100% sales valuation accuracy
100% sales fee satisfaction
94% lettings valuation accuracy
88% lettings fee satisfaction
Oct 02,2014
Oct 02,2014
22
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GOOD:
+ Found us a place to live quickly
+ Got our deposit back in full
+ Found us a relatively cheap property for the area
BAD:
- communication very poor, with emails ignored and phone calls never returned - particularly maintenance dept.
- fees extremely high for service delivered
- state of accommodation upon moving in frankly shocking
- repairs performed extremely late, if at all, and usually poorly
- not enough enforcement of landlord's adherence to tenancy agreement
As an overall summary, I would say that Allen Goldstein (AG) is the worst estate agency I have encountered - though as a caveat I have only been a tenant with two - with standards that fell well below my expectations of not only a premium estate agent service (which I assume it is, as we were charged around £500 each in fees, compared to £80 at the other agency) but of any professional company. The house was in a state of disrepair and filth when we moved in, communications were regularly ignored or waved aside, and some of the employees were downright rude - on one occasion I was even lied to. On at least three occasions, the landlord appeared at the house without giving 24 hours' notice; I realise this may be his fault and not AG's, but they ought to enforce the tenancy agreement. On the positive side, our first contact (when they wanted our money) was efficient, and after a minor disagreement over cleaning which was quickly resolved, we got our deposit back in full and swiftly, and the accounts manager in charge of this was always polite and quick to respond.
Our very first impressions when we walked in the door on day one looking for accommodation in Camden were positive: we were greeted by the branch manager warmly and promptly, and within a week we had been given a range of possible properties, although only one was within our price range (this because we had chosen a relatively expensive area in which to live and we didn't have a great deal of money). We were able to view this property only a few days later.
I myself lived in a different city at the time, and beyond one weekend in which I and another future tenant went round estate agents, I wasn't part of the process in person. This was left to the tenant who lived in London. I mention this because if I had been the one to look at the flat, there is no way I would have accepted it without some serious promises in writing to improve the place. It was extremely dirty (there was actually a bucket of vomit in the bathroom), had a broken window, and full of assorted junk such as an engine, a plant sprayer, and lots of dirty linen. My housemate was assured verbally that this would be sorted before we were to move in to the property. None of it was.
So, I was unpleasantly surprised when I moved in to find the flat in a practically unlivable state. In addition to the problems my housemate had spotted during the viewing, we also found that there were missing curtains, an extremely stained and dirty bathroom, and the boiler did not work. There was hot water available only by turning on the electric-powered emergency heater, and no central heating. There was no gas safety certificate (a legal requirement), no information on utility providers so that we could take over payment, and the front door of the flat did not lock. The sealant around the bath was full of holes, and water was therefore leaking into the flat downstairs; the man who lived there informed us that this had been happening for months and had not been resolved.
I contacted the maintenance department at AG by email the same day to let them know about these problems. Three days later, we received an email in reply and organised that someone would come round at 7pm that same day. They did not show up. It took a few weeks for some of these problems to be fixed (chiefly the door and window, and removal of some of the junk) but many remained unresolved. We spent the entire time having to use the emergency boiler, turning it on for half an hour if we wanted to use hot water, and without central heating. Luckily, the flat was poorly insulated and surrounded by flats inhabited by elderly people, so we did not get cold. With regards to the cleaning, we were assured that as the flat had been filthy when we moved in, we would not need to clean before moving out.
This story of slow response to problems when raised, slow fixing of problems, and some problems never being resolved persisted. When the cold water supply broke and we had no cold water in the bathroom and toilet, I tried for weeks to get the estate agent and landlord to fix it, and in the end had to resort to threatening to pay for a plumber ourselves and taking it out of the rent. This was then fixed rather promptly. However, other problems, such as the bathroom light breaking, and the washing machine breaking, did not ever get fixed, and so we were without these for at least four months (until the end of the tenancy). On occasions where problems were resolved, such as the tiling in the bathroom that fell off when I leant on it, they were often resolved poorly - in the case of the tiling, large quantities of cement and sealant were left stuck to the bath, along with a number of unsightly stains. In the end, after multiple emails ignored and my phone calls to the maintenance department being rebuffed with "He's not in; he'll call you back" (which he never did), we had decided to be resigned to the broken things in the house and just live with them.
