Sep 03,2011
By: 'J.C.'
Sep 03,2011
3 people found
this helpful
Everything went wrong from Day 1. They gave us two days notice instead of the legally binding 21 days to pay over £2000 worth in admin fees, reference checks, deposits etc. They stated that if we did not pay this within two days we were not able to move into the property. They sent one of the tenants in the house an eviction letter stating she hadn't paid her rent in time, however they then realised they had sent this out by mistake after contacting our landlord. They also failed to give us the correct details to pay the landlord the monthly rent, which resulted some of our money being lost and not being able to be recovered. This annoyed both the tenants and the landlord. The estate agent was incredibly rude and unprofessional the entire time. This included Francis Howe going on holiday making us unable to get any information on the property and what we needed to do prior to moving in, after taking our initial payment. He failed to tell us about move in date, keys, furniture and even the tenancy, which he made sign 1 hour before we moved in. They have failed to respond to email communications and phone communications always stating that they were "out of office" and that "no one was available to help." However, they were clearly arranging viewings on the house, which shows they were definately in office. When we rang up to enquire about how the deposit was to be returned, we spoke to a woman who was rude and intimidating, and refused to answer our questions as she said it was "not her problem". Everyone we have ever dealt with through Hanover Shine has been rude, unhelpful, and have never made an effort to appear in our best interests. Makes us wonder why we paid so much in admin fees and they don't do anything! We even checked with other estate agents and no one else charges this much! NEVER RENT WITH HANOVER SHINE!
What agent could do to change your mind?
Everything. We our currently investigating taking legal action against Hanover Shine for numerous reasons.
Attached Files
Was this helpful? Yes
By: Robert Shine
Sep 16, 2011
Apologies J.C. As we are not sure of your identity and the specific circumstances of your complaint, we may have you confused with another tenant. Many of the details in your initial complaint do not make sense. We always confirm in writing, usually electronically, either at point of offer agreed, or immediately after an initial deposit has been received and would be extremely surprised if this was not so in your case. From the wording you have used, it would seem that you have taken a non-managed property. This being the case, we are not responsible to collect rent from you and would only write to you about non-payment of rent upon your landlord's specific instructions. If you would like to contact me using the "normal" channels to discuss the matter further, I would be happy to do so.
By: J.C.
Sep 07, 2011
I have no idea what you are on about in your second paragraph. In fact, no letter was sent immediately after the offer was agreed, it was only sent once we realised it hadn't been sent and this was sent along with the monies that were demanded 2 days prior to signing the agreement. Failure was clearly on Hanover Shines hands. Since they showed they could not prove this and as there is substantial evidence showing it was only sent by email a few days prior to the tenancy commencing, legal action will be taken against Hanover Shine, as advised by the Citizen's Advice Bureau.
By: Hanover Shine
Sep 07, 2011
Firstly, a letter is sent to every tenant immediately after an offer is agreed or a deposit is taken stating the full process from then onwards, including but not limited to when a tenant will be expected to sign the tenancy agreement and pay the balance of monies. Hanover Shine always strive to act transparently when dealing with both landlords and tenants. However, we would make it clear that we act for the landlord and are obliged to take the landlords instructions, especially when dealing with a non-managed tenancy.

We believe this tenant rents a property that is not managed by Hanover Shine and we have no authority to deal with the tenant during their tenancy, as all communication should be made direct with their landlord. The Tenant is unhappy because their Landlord will not renew their tenancy due to "complications" during the current term. The tenant was advised of this, but was continuing to send emails to Hanover Shine, which were being forwarded to the landlord for action. The landlord has now confirmed the situation to the tenant and has instructed Hanover Shine that he does not want to renew the current tenancy and to find a new tenant.

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Hanover Shine Ltd

13 Northolt Road Harrow

020 8422 3321

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