67% sales valuation accuracy
67% sales fee satisfaction
98% lettings valuation accuracy
92% lettings fee satisfaction
Apr 15,2011
Apr 15,2011
2
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this helpful
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If I could have selected zero stars, I would have. The most unprofessional, laxadasical, condescending and unreliable organisation I've ever dealt with.
The problems with the estate agent began from the first viewing of the property we ended up renting. With hindsight, we should've seen the signs and researched them a bit more but never expected it to be this bad. A friend and I moved into a two bedroom flat last year and both agreed that we had never seen this level of poor service from any other estate agent.
1 - We were shown a flat that fell within a specific price range, but when we agreed to take it, we were told the price was significantly higher. When we pointed out that the flat we viewed was advertised on their website at the lower price, we were told that the website hadn't been updated and that they were using the wrong photos to advertise the lower priced flat. Allegedly, their website coordinator hadn't had time to fix it before we viewed it, although it remained like that for quite a while, (this was us despite confirming the lower price while we were actually looking around the flat).
2 - When we moved into our chosen flat, we found it filthy. Square Mile insisted it had been inspected and found clean but there is no way visible dirt/dust on the floor, a grease stained hob, smoke clouded glass table tops and pubic hair stuck to used soap in the shower classifies as 'cleaned to a high standard'. Additionally, several things were missing from the flat like lightbulbs and the remote control for the dvd player. It took over a month to have Square Mile replace these items and it only happened after escalating several layers up the chain.
3 - We set up a standing order for our rent to be taken out at the beginning of each month as Square Mile requested and saw the first month's come out with no problems. Then received a letter about 3 weeks later saying we were in arrears for the full amount. We called the company (several times as no one returned our calls) and finally sent over screenshots of our bank accounts showing the payments had come out. We were told that there was a problem with the Accounts department and that the matter was resolved. However, the next month, we had the same letter through the door and the same issue. We sent more screenshots and again, the issue was 'resolved'. We continued to receive these letter through the post for almost the entire time we lived in the flat. On one occasion, we even received a second, threatening letter saying we would be evicted within the week, despite the fact that we had spoken to the agents several times on the days before receiving the letter and they had assured us that once again 'the issue was resolved'.
I'd love to say that the issue did get resolved eventually, after escalating but it never did. Square Mile attempted to withhold our deposit saying that we hadn't paid the rent for one month six months earlier, despite apparently 'resolving' the issue already!!!!
4 - When we came to move out, we agreed that the agent could show the flat while we were at work during the day provided they confirmed with us first and had written permission for the porter. However I very strongly suspect that the flat was shown without our permission on at least one occasion. The porter had advised us of the reputation of this estate agent in the past and upon our arrival home one evening, the porter let us know that the estate agent had been around to show the flat earlier that day but hadn't had written permission from us. The agent denied it when confronted, but interestingly, a light had been left on that wasn't on that morning. There had been several other times previously when the agents left lights after showing the flat while we were at work so I can only assume that they had done it again, except this time, without written permission to enter the flat.
5 - It took over a month to get the deposit back, although clearly we were one of the lucky ones, seeing that other people didn't get it back for three months. I can only attribute this to virtually stalking the estate agents to get a response from them. They often would not respond to emails or phone calls until at least the third or forth one, but I found calling every half hour and asking to be put on hold while the relevant person who is always 'on the other line' finishes up works very well.
My advice to anyone considering using them - Steer clear by all accounts. Not worth the trouble or the money.
The problems with the estate agent began from the first viewing of the property we ended up renting. With hindsight, we should've seen the signs and researched them a bit more but never expected it to be this bad. A friend and I moved into a two bedroom flat last year and both agreed that we had never seen this level of poor service from any other estate agent.
1 - We were shown a flat that fell within a specific price range, but when we agreed to take it, we were told the price was significantly higher. When we pointed out that the flat we viewed was advertised on their website at the lower price, we were told that the website hadn't been updated and that they were using the wrong photos to advertise the lower priced flat. Allegedly, their website coordinator hadn't had time to fix it before we viewed it, although it remained like that for quite a while, (this was us despite confirming the lower price while we were actually looking around the flat).
2 - When we moved into our chosen flat, we found it filthy. Square Mile insisted it had been inspected and found clean but there is no way visible dirt/dust on the floor, a grease stained hob, smoke clouded glass table tops and pubic hair stuck to used soap in the shower classifies as 'cleaned to a high standard'. Additionally, several things were missing from the flat like lightbulbs and the remote control for the dvd player. It took over a month to have Square Mile replace these items and it only happened after escalating several layers up the chain.
