“Can I give no stars?...”

Aug 30,2018
By: 'Dissapointed Customer'
Aug 30,2018
1 people found
this helpful
A friend and I rented a property from Move in October 2017. The process was fairly smooth in the beginning, but everything went downhill throughout the tenancy.

The property was advertised as having 'parking available', but it turned out you needed to request a permit from the landlord. Neither myself or my flat mate were told this, so we were both fined £60 for parking without a permit. We were not reimbursed.

Nothing in our property was PAT tested, with the exception of the immersion heater which had a PAT test that expired in 2015. We had issues with some electrical appliances in the property, the first time we reported this it was fixed, however, the second time that we reported an issue (regarding the heating), this was not fixed and never was for the remainder of the time we stayed at the property (a couple of months). According to Move, they aim to fix a problem with the heating within 3 working days, maybe they meant 3 working months…

We had an assured short hold tenancy with an expiration date of 26th April 2018. When I told Move that we did not wish to stay at the property on 10th April, they stated that our leaving date would be 10th May, it seemed that they were unaware that we had an expiration date on our agreement, with no clause anywhere that states that we needed to give any kind of notice. When I asked Move to show me the part of the agreement that stated giving a notice, they emailed back to tell me that we could move out on the 26th as per our agreement. Move did not ever contact us to check if we wanted to stay at all.

When we left, we did not have a check out with Move (and actually never had a check in with us present/signed the check in agreement). I sent several emails about the check out and the only response I got was that we were 'waiting on confirmation from the landlord'. Not really sure what they were confirming.

After over a month, I made a claim through the Deposit Protection Service (which is a very useful service) and Move responded in less than 2 hours, stating that they needed £570 out of the £870 deposit for 'cleaning and redecorating'. I responded to the claim asking for more information and I never heard back. I then started a dispute after 2 weeks, where we could both submit evidence to support our cases.

Luckily, I went through the check in report and replicated EVERY photo Move took when we moved in when I left, to show that very little had changed. I used this as my main evidence and out of the £570 that Move requested, they got awarded £40 (yes, forty) to pay a cleaner for 2 hours as there were couple of things that I had missed. The adjudicator could not see any reason to allow Move money for redecorating. According to the report, Move tried to change their claim after I started the dispute, they could have only changed their claim to a lower amount, so maybe they realised that they had made a mistake trying to claim too much money in the hope that we wouldn't question it. My flat mate and I were only 20 & 19 at the time, so maybe they thought we wouldn't be so proactive in trying to get the money back, or maybe incapable of taking it to any kind of dispute.

For whatever reason they wanted to much, it didn't pay off and now they have just enough to go on a shopping spree in 99p stores and maybe have a bit leftover for the bus home. I'm now £530 richer (but not really because it was my money to start with) and very happy, even if it did take 4 months.
Was this helpful? Yes
By: Jack
Mar 30, 2019
They tried taking £935 off my £945 for cleaning and redecorating when I could have probably filled in the damaged archatrive (because of the old heavy door having to be slammed shut) for £20. Absolute Con. As I’m only 22, taking £935 is disgusting. Since they have minimised it down to £605 off my deposit. Absolute joke.
By: Sajjad Raja
Oct 02, 2018

I am going through the same thing now and totally agree with this. They have taken 400 pounds from my 845 deposit citing light cleaning and redecoration! I emailed them yesterday and have received no response. I will be going in personally or calling if no one responds which is horrible as you are just trying to get some clarity. I will also be taking this case to the dispute authority if no resolution has reached. As we had to face alot of problems in the property and left it in good condition as it wasnt in pristine condition when we received it originally.
By: Ben Sawers
Sep 21, 2018
Hi Harry,

Thank you for your comments, regarding maintenance issues these were dealt with in priority order and our electrician attended several times in quick succession to resolve any issues. The property did also come with parking but, as discussed, is for the tenant to arrange. One month's notice is the required notice period however your Landlord was able to be flexible for you to move out sooner as requested.

Unfortunately the property was not returned in the best of conditions particularly considering there was a discounted rent for you to allow you to decorate the property how you wished. Quite extensive internal work was required. The delay in the money coming back to you was due to the dispute process. I'm sorry for the delays experienced here but these were outside of the control of Move and your Landlord.

We hope you are settled in your new home.

Kind Regards,


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