Topproperty Services reviews

Thank you for your review. Having checked our record you are not part of any tenant agreement with Topproperty student homes. All deposit returns are taken forwards by the tenancy deposit scheme that they are registered with - again you are not registered as a party to deposit. Regards Topproperty

Thank you for your review - we will share your feedback with Kalem. Many thanks The Topproperty Team

Dear Jakub Many thanks for taking the time to leave us a review - we are sorry that you are disappointed with your experience with TopProperty. I have checked and I cannot find a tenancy for yourself. If you would like to email us on info@topproperty-services.com with details of your property and tenancy dates we can look into your issues further. Kind regards Phil Jenkins Operations Manager

Thank you for your review. We are sorry to hear that you are not satisfied with Topproperty following your move out inspection taking place and your deposit return process beginning. Regarding the heating issue, this was raised and was open for a period of 17 days in July 2022. Our engineer attended and diagnosed the issue and a part was required. Once the part came into stock we have arranged for the contractor to fit it. Please accept our apologies for the delay but this delay was outside of ours and the contractors control. As part of our quality assurance we send an email and a text following our contractors responding to any maintenance issues raised. Having reviewed the maintenance feedback for the issues raised during your tenancy I note that we didn’t receive any negative feedback on issues raised - indeed when you did provide feedback you rated our service 5/5 (outstanding). We did not receive any feedback regarding maintenance issues in relation to accessing the property. Please note that if you advise us that you do not wish to be present when reporting a maintenance issue you will be automatically emailed advising that we will attend the property without notice. This allows us to respond to issues quicker. Appointments are also made on the issue log with the reporting occupier being informed. You mentioned that you encountered mould - there have been occasions where mould has built up in the property due to poor ventilation. Appropriate treatment has taken place and we have given you appropriate advice on how to ventilate the house. Victorian terraced properties do have ventilation issues if tenants do not play their part and reduce humidity by opening windows regularly, and ensuring bathrooms get ventilated. We always provide the appropriate advice on this and give feedback where needed to enable you to manage it effectively. In terms of your deposit, there was extensive cosmetic damage throughout the property. The house was fully repainted immediately prior to your tenancy commencing. The use of adhesives (blutac) is prohibited by the tenancy agreement and unfortunately it was used throughout the property in every room. At the end of the tenancy virtually every wall was needed to be repainted, which included treatment to ensure the oils from the blutac didn't come back through the paint. The landlord has only requested a contribution to the overall cost of repainting the property although a full charge for this - £1200 and a reduction for the years use - would not have been unreasonable. The potential costs of repairing the walls and repainting them due to adhesives use was advised in writing during the tenancy to you. The front of the property was left in poor condition with a build up of rubbish and cross contamination of the council provided bins which required a contractor to attend and clear the area. Our deposit charges take into consideration depreciation and are reflective of the costs incurred by the landlord - and as outlined above, were very fair as you could have been charged the full amount for the repaint rather than around half of what it cost the landlord.. The property was inspected by Liverpool city council during the course of your tenancy as part of the selective licensing scheme it is registered under. On inspection it was found to be fully compliant. Unfortunately we received no feedback in relation to the property or our services during the course of your tenancy until now when your deposit charges have been put forward to you for agreement. Topproperty welcomes feedback from tenants so we can improve the service we offer. We wish you all the best for the future, Topproperty Student Homes.

Hi Mollie Thank you for your google review - it is much appreciated. We appreciate that maintenance issues will occur during a tenancy and we do our best on your landlords behalf to deal with them as efficiently and promptly as possible. We have passed your feedback on to Daz, Joe and Phil directly. We wish you the best of luck for the future. Kind regards Simon and the TopProperty Team

Hi Jessie, Many thanks for the review. I understand your frustrations however the lock issue was beyond our control - when it failed you contacted an out of hours locksmith (rather than contact the out of hours service provided by Topproperty Services). This locksmith charged you far more than he should have done as an out of hours callout (about double), and the landlord took the view that the charge was unreasonable and ultimately avoidable if you had contacted us in the first instance. Subsequent issues and delays with your deposit were caused by you as a group agreeing over this issue. In terms of the other matters raised, I personally inspected the property as part of our pre-tenancy QA and did not note the issues you raised, excepting the beeping smoke alarm (low battery - this was subsequently replaced). It should also be noted that we assisted you in finding a replacement tenant, and didn't charge you our reasonable costs for the contract novation/alteration. If you have any further queries, please let me know. Simon, Topproperty.