3 - We set up a standing order for our rent to be taken out at the beginning of each month as Square Mile requested and saw the first month's come out with no problems. Then received a letter about 3 weeks later saying we were in arrears for the full amount. We called the company (several times as no one returned our calls) and finally sent over screenshots of our bank accounts showing the payments had come out. We were told that there was a problem with the Accounts department and that the matter was resolved. However, the next month, we had the same letter through the door and the same issue. We sent more screenshots and again, the issue was 'resolved'. We continued to receive these letter through the post for almost the entire time we lived in the flat. On one occasion, we even received a second, threatening letter saying we would be evicted within the week, despite the fact that we had spoken to the agents several times on the days before receiving the letter and they had assured us that once again 'the issue was resolved'.
I'd love to say that the issue did get resolved eventually, after escalating but it never did. Square Mile attempted to withhold our deposit saying that we hadn't paid the rent for one month six months earlier, despite apparently 'resolving' the issue already!!!!
4 - When we came to move out, we agreed that the agent could show the flat while we were at work during the day provided they confirmed with us first and had written permission for the porter. However I very strongly suspect that the flat was shown without our permission on at least one occasion. The porter had advised us of the reputation of this estate agent in the past and upon our arrival home one evening, the porter let us know that the estate agent had been around to show the flat earlier that day but hadn't had written permission from us. The agent denied it when confronted, but interestingly, a light had been left on that wasn't on that morning. There had been several other times previously when the agents left lights after showing the flat while we were at work so I can only assume that they had done it again, except this time, without written permission to enter the flat.
5 - It took over a month to get the deposit back, although clearly we were one of the lucky ones, seeing that other people didn't get it back for three months. I can only attribute this to virtually stalking the estate agents to get a response from them. They often would not respond to emails or phone calls until at least the third or forth one, but I found calling every half hour and asking to be put on hold while the relevant person who is always 'on the other line' finishes up works very well.
My advice to anyone considering using them - Steer clear by all accounts. Not worth the trouble or the money.
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Apr 19, 2011
I'd just like to add a few points to the above.1)The flat was also advertised as furnished, and the agent advised all the kitchen items were included, However when we moved in we found no cutlery, plates, bowls, cooking utensils, kettle or toaster. All we were told when we questioned this was, oh the agent must have made a mistake.
2) In additional to the disgustingly dirty flat, the flat was also still full of all the trash and crap left by the old tennant, and all the furniture was in the wrong rooms (ie sofa in the bedroom, and unbuilt bed in the living room) we were advised to just sort the furniture out ourselves and only after signifcant complaining was the stuff left by the previous tenant removed by the agency.
Don't ever use this agency! Totally unprofessional, unhelpful and rude!
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Latest Reviews
23rd Dec 2022
reviewed by 'Thomas & Ireene Biser'
11th Apr 2022
reviewed by 'poor service'
13th Apr 2021
reviewed by 'graham'
10th May 2019
reviewed by 'Engineer'
Opening Hours
Address
Dexters
349 West End Lane
West Hampstead,London
Greater London
NW6 1LT
020 7433 8006, 020 7433 8007
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 67% | 67% | £670,000 | £2,100,000 |
| Lettings | 98% | 92% | £350 | £3,700 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 255 | 1 | 708 | 11 | 9 | 1 | 8 | 0 | 9 | 3 |
Areas covered
- NW6
- NW2
- NW3
- NW11
- NW8
- NW1
- NW4
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Rankings
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Mar 10,2023
Mar 10,2023
0
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Dexters, by active marketing of our flat, have made our sale relatively stress free. Their representatives were punctual, polite and considerate and negotiated the best price we were likely to achieve....
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Jun 20, 2023
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Dear Rod, Our aim is to deliver a 5* service to our customers and clients and we are delighted that we have achieved this for you. Thank you for taking the time to leave a great review and we hope to be able to assist you again in the future. Kind regards, Asma Chughtai, Customer Relations Team ...
Dec 23,2022
Dec 23,2022
0
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this helpful
Peter helped with both the sale of our family home but even more with our efforts to find a new home in the area. Peter is very knowledgeable and experienced and his advice was extremely helpful both on the sale and buy side. Peter is ...
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Apr 11,2022
Apr 11,2022
2
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The branch manager cricklewood incompetant and disorganised manager sl and was the mist miserable agent who is unfriendly and miserable. i never met an agent incapable if understanding simple requests and was intimidating the branch needs total reorganisation I never use your agency again...
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Apr 21, 2022
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I am disappointed to hear you have not had a 5 star experience with us. Unfortunately, I am unable to find you on our database. If you could contact us with some more information at [email protected] then I can look into this for you. Kind regards, Ria Burton, Customer Relations Team ...
