Our tenancy began quite well, our contact Dorian was pleasant to deal with and soothed our fears of apparent minor issues with the flat. Promises were made that the mild mould markings on the walls would be rectified and that the rotting windowpane replaced. This translated as the walls being repainted to mask an issue of a slow leak. Various occasions of poor organisation of works / access issues to fix the leak followed spanning the 2 year period the mould is now cultivating floor to ceiling and under the vinyl floor. The windows were measured and no action was taken, this was chased and measured for a second time. The replacement never materialised. All the above instances required our spare time to organise and provide access to the flat. It appears a similar story from the other tenants who have grown exasperated with never getting a resolution.
When we decided to end our agreement, the viewing process of the flat was conducted without any form of consideration to us with minimal work on their part. We were bombarded at work with various calls to arrange evening viewings some on consecutive days throughout the weeks rather than organising a less invasive group viewing, this impacted the times I needed to leave my office. When finally one of their representatives (Darren) decided to actually conduct a viewing themselves they had reached the flat and realised they had been a mix up with the keys and yet again was disturbed at work with a request for me to get a copy of my keys cut for them that day, and cost would be reimbursed. To be cooperative I agreed but after over a month of constant chasing, ended up having to get the cost removed off our final payment as Darren was to apathetic to arrange it. Clearly he must believe this level of service is acceptable . This we felt, didn't bode well for the return of our deposit and true to Pearl & Coutts residential style there was a delay on this too, after Dorian had confirmed that everything was fine with the inspection of the flat and we would have it in 10 days. We had to demand to retrieve the cheque in person, which they left at the reception desk probably to void further confrontation. In summary you may get a polite voice at the end of the phone from this company but this counteracted with an unwavering commitment to inefficiency and incompetence. Well suited to those who don't mind entertaining their whims.