Many thanks for taking the time to leave us a review, it's much appreciated. I will pass your comments on with thanks to Hannah. Anything we can do to further assist in your house hunting please don't hesitate to get in touch. Many thanks again - Simon and the TopProperty Team

Thank you for your review - we will share your feedback with Kalem. Many thanks The Topproperty Team

Many thanks for your review. The TopProperty Team

Dear Anuradha, I would like to apologise if you feel this was handled badly. We had two bookings with you - the first was for the 22nd December. I'm not sure why this was cancelled as your number went into our system minus the first zero (automated texts failed to deliver) however you also booked in for the 2nd January 2024 which is the day we reopened in the new year. You did make four calls to us on the bank holiday on the 1st January 2024 which went to voicemail given we were closed. Unfortunately the property you enquired about went let agreed just before we broke up for Christmas - the deposit was paid between Christmas and New Year. Given that we are prohibited in law from taking two holding deposits for a property we cancel viewings if a property has gone let agreed. I have reviewed the call logs and it does look like we were abrupt in ending the call once telling you the property was let - this will be picked up as part of training, as we always take feedback seriously and strive to continually improve our service. We wish you all the best of luck in the future in your house hunt. Simon from Topproperty

Dear Bel Mcf Thank you for you review. Based on your username we cannot find details of a tenancy with Topproperty. Please can you contact us further by emailing info@topproperty-services.com so we can look into the points raised. Thanks Topproperty

Thank you for your review. We are sorry to hear that you are not satisfied with Topproperty following your move out inspection taking place and your deposit return process beginning. Regarding the heating issue, this was raised and was open for a period of 17 days in July 2022. Our engineer attended and diagnosed the issue and a part was required. Once the part came into stock we have arranged for the contractor to fit it. Please accept our apologies for the delay but this delay was outside of ours and the contractors control. As part of our quality assurance we send an email and a text following our contractors responding to any maintenance issues raised. Having reviewed the maintenance feedback for the issues raised during your tenancy I note that we didn’t receive any negative feedback on issues raised - indeed when you did provide feedback you rated our service 5/5 (outstanding). We did not receive any feedback regarding maintenance issues in relation to accessing the property. Please note that if you advise us that you do not wish to be present when reporting a maintenance issue you will be automatically emailed advising that we will attend the property without notice. This allows us to respond to issues quicker. Appointments are also made on the issue log with the reporting occupier being informed. You mentioned that you encountered mould - there have been occasions where mould has built up in the property due to poor ventilation. Appropriate treatment has taken place and we have given you appropriate advice on how to ventilate the house. Victorian terraced properties do have ventilation issues if tenants do not play their part and reduce humidity by opening windows regularly, and ensuring bathrooms get ventilated. We always provide the appropriate advice on this and give feedback where needed to enable you to manage it effectively. In terms of your deposit, there was extensive cosmetic damage throughout the property. The house was fully repainted immediately prior to your tenancy commencing. The use of adhesives (blutac) is prohibited by the tenancy agreement and unfortunately it was used throughout the property in every room. At the end of the tenancy virtually every wall was needed to be repainted, which included treatment to ensure the oils from the blutac didn't come back through the paint. The landlord has only requested a contribution to the overall cost of repainting the property although a full charge for this - £1200 and a reduction for the years use - would not have been unreasonable. The potential costs of repairing the walls and repainting them due to adhesives use was advised in writing during the tenancy to you. The front of the property was left in poor condition with a build up of rubbish and cross contamination of the council provided bins which required a contractor to attend and clear the area. Our deposit charges take into consideration depreciation and are reflective of the costs incurred by the landlord - and as outlined above, were very fair as you could have been charged the full amount for the repaint rather than around half of what it cost the landlord.. The property was inspected by Liverpool city council during the course of your tenancy as part of the selective licensing scheme it is registered under. On inspection it was found to be fully compliant. Unfortunately we received no feedback in relation to the property or our services during the course of your tenancy until now when your deposit charges have been put forward to you for agreement. Topproperty welcomes feedback from tenants so we can improve the service we offer. We wish you all the best for the future, Topproperty Student Homes.

