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“Disorganised, unfrofesional and disgraceful service! A property became available on 23......”
Aug 08,2017
Aug 08,2017
1
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Disorganised, unfrofesional and disgraceful service!
A property became available on 23rd June 2017. We contacted the agency on said day that the previous tenants gave their notice and it was published on the website. We were informed that we couldn't view it due to the tenants still living in the property, we made regular enquiries throughout this time. The date the tenancy was up we contacted the agency again to enquire and organise a viewing. We were then informed that repairs were needed on the property so we were unable to view it. Yet again we passed on our contact details and someone would get in touch when the property became available. Proceeding this, some time had passed and still no telephone calls were received regarding the release date for viewings. I then contacted the agency again, I spoke to numerous staff who all took my details and my mother in law's details, every single time we made contact. On Friday 4th August, I made contact again. I was informed that the property had 'just' been made available and no one had viewed the property to date. This led onto my mother in law organising a viewing for the following, Tuesday 8th August at 11.30am. During my call on the Friday, I declared that I was available at any time for viewing, including that day. I also wished to pay the £70 in order for the nessesary checks to take place. Eledgedly this is against their policy, and I was required to conduct a viewing before any monetary values could be paid. I was also informed that their "properties weren't on a first come first served basis", infact if was at the discretion of the agency as to who the property should be assigned to. Regardless if more than one prospected tenant declared an interest and paid the nessesary fees.
Today is Tuesday 8th August. This morning, to my dismay, I received a telephone call from my mother in law, declaring that the viewing had been cancelled from the agency. Eledgedly, another prospected tenant had started an application, evidently completely wasting my time. With this information I contacted the agency and questioned their policies and procedures? Why we were never contacted when the property became available?....Despite numerous telephone calls, leaving our details. Why we were outrightly lied to and all of the information we were given was a complete fabrication? All of the information was contradictory, therefore didn't marry up with the actul processes involved.
It is my belief that we are not alone in our somewhat of a nightmare of experiences. This clearly needs investigated. Perhaps their staff need re-trained on their own policies and procedures and how to effectively deliver them with integrity. This has been a complete waste of my time. The only area that I can positively acknowledge, was the professional manner in which Katie dealt with my complaint. She did apologise and attempted to sympathise for the events that had unfolded and for the error in the system. As to why we were not contacted when the property became available. She was calm and collected and attempted to alleviate my concerns. The information that she was sharing was not what I wanted to hear, I did listen to her and took on board what she was saying. Katie appears to posses excellent interpersonal skills, I'm surmising she will go far within the company. However, this does not explain their failings and wrong doings. With this, unfortuantly we are now back to the drawing board, with regards to finding a suitable property.
A property became available on 23rd June 2017. We contacted the agency on said day that the previous tenants gave their notice and it was published on the website. We were informed that we couldn't view it due to the tenants still living in the property, we made regular enquiries throughout this time. The date the tenancy was up we contacted the agency again to enquire and organise a viewing. We were then informed that repairs were needed on the property so we were unable to view it. Yet again we passed on our contact details and someone would get in touch when the property became available. Proceeding this, some time had passed and still no telephone calls were received regarding the release date for viewings. I then contacted the agency again, I spoke to numerous staff who all took my details and my mother in law's details, every single time we made contact. On Friday 4th August, I made contact again. I was informed that the property had 'just' been made available and no one had viewed the property to date. This led onto my mother in law organising a viewing for the following, Tuesday 8th August at 11.30am. During my call on the Friday, I declared that I was available at any time for viewing, including that day. I also wished to pay the £70 in order for the nessesary checks to take place. Eledgedly this is against their policy, and I was required to conduct a viewing before any monetary values could be paid. I was also informed that their "properties weren't on a first come first served basis", infact if was at the discretion of the agency as to who the property should be assigned to. Regardless if more than one prospected tenant declared an interest and paid the nessesary fees.
Today is Tuesday 8th August. This morning, to my dismay, I received a telephone call from my mother in law, declaring that the viewing had been cancelled from the agency. Eledgedly, another prospected tenant had started an application, evidently completely wasting my time. With this information I contacted the agency and questioned their policies and procedures? Why we were never contacted when the property became available?....Despite numerous telephone calls, leaving our details. Why we were outrightly lied to and all of the information we were given was a complete fabrication? All of the information was contradictory, therefore didn't marry up with the actul processes involved.
