82% sales valuation accuracy
100% sales fee satisfaction
100% lettings valuation accuracy
75% lettings fee satisfaction
May 02,2019
May 02,2019
1
people found
this helpful
this helpful
We rented a property managed by Carter Jonas Marlborough (CJM) and agree with some reviewers that Carter Jonas may not be your friend if you are a tenant. To be fair, some issues we reported to CJM can also be blamed on our landlord, but CJM seemed to lack the will to get the landlord to fix endless problems. We commenced deposit (two month's rent!) preservation mode, doing EVERYTHING in writing and always taking pictures.
Examples:
Wall-fitted TV aerial sockets did not work. CJM said the landlords used the satellite dish and were not obliged to provide a TV aerial, but we could fit one at our own expense. TV sockets that didn't work seemed daft, but we decided against fitting an aerial. But the satellite sockets didn't work either, so we had no TV picture in the house. We paid £220 for a new dish and coax cables, which we did not remove when we left.
The loose step outside the front door, about which we had constantly to warn visitors, on which a friend slipped and nearly fell. We reported this to CJM in March 2018; it was finally repaired in March 2019.
During two cloudbursts, we bailed out by hand the stairwell at the front doorstep, swamped by bad guttering, and saved the house from flooding, without so much as a thank you. Note the theme - expend your own money and effort improving and preserving the landlord's property but (see what follows) expect no grace for it.
After we gave notice, CJM let the new tenant into the house, without permission or arrangement, while we still held the tenancy. To be fair again, CJM apologised and grudgingly reduced our checkout fee, but it was extraordinarily unprofessional behaviour.
When we vacated, CJM told us the landlord intended to withhold money from us over (1) the amount of heating oil in the tank - close to empty when we moved in during 'The Beast from the East', with snow on the way - and (2) an outside light fitting, apparently broken and removed by us without permission or notification.
Our emails (and theirs, presumably) showed that CJM had knowingly handed over the property with a nearly empty oil tank and that the light fitting, having rotted, broken and shorted out the downstairs lighting circuit, had been removed by their own electrician. Cue collapse of stout party and much harrumphing by CJM about how the landlord would 'not be pursuing' us for all this, as if their own good work had achieved this outcome.
Thankfully, we have emerged from a year of wearying nonsense with nearly all of our ridiculously large deposit. We found CJM careless, unprofessional and nasty when we told them they had messed up. They let someone into our property without our permission and failed to check the facts before making the landlord's threat to withhold money for things that were not our fault. As the Americans say, go figure.
Examples:
Wall-fitted TV aerial sockets did not work. CJM said the landlords used the satellite dish and were not obliged to provide a TV aerial, but we could fit one at our own expense. TV sockets that didn't work seemed daft, but we decided against fitting an aerial. But the satellite sockets didn't work either, so we had no TV picture in the house. We paid £220 for a new dish and coax cables, which we did not remove when we left.
The loose step outside the front door, about which we had constantly to warn visitors, on which a friend slipped and nearly fell. We reported this to CJM in March 2018; it was finally repaired in March 2019.
During two cloudbursts, we bailed out by hand the stairwell at the front doorstep, swamped by bad guttering, and saved the house from flooding, without so much as a thank you. Note the theme - expend your own money and effort improving and preserving the landlord's property but (see what follows) expect no grace for it.
After we gave notice, CJM let the new tenant into the house, without permission or arrangement, while we still held the tenancy. To be fair again, CJM apologised and grudgingly reduced our checkout fee, but it was extraordinarily unprofessional behaviour.
When we vacated, CJM told us the landlord intended to withhold money from us over (1) the amount of heating oil in the tank - close to empty when we moved in during 'The Beast from the East', with snow on the way - and (2) an outside light fitting, apparently broken and removed by us without permission or notification.
