0% lettings valuation accuracy
56% lettings fee satisfaction
Nov 23,2016
Nov 23,2016
13
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this helpful
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Awful experience.
I found capital living through Spareroom.com. My current tenancy agreement was due to end so, subject to finding a new suitable place, I was happy to move out with immediate effect.
I was initially very impressed with the company and, more specifically, the properties they were renting. After expressing interest in a couple on Spareroom and attempting to arrange viewings, Capital arranged a Skype interview, after which I became a registered member. So far so good.
I viewed two properties the following Monday. I wasn't keen on the first but was very impressed with the second. To Capital Living's credit, they had done a fantastic job renovating the house. The furnishings were new and of high quality, with each room fitted with it's own TV and Sky.
Given that these were my first viewings in the London housing market since moving down a year and a half ago, I was understandably hesitant in regards to committing to a new property. After viewing some of Capital's other properties in Balham, as well as taking into consideration what else was on offer on Spareroom, I decided I was going to go for one of the properties I was initially shown. Before committing to the property, I was keen to view it for a final time. I messaged two of Capital's reps that coordinated my viewings the first time around to arrange a second viewing. However, I unfortunately found that one was busy with other viewings that night, with the other not replying at all. I immediately became concerned that the room in the property I was interested in was going to be taken by another prospective tenant. As such and, given that the property was on the way to where I play football, as well as the fact that I had previously met the tenants during my first viewing, I decided to pop-in myself. After the visit confirmed my desire to want to go with the house, I put down the non-refundable £300 that night to take the room off the market. Needless to say, I was very excited!
And this is regrettably when things began to take a turn for the worse.... The next day I received a call from one of Capital's reps whom I had previously met. She asked whether I had been to visit the property last night by myself, which I confirmed. She then explained that she thought it was 'inappropriate' for me to have done this, and that the other rep was 'shocked' and 'upset' by my actions. I was equally upset, angry and confused by this rebuke. Not only did I feel like I was being told off, but neither could I understand the logic behind her argument. I was, in essence, being criticized for trying to a view a room they were trying to sell me! Ridiculous. I had asked the other tenants whether they had minded me taking another look around and, recognizing me from before, they were more than happy to let me do so. At the end of the conversation I was told that my application for the room had been cancelled by the rep who had been ‘upset' and ‘shocked' and that I should ring her. This is where things got even worse.
A couple of hours later after being extremely upset that my tenancy application had been revoked, I gave the rep a ring. She initially seemed surprised that the other girl had asked me to call her, which I found bizarre within itself. When I asked why my tenancy application had been cancelled, I was told that they had had a similar experience in the past with a tenant who had turned out to be a 'bad egg'. Despite attempting to explain my actions (as above), the rep then began to churlishly criticize my own engagement in the house hunting process, citing that I was late for the first viewing I had with her (which was the case due to work overrunning, but I informed her of this on the day) and that I had not replied to all of her text messages (which I later checked and was not true) and that she had put in'so much' work for me. I really didn't know where to begin with this type of argument. For a start, it was actually her that had not responded to all of my messages and, when I quizzed her on this, she was appalled at the fact that I didn't know she wouldn't be available either because her colleague had responded to my text. Also, to chastise me in regards to not agreeing to a new tenancy because she had put a lot of work in is outrageous. A customer should neither feel obliged, nor pressured into a decision based on the volume of work somebody puts into them. After realizing how upset I was at the whole situation/exchange, she began to soften her approach a little, explaining that it was 'nothing personal' and that her company had 'procedures' that I should have adhered to when viewing the house i.e. that one of them should have been present or that I should have let one of them know I was going to view the house that evening. I had a hard time believing that it wasn't anything personal given her reasons for revoking my application, and I wouldn't be surprised if I wasn't the only person who hasn't known the company's ‘procedures'. She eventually resorted to saying that I 'wasn't listening' to what she was saying and that we should talk again in the morning 'once I had calmed down'. I never received a return call.
I can honestly say that this is the worst customer service I have ever experienced with a company. It left me shocked, upset, angry and very disappointed in the way I had been treated. If this was to be indicative of my experience with the company should I have signed a tenancy agreement, I very much feel that it was a blessing in disguise. Whilst I am sure many people have had great experiences with the company, and that my experience may not reflect yours should you go with them, please be wary of this company. I would hate to have someone go through what I went through! Do not recommend.
My message to the company. Be aware of how your reps are treating some of your customers. And remember that that is what they are!
