100% lettings valuation accuracy
33% lettings fee satisfaction
Nov 30,2014
Nov 30,2014
1
people found
this helpful
this helpful
I don't think we have anything good to say about Russells. Unnecessary and inexplicable fees, poor communication, rude staff. Whenever we notified them about a maintenance issue, we were either ignored or fobbed off. We had no working heating for almost four years, relying solely on one storage heater for the whole house. They sent engineers out about this twice, who told us everything was working when clearly nothing was. As a result, the window frames were damp and rotted, something else we complained about frequently. Russells' response this year was to have the window frames painted.
The bath panel was cracked when we moved in; I pointed this out at every inspection but nothing was ever done about it, despite frequent assurances that it would be repaired. I reported a crack in the cistern the second year we were at the property; nothing was ever done about it.
For a short period while we lived at the house, my fiancƒÂ© was made redundant. When we renewed our tenancy during this period, Russells decided my salary alone wasn't enough to cover the rent and asked us for a £2k deposit to cover any late/missing rent payments. I'm not sure why they assumed we had two grand to give them whilst at the same time thinking we might not be able to cover our rent. In any case, we were able to borrow the money from a relative. Russells assured us they would refund the money once they had proof my fiance was working again. As soon as he had a new job, we notified them. They refused to give us the money back until they had confirmation from his boss about his employment. We got it. They then refused to give us the money back until he had been in the new job for six months. In end it took the relative we borrowed it from ringing them up and demanding an explanation before they agreed to return the money. Even then we still had to call repeatedly before anything actually happened.
After this we really lost faith in Russells and resigned ourselves to putting up with their poor customer service until we could afford to move. We moved out in October, and Russells made the process as drawn-out and awkward as possible. We were misinformed about the process for leaving at every step. Every email I sent was ignored unless I chased it up at least twice. Every phone call I made ended in frustration as I was told the matter would have to be passed to a manager. I couldn't get an answer to the most basic of questions and frankly cannot decide if the staff were stupid or vindictive.
I don't expect to see any of our deposit back, but honestly I don't care as long as I never have to deal with them again. Would not touch with a barge pole.
The bath panel was cracked when we moved in; I pointed this out at every inspection but nothing was ever done about it, despite frequent assurances that it would be repaired. I reported a crack in the cistern the second year we were at the property; nothing was ever done about it.
For a short period while we lived at the house, my fiancƒÂ© was made redundant. When we renewed our tenancy during this period, Russells decided my salary alone wasn't enough to cover the rent and asked us for a £2k deposit to cover any late/missing rent payments. I'm not sure why they assumed we had two grand to give them whilst at the same time thinking we might not be able to cover our rent. In any case, we were able to borrow the money from a relative. Russells assured us they would refund the money once they had proof my fiance was working again. As soon as he had a new job, we notified them. They refused to give us the money back until they had confirmation from his boss about his employment. We got it. They then refused to give us the money back until he had been in the new job for six months. In end it took the relative we borrowed it from ringing them up and demanding an explanation before they agreed to return the money. Even then we still had to call repeatedly before anything actually happened.
After this we really lost faith in Russells and resigned ourselves to putting up with their poor customer service until we could afford to move. We moved out in October, and Russells made the process as drawn-out and awkward as possible. We were misinformed about the process for leaving at every step. Every email I sent was ignored unless I chased it up at least twice. Every phone call I made ended in frustration as I was told the matter would have to be passed to a manager. I couldn't get an answer to the most basic of questions and frankly cannot decide if the staff were stupid or vindictive.
I don't expect to see any of our deposit back, but honestly I don't care as long as I never have to deal with them again. Would not touch with a barge pole.
What agent could do to change your mind?
Proper responses to maintenance complaints and general inquiries, and actually offering decent customer service instead of acting like us living in the property was a massive inconvenience to them.Attached Filesnbsp;
Was this helpful?
Yes
Yes
Agent Response / Add a Comment
You can use this form to reply to the above review or a displayed comment on the above review.
Browse popular links for estate agents, letting agents and properties nearby
Latest Reviews
3rd Jun 2016
reviewed by 'Dissappointed'
2nd Oct 2015
reviewed by 'Ex'
28th Jun 2015
reviewed by 'I'
10th Dec 2014
reviewed by 'DJ'
Opening Hours
Address
Russell Residential
100-102 Regent Street
Cambridge
Cambridgeshire
CB2 1DP
01223 521152
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Lettings | 100% | 33% | £675 | £2,000 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 1 | 2 | 2 | 14 | 0 | 0 | 0 | 0 | 0 | 1 |
Areas covered
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
Advertise on
Members of
Rankings
Overall
Overall
Latest Properties
No Properties
Jun 03,2016
Jun 03,2016
1
people found
this helpful
this helpful
Finding Russells was like winning the lottery - in reverse. Fees for breathing in, fees for breathing out. We discovered two cat-urine soaked carpets which, due to end of tenancy cleaning, we didn't notice when we moved in but they soon stank the place out, ...
read full review
read full review
What agent could do to change your mind?
