94% sales valuation accuracy
100% sales fee satisfaction
100% lettings valuation accuracy
99% lettings fee satisfaction
Feb 28,2014
Feb 28,2014
22
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I have never had a bad experience with an estate agent until renting a property through Keats Fearn in Farnham and subsequently dealing with their Management company in Rickmansworth. My experience has compiled me to write this review to save other people from a hideous experience, loosing money and generally being treated like a second class citizen because you are the tenant and not the landlord.
Let me start by saying that once you put your offer in, the management agency take over and email. everything. Now, called me old fashioned but the odd phone call is far superior in a customer service based industry, it also avoids confusion and lack of clarity. Especially when being told they have lost your ID and you need to resend. This happened to us.
Before moving in, but after handing over an initial deposit of £800, we were asked if we minded the landlady leaving 'a few bits' in the loft. When we queried what, we were told she had already left it and and taken up one side of the loft and we could have the other side. We were not very happy as we rented the property because t had loft space to store belongings and sports kit so loosing half of what we had anticipated was frustrating, but we could not back out as we would lose the money we had already handed over. To my mind, the agent should have been clear from the start that this would happen, as it led to subsequent contention as the landlady took the insulated half of the space, as well as part of our side. our side was uninsulated and had mould and mildew all over. We had to buy sealable plastic boxes to store our belongings in. Despite complaining several times, we never got a satisfactory response from Keats.
The day we moved in the locks broke on both doors, leaving us stranded outside. We did finally get in, but then the door would not lock from the inside until we took the handle off so the key would line up with the lock. We called that day to report it and the following day to follow up. The farnham office put us in touch with the managing agent who arranged a locksmith to come out. The day this happened, I was working and had asked for a message or voicemail to be left to keep me updated. I never received this, so rang at lunch time for an update. I spoke to an incredibly rude woman called Vanessa who firstly did not want to even talk to me and when she finally came on the phone, aggressively told me that a locksmith would be at the house by the afternoon and would send them a report to ascertain if our heavy handiness had caused the damage as they would not be paying for the replacements. I have never been spoken to like this and after having such a terrible day moving would expect empathy, not to be blamed for the damage which was clearly not our fault. We also had an issue with the shower which was cold and barely dribbled as it was covered with limescale. on asking her to get this fixed she asked why I couldn't just fix it myself if it was limescale. I'm sure anyone with a degree with sense will agree that while of course I could do this, a house should be rented in working order and I should not have to de limescale the shower on my first day. her customer service was appalling, as was her manner.
The house had not been cleaned properly and the inventory, which was carried out without us there (n error on our behalf in hindsight) had issued many things, including marks on the walls, the carpets, hooks in the walls, a whole cupboard amongst other things. We disputed the inventory and refused to sign it, asking several times for it to be changed. This was never actioned. We were told by 1 person that 5 hours of cleaning were carried out and by someone else that 5 people had been cleaning. The fact that the story was not consistent shows it was not true. We had to clean everything properly before unpacking, especially the kitchen which had mould in the fridge and tiles so sticky that you wondered if they had ever been cleaned. On complaining, we were told by a guy that he was satisfied it was clean because the landlady told him it was, he never actually saw it himself. Pretty poor response.
It became apparent very quickly that the house had a lot of issues and the landlady did not want to fix any of them. We had a permanently cold shower as the mixer was broken and so you had to set the thermostat on the upstairs boiler. Once set this was the maximum temperature it would reach. So a couple of times we were scalded when it reached it but more often than not the water would not heat correctly and we showered in the cold. We feared turning the boiler up more as when it did work you could not then turn the temperature down once in the shower. The landlady's initial response was that she had put a new hand held shower on the bath. The bath was a roll top free standing bath so showering in it would cause water to go everywhere and being 34 years old my days of having sit down showers like a student are over. We requested it to be fixed, but on leaving at the start of February it was still unrepaired.
As part of the boiler issues, the main boiler regularly locked out and the system was incredibly noisy, waking you up if you were sleeping. Some radiators would not work. It took 3 months for Keats managing agents to do anything about it and only then we we stopped paying all our rent.
The house had a cluster fly infestation and we were killing upwards of 10 flies a day in the bedroom and living room. Again it took withholding rent to get this taken care of. We had to cling film over the fire place in our bedroom to stop them coming in at night. The company who fumigated informed us that it is an ongoing problem and anyone who had lived there before (which was the actual landlady) would have known about it as the fumigation would need to be done bi annually for the future.