Another inefficiency of AG became apparent to me, although it did not affect me directly, towards the end of the tenancy. I was informed by email that a prospective tenant wanted to view the flat in the next few days; would anyone be in during the day? I replied that as all of us worked, nobody would be in during the day, so AG would have to let themselves in - and could I be given an exact time when they were coming? I wasn't, until an email came through two days later at 10 am saying that there would be a viewing at 10.30, but they had discovered they did not possess a copy of the keys, and therefore would anyone be in? I replied that no, we were all at work. I did not then hear anything more about visits, and so I assume that the prospective tenants were rightly put off by an estate agent that is so inefficient it doesn't realise it doesn't have a copy of the keys until half an hour before the viewing.
As the time for us to move out approached, I visited the branch to discuss ending the tenancy, and what we would need to do to ensure our deposit was returned. The branch manager - the same man who had been our first point of contact - did apologise about the lack of fixing problems (and offered to talk to maintenance, but as he'd done so before and nothing had happened I told him not to bother) and assured me that due to the issues with the flat, we would not be held responsible for broken appliances and cleaning - all they wanted was proof we'd settled all our utility accounts, and they'd release the deposit.
So, after we moved out, I emailed him this proof - and got no response. I tried calling a few times and asking to speak to him, but I was told each time he was not in the office that day, or in the office but out of it at present, and he would call me back. He did not. Eventually I was told that if I wanted to get the deposit, we needed to speak to head of accounts. When I emailed her, I told her that we'd given the manager all the proof - and she told me he was on holiday. This was the exact same day I'd been told by someone else on the phone that he was in that day, but out at present. Either they were so hopeless they couldn't keep track of their own employees, or someone was lying to me. I had to resend the emails with proof to the accounts manager, who duly accepted them, and a couple of days later I was told that we would have our deposit repaid - minus a charge for cleaning of £119.99. I was rather annoyed by this, and so I explained the situation and included the email I'd sent right at the beginning detailing the state of the flat. The cleaning charge was instantly waived - which makes me think that really they knew we shouldn't pay and were just trying their luck - and we got our deposit back.
I must say, however, that the accounts manager was always polite and helpful, and we went from initial contact to the deposit arriving in my account within a week, so I have no complaints about her. I suggest she go and work for another company.
In conclusion, I found almost all my dealings with AG to be thoroughly frustrating, and as a company to be expensive and inefficient, some members of staff excluded. It may be the case that many of these issues are also the fault of the landlord, but I believe that the role of an estate agency is to keep both tenants and landlords in line, so some culpability for that must sit with AG. I would heartily discourage anyone from renting through AG, and indeed when I have seen people looking at properties advertised in their window, have given an overview of the poor service available and thus hopefully prevented some customers from having the experience we did.
+ Found us a place to live quickly
+ Got our deposit back in full
+ Found us a relatively cheap property for the area
BAD:
- communication very poor, with emails ignored and phone calls never returned - particularly maintenance dept.
- fees extremely high for service delivered
- state of accommodation upon moving in frankly shocking
- repairs performed extremely late, if at all, and usually poorly
- not enough enforcement of landlord's adherence to tenancy agreement
As an overall summary, I would say that Allen Goldstein (AG) is the worst estate agency I have encountered - though as a caveat I have only been a tenant with two - with standards that fell well below my expectations of not only a premium estate agent service (which I assume it is, as we were charged around £500 each in fees, compared to £80 at the other agency) but of any professional company. The house was in a state of disrepair and filth when we moved in, communications were regularly ignored or waved aside, and some of the employees were downright rude - on one occasion I was even lied to. On at least three occasions, the landlord appeared at the house without giving 24 hours' notice; I realise this may be his fault and not AG's, but they ought to enforce the tenancy agreement. On the positive side, our first contact (when they wanted our money) was efficient, and after a minor disagreement over cleaning which was quickly resolved, we got our deposit back in full and swiftly, and the accounts manager in charge of this was always polite and quick to respond.
