Every review we hold for the Stratford-Upon-Avon office, from every platform, shown as written. First names only.
★★★★★ 1/5
GoogleMoved into a Charles Saville property in January 2021. Everything was dapper during the tenancy and overall it was okay until the day we sent our email saying we will be vacating the property due to purchasing a place. The next step was making way for viewings which we were supporting of and allowed them to always take place on the planned time. After the flat had a let agreed we had a quite unprofessional email treating us like children regarding some marks behind the hob on the wall (there was no splashback behind the hob). We argued that there should be some form of splashback added for future tenants which the landlord eventually got someone to add as they came and measured it on our moving out day. This was met with "this is the conversation we are not having" and overall was like talking to a brick wall.
From there we started packing and getting ready for our moving out day and also cleaning the house. We got all our stuff out and then went back to deep cleaning the flat which included shampooing the carpet using a professional carpet cleaning machine and sorting out any marks and scuffs as well as tackling the task of cleaning the oven. We were told that we should get the flat to a standard you would be happy to receive it and quite frankly the flat was better than the day we moved in.
I handed back the keys personally one morning and I was met once again being treated like a child when I said that the meters do not give a reading as it was set up as pay as you go (which was communicated between ourselves and Nina before we moved in) however Nicola Morris was saying that there should be meters down the side which I had literally been to 10 minutes earlier to double check which she then replied trying to explain what they looked like despite me knowing exactly what they are.
We then went about our day and we received a call from Nicola saying that the flat was not to standard and that the carpets are not clean enough and that the oven is not good enough, however she visited the flat at 12 but gave us a call at 4:30 on a Monday afternoon when they shut at 5 to either come get the keys and try cleaning again or get a company to do it from our deposit. We were just fed up with it by now so agreed for the money to come out however we would like a receipt for both (We never received it).
The money we got back from the deposit was admittedly better than we thought, however I don't think it makes up for the way we were talked to.
I have written this review a couple of months after it happened to give us time to think it over and we still stand by our thoughts. Nina and Graham had both been brilliant when we talked to them. They were supportive, understanding and overall pleasant. Every time we interacted with Nicola Morris however was talking to us like children, belittling and quite rude. I genuinely feel quite sorry for future tenants who may have to deal with a similar situation to us
James · 10 September 2022
Agent replied · 7 July 2023
Following your review, please see my reply.
From receiving your notice, we sent a standard vacation letter to you.
We commenced the remarketing of the property, you were very cooperative with viewings and indeed we also considered trying to fit in around yourselves, this all worked very well. We sent you a further kind and courteous email together with a copy of the inventory highlighting some areas which may need your attention prior to your vacation. You did not respond in writing to that email, but I believe I recall speaking with your partner and explained. One of the items mentioned was around the cooker which was considered heavily stained, more than fair wear and tear (the property was painted throughout prior to your tenancy commencing). The landlord did not charge you for this and as you state a splashback was installed after your vacation. I am sorry you did not like the heavily stained area being pointed out to you, we were not aware that this had upset you at the time and to note no money was deducted from your deposit relating to this area.
You vacated the property on Saturday (when are offices are closed). You returned the keys first thing on the Monday. The property was duly checked that day and as you state you were called regarding the extra cleaning required to the cooker and carpets. As a courtesy we asked if you wished to return yourselves to undertake this cleaning, you were unable to return and we as a courtesy organised the carpet and cleaners to go on your behalf. You were advised of the cost prior to them going and you did not at any time indicate you were not happy. It was unfortunate that your vacation fell over a weekend as perhaps you might have returned yourselves avoiding any costs to yourselves.
Regarding the meters, this was an error on my behalf. I did not get involved with the initial set up of the property/tenancy and was not aware there were specialist meters in the property, this was also a new property to our company and at that time did not have a long history of the property or meters. I apologise for any confusion this may have caused when you returned the keys, once again I was not aware you were in anyway aggrieved.
