5/5
TrustpilotGreat service
Spoke to Jack, very polite and great help 👍🏼
Agent replied · 16 June 2024
Thank you for your kind feedback James!
Trusted Agent profile · HIGHBRIDGE
Simple Life HIGHBRIDGE reviews
★★★★★
1,186 reviews across 1 platform
ISLEPORT LANE, HIGHBRIDGE, TA9 4QZ
Simple Life's office in HIGHBRIDGE, at ISLEPORT LANE, is rated 3.8 out of 5 across 1,186 reviews on 1 platform.
Reviews
Every review we hold for the HIGHBRIDGE office, from every platform, shown as written. First names only.
Trustpilot5/5
TrustpilotThank you for reaching out to us!
We are a family of two from Hong Kong. Thanks to the merciful BNO policy, we have granted our right to live in the UK since early of March. We had been searched hundreds letting properties in last two months but no any landlord was interested in accepting our offer. I though it is due to the lack of credit history in the UK as well as we were not physically presented in the UK. We were both frustrated about our situation but suddenly we have received an email offer from the Simple Life. Having communicated with the representative of the Simple Life, we have finally made our first home in the UK with the Simple Life. During the process of the tenancy we found the representatives were very responsive and helpful. They indeed gave us a very impressive experience and I will definitely share it with other BNOs in the near future. Thank you for reaching out to us!
Agent replied · 16 June 2024
Hi Mankit, thank you so much for sharing your story! We're really pleased we were able to find you a new home and to help you with your big move. We hope you settle in quickly!
2/5
TrustpilotWe had many problems with simple life
We had many problems with simple life, starting with them double booking the plot we had paid a deposit on. We were told we needed to choose another site & we had to have a three bedroom property (when we had reserved a 2 bed). Once we moved in, our boiler was broken. With 2 young children this was an issue. The garden was left in a state, not to mention the manhole sticking right out of the ground. We were (as residents) told we would be able to access help during the Covid 19 pandemic-yet when my partner & myself were given positive results & were unable to work, simple life did not share our concerns. They were not phased by the fact that we would not be able to pay our rent and were told it would have to be paid no matter what. Poor customer service from start to finish!
Agent replied · 16 June 2024
Hi Claire-Louise, We’re sad to hear that you’ve really not had the best experience throughout your journey with us to date. As you will be aware, we have recently made a lot of changes in our customer service team to ensure that residents are getting the high quality service that we pride ourselves on. We appreciate that this is no excuse for the poor service you have received to date but we really do hope that you start to see a big difference moving forward. In the meantime, we would like to apologise for any inconvenience caused. We would also like to take the opportunity to pick up on your point about Covid and requiring support during this time. As you know we are always here to help those who have genuine problems with their rent and throughout the pandemic we have been offering residents suitable support if they were struggling as a direct result of Coronavirus. We can see from our records that like all our residents, this was communicated and offered to you. Our Head of BTR has tried to get in touch with you a few times over the past few days to chat through your situation and to see how we might be able to help. If you could give us a call back when convenient, we are here to help.
2/5
TrustpilotVery very unhappy.
The application process and the moving in process was straightforward, me and my partner were pleased with that. However, once we'd moved and settled in, a couple of months or so into the tenancy, we noticed a problem with the boiler - constantly completely dropping in pressure, all sorts of fault codes appearing which one night resulted in my partner having to call out an emergency gas engineer. These problems were reported to our Manager of the property, and ever since the 1st reporting, Simple Life have been shocking at how they have handled the problem. We had to go just under 2 weeks with no heating or hot water (Simple Life were aware of this) and yet it took them nearly 2 weeks to "sort" it. I have a little toddler who's not even 2 yet, and also heavily pregnant. My little girl had to stay with my mum for them 2 weeks we had no heating or hot water, as I was not having her suffer just because the issue wasn't getting fixed by Simple Life. All this has been ongoing for months now, however it has been 6 weeks since the boiler also started leaking every day, and since they sent a contractor out to have another look, to which he finally (hopefully) found what needed fixing. 6 weeks ago - and Simple Life have not communicated with us to tell us if or even when they intend to order the parts that the boiler needs to be fixed - it is always me or my partner getting on at them and chasing them up for some sort of communication and we always get some excuse. It does not take nearly 2 months to get "approval of a quote from a contractor" when all needs doing is ordering a certain part for the boiler or even a new one. Our boiler is STILL leaking water every day, the leaks are now coming from more parts of the boiler, it is still completely going in pressure, more fault codes .. I could go on but I'd be here all day. Very very poor communication from Simple Life , i dread to think what if the situation isn't fixed by the time my newborn baby is born, in the next few weeks. They also ignored us for a couple of months regarding our washing machine, too. We could never use it without it tripping the fuse box and all the lights going off, even after a contractor had been out, looked at it and reported back to them what needed doing. We've only recently got that fixed. So far we've just had an awful experience , to the point where my partner and I have been speaking about moving elsewhere once our contract is up, we are just so unhappy and frustrated with this issue.
