BNS do not ensure that their clients are fit to be landlords. After finding a house we were happy with, we agreed that it would be given on a part-furnished basis. On the day of move-in, we were presented with a vast array of personal effects which had not been removed, including overflowing bins full of rubbish, personal photographs, paperwork, a pile of laundry and 2 broken lamps. The house was filthy, the carpets thick with at least an inch of dust, dirty tissues, underwear and empty plastic bottles under the bed - in short, the house was left in a state we wouldn't be allowed to leave it in on check-out. On top of this, the drains outside blocked and overflowed twice due to whatever the homeowner had allowed to go down the drain and toilet (including sanitary goods), and to cap it all off, recently we had someone randomly let themselves into the house as they had a key from doing prior jobs for the homeowner and 'wanted to see if the key still worked or if anyone was living here'. The inventory was highly inaccurate on several points, a smoke alarm had a dead battery and there is an unacceptable amount of mould growth in the kitchen cupboards, which has caused us an array of chest and breathing problems.
Despite having to do a professional level of deep-cleaning MYSELF over 48 hours before being able to actually unpack and settle into our new home, and the various periods of stress experienced, at no point have we been offered any sort of goodwill gesture or any real acknowledgement or apology for the fact they have really let us down. This is a company which seriously needs to review its processes. Essentially, everything they cite on the 'tenants vacating check list' should also apply to the homeowner when they offer the property up for rent. The whole process has been a disappointment. I will never consider using BNS again and would recommend anyone go elsewhere. They simply do not care about anything other than getting the money in. I'm just glad this was a 6-month tenancy, we cannot wait to leave.
What agent could do to change your mind?
If they had offered us a month rent-free, or at least a discount, I could have considered forgiving them, but all they care about is the money, customer satisfaction is neglected.