Its unfortunate you chose to write this review especially so late after your vacation when perhaps you could have called the office and stated you were not 100% happy at the time.
We felt as a company we shared a good relationship with you both throughout the tenancy so it is disappointing to receive a review like this some two months later which indicates otherwise. I do not feel at any time I belittled you or was rude to you, I am sorry if I made you feel this way. You did not speak up at the time but you have chosen instead to leave this review and single out myself as someone you did not like, personally this is not the path I would have chosen if I was unhappy with a person from an organisation.
I am pleased to hear that your overall experience with the company was satisfactory.
Nicola Morris, Director
CHARLES SAVILLE ASSOCIATES
★★★★★ 5/5
GoogleNicola and her team at Charles Saville Lettings have found me many lovely tenants for my small house over the years. Each one assessed and matched with the property and myself allowing for a positive relationship. I would highly recommend using Nicola, the whole process was always made easy for me and the tenant from start to finish. Thank you!
Philippa · 15 October 2023
Agent replied · 29 October 2023
Its been such a pleasure Phillippa over the years to let your lovely abode and meeting you ! With all best wishes Nicola
★★★★★ 5/5
GoogleNicola and her team have looked after my property in Stratford for the past 10 years. As a landlord you could not ask for more. Through the easy and the challenging times, the whole staff at Charles Saville worked so hard to make the whole process easy and understandable. Very professional and super helpful. Thank you!
Kevin · 8 May 2023
Agent replied · 7 July 2023
Thank you Kevin
You have been a great Landlord over the years, its been an absolute pleasure , with all my best to you and your family.
Nicola
★★★★★ 5/5
GoogleFantastic service from Nicola and team from start to finish. What could have been a very difficult transition following a separation was made so much easier by the service offered by Charles Saville team.
Amazing throughout and am glad to have met you all. Very highly recommend
Mark
Mark · 25 July 2023
Agent replied · 27 July 2023
Hello Mark
On occassions this job can be very rewarding .. this was one of them !.
We all wish you and your family every happiness.
Best Regards Nicola and Team.
★★★★★ 5/5
GoogleRight from the off… Nicola and each and every team member involved with myself directly at Charles Saville Lettings were all so very kind and helpful … made the whole experience easy and stress free. 10/10 Thank you 🙏🏻 Chris J. …
C · 9 June 2023
Agent replied · 27 July 2023
Hi Chris
Thanks for your great review It was a pelasure assisting you and indeed your professionalism throughout the process.
Enjoy !
Nicola and Team
★★★★★ 5/5
GoogleWe have recently started letting a property from Charles Saville and have had excellent service from Nicola and the team. They have responded to any issues quickly and effectively and have made us feel very looked after.
Elliot · 25 July 2023
Agent replied · 27 July 2023
Hello Elliot and Amber
Thank you for your kind words. You have moved into a real character property and we at Charles Saville feel positiive you are going to enjoy your time.
Best Regards
Nicola and Team
★★★★★ 5/5
GoogleCharles Saville Lettings were extremely efficient and prompt every step of the way. They were helpful to any queries and very thorough and organised! I am glad to be renting with them and they are by far the best experience I have had with estate agents to date.
Rachel · 7 July 2022
Agent replied · 7 July 2023
Thank you Rachel , your kind words are appreciated.
★★★★★ 5/5
GoogleI have dealt with Nicola and the team, (Nina and Graham), on numerous occasions. I find the whole Charles Saville experience to be professional and easy to deal with. I would definitely recommend to landlords and those looking to rent/let.
Keep up the good work.
Dan · 10 September 2022
Agent replied · 7 July 2023
Thank you Dan, we have a long history of working with you and appreciate your kind words.