Agent replied · 16 June 2024
Hi Megan,Thank you for bringing this to our attention. We’re really sorry that you’ve had so many issues with your boiler. We can see from your record that the issue has been seen to and ‘fixed’ by a contractor on many occasions, yet each time the issue has reoccurred which must be so frustrating. We’re really sorry for all the complications and we really do share in your frustration on the matter. Our Head of BTR has picked this up and we’re pleased to see that a new appointment has been made for Friday. Our Head of BTR will be monitoring this for you to ensure that the issue is fixed once and for all and that everything is satisfactory for you. Again, we apologise for the inconvenience and we hope you have a better experience with us moving forward.
5/5
TrustpilotThe whole experience from first seeing…
The whole experience from first seeing the property online to signing up for a rental was so easy with Simplelifehomes. The staff we dealt with was very professional, & very helpful. They answered any questions we had immediatly either by email or phone. As my wife and i are currently in Australia and are re-patriating, we were a bit worried we wouldn't have a property to move in to straight away, until we found these guys who took all our worries away.
Agent replied · 16 June 2024
Thank you Richard. It's wonderful to know that you have been well looked after and we have made things nice and easy to assist with your big move. We wish you many happy memories in your new home!
5/5
Trustpilotsuch a perfect first home
such a perfect first home for me and my partner, we couldn't ask for more! its clean, well laid out and every little detail has been thought out carefully. the support on house DIY is great for people moving into their first home with plenty of simplelifehome youtube videos! window are cleaned!! communication between the staff at simple life homes is fast, if you ever have an issue with something they are quick to respond and deal with it for you. they have lovely event days for residents and great online competitions and promote simple life homes residents if you have a business. honestly the best!
Agent replied · 16 June 2024
Hi Sasha, We're really happy that you've had such a brilliant experience with us and that you have been making the most of our community events. Thank you for taking the time to leave a review.
5/5
TrustpilotOlivia has been such a great help…
Olivia has been such a great help whilst renting our simple life property at havenswood eccles!
Agent replied · 16 June 2024
Thank you for your lovely feedback Lauren!
