I was very disappointed in my dealings with JVR in Musselburgh (the branch has since closed), and so were my tenants. At first they were OK - the receptionist knew who I was, knew where my property was, etc, but then it became very impersonal - finance and repairs were centred in Edinburgh, continuity and personal service was lost, and worse still - no-one inspected the property and not only did JVR not know that the flat has its own exclusive bit of garden, they didn\'t even know that the tenants had children, so in fact the flat is too small for them (though legally acceptable for private sector). JVR were slow to respond to tenants\' requests for repairs - in one case, it was 6 months before they told us about a leaky downpipe which caused damage to the bathroom. Meantime, the tenant had contacted us direct and we had taken action. I took the flat from JVR but had to pay a penalty of £300 to them for doing so: I hadn\'t seen that in the small print! I have a catalogue of other tales. In my experience, they did not live up to the claims on their website. Unfortunately, because I couldn\'t quantify their shortcomings in financial terms, and because I hadn\'t evicted the tenants (who are very good), my solicitor advised that I could not file a claim against them. Be warned!
What agent could do to change your mind?
They could have inspected the flat, thereby realising that there were two children - a girl and a boy - in the 2-bedroom flat; they could have responded to the tenants\' requests more promptly; they could have ensured that the tenants knew that they were responsible for the garden; they could have maintained their personally-assigned agent to look after our property so that when I contacted them, someone actually knew who I was and where the property was, i.e. an agent should have a limited portfolio of properties to manage.