“Complaint heading to Ombusdmen...”
1 Star Review
Apr 04,2024
By:
'Kirsty'
Apr 04,2024
Branch: Peterborough, 7-9 Cowgate
Services: Lettings (as a Tenant)
Rent PCM: £1350
Would you recommend?: No
Postcode: PE1
Branch: Peterborough, 7-9 Cowgate
Lettings (as a Tenant)
Rent PCM: £1350
Postcode: PE1
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ALL PHOTOS ATTACHED ARE FROM THE INVENTORY AND THE DAY WE MOVED INTO THE PROPERTY!
Rented recently with William H Brown - Peterborough branch. Moved in to a property with the conditions bathroom would be replaced within the first week or at most 2 or tenancy starting, windows fixed as some wouldn’t shut amoungst SEVERAL other problems. On moving day, the previous tenant had left SEVERAL broken items in the garden and upon complaining sent a contractor out to remove all the items. Unfortunately he was unable to empty the bin that was left full in the garden with the wrong waste type. The built in fridge doors weren’t attached any longer to the actual fridge so I had to repair this myself.
The bathroom wasn’t done for over a month after several emails and calls pushing for it to be done. I have a very young child and stressed the importance of having this done repeatedly without success. The typical response was ‘the agent you were dealing with has left and we aren’t aware as we can’t find confirmations that we’re made for this to be done quickly’. They found it perfectly acceptable to be charging us £1350 a month on a house we couldn’t use the bathroom in and couldn’t close windows! The window in her room was one of the windows that would not close so i repeatedly chased this to be done. This was only rectified the same week I moved out when the house was all packed up 6 MONTHS later. 6 months of not being able to close the window in my little girls room, through the coldest months of the year! When a contractor did come the week I moved out, I was not notified that he was coming with a key which I had to supply on a previous occasion because they couldn’t find the one they had, so I returned home one day to find out that they had been at the house. They requested to do a gas safety check which I confirmed, which I a few days later found out wasn’t a gas check but was a general check up on the house. The following week, a man knocked on my door when I was working from home. I answered unaware who it was and he said he was there to do the safety check for the house - I was confused as I thought it was already done and he said the branch had told him I had confirmed it all the day before and had given my house key to him! So he would have let himself in if not. He advised it has happened on MANY occasions with William H Brown. The bathroom floor was exposed and pulled up in an area it shouldn’t have been upon ‘repairs’ and I was told this would also be sorted quickly. It was never sorted.
Since moving out, they are now taken deductions from the deposit we placed for ‘missing items’ - the ones that were left broken in the garden that they sent a contractor out to remove the day we moved in!!!!!! They are also taking 1 day rent arrears at nearly £50 despite me sending proof there is no arrears including the final rent payment request and the receipt attached. They said in response maybe it was calculated wrong but it wasn’t and I have everything to show this. They are also charging for ‘cleaning’ - when we moved into the property it was absolutely filthy and I sent photos and a complaint and was apologised to by the office. I then paid to have the house cleaned myself and upon leaving the house was again professionally cleaned and in immaculate condition given the state of how we moved into it!! Which is evident from the photos attached, that they felt it acceptable for us to move into with a 2 year old child. They’ve also made a reduction for ‘cleaning’ - I received an email from the office 2 weeks before leaving following them doing viewings for a new tenant thanking me for looking after the house and stating that it was in great condition.
There was other agreements put in place at the start of the tenancy like a carpet change in one of the bedrooms that was left with burn marks by the previous tenant that was never done, the sink in the kitchen was sunk down the wall exposing all damp interior that was never sorted despite complaints and agreements and to top it off a front door completely scratched that was agreed to be painted that was never done.
Agents don’t reply for days/weeks at a time - in the 6 months renting with them they had 3 different members of staff leave the office and on the rare occasions contractors were sent out, I was notified the day they were coming or not at all.
Emailed all of this to WHBrown and reply I got was - sorry but I’ve sent the paperwork now to confirm charges and it can’t be undone! - Not even addressing any of the complaint. Could not have been a more stressful experience. Absolutely awful and I am now taking complaints further outside of the agency, having a log of all complaints etc made throughout the tenancy without rectification. No mother should have to house her child in such a situation and the agency have shown no sign of accepting the awful mistakes made throughout my tenancy.
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