80% lettings valuation accuracy
79% lettings fee satisfaction
Mar 28,2016
Mar 28,2016
3
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When we moved in to our new apartment, we noticed that the oven knob from the cooker was missing, and two of the other knobs were broken. No big deal, we thought, foolishly. That Wednesday I called our letting agency, Braemore, and started the 48 day process to replace our broken and missing cooker knobs, which did not end in getting our cooker knobs replaced (but it could have been worse, I just read the review below from the guy who was without a clothes washer for 53 days). I also kept a diary of our interactions with Braemore:
Day 1, February, Wed 10th â‚€‚“ Contacted Braemore and told them about the missing and broken knobs. Was asked if the oven still worked, or if there was something else wrong with it. I said that I believed it still worked, since it sparked, but I couldn't turn on the gas because of the missing knob. She said that she would raise an incident report for me and get back in touch.
Day 3, Fri 12th â‚€‚“ Hadn't heard from Braemore, so my wife called them. Was told that the report had been raised, but not â‚€‚Ëœactioned'. They did this on the phone and we were told they'd be in touch.
Day 6, Mon 15th â‚€‚“ No word from Braemore by the afternoon, so I put myself on break to call. Was told that the person handling the case was away from her desk, but he'd leave a note to call and give us an update.
Day 7, Tues 16th â‚€‚“ Two missed calls from Braemore, was too busy to return them.
Day 8, Wed 17th â‚€‚“ Called Braemore that morning and spoke to the person assigned to the property, one of the Stephanies, who had been on annual leave until yesterday. She said that she would email the landlord, and then arrange for someone to come and see the property in the next 3 to 5 days.
Day 13, Mon 22nd â‚€‚“ Five days since Braemore's last contact, my wife got an email from Stephanie asking her to list everything that was wrong with the cooker and what exactly needed to be looked at or replaced. Not being a certified gas engineer or electrician, my wife nonetheless told them about the cooker knobs.
Day 16, Thurs 25th â‚€‚“ Email from engineer Email from engineer asking for a confirmation for the appointment next Monday. I responded saying yes, please, just let yourself in with the letting agency's key.
Day 20, Mon 29th â‚€‚“ Engineer visited and replaced the two broken knobs with temporary knobs, which make it look like our cooker has had some form of corrective surgery. Left us a message on one of our paper towels saying that they would overnight the permanent knobs to us. Unsure as to whether we are to fit these knobs ourselves. The oven was not mentioned.
Day 22, March, Weds 2nd â‚€‚“ Called Braemore about the overnighted knobs. Spoke to Paul who read the work order for the engineer. Confirmed that three replacement knobs were on the report, but that it said nothing was on it about the oven. Said that he was putting in a new work order which he read back to us, saying that the oven needed technical attention.
Day 24, Fri 4th â‚€‚“ Called Braemore who said that the work order had been assigned to Emma, but that she was away on annual leave.
Day 27, Mon 7th â‚€‚“ Called Braemore, the landlord had written back saying that it was okay for the engineer to revisit to check the oven this time.
Day 35, Tues 15th â‚€‚“ Nothing from Braemore in the last week, in which we had been too busy to chase them up. The office is closed after working hours, so we logged into the website to try to raise a work order that way. Saw that there was a complaints page so decided to lodge a complaint instead. Listed the entire train of events described above.
Day 36, Weds 16th â‚€‚“ Got an email from Emma, now back from annual leave, saying that she was on the case, she understood we had every right to be upset and that she would be as well, and that she was doing everything that she could to get the cooker fixed or replaced, if necessary. She gave us her direct line number and said that she would call us either tomorrow or the next day, once the three knobs were delivered from the manufacturer. Things are looking up!
Day 37, Thurs 17th â‚€‚“ Visit from the engineer, let a message saying â‚€‚Ëœthe spark' needed replacing, but in the meantime, we can light the oven with a match. This was confusing because the oven visibly sparked when you pressed the button, but the reason we couldn't turn it on was because there was no oven knob, and matches couldn't help with that.
Day 38, Fri 18th â‚€‚“ Emma hadn't called by the end of the day.
Day 41, Mon 21st â‚€‚“ Talked to Emma, she said that â‚€‚Ëœthe spark' was a piece that was difficult to find and replace, but they were calling the landlord to get his approval and order the part.
