0% lettings valuation accuracy
52% lettings fee satisfaction
Apr 14,2015
Apr 14,2015
17
people found
this helpful
this helpful
In this review I mainly want to report about how Edmund Cude is handling maintenance issues or even not handling them.
During my tenancy, which I ended after 10 month using my break clause, I had several maintenance issues. It usually took several notifications from my side to even draw attention and even then I only was told the issues will be reported to maintenance and I rarely received feedback from them.
All in all one can get good service until signing the tenancy agreement but then has to be prepared for a lot of extra work in case of upcoming maintenance issues. From my reported issues only one was dealt with in the end.
When it was about minor issues I tended to stop reminding them after a while and try to fix it myself. In these cases I simply didn't receive any other feedback but that the issue was reported to maintenance.
But during my tenancy I also had two major maintenance issues:
The first was with the mattress which during the sales pitch was sold as new or almost new. Maybe it was my fault not inspecting in very detail but lifting it for the first time revealed that almost new must have been the state a lot of years ago. It took me several notifications and various emails as well as a lot of investigation from my side to get the mattress replaced. This not only went from reporting the problem but also finding a new mattress, getting an offer and basically doing everything mentioned in a typical maintenance-clerk-job-description...
While this first issue was solved after a long while putting in a lot of effort, the second major issue never got resolved (and I only hope for the new tenants that they recognize it before signing the tenancy agreement): When it came to fall and winter I realized that the heating system didn't work properly, the pressure in the therm unit was very low and the system went into emergency-shut-down-mode several times a day without further notification. The normal end user only recognized that by the apartment getting very, very cold. In combination with really poor windows I had trouble keeping the temperature on a 20 degree level during November/December/January/February. Especially during night that was not possible as I couldn't monitor the therm on regular basis then.
This issue I reported several times and also mentioned as the main reason for me using the break clause. When I asked for a refund for the heating not properly working for more than three months I was told to provide evidence that I even report the issue! Wondering that they don't keep any records of reports sent to them I forwarded my first notification email to the maintenance team... Then I was told if the issue would have been that big of a problem one email as proof is not enough. Wondering again that obviously nobody there takes note of anything work-related I provided a hard copy of the letter I sent mentioning the problem. Unfortunately I didn't record the phone calls but too late I learned that it takes at least five notifications to maintenance relating to the same issue before they even consider replying. Anyway after providing the additional proof requested by the maintenance team the representative stopped communication completely.
Bottom line they if they reply to the tenants requests then mostly by finding reasons to not to take any action and if they run out of arguments they simply shut down communication. Furthermore they are either completely unorganized or use that as a tactic to get rid of maintenance issues.
During my tenancy, which I ended after 10 month using my break clause, I had several maintenance issues. It usually took several notifications from my side to even draw attention and even then I only was told the issues will be reported to maintenance and I rarely received feedback from them.
All in all one can get good service until signing the tenancy agreement but then has to be prepared for a lot of extra work in case of upcoming maintenance issues. From my reported issues only one was dealt with in the end.
When it was about minor issues I tended to stop reminding them after a while and try to fix it myself. In these cases I simply didn't receive any other feedback but that the issue was reported to maintenance.
But during my tenancy I also had two major maintenance issues:
The first was with the mattress which during the sales pitch was sold as new or almost new. Maybe it was my fault not inspecting in very detail but lifting it for the first time revealed that almost new must have been the state a lot of years ago. It took me several notifications and various emails as well as a lot of investigation from my side to get the mattress replaced. This not only went from reporting the problem but also finding a new mattress, getting an offer and basically doing everything mentioned in a typical maintenance-clerk-job-description...
While this first issue was solved after a long while putting in a lot of effort, the second major issue never got resolved (and I only hope for the new tenants that they recognize it before signing the tenancy agreement): When it came to fall and winter I realized that the heating system didn't work properly, the pressure in the therm unit was very low and the system went into emergency-shut-down-mode several times a day without further notification. The normal end user only recognized that by the apartment getting very, very cold. In combination with really poor windows I had trouble keeping the temperature on a 20 degree level during November/December/January/February. Especially during night that was not possible as I couldn't monitor the therm on regular basis then.
