Would give minus stars if I could.
250 pounds for this service, and from my experience they do not talk with you unless you message first. When I showed keen interest in a place, while stressing my urgency to find a place, responses were slow and was told that they couldn't schedule me a viewing and then the place went. Would question there efforts as someone must have been able to view it and get the place.

Then I waited a working week to see if they would contact me to see if they would come to me with option. Again, no reply until I messaged them. They won't give refunds which is the contract which is understandable. But seems to be the only part of the contract they stick by.

To re-emphasise, I would give minus stars if I could. Pains me to have to see them even get the 1 star.

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• Experience: Would you recommend ? : No

Avoid this company by any means possible!
If you want to be a landlord that doesn't get paid, or a renter who gets spoken to like a piece of dirt then by all means go with Ace Relocations.
The nice looking pictures and great locations sell you the dream, but the reality is very much the opposite.
When I first moved in, I had absolutely no problems, good housemates and a relatively good flat in a great location.
Then things started to go wrong, our dishwasher broke and didn't get fixed (for a year) and my two flatmates then moved out (no correlation with issues) - the agency then randomly held viewings and moved people in without telling me so I would be working from home and be disturbed regularly - and worryingly have strangers just have access to the flat with no warning (quite a scary experience never mind in a pandemic).
I found out my flatmates were not young professionals and clearly not vetted before they moved in, but instead an old man who "was a mate of someone at the agency" who regularly smoked in his room, never cleaned up and was overall disruptive. My other flatmate was a student who didn't work - both of which I didn't sign up to living with and isn't as advertised.
I then had my landlord contact me out of the blue, she hadn't been paid in 6 months despite me (and my flatmates) paying rent on time.
I raised this with the agency (nicely given my landlord had shown up at my flat saying she would be kicking out Ace & also us ASAP) to be spoken to in the most disgusting manner by the CFO, I genuinely don't know how this guy has a job with his attitude. Telling a client to "watch what they say" and that he essentially runs a 100+ room says it all - I handed in my notice on the spot despite not having made living arrangements.
The other colleagues I spoke with were fine, however after seeing with the gross leadership I don't know how they continue on. I have spent months not posting this due to the CFOs threatening manner over email, but decided I'd prefer others to know to avoid!

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• Experience: Would you recommend ? : No

Avoid at all costs. Terrible service. Whenever you need something, they don't reply to the phone nor answer your emails. They change their bank accounts and tell you it will be your problem if you send to the old account but they don't send you the correct bank account details (even though you've asked for them 7 times).

If something needs repairing, good luck, it could be months until they do something about it.

It's all just pure stress with them. They're super nice and helpful the first week of your contract and then it's all radio silence.

I'm owed my deposit and it's been weeks of radio silence

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• Experience: Would you recommend ? : No

