82% sales valuation accuracy
100% sales fee satisfaction
89% lettings valuation accuracy
95% lettings fee satisfaction
Sep 10,2014
Sep 10,2014
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I tried to arrange a viewing with Umega Lettings. Here is a list of what is wrong with the way they handled my request:
- No follow up from my first attempt (I had to call back 6 hours later)
- Viewings during working hours (I have a full time job, and to remind them of the fact that I need a job to pay my rent)
- 2nd viewing booked in the middle of the afternoon at 2.30pm on the SAME DAY as my follow-up, effectively giving me a 4 hours notice (my clients would have be happy to have my meetings canceled at the last minute)
- I admit losing my cool in my reply (but I think my comment was fair - see screenshots), but being openly told that "We have students every day requesting properties, so we will have no problem with (finding students that can wait 'til mid-November)" is not good customer practice in my opinion.
The details are as follows:
The first viewing was not at a convenient time (4.30, but I have a full time job and had meetings on that afternoon). Fair enough, they said they would call back for the next one - they didn't. I therefore called 6 days later (10.15am) to check if the property was still available. I was told yes, but no viewings were planned yet. I would be called back when that happens. They did it about 10 minutes later, but I was not able to take the call as I was busy (remember, I have a full time job).
They therefore sent me a text asking if I could attend a viewing on the day, in the middle of the afternoon at 2.30, effectively giving me 4 hours notice. I said that, because I have a job, I can't attend and reminded them of my availability from 5pm, maybe 4.30pm on weekdays. Their reply was "(this) is an open viewing so other people are attending. Please call back next week to see if we have booked in another viewing".
As you might understand, I have other fish to fry than doing THEIR job in finding a convenient time for me. I therefore replied to the text reminding them of the situation and how this is the second time it is happening. Being a tad frustrated with the situation and not being listened to, I ended my message by "Good luck finding students who can wait 'til mid-November".
The reply was something in the lines of "it's not our fault if you are busy and can't pick up your phone. You can also have someone attend the viewing for you. And we won't have trouble finding students for that property" (yeah, right, like my friends don't work either, also I am the one who is going to live there, so it seems fair that I see the property with my own eyes - see screenshots for exact text).
Very unimpressed by the service that is meant to be provided here. Will not deal with Umega again.
- No follow up from my first attempt (I had to call back 6 hours later)
- Viewings during working hours (I have a full time job, and to remind them of the fact that I need a job to pay my rent)
- 2nd viewing booked in the middle of the afternoon at 2.30pm on the SAME DAY as my follow-up, effectively giving me a 4 hours notice (my clients would have be happy to have my meetings canceled at the last minute)
- I admit losing my cool in my reply (but I think my comment was fair - see screenshots), but being openly told that "We have students every day requesting properties, so we will have no problem with (finding students that can wait 'til mid-November)" is not good customer practice in my opinion.
The details are as follows:
The first viewing was not at a convenient time (4.30, but I have a full time job and had meetings on that afternoon). Fair enough, they said they would call back for the next one - they didn't. I therefore called 6 days later (10.15am) to check if the property was still available. I was told yes, but no viewings were planned yet. I would be called back when that happens. They did it about 10 minutes later, but I was not able to take the call as I was busy (remember, I have a full time job).
They therefore sent me a text asking if I could attend a viewing on the day, in the middle of the afternoon at 2.30, effectively giving me 4 hours notice. I said that, because I have a job, I can't attend and reminded them of my availability from 5pm, maybe 4.30pm on weekdays. Their reply was "(this) is an open viewing so other people are attending. Please call back next week to see if we have booked in another viewing".
As you might understand, I have other fish to fry than doing THEIR job in finding a convenient time for me. I therefore replied to the text reminding them of the situation and how this is the second time it is happening. Being a tad frustrated with the situation and not being listened to, I ended my message by "Good luck finding students who can wait 'til mid-November".
The reply was something in the lines of "it's not our fault if you are busy and can't pick up your phone. You can also have someone attend the viewing for you. And we won't have trouble finding students for that property" (yeah, right, like my friends don't work either, also I am the one who is going to live there, so it seems fair that I see the property with my own eyes - see screenshots for exact text).
Very unimpressed by the service that is meant to be provided here. Will not deal with Umega again.
What agent could do to change your mind?
Offer better customer service, especially for prospective tenants, actually write down requirements and not make an appointment for the same day, within the next 4 hours, in the middle of a working day afternoon (booking unilaterally made after my phone call). I understand the economical and convenience reason for group viewings, but other letting agencies in Edinburgh manage it properly (e.g. Southside) and can suit professionals.Attached Filesnbsp;
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Latest Reviews
22nd Oct 2024
reviewed by 'JOSE'
22nd Jul 2022
reviewed by 'Lucy'
20th May 2022
reviewed by 'Andrew Brown'
26th Feb 2022
reviewed by 'Martyna'
Opening Hours
Address
Umega
10 Lister Square
Edinburgh
City of Edinburgh
EH3 9GL
0131 221 0888
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 82% | 100% | £140,000 | £270,000 |
| Lettings | 89% | 95% | £390 | £2,400 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 119 | 3 | 170 | 8 | 0 | 0 | 1 | 0 | 16 | 1 |
Areas covered
- EH3
- Edinburgh
- EH7
- Lothians
- EH1
- EH8
- EH4
- EH9
- EH5
- EH10
- EH6
- EH11
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Oct 22,2024
Oct 22,2024
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My experience with Umega has been one of the worst; some examples of what happened are:
- Bathroom floor was not replaced after two months of reporting an issue; property manager (Olga) claimed that works were not done considering the tenancy was about to end. ...
