80% lettings valuation accuracy
79% lettings fee satisfaction
Aug 25,2014
Aug 25,2014
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AVOID AT ALL COSTS. THE MOST TERRIBLE AND INCOMPETENT LETTING AGENCY I HAVE EVER DEALT WITH.
With this review I intend to reveal the horrible experience that both I, my friends and our families experienced while we leased a flat 'managed' by Braemore (once known as Alba).
Having checked in, signed the contract and paid £2400 (rent and deposit) we discovered that the flat was in the following unacceptable condition:
Washing machine broken (door did not close), bath blocked, all dinning room chairs broken, fire door hinge broken, iron broken (failed test sticker on; but still there to be used); broken hoover, curtains unattached (on bed), second lock on front door not working, broken furniture stored in spare room, hole in blue sofa (springs exposed), hob on cooker not working, exposed pipes from boiler (also leaking), plugs missing from sinks and flat and windows extremely dirty.
Having just paid £2400 we found this ridiculous and refused to move in. However the staff were not helpful and did not answer phones or emails for two weeks. What little contact we managed to get from them they said all this was acceptable as it was a "student flat". They then shrugged us off and once again did not respond to any emails or messages.
In the end we had to take drastic action and with the help of family we all visited their office in Morningside (Edinburgh) and demanded action. After the staff refused to help we then refused to leave until we spoke to a senior manager (of which there were none based in the office or were available). Eventually Callum Macgregor (the Braemore director) came to the office and spoke to us. He agreed to sort the problem out and get us moved back in. He also agreed to give a refund of one months rent and a little compensation (turned out to be a £20 M&S voucher).
Overall it took it one month for the problems of the flat to be corrected and for us to move in. According to an invoice they provided (not revealing the contractor's name or any details) they claim these repairs and cleaning cost £900. You can view this cleaning invoice here: http://imgur.com/lkAQWjs
It is worth mentioning at this point that Braemore did not hold any spare keys to the property and that I had to give my keys to contractors in order for them to gain access.
Once we moved in our washing machine quickly broke down; flooding with water and never draining. An engineer responded and advised that it be replaced. This took 8 whole weeks! Meaning that we had to rely of friends, family and a laundrette to clean our clothes over this period. The delays being explained as 'pending the landlords approval'. Over this period Braemore never once contacted us; we had to contact them!
As you can expect we did not renew our lease and we gave around 6 months notice. Flat viewings were weekly and we were rarely given notice within 24 hours. Often these texts were sent just before or after their office closes.
We left the flat a little over a month a ago and were given the following "closing inspection report":
Page 1: http://imgur.com/Qj7n8vN
Page 2: http://imgur.com/NA02xim
We were shocked to discover that despite the property being left in an "overall...clean and tidy condition" (found in page 1) we were being charged £231.60 in cleaning costs.
You can see their inflated cleaning invoice here: http://imgur.com/EBrI6vO
We tried to contest these cleaning costs via phone and emails to both Callum Macgregor and Simon Simpson (property manager). Callum Macgregor did not respond and Simon Simpson felt the charges were justified.
£69 (inc. VAT) for cleaning clean windows?!?!? Here in Edinburgh it can be done for a quarter of the price (excluding VAT).
We accepted these charges via the deposit scheme as it would have taken months for the dispute to be resolved. We wanted to escape as quickly as possible.
In conclusion: AVOID BRAEMORE
With this review I intend to reveal the horrible experience that both I, my friends and our families experienced while we leased a flat 'managed' by Braemore (once known as Alba).
Having checked in, signed the contract and paid £2400 (rent and deposit) we discovered that the flat was in the following unacceptable condition:
Washing machine broken (door did not close), bath blocked, all dinning room chairs broken, fire door hinge broken, iron broken (failed test sticker on; but still there to be used); broken hoover, curtains unattached (on bed), second lock on front door not working, broken furniture stored in spare room, hole in blue sofa (springs exposed), hob on cooker not working, exposed pipes from boiler (also leaking), plugs missing from sinks and flat and windows extremely dirty.
Having just paid £2400 we found this ridiculous and refused to move in. However the staff were not helpful and did not answer phones or emails for two weeks. What little contact we managed to get from them they said all this was acceptable as it was a "student flat". They then shrugged us off and once again did not respond to any emails or messages.
