90% sales valuation accuracy
96% sales fee satisfaction
92% lettings valuation accuracy
88% lettings fee satisfaction
Sep 11,2021
Sep 11,2021
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I received a distressing call from aNorthwood employee that was very rude in relation to the inventory check-out for Flat 151 Southside
, St John's Walk, B5 4TH.
Aside from the rude and unacceptable tone, the employee insisted that money would be taken from our deposit because there was a hair in a drawer and some dust under the sofa. In other words the flat was very clean, but he wishes to nitpick about hairs, and thinks that he has a right to insist that we pay.
So I just want to re-cap a few items over the tenancy:
We moved in in January. One of the key fobs didn't work. So the inventory check didn't capture something as important as that, but you captured a hair in a drawer. I didn't make a big fuss, we just got it resolved.
Northwood also informed the Council that Andrew Green and Emilie Tao had moved into the property. My boyfriend's name is not Andrew Green. So again, happy to criticise a hair in a drawer, but couldn't get the name of the tenant correct? This was a bit of a pain to correct with the council tax. They got water and electricity meter reading wrong as well I had to be hold on call for hours to try to get them resolved! Such a pain!
There was dust under the sofa, and the windows weren't clean. The floor was sticky and although generally clean, I am sure there were hairs if one were to look. Perhaps they can provide a picture of under the sofa and the windows to see a before and after, including the insides of every drawer.
Soon after moving in we scanned our passports in the office, then we were contacted to come and scan our passports. I said we already have. Eventually Northwood accepted they already had our passport scans.
One of the employees (also I believe) turned up at the door and tried to get in. He said he was here to do a normal property check. I said that's fine, but not right now, because I was working from home. I just asked him to contact us in advance. He said he had contacted us in advance and wanted to come in. I said I didn't see any email. He said "he definitely had", again quite rudely essentially calling me a liar, so I asked did he receive a reply? He didn't answer. I then checked all my email and there was no email. I sent an email to Northwood and Mo to say this and to let me know about the next inspection. No apology, no proof of email from Northwood. Quite rude.
The elevator in our building was broken for approximately 3 months (could be longer now). We did raise this with Northwood, but didn't hear anything back. Why was nothing done?
So 1, 2, 4, and 5 are all Northwood Lettings or inventory clerk errors in the space of about 6 months.
Number 6 is actually the biggest issue for me. That was not only extremely inconvenient every day, it also cost us approximately £100 or more extra costs in moving because the delivery men had to go up and down 4 flights of stairs with each box which obviously takes longer. So given that you want to ask for extra money to clean a hair in a drawer or some minor dust under a sofa, I would like to know what compensation they will be providing for the fact that the lift didn't work for all those months? It is part of the service fee and is why we paid the rent we did. So we should receive some compensation for:
that service was not provided for months but was paid for in the rent
we had to pay extra for removal costs due to it.
Perhaps there should have been more focus into looking after the tenants and making less mistakes over the tenancy than there has been on this hair in the drawer or whatever else. I'd also like to add that the flat was clean when we vacated it, and if there is any hair anywhere, it may well have been from the inventory clerk, or perhaps someone else was in the property. Either way, we will refuse any deduction from deposit and raise a dispute unless we can reach satisfactory agreement.
, St John's Walk, B5 4TH.
Aside from the rude and unacceptable tone, the employee insisted that money would be taken from our deposit because there was a hair in a drawer and some dust under the sofa. In other words the flat was very clean, but he wishes to nitpick about hairs, and thinks that he has a right to insist that we pay.
So I just want to re-cap a few items over the tenancy:
We moved in in January. One of the key fobs didn't work. So the inventory check didn't capture something as important as that, but you captured a hair in a drawer. I didn't make a big fuss, we just got it resolved.
Northwood also informed the Council that Andrew Green and Emilie Tao had moved into the property. My boyfriend's name is not Andrew Green. So again, happy to criticise a hair in a drawer, but couldn't get the name of the tenant correct? This was a bit of a pain to correct with the council tax. They got water and electricity meter reading wrong as well I had to be hold on call for hours to try to get them resolved! Such a pain!
There was dust under the sofa, and the windows weren't clean. The floor was sticky and although generally clean, I am sure there were hairs if one were to look. Perhaps they can provide a picture of under the sofa and the windows to see a before and after, including the insides of every drawer.
Soon after moving in we scanned our passports in the office, then we were contacted to come and scan our passports. I said we already have. Eventually Northwood accepted they already had our passport scans.
