Platinum Properties Ely reviews in Witchford

Thank you so very much for your really kind review Scott. We are sorry to see you leave us, but so very pleased its for all of the right reasons and wish you all the very best for the future!

Nina, you have always been a total pleasure to work with and we are so glad to get such a glowing review, thank you, we are so very grateful. We hope you will be with us for as long as you find yourself renting :)

Thank you Will, it was our pleasure. We hope you enjoy your new home for many years to come!

Thank you for your review. I don’t know where you have read we work 50/50 for both the landlord and the tenant, but, that’s a fundamental misunderstanding of the role of an agent who is engaged to provide a service to their clients, in our case our landlords. All agents services are engaged by the landlords of the properties and all agents earn their money from the landlords of the properties and all agents have a duty of care to their clients, the landlords. You will see in our response to some reviews here we are very transparent about this, so your indication you read reviews and understood us to be 50/50 is fundamentally flawed. Timeline of your application; 14/02 - viewing took place 15/02 - application forms sent to you on request 16/02 - you advise that you had mistyped your partners email when supplying it so this was corrected and applications reissued to your partner 17/02 - we confirm we have received applications and we propose these to the landlord (having waited an additional day for yours before proposing them all due to your mistake) 18/02 - you are advised that the landlord has opted for an alternative application It is important to point out, to avoid any disappointment in the future, that, speaking with our friends at other agents in the area, we know that all agents are currently taking multiple applications on all properties and giving their landlords a choice of tenants, it’s part of the service agreement between all agents and their landlords, we must, under legislation, propose all offers we receive against a property. That is why we do not take a holding deposit until our clients have made a definitive decision on who they wish to have as a tenant, so we don’t leave anyone out of pocket unnecessarily. Our application process is all very clear and set out in writing in the terms and conditions that you competed and signed (to confirm you had read and understood these) as part of asking us to put the application forward. As for your friend, the timeline required for referencing, property availability and process make that scenario impossible. All of the above being said, we do very much enjoy working with many excellent tenants who have been with us many years and do read and understand our processes (many enshrined in law) and understand the role each of us plays in the relationship. We are blessed to have these tenants, many of whom have taken the time to leave us good reviews on this platform and nominate us for awards each year. We are sorry landlords are leaving the market thanks to new legislation, we are sorry that government legislation means landlords are highly risk averse at the moment and we are sorry that the rental market has 34% less homes available and more people than ever looking to rent, but this is totally beyond our control. We are also sorry that you did not have your application accepted for the property, but, sadly, this is the current situation in the rental market, it is highly competitive, your frustration over this is currently shared by many others, including all of us agents who are trying to manage the situation as best we can. This does not make sending rude emails to the office, posting inaccurate reviews and trolling a company online out of frustration the most appropriate way of handling your disappointment. They people in the office here are human beings with their own families, wants, needs and problems to deal with that they put aside whilst trying to genuinely do their best each day they come to work to find nice people nice homes in what are very different and challenging circumstances due to demand in the market at the moment and how frustrated people are becoming with this situation, but it is beyond their control and they don’t deserve to be treated that way. We do very much wish you well in your continued property search, as we do everyone currently search for a home, and hope you find a suitable property soon.

Hi Tim, Thank you for your feedback. We won’t ever deny that our check out/final inspection process is very thorough, as we state in the end of tenancy guidance which does also detail all the areas of the property we inspect and gives details of our recommendations for cleaning companies (because we do appreciate negotiating a move can be stressful enough and, therefore, outsourcing cleaning is a sensible option). Sadly, good cleaners aren’t cheap and cheap cleaners are not good in our experience so, even more so now than ever before, cleaners are not the £6 per hour earning individuals they used to be and, given they provide a valuable service as much as anyone else in gainful employment, we don’t feel they should be. Our standards are unapologetically high to ensure that the property passes from your hands to the next tenants in a very clean condition so they can move in without the stress of finding themselves having to clean the house before they can settle in. Your tenancy passed from a different agent to ourselves part way through your tenancy and, as part of this, and as you know from communications at the end of your tenancy, they had retained the deposit under protection. Therefore, the delay was out of Platinums hands to a certain degree as it relied upon the old managing agent to release the funds to you and they were slow to respond to this once you had agreed deductions I am afraid. I am sorry about that, but it is not something we could control. Equally this does also mean that I am unable to comment on the original condition of the property when you moved in as we were not managing the property at this time. We thank you though for your kind comments surrounding our management during the time we oversaw this for you. We hope your move was otherwise smooth and you have settled into your new home well.

Thank you Michael, it is a real pleasure being able to help and we are so glad you are happy with our service to date. Thank you for our 5*'s :).

