100% lettings valuation accuracy
88% lettings fee satisfaction
Sep 02,2013
Sep 02,2013
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I have felt the need to write this after feeling frustrated and let down by the service offered by Benham & Reeves. Initially I was impressed by the level of service offered by Mark and Krystal during the viewing process but after a string of pre-move in contractual obligations that were not met in time for the commencement of the move in date, as well as elements of the details of the apartment being non-existent, I feel I have to document this, make your seniors aware, and give you an opportunity to offer a verbal and financial apology.
1. The conduct of the contract signing and transfer of money/referencing process:
a) Despite having all landlord and employer referencing details for 10 days, this was conducted only 24hrs prior to move in date. Both my senior boss and the other tenants boss were subject to last minute phone calls and emails, some of which were sent to incorrect email addresses. Can I point out we had your holding deposit in your account within 12hrs from point of offer, it would have gone in on the night but nobody at your office was available to take it!
b) the final version of the contract was only sent over less than 24hrs from point of commencement of tenancy leaving us limited time to review.
c) in order to have the entire amount of over £4000 deposited in good faith and on time in B&R's account, I undertook (at personal cost to me) a same day CHAPS transfer.
2. None of the terms agreed and signed for on the offer acceptance form were adhered to at point of move in date, with some remaining conditions still outstanding.
3. Post move in details
a) I know this may seem petty but parking was mentioned 3 times in the online details of the property ("parking available, property boasts parking, secure parking benefits the property further"), yet only to be told the flat does not come with parking! Further confusion has arisen when told by the concierge that the flat does indeed come with an assigned parking bay. There seems to be a lack of communication between the agent and the building managers?!
Our expectations were set high by your professional way in which we were shown around the property and the reality has failed to meet these standards as soon as we signed the holding deposit away.
1. The conduct of the contract signing and transfer of money/referencing process:
a) Despite having all landlord and employer referencing details for 10 days, this was conducted only 24hrs prior to move in date. Both my senior boss and the other tenants boss were subject to last minute phone calls and emails, some of which were sent to incorrect email addresses. Can I point out we had your holding deposit in your account within 12hrs from point of offer, it would have gone in on the night but nobody at your office was available to take it!
b) the final version of the contract was only sent over less than 24hrs from point of commencement of tenancy leaving us limited time to review.
c) in order to have the entire amount of over £4000 deposited in good faith and on time in B&R's account, I undertook (at personal cost to me) a same day CHAPS transfer.
2. None of the terms agreed and signed for on the offer acceptance form were adhered to at point of move in date, with some remaining conditions still outstanding.
3. Post move in details
a) I know this may seem petty but parking was mentioned 3 times in the online details of the property ("parking available, property boasts parking, secure parking benefits the property further"), yet only to be told the flat does not come with parking! Further confusion has arisen when told by the concierge that the flat does indeed come with an assigned parking bay. There seems to be a lack of communication between the agent and the building managers?!
Our expectations were set high by your professional way in which we were shown around the property and the reality has failed to meet these standards as soon as we signed the holding deposit away.
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May 07, 2014
Hi there. I am truly sorry you have experienced delays – if you would permit me to investigate I would be happy to find out why they occurred – it is often down to the landlord as we have to wait for their agreement to everything – with a large number of our Landlords being overseas this can cause delays and I would be surprised if you were not advised of this. Regarding the parking issue, again if you would send me information I will investigate as again we are only agents and act as an intermediary and often confusion is caused due to the managing agents of the building. I really do take complaints and issues very seriously and if you contact me I will investigate to see if there is anything I can do for you and worse case at least to explain what happened – email: [email protected] or call me on 020 7319 9780 to discuss. Many thanks. Marc von Grundherr
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12th Oct 2017
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Opening Hours
Address
Benham and Reeves Residential Lettings
107 Fleet Street
City of London,London
Greater London
EC4A 2AB
020 3468 2016
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Lettings | 100% | 88% | £400 | £6,200 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 5 | 0 | 13 | 5 | 0 | 0 | 0 | 0 | 2 | 0 |
Areas covered
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Oct 19,2017
Oct 19,2017
0
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Flat let before it was even on the market!
The agent viewed my flat before the renovation was finished and brought prospective tenants round the following weekend. They were all referenced and ready to move in as soon as the flat was ready only 3 weeks ...
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good
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Oct 18,2017
Oct 18,2017
0
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The best service I ever used in London.
Fast, reliable and helpful staff.
Easy to contact in case of any question....
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OK
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Oct 18,2017
Oct 18,2017
0
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Really relaxed and no hassle local estate agent. Easy to get a hold of and a much cheaper way to market your property than the usual estate agents. I would recommend!...
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much cheaper
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Oct 16,2017
Oct 16,2017
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Professional and courteous from start to finish. I'm never a huge fan of moving, but it ran smoothly. A pleasure to deal with....
