5/5
TrustpilotJust a great experience
Just a great experience. Simple, useful and transparent, I’d highly recommend OpenRent. We have used them twice and it’s been a breeze each time.
Trusted Agent profile · London
OpenRent London reviews
★★★★★
1,491 reviews across 1 platform
39 Great Windmill Street, London, W1D 7LX
OpenRent's office in London, at 39 Great Windmill Street, is rated 4.0 out of 5 across 1,491 reviews on 1 platform.
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Reviews
Every review we hold for the London office, from every platform, shown as written. First names only.
Trustpilot2/5
TrustpilotCheap option but more trouble than they're worth
Cheap option but poor customer service, and 'computer says no' attitude from staff. I'm a landlord with a single property that my parter and I manage ourselves. We used openrent to help us find tenants and arrange viewings. We were overwhelmed with enquiries and I spent hours arranging viewings and responding to prospective tenants individually, only to then wake up one day to find that openrent had cancelled all of the viewings and removed my listing. I had to manually set up all of the viewings again and send messages to all of the confused prospective tenants. I tried to complain to openrent about this but they weren't interested (they said I had ignored tenants who had put a holding deposit down, when in actual fact I had been messaging them and had viewings arranged with them). To make it even worse, automated emails had gone out to prospective tenants to say that I had been penalised, which gives a terrible impression of me as a landlord even though I had done nothing wrong, and they were supposed to be representing me. Its very much a 'one size fits all' system and actually caused me more trouble than if I had just done it myself. Wouldn't use again!
Agent replied · 15 June 2024
Hi Hannah,Thank you for taking the time to leave a review and I’m sorry to hear that you have not had the experience of OpenRent that we would have wanted.I can see that your advert was delisted after we didn’t receive a response from you with regards to a holding deposit that was placed on your property. When a holding deposit is offered by a tenant we give landlords 96 hours to either accept or reject the holding deposit before their property is delisted. I am sorry for the inconvenience this has obviously caused. Our platform is designed for both landlords and tenants so we hope you understand that we must have systems in place to protect our tenants. We can’t hold onto tenants’ holding deposits indefinitely and we want to limit the time period for which tenants are out of pocket. When your advert is delisted in these situations you can always re-publish your listing for free straight away. Even if you don’t relist your property you can still contact any tenants that enquired from your enquiries page.I’m sorry that you found our customer service to be poor. We work to ensure that all of our customers’ issues are resolved promptly and with care and attention. If we have failed you in doing so we do apologise.Thank you again for your review and also for your feedback on our service. We are always looking to improve our system so any feedback you have is genuinely very much appreciated. If you have any further questions please do contact us on info@openrent.co.uk.Best wishes,India and the OpenRent team
1/5
TrustpilotCan’t read property numbers & dangerously fixed signs.
Incorrectly placed a To Let sign outside our property, carelessly fixed with sharp exposed metal clips which I subsequently tore a shirt on when trying to leave for work. They couldn't have cared less, eventually removed the sign with no intention to rectify the loss I suffered from their trespass.If they’re not able to read clearly numbered properties, why would you trust them to deal with the legal minefield of letting?Edit: Turns out OpenRent wanted to discuss this more, then decided to mark this as incorrect as I’ve the audacity to have a life because I haven’t constantly chased this having been previously fobbed off by openrents customer service. They’re free to look up reference 3443807 dated 28/06/22.
