100% lettings valuation accuracy
99% lettings fee satisfaction
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Sep 02,2012
Sep 02,2012
9
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I live abroad and havent let before so I asked Peter Alan if they could see to everything for me which they agreed to do but right from the start it has been a catastrophe. I will try to keep this short but it will be difficult. Two possible tenants fell through but, despite emailed requests, I didnt know until weeks after and in the first case didnt hear anything at all. Finally in March - six months later, when I had already decided not to let it as I wanted to spend some weeks there during the summer - they let it WITHOUT CHECKING WITH ME FIRST. They signed contracts and then told me afterwards. I received £160 deposit but wasnt told the length of the tenancy or who the tenants were. When May came and I had received no more money I started emailing but heard nothing. Then I phoned twice and got nowhere "We will look into it." I heard nothing for some weeks. In mid-June I was back in the uk and went in to the branch. Each time someone else was there. Each time they phoned the 'arrears office' (which is in Cardiff nearly 30 miles away) and were very short with the person on the other end who promised a home visit would be carried out to find out why no money had been received. They also promised to forward insurance documents so I could claim the money owing (now well over 1000 pounds). I finally found out the name of the tenants and was told that, after three months, the housing benefit (so these tenants were DSS - I hadnt been told that either) would be sent straight to me anyway. So I went on my way on holiday. When I came back in August nothing had happened. I was due to go back abroad so I knew I had to get things sorted somehow. I phoned the arrears office and got through to an extremely rude woman who first blamed the tenant, then she blamed the housing benefit people, and then she blamed me saying that it was MY job to phone the council and sort out the problem. I was aghast. Noone said it was MY job to do that: that was why I had employed an agent! Anyway, I phoned the council. Oh yes, they said, we paid Peter Alan £1200 on 20 th July (some weeks previously.) While Peter Alan had been sending me the letters saying that they were phoning, writing and SMSing the poor tenant money had come into their account without forwarding it on to me! I was livid and phoned again. and told them what I had discovered. Her response: "well you cant expect us to keep track of every penny that comes in." And she roundly blamed the council again for not scheduling it properly although she had no facts to go on. She also blamed the tenant for not filling in the forms properly. I finally got through to someone in the head office and they were slightly more apologetic though still extremely defensive. The money came into my account a few days later. That isnt the end of the saga though because after that first payment (with £200 fees deducted of course) no more came through despite the fact that the council had said they would shortly be sending what was still owed. I had more of the letters from Peter Alan saying they were texting and writing to the tenant and how much was still owed. I phoned the council again on friday 31st August to find out that another 313 pounds had been sent to Peter Alan on 17th August. This money had not appeared in my bank even two weeks later. I phoned the head office again but got through to a new person who was slightly less defensive and more apologetic than anyone I had so far spoken to. He promised to speak to the head of department. After this I had an email saying that the money was going into my account. . . . I have decided to make a formal complaint to the ombudsman and am wondering whether to get in touch with the BBC over this. This company needs a good kick up the pants.
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Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Lettings | 100% | 99% | £350 | £700 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 1 | 0 | 2 | 0 | 1 | 1 | 2 | 0 | 4 | 0 |
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Mar 12,2024
Mar 12,2024
0
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5 STAR REVIEW!! I just rented a property with this branch and everything went through perfectly , Caitlyn and Abbie were absolutely fantastic and I couldn't recommend enough honestly , they both showed great team work and were awesome , everyone else in the office was so polite and ...
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Nov 24,2023
Nov 24,2023
0
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Leonie Gee was absolutely amazing very approachable
Step step-by-step guided me made my mortgage where is swift and stressfree. I could call her as many times as I like in a day and she would answer my call. Emails were prompt can’t ask for ...
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Jan 14,2022
Jan 14,2022
0
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Hassle from the start. Took them over a week to get it on line despite promising to be on that day. Nearly a month to get pictures with it and that was after phoning numerous times. No for sale sign etc. Problem after problem but ...
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Dec 18,2019
Dec 18,2019
1
people found
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Recently bought a property from the Pontypridd branch and the customer service i recieved was second to none.
Mark Wilton their financial adviser helped me no end with finding the best mortgage deal for me, providing me with all relevant information to help me decide.
...
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May 24,2019
May 24,2019
0
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Excellent service from Mark Wilton, Mortages advisor. He kept me updated regularly so I was always aware of what was happening and only a phone call away if any queries. Highly recommend...
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Apr 25,2019
Apr 25,2019
0
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Great friendly service from first contact with the office. Jamie provided accurate valuations and honest market information
Sale agreed on both properties within 1st week of marketing - great service...
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Comment on agent fees
Agreed a fair rate for the work involved marketing both properties
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Apr 09,2019
Apr 09,2019
0
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Excellent service from Mark, he kept us updated with all developments and we didn't have to chase him for any updates, he got the work done for us and was very efficient. Would highly recommend him....
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Mar 30,2019
Mar 30,2019
0
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Brilliant service by Mark, he helped negotiate a purchase price for us and got us a mortgage offer with in three weeks. He kept us up to date with all developments, we felt confident in the information he provided. Would definitely recommend him - thanks ...
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Jan 03,2019
Jan 03,2019
0
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Very friendly staff. I first met Rhys Minty when I viewed the property and he was brilliant from start to finish, he kept me very well informed about every stage of me renting the property. We spoke on a very regular basis and constantly reassured ...
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Comment on agent fees
The fees were reasonable
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Sep 08,2018
Sep 08,2018
1
people found
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As a first time buyer and someone who knew nothing regarding mortgages, Mark was very patient and profesional. He explained everything so well, from our first point of contact and all the way through.
He made the whole process seem easy and not as scary ...
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Comment on agent fees
The fees seem fair, prices are compatible.
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Sep 05,2018
Sep 05,2018
1
people found
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Excellent and professional service from Mark Wilton. He arranged a mortgage for us and he was very informative and kept us up to date by phone/email on a regular basis. The whole process was very efficient and whilst we were expecting buying a home ...
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Comment on agent fees
Compatible with other agents
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No fees information available
Kindly note that legally, letting agents need to publish information about their tenancy fees, government-approved redress schemes and client money protection schemes on their website and on third party websites (on which agents are listed). For properties to lease/rent in England, agents need to keep this information up to date and precise on allAgents or specify within the property description.
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