“This is the first time I have ever done this, ......”
1 Star Review
Aug 13,2009
By:
'Steve'
Aug 13,2009
Services: Lettings (as a Landlord)
Would you recommend?: No
Postcode:
Lettings (as a Landlord)
Postcode:
4
people found
this helpful
This is the first time I have ever done this, but the service I received was so bad I felt compelled to write a review .
For the first time last year, I became a landlord with a flat, that I originally lived in, becoming too small for my growing family. Due to the poor state of the market, it made to sense (at the time) to rent the place out instead of suffering a loss when trying to sell it.
As I was a novice I decided to use a supposed reputable estate agent. After speaking to a couple of estate agents I decided to use KFH, even though they were expensive, because I felt I could trust them. I could not have been more wrong!
The issue essentially centres around the fact that you can pay extra (stupidly, I did) for them providing a rent collection service. The theory is that they will monitor if a tenant pays on time and if not, they will chase them. In my case, over a period of 1 year, they did NOT monitor this at all.
Every single time the rent was due, it was never paid on time. I never once received an adequate explanation from KFH. Each time after waiting for 1-2 weeks, I would have to chase KFH for payment.Each time I called they had no idea that rent had not been paid i.e. they were not doing their job/monitoring the situation!
After reaching the end of "my tether", and after a few quite frustrating calls, I expressed my desire to make a complaint. They sent me their complaints procedure and I decided to formally make a complaint.
Now, at this stage, a reputable agent would generally, after reaching the first stage of complaint, apologise profusely and offer their apologies etc.
Not KFH! After writing to the Area manager and their Residential lettings director (as per their complaints procedure), I am still awaiting a reply after approx 6 weeks. The discourtesy shown, by not even replying to my letters, is an outrage in itself! The next step is to write to the ARLA.
In summary KFH are happy to claim to offer a fantastic service and take your hard earned money, at the start of the process, but as soon as anything goes wrong they do not want to know (even though one is paying them to effectively carry out their contracted duty!)
Do not use KFH if you want to use a reputable agent!
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