Belvoir in United Kingdom

The agency fees were astronomical especially when considering the sub par service we were about to experience. Whenever we needed a repair person to come round it would never be a smooth or quick process. We would usually email several times with no response, call several times with no result to the point where I would have to ring them multiple times in a row where I was essentially calling so much that they had no other option than to send someone just to shut me up. It took over a year to get the majority of the things that were broken when we moved in to be fixed and the furniture that couldn't be repaired we were left with. My flatmate and I had gotten to the point where we were even willing to accept that half of the furniture promised in this 'furnished' flat should be taken away - either to be put in the skip or a storage unit - but even this request was not able to be fulfilled so we spent the majority of the time with broken furniture all over the flat. When our tenancy finally ended and we were moving out, I spent literally entire days making sure the entire place was spotlessly clean, and repaired and painted things to a standard that was far beyond what we had found when we moved in, I had a friend who works as a professional cleaner even give it their stamp of approval and yet when it came to the return of the deposit they attempted to charge over £200 for cleaning services which is a joke considering the place was such a mess before we moved in. Looking closely at the cleaning company used I found that the company was not registered, and I couldn't find any evidence of it's existence anywhere online. The invoice for the cleaning company looked illegitimate also which is just the cherry on top of the experience with this horrendous scam of a letting agent.

Good communication throughout tenancy. Attentive, friendly and apologetic...
No complaints about them but for the problem that they can’t disclose the landlords address prior to agreement...

Really bad and slow communication between agency and us. Agency tends to be rude in responses and false advertise certain things.

We were let an apartment in a dire state, which was not at all like the photos on the listing, nor had it been in this level of disrepair when we viewed it. I am able to evidence all of this via email record. Our time letting with Belvoir central was a headache from start to finish, we were met with no empathy regarding the conditions we were left living in - not knowing if we were trapped in the apartment due to the broken door and so on. I spent hours and hours emailing them and calling them just to get responses and get urgent repairs done. At move out they ignored us when we requested our deposit return (didn’t reply until 2 weeks later), then tried to charge us a cleaning fee which is ridiculous given the condition when we moved in and after we had spent hours cleaning it. We had to produce a 29 page document demonstrating how we had improved the apartment, only then did we get our money back 24 days later, but they had the cheek to still charge us a check out charge of £90, even though we had spent hours sifting through the data and photos and handing it to them on a plate! Rude staff, appalling treatment, avoid like the plague!

Do not show any care for tenant safety; after landlords threatened us they continued to work with them and relet the property for the following year. Continually responded to requests for help with "this is not a managed property", despite the fact our requests did not relate to requests for repairs, but for help with a dangerous living condition and frightening/irresponsible landlords. Only seemed to take us seriously after a poor review, and still claimed to be unaware of problems at this point.

Quick to chase us if there is an issue, but not quick to fix problems when we do.