Day 44, Thurs 24th â‚€‚“ Got a call from Emma saying that they've decided to just replace the whole cooker. They have already ordered one which will be delivered to them on Saturday, and installed at our apartment on Monday.
Day 48, Mon 28th â‚€‚“ Nearly seven weeks after initial contact with Braemore, two men came to install a fairly cheap cooker in the place of a perfectly functioning one that was just missing an oven knob, and needed two others replaced.
Day 1, February, Wed 10th â‚€‚“ Contacted Braemore and told them about the missing and broken knobs. Was asked if the oven still worked, or if there was something else wrong with it. I said that I believed it still worked, since it sparked, but I couldn't turn on the gas because of the missing knob. She said that she would raise an incident report for me and get back in touch.
Day 3, Fri 12th â‚€‚“ Hadn't heard from Braemore, so my wife called them. Was told that the report had been raised, but not â‚€‚Ëœactioned'. They did this on the phone and we were told they'd be in touch.
Day 6, Mon 15th â‚€‚“ No word from Braemore by the afternoon, so I put myself on break to call. Was told that the person handling the case was away from her desk, but he'd leave a note to call and give us an update.
Day 7, Tues 16th â‚€‚“ Two missed calls from Braemore, was too busy to return them.
Day 8, Wed 17th â‚€‚“ Called Braemore that morning and spoke to the person assigned to the property, one of the Stephanies, who had been on annual leave until yesterday. She said that she would email the landlord, and then arrange for someone to come and see the property in the next 3 to 5 days.
Day 13, Mon 22nd â‚€‚“ Five days since Braemore's last contact, my wife got an email from Stephanie asking her to list everything that was wrong with the cooker and what exactly needed to be looked at or replaced. Not being a certified gas engineer or electrician, my wife nonetheless told them about the cooker knobs.
Day 16, Thurs 25th â‚€‚“ Email from engineer Email from engineer asking for a confirmation for the appointment next Monday. I responded saying yes, please, just let yourself in with the letting agency's key.
Day 20, Mon 29th â‚€‚“ Engineer visited and replaced the two broken knobs with temporary knobs, which make it look like our cooker has had some form of corrective surgery. Left us a message on one of our paper towels saying that they would overnight the permanent knobs to us. Unsure as to whether we are to fit these knobs ourselves. The oven was not mentioned.
Day 22, March, Weds 2nd â‚€‚“ Called Braemore about the overnighted knobs. Spoke to Paul who read the work order for the engineer. Confirmed that three replacement knobs were on the report, but that it said nothing was on it about the oven. Said that he was putting in a new work order which he read back to us, saying that the oven needed technical attention.
Day 24, Fri 4th â‚€‚“ Called Braemore who said that the work order had been assigned to Emma, but that she was away on annual leave.
Day 27, Mon 7th â‚€‚“ Called Braemore, the landlord had written back saying that it was okay for the engineer to revisit to check the oven this time.
Day 35, Tues 15th â‚€‚“ Nothing from Braemore in the last week, in which we had been too busy to chase them up. The office is closed after working hours, so we logged into the website to try to raise a work order that way. Saw that there was a complaints page so decided to lodge a complaint instead. Listed the entire train of events described above.
Day 36, Weds 16th â‚€‚“ Got an email from Emma, now back from annual leave, saying that she was on the case, she understood we had every right to be upset and that she would be as well, and that she was doing everything that she could to get the cooker fixed or replaced, if necessary. She gave us her direct line number and said that she would call us either tomorrow or the next day, once the three knobs were delivered from the manufacturer. Things are looking up!
Day 37, Thurs 17th â‚€‚“ Visit from the engineer, let a message saying â‚€‚Ëœthe spark' needed replacing, but in the meantime, we can light the oven with a match. This was confusing because the oven visibly sparked when you pressed the button, but the reason we couldn't turn it on was because there was no oven knob, and matches couldn't help with that.
Day 38, Fri 18th â‚€‚“ Emma hadn't called by the end of the day.
Day 41, Mon 21st â‚€‚“ Talked to Emma, she said that â‚€‚Ëœthe spark' was a piece that was difficult to find and replace, but they were calling the landlord to get his approval and order the part.
