Trusted Agent profile
★★★★★
212 reviews across 2 platforms
1 Mead Way, Shuttleworth Mead, Padiham, Burnley, Lancashire, BB12 7NG
Ascend's Lancashire office at 1 Mead Way is rated 3.5 out of 5 across 212 reviews on two platforms, including 51 Google reviews rated 3.8.
Every review we hold for the Lancashire office, from every platform, shown as written. First names only.
5/5
TrustpilotHighly recommended
Highly recommended. Natalie is lovely, nothing is to much trouble . Queries handled quickly and as far as able , resolved.
Hi Donna, Thank you for taking the time to leave us some feedback, and it's great to read you're happy with our service. We'll be sure to pass on your comments to Natalie too!
1/5
TrustpilotThey don't give any attention at all…
They don't give any attention at all after you paid the deposit, all the enquiry were ignored and proceed extremely slow.
1/5
TrustpilotTerrible experience
I strongly recommend the renters to avoid them. I was their tenant and delivered the property in excellent condition. I had £950 as deposit but they claimed £2000 and even threatened me for legal action. They have professional team who know how to claim. A friendly alert to new renters. Please avoid them. Please read other reviews for deposit claims to notice what I mean.
Thank you for taking the time to leave us a review. However, we are disappointed to read that your experience has not been positive and we’d like to look into this further for you.You will see we have sent you a request for more identifiable information via Trustpilot as we are unable to locate you on our database using the details provided within this review. If you wouldn't mind getting back to us, it will allow us to locate your records so we can help make sure any queries are rectified for you.The Ascend Team
4/5
TrustpilotGood service at Ascend Properties!
Our building manager Aleaya is very responsive and will endeavour to ensure any problems are resolved as soon as possible.
Thanks so much, Hannah!
1/5
TrustpilotNever rent with ascend
Never rent with ascend, theyre severely understaffed. Any claims or queries will take months for them to actually get done, got one time the electric radiators broken during winter and had to get my own technician to have a look after 6 weeks of not responding. Everything will be blamed on the tenant when a checkout report is due and will take ages for them to issue it just to realize that they're falsely claiming expenses against the tenantwhen the property was left better than when moving in. Management are scammers
1/5
TrustpilotDon't rent with Ascend!!
I don't know who wrote all these positive reviews by my experience has been very different. I would say that they are the most deceitful, untrustworthy bunch of rogues I have ever had the misfortune to deal with. Forget getting a deposit back as they will make up any reason to keep it. Rarely fix anything, close cases without anyone visiting the property and then charge you for work they didn't complete when you leave. They also think it's OK to increase your rent, not tell you about it and then say your behind on rent!!! Don't trust them and don't rent through them! Ever!!!!
5/5
TrustpilotThere when you need them
There when you need them , but not in your face when you don’t. Excellent service from start to finish
5/5
TrustpilotExcellent Service
Mark Lewin has managed my property for over four years. From the outset, the service received from him and his team has always been excellent. As I am based away from the UK, it gives me great assurance that my property is well looked after and that if any issues come up are dealt with efficiently and promptly. I thoroughly recommend the services of Ascend. Thank you.
This is such a great read, thank you so much for taking the time to leave us this review! We will also be sure to pass on your lovely comments to Mark and the team.
5/5
TrustpilotRebecca was very helpful in arranging a…
Rebecca was very helpful in arranging a viewing for an apartment and for assisting me with the application.
Thanks for your kind words, we're delighted Rebecca was able to assist you with the whole process!
5/5
TrustpilotThank you Adam!
Super professional service from Adam Fairhurst. He’s been an absolute star all throughout the process and was always happy to help - Thank you very much Adam!
5/5
GoogleFantastic team of dedicated people who have been amazing from point of interest in the property I rent, not really spoke to any fellas there😊 so, Big Thank you Ladies, you're all amazing x …
Thank you Dave
5/5
TrustpilotRebecca Evans was fab
Rebecca Evans was fab. Responded really quickly and secured the property we were looking at. Fully recommend.
