Every review we hold for the Manchester office, from every platform, shown as written. First names only.
★★★★★ 5/5
GoogleMoving home can be incredibly stressful and the processes and fees don't help - a problem that spans across the board with property agencies, they are unavoidable - but the folks at Ascend Properties have been there for us every step of the way to guide us through that hectic and confusing transition.
Whenever a problem or issue presented itself, Lora Roberts was always an email or phone call away to help answer questions and address any difficulties that got in the way. Terrie Eason was equally great at presenting the property and had answers ready on the spot for every typical question a tenant may have about their potential new home.
I have noticed a few reviews have mentioned frustration with having to collect their keys in Sale although their property is in the city centre. That comes from an automated source and a simple direct email to a staff member can remedy the collection to the Deansgate office.
From what I understand, the new online application process is still in its early days and the company is aware of how intense it can be. They encourage the feedback so they can fix those issues as it's a work in progress. The idea behind it is to simply handle the contracts etc without having to go to an office and you handle the necessary details at your own convenience. I prefer the face-to-face approach but I understand the logic behind it.
But again, it gives you peace of mind to know that your concerns can be easily dealt with a simple phone call or email. I always get a response within a couple of hours.
When you have that open line of communication happening, it takes a lot off your mind. I give Ascend Properties a lot of credit for that.
Adam · 31 December 2016
★★★★★ 5/5
GoogleAfter looking for a flat to rent for over 6 weeks - me and a friend found a property online on Ascend (through rightmove) and we were able to view it straight away!
The whole team at Ascend have been extremely helpful throughout the whole process; replying to emails promptly, answering all questions, always reliable to get hold of. Terrie has been very helpful and friendly throughout!
We were also able to negotiate a change of paint colour in one of the bedrooms; which Ascend were more than happy to organise for us.
The fees were also considerably lower than the other agent's we had been viewing properties with.
Overall; Very happy with the whole process - would definitely recommend Ascend!!!
Bethany · 31 December 2016
★★★★★ 5/5
GoogleI spoke to Ewan who managed to sort me out with a same day viewing at a property I asked to see at short notice. Very friendly and was kind enough to reply to a call and texts I sent out of hours (sorry about that again, Ewan!). He's been great at responding to any queries I've had in a very timely manner. Very simple and painless, looking forward to moving into our new flat!
Euan · 25 March 2020
★★★★★ 5/5
GoogleI would like to thank Adam Fairhurst for helping me to secure a property that I like very much! His professionalism and prompt response did smoothen the process a lot! The experience was really great!
Yang · 26 July 2024
★★★★★ 5/5
GoogleMy husband and I just moved to Manchester and we started to search for a 1 bedroom flat to rent, but after meeting Ashley for viewing, we ended up letting a 3 bedroom apartament which we absolutely love. Ashley was kind enough during our meeting to provide us with all the necessarely details and to answer to all our questions. He was very polite and professional.
After a disappointing viewing a few days ago, we were pleased to see that the add and the pictures for the flats were as described on the agency website.
We were lucky to deal with Ashley and Ascend Properties and for sure we recommend him for everyone .
Andi · 8 July 2016
★★★★★ 1/5
GoogleThis is the worst experience I have ever had moving. They were non responsive from referencing onwards. Moving our move in date less than 24 hours before and offering nothing but an email apology.
Actively avoiding our calls and emails afterwards.
Upon move in date- only 2/4 keys were given. When entering the property on our move in day- the place was appalling, including no hot water, missing washing machine, unflushable USED toilets, mud and foot prints everywhere, dog poo on the balcony, and a leak in the ceiling.
Nothing was done about this, we have been passed around between different people with no help.
They are actively not responding to us, Forcing us to move into a flat with no hot water and disgusting mess
Chiara · 12 September 2024
★★★★★ 5/5
GoogleMy husband and I just moved to Manchester and we started to search for a 1 bedroom flat to rent, but after meeting Ashley for viewing, we ended up letting a 3 bedroom apartament which we absolutely love. Ashley was kind enough during our meeting to provide us with all the necessarely details and to answer to all our questions. He was very polite and professional.
After a disappointing viewing a few days ago, we were pleased to see that the add and the pictures for the flats were as described on the agency website.
We were lucky to deal with Ashley and Ascend Properties and for sure we recommend him for everyone .
Andreea · 14 March 2016
★★★★★ 5/5
GoogleThe letting agent we dealt with when looking at our new flat was called Ashley and he was a lovely guy.
Ashley was on time for the viewing, was friendly and able to answer all our questions in a confident and polite manner. We're super happy to have secured a flat with Ascend since everyone was very easy to deal with. Ashley gave us all the info we needed at the viewing and afterwards the antes in the office who I talked to over the phone was also very friendly.
