60% sales valuation accuracy
0% sales fee satisfaction
100% lettings valuation accuracy
0% lettings fee satisfaction
Jan 30,2013
Jan 30,2013
1
people found
this helpful
this helpful
I'm a IT professional who just moved to London last year, never had any problem with any tenants or agency before.
The rent was debited from our account on the 18th of each month.
Beginning of November, I gently asked the person of the agent to please move the payment date to the end of the month, as everyone (we shared the apartment) were getting paid at the end of each month, and we had no intention of not paying, but it would help us if you could move it 12 to 13 days later really.
It would have incurred bank charges, interest and get us into debt. We got worried but we thought, 'This is agency is big. It must be big because of it's great customer service. It will help us. We are being honest with them..."
The first reply on phone from the Credit Controller of the branch was...
"I will be in touch with the landlord and will get back to you."
The problem is even if she got back to me, this does not change we get paid at the end of the month.
A week later I chased her because I didn't get a reply..
Answer:"Please leave it with me I will chase the landlord"
December comes, email comes and letter threats of arrears comes, saying our rent is late, as if this Credit Controller knew nothing. SHE KNEW and still sent these letters. As if we did not try to resolve and phone calls have been made, as if we are not good willing people.
it goes on until today end of January (3months), emails and letter ignores that we have been trying to be just informing in advance.
A charge is requested, the agent says,
"Like I explained to you I have sent emails to the landlord with regards to this and have had no reply so yes if payment is not paid on the due date arrears letters will be sent to you. The landlord is our client and we act on her instruction."
Client...someone who purchases, buys, rents, gives money in exchange of products or services. It doesn't matter who YOU THINK is a a client. The Tenant is also a client. No one gives a damn who can instruct who. The Tenant, client doesn't care about your facts...
Synonyms for Customer...
customer - shopper - patron - buyer - purchaser
Here's what Seth Godin says about the ONLY Purpose of 'Customer Service' a very good lesson here for the agency that represents you Oh..Kinleigh Folkard & Hayward
"The Purpose of Customer Service is.....to change feelings. Not the facts, but the way your customer feels. The facts might be the price, or a return, or how long someone had to wait for service. Sometimes changing the facts is a shortcut to changing feelings, but not always, and changing the facts alone is not always sufficient anyway.
If a customer service protocol (your call center/complaints department/returns policy) is built around stall, deny, begrudge and finally, to the few who persist, acquiesce, then it might save money, but it is a total failure.
The customer who seeks out your help isn't often looking to deplete your bank account. He is usually seeking validation, support and a path to feeling the way he felt before you let him down...."
So yes, I am terribly annoyed, I'm giving money to KFH who don't care, won't help and pass the blame on other department who managed to reach the landlord to let us know the contract is not renewed. You think I'll ever refer this agency to anyone?
More insult. Women live in this flat. They gave the key to a gas boiler man. He walked into the house without us knowing. This is what this agency is doing now. No respect for tenants.
I will do my damn hardest to let everyone know to never rent from KFH. Believe me, if you think I'm going to do whatever here does and just writes, you got another thing coming. I'm really angry.
This could have been resolved. The largest estate agency in London? You kidding me?
No. They hired the most incompetent, obnoxious, arrogant, unhelpful representatives of their brand I have ever come across. Lacks customer service and understanding that one good tenant can lead to many more good tenant. But one angry tenant, hurt, disappointment leads to hell on social media for the agency, plus press releases.
I pay money, and I am told I'm not important, I'm nobody, I'm not a client? And add to injury... agency gets 3 months advance notice of the problem to help, to remove obstacle but instead they didn't listen.
I will avoid KFH like the plague.
The rent was debited from our account on the 18th of each month.
Beginning of November, I gently asked the person of the agent to please move the payment date to the end of the month, as everyone (we shared the apartment) were getting paid at the end of each month, and we had no intention of not paying, but it would help us if you could move it 12 to 13 days later really.
It would have incurred bank charges, interest and get us into debt. We got worried but we thought, 'This is agency is big. It must be big because of it's great customer service. It will help us. We are being honest with them..."
The first reply on phone from the Credit Controller of the branch was...
"I will be in touch with the landlord and will get back to you."
The problem is even if she got back to me, this does not change we get paid at the end of the month.
A week later I chased her because I didn't get a reply..
Answer:"Please leave it with me I will chase the landlord"
December comes, email comes and letter threats of arrears comes, saying our rent is late, as if this Credit Controller knew nothing. SHE KNEW and still sent these letters. As if we did not try to resolve and phone calls have been made, as if we are not good willing people.
it goes on until today end of January (3months), emails and letter ignores that we have been trying to be just informing in advance.
A charge is requested, the agent says,
"Like I explained to you I have sent emails to the landlord with regards to this and have had no reply so yes if payment is not paid on the due date arrears letters will be sent to you. The landlord is our client and we act on her instruction."
Client...someone who purchases, buys, rents, gives money in exchange of products or services. It doesn't matter who YOU THINK is a a client. The Tenant is also a client. No one gives a damn who can instruct who. The Tenant, client doesn't care about your facts...