One of the employees (also I believe) turned up at the door and tried to get in. He said he was here to do a normal property check. I said that's fine, but not right now, because I was working from home. I just asked him to contact us in advance. He said he had contacted us in advance and wanted to come in. I said I didn't see any email. He said "he definitely had", again quite rudely essentially calling me a liar, so I asked did he receive a reply? He didn't answer. I then checked all my email and there was no email. I sent an email to Northwood and Mo to say this and to let me know about the next inspection. No apology, no proof of email from Northwood. Quite rude.
The elevator in our building was broken for approximately 3 months (could be longer now). We did raise this with Northwood, but didn't hear anything back. Why was nothing done?
So 1, 2, 4, and 5 are all Northwood Lettings or inventory clerk errors in the space of about 6 months.
Number 6 is actually the biggest issue for me. That was not only extremely inconvenient every day, it also cost us approximately £100 or more extra costs in moving because the delivery men had to go up and down 4 flights of stairs with each box which obviously takes longer. So given that you want to ask for extra money to clean a hair in a drawer or some minor dust under a sofa, I would like to know what compensation they will be providing for the fact that the lift didn't work for all those months? It is part of the service fee and is why we paid the rent we did. So we should receive some compensation for:
that service was not provided for months but was paid for in the rent
we had to pay extra for removal costs due to it.
Perhaps there should have been more focus into looking after the tenants and making less mistakes over the tenancy than there has been on this hair in the drawer or whatever else. I'd also like to add that the flat was clean when we vacated it, and if there is any hair anywhere, it may well have been from the inventory clerk, or perhaps someone else was in the property. Either way, we will refuse any deduction from deposit and raise a dispute unless we can reach satisfactory agreement.
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Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 90% | 96% | £95,000 | £220,000 |
| Lettings | 92% | 88% | £415 | £1,800 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 46 | 1 | 53 | 4 | 8 | 1 | 17 | 0 | 2 | 0 |
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Mar 26,2023
Mar 26,2023
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We are currently renting a flat from Northwood and we are very pleased with it. Big thanks to Sebastian for amazing and professional support....
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Mar 26,2023
Mar 26,2023
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We are currently renting a flat from Northwood and we are very pleased with it. Big thanks to Sebastian for amazing and professional support....
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Sep 11,2021
Sep 11,2021
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I received a distressing call from aNorthwood employee that was very rude in relation to the inventory check-out for Flat 151 Southside
, St John's Walk, B5 4TH.
Aside from the rude and unacceptable tone, the employee insisted that money would be taken from our deposit because ...
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Nov 12,2020
Nov 12,2020
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I am very pleased with this service that I used to book my first flat in Birmingham. A big thank you to Amy Brookes who from day one has been very professional, polite and helpful and answered all the queries I had regarding the flat ...
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Nov 11,2020
Nov 11,2020
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I have lived in many parts of the world, as well as in the UK, and always tried to avoid agents when it comes to housing, until I met the staff at Northwood, Birmingham.
From day one they have been more than helpful when dealing ...
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Oct 05,2020
Oct 05,2020
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Thank you Northwood for helping me to find a place to live!
The team was very helpful. They were professional and treated me with respect.
Viewing was completed on time. The property was exactly the same as per photos.
Secondly i moved into the property ...
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Feb 27,2020
Feb 27,2020
0
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I had been having an issue with the Communal Satelitte Dish, leaving me with know Sky TV signal. However, Laura from Northwood Birmingham was working in the backgroud & liaising with the Landlord to try & rectify this matter, which she did sucessfully....
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Feb 28, 2020
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Hi Diana,
Always happy to help. If you need any further assistance please contact our Northwood office and we are happy to assist you.
Many thanks
Laura Humpage ...
Feb 17,2020
Feb 17,2020
0
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Northwood are so lovely team and understanding and helpful.
For one year and six months they was in tuch with me and whe I nead help from them they did it so fast they could....
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Dec 19,2019
Dec 19,2019
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Great customer care, Northwood thoroughly looked after me throughout my tenancy. Would recommend and use them again when I look to move back to Birmingham....
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Dec 16,2019
Dec 16,2019
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Thank you Andrew, Laura and Nin for a fantastic experience as a tenant. You made the check out process easy and returned my deposit quickly. If I ever need to rent again you will be my first call. Thanks...
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Nov 01,2019
Nov 01,2019
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Northwood offers a pretty good support service. But for prospective renters, please understand that they will try to make excessive deductions from your deposit at the end of your tenancy.
In my case this included a £175 cleaning charge for an apartment that was basically spotless, ...
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Aug 27,2019
Aug 27,2019
1
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My tenancy finished 3 weeks ago and they withheld my deposit stating reasons such as a missing vacuum cleaner that was simply stored in a different location (told them this three times). They completely ghosted me ignoring multiple emails and telling me someone else will phone ...