Ascend seemed to be the only agency in Manchester that actually knows how customer service works and how to use that in your favour.
Paulina · 1 January 2016
★★★★★ 5/5
GoogleAscend properties have made my search looking for my apartment a lot easier than what I thought it could be.
I requested to view a certain apartment I was interested in and they were able to book me in for a viewing the following day. Ashley was already there 15 minutes prior to scheduled time, gave us a courtesy call and gave directions to the apartment location.
Comparing to my other viewings with other agencies, I felt very rushed when shown around the properties. Ashley had shown me around the apartment and then gave me some time to myself to have a good look around as well.
I feel the viewing process was really professional and I would recommend anyone that is looking to rent an apartment in Manchester to drop Ascend a call.
Not only that, I felt this is the right apartment for me so I made an offer for this apartment right away. Once again, Ashley made it a very easy and smooth process.
Ana · 9 July 2015
★★★★★ 1/5
GoogleNever 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 tenant, when the property was left better than when moving in. Management are scammers
Clive · 20 August 2024
★★★★★ 1/5
GoogleDo yourself a favour and do not do business with this agency.
I have reported a water leak 6 months ago and they have still not fixed it. I have been calling and emailing but they use the excuse of "working from home" to not to get back to you. The damage caused by the leak is so huge that my flat is now unsanitary and even the walls in the leaving room are mouldy! The leak is coming from underneath the bath. They have not fixed the leak neither put the bath tiles, rather exposed me to a very humid, mouldy and unhealthy environment in which I have been trapped for 6 months! Thankfully I am now getting the Council involved!
A disgrace of a company! I pay £795/month for a one bedroom flat and their service is non-existent! Not even the decency to reply to emails or return calls!
Check the attached pictures for proof and please do not use this agency.
PS: when I moved in the agency asked me to give them a review and said they would reduce the "check-in" fees by £15, so do not believe the good reviews they were bought!!
CDB · 13 March 2022
Agent replied
Ms De Bartolo
We are extremely sorry to learn of your unhappiness with the service you have received so far, we usually take great pride in the high standards we set for all our tenants. I assure you that we are equally frustrated with how long this repair has taken, I hope you can appreciate however that leaks are very complex issues, especially where the origin is found to be outside of your apartment meaning our team must co-ordinate with Block Management and their contractors. Your property manager is diligently chasing progress on your behalf and I will get him to provide you with a full update on this. We also apologise if you have experienced any slower than usual response times, but we humbly ask for your continued patience and understanding as we, not unlike any other business, are unavoidably impacted by the ongoing pandemic.
★★★★★ 1/5
GoogleAVOID AT ALL COST! ⚠️ Ascend is single handedly the biggest mistake I’ve made in the Uk by miles. Moved into a property they manage and had to live through winter November till date (almost the end of March) without heating in the apartment. Called and sent tons of emails and it all fell on deaf ears - with the constant excuse of waiting on the landlord to give permission for them to change the heaters. Now this was after they’ve sent over 3 engineers who confirmed the radiators were knackered and gave them quotes for replacement. Bear in mind I never owed a months rent.
Had the bathroom floor sunken from wet and rotten wooden floor under the bathroom carpet, reported this when I moved in and till today not even a single person has come to inspect this.
Further more the wooden window frames were rotten and the metal handles were broken - this left the windows in the room slightly ajar all the time. I reported this problem almost immediately I moved in, in the first week November 2020 and up until, the metal handles fell off in March 2021 nothing has still been done.
Called and called, sent emails and barely got replies - and when I got a reply, 8/10 was always either someone who has no clue what they’re doing and wants to transfer you to another person (who won’t be available to speak) or an unbelievably rude knob behind the line, can’t forget one Luke from finance - the guy an absolute joke.
Chase · 13 March 2022
Agent replied
Thank you for your review. I am sorry to hear our service levels have not met our usual high standards on this occasion.
Unfortunately the heating system within the property is aged and whilst repair options were looked into and various tests run, you were provided with alternative heating via portable electric panel heaters.
After repairs took place and the system still wasn’t working, quotes were obtained for a replacement modern heating system for the apartment. As you can imagine, this is both costly and can take some time. We were asked by the landlord to provide various quotes and options so he could make the best decision on how to proceed.
The landlord had another discussion with two of the contractors who quoted last night and has now made a decision on how to proceed. We are just waiting for the final costings to be confirmed. Once confirmed, the heaters and parts will be ordered and we will ensure these are installed as quickly as possible.