I found capital living through Spareroom.com. My current tenancy agreement was due to end so, subject to finding a new suitable place, I was happy to move out with immediate effect.
I was initially very impressed with the company and, more specifically, the properties they were renting. After expressing interest in a couple on Spareroom and attempting to arrange viewings, Capital arranged a Skype interview, after which I became a registered member. So far so good.
I viewed two properties the following Monday. I wasn't keen on the first but was very impressed with the second. To Capital Living's credit, they had done a fantastic job renovating the house. The furnishings were new and of high quality, with each room fitted with it's own TV and Sky.
Given that these were my first viewings in the London housing market since moving down a year and a half ago, I was understandably hesitant in regards to committing to a new property. After viewing some of Capital's other properties in Balham, as well as taking into consideration what else was on offer on Spareroom, I decided I was going to go for one of the properties I was initially shown. Before committing to the property, I was keen to view it for a final time. I messaged two of Capital's reps that coordinated my viewings the first time around to arrange a second viewing. However, I unfortunately found that one was busy with other viewings that night, with the other not replying at all. I immediately became concerned that the room in the property I was interested in was going to be taken by another prospective tenant. As such and, given that the property was on the way to where I play football, as well as the fact that I had previously met the tenants during my first viewing, I decided to pop-in myself. After the visit confirmed my desire to want to go with the house, I put down the non-refundable £300 that night to take the room off the market. Needless to say, I was very excited!
And this is regrettably when things began to take a turn for the worse.... The next day I received a call from one of Capital's reps whom I had previously met. She asked whether I had been to visit the property last night by myself, which I confirmed. She then explained that she thought it was 'inappropriate' for me to have done this, and that the other rep was 'shocked' and 'upset' by my actions. I was equally upset, angry and confused by this rebuke. Not only did I feel like I was being told off, but neither could I understand the logic behind her argument. I was, in essence, being criticized for trying to a view a room they were trying to sell me! Ridiculous. I had asked the other tenants whether they had minded me taking another look around and, recognizing me from before, they were more than happy to let me do so. At the end of the conversation I was told that my application for the room had been cancelled by the rep who had been ‘upset' and ‘shocked' and that I should ring her. This is where things got even worse.
A couple of hours later after being extremely upset that my tenancy application had been revoked, I gave the rep a ring. She initially seemed surprised that the other girl had asked me to call her, which I found bizarre within itself. When I asked why my tenancy application had been cancelled, I was told that they had had a similar experience in the past with a tenant who had turned out to be a 'bad egg'. Despite attempting to explain my actions (as above), the rep then began to churlishly criticize my own engagement in the house hunting process, citing that I was late for the first viewing I had with her (which was the case due to work overrunning, but I informed her of this on the day) and that I had not replied to all of her text messages (which I later checked and was not true) and that she had put in'so much' work for me. I really didn't know where to begin with this type of argument. For a start, it was actually her that had not responded to all of my messages and, when I quizzed her on this, she was appalled at the fact that I didn't know she wouldn't be available either because her colleague had responded to my text. Also, to chastise me in regards to not agreeing to a new tenancy because she had put a lot of work in is outrageous. A customer should neither feel obliged, nor pressured into a decision based on the volume of work somebody puts into them. After realizing how upset I was at the whole situation/exchange, she began to soften her approach a little, explaining that it was 'nothing personal' and that her company had 'procedures' that I should have adhered to when viewing the house i.e. that one of them should have been present or that I should have let one of them know I was going to view the house that evening. I had a hard time believing that it wasn't anything personal given her reasons for revoking my application, and I wouldn't be surprised if I wasn't the only person who hasn't known the company's ‘procedures'. She eventually resorted to saying that I 'wasn't listening' to what she was saying and that we should talk again in the morning 'once I had calmed down'. I never received a return call.
I can honestly say that this is the worst customer service I have ever experienced with a company. It left me shocked, upset, angry and very disappointed in the way I had been treated. If this was to be indicative of my experience with the company should I have signed a tenancy agreement, I very much feel that it was a blessing in disguise. Whilst I am sure many people have had great experiences with the company, and that my experience may not reflect yours should you go with them, please be wary of this company. I would hate to have someone go through what I went through! Do not recommend.
My message to the company. Be aware of how your reps are treating some of your customers. And remember that that is what they are!
