95% lettings valuation accuracy
98% lettings fee satisfaction
May 11,2021
May 11,2021
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I have never had such a bad experience with a letting agent in Bristol. From day 1 there were issues. When we arrived we found the property wasn't properly cleaned, there was food in the oven and the bins were filled with broken glass and various other items. Considering the last tenant was a letting agent for the letting game I was surprised how filthy the place was. The letting game refused to do anything about this and I had to remove the rubbish myself and organise all their rubbish and recycling in order for it to be collected.
Fast forward a few months, we have a major damp problem causing the paint to peel in the second bedroom. I had to move into the lounge as it wasn't healthy sleeping next to mould and damp. The mould and damp also spread to the bathroom. When we raised the complaints with the letting game they sent someone round. He painted over the mould with a damp resistant paint…this was their solution to fixing the rotting bathroom. As for the living room this issue was never resolved, we had to repaint it ourselves.
On another occasion my housemate got locked out of the property, the letting game then charged her £150 to send someone over and help her climb through the window, they didn't even bring keys…. She had just finished a 12hr shift as an intensive care nurse during the pandemic.
When we moved out of the property we had £600 taken off our deposit. The property was left perfectly clean and tidy, I have the photographs to prove it! We replaced the old mouldy curtains they had left there with brand new curtains and we were charged for this. We were charged for 'missing items' things that I left in the property. We were charged over £200 for an 'end of tenancy clean' when the property was immaculate. £20 was taken for a light-bulb not working, these deductions were hugely over-inflated and some completely immoral, when asked to provide evidence the letting game decided to ignore our calls and emails. We were good tenants, both frontline key workers, everything was paid on time every month, we never had any complaints from anyone else. It seems the letting game will do anything to get your money, do not trust them for a minute.
Fast forward a few months, we have a major damp problem causing the paint to peel in the second bedroom. I had to move into the lounge as it wasn't healthy sleeping next to mould and damp. The mould and damp also spread to the bathroom. When we raised the complaints with the letting game they sent someone round. He painted over the mould with a damp resistant paint…this was their solution to fixing the rotting bathroom. As for the living room this issue was never resolved, we had to repaint it ourselves.
On another occasion my housemate got locked out of the property, the letting game then charged her £150 to send someone over and help her climb through the window, they didn't even bring keys…. She had just finished a 12hr shift as an intensive care nurse during the pandemic.
When we moved out of the property we had £600 taken off our deposit. The property was left perfectly clean and tidy, I have the photographs to prove it! We replaced the old mouldy curtains they had left there with brand new curtains and we were charged for this. We were charged for 'missing items' things that I left in the property. We were charged over £200 for an 'end of tenancy clean' when the property was immaculate. £20 was taken for a light-bulb not working, these deductions were hugely over-inflated and some completely immoral, when asked to provide evidence the letting game decided to ignore our calls and emails. We were good tenants, both frontline key workers, everything was paid on time every month, we never had any complaints from anyone else. It seems the letting game will do anything to get your money, do not trust them for a minute.
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Opening Hours
Address
The Letting Game
Henleaze House, Harbury Road
Henleaze,Bristol
City of Bristol
BS9 4PN
0117 9898 215
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Lettings | 95% | 98% | £400 | £5,400 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 303 | 7 | 421 | 30 | 2 | 1 | 2 | 0 | 22 | 4 |
Areas covered
- BS1
- Redland, Henleaze, Clifton
- BS2
- BS13, BS15
- BS11
- BS3, BS4
- BS34
- BS5
- BS6
- BS7
- BS8
- BS9
- BS10
Services offered
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- Block Management
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Featured Review
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Sep 09,2024
Sep 09,2024
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Finding a house in the Bristol market was quite challenging, but the team at The Letting Game made the process incredibly smooth and stress-free. I'd like to take this opportunity to express my sincere gratitude to everyone involved for making the experience so easy as ...
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Aug 29,2024
Aug 29,2024
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We have had great advice and support - not only are we happy with the service from Tracy and The Letting Game, our tenants have also appreciated The Letting Game's professional and friendly service....