Agent replied · 15 June 2024
Hi Ian,Thank you for your review and I am very sorry to hear this.As you haven't responded to our request for further information we are in the process of looking into your experience so that we can respond accurately.Please do contact us on info@openrent.co.uk so that we can look into your experience in more depth and follow up with our suppliers.Thank you again for taking the time to leave a review.Best wishes,India and the OpenRent team
1/5
TrustpilotThey are so unprofessional
They are so unprofessional, was strung along for weeks, and kept ignoring my messages for about 3 days until the could find someone else to rent it. This would be fine other then the fact, I specifically told them “don’t worry, I’ve been offered another place, so if this property isn’t available then please just let me know” they then messaged me a few weeks later saying “SoRrY, wE’vE rEnTeD tO sOmEoNe ElSe nOw”
Agent replied · 15 June 2024
Hi,Thank you for taking the time to leave a review.As you haven't responded to our request for further information, we are in the process of looking into your experience so that we can respond accurately.Please do contact us on the link below so that we can look into this for you:https://www.openrent.co.uk/faq#i-have-more-questionsThank you again for your review and please do contact us on the link above.Best wishes,Lisa and the OpenRent team
1/5
TrustpilotOnly good reviews from landlords shock
I agree with the bad reviews, out of about 10 properties 7 were let before viewing, with no sorry the one I have seen wasn't fit for purpose, don't like the idea of coughing up all that money first then hopefully you get a key what happened to doing all that when signing the agreement.. not only do they want over a thousand pounds before moving in but references etc also credit check people, you aren't having credit so what if it's not brilliant not everyone wants stuff on the drip.. and if your landlord says you've been paying the rent what's the problem oh I thought it was for landlords so why have most of them been agents.. playing with people's lives, landlords leaving reviews saying how many people had contacted them, yeah because horrible people like you have turned the country into a rent nation
Agent replied · 15 June 2024
Hi Michael,Thank you for taking the time to leave a review and I am very sorry to hear that you have not been happy with your experience on OpenRent.The rental market is very hot at the moment - there is a lot of demand and supply has decreased over the past few years - so I am sorry that you are struggling to find a suitable property to rent. In order to help with your search, you can find out about how to set your search criteria and create saved searches below. Being one of the first tenants to apply can significantly increase your chances of being a successful applicant:https://www.openrent.co.uk/kb/articles/360018359252-How-do-the-search-bar-and-email-alerts-workWe do apologise for the lack of response from some of our landlords. Our system requires co-operation from the landlord, and when this doesn't happen it is frustrating for both tenants and us.If a landlord is unresponsive it usually means the property is no longer available, but if you go to the OpenRent listing for this property and 'Report Listing' choosing the option "The landlord has not responded to my enquiry", then we can follow up on this for you. If the landlord then does not respond their property will be removed.Our Rent Now process is designed with tenants in mind, guaranteeing that the tenancy created is legally sound and that all legal requirements have been met. As part of the process, you will be asked to sign the contract before paying the first month’s rent and tenancy deposit. We therefore always recommend use of Rent Now for our tenants when setting up a tenancy. You can read more about the stages of Rent Now here:https://www.openrent.co.uk/rent-nowOpenRent is a platform for private landlords, and users must confirm that they are the landlord of the property when listing with us.In rare cases, some of our landlords may use a third party to help with viewings, which may explain what happened in this case. This isn't usually a problem from our perspective, as long as tenants aren't being made to feel uncomfortable or charged any admin fees at all.Thank you again for your review and your feedback. If you have any further questions please do contact us on info@operent.co.uk.Best wishes,India and the OpenRent team
1/5
TrustpilotLandlord gas cert and boiler service
Paid in advance and booked a gas cert and boiler service for a specific date. Then engineer wanted to re-arrange the date twice, the second time was at short notice. I asked OpenRent what was going on but they didn't appear to know about the changes so advised it would take place as scheduled. Then it was re-booked for a different date without my approval. Hard to co-ordinate if you are a landlord when bookings aren't adhered to.
Agent replied · 15 June 2024
Hi,Thank you for taking the time to leave a review and I am sorry for the issues that you had with arranging this appointment.I can see that after the supplier rearranged the second time you contacted us to reassign the order. We were subsequently able to find another supplier, but I am sorry that they booked an appointment on a day that was also not suitable.When you order a Gas Safety from us we push the request out to our network of engineers - as such we don't guarantee a booking date. However, you are able to contact your supplier through the system to agree on a suitable date and time. We do require our suppliers to agree an appointment with our landlords before confirming a date in the system, so I do apologise that this doesn’t appear to have happened in this case.I can see that we have issued you with a full refund for this order - as we are always happy to do if you are unable to find a suitable date from our network of engineers.Thank you again for your review and for your feedback on our system. We are always looking to improve our service so any feedback you have is genuinely appreciated.Best wishes,India and the OpenRent team.
