Keylet
Cathays, Cardiff, CF24
1.9/5, 54 reviews
24% recommended
67% lettings valuation accuracy
44% lettings fee satisfaction

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“I stayed in a flat managed by Keylet for 6 years, ......”

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Jul 30,2017
Minithumbdown
By: 'AS'
Jul 30,2017
4 people found
this helpful
I stayed in a flat managed by Keylet for 6 years, and while my maintenance issues were sorted fairly quickly, Keylet's unprofessionalism quickly surfaced at the end of tenancy.

The TDS (Tenancy Deposit Service) advises agents to return deposits to tenants within 10 days of the end of tenancy, however Keylet forces tenants to sign a contract giving themselves 30 days to return it (bearing in mind they keep the deposit money in their own bank account, collecting interest, and therefore want to keep as much as possible).

When questioned, Keylet says that they have 400 tenants to sort deposits out - however the TDS says this isnt the tenant's issue and Keylet should just do the common sense thing and hire more staff to process them.

The real issue for me was receiving my TDS Deposit certificate 2 years into my tenancy, stating that the deposit was registered with them over 13 months late. My contract stated it should have been registered within 14 days. This is completely illegal and breaches Keylet's own contract, and if they're willing to commit illegal acts with deposits, I dread to think how else they break the law.

My advice is to steer clear unless you're forced to deal with these unprofessional people who think they own your deposit money. If you do have to rent with them, keep everything in writing.

When I questioned the whereabouts of my deposit, my emails (to 3 people) were ignored. However interestingly, the minute I started sending emails to the managing director of the company (Emma Vidler), I suddenly received quick replies.

If you do need to send letters, again send them to the director (details found publicly on Companies House) and you may find your issues get sorted quickly.

As soon as I informed Keylet of their illegal practices and wrote to the director, my deposit was paid back the same day. However I know many other people who are still (one month after leaving) waiting for their money.

Finally - Keylets standard reply for reviews is to contact Lee Millard (operations director) - however I am still waiting for a reply about a complaint 3 years ago (apparently it got lost in the post) - so don't waste your time contacting him as he clearly doesn't actually care.
Comment on agent fees
1/4 rent plus VAT is absurd, £200 a year just to print out the previous year's contract and change the dates? You have a very high opinion of yourselves if you think it's worth that.
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By: Celyn
Aug 02, 2017
Hello, we are very sorry to hear of your review and as a valued tenant for 6 years we are sorry you feel that the end of the tenancy was not maintained to our professional standards that you had experienced during your tenancy. We appreciate the amount of bonds we are currently processing is not your concern, we have a housing team with members of staff committed solely to the deposits, however in light of your comments, we will look to improve by using additional resources in future. We understand your deposit has now been released in full to you, however, if you would still like to discuss the matter then please contact our head office. We would like to apologise for any inconvenience caused during the end of your tenancy. Thank You, Keylet.

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Latest Reviews

View all Reviews 54
28th Jul 2023
reviewed by 'James'
“Appalling, stay clear. Don't expect your deposit back. Exploiting students....”
22nd Jul 2023
reviewed by 'CP'
“Awful company, dirty student house, fire brigade said it was unsafe - lack of fire doors, tenants not refunded deposit ......”
8th Jul 2023
reviewed by 'Joanna'
“It I could rate this agency no stars, I would. My daughter and her 2 friend rented a flat in Roath, 1 ......”
1st Jan 2023
reviewed by 'Emily'
“AWFUL COMPANY!!! How is this company still legally able to operate? When we were searching for a place in Cardiff, ......”
7th Dec 2022
reviewed by 'Ana'
“Letting agencies is not usually the best, but I think I was just too lucky in my other experiences. Keylet ......”
31st Aug 2022
reviewed by 'Tenant'
“AVOID AT ALL COSTS!Went with Keylet- BIGGEST MISTAKE. We moved into our property and it was in grim condition- ......”
Opening Hours
  • Monday: 09:00 - 19:00
  • Tuesday: 09:00 - 19:00
  • Wednesday: 09:00 - 19:00
  • Thursday: 09:00 - 19:00
  • Friday: 09:00 - 19:00
  • Saturday: 10:00 - 17:00
  • Sunday: Closed
Address

