86% lettings valuation accuracy
71% lettings fee satisfaction
Feb 07,2023
Feb 07,2023
1
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I very rarely complain however I feel it is important for current and future customers to understand that Haart do not communicate, their rent and legal protection is not being paid out and finally that they promise but do not deliver.
I have been using Haart in Harborne since 2015 and until 2020 the staff and Branch Manager had been very good. The previous staff led by Inderpaul Channa (previous manager) were exceptional and any issues were always quickly resolved. I was always happy with the service. It is only when Covid started in 2020 that they went drastically downhill. From my understanding rather than furlough staff and so that they could increase their profits they instead made majority of their staff redundant. You have to bear in mind that they will still be making the same money from lettings and sales but with reduced staffing costs. It was during this period that Dev (Davand Chauhan) took over as the Branch Manager. This is where it all went really downhill as they had reduced their staffing to skeleton numbers and phone calls and emails were left unanswered. It was truly shocking and I believe that Davand Chauhan as the Branch Manager was out of his depth. As a landlord the lettings agent should be in constant communication to resolve issues and queries. Unanswered emails became a recurring theme with Haart since Covid and has still not been resolved. For one of my properties I had rent and legal protection with Haart and there were a number of void periods in 2021 until the tenant eventually left. These rent arrears are several thousand pounds and even though I have been chasing with phone calls and emails consistently since with Rachel Morton (Property Management Manager) I have had not any progress. This is nearly 2 years that they have been holding my money.
Do to the poor communication with Haart I decided to start removing my portfolio of properties in 2021 from them to another local agent once tenants left. I do not know if this is related but the service started to deteriorate even further.
A recent example is when my most recent property was being vacated I needed a check out report completed so that any deductions from the tenants deposit could be done. I was told it would take a week or two for this to be completed. This simple was not good enough as I had a new tenant moving in. When I spoke to Rachel Morton in middle of Dec 2022 about the deductions from the deposit, for example the washing machine was missing she said she would come back to me. She has still not come back to my phone calls or emails with regards to this.
When I last spoke to Rachel Morton in the middle of Dec 2022 she said that she would chase the rent and legal protection repayment, the deposit deduction and removing my final property from their management. I have rang and emailed her consistently since again to no avail. I have walked into their office to speak to Davand Chauhan on two occasions since and the first occasion he said that he would talk to Rachel Morton so that she could resolve the issues I had with her and that he understood that this was unacceptable. The second time he was not in the office but I left a message with a colleague. I have rang the office again this morning and asked to speak to Davand Chauhan who said that he was aware that I left him a message last week. He explained that he had sent numerous messages and spoken to Rachel Morton but that he was helpless as it was all under her control. As the Branch Manager he should have more control of situations like this in my opinion.
I used the formal complaint procedure route and got a reply from Andrew Townsend (Area Director) in March 2022 which was unsatisfactory and did not resolve any of my complaints. He stated in his email that "I am pleased to confirm that our communication levels are back to the high standard that we pride ourselves on and I am confident that you will receive a much improved service moving forward". Their communication is as bad as ever.
I am a busy person I have better things to do with my time than write reviews.
I have been using Haart in Harborne since 2015 and until 2020 the staff and Branch Manager had been very good. The previous staff led by Inderpaul Channa (previous manager) were exceptional and any issues were always quickly resolved. I was always happy with the service. It is only when Covid started in 2020 that they went drastically downhill. From my understanding rather than furlough staff and so that they could increase their profits they instead made majority of their staff redundant. You have to bear in mind that they will still be making the same money from lettings and sales but with reduced staffing costs. It was during this period that Dev (Davand Chauhan) took over as the Branch Manager. This is where it all went really downhill as they had reduced their staffing to skeleton numbers and phone calls and emails were left unanswered. It was truly shocking and I believe that Davand Chauhan as the Branch Manager was out of his depth. As a landlord the lettings agent should be in constant communication to resolve issues and queries. Unanswered emails became a recurring theme with Haart since Covid and has still not been resolved. For one of my properties I had rent and legal protection with Haart and there were a number of void periods in 2021 until the tenant eventually left. These rent arrears are several thousand pounds and even though I have been chasing with phone calls and emails consistently since with Rachel Morton (Property Management Manager) I have had not any progress. This is nearly 2 years that they have been holding my money.