In the end we had to take drastic action and with the help of family we all visited their office in Morningside (Edinburgh) and demanded action. After the staff refused to help we then refused to leave until we spoke to a senior manager (of which there were none based in the office or were available). Eventually Callum Macgregor (the Braemore director) came to the office and spoke to us. He agreed to sort the problem out and get us moved back in. He also agreed to give a refund of one months rent and a little compensation (turned out to be a £20 M&S voucher).
Overall it took it one month for the problems of the flat to be corrected and for us to move in. According to an invoice they provided (not revealing the contractor's name or any details) they claim these repairs and cleaning cost £900. You can view this cleaning invoice here: http://imgur.com/lkAQWjs
It is worth mentioning at this point that Braemore did not hold any spare keys to the property and that I had to give my keys to contractors in order for them to gain access.
Once we moved in our washing machine quickly broke down; flooding with water and never draining. An engineer responded and advised that it be replaced. This took 8 whole weeks! Meaning that we had to rely of friends, family and a laundrette to clean our clothes over this period. The delays being explained as 'pending the landlords approval'. Over this period Braemore never once contacted us; we had to contact them!
As you can expect we did not renew our lease and we gave around 6 months notice. Flat viewings were weekly and we were rarely given notice within 24 hours. Often these texts were sent just before or after their office closes.
We left the flat a little over a month a ago and were given the following "closing inspection report":
Page 1: http://imgur.com/Qj7n8vN
Page 2: http://imgur.com/NA02xim
We were shocked to discover that despite the property being left in an "overall...clean and tidy condition" (found in page 1) we were being charged £231.60 in cleaning costs.
You can see their inflated cleaning invoice here: http://imgur.com/EBrI6vO
We tried to contest these cleaning costs via phone and emails to both Callum Macgregor and Simon Simpson (property manager). Callum Macgregor did not respond and Simon Simpson felt the charges were justified.
£69 (inc. VAT) for cleaning clean windows?!?!? Here in Edinburgh it can be done for a quarter of the price (excluding VAT).
We accepted these charges via the deposit scheme as it would have taken months for the dispute to be resolved. We wanted to escape as quickly as possible.
In conclusion: AVOID BRAEMORE
What agent could do to change your mind?
Listened.Attached Filesnbsp;
Comment on agent fees
Charged excessive cleaning costs. Try to sell insurance before flat is viewed.Attachments
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Aug 26, 2014
Hello Callum,Nice of you to finally respond. Sad that that it takes a review, in sight of the public, to squeeze a response from you and the organisation.
As you well know that flat when me moved into was in an unacceptable condition. This was the condition in which our deposit was accepted on the 24th July 2013. The cleaning you mention was done two weeks after this date and before our delayed move in date of 20th August 2013.
The flat was left in a "overall...clean and tidy condition" yet you allow you contractors to charge £231 for an oven & bath clean, drawer dusting and windows cleaning. Excessive at best and highlights your lack of care towards tenants and their money.
Please also note that these contractors you mention "Lomond Maintenance LTD" are a parent company of Lomond Capital; the owners of Braemore. This conflict of interest would explain why you think the cleaning charges were justified.
You also say that the funds are paid out to these "contractors" however according our Tenancy Deposit Scheme account the amount being taken from our deposit is going to straight to the "Braemore" accounts; not Lomond.
Thank you once again for your response and good luck in the future; you will need it.
Aug 25, 2014
Dear Robert, thank you for taking the time to write a review. I understand your frustration at having funds retained from the deposit but I will repeat what was said to both Conor and Sally in other reviews. Whilst we agree and apologise wholeheartedly for the issues surrounding the property not being clean, or ready, for you to move into last year, the property was professionally cleaned for you before your delayed move in. Indeed I met with you all at the property where you confirmed that you were happy with the cleaning (and the other works we carried out). I think its reasonable to expect that you hand the property back to the same standard of cleanliness that it was when you moved in. Any funds retained have to be verified by the Tenancy Deposit Scheme who are an independent 3rd party. These funds are then paid out to the contractors who were required to carry out the work. I am sorry that we did not meet your expectations but would like to take this opportunity to thank you for your custom and wish you all the best in the future.