Synonyms for Customer...
customer - shopper - patron - buyer - purchaser
Here's what Seth Godin says about the ONLY Purpose of 'Customer Service' a very good lesson here for the agency that represents you Oh..Kinleigh Folkard & Hayward
"The Purpose of Customer Service is.....to change feelings. Not the facts, but the way your customer feels. The facts might be the price, or a return, or how long someone had to wait for service. Sometimes changing the facts is a shortcut to changing feelings, but not always, and changing the facts alone is not always sufficient anyway.
If a customer service protocol (your call center/complaints department/returns policy) is built around stall, deny, begrudge and finally, to the few who persist, acquiesce, then it might save money, but it is a total failure.
The customer who seeks out your help isn't often looking to deplete your bank account. He is usually seeking validation, support and a path to feeling the way he felt before you let him down...."
So yes, I am terribly annoyed, I'm giving money to KFH who don't care, won't help and pass the blame on other department who managed to reach the landlord to let us know the contract is not renewed. You think I'll ever refer this agency to anyone?
More insult. Women live in this flat. They gave the key to a gas boiler man. He walked into the house without us knowing. This is what this agency is doing now. No respect for tenants.
I will do my damn hardest to let everyone know to never rent from KFH. Believe me, if you think I'm going to do whatever here does and just writes, you got another thing coming. I'm really angry.
This could have been resolved. The largest estate agency in London? You kidding me?
No. They hired the most incompetent, obnoxious, arrogant, unhelpful representatives of their brand I have ever come across. Lacks customer service and understanding that one good tenant can lead to many more good tenant. But one angry tenant, hurt, disappointment leads to hell on social media for the agency, plus press releases.
I pay money, and I am told I'm not important, I'm nobody, I'm not a client? And add to injury... agency gets 3 months advance notice of the problem to help, to remove obstacle but instead they didn't listen.
I will avoid KFH like the plague.
What agent could do to change your mind?
The best measurement of customer support is whether, after the interaction, the customer would recommend you to a friend. Time on the line, refunds given or the facts of the case are irrelevant. The feelings are all that matter, and changing feelings takes humanity and connection, not cash...." I would have liked the agent to talk to the Landlord, changed the date to the end of the month so I could pay the rent without extra charges, without threatening letters of arrears, without telling me I am not important, that the Landlords is who she listened to and no me. That's what I would like to have done. I would have liked the Credit Controller to say, "I'm going to talk to someone now, and get this sorted as it's urgent and we don't want you to get into arrears." I would have liked that on the same day, she called and said, "we have changed the date to the end of the money. Is there anything else we can help you with?" Do you know how I would have felt if she did that? Over the moon. I would have felt this agency cared. I would have told everyone on facebook, on twitter, and on my email to all I know. And...I know a lot of people. A lot. I would have liked that I wasn't ignored for 3 months and for the Credit Control to act like nothing has happened and send me threatening letters about arrears that said... "The Landlord might take further legal proceedings.." I would have liked to have trusted the agency, to walk away happy and to one day, when I needed to rent again, to know I can come back and be treated with respect. I would have liked to have "FELT" good. I will never forget this experience. I will never trust this brand again. I will never refer anyone to this agency ever. I hope I have been thorough, detailed and vocal so you take my complaint seriously.Attached Filesnbsp;
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Latest Reviews
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reviewed by 'Disgruntled'
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Opening Hours
Address
Kinleigh Folkard & Hayward
5 Compton Road
Wimbledon,London
Greater London
SW197QA
0208 739 2000
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 60% | 0% | £0 | £0 |
| Lettings | 100% | 0% | £1,875 | £2,000 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 1 | 2 | 0 | 8 | 0 | 0 | 0 | 0 | 1 | 1 |
Areas covered
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Oct 19,2019
Oct 19,2019
0
people found
this helpful
this helpful
KFH has taken nearly £4000 in rent and deposit and left us with no central heating or hot water for 2 weeks since day of arrival.
KFH have failed their legal obligations to do major repairs and maintenance, promising to provide a professionally cleaned flat, but we ...
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Jul 29,2019
Jul 29,2019
0
people found
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this helpful
This agency is simply the least professional/competent/friendly company that I have to deal with. They don't look after their clients at all, they just make sure you pay them as much as possible, that's all....
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Mar 28,2017
Mar 28,2017
1
people found
this helpful
this helpful
I don't have the energy to write the novel i could write on how unbelievably terrible the service I received*. I would recommend someone spend a week having their teeth pulled out at the dentist as a more enjoyable service than having her manage your ...
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Comment on agent fees
Daylight robbery
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Jan 11, 2022
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(1)
Hi Ariana,
Sorry to hear that the service levels you are currently receiving from KFH are not what you would expect from your managing agent.
Please see a link to our website below. We are keen to speak with you to see where we can potentially look to pick up the relationship and resolve the issues noted above.
https://www.burlingtonestates.co.uk/
Please see my contact details below for reference. I am unable to access any details directly from allAgents, so please do send an emai ...
