Keatons, Stratford

When tasked with managing the flat, Keatons failed to carry out repairs or properly clean the property. During the viewing, one of their estate agents insisted that the flat had already been professionally cleaned even when it clearly hadn't and there were still visible crumbs in the fridge. It took them three days to find a cleaner and the one they found didn't even remove the grime in the kitchen. This, combined with their constant refusal to confirm the amount that I needed to pay prior to the move, caused severe delays and set the move back by multiple days. When I reported them to the council for refusing to clear the mould they lied and said that this wasn't a pre-move requirement even though it was (their assurance that the mould would be removed prior to the move was the only reason I decided to pay the holding fee). When the lock on the door broke and I was trapped in the flat, one of their contractors yelled at me, threatening to not help me, even though they knew I was on the verge of a panic attack. When the washing machine broke, they sent a repair man into the flat whilst I was out of town who would use my dishes and clothes as rags to clean up the mess (that moron rummaged through my things and attempted to wash some red t-shirts alongside some white t-shirts and nearly ruined some of the last few clean clothes I had left). The washing machine itself was never actually fixed.

This was by far the worst experience that I've every had with an estate agent but their one saving grace was that they agreed to refund the agency fee when I left the property. Of course, when I did leave the property, their property manager, who has a nervous tick that makes her incapable of telling the truth, told a member of Tower Hamlets council that I was planning to stay a week longer than agreed...on the day I'd returned my keys!