Trusted Agent profile · Liverpool
★★★★★
140 reviews across 1 platform
97 Mount Pleasant, Liverpool, L3 5TB
Address Students's office in Liverpool, at 97 Mount Pleasant, is rated 3.0 out of 5 across 140 reviews on 1 platform, including 140 Google reviews rated 3.0.
Every review we hold for the Liverpool office, from every platform, shown as written. First names only.
1/5
GoogleLooks great in the photographs and they are very large rooms, however if you need to report any issues, you can expect to send numerous emails and telephone conversations with staff are absolutely appalling, they talk over you and then pass the phone to someone else! My sons carpet has had flooding and now smells awful, he’s got beg bugs bites that are so severe the Dr said it was horse fly bites and put him on antibiotics.
1/5
GooglePathetic service, not fixing bed, sending email demanding rent to guarantor even when already paid by tenant
Hi Krish, We’re really sorry to hear about your experience and that you feel this way. Please reach out to us at hello@address-properties.co.uk or call us on 0151 709 0500 so we can look into this and resolve it for you as soon as possible. Just to clarify, the rent notification emails sent to guarantors are automatically generated by our system whenever a payment hasn’t been marked as received. Thank you for bringing this to our attention.
1/5
GoogleAWFUL MANAGEMENT, I gave my property to address and they are as close to a scam as you can get. They give you maintenance work that needs to be done on the property and then when you go and do your own quote you find they are charging you 3 times the average price. Once you get your own contractor they avoid your emails and calls and after asking to leave due to this they want to charge you a crazy amount. Debra on the phone stated we have tenants that want to move in but now that youve asked to leave im gonna give them to someone elses house. Clear negligence and I will be taking further legal action.
5/5
GoogleI have been a tenant with address properties for the past 2 years and have had the most amazing experience with them. The whole staff at address properties have been absolutely fabulous, so cooperative and understanding, any issues resolved immediately. Debra and Ellie in particular have also been so attentive, their communication is 10/10 and always go above and beyond for their tenants. I can't wait to live with them again, they have really helped to make my student experience nothing short of spectacular.
1/5
GoogleWe were left without hot water for 2 months, emailed and called the staff multiple times, each time they acted like it was the first time we had reported it. We asked for a reduction in rent due to them neglecting their very minimal responsibilities and it was declined. The property was terrible standard with no curtains, WiFi and a broken bed (was listed as fully furnished). We have no way at recovering our losses I just hope people do not use address properties.NegativeResponsiveness, Quality, Professionalism, Value
Dear Cameron, I have looked into this complaint. I can see that you where emailed on 04/12/19 in relation to this matter however you have not responded. I have checked all reports and logs and we have documented that any reports where reported immediately to the landlord and as I can see, where attended to immediately where access was allowed. This is all outlined in detail within the email If you wish to discuss this further then I am happy to do so. You where however not left without hot water for 2 months. This is a false statement. Please note that anything relating to requests for reduction in rent are not something we can approve without landlord consent. Address Properties have no authority to approve this. We did however request this for you, however due to your claims being unfounded (see email for details) the landlord denied your request. We are unfortunately unable to override this decision. Reviews like thais are very harmful to our business. I appreciate that you have a grievance however this is not a fair assessment of how Address Properties as an agent looked after you and your property. All issues where dealt with appropriately and reported to the relevant parties as they should have been. If you wish to discuss this further then I am happy to do so if you wish to call or email us.
1/5
GoogleA difficult company to work with from day one. We were promised a clean flat to move into, but we moved in to find dirty underwear belonging to previous tenants in wardrobes and under beds, used NOS canisters and mouldy food on top of cupboards, food and bits of old cigarettes and joints down the sides of the sofas and an overwhelming smell of damp. We had SO many problems with our property that Address avoided addressing that we eventually had to contact Landlord Licensing as they were becoming health hazards with water coming through light fittings because our complaints of damp were ignored for so long. At the end of the tenancy we were still issued with fines for problems we had reported on numerous occasions and it wasn't until faced with a compiled file of evidence of all of our reports that this fine was dropped. Not a company I would ever recommend to other students in Liverpool.