Our very first impressions when we walked in the door on day one looking for accommodation in Camden were positive: we were greeted by the branch manager warmly and promptly, and within a week we had been given a range of possible properties, although only one was within our price range (this because we had chosen a relatively expensive area in which to live and we didn't have a great deal of money). We were able to view this property only a few days later.
I myself lived in a different city at the time, and beyond one weekend in which I and another future tenant went round estate agents, I wasn't part of the process in person. This was left to the tenant who lived in London. I mention this because if I had been the one to look at the flat, there is no way I would have accepted it without some serious promises in writing to improve the place. It was extremely dirty (there was actually a bucket of vomit in the bathroom), had a broken window, and full of assorted junk such as an engine, a plant sprayer, and lots of dirty linen. My housemate was assured verbally that this would be sorted before we were to move in to the property. None of it was.
So, I was unpleasantly surprised when I moved in to find the flat in a practically unlivable state. In addition to the problems my housemate had spotted during the viewing, we also found that there were missing curtains, an extremely stained and dirty bathroom, and the boiler did not work. There was hot water available only by turning on the electric-powered emergency heater, and no central heating. There was no gas safety certificate (a legal requirement), no information on utility providers so that we could take over payment, and the front door of the flat did not lock. The sealant around the bath was full of holes, and water was therefore leaking into the flat downstairs; the man who lived there informed us that this had been happening for months and had not been resolved.
I contacted the maintenance department at AG by email the same day to let them know about these problems. Three days later, we received an email in reply and organised that someone would come round at 7pm that same day. They did not show up. It took a few weeks for some of these problems to be fixed (chiefly the door and window, and removal of some of the junk) but many remained unresolved. We spent the entire time having to use the emergency boiler, turning it on for half an hour if we wanted to use hot water, and without central heating. Luckily, the flat was poorly insulated and surrounded by flats inhabited by elderly people, so we did not get cold. With regards to the cleaning, we were assured that as the flat had been filthy when we moved in, we would not need to clean before moving out.
This story of slow response to problems when raised, slow fixing of problems, and some problems never being resolved persisted. When the cold water supply broke and we had no cold water in the bathroom and toilet, I tried for weeks to get the estate agent and landlord to fix it, and in the end had to resort to threatening to pay for a plumber ourselves and taking it out of the rent. This was then fixed rather promptly. However, other problems, such as the bathroom light breaking, and the washing machine breaking, did not ever get fixed, and so we were without these for at least four months (until the end of the tenancy). On occasions where problems were resolved, such as the tiling in the bathroom that fell off when I leant on it, they were often resolved poorly - in the case of the tiling, large quantities of cement and sealant were left stuck to the bath, along with a number of unsightly stains. In the end, after multiple emails ignored and my phone calls to the maintenance department being rebuffed with "He's not in; he'll call you back" (which he never did), we had decided to be resigned to the broken things in the house and just live with them.
Another inefficiency of AG became apparent to me, although it did not affect me directly, towards the end of the tenancy. I was informed by email that a prospective tenant wanted to view the flat in the next few days; would anyone be in during the day? I replied that as all of us worked, nobody would be in during the day, so AG would have to let themselves in - and could I be given an exact time when they were coming? I wasn't, until an email came through two days later at 10 am saying that there would be a viewing at 10.30, but they had discovered they did not possess a copy of the keys, and therefore would anyone be in? I replied that no, we were all at work. I did not then hear anything more about visits, and so I assume that the prospective tenants were rightly put off by an estate agent that is so inefficient it doesn't realise it doesn't have a copy of the keys until half an hour before the viewing.