Keylet
1a Mundy Place
Cathays,Cardiff
Cardiff County
CF24 4BZ
02920388399

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Performance statistics
Services Valuation Accuracy Fees Satisfaction Min Price of property reviewed Max Price of property reviewed
Lettings 67% 44% £275 £1,520
Review statistics
From Landlords From Tenants From Vendors From Buyers Other
0 2 13 38 0 0 0 0 0 1
Areas covered
  • CF24
Services offered
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Cardiff, CF10
Cathays, CF24

“Appalling, stay clear. Don't expect your depo......”

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Jul 28,2023
Minithumbdown
By: 'James'
Jul 28,2023
0 people found
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Appalling, stay clear. Don't expect your deposit back. Exploiting students....
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“Student property...”

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Jul 22,2023
Minithumbdown
By: 'CP'
Jul 22,2023
0 people found
this helpful
Awful company, dirty student house, fire brigade said it was unsafe - lack of fire doors, tenants not refunded deposit even though it was left in better condition than when they arrived. Company refuse to speak to anyone apart from lead tenant... Stay clear!...
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“It I could rate this agency no stars, I would......”

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Jul 08,2023
Minithumbdown
By: 'Joanna'
Jul 08,2023
1 people found
this helpful
It I could rate this agency no stars, I would. My daughter and her 2 friend rented a flat in Roath, 1 of whom moved out and her room was locked for the remaining 8 out of 12 month period. Prior to handing the key back at the end ...
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“AWFUL COMPANY!...”

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Jan 01,2023
Minithumbdown
By: 'Emily'
Jan 01,2023
0 people found
this helpful
AWFUL COMPANY!!! How is this company still legally able to operate? When we were searching for a place in Cardiff, we were initially quite pleased with the service in the office, but that was the last time we ever got good service from anyone working ...
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“Letting agencies is not usually the best, but......”

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Dec 07,2022
Minithumbdown
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Laura
By: 'Ana'
Dec 07,2022
0 people found
this helpful
Letting agencies is not usually the best, but I think I was just too lucky in my other experiences. Keylet is by far the worst letting agency I've been with. A few examples? - They came into the property without permission (that we noticed), and ...
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“AVOID AT ALL COSTS!Went with Keylet- BIGGES......”

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Aug 31,2022
Minithumbdown
By: 'Tenant'
Aug 31,2022
0 people found
this helpful
AVOID AT ALL COSTS! Went with Keylet- BIGGEST MISTAKE. We moved into our property and it was in grim condition- rubbish all over garden, house was dirty& quite clearly not cleaned, many items in the inventory were missing etc… the list goes on. However, it ...
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“This agency is the biggest sh*t and waste of ......”

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Aug 19,2021
Minithumbdown
By: 'Maria'
Aug 19,2021
3 people found
this helpful
This agency is the biggest * and waste of time there is in Cardiff and the whole of the UK. I regret the day I made a tenancy agreement with them. They are fraudsters and deadbeats. Many people have been ripped off by them, they are ...
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“They try to charge illegal agency fees, despi......”

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Aug 02,2021
Minithumbdown
By: 'Dee'
Aug 02,2021
4 people found
this helpful
They try to charge illegal agency fees, despite them being illegal since 2019 (2.5 years ago!). They were extremely keen to send a summary of the deposit via post, which I later learned is because this '' costs'' you £30, whereas an email is £12! Responding to an email ...
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“They are one of the worst agencies in Cardiff......”

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Jun 18,2021
Minithumbdown
By: 'Ali'
Jun 18,2021
3 people found
this helpful
They are one of the worst agencies in Cardiff. please don't choose to let with them. I am telling you for your own benefit. you would thank me....
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“Keylet harassed tenants and knowingly offered......”