3/5
TrustpilotVery useful to landlords
OpenRent is very easy to use and I got many expressions of interest on my flat I found a brilliant tenant and am very happy to have her in my flat. OpenRent are not good at responding to enquiries. I was told multiple times that someone would be in touch by the end of the day and this didn’t happen. I had an issue with my payment and they took 10 days to sort it out. I would have expected a speedier response.
Agent replied · 15 June 2024
Hi Charlotte,Thank you for taking the time to leave a review and I am sorry for the upset this has obviously caused.We work to ensure that all of our customers’ issues are resolved promptly and with care and attention. If we have failed you in doing so, we do apologise.It appears that this issue arose when we attempted to make a payment to an old account of yours that had been closed.I would like to reassure you that we would never keep a payment that bounced back to us. We have processes in place to ensure that when a payment bounces back, we look to resend this to the correct account as soon as possible.I can see that you have been corresponding with a member of our team regarding this payment and that our accounts team has now resolved this for you. Payment has now been issued to the correct account you have provided and will be with you within two working days.Thank you again for your review and for your feedback on this matter. I am pleased that we have now been able to resolve this for you, but I am sorry if this took a little longer than expected. If you have any more questions, please do contact us on info@openrent.co.uk.Best wishes,India and the OpenRent team
1/5
TrustpilotAs Clients we are completely daft and…
As Clients we are completely daft and blind!We cannot talk to landlord or any agent, leave a review or feedback.I requested a view…no answer. I paid the holding deposit.. no answer. The landlord called Carli I. was advertising a flat in Southend on Sea, he said it was already available, I ned to move in on 26 August with my kid and he only don't answer. It's not responsible, not professional. They only don't respond to any of my messages asking for updates. And what about my money? Where can we report it and talk about the money back?
Agent replied · 15 June 2024
Hi Liliane,Thank you for taking the time to leave a review and I am really sorry to hear this.We do rely on the courtesy of our landlords when communicating with tenants on our platform and I am disappointed to hear we have been let down here.Thankfully this is extremely rare and I hope this doesn't put you off our platform entirely.I will look to monitor their account on an ongoing basis to ensure that this is an isolated incident.If a landlord is unresponsive it usually means the property is no longer available, but if you go to the OpenRent listing for this property and 'Report Listing' choosing the option "The landlord has not responded to my enquiry", then we can follow up on this for you. If the landlord then does not respond, their property will be removed.With regards to your holding deposit: I can see that you paid this money through our system so we have been able to protect it for you. It appears that you retracted your holding deposit application for this property today and, as such, you have been issued with a full refund. Where a landlord has not responded to your holding deposit application after 24hrs you are able to do so and your holding deposit will be automatically refunded in full. Additionally, if a landlord has not responded to your application after 96hrs then we will de-list their property and, again, automatically refund your holding deposit.Our platform is designed for both landlords and tenants and so we have many processes in place to protect our tenant users. Using Rent Now is the best way to ensure that your money is treated properly and in-line with the Tenant Fees Act (2019).Thank you again for your review and your feedback on these matters. If you have any further questions, please do not hesitate to contact us on info@openrent.co.uk.Best wishes,India and the OpenRent team
1/5
TrustpilotCan't review or report landlords, don't use as a renter
You cannot leave a review, feedback or even report landlords on this service. You can only report properties currently being advertised. Do not use this service as a renter you are completely at the mercy of any cowboy landlords you come across.A landlord called Ali Z was advertising a flat in Liverpool, he failed to arrange a viewing because he was too busy at work (he's a landlord that is his job?) and then didn't respond to any of my messages asking for updates when I could see he'd read them. I found out through openrent's notification system that a let had been agreed and I could no longer report the property because of this. So as soon as you discover the landlord has acted completely unprofessionally is the moment from which you cannot report that property. You cannot even leave feedback on or report landlords.