1/5
TrustpilotTenant beware take plenty of photos on move in and move out
***UPDATE***Went to adjudication with the DPS and got the rest of my deposit back. Not sure if Simple Life didn't submit any evidence as this was resolved within a week of the evidence deadline. Any tenants going through similar please persevere and send to adjudication as you most likely have a positive outcome like mineWhen you move into one of their houses please please make sure you take detailed photos from every which angle especially if you are moving into a house that has already been rented previously. I had numerous problems before moving in (admin related) and when I finally got into the house last year the cleaning wasn't the best. I commented on the inventory but didn't think to take detailed photos of all the issues as I considered them very minor. When I moved out in April they have tried to keep £390 of my deposit as despite my property being cleaned by my usual cleaner and having a company in to clean the oven this wasn't deemed acceptable. They also wanted £180 as they claimed the second bedroom needed painting but they backed down over this. Please make sure you take photos of absolutely everything on checkout as I am now in dispute with them regarding their £210 charge for the deep clean. The pictures they have taken are ridiculous and are very close up and from different angles compared to check in. Don't expect them to be quick either if anything needs fixing as they also left me without a washing machine for the best part of two weeks and all my neighbours that had any maintenance issues faced the same wait. All these good reviews are from people who have yet to move in and as more people come to move you will get more reviews like mine and some of the others sprinkled on here. I would not recommend to rent from Simple Life as they make life far from simple
Agent replied · 16 June 2024
Hi Michelle, Thank you for providing us with more information so we can respond fully. We’re pleased to say that despite some of the walls needing a re-paint, this has been deemed fair wear and tear and has therefore been covered by ourselves, this also includes some minor fixes and works required in readiness for new residents to move in. We’ve sourced a more competitive quote for the deep clean and are sorry for the inconvenience caused here. We understand that you have since agreed that a number of items required cleaning in line with the pictures taken as part of your check out report. The costs presented for the deep clean include cleaning of appliances and carpets, which is more than would be included in a light clean. We have also reviewed and compared the condition of the property from your move in report and the end of tenancy report and we can confirm the charges presented to you at the end of tenancy are justified and reasonable based on the cleaning required. All deposits are held by an independent adjudicator, the TDS, so if there are any disputes regarding the proposed deductions, this can be reviewed on behalf of both parties independently. We’d also like to take the opportunity to address your comments regarding maintenance. We have looked at your maintenance record and can see that all requests have been completed within our set timeframes, including repairs like the washing machine which are not deemed an emergency. We’re sorry that you are disappointed with the outcome of your check out report and hope our efforts to reduce costs where we can have provided some recompense.
1/5
TrustpilotIs it a scam?
My experience with this company makes it feels like a scam.We were delighted to find a beautiful looking property let my simple homes.We got the checks and guarantees done within the first 24 hours and payed the holding deposit as they said it was a new build so we couldn't view it ... yet.However having waited 3 weeks, we heard that there were tenants in the property which is why we couldn't view it, then they said as soon as the current tenants have vacated (31st may) we would be able to arrange a viewing.Since that date we have sent emails and attempted several phone calls. The emails have not been responded to and no one answer the calls.
Agent replied · 16 June 2024
Hi Kasai,Thanks for making us aware of your situation. We’d like to reassure you that we will always try to arrange a viewing as soon as possible. In this instance we needed to wait until the previous residents moved out of the property, and then we had a slight unanticipated delay due to the bank holiday weekend - we’re sorry that it took a few days longer to get a viewing booked in with you. We can see that you tried to call a number of times within half an hour of each other a few days ago. We apologise that no one was on-hand to take your call, however as soon as a message was left, we made sure that someone returned your call.We’re glad to see that you now have a viewing arranged and we’re very much looking forward to showing you around.
1/5
TrustpilotIs this for real?
Is this for real? I mean, who on earth rents a home without seeing it or meeting with someone in person??? I can't find any offices for this company and this kind of dealing sounds as dodgy as h**l! I found a couple of properties advertised via Zoopla near Dunstable and when I contacted Simple Life, I was told that the virtual tour is the only thing i can go by to make a decision, pay a holding deposit, first month rent and 5 weeks deposit. Who on earth parts with £3,500 to rent a property they have never seen? Huge alarm bells!!!!!!!!!!!!!!!!!!!!!!!!!!!
Agent replied · 16 June 2024
Hi Oana,Thank you for your message. We believe that there was a misunderstanding here. We specialise in new build rental homes, so often we will be marketing and taking applications for properties before they are 100% completed, which means that specific plots cannot always be viewed for health and safety reasons, however you are able to view other completed properties at this development, as well as the show home we have available there. We’d also like to reassure you that 5 weeks deposit is a standard deposit across the rental industry.I understand that our head of lettings has spoken to you today to explain the process and we’re pleased to hear that you have a viewing booked in. We very much look forward to showing you around. If you’d like to find out more about Simple Life and what to expect as one of our residents, please feel free to visit our website www.simplelifehomes.co.uk, where you can view properties and find out more about our communities.
5/5
TrustpilotVery good experiences as a tenant
Very good experiences as a tenant: from a very beginning during the application process to living in one of their houses. Good cooperation: phone calls are answered and you are being listened. A good quality house which makes living in it as a very plessant experience which is very important for a foreigner who needed to have found a new house in a new country. The company philosphy, ethos seem to represent very personal approach.I recommend that company as a trustful one. Many thanks.