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Jun 07,2021
Minithumbdown
By: 'Jessica'
Jun 07,2021
1 people found
this helpful
Keylet harassed tenants and knowingly offered them a dangerous home. They gave been terrible to deal with. This is an honest review - please avoid them!...
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“Beware! Keylet knew that some of their tenant......”

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Jun 05,2021
Minithumbdown
By: 'Nicki'
Jun 05,2021
1 people found
this helpful
Beware! Keylet knew that some of their tenants were abusive and violent but let rooms to my friends anyway, who were forced to leave because Keylet refused to act. Now Keylet is demanding rent for when my friends weren't even there, and threatening their families ...
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“An agency of fraudsters. They only care about......”

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May 19,2021
Minithumbdown
By: 'Sarah'
May 19,2021
10 people found
this helpful
An agency of fraudsters. They only care about your money and they don't mind tenants. They show you houses as if they were new, but then, you'll find a lot of broken things and they don't care about them. Also, Keylet is always threaten tenants ...
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“Locating property and service...”

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Nov 17,2020
Minithumbup
By: 'Pretesh'
Nov 17,2020
0 people found
this helpful
Had been struggling to find a property of decent quality and within a couple days Keylet called back and advised they have potentially found me the property I was looking for. Can't thank the enough for going out of their way. 10 out of 10...
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“I was served by Elis who works for Key Let an......”

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Nov 12,2020
Minithumbup
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Elis
By: 'Cerys'
Nov 12,2020
0 people found
this helpful
I was served by Elis who works for Key Let and i can honestly say his service was the best i've received when renting properties , he is extremely helpful , friendly and makes the whole process stress free. Elis really goes above and beyond for the ...
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“If you look at a Keylet property and there ar......”

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Nov 08,2020
Minithumbdown
By: 'Martha'
Nov 08,2020
1 people found
this helpful
If you look at a Keylet property and there are problems such as damp, don't accept their assurance it will be fixed. Get it in writing that it will be fixed before you move in. If it isn't in writing and it isn't fixed - ...
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“Informative and friendly...”

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Nov 04,2020
Minithumbup
By: 'Emily'
Nov 04,2020
0 people found
this helpful
Super pleased with the experience I’ve had with key let so far. They were helpful and explained everything in great detail, they were informative about the area and looked after me well! It was all round a positive encounter....
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“Only giving 1 star because 0 isn't an option...”

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Oct 16,2020
Minithumbdown
By: 'Aurora'
Oct 16,2020
1 people found
this helpful
I'm only giving 1 star because 0 isn't an option. Keylet are the most morally corrupt group of individuals I have ever had the displeasure of encountering. They tried to take £236 from my £500 bond when I moved out. £189 of this was for an 'overspend of utility bills'. ...
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“The most incompetent and malicious company I ......”

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Oct 10,2020
Minithumbdown
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Laura
By: 'Ildiko'
Oct 10,2020
1 people found
this helpful
The most incompetent and malicious company I have ever encountered. They essentially prey on students by unfairly deducting as much as they can from deposits. My fellow housemates and I have evidence that they falsify invoices and legal documentation to cover the fact that they ...
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“Horrific experience. absolute worst agency ......”

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Sep 30,2020
Minithumbdown
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Craig
By: 'Sian'
Sep 30,2020
1 people found
this helpful
Horrific experience. absolute worst agency ever. If you're renting with them, take pictures of EVERYTHING including the check in report!! I can't emphasise how important this is. Our house was absolutely filthy when we moved in and i reported this in the check in inventory ...
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“By far the wost experience I’ve ever had with......”

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Sep 30,2020
Minithumbdown
By: 'Sian'
Sep 30,2020
1 people found
this helpful
By far the wost experience I’ve ever had with a housing company. Moved into the propery and all no cleaners had been to the house so there was rotting food in the fridge and all cupboards, toilet broken, no chairs in lounge, broken desks, ...
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“The worst letting agents I have ever used...”

