I am still waiting for someone to get back to me relating a security deposit I paid for a property I didn't move into. I spoke with a number of staff some who were helpful and others who refused to get management to contact me relating to my situation. No answers were provided about if the property was still available, no information was shared about the deposit not being refundable. My relationship deteriorated and I have been left with the kids and out of pocket by £600 which is probably little for you but a very big deal for me and the kids. In times that we have been going though I'm surprised that a company such as yourselves have ignored my requests and emails for more information and a refund. This leads me to conclude that you are untrustworthy and do t formalise any comms in writing confirming your stance on fees paid. Shocking

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I have had very good experiences with Andrew Purnell. They have been managing the block of flats for which I am a landlord. I had a significant problem with a leak and they were able to go out of their way to assist me and source a plumber to sort the problem out for me. Frank was really helpful in contact me directly and arranging help. I have already recommended them to friends and family. Thank you!

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The best agent for my properties. I’ve been a client for Andrew Purnell for over five years now and they have been 100% with continuous high quality service.

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• Experience: Would you recommend ? : No

We are currently staying at one of the homes managed by Andrew Purnell. Please take a minute to read through one of the worst possible experiences that you could go through by signing off an agreement with them.

Everything began extremely well, with prompt responses and clarity. At the first tour of the home we spotted a few breakages, leaks and maintenance tasks in general, so we mentioned it to the agent and we received the first unmet promise: ”we'll fix this, we manage the whole building”.

When walking into the home the first time, we've been struck by how appalling the “professional” cleaning status of the home was. Grease on the carpet, moulded tiles in the kitchen and bathroom, to name a couple. As a result, our stay started with a self-arranged professional carpet and home cleaning. No drama, nobody is surprised to move to a new home and find it perfectly cleaned and ready to your standards.

The matter gets seriously unprofessional when Andrew Purnell considers appropriate to rent out a flat with leaks that affects the people living downstairs, windows that can't be opened, broken shower screen (this is great when the water leak downstairs..) mould in the bedroom, broken “handmade” lighting systems (in the kitchen!),etc. When pointing this out in tens of emails, we've only received sporadic, if none, answers which were never straight to the point. The best outcome that we could negotiate has been that only one maintenance task would be carried out per month. We've been given, as a reason, that it wouldn't be fair to economically “overload” the Landlady.

As a result, we have been living in the flat for more than 3 months now, and the leak (together with another long list of tasks) is still due to a date to be confirmed, which is highly concerning for ours and our downstairs neighbours' safety.

Well, this was just the beginning. We found ourselves in the position to need to help a friend struck by Covid-19 related issues, who found herself in need to temporarily move abroad, and asked us if we could take care of her 9 year-old, small sized dog, who has always been living in a flat. We asked Andrew Purnell for permission as Tenancy laws and the Consumers Rights act (2015) allows us (and you) to. The first answer we were given was that the Headlease strictly prohibits so, and we felt quite confused by how a converted flats building would have such a clause in the Headlease. We then requested a copy of the document and Andrew Purnell ignored it and replied that the Landlady wouldn't allow us to temporarily have a pet since it “would be cruel for the dog”. We decided to get a consultation with a UK based vet, to ask her opinion as a professional on this matter, and she confirmed how fundamentally wrong that assumption was. The vet confirmed she would be happy to put this on paper, to be officially recognised. Our offer to provide this document to Andrew Purnell has simply been ignored.

Given the above, we reached back to Andrew Purnell and offered to increase the security deposit, to add a clause where we would agree to relocate the dog would it be an issue for the neighbours and to immediately take full economic responsibility of any damage that the home would incur into, if any. We spent more than 3 weeks sending follow up emails and trying to call without receiving a reply.

We finally received an answer:” for the sake of complete clarity it is a definite no to your request for a dog. This can't be changed for any reason. No amendments/changes/increases in the deposits can change it.”.

After such a long wait and an unfair one-sided decision, we requested to speak with a superior. We get shortly after contacted by Mark(or Matt), Property Manager, who confirmed over the phone that in no way we will be able to temporally have the dog and that they are not under any obligation to give us an objective reason for it. Moreover, he also confirmed that no headlease will be sent over (simply because “he doesn't want to”). Last but not least, he kept asking us why we “don't understand that in this country a decision must be accepted, not to insist” (on a side note, we are an Italian and a Spanish working full-time and leaving in the UK. If you see where I'm getting at, please take this into consideration if you are a foreigner and you're willing to get a life and immigration-related cultural lesson from Andrew Purnell).

Of course, we don't have (yet) received the headlease and I'd bet my neck the homeowner doesn't know anything about this.

No home is worth the mental health and time that you'd sacrifice dealing with these people. Don't get fooled.

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I've been renting through Andrew Purnell for over three years now and through this time they have been very attentive and helpful. The software they use is very helpful and keeps all the data I need in relation to my apartment on line for easy access whenever I need it. Calls and emails are always responded to (very quickly)! If you want an agent that is honest and trustworthy with excellent customer service then look no further than the team at Andrew Purnell & Co.

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• Experience: Would you recommend ? : No