Agent replied · 16 June 2024
Thank you Aleksandra, what a fabulous review! We're so pleased you're having such a great experience with us and you're enjoying your new home!
1/5
TrustpilotAVOID AT ALL COSTS
**UPDATED**Resolved now thanks to the great service from Adam who has been fantastic from the start. Huge thank you once again Adam for being so helpful and for getting this resolved so quickly. You deserve a raise!!!Absolutely shocking - avoid at all costs.Trying to get a reply from anyone is the first issue. Moved out nearly 3 weeks ago, new tenants have moved in but still haven’t received our deposit back despite leaving the property in perfect condition.Beautiful houses but not worth it for the terrible landlords. My advice - go elsewhere!
Agent replied · 16 June 2024
Hi Fiona, Thank you for supplying us with some more information so we were able to locate your tenancy. Apologies for the delay originally, we're pleased that Adam has since picked this up with you and sorted everything out promptly.
1/5
TrustpilotIncompetent customer service
They took 3 months and a half to remove the name of my housemate on my existing contract, after they left.Every time I checked in with them there was an issue: people on leave, someone forgetting to forward my application, and so on.They ran reference checks all over again and in the meantime I was left without knowing whether the contract would have been renewed or not, unable to set up bills.
Agent replied · 16 June 2024
Hello,Thank you for sharing further information with us via Trust Pilot so we’re able to identify your tenancy with us.Adam, our Head of BTR has been trying to get in touch with you and unfortunately has had no response just yet. We’d really like the opportunity to speak with you regarding your review. According to our records the change of sharer was first requested just one month ago, so we are concerned that your timings do not match with our own.When we have a change of sharer, the new sharer has to undergo referencing and all the usual processes which needs to be accounted for. We are pleased to see that this part of the process is now complete and our next steps is the coordination and signing of the paperwork and deposit. The team has been trying to get hold of you to get this completed, so please do give us a call back so we can proceed.
4/5
TrustpilotSimple life are great in terms of…
Simple life are great in terms of tenant engagement, competitions and well maintained sites. The repairs system is slightly flawed, with putting SLAs on repairs and not meeting them it causes disappointment, would love more communication with this, since Megan has taken over it’s been a lot better! We will be staying in our simple life home for a long time, we are happy here and they allowed us to get a dog and make changes where we needed to our home.
Agent replied · 16 June 2024
Hi Lauren, thank you for your review and feedback. We're pleased to hear that you are taking advantage of the competitions and the excellent Simple Life community! We are working closely with our contractors and house builders to ever improve response times to maintenance requests, so we thank you for this feedback. We're glad that Megan has been looking after you well and we will share your lovely feedback with her. We're delighted that you want to stay in your Simple Life home for many years to come!
5/5
TrustpilotBest viewing experience
I did a viewing for a house with Simple life, Olivia from Simple life did the viewing for us in a very decent manner, she was really friendly and informative, we asked her a lot of questions and she was happy to answer them professionally. She even suggested some other options available at the company's website, me and my wife really liked the viewing experience.
Agent replied · 16 June 2024
Hi Mahmoud, Thank you so much for taking the time to leave us a review! We're pleased to hear that you have had a good experience with us so far!