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Aug 23,2024
Aug 23,2024
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Amy Payne is a thoughtful, informative and friendly letting agent.
She has made my Bristol flat hunting experience much smoother than I was expecting it to be.
I would recommend her and the company to any of my friends/ colleagues....
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Jul 31,2024
Jul 31,2024
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Taylor was fantastic and so friendly when she was explaining everything to me, as a new landlord she made the whole process very easy. Would really recommend the letting game for their clear communication, speed of work and friendliness....
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Aug 01,2024
Aug 01,2024
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Securing a tenancy with the Letting Game has been easy and efficient. Amy was responsible for the property viewings and the initial stages of securing the tenancy, and Emily took over with the admin/referencing after the holding deposit was paid. Both Amy and Emily ...
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Oct 29,2024
Oct 29,2024
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Very responsive letting agent, staff are very friendly. Amy went above and beyond when showing the property and answering questions....
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Oct 24,2024
Oct 24,2024
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Amy has been a pleasure to deal with and has answered all of our questions in a timely and professional manner. We felt she was doing everything she possibly could to help us secure the tenancy. Would highly recommend...
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Oct 23,2024
Oct 23,2024
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Once again The Letting Game have found me a great group of students for my large HMO. The service from start to finish was excellent. Hope and Anna specifically are super organised and manage the department really well. I recognise the team continuously strive for ...
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Oct 19,2024
Oct 19,2024
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Amy was very friendly and helpful! she was well informed about the details of the house and landlord and answered all my questions....
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Oct 18,2024
Oct 18,2024
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Amy was supper supportive in the process, their was a time mishap and she came back t9 show me the property, super friendly and polite aswell - glad to have amy through the process....
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Oct 16,2024
Oct 16,2024
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It was nice experience staffs are Good friendly and punctual...
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Oct 16,2024
Oct 16,2024
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Iam happy with service so far. Very helpful and explained very well about the process....
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Oct 15,2024
Oct 15,2024
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Amy was incredibly personable and helpful in finding our Bristol flat in a fast paced market. She was professional but had great rapport. She was very responsive to messages so I felt assured that I was being kept in the loop as my application progressed....
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Oct 15,2024
Oct 15,2024
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Rich was really great to deal with and made the whole process of letting my flat as easy and straightforward as it could be - which has not always been my experience in the past!...
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Oct 15,2024
Oct 15,2024
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I can't fault the service, everything moved along quickly and without hassle due to the helpful staff at The Letting Game. Amy, who did the viewing was friendly and personable, and answered all my questions easily and well. Emily, who dealt with the admin was ...
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Oct 14,2024
Oct 14,2024
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Amy was so helpful in securing our flat, she got us a viewing and got all the documents sorted in the same day! She was so friendly and made us feel at ease, and answered all the questions we had. She even congratulated us when ...
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Oct 14,2024
Oct 14,2024
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Our experience with Amy was very speedy and thorough. From the viewing which was very personable and positive, we felt so good about our property and the potential we could have here. Amy answered all of our questions and reassured our doubts. The admin process ...
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Sep 30,2024
Sep 30,2024
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I really appreciate all your help in securing the property. The process has been smooth and straightforward, and you've answered all my questions promptly, which I’m grateful for....
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Sep 22,2024
Sep 22,2024
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Amy was great! Gave us a warm welcome and time to give the property a proper good look....
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Sep 16,2024
Sep 16,2024
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The process was smooth and stressfree, thank you for all the help....
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Sep 13,2024
Sep 13,2024
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Amy has been excellent in dealing with our tenancy. She was great during the viewing and has been attentive and helpful since....
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Sep 11,2024
Sep 11,2024
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I have never had the misfortune of dealing with such an inadequate, unprofessional company in my entire life. They let their properties in uninhabitable states and treat students with utter distain. The inventory stated mould needed urgent action, yet six weeks later NO action has ...
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Sep 05,2024
Sep 05,2024
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letting game is fantastic, everyone there is friendly and helpful. Definitely will use next year
only downside is they use goodlord for referencing which was painful ....