Thanks so much Katie, we have passed on your comments to Rebecca too!
1/5
TrustpilotDishonest.
I went to view a property with intent on moving in, property was a new build and was perfect. After filling in all the forms emailed to me I was asked for a holding deposit. I know I have a ccj and asked if this would affect me, the person I was speaking to (cannot remember her name) told me I’d be ok if I had a guarantor which I had. I received an email to say that the property was mine, followed by a phone call to say because I had a ccj they couldn’t let to me and I lost the £125 holding fee. They knew this in the beginning but still took my money. Very dishonest.
1/5
TrustpilotIAVOID Ascend as they will try steal your deposit!
I would AVOID Ascend as they will try and steal your deposit!!
Hi Will, We’re really sorry to hear that your experience with Ascend Living wasn’t up to our usual high standards. Please be assured that it is industry standard for your deposit to be held with a Government approved protection scheme throughout the duration of the tenancy which in this case is the Tenancy Deposit Scheme (TDS). This ensures that not only are the funds protected by an independent body, but equally that all vacating tenants have the same right to escalate any deposit dispute for impartial arbitration should this be required to reach a mutual agreement on fair apportionment. When proposing deductions from a security deposit this is carefully considered by reviewing the findings from the check-out report against the original condition documented within then inventory from the commencement of the tenancy. Any works that are required to make ready the property for market are categorised into either tenant damage, or landlord liability based on industry recognised fair wear and tear parameters which are calculated using the TDS’ own calculator for consistency. As we understand it positively you have since spoken again with Kit and the deposit has now been settled with both parties coming to an agreed apportionment without the need for escalation. We are pleased that we could reach an amicable resolution on this case and thank you for your continued patience, now all that is outstanding is for the deposit release process to be actioned by TDS. Once again, we’d like to apologise for your experience. If you have any further questions or need any additional support, please don’t hesitate to get in touch. -The Ascend Living Team
5/5
TrustpilotEmma Charlton is absolutely fantastic
Emma Charlton is absolutely fantastic to talk to, recommend Dealing with her if you get the choice!
Thank you very much for your great review and kind words, we will be sure to pass this onto Emma!
5/5
TrustpilotCannot fault anything!!
Olivia and Christine have both been amazing and so helpful, the process has been made so easy and stress free! We havent moved into the property yet, but all the front end admin stuff and booking viewings/applications etc has been spot on!!!
1/5
TrustpilotI had a very disappointing experience…
I had a very disappointing experience with Luke.Communication was consistently poor, my emails and calls often went unanswered for days.Maintenance requests took weeks to address, leaving urgent issues unresolved.The staff was unprofessional and dismissive when I did manage to get in touch. Overall, I felt neglected and undervalued as a homeowner giving my house for rent. I would not recommend this property manager to anyone looking for reliable service.
5/5
TrustpilotExcellent service from Ascend
Ascend manage the rentals for three of my properties and always provide a fantastic service which enables me to remain hands off. Whenever I do have any queries they are always responded to immediately, which is unfortunately becoming a rarer experience these days. I can highly recommend Ascend to anyone in the rental market looking for a reliable agent
Hi Mark, Thank you for taking the time to leave us this great feedback! We're glad you're happy with our service - it's always our aim to allow landlords to remain hands off should they want to, and to take the stresses away from renting out properties, so we're thrilled we're doing that for you. The Ascend Team
5/5
TrustpilotMark is always very accessible and…
Mark is always very accessible and prompt when working with him
Thanks for taking the time to leave us a review, Adrian. We're thrilled that you're happy with Mark as your Portfolio Manager!
