“Horrible experience...”

Aug 29,2018
By: 'Smaranda'
Aug 29,2018
1 people found
this helpful
Where do I even begin? This is, without a doubt, the WORST letting agency you will ever find in Cardiff! Trust me, I have been forced to work with many agencies along the years, but I have never found one that is worse than Keylet. Do yourselves a favour and stay away, people!!

First of all, the property we got through them began to fall apart as soon as we moved in. Of course, their inventory stated that everything was brand new and in perfect condition. Except everything was not perfect. Lucky we paid attention and thoroughly updated the inventory to reflect the actual state of things. Otherwise, they would have had us pay for things we didn't break out of our deposit. (Always be careful with that!!)

Everything, and I do mean everything, in that house broke down throughout the year: washing machine, oven, toilet, boiler, sink, bathtub, extraction hood, doors. Everything. Keylet has a portal where tenants report these faults. How useful, right? Maybe for some it is, but in our case, whenever we reported something it just got ignored unless we put further pressure on them over the phone.

The toilet in our property was faulty from day one. We told them about this. We said we're no plumbers, but we suspect it had been poorly installed into the wall. They ignored us. Soon enough, it completely broke down. They sent someone who provided a temporary fix. A week later it was broken again. Same temporary fix. Again. Week by week our toilet kept breaking, for nearly 5 months!!! One time, we were left without a functioning toilet for 5 days. Needless to say, a house without proper sanitary installations is uninhabitable. But Keylet do no care about their tenants' basic needs!

We kept pressuring them to provide a permanent fix to this recurring problem, but to no avail. We were forced to file a complaint with the Council and threaten to withhold rent. Only then did they finally send someone who fixed it for good. It only took 2 hours. We waited 5 months for something that could be fixed in 2 hours. The plumber's verdict was that the wc hadn't been installed correctly. Which was exactly what we said when we first moved in. In the end, we let them get away with this whole situation. We were so happy our ordeal was over, it didn't matter anymore.

Except everything else kept breaking down. Communication with them was nearly impossible. I have written them countless emails that are still awaiting a reply today. They have absolutely no problem ignoring their customers.

Today it's been over a month since we left that godforsaken house. The tenancy agreement states that the agency would have to return our deposit within 10 days. Still no trace of it. We have made contact many times to enquire about our bond, but everytime they just pretend they don't know what is going on and they continue to simply throw the blame from one department to the other.

Not long ago, I called to ask for an explanation for the delay. I was yelled at and hung up on by one of their employees, who kept saying they were gonna let us know (they never do). I admit, I lost my cool as well, but after all the drama they put us through this year, I believe I am entitled to.

This review is, more than anything, an opportunity to vent. Even so, I do hope it will make you think twice before requesting the services of this horrible letting agency!


If anyone at Keylet does read this, you really need to learn to respect your clients/ tenants! You need to learn that, just because we're students, it doesn't mean we don't deserve respect. It doesn't mean that we should not have the same living standars as any other decent human being. You are very quick in charging people your agency fee. Please prove you can be just as quick in returning people the money they are entitled to.

With burning hatred,

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1a Mundy Place Cathays, Cardiff
Cardiff County
CF24 4BZ


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