89% sales valuation accuracy
100% sales fee satisfaction
80% lettings valuation accuracy
85% lettings fee satisfaction
Dec 17,2015
Dec 17,2015
3
people found
this helpful
this helpful
Terrible service from start to finish - I encountered a number of issues when engaging Keatons to let my property out. Their failings have subsequently been recognized and accepted by their Head Office following a formal complaint. Issues included:
- Keatons have accepted that tenant verification and referencing procedures were not correctly followed resulting in the property being tenanted by people different to those who made the original application.
- Keatons have accepted that crucial information regarding the proposed length of the tenancy was never passed on.
- Keatons have accepted that they failed to provide details of the inventory to myself as landlord and the tenants in a timely manner which later impacted my ability to recover the deposit held by the TDS.
- Keatons have accepted that their maintenance department failed to ask investigative questions when issues were raised by the tenants. This resulted in the landlord paying for repairs to heating systems, beds and bathrooms that it was later found out that the tenants were liable for because the damage was caused during a number of house parties that was held at the property.
- Keatons have accepted that they failed to act appropriately when informed of anti social behaviour by the incumbent tenants by both the landlord and managing agents acting on behalf of the freeholder.
- Keatons have accepted that the 'Inspections' offered as part of their sales materials are in fact 'basic with a short report'. After the tenancy completed it was claimed that more thorough mid-term inspections with detailed reporting can be arranged but these should be carried out by an external inventory company at an additional cost. It was accepted that this was never explained and is not clear from their sales materials.
- Keatons have accepted that rent arrears procedures were not followed (in terms of sending the correct letters at the right points) which again impacted my ability to recover the deposit held by the TDS.
- Keatons have accepted that they incorrectly calculated their fees and failed to return the amount due when the error was identified by the landlord. They have also accepted that they failed to return an overpayment in fees. This is where they withehld 12 months worth of fees when the tenancy was teminated after 7 months.
It was only after an official compliant, escalation to the head office and the threat to involve ARLA were these issues taken seriously and appropriately addressed.
- Keatons have accepted that tenant verification and referencing procedures were not correctly followed resulting in the property being tenanted by people different to those who made the original application.
- Keatons have accepted that crucial information regarding the proposed length of the tenancy was never passed on.
- Keatons have accepted that they failed to provide details of the inventory to myself as landlord and the tenants in a timely manner which later impacted my ability to recover the deposit held by the TDS.
- Keatons have accepted that their maintenance department failed to ask investigative questions when issues were raised by the tenants. This resulted in the landlord paying for repairs to heating systems, beds and bathrooms that it was later found out that the tenants were liable for because the damage was caused during a number of house parties that was held at the property.
- Keatons have accepted that they failed to act appropriately when informed of anti social behaviour by the incumbent tenants by both the landlord and managing agents acting on behalf of the freeholder.
- Keatons have accepted that the 'Inspections' offered as part of their sales materials are in fact 'basic with a short report'. After the tenancy completed it was claimed that more thorough mid-term inspections with detailed reporting can be arranged but these should be carried out by an external inventory company at an additional cost. It was accepted that this was never explained and is not clear from their sales materials.
- Keatons have accepted that rent arrears procedures were not followed (in terms of sending the correct letters at the right points) which again impacted my ability to recover the deposit held by the TDS.
- Keatons have accepted that they incorrectly calculated their fees and failed to return the amount due when the error was identified by the landlord. They have also accepted that they failed to return an overpayment in fees. This is where they withehld 12 months worth of fees when the tenancy was teminated after 7 months.
It was only after an official compliant, escalation to the head office and the threat to involve ARLA were these issues taken seriously and appropriately addressed.
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Latest Reviews
15th Dec 2023
reviewed by 'Camilla Castle'
6th Sep 2021
reviewed by 'Mei'
8th Mar 2021
reviewed by 'Kyu Lim'
27th Feb 2021
reviewed by 'Rafał'
Opening Hours
Address
Keatons
397-399 Mile End Road
Bow,London
Greater London
E3 4PB
020 8981 7788
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 89% | 100% | £300,000 | £8,500,000 |
| Lettings | 80% | 85% | £1,100 | £2,700 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 4 | 1 | 32 | 12 | 19 | 2 | 12 | 0 | 2 | 1 |
Areas covered
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Latest Properties
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Dec 15,2023
Dec 15,2023
2
people found
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Absolutely awful estate agents. Couldn’t fix basic issues in our flat, they use awful tradesmen who literally cause more damage than they fix. Keatons served a us section 21 notice on a Friday afternoon two days after a flood in our flat. No willingness to ...
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Sep 06,2021
Sep 06,2021
0
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Oscar is an amazing letting agent. He is very patient and polite during the viewing. Unfortunately I did not manage to secure the property, he gave me a call sent me a few other properties. Very professional and efficient service!...
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Mar 08,2021
Mar 08,2021
0
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This is the first time I found a place through an agency and Billy Haspineall was really helpful from start to end. He replied quickly even in his off time and friendly and nice all the time. Really impressed by his hard work and I'm ...
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Feb 27,2021
Feb 27,2021
0
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Justine is simply the best! All our questions were answered quickly, politely and with all the details what made renting stress free. Highly recommend!...
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Jul 06,2020
Jul 06,2020
0
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Easily the dodgiest agent I had to rent trough in London in 5+ years.
1) they told the landlord amid coronavirus that rental prices didn't change
2) they kept marketing me OTHER properties at discounted prices whilst doing this
3) they were incredibly unhelpful in terms of solving house ...