Too high, too many, ever-increasing.Attached Filesnbsp;
Comment on agent fees
Too high, too many, ever-increasing.
Was this helpful?
Yes
Yes
Oct 02,2015
Oct 02,2015
1
people found
this helpful
this helpful
If you see a property advertised by Russell Residential, run and don't look back. You will be treated like an inconvenience, no maintenance issues you raise will be addressed. You will find unannounced contractors in your home, and Russells won't bother to notify you before ...
read full review
read full review
What agent could do to change your mind?
Become both competent, (perhaps learn a little bit about tenant legislation) and courteous. A little bbit of property management that involves resolving maintenance issues promptly wouldn't go amiss either.Attached Filesnbsp;
Comment on agent fees
Their fees are astronomical, for very little indeed.
Was this helpful?
Yes
Yes
Jun 28,2015
Jun 28,2015
0
people found
this helpful
this helpful
I've had a repeatedly poor experience with them. The fees are very high (especially the ones I had to pay every 6 months to renew my tenancy when the rent often increased too). They are impossible with checkouts and refused to adhere to the contract stating ...
read full review
read full review
Was this helpful?
Yes
Yes
Jan 05,2015
Jan 05,2015
0
people found
this helpful
this helpful
Shockingly bad probably the most corrupt and useless agents I have ever used. Rented the property eventually even though it was empty and they couldn't be bothered to show it to me. Took my money and forgot to sign my deposit paperwork and I am ...
read full review
read full review
Was this helpful?
Yes
Yes
Dec 10,2014
Dec 10,2014
0
people found
this helpful
this helpful
I let two Cambridge properties, one with Russells and one with another agents. I have been using Russells for the last 4 years, for full management. They started off ok but have dramatically deteriorated over the last year or so since being taken over. Most annoyingly ...
read full review
read full review
What agent could do to change your mind?
Respond to emails. Act on landlord instructions Take complaints seriously Devise a system to transfer money to landlords on timeAttached Filesnbsp;
Comment on agent fees
As a landlord I felt fees were equivalent to other agents in the area. My problem was with the quality of the service provided.
Was this helpful?
Yes
Yes
Nov 30,2014
Nov 30,2014
1
people found
this helpful
this helpful
I don't think we have anything good to say about Russells. Unnecessary and inexplicable fees, poor communication, rude staff. Whenever we notified them about a maintenance issue, we were either ignored or fobbed off. We had no working heating for almost four years, relying solely ...
read full review
read full review
What agent could do to change your mind?
Proper responses to maintenance complaints and general inquiries, and actually offering decent customer service instead of acting like us living in the property was a massive inconvenience to them.Attached Filesnbsp;
Was this helpful?
Yes
Yes
Oct 05,2014
Oct 05,2014
1
people found
this helpful
this helpful
Russell's managed my property in Cambridge and should have inspected it regularly. They had permission to repair and maintain it and charge me. They failed to maintain the property and after six years I sacked them and the property was returned to me in poor ...
read full review
read full review
Comment on agent fees
The fees were acceptable. The repair fees would have been acceptable too. Either they did not complete the agreed inspections or they sent in someone who was oblivious to the lists left by the tenant and to the very obvious repairs that needed to take place. (Huge holes in kitchen worksurface, kitchen cupboard doors hanging off, falling down fences, etc)
Was this helpful?
Yes
Yes
Oct 02,2013
Oct 02,2013
1
people found
this helpful
this helpful
We have, at Russells request, had a Guarantor since 2007. Recently, we received a Subject to Contract letter, requesting confirmation that the Guarantor would be happy to continue. They received this by email on 16th August. Prior to that, in July this year, we had filled ...
read full review
read full review
What agent could do to change your mind?
Fire the Office Manager, and get somebody competent instead.Attached Filesnbsp;
Was this helpful?
Yes
Yes
May 26, 2014
View all comments
(2)
Russells have a Tenancy Deposit Scheme, and they are required to notifiy the Scheme within one month of any deductions they want to make to a Tenants Deposit. The money is not with the Landlord, it is in Russells bank account, earning them interest. Now the month is over, you need to appeal to the Tenancy Deposit Scheme, and raise unholy hell with Russells. Make sure you email Russells and The TDS so that you can prove what is said and when. ...
