87% sales valuation accuracy
88% sales fee satisfaction
Nov 06,2024
Nov 06,2024
0
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I waited ten weeks to move into a property in August and asked Charters Lettings ((agent on behalf of Oakhill Properties (Leicester) Ltd)) to ensure the property was professionally cleaned. This was agreed in our contract and yet Charters completely failed to deliver on this.
The previous tenant had five animals in a small two bed house, so I specifically asked for a professional cleaning. When I arrived to move into the property it was unclean: animal and human hair (hundreds counted), grease, dirt, dust and debris throughout. This is not what you expect for a property costing £1850 per month! The carpets were filthy with visible animal stains and soiling evident and the landlord did a botch job attempt to cover up badly marked paintwork with patches in the wrong colour, showing a total disrespect for myself as a tenant.
Over the last nine weeks I've experienced the following and unbelievably this situation is still unresolved. Despite my financial offers to enable everyone to move on (even though they breached the contract) and they know they could re-let in no time at all.
• No Property Inspection or Professional Cleaning: Charter's didn't inspect the property and failed to bring the cleaning up to standard, despite me offering to change my move-in date
• Ignored Evidence: Disregarded my evidence including photos and independent check-in report that confirmed the property hadn't been professionally cleaned.
• Disregard for Tenant's Well-Being: Charters showed no concern for the disruption to me, even though I had to move everything back into storage.
• Lack of Financial Help or Flexibility Mediating: When mediating between myself and the landlord they offered no help to facilitate an agreement that would mean accepting any liability then completely washed their hands of any responsibility
• Condition of the Property: The property had many marks on the walls and carpets, that would have ended up as my liability despite me not even moving in.
• Mis-representation and Manipulation: They regularly misunderstood and misrepresented my communications to cover up for their failings.
• Slow Communications: Weeks would pass with no communication from Charters or the landlord, leaving the property vacant in the meantime.
• Financial Manipulation: Despite many financial offers my side to end this situation (where I was expected to move into an unclean property), Charters and the landlord not only declined them but also attempted to profit. They demanded the equivalent of 2.5 months' rent, fees to cover the landlords costs and hundreds of pounds in agency fees, none of which were applicable as I never moved in and knowing the fact they could re-let the property very quickly.
• Lack of accountability: Not once have I been called by Charters to resolve this situation, I had to call them every time
To make matters worse, despite going through their complaints procedure, I have found out Charters is not a member of the Property Redress Scheme. Their complaints procedure hasn't been updated in five years. Over the course of however many months they've mis-represented this fact to customers at all their branches. Whether you're buying, selling, or renting, think twice before using Charters!
The previous tenant had five animals in a small two bed house, so I specifically asked for a professional cleaning. When I arrived to move into the property it was unclean: animal and human hair (hundreds counted), grease, dirt, dust and debris throughout. This is not what you expect for a property costing £1850 per month! The carpets were filthy with visible animal stains and soiling evident and the landlord did a botch job attempt to cover up badly marked paintwork with patches in the wrong colour, showing a total disrespect for myself as a tenant.
Over the last nine weeks I've experienced the following and unbelievably this situation is still unresolved. Despite my financial offers to enable everyone to move on (even though they breached the contract) and they know they could re-let in no time at all.
• No Property Inspection or Professional Cleaning: Charter's didn't inspect the property and failed to bring the cleaning up to standard, despite me offering to change my move-in date
• Ignored Evidence: Disregarded my evidence including photos and independent check-in report that confirmed the property hadn't been professionally cleaned.
• Disregard for Tenant's Well-Being: Charters showed no concern for the disruption to me, even though I had to move everything back into storage.
• Lack of Financial Help or Flexibility Mediating: When mediating between myself and the landlord they offered no help to facilitate an agreement that would mean accepting any liability then completely washed their hands of any responsibility
• Condition of the Property: The property had many marks on the walls and carpets, that would have ended up as my liability despite me not even moving in.
• Mis-representation and Manipulation: They regularly misunderstood and misrepresented my communications to cover up for their failings.
• Slow Communications: Weeks would pass with no communication from Charters or the landlord, leaving the property vacant in the meantime.
• Financial Manipulation: Despite many financial offers my side to end this situation (where I was expected to move into an unclean property), Charters and the landlord not only declined them but also attempted to profit. They demanded the equivalent of 2.5 months' rent, fees to cover the landlords costs and hundreds of pounds in agency fees, none of which were applicable as I never moved in and knowing the fact they could re-let the property very quickly.