Aug 02,2021
Aug 02,2021
8
people found
this helpful
this helpful
Strongly advise dealing with Dexters in Cricklewood for property sales. I tried to sell my property through them and they colluded with the buyer behind my back in an attempt to coerce me to accept a lower price than that which I was comfortable accepting. ...
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Apr 13,2021
Apr 13,2021
0
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Dan worked with us for over a year getting this sale done.
We chose Dexters initially because we trusted his approach.
At first we were in no rush - then covid struck.
Then we found ourselves working with a dubious prospective buyer and Dan worked ...
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Apr 19, 2021
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Dear Graham, Thank you so much for your fantastic review and kind comments in relation to Dan. I will ensure that I bring your review to his attention and that of his Director. Kind regards, Sarah Tranter ...
May 10,2019
May 10,2019
12
people found
this helpful
this helpful
The experience we had with Dexter's was truly stressful and painful. They were very accomodating at first in showing the flat, I appreciate that, but all the rest went terribly wrong.
I write this review for other potential tenants. Be careful. These agents are not ...
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Comment on agent fees
Unknown. Kept on asking but question avoided or not clear
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Aug 13, 2019
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I am disappointed to read your review and welcome the opportunity to discuss this with you. Please contact me at [email protected] if you wish to raise a formal complaint, and I will look into this matter on your behalf. Kind Regards, Hayley Marner Customer Relations Team ...
Oct 11,2018
Oct 11,2018
0
people found
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this helpful
I had been dealing with Chris Neale for months in relation to a property I (have now) bought and he has been very professional, helpful, diligent and friendly throughout the entire process. He was honest the whole way through and even under the usual pressures ...
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N/A
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Nov 13, 2018
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Dear Helen, many thanks for posting such a great review for Chris. I know he will be delighted you have taken the time do so. I hope you have now settled into your new home and enjoying it. Kind regards Marilyn Plews ...
Nov 24,2017
Nov 24,2017
0
people found
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I've been renting in London now for a few years, changing places quite frequently- but the property I found through Dexters, especially with the help of Alex, ticks all the boxes and I'm absolutely thrilled with it. She was so helpful, professional and understood exactly ...
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Comment on agent fees
standard
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Dec 07, 2017
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Dear Geoffrey,
Thank you very much for your great review regarding our West Hampstead Office. Feedback is very important to us and we appreciate you taking the time to post this.
I would like to wish you all the best for the future and hope we can be of assistance to you again should you be considering moving.
Kind regards,
Marilyn Head of Customer Relations ...
Nov 22,2017
Nov 22,2017
0
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I rent a house through Alex she was sure I will like and rent this house before viewing it..I just told her my requirements and she found me this lovely house...she was very helpful and cooperative...
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Comment on agent fees
Good
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Dec 07, 2017
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Dear Hussain,
Thank you for your review regarding your experience with our West Hampstead Office. I am delighted to read that we have achieved our aim of delivering a five star service.
I would like to thank you once again and wish you all the very best for the future.
Kind regards,
Marilyn Head of Customer Relations ...
Nov 16,2017
Nov 16,2017
1
people found
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this helpful
The experience was pleasant, we dealt with a woman named Alex Broderick who was extremely friendly and helpful, and made the whole thing seem less scary!...
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Dec 07, 2017
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Dear Jenny,
Thank you very much for your great review regarding our West Hampstead Office. Feedback is very important to us and we appreciate you taking the time to post this.
I would like to wish you all the best for the future and hope we can be of assistance to you again should you be considering moving.
Kind regards,
Marilyn Head of Customer Relations ...
Sep 01,2017
Sep 01,2017
38
people found
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this helpful
Very unorganised and incompetence.
They do not reply to emails and they completely ignore you when you ring in.
I had to tell several members of staff the same issue and nothing was done to be resolved.
After 6 months when I finally got through. I ...
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Jun 12,2017
Jun 12,2017
31
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This is undoubtedly the worst experience I have ever had from an estate agent.They demanded an incredibly detailed amount of information as a tenant and a guarantor including unaltered bank statements. Found them to be highly disorganised and unprofessional. Terrible experience....
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Jun 13, 2017
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Dear Sir/Madam
I am concerned to read your review and we would value the opportunity to discuss this with you.
If you could contact me at [email protected] and provide me with more details regarding the areas of our service that you have been unhappy with, I would like to look into this matter on your behalf.
Kind regards,
Marilyn Head of Customer Relations ...
Feb 29,2016
Feb 29,2016
0
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It is a very good agency with very nice ,helpful and serious people.
I have found a nice and clean studio thanks to them.
I will recommend them....