★★★★★ 5/5
GoogleHave just completed a two year tenancy with this company. They took great pride in making sure the property is always kept in tip top condition. They have always responded as quickly as possible to any questions we have had. We have rented previously but this property was by far the best and I believe this is what they pride themselves on, good quality, clean and tidy properties. Would recommend Nicola and her team to anyone searching for a quality rental.PositiveResponsiveness, Quality, Professionalism, Value
Jayne · 23 October 2021
★★★★★ 5/5
GoogleWe have had the best experience with the Charles Saville Lettings Team - we have had prompt responses - even out of hours, and any little concerns we have had were resolved quickly and efficiently. The whole team are incredibly friendly and helpful. Would highly recommend to any of my family and friends! Thank you for all of your help and for making our time with you so far such a smooth process!
Liberty · 11 December 2023
Agent replied · 1 January 2024
Hello Liberty
Thank you Liberty for your kinds words - Here's to a lovely Christmas in your new abode !
Best Regards Nicola
★★★★★ 5/5
GoogleNicola and her team are just delightful.
Very professional but still friendly and charming.
Always helpful, prompt responses, even through the awful situation of the covid 19.
We loved being their tenants.
Absolutely a pleasure to meet them and using their services.
Money is not important for me and my husband when a job is done with love and care, they did everything with passion at all times and this makes worth every cents we spent with them.
Sending the team our love and our best regards.
Denise and DamianoPositiveResponsiveness, Quality, Professionalism, Value
Denise · 23 October 2020
★★★★★ 5/5
GoogleExcellent property agents who delivered an excellent service for us and our tenants whilst we were out of the country. Would definitely recommend them. Nicola is lovely!
Alex · 24 July 2023
Agent replied · 27 July 2023
Hi Alex
Thank you for your business over the years and for choosing Charles Saville. Its been a pleasure and wish you and your family all the very best.
My very best Nicola
★★★★★ 5/5
GoogleHave used Letting Agents on and off during last ten years due to nature of my work, some Agents have been good others less so. Charles Saville Associates is far and away the best. Consistently over delivered on expectations over three years. Nicola is a consumate professional who always got the job done with a smile. Graham in accounts has that rare quality of having excellent attention to detail and personable at the same time. Other staff were consistently helpful as well whenever I phoned. Well done all for making my stay in Stratford one to positively remember!
Paul · 7 July 2020
★★★★★ 5/5
GoogleCharles Saville have managed the letting of our flat for the past 9 years and have been excellent. Professional, efficient and friendly throughout. I cannot recommend Nicola and her team too highly.
John · 9 December 2022
Agent replied · 7 July 2023
Thank you John its been a pleasure dealing with you and your family over the years, with all my best wishes
Nicola Director
★★★★★ 5/5
GoogleNicola Morris is a genius. She is owner and managing director of Charles Saville Lettings, and over the past 15 years I have asked Nicola to manage the letting of two properties, first a furnished house and then a furnished flat. In both cases she has been an outstanding letting agent and I am hugely grateful to her and her small but brilliant team - currently Graham and Nina - for their skill in running the business so very efficiently from my point of view as property owner.
There is nothing stuffy or bureaucratic about Nicola. She will give you her advice or her opinion freely whenever you ask for them, and like her, Graham and Nina are obliging, considerate and resourceful. When it comes to asking them to help you out with ideas - for example in relation to property maintenance - their culture of help and support is refreshingly different from other letting agents.
Nicola and her team are, in my view, the very best lettings agency imaginable. Enough said.
Jonathan · 8 July 2019
★★★★★ 5/5
GoogleI wanted to say thank you to the team at Charles Saville for all their help over the past year. No question or query has been too much, always friendly and responsive with a desire to be helpful.
On both occassions I have needed to find accomodation Nicola has gone above and beyond to find me just what I’ve asked for. Working in the service industry myself, I tend to recognise service, and the lack of it, more keenly than many. Many thanks to each of you, your company should be very proud of you.
Belinda · 10 September 2022
Agent replied · 7 July 2023
Hello Belinda
Thank you for your review, its been a pleasure assisting you and look forward to our continued relationship.
