I have been absolutely appalled with Fineholm and am not surprised to see other reviews on here stating the same.
When I first went to view my property I was in desperate need of a place to stay, and even though it was a bit old fashioned I thought I would be able to make something lovely out of it. The first problem I encountered when viewing the flat was that they were over-charging for the rent for the state the flat was in. My mother told them I would only be taking the property if they dropped the rent, which they did.
Only when I moved in did problems begin. The first came when I went to sit on my 'sofa'... I leant back and there was a nail sticking out of the middle of it! It was also uncomfortable so I lifted the cushions, and there was just planks of wood underneath (??). This meant I had to move this sofa as it was unusable and bring a new one in. The first night I slept in bed I could not sleep at all- bed springs were sticking out everywhere, and it was so unbearable I had to pay £60 for a mattress topper. Also, out of the EIGHT chairs that were present with the table, TWO were not broken (why the others had not been thrown out I have no idea).
This was all superficial, and as they had already reduced the rent I hesitated to contact over such small things, so I didn't. Then, within one month of moving in there was a severe leak in my kitchen ceiling, where I had to turn off my electricity due to dripping onto the oven and electrical sockets. When I phoned them about this they said someone would be out the next day. I told them this was unacceptable due to where the leak was happening, but while making this phone call one of the other tenants had a plumber in straight away. This meant that Fineholm (presumably) did not have to deal with it as someone else had discovered the problem. This has left a horrible brown stain on my ceiling which I complained about and nothing has been done.
In Winter, the close suffered with frozen pipes (not uncommon in a tenement flat). However, I noticed a dripping sound coming from the artificial ceiling in the alcove and the ceiling beginning to bow in. I called for advice on this and got "call back if it sounds like its becoming a stream of water". I took pictures as evidence of the ceiling bowing as I thought this attitude was ridiculous. When I woke in the morning the ceiling had fallen in. There was debris and rubble/dirty water/sodden carpet everywhere. I called the 'emergency number' as it was first thing in the morning with no response. I had to wait until the agency opened. When they did, they sent a plumber out. The plumber said it was back up from frozen pipes and did EXACTLY what we had been told by fineholm NOT to do- pour boiling water onto the outer pipes. This lead to MORE back-up and he flooded our bathroom. When there was no water coming in, he left. Workmen came round the next day (we had to find our OWN accommodation that night as the flat was damp and stank) and ripped up the carpets/took debris away.
A day later they entered my flat WITHOUT PERMISSION to put a dehumidifier in. A couple of days after that they again entered WITHOUT PERMISSION to remove it. NOTHING HAS BEEN DONE SINCE. I still live in a flat with an unusable space I am paying for, and bare floorboards in my bathroom. It has been 8 MONTHS since this happened, with complaints made to 3 different members of staff who said they would 'follow up' on it.
Every time I write to the company to speak to the landlord I get a response from the agency. I have no idea who my landlord is or how much input he has into the running of this property.
Oh, I also never received an inventory. I rang on 3 separate occasions about this as well, being told there was a 'backlog' and they would get one sent out 'asap'. I only received one 8 months after being in the property, when I was in the office talking to them face to face. The inventory was dated 2008. There were tenants in the property in 2009 and 2010 so I am worried that we are going to be charged if things are missing that previous tenants have lost/taken. Also, when I dealt with the woman I was speaking to in the office, she told me the complaints I had 'were not her department', and when I asked to speak to someone whose department it was she said 'the person who deals with your flat is on holiday'. I told her this was not good enough, so she got someone else from the department, who took a note of my complaints.... never heard another thing from either of these women, whose last words to me- by the way- were "boy am I glad to see the back of you". She said it jokingly but I was astounded by the lack of professionalism on her part.
The latest thing that has happened here are the complaints we have had from a downstairs neighbour concerning our dog. WE DO NOT OWN A DOG. The company were quick enough to contact us about this though, and did not even investigate this guy's LIES, even though he has been abusive and threatening toward me and my partner, and does not even live in the flat directly below us.
All in all they have been completely incompetent, rude, unprofessional and I will NEVER, EVER rent with them again.
What agent could do to change your mind?
Absolutely awful. I wanted more contact with the landlord and not the agency, I wanted them to deal with my complaints and not make ME feel like I was wasting THEIR time, I wanted professionalism and all in all a recognition that THIS IS THEIR JOB when clearly they can't be arsed to do it properly.