We sincerely apologise for any inconvenience caused.
★★★★★ 5/5
GoogleI have rented from Ascend Manchester, at those times it was really hard as nation was going through pandemic.but Ascend helped me out in that hard time to find this ideal flat where I am currently living from last 18 months.and I really feel it as a home. During all this period when ever any issue happens in property it was dealt very professionally by office even there out of hours service is fabulous and when ever contacted there office always they always replied promptly.its one the best letting and managing office I have experienced.
Ejaz · 13 March 2022
Agent replied
Hi Ejaz, thank you so much for leaving a review. We always try to make life as easy as possible, especially during difficult times. So glad we could assist you during this period. Thanks again!!
★★★★★ 5/5
GoogleExtremely professional service. I dealt with Rob in the Manchester office who was very responsive and showed initiative when making recommendations to help rent my apartment faster, working on a no win no fee basis. I didn't even need to meet him - he went and got the keys from another agent and even arranged an EPC check for me, going above and beyond in my opinion. Great service and would highly recommend!
Emily · 13 March 2020
★★★★★ 1/5
GoogleDO NOT IGNORE
You will not get your deposit back, they scan you out of thousands of pounds. I moved out in July and still do not have my deposit back. They keep telling me it is being sent but they are keeping it, and ignoring emails and calls. Avoid at all costs if you do not want to be scammed.
T · 11 November 2023
Agent replied · 30 December 2023
Thank you for taking the time to leave us a review. We are disappointed to read of your experience and we want to look into this further for you.
To enable us to locate your record on our system, please could we ask that you send us an email to PropertyManagement@ascendproperties.com with some more identifiable information.
We will then be able to investigate your comments and discuss those directly with yourself from there.
Kind Regards,
The Ascend Team
★★★★★ 1/5
GoogleCompletely useless. Nobody picks up the phone for queries and I've send at least 4 requests for viewings over the past 2 weeks. I've literally not had one response. If you're a landlord and you want your property let quickly... Avoid these jokers at all costs. I rang mid December and they said they didn't have any viewing slots until mid January! They have clearly taken on far too much work than they are able to deal with and they don't have the skilled staff or organisation/direction from management to whip them into shape. Every property that I see with the Ascend logo... I just avoid now due to their dreadful customer engagement. Ascend? More like "Decend" !
Dominic · 30 December 2021
Agent replied · 30 December 2023
Hi Dominic, we are deeply saddened to hear of your experience with Ascend. Our intention is of course to find you the perfect property and make the process as easy as possible. A few points on the below; No emails remain unanswered in line with our KPI's and business model. All leads are therefore responded too. The phones can be extremely busy at certain periods but the team respond to every single lead in due course. If there were no viewing slots available at time of enquiry, this would have been due to the festive period limiting the days we are open. I can see that you have previously viewed with Ascend and are still opening property match emails in line with your given requirements. Please contact us directly in branch on 0161 637 8336 if you would like to view any further apartments.
★★★★★ 1/5
GoogleDo yourself a favour and do not do business with this agency.
I have reported a water leak 6 months ago and they have still not fixed it. I have been calling and emailing but they use the excuse of "working from home" to not to get back to you. The damage caused by the leak is so huge that my flat is now unsanitary and even the walls in the leaving room are mouldy! The leak is coming from underneath the bath. They have not fixed the leak neither put the bath tiles, rather exposed me to a very humid, mouldy and unhealthy environment in which I have been trapped for 6 months! Thankfully I am now getting the Council involved!
A disgrace of a company! I pay £795/month for a one bedroom flat and their service is non-existent! Not even the decency to reply to emails or return calls!
Check the attached pictures for proof and please do not use this agency.
PS: when I moved in the agency asked me to give them a review and said they would reduce the "check-in" fees by £15, so do not believe the good reviews they were bought!!
Candice · 11 November 2021
Agent replied · 30 December 2023
Ms De Bartolo
We are extremely sorry to learn of your unhappiness with the service you have received so far, we usually take great pride in the high standards we set for all our tenants. I assure you that we are equally frustrated with how long this repair has taken, I hope you can appreciate however that leaks are very complex issues, especially where the origin is found to be outside of your apartment meaning our team must co-ordinate with Block Management and their contractors. Your property manager is diligently chasing progress on your behalf and I will get him to provide you with a full update on this. We also apologise if you have experienced any slower than usual response times, but we humbly ask for your continued patience and understanding as we, not unlike any other business, are unavoidably impacted by the ongoing pandemic.
