Hi Eleanor,
Thank you for your review.

We’re really disappointed with how things turned out with your tenancy and it’s certainly not how we like our tenants to feel.

All of your points have been taken into consideration and we’ve been looking into how we can make sure that no other tenant of ours feels the same way in the future.

Whilst you have certainly brought to our attention some areas for improvement, I would also like to address some of the concerns you raised.

With regards to the mould situation and the kitchen cupboards (which, as you mention, were eventually fixed), we’re sorry that this resulted in such a poor experience during your time in the property. We informed the Landlord a number of times that this was an issue that needed to be sorted. Unfortunately, as a lettings agent, we do not have the authority to carry out works that have not been approved by the Landlord.

With regards to the behaviour of your neighbour, we understand that this must have been very frustrating. We did manage to make contact with your neighbour who informed us that they would be more considerate. Unfortunately, we’re not able to dictate how neighbours should behave and how they choose to act is beyond our control.
The £200 charge for the carpets to be cleaned was not just for the carpets. It was for a full professional clean of the house which was required at the end of the tenancy due to there being a cat at the property, which we were not informed of. You confirmed via email that these deductions were acceptable at the end of the tenancy and accepted the deduction through the deposit protection scheme. The bars in the bathroom were also already there when you first viewed the property and decided to rent it.

With regards to your comment of renting a cheaper property, we are pleased that you have managed to find a new property that is more suited to your requirements and hope that your experience there is far better than what you have described above.

We cannot comment with regards to the price of the property as there are a number of factors that affect market rental prices and we’re not aware of the details of your new property. However, the price of the property was clear at the point of you renting the property and it was your decision to pay that price.

And finally, with regards to our fees, we have always monitored the price of local competition and have always endeavoured to remain competitive. However, this no longer matters as of June 1st, no agents are able to charge fees to tenants.

Based on our own experience, we very much doubt that you could pay a deposit for a mortgage with the cost of our charges. Perhaps the person that served you at the bank (who provide mortgages) may have had an ulterior motive.

Again, we are deeply disappointed that you were not happy with your property and the service provided by Hannells during your tenancy. We did make arrangements for you to leave the property early, which we are well aware does not erase the previous months of being there, and we are pleased to hear that you are now happy in your new home.

Wishing you all the best.
Hollie Clayton
Lettings Manager
Hannells Lettings