Following cessation of our tenancy of a property in Clare Gardens Hitchin one month ago, we have yet to receive our deposit back from Country Properties due purely to their quite appalling lack of communication! Having settled terms amicably with the landlord within a week of vacating, following a conversation with one of CP's Hitchin staff, I emailed CP to confirm said terms, stating quite clearly that both my husband and I were confirming these terms in my email and to contact me (email and phone number supplied) in the event of any problems. My email also supplied our bank details for return of our deposit. We heard not a peep, and received not a penny. This morning an email came through to both of us saying that my husband had not yet confirmed deposit-returning terms and therefore they would not be returning the deposit until he had done so, and btw should the "cheque" be made payable to either or both of us. Clearly we had not followed a certain protocol, but 1) we were unaware of it and they did not make us aware of it following my pre-email phone conversation with them, 2) my email clearly stated it was from both of us so it was obvious no email from my husband would be forthcoming, 3) my email was sent weeks ago and they are only now responding, and 4) they totally failed to acknowledge our request to pay the money straight into our joint account. To add insult to injury their email this morning had the wrong property number in Clare Gardens. Dim and inefficient are the words that spring to mind. Furthermore, when we rented the property in the first instance they potrayed it as being in a gated development (it is not) and having access to a shared garden (it does not). We noticed their details for the next tennant were similarly misleading...
What agent could do to change your mind?
Now in a position to be Landlords or tennants, we would not use CP were we either! Simple efficient communication is all that would have been required on their part.