3/5
TrustpilotI have been in my house for 9 months…
Update: simple life have had a new team which have taken over recently and they are going to resolve a lot off issues that us as tenants have that haven't been helped or resolved by the other team. A lady phoned me today to talk about my issues and she has already sorted one of my problems and I'm hoping to sort my other problems out with the garden aswell which is amazing. Hopefully other tenants can get their problems sorted aswell and have a better simple life tenancy. I have been in my house for 9 months now and I do love my house but these houses have just been quickly put up with lots of problems. A lot of people in my estate have had more problems than me. I had no hot water or heating with 3 young children and apparently it wasn't a full on emergency so had to wait till it got fixed. Also the shower keeps leaking hopefully be getting it fixed for the second time now. My smoke alarm kept going off for a few days but apparently that wasn't an emergency either with my sleeping young children. Other people on my estate had non working washers and dishwashers. Shower leaking to downstairs ceiling and the tenant nearly had to pay to have it sorted =\Most of the gardens flood as they have just laid grass over clay and rubble and they don't care. I have messaged them about the garden and they won't let you have anymore slabbing they want you to keep there crappy grass that is patchy and unevenly laid. No chance for decking in most of the new builds even though some people are allowed to have it? Very unfair. I have not yet experienced this but have spoke to other people and saw other people's comments and realised you will not get your deposit back!! Speak to anyone that has moved out of these houses and they have redone the whole house back to its original state and they will still find little things to keep your deposit which is disgusting as its not cheap. They do allow you to decorate and have shelving photo frames etc on the walls which is one good thing. The kitchens are beautiful (I'm in an ellesmere house) sky lights in the kitchen. Bedrooms are quite small, I have three children but I manage. I also hate the idea of sharing a drive (I have a side drive) but they are quite small. I had a dooner pushchair so had to open the back door all the way which meant I had to park close to the other car, which was a pain. Also these houses are not sound proof at all. I can hear my baby daughter crying from a few doors down I don't have a fro t drive so the house is closer to the path but I shouldn't be able to hear everything.
Agent replied · 16 June 2024
Hi Terri,Thank you for raising the issues you have been facing. As you have recently stated in your updated review, someone from our new team has been in touch to make sure that all your problems have been logged and are being seen to. We’re pleased to see that one of the problems was fixed yesterday for you and another scheduled in today.We’re very sorry for the delay in getting some of your maintenance requests fixed to date. As you are aware, we have been reviewing the customer service across our brand, and we’re pleased to have made some changes to provide a much better experience from now and in to the future. We would like to take this opportunity to let you know that we have a new process in place for alteration requests, so things like adding additional slabs to your back garden is now possible and can be requested by filling out the alteration request form: https://www.simplelifehomes.co.uk/residents/. We’d also like to reassure you that we want residents to receive their full deposit back and we only retain deposits where residents have not left their property in an appropriate state. We have an optional pre-check out appointment available, which allows for your asset manager to work with you to identify anything that needs looking at before you vacate your property, in order to get your full deposit back.
5/5
TrustpilotExcellent service received
Excellent service received! I am very pleased Simple Life are moving towards the future by building new builds specifically for rent and are embracing people's decisions to rent instead of buy! I think renting is an amazing choice, better for economy and better for the environment, houses are maintained to a high standard. I for one treat the home I live in as my own home and so therefore treat every aspect with care. I then have a body like Simple Life to provide that helping hand if required! I am very pleased I found Simple Life and would definitely recommend them for those Future Rent Generation people!
Agent replied · 16 June 2024
This has made our Friday Haroon! What an excellent review! This is exactly what we're here for and we're really pleased you feel this way about our homes and service!
1/5
TrustpilotIf I could give a lower rating I would
If I could give a lower rating I would, the aftercare service is nothing short of laughable no one ever calls you back the person in charge of our apartments put the wrong phone number on his profile page our toilet doesn’t work and hasn’t for the last 3 months even though I’ve constant phone calls and emails, my girlfriend is pregnant but that doesn’t seem to matter to Simple Life !!!!!!!!!!As long as you keep paying the rent that’s all that matters to Low Life aka Simple Life 😡
Agent replied · 16 June 2024
Hi Paul,Thank you for making us aware of your frustrations. We have had a look at your record and we can see that you have logged a number of issues with your downstairs toilet. Each time, a contractor has been out to sort the issue within a reasonable amount of time, however we can see the problem has persisted which must be extremely frustrating and we are sorry that this has been the case. We’re pleased to hear that your Asset Manager has been in touch with you to make sure everything is resolved once and for all, with the ongoing problem being resolved within 2 hours yesterday and a new issue that you have raised is being fixed today. We have double checked our communications and can confirm the phone numbers given out are correct. I believe your Asset Manager has also since confirmed these with you and you have since confirmed that the wrong number was entered in to your phone. Please don’t hesitate to contact your Asset Manager with any future problems, they are always there to help and we hope that you have a smoother experience moving forward.