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OK
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Oct 16,2017
Oct 16,2017
0
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Excellent service
I would recommend The Good Estate Agent as they found me a good tenant as soon as my property was empty...
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OK
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Oct 12,2017
Oct 12,2017
1
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this helpful
Simon was always there when I had questions and he tried very hard to help. He was always flexible when arranging times to view (and always with a smile), The whole process was stress free as Simon ensured constant communication between me and the landlord. ...
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Ok
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Oct 16, 2017
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(1)
Thanks for your review Tyson, Simon will be very happy to hear it. We get a lot of good feedback from our City landlords and tenants and we are glad to hear you will recommend us, that is very kind of you. Best regards, Marc von Grundherr, Director ...
Oct 06,2017
Oct 06,2017
0
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Fantastic service from start to finish - helped me choose the right property for the right price. Helpful and knowledgeable staff, definitely came across as the experts in London lettings....
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OK
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Oct 10, 2017
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(1)
Thanks Richard, really good to hear that you were very satisfied with the service at our City branch, our staff have been with us many years so its good to hear they are passing on their knowledge as you would expect. Good luck in your new home. Kind regards, Marc von Grundherr, Director ...
Sep 20,2017
Sep 20,2017
0
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I've been very happy with the service received so far. I have lived in London a long time but have recently had to leave to another country for work so I have had to sort everything remotely. B and R have been super helpful and ...
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Comment on agent fees
cheaper than others I have used
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Sep 22, 2017
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(1)
Thanks Joseph, our City team were really pleased to see your positive feedback. It was our pleasure to help you get to know London better and I wish you every success with your tenancy. Best regards, Marc von Grundherr, Director ...
Sep 23,2015
Sep 23,2015
1
people found
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this helpful
Awful! They just take your money. No communication. Didn't attend to any issues in the house and are still delaying IN Giving BACK OUr Deposit. Trying to take 3k plus from us! Another agent that even came to our property (solicited also by the landlord) ...
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Oct 26, 2015
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Further to my initial review, after clarification about how the system worked, and having met with Christopher, we understood that we had this wrong and it was the landlord rather than this estate agency that was delaying. Benham & Reeves helped us put forward a proposal to the landlord that would best work in our interest and resolve the areas where the landlord had been disproportionate.
Christopher kept us informed and up to date on progressions with the landlord and where it was necessary o ...
May 29,2015
May 29,2015
0
people found
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this helpful
Simon was professional in all aspects while managing the tenancy agreement. He was fare and unbiased to both parties during the agreement process. Simon went beyond his responsibility as a letting agent to ensure an agreement could be made between myself and the landlord and ...
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May 29, 2015
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(1)
Thank you very much for your feedback, we are glad to hear you received good advice and an efficient service from Simon and Rosie. We wish you well with your tenancy. Kind regards, Marc von Grundherr, Director ...
May 06,2015
May 06,2015
3
people found
this helpful
this helpful
I can't even explain what an absolute nightmare it has been the last 12 months dealing with this agency.
I have not received adequate service from one single member of staff. From the very first day the Junior Lettings negotiator Krystal Richards had me and my ...
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May 15, 2015
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Hi Leon, after investigating this myself, it seems we are still in the middle of finalising the tenancy with you so I am not sure why you saw fit to review us so negatively when the matters you have raised with us are not yet resolved. Having reviewed all the correspondence between the landlord, us and you and having interviewed the staff involved, I do not believe we have acted unprofessionally either. Simran Prasad, Director of Property Management ...
Feb 23,2015
Feb 23,2015
0
people found
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this helpful
Simon doesn't just do his job in the most excellent manner, he goes above and beyond his task. Moving is an extremely stressful process and him and Rosie made it easy for us from the very start to the very end, helping us with everything ...
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Comment on agent fees
Beyond reasonable, was actually surprise by the price as it's pretty low
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Feb 24, 2015
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(1)
Thanks very much for this wonderful feedback about our City lettings team and the service you have received from them. We hope you enjoy your new rental home.
Kind regards, Marc von Grundherr, Director ...
Jan 25,2015
Jan 25,2015
0
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this helpful
Professional and speedy service. Everything was handled electronically so no rushing around town to go to an office to sign paperwork....
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Jan 26, 2015
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(1)
Thanks for reviewing the service you received by our City property lettings team. We are trying to improve our green credentials by providing a paperless service wherever we can so its really good to have positive feedback like yours. Kind regards, Marc von Grundherr, Director. ...
Dec 05,2014
Dec 05,2014
1
people found
this helpful
this helpful
B&R were great. The process from finding a property to moving in was swift, easy and Simon and Rosie helped every step of the way.
We had no issues with the service from B&R and would definitely recommend the agency to family and ...
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Dec 11, 2014
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Thank you Holly for voting us as the best agent you've dealt with. We're glad to hear you had good service and wish you well with your tenancy. Kind regards, Marc von Grundherr, Director ...
