80% lettings valuation accuracy
79% lettings fee satisfaction
May 11,2021
May 11,2021
3
people found
this helpful
this helpful
Anybody there?
I've come to Braemore by accident as my original agency was bought up by Braemore. And that's when the trouble started....
Information is only sporadically passed on. It's impossible to get hold of someone via phone. Emails are not answered, even when there are pressing issues. And then you get a possibly faked email saying that they have been trying to get in touch for the past three months...
I've now moved away from Braemore and am still waiting for the final invoice from two months ago.
This is absolutely disgraceful and unacceptable!
I've come to Braemore by accident as my original agency was bought up by Braemore. And that's when the trouble started....
Information is only sporadically passed on. It's impossible to get hold of someone via phone. Emails are not answered, even when there are pressing issues. And then you get a possibly faked email saying that they have been trying to get in touch for the past three months...
I've now moved away from Braemore and am still waiting for the final invoice from two months ago.
This is absolutely disgraceful and unacceptable!
Was this helpful?
Yes
Yes
May 18, 2021
We have the exact same experience with Braemore. Its absolutely disgraceful and a NON existing customer service . I really don't understand it. We now stopped paying the rent , just to try to get some reaction from them , but even that does not seem to help . I have never experienced anything like it... May 14, 2021
@Julia your experience mirrors mine. I am also changing to a new agent after very disappointing response rate and complete lack of professionalism
Agent Response / Add a Comment
You can use this form to reply to the above review or a displayed comment on the above review.
Browse popular links for estate agents, letting agents and properties nearby
Latest Reviews
24th Feb 2022
reviewed by 'Fiona'
30th Sep 2021
reviewed by 'Sophie Milton'
10th Sep 2021
reviewed by 'G l'
9th Jul 2021
reviewed by 'Aleks'
Opening Hours
Address
Braemore Sales & Lettings
92 Morningside Road
Edinburgh
City of Edinburgh
EH10 4BY
01316246666
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Lettings | 80% | 79% | £275 | £3,000 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 129 | 23 | 340 | 84 | 68 | 0 | 12 | 0 | 24 | 5 |
Areas covered
- EH11
- EH10
- EH12
- EH9
- Morningside
- EH8
- Old Town
- EH7
- New Town
- EH6
- East Lothian
- EH5
- West Lothian
- EH4
- Mid Lothian
- EH3
- Fife
- EH2
- EH1
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
Advertise on
Members of
Rankings
Overall
Overall
Latest Properties
No Properties
Images & Videos
Dec 22,2022
Dec 22,2022
0
people found
this helpful
this helpful
Braemore's cost of repairs are mouth-watering & they probably make more money than landlords. Braemore would not return keys on termination of tenancy as they tried to infer outstanding power bill was the landlord's responsibility. Braemore held the tenant's deposit, therefore this was nonsense. DO NOT ...
read full review
read full review
Was this helpful?
Yes
Yes
Feb 24,2022
Feb 24,2022
1
people found
this helpful
this helpful
A complete shambles. One star is too many!
From a landlord's perspective I would advise avoiding at all costs. Terrible communication, poor administrative processes in place. Errors from them on HMO certification, informing landlord of impending tenant departure, and even passing rent on to landlord!
...
read full review
read full review
Was this helpful?
Yes
Yes
Sep 30,2021
Sep 30,2021
0
people found
this helpful
this helpful
They were alright when living in the property just slow to respond and fix issues.
The worst part for me is that when I moved out and needed a reference they wanted to charge £24 for a reference letter. Can’t believe they get away with ...
read full review
read full review
Was this helpful?
Yes
Yes
Sep 10,2021
Sep 10,2021
1
people found
this helpful
this helpful
AVOID AVOID AVOID AVOID AVOID
Braemore are the worst rental agency in Edinburgh.
They refuse to carry out repairs or any form of Maintenance at the properties they rent.
Due to lack of Maintenance and repair even after repeated emails and calls, I ended up ...
read full review
read full review
Attachments
Was this helpful?
Yes
Yes
Sep 01,2021
Sep 01,2021
1
people found
this helpful
this helpful
Avoid. From a tenants perspective, Braemore provides a miserable service with. extremely poor communication. Frequent mistakes made with no apology....
read full review
read full review
Was this helpful?
