Trusted Agent profile · Padiham
★★★★★
218 reviews across 2 platforms
1 Mead Way, Shuttleworth Mead, Padiham, Burnley, BB12 7NG
Ascend's office in Padiham, at 1 Mead Way, is rated 3.5 out of 5 across 218 reviews on two platforms, including 51 Google reviews rated 3.8.
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Every review we hold for the Padiham office, from every platform, shown as written. First names only.
5/5
TrustpilotMy company has worked with Mark from…
My company has worked with Mark from Ascend for several years now and we've always been happy with the level of service, quick response time and proactive ways of working that Ascend offer.
We're delighted you're happy with Mark as your Portfolio Manager and the overall service we offer, thank you!
5/5
TrustpilotAscent
We came to the area to rent a property due to my husbands work.
Thank you so much for sharing your experience. We’re delighted to hear that Ashton and the Ascend team have been so supportive since you moved in. Knowing that families like yours feel cared for and supported, especially with the challenges of a new build and shift work in the NHS, really means a lot to us. It’s wonderful to hear that any issues were resolved quickly and smoothly, and that our contractors were professional and approachable as well. We’ll be sure to pass your kind words on to Ashton and the team, they’ll be thrilled to hear them. Thank you for trusting Ascend!
2/5
TrustpilotThe house has remained cold .
The house has remained cold since we moved in as the back door to the garden and the front door to the house hasn't been fixed as we have a child with a heart condition we end up taking him to the hospital regularly during winter because of sickness an ill health due to not being warm from cold to a cold home .We have rising damp in the living room and kitchen which had not been properly looked at .i have Filled in some gaps with foam but as I'm not a builder I do not know what I'm doing as there's alot more to secure the house.We however have been helped with some repairs but as above the main repairs either get ignored or need reporting over and over again and still four yrs here nothing has been done .However Liam Eadsforth an team have been very helpful passing on fixflo and trying to get help.
Hello Ben, Thank you for your review and we’re sorry to hear you’re having problems in the property. Having been a tenant with Ascend for a number of years now, we’re glad to see all previous maintenance issues raised by yourself have been resolved within a timely manner. Looking at our records, you raised the issue mentioned within your review on the 7th June 2023 and we have arranged a contractor to attend next week to review the situation at your property. As soon as we have the contractor’s report, we will discuss any recommendations with the landlord. We will of course keep you updated as usual and make you aware of any next steps. If you have any additional queries in the meantime, please do not hesitate to get in touch and we’ll be happy to assist. We’re glad to see you’ve had a positive experience with your property manager Liam and the rest of the Ascend team. Kind Regards, The Ascend Team
1/5
TrustpilotTo all Young/ new renters
To all Young/ new renters: DO NOT IGNORE THIS REVIEW.Avoid this letting agency like the plague, as tempting and attractive the reduced rent may seem, it certainly isn’t worth the mental distress. From the complaints team to the account managers, namely, LOUISE GORTON, are absolutely useless. They will exploit you and withhold your deposit from you at the end of the tenancy. You will make a number of complaints regarding faults in the property only for said faults to come out of your deposit. This company feeds off young and inexperienced renters, do not become victim to this and rent elsewhere!!!!!Renters are bribed with a 1 month rent free raffle to leave a 5 star review on company page, be very wary!!!
Hello Yaf, Thank you for your review, which is a disappointing read. Ascend strongly refute the allegations made. We work really hard to provide excellent customer service to all our tenants. Unfortunately upon you vacating the property, works were required which have been proposed as a deduction to your deposit. We have advised you of these works, along with a report including photographs comparing the condition of the property when you moved in, versus when you vacated. Our team, along with our complaints manager has been in touch with you to discuss the concerns you have raised. Our team have clearly explained the process for the return of your deposit, and directed you to the deposit scheme where your deposit is held. As your complaint is now regarding time frames for the deposit scheme to assess your dispute, Ascend are unable to assist. We therefore recommend once again you contact the deposit scheme if you are unhappy with their timescales. Ascend run various incentives and competitions for tenants. Whilst Ascend ask for reviews in return for an entry into a prize draw, we do not require the review to be a particular star rating, we are simply requesting feedback for our service.Kind regards, The Ascend Team
5/5
TrustpilotWe had the pleasure of dealing with Rev
We had the pleasure of dealing with Rev, who was a star throughout the whole initial process, answered all our questions swiftly and made sure that we were happy and comfortable with the whole process.