If I could give them zero stars, I would. Less, even. That would be more accurate. Bottom line - these guys are cowboys. Rumour has it they're about to go bust (if they haven't already) - but are now trying to trade under 'Safe Relocations' instead? They issue room licenses - not tenancies - so they ride roughshod over your legal rights, they do NOT put deposits into a government-backed deposit scheme - which is illegal - and you then have to fight tooth and nail to get your money back, with them knowing that most people wont bother going to the County Court to deal with it. They don't fix things - we had a broken toilet for months, windows that wouldn't open or shut properly, we had an old dodgy boiler which they washed their hands of - they passed it over to the owner of the property and we then had to deal with him directly instead. And then they got mad because they said we shouldn't be talking to the owner of the property (?). It was the only way to get things fixed and trust me - having to deal with an incompetent agency at the same time as fielding constant questions from the disgruntled owner of the property - was an absolute pain the backside. Isn't that what you pay an agency for? For a service? So that you don't have to be the middle-man? We also paid for a cleaning service that we didn't get for the last four months we were there (pandemic!) - but did we get a reimbursement of those costs? No. They threw some toilet roll onto the kitchen table for a few weeks, but that soon stopped and then we were buying our own. Yes - I know that toilet roll is cheap enough. That's not the point - it was supposed to be included in the rent. Our bills and utilities were also all included in the rent - but they didn't pay them, either. Every bill cycle without fail - BT Broadband, British Gas, TV License... constant reminder letters that the bills were not paid. British Gas eventually sent a bailiff to the property it got so bad. Again, we had to get the owner of the property involved to sort the bills out. The owner of the property eventually got so fed up - and was owed thousands in unpaid rent to him by ACE - that they took the property back. You can't blame them for that, but we got six weeks to vacate during the pandemic (when it's law that you should have 6 months) - but the discrepancy between 'room license' and 'tenancy' meant that they said it didn't apply and again they washed their hands of any responsibility just saying we'd have to negotiate with the owner. And beware... you have absolutely no foresight whatsoever as to who you'll be sharing with. I had some lovely flatmates and some absolute nightmares from Hell. For an agency that says it only rents to 'professionals' - do expect noisy, inconsiderate students when adults in the house are trying to work from home. Do expect someone with a really bad weed habit to illicit numerous complaints from the neighbours and not give a damn. Do expect the agency to do absolutely nothing about it. Do expect people to move their boyfriends / girlfriends in for weeks at a time without even asking you and for them to use all of the damn toilet roll that YOU had to buy because the agency cleaners have done a runner. Do expect people to have parties in their rooms (pandemic... what pandemic...?). Do expect to be told that a man is moving in... and then find that a woman turns up. Do expect people to move out and leave masses of boxes and other assorted crap for you to sort out / bin. Do expect to be thrown together with such a mish-mash of society that it would be almost impossible for you all to be compatible together. It was often stressful, argumentative and sometimes deeply unpleasant. They are a cowboy outfit who I suspect ran into serious cash problems when the pandemic hit and there was a mass exodus of renters from London - no idea what their business model is but it was obviously extremely poor if they couldn't pass on the rent being collected from tenants to owners of the properties. But even despite the pandemic, their general treatment of tenants is dire. They want people in - they don't care who - they want your rent - and that's it. Email comms are slow (if at all), phone calls will go unanswered and they're dismissive and arrogant. Their staff turnover seems high and there's little, or no continuity. I have no idea how the people that work there can do so with a clear conscience every day, but if I was one of them - especially the owners - I would hang my head in shame.

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• Experience: Would you recommend ? : No

I have an extremely bad experience with this agency, since I moved into their property my life turned into a nightmare.

First of all, they say they only let professionals rent out their properties but it is not true.

I lived with a non-professional and disrespectful couple, one of them even had mental issues. In the last few months, I barely slept, as they are often drinking, partying, being noisy, and taking drugs all night until 6 am.

The woman even tried to hit me and break into my room as she has mental issues and she thinks I am walking around naked in the house in front of her boyfriend - no comment, sheer lunacy...

I pointed out this issue MANY times both to the people I live with and to the agency and I have been left without help. They did not even try to help. They ignored my emails and blocked my number when tried to call them. They have house rules that every tenant have to sign but they are money hungry so they let everyone live in their flats without ensuring a nice and enjoyable home where you can go home after work and take a rest.
Luckily, I agreed with them to use my deposit as the final month's rent however, they still kept calling me to pay the rent and emailed me every day. (When they need me they can call, but when the tenants need them they block their number)

They did not pay the owner of our flat. The owner sent them a final warning to terminate the tenancy within a month but the agency has not even informed us.

They are unable to solve any problems, and Beatrice from the admin team is very rude and unprofessional.

Finally, I move out tomorrow, but since I was tortured by my flatmates for months who did not let me sleep, I have nightmares (when I get a few minutes sleep) and panic attacks. This type of torture/ punishment would not be allowed even in prisons that is how horrible it is - every single night.

I am exceedingly disappointed and I hope no one else will have to experience this.

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• Experience: Would you recommend ? : No