Yes
Yes
Jul 09,2021
Jul 09,2021
0
people found
this helpful
this helpful
My experience with Braemore has been absolutely terrible! This agency is not worth the hassle and they really don't care about their tenants. Me and my flatmate experienced 2 weeks without hot water and no washing machine! Our property manager was absolutely useless when it came ...
read full review
read full review
Was this helpful?
Yes
Yes
Jun 25,2021
Jun 25,2021
0
people found
this helpful
this helpful
Would give zero stars if I could. Terrible experience over a 5 year period. Had at least 4 different property managers, no one seemed to know any previous notes or emails, impossible to get answers from, never answered the phone. Had to chase parking company, electric company ...
read full review
read full review
Was this helpful?
Yes
Yes
May 27,2021
May 27,2021
2
people found
this helpful
this helpful
Excellent service from Alex McKinlay and Donna Reape though they were dealing with owners who live abroad and were unable to visit Scotland due to the pandemic conditions. Both were easy to talk to and very efficient and always provided sound advice.
This was in ...
read full review
read full review
Was this helpful?
Yes
Yes
May 11,2021
May 11,2021
3
people found
this helpful
this helpful
Anybody there?
I've come to Braemore by accident as my original agency was bought up by Braemore. And that's when the trouble started....
Information is only sporadically passed on. It's impossible to get hold of someone via phone. Emails are not answered, even when there ...
read full review
read full review
Was this helpful?
Yes
Yes
May 18, 2021
View all comments
(2)
We have the exact same experience with Braemore. Its absolutely disgraceful and a NON existing customer service . I really don't understand it. We now stopped paying the rent , just to try to get some reaction from them , but even that does not seem to help . I have never experienced anything like it... ...
May 08,2021
May 08,2021
0
people found
this helpful
this helpful
I agree with all the shocking reviews. I was treated the same. I was with Alba fir years then back in 2019 the service was terrible.
When tenants left they were charging for cleaning and repairs which were not being carried out.
Check in reports were ...
read full review
read full review
Was this helpful?
Yes
Yes
Mar 01,2021
Mar 01,2021
0
people found
this helpful
this helpful
As an overseas Landlord (at the other end of the world) it is great to have confidence that your agent is taking care of your property and tenant. I have found Michael to both responsive and considerate in reaching the high level of management I ...
read full review
read full review
Comment on agent fees
Reasonable for service being provided
Was this helpful?
Yes
Yes
Feb 27,2021
Feb 27,2021
0
people found
this helpful
this helpful
My partner and I are currently securing a lease with Braemore and have thus far found the whole process to be simple and friendly.
I enquired about the property and within 24 hours, had two possible viewing dates. I met Paul Davis on site and was ...
read full review
read full review
Was this helpful?
Yes
Yes
Dec 24,2020
Dec 24,2020
0
people found
this helpful
this helpful
We have a mouse infestation, and were told that because of the time of year, no pest control would be available until January. * told me that there is no such thing as emergency pest control, which I'm not sure is true. He also refuted that ...
read full review
read full review
Was this helpful?
Yes
Yes
Nov 04,2020
Nov 04,2020
1
people found
this helpful
this helpful
Little adjustment of my original review left a year ago let's say...Now that tenancy experience is over I must share it with anyone interested to rent out with this agency. Even though this story may not come as a surprise to some of you ...
read full review
read full review
Attachments
Was this helpful?
Yes
Yes
Jun 13,2020
Jun 13,2020
0
people found
this helpful
this helpful
* incompetent and rude property manager who we paid to make our lives worse. Here is just a flavour of our experience:
- When moving in, we had an array of problems with the flat. We focused our attention on requesting that the broken table was ...
read full review
read full review
Was this helpful?
Yes
Yes
May 29,2020
May 29,2020
3
people found
this helpful
this helpful
Braemore have let our property for many years efficiently and covered just what we needed at a competitive rate.
When it was time to sell they marketed the property excellently and managed the process in a timely manor....
read full review
read full review
Was this helpful?
Yes
Yes
May 25,2020
May 25,2020
2
people found
this helpful
this helpful
Also had an appalling experience with this particular agency and property manager. Disgusted with the way he handled a significant problem at the beginning of the tenancy. Rude, passive aggressive tone for no reason at all; he won't take responsibility or help out - always ...
read full review
read full review
Was this helpful?
Yes
Yes
Apr 30,2020
Apr 30,2020
0
people found
this helpful
this helpful
I have been letting my own home with Braemore for the past 12 years and in that time there have been no issues of concern - only 3 marketings and great tenants have been quickly found. The remarkable thing is that with Braemore Lettings - through their ...
read full review
read full review
Was this helpful?