The place was covered in damp and mildew which had been hidden when we looked around. By the time we left many walls were marked with creeping damp. i had a cough the entire time we were there which had gone within 2 weeks of leaving! It was mould induced asthma.
I don't mind a place having the odd issue as long as it is sorted quickly, but it took Keats over 3 months to do anything about it. The landlady and the property management were unwilling to pay for anything or fix anything until we withheld rent. After our horrendous move in and the landlady being openly unhappy about paying for the locks (which were proven to be old and knackered) plus finding all of other issues such as the shower, the heating and the flies we asked to be release immediately from our agreement as the house was not fit for habitation. Certainly not fit to have people pay £1100 a month for the 'privilege' of living in. The owner put this to the landlady who told us that we could move out if we paid the resisting fees. This amounted to some £500. As we would then be incurring more costs to find somewhere new, hire a van again etc etc, we said no as we should not be £1000 out of pocket because her house was not in a fit state to Iive and she didn't ant to fix anything. After submitting a complaint ti this effect, she then said that she would put the house up for sale and we could go when contracts exchanged. It was clear that she did not want to do what was necessary to be a professional landlady and Keats pandered to her rather than looking after us. They even told us she was their client, which made us wonder what on earth we were as we were surely paying more per month than she was!
At no point were we made to feel that we actually mattered.
We have been given £200 compensation for the inconvenience of the issues we had not being death with promptly, yet are over £1000 out of pocket as we have since been released from the contract early and been able to move. This is at a cost though of paying more admin fee's, van hire, closing bills etc.. only 4 months since having to fork this out initially. Their entire service is set up to look after the landlord and not the tenant.
We are ask still waiting for our deposit to be returned. The check out was much more thorough than the check in was (something the check out clerked remarked on!) and picked up more of the marks that were already there. The landlady decided that she wanted us to pay for carpet cleaning of the marks. Marks that were there in the first place on carpets that were not clean when we moved in. We can only assume that she is doing this tot ry and get even more money out of us as no one else has wanted to move in and in the 4 months the house has been on the market no one has wanted to buy it. We last had communication with the property management agent Rebecca 7 days ago when we said we would dispute any deductions. They still have £1600 of our money and we left nearly 30 days ago. We spent 4 months in total hell and it is still not over. For them not to simply release our deposit straight away after everything we endured there is not good enough.
Some of the front line staff in the Farnham office are lovely and have sympathised with us, but have not been able to do anything as the managing office takes over everything once the offer is accepted. The managing company is appalling and we may well end up in court to resolve getting our deposit back as they simply fail to respond in a timely fashion. Sadly the company owners have no interest in getting involved which is a shame. If I failed to get involved in overseeing my company in the same way I would have no business. I would also be mortified if anyone experienced what we have been through and did not get personally involved. Sadly they just don't seem to care.
Let me start by saying that once you put your offer in, the management agency take over and email. everything. Now, called me old fashioned but the odd phone call is far superior in a customer service based industry, it also avoids confusion and lack of clarity. Especially when being told they have lost your ID and you need to resend. This happened to us.
Before moving in, but after handing over an initial deposit of £800, we were asked if we minded the landlady leaving 'a few bits' in the loft. When we queried what, we were told she had already left it and and taken up one side of the loft and we could have the other side. We were not very happy as we rented the property because t had loft space to store belongings and sports kit so loosing half of what we had anticipated was frustrating, but we could not back out as we would lose the money we had already handed over. To my mind, the agent should have been clear from the start that this would happen, as it led to subsequent contention as the landlady took the insulated half of the space, as well as part of our side. our side was uninsulated and had mould and mildew all over. We had to buy sealable plastic boxes to store our belongings in. Despite complaining several times, we never got a satisfactory response from Keats.
The day we moved in the locks broke on both doors, leaving us stranded outside. We did finally get in, but then the door would not lock from the inside until we took the handle off so the key would line up with the lock. We called that day to report it and the following day to follow up. The farnham office put us in touch with the managing agent who arranged a locksmith to come out. The day this happened, I was working and had asked for a message or voicemail to be left to keep me updated. I never received this, so rang at lunch time for an update. I spoke to an incredibly rude woman called Vanessa who firstly did not want to even talk to me and when she finally came on the phone, aggressively told me that a locksmith would be at the house by the afternoon and would send them a report to ascertain if our heavy handiness had caused the damage as they would not be paying for the replacements. I have never been spoken to like this and after having such a terrible day moving would expect empathy, not to be blamed for the damage which was clearly not our fault. We also had an issue with the shower which was cold and barely dribbled as it was covered with limescale. on asking her to get this fixed she asked why I couldn't just fix it myself if it was limescale. I'm sure anyone with a degree with sense will agree that while of course I could do this, a house should be rented in working order and I should not have to de limescale the shower on my first day. her customer service was appalling, as was her manner.