Our emails (and theirs, presumably) showed that CJM had knowingly handed over the property with a nearly empty oil tank and that the light fitting, having rotted, broken and shorted out the downstairs lighting circuit, had been removed by their own electrician. Cue collapse of stout party and much harrumphing by CJM about how the landlord would 'not be pursuing' us for all this, as if their own good work had achieved this outcome.
Thankfully, we have emerged from a year of wearying nonsense with nearly all of our ridiculously large deposit. We found CJM careless, unprofessional and nasty when we told them they had messed up. They let someone into our property without our permission and failed to check the facts before making the landlord's threat to withhold money for things that were not our fault. As the Americans say, go figure.
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May 08, 2019
Dear Chrisff2I am so sorry to read your review regarding your tenancy and your apparent bad experience. We are looking into the issues that you had to see where we can improve our procedures.
Best of luck in the future.
Carter Jonas, Marlborough
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Opening Hours
Address
Carter Jonas
93 High Street
Marlborough
Wiltshire
SN8 1HD
01672 514916 / 01672 519700
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 82% | 100% | £747,000 | £747,000 |
| Lettings | 100% | 75% | £565 | £1,950 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 4 | 1 | 12 | 3 | 0 | 0 | 2 | 0 | 0 | 0 |
Areas covered
Services offered
- Sales
- Lettings
- Block Management
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- Conveyancing
- Mortgage Advice
- Home Builder
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Latest Properties
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Mar 19,2024
Mar 19,2024
0
people found
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We are very grateful to the Carter Jonas agency and manager Becky for a quick and high-quality solution to the problem with the boiler in our rented house. This was very important for us. You are the best! Thanks a lot....
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Oct 24,2023
Oct 24,2023
0
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We found Helen Clay at Carter Jonas a great help both in selling our house and buying the next one. Communications were very easy between the agent and us and negoations on both properties expertly handled. We are extrememly happy in our new home!...
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Mar 30,2023
Mar 30,2023
0
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Really amazing service from Fred Ponsonby at the Marlborough branch - he could not have been more helpful or kind throughout the process, which he made very easy indeed. Will definitely make sure we use Carter Jonas for any estate agent business in the future, ...
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Dec 14,2019
Dec 14,2019
0
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Very efficient, friendly, and professional. Jackie was a pleasure to work with.
Communication was good. Everything went through smoothly. Strongly recommended....
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Dec 04,2019
Dec 04,2019
0
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Carter Jonas provides us an excellent and speedy processing of our tenancy preparation and you won't believe that the complete process of viewing and we moved in was just 3 days. It was to quick one when we were in need.
After moving in to they ...
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Oct 24,2019
Oct 24,2019
0
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We use Carter Jonas in Newbury to manage our rental property and have been very happy with their professionalism and courtesy towards us. They always assist with our queries, however small, very important for first time landlords. Keep up the great work !...
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Jun 02,2019
Jun 02,2019
3
people found
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this helpful
Terrible to deal with. Always stand on the side of the landlord. Shameful experience with multiply visits from the landlord. Faulty house with many repairs not done throughout the tenancy which the landlord wanted us to pay for on exit. Carter Jonas backed them up. ...
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Comment on agent fees
Now capped by law . Hooray.
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May 08,2019
May 08,2019
0
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My husband and I recently rented a house through Carter Jonas in Marlborough and we could not have been more impressed with the service. From very friendly staff on the phone through to a easy and trouble free move in. The property is managed by ...
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Comment on agent fees
Reasonable fees
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May 02,2019
May 02,2019
1
people found
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this helpful
We rented a property managed by Carter Jonas Marlborough (CJM) and agree with some reviewers that Carter Jonas may not be your friend if you are a tenant. To be fair, some issues we reported to CJM can also be blamed on our landlord, but ...
read full review
read full review
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May 09, 2019
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(2)
Ms Selvidge
Right off the bat, let me observe that there was nothing ‘apparent’ about the badness of our experience as your managed tenant; it was just really bad. I suggest that you resist the impulse to hedge your apologies in future. Grace can repair or improve any situation.