Yes
Yes
Apr 06,2020
Apr 06,2020
4
people found
this helpful
this helpful
Fergus was useless and rude. The worst property manager in my 7 years of renting. Do not go with Braemore if at all possible....
read full review
read full review
Was this helpful?
Yes
Yes
Mar 30,2020
Mar 30,2020
0
people found
this helpful
this helpful
They may call themselves that but they couldn't let my flat for love nor money. Finally got rid of them and the new agent had a choice of two suitable tenants for me within one week. That was two and a half years ago and ...
read full review
read full review
Was this helpful?
Yes
Yes
Mar 18,2020
Mar 18,2020
0
people found
this helpful
this helpful
Always has a prompt reply with solution .
Nothing a problem .
Easy to work with , a huge pleasure to have as my property manager.....
read full review
read full review
Was this helpful?
Yes
Yes
Mar 17,2020
Mar 17,2020
0
people found
this helpful
this helpful
Always willing to assist , queries answered as soon as possible
nothing is to much trouble
If I email it is answered asap and my query is soon sorted
Thank you both...
read full review
read full review
Was this helpful?
Yes
Yes
Mar 11,2020
Mar 11,2020
0
people found
this helpful
this helpful
I have been renting the flat for a few years. Always get help and support if needed. The flat manager very friendly and polite, good communication and they fix problems in a flat very quickly. Highly recommended....
read full review
read full review
Was this helpful?
Yes
Yes
Mar 04,2020
Mar 04,2020
0
people found
this helpful
this helpful
My experience with Braemore was fantastic, I couldn't recommend their agency highly enough! Wonderful friendly & helpful staff, especially my property manager Alison McInnes, she was amazing. If there was such as thing as a 10 star rating here, they would get it!...
read full review
read full review
Was this helpful?
Yes
Yes
Feb 29,2020
Feb 29,2020
0
people found
this helpful
this helpful
Lynne was extremely helpful and pleasant. Very clear and attentive sorted out everything for us with no waiting and no fuss...
read full review
read full review
Was this helpful?
Yes
Yes
Feb 26,2020
Feb 26,2020
0
people found
this helpful
this helpful
Laura always got back to emails quickly and was informative, helpful and organised in helping me get my name on the tenancy. Thanks Laura....
read full review
read full review
Was this helpful?
Yes
Yes
Jan 29,2020
Jan 29,2020
0
people found
this helpful
this helpful
Gill's service was awesome. She communicated effectively through email and was quick to respond to phone calls regarding any concerns. Gill was able to answer all questions and even asked fellow colleagues when questions were outside of her responsibility, making her an incredible problem-solver which ...
read full review
read full review
Was this helpful?
Yes
Yes
Jan 19,2020
Jan 19,2020
0
people found
this helpful
this helpful
Professional, timely and efficient all while being pleasant and lovely. Highly recommend Lynne Moore, Helen McEwan and the Braemore Morningside letting team in finding your next family home....
read full review
read full review
Was this helpful?
Yes
Yes
Jan 17,2020
Jan 17,2020
0
people found
this helpful
this helpful
Lynne Moore was very professional and efficient and responded very quickly to all emails. The whole letting process happened quickly and easily. I would definitely recommend Braemore Sales and Lettings....
read full review
read full review
Was this helpful?
Yes
Yes
Jan 15,2020
Jan 15,2020
0
people found
this helpful
this helpful
Wow service,polite and efficient staff. Wonder and excellent timing. Right from the viewing through the tenancy process has being flawless because of the assistance provided by these staff. My family and I are sincerely grateful!!!...
read full review
read full review
Was this helpful?
Yes
Yes
Susan
(52)
Susan
(31)
Lynne
Laura
(19)
Lynn
(19)
Pauline
(16)
Alison
(14)
Marion Goffin
(12)
Mark
(12)
Kjartan
(10)
Andras
(9)
Callum
(9)
Rachel
(8)
Lisa
(7)
Gillian
Gary
(5)
Emma Breach
(4)
Emma
(4)
Helen
(4)
Caroline
(4)
Rachel
(4)
Fergus
(4)
Ula
(3)
Tiffany
(3)
Sophie Sleigh
(2)
Claire
(2)
Glynnis
(2)
Deborah
(2)
Juli
(2)
Jayme Jamieson
(1)
Alison
(1)
Barry
(1)
Barbara
(0)
Derek
(0)
Leigh
(0)
Sam Wilson
(0)
Bruce
Mhairi
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
Braemore are committed to providing a professional service to all our landlords and tenants. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have a complaint, please put it in writing, including as much detail as possible.