As the time for us to move out approached, I visited the branch to discuss ending the tenancy, and what we would need to do to ensure our deposit was returned. The branch manager - the same man who had been our first point of contact - did apologise about the lack of fixing problems (and offered to talk to maintenance, but as he'd done so before and nothing had happened I told him not to bother) and assured me that due to the issues with the flat, we would not be held responsible for broken appliances and cleaning - all they wanted was proof we'd settled all our utility accounts, and they'd release the deposit.
So, after we moved out, I emailed him this proof - and got no response. I tried calling a few times and asking to speak to him, but I was told each time he was not in the office that day, or in the office but out of it at present, and he would call me back. He did not. Eventually I was told that if I wanted to get the deposit, we needed to speak to head of accounts. When I emailed her, I told her that we'd given the manager all the proof - and she told me he was on holiday. This was the exact same day I'd been told by someone else on the phone that he was in that day, but out at present. Either they were so hopeless they couldn't keep track of their own employees, or someone was lying to me. I had to resend the emails with proof to the accounts manager, who duly accepted them, and a couple of days later I was told that we would have our deposit repaid - minus a charge for cleaning of £119.99. I was rather annoyed by this, and so I explained the situation and included the email I'd sent right at the beginning detailing the state of the flat. The cleaning charge was instantly waived - which makes me think that really they knew we shouldn't pay and were just trying their luck - and we got our deposit back.
I must say, however, that the accounts manager was always polite and helpful, and we went from initial contact to the deposit arriving in my account within a week, so I have no complaints about her. I suggest she go and work for another company.
In conclusion, I found almost all my dealings with AG to be thoroughly frustrating, and as a company to be expensive and inefficient, some members of staff excluded. It may be the case that many of these issues are also the fault of the landlord, but I believe that the role of an estate agency is to keep both tenants and landlords in line, so some culpability for that must sit with AG. I would heartily discourage anyone from renting through AG, and indeed when I have seen people looking at properties advertised in their window, have given an overview of the poor service available and thus hopefully prevented some customers from having the experience we did.
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Latest Reviews
15th Aug 2024
reviewed by 'Dora'
7th Sep 2022
reviewed by 'DC'
20th Apr 2022
reviewed by 'Melania'
Opening Hours
Address
Allen Goldstein
104 Cromer Street
London
Greater London
WC1H 8BZ
020 7183 4101
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 100% | 100% | £250,000 | £350,000 |
| Lettings | 94% | 88% | £750 | £3,558 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 16 | 5 | 57 | 15 | 0 | 0 | 1 | 1 | 1 | 5 |
Areas covered
- NW6
- WC1
- WC2
- NW1
- NW5
- NW3
- E1
- EC1
- E3
- N19
- N17
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Nov 25,2024
Nov 25,2024
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Allen Goldstein's property manager Abisoye is a highly efficient official who tackles property issues and problems quickly, he is willing to go the extra mile with service providers in order to get value for money for his client. So far maintenance Issues reported have always ...
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Aug 15,2024
Aug 15,2024
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Allen Goldstein was very professional and helpful throughout the entire process.I had a great experience with this agency!...
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Sep 07,2022
Sep 07,2022
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Very nice service and helped us to smoothly settle down in the brilliant new place!
And the response is swift....
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Sep 02,2022
Sep 02,2022
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fantastic for students !
Great communication between me and the agent, can highly recommend Shyrelle Best for this. Easy contract signing, would definitely recommend....
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Jun 15,2022
Jun 15,2022
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Great service from Allen Goldstein, smooth experience and amazing support! Special thanks to Shyrelle for being proactive and providing all the information needed in super timely manner!...
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Apr 20,2022
Apr 20,2022
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Good experience overall. Would recommend this agency to everyone out there searching for a house/ room. Especially shout out to Hue. Thanks for sorting out everything so quickly. Great stuff!...
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Mar 21,2022
Mar 21,2022
1
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DO NOT BE A TENANT WITH THIS COMPANY. awful, lied to us at the start of the tenancy and fulfilled barely any of our requests (breached contract from the start) including cleaning the house (it was filthy when we moved in and they refused to ...
