date due to the contractor they used not being in town (more than 2 months passed without someone showing up in the apartment. Someone only came after we threatened to sue them over the moldiness and state of the flat). On top of that, I can add the lack of response to the issues raised multiple times where we had our emails and claims ignored by them to the point we had to chase Arona through many phone calls to get a hold on her Unexpected extra charge + magical extension of the contract without ask: The second tenant was supposed to arrive a couple of weeks later due to visa issues (which we made them aware from the beginning of our conversations). A few days before landing in the UK they message us stating that he could not come to the apartment as they had not finished validating his documents (after a month and a half of discussions on the documents and no manifestation of them whatsoever about his moving). The other tenant had to stay away from the apartment as they took more than a month after his arrival date to "validate" his documents [knowing he already had a right to rent, a right to work and passport that was supplied to them]. Additionally, they tried to charge us extra fees for issuing what they called an "extra contract"/"contract addendun" adding his name to the original document. This was never mentioned priorly and the justification given was the extra charge was coming due to "time and money being spent by them" on this task (highlighting here that we had already paid the agency holding and service fee in the beginning). When the "addendun" to the contract was ready, they decided to changed the tenancy length without our approval by an additional six months stating that "Arona wanted to offer us a longer contract" (no one had asked for this at any point). After all this mess and deliberately trying to make us sign a longer contract, they magically decided that no contract was needed and he could move in the flat (flagging again that this took almost 2 months) During the stay they conducted multiple viewings of the house (which by law is not an issue), but for some reason we had to be home to open and close the house to Arona, who allegedly didn't have a set of keys. We discovered later in our tenancy that this was not the case and they indeed had a set of keys that was used to open the house closer to the end of the tenancy Handover of the flat: the handover of the flat was a complete chaos. They sent contractors to work on the flat on a Saturday 8am one week before we moved out (Coppermils told us the day before that contractors were coming). Not to mention the amount of noise and disturbance on a Saturday morning, the contractors left the house in the middle of the day, without water, equipment on the floor, shower unusable and multiple gadgets in the kitchen. Nobody contacted us regarding the water nor the fact they were going to have to come back the next days. When contacting Arona and Jo we were advised to "take a bath using the sink"
Agent replied · 24 October 2024
We ask that you contact the agency and refer the contents of this email so it can be addressed. You will have taken the property in the condition it was in from the let. We are committed to working with tenants and taking on board issues. It is important to contact us as we intend to reply and take this us formally with you. We look forward to hearing from you.