★★★★★ 1/5
GoogleHi, Imagine living in a flat that windows dont open and the ventilation system stop working. No new air enter in your flat or leave. You expect that to be solved as an urgent thing, if yes dont choose ASCEND. I cant live in the flat im paying because the temperature inside is 29 celcius at night and the air is really difficult to breath! The problem was been reported one month ago...still not solved... looks like is expensive to solve... And yes i paid all of the rents at time. The agency protect the landlord, they dont care if you as a tenant have the best conditions or not to live. I know that problems happen, the difference is how much time you take to solve them.
Edit: Last Monday situation got solved. Also thanks for the answerNegativeResponsiveness, Professionalism
Flavio · 26 August 2021
Agent replied · 30 December 2023
Hello,
Thank you for your feedback. I appreciate your frustration with the recent problem to the extraction unit in the apartment. A contractor was instructed once your report had been received and the feedback from the contractor was to replace the unit entirely, which would be extremely expensive. Your landlord and Ascend therefore decided to instruct another contractor for a 2nd opinion. This contractor determined the fault and arranged the repair, however, had to wait for the relevant parts to arrive before this could be done. With lockdown parts are taking a little longer than usual, especially parts for this type of unit as this type of fan is not very common. Once the part arrived the engineer arranged to conduct the repair and has now left the unit in full working order.
Whilst is it true as a managing agent that we have a duty of care to protect our client which is the landlord, we are also fully fledged members of the property ombudsman and as such, all our decisions are made with tenant’s welfare at the forefront, so although we value the feedback, we strongly dispute we don’t apply an equal duty of care for our tenants.
★★★★★ 1/5
GoogleRenting out a parking space properly seems beyond this company so I dread to think what it must be like renting a property from them.
Took them almost a month to get a permit to me to use the space, they didn't even seem to know that we'd get a parking fine for using the space we'd paid for without the permit to go with it. As it stands, I'm on my 3rd promise for a call back about a pretty straight forward query to have the start date amended so I'm not losing out on the time I couldn't use the space, and 3 emails all gone unanswered. Like others seem to say, service & responsiveness drops off a cliff once they have your money.NegativeResponsiveness, Professionalism
James · 26 August 2021
Agent replied
Mr Lyons,
Thank you for your feedback, we accept that there were complications getting a parking permit out to you and apologise for any inconvenience that this may have been caused. Unfortunately we had to send 3 individual permits out as a result of you not having received the first two, inevitably this created a delay which was unavoidable and not down to inaction. We are happy however that you are now in possession of your permit and likewise that we were able to bring a positive resolution to your issue.
★★★★★ 1/5
GoogleI would have happily given 5 stars, but the service I received from Robyn Y has significantly changed that and hence I won’t be renting with Ascend again.
Ultimately, she stated that a portion of my deposit will be deducted for cleaning costs. I disagreed with this and took it to TDS adjudication service and won! Therefore her judgement was incorrect. Moreover the tone in her emails was not the kindest, I have left one of the many emails so you can see for yourself. I have asked other people their view on the tone of the email and many people agreed it to be intimidating and overall unprofessional.
“Hi there
Attached invoice.
The clean is for the bathroom, and hoover throughout.
It is a shame you need to raise a claim for £XX.XX we have adjudicated in the same manner, and it is unlikely you would win due to the evidence we have on the inventory compared to the check out report. The TDS will use the same evidence we have against you, as you don’t have any evidence to suggest otherwise, it’s likely you would not win.
Many thanks”
Just to point out I have never been addressed as “Hi there” and would never address anyone like this - just unprofessional.
My experience is that initially and throughout the duration of renting, Ascend were always quick to respond and dealt with any issues I had extremely quickly. Unfortunately, Robyn Y had to ruin that experience. I am just glad I had proceeded with the adjudication and won my case and received all my deposit back in full as I should.
Another cause for concern was an issue where Robyn Y had sent me the previous tenant’s check our report, it stated their name, images of how they left the flat and charges they were due to incur. I believe this to be a breach in relation to GDPR regulations but Ascend have assured me that this is only a very minor data breach. Personally, I don’t think them or anyone else would like their details sent.
I do hope Robyn understands that she has cost Ascend any repeat business from myself.NegativeProfessionalism
Paviter · 26 August 2021
Agent replied
Mr Dhillon
Thank you for your feedback, however it’s regretful that your interactions with your property manager over the deposit release has left such a sour note to an otherwise overall positive experience with Ascend. The Tenancy Deposit Service exists for this exact purpose, it dually; ensures all tenant’s deposits are fully protected and furthermore offers them an avenue to raise a dispute should they disagree with the check-out report. Robyn stood to gain no financial benefit from funds retained from a deposit, she was simply judging the check-out report based off her own experience and the evidence from the report, so I would venture the perceived tone from her email is more likely down to misperception, but we do apologise if you were perturbed by this. We are likewise happy that you were able to recoup your full deposit and wish you well for the future.