Oct 24,2012
Oct 24,2012
1
people found
this helpful
this helpful
Terrible customer service, cannot meet deadlines, do not make any attempts to get in contact. Late for arranged appointments without even notifying the tenant (I work in a professional environment and would ring the person(s) as soon as I knew I was going to ...
read full review
read full review
Was this helpful?
Yes
Yes
Jul 12,2012
Jul 12,2012
0
people found
this helpful
this helpful
Don't expect to get away without a hole in your bank account, at least Dick Turpin wore a mask! the charges for every little thing and hassle trying to get anything done is ridiculous, would never use them again and would strongly advise against anyone ...
read full review
read full review
Was this helpful?
Yes
Yes
Apr 24,2012
Apr 24,2012
1
people found
this helpful
this helpful
have rented before, but never have I witnessed so many hidden charges involved in a rental company.
There was a £120 legal fee before we even started, then £65 per person for referencing. Even though I am a homeowner, and make over £30,000 a year, Russells decided that ...
read full review
read full review
What agent could do to change your mind?
Not been a money grabbing, slow, useless estate agent!Attached Filesnbsp;
Was this helpful?
Yes
Yes
Dec 15, 2012
View all comments
(3)
Yea ... 10 years ago I rented through Russels .... moved into the home on the friday, and on the monday there was a 'for sale sign' erected ... this was not mentioned at the time of signing the contract ... perhaps because I spoke with a foreign accent?
then .... 6 months later, our contract came to an end (during the contract, we had people in and out viewing the property) ... It was like a 'show house'
Before we moved, we had professional cleaners clean the carpets and the house .... Th ...
Jan 28,2012
Jan 28,2012
5
people found
this helpful
this helpful
I have been rentling with Russell's for over seven years, they have always been prompt with repairs and dealing with any queries, I have personally found them to be an friendly approachable company, my mother and brother also rent with them and would have no ...
read full review
read full review
Was this helpful?
Yes
Yes
Dec 12,2011
Dec 12,2011
0
people found
this helpful
this helpful
Beware, they seem to have lots of extra hidden charges... they even charged me to vacuum a freshly cleaned (still damp ) carpet. They charge to continue a tenancy after 6 months... I presume they charged the landlord as well !...
read full review
read full review
Was this helpful?
Yes
Yes
Sep 29,2011
Sep 29,2011
4
people found
this helpful
this helpful
Wonderful experienced agents, all fees were explained at the outset of me putting my property on. I find Russells very trustworthy, reliable and a pleasure to deal with....
read full review
read full review
Was this helpful?
Yes
Yes
Nov 26,2010
Nov 26,2010
0
people found
this helpful
this helpful
[EDIT ORIGINAL START]]
Read the others reviews. They charged me for cleaning my flat (when I vacated) even though I had already paid a cleaning service to do this. They charged me ...
read full review
read full review
Was this helpful?
Yes
Yes
Aug 06, 2011
View all comments
(1)
Tenants are contracted to pay for an end of tenancy clean There is a fixed cost for one, two bed properties and so on. Our fees are clear and are on our application form to rent property. They also attached to the contract and again tenants are advised of this process when they received their checkout documentation. This system avoids arguements over cleaning costs at the end of the tenancy and is welcomed by the vast majority, as it has fxed costs at the very start and is totally transparent. T ...
Sep 16,2010
Sep 16,2010
0
people found
this helpful
this helpful
Firstly:
I spent ...
read full review
read full review
Was this helpful?
Yes
Yes
Jul 10,2010
Jul 10,2010
4
people found
this helpful
this helpful
Russells have been excellent with me, my family, and some work colleagues. I personally have rented with them in two different houses for nine years, they are prompt with repairs and application processing, I would certainly never risk renting with another Cambridge agent ...
read full review
read full review
Was this helpful?
Yes
Yes
“Awful experience of Russells. Charges for absolutely everything including changes ......”
Jul 10,2010
Jul 10,2010
0
people found
this helpful
this helpful
Awful experience of Russells. Charges for absolutely everything including changes to notice period, contract renewal, moving out charge. They entered the property I was renting once without asking. Letters asking to arrange an inspection (twice a year for some reason) threatening hefty fines if I ...
read full review
read full review
Was this helpful?
Yes
Yes
Aug 06, 2011
View all comments
(1)
Our fees are very clear and are on the application form to rent property. We act for the landlord who is our client and as such as part of our Terms and Conditions with the landlord, we have a policy of re contracting at the termination of each fixed contract. Tenants are charged for their part of the leagl work in preparing new contracts after an initial term. These fees are on the application for to rent property and therefore a tenant has a choice at that stage. I don't believe a solicitor w ...
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
No procedure available.
