67% lettings valuation accuracy
44% lettings fee satisfaction
Aug 29,2018
Aug 29,2018
4
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Where do I even begin? This is, without a doubt, the WORST letting agency you will ever find in Cardiff! Trust me, I have been forced to work with many agencies along the years, but I have never found one that is worse than Keylet. Do yourselves a favour and stay away, people!!
First of all, the property we got through them began to fall apart as soon as we moved in. Of course, their inventory stated that everything was brand new and in perfect condition. Except everything was not perfect. Lucky we paid attention and thoroughly updated the inventory to reflect the actual state of things. Otherwise, they would have had us pay for things we didn't break out of our deposit. (Always be careful with that!!)
Everything, and I do mean everything, in that house broke down throughout the year: washing machine, oven, toilet, boiler, sink, bathtub, extraction hood, doors. Everything. Keylet has a portal where tenants report these faults. How useful, right? Maybe for some it is, but in our case, whenever we reported something it just got ignored unless we put further pressure on them over the phone.
The toilet in our property was faulty from day one. We told them about this. We said we're no plumbers, but we suspect it had been poorly installed into the wall. They ignored us. Soon enough, it completely broke down. They sent someone who provided a temporary fix. A week later it was broken again. Same temporary fix. Again. Week by week our toilet kept breaking, for nearly 5 months!!! One time, we were left without a functioning toilet for 5 days. Needless to say, a house without proper sanitary installations is uninhabitable. But Keylet do no care about their tenants' basic needs!
We kept pressuring them to provide a permanent fix to this recurring problem, but to no avail. We were forced to file a complaint with the Council and threaten to withhold rent. Only then did they finally send someone who fixed it for good. It only took 2 hours. We waited 5 months for something that could be fixed in 2 hours. The plumber's verdict was that the wc hadn't been installed correctly. Which was exactly what we said when we first moved in. In the end, we let them get away with this whole situation. We were so happy our ordeal was over, it didn't matter anymore.
Except everything else kept breaking down. Communication with them was nearly impossible. I have written them countless emails that are still awaiting a reply today. They have absolutely no problem ignoring their customers.
Today it's been over a month since we left that godforsaken house. The tenancy agreement states that the agency would have to return our deposit within 10 days. Still no trace of it. We have made contact many times to enquire about our bond, but everytime they just pretend they don't know what is going on and they continue to simply throw the blame from one department to the other.
Not long ago, I called to ask for an explanation for the delay. I was yelled at and hung up on by one of their employees, who kept saying they were gonna let us know (they never do). I admit, I lost my cool as well, but after all the drama they put us through this year, I believe I am entitled to.
This review is, more than anything, an opportunity to vent. Even so, I do hope it will make you think twice before requesting the services of this horrible letting agency!
**
If anyone at Keylet does read this, you really need to learn to respect your clients/ tenants! You need to learn that, just because we're students, it doesn't mean we don't deserve respect. It doesn't mean that we should not have the same living standars as any other decent human being. You are very quick in charging people your agency fee. Please prove you can be just as quick in returning people the money they are entitled to.
With burning hatred,
Smaranda
First of all, the property we got through them began to fall apart as soon as we moved in. Of course, their inventory stated that everything was brand new and in perfect condition. Except everything was not perfect. Lucky we paid attention and thoroughly updated the inventory to reflect the actual state of things. Otherwise, they would have had us pay for things we didn't break out of our deposit. (Always be careful with that!!)
Everything, and I do mean everything, in that house broke down throughout the year: washing machine, oven, toilet, boiler, sink, bathtub, extraction hood, doors. Everything. Keylet has a portal where tenants report these faults. How useful, right? Maybe for some it is, but in our case, whenever we reported something it just got ignored unless we put further pressure on them over the phone.