This issue I reported several times and also mentioned as the main reason for me using the break clause. When I asked for a refund for the heating not properly working for more than three months I was told to provide evidence that I even report the issue! Wondering that they don't keep any records of reports sent to them I forwarded my first notification email to the maintenance team... Then I was told if the issue would have been that big of a problem one email as proof is not enough. Wondering again that obviously nobody there takes note of anything work-related I provided a hard copy of the letter I sent mentioning the problem. Unfortunately I didn't record the phone calls but too late I learned that it takes at least five notifications to maintenance relating to the same issue before they even consider replying. Anyway after providing the additional proof requested by the maintenance team the representative stopped communication completely.
Bottom line they if they reply to the tenants requests then mostly by finding reasons to not to take any action and if they run out of arguments they simply shut down communication. Furthermore they are either completely unorganized or use that as a tactic to get rid of maintenance issues.
What agent could do to change your mind?
Proper feedback and adequate response time are basic for good maintenance, especially when it is about the heating system during the winter period. Here and in other maintenance issues the agency failed.Attached Filesnbsp;
Comment on agent fees
Whatever they charge for maintenance is far too much for the service they provide to tenants.
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Opening Hours
Address
Portico
129 Northcote Road
Battersea,London
Greater London
SW11 6PS
020 7738 1538
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Lettings | 0% | 52% | £765 | £2,800 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 7 | 2 | 31 | 12 | 0 | 0 | 0 | 0 | 1 | 1 |
Areas covered
- SW11
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Jan 20,2023
Jan 20,2023
0
people found
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I have let my flat in South London through Portico for many years as I live outside Japan. They are often very bad at dealing with issues in the flat and communicating and it is very hard to track your contact there down when problems ...
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Feb 17,2020
Feb 17,2020
2
people found
this helpful
this helpful
Please avoid whether you are a tenant or a landlord. Absolutely shocking service, or to be more specific its absence, moreover contract bleach as well. Do they actually pay for good reviews as we have nothing good to say after over a year of tenancy .... ...
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Comment on agent fees
Too high, not to mention a lack of service and a lack of professionalism
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Oct 16,2018
Oct 16,2018
2
people found
this helpful
this helpful
My flatmate and I moved out of our property over a month ago and are yet to receive our deposit. There has been a distinct lack of contact since we moved out up until a couple of days ago. Medleen from the Battersea office (even ...
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Comment on agent fees
Extortionate
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Oct 02,2018
Oct 02,2018
1
people found
this helpful
this helpful
Avoid at all costs. In six years living in London this is the worst agency I have ever had to deal with. All they are there for is to make as much money as possible without providing the basic services they should. An example? We ...
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Comment on agent fees
Horrible. For the renewal they suddenly came up with £330.00 to pay to change the name of the tenant, plus £250.00 of exiting fee.
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Aug 18,2018
Aug 18,2018
3
people found
this helpful
this helpful
Very unprofessional individual, to call up clients and be straight up rude as we haven't wanted to proceed with a flat is ridiculous. To demand and constantly say "i don't understand" shows a lack of sales training and someone who generally can't take rejection. Its ...
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Comment on agent fees
bad
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Feb 24,2018
Feb 24,2018
4
people found
this helpful
this helpful
Tenants wear heavy fees E.g.£525 to replace a tenant mid-tenancy. Good for the agent, bad for your tenants....
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Comment on agent fees
Tenants wear heavy fees - extortionate if any change is needed. E.g. £525 to replace a tenant mid-tenancy. Good for the agent, bad for your tenants who are let feeling vulnerable and hopeless in these situations. Let's hope the government legislation on agents fees comes through sooner rather than later!
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Feb 15,2018
Feb 15,2018
7
people found
this helpful
this helpful
From my experience PORTICO is probably the worse agency ever and if I could post a review with no star I would do it.
The first month I moved in my flat I had no hot at all (In April, I let you imagine the ...