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Mar 23, 2022
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Dear DXTIER,
Thank you for your feedback , unfortunatly your name is not one we can locate on our system.
However reading the contents of your feedback we can only come to think of one issue which we had with a previous tenant who has been leaving numerous reviews throughout the entire tenancy.
Please note that all deposits are registered and your are given that Certifificate at the start of the tenancy , any disputes with the deposit is then taken up with the Deposit Scheme if both Land ...
Jan 26,2022
Jan 26,2022
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I had a great experience and I had an amazing agent who helped me with the process and that was always there when we needed it....
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Jan 26,2022
Jan 26,2022
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Very helpful during the moving in process! Overall I am happy with the house me and my other flatmates rented....
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Aug 17,2021
Aug 17,2021
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I had a great experience cooperating with Allen Goldstein Limited. Hue was my real estate agent, and he was extremely professional, responsive and helpful. I would highly recommend working with Hue because he is always calm, easy to talk with, and he gives very innovative ...
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Jul 12,2021
Jul 12,2021
1
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I have worked as landlord with small portfolio with the lettings team at Allen Goldstein.
The work conducted by the team lead by Ben Adams has been great. Helping assessing the market, being realistic on whats needed, and generally you feel as a partner rather ...
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Apr 22,2021
Apr 22,2021
0
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Bilat and his team are an absolute pleasure to work with and I would thoroughly recommend them to anyone considering using them. They are highly responsive, very efficient, and extremely affable. They have been very kind to me, helping me through a difficult couple of ...
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Apr 22,2021
Apr 22,2021
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Very helpful and professional , would highly recommend , helped me thoroughly to find a flat well suited for me....
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Apr 22,2021
Apr 22,2021
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Considerate, kind and responsive.
Hue from Allen Goldstein was a big help in my experience of renting the property. Unlike some letting agencies that make a fuss, and usually end up quarrelling with you, these people have always been there to help....
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Mar 10,2021
Mar 10,2021
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I've had a great experience with this agency. Hue has been extremely helpful and efficient every step of the process. He even did the key handover on his day off, as well as helping out with moving my luggage. Great experience all-round....
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Nov 24,2020
Nov 24,2020
0
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I've used Allen Goldstein to manage my property for the last five years. They've been amazing to work with. I've always had a prompt response to any queries or concerns. And they've always provided me with good tenants....
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Nov 23,2020
Nov 23,2020
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I've used Allen Goldstein to manage my property for the last five years. They've been amazing to work with. I've always had a prompt response to any queries or concerns. And they've always provided me with good tenants....
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Oct 28,2020
Oct 28,2020
0
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On the whole they are very professional.
Amz is very passionate and hard working.
I appreciate they have a difficult job - My only recommendation is that they focus more on their comms with new tenants. The more information that is provided early on improves ...
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Sep 11,2020
Sep 11,2020
0
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I placed a deposit and was then told later in the week that the property was offered to someone else and I would have to offer more.
The property had previously stood empty on the market for months.
Amz is a pleasent chap but I ...
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Sep 23, 2020
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Thank you for notifying us with concern. In regards to the deposit which was placed with one of our property. The applicant had placed the deposit and had not put offer in writing which is clearly stated in email for us to put forward, we were unable to hold the deposit any longer, i attempted to call and message applicant several times but failed to receive the offer. Not being able to hold deposit any longer we released the deposit soon as we received the account details, We remained to have c ...
Aug 21,2020
Aug 21,2020
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Thank you Amz for your professionalism, attention and kindness, at all times you have been very attentive so that there was no problem, always communicating with your team and with me. thank you very much i recommend it 100%...
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Feb 05,2020
Feb 05,2020
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Mr. Islam has been very helpful in helping us to settle down as soon as possible from viewing day until move-in day. The process from contract signing to move-in date is crystal clear (especially for me and my friends as international students, we are glad ...
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Jan 09,2020
Jan 09,2020
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Amz was the agent we dealt with and we had a good experience. He was prompt, helpful, and polite when going through the process of securing the flat. Overall would recommend....
