Fraser Grant Newcastle Upon Tyne reviews

Thanks for taking the time to review our business Charlie - all the best. Kind regards, Ellen

Thanks for taking the time to review our business Sara - all the best. Kind regards, Ellen

Alex, Firstly we would like to apologise for the way you feel that you have been treated. Deposit returns can be a contentious time but we do feel you were provided with enough information prior to the end of your tenancy to ensure that you would have received a full deposit return. Just to clear up a couple of issues that you have raised. As soon as the microwave was reported, one of our team visited the property and, while you were there, inspected the microwave. It was found to be in an unhygienic state and needed a thorough clean. Given the difference in condition between entry and exit of the house, for note this microwave had been replaced in the tenancy before yours (2015/6), we needed to replace this item, this cost was split 50:50 with the landlord. While you have awarded us a low rating we are pleased to hear that this was your only issue throughout the duration of your tenancy. We aim to prevent any confusion by emailing you a Deposit Return Guide around a month before the end of the tenancy, this sets out exactly what you need to provide us with. For note, the vast majority of the properties which we manage provide this information without complication. We also aim to help all our tenants by carrying out a pre-end of tenancy inspection around 4 weeks before the end date, not something every letting agency does. This highlighted all aspects that needed to be addressed, including the cleaning. As you are aware, we did apologise to you at the time of your calls and we are disappointed at your account of dealing with us in relation to this. We articulated fully what you needed to provide and were assured we would do everything we could in relation to fast-tracking the return. This was completed within an hour of receiving the correct information in full.