Do to the poor communication with Haart I decided to start removing my portfolio of properties in 2021 from them to another local agent once tenants left. I do not know if this is related but the service started to deteriorate even further.
A recent example is when my most recent property was being vacated I needed a check out report completed so that any deductions from the tenants deposit could be done. I was told it would take a week or two for this to be completed. This simple was not good enough as I had a new tenant moving in. When I spoke to Rachel Morton in middle of Dec 2022 about the deductions from the deposit, for example the washing machine was missing she said she would come back to me. She has still not come back to my phone calls or emails with regards to this.
When I last spoke to Rachel Morton in the middle of Dec 2022 she said that she would chase the rent and legal protection repayment, the deposit deduction and removing my final property from their management. I have rang and emailed her consistently since again to no avail. I have walked into their office to speak to Davand Chauhan on two occasions since and the first occasion he said that he would talk to Rachel Morton so that she could resolve the issues I had with her and that he understood that this was unacceptable. The second time he was not in the office but I left a message with a colleague. I have rang the office again this morning and asked to speak to Davand Chauhan who said that he was aware that I left him a message last week. He explained that he had sent numerous messages and spoken to Rachel Morton but that he was helpless as it was all under her control. As the Branch Manager he should have more control of situations like this in my opinion.
I used the formal complaint procedure route and got a reply from Andrew Townsend (Area Director) in March 2022 which was unsatisfactory and did not resolve any of my complaints. He stated in his email that "I am pleased to confirm that our communication levels are back to the high standard that we pride ourselves on and I am confident that you will receive a much improved service moving forward". Their communication is as bad as ever.
I am a busy person I have better things to do with my time than write reviews.
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Aug 10, 2023
I have sympathy for you Ranjit. I have been having a similar experience with Rachel Morton - lies, empty promises, failure to act and so on. Luckily, she left Haart yesterday 9th August. To think Haart allowed her to be employed for so long is staggering. Haart need to understand property management is about client service and client communication - they are dealing with people's hard earned assets and children's inheritance.
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18th Apr 2024
reviewed by 'Mark'
27th Aug 2023
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7th Feb 2023
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31st Jan 2023
reviewed by 'Sat'
21st Mar 2022
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Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Lettings | 86% | 71% | £395 | £850 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 5 | 3 | 10 | 3 | 0 | 0 | 0 | 0 | 1 | 0 |
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Apr 18,2024
Apr 18,2024
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Would highly recommend haart, Yusuf went above and beyond and delivered great customer service!...
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Apr 13,2024
Apr 13,2024
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Chanel has been so helpful and kind through this process...
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Aug 27,2023
Aug 27,2023
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Sakib was very helpful and professional and made the process very easy which took lot pressure of me thank you...
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Feb 07,2023
Feb 07,2023
1
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I very rarely complain however I feel it is important for current and future customers to understand that Haart do not communicate, their rent and legal protection is not being paid out and finally that they promise but do not deliver.
I have been using ...
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Aug 10, 2023
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I have sympathy for you Ranjit. I have been having a similar experience with Rachel Morton - lies, empty promises, failure to act and so on. Luckily, she left Haart yesterday 9th August. To think Haart allowed her to be employed for so long is staggering. Haart need to understand property management is about client service and client communication - they are dealing with people's hard earned assets and children's inheritance. ...
Jan 31,2023
Jan 31,2023
0
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I have been using letting agents for almost 25 years but this company in my opinion is the worst I have ever experienced . They take your management fees but do absolutely nothing whenever there is an issue. They bury issues so that they become worse and ...