1/5
Trustpilot****REAL NIGHTMARE****
My ****NIGHTMARE**** started when moved into one of their properties in WALSALL 4 weeks ago. Although I was advised that the house would be professionally cleaned before moving in, the house was dirty and the carpets ***FULL OF DOG HAIR*** from the previous tenant. Entering the house an intense ***DOG WEE SMELL*** will welcome you. I have a child in the property with severe asthma and pet allergies. I requested for the carpets to be changed. After confirming in writing that they would change the carpets, they refused to do so and suggested I change them at my own expense.Also, the ****DISHWASHER DOES NOT WORK**** and there is ***DOG POO*** all over the garden and the turf is dead. They still have not fixed any of the issues.Moving out of the property is unfordable for me now and would be too stressful for my child. They are being ****HEARTLESSLY UNEMPATHETIC****
Thank you for taking the time to leave us a review. However, we are disappointed to read that your experience has not been positive and we’d like to look into this further for you.You will see we have sent you a request for more identifiable information via Trustpilot as we are unable to locate you on our database. If you wouldn't mind getting back to us, it will allow us to locate your records so we can help make sure any queries are rectified for you.The Ascend Team
5/5
TrustpilotThanks Mark
Ascend are always great to deal with and Mark Lewin in property management is particularly great. Quick to reply and always resolves any issue quickly and efficiently. Thanks Mark!
Thank you for taking the time to write this wonderful review, Azim!
1/5
TrustpilotAvoid this letting agency!
Have used Ascend for 4 years to manage my flat in Liverpool. During the pandemic they found poor tenants with minimal vetting, carried out no inspections (even after restrictions were lifted).After I made my own inspection I had to alert them to the problems they were missing. When the tenant left my place in an aweful state, their own agent admitted this was terrible.Finally, I received demands from debt collectors for unpaid council tax bills from a void period that the agent never passedon to me. Ascend claim they never received the 3 reminders from the council and refused to take any liability for their mismanagement. I lost £600 in fees and a significant knock to my own credit rating. The response below from the agency is a beautiful example of how they just brush off their poor service and responsibilities.I have tried to escalate my issues regarding the unpaid bills and each time their response is that they never received bills that were sent to them by the council and they have no knowledge or how they could have been missed. My assessment of them is fair and has not changed! A large agency that likes to charge management fees but doesn't actually manage. Stay clear - I'm sure there are better options out there!
Thank you for responding to our request for more identifiable information so we can look into this further for you. We do sympathise with the obstacles you have faced with tenants during your management service, we are understandably limited in our control over how a tenant acts once committed to a tenancy, but we do appreciate the feedback. As we use an external referencing agent for all the referencing of new tenants, the vetting is uniformly based from the same criteria, and it would therefore be impossible for any tenant to receive differing or minimal screening. We do regret that interim inspections had to be placed on hold for a time during the pandemic, this was a business decision taken to protect the welfare of our staff and customers, they have however since been reinstated at the agreed frequency under the terms of the Managed Service Agreement.We note that you have raised the same concerns over penalties incurred for your liability on unpaid council tax during a void period through our internal complaints procedure, which has already received fair hearing and wasn’t escalated any further by yourself, but we welcome you to contact the team should there remain any questions on this.Kind Regards,The Ascend Team
5/5
TrustpilotBrilliant service :)
Rebecca was extremely helpful in us getting the property we wanted, brilliant service and helpful throughout the referencing process we can’t wait to move into our new home
Thank you Jake, we have passed on your kind words to Rebecca!
5/5
TrustpilotRyan really responsive
Ryan really responsive, every time there is an issue.
Thank you so much for sharing your experience. - The Ascend Team
5/5
TrustpilotPrompt and Helpful Replies
Mr Lewin always responds quickly to any requests or concerns I raise as a landlord. In this particular he reminded me the ECP was about to expire and did I want to get someone myself to do the check or use an Ascend approved provider. Recently as well he was able to provide up to date information on average rents for similar properties to mine in the area. He is always polite and represents Ascend well.
Thank you for taking the time to leave us this great feedback! We're delighted to see you're happy with your Portfolio Manager, Mark, and we will be sure to pass on your kind comments to him.
