Oct 06,2012
By: 'MaryGoRound'
Oct 06,2012
1 people found
this helpful
Absolutely disgusted with the level of service from Walton and Robinson.

Upon viewing the property- The bathroom was completely mouldy (ceiling and walls) and we asked if this damp problem would be fixed in between tenant switch over to which we were advised that the problem would be fixed. When we moved into the property, fresh paint could be smelled throughout, where they had obviously just painted over the black and green mould. Needless to say, within a couple of weeks the problem came back with a vengeance and the smell was terrible etc couldn\'t have guests over!

Upon moving in- the inventory provided was substandard. As first time tenants we went along with it as we knew no better. All the general building problems had not been mentioned, of which there was many! The windows were old wooden ones complete with extensive wood rot to the point that we were scared that if the wind blew, the glass might fall out. Also, the gap around the edge could be felt and seen even with the windows \'shut\' as the curtains still billowed in the draft. During winter this was a nightmare, and combined with the boiler breakdown, we were absolutely FREEZING. We sent many emails asking for these problems to be fixed and they WERE NOT. We spent a fortune buying electric heaters to try and stave off frost bite. All the windows throughout the property were disgusting with mould growing on the walls and ceilings around them. Wood rot was eating away at all window frames and no repairs were dealt with.

We eventually got the boiler repaired after 2 weeks of waiting.

Upon leaving the flat- the staff at walton robinson were very unfriendly. When you walk in the office no body talks, they just sit and stare and eventually one will ask you if you need any help. We were sent an email to let us know of the outcome of our deposit. They want to use our security deposit to FIX THE PROBLEMS in the flat AFTER WE HAVE LEFT. Disgusting! The staff refuse to give us any advice of how to handle the situation and are letting the landlord run wild with our money.

Overall an absolutely appalling service! Would not recommend to anyone! Would not award them any stars if we could.
What agent could do to change your mind?
First, basic customer service needs to be improved. Staff need to be more approachable and welcoming and stick to the old \'service with a smile\'. Secondly they need to try and actually solve some of the tenants issues or just vet the properties they are putting on their books in the first place. so as not to let tenants rent substandard accommodation. Thirdly -improve general practice; give detailed inventories of ALL existing issues to building and to furniture if furnished, provide tenants with the insurance protection documents to safeguard from greedy landlords.
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By: Walton Robinson
Oct 10, 2012

Please accept our sincerest apologies if you have had several issues while staying at one of our managed properties. I would ask that you contact us directly at enquiries@waltonrobinson.com or alternatively come into our office to discuss the matter with a member of our team.

Many Thanks

Walton Robinson

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Walton Robinson

101 Percy Street Newcastle upon Tyne
Tyne and Wear

0191 211 3977

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