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Jan 11,2018
Jan 11,2018
1
people found
this helpful
this helpful
As a group of 4 we rented a place with Portico and agreed a contract and move date.
We moved in to a house with no professional clean provided and seven months later we still have not received the cleaning as set out in contract (professional ...
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Comment on agent fees
Fair
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Oct 12,2017
Oct 12,2017
2
people found
this helpful
this helpful
A week in the property and we have a broken fridge that never worked, a broken wardrobe, holes in walls and NO ONE has been doing anything about it from the agency. We have called, emailed, asked for an update and never received an answer. ...
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Comment on agent fees
No agency fees paid
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Jun 26,2017
Jun 26,2017
6
people found
this helpful
this helpful
As a tenant in a Portico managed property for over 5 years I can only describe my experience of them as entirely negligent.
Multiple serious property maintenance issues were ignored, and when addressed handled by incompetent staff and tradesmen. Aside from severely affecting the livability of ...
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Sep 09,2016
Sep 09,2016
0
people found
this helpful
this helpful
While looking for a flat Portico were very helpful and helped the process go quickly and smoothly. Now living in a property managed by them I can also add they are supportive and quick to organise maintenance when needed. Everything i want from an estate ...
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Aug 10,2016
Aug 10,2016
4
people found
this helpful
this helpful
Whilst the process of securing our rented flat with Portico was very smooth and efficient, the service since then has been appalling. We never expect to hear back from them until several times chasing via email or phone. The process of renewing our contract has ...
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Jun 28,2016
Jun 28,2016
0
people found
this helpful
this helpful
We generally had a really positive experience renting a property through Portico - the letting agents were friendly, professional and amenable to our needs during our property search. Contact was always prompt and help was always at hand when we needed it.
The only slight ...
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Jun 10,2016
Jun 10,2016
9
people found
this helpful
this helpful
Portico is the most useless and unhelpful ever! They tricky and are simply trying to take advantage of their tenants. Money is all they are about! Customer service below zero. Their Legal team is very rude!...
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Jun 21, 2016
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(1)
Hello Ela, I'm really sorry to hear you are disappointed with Portico's service. We usually pride ourselves on being helpful and approachable so I would like to look into this as soon as possible. It would be great if you could tell me the best time to call so we can discuss your concerns. Kind Regards, Medleen ...
May 04,2016
May 04,2016
0
people found
this helpful
this helpful
This was my first experience going through an estate agent to rent a flat but the entire process was smooth and efficient from start to finish. I was out of the country for half of the process but Mckenzie made sure to keep both of ...
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“Portico has nice, spacious, bright and well-maintained properties. Good price-quality ......”
Jan 04,2016
Jan 04,2016
0
people found
this helpful
this helpful
Portico has nice, spacious, bright and well-maintained properties. Good price-quality found when at least renting a property. Very professional, helpful and patience staff...
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Comment on agent fees
Standard fees
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Oct 26,2015
Oct 26,2015
0
people found
this helpful
this helpful
Portico were extremely helpful in finding us a 2 bedroom property. Emma was easy to contact and very helpful arranging paperwork and answering any questions we had regarding moving in to our property. Thanks very much...
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Oct 07,2015
Oct 07,2015
0
people found
this helpful
this helpful
We had a wonderful experience Portico, who helped us find our beautiful new flat. The process was more complicated than usual for various reasons but Emma, Goda and the team made it seem painless. Having experienced some mediocre agencies in the past, we were really ...
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Apr 21,2015
Apr 21,2015
0
people found
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The move to the new place was very smooth. We have got a great deal of assistance from Holly with all paperwork sent to us on time with proper explanation of what have to be done and by when. We were contacted by Portico (Edmund ...
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Apr 14,2015
Apr 14,2015
17
people found
this helpful
this helpful
In this review I mainly want to report about how Edmund Cude is handling maintenance issues or even not handling them.
During my tenancy, which I ended after 10 month using my break clause, I had several maintenance issues. It usually took several notifications from my ...
read full review
read full review
What agent could do to change your mind?