Agent replied · 15 June 2024
Hi,Thank you for your review and I am sorry to hear that your experience of OpenRent has not been what we would have hoped for.As you haven't responded to our request for further information we are in the process of looking into your experience so that we can respond accurately.Please do contact us on info@openrent.co.uk providing more information so that we can look into this for you.We do rely on the courtesy of our landlords when communicating with tenants on our platform and I am disappointed to hear we have been let down here.Thankfully this is extremely rare and I hope this doesn't put you off our platform entirely.Even when a property has been let you can still contact us using the “Need help?” button at the bottom of every page on the website or using the email address above to report a landlord. The team will then be able to investigate this for you.Thank you again for taking the time to leave a review and for your feedback on our system.Best wishes,India and the OpenRent team
1/5
TrustpilotUnprofessional service
Open rent has failed to send gas safety certificate done. First they booked appointment without my consent, then they sent wrong report and then they failed to respond appropriately to phone calls and messages. Further they failed to raise a complaint. This did not happen due to auto reminder for gas safety. The appointment was booked immediately without my consent after I made payment. Further engineer failed to turn up on the appointment and sent report of someone else's property to me.
Agent replied · 15 June 2024
Hi,Thank you for your review and I am very sorry to hear this.My apologies if my initial response to your review was not accurate.As you haven't responded to our request for further information we are in the process of looking into this for you.Please do contact us on info@openrent.co.uk so that we can find your order and resolve your outstanding issues. We can also provide you with the details of our formal complaints process if you would still like to make a complaint.Once again, thank you for taking the time to leave a review and please do contact us as soon as possible so that we can help you.Best wishes,India and the OpenRent team
3/5
TrustpilotGreat for letting , AVOID additional services.
I'm a landlord 5 out of 5 For the the open rent platform when it comes to advertising your property it was very easy. The rent and deposit collection was straight forward. The electronic tenancy agreement was also great. WARNING 1 out of 5 for Associated extra services. Open rent will sell additional services via a third party. I was keen to move along the tenancy and booked the gas service and certifcate via open rent at a premium ( about 30% more expensive compared to using a local company, but that's fine if a good service is provided and my regular engineer was on holiday for the week) unfortunately it's the worse experience I've had in 20 plus years of letting. 1) the gas engineer only got in touch via email message. 2) initially he got the visit dates wrong. Not a big issue really2) the visit was rushed and at the end of it it wasn't clear what the outcome was for the boiler ! The gas hob failed for an understandable reasons When I tried to speak with him on the phone whilst on site however he wasn't easy to understand. We have to put faith in the Gas safe registration process however as a consumer we can make judgements on customer service and satisfaction and when it came to this the rating was low.It's not openrents fault as they just "resell" a service and act as a middle man. As a result they have little control over thr quality and regulation of these people. My advice is USE openrent for their core service of lettings for which they are excellent. However AVOID purchasing any additional services from them that are provided by a third party, as they are not only more expensive but poor quality.
Agent replied · 15 June 2024
Hi Amit,Thank you for taking the time to leave a review and thank you for your kind words about our advertising service.I am, however, sorry to hear that you have not had such a good experience with your gas safety order.I can see that you previously contacted our customer service about the issues you have had and I followed up with the supplier for you yesterday. I can see that they have come back to you now to provide further clarification on the boiler service and gas safety check. If you have any further questions, please do not hesitate to respond to the supplier. All of our suppliers are happy to provide additional information and clarification to our landlords where requested. Once again, thank you for your review and thank you for your feedback on this aspect of our service. We are constantly looking to improve the third party services we offer to our landlords so we appreciate any feedback you have.Best wishes,India and the Openrent team
1/5
TrustpilotTenants steer clear
If you are a landlord wanting to exploit people in a housing crisis sign up to openrent, if you are a tenant needing to find a home then steer well clear. The landlords state they are pet friendly then refuse a viewing on the basis you have a pet. They ask for personal information in their messages (totally against GDPR) just to 'vet' you before they even decide to give a viewing. When you complain about this dodgy data capture to openrent they have the absolute nerve to say that you don’t have to give your personal details over in a message/chat but it may mean you won’t be considered? That’s extorting information and it’s disgusting. What a sad state of affairs that a website like openrent is allowed to operate and support landlords in this way. The tenants are the actual customers here so maybe openrent you try and support them.I have noticed how all the 5* reviews are from tight landlords raving about how you've rented their house out for only £49 of fees. Tenant reviews not so good.