Thank you for your review. We are a little disappointed that your concerns were not raised with us directly, but that you chose to leave a one star review in this respect instead. At the moment we are following current government guidance which asks that we ensure all parties are proceedable before putting anyone at risk by completing an in-person viewing within the current pandemic. We cannot comment upon the steps that any other agency takes in this respect, but we are sure that you can appreciate that the safety of our staff and current tenants (and indeed, you, as a potential viewer of a property) when completing physical in-person viewings at this time is of paramount importance and, as such, we are following this guidance carefully. All of our clients and current tenants are aware of this, thanks to our regular updates as to our working practises during the unprecedented situation, and are grateful that we take such a stringent approach to protect everyone and mitigate risk. We do have virtual viewings that we send in the first instance before we ask you to confirm your full details to ascertain your interest and check you are proceedable. We do not reference at this point in time and the information is held in line with our privacy policy (available on our website). We have worked with numerous parties during this time that have happily understood our processes and reasons for these and, would like to think, that this demonstrates we are a responsible agent who cares about our clients and customers and their health and wellbeing. Had you have spoken to us about your concerns we would have been happy to relay all of this to you.

We are very sorry that you feel this way. Under government guidance at present we are required to prequalify all enquiries before offering viewings to stop the spread of Covid-19. We take the protection of everyone we work this in this regard extremely seriously and we would hope that anyone working with us would understand this and appreciate that we are seeking to protect their best interests too in this endeavour. If you feel that you have been spoken to or dealt with in an an unprofessional manner please do not hesitate to provide details to us accordingly so that we may investigate this, we have not received a direct complaint from you at this time to allow us to look into this accordingly. It is very important to us to investigate any complaint of this nature, as you can tell from our many good reviews this is not our standard practise. We wish you well with your ongoing property search.

Thank you for your review. Given that you threatened to leave a bad review, rather than a positive one, in your email regarding the deductions for a small amount of cleaning at the end of the tenancy we are not surprised by this review, the email stating this is available for review also. Equally, we have no problem with anyone reviewing the telephone call, we also hold a recording, we feel the manner in which you addressed the staff here speaks for itself in that call (which Maria raised with you at the time also). Our contractors set their own costings, we do not add commission to our contractors invoices as we make very clear in a lot of our advertising. The guarantee that is made in relation to the cleaning is not one purported by Platinum, but one made by our cleaners directly and, as such, our recommendation would be to contact the company directly regarding their guarantee and the additional costs incurred. However, we do note that you state in your email regarding the deductions that you 'did not pay extra for a special deep clean of chrome' when you instructed the clean, which is what resulted in the deduction for us to rectify this. We have sent you pictures showing that the limescale has now been removed. We are thankful for those tenants who genuinely appreciate what we do, understand and adhere to the terms of their tenancies and are helpful and polite in dealing with us, allowing us to achieve this. By choosing to communicate with us constructively throughout their tenancies, such tenants allow us the ability to forge a happy and successful working relationship which results in the number of good reviews we have received on this platform so far from both landlords and tenants alike and the very kind nominations we receive resulting in us winning awards year on year for the services we provide to them. We respect, however, that not everyone has the same approach and, to this end, we are sorry that this wasn’t possible in relation to your tenancy as we genuinely hope for good, mutually beneficial, working relationships with all of the tenants that rent with us, despite the fact that, ultimately, it is undeniable that our landlords are our clients who pay for our services and fees to tenants have been outlawed for some time now on this basis. To this end we wish you all the best for the future.

Thank you so much for taking the time to leave us a 5* review Mark, it means a lot to the team and does make a big difference to them when they get great feedback.

Thank you James. We enjoyed working with you too, hopefully we will again in the future!

Thank you so much Simon, it's our pleasure to help and we love working with you.

Thank you so much Paul, 5* reviews like yours make all the difference to the team. We hope you will be very happy in your new home.

Thank you very much Chris, so glad you found the out of hours support helpful too, that’s great to know. We really appreciate your feedback.

Thank you Khalid, that's so kind of you.

Italia, you are a complete pleasure to work with and such a lovely lady. Thank you so much for this review!

What can we say Peter, we absolutely love working with you! Thank you so much :).

Vito, we are very thankful for the 5* review, thank you. It was a real pleasure to be able to help.

Thank you so much Kelly, its been a complete pleasure helping you and turning things around. We really appreciate you placing your trust in us after a poor experience, but hope that we have gone some way to proving not all agents are the same :). Thank you so much for taking the time to leave a great review.

Thank you so much Andrew, we are sorry there was the odd teething issue, but so glad we could help with sorting them quickly. We really appreciate you taking the time to leave us 5*'s.

Thank you David, it’s a pleasure to help and we are so grateful you took the time to leave a 5* review.

Thank you Chloe, we are so pleased we've been able to give you such a positive experience for your first time renting and are extremely grateful for the 5* review. It was a pleasure to help, we hope you will be really happy in your new home.

Thank you Lee, we always love working with you.

Thank you for your very kind feedback Nowfal, we do appreciate you taking the time to leave a 5* review 🙂 …