The house had not been cleaned properly and the inventory, which was carried out without us there (n error on our behalf in hindsight) had issued many things, including marks on the walls, the carpets, hooks in the walls, a whole cupboard amongst other things. We disputed the inventory and refused to sign it, asking several times for it to be changed. This was never actioned. We were told by 1 person that 5 hours of cleaning were carried out and by someone else that 5 people had been cleaning. The fact that the story was not consistent shows it was not true. We had to clean everything properly before unpacking, especially the kitchen which had mould in the fridge and tiles so sticky that you wondered if they had ever been cleaned. On complaining, we were told by a guy that he was satisfied it was clean because the landlady told him it was, he never actually saw it himself. Pretty poor response.
It became apparent very quickly that the house had a lot of issues and the landlady did not want to fix any of them. We had a permanently cold shower as the mixer was broken and so you had to set the thermostat on the upstairs boiler. Once set this was the maximum temperature it would reach. So a couple of times we were scalded when it reached it but more often than not the water would not heat correctly and we showered in the cold. We feared turning the boiler up more as when it did work you could not then turn the temperature down once in the shower. The landlady's initial response was that she had put a new hand held shower on the bath. The bath was a roll top free standing bath so showering in it would cause water to go everywhere and being 34 years old my days of having sit down showers like a student are over. We requested it to be fixed, but on leaving at the start of February it was still unrepaired.
As part of the boiler issues, the main boiler regularly locked out and the system was incredibly noisy, waking you up if you were sleeping. Some radiators would not work. It took 3 months for Keats managing agents to do anything about it and only then we we stopped paying all our rent.
The house had a cluster fly infestation and we were killing upwards of 10 flies a day in the bedroom and living room. Again it took withholding rent to get this taken care of. We had to cling film over the fire place in our bedroom to stop them coming in at night. The company who fumigated informed us that it is an ongoing problem and anyone who had lived there before (which was the actual landlady) would have known about it as the fumigation would need to be done bi annually for the future.
The place was covered in damp and mildew which had been hidden when we looked around. By the time we left many walls were marked with creeping damp. i had a cough the entire time we were there which had gone within 2 weeks of leaving! It was mould induced asthma.
I don't mind a place having the odd issue as long as it is sorted quickly, but it took Keats over 3 months to do anything about it. The landlady and the property management were unwilling to pay for anything or fix anything until we withheld rent. After our horrendous move in and the landlady being openly unhappy about paying for the locks (which were proven to be old and knackered) plus finding all of other issues such as the shower, the heating and the flies we asked to be release immediately from our agreement as the house was not fit for habitation. Certainly not fit to have people pay £1100 a month for the 'privilege' of living in. The owner put this to the landlady who told us that we could move out if we paid the resisting fees. This amounted to some £500. As we would then be incurring more costs to find somewhere new, hire a van again etc etc, we said no as we should not be £1000 out of pocket because her house was not in a fit state to Iive and she didn't ant to fix anything. After submitting a complaint ti this effect, she then said that she would put the house up for sale and we could go when contracts exchanged. It was clear that she did not want to do what was necessary to be a professional landlady and Keats pandered to her rather than looking after us. They even told us she was their client, which made us wonder what on earth we were as we were surely paying more per month than she was!
At no point were we made to feel that we actually mattered.
We have been given £200 compensation for the inconvenience of the issues we had not being death with promptly, yet are over £1000 out of pocket as we have since been released from the contract early and been able to move. This is at a cost though of paying more admin fee's, van hire, closing bills etc.. only 4 months since having to fork this out initially. Their entire service is set up to look after the landlord and not the tenant.