The satisfaction of our tenants is something we take very seriously and we are concerned to see that you have given us a 1 star review. We are very sorry that you feel this way. Your reasons for doing so is somethgin we would like to address and hopefully we can help you feel better about the services you have received / are still receiving from us. Any feedback you can provide us will help us resolve any issues that may be outstanding, or will help us improve our services going forwards. We welcome constructive criticism. Please note that issues relating to Landlords contractors may not be something we are able to control as they are outsourced contractors instructed by your landlord (not our agency). This seems to have been the case in this situation. We are however here to help facilitate a speedy resolution to matters wherever possible and we are here to assist in this whatever way we can. With regards to your deposit return. Deposit deductions where calculated directly by our landlord, based on the impartial check in and check out reports that were provided. All of our deposits are registered within the Deposit Protection Service where it remains until a mutual decision has been made over deductions, if any. If you are unsatisfied with any claims made by your landlord then you have the right to appeal them. This is the reason for us using the Deposit Protection Service as it protects tenants from warranted charges being made by landlords. Important to note that only fair costs can be claimed back and fear wear and tear can not be charged for. We are more than happy to discuss any issues with any deposit claims with you and can give you assistance on how to appeal should it be necessary. This information is provided in any emails relating to your deposit, however please feel free to call our office where a member of our team will be more than happy to assist you.
5/5
GoogleMaintenance is brilliant !
Thank you for the positive feedback on our maintenance services. We're pleased to hear you're satisfied.
1/5
GoogleIf I could give 0 stars I would. Terrible service from the moment I moved it. Had to wait THREE MONTHS for the shower to be fixed in my new apartment that they knew about but did not expedite. Not to mention problems with heaters that I have raised multiple times. I recommend no one ever rent from this agency. Every interaction is unpleasant, rude and disappointing.
1/5
GoogleI would honestly give this agency 0 stars if I could. Not only have they been irresponsible with anything to with maintenance (mold growing due to house problems etc) but they will have the cheek to take money out of your deposit because of it. Seriously. Stay away from this agency. One more thing. Every time you go to pay your rent you should make sure you have the other receipts because they will try and charge you twice otherwise (this has happened to me and my house mates multiple times at this point), and this only confirms how unprofessional they are.
Hi Matthew I am sorry to hear about your dissatisfaction with the service. In relation to the damp, I can confirm that the issue was one that was resulting due to that was the fault of the council. This was because the public footpath was directing water to pool in front of the bay and was reported to the council immediately. We also took steps to prevent any further ingress of water. These steps are outlined below: You initially reported the damp issues to us on 03/11/18, a maintenance contractor attended on the very same day and during this visit he cleaned down all mold and disinfected the wall. He attended again on 06/11/18 and fitted a trickle vent. This was fitted to aid circulation within the room and helped prevent moisture building up in future. He attended again on 10/11/18 where he re-pointed the external footing of the outside bay. This was to prevent any further ingress of damp. You where not charged for any of this work and nor should you. I cannot see any instances where you where charged for this. Please can you get in touch with us to clarify what you feel you where charged for as I can not see that you where charged for this at all. Regarding the rent payments I can see that this administration error was caused because you paid your rent in cash to our offices. This is not something we ask our tenants to do. In fact we are looking to completely eliminate this way of paying going forwards for the reasons outlined below. Cash payments can take much longer to process as they need to be logged with the bank and allocated that way. As a result, the process of allocating the rent to your account is much slower, this is sometimes unavoidable. We apologise for this inconvenience however this is clear to see what has happened