100% sales valuation accuracy
94% sales fee satisfaction
100% lettings valuation accuracy
80% lettings fee satisfaction
Jun 29,2019
Jun 29,2019
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AVOID Keywest Sales & Lettings!!
Rented from Keywest for two years and it was the worst two years of my life! Don't put yourself through the hell!
To preface - we paid the rent in full on time every time, never late on payments or bills, kept the property clean and tidy for all viewings and inspections, kept it well ventilated and secure, were careful with all provided appliances, and were treated abysmally regardless!!
The maintenance manager Felix was patronising, defensive, negligent, sexist and ableist, and unapologetic towards us for the full two year tenancy. When the washing machine at the property fell on its back due to dangerously incorrect installation, Felix insisted a disabled tenant *should* be able to lift it, and threatened to charge if they didn't within 24hrs. Felix also refused to remove nails sticking out of the wall, or fix a door frame hanging off it's hinges. Very dangerous.
The lettings negotiator Sara was aggressive and very immature through all communications - she gave us the wrong keys to the house, and refused to issue us each a set of keys to the front door, and insisted keys to the back door should suffice, and we could share one set of front door keys. Sara ignored the majority of emails sent to her, and would consistently break the tenancy agreement by trying to schedule viewings without proper notice.
The staff turnover was high so it was hard to get consistent communication with anyone - anyone who wanted to do things right left the company very quickly when they realised Keywest don't follow the rules!
Other members of staff were equally offhand and disregarded most communications, claiming they could not get in touch with the landlord as he was abroad, and we should just make the best of it.
Leicester city council told us there was asbestos in the garden, and to report it to the landlord immediately, which we did. For over a year we begged Keywest to get the landlord to remove the asbestos for health and safety reasons, and they refused to contact the landlord, or deal with it! There is still asbestos in the garden of the property and Keywest refuse to acknowledge it on any official documentation!
When we moved into our property it was filthy, dirty, dusty, grimy, greasy, messy, hadn't been cleaned at all before we moved in (which we were promised by Keywest). Keywest refused to remove the previous tenant's belongings so we spent the first day of moving in, moving other people's rubbish out. The majority of furniture provided was broken - drawers, wardrobes, stove top, cupboards, toilet seat, boiler leaking, and a rotting compost bin!
We phoned Keywest over 30 times in the first week or so of living there, and countless emails trying to get someone to fix the broken items, they were ignored and passed off. Throughout the tenancy we had the threat of our deposit being taken dangled over our head so we would stop asking for stuff to be fixed and do it ourselves.
When we requested the landlord's address we were told he lived in another country and was uncontactable, we were told months later he actually lived on our street, and then found out he is managing director of Keywest! How's that for conflict of interest! They are now trying to sell the property we moved out of, presumably it is too faulty to continue renting, and the lettings agent is lying to the people they are showing around about all sorts of problems with the house.
I have all screenshots and images of every malfeasance in a word document if you need proof drop me a line before thinking about doing business with Keywest!! They do not follow the correct procedures or Landlord and Tenant Act 1985!!
Save your time and money and go for someone more competent.**
Rented from Keywest for two years and it was the worst two years of my life! Don't put yourself through the hell!
To preface - we paid the rent in full on time every time, never late on payments or bills, kept the property clean and tidy for all viewings and inspections, kept it well ventilated and secure, were careful with all provided appliances, and were treated abysmally regardless!!
The maintenance manager Felix was patronising, defensive, negligent, sexist and ableist, and unapologetic towards us for the full two year tenancy. When the washing machine at the property fell on its back due to dangerously incorrect installation, Felix insisted a disabled tenant *should* be able to lift it, and threatened to charge if they didn't within 24hrs. Felix also refused to remove nails sticking out of the wall, or fix a door frame hanging off it's hinges. Very dangerous.
The lettings negotiator Sara was aggressive and very immature through all communications - she gave us the wrong keys to the house, and refused to issue us each a set of keys to the front door, and insisted keys to the back door should suffice, and we could share one set of front door keys. Sara ignored the majority of emails sent to her, and would consistently break the tenancy agreement by trying to schedule viewings without proper notice.
The staff turnover was high so it was hard to get consistent communication with anyone - anyone who wanted to do things right left the company very quickly when they realised Keywest don't follow the rules!
