Rushbrook & Rathbone Limited
Hitchin, SG5
4.2/5, 109 reviews
83% recommended
100% lettings valuation accuracy
11% lettings fee satisfaction

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“The main problem with Rushbrook is that every 6 months or ......”

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Nov 14,2014
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By: 'Michela'
Nov 14,2014
4 people found
this helpful
The main problem with Rushbrook is that every 6 months or so they change the person that deal with your property, so every time you have an issue or you need to renew the contract you have to explain everything again, because the new person didn't know what was agreed before with her colleagues. This is time consuming and very frustrating.
Besides they do only the interest of the Landlord and don't take very much into consideration the opinion or the needs of the Tenant.
The really bad thing is though that their contracts are not very clear and no matter what they told you on the phone, if problems arise later, they say the contract wasn't to be interpreted as you did although they let you understand that way. And of course they don't take the responsibility because the person who spoke with you on the phone doesn't work for them anymore. Of all the problems I had during the years with them I am sure that if I could speak with the Landlord directly I would have solved all of them quicker and easier.
What agent could do to change your mind?
They should be more clear on how the contracts are written and if any clause of the Agreement is over ridden by the extension it should be put in evidence and explained.
Attached Filesnbsp;
Comment on agent fees
Every now and then I had to pay fees for renewing the contract but it wasn't at all clear when and why I had to pay. Sometimes for the extension I had to pay, sometimes not. In 4 years I had contracts of 1 year, 6 months and renewal of 6 months. Every time they change their mind on what contract to do, which clauses to apply or cancel, if or not I had to pay and this without really giving me the possibility to decide what to do. Basically it was or you do what we say or you have to go, even though I've always been a very good tenant.
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Latest Reviews

View all Reviews 109
6th Oct 2018
reviewed by 'Alan'
“Whilst R&R handled through a period of 3 years my position as a landlord this has been greatly soured by ......”
3rd Oct 2018
reviewed by 'Chester'
“We have had to contact both the tenancy deposit service and the property ombudsmen in order to get the return ......”
29th May 2018
reviewed by 'BlackStar'
“This company is a horror. If you want fair treatment do not use them. They have no respect to anybody ......”
7th Nov 2017
reviewed by 'AndyCapp'
“**AVOID at all costs.Unethical, extremely high prices and refuse to do anything without a fight. Not once did I ......”
18th Sep 2017
reviewed by 'Jeff'
“Managing company chosen by the landlord for our block o flat. Good:They send the bill on time.The guy ......”
22nd Aug 2016
reviewed by 'Kathryn'
“The company completely ignored our requirements and requests I've our 12 month tenancy and then at the end swindled us out ......”
Opening Hours
  • Monday: 09:00 - 17:00
  • Tuesday: 09:00 - 17:00
  • Wednesday: 09:00 - 17:00
  • Thursday: 09:00 - 17:00
  • Friday: 09:00 - 17:00
  • Saturday: Closed
  • Sunday: Closed
Address

Rushbrook & Rathbone Limited
Portmill House
Portmill Lane,Hitchin
Bedfordshire
SG5 1DJ
01462 420201

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Performance statistics
Services Valuation Accuracy Fees Satisfaction Min Price of property reviewed Max Price of property reviewed
Lettings 100% 11% £700 £2,000
Review statistics
From Landlords From Tenants From Vendors From Buyers Other
29 3 51 12 0 0 0 0 11 3
Areas covered
Services offered
  • Sales
  • Lettings
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  • Block Management
  • Surveys
  • Conveyancing
  • Mortgage Advice
  • Home Builder
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“End of Tenancy...”

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Oct 06,2018
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Joy
By: 'Alan'
Oct 06,2018
3 people found
this helpful
Whilst R&R handled through a period of 3 years my position as a landlord this has been greatly soured by the handling of the moving out of tenant and the the deposit, which has been a disgrace. Despite being informed of sums I wished to ...
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Comment on agent fees
Good
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“Hostile & Ineffective...”