It is my belief that we are not alone in our somewhat of a nightmare of experiences. This clearly needs investigated. Perhaps their staff need re-trained on their own policies and procedures and how to effectively deliver them with integrity. This has been a complete waste of my time. The only area that I can positively acknowledge, was the professional manner in which Katie dealt with my complaint. She did apologise and attempted to sympathise for the events that had unfolded and for the error in the system. As to why we were not contacted when the property became available. She was calm and collected and attempted to alleviate my concerns. The information that she was sharing was not what I wanted to hear, I did listen to her and took on board what she was saying. Katie appears to posses excellent interpersonal skills, I'm surmising she will go far within the company. However, this does not explain their failings and wrong doings. With this, unfortuantly we are now back to the drawing board, with regards to finding a suitable property.
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Opening Hours
Address
NGU Homelettings & Sales
469-471 Durham Road
Gateshead
Tyne & Wear
NE9 5EX
0191 491 0344
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 95% | 95% | £24,000 | £245,000 |
| Lettings | 85% | 95% | £292 | £4,000 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 117 | 3 | 129 | 14 | 33 | 1 | 17 | 0 | 25 | 2 |
Areas covered
- The entire North East including Tyne & Wear, Teeside & Darlington
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Feb 22,2023
Feb 22,2023
2
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AVOID AVOID AVOID I have been an NGU tenant for 2 years. From the day I viewed the property has been a disaster. I was lied to during the viewing by *. She told me the house was owned by ngu so the housing stability i so ...
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Oct 12,2022
Oct 12,2022
1
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Total slumlords of the highest calibre.
NGU like to give the impression they are professional and provide outstanding service, however the only place they leave you standing is out in the Cold while they twiddle their thumbs over maintance issues, only to later try and ...
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Apr 11,2022
Apr 11,2022
4
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This company literally deserves MINUS 10 stars!
Horrendous, do not even be fooled by how nice they “try” to come across. This company has failed to repair anything in my house in the full 3 years I've lived here. I have no access to use my cooker ...
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Apr 06,2022
Apr 06,2022
0
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I need to thank Katie Wybrant for her incredible work fixing quickly an ugly situation with my property which was messed up by a previous agent.
The situation gave me stress to the point of making me unwell.
From the moment Katie took over, It ...
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Mar 01,2021
Mar 01,2021
2
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Viewed a property the other week and said on the day of viewing I'm really interested in it and basically said I'll have the property to rent, to then get told to ring the office and say I'm interested and for atleast 3-4times of ...
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Feb 10,2021
Feb 10,2021
0
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Amazing service by Katie helped me every step of the way and kept us informed which made the whole experience so much easier. Would defiantly recommend any one to go with Ngu Lettings they are professional and helpful!!...
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Jan 18,2021
Jan 18,2021
0
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NGU have managed and sold my property with a sitting tenants.
Typically there were conveyancing issues, Sarah Donnison handled all the issues promptly, more often than not the same day. Sarah consistently kept me up to date with the sale process...
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Oct 02,2020
Oct 02,2020
0
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Can i say big thank you to JASMINE for all your help in regards to viewing a property . If was long process getting a viewing but lovely Jasmine kept me updated at all times. Thanks again girls . and to Chris for attending the property to ...
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Sep 24,2020
Sep 24,2020
1
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AVOID AT ALL COSTS COWBOY LETTING AGENCY
LEAVE YOU WITH REPAIRS FOR 6 MONTHS, IGNORE CALLS, IGNORE REPEAT VOICEMAILS AND EMAILS
ESCALATING TO ENVIRONMENTAL HEALTH...
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Jun 29,2020
Jun 29,2020
1
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I've had 2 properties from ngu home lettings , what an amazing team with a outstanding service , Katie wybrant worked tirelessly to make sure the property was what I needed and helped endlessly with every question and query, would highly recommend to anyone looking for a property...
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Feb 11,2020
Feb 11,2020
1
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Terrible maintenance service. We have been without hot water for, so far, six days. We have had plenty of unfulfilled promises of call backs but, as yet, no sign of a plumber. Naturally, it's not their fault; "we're just the middle man" and "we've tried ...
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Nov 02,2019
Nov 02,2019
1
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Think this company is an absolute disgrace. Had a viewing booked today which took me over an hour to get to. They tried to call me b
20 minutes before my viewing while I was driving and because I didn't answer they cancelled my viewing even ...
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Oct 01,2019
Oct 01,2019
0
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Sam was a great help and addressed issues within a timely manner. Brilliant customer service and look forward to dealing with her in the future....
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Sep 13,2019
Sep 13,2019
1
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Absolutely disgusting service, don't even know how they're still running! Me and my son had a house fire which was accidental. Once I gave back the keys Chris text me saying 'the landlord wants to keep the deposit(I was going to allow him to ...
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Mar 12, 2022
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Astonished and appalled at the introduction polocies , rude intrusive manner of the agent over the phone. Personal information was overboard in relation to the situation. Having dealt with agents for years I am absolutely certain these are off my list .
