Studenttenantcom reviews

Thank you for your review. We’re sorry to hear that you’ve had this experience and would like the opportunity to look into what has happened and help resolve any outstanding issues. For clarity, Ryan does not work within our sales or lettings department and does not handle lettings enquiries or calls. We have also been unable to identify any emails or voicemails matching the circumstances described in your review over the past few weeks. If you could please provide us with your name and/or booking or tenancy details via private message, we can identify your case, investigate what has happened with the relevant team, and make sure your concerns are properly addressed. We’re always disappointed to hear when a student feels they haven’t received the level of service we expect, and we’d appreciate the opportunity to look into this and put things right. StudentTenant Team

Hi Ceyland, Sorry to hear that you are unhappy with our service. Following a thorough investigation of your account to see what has happened during your tenancy, we can confirm the following (see below). We do believe that this review is unfair considering your failure to provide relevant documentation on time, reporting issues outside of our system, and fully moving into the property earlier than your contract permitted. Key collection: Unfortunately, it was not possible for our team to hand over keys when requested, as you had not completed the necessary documentation to legally rent a room within the UK prior to your contract starting. This had been requested 28 days before the tenancy start date. As per UK law, it is vital that as a letting agency we have documentation to prove that you can legally rent within the UK as per Right to Rent checks. Unfortunately, as this was not provided before your tenancy agreement started, we could not permit moving into the property. As a company, we would face sanctions for failing to properly check that our tenants can rent within the UK legally. In addition to this, our team contacted you several times leading up the tenancy start date to advise that your security deposit was still outstanding, and you could not move into the property before this was paid as per your contract. The security deposit must be paid prior to moving into the property to protect the landlord if there are any breaches to the tenants lease obligations (such as damage, unpaid rent etc). Finally, as mentioned by my colleague Jade in an email sent on 30/07/2020, following your request to move in the following day despite outstanding documents and the security deposit, we were unavailable to deliver keys within a 24 hour window due to the pandemic. We had sent out prior correspondence stating that key collection would be on appointment only, and must be arranged in advance. Boiler issue: As per your welcome pack sent at the start of your tenancy, we require that all maintenance issues are logged either via our system, or emailing us so we can track them. On checking email correspondence with our team members, we received no inbound emails regarding an issue with your boiler at the start of winter in 2020. However, I can see that my colleague Jade booked an engineer to attend the property on 08/01/21 to fix the boiler following correspondence with your landlord who advised us that it was required to be fixed. Please note that as per your welcome pack, you should report issues directly to us as we manage the property and all maintenance is organised by us. It’s also worth noting that the welcome pack also advises that you can contact our maintenance partners British Gas directly if you wish. They offer 24/7 cover for boiler and heating issues and will have organised attendance to rectify any issues. You did not follow either of these guidelines (reporting to us directly or contacting British Gas directly), and instead contacted the landlord which could have delayed the boiler being fixed. Moving into the property: Finally, it is worth noting that you and your housemates moved into the property fully in August, despite your tenancy agreement advising that in July and August you could only store your belongings at the property at an agreed half-rent. When you advised us that you would like to move in fully, we negotiated with your landlord that you could stay at the property if you were to pay full rent for August. My colleague discussed this with you, your housemates, and your landlord and sent you an email advising you that you would be required to pay full rent for August on 29/08/20. Once again, we’re sorry that you had a bad experience with us. However, we do follow strict protocols to protect ourselves, the landlord and you and your fellow housemates. If you would like to discuss this further, please do contact us on 0333 772 0618 and we’ll be more than happy to help. StudentTenant.com

Thank you for your review. We’re sorry that you feel this way. However, we would like to clarify the circumstances surrounding the holding deposit. You chose to withdraw from the booking after the property had been reserved for you. The terms relating to the holding deposit were provided to you at the time of booking and you agreed to those terms. Under the Tenant Fees Act 2019, a holding deposit can be retained where a prospective tenant decides not to enter into the tenancy agreement or withdraws from the application process, provided the relevant legal requirements are met. In this case, the holding deposit was retained in accordance with the agreed terms and the applicable legislation. It was not a case of the company refusing to refund a deposit simply because you did not like the property. We are therefore disappointed by the suggestion that we have acted dishonestly. We are happy to discuss the matter further privately if you would like us to provide clarification regarding the booking and the terms that applied. StudentTenant Team