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Opening Hours
Address
Braemore Sales & Lettings
92 Morningside Road
Edinburgh
City of Edinburgh
EH10 4BY
01316246666
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Lettings | 80% | 79% | £275 | £3,000 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 129 | 23 | 340 | 84 | 68 | 0 | 12 | 0 | 24 | 5 |
Areas covered
- EH11
- EH10
- EH12
- EH9
- Morningside
- EH8
- Old Town
- EH7
- New Town
- EH6
- East Lothian
- EH5
- West Lothian
- EH4
- Mid Lothian
- EH3
- Fife
- EH2
- EH1
Services offered
- Sales
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- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
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Dec 22,2022
Dec 22,2022
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Braemore's cost of repairs are mouth-watering & they probably make more money than landlords. Braemore would not return keys on termination of tenancy as they tried to infer outstanding power bill was the landlord's responsibility. Braemore held the tenant's deposit, therefore this was nonsense. DO NOT ...
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Feb 24,2022
Feb 24,2022
1
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A complete shambles. One star is too many!
From a landlord's perspective I would advise avoiding at all costs. Terrible communication, poor administrative processes in place. Errors from them on HMO certification, informing landlord of impending tenant departure, and even passing rent on to landlord!
...
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Sep 30,2021
Sep 30,2021
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They were alright when living in the property just slow to respond and fix issues.
The worst part for me is that when I moved out and needed a reference they wanted to charge £24 for a reference letter. Can’t believe they get away with ...
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Sep 10,2021
Sep 10,2021
1
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AVOID AVOID AVOID AVOID AVOID
Braemore are the worst rental agency in Edinburgh.
They refuse to carry out repairs or any form of Maintenance at the properties they rent.
Due to lack of Maintenance and repair even after repeated emails and calls, I ended up ...
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Sep 01,2021
Sep 01,2021
1
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Avoid. From a tenants perspective, Braemore provides a miserable service with. extremely poor communication. Frequent mistakes made with no apology....
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Jul 09,2021
Jul 09,2021
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My experience with Braemore has been absolutely terrible! This agency is not worth the hassle and they really don't care about their tenants. Me and my flatmate experienced 2 weeks without hot water and no washing machine! Our property manager was absolutely useless when it came ...
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Jun 25,2021
Jun 25,2021
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Would give zero stars if I could. Terrible experience over a 5 year period. Had at least 4 different property managers, no one seemed to know any previous notes or emails, impossible to get answers from, never answered the phone. Had to chase parking company, electric company ...
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May 27,2021
May 27,2021
2
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Excellent service from Alex McKinlay and Donna Reape though they were dealing with owners who live abroad and were unable to visit Scotland due to the pandemic conditions. Both were easy to talk to and very efficient and always provided sound advice.
This was in ...
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May 11,2021
May 11,2021
3
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Anybody there?
I've come to Braemore by accident as my original agency was bought up by Braemore. And that's when the trouble started....
Information is only sporadically passed on. It's impossible to get hold of someone via phone. Emails are not answered, even when there ...
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May 18, 2021
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We have the exact same experience with Braemore. Its absolutely disgraceful and a NON existing customer service . I really don't understand it. We now stopped paying the rent , just to try to get some reaction from them , but even that does not seem to help . I have never experienced anything like it... ...
May 08,2021
May 08,2021
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I agree with all the shocking reviews. I was treated the same. I was with Alba fir years then back in 2019 the service was terrible.
When tenants left they were charging for cleaning and repairs which were not being carried out.
Check in reports were ...
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Mar 01,2021
Mar 01,2021
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As an overseas Landlord (at the other end of the world) it is great to have confidence that your agent is taking care of your property and tenant. I have found Michael to both responsive and considerate in reaching the high level of management I ...
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Reasonable for service being provided
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Feb 27,2021
Feb 27,2021
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My partner and I are currently securing a lease with Braemore and have thus far found the whole process to be simple and friendly.
I enquired about the property and within 24 hours, had two possible viewing dates. I met Paul Davis on site and was ...
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Dec 24,2020
Dec 24,2020
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We have a mouse infestation, and were told that because of the time of year, no pest control would be available until January. * told me that there is no such thing as emergency pest control, which I'm not sure is true. He also refuted that ...