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Latest Reviews
3rd Oct 2023
reviewed by 'Chloe'
2nd Oct 2023
reviewed by 'NJ'
29th Nov 2022
reviewed by 'Ollie Trevers'
27th Oct 2021
reviewed by 'Ki Yo'
25th Jul 2021
reviewed by 'George'
Opening Hours
Address
Capital Living
Unit 6H Clapham North Arts Centre,26-32 Voltaire Road , London,
Clapham,London
Greater London
SW4 6DH
02080904044
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Lettings | 0% | 56% | £650 | £1,400 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 0 | 0 | 31 | 16 | 0 | 0 | 0 | 0 | 2 | 4 |
Areas covered
- SW6
- SW1
- SW18
- SW15
- SW4
- SW2
- SW17
- W4
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Oct 03,2023
Oct 03,2023
0
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Really good experience living here. Would recommend to anyone looking for a house share...
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Oct 03,2023
Oct 03,2023
0
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Lovely room, exactly what I need! No plans to leave....
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Oct 02,2023
Oct 02,2023
0
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Lovely room, great experience.
Karl has been incredibly helpful.
Would definitely recommend....
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Nov 29,2022
Nov 29,2022
0
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An absolutely abysmal company. I used Capital Living for just under a year and throughout my time there the house was completely neglected. We had countless problems with appliances not working, including our oven, leaving us with half an oven for almost five months and ...
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Oct 27,2021
Oct 27,2021
0
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I moved into the property towards the end of summer 2020, everything was going well... until... we were left for 2 weeks with no hot water & heating when it was 0 degrees outside. The agent were not quick to respond, did not treat the issue as if it ...
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Jul 25,2021
Jul 25,2021
2
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Fairly disappointed
- Empty house was a complete state when I arrived from previous tenants.
- Drains stink out the downstairs rooms and kitchen.
- TV in room didn't work, sky has very limited channels
- Windows broken, kitchen cupboards broken
- Oven, hob, toilet ...
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May 07,2021
May 07,2021
0
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Update: Following previous review, Adam got in touch to address issues outlined below with deposit. Acknowledged the break down in communications and has assured changes being made internally to rectify in the future, which was appreciated. In general, the rest of my time with CL ...
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Oct 12,2020
Oct 12,2020
4
people found
this helpful
this helpful
I lived with Capital Living for two and a half years. They are the worst Landlord I have ever had the displeasure of renting from.
Their claim to be a 'community' is completely false. In the 2.5 years I rented a room from them there was ...
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Aug 17,2020
Aug 17,2020
0
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With a last minute decision to move to London, I got in touch with Capital Living, after a positive recommendation that I received from a friend, and they helped me move over the weekend so that I begin my new job on Monday.
The house ...
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Jul 15,2020
Jul 15,2020
2
people found
this helpful
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I arranged a viewing with Capital Living then saw on their website they had increased all of their rental prices. They were unwilling to honour the original advertised price so I decided they were not a company I wanted to give my money to each ...
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Jul 23, 2020
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(1)
Hi Hollie,
Thank you for your time with us, it was lovely to meet you.
As discussed, due to the incredibly difficult period surrounding Covid-19, temporary measures were put in place to reduce the rent for certain rooms for a a fixed period. Like any business facing uncertainty, we had been attempting to gradually bring our prices back to their usual margin in order to keep afloat.
It was extremely unfortunate timing that the company made this decision the evening before your viewing, wh ...
May 19,2020
May 19,2020
0
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Absolutely shocking service during this difficult time. Capital Living are continuing to bring people into the houses to view rooms - for those viewing the rooms they have never asked their tenants if they have shown symptoms recently so they are putting you at risk ...
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Apr 06,2020
Apr 06,2020
3
people found
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this helpful
Tenant for 2 years - unimaginably bad service, stay away.
I wish I had the time to fully detail the constant bad service I (and the other tenants) experienced by Capital Living. I'll list them out as simply as possible -
- Mixed up the move-out ...
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Apr 06,2020
Apr 06,2020
3
people found
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I was very sad that Capital Living were not more supportive of a situation I found myself in recently and showed themselves to be more interested in profit than the physical and mental health of their tenants. I was one of seven living in a ...
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May 26, 2020
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Hi Izzy,
I am very sorry to read this review after we have just gone to considerable lengths to find you a replacement for your room and prematurely end your rental agreement.
As you know, the Covid-19 pandemic has been significantly difficult for everyone. Despite these unusual circumstances, we have tried to be as accommodating as possible to our members with the options we had available to us.
As an independent business who do not own the properties we manage, it was simply not a via ...