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Dec 20,2019
Dec 20,2019
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Daniella and Gemma have been fantastic in helping me get settled in my new flat in Central London. They are quick to respond and get things sorted in a friendly, professional manner. I would recommend them!...
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Dec 16,2019
Dec 16,2019
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I had a very good experience with this agency as miss Daniella helped me very pleasant experience and very helpful with all request i had asked for when i moved in to the property it was absolutely spotless and clean no problems at all if ...
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Jun 03,2019
Jun 03,2019
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It was a lovely experience working with Daniella, she was very clear on what the requirements are & explained about who Allen Goldstein is, i've had no problems at all ðð¼...
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Comment on agent fees
Satisfied.
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Apr 25,2019
Apr 25,2019
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I was so surprised to have a 5 star experience letting my property immediately with a 2 year guaranteed rent with no commission or hidden charges - all the staff were very helpful and could be contacted very quickly...
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Jan 07,2019
Jan 07,2019
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I have been very impressed and full of admiration for the service I received Allen Goldstien 104 Cromer Street branch.
Can't praise enough the professionalism of Toni Chris and Gemma. They have been amazing from the time we started discussing renting our property through them and ...
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Comment on agent fees
The fees were excellent
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Nov 06,2018
Nov 06,2018
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This is the message I sent to Daniella soon after signing the lettings agreement to rent our my property.
Wonderful thank you Daniella, I knew that I can trust your company as you are very professional unlike some of the other agents that I was ...
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Comment on agent fees
I agree with their fee structure
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Oct 01,2018
Oct 01,2018
1
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I deeply regret having used this exceptionally bad service by our agent *.
Besides having lied to us about the squaremeter size of the property by about 15 m², he was not even sorry when we confronted him with this tremendous mistake. In my opinion the size ...
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Comment on agent fees
I believe instead of paying money to the agency, we should have gotten money from them because we cleaned the apartment and fixed whatever needed to be done.
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Nov 01, 2018
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Dear SandwichStreet 78,
It is a shame that despite all our help and assistance you have given us such a poor review.
In regards to the floorplan, although it clearly states it is for illustration purposes, the alternative measurements you provided was carried out by you and not a professional hence we could not use it. You were also checked in to the property where you inspected it and exclaimed how happy you were with the apartment.
There was no advertising material stating the property ...
Jun 14,2018
Jun 14,2018
3
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I signed onto an 8-month tenancy, only to move into a room and flat ridden with maintenance issues. For example, before I moved in the agency did not even check the room's condition, as a result of which I moved into a room with a ...
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Landlord Fees
Let Only ServiceLong Let (6 months plus) 7% + Vat
Short Let (less than 6 months) 9% + Vat
Rent Collection
Long Let (6 months plus) 10% + Vat
Short Let (less than 6 months) 13% + Vat
Management
Long Let (6 months plus) 12%+VAT
Short Let (Less than 6 months) 16%+VAT
Tenant Fees
Fixed ChargesPet Charge (This charge is on top of you rent payment) £20
Replacement Tenant fee £50 +VAT
Rent Arrears 3% above bank of England base rate
Contractor Missed Appointments £80 +VAT or Min call out charge
Reference Request existing or Old Tenants £50 +VAT
Other Default Fees that maybe charged Lost Keys / Surrender of Tenancy
Other Costs for Tenants
We will collect 1 weeks rent as holding deposit when you are interested in a property, this will be used against your first months rent or deposit. The holding deposit may not be refunded if you have failed referencing or your do not complete the transaction for any lawful reason. Last updated at 04/03/2021, 2:52 PM by Gemma Williams
Complaints Procedure
No procedure set.
Last updated at 2:48 PM 30/10/2017 by allAgents
Best Letting Agent in WC1H 
We will ensure no tenant ever has the experience that you have had going forward. Please could you email me you contact details as I am unable to locate you through the limited details on the All Agents site. I would appreciate a brief chat to see if there is anything we could do to compensate.
Warmest Regards