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Nov 04,2020
Nov 04,2020
1
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Little adjustment of my original review left a year ago let's say...Now that tenancy experience is over I must share it with anyone interested to rent out with this agency. Even though this story may not come as a surprise to some of you ...
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Jun 13,2020
Jun 13,2020
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* incompetent and rude property manager who we paid to make our lives worse. Here is just a flavour of our experience:
- When moving in, we had an array of problems with the flat. We focused our attention on requesting that the broken table was ...
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May 29,2020
May 29,2020
3
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Braemore have let our property for many years efficiently and covered just what we needed at a competitive rate.
When it was time to sell they marketed the property excellently and managed the process in a timely manor....
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May 25,2020
May 25,2020
2
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Also had an appalling experience with this particular agency and property manager. Disgusted with the way he handled a significant problem at the beginning of the tenancy. Rude, passive aggressive tone for no reason at all; he won't take responsibility or help out - always ...
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Apr 30,2020
Apr 30,2020
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I have been letting my own home with Braemore for the past 12 years and in that time there have been no issues of concern - only 3 marketings and great tenants have been quickly found. The remarkable thing is that with Braemore Lettings - through their ...
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Apr 06,2020
Apr 06,2020
4
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Fergus was useless and rude. The worst property manager in my 7 years of renting. Do not go with Braemore if at all possible....
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Mar 30,2020
Mar 30,2020
0
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They may call themselves that but they couldn't let my flat for love nor money. Finally got rid of them and the new agent had a choice of two suitable tenants for me within one week. That was two and a half years ago and ...
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Mar 18,2020
Mar 18,2020
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Always has a prompt reply with solution .
Nothing a problem .
Easy to work with , a huge pleasure to have as my property manager.....
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Mar 17,2020
Mar 17,2020
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Always willing to assist , queries answered as soon as possible
nothing is to much trouble
If I email it is answered asap and my query is soon sorted
Thank you both...
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Mar 11,2020
Mar 11,2020
0
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I have been renting the flat for a few years. Always get help and support if needed. The flat manager very friendly and polite, good communication and they fix problems in a flat very quickly. Highly recommended....
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Mar 04,2020
Mar 04,2020
0
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My experience with Braemore was fantastic, I couldn't recommend their agency highly enough! Wonderful friendly & helpful staff, especially my property manager Alison McInnes, she was amazing. If there was such as thing as a 10 star rating here, they would get it!...
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Feb 29,2020
Feb 29,2020
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Lynne was extremely helpful and pleasant. Very clear and attentive sorted out everything for us with no waiting and no fuss...
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Feb 26,2020
Feb 26,2020
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Laura always got back to emails quickly and was informative, helpful and organised in helping me get my name on the tenancy. Thanks Laura....
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Jan 29,2020
Jan 29,2020
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Gill's service was awesome. She communicated effectively through email and was quick to respond to phone calls regarding any concerns. Gill was able to answer all questions and even asked fellow colleagues when questions were outside of her responsibility, making her an incredible problem-solver which ...
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Jan 19,2020
Jan 19,2020
0
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Professional, timely and efficient all while being pleasant and lovely. Highly recommend Lynne Moore, Helen McEwan and the Braemore Morningside letting team in finding your next family home....
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Jan 17,2020
Jan 17,2020
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Lynne Moore was very professional and efficient and responded very quickly to all emails. The whole letting process happened quickly and easily. I would definitely recommend Braemore Sales and Lettings....
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Jan 15,2020
Jan 15,2020
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Wow service,polite and efficient staff. Wonder and excellent timing. Right from the viewing through the tenancy process has being flawless because of the assistance provided by these staff. My family and I are sincerely grateful!!!...
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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
Braemore are committed to providing a professional service to all our landlords and tenants. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have a complaint, please put it in writing, including as much detail as possible.
If you have a complaint about our service, or about the service of a contractor or third party who we have instructed to provide goods or services in relation to a property owned by or occupied by you, please write down the details of your complaint and send it to:
Braemore, Orchard Brae House, Level 2, 30 Queensferry Road, Edinburgh, EH4 2HS or email:- [email protected], alternatively you can:
Fill in a complaints form
Braemore will respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
We will send you an email acknowledging receipt of your complaint within 3 working days of receiving it.