★★★★★ 5/5
GoogleWhen i saw the property i let on kern's Terrance both myself and my wife instantly fell in love with it, after living outside the UK for over 15 years getting references and sorting all the necessary could have been very difficult,
the team at Charles Saville were so helpful & Professional and made it happen
from the start to the finish I found them to be informative, professional and efficient highly recommend this Agent in Stratford Town.
A big thanks to all the team
Peter · 7 July 2022
Agent replied · 7 July 2023
Thank you Peter for your kind words, we wish you all the best
★★★★★ 5/5
GoogleProfessional and prompt in dealing with my rental move taking the hassle out of me moving in. Nicola and the team are a pleasure to deal with!
Simon · 9 November 2022
Agent replied · 7 July 2023
Hello Simon
We are pleased you and your family are settling well.
Thank you for your review, its totally appreciated.
Nicola
★★★★★ 5/5
GoogleGreat experience as a tenant renting through Charles Saville. Nicola and the team were fantastic and guided us through the process swiftly and professionally. Compared to other agents, they were a cut above the rest!PositiveProfessionalism
Rob · 23 October 2021
Agent replied · 7 July 2023
Thanks Rob
Its been a pleasure, we wish you and the family all the very best.
★★★★★ 5/5
GoogleThis is undoubtedly the best letting agency in Stratford upon Avon. Nicola Morris and her staff have been managing a property I own for ten years. Throughout this time Charles Saville has managed my flat commendably, making sure that tenants are suitable, organising repairs as and when, charging reasonable costs and doing everything so superbly. I cannot recommend Nicola and her team highly enough. Nicola sets high standards and her staff respond positively.
Paula · 8 July 2019
★★★★★ 1/5
GoogleA couple of years ago we used this company to let out our flat due to moving away for work. The neighbours complained about the tenants level of noise, a number of times to CS but this was not passed on to us to deal with. Further to the tenants had previously had issues with thier neighbours for the very same reason. This was known to Charles Saville.
As a result of CS not informing us, the issue escalated further to the point where we were made to sell the property due to the neighbours complaining directly to the building holders. This could have all been avoided if a level of honest and transparency was exercised.
Lina · 7 July 2021
Agent replied · 7 July 2023
Dear Lina
In response to your recent review Charles Saville let your property from 2015 until 2016 for a total of 15th months. We were transparent with you at all times and reported to you any issues which were directly reported to ourselves. Charles Saville was not aware prior, during or after the tenants vacated of other issues in any previous properties with the tenants.
Should you wish to discuss the tenancy of 2015 with ourselves, please telephone we will be more than happy to un-archive the file as we feel your review is inaccurate.
It is very disappointing and we are somewhat at a loss as to why you have chosen to leave this review when the tenants vacated over 5 years ago , you did not raise any issues following their departure and the property was sold 7 months after they vacated .
Hoping you and your family are safe and well.
Nicola Morris
Director CHARLES SAVILLE
★★★★★ 5/5
GoogleAll the staff have been extremely helpful, quick to reply to any enquiries, and very professional throughout.
With this being my first property rental there were things I was not sure of, but all staff were quick to help resolve and assist with my concerns.
When moving on they went above and beyond to help me with finding somewhere new.
Excelled service all round, highly recommend them.PositiveResponsiveness, Professionalism
D · 23 October 2022
Agent replied · 7 July 2023
Its been a pleasure assisting you, let us know if we can help in the future.
★★★★★ 5/5
GoogleNicola and her team have yet again provided a swift and efficient service in finding me suitable tenants.
Snobbus1 · 10 September 2022
Agent replied · 7 July 2023
Thank you for you Stephen, your business is totatally appreciated.
Nicola
★★★★★ 5/5
GoogleThe staff at Charles Saville Lettings are professional and friendly, while also being very knowledgable about the properties they manage. I was able to ask any question about the property and get a rapid response. They made the renting process very simple and I would recommend that anyone looking to rent should contact them.
Joe · 30 August 2023
Agent replied · 29 October 2023
Thank you for your lovely review, with all good wishes for the future Joe
All at Charles Saville .
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