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Jun 19,2019
Jun 19,2019
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Alison was extremely pleasant ,helpful and dedicated to her job and customer service. I felt so comfortable to communicate with her to ask my questions and she tried her best to answer all.
Big Thanks...
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May 02,2019
May 02,2019
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As a landlord who selected the "fully managed" option I expected a pain free service however it has been anything but. I accepted Northwood's recommendations for cleaning and maintenance work. The cleaning was done to a terrible standard with cobwebs, dust and dirt remaining on ...
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Comment on agent fees
Fees are expensive and the tenant signing on fee was never mentioned until after a tenant was found. Cleaning service poor value for money.
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Feb 04,2019
Feb 04,2019
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It was a pleasure to deal with everyone at Northwood Birmingham. We appreciated the timeliness of responses, service, and liaison with the landlord in resolving issues with the property. The fees were reasonable and complaint resolution was hassle free. We enjoyed our stay at the ...
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Comment on agent fees
Reasonable although a bit on the higher side compared to others.
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Nov 19,2018
Nov 19,2018
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After looking at prosective letting agents, Northwood was the only one that stood out as a letting agency that could find found tenants who would respect and look after our property.
Aaran in particular did not seem to mind being asked loads of questions. He ...
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Comment on agent fees
Agents fees are good
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Nov 02,2018
Nov 02,2018
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I just want to say a massive thank you to Northwood and in particular Allison for all the hard work you have done in assisting me with the purchase of my property in Birmingham.Your professionalism and constant availability by either phone or email has ...
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Comment on agent fees
Fantastic...
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Oct 30,2018
Oct 30,2018
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Found the right place Monday and moved in Saturday! Everything these guys do is A1. Client care is tough to find these days. So rest assured and look no further. Kudos to Aaran :o)...
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Comment on agent fees
A necessary evil, at least until the government move their arses. Northwood are no more than anyone else and I wouldn't dare risk it on private landlords without an Agent. No doubt when fees are removed, they'll be added on the Landlord and then the Tenants. So really we are talking about the need of Massive Housing Reform. Northwood obviously aren't responsible for that.
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Oct 31, 2018
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Hi John, thank you for your review!
We look forward to looking after you throughout the tenancy.
Have a lovely evening.
Aaran (Northwood Birmingham) ...
Oct 17,2018
Oct 17,2018
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I strongly recommend Aaran and Northwood without hesitation.
Polite, efficient and knowledgable. They are achieving returns in excess of my expectations.
I have used several other agents in Birmingham and Northwood are the best by a long way....
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Comment on agent fees
Very reasonable for the quality of service.
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Jun 12,2018
Jun 12,2018
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I had a very happy four years renting a property through Northwood. The staff are very approachable and polite, and I always found any transactions of renewals smooth and speedy, and they were always happy to explain anything I didn't understand or deal with any ...
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Comment on agent fees
I always find the fees on all agents very high, so I guess the Northwood fees are with the same range as all others in the area.
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Jun 09,2018
Jun 09,2018
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I moved to use Northdwood after just over a year using another agent.
From the start, Aaran and the team have been efficient and clear. Issues are dealt with proactively, while keeping me informed regularly - everything I would want from an agent managing my ...
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Comment on agent fees
Fees are in line with other letting agents, although service from Northwood is better.
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May 30,2018
May 30,2018
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Nin and the whole team at Northwood made my move in quick and efficient, even assisting with ordering a bed!! Friendly staff nothing too much trouble. Would recommend....
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Comment on agent fees
inclusive fees no hidden extras
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Mar 10,2018
Mar 10,2018
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I am extremely impressed with the service offered by Northwood. In short, 2 other letting agents were tasked with letting my property. With clear communication every step of the way, it was around 2 weeks before Aaron let my property!
He is curteous and very good at ...
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Feb 28,2018
Feb 28,2018
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I would recommend Northwoods to prospective landlords. The service is tailored to individual needs and I was treated in a polite and courteous way.
I liaised closely with Aaran Ryatt and would commend him on understanding my circumstances and finding a tenant for my property ...
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Feb 16,2018
Feb 16,2018
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I would like to thank Northwood for their expertise in both letting and selling my property. Allison carried out a professional service on the sale and completion of my property. Aaran Ryatt deals with my letting issues. Both of them are quick to respond, friendly ...
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Comment on agent fees
ok
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Jan 25,2018
Jan 25,2018
1
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We have had a very good experience in applying to and starting a new tenancy in Birmingham with Northwood. Chloe and Aaron were very reliable, available to all our requests, and everything looked clear transparent. We are very satisfied and we would highly recommend the ...