Dec 21,2019
Dec 21,2019
0
people found
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this helpful
Honestly ones of the worst experiences I've had attempting to rent in London, they try to rush you into paying a deposit and signing the contract (or as they call it, your 'membership agreement'), and become uncontactable between taking your holding deposit and signing on ...
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Jul 27,2018
Jul 27,2018
10
people found
this helpful
this helpful
It's a shame that the Capital Living experience is so awful because, in theory, they have a great business idea. Unfortunately their business model is heavily based around cost saving, rather than providing a good customer service.
Having to deal with Capital Living for 12 months ...
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May 10,2018
May 10,2018
8
people found
this helpful
this helpful
It is clear they do not know what they are doing. They don't know how to manage property. They have a great business concept and idea but such poor execution of it that it defeats any purpose because they do not have happy customers and ...
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Comment on agent fees
Bad - you are paying admin / fees etc. for a non existent service
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May 25, 2018
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Hi Sophie,
We have seen your feedback above and we're sorry to hear that you have not enjoyed your experience with Capital Living.
We believe that we are a small but strong team of five individuals who acquire a sound amount of knowledge of managing and maintaining properties. We have a great deal of Members who express their content with our service and how much they love being a part of our Capital Living community. Remaining professional and providing the best possible customer servic ...
Nov 23,2016
Nov 23,2016
13
people found
this helpful
this helpful
Awful experience.
I found capital living through Spareroom.com. My current tenancy agreement was due to end so, subject to finding a new suitable place, I was happy to move out with immediate effect.
I was initially very impressed with the company and, more specifically, ...
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Feb 23, 2017
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Hi Rich,
I firstly want to apologise for the way that the New Membership Team made you feel. I have spoken to the members of the team that you were in contact with to gain a wider understanding of what happened back in November.
I can wholeheartedly say there was nothing against you personally, you had been through the interview process and viewing with the team and we were ready to welcome you to the community with open arms. With the second viewing you wanted to organise on the day, we ...
Nov 14,2016
Nov 14,2016
1
people found
this helpful
this helpful
Brilliant team! Listened to my endless questions and created a plan that suited my difficult needs perfectly! Would recommend to all my friends!...
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Nov 11,2016
Nov 11,2016
1
people found
this helpful
this helpful
From the efficient and informative website to the professional, welcoming and proactive staff, Capital Living have made finding a place to live an easy, stress free and exciting process. In addition to the best customer service, their properties are beautiful, well maintained and organised. Thank ...
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Dec 05,2014
Dec 05,2014
1
people found
this helpful
this helpful
My time in the house was excellent, I am a bit disappointed to leave as the house was a perfect fit for me with the great room mates I shared it with, the location and ease of living (all bills inclusive).
Thank you and the ...
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Dec 01,2014
Dec 01,2014
8
people found
this helpful
this helpful
I moved in as a tenant as was very happy initially at the service that was offered when looking around the Capital Living properties. However, when it came to general maintenance, CL fell down. Jobs were being said were complete when they weren't, and problems ...
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What agent could do to change your mind?
Better customer service organisation on people moving in and out of the property repairs that are actually repairs, not cover ups transparency of costsAttached Filesnbsp;
Comment on agent fees
For what it is a single room, with a shared bathroom between 4 and a kitchen between 6 it is over priced.
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Jul 05,2013
Jul 05,2013
2
people found
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this helpful
I became part of the Capital Community 3 months ago and the house is slick with all mod cons, cleaner, fibre optic broadband and tv and recordable Sky in my room- what else do you need?
My housemates are all cool and we go out occasionally ...
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Jun 19,2013
Jun 19,2013
8
people found
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this helpful
I am so disappointed with capital as they seemed ok on the viewings but were so rude to us after we moved in and never wanted to send any one out to fix things ¢â‚¬â€œ they kept suggesting it was our fault and we should do ...
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Sep 12, 2013
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(2)
Hi Maria,
In view that we have had no contact from you since my response on the 24th June, we are forced to assume that, because we have no record of ever having you as a tenant, or any contact from you explaining your connection to Capital Living that this review is not genuine.
As previously stated, if you wish to get in contact with us to further discuss this matter, and indeed explain your review and who you are, it would be greatly appreciated. ...
Jun 17,2013
Jun 17,2013
4
people found
this helpful
this helpful
I am so impressed with Capital Living and the members of their team. Having stayed in multiple houses over a number of years, their properties are a great reflection on their company; well managed, clean and well stocked. A LOT nicer than other properties I ...