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Nov 01, 2024
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Thank you for your feedback, Fermin. We’re sorry to hear that your experience with us fell short of your expectations and want to address the concerns you’ve raised.
Regarding the bathroom floor and balcony door repairs, it’s clear that our approach didn’t meet your needs, especially around communication and ensuring your preferences were respected. It’s our priority to keep our properties in good condition, and we regret that these issues weren’t resolved within your preferred time ...
Jul 22,2022
Jul 22,2022
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I have let my flat out through Umega for 3 years and they have been fantastic. They make everything so easy and are helpful and responsive. I also get the impression they treat tenants well as they are quick to organise and let me know about ...
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May 20,2022
May 20,2022
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Relationship manager was a complete idiot. Scammed out of a large chunk of deposit. Was minor cleaning issues and they hired a company which charged us £200....
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May 20, 2022
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Hi Andrew. While we're sorry to hear that you've been frustrated by the end of tenancy process, we don't think it's appropriate to name-call. If you'd like to discuss your complaint further we'll be more than happy to have a conversation about things, please feel free to reach out. ...
Feb 26,2022
Feb 26,2022
1
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I have Terrible experience with Umega Lettings.
I’ve been renting property for over 3 years- nothing was done in the property, then they said I’ve 1month notice… so I’ve been waited a month to give them notice and they apologised saying…sorry it’...
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Jul 06,2021
Jul 06,2021
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Umega have managed my property for several years, latterly through very difficult circumstances.
William has been so helpful and knowledgeable about anything and everything I needed.
Communication is always clear, timely and relevant. His advice has been extremely professional and helpful at all times.
William ...
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May 24,2021
May 24,2021
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Extremely efficient, friendly and professional service. Both Emma & Maryanne were helpful, responded quickly and were supportive throughout the whole process. Would definitely recommend....
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Dec 14,2020
Dec 14,2020
0
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Umega services have been appalling. Our property manager was ordering heaters and a hot water tap from the comfort of his office online. This was after leaving my family without heating or hot water for days. My husband had to run out and buy the ...
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Dec 31, 2020
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Hello again Sandra,
If you would like to send a formal complaint listing any and all concerns then we will be very happy to address these in full as opposed to back and forth via these comments. In the first instance, please address your complaint to Nikki Moore (Department Manager - Relationship Management) and we can follow this through our complaints process.
Kind regards,
Danielle ...
Sep 21,2020
Sep 21,2020
0
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Lucy is fast, responsive in providing answers / information to my request. She follow-up closely to find new tenant(s) / replacement....
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Sep 07,2020
Sep 07,2020
0
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Excellent and professional service. Claire was extremely reliable and a good communicator in getting my property on the market and rented. Thank you....
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Aug 28,2020
Aug 28,2020
0
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This was our first time letting out a property and the experience has had been much smoother than anticipated, especially having to sort it all out during Covid. We worked with Claire Smith who has been very helpful and quick to respond to any emails ...
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Aug 20,2020
Aug 20,2020
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As a tenant, my experience of letting agents was always poor. They seemed to do very little, and charge you a lot. So when I became a landlord myself, I did not have high hopes for any letting agency.
Indeed, when I asked around in ...
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Aug 13,2020
Aug 13,2020
0
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Thanks to the Upod 3 team, especially Caroline, and to Emily for their helpful and professional approach in the last few months to manage arrangements: (i) with tenants who, understandably, chose to leave the property at short notice, (ii) to check the property and undertake some ...
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Aug 04,2020
Aug 04,2020
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I have just moved my flat over from Airbnb to Umega Lettings. Claire Smith led the transfer and couldn't have made it easier for me. Between her and the wider team they never missed a beat and I can recommend them highly enough.
Thank you ...
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Jul 27,2020
Jul 27,2020
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Umega Pod 2 aka Simon, Ben and Georgia make my landlord life easy!!!! This team are so on the ball, I feel very relaxed that they are managing my properties well and efficiently. As importantly, they are always courteous and professional which I very much appreciate. ...
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Jul 27, 2020
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Thank you Hazel - I'm so delighted to hear you're still happy with how everything is going a couple of years down the line. I'll be sure to pass on your lovely comments to the tremendous trio! ...
Mar 12,2020
Mar 12,2020
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Service from Simon Douglas was impeccable. In matchable. Very on the ball. Catered to your needs. Was very reassuring and understanding and is a huge asset to your company....
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Mar 03,2020
Mar 03,2020
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Flat letting is so easy with Umega - another new set of tenants and Rebecca kept me informed at all times and made brilliant suggestions for getting folk through the door to see the flat. Umega treat me as a person, not just another landlord ...