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Feb 29,2016
Feb 29,2016
0
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I had a positive expereince with all of the tream and was kept informed of properties in my price range and area to rent, not bombarded with differentprooperties. Easy to organise a viewing and propmpt date given. Able to reserve the flat at the viewing ...
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Comment on agent fees
In line with other agents fees
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Jan 21,2016
Jan 21,2016
0
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We contacted Martin & Wright to rent a flat. Everything was quick and easy; everyone was very helpful. I would recommend Martin & Wright!...
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Jan 20,2016
Jan 20,2016
0
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I found the service friendly, personal and efficient, I'd have no hesitation recommending Jay Hayden. The office location was also handy and the staff bright and friendly...
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Comment on agent fees
Fair
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Jan 20,2016
Jan 20,2016
0
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this helpful
Really helpful, for us in with last minute viewings and rang us the instant they had what we wanted available so we got the perfect place. Really prompt and proactive, trustworthy guys. Always check that and issues we have are dealt with promptly even if ...
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Comment on agent fees
Good - very reasonable which is a pull - worth the cash
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Jan 20,2016
Jan 20,2016
0
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Good experience with agent making our move a lot less stressful. Was very approachable and offered his assistance throughout the moving process....
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Jan 18,2016
Jan 18,2016
0
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Excellent service provided in securing the property and meeting our needs and circumstances. Friendly, helpful and flexible - we were able to get everything sorted very quickly. Would recommend....
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Comment on agent fees
Fees are seemingly in line with the rest of this market. Whilst expensive, unfortunately this is somewhat unavoidable.
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Jan 16,2016
Jan 16,2016
0
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Good Service, from the first viewing right through to the exchange, a professional team and a good agent. HAppy with it all...
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Comment on agent fees
Could have been cheaper....!
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Jan 15,2016
Jan 15,2016
0
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Martin and Wright is an adequate if entirely undistinguished letting agent. Viewings were easily arranged and competently conducted. The agent was unwilling to ask the landlord for as much flexibility as I requested for a contract start date. After the offer was accepted, the vetting ...
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Comment on agent fees
Fees are within the range to be expected of London agents. Higher than I have paid before but not extortionate.
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Jan 12,2016
Jan 12,2016
0
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I currently rent with Martin and Wright and their process of gathering all the details and making sure the tenancy agreement was sorted was very efficient and so very easy for myself and my flatmates!
Whenever we've needed any help with payments/lost keys/general ...
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Jan 12,2016
Jan 12,2016
0
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Chloe was very helpful when we were looking for a flat. She helped us shortlist the flats and arranged for the viewings on a Saturday which was very helpful!...
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Jan 12,2016
Jan 12,2016
0
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Jay is a very professional and efficient person. He combines this with a degree of friendliness.I have worked with him well during the lettings process....
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Comment on agent fees
The agent is effective and efficient.
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Jan 11,2016
Jan 11,2016
0
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The service provided was correct however the agent who showed me the flat was not very informed about the property itself. For example there is a sofa that can be transformed in a bed, which is an added value, that he did not mention and ...
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Jan 11,2016
Jan 11,2016
0
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Very good work from both Craig and Jay. They were very helpful and professional. Much appreciated. Would use their services if I were a Landlord....
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Jan 08,2016
Jan 08,2016
0
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We found our current flat via this agency, the viewing was arranged at a convenient time on a Saturday which was OK. We placed an offer on Monday which was accepted by the landlord after some mutual negotiations, and M&W managed that process. We ...
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Comment on agent fees
OK
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Jan 08,2016
Jan 08,2016
0
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The team at Martin & Wright were great to work with. We had been looking for a flat for months and had a couple of difficulties with other companies. When we started working with Martin & Wright they let us know everything we needed to, kept us ...
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Jan 08,2016
Jan 08,2016
0
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pretty happy with the service. Comission was dropped to accomodate both parties. Email replies and phone calls were prompt and efficient....
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Jan 05,2016
Jan 05,2016
0
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I had a very rewarding experience with Martin and Wright. Jay Hayden went beyond the call of duty to ensure I got my flat rented out within two days of putting it on the market. The supporting team were all very helpful and super efficient, ...
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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
e-mail [email protected] which is overlooked by Peter, Jay & Malcolm. Complaints will be dealt with within 48 hours.
Last updated at 9:12 AM 18/08/2015 by Jay Hayden
Maybe you are not aware, but they are required to process the return of your deposit within 2 weeks. There is a statutory law out there and if they do not process it within 2 weeks, then you can sue them. I threatened them with this law on Thursday evening, and miraculously, I received an email on Friday 5pm asking for my bank detail for the return of my deposit.