Other members of staff were equally offhand and disregarded most communications, claiming they could not get in touch with the landlord as he was abroad, and we should just make the best of it.
Leicester city council told us there was asbestos in the garden, and to report it to the landlord immediately, which we did. For over a year we begged Keywest to get the landlord to remove the asbestos for health and safety reasons, and they refused to contact the landlord, or deal with it! There is still asbestos in the garden of the property and Keywest refuse to acknowledge it on any official documentation!
When we moved into our property it was filthy, dirty, dusty, grimy, greasy, messy, hadn't been cleaned at all before we moved in (which we were promised by Keywest). Keywest refused to remove the previous tenant's belongings so we spent the first day of moving in, moving other people's rubbish out. The majority of furniture provided was broken - drawers, wardrobes, stove top, cupboards, toilet seat, boiler leaking, and a rotting compost bin!
We phoned Keywest over 30 times in the first week or so of living there, and countless emails trying to get someone to fix the broken items, they were ignored and passed off. Throughout the tenancy we had the threat of our deposit being taken dangled over our head so we would stop asking for stuff to be fixed and do it ourselves.
When we requested the landlord's address we were told he lived in another country and was uncontactable, we were told months later he actually lived on our street, and then found out he is managing director of Keywest! How's that for conflict of interest! They are now trying to sell the property we moved out of, presumably it is too faulty to continue renting, and the lettings agent is lying to the people they are showing around about all sorts of problems with the house.
I have all screenshots and images of every malfeasance in a word document if you need proof drop me a line before thinking about doing business with Keywest!! They do not follow the correct procedures or Landlord and Tenant Act 1985!!
Save your time and money and go for someone more competent.**
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Latest Reviews
28th Jan 2021
reviewed by 'Katie'
1st Feb 2020
reviewed by 'Ebrahim'
5th Aug 2019
reviewed by 'Elina'
29th Jun 2019
reviewed by 'Tennessee'
10th May 2019
reviewed by 'Eliza'
21st Dec 2018
reviewed by 'M'
Opening Hours
Address
Key West Estate Agents
73a Hinkley Road
Leicester
Leicestershire
LE3 0TD
0116 2544555
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 100% | 94% | £62,000 | £186,000 |
| Lettings | 100% | 80% | £325 | £950 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 7 | 0 | 4 | 4 | 10 | 1 | 5 | 0 | 1 | 0 |
Areas covered
- LE1
- LE11
- LE2
- LE12
- LE3
- LE67
- LE4
- LE5
- LE6
- LE7
- LE8
- LE9
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Images & Videos
Jan 28,2021
Jan 28,2021
1
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Wouldn't recommend at all. Ask for pictures of the back garden for the property we put a deposit down. Was told several times pictures would be sent and never had them. Was told we could view the house near Christmas then told last minute this ...
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Jan 29, 2021
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HI Katie
We cannot force entry into a house the tenants refuse access to. We are in a pandemic and therefore if a group of tenants say we cannot enter, we cannot. We apologised at the time, however you were provided with a video of the property. You are blaming us for something out of our control.
We have members of staff working from home, again due to the pandemic. So yes on occasion messages may cross over,.
Also to be clear it is a holding fee you will not be refunded as we are able to k ...
Feb 01,2020
Feb 01,2020
1
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Lately I have been dealing with a member of your staff called Shannon Hurst, regarding my property. She has been extremely helpful and polite. She was very efficient in dealing with the problem that I had and resolved the issue efficiently. As I have respect ...
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Aug 05,2019
Aug 05,2019
0
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Terrible service. I arrange viewings week in advance, As its suppost to be first viewing for this particular company , and agent was late for more then 45min so I called to cancel
after waiting so long . Completely unprofessional and unacceptable. Staff needs training if they ...
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Jun 29,2019
Jun 29,2019
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AVOID Keywest Sales & Lettings!!
Rented from Keywest for two years and it was the worst two years of my life! Don't put yourself through the hell!
To preface - we paid the rent in full on time every time, never late on payments or bills, ...
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Oct 24,2017
Oct 24,2017
0
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The worst experience! We are without hot water for last two months without any solution and compensation. Also our washing machine doesn't work and even before we moved in August it was recommended to replace this machine however nothing is happening. Everything seems to be ...
