Fresh Move reviews

Dear Mrs Jenna CooperWe are very sorry to hear that you feel the service fresh move have provided has been unsatisfactory. Each of your points have been addressed as follows:fresh move worked to very tight timescales following the initial holding deposit received by you to moving you into the property and during this period we were promised by the landlord that the property would be thoroughly cleaned. During the period of cleaning there were still outstanding snagging issues for the developer to which we did advise you about that would affect the cleanliness of the handover of the property as some of the snagging issues would not be completed before you wanted to move into the property. This did result in additional workmen arriving onsite resulting in the cleanliness of the property being affected. You did insist that you wanted to move in before a professional handover of the property could be provided with existing snagging issues outstanding. Our initial video inventory and detailed check in report was communicated directly with the developers and to you which highlighted the original snagging issues so your point about fresh move not communicating with the developers is incorrect.Subsequent 4 monthly detailed inspections have also highlighted any new issues to be addressed again communicated with the developers.fresh move - including all of our staff in addition to the owners Fiona and James have worked extremely hard to address all of your concerns and we feel that it is unreasonable to advise that we have been lazy in responding to any of your queries. We have an extensive audit trail of conversations recorded on our property management system of every event you have raised and our response back to you and the developers. It is very common on issues like this for the developer to be quite unhelpful in addressing snagging issues. Once money has been transferred by the owners of the property sometimes outstanding issues are ignored. Some are better than others. Our audit trail of communication demonstrates that we have communicated all snagging issues under the building warranty all of which have been resolved in a reasonable timeframe. In addition to the above very early after you have moved in you started to communicate directly with the developers preventing fresh move from effectively managing the issues to address when we clearly explained any maintenance / snagging issues needed to be communicated directly through fresh move and not with the developers or landlord directly. fresh move via our mypropertyfile system easily automates reporting a maintenance issue for both tenants and landlords available online or via the mypropeatyfile app. We did on several occasions recommend that that if you report the issues directly to the developer fresh move have no visibility of the issue and we will not be able to act effectively on your behalf with the developer to see the issue through to a satisfactory outcome. In terms of the fresh move tenant fees we believe these are extremely competitive and fair compared to other agent fees. At £150 per tenant which is fixed, includes Vat, 6 months rent guarantee / legal expenses cover for the landlord and are there are no additional fees required is excellent value for both tenants and landlords. Many fresh move tenants often complain about other agents charging at least twice this amount and a survey fresh move carried out across the majority of our tenants suggested that our fees were transparent and affordable. You also advise other tenants to go private. Tenants that deal directly with landlords without using an agent are not always protected. However, tenants have that choice.It is very unfortunate that your response to fresh move in our opinion is unjustified. We always welcome negative feedback so we can improve upon the service we provide and constructively work towards an effective resolution. Again, we are very sorry that you have not experienced what you believe to be of a lesser standard. However, we have done the best we can with all situations considered to maximise the comfort of your tenancy and your home and to resolve any issues as speedily as possible given the parameters we have had to work to.Kind regardsThe fresh move team

Thank you so much for your feedback. We work hard to ensure we make the moving process as easy as possible.

Dear Mark . We did contact Jane as we were asked to direct all communication to you via her as you were becoming increasingly stressed and abusive towards the landlord and staff. I am taking over from a colleague and was following up on the grill pan which was missing. Any missing items are deducted unless they are replaced. The landlord of your property has it written into the contract that the oven must be professionally cleaned and the carpets must be professionally cleaned when you move out. This ensures that the next tenant takes the property on in a clean condition as it was when you moved in. We gave you details for the carpet cleaner which you have done but you have not cleaned the cooker or the property which is why the landlord is claiming the costs via the deposit. We conduct in-depth video inventories to ensure that all parties are protected and that the condition of a property is recorded in as much detail as possible. None of our staff would be abusive we deal with over 600 landlords and have conducted thousands of check outs. We aim for them to sorted fairly and quickly, as a agent we are a neutral party. Sadly some tenants will lash out at us in frustration if funds are to be deducted. The DPS is also a neutral body who will assess a claim and return funds fairly and as per the contract. The email I sent to Jane is below, which is not rude or offensive and neither was her response. Mr Bloxham has taken the grill pan from the oven at Flat 5 please can you ask him to return it asap. Kind regards It is very sad that you would choose to post this. Everyone has bent over backwards for you, allowing you to leave a contract early, helping you find contractors etc however it is not acceptable to leave a property dirty.

