The maintenance issues were reported long before the COVID19 lockdown so to use the current situation we find ourselves in, in order to facilitiate your response is disgraceful. Please see picture attached of when the smoke alarm problem was raised (10th March) and when the UK lockdown started (23rd March). For 23 days I would hear a very loud beep every few minutes causing me stress and sleepless nights as well as not being fire safe.

Regarding the rodents: Yes I did in fact report this problem on your portal and I have attached a screenshot of it. So I'm not sure what it is exactly that you "are seeing".


Regarding the ridicolous amount of viewings that you had requested from I have attached 2 images of e-mails to show the sheer volume that I had to deal with, I have received EIGHT e-mails in a single day! what you called a "little overzealous" is absolutely schocking. It hasn't took me until this review to raise these concerns, perhaps ask your agents to forward you the e-mails I had sent to them to explain my situation and how I was ignored me and called by one of your team leaders to explain to me that he feels I should be more "flexible" as opposed to blaming me for your lack of quality customer service.

DO NOT deal with this company. They are NOT tenant friendly in any way shape or form.

Thank you for your review. I am sorry you feel your experience through Ascend has been a negative one, we put tenants at the forefront of all our decisions, so this isn’t the feedback we would hope to receive. We would accept that during your tenancy there have been some delays linked to maintenance, these were unavoidable, but we do apologise due to this being further amplified by the Covid-19 outbreak. I can see there wasn’t a job raised for any rodent issue on our maintenance portal during your tenancy so the advice you were given was likely to reflect that this was indeed a Council issue, due to where the rodents were located.

It’s Ascend’s policy to request that you provide notice on your current tenancy before a reference for a new landlord can be completed. We are sorry this wasn’t appropriate for your situation, this is just standard protocol, however we are of course happy to discuss an individual’s circumstances and it’s just unfortunate it has taken this review for you to raise such concerns. In relation to giving notice on your tenancy, once we receive this, it is standard to look to secure a new tenant as quickly as possible meaning viewings commence immediately. We are sorry that in your personal situation this had come across as a little overzealous, but we rarely book more than one viewing in on any given day, and this system is in place to cause the lease disruption to you in the long run. We are not inflexible on viewing appointments when they are not convenient, we always strive to work with a tenant by discussing alternative days and times, something which you have exercised already which is evidenced by just a single viewing taking place, the rest were cancelled. I can assure you that once a new tenant is found, viewings cease immediately, leaving you to enjoy the rest of your tenancy in peace.

Regarding the delay in returning your deposit, unfortunately where there are deductions to be made due to dilapidations, we are reliant on external contractors to invoice for the work. I apologise that this took longer than we would have liked, there are a reduced number of contractors still working during the outbreak and a by-product of this is that works are taking longer than normal. I can confirm the property has been fully cleaned and that the invoice is for the works undertaken at the property. I understand that once you received the costs you accepted the dilapidations and the refund of the deposit was processed without further delay.

We would certainly not want to be tarnished with being rude or bullish in our interactions with tenants, so if you have any evidence of this please raise through our complaints process and we will investigate this matter further.