Dec 02,2016
Dec 02,2016
0
people found
this helpful
this helpful
We are landlords. We had terrible management by Natalie and her team culminating in legal advice and proceedings. They added no discernible value for their fees and in fact exacerbated problems with their delays and lack of management....
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Oct 28,2016
Oct 28,2016
0
people found
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Our property was managed by KFH Estate Agents due to our Landlord being out of the country. I was completely appalled by their lack of professionalism; phones called not returned and false promises of follow up emails. Our property had the issue of damp which ...
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Jan 11, 2022
View all comments
(1)
Hi Ariana,
Sorry to hear that the service levels you are currently receiving from KFH are not what you would expect from your managing agent.
Please see a link to our website below. We are keen to speak with you to see where we can potentially look to pick up the relationship and resolve the issues noted above.
https://www.burlingtonestates.co.uk/
Please see my contact details below for reference. I am unable to access any details directly from allAgents, so please do send an emai ...
Nov 19,2015
Nov 19,2015
3
people found
this helpful
this helpful
This is a terrible letting agent and I would not recommend that anyone use them. Their fees are incredibly high even for London, their staff are rude and they try to do the minimal amount of work possible. I can honestly say I have never ...
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Comment on agent fees
The fees charged are the highest I have come across for doing very little work.
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Dec 22,2014
Dec 22,2014
0
people found
this helpful
this helpful
Olivia was extremely professional at all times, in my dealings with her. Her communications were clear and concise. Olivia also handled all queries / issues, etc. very promptly. Overall, it was a real pleasure to work with Olivia - and I felt very confident that my ...
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Oct 13,2014
Oct 13,2014
0
people found
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This morning, KFH gave a set of my keys to a contractor to gain access to my property. They did so without permission from me, and also without a KFH representative being present during this appointment. I am appalled that a company in which I ...
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Mar 14,2014
Mar 14,2014
0
people found
this helpful
this helpful
I have rented out the same property for over ten years and am now on my third managing agent. Thankfully I won't have to move to a fourth. The first two companies I used veered from hopeless to more hopeless but Kinleigh's actually knows what ...
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Feb 04,2014
Feb 04,2014
0
people found
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Where do I start.
Firstly, if you see something you would like repaired in the property before you move in, the negotiator will give you assurances things will be fixed before the tenenacy starts. Even if you get that statement in writing before you move ...
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Jun 24,2013
Jun 24,2013
3
people found
this helpful
this helpful
Horrible experience.
When it comes to you paying "the monies" as they say, which are the outrageous fees and the deposit, they are very nice, friendly, but once you have paid they suddenly become unavailable, bounce you off, hang up while you are waiting on ...
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Feb 23,2013
Feb 23,2013
2
people found
this helpful
this helpful
There are so many things that KFH have done wrong that there isn't enough time in the day to get it all in print.
It isn't only the Property Management side that I listed above either. When I decided to take the flat, which I ...
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What agent could do to change your mind?
The property manager could start by being more sympathetic to the tenant, believing the tenant and reacting swiftly and efficiently when something needs doing, And not arguing with me at every turn. Learn how to be a service provider in a corteous, diplomatic manor. After all, it is the tenant paying through the nose for the flat!Attached Filesnbsp;
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Jan 30,2013
Jan 30,2013
1
people found
this helpful
this helpful
I'm a IT professional who just moved to London last year, never had any problem with any tenants or agency before.
The rent was debited from our account on the 18th of each month.
Beginning of November, I gently asked the person of the agent ...
read full review
read full review
What agent could do to change your mind?
The best measurement of customer support is whether, after the interaction, the customer would recommend you to a friend. Time on the line, refunds given or the facts of the case are irrelevant. The feelings are all that matter, and changing feelings takes humanity and connection, not cash...." I would have liked the agent to talk to the Landlord, changed the date to the end of the month so I could pay the rent without extra charges, without threatening letters of arrears, without telling me I am not important, that the Landlords is who she listened to and no me. That's what I would like to have done. I would have liked the Credit Controller to say, "I'm going to talk to someone now, and get this sorted as it's urgent and we don't want you to get into arrears." I would have liked that on the same day, she called and said, "we have changed the date to the end of the money. Is there anything else we can help you with?" Do you know how I would have felt if she did that? Over the moon. I would have felt this agency cared. I would have told everyone on facebook, on twitter, and on my email to all I know. And...I know a lot of people. A lot. I would have liked that I wasn't ignored for 3 months and for the Credit Control to act like nothing has happened and send me threatening letters about arrears that said... "The Landlord might take further legal proceedings.." I would have liked to have trusted the agency, to walk away happy and to one day, when I needed to rent again, to know I can come back and be treated with respect. I would have liked to have "FELT" good. I will never forget this experience. I will never trust this brand again. I will never refer anyone to this agency ever. I hope I have been thorough, detailed and vocal so you take my complaint seriously.Attached Filesnbsp;
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No fees information available
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Complaints Procedure
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