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Sep 22,2020
Minithumbdown
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Maria
By: 'Eliza'
Sep 22,2020
0 people found
this helpful
The worst letting agents I have ever used. Cathays branch don’t seem to know anything about letting properties, their customer service skills are non-existent and they are incredibly unhelpful. During our tenancy we had a water leak that we reported every few weeks for ...
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“Keylet are by far the most unprofessional com......”

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Mar 15,2020
Minithumbdown
By: 'Sam'
Mar 15,2020
2 people found
this helpful
Keylet are by far the most unprofessional company out of them all. The owners live to spend the company profit, the staff are treated poorly which represent the lack of enthusiasm, the landlords are promised a million things, whilst the tenants are left to struggle ...
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“Great houses with friendly advice, Jack is pa......”

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Feb 26,2020
Minithumbup
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Jack
By: 'Jack'
Feb 26,2020
1 people found
this helpful
Great houses with friendly advice, Jack is particularly helpful. The viewings were fun and helpful, easy to get everything sorted....
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“Rented the property for the 2019/2020 academic year. Informed in July ......”

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Jan 21,2020
Minithumbdown
By: 'Isabelle'
Jan 21,2020
4 people found
this helpful
Rented the property for the 2019/2020 academic year. Informed in July that there was substantial water damage to the property but would be resolved within the 2 months before all students moved in during September. It is now January 2020 and we have mould throughout the house, huge ...
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“If you're a student renting through KeyLet, e......”

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Aug 23,2019
Minithumbdown
By: 'Cardiff'
Aug 23,2019
5 people found
this helpful
If you're a student renting through KeyLet, expect nothing but problems when your tenancy comes to an end and you try to get your deposit back. KeyLet have no sense of urgency, respect or competence to be a letting agency. We've been charged £100 cleaning fees ...
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“Lee Millard the director of operation is a complete nightmare...”

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Aug 09,2019
Minithumbdown
By: 'Richard'
Aug 09,2019
7 people found
this helpful
As a Landlord with 2 properties with them I can say their level of service has very badly deteriorated over the past three years, weather you are a landlord or a tenant if you like peace of mind stay away from *. Despite the very poor service, ...
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“Cathays branch don't have a clue of what full......”

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Jul 19,2019
Minithumbdown
By: 'Sean'
Jul 19,2019
4 people found
this helpful
Cathays branch don't have a clue of what full managing of a property means. The Cardiff Bay Branch is instead good and deserves 5 star. Same company but two different experiences: do not entrust your properties to be rented by Keylet cahays or you will end ...
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“Stole my electric, had us live with water running through the roof, barged in on me naked - DO NOT USE...”

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Jul 10,2019
Minithumbdown
By: 'Natasha'
Jul 10,2019
7 people found
this helpful
Please please if you are a student in Cardiff do NOT let with Keylet. Our entire experience there has been a complete nightmare. In our second month at the property our kitchen wall was wet to the touch after it was left completely exposed and ...
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“Please Stay Away!...”

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May 11,2019
Minithumbup
By: 'Chris'
May 11,2019
4 people found
this helpful
Horrible - Damp wall never sorted! Customer service is non existent and once had the phone put down on me. Also took ages to get my deposit back and then they billed me for something that I didn't do. Please do not deal with Keylet!!! ...
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Comment on agent fees
You won't get your full bond back
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“Cathays...”

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May 07,2019
Minithumbdown
By: 'Unhappy'
May 07,2019
4 people found
this helpful
I can honestly say Keylet Cathays is the most useless and the poorest operating company I have ever dealt with. I strongly urge whoever is reading this to not use them as their agents. We have been with them for 2 years and they have made ...
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Comment on agent fees
BAD
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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.

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Last updated at 4:19 PM 17/07/2018 by Abbi Richards

Awards won by Keylet, Cardiff CF24 4BZ



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