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Apr 18,2013
Apr 18,2013
3
people found
this helpful
this helpful
When I first searched for a house share in London online, I stumbled across Capital Living online, and was skeptical that the rooms truly were all inclusive, and that they were as modern, clean, and as nice as they were pictured online. I can sincerely ...
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Apr 16,2013
Apr 16,2013
1
people found
this helpful
this helpful
I lived in a CL property for 14 months whilst in London. They took care of everything, which a looked me to focus on my job and enjoying London life. They match the houses very well with people who will enjoy spending time with each other.
...
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Mar 21,2013
Mar 21,2013
1
people found
this helpful
this helpful
My fiancƒÂ© and I stayed at 68 Ringmer Avenue in early December 2012. We stayed in the attic bedroom, Suite 1, which was very comfortable and warm. The bathroom was clean with good finishes throughout.
We were warmly greeted by our host, Amy, who looked after us throughout ...
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Feb 19,2013
Feb 19,2013
1
people found
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this helpful
I have now lived in two Capital Living properties and both times my stay has been delightfull. The house is furnished to a high standard and all the tedious aspects of a regular house share are taken care of. I would highly recommend to anyone ...
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Nov 28,2012
Nov 28,2012
1
people found
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this helpful
After looking around a lot of properties I came across Capital Living. I had never head of this concept before and I was not sure about living with people that I didn't know.
I met with Richard; the lettings manager. He took me to see ...
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Oct 27,2012
Oct 27,2012
8
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The landlord for the Fulham property I looked at was also Richard White, I wonder maybe if he is showing the same room to a number of people?!
To begin with he was very charming and seemed clued up on the financials. I was told ...
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Nov 15, 2012
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Dear d692tb,
Thank you for your comment and feedback.
Our room reservation fee policy (non refundable) is clearly displayed on our website: http://www.capitalliving.co.uk/about-us
It is also normal for any tenant to pay a deposit and a month in advance before taking occupancy. Why are then confused about this?
We do also provide a free a welcome meal once you move in, this is clearly displayed on all our adverts and is meant to help you gel with your new housemates. This is not for ...
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
The Capital Living complaints procedure has been structured to ensure that any concerns are dealt with as quickly and efficently as possible:
1. Raise it verbally with the member of staff you are in communication with.
Concern still not resolved?
2. Write to the Managing Director of Capital Living at the office address.
Your complaint will be acknowledged within three working days of receipt and an investigation undertaken.
A formal written outcome of the investigation will be sent to you within 15 working days.
Last updated at 1:00 AM 01/01/1970 by
1. Raise it verbally with the member of staff you are in communication with.
Concern still not resolved?
2. Write to the Managing Director of Capital Living at the office address.
Your complaint will be acknowledged within three working days of receipt and an investigation undertaken.
A formal written outcome of the investigation will be sent to you within 15 working days.
I firstly want to apologise for the way that the New Membership Team made you feel. I have spoken to the members of the team that you were in contact with to gain a wider understanding of what happened back in November.
I can wholeheartedly say there was nothing against you personally, you had been through the interview process and viewing with the team and we were ready to welcome you to the community with open arms. With the second viewing you wanted to organise on the day, we cannot book in viewings on the day as we need to give notice to the current members, we are also usually booked up a couple of days in advance which is why we were unable to fit you in. The house you saw was very popular and so the rooms were going quickly which is obviously why you felt the pressure on it. We would have happily shown you around again but we were booked up for the time you wanted to see, had you have wanted to see it the following day then if there was space that would have followed the process of giving enough time to book it in.
The issues arose when you went and let yourself into the house on your own. For starters we're providing a service which is low hassle for the members, one of the key factors of that is if someone moves out then they do not need to go through the rigmarole of finding a new housemate and doing viewings with them. So you going to the house and having a current housemate show you around goes against everything we stand for. That coupled with you running late for your viewings the day before (we understand that people can't help being late but from what I gather you were very late) lead us to believe that perhaps you were not the right fit for the community.
We are always trying to better ourselves and learn from our mistakes and in the past we have had a member or two who have tried to view the house on their own and we've found as a housemate they don't share the same values as the other members, much of which comes down to respect. Now this could be a huge generalisation and in interview we clearly felt that you were aligned with us in what to look for in a housemate but the girls were just trying to learn from any issues in the past to ensure it doesn't happen going forward.
We genuinely hope you found somewhere great to call home and we're sorry it wasn't with us, we just have to ensure that procedures are followed to ensure that we have the right people joining our community.
Best of luck for the future.