Proper feedback and adequate response time are basic for good maintenance, especially when it is about the heating system during the winter period. Here and in other maintenance issues the agency failed.Attached Filesnbsp;
Comment on agent fees
Whatever they charge for maintenance is far too much for the service they provide to tenants.
Was this helpful?
Yes
Yes
Apr 16, 2015
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(1)
Hello Max,
I'm really sorry to hear you were disappointed with Edmund Cude's service. We usually pride ourselves on being communicative and resolving maintenance issues quickly, but it seems this has not been the case with your property on Northcote Road. I will do my best to find out why your issues were not dealt with sufficiently.
I've forwarded your feedback on to the property management team to see if there's anything they can do.
Once again we're so sorry for the inconvenience th ...
Mar 30,2015
Mar 30,2015
0
people found
this helpful
this helpful
Edmund Cude and their agent Holly Pollock were helpful, professional and thorough during the letting process.
Holly found the perfect flat to match our needs. She was always available to answer any question and explained the process clearly. The legal staff were also quick and ...
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Feb 22,2015
Feb 22,2015
0
people found
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Edmund Cude have been extremely helpful throughout the entire letting process. It was quick and easy to arrange a viewing and contracts were sorted promptly.
Holly our agent was a wonderful help, arranging extra viewings once we had sorted our contract to ease our moving ...
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Jun 04, 2015
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...
Feb 11,2015
Feb 11,2015
0
people found
this helpful
this helpful
My flat mate and I approached Edmund Cude to view a property in the Clapham Junction area in January 2015, they arranged a prompt viewing for the property we were keen on seeing and moved swiftly to help us secure a property we wanted to put ...
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Comment on agent fees
would expect to pay this much for a house of this quality in the area.
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Nov 21,2014
Nov 21,2014
5
people found
this helpful
this helpful
Absolutely terrible from the moment we moved in to the moment we left and afterwards, There was a delay with all the paper work when we moved in, then whilst we were tenants the were so slow when we reported a problem, moving out was ...
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Jun 03,2014
Jun 03,2014
0
people found
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Charlotte understood very well what I was looking for, and she has shown me flats that were perfectly suitable right from the start. She was very available and flexible on the timing, so that I could visit the flats after my hours of work. She ...
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May 14,2014
May 14,2014
0
people found
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this helpful
Charlotte Joy was a great pleasure to work with. She was always on time and very patient even when I asked to return to the property a number of times. She made the whole experience much easier to handle by always keeping us informed of ...
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May 12,2014
May 12,2014
0
people found
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this helpful
I have been with Edmund Cude for over 3 years now and was delighted with my most recent dealings with them. Charlotte Joy was brilliant in securing the desired property in extemely quick time. Nicola Murphy in the Paralegal team was also particularly helpful when facilitating ...
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May 09,2014
May 09,2014
0
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this helpful
My experience with Charlotte at Edmund Cude was amazing. Charlotte kept us up to date through out our application process and even came up with alternatives should our property of choice become unavailable. I would happily recommend Edmund Cude to my family and friends....
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Apr 08,2014
Apr 08,2014
0
people found
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this helpful
We would highly recommend Adrian at Edmund Cude. He is certainly the best agent we have dealt with during our search for a new property. He was polite and well informed about the property and did a great job at keeping us up to date ...
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Nov 30,2013
Nov 30,2013
0
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A very positive experience (and in stark contrast to other agents I had come into contact with in previous weeks). Attentive and professional throughout. Highly recommended...
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Jack
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
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Last updated at 2:16 PM 30/10/2017 by allAgents
I'm really sorry to hear you were disappointed with Edmund Cude's service. We usually pride ourselves on being communicative and resolving maintenance issues quickly, but it seems this has not been the case with your property on Northcote Road. I will do my best to find out why your issues were not dealt with sufficiently.
I've forwarded your feedback on to the property management team to see if there's anything they can do.
Once again we're so sorry for the inconvenience this has caused you.
Kind Regards,
Emma