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Mar 21,2022
Mar 21,2022
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Chanelle was very professional and polite. She really helped me out a lot with her quick response . She's truly a star!...
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Mar 30, 2022
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Elisha Henessey Harborne Branch: was very professional and polite. Made it all such a quick process. Quick responses amazing ...
Mar 10,2022
Mar 10,2022
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Shannon Whitehouse
Was amazing friendly informational and polite I was happy with the customer service and felt like a valued customer...
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Feb 26,2022
Feb 26,2022
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Rachel Morton was very helpful & professional in the process of my contract extension. I will always recommend to clients if need be....
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Feb 18,2022
Feb 18,2022
0
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Where to start;
Harassment, Sarcasm, Hanging the Phone Up, Sworn at, laughing down the phone & unprofessional - Sadly this just portrays one member of the Property Management Team; Chanelle Smith! Absolute no customer service skills or manners, she lacks any clear knowledge of Property management ...
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Dec 07,2021
Dec 07,2021
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I Spoke to Hardev Johal from the property management team today. He was very polite and attentive to my concerns. I was very impressed with how quickly and efficiently he managed to find all the information I needed and address all the issues. His communication ...
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Nov 09,2021
Nov 09,2021
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My boiler stopped working suddenly last week and with the temperature at 2degrees Celsius it was freezing! I contacted Haart and finally got through 30 minutes later. Rachel Morton handled my issue timely and professionally and the engineer was at the property the very same day! ...
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Apr 30,2021
Apr 30,2021
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Chanelle is very professional and knowledgeable about the property market . Will always give good sound advice and is always helpful....
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Apr 30,2021
Apr 30,2021
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Chanelle is great , very helpful and professional. Always on hand to help with any questions and very knowledgeable. Make the whole process so much easier. Thank you!...
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Apr 29,2021
Apr 29,2021
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Asha has been my letting agent for 2+ years now and she's been absolutely brilliant. She offers the best advice. She maintains her professionalism whiles being considerate. I'm really happy to be working with her... she's excellent ?...
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Apr 07,2021
Apr 07,2021
0
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We deal with Asha anytime there is an issue with the property and I just can not give her lower than a 5 star rating.
So far, each time we are received with professionalism, prompt responses weather we are on email or by telephone contact. Asha ...
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Mar 03,2021
Mar 03,2021
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I would like to thank Anthony poll for helping sort out a overpayment. He is always naturally polite .and very professional at all times ....
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Feb 27,2021
Feb 27,2021
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Things were smooth and clear. In particular, agent Anthony Poll and the landlord were helpful. Thanks. Goods stay for family....
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Jan 31,2021
Jan 31,2021
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Rachel Morton was amazing, gave a great customer service. I had a request that was pending with Northampton branch for months. She resolved it immediately. Thanks Rachel....
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“they are very unprofessional and they lie for everything into your face, they only care about how to take your money...”
Mar 19,2019
Mar 19,2019
2
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very upset with Haart harborne team as they misled me into a very difficult situation and then they lied to my face. I am a landlord and this Haart is the worse thing ever happened to me. they are very unprofessional, expensive and very rude ...
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Comment on agent fees
very expensive and as soon as they get money they don't care anymore
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Dec 03,2018
Dec 03,2018
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Great service as usual from this fantastic Haart branch in Birmingham. Would recommend everyone who needs a property service in Birmingham to use Haart....
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Nov 27,2018
Nov 27,2018
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Even though it was a lengthy process for my taste the Agent made sure that I was informed about every step of the process....
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May 08,2018
May 08,2018
3
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We have rented through Haart for 3 years. The person with whom we viewed the property was pleasant, every other aspect of our experience with Haart has been overwhelmingly disapointing.
On one occasion, our toilet stopped functioning. We raised this to the property management team. After ...
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Comment on agent fees
£99 for an incorrectly updated contract is not good value.
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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.
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