Appealing Properties were responsible for our worst ever rental experience and a year of shear hell. The property was riddled with faults however Damian Marsden's woeful attempts to coordinate numerous contractors resulted in us having 49 days of disruption over an 18 month period. We have two small children and the stress his mismanagement caused was unimaginable.
Damian Marsden managed to get through 6 plumbing companies and all of which were attempting to fix the same set of problems. At one point we had to move out of the property to have a new central heating system put in, and based on this major work we trusted that the job would have been done properly and signed up for another 12 months. However we found that the installation was so bad that the Gas Safety Register people had to come in and largely condemn it. They also found that Damian had appointed a plumber whose Corgi registration had lapsed. Had we known that Damian had appointed cowboys then we would never have resigned the lease.
Any attempt to raise concerns about the quality of contractors and their subsequent disruption to our quiet enjoyment fell on deaf ears. Damian always insisted that if we didn't want to be disturbed by contractor visits, then he would come and coordinate them in person ¢â‚¬â€œ presumably he thought that this would negate the disruption. His lack of understanding of the impact of having third parties in our home (be them agents or contractors) was astonishing.
Appealing Properties complaints procedure consisted of one short sentence. He ignored any letters sent to him and recorded delivery letter's bounced back unopened. Our solicitor only received a response when he contacted him via his accountant.
As we were leaving the property, Damian insisted that he wanted financial continuity and even after everything we had been through, he booked 12 viewings for new tenants, all of which required the house preparing. I cannot put into words how stressful that was, especially having a 1 and 3 year old in the house.
On leaving the property Damian attempted to keep our deposit for damage which he categorically knew wasn't our responsibility. Thankfully the DPS rejected his claim and we received our deposit back in full. We learned that shortly after our departure from the property, the landlord stopped using Appealing Properties in favor of a larger agency.
We then lodged a complaint with the The Property Ombudsman submitting 5 pages of catalogued disruption, photographs and correspondence (including a scan of the returned recorded delivery letter). Unfortunately they found 100% in favor of Appealing Properties. The fact he was a one man band excused him from having to open his post or have a proper complaints procedure. I am referring the poor service from TPO to the Office of Fair Trading.
I will be publishing all the documentation (disruption log, photos, emails, TPO correspondence etc) online shortly. Everything written here is true, correct and can be substantiated. If anyone wants to contact me regarding Appealing Properties or their experience with The Property Ombudsman they can contact me at Rob@Cash4Vehicles.co.uk.
Can I finish by saying that I am SO pleased that AllAgents.co.uk has been set up ¢â‚¬â€œ at last we have a platform to tell the world what we went through. Thank you AllAgents.co.uk.
What agent could do to change your mind?
Damian Marsden needed to do the following.
1. Open his post, including collecting recorded delivery items from the post office.
2. Write a proper and comprehensive complaints procedure
3. Stop advertising properties on his website that he doesn\'t rent out anymore (38 Yarburgh Way is still advertising on his website as being let (at time of writing - I\'ve printed it off as evidence) when it is currently empty and the owner has got it up for sale - see page 45 on his website)
4. Gain some understanding on how having contractors in someones home is not just a commercial activity, it has a real impact on the people living there.