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Feb 17,2020
Feb 17,2020
0
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Billy was exceptionally helpful, friendly and easy to communicate with. Got us a viewing appointment quickly and was very knowledgeable. Also helped us with deep cleaning and amenities. Highly recommended!...
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Feb 12,2020
Feb 12,2020
0
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Certainly the best estate agents in the Bow and Mile End areas, at least. Very impressed with David Easton, who came to value my property, with Henry Chisholm who secured the sale extremely efficiently (within a couple of weeks); and with Jon Taylor who was ...
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Jan 31,2020
Jan 31,2020
0
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My husband and I were searching for a house through several agencies and online when we met Lak Singh at one viewing, but then unlike ALL other estate agents, he was amazing and found us (as cheesy as it sounds) our dream home! He called ...
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Jan 08,2020
Jan 08,2020
0
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i have dealt with Keatons and Oliver Cruikshank for many years.
The service and friendliness from Oliver and the team is impeccable....
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Nov 18,2019
Nov 18,2019
0
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Excellent experience with Keaton, these guys really care about helping you finding the right place for you at the right price. Billy is a top guy and has been immensely helpful, he's driven me to two properties on the same evening and made the process ...
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Nov 18,2019
Nov 18,2019
0
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Billy sorted us out with back to back viewings throughout the day. He was kind, upbeat and as a true Londoner himself , he had a solid understanding of the current market and the city. All in all, he has restored my faith in estate agents. ...
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Nov 07,2019
Nov 07,2019
0
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I've had the best experience with Keatons, everything was completely clear from the start thanks to Billy, and the service and support has been brilliant the whole way through. There's been full transparency on the process and procedure, which is the best way to start ...
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Oct 31,2019
Oct 31,2019
0
people found
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I am very impressed with the professionalism of the agency and in particular - Billy.
I was shown 2 properties over 24 hours - both very much fitting my criteria ( which might have been just luck of availability); but nonetheless Billy was both honest, acknowledging my concerns ...
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Oct 18,2019
Oct 18,2019
0
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Thanks to Billy, he deserved more then 5 stars! We were able to get a flat we wanted so much, but we waited long time for the company's steps, there were many new complications to the last moment, the time of receiving the apartment was moved ...
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Oct 05,2019
Oct 05,2019
0
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Justine Reynolds was very helpful at every step of the process, always answering my questions very promptly, and very friendly. Fantastic service, highly recommended....
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Oct 03,2019
Oct 03,2019
0
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Prompt responses. Always willing to help. Friendly, great service. Billy was extremely professional and made the entire process straightforward and stress free....
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Sep 30,2019
Sep 30,2019
0
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Keatons provided a fabulous service and our agent was available to contact at all times.
Made the moving house experience easy and stress free....
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Sep 27,2019
Sep 27,2019
0
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I had a great experience dealing with Alex and Billy.
There was a quick response and large degree of flexibility with respect to my own schedule.
Both gentlemen were professional and courteous, unfortunately this does not allow me to leave a 5 star review.
The property ...
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Sep 27,2019
Sep 27,2019
0
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Billy has been extremely helpful in the process of renting a property; from the viewing stage all the way through to the negotiation and referencing. Very professional and amicable the whole time....
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Sep 26,2019
Sep 26,2019
0
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We worked with Lak on finding our dream home, he worked with us to understand our needs and was always prompt in responding to any queries we had. Thanks to him we found our perfect property!...
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Sep 24,2019
Sep 24,2019
0
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I worked with Billy from Keatons. He was professional, from arranging the viewing to getting the contract settled within a very short time frame. I would definitely recommend working with him....
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Sep 21,2019
Sep 21,2019
0
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Lak helped us find our first house, though out the process he has always been very helpful and flexible whenever we wanted to see the property and find out any information....
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Sep 20,2019
Sep 20,2019
0
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After our house was burgled, Joseph Harvey was the first to respond and has been extremely considerate, careful and adept at his job in a way we have not experienced with previous agents. He went above and beyond meeting our needs and ensuring that we ...
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Sep 20,2019
Sep 20,2019
0
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Joseph has been my main point of contact about our dishwasher breaking down. He has been responsive and attentive, and has quickly collaborated with me to get this issue sorted. He has also assisted us in other queries that aren't related to the original assignment ...
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Sep 18,2019
Sep 18,2019
0
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I partnered with Keaton's to help me with the sale of my property in Bethnal Green. From the moment they began working with me, it was a real treat. I worked very closely with Lak Singh who guided me through the process and helped me ...
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Sep 07,2019
Sep 07,2019
0
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Justine was excellent throughout the whole letting process, assisting us in numerous ways. This made up for a few delays and mistakes from other members of Keatons staff and helped the process run smoothly....
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Aug 28,2019
Aug 28,2019
0
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Billy Haspineall was fantastic in every way, he dispelled any negative stereotypes we may have had about letting agents.The service was above our expectations in so many ways; open and upfront at the viewing, out of hours swift replies to emails and a relaxed ...
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Aug 22,2019
Aug 22,2019
0
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We had a tall order and Lak Singh absolutely delivered on everything. He listened to our requirements and showed us properties that ticked all of our boxes. We had to see quite a few but he was patient and now we have our dream home. ...
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Aug 22,2019
Aug 22,2019
0
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Great agent who goes the extra mile and always kept us informed. The process of renting is really straight forward and digital so can be completed from anywhere....
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Aug 21,2019
Aug 21,2019
0
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Billy was incredibly helpful and in every aspect professional during the entire process. Thanks to Billy and Keatons exceptional service we found our perfect property suited to our requirements....
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Billy
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 10:31 AM 11/01/2018 by Claire Mardle