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Ok
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Jan 23,2018
Jan 23,2018
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I've recently let out my apartment with Northwood and have been extremely pleased with the level of service so far. From the initial introduction, to finding a tenant, to my first months rent received, Northwood have been incredibly clear and helpful with any fees, services ...
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Comment on agent fees
Good
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Jan 23,2018
Jan 23,2018
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Having had a handful of City Centre agents out to appraise my new BTL property, I was instantly drawn to Northwood's attention to detail and how their managed services would benefit my needs. Aaran was able to answer all my questions with confidence and had ...
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Good
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Jan 04,2018
Jan 04,2018
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Northwood has been very professional and efficient in helping us let out our apartment. They certainly lived up to their tag line so far, making us feel assured that they gave us their best attention at all times. We really appreciate their attention to detail ...
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Comment on agent fees
Reasonable
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Dec 14,2017
Dec 14,2017
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Allison and Nin carried out a professional service on the sale and completion of my property. Allison always kept me up to date with all the issues throughout the sale and was constantly pushing to get the sale completed in a timely fashion....
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Comment on agent fees
All fees were clearly noted and agreed before works commenced.
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No fees information available
Kindly note that legally, letting agents need to publish information about their tenancy fees, government-approved redress schemes and client money protection schemes on their website and on third party websites (on which agents are listed). For properties to lease/rent in England, agents need to keep this information up to date and precise on allAgents or specify within the property description.
Complaints Procedure
We have a standard procedure for handling complaints which is as follows:
1. Making an initial complaint
Each office is independently owned and operated and has a local Director who will be, in part or in whole, an owner of the branch. In the first instance your complaint should be directed in writing to the local Director. He or she has an honest and sincere desire to resolve your complaint as soon as possible and should respond within ten working days.
2. Making a formal complaint
If for whatever reason you remain dissatisfied then please contact us. At this point we will send you a complaint form to enable you to provide full written details of your complaint and copies of any supporting evidence. The Complaints Officer appointed will investigate and provide an independent review of your complaint.
Write to us
FAO The Complaints Officer
Northwood GB Limited
The Main Barn, Cams Hall Estate
Fareham, Hampshire
PO16 8UT
E-mail us
[email protected]
3. Receiving your complaint
We will acknowledge the receipt of your written complaint within three working days and explain our process for resolving it. Due to the independent nature of the investigation we regret that we can only respond in writing.
4. Resolving your complaint
We will then investigate your written complaint as soon as possible and write to you as soon as we have completed our investigation. This process should take 15 working days. In our letter (the final viewpoint letter) we will explain:
The outcome of our investigation
What we will do to put things right if we have made a mistake
5. Property Ombudsman Review
If you are still unhappy at this stage, you have the option to take your complaint to the Property Ombudsman within six months of the date of the final viewpoint letter. The Property Ombudsman will not investigate any complaint that has not followed the in-house complaints process. Further details of the Property Ombudsman are available at tpos.co.uk
Last updated at 2:22 PM 26/05/2017 by allAgents
1. Making an initial complaint
Each office is independently owned and operated and has a local Director who will be, in part or in whole, an owner of the branch. In the first instance your complaint should be directed in writing to the local Director. He or she has an honest and sincere desire to resolve your complaint as soon as possible and should respond within ten working days.
2. Making a formal complaint
If for whatever reason you remain dissatisfied then please contact us. At this point we will send you a complaint form to enable you to provide full written details of your complaint and copies of any supporting evidence. The Complaints Officer appointed will investigate and provide an independent review of your complaint.
Write to us
FAO The Complaints Officer
Northwood GB Limited
The Main Barn, Cams Hall Estate
Fareham, Hampshire
PO16 8UT
E-mail us
[email protected]
3. Receiving your complaint
We will acknowledge the receipt of your written complaint within three working days and explain our process for resolving it. Due to the independent nature of the investigation we regret that we can only respond in writing.
4. Resolving your complaint
We will then investigate your written complaint as soon as possible and write to you as soon as we have completed our investigation. This process should take 15 working days. In our letter (the final viewpoint letter) we will explain:
The outcome of our investigation
What we will do to put things right if we have made a mistake
5. Property Ombudsman Review
If you are still unhappy at this stage, you have the option to take your complaint to the Property Ombudsman within six months of the date of the final viewpoint letter. The Property Ombudsman will not investigate any complaint that has not followed the in-house complaints process. Further details of the Property Ombudsman are available at tpos.co.uk