I have been both a landlord and a tenant in the past,; there is a mutual relationship which requires a level of respect and trust.
Unfortunately these guys fail at the first post.
Thanks but no thanks. ...
Nov 22,2018
Nov 22,2018
0
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The service I get from NGU is excellent, informative and fairly priced. I particularly like the bespoke service as we know with property, its never a one size fits all. The technology and statements are fantastic and they are always on hand for issues or ...
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Comment on agent fees
The fees are normal for estate agents but do reflect well in terms of the service received.
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Nov 22,2018
Nov 22,2018
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Really recommend them as we are happy with the service received, we were kept up to date the whole way through...
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Nov 19,2018
Nov 19,2018
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We have only been with NGU for a year as a tenant and so far we have no complaints. Any problems have been dealt with immediately...
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Nov 19,2018
Nov 19,2018
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Rachel Moody of NGU Home Lettings has continued to provide us with an excellent service. Answering all our landlord queries, not only promptly and professionally, but most importantly accurately. Rachel Moody is an asset to the company and we have great confidence in her, so ...
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Value for money.
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Nov 19,2018
Nov 19,2018
0
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Been a pleasure dealing with Katie and Chantelle for sourcing investment properties in the Newcastle/Sunderland market. Their local knowledge is helping me make the right decisions. Thanks for the service so far!...
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Reasonably competitive...
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Nov 19,2018
Nov 19,2018
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Katie and Chantelle have been very helpful with my move recently. They have made the process completely seamless and effortless and have happily answered any questions I had....
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Nov 16,2018
Nov 16,2018
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Would highly recommend NGU to anybody. Jasmine helped me move into my new home as quickly as she could and hassle free. Really great to deal with thank you...
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Competitive
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Nov 16,2018
Nov 16,2018
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Brilliant letting agency very grateful for NGU lettings helping us with the property we live in thanks so much NGU...
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Nov 15,2018
Nov 15,2018
0
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Swift communication, quick and efficient. Nice to see an estate agent picking up the phone and actioning tasks effectively, great job!...
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Nov 14,2018
Nov 14,2018
0
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Chantelle has been very accommodating and exceedingly helpful with the process of buying my first house. I genuinely felt she has my best interests at heart....
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Nov 12,2018
Nov 12,2018
0
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Agents were very friendly and happy to answer all of my questions (and I had quite a few of them). The application process was straight forward. And of course, the property I will be letting looks great and in a lovely area! Thank you!...
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Nov 10,2018
Nov 10,2018
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Donna is a fab asset to this branch. She's always on time when doing an inspection, keeps to her word for reporting any maintence issues....
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Nov 07,2018
Nov 07,2018
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We have used numerous agents in the past and would certainly recommend NGU. From day one the service we were given was excellent. They are very friendly and made the process very straightforward and were at the end of the phone whenever we needed them. ...
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Comment on agent fees
Fees were the standard with thre current market.
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Nov 07,2018
Nov 07,2018
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Chantelle has always been continuously in touch, chasing up matters on my behalf and ensuring that my interests are being looked after.
She has a pleasing manner and an approach that seeks to secure a result on my behalf....
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Very competitive
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Nov 07,2018
Nov 07,2018
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Chantelle has been a pleasure to deal with and has responded in a plesent and professional manner at all times....
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Nov 06,2018
Nov 06,2018
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Chantelle was very efficient and responded very quickly providing 5 star service. Chantelle kept be informed at every stage of the purchase....
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Landlord Fees
Tenant Management Service
£397.5 (inc. VAT), On Completion (Fees are negotiable)Empty Property - 100% vetted tenant with FREE management and lots more savings
We'll find you a perfect tenant - vetting, deposit registration and inventory
We'll pay for your EPC, Gas check, EICR, Smoke & CO Alarms
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
Complaints procedure
We always try to get things right first time but appreciate that this doesn`t always happen. As a first step it is often best to contact the person who dealt with the enquiry. They will know most about the matter and it maybe possible to sort out the problem straight away. If you are not satisfied with our first response please contact our operations manager Annelise Inglis via email [email protected]
If you find this matter has still not been resolved, please contact the Managing Director Chris Fitzakerley via email [email protected]
Last updated at 10:19 AM 29/04/2016 by allAgents
We always try to get things right first time but appreciate that this doesn`t always happen. As a first step it is often best to contact the person who dealt with the enquiry. They will know most about the matter and it maybe possible to sort out the problem straight away. If you are not satisfied with our first response please contact our operations manager Annelise Inglis via email [email protected]
If you find this matter has still not been resolved, please contact the Managing Director Chris Fitzakerley via email [email protected]
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