100% lettings valuation accuracy
33% lettings fee satisfaction
Dec 10,2014
Dec 10,2014
0
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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 they never respond to emails or calls. The organisation is chaos. For instance, they failed to arrange the clean of the property despite there being a 4 week gap between tenants. I made several attempts to check this had been done but was never able to get a response. I only found out that tenants had moved into a filthy property when I met them by chance and they complained direct to me. Next Russells sent in cowboy plumbers who tried to say I needed a new boiler at vast cost. Eventually I sent my own plumber who fixed the leaking pipe in a few minutes. For the last 5 months Russells have "lost" the rent payments every single month even though the tenants have always paid on time. I have to make at least 5 or 6 increasingly irate calls or emails every month to get the money transferred to my account. Even then it is usually 3 weeks late. I have never had a convincing explanation why this happens. I have made several form complaints, which are generally ignored or brushed off, which I find an appalling indictment of their customer service.
As a contrast my other property, let by another agent, has been expertly managed. As a result I am now transferring the management of both properties to them.
I have had nothing but problems with Russells over the last 6 months. If you are thinking of using them to let a property my strong advice would be don't!
As a contrast my other property, let by another agent, has been expertly managed. As a result I am now transferring the management of both properties to them.
I have had nothing but problems with Russells over the last 6 months. If you are thinking of using them to let a property my strong advice would be don't!
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.
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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
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Jun 03,2016
Jun 03,2016
1
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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, ...
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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.
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Oct 02,2015
Oct 02,2015
1
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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 ...
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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.
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Jun 28,2015
Jun 28,2015
0
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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 ...
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Jan 05,2015
Jan 05,2015
0
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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 ...
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Dec 10,2014
Dec 10,2014
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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?
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Yes
Nov 30,2014
Nov 30,2014
1
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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 ...
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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;
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Oct 05,2014
Oct 05,2014
1
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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 ...
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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)
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Oct 02,2013
Oct 02,2013
1
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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 ...
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What agent could do to change your mind?
Fire the Office Manager, and get somebody competent instead.Attached Filesnbsp;
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May 26, 2014
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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
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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 ...
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Jul 12,2012
Jul 12,2012
0
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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 ...
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Apr 24,2012
Apr 24,2012
1
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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 ...
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What agent could do to change your mind?
Not been a money grabbing, slow, useless estate agent!Attached Filesnbsp;
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Dec 15, 2012
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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
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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 ...
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Dec 12,2011
Dec 12,2011
0
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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 !...
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Sep 29,2011
Sep 29,2011
4
people found
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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....
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Nov 26,2010
Nov 26,2010
0
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[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 ...
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Aug 06, 2011
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(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
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Firstly:
I spent ...
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Jul 10,2010
Jul 10,2010
4
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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 ...
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“Awful experience of Russells. Charges for absolutely everything including changes ......”
Jul 10,2010
Jul 10,2010
0
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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 ...
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Aug 06, 2011
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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 ...
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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.
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