We are ask still waiting for our deposit to be returned. The check out was much more thorough than the check in was (something the check out clerked remarked on!) and picked up more of the marks that were already there. The landlady decided that she wanted us to pay for carpet cleaning of the marks. Marks that were there in the first place on carpets that were not clean when we moved in. We can only assume that she is doing this tot ry and get even more money out of us as no one else has wanted to move in and in the 4 months the house has been on the market no one has wanted to buy it. We last had communication with the property management agent Rebecca 7 days ago when we said we would dispute any deductions. They still have £1600 of our money and we left nearly 30 days ago. We spent 4 months in total hell and it is still not over. For them not to simply release our deposit straight away after everything we endured there is not good enough.
Some of the front line staff in the Farnham office are lovely and have sympathised with us, but have not been able to do anything as the managing office takes over everything once the offer is accepted. The managing company is appalling and we may well end up in court to resolve getting our deposit back as they simply fail to respond in a timely fashion. Sadly the company owners have no interest in getting involved which is a shame. If I failed to get involved in overseeing my company in the same way I would have no business. I would also be mortified if anyone experienced what we have been through and did not get personally involved. Sadly they just don't seem to care.
What agent could do to change your mind?
If the issues had been resolved immediately then the relationship between us, the landlady and the agent would not have broken down irreparably. If the house had been in good repair to start with this would have been even better. The landlady deeming it acceptable to leave it in such as state as she did not mind living in those conditions is not a good enough reason to not then fix things that people paying you money need fixed to use the property as expected. We should have been properly compensated so that we were not out of pocket by over ‚£1000 due to 2 moves in 4 months. We should have been given our deposit back straight away. A sincere apology would also not have gone amis.Attached Filesnbsp;
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Opening Hours
Address
Keats Fearn
15 Downing Street
Farnham
Surrey
GU9 7PB
01252 718018
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 94% | 100% | £90,000 | £1,150,000 |
| Lettings | 100% | 99% | £950 | £4,000 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 9 | 0 | 4 | 2 | 33 | 0 | 20 | 0 | 3 | 2 |
Areas covered
- GU8
- GU9
- GU10
- GU34
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Jan 26,2024
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We were always pleased that we chose Keats Fearn to sell our house in Farnham. They were consistently professional, engaged and communicative. No call went unanswered, no detail too small for them to handle. As to the final stages of our sale, I have to ...
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Jan 29, 2024
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Dear John & Carol
Thank you so much for your valued feedback - We are all so pleased we got your house sale and purchase over the line. Kind regards, James & The Team ...
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Sep 10, 2023
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Thank you very much for your kind review. Myself and the team always look to go that extra mile. Kind regards, James & The Team ...
Aug 15,2023
Aug 15,2023
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James and his team went over and above board in helping us with the sale of my parent's house.
They are very professional, informative, kind, approachable and very helpful. Nothing was to much trouble for them.
We had a few bumps along the way, but ...
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Jul 06,2023
Jul 06,2023
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James assisted us with the purchase of a house in Farnham recently which in all honesty, may not have happened at all if it wasn't for his continual hard work throughout the process and his dedication to getting the deal done.
Throughout the conveyancing process ...
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May 19,2023
May 19,2023
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Nothing but praise for the professionalism of Keats Fearn and the calm and unflappableDerek who is a master of the art of matching potential buyers to houses. This resulted in him finding a buyer for my daughters property within hours of it going on the ...
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May 19, 2023
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Dear Peter, Thank you so much for your feedback - it means so much to get feedback like this to us. It was a pleasure to act for you and hopefully we will be able to act for you again at some future point. Kind regards, James & The Team ...
Dec 22,2022
Dec 22,2022
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James has been excellent throughout the transaction, dealing with a number of tricky issues quickly and efficiently, I would use again....
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Dec 22, 2022
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Thank you so much for the feedback Carly. Really pleased we got the transaction through for you and your family. ...
Nov 03,2022
Nov 03,2022
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James Fearn you are a legend, our fifth transaction together was a true test of determination, patience and orchestration, and you demonstrated such professional excellence throughout that I will forever be grateful .Thank you for adding so much value to our lives!...
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Nov 03, 2022
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Dear James, Thank you so much for your kind words. I am delighted the sale went through and look forward to acting for you again at some point in the future. Kind regards, James & The Team ...
Nov 01,2022
Nov 01,2022
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We have used KeatsFearn over the last 20 years to buy & sell three homes. It has been a real pleasure working with them and we feel that they have always tried to do their best for us when buying or selling our homes. They have a ...