• Lack of accountability: Not once have I been called by Charters to resolve this situation, I had to call them every time
To make matters worse, despite going through their complaints procedure, I have found out Charters is not a member of the Property Redress Scheme. Their complaints procedure hasn't been updated in five years. Over the course of however many months they've mis-represented this fact to customers at all their branches. Whether you're buying, selling, or renting, think twice before using Charters!
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Opening Hours
Address
Charters Estate Agents
2 Jewry Street
Winchester
Hampshire
SO23 8RZ
(s)01962 830880 (l)0
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 87% | 88% | £149,950 | £2,650,000 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 10 | 1 | 2 | 4 | 27 | 2 | 14 | 1 | 0 | 3 |
Areas covered
- SO20
- SO21
- SO22
- SO23
- SO53
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Rankings
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Latest Properties
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Nov 06,2024
Nov 06,2024
0
people found
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I waited ten weeks to move into a property in August and asked Charters Lettings ((agent on behalf of Oakhill Properties (Leicester) Ltd)) to ensure the property was professionally cleaned. This was agreed in our contract and yet Charters completely failed to deliver on this.
...
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Feb 02,2022
Feb 02,2022
0
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Need to be careful
We live away from the property, so asked to find a tenant as well as manage it. It took months to find the new tenant, and the surprisingly electric bill we got for the empty period of the property, was more ...
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Jun 15,2021
Jun 15,2021
1
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Terrible. Avoid. Wasted time and let me down completely. Not helpful at all. Didnt care. Will not be going back....
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Mar 15,2021
Mar 15,2021
1
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this helpful
The letting agent ( Christina Grigor ) organising the viewings was lovely and communicated well - no complaints there. However, after it passed out of her hands and moved to the letting team once we confirmed we wanted the property, they were dreadful. Despite us chasing repeatedly ...
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Mar 02,2021
Mar 02,2021
0
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Excellent service from Nony, Robert & Co. Used all their knowledge and expertise to navigate us through some difficult times as was not a straight forward sale and purchase.
Both Nony and Robert worked long hours til late in the evening to make this happen so ...
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Comment on agent fees
Very competitive
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Mar 01,2021
Mar 01,2021
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Cannot thank all the team at Charters enough, from start to finish they kept us informed of the process, keeping both us as Landlords and the new Tenants in the loop. First class and will use again. We have since used the Romsey Branch for ...
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Comment on agent fees
Fees right on the money.
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Sep 30,2020
Sep 30,2020
0
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We are in the process of buying a property through Charters in Winchester. We have met several of their staff and e mailed others. They have been extremely helpful throughout. We would like to offer special thanks to Eden Bravery Sales Manager who has been ...
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Jul 10,2020
Jul 10,2020
1
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Very very poor! Such was their incompetence that I had to communicate directly with the buyer to get things done! Even when we did this, Charters still claimed they were "waiting for information" even though we had BOTH provided that information. Charters also have a ...
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Apr 20,2020
Apr 20,2020
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I have just sold a property with Charters Winchester. The whole experience couldn't have been smoother. The whole team are exceptional. Nony Kerr-Smiley and Peter Sterling were great in putting the property on the market and finding potential buyers. Jo Goddard was excellent in making ...
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Mar 12,2020
Mar 12,2020
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Purchased our family home through Charters and dealt with Nony and Elliot who were very helpful and professional throughout .
The whole process was stress free and I can't recommended them enough .
First class agents and you won't find better ....
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Feb 09,2020
Feb 09,2020
2
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Absolute sharks of estate agents, no professionalism or decency, and a business model that is built on lies.
You will only be contacted if they want something from you, otherwise they don't respond to phone calls or e-mails. I asked for updates from the vendor ...
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Comment on agent fees
Average.
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Aug 31,2019
Aug 31,2019
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Every part of the renting process was very clear and I was kept up-to-date on my application process at all steps. Rebecca replied to any of my queries in a reasonable amount of time and helped through the whole process....
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Aug 31,2019
Aug 31,2019
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In a challenging housing market you need to know your agent is doing everything they can to attract the right buyers through your door, which is what Charters did. I never felt they were wasting time with unsuitable buyers/viewings. This is my third house ...
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Comment on agent fees
Reasonable
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Jun 13,2019
Jun 13,2019
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I highly recommend Charters they had the most viewing out of two estate agents.
They were always helpful courteous backed up by excellent communication skills constantly keeping us updated on viewings etc as a family via WhatsApp or phone and text.
We will definitely sell ...