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Oct 03,2018
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Joy
By: 'Chester'
Oct 03,2018
0 people found
this helpful
We have had to contact both the tenancy deposit service and the property ombudsmen in order to get the return of our deposit and rent over-payments back. They claim they cannot get the landlord to comply with the rules, so are completely impotent and ineffective ...
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Comment on agent fees
Terrible rip off and no value for tenant. Watch out for contract renewal fees, extra fees as a result of insisting all tenants are fully referenced as if bill payers, rather than named occupants (we found this out in retrospect), cost of almost everything is attributed to the tenant and at a much higher price than other agencies. Also watch out for them trying to get you to pay for problems that pre-date your check-in. They tried to get us to pay for gutter and water damage that was reported and painted over before we arrived, within the 1st month of us moving in. Luckily, we had enquired about this via email pre-contract signing so they had to accept that we were not liable to repair or redecorate the impacted areas.
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By: Chester
Oct 05, 2018
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You state that you comply with industry regulations, yet you are unable to get the landlord to state how much deposit is owed to us for beyond the 15 days stated in our contract, which you drew up, and you are the legal representatives of the landlord, so you have failed to comply with these regulations. You have also failed to comply with the contract terms that all overpaid rent be returned within 2 working weeks. These are your obligations, and are enforceable by the property ombudsmen. You h ...

“Horror...”

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May 29,2018
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Joy
By: 'BlackStar'
May 29,2018
4 people found
this helpful
This company is a horror. If you want fair treatment do not use them. They have no respect to anybody or anything Joy McAvoy has a sadistic tendency to toss the knife in your wound. She is unethical and disgraceful person. Stacey is not far ...
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Comment on agent fees
Ripping off everybody. I don't know the terms and conditions of the contract between them and the landlord, but based on their attitude, they are making sport of ripping off people, and refusing to gave back the deposit. Disgraceful and disgusting.
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“**AVOID at all costs.Unethical, extremely high prices and refuse ......”

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Nov 07,2017
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Joy
By: 'AndyCapp'
Nov 07,2017
3 people found
this helpful
**AVOID at all costs. Unethical, extremely high prices and refuse to do anything without a fight. Not once did I have a pleasant experience with this truly awful company. They represent everything that is wrong with the letting agency industry. Months after leaving they still ...
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Comment on agent fees
terrible, extortionate. Absolute disgrace
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“Managing company chosen by the landlord for our block o ......”

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Sep 18,2017
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Ruvina
By: 'Jeff'
Sep 18,2017
2 people found
this helpful
Managing company chosen by the landlord for our block o flat. Good: They send the bill on time. The guy they send to do maintenance is really nice and competent. Bad: Everything else. They don't answer to emails. They even have an automatic answer saying ...
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Comment on agent fees
Way to high for what is delivered
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“The company completely ignored our requirements and requests I've our 12 ......”

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Aug 22,2016
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Joy
By: 'Kathryn'
Aug 22,2016
5 people found
this helpful
The company completely ignored our requirements and requests I've our 12 month tenancy and then at the end swindled us out of several hundreds of pounds by with-holding our security deposit Head of lettings, Joy McAvoy, seems to take a sadistic pleasure in making tenants lives ...
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“Over the period of a 6 month let had 3 different agents ......”

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Jan 21,2016
Minithumbdown
By: 'd'
Jan 21,2016
9 people found
this helpful
Over the period of a 6 month let had 3 different agents responsible for the property. Breached terms and conditions of their own contract, overcharged for basic services. Didn't listen or engage with the tenants. Needlessly escalted a straightforward procedure. Avoid....
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Comment on agent fees
80% overcharge for equivalent service
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By: BlackStar
May 29, 2018
View all comments (1)
I have had the same experience. Still fighting with them. I think I need a lawyer. ...

“We had R&R as a management agency for 7.7 years, ......”

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Dec 20,2014
Minithumbdown
By: 'londear'
Dec 20,2014
5 people found
this helpful
We had R&R as a management agency for 7.7 years, but the costs of doing business with them has gone up and up and the quality of service has gone down and down. We own our flat outright, including the freehold, and yet we rarely ...
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What agent could do to change your mind?
Agent should have been much more responsive. When they keep receiving emails that start with "I am not happy that. . . " they should at least respond.
Attached Filesnbsp;
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“The main problem with Rushbrook is that every 6 months or ......”