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Nov 01, 2022
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Dear Nel, Many thanks for your kind review. It is always a pleasure to act for long standing clients and we look forward to working with you again at some point in the future. Kind regards, The Keats Fearn Team ...
Oct 06,2022
Oct 06,2022
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We have used Keats Fearn before and had no hesitation using them again to sell our mother's flat. I appreciate the professional but personal approach. It was a difficult sale ij the end but Derek and James kept on top of i, pushing things forward ...
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Oct 07, 2022
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Thank you very much for your feedback Terri. Pleased we got your mother's sale over the line. Kind regards, The KF Team ...
Aug 22,2022
Aug 22,2022
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Five star service! Have known James, Derek and the team for more than 10 years managing my property. Professional, courteous and they always go the extra mile without being asked. Highly recommend to all....
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Aug 22, 2022
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Dear Richard, Thank you for your feedback. We look forward to working with you for many more years. Kind regards, The Keats Fearn Team. ...
Jul 12,2022
Jul 12,2022
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Maybe we don't say it ... but GREAT SERVICE is fine when things are all going well, but when difficulties arise ... obtaining truly great service reflects the team's excellent abilities and commitment. Keats Fearn management has offered not only winning advice, but remained fully engaged throughout....
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Jul 09,2022
Jul 09,2022
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We have been using Keats Fearn for a number of years now to find tenants for our rental property and they have always been very efficient, professional and fairly priced but I feel compelled to write this review now because James Fearn has gone above ...
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Jul 11, 2022
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Dear Katie, Thank you for the feedback; with my own name above the door it has been imperative to stay on top of any issues and resolve them. Delighted we have resolved the latest issue we had with our previous outsourcing letting firm. Kind regards, James & The Team ...
Jan 21,2022
Jan 21,2022
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Thank you so much not only for securing my purchase but also helping sort out problems with buyer of my property through another agent!! I will not be going back to the other Estate Agency at any time. I am certain that without your help ...
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Jan 24, 2022
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Dear Sandra, Thank you so much for your review; I am delighted we secured your move. Kind regards, James & The Team ...
Oct 02,2021
Oct 02,2021
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The property was well marketed and sold quickly. They kept me well informed during a difficult sale process. Reasonable fees....
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Oct 04, 2021
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Thank you for your feedback Robert. ...
Aug 09,2021
Aug 09,2021
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Just how an Agency should be, integrity is a common thread Mulberry Homes share with Keats.
We are delighted to work with James not only on site acquisition but sales too.
Long may it continue...
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Aug 09, 2021
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Thank you for your feedback. Keats Fearn look forward to many more years of working with Mulberry Homes. ...
Aug 05,2021
Aug 05,2021
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Their proactive approach throughout was just brilliant and ensured the sale went through quickly and smoothly. Excellent service and great communication at all times. I would highly recommend them....
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Aug 05, 2021
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Dear Matt, Thank you very much for your positive feedback. Kind regards, James & The Team ...
Aug 01,2021
Aug 01,2021
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We were very pleased with the excellent photographs that you took of our property and we think contributed to an early viewing and sale. Thank you for the excellent service throughout the process and appropriate level of contact in keeping us updated....
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Aug 02, 2021
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Dear William, Thank you so much for your recent review. It was a pleasure to act for you. Regards, The Keats Fearn Team ...
Jul 02,2021
Jul 02,2021
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James was excellent. We went from valuation to completion in under 6 weeks and hit the stamp duty deadline of June 30, something we were told was impossible. James played a key role in this as he was right on top of all the key stakeholders and ...
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Jun 23,2021
Jun 23,2021
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Keats Fern manage our property and most of our dealings have been with Liga. Liga is an absolutely star, super responsive, super efficient and exceptionally professional! We've had bad experiences with management companies before but working with Liga and Keats Fern has been a breath ...
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Jun 23, 2021
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Thank you so mush for your feedback - I have shared with the team and they were delighted. Will continue to deliver a 1st class service moving forward. James & The Team ...
May 25,2021
May 25,2021
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I have had nothing but excellent service from a busy agency. My purchase seemed to take ages and Keats Fearn kept me in the loop along the way. I would recommend them and if need be use them again....
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May 25, 2021
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Thank you so much for your feedback. I am pleased we got you there in the end. James & The Team ...
May 11,2021
May 11,2021
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We would highly recommend Keats for Estate Agent Services, such a pleasure to deal with them , they are always helpful , quick to respond and certainly did a great marketing our property .