Agent replied · 15 June 2024
Hi Lucy,Thank you for taking the time to leave a review and I am very sorry to hear that you have not had the experience of OpenRent that we would have wanted.Where a property is being advertised as “Pet-Friendly”, but your enquiry is declined for owning a pet, then you are able to report this to us on the website. If you go to the OpenRent listing for this property and 'Report Listing', if you choose the option "There is a mistake with the advert's content", then we can contact the landlord regarding this for you.I am very sorry that this enquiry didn’t work out for you. I have responded to your most recent email addressing your concerns around your personal data. If you have any further questions, please do reply to my email.OpenRent's processing of tenant data is certainly compliant with GDPR. This is separate from the responsibility of landlords for their own compliance with data protection laws. When listing their property with us, landlords have to agree to our terms. Our terms state that landlords agree to treat all personal data that comes under control in line with the relevant data protection laws. You can read our terms in full here:https://www.openrent.co.uk/termsI do apologise that you have not felt supported by OpenRent. We work to ensure that the platform works as smoothly for our tenants as it does for our landlords and so we appreciate your feedback.Once again thank you for your review, and if we can provide you with any further information then please do respond to my email, or get in touch via info@openrent.co.uk.Best wishes,India and the OpenRent team
1/5
TrustpilotRacist or just couldn't be bothered
I requested to view a property that they posted a few hours after it came up on Zoopla. I politely requested to book a viewing but I was told they decided to go on with different tennants.However, the next day I saw the exact same property being up for renting on Gumtree. I have sent them a message requesting further explanation as to why I was not even offered a viewing and why I was lied to, still waiting a response.
Agent replied · 15 June 2024
Hi Andi,Thank you for your review and I am very sorry to hear this.As you haven't responded to our request for further information we are in the process of looking into your experience so that we can respond accurately.Please do contact us on info@openrent.co.uk providing more information so that we can look into this for you.I am very sorry to hear of your experience with this landlord. Where a landlord is unresponsive, or otherwise, you can report this to us on the system. If you go to the listing for the property in question, and click the “Report Listing” button, you will then be able to select the relevant category to leave your report. Our team will then be able to investigate this for you.Once again, thank you for taking the time to leave a review and please do contact us as soon as possible so that we can help you.Best wishes,India and the OpenRent team
1/5
TrustpilotThese companies are just actuators for…
These companies are just actuators for fraudulent landlords that want to save money at all costs, well, you get what you pay for people. A landlord from Lndulph in Saltash conned me into giving him my bank statements for 12 months, my passport details and a Utility bill, my birthdate and everything. They then took a holding deposit which they refused to give back and on a video call that they made me do, they told me I wasn't getting it back and they had chosen another tenant. They now have everything they need to take my identity. When I questioned these things they blocked me. Now openrent condone this and treated me with the same disdain as the landlord of Wayton Barn.Wow, check the rely. How pray tell, do I know that an Old half senile couple deal with my details in keeping with GDPR. I advise anyone that reads this to avoid scheisters like Openrent and the sad sanctimonious old sub-intelligent people that have stolen my I.D and my money.
