Dealing with Frost & Co was a terribly stressful, infuriating and insulting experience.
It's a long story, but the gist of it is this: Me and my girlfriend decided to move into together. We are both students, she's in her masters and I'm in my third year. We found an amazing two floor, one bedroom flat right next to town centre for £650. The only problem was a significant amount of mould that was covering the whole wall overlooking the shower. Large, grey patches. I went up very close and saw it in detail. The letting agent, Dorian, assured us that they would have that problem sorted out before we move in.
We went ahead and decided to put the £300 down to secure our place but my girlfriend insisted that we make sure they properly deal with the mould before we move in, because after researching on the internet, it was not good news. Growth of that size and age is nearly permanent thing and had obviously been neglected by tenants and landlord because no one wanted to pay for it. It would have to be professionally dealt with by a mould removal expert.
I called Dorian 4 times over the period of 2 months to see if they had made any progress. Every time they told me that they would get into contact with the landlord asap but they said he hadn't called them back. First danger sign! So according to them, the landlord completely ignores all the calls from the estate agent dealing with their property? Yeah right. This went on for 2 months until it came near to our move in date and I started to get really frustrated. I asked Dorian to call me back by next even if nothing has happened, he agreed, but never called me. He also took his hands off the problem by saying "I'm not in charge of the maintenance, Abigail is". He tells me this now!?
I sent them an email, hoping it would get to the manager of the branch saying that if this mould issue is not sorted out by the time we move in, we don't want the place. That's what I said right from the beginning.
I then got an email back from Abigail who thought we were idiots and tried to worm her way around us. She assured us that the problem was all fixed and that when she went to do a final check of the property, there was no sight of mould. I asked her if it was professionally removed. No reply. I called her and it was like talking to a 5 year old. I eventually got from her, that the landlord made the previous tenants scrub the mould off the wall with anti-mould spray and that the wall had been painted over. I was in shock. You NEVER scrub mould of that size and that age off the wall. The airborne spores are extremely dangerous and those two tenants must have breathed a whole lot of it in! Secondly, they painted over the wall so any sign or evidence of the mould is near impossible to detect.
A few things are morally wrong about this: It is the landlord's legal responsibility to deal with mould. That mean's paying a professional to remove it. But of course, they don't want to. So he put the health of the tenants at risk and saved some money for himself. Secondly, Frost & Co don't know a thing about mould and Abigail is the maintenance department! At one point in our little argument, she justified their actions by reading from a pamphlet from the council which gave directions on how to deal with mould: "spray and scrub area with anti-mould spray"- yes for a small, area of recent origin! Not a whole wall that has been growing mould for years!
After that call me and my girlfriend went to their office, and told them that we know longer want the property and we want our £300 back. Dorian kept calling it "condensation" without realising what an idiot he sounded like. He said he's not sure if it's refundable (of course not). In the end, we lost £300 for nothing.
Despite the mould issue, Frost & Co were also necessarily complicated with their paperwork. We went to Homes and Steeple a few months later for our new flat and they were fantastic. Straight forward, normal people and the paperwork was justified and uncomplicated.
We lost a lot of money in a thoroughly depressing experience. Please AVOID LIKE THE PLAGUE. Avoid Dorian at all costs as well. You'll know what I mean if you ever meet him!