1/5
GoogleWent to view a flat which was quite gross to be fair. carpets were very stained and desperately need a clean. soap and hair scum still in the plug hole from the previous tenant. When I asked if the landlord would get a cleaner in maybe tackle the damp and clean the carpet in between tenants the woman I spoke to at rent smart was very rude and basically said they dont need to be up to any standard there is no problem with it and it's just one person living in it so basically the conditions dont matter. If this is your letting agent I'd be worried
Hello Charlotte, Thank you. I have looked in to the above, in regards to your review. The property was advertised and ready to let. I can see there was a request from you for the property to be cleaned. The member of staff in question informed me that she did call the landlord the same day in regards to your requests, and he agreed to clean the flat for you. I have called the landlord today, and he has confirmed that a call was made to him the same day you had your viewing, and he is more than happy to clean the property. The staff member called you to inform you of this. We then received the above review. The property in question has now been let, however we are happy to help you find a more suitable property, that meets your requirements.
1/5
TrustpilotTransferred to Ascend from another…
Transferred to Ascend from another letting agent due to sale of previous. Service has been dire for 9months, unable to contact anyone when needed, when you do make contact they promise a response which never comes. They are unclear on finances and now owe us money for repairs following a tenants departure and will not advise the process for refund or when this will happen….numerous calls and emails since mid Jan!
Thank you for taking the time to post a review and I’m sorry to hear your experience has not been a wholly positive one. I understand you have spoken with our Head of Property Management to discuss the management in a little more detail however, we would also like to respond to your comments on here. Your property was transferred to Ascend as your previous agent was integrated into Ascend following an acquisition, sadly during the transfer process you dealt with a number of staff members at Ascend and we failed to provide a sole point of contact which we strive to do, and that we have to apologise for. Positively, your previously problematic tenant has now vacated and the property has been returned to you with rent paid up to the tenant’s departure. Unfortunately there are works required to the property which means the deposit needs to be retained until these have been paid for. The deposit process is dictated by the deposit scheme however as soon as funds are available to pay, these will be transferred to you. We would like to extend our apologies for any poor communication during Ascend’s management, but we do welcome your feedback and strive to continually improve our service. We have only recently gained access to our Trustpilot account so we’re sad to see our first review is not a positive one, we do however have hundreds of positive reviews from our customers on other review platforms so you can see this is not the normal standard of service we offer.
5/5
TrustpilotThank you Natalie Bray for an…
Thank you Natalie Bray for an excellent service.highly recommend
Hi Mark, We're delighted you're happy with Natalie as your Property Manager. Thanks for leaving us a great review!
5/5
GoogleI have worked with property management companies for 30+years & know a good one! RentSmart staff are friendly, efficient & capable. They address the difficult issues and always follow through to conclusion. Managers ensure that staff responsibilities are clearly defined and all tasks are always covered between members of staff (avoids issues when someone is on holiday or sick). Administration, including accounting, is excellent. They seek out & use efficient, high quality and good value contractors. And they always answer the phone!
Thank you Amanda
2/5
TrustpilotNo contractor has been in touch for…
No contractor has been in touch for months, we have black mould in the bathrooms and nothing will be done to aid me even though I am physically unable to tough housework due to my health. The Ascend team themselves have attempted to help in some ways but nothing has been done since we moved in.
Hello Thomas, Thank you for taking the time to leave us feedback - however, we are sorry to hear of the issue you’ve experienced. Your property manager is awaiting an additional quote for the works required to your bathroom, so that can be sent to your landlord for their approval to proceed with the works. You can rest assured that this is being taken seriously and we are chasing the contractors involved regularly to get this confirmed and sorted for you. Your property manager will keep you updated. If you have any additional questions, please do not hesitate to get in touch with them and they will be happy to assist. We apologise for any inconvenience caused by the matter and would like to thank you for your ongoing patience. Kind Regards, The Ascend Team
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.
Ascend's Lancashire office has 212 reviews across two platforms: 51 on Google, 161 on Trustpilot.
Ascend Lancashire is rated 3.5 out of 5 across all 212 reviews, and 3.8 out of 5 on Google from 51 reviews.
Ascend Lancashire, 1 Mead Way, Shuttleworth Mead, Padiham, Burnley, Lancashire, BB12 7NG.