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Jun 03,2019
Jun 03,2019
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This is the third new property I have purchased through Charters and on all three occasions the level of service I have received from Jo has been very professional. Liaising between my solicitor and vendor and keeping me up to date with the sale. Any ...
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Comment on agent fees
Good
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May 14,2019
May 14,2019
1
people found
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I am very impressed by the service given by the staff at Charters in Winchester. Jo kept me up to date with what was happening. She was unfailingly calm, efficient & reassuring when things got a bit stressful & was a pleasure to deal with....
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Comment on agent fees
Good
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Apr 24,2019
Apr 24,2019
3
people found
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Charters have acted for our business on numerous occasions and have always treated us, as well as our prospective purchasers, with the utmost respect and friendliness. All of the team at the Winchester branch are a credit to the wider Charters brand and I would ...
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Apr 21,2019
Apr 21,2019
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When a simple house purchase with no chain doesn't go to plan this is when Jo and the team at Charters show their true professionalism and outstanding skills. Jo was incredible at communicating with all parties involved and had the right knowledge to quick think ...
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Comment on agent fees
Appropriate for all the work involved.
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Apr 16,2019
Apr 16,2019
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Kathryn Dyer was an excellent introduction to my experience with Charters. She was keen to fit in with my busy schedule viewing your multiple properties in the area and was good in following up with after the viewings.
Rebecca Mead has been fantastic supporting me ...
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Comment on agent fees
I don't have a comparison. The experience of letting a property has a lot of initial costs, so of course another £500 on top seems a lot.
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Apr 15,2019
Apr 15,2019
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Due to my husband's job posting overseas, we've let our house in Hampshire three
times in the last 5
Years using Charters in Winchester and we've had an excellent service each time. Their proactive work to
Find new tenants, high level of communication, professionalism and attention ...
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Apr 11,2019
Apr 11,2019
3
people found
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A complicated purchase from overseas meant that Jo had to keep the chain together when things got difficult. She kept us all informed, helped us remain calm and kept things progressing so that eventually we were ready to exchange and complete on our new home. ...
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Apr 10,2019
Apr 10,2019
5
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What can I say two viewings and two offers from two great prospective tenants. Charters Lettings Dept in Winchester have been amazing! The back office professionalism has been amazing. Thank you again Charters!...
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Comment on agent fees
Great fees for great service!
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Apr 10,2019
Apr 10,2019
5
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I have used Charters not only to buy and sell my own private properties but also to help sell our companies properties. I have always received a top class service from Charters. Communication is key in Estate Agency and this is something they do incredibly ...
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Apr 10,2019
Apr 10,2019
4
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I have once again been impressed with the professionalism of Charters. My parents wanted to sell their home and buy another one while on holiday for 10 weeks! The tackled the situation really well, identified a buyer, did the deal on the new property for my ...
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Comment on agent fees
Most reasonable in comparison to other, local agents.
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Apr 10,2019
Apr 10,2019
4
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So grateful to Gary (and the Charters Team at Winchester) for their professional advice on the current rental market. Very impressed with the communication by email on viewing dates and times and the feedback calls after viewings....
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Apr 10,2019
Apr 10,2019
4
people found
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We use Charters to manage a rental property which we own. We find they provide an excellent service in all aspects from Marketing onwards. They have access to a team of trades people who efficiently and promptly handle all maintenance problems as they arise - ...
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Comment on agent fees
Excellent
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Apr 10,2019
Apr 10,2019
4
people found
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We find Charters to be a proactive business who deliver results. We have worked with them for many years and are always left very satisfied with the service we are given....
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Comment on agent fees
Good value for money.
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Apr 10,2019
Apr 10,2019
4
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Lucy is very professional and kept me fully informed throughout my whole experience with Charters. Nothing was too much trouble. I would highly recommend....
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Apr 10,2019
Apr 10,2019
4
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Cant fault the service that Gary and his team at Charters has given me over the last week to help me let my two flats in Winchester. Would not hesitate to recommend them to any landlord....
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Comment on agent fees
Good
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Apr 10,2019
Apr 10,2019
4
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Charters Winchester sold our house in Otterbourne and did a fantastic job in a really tough market with the dreaded B word (Brexit) hanging over all of us. Ollie and his team worked really hard to find a buyer and we have now exchanged! I ...
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Comment on agent fees
I think we got value for money. They worked really hard.
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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
No procedure set.
Last updated at 9:26 AM 12/04/2019 by Simon Comber
Best Estate Agent in Winchester 