However, it is hard it is to apologise, especially in public, and I commend and thank you for it. It is good to know that your company will respond to reviews such as mine and that it thinks it can learn from t ...
Jan 23,2019
Jan 23,2019
0
people found
this helpful
this helpful
I've just come to the end of a sixteen-month tenancy through the Marlborough office of Carter Jonas and have been very happy with everything relating to the tenancy. Rebecca, Carly and Emily look after their tenants very well and are a real pleasure to deal ...
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Comment on agent fees
They seemed fine.
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Sep 25,2018
Sep 25,2018
0
people found
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Hi Rebecca, just a little message to say how grateful I am for you and everything you do with the house. We really appreciate you so thanks very much for finding us such lovely tenants.
We've had our property renting with you for 2 years and ...
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Comment on agent fees
Fair
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Sep 24,2018
Sep 24,2018
0
people found
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Very efficient and easy to deal with. Rebecca was very welcoming at the viewing and subsequent collection of keys once the references went through and contract was drawn up. It all had a very quick turnaround which I appreciated. Shame about the fees but not ...
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Comment on agent fees
Fairly pricey - I’m not a big fan of these fees! It’s the only downside.
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Sep 19,2018
Sep 19,2018
0
people found
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I gave the ladies a very tall order indeed, two dogs, one cat, open fire, rural or semi rural, nice area and so on. Rebecca and Emily found me the ideal house to live in with great help and fantastic support. I would highly recommend ...
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Comment on agent fees
Agents fee's were very reasonable indeed. I have seen one letting agent charging £42 to put the deposit into the deposit scheme, no hidden charges with Carter Jonas. Very upfront and totally transparent...Superb!
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Jun 17,2018
Jun 17,2018
2
people found
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Carter Jonas is the worst property agent I have ever come across. They have deducted £1326 out of £1425 security deposit though I left the property in neat and clean and without any damage.
I was in the property for 2 years but they submitted; instead of considering ...
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Comment on agent fees
Agent fees is at higher side.
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Apr 26,2018
Apr 26,2018
0
people found
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I rented a 1 bed room flat from Carter Jonas in Marlborough the team were very helpful in my application and i was very happy in my flat, my work commitments changed 5 months in to my year tenancy and Rebecca Walker was a great help in ...
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Mar 25,2018
Mar 25,2018
0
people found
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this helpful
Carter Jonas have been managing a property for me for around 10 years. They are excellent at marketing the property, vetting tenants, and maximising the monthly rental income from the property. Special praise for Rebecca Walker who recently managed a situation where a tenant who'd signed ...
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Mar 21,2018
Mar 21,2018
0
people found
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We used this letting agent for the first time as we wanted to rent a house in Wiltshire. From the initial call through to completion we experienced a superb service. Rebecca was accommodating and flexible to our needs, she ensured the whole process was as ...
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Comment on agent fees
The fees charged compared well with other agents.
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Feb 21,2018
Feb 21,2018
0
people found
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For three years we rent our property with CJ in Bath. Jon is our main point of contact and up to date he has been an excellent and responsive help. CJ as such has met all our needs in property as we are an executive ...
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Comment on agent fees
Good
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Nov 13,2017
Nov 13,2017
0
people found
this helpful
this helpful
Sophie and the team gave us first class service when looking for a new home to rent. They are all very caring, understanding and extremely professional. Moving house is extremely stressful but the girls were so helpful and they work as a team so any ...
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Comment on agent fees
The fees are fair.
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Jan 20,2017
Jan 20,2017
0
people found
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Carter Jonas were excellent in every respect regarding our recent tenancy. Always courteous, professional, prompt & efficient.
I would recommend them highly for tenant or landlord....
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Comment on agent fees
Fees are high, but in line with all other providers that I am aware of.
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Feb 11,2015
Feb 11,2015
2
people found
this helpful
this helpful
Helen Tatham has managed a property for me since 2007 and she has done so in a wonderful and energetic manner....