5/5
TrustpilotExcellent guest service
The Agent was great and quick to reply to my question. She was excellent and professional to provide different types of property for me. Her name was Rebecca
Agent replied · 16 June 2024
Thank you for your kind feedback Wai!
4/5
TrustpilotGood service
The service provided by the lettings team was exceptional. They informed me about the property which wasn't even in the market. They were also very responsive on their emails. The referencing team was a bit difficult to deal with as they weren't being appreciative of our concerns. The response time was slow which I can understand can be because they were busy, but I would atleast expected an acknowledgement and an estimated time on when they can respond.
Agent replied · 16 June 2024
Hello, Thank you for your review. We’re delighted to hear that you’re happy with the service provided by our lettings team. We apologise for any delayed communication from our referencing team. Often once your information is submitted, it can take a little while for the referencing process to complete - this is largely dictated by how quickly your 'referencees' come back to us. We’re also aware that as soon as you submit your referencing information, your communication and updates come through from the 3rd party referencing company. In light of recent feedback we will be revisiting our communications to ensure that our customers are kept up to date by us directly. If you wouldn’t mind emailing us at marketing@simplelifehomes.co.uk to let us know which part of the referencing journey you felt our communications fell down, it would be very much appreciated.
5/5
TrustpilotCatalina has been absolutely fantastic…
Catalina has been absolutely fantastic in helping me find a place for myself and my daughter! Extremely professional, very detailed and takes a caring approach!Highly recommend the team!Thanks again for everything! Gary
Agent replied · 16 June 2024
Hi Gary, thank you so much for your review! We're really please you have had a fantastic experience. Thank you for sharing.
5/5
TrustpilotJade at Simple Life
I am hoping to rent a property with Simple Life. Jade has been extremely helpful and patient with me. She answers emails immediately and nothing is ever too much trouble for her.
Agent replied · 16 June 2024
Thank you for your review Sarah! We're delighted to hear that Jade's been a huge help to you. We will make sure she gets a copy of your compliments.
5/5
TrustpilotSimpleLifeHomes really simplifying our lives:)
We recently moved to the UK from South Africa (because of work). I found it extremely difficult to rent property or to get referencing. Before arriving I already had a bad exprience with a rental agency and again upon my arrival. It honestly looked like we were not going to have any luck and this whilst the cost of the B&B was running high. I came across a property to let in Middelsbrough"via RightMove, clicked on "email agent" and within minutes I was contacted, by a very friendly agent I might add. After the first call everything fell into place. We were constantly kept in the loop and also got referals for furniture (which we desperately needed help with), insurance & broadband companies. Being new in a country I would highly recommend using Simplelifehomes. What I was battling with for over three months got resolved in two weeks and we will be moving into our new home by end of the month. A big thank you to the entire team that assisted us during this process!
Agent replied · 16 June 2024
This is such a wonderful story Ferlicia! We're so pleased we've been able to be a part of making you feel welcomed and settled with such a huge move! It's great to hear that all the extra helpful bits of information and recommendations we provide have been really useful to you. We look forward to getting you moved in and we wish you many happy years in your new home!
5/5
TrustpilotGreat Ladies
The Simple life team that I have dealt with have been Amazing it started with Jade who helped us find I property she was extremely helpful and moved fast within her role to secure us our home very friendly lady and nothing was ever to much trouble.Kate also super helpful and friendly and answered every question we had and her responses were very quick nothing was ever to much trouble for her.Megan I have probably driven this lady crazy with emails asking questions she has always responded very quickly and professionally always happy to help us and nothing was ever to much trouble. These ladies are a credit to Simple life and its rare to come across such a great set of people in one organisation. Keep doing what your doing ladies we can not wait to begin our Simple life future with you guys just over 2 weeks to go.Thanks again for all of your help take care and keep safe Michelle & Simon Ward
Agent replied · 16 June 2024
Thank you Michelle for such a wonderful review! We're pleased that Jade, Kate and Megan have all been looking after you very well. Looking forward to getting you moved in to your new home!
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.