Hi Melissa, We’re sorry that you feel that you have had a bad experience with StudentTenant.com. Due to the nature of our service, we require the landlord's permission to confirm a viewing request. If we cannot get in touch with the landlord, the viewing cannot be carried out. In your case, the landlord of the property you were enquiring about did not respond to our calls or emails within the two day gap between the date you submitted the viewing request and the suggested viewing date/time. As we could not confirm the viewing on your behalf with the landlord within this period, the viewing could not go ahead as planned. Following this, our lettings team tried to contact you but it seems that you submitted a Right to Be Forgotten request. Due to GDPR regulations, we had to delete all of your personal details per your request, so we could not get in contact to discuss the viewing request or any further potential viewings going forward. If you would like to discuss this further, please don't hesitate to get in contact with us. Many thanks, The StudentTenant.com Team.

Hi there, Thank you for taking the time to voice your concerns. We have liaised with you directly on these matters but have received no response to allow a resolution. With regards to problems at the property, our policy is to ensure immediate response to emergency matters through our emergency maintenance contractors, and other matters are dealt with in a timely manner. Based on all reports for your property we can see this has been the case. In terms of rental payments we actually alter the payment dates for students to run in line with their loans, so already give a significant grace period to ensure further fees aren't incurred. If payments then are not received then interest will be charged on non paid rent. In terms of returning deposits we work on the landlords instructions in relation to any deductions. We allow our tenants to actually rectify issues by returning to the property prior to making deductions in a lot of cases. This was offered as an option in your case, however you did not choose to do so. We have addressed the accusation that the landlady was unhappy with our service directly with her, and will always work very closely with our clients to rectify any issues. Please get in touch with us if you still feel you have further concerns that have not been addressed. All the best, The StudentTenant.com team.

Thank you for your wonderful review! We're glad to hear that you've had a great experience with our service - and I'll pass on your lovely comments to Jake. From all at StudentTenant.com.

In November 2022, StudentTenant was acquired by Rooms4U and set up as a new business entity. We are very sorry to hear that you did not have a positive experience with the company under the old ownership. However, as a new business we would like to invite you back to use our services again. We've put in a lot of time and investment over the past few weeks to improve the systems and services to ensure that we’re doing everything we can to assist our customers effectively.

Thank you for your review, "Lol 123". We're happy to hear that you secured through the StudentTenant property viewing platform. However, I noticed your feedback about the guarantor issues that you encountered on our system which I cannot … More

Thank you for your wonderful review! We're glad to hear that you've had a great experience with our service - and I'll pass on your lovely comments to Lauren. From all at StudentTenant.com.