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Jan 23,2014
Jan 23,2014
8
people found
this helpful
this helpful
Very poor service, they were meant to administer the council tax and didn't which lead to costs and judgement against me despite me having zero knowledge the tax wasn't being paid. Failure to answer emails, or call back, failure to provide missing rent statement when ...
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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.
Complaints Procedure
COMPLAINTS PROCEDURE
FOR MATTERS RELATING TO LETTINGS OR RESIDENTIAL SALES
Carter Jonas is committed to providing a professional service to all clients and customers and if something goes
wrong we need to know about it.
If you have a complaint that you have been unable to resolve satisfactorily with your local Carter Jonas office
please write to us giving as much detail as possible.
By email to [email protected]
Or/
By post to Carter Jonas Compliance, 51 Northbrook Street, Newbury. RG18 9QT
We will always endeavour to deal with any complaint as quickly as possible however you should be aware that we
have up to eight weeks to consider the matter. If we have not resolved it within this time you may refer your
complaint to the Property Ombudsman, details below.
So that you know what to expect we have summarised the typical stages of reviewing a complaint.
Acknowledgement ? You will receive an acknowledgement that we have received your complaint
within 3 working days.
Investigation ? We will investigate the circumstances of your complaint and discuss with the
local Office where appropriate.
Findings ? We will provide a written summary of our findings within 15 working days of
sending you the acknowledgement letter.
Review ? If you wish to comment or request a further review you should contact us
again.
Final response ? We will then have 15 working days to complete our review at which time we
will send you a final written viewpoint on the matter.
If you are dissatisfied with this conclusion or any aspect of our handling of your complaint you may refer it to The
Property Ombudsman (TPOS) to request an independent review. Such a referral must be made within 12 months
of our final review letter.
You may write to The Property Ombudsman Ltd, Milford House, 43-45 Milford Street, Salisbury, Wiltshire. SP1 2BP
(www.tpos.co.uk). Our registration number with TPOS is R00346.
Last updated at 12:56 PM 25/01/2018 by allAgents
FOR MATTERS RELATING TO LETTINGS OR RESIDENTIAL SALES
Carter Jonas is committed to providing a professional service to all clients and customers and if something goes
wrong we need to know about it.
If you have a complaint that you have been unable to resolve satisfactorily with your local Carter Jonas office
please write to us giving as much detail as possible.
By email to [email protected]
Or/
By post to Carter Jonas Compliance, 51 Northbrook Street, Newbury. RG18 9QT
We will always endeavour to deal with any complaint as quickly as possible however you should be aware that we
have up to eight weeks to consider the matter. If we have not resolved it within this time you may refer your
complaint to the Property Ombudsman, details below.
So that you know what to expect we have summarised the typical stages of reviewing a complaint.
Acknowledgement ? You will receive an acknowledgement that we have received your complaint
within 3 working days.
Investigation ? We will investigate the circumstances of your complaint and discuss with the
local Office where appropriate.
Findings ? We will provide a written summary of our findings within 15 working days of
sending you the acknowledgement letter.
Review ? If you wish to comment or request a further review you should contact us
again.
Final response ? We will then have 15 working days to complete our review at which time we
will send you a final written viewpoint on the matter.
If you are dissatisfied with this conclusion or any aspect of our handling of your complaint you may refer it to The
Property Ombudsman (TPOS) to request an independent review. Such a referral must be made within 12 months
of our final review letter.
You may write to The Property Ombudsman Ltd, Milford House, 43-45 Milford Street, Salisbury, Wiltshire. SP1 2BP
(www.tpos.co.uk). Our registration number with TPOS is R00346.
Right off the bat, let me observe that there was nothing ‘apparent’ about the badness of our experience as your managed tenant; it was just really bad. I suggest that you resist the impulse to hedge your apologies in future. Grace can repair or improve any situation.
However, it is hard it is to apologise, especially in public, and I commend and thank you for it. It is good to know that your company will respond to reviews such as mine and that it thinks it can learn from them. I wish you well also and hope that you will improve your performance.