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Sep 04,2016
Sep 04,2016
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Sam was extremely efficient, friendly and extremely professional. She made the process very easy and was very approachable when asking questions regarding the property. I would recommend anybody looking for a house to use Keywest, especially when dealing with Sam....
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Good
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Nov 19,2015
Nov 19,2015
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I am really happy with keywest estate agent,They had different property in the market and helped me fine the property I was looking for.It was very difficult for me to come all the way from London to view the property in Leicester.Lisa ...
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Nov 19, 2015
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Thank you for your lovely review Jennifer. It was a pleasure helping you to find a new home! ...
Nov 12,2015
Nov 12,2015
0
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I would like to say that I am very impressed with the service I have had from Keywest; great advice and information, good communication, very helpful, and extremely speedy in finding and installing tenants! Many thanks to all involved....
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Nov 12, 2015
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Thank you for your lovely review! ...
Nov 06,2015
Nov 06,2015
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I was really impressed with the service I received from Clare. She is extremely professional, courteous and trustworthy. The sale of my property did not prove to be straightforward (no fault of Key West) but Clare dealt with the issues efficiently and with common sense. ...
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Comment on agent fees
The fees were competitive and much cheaper than the other nationwide or regional agents.
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Nov 10, 2015
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Thank you so much for your kind words Nick. It has been a pleasure helping you sell your home and i wish you many happy years in the new home you buy. ...
Oct 08,2015
Oct 08,2015
0
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No hesitation in recommending Keywest! The whole process went extremely smoothly. Lisa and Clare were efficient, friendly, approachable, and most importantly, they kept me updated all the way through via email and telephone. Very impressive, top notch service. Thank you!...
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Oct 08, 2015
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Thank you for your kind words Mr Willson. It was a pleasure doing business with you. ...
Sep 29,2015
Sep 29,2015
0
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An excellent service from an amazing team of people. Selling this property was difficult for me personally as myself and my ex partner had separated just a month before first getting in contact with Keywest. Clare came round to value the property and was very ...
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Sep 29, 2015
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Thank you so much for your positive feedback Christine. It has been a pleasure helping you to sell your home. ...
Sep 24,2015
Sep 24,2015
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Two prospective tenants were found within three days of advertising the property. I selected one who turned out to be reliable....
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Sep 25, 2015
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Thank you for the positive review Robin. ...
Sep 21,2015
Sep 21,2015
0
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Clare Phillips visited my property and was very professional and new the market very well. The property sold within 1 week of them advertising. I could not fault the communication with Clare & Lisa. I would definitely recommend them. This was my first experience of selling a ...
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Sep 21, 2015
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Thank you for your kind words Clare. It has been a pleasure selling the property for you. ...
Jul 03,2015
Jul 03,2015
0
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I can highly recommend Key West, having just sold my property through them. From day one they were extremely personable and efficient, and very on the ball. Outstanding customer service and communication. Clare in particular was incredibly good at keeping me up to date with ...
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Jul 15, 2015
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Thank you for your kind words Victoria. It was a pleasure doing business with you. ...
Jun 25,2015
Jun 25,2015
0
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Clare was excellent , very efficient and returned my calls promptly. She always keep me informed with regards any concerns and issues. Many times she went over and above to help me out and I have no hesitation in recommending Keywest . Thank you Clare ....
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Jun 25, 2015
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Thank you so much for your kind words. ...
Apr 28,2015
Apr 28,2015
0
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First class service from Clare and the rest of the staff. They kept us fully informed of all viewings and followed up each one reporting back. Clare was particularly superb as she very professionally negotiated the sale process. Every thing you would expect and hope ...
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Comment on agent fees
Fees were competetive.
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Apr 28, 2015
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Hi Ann. Thank you so much for your review. It was a pleasure selling the property for you. ...
Apr 26,2015
Apr 26,2015
0
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Lisa is an excellent estate agent and a credit to her company and profession. After one call with Lisa I was confident that I had a contact that understood my requirements and was able to act quickly to find the properties I was looking for. ...
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Apr 27, 2015
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Thank you for your review Sean. ...
