“Disgraceful conduct...”

Aug 02,2018
By: 'Briz Fit'
Aug 02,2018
3 people found
this helpful
As indicated by the other reviews, a very poor letting agent to deal with compared to regular residential letting agents.

Keylet seem to think that because their tenants are students, they can apply excessive deductions from deposits and get away with it. Following an end-of-tenancy inspection at which I was told the property was spotless relative to the properties the inspector had been viewing that week, Keylet attempted to reduce the deposit by over 50% representing utilities that were included in the rent as well as charging us for damage clearly noted on the inventory at the start of the tenancy. They also try to argue that poor condition descriptions of walls does not mean they are marked in any way and then try to pass on the costs of a repaint to the tenant.

Many of Keylet's student properties set students up for a large bill at the end of the tenancy by providing inadequately ventilated properties that accumulate mould, such as windowless bathrooms with no working ventilation. Please be mindful when being shown around your cheap flat that your deposit will inevitably be reduced despite your best cleaning efforts.

Keylet assure you that all deductions are backed up with evidence and invoices, but refuse to provide this when requested. The property in question is now re-let and the works have not been carried out (otherwise we would have invoices, not 'estimates' of the costs of works which are grossly inflated).

They also operate with incredibly slow turnaround times, giving estimates of 10 working days to respond to disputes and then failing to meet these. Excuses are provided for the actual 14 working day response times as 'we have just had so many disputes come in we need more time' are more indicative of how other tenants have been treated than evocative of sympathy for this company.

Perhaps the most egregious policy of Keylets in relation to deposit disputes (although not affecting me, as I responded immediately) is that they deem your acceptance of deductions if you do not reply within 7 calendar days. Then, they don't reply to you within 14 working days. This concerns me for any students who are away, do not feel they can challenge Keylet or need the deposit back so desperately they do not have the time to waste months in corresponding with Keylet.

Written complaints and expressions of disatisfaction with the service are either ignored or met with brash, unhelpful responses. Staff will not communicate or negotiate with you over email or over the phone and insist on the above slow letter-only procedure being used. Staff appear to issue standard advice that 'oh this is just a standard charge' but fail to appreciate that just because it is Keylet policy to charge for certain things, does not mean they are objectively permissible.

It seems from other reviews here that they are trying to mislead tenants by saying that they cannot do anything about deposit disputes because everything is done by a third party. This is not true, they respond to disputes directly from their Cathays office, a 'government body' does not. The TDS certainly does not get involved unless a dispute is raised either, which I would recommend you do rather than try to negotiate with Keylet.

During the tenancy itself, Keylet are slow to respond to issues with the property (of which there are many during the year) and are unsympathetic with urgent maintenance matters.

My battle is still ongoing with no apology from Keylet for the extreme delays in dealing with the matter, inclusion of deductions that were immediately removed when queried, reneging on the assurance from our check-out inspection that the property was in great condition and their general lack of willingness to discuss the matter. It seems Keylet are happy to hide behind letter-only correspondence as this enables them to remain firm on their deductions and make no effort to compromise. I look forward to involving the Tenancy Deposit Scheme for adjudication.
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1a Mundy Place Cathays, Cardiff
Cardiff County
CF24 4BZ


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