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Sep 05,2024
Sep 05,2024
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Amy was very friendly and quick in responding to all the queries we had...
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Aug 31,2024
Aug 31,2024
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We were impressed with the efficiency and professionalism of the staff involved with our tenancy.
Emily was able to help us with a contract enquiry and immediately sorted the issue for us.
If we had been new tenants all the details, reminders and paperwork would ...
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Aug 22,2024
Aug 22,2024
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In a super competitive renting market, The Letting Game really came through!
Their processes and support are modern, streamlined, and super easy to navigate. The only reason I give 4 stars instead of 5 is because they're a little difficult to reach over the phone, but they're ...
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Aug 21,2024
Aug 21,2024
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It was excellent. Really helpful and brilliant. Thanks a lot....
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Aug 19,2024
Aug 19,2024
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Amy is very serious in replying to messages and patient in solving my problems. He is the best agent I have ever met in the UK....
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Aug 13,2024
Aug 13,2024
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Great service all around. Amy + team were helpful. Some repeated information across forms but nothing too major. Would recommend so far!...
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Aug 06,2024
Aug 06,2024
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Very nice experience. I am so happy i will recomend it....
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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
The Letting Game, a Member of The
Property Ombudsman, aims to provide the highest standards of service to all our
customers. To ensure that your interests are safeguarded, a complaints
procedure has been introduced. This provides for the matter to be dealt with
internally by Mr Matthew Sweetman and in the event that we are not able to deal
with the issue to our mutual satisfaction, by reference to The Property
Ombudsman. If you believe you have a complaint,
please write in the first instance to the Matthew Sweetman at the address as
below: Matthew SweetmanThe Letting GameHenleaze HouseHarbury RoadHenleazeBristolBS9 4PN. Your complaint will be acknowledged
within 24 hours but no longer than 3 working days, investigated thoroughly in
accordance with established in-house procedures and a formal reply will be sent
to you within 15 working days of receipt of your complaint. If you are not satisfied with the
outcome of our initial investigation, you are provided with a further
opportunity to have the complaint reviewed by our Managing Director, at the
address given below: Jack HeadThe Letting GameHenleaze HouseHarbury RoadHenleazeBristolBS9 4PN.
In the event that the final review as
detailed above still fails to satisfy your complaint, then you are at liberty
to have the matter referred to the The Property Ombudsman. We will submit our
file to the Ombudsman on request. You are also entitled to have your complaint
referred to the Ombudsman should we fail to deal with matters promptly or do not
comply with our in-house complaints procedure within 8 weeks from the date we
receive your written notification.
Last updated at 5:04 PM 05/09/2019 by allAgents
Property Ombudsman, aims to provide the highest standards of service to all our
customers. To ensure that your interests are safeguarded, a complaints
procedure has been introduced. This provides for the matter to be dealt with
internally by Mr Matthew Sweetman and in the event that we are not able to deal
with the issue to our mutual satisfaction, by reference to The Property
Ombudsman. If you believe you have a complaint,
please write in the first instance to the Matthew Sweetman at the address as
below: Matthew SweetmanThe Letting GameHenleaze HouseHarbury RoadHenleazeBristolBS9 4PN. Your complaint will be acknowledged
within 24 hours but no longer than 3 working days, investigated thoroughly in
accordance with established in-house procedures and a formal reply will be sent
to you within 15 working days of receipt of your complaint. If you are not satisfied with the
outcome of our initial investigation, you are provided with a further
opportunity to have the complaint reviewed by our Managing Director, at the
address given below: Jack HeadThe Letting GameHenleaze HouseHarbury RoadHenleazeBristolBS9 4PN.
In the event that the final review as
detailed above still fails to satisfy your complaint, then you are at liberty
to have the matter referred to the The Property Ombudsman. We will submit our
file to the Ombudsman on request. You are also entitled to have your complaint
referred to the Ombudsman should we fail to deal with matters promptly or do not
comply with our in-house complaints procedure within 8 weeks from the date we
receive your written notification.
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