Dec 01,2014
Dec 01,2014
1
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this helpful
Simon was extremely helpful and professional in supporting my search for a new house.
He managed to overcome all the hurdles that came up along the way and provided me with timely updates of the progress of the process.
he managed to close the deal ...
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Dec 11, 2014
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(1)
Thanks Luis, we really appreciate you taking the time to review our service and it's great to hear that our lettings negotiator Simon was helpful and knowledgeable, we do invest a lot in training our staff so we can provide the best possible service. Enjoy your tenancy. Best regards, Marc von Grundherr, Director ...
Nov 25,2014
Nov 25,2014
1
people found
this helpful
this helpful
Mark was very helpful in finding an apartment for us at short notice and within our budget in our ideal location. He was available at very short notice to make sure that the letting went through smoothly and even took time out of his Saturday ...
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Dec 11, 2014
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Thanks Peter for taking the time to review the service you received from Mark Wellington our City & East London lettings area manager. Having good local knowledge is something we pride ourselves on having and its great to hear that your experience of finding a property and securing a tenancy with us was stress-free. That really does make the work worth it. Kind regards, Marc von Grundherr, Director ...
Nov 18,2014
Nov 18,2014
2
people found
this helpful
this helpful
The mentioned staff Mark and Simon, also Krystal Richards displayed a professional handling throughout the process of rental. They could give neutral feedback about the rental market to me for consideration and find ways to round up the deal in a satisfactory way. Their responses ...
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May 07,2014
May 07,2014
7
people found
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I am very satisfied with the service from every at Benham and Reeves. I contacted them on a Sunday and Simon responded to me within an hour with a list of available properties. Simon showed3 first thing on Monday morning. Rosie dealt with the referencing ...
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Jan 20,2014
Jan 20,2014
1
people found
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this helpful
The worst managed tenancy I have ever experienced.
I have never felt the need to write a review of this kind, ever.
But I urge you to never work with these agents, they are highly disorganised and incompetent. I wouldn't want anyone to experience the ...
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May 07, 2014
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Hi there. I am truly sorry to read of your experience – we strive to offer the highest levels of service – our teams are highly competent and all are trained both internally and by ARLA. There is no excuse for poor communication, but delays often occur because of the landlord as we have to wait for their agreement to everything – with a large number of our Landlords being overseas this can cause delays and I would be surprised if you were not advised of this. Incorrect f ...
Nov 28,2013
Nov 28,2013
0
people found
this helpful
this helpful
I approached Benham and reeves after I saw an advert for property to rent within 3 hours of the advertisement.
After some normal hickups, which happes normally, I managed to see the property and liked it.
Till this moment everything was going very smooth ( as I ...
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What agent could do to change your mind?
Agent need to learn 1) To protect his customer's interest 2) To manage his client expectations 3) to communicate timely and effectively 4) Support and understand client needAttached Filesnbsp;
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May 07, 2014
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Hi there. I am truly sorry you have to hear of your experience – if you would permit me to investigate I would be happy to find out why they occurred – it is often down to the landlord as we have to wait for their agreement to everything – with a large number of our Landlords being overseas this can cause delays and I would be surprised if you were not advised of this. I know we update all our tenants and chase up landlords daily to ensure tenancies proceed smoothly so I ...
Sep 02,2013
Sep 02,2013
0
people found
this helpful
this helpful
I have felt the need to write this after feeling frustrated and let down by the service offered by Benham & Reeves. Initially I was impressed by the level of service offered by Mark and Krystal during the viewing process but after a string of pre-move ...
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Was this helpful?
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Yes
May 07, 2014
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(1)
Hi there. I am truly sorry you have experienced delays – if you would permit me to investigate I would be happy to find out why they occurred – it is often down to the landlord as we have to wait for their agreement to everything – with a large number of our Landlords being overseas this can cause delays and I would be surprised if you were not advised of this. Regarding the parking issue, again if you would send me information I will investigate as again we are only agent ...
May 15,2013
May 15,2013
15
people found
this helpful
this helpful
The best property management company I have come across. Accurate and fair statements. Good communication and very good advice. Ability to advise and complete Tax declaration.
Properties are well managed and looked after. I think the arrangement works well for Tenants as well.
Highly recommended....
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May 12,2013
May 12,2013
19
people found
this helpful
this helpful
Excellent service, superb customer facing skills. She help us finding the right place for the best price and also get through all the paper work. Her approach was utterly professional....
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May 07,2013
May 07,2013
21
people found
this helpful
this helpful
I think the service for B&R is excellent. They are very proactive and the follow up actions are very good.Highly recommended !...
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May 01,2013
May 01,2013
19
people found
this helpful
this helpful
We received a refreshingly delightful and professional service from all members of staff we had contact with. Rosie and Mark were particularly helpful making us feel our needs were genuinely cared for and we mattered. Thanks to you all. Matty and Jerry...
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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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Best Letting Agent in EC4A 
Best Letting Agent in EC4A 