Dear HS. It is difficult to respond to your review because we have no idea who you are or which property you are referring to. We are not aware of any emails that have not been responded to and your statement advising that we never reply is completely inaccurate. We have a unique maintenance system that allows tenants to report damages and upload pictures. All this is documented with time frames so no maintenance is left for any length of time. Some tenants do not respond to contractors as that leads to delays at times. We only ever give out details to contractors to gain access or discuss works as specified in our tenancy agreements and privacy policy. Your details would not have been given out to anyone for any other reason. Would you be so kind to expand on your complaint and be specific regarding the address of the property.. Our team work really hard to ensure that all works are completed quickly and all emails responded to. Warmest regards The Fresh Move Team

Dear Adrian We take all feedback seriously I realise we are in dispute currently over your deposit but we use the DPS which is a fair platform with which to judge situations. Unfortunately your property did suffer from a leak which is why your landlord issued you notice and offered for you to leave early so that he could attend to the problems. He tried to make it as comfortable for you in the meantime but on occasions you would not allow contractors in. He also offered you rent reductions on the days you were without full services. He did everything he could and once you went he got straight on with the repairs needed and the flat is fully functioning again. We take the need to carry out inspections very seriously and like to come at least 4 times a year, it is imperative that we check on the progress of works assigned to contractors, the general condition of the property and hear any concerns from our tenants. We would leave message after message for you to try to carry out inspections and would get no response so we would have to write to you each time to tell you when we were coming. These inspections are carried out for your benefit as well as the landlords. We do not manage the communal areas of the building the landlord does this himself but he did install a very expensive alarm system that is checked regularly however I will feed your comments back to him. Unfortunately it is not a legal requirement to have an electrical safety certificate however a landlord as legal obligation to ensure it is safe. We did however have a British gas homecare agreement on this property which meant that an engineer would be with you to carry out any repairs usually within 48 hours. We have a large lettings team, all of our staff have many years experience in lettings and the majority are ARLA qualified. We also encourage the team to ensure they work as quickly as possible on any maintenance issue as we know that it is someone's home. We are 100% focussed on lettings and try very hard to keep our landlords and tenants happy. We value your feedback and will always strive towards giving a better service to our clients

Thank you Alison for your kind words, you are always a pleasure to deal with. Good luck in your new home x

Thank you John for your kind words, we always try to help as everyone's personal circumstances are different and being an independent agent we are able to work closely with our landlords and tenants at all times.

David, I am sure that if you had 4 years of failings then you would have taken the option of giving a months notice rather than to continue to live with the stresses that you claim. You moved into a brand new flat that would have passed all building control measures. We have complete records of all your correspondence that show that anything you have raised we have dealt with in a timely manner. We even have an online portal that you can upload photographs to help our contractors before they attend. We come and see you every 4 months and take pictorial records and we use reputable contractors to attend to works. There are some complaints that you had - like your neighbour having bonfires that sadly we can not control. We are aware that you have engaged the council to inspect your flat and have been working with them. We await their visit and are confident that all our qualified contractors have carried out works to satisfactory levels. Hopefully then you will have reassurance. We are more than happy to show anyone our complete log of correspondence with you to show how diligent the team are. There is no reason for us to delay anything. We obtain quotes as quickly as we can, we can not obviously enforce works but we will make sure that owners have all the necessary information to make decisions. We have over 158 reviews from happy clients who value how hard the team work to get things done.

Thank you so much Steve, We really enjoy working with you and thank you so much for the flowers. That was very thoughtful and greatly appreciated.

Dear Jemma, thank you for coming back to me to explain that you have not actually used our services. I am not sure who your boyfriend is or what has happened that you felt the need to review our company. We never mind having feedback but it is more helpful to have feedback from people that have actually used our services and for them to elaborate on what the issue was. Some issues are misunderstandings for example or reviews second hand often miss details. It is very rare for us to receive bad feedback and although we do not claim to be perfect we do claim to take our role as agents seriously and try to ensure that we work with both landlords and tenants so that all practices are fair and compliant. We have responded to all reviews on here but have some on here that do not live anywhere near our agency and we have no record of. We have contacted them publicly to ask for more details but they have declined to answer. If your boyfriend would like to discuss any issues he has directly with the team they will be more than happy to listen and investigate. As you say we can not improve unless we actually know what has gone wrong. Dear Jemma, I am sorry you felt the need to give us a one star review. We do not have you on our system as anyone we have ever dealt with so would really appreciate an explanation of why you would give us one star? We have been victims of false reviews over the last few weeks and it is incredibly frustrating for the team. They work so hard to ensure that our services as close to perfect as we can possibly be. We are renting properties in record time, we have a great record of answering calls. Prospective tenants are loving our video tours and our approach to keeping everyone safe in this global pandemic. The only thing we need is more properties so that we do not disappoint the large number of people looking for new homes. We have asked Google to investigate these false reviews. Please please can you detail what your experience was? Thanks

Thank you Tracy for your kind review we really appreciate the feedback .

Thank you Simon for your kind words, good luck in your new home.