here and you where not charged any extra rent. It just needed some further investigation, which was done very quickly and your account was clarified. I don't feel that your review accurately reflects your experience with Address Properties as I can see that any issues reported to us where dealt with with efficiency. We have done our best to look after you all during your stay, as we do with all of our tenants. Once again I am sorry that you have not been satisfied with the service however I feel your comments are not an accurate representation. If you care to come into our offices we can discuss the other issues you have raised regarding charges you feel you have had because I cannot see any on your account. Thank you
1/5
Google1 star is generous , I must urge all students to not go with address properties not only was the house full of damp which we reported within the first week only to be finally fixed 7 months on, but they have now withheld our deposits and we have been charged ridiculous amounts for marks ect that were caused by pervious tenants and not us . The maintenance team left rat poison on our kitchen side, we reported numerous issues that were never sorted . It is now October and I moved out in July still no sign of my deposit and when I ring I'm told to email emails are ignored for weeks on end. SHOCKING SERVICE. A COMANY THAT DOESNT CARE ABOUT ITS TENNENTS
The satisfaction of our tenants is something we take very seriously and we are concerned to see that you have given us a 1 star review. We are very sorry that you feel this way. Your reasons for doing so is somethgin we would like to address and hopefully we can help you feel better about the services you have received / are still receiving from us. Any feedback you can provide us will help us resolve any issues that may be outstanding, or will help us improve our services going forwards. We welcome constructive criticism. Please note that issues relating to Landlords contractors may not be something we are able to control as they are outsourced contractors instructed by your landlord (not our agency). This seems to have been the case in this situation. We are however here to help facilitate a speedy resolution to matters wherever possible and we are here to assist in this whatever way we can. With regards to your deposit return. Deposit deductions where calculated directly by our landlord, based on the impartial check in and check out reports that were provided. All of our deposits are registered within the Deposit Protection Service where it remains until a mutual decision has been made over deductions, if any. If you are unsatisfied with any claims made by your landlord then you have the right to appeal them. This is the reason for us using the Deposit Protection Service as it protects tenants from warranted charges being made by landlords. Important to note that only fair costs can be claimed back and fear wear and tear can not be charged for. We are more than happy to discuss any issues with any deposit claims with you and can give you assistance on how to appeal should it be necessary. This information is provided in any emails relating to your deposit, however please feel free to call our office where a member of our team will be more than happy to assist you.
1/5
GoogleIncompetent company ran by post students who’s only job is to answer emails and they literally can’t do it correctly. They DELIBERATELY ignore emails that refute their claims against tenants and they treat every tenant as if they’re students who aren’t worth the time and maintenance that they’re being paid for.
Dear Cool Dudes. I assure you that emails are not ignored. All tenants are treated fairly and will remain to be treated fairly. Whilst we may not be able to instantly respond to all emails, especially during the busy summer student move ins (which we are in now), all e-mails will be responded to as efficiently as possible given staffing constraints. Without knowing your specific complaint I am unable to comment however if you wish to call I would be more than happy to arrange a meeting with you to discuss any outstanding matters with you and hopefully I can alleviate your concerns. I do confirm that we do hire people from all backgrounds, including post graduates. Please bare in mind that as we are an agency with a high percentage of student rentals, our employees who have been through the same process are vey well equipped to deal with all of the related issues. We stand by this decision. I assume that you are currently a student and soon too will become a post graduate. The experience you will have gained over the corse of your degree most likely will be valuable to you in helping you develop your chosen career path also.