Hi Shakeel, Sorry to hear that you are unhappy with our service. Following a thorough investigation of your account to see what has happened during your tenancy, we can confirm the following (see below). We do believe that this review is unfair considering your failure to provide relevant documentation on time, reporting issues outside of our system, and fully moving into the property earlier than your contract permitted. Key collection: Unfortunately, it was not possible for our team to hand over keys when requested, as you had not completed the necessary documentation to legally rent a room within the UK prior to your contract starting. This had been requested 28 days before the tenancy start date. As per UK law, it is vital that as a letting agency we have documentation to prove that you can legally rent within the UK as per Right to Rent checks. Unfortunately, as this was not provided before your tenancy agreement started, we could not permit moving into the property. As a company, we would face sanctions for failing to properly check that our tenants can rent within the UK legally. In addition to this, our team contacted you several times leading up the tenancy start date to advise that your security deposit was still outstanding, and you could not move into the property before this was paid as per your contract. The security deposit must be paid prior to moving into the property to protect the landlord if there are any breaches to the tenants lease obligations (such as damage, unpaid rent etc). Finally, as mentioned by my colleague Jade in an email sent on 30/07/2020, following your request to move in the following day despite outstanding documents and the security deposit, we were unavailable to deliver keys within a 24 hour window due to the pandemic. We had sent out prior correspondence stating that key collection would be on appointment only, and must be arranged in advance. Boiler issue: As per your welcome pack sent at the start of your tenancy, we require that all maintenance issues are logged either via our system, or emailing us so we can track them. On checking email correspondence with our team members, we received no inbound emails regarding an issue with your boiler at the start of winter in 2020. However, I can see that my colleague Jade booked an engineer to attend the property on 08/01/21 to fix the boiler following correspondence with your landlord who advised us that it was required to be fixed. Please note that as per your welcome pack, you should report issues directly to us as we manage the property and all maintenance is organised by us. It’s also worth noting that the welcome pack also advises that you can contact our maintenance partners British Gas directly if you wish. They offer 24/7 cover for boiler and heating issues and will have organised attendance to rectify any issues. You did not follow either of these guidelines (reporting to us directly or contacting British Gas directly), and instead contacted the landlord which could have delayed the boiler being fixed. Moving into the property: Finally, it is worth noting that you and your housemates moved into the property fully in August, despite your tenancy agreement advising that in July and August you could only store your belongings at the property at an agreed half-rent. When you advised us that you would like to move in fully, we negotiated with your landlord that you could stay at the property if you were to pay full rent for August. My colleague discussed this with you, your housemates, and your landlord and sent you an email advising you that you would be required to pay full rent for August on 29/08/20. Once again, we’re sorry that you had a bad experience with us. However, we do follow strict protocols to protect ourselves, the landlord and you and your fellow housemates. If you would like to discuss this further, please do contact us on 0333 772 0618 and we’ll be more than happy to help. StudentTenant.com

Hi Sioned, Sorry to hear that you are unhappy with our service. Unfortunately, it’s very busy at this time of the year for all student letting agencies, landlords and deposit protection schemes dealing with returning security deposits due to the volume of students moving out of their University accommodation. As there are four parties involved (including yourself) with returning your deposit, it can take some time for it to be processed as everyone in the chain has to respond to the request. This process can also take longer if deductions are requested by the landlord due to issues when tenants leave the property in a joint tenancy agreement. We are also signed up to a DPS (Deposit Protection Scheme) which is backed by the Government. When it comes to deposit deductions, the DPS acts as a third-party to ensure that any deductions are fair for both the landlord and students. Legally, we are not authorised to deduct any amount of your security deposit without approval from the DPS. We are sorry that delays have slowed down the returning of your security deposit at this time, but I can assure that you will receive it back once all parties have agreed to deductions (if required) and the returning of it. If you would like to discuss this further, then please give us a call. All the best, StudentTenant.com

Hi Emilie, I’m sorry to hear that you feel that our service wasn’t up to the usual high standards we uphold. Unfortunately this was out of our control and we are very sorry that this happened to you. On the day of your scheduled viewing at 9:15am, the landlord of the property got in contact with us to let us know that the current tenants would be renewing their tenancy and the property would be no longer available. Unfortunately, due to the time of your scheduled viewing, our lettings team did not have adequate time to read the email from the landlord and change the availability of the property on the website before your property viewing timeslot. Once again, we are very sorry and if you would like to discuss this further, please don't hesitate to get in contact with us. Many thanks, The StudentTenant.com Team.

Hi Marlena, Thank you for taking your time to voice your concerns and we’re sorry to hear that our current referral model does not work for you. We currently have 2,000+ landlords who list with us on our current model and do not have any issues, but we will certainly consider your feedback when further improving our services. If you have any issues understanding our terms and conditions or our services, please feel free to give us a call and we can explain them to you. All the best, The StudentTenant.com team.

Hello Praveen. The property in question was listed in Nottingham, as indicated by the URL you … More