Day 44, Thurs 24th â‚€‚“ Got a call from Emma saying that they've decided to just replace the whole cooker. They have already ordered one which will be delivered to them on Saturday, and installed at our apartment on Monday.
Day 48, Mon 28th â‚€‚“ Nearly seven weeks after initial contact with Braemore, two men came to install a fairly cheap cooker in the place of a perfectly functioning one that was just missing an oven knob, and needed two others replaced.
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Mar 29, 2016
Dear Ross, We are really sorry to hear this. We have started an investigation to get to the bottom of why this took so long to get fixed. We take our customer service very seriously and are disturbed that we have maded you feel this way. The Braemore Team
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Braemore Sales & Lettings
92 Morningside Road
Edinburgh
City of Edinburgh
EH10 4BY
01316246666
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Lettings | 80% | 79% | £275 | £3,000 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 129 | 23 | 340 | 84 | 68 | 0 | 12 | 0 | 24 | 5 |
Areas covered
- EH11
- EH10
- EH12
- EH9
- Morningside
- EH8
- Old Town
- EH7
- New Town
- EH6
- East Lothian
- EH5
- West Lothian
- EH4
- Mid Lothian
- EH3
- Fife
- EH2
- EH1
Services offered
- Sales
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- Block Management
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- Conveyancing
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Dec 22,2022
Dec 22,2022
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Braemore's cost of repairs are mouth-watering & they probably make more money than landlords. Braemore would not return keys on termination of tenancy as they tried to infer outstanding power bill was the landlord's responsibility. Braemore held the tenant's deposit, therefore this was nonsense. DO NOT ...
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Feb 24,2022
Feb 24,2022
1
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A complete shambles. One star is too many!
From a landlord's perspective I would advise avoiding at all costs. Terrible communication, poor administrative processes in place. Errors from them on HMO certification, informing landlord of impending tenant departure, and even passing rent on to landlord!
...
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Sep 30,2021
Sep 30,2021
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They were alright when living in the property just slow to respond and fix issues.
The worst part for me is that when I moved out and needed a reference they wanted to charge £24 for a reference letter. Can’t believe they get away with ...
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Sep 10,2021
Sep 10,2021
1
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AVOID AVOID AVOID AVOID AVOID
Braemore are the worst rental agency in Edinburgh.
They refuse to carry out repairs or any form of Maintenance at the properties they rent.
Due to lack of Maintenance and repair even after repeated emails and calls, I ended up ...
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Sep 01,2021
Sep 01,2021
1
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Avoid. From a tenants perspective, Braemore provides a miserable service with. extremely poor communication. Frequent mistakes made with no apology....
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Jul 09,2021
Jul 09,2021
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My experience with Braemore has been absolutely terrible! This agency is not worth the hassle and they really don't care about their tenants. Me and my flatmate experienced 2 weeks without hot water and no washing machine! Our property manager was absolutely useless when it came ...
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Jun 25,2021
Jun 25,2021
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Would give zero stars if I could. Terrible experience over a 5 year period. Had at least 4 different property managers, no one seemed to know any previous notes or emails, impossible to get answers from, never answered the phone. Had to chase parking company, electric company ...
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May 27,2021
May 27,2021
2
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Excellent service from Alex McKinlay and Donna Reape though they were dealing with owners who live abroad and were unable to visit Scotland due to the pandemic conditions. Both were easy to talk to and very efficient and always provided sound advice.
This was in ...
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May 11,2021
May 11,2021
3
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Anybody there?
I've come to Braemore by accident as my original agency was bought up by Braemore. And that's when the trouble started....
Information is only sporadically passed on. It's impossible to get hold of someone via phone. Emails are not answered, even when there ...
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May 18, 2021
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We have the exact same experience with Braemore. Its absolutely disgraceful and a NON existing customer service . I really don't understand it. We now stopped paying the rent , just to try to get some reaction from them , but even that does not seem to help . I have never experienced anything like it... ...
May 08,2021
May 08,2021
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I agree with all the shocking reviews. I was treated the same. I was with Alba fir years then back in 2019 the service was terrible.
When tenants left they were charging for cleaning and repairs which were not being carried out.
Check in reports were ...