Agent replied · 15 June 2024
Hi,Thank you for taking the time to leave a review and I am very sorry to hear about this situation.Some landlords will choose to ask for some information before agreeing to a viewing with a prospective tenant, particularly if they are receiving a high number of enquiries. But of course, you don't need to share any information about yourself that you don't want to.Any information that you do choose to share with a landlord is protected under GDPR and the Data Protection Act.More information on your rights can be found on the ICO website: https://ico.org.uk/I'm sorry to hear that the Landlord has not made it clear what they intend to do with your holding deposit.You should take a receipt for the Holding Deposit and ask the Landlord to confirm in writing what terms the Holding Deposit will be governed by when it's placed. You will also want to be sure of their identity, for instance, by asking to see some proof of ID like a driving licence or passport.As always, we never recommend handing cash over to the landlord - you should use bank transfer or other regulated money transfer. This will give you proof the money was transferred, as well as knowledge it's being sent to a registered bank account.Please note that even if you follow these guidelines we cannot guarantee the safety of tenant money unless our Rent Now process is used.With that said, we will reach out to the Landlord now to ask that they contact you to discuss this and ensure that you are clear on how they intend to treat your holding deposit.Where the terms of the holding deposit have not been made clear when you placed it we advise that the landlord should return this money to you. If you feel that the terms were unclear and the landlord is refusing to return it we advise that you seek support from the Police or otherwise make a claim in the small claims court.Once again, I am very sorry to hear this has happened to you and please do contact us on info@openrent.co.uk providing any further information you have.Best wishes,India and the OpenRet team
5/5
TrustpilotGreat Service!
Open Rent is so easy to use! It has such a great system which filters results so not to waste time for you and the landlord. So far, I’ve used Open Rent twice in two years and on both occasions, the experience has been professional, responsive and straightforward. The process is handled seamlessly and your money secure. There’s an update every step of the way. Great service!
1/5
TrustpilotBig let down
I have booked a Gas engineer for yesterday. He simply didn’t show up.I have paid in advance too.It’s so important to do safety certificates for landlords and my aim was to do it so the property is let out asap. Now, I can’t! Big let down! Simply did not show!
Agent replied · 24 October 2024
Hi Eva,Thank you for taking the time to leave a review, and we are sorry to hear about the issues that you experienced with our gas engineer - we expect all of our engineers to be working to a higher standard and it's disappointing that was not the case here.I can confirm that information on your experience has been passed on to the relevant team and that we've made a note on the engineer's account so that we can monitor them going forward.I can also see that you have already contacted our team and received a full refund for this order. If you would like to discuss your experience with us further, you can contact our team to do so here:https://www.openrent.co.uk/faq#i-have-more-questionsBest wishes,Joseph and the OpenRent team
1/5
Trustpilotunsafe for the tenant, unreliable and very slow platform!
I'm writing this from the perspective of a tenantFirst of all, with open rent you can only contact the landlord on the platform via email, so, the process is painfully slow, sometimes the landlords never reply or it takes days until you receive a reply, and then the back and forth with the email again.the option "chase the landlord" is useless, even if you do use it, nothing will happen, a landlord still won't reply or openrent remove them for inactivity, they like to keep the advert for the illusion of having more choice, in fact is a vaste of time for a prospective tenant.The most serious problem - the landlords are not properly checked and validated!I've been to a few viewings when the tenant was subletting, reported to openrent, they didn't do anything!also, some houses were not as in the pictures advertised, again openrent didn't bother to do anything!overall unsafe for the tenant and unreliable!