We will then investigate your complaint. This will normally be dealt with by the line manager who will review your file and speak to the member of staff who dealt with you. A formal written email outcome of our investigation will be sent to you within 15 working days of sending the acknowledgment email.
If at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
We will email you within 15 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
You may apply to the First-tier Tribunal for Scotland (Housing & Property Chamber) if we have breached the Scottish Letting Agent Code of Practice and you remain dissatisfied once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale. You can contact the Housing & Property Chamber at: -
4th floor, 1 Atlantic Quay, 45 Robertson Street, Glasgow, G2 8JB, Telephone: 0141 3025900. Details can be found at https://www.housingandpropertychamber.scot
Braemore is registered with the Scottish Letting Agent Register (registration number 22174) and is required to adhere to the Scottish Letting Agent Code of Practice which can be found at http://www.legislation.gov.uk/ssi/2016/133/schedule/made.
In accordance with the code we will retain (in electronic or paper form) all correspondence abut a complaint for five years.
Braemore is also a member of the Council of Letting Agents (www.counciloflettingagents.com) and you may invoke their complaints procedure if you remain dissatisfied once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale.
Braemore is a member of ARLA Propertymark (www.propertymark.co.uk) and you may invoke their complaints procedure if you remain dissatisfied once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale.
Braemore is also a member of The Property Ombudsman and you may request an independent review once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale.
You can contact The Property Ombudsman Ltd at:-
Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP, telephone: 01722 333 306. Details can be found at www.tpos.co.uk
Please note the following:- You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
Last updated at 2:09 PM 31/10/2017 by allAgents
If you have a complaint about our service, or about the service of a contractor or third party who we have instructed to provide goods or services in relation to a property owned by or occupied by you, please write down the details of your complaint and send it to:
Braemore, Orchard Brae House, Level 2, 30 Queensferry Road, Edinburgh, EH4 2HS or email:- [email protected], alternatively you can:
Fill in a complaints form
Braemore will respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
We will send you an email acknowledging receipt of your complaint within 3 working days of receiving it.
We will then investigate your complaint. This will normally be dealt with by the line manager who will review your file and speak to the member of staff who dealt with you. A formal written email outcome of our investigation will be sent to you within 15 working days of sending the acknowledgment email.
If at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
We will email you within 15 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
You may apply to the First-tier Tribunal for Scotland (Housing & Property Chamber) if we have breached the Scottish Letting Agent Code of Practice and you remain dissatisfied once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale. You can contact the Housing & Property Chamber at: -
4th floor, 1 Atlantic Quay, 45 Robertson Street, Glasgow, G2 8JB, Telephone: 0141 3025900. Details can be found at https://www.housingandpropertychamber.scot
Braemore is registered with the Scottish Letting Agent Register (registration number 22174) and is required to adhere to the Scottish Letting Agent Code of Practice which can be found at http://www.legislation.gov.uk/ssi/2016/133/schedule/made.
In accordance with the code we will retain (in electronic or paper form) all correspondence abut a complaint for five years.
Braemore is also a member of the Council of Letting Agents (www.counciloflettingagents.com) and you may invoke their complaints procedure if you remain dissatisfied once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale.
Braemore is a member of ARLA Propertymark (www.propertymark.co.uk) and you may invoke their complaints procedure if you remain dissatisfied once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale.
Braemore is also a member of The Property Ombudsman and you may request an independent review once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale.
You can contact The Property Ombudsman Ltd at:-
Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP, telephone: 01722 333 306. Details can be found at www.tpos.co.uk
Please note the following:- You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
There have been various pieces of private correspondence between your other flat mates and parents to date regarding this situation. These have all been carried out well before your review.
I think we can both agree that the property did require a clean after you had vacated and it was your responsibility to have it clean for vacating. I would assume that if you were unhappy with the cost of the clean that you have made a representation to the deposit scheme and they will then take a look as an independent 3rd party. If not, that would be your best course of action. If you have a look at the cost for this type of clean with other cleaning firms, you will see that they are in line with market costs.
Funds need to come to Braemore before we send them onto the contractors as we book the jobs. Hope that clears things up a bit.
Im sorry that you have vacated with these thoughts but I would like to wish you all the best in the future.
Many Thanks