1/5
GoogleCowboy agency Where to begin, everything that could’ve happened in their property did followed by non existent support. Within the first month of moving in I saw a mouse, this was made aware on their amazing maintenance system. After two months of begging them to stop sending their own maintenance team and call pest control, the hole was found within two minutes by professionals. Shame we had to endure mice running over the kitchen counter tops/climbing up the fridge wires and multiple dead under the kitchen skirting boards. Shortly after viewings commenced as we didn’t wish to renew the tenancy we discovered whoever entered our house on a main road in Kensington forgot to lock up, leaving our front door unlocked all day when we were at work. We then had a gas leak (no fault of address) however don’t believe the posters in your properties about the out of hour contact number, they never answer. Constant black mould which they mask with a dodgy paint job before new tenants move in- makes perfect sense why the bathroom ceiling was painted black. Finally- cherry on top An agency receiving £1.6k off tenants monthly to get a knock on the door from the middle man before bailiffs that our electricity bill hasn’t been paid since January 2022. We moved in July 2022 and the landlord was owing just under £3,000. Bizarre level of professionalism when we were asked to bring all letters to their office so they could do their job. From someone who’s rented in Liverpool for nearly 6 years, this was hands down the worst experience imaginable. Do not rent with address as they do not have your best interests at heart. Save yourself the money and trauma. Good luck to whoever’s renting on Molyneux Road
1/5
GoogleThe staff also are writing their own reviews and leaving them on here, giving themselves 5 stars. Never use this agency unless you want a year of awful living conditions. The staff was very unhelpful in the mount pleasant office, when me and my house mates wanted answers for why we had bed bugs for a second time in the property 102 holt road. This year we have faced a number of issues including the bed bugs which have occurred on this property more than once, one being before we even moved in. Not only did they tell us to stay in the beds with the bed bugs because they suggest our “body temperature will bring them out” but they are now charging us with the treatment cost of this service. Not only this but they failed to fix our tv which has remained broken since we moved in with the HDMI port ripped out the back. They also told me I would have to pay the repairs for my shower as it was broken stating it was a “tenant charge” even though there was nothing I could do to fix It. Therefore my shower remained broken for weeks as well as no internet service for weeks. As if it couldn’t get any worse, there was also a gas leak in the property and a new boiler was fitted which they are unsurprisingly trying to charge us for as well! If you want your deposits back do not go with this agency. They take advantage of students and just want your money, absolutely disgusting that this has happened. Do not make the same mistake as us.
1/5
GoogleThe worse property management imaginable! Consistent issues with trying to contact them about a range of serious issues with our student house which were mainly the result of them not taking the correct care/precautions with the property. The staff are rude over email and the phone if they even reply!! And show little care or interest in the problems in the house/ our welfare (their jobs!). Even when we tried to use a different letting agency for our final year, Address took over the tenancy! In the handover period we were left in the dark about what was going on with the property and no maintenance support or anything. When we finally heard from them no preparations had been made for the handover which resulted us in being inconvenienced massively with lack of wifi and lack of maintenance help for over a month. Fire safety for both properties was shocking with constant issues with our fire alarm/ circuit board that when reported repeatedly by several tenants was still not resolved quickly just repeatedly written on the safety sheet that it was faulty. For our first property they were very nit picky for giving back our deposit when the state of both houses when we moved in weren't to the standard of 'an industrial clean' that they advertised would be done prior. Also for both properties they seemed to not show much concern to the mice/cockroach issues we had from the moment we moved into the properties and would only send pest control after several pleading emails/calls if at all and from the sounds of other reviews this is consistent with them. Disgusting to deal with from start to finish and surprised they haven't been shut down with their current conduct.
5/5
GoogleWe had a house viewing with Mairéad and the service, information and general interactions from herself were above and beyond. Highly recommend when viewing a house ask for Mairéad as she is top tier and very lovely. Thank you Mairéad !
Hi Tiffany, Thank you for your wonderful feedback! We appreciate your kind words about Mairéad's exceptional service during your house viewing. We're thrilled to hear about your positive experience. Should you have any further questions or need assistance, feel free to reach out.
1/5
GoogleHad a really bad experience renting from them throughout. Really disrespectful, really unkind and try to intimidate you if you speak up.
1/5
GoogleThis is a terrible estate agents, do not recommend. From the moment myself and flatmate moved in we have had constant issues. One includes our balcony doors that are rotting and cracked. We made a complaint and requested a replacement back in august. It is now the end of November and they have continuously lied to us about the doors being approved. They have accused us of lying. It has gotten to the point that I am getting ill from the stress of it all. I am a university student trusting this company to provide me the necessities of health and safety. I have seen non of this. Furthermore, We were told that flat would be cleaned prior to us moving us; unfortunately that was not the case, old bed sheets, stains all over the walls, etc.