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Jan 24,2020
Jan 24,2020
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Rebecca has been top drawer. From the initial enquiry, right through the process she has been outstanding. Clear and concise she has made us feel part of the family....
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Dec 24,2019
Dec 24,2019
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Umega letting took over the servicing for a property im currently renting. I just want to say Erin and Nikki have been fantastic from the start. Any questions I have or concerns they have always responded to me and got the matter fixed urgently. I ...
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Dec 18,2019
Dec 18,2019
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Our property manager Caroline was absolutely lovely - she popped round to introduce herself and came over once a year to check the place out. Whilst this was nominally an "inspection" I honestly felt it was more about advocating for us and what could be ...
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Sep 11,2019
Sep 11,2019
0
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First class service................again!
Once again all the staff at Umega have shown why it pays to use them. Knowledge, professionalism, attention to detail and a truly personal service makes it so simple to let out a property. The truth is that it feels like ...
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Sep 05,2019
Sep 05,2019
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Excellent service from Claire and Emily, the whole process of marketing the flat and finding tenants was smooth and free of stress....
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Jul 04,2019
Jul 04,2019
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We are very pleased with the services from Umega ever since they took on our properties in quarter mile in Edinburgh. Both Isla and Erin are excellent in communication and responsive to any of our requests or enquires. Emily Hazlitt did a fantastic job in ...
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Jul 04,2019
Jul 04,2019
1
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Having been let down many times in the past by letting agents i tried Umega following a recommendation. My expectations were low but they smashed them out the park! I don't usually write reviews but could not recommend them more highly. One of my properties ...
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Comment on agent fees
Good
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Jun 19,2019
Jun 19,2019
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When I have arrived in Edinburgh, Umega Agents were really friendly and professional, they helped me be to be settled in this city. Now, I have to leave this amazing country for professional reason and i have to leave my lovely flat. Simon has really ...
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Jun 12,2019
Jun 12,2019
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As landlords we continue to receive consistently good and professional support from Umega, particularly our PM Callum notwithstanding challenges which have arisen....
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Comment on agent fees
Agent's fees are fine
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Jun 06,2019
Jun 06,2019
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My second year experience with Umega Letting is fantastic! All team members are very professional and friendly. During my tenancy, Erin and Isla are very helpful and responsible. All my queries are solved effectively. I would not hesitate to recommend Umega Letting to all others ...
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Comment on agent fees
Good.
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Jun 06, 2019
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Thank you Songbo! We are SO happy to hear that you enjoy renting with us. Isla and Erin are a wee dream team :) ...
May 28,2019
May 28,2019
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A superb, professional outfit that specialise in Lettings. I have been impressed from day one with Andy and the team at Umega. They are professional, efficient and experts in their field but also manage to be friendly and personable - a great combination and a ...
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Comment on agent fees
Fees are the standard for the industry.
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May 28, 2019
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Thank you so much! We love that you've enjoyed our combination of professional and personable, that really means a lot :) ...
May 09,2019
May 09,2019
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I have to say the service from Mohammad has been excellent. From the minute I stepped into Umega Lettings Mohammad looked after me, explained and guided me through the process of renting out my property. Is always on hand to a answer any questions. I ...
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May 10, 2019
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Thanks so much Saj, I'll make sure Mo hears your lovely comments! I'm certain you'll enjoy working with the rest of our team as much as you've enjoyed working with Mo :) ...
May 02,2019
May 02,2019
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Was a very pleasant and smooth experience from remotely viewing the property via Skype (I am moving back to Scotland from Denmark) to finalizing the contracts. Emily was always on hand via email to answer any questions I had and was a real pleasure to ...
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May 02, 2019
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This is great to hear Alan! I'm glad you enjoyed your Skype viewing...it's never easy relocating from another country! Emily will be thrilled with your feedback too - thanks very much :) ...
Apr 15,2019
Apr 15,2019
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As a landlord, I can recommend the Umega team. Friendly and efficient service from start to finish.
Steve was a huge help in getting my property ready and marketed in the beginning and both Isla and Erin have done a great job of managing the ...
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Comment on agent fees
Reasonable and clearly displayed on the monthly statements
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Apr 15, 2019
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Thanks so much Paul! Steve, Isla & Erin will be so chuffed to hear you've been singing their praises :) ...
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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
Umega Lettings and Estate Agents aims to deliver an outstanding service to both landlords and tenants and we adhere to high professional standards, acting with integrity at all times. However, if you have a complaint this should be made, in writing to your property manager. If the matter is not brought to a satisfactory conclusion with 5 working days a formal complaint can be made, in writing, to our Head of Office who will investigate the issue and respond within 5 working days. If a customer is still not satisfied they are encouraged to contact either the Association of Residential Letting Agents (ARLA) the National Association of Estate Agents (NAEA) and The Property Ombudsman who may investigate the complaint on our customer's behalf.
Last updated at 4:52 PM 22/02/2022 by Andy Whitmey
Best Letting Agent in EH3 