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Mar 01,2021
Mar 01,2021
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As an overseas Landlord (at the other end of the world) it is great to have confidence that your agent is taking care of your property and tenant. I have found Michael to both responsive and considerate in reaching the high level of management I ...
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Reasonable for service being provided
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Feb 27,2021
Feb 27,2021
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My partner and I are currently securing a lease with Braemore and have thus far found the whole process to be simple and friendly.
I enquired about the property and within 24 hours, had two possible viewing dates. I met Paul Davis on site and was ...
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Dec 24,2020
Dec 24,2020
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We have a mouse infestation, and were told that because of the time of year, no pest control would be available until January. * told me that there is no such thing as emergency pest control, which I'm not sure is true. He also refuted that ...
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Nov 04,2020
Nov 04,2020
1
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Little adjustment of my original review left a year ago let's say...Now that tenancy experience is over I must share it with anyone interested to rent out with this agency. Even though this story may not come as a surprise to some of you ...
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Jun 13,2020
Jun 13,2020
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* incompetent and rude property manager who we paid to make our lives worse. Here is just a flavour of our experience:
- When moving in, we had an array of problems with the flat. We focused our attention on requesting that the broken table was ...
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May 29,2020
May 29,2020
3
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Braemore have let our property for many years efficiently and covered just what we needed at a competitive rate.
When it was time to sell they marketed the property excellently and managed the process in a timely manor....
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May 25,2020
May 25,2020
2
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Also had an appalling experience with this particular agency and property manager. Disgusted with the way he handled a significant problem at the beginning of the tenancy. Rude, passive aggressive tone for no reason at all; he won't take responsibility or help out - always ...
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Apr 30,2020
Apr 30,2020
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I have been letting my own home with Braemore for the past 12 years and in that time there have been no issues of concern - only 3 marketings and great tenants have been quickly found. The remarkable thing is that with Braemore Lettings - through their ...
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Apr 06,2020
Apr 06,2020
4
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Fergus was useless and rude. The worst property manager in my 7 years of renting. Do not go with Braemore if at all possible....
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Mar 30,2020
Mar 30,2020
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They may call themselves that but they couldn't let my flat for love nor money. Finally got rid of them and the new agent had a choice of two suitable tenants for me within one week. That was two and a half years ago and ...
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Mar 18,2020
Mar 18,2020
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Always has a prompt reply with solution .
Nothing a problem .
Easy to work with , a huge pleasure to have as my property manager.....
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Mar 17,2020
Mar 17,2020
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Always willing to assist , queries answered as soon as possible
nothing is to much trouble
If I email it is answered asap and my query is soon sorted
Thank you both...
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Mar 11,2020
Mar 11,2020
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I have been renting the flat for a few years. Always get help and support if needed. The flat manager very friendly and polite, good communication and they fix problems in a flat very quickly. Highly recommended....
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Mar 04,2020
Mar 04,2020
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My experience with Braemore was fantastic, I couldn't recommend their agency highly enough! Wonderful friendly & helpful staff, especially my property manager Alison McInnes, she was amazing. If there was such as thing as a 10 star rating here, they would get it!...
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Feb 29,2020
Feb 29,2020
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Lynne was extremely helpful and pleasant. Very clear and attentive sorted out everything for us with no waiting and no fuss...
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Feb 26,2020
Feb 26,2020
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Laura always got back to emails quickly and was informative, helpful and organised in helping me get my name on the tenancy. Thanks Laura....
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Jan 29,2020
Jan 29,2020
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Gill's service was awesome. She communicated effectively through email and was quick to respond to phone calls regarding any concerns. Gill was able to answer all questions and even asked fellow colleagues when questions were outside of her responsibility, making her an incredible problem-solver which ...
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Jan 19,2020
Jan 19,2020
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Professional, timely and efficient all while being pleasant and lovely. Highly recommend Lynne Moore, Helen McEwan and the Braemore Morningside letting team in finding your next family home....
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Jan 17,2020
Jan 17,2020
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Lynne Moore was very professional and efficient and responded very quickly to all emails. The whole letting process happened quickly and easily. I would definitely recommend Braemore Sales and Lettings....
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Jan 15,2020
Jan 15,2020
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Wow service,polite and efficient staff. Wonder and excellent timing. Right from the viewing through the tenancy process has being flawless because of the assistance provided by these staff. My family and I are sincerely grateful!!!...