Apr 21,2015
Apr 21,2015
0
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We purchased a house through Key West in Leicester and our contact was Claire Philips. We have bought eight houses during our forty years of married life and we found Claire to be the most proactive and helpful of any agent we have dealt with. ...
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Comment on agent fees
We didn't pay a fee because we purchased the house through this agent.
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Feb 15,2015
Feb 15,2015
0
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Can't fault key west. Had been with them for 8 months, they were always well mannered and polite to me an my family. We had a few problems with the house...mainly to the cooker, it broke, not easy when you have a 3 year old, and ...
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Dec 13,2014
Dec 13,2014
0
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Clare was absolutely fantastic from beginning to end. She was instrumental in negotiating with the buyer in getting me the best possible price. it took an inordinate time to get the sale completed. The dealings with the buyers solicitors were extremely protracted due to their ...
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Jan 07, 2015
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Thank you so much for your kind words Mr Patel. It was a pleasure doing business with you. ...
Nov 09,2014
Nov 09,2014
0
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I first came across Clare Philips from Key West two and a half years ago when looking to buy a property for my daughter to live in whilst a university. Clare's level of customer care was nothing short of exceptional. We actually at that time ...
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Comment on agent fees
I felt the feed where fair and we earned
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Nov 10, 2014
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Many thanks for your review Helen. Much appreciated. ...
Oct 20,2014
Oct 20,2014
0
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I received a positive attitude right from initial valuation to completion. Was kept well informed of progress throughout the whole process although very professional but also in a friendly and welcoming manner.
Explanation of procedures and issues were made clear to me which took a ...
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Oct 20, 2014
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Many thanks for your review Norma! ...
Sep 24,2014
Sep 24,2014
1
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I have been in business 25 years and I know that providing a good service is easy when everything goes as expected but it's when it doesn't that you find out how good a company is.
Clare and the team were so professional and tenacious in ...
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Sep 24, 2014
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Hi Shaun, thanks for your review, Really appreciated! ...
Sep 12,2014
Sep 12,2014
1
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Dealt with a difficult sale very well. Managed viewings and surveys on my behalf very professionally. Fees good value. Good communications. Managed to get a price higher than I expected....
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Sep 12, 2014
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Many thanks for your review . ...
Sep 08,2014
Sep 08,2014
1
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Estate Agents can get a bad wrap at times... But my experience of key west has been astonishingly good... Firstly when I purchased a property through them, Clare managed to deal with a difficult purchase (shockingly bad solicitors) with a patience, calmness and sense of ...
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Sep 09, 2014
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Many thanks for the review. Feedback is always appreciated! ...
Sep 02,2014
Sep 02,2014
2
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I am one of four students who rented a beautiful property with Keywest estate agents. All staff were extremely helpful during the period that we rented one of their properties for 14 months. Staff were always polite and willing to help with any queries or concerns. ...
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Sep 02, 2014
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Thank you so much for your review. ...
Aug 07,2014
Aug 07,2014
3
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Key West seem to be the preeminent smaller firm in the Narborough Road corridor. I sold my house on Hopefield Road via them. At first they seemed personable and proactive, there's no corporate smarm. Their commission rates are negotiable; for a sole agent contract I ...
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Comment on agent fees
They didn't deserve a penny as I did all the work!
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May 10,2019
May 10,2019
0
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Recently rented a property from Keywest.dealt mainly with molly who was absolutely brilliant always there on the end of the phone to advise myself what to do next or to reassure if a problem arose this could be sorted.Brillaint service from friendly staff....
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Comment on agent fees
Agent fees cheapest I found
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Oct 21,2016
Oct 21,2016
0
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Fantastic service from Sam, Felix, Melanie and the whole team. They have managed my house for over 10 years and I have been really impressed particularly in the last 5 years as I moved to study back at uni in Bristol and gave them full control of ...
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Comment on agent fees
Great fees
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Sep 17,2018
Sep 17,2018
1
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this helpful
Excellent service, informative, friendly and professional. Tony Poole and colleagues made a difficult time bearable. Highly recommended and would not hesitate to consult them again if necessary...
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Comment on agent fees
Fine and fair.
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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
No procedure set.
Last updated at 9:09 AM 02/05/2019 by Jason Walker