★★★★★ 5/5
Googlewooow what a great agency to deal with. I was really pleased with Ascend service. the agent Ardent who viewed the property was such a nice person very provisional and responsive,
he answered all the Questions and helped us with the offer process. within a day Amanda started the referencing process and communicated with us to provide all documents needed for the offer to be accepted. such a great agency,
I would not have any hesitation in recommending the service provided.PositiveResponsiveness, Quality, Professionalism, Value
A customer · 26 August 2021
Agent replied
Thank you so much for your kind words! I will pass them to the team!
★★★★★ 1/5
GoogleSo I had online viewing booked for 2 flats with this agency.
I never got the video of those flats. I called few times and got the same answer again - sure, we will email you today. Nobody emailed after that.
I can see those flats are still advertised as available, and they are on the market for weeks or months, but when somebody is interested, this agency is just not responding.
I had experience with some bad agencies before, but this one is even worse. I wonder what's the criteria for getting a job in this kind of agency? Lazier and more incompetent person gets the job?
And have some decency for at least once in your life and stop lying when I call you.NegativeQuality, Professionalism
Frane · 21 June 2021
Agent replied · 20 June 2024
Hi,
We are deeply saddened to hear of your experience with Ascend. Our intention is of course to find you the perfect property and make the process as easy as possible.
With regards to some of the points mentioned below;
Please let me know which properties you are looking at, which developments etc & I can investigate the situation further. If you registered and booked a viewing for a virtual appointment, you should receive the virtual tour at the pre-arranged time. You would receive a text & email in advance to confirm this appointment & then receive via Whats App or email if needs be. If this is cancelled, you would again receive text and email confirmation of this.
By identifying the properties in question and the time/days of your virtual viewings, I can further investigate and discuss with the staff members in question. This is perhaps a pointer towards some training we can implement in order to improve our communications with applicants.
In line with our KPI’s & business model, all viewing requests; physical or virtual are carried out unless there is an issue regarding access. In this situation, we would always inform you and look to re-arrange.
By providing further details, we can track calls & email correspondence to further improve the service that we provide.
Regards
★★★★★ 1/5
GoogleOnce you've paid your deposit for your rental property getting hold of them suddenly becomes impossible, and if somebody does ever answer the phone they're always unable to either help or put you directly through to the right person - instead they give you a different number which predictably nobody answers.
We've been trying to contact the office via phone and email for 10 days now, got through twice and the first time the person couldn't find our property or tenancy on the system at all so was completely unable to help, and the second time the person told me they were part of the lettings team and I needed property management but after attempting both numbers we were given multiple times there's still no answer. Nobody has got back to us from our emails or answerphone messages.NegativeResponsiveness, Professionalism
Charlotte · 21 June 2021
Agent replied · 20 June 2024
Hi Charlotte, the head office number & your property managers email & number are provided upon move in. You have a specific, dedicated property manager. if they are for some reason unresponsive, you should call 0161 669 4982 & talk to the team. There are no other numbers apart from your PMs direct dial. Best Regards.
★★★★★ 1/5
Google2 viewings booked, told late the day before one had an offer accepted. Turned up to the other and completely different layout, 1 less bathroom, not even the same floor as advertised and same price. Agent told me they use stock photos of other apartments in the building. Made them aware that the entire advert is incorrect and checked 3 weeks later and the advert was still unchanged.
Gave them another chance on different place, got a call when the viewing was meant to start to say they don't have the keys so need to cancel. Agent said they'd ring me back to rearrange and never did.
Not impressed considering I have to book a day off work and travel over an hour to each viewing. Complained to them on email with no reply, I wonder if they'll reply to this now it's public... Haven't had service like it from any other estate agents and won't be considering their properties in future.NegativeProfessionalism
Corey · 21 June 2021
Agent replied · 20 June 2024
Hi Corey. I can only see one viewing conducted under your name. As per the advert, marketing pictures are used in some cases where we cannot access for real photos- hence the disclaimer on the ad which was explained by the negotiator. The marketing on this specific unit had it down as two bedrooms, two bathrooms when there was only the one bathroom which was our error. This was feedback to the Ascend Team and immediately amended. Unfortunately, you were then cancelled on another property where keys were not present and the property was then secured by another client. If you would like to view any properties with Ascend, please contact me directly in branch on 0161 637 8336 and you will receive the service for which we are renown. I am deeply saddened to hear of this experience as it is not the impression I would like to leave with a client. Rob.
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.