The toilet in our property was faulty from day one. We told them about this. We said we're no plumbers, but we suspect it had been poorly installed into the wall. They ignored us. Soon enough, it completely broke down. They sent someone who provided a temporary fix. A week later it was broken again. Same temporary fix. Again. Week by week our toilet kept breaking, for nearly 5 months!!! One time, we were left without a functioning toilet for 5 days. Needless to say, a house without proper sanitary installations is uninhabitable. But Keylet do no care about their tenants' basic needs!
We kept pressuring them to provide a permanent fix to this recurring problem, but to no avail. We were forced to file a complaint with the Council and threaten to withhold rent. Only then did they finally send someone who fixed it for good. It only took 2 hours. We waited 5 months for something that could be fixed in 2 hours. The plumber's verdict was that the wc hadn't been installed correctly. Which was exactly what we said when we first moved in. In the end, we let them get away with this whole situation. We were so happy our ordeal was over, it didn't matter anymore.
Except everything else kept breaking down. Communication with them was nearly impossible. I have written them countless emails that are still awaiting a reply today. They have absolutely no problem ignoring their customers.
Today it's been over a month since we left that godforsaken house. The tenancy agreement states that the agency would have to return our deposit within 10 days. Still no trace of it. We have made contact many times to enquire about our bond, but everytime they just pretend they don't know what is going on and they continue to simply throw the blame from one department to the other.
Not long ago, I called to ask for an explanation for the delay. I was yelled at and hung up on by one of their employees, who kept saying they were gonna let us know (they never do). I admit, I lost my cool as well, but after all the drama they put us through this year, I believe I am entitled to.
This review is, more than anything, an opportunity to vent. Even so, I do hope it will make you think twice before requesting the services of this horrible letting agency!
**
If anyone at Keylet does read this, you really need to learn to respect your clients/ tenants! You need to learn that, just because we're students, it doesn't mean we don't deserve respect. It doesn't mean that we should not have the same living standars as any other decent human being. You are very quick in charging people your agency fee. Please prove you can be just as quick in returning people the money they are entitled to.
With burning hatred,
Smaranda
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Opening Hours
Address
Keylet
1a Mundy Place
Cathays,Cardiff
Cardiff County
CF24 4BZ
02920388399
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 |
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Jul 28,2023
Jul 28,2023
0
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Appalling, stay clear. Don't expect your deposit back. Exploiting students....
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Jul 22,2023
Jul 22,2023
0
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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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Jul 08,2023
Jul 08,2023
1
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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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Jan 01,2023
Jan 01,2023
0
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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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Dec 07,2022
Dec 07,2022
0
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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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Aug 31,2022
Aug 31,2022
0
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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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Aug 19,2021
Aug 19,2021
3
people found
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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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Aug 02,2021
Aug 02,2021
4
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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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Jun 18,2021
Jun 18,2021
3
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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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Jun 07,2021
Jun 07,2021
1
people found
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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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Jun 05,2021
Jun 05,2021
1
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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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May 19,2021
May 19,2021
10
people found
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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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Nov 17,2020
Nov 17,2020
0
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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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Nov 12,2020
Nov 12,2020
0
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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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Nov 08,2020
Nov 08,2020
1
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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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Nov 04,2020
Nov 04,2020
0
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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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Oct 16,2020
Oct 16,2020
1
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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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Oct 10,2020
Oct 10,2020
1
people found
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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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Sep 30,2020
Sep 30,2020
1
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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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Sep 30,2020
Sep 30,2020
1
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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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Sep 22,2020
Sep 22,2020
0
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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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Mar 15,2020
Mar 15,2020
2
people found
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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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Feb 26,2020
Feb 26,2020
1
people found
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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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Jan 21,2020
Jan 21,2020
4
people found
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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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Aug 23,2019
Aug 23,2019
5
people found
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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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Aug 09,2019
Aug 09,2019
7
people found
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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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Jul 19,2019
Jul 19,2019
4
people found
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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...”
Jul 10,2019
Jul 10,2019
7
people found
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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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May 11,2019
May 11,2019
4
people found
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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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May 07,2019
May 07,2019
4
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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