1/5
GoogleAwful agent - moved into a dirty house, upon moving out we were charged astronomically for tiny issues such as disposal of one sleeping bag in an otherwise well cleaned house. Following this withheld our deposit for over 5 months and and only gave us back just over half of what we paid despite the only issues being a door hinge and basic clean needed. Do not use this agent they will make your life as difficult as possible.
5/5
GoogleThank you for being so attentive in fixing our daughter’s issues at her shared home in her first year of uni. Nice to know there is ample support when needed. Much appreciated. Chris
Hi Christopher, we are delighted to hear about your positive experience and appreciate the time you have taken to leave us a five star review. If you need anything further in the future please don't hesitate to reach out!
5/5
GoogleI had a really good experience being shown round by Claire. She is very professional and informative and really knew what I wanted . I’ll definitely be back! Thanks so much!
Thank you for your positive feedback Vicky! We're delighted to hear about your excellent experience with Claire. We take pride in providing professional and informative service. We look forward to welcoming you back and assisting you further in the future. If you have any questions or need assistance, feel free to reach out. Thanks again for choosing Address Properties
1/5
GoogleAwful, and rude. Get ready to be charged for something or the other towards the end of your tenancy, regardless of proof. This was the first agency I rented with in the UK and they thought me A LOT of lessons.
Dear Anushka, I am very sorry to hear about your dissatisfaction. Without knowing more detail I cannot comment specifically. I would be more hate happy to discuss your issues in more detail should you wish to contact me at the office number. However if you are referring to any deposit deductions at the end of the tenancy, it must be noted that all deposit deduction requests are set by your landlord. We do not have a say in the about claimed. That said, your deposit will be regestered within the "Deposit Protection Scheme". This protects your deposit and gives you the opportunity to dispute any proposed charges. Nothing will be deducted or retuned until there is a mutual agreement and if a mutual agreement cannot be reached , this scheme offers a free arbitration service that will settle the matter independently. If you wish for more assistance on how to action this then a member of our team will be more than happy to assist you. I can appreciate that this precess can seem frustrating. Iassure you that we do not seek to claim any deductions if possible. also fair wear and tear deceptions cannot be claimed.
1/5
GoogleAwful, and rude. Get ready to be charged for something or the other towards the end of your tenancy, regardless of proof. This was the first agency I rented with in the UK and they thought me A LOT of lessons.
Dear Anushka, I am very sorry to hear about your dissatisfaction. Without knowing more detail I cannot comment specifically. I would be more hate happy to discuss your issues in more detail should you wish to contact me at the office number. However if you are referring to any deposit deductions at the end of the tenancy, it must be noted that all deposit deduction requests are set by your landlord. We do not have a say in the about claimed. That said, your deposit will be regestered within the "Deposit Protection Scheme". This protects your deposit and gives you the opportunity to dispute any proposed charges. Nothing will be deducted or retuned until there is a mutual agreement and if a mutual agreement cannot be reached , this scheme offers a free arbitration service that will settle the matter independently. If you wish for more assistance on how to action this then a member of our team will be more than happy to assist you. I can appreciate that this precess can seem frustrating. Iassure you that we do not seek to claim any deductions if possible. also fair wear and tear deceptions cannot be claimed.
5/5
GoogleNice and helpful. Definitely recommend to turn to them when looking for accommodation.
Hi Zuza, we appreciate the time you have taken to leave us a review and are delighted to hear about your positive experience. Should you need any further assistance in the future please don't hesitate to reach out!
5/5
GoogleAmazing experience with this company, they have been extremely helpful and really went above and beyond helping me.
We're thrilled to hear about your experience with our company. Going above and beyond to assist you is what we strive for. If you ever need further assistance, don't hesitate to reach out. Thank you for choosing us
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.
Address Students's Liverpool office has 140 reviews across 1 platform: 140 on Google.
Address Students Liverpool is rated 3.0 out of 5 across all 140 reviews, and 3.0 out of 5 on Google from 140 reviews.
Address Students Liverpool, 97 Mount Pleasant, Liverpool, L3 5TB.