Agent replied · 15 June 2024
Hi Elena,Thank you for taking the time to leave a review and I am very sorry to hear that you have not been satisfied with your experience of OpenRent.We do apologise for the lack of response from some landlords. Our system does require co-operation from the landlord and when this doesn't happen it is frustrating for both tenants and us.When you enquire on a property we will notify the landlord immediately via both email and text to ensure that they are aware of your enquiry. You are then able to contact them via our messaging service on the platform. This is a feature that tenants normally love as it means that we can retain oversight of the conversation.If a landlord is unresponsive it usually means the property is no longer available, but if you go to the OpenRent listing for the property and 'Report Listing' choosing the option "The landlord has not responded to my enquiry", then we can follow up on this for you. If the landlord then does not respond their property will be removed.In order to list on OpenRent you must be the landlord of the property or have the express permission of the landlord to do so. During the listing process we verify users’ details and have stringent systems in place to verify that this is the case. Alongside numerous other features, these are designed to ensure tenants are both protected from malicious activity and are dealing with the landlord directly. We hope you understand, however, that these measures aren’t always invincible and, therefore, we will always investigate any report made by a tenant immediately. I can see that you reported a property in Reading for being potentially illegally sublet which we investigated and subsequently removed from our site. It appears that you also reported a couple of other properties to us for not being available which we investigated at the time and followed up with the landlords. Therefore, please do rest assured that we take any tenant report incredibly seriously.If you come across any adverts where the pictures are unrepresentative of the property you can also report this to us via the same report function as mentioned above. You just then need to select the “There is a mistake with the advert’s content” option.Once again thank you for your review and thank you for your feedback. We are always looking to improve our service for both landlords and tenants, so we appreciate your feedback.Best wishes,India and the OpenRent team
1/5
TrustpilotVery disappointed with landlord support
I have used Openrent for my last rental and it was brilliant and smooth. However this time I rate their advertising service, but the contract management, referencing and landlord support is abysmal. I have a tenant that wishes to pay in advance and it doesn't allow, there were some details entered incorrectly by the tenant and there is no way to rectify it. I feel very unsafe relying on them to support me with my tenancy and any problems therein. I'm really disappointed and will only use them for advertising in future, the rent now service isn't worth it, nor is the referencing.
Agent replied · 15 June 2024
Hi Prabha,Thank you for taking the time to leave a review and thank you for your feedback.I can see that you have been in touch with our customer service team with regards to the rent in advance, but I will reiterate our advice for you here. You are able to request rent in advance from tenants when editing the contract - this option is under the ‘Advanced Contract Settings’ (which I can see you have done). I’m afraid we are only able to accept a final balance payment of up to £12,000. This is a measure implemented by our banking provider to prevent misuse of the system, so unfortunately it can't be overridden. However, as advised, I can see that you have used custom clauses to outline the agreed payment terms directly with the tenants.If the tenant added in any details about the tenancy incorrectly then you will be able to edit this when editing the contract. If they added any of their personal information incorrectly then they can update this from their account. Such changes can only be made from the individual's account for security reasons. Once again thank you for your review and I am sorry to hear that your experience of OpenRent has not been as smooth as we would have hoped. If you have any further questions please do contact us on info@openrent.co.uk.Best wishes,India and the OpenRent team
1/5
TrustpilotUnfair system
Find it massively unfair that landlords can cancel viewings with a notice as short as 45 minutes. My husband and I took time off work to attend the viewing, only to get a message cancelling as someone put a holding deposit down. I find it very inconvenient and unfair that this can happen. This experience has destroyed trust in the site and the landlords that use it.
Agent replied · 15 June 2024
Hi Sasha,Thank you for taking the time to leave a review, and we are really sorry to hear this.We do rely on the courtesy of our landlords when communicating with tenants on our platform and we are disappointed to hear that we have been let down here.Thankfully this is extremely rare and I hope this doesn't put you off our platform entirely.You are able to report landlords who miss viewings from the listing itself, which will prompt our team to look into their advert and conduct and take any necessary action.If you would like to discuss this with our team further, or you have any other questions, please do contact us here:https://www.openrent.co.uk/faq#i-have-more-questionsBest wishes,Joseph and the OpenRent team
1/5
TrustpilotDO NOT USE OPENRENT!! BUNCH OF USELESS GUYS
do not use the electricity certificate provider by openrent.They either do not turn up, do not communicate, even if and when they turn up, write the certificate with the WRONG address.Utter waste of time, do not use at all.In the end the supplier cancelled the job minus a PROCESSING fee for 30 pounds.I now have to find someone else and I wasted a day waiting for you.DO NOT USE OPENRENT. IF YOU VALUE YOUR HEALTH AND WELLBEING MORE!#### updateI received back a generic reply from OpenRent.No effort to help me with the supplier whatsoever!AVOID USING OPEN RENT!!!