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Nov 14,2014
Minithumbdown
By: 'Michela'
Nov 14,2014
4 people found
this helpful
The main problem with Rushbrook is that every 6 months or so they change the person that deal with your property, so every time you have an issue or you need to renew the contract you have to explain everything again, because the new person didn't ...
read full review
What agent could do to change your mind?
They should be more clear on how the contracts are written and if any clause of the Agreement is over ridden by the extension it should be put in evidence and explained.
Attached Filesnbsp;
Comment on agent fees
Every now and then I had to pay fees for renewing the contract but it wasn't at all clear when and why I had to pay. Sometimes for the extension I had to pay, sometimes not. In 4 years I had contracts of 1 year, 6 months and renewal of 6 months. Every time they change their mind on what contract to do, which clauses to apply or cancel, if or not I had to pay and this without really giving me the possibility to decide what to do. Basically it was or you do what we say or you have to go, even though I've always been a very good tenant.
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“We rented our property through Wye Resindetial, who subcontract their ......”

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Nov 13,2014
Minithumbdown
By: 'Alex'
Nov 13,2014
3 people found
this helpful
We rented our property through Wye Resindetial, who subcontract their property managing service to Rushbrooke and Rathbone. Pretty much from day 1, we had to constantly chase Rushbrooke for statements, as the times we didnt chase them, it was up to 2 weeks before statements were prepared ...
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What agent could do to change your mind?
Change the way they deal with their customers. Alter their company policies.
Attached Filesnbsp;
Comment on agent fees
The agent did not deserve their fees as we did their work on their behalf directly with our tenants.
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“I have used Rushbrook & Rathbone to manage my property for ......”

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Apr 03,2014
Minithumbup
By: 'Simon'
Apr 03,2014
2 people found
this helpful
I have used Rushbrook & Rathbone to manage my property for over 10 years now, initially when i was posted overseas for 7 years, and have retained them now we are back in UK as they provide a consistently professional and diligent service with the right balance of ...
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“Very good contact and very helpful. Easy to work with ......”

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Mar 24,2014
Minithumbup
By: 'Svensk'
Mar 24,2014
1 people found
this helpful
Very good contact and very helpful. Easy to work with and understanding. Using electronic media, it was convenient and time-friendly for me....
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By: BlackStar
May 29, 2018
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Are you working for them?! ...

“Rushbrook & Rathbone have been managing 2 of our properties for about 3 ......”

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Mar 15,2014
Minithumbup
By: 'Hemel'
Mar 15,2014
1 people found
this helpful
Rushbrook & Rathbone have been managing 2 of our properties for about 3 years. I find them very helpful and professional. In particular Katie was a huge help when my husband was ill and I could rely on her to use her initiative to make sensible decisions without ...
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“Having dealt with quite a number of estate agents in ......”

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Mar 01,2014
Minithumbup
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Nicola
By: 'Chris'
Mar 01,2014
3 people found
this helpful
Having dealt with quite a number of estate agents in the past (all of them bad) it was a real breath of fresh air to deal with R&R and in particular Nicola, who were a dream to work with throughout. They took what can ...
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“Both Katie and Shannon, have been excellent in acting as ......”

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Feb 25,2014
Minithumbup
By: 'Andre'
Feb 25,2014
1 people found
this helpful
Both Katie and Shannon, have been excellent in acting as an intermediarity between us and our landlord. In all of our dealing, our emails and phone calls to them with questions, requests and complaints regarding our flat have been handled efficiently, professionally and empathically until ...
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“We moved from an unsatisfactory managing agent for a flat ......”

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Feb 06,2014
Minithumbup
By: 'Tim'
Feb 06,2014
2 people found
this helpful
We moved from an unsatisfactory managing agent for a flat that we own to Rushbrook and Rathbone and have been very impressed by their efficiency, thoroughness and forethought. If there's a problem with the property, the team at R & R immediately swing into action, informing ...
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“Harriet was absolutely fantastic in not only responding to all ......”

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Feb 05,2014
Minithumbup
By: 'Mark'
Feb 05,2014
2 people found
this helpful
Harriet was absolutely fantastic in not only responding to all of my many questions, but also by doing so in a timely manner. There are always many issues to cover off when moving into a new property and with Harriets assistance we were able to ...
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“We were let down by another agent and needed a ......”

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Feb 04,2014
Minithumbup
By: 'MH'
Feb 04,2014
2 people found
this helpful
We were let down by another agent and needed a property very quickly. We viewed and accepted the property on the Friday and moved in the following Thursday due to the efficiency of Harriet (who was very helpful and patient). I do think the fees ...
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“We have been using rushbrook & rathbone now for a few ......”