If you have a complaint about our service, or about the service of a contractor or third party who we have instructed to provide goods or services in relation to a property owned by or occupied by you, please write down the details of your complaint and send it to:
Braemore, Orchard Brae House, Level 2, 30 Queensferry Road, Edinburgh, EH4 2HS or email:- [email protected], alternatively you can:
Fill in a complaints form
Braemore will respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
We will send you an email acknowledging receipt of your complaint within 3 working days of receiving it.
We will then investigate your complaint. This will normally be dealt with by the line manager who will review your file and speak to the member of staff who dealt with you. A formal written email outcome of our investigation will be sent to you within 15 working days of sending the acknowledgment email.
If at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
We will email you within 15 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
You may apply to the First-tier Tribunal for Scotland (Housing & Property Chamber) if we have breached the Scottish Letting Agent Code of Practice and you remain dissatisfied once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale. You can contact the Housing & Property Chamber at: -
4th floor, 1 Atlantic Quay, 45 Robertson Street, Glasgow, G2 8JB, Telephone: 0141 3025900. Details can be found at https://www.housingandpropertychamber.scot
Braemore is registered with the Scottish Letting Agent Register (registration number 22174) and is required to adhere to the Scottish Letting Agent Code of Practice which can be found at http://www.legislation.gov.uk/ssi/2016/133/schedule/made.
In accordance with the code we will retain (in electronic or paper form) all correspondence abut a complaint for five years.
Braemore is also a member of the Council of Letting Agents (www.counciloflettingagents.com) and you may invoke their complaints procedure if you remain dissatisfied once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale.
Braemore is a member of ARLA Propertymark (www.propertymark.co.uk) and you may invoke their complaints procedure if you remain dissatisfied once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale.
Braemore is also a member of The Property Ombudsman and you may request an independent review once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale.
You can contact The Property Ombudsman Ltd at:-
Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP, telephone: 01722 333 306. Details can be found at www.tpos.co.uk
Please note the following:- You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
Last updated at 2:09 PM 31/10/2017 by allAgents
If you have a complaint about our service, or about the service of a contractor or third party who we have instructed to provide goods or services in relation to a property owned by or occupied by you, please write down the details of your complaint and send it to:
Braemore, Orchard Brae House, Level 2, 30 Queensferry Road, Edinburgh, EH4 2HS or email:- [email protected], alternatively you can:
Fill in a complaints form
Braemore will respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
We will send you an email acknowledging receipt of your complaint within 3 working days of receiving it.
We will then investigate your complaint. This will normally be dealt with by the line manager who will review your file and speak to the member of staff who dealt with you. A formal written email outcome of our investigation will be sent to you within 15 working days of sending the acknowledgment email.
If at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
We will email you within 15 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
You may apply to the First-tier Tribunal for Scotland (Housing & Property Chamber) if we have breached the Scottish Letting Agent Code of Practice and you remain dissatisfied once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale. You can contact the Housing & Property Chamber at: -
4th floor, 1 Atlantic Quay, 45 Robertson Street, Glasgow, G2 8JB, Telephone: 0141 3025900. Details can be found at https://www.housingandpropertychamber.scot
Braemore is registered with the Scottish Letting Agent Register (registration number 22174) and is required to adhere to the Scottish Letting Agent Code of Practice which can be found at http://www.legislation.gov.uk/ssi/2016/133/schedule/made.
In accordance with the code we will retain (in electronic or paper form) all correspondence abut a complaint for five years.
Braemore is also a member of the Council of Letting Agents (www.counciloflettingagents.com) and you may invoke their complaints procedure if you remain dissatisfied once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale.
Braemore is a member of ARLA Propertymark (www.propertymark.co.uk) and you may invoke their complaints procedure if you remain dissatisfied once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale.
Braemore is also a member of The Property Ombudsman and you may request an independent review once the above steps have been exhausted, or if we do not process your complaint within a reasonable timescale.
You can contact The Property Ombudsman Ltd at:-
Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP, telephone: 01722 333 306. Details can be found at www.tpos.co.uk
Please note the following:- You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