Thank you for your review. Your move in expectations have been addressed at the start of the tenancy by our management team and we had no further feedback in relation to this. We believe these issues were fully addressed. In regards to communications, we have a very robust maintenance and property reporting portal and we drive all communications through the issue logs. This makes it straightforward to track issues and our communications. Throughout the tenancy property issues were raised outside of our reporting procedure which lead to delays as we can only respond to issues when reported appropriately. We always make this clear to any tenant including during the tenancy as we did with you on numerous occasions. You mentioned an issue with a six month period relating to a toaster - the issue with the was raised with us via our maintenance portal on the 26th October and a new one delivered to the property on the 27th October. I am unsure what you are referring to regarding it taking six months to resolve - it was sorted within a day. Deposit charges - The landlord has elected to recoup the costs for removing rubbish from the property and a deep clean of the fridge freezer, if they were left in the recommended condition then the landlord would not have incurred these costs. Likewise the recharge of the invoices for unnecessary contractor call outs has been elected by the landlord to be recharged as these are unwarranted costs - these were callouts for an issue where you reported a lack of heating which was due to you turning off the boiler at the mains, and also reporting an issue with high heat from a shower - the contractor visited expecting a fault but it was due to you having the temperature on too high. Both of these visits were unnecessary and resulted in the landlord incurring a charge which was passed on to you. Thank you for providing this feedback and we wish you all the very best for the future. All the best, The Topproperty Team.

Thank you for your review. The property you lived in is a licensed HMO and it is fully compliant. We are accredited by Liverpool Student Homes which is owned and managed by the universities. As part of our quality assurance we send an email and a text following our contractors responding to any maintenance issues raised. Having reviewed the maintenance feedback for the issues raised during your tenancy I note that we didn’t receive any negative feedback on issues raised. If we do not have feedback about the service (beyond being given a one star rating) we cannot improve it. We wish you all the very best for the future. The Topproperty Team.

Many thanks for your review

Hi Jess Thank you for your review. We have reviewed the issues you have raised during your tenancy and have noted that we have assessed them and arranged contractors to carry out the appropriate works. We have reviewed our issue logs for the issues that you have raised and we have requested feedback from yourself as the occupier raising the issue but none has been completed. If no feedback is given we cannot take things further if we do not know about them. The heating issue was covered under the boiler warranty - the delay you experienced was due to the manufacturer. Our houses are licenced by Liverpool City Council and we are accredited by Liverpool Student Homes. We currently have a 93% occupier satisfaction rating for our contractors relating to the 23/24 academic tenancies and tenants feedback. If you would like to discuss the issue further please email us on info@topproperty-services.com. Kind regards The TopProperty Team

Thank you for your review. From our records we can see that we have been engaging with your son via the issue log in relation to a report of pests in their property. As informed on move in all communications are via the issue log, this is so the information goes straight to the property and maintenance team. Contractors have attended the property to respond to issues raised and preventative pest control measures are ongoing. Our internal processes have been followed with this and all necessary measures have been taken. Pests are an issue in Liverpool often due to how neighbours are keeping their rubbish in yards and we have contracts with the necessary companies to deal with this as a priority when reported. We will continue to work with our pest control contractors to resolve the issue. Updates will continue to be sent to your son via the issue log.

Hi Dylan, Many thanks for the review! We are glad we were able to help you esecially sorting out your tenancy end/ If we can help in the future please don't hesitate to let us know. Thanks, Simon

Hi there, I am sorry to hear you had this experience. We did phone to confirm if you would still be attending on the morning of the viewing. It is our policy to not attend if we are unable to get hold of the person viewing - we take robust steps to have viewings confirmed (confirmation texts sent out etc). Having checked the notes we hold on file I can see that we did rearrange this viewing for the same day and the viewing went ahead. If you have any further questions or feedback I'd be happy to discuss. All the best Simon and the Topproperty Team.

Hi Charlotte, I'm sorry you have had this experience. Following from this review, a member of staff has visited and has fed back to the maintenance team that the damp issue in the bedroom is condensation. This will be treated and additional airflow fitted (air brick). This should fully resolve this issue. The washing machine contractor is booked in for today so hopefully this will resolve the matter. If you have incurred additional cost for launderette services please let us know - we will be happy to reimburse this. I note that you have applied for the property for next year - thank you in your trust in us as managing agents - if you need to reach out to me over any issues in the future please reach out to me on 0151 5567294. Thanks, Simon