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Jan 24,2014
Minithumbup
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Emma
By: 'Janine'
Jan 24,2014
2 people found
this helpful
We have been using rushbrook & rathbone now for a few years and I feel we have built up a good relationship, especially with Emma & Harriet. They are on the ball and organise all of the paperwork for tenancy renewals, safety certificates, etc well in advance. ...
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“We have been very pleased so far with the service ......”

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Jan 15,2014
Minithumbup
By: 'Mr'
Jan 15,2014
2 people found
this helpful
We have been very pleased so far with the service received from Harriet Altham and Katie Doke at R&R. Communication has been excellent and they have dealt promptly and efficiently with all aspects of the work. Both Harriet and Katie have been very helpful ...
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“R & R are a superb letting/property management company. They ......”

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Dec 11,2013
Minithumbup
By: 'Chepstow'
Dec 11,2013
2 people found
this helpful
R & R are a superb letting/property management company. They are highly efficient, very professional, extremely knowledgeable and they are unusually caring about the tenant. Case in point, my 82 year old Mum recently moved into a rental property and had an issue getting the central ...
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“R&R have provided an excellent and professional service over ......”

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Oct 06,2013
Minithumbup
By: 'JM'
Oct 06,2013
2 people found
this helpful
R&R have provided an excellent and professional service over the years in managing my property; I would definitely recommend to any landlord in North London....
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“Really good, really thorough and happy to take my opinions ......”

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Oct 04,2013
Minithumbup
By: 'RS'
Oct 04,2013
2 people found
this helpful
Really good, really thorough and happy to take my opinions and queries on board. They answered all my emails very quickly, usually within a few hours, and were professional and polite throughout. Would definitely recommend....
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“I have been renting the house for more than 3 years ......”

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Sep 23,2013
Minithumbup
By: 'Vitaly'
Sep 23,2013
2 people found
this helpful
I have been renting the house for more than 3 years by now. So far, so good, we had no issues with the property and the communications with the agent were mostly limited to 3 annual extensions of the tenancy agreement. Those were handled in a polite, ...
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“I have been a tenant for a property that R&......”

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Aug 29,2013
Minithumbup
By: 'B.'
Aug 29,2013
2 people found
this helpful
I have been a tenant for a property that R&R manage for 6 years. In all that time,( and I have dealt with many different individuals over the years ), I have found them to be very good communicators and highly efficient at sorting out the ...
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“Handles all the administration of my property, saving me loads ......”

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Aug 21,2013
Minithumbup
By: ''
Aug 21,2013
2 people found
this helpful
Handles all the administration of my property, saving me loads of time and hassle. Always efficient, and contacts me when a decision needs to be made. Highly recommended....
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“We have been very happy with the service provided by ......”

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Aug 19,2013
Minithumbup
By: 'A'
Aug 19,2013
2 people found
this helpful
We have been very happy with the service provided by Rushbrook and Rathbone over the past six months. As tenants, they have consistently provided us with fast response times to queries, offered helpful advice and solutions, and always displayed utmost professionalism. We would highly recommend ...
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“I have been a tenant in Rushbrook property for 6 years, ......”

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Aug 08,2013
Minithumbup
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Kay
By: 'Christopher'
Aug 08,2013
2 people found
this helpful
I have been a tenant in Rushbrook property for 6 years, They have been friendly, fair, quick to respond throughout. They have passed information between the Landlords and myself without delay. And Kay is our current property contact and is always willing to help....
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“I have only good things to say about this agent ......”

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Aug 06,2013
Minithumbup
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Kay
By: 'Suzanne'
Aug 06,2013
2 people found
this helpful
I have only good things to say about this agent and, having been a tenant in a number of different apartments over the last ten years and having had experience of other, much less helpful agents, I can honestly say that Rushbrook's have been fantastic. ...
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By: BlackStar
May 29, 2018
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Are you working for them? ...

“We have been using Rushbrook and Rathbone for 6 months now ......”

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Aug 06,2013
Minithumbup
By: 'Mrs'
Aug 06,2013
2 people found
this helpful
We have been using Rushbrook and Rathbone for 6 months now and were initially anxious about renting our home. They have been very professional and easy to work with. They have put my mind at rest that the property is being properly managed and looked after ...
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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.

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Last updated at 3:24 PM 07/08/2018 by Claire Ryding

Awards won by Rushbrook & Rathbone Limited, Hitchin SG5 1DJ



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