A big Thankyou to all the Keats team ....
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May 12, 2021
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Dear Phillip, Thank you so much for your feedback. I look forward to helping you in the future again and wish you and Aileen all the best. Kind regards, The Keats Fearn Team ...
Apr 29,2021
Apr 29,2021
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Tamara was everything we could of asked for and more when it come to making sure our first place together was the perfect one! with faultless communication and making sure we felt comfortable and reassured every step of the way!! Will be singing her praises ...
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Apr 29, 2021
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Thank you very much for your feedback. I will ensure this is passed on. Regards, James ...
Apr 28,2021
Apr 28,2021
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Keats have just relet my flat and thanks to several people but Tamara Sewell in particular who managed to get the whole process done very quickly so that there was no gap between tenants. Not an easy thing to do but Tamara made it quite ...
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Apr 28, 2021
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Thank you for your review - Tamara and the team will be very pleased to see this. Kind regards, James ...
Apr 14,2021
Apr 14,2021
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Tamara has been a credit to Keats, always prompt with keeping us up to date with all relevant info and making sure our move went smoothly. Highly recommend using Keats again, very impressed with Tamara and Jo....
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Apr 27, 2021
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Thank you for the feedback - this will be passed onto the ladies. ...
Apr 12,2021
Apr 12,2021
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Friendly and efficient. Great communication from the whole team but especially Derek and Tamara who ensure the job gets done...
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Apr 26, 2021
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Thank you for your feedback - The team were delighted to have delivered as always. ...
Apr 12,2021
Apr 12,2021
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James and the team have been excellent in marketing my property and achieving great results over the past year. They provide a more bespoke, family type service you don't get with some of the larger agencies and they know their localised market inside out. Can't ...
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Apr 26, 2021
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Thank you for your review - We have a superb team that always goes the extra mile. ...
Apr 12,2021
Apr 12,2021
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The team within Keats Fearn Farnham (and their wider support) have consistently provided a top quality service for both sales and rental, demonstrating patience, experience and a depth of knowledge that has been most welcome and valued....
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Mar 28,2021
Mar 28,2021
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Keats and Fearn have been great. Very efficient and prompt with getting the house on the market and communication, both with us and the other parties. Derek did a fantastic video which I'm sure helped immensely with getting so many viewings in such a short ...
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Mar 29, 2021
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Thank you so much for the positive feedback. Derek and the team put their heart and soul into selling Pinewood Lodge and I will ensure they are updated on how pleased you are. Kind regards, James ...
Feb 21,2021
Feb 21,2021
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James and his team have been excellent throughout the process of selling our late father's home. It turned out to be a much longer process than any of us anticipated but James and his team were patient and reassuring throughout and kept us well informed ...
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Feb 22, 2021
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Dear Denise, Thank you so much for the feedback. I am pleased we got there in the end and thank you for using Keats Fearn. Kind regards, James ...
Feb 17,2021
Feb 17,2021
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From visiting the property to exchange James and the team provided a professional and personal service helping moving in a pandemic as stress free as possible....
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Feb 17, 2021
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Many thanks for your feedback Karen. Pleasure helping your move happen. Kind regards, The Keats Fearn Team ...
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Vendor Fees
1.25%Landlord Fees
10%Tenant Fees
No fees set. Last updated at 21/05/2024, 5:19 PM by James FearnComplaints Procedure
Write to James Fearn and if not happy with outcome/response write to the Property Ombudsman.
Last updated at 4:19 PM 21/05/2024 by James Fearn
Best Estate Agent in Farnham 
Further to your feedback comments; I am not surprised you have posted the above comments as I know this is your second bad experience renting a property and hence why you were so frustrated when this property did not meet you requirements.
I can confirm that some of your comments are valid and some are not; I apologise for the shower not being fixed quicker, however our client had used that shower many times and felt there was not a problem but she did agree to a new mixer to be fitted.
Regarding the comment we lost your ID, that is incorrect. The flat was cleaned to a good standard but I admit it was not professionally cleaned but that was never promised. The lock issue was resolved quickly.
Your deposit was released in a quick fashion however the decision to release it is not ours alone; I can confirm as the owner of the business I apologised for the inconvenience of the lock breaking that was out of everybody's control and the time to get the shower mixer changed.
Once again, I am very sorry that your renting experience through my firm was not a better one and I wish you all the best for the future and take on-board your comments about us actioning maintenance calls quicker.