Oct 02,2012
By: 'Antoni Kujawa'
Oct 02,2012
6 people found
this helpful
Our primary problem with Cray and Norton was the lack of communication that was given to us. We went to look at the Watcome Road property which was really nice so we followed them back to their office where we put down a holding fee for the property. 3 weeks went by and after calling and calling and calling we heard nothing about our move in date from the Landlady that was going through Cray and Norton (admittedly possibly not their fault).

Rather unsurprisingly the landlady then turned around and decided she didn\'t want to rent out. Not a huge problem, apart from when we were told by Cray and Norton (without having a solid move in date) that we could hand our notice in to our current residence. This left us up a creek with no paddle. Also as we had gone through referencing (having to fork out £40 to our old letting agency to complete it) Cray and Norton deducted us £60 each for having to do the referencing even though we would not get the property. So from £300 we had £180 left and nothing really to show for it with the problem of also having to find somewhere to live in a month.

Cray and Norton weren\'t bad per say as they were offering to help us find somewhere else, but it would of been a nice show of good faith and restore some faith in estate agents to refund us some of the £170 in total we had to spend to wait 3 weeks (with no-one being suspicious or anything, I mean even me, not an estate agent knew something was wrong) to be told there would be no move in date. I suppose this review is just asking them to not make the tenants fully culpable when a landlady/landlord turns around and just changes their mind for no reason. Leaving the tenants buggered. My only hope now is to write to the landlady and as her as a human being to pay us back some of the money she forced us to lose.
What agent could do to change your mind?
More communication during the process. It felt like we were the ones doing the work by always calling up trying to find out a move in date. Also im sure they have been doing this a long time, so picking the landlady that they did seems to be very poor judgement. Its not all about money, its also about customer service. Like i say not a bad agency but not great.
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By: Help4Tenants
Mar 26, 2013
They are not legally aloud to hold back any money if the landlord pulls out, you should receive a full refund. If they refuse to do this go to the Ombudsmen!!
By: Darren Cray
Oct 18, 2012
Hi Antoni - Thanks for your comments.

We discussed the situation with you truthfully throughout and was very badly let down by the landlady, unfortunately it was the first time we had had a relationship with this paticular landlady and had no reason to believe she was going to do what she did.

As we made you aware the deduction was for the references which you may have been able to use via another estate agent. Cray & Norton made no profit from this situation but as a small company we cannot afford to make a loss.

We have learnt from this and made changes to our term & conditions of business to prevent this situation arising again.

We wish you all the best.


Darren Cray

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Cray & Norton

323 Lower Addiscombe Road Croydon
Greater London

0208 655 0700

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