Agent replied · 15 June 2024
Hi Marco,Thank you for your review and I am very sorry to hear about your experience here.We do expect all of our suppliers to provide a high level of service to all of our landlords (and their tenants) and so it is disappointing that we have been let down here.Rest assured that our system is set up so that a supplier has no incentive to attend a property but then not carry out the work, but we do appreciate your feedback on this matter. It is of high importance to us that we provide a good service to our landlords and it allows us to follow up with our suppliers where appropriate to see where things can be improved.I can see that you have been in touch with our customer service team and you have been refunded in full for the PAT where the supplier was not able to complete the service.I can also see that the certificate for your other property has been provided with the correct address.If there is anything else still to be sorted, please do contact us on info@openrent.co.uk.Otherwise, thank you again for taking the time to leave a review and we appreciate your feedback.Best wishes,India and the OpenRent team
1/5
TrustpilotWaste of time!
Waste of time!! Had to complete full reference check (with employer being contacted), and credit check, even though landlord was not offering the property to us. This had to be completed before he would choose who to let the property to, while he continued to have other viewings. Without agreeing to the checks, he wouldn’t consider our offer so we agreed. He then had access to personal information from all potential applicants. Do not use!
Agent replied · 15 June 2024
Hi Jo,Thank you for taking the time to leave a review and I am sorry that you have not been happy with your experience of OpenRent.We are sorry that this enquiry did not work out for you. If the landlord does not move forwards with your application after referencing has been completed this can be frustrating, and we fully appreciate this.When using OpenRent, the decision on how to proceed with prospective tenants is always with the landlord, and some landlords will decide to reference more than one set of tenants at a time in order to help them with this decision. As long as they have not taken more than one holding deposit, then this is permissible.We would never encourage you to do something that made you feel uncomfortable, however, we would like to reassure you that any information provided during the referencing process is protected under GPDR and the Data Protection Act. In using our services, landlords agree to our terms and privacy policy which outline how data should be used in line with these laws. Our referencing reports also contain advice for landlords on how to handle personal information in line with GDPR.Thank you again for your review and your feedback. If you have any more questions, please do contact us on the link below:https://www.openrent.co.uk/faq#i-have-more-questionsBest wishes,India and the OpenRent team
1/5
TrustpilotDo not trust their suppliers
I booked an EPC and EICR via OpenRent, expecting them as a large company, to hold their suppliers to some degree of professional expectation. How that turned out to be wrong.As per other reviews here, the engineer who came round to inspect my property claimed to have actually carried out it. However, I got EPC and EICR with wrong dates (going back several months) and wrong address. I contacted them several times for correction and each time they replied back with certificates with more mistakes. As I needed certificate for landlord license I urgently contacted a local electrician and gave the report to work off of. He was shocked, stated the report is wrong, doesn't even match the details of my consumer unit. Rather than charge a fortune to fix all the issues in report he offered to do one himself. All came back positive. Now some may assume he was after money, but he made less with giving me a certificate than he would have if he'd carried out all the work required by OpenRents supplier.After getting in touch with supplier and OpenRent, supplier says they have pictures to prove their report. I don't recall any pictures being taken by engineer so I asked them to send. They refuse to send until I send them pictures first... it doesn't even make sense.I asked OpenRent to get involved and they seem to have gone silent. I won't be holding my breath. I would strongly recommend you do not trust OpenRent agreement with any supplier. Save yourself the headache and money, use a local sparky instead.
Agent replied · 15 June 2024
Hi Abu,Thank you for your review and I am very sorry to hear about your experience here.We expect all of our suppliers to provide a high level of customer service and professionalism to our landlords and their tenants so it is disappointing to hear about your recent experience.It looks as though you have been in touch with our customer service team regarding this matter and that you have had further correspondence with the supplier regarding this issue since.I can see that you have now been provided with an EICR with the correct address and that we also issued you a full refund in compensation for the issues that arose from this order.Once again, thank you for taking the time to leave a review and if there is anything else please do contact us directly.Best wishes,India and the OpenRent team
5/5
TrustpilotExcellent experience
5/5
TrustpilotIt works!
Best platform, communication is great!
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