Nov 01,2017
By: 'Mijt'
Nov 01,2017
3 people found
this helpful
We were extremely pleased with Ellis when we moved into our Tonbridge property, due to the polite nature of the staff and their eagerness for us to get comfortable in our new home.

However, when we later needed to request permission to break the contract (due to getting work in a distant city), we found there were few things more difficult.

First of all we were asked to pay additional cash to "put the house back on the market", which we did. The deal for us was that we could move out when new tenants were found. We raised our eyebrows when they, obviously with nothing to lose other than having unhappy tenants, raised the rent for prospective tenants by 10% more than what we were paying.

After initially allowing us to break the contract, we were then thrust into a situation where we were told that we would need to vacate the property within a week or, subsequently, the offer to break the contract would be retracted.

By this time, we had already put down a deposit on a new home that we were staying at for small periods. This new situation had us staring down the barrel of an additional three months rent that we certainly couldn't afford on top of our new house.

While we were happy a new tenant was found, we were told dates to arrange moving our furniture, beds and other goods a solid 200 miles within seven days. This was simply impossible.

After I told them it was not possible to move in such a short space of time, the agents sent an email to my partner (conveniently leaving me out) instead asking her to confirm that this date was ok.

Between the stress of moving, the stress of these deadlines (and a bizarre episode where I was accused of being a drug dealer) we were now being played against each other.

I can only assume that the agents considered our "new jobs" as cover stories and assumed instead that we'd broken up. Perhaps a clever way of getting a required confirmation but, in my eyes, a very shady practice.

Would not recommend. I've had many below average interactions with lettings agents - but I've never known a firm to blackmail, lie and be callously cold to two young people trying to make their way in the world.
Was this helpful? Yes
By: Tom Parry
Nov 06, 2017
Dear Mijt,
As the business owner I am disappointed to see your review as I feel that we went above and beyond to assist you with your request to terminate your tenancy early.
We agreed with the landlord and yourselves that you could be released early subject to suitable replacement tenants being found. This agreement was mutual and on the basis that you as the outgoing tenants covered the up-front costs involved in finding a replacement tenant as it is unfair to expect the landlord to be financially out of pocket as a result of a tenant breaking their contract - which is standard industry practice.
No cash was paid up front to put the property on the market, and no costs were recovered until after a new tenant had moved into the property. As is normal in these circumstances, the property was advertised at the market rent.
A new tenant was lined up and then we were advised by yourselves that we hadn't given you enough time to move out. To resolve this we had to find that tenant an alternative property plus find another tenant who could move in at a more convenient time for you, which we managed to do, saving you over £1000.
We as an agent pride ourselves in excellent customer service to both landlords and tenants and due to the fast moving nature of the rental market, it is not always possible to give large amounts of notice in these situations.
Please call the office should you wish to discuss anything further with me.
Kind regards

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Ellis & Co

93 High Street Tonbridge

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