“Letting agent didn't do their job & withheld landlord's money!...”

Jul 06,2018
By: 'Janella'
Jul 06,2018
0 people found
this helpful
I had an awful experience with Connect. Unfortunately, the previous tenants in my N13 property left without paying the final months rent, saying that we could keep the deposit. Although I tried to explain that this is not how it works & that the deposit was the rent when they moved in 9 years ago, therefore £250 lower than the current rent, they still refused to pay. There wasn't much I could do as taking them to court would have cost a lot. I was just looking forward to getting rid of them at the end of the month.

Connect, who recommended the tenants, did nothing to resolve this & help me get my deposit money back. They had put the deposit in a Deposit Protection Scheme with DPS. The tenant had the password, but of course ignored all my and the agent's requests to call DPS or give us the password. Connect informed me that I would have to wait for a month after the tenency ended to claim the money back from DPS. After a month, I called Connect, who said they would tell DPS to start the process & I should have the money within two weeks. After two weeks, when the deposit still hadn't gone into my account (and I was now in danger of being overdrawn!) I called Connect again. I was told that Olga was dealing with it but she always seemed to be busy when I called. Over the course of the next two months, I called Connect several times and emailed. They often did not respond to my emails and when I spoke to Christina or Mario at Connect, they reiterated that Olga was dealing with it but was too busy to speak to me. The times Olga did return my emails, she stated that she had contacted DPS and I would have the money within three days.

At one point, i asked Christina for Connect's details with DPS so I could call them and try to get my money back. She didn't give me Connect's details - which I accept - but said that DPS will only need my property details. I called DPS but they informed me that I couldn't access the account without the appropriate usernames, passwords etc. I called Connect again to explain that I couldn't access the account. Christina said that she would pass on my message to Olga.

The situation became increasingly frustrating. Although we got new tenants into the flat (we didn't use Connect!) We were overdrawn and had to pay bank charges because of that, and under a lot of stress. We tried to make Connect realise that although this money may not seem like a lot to them, it was a lot to us.

Eventually, I sought advice through various websites. I called Connect and spoke with Christina. During the conversation, I mentioned that I had been advised that I could take legal action against the agency but obviously I didn't want to do this and hoped they could get the money to us soon.

Olga did finally email back, asking me not to threaten them and that she had called DPS and I would have my money soon. She also said that she was 'doing me a favour'! This actually was her job, not at all a favour to me! Two days later, the money was in my account!

It appears that Connect had not contacted DPS til I threatened to take legal action against them. They kept me hanging on for three months, not returning my money. I waited till I had it to write a complaint. I hope others will not be affected by their poor service and rude behaviour. Please save yourself some stress and heartache, as well as bank charges, and stay away from Connect lettings.
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468 Green Lanes Palmers Green, London
Greater London
N13 5PA

0208 882 8888

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