1/5
TrustpilotTerrible
Terrible. Just left a bad taste in my mouth after moving out. They tried to take all the deposit amount and quoted a non existing agreement. Our house was left cleaned with fair wear and tear condition, which according to the legal regulations is reasonable marks and scuffs. No damages are occurred and the after moving out assessment was put to wear and tear. Then cost of cleaning is supposed to be covered by the landlord and the agent as well as redecorating. They also wanted us to pay extra amount exceeding the deposit by quoting a non pre-existing, non pre-àgréement and threatening us to bring in their lawyer if we didn’t pay up. Later on, when we gathered that they didn’t assess our property as wear and tear and with a proportional responsibility with the landlord, which again not existing in any law written in the uk. They turned around and tried to claim the deposit as damage to the property! Is this a work of a day light robbery in the uk?! I think so. Beware of Ascend.
1/5
TrustpilotVery very very poor customer services and management.
Do not consider taking any rentals from Ascend Properties.I continue on from my previous posting.I move into a property managed by Ascend Properties in February this year and found a multitude of issue. Some small, others risky.They constantly lie.They cancel maintenance jobs.The contractors take multiple visits to complete single tasks and on many occasions do not turn up. Ascend Properties then state the jobs are complete.When the contractors do decide to do the jobs, on many occasions they turn up whenever they like.Ascend Properties then make a huge amount of excuses as to why the work has not been completed, ranging from, the tenant has the only set of keys so the contractor could not access the property - then provide a set of keys when the job is major, they blame the contractors for letting them down, they blame there own managers for not doing a proper job, they force you to use there online portal to report maintenance requests - just to rearrange these requests/cancel/forget they existed, they then try and blame the tenant for not being cooperative, they blame the council for not responding to there communications, they blame the landlord for them not responding to there communications, they blame everybody except themselves for there astonishingly poor customer service.DO NOT TRUST ASCEND PROPERTIES!!DO NOT take a property from Ascend Properties.If you do not think they are arrogant then consider why they have ignored TWO Building Works Repair Order programs set by the local Council.These maintenance repairs, still have not been completed after 10 months!! You are constantly badgered by Ascend Properties or the contractors and you do not get any peace and quiet.I have hundreds of emails linked to their Fixflo portal, hundreds of emails back and forth, multiple texts and phone calls.....and they still cannot get the work completed.You end up out of pocket due to their incompetence.DO NOT GO WITH ASCEND PROPERTIES
5/5
TrustpilotMark Lewin
Mark Lewin was very helpful in all aspects of the rental of my flat . Email where responded the same day and the same with phone calls
Thanks for leaving us a great review!
5/5
TrustpilotWill Kent
Will Kent, is absolutely fantastic, as helped me so much with my application and still continuing to help me even with it going to the reference team, helping with any questions I have.
5/5
TrustpilotHad a wonderful stay.
Prompt service Clear instructions Easy troubleshooting
Thank you for taking the time to leave a review.
5/5
TrustpilotGreat experience and help today from
Thank you for taking the time to share your feedback. - The Ascend Team
5/5
TrustpilotHave lived here for 3 years:
Thank you for taking the time to share your feedback. - The Ascend Team
5/5
TrustpilotAleaya Afzaal was a great help…
Aleaya Afzaal was a great help responsing to my questions super quickly and was super kind made it super easy to renew my tendency
Thanks a lot, Jessica!
5/5
TrustpilotGreat Experience
Rebecca was extremely helpful in helping me secure a flat. Great communication throughout, would highly recommend if you are looking for a rental home
Thanks for the lovely review, Debbie!
1/5
TrustpilotTerrible Company
Terrible company, horrible communication, only in it for making money for themselves and landlords, couldn't care less about tenants, won't pick up the phone and when they do, expect cold transfers to dead numbers and unconvincingly pretending there's a signal issue before slamming the phone down and not answering some more.I could go on about how they left us in a flooded house, badgered me about rent due to a property I have long left, etc with no help for months but I can't be bothered to waste anymore time writing about this awful company, complete crap!