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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.
Complaints Procedure
Braemore are committed to providing a professional service to all our landlords and tenants. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have a complaint, please put it in writing, including as much detail as possible.
If you have a complaint about our service, or about the service of a contractor or third party who we have instructed to provide goods or services in relation to a property owned by or occupied by you, please write down the details of your complaint and send it to:
Braemore, Orchard Brae House, Level 2, 30 Queensferry Road, Edinburgh, EH4 2HS or email:- [email protected], alternatively you can:
Fill in a complaints form
Braemore will respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
We will send you an email acknowledging receipt of your complaint within 3 working days of receiving it.
We will then investigate your complaint. This will normally be dealt with by the line manager who will review your file and speak to the member of staff who dealt with you. A formal written email outcome of our investigation will be sent to you within 15 working days of sending the acknowledgment email.
If at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
We will email you within 15 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
You may apply to the First-tier Tribunal for Scotland (Housing & Property Chamber) if we have breached the Scottish Letting Agent Code of Practice and you remain dissatisfied once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale. You can contact the Housing & Property Chamber at: -
4th floor, 1 Atlantic Quay, 45 Robertson Street, Glasgow, G2 8JB, Telephone: 0141 3025900. Details can be found at https://www.housingandpropertychamber.scot
Braemore is registered with the Scottish Letting Agent Register (registration number 22174) and is required to adhere to the Scottish Letting Agent Code of Practice which can be found at http://www.legislation.gov.uk/ssi/2016/133/schedule/made.
In accordance with the code we will retain (in electronic or paper form) all correspondence abut a complaint for five years.
Braemore is also a member of the Council of Letting Agents (www.counciloflettingagents.com) and you may invoke their complaints procedure if you remain dissatisfied once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale.
Braemore is a member of ARLA Propertymark (www.propertymark.co.uk) and you may invoke their complaints procedure if you remain dissatisfied once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale.
Braemore is also a member of The Property Ombudsman and you may request an independent review once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale.
You can contact The Property Ombudsman Ltd at:-
Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP, telephone: 01722 333 306. Details can be found at www.tpos.co.uk
Please note the following:- You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
Last updated at 2:09 PM 31/10/2017 by allAgents
If you have a complaint about our service, or about the service of a contractor or third party who we have instructed to provide goods or services in relation to a property owned by or occupied by you, please write down the details of your complaint and send it to:
Braemore, Orchard Brae House, Level 2, 30 Queensferry Road, Edinburgh, EH4 2HS or email:- [email protected], alternatively you can:
Fill in a complaints form
Braemore will respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
We will send you an email acknowledging receipt of your complaint within 3 working days of receiving it.
We will then investigate your complaint. This will normally be dealt with by the line manager who will review your file and speak to the member of staff who dealt with you. A formal written email outcome of our investigation will be sent to you within 15 working days of sending the acknowledgment email.
If at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
We will email you within 15 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
You may apply to the First-tier Tribunal for Scotland (Housing & Property Chamber) if we have breached the Scottish Letting Agent Code of Practice and you remain dissatisfied once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale. You can contact the Housing & Property Chamber at: -
4th floor, 1 Atlantic Quay, 45 Robertson Street, Glasgow, G2 8JB, Telephone: 0141 3025900. Details can be found at https://www.housingandpropertychamber.scot
Braemore is registered with the Scottish Letting Agent Register (registration number 22174) and is required to adhere to the Scottish Letting Agent Code of Practice which can be found at http://www.legislation.gov.uk/ssi/2016/133/schedule/made.
In accordance with the code we will retain (in electronic or paper form) all correspondence abut a complaint for five years.
Braemore is also a member of the Council of Letting Agents (www.counciloflettingagents.com) and you may invoke their complaints procedure if you remain dissatisfied once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale.
Braemore is a member of ARLA Propertymark (www.propertymark.co.uk) and you may invoke their complaints procedure if you remain dissatisfied once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale.
Braemore is also a member of The Property Ombudsman and you may request an independent review once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale.
You can contact The Property Ombudsman Ltd at:-
Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP, telephone: 01722 333 306. Details can be found at www.tpos.co.uk
Please note the following:- You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