Hello Jake,Thank you for taking the time to write a review. We appreciate all feedback and are very sorry to hear your experience with Ascend has not been positive.Unfortunately you experienced a leak within the property during your tenancy. The nature of the leak was complex and the source was not within your apartment which added further complications. Various options were provided to you at the time regarding vacating the property or waiting for the works to be completed, as these were being arranged by the landlord who you were in contact with. You vacated the property whilst a joint tenancy agreement remained in place. In order for the person remaining to take over responsibility for the property as a whole, we must reference them. Previously you were both referenced to cover half the rent each only, we must complete referencing again to confirm affordability and suitability for the landlord based on there being one tenant only.Unfortunately, this referencing was never, and has not to date been completed by the remaining tenant so we have been unable to complete the transfer of tenancy. The referencing remains open and can be completed by the remaining tenant at any time, the remaining tenant is aware of the current status.The deposit remains protected within a government scheme. As the property has not been vacated by all occupants, we are not in a position to refund. If you would like to discuss this any further, please do not hesitate to get in touch with the property management team and we’d be more than happy to assist where we can.
1/5
TrustpilotAbsolutely terrible estate agent
Absolutely terrible estate agent - had nothing but problems from day 1 of moving into a rental accommodation. They clearly do not communicate internally very well with each other and the checkout process was horrendous, Louise Gorton the property manager is useless. Also had to wait 3 months to receive my deposit back from TDS as lack of updates and responses from the ascend team - will never use the guys again
Hello Lloyd,Thank you for taking the time to leave us some feedback, and we are sorry you were unhappy with the checkout process. Unfortunately, as works were required following you vacating the property, we had to arrange a contractor to complete those works and await their invoice so we could confirm the deduction amount to your deposit. Once received, the deduction was submitted to you and the deposit scheme. The checkout inspection was completed on the 3rd April and the final deductions were submitted to yourself on the 18th May, at which point you are able to accept and claim the funds from the Tenancy Deposit Scheme. We therefore politely dispute it took 3 months for you to receive the return of your deposit. We always aim to return security deposits as quickly as possible however, the timescales are dependent on the condition a property is left in and any rectification works required, which is not always in our control. We apologise for any delay with the deposit return and hope you have settled into your new home. Kind Regards, The Ascend Team
1/5
TrustpilotUnethical, Dishonest Cowboys!
If I could give minus zero stars to the West Midlands branch, I would. They are the most dishonest and chaotic lettings agency around and should come under the scrutiny of the regulator as they take people's money and vanish. They do not return calls or messages and are totally unprofessional. Avoid these scam artists, you will not have any peace of mind with them, I am speaking from experience that I am happy to share with anyone directly. Every person in every department I have dealt with are all as inept as each other. Horrible, lazy and unethical agency. Avoid, avoid, avoid!!!
1/5
TrustpilotAvoid
Dealing with Ascend has been a tiring experience. They refuse to acknowledge any mistakes they make, no matter how much proof you send them.The bar they have for themselves is unbelievably low, I had a sofa in a furnished rented property that had upholstery flaking from day one and metal springs coming up through the cushions which threw you off but they did nothing, this is what they deem acceptable. Clearly it was not usable, they confirmed this themselves in the checkout report (the key detail they ignore) but still don't acknowledge they made a mistake by not replacing it. They said the landlord refused to replace but he says he never knew. It shouldn't matter, either way it wasn't usable and they should have stepped in.They also attempted to deduct from the deposit maintenance fees for things we provided in hand to them that they accepted (with photo proof) and things that were never in the property, they still don't acknowledge this. Do yourself a favour and avoid them. They will never hold themselves to the same standard as they hold their tenants.
Hi Ash, Thank you for your review and I'm sorry to hear your experience with Ascend hasn't been positive on this occasion. We have provided a full response to all your questions within your emails. You requested for a replacement sofa stating it was uncomfortable in early 2020, however this request was declined by the landlord. You made no further comment or request regarding the sofa during your tenancy. Works were required to the property following you vacating, including cleaning, bulb replacement and repairs. You dropped one bulb into our office, but the other works were still required. We have provided a copy of the contractors invoice for the works completed. As stated within our emails, you can contact the TDS to raise a dispute should you not agree with any of the proposed deductions. This is a free service provided by the deposit scheme. Should you have any further queries, do not hesitate to contact us. I hope you have settled well into your new home.
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Tell us what you need and we'll put you in touch. Ascend hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near Padiham.
