Purple Frog Property Ltd
Lenton, Nottingham, NG7
2.7/5, 7 reviews
43% recommended
83% sales valuation accuracy
33% sales fee satisfaction
100% lettings valuation accuracy
33% lettings fee satisfaction

“Awful Experience...”

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Nov 01,2019
Minithumbdown
By: 'Ria Kakkad'
Nov 01,2019
0 people found
this helpful
A positive about Hockley Point was that our 2-bedroom apartment was modern and spacious. The apartment was nice overall.
I am confused as to how Purple Frog have managed to get 4 stars.
I have had an insanely stressful experience with this estate agent, and I do not recommend to anyone.
During last year I lived at Hockley Point in Nottingham. I dealt with issues with homeless people sleeping outside the fire exit door outside my flat. I rang the estate agent and received unhelpful and insensitive information. I was told to ring the police and that there was nothing that Purple Frog could do. As I understand this, it was not helpful at the time, especially when I was completely alone in the flat.
The washing machines and tumble dryers were rarely working. There were 3 washing machines and 3 tumble dryers for the whole building, with maybe 1 or 2 working. I contacted Purple Frog around 4-5 times about the issues regarding these, only to receive an email about how we can “try to rectify this issue” ourselves. They offered to “provide a manual which will explain how to.”
A couple of months later there was a fire in the laundry rooms caused by unwillingness of the estate agent to fix these issues that we had constantly reported. Even then, we were not contacted by Purple Frog about when the laundry room will be fixed etc.
Whilst the laundry room was being fixed, we were constantly woken up before 9am by drilling from the builders.
Eventually, after 2 weeks and paying for laundry services outside the building, a new washing machine system was put into place where we would have to top up a card with our own money.
Additionally, fire alarms used to go off all the time.
We were never told when builders and estate agents were coming into our flat. Some would knock only once, or not at all. This was a massive invasion of privacy and it was not appreciated at all.
Finally, I have only just received my deposit today, after around 6 weeks of constant ringing and emailing. I was constantly told by different members of the office that it would be “chased up upon”. Around 2 weeks ago I finally received my deposit statement saying that I would only receive £72 out of a £350 deposit. Apparently, mattress removal (which costs £250) and cleaning was needed after we moved out. Luckily, I had taken photos and filled in a deposit dispute. I was supposed to get a response back within 5 days working days, however it took 2 weeks.
Student life is stressful enough on its own. Renting with Purple Frog is not worth the time, stress and awful experience.
Was this helpful? Yes
By: James Mason
Nov 18, 2019
Dear Ria

Sorry that you didn’t enjoy your stay at Hockley.

When you called about the homeless person, we advised you that we don’t have the authority to move homeless people on. This is why we asked you to call the police. In these situations, the police are the best recourse, not because Purple Frog couldn’t be bothered to deal with the situation, but because police advise residents to call them, using the 101 number. The police are trained professionals who are used to dealing with these situations. This is especially important if you felt threatened by the homeless person.

The reason that the machines broke down is that residents weren’t clearing the lint traps. This is also the cause of the fire. Because we felt that relying on residents to take responsibility for the laundry was not viable, we needed to move to services machines. This means that we need to employ contractors to come to the property and do things like empty the flint traps. This is an additional cost, which is why we needed to move to paid machines. The free option was no longer safe or economically viable. We wrote to all of the tenants to explain why we had taken this decision.

In terms of the fire, it was quickly extinguished and following a through fire inspection the building was rated as safe and correctly managed. In fact, the fire safety audit had recommended moving to serviced machines.

You were correct to take photos following your move-out. We recommend that all tenants take time-stamped photos of the property when they move in and out. This information is incredibly useful if you need to dispute. I understand that one of our members of staff had accidentally disposed of the evidence that we had collected for the dispute, so your dispute was successful.

I am sorry that the dispute took longer than necessary to complete. Looking at the records, this is our fault. I am sorry for the inconvenience we caused you.

I hope this response goes some way to answering your concerns. Once again, sorry that you didn’t enjoy your stay at Hockley Point. I do feel that some of the incidences you have used to show we mismanaged the property are for things out of our control, but as we are the managing agent I understand why you would feel we had ultimate responsibility.

I can’t see any examples of contractors or agents entering your property without giving 24 hours’ warning. If you have some situations in mind, please let me know. My email address is james.mason@purplefrogproeprty.com.

Kind regards

James Mason

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Opening Hours
Address

Purple Frog Property Ltd
363 Derby Road
Lenton,Nottingham
Nottinghamshire
NG7 2DZ
01158 224388

Performance statistics
Services Valuation Accuracy Fees Satisfaction Min Price of property reviewed Max Price of property reviewed
Sales 83% 33% £0 £0
Lettings 100% 33% £400 £1,700
Review statistics
From Landlords From Tenants From Vendors From Buyers Other
1 0 1 4 0 0 0 0 1 0
Areas covered
Services offered
  • Sales
  • Lettings
  • Block Management
  • Surveys
  • Conveyancing
  • Mortgage Advice
Members of
DPS
Latest Properties

No Properties

Purple Frog Property Ltd Branches (view all )

“Awful Experience...”

Share on :
Nov 01,2019
Minithumbdown
By: 'Ria Kakkad'
Nov 01,2019
0 people found
this helpful
A positive about Hockley Point was that our 2-bedroom apartment was modern and spacious. The apartment was nice overall. I am confused as to how Purple Frog have managed to get 4 stars. I have had an insanely stressful experience with this estate agent, and I ...
read full review
Was this helpful? Yes
By: James Mason
Nov 18, 2019
View all comments (1)
Dear Ria Sorry that you didn’t enjoy your stay at Hockley. When you called about the homeless person, we advised you that we don’t have the authority to move homeless people on. This is why we asked you to call the police. In these situations, the police are the best recourse, not because Purple Frog couldn’t be bothered to deal with the situation, but because police advise residents to call them, using the 101 number. The police are trained professionals who are used to dealing with ...

“deposit refund...”

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Jan 05,2019
Minithumbdown
By: 'PHeath'
Jan 05,2019
0 people found
this helpful
Despite Nadine Bevis personally promising over a month ago that my daughter and her flat mates deposits would be in their accounts within two days, they are still waiting for the money. told again yesterday that it would be paid immediately, it did not happen. ...
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Comment on agent fees
Extortionate charges for cleaning.
Was this helpful? Yes
By: James Mason
Jan 07, 2019
View all comments (1)
Dear PHeath Sorry to hear that your daughter's deposit hasn't been finalised yet. Please could you email me on james.mason@purplefrogproperty.com with the address of the property? I will then follow up with the team to find out why there has been a delay. I look forward to hearing from you. Kind regards James Mason ...

“Avoid at all costs...”

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Oct 18,2018
Minithumbdown
By: 'Jonny'
Oct 18,2018
0 people found
this helpful
We have been chasing our deposit for over 2 months now and they are unlawfully holding it. We have asked them to justify and prove the charges they have given us and they constantly ignore our emails. When we call them, no one senior is ever ...
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Comment on agent fees
Bad
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“Excellent service, deal with all queries in a fast, professional ......”

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Jun 29,2015
Minithumbup
By: 'Simon.'
Jun 29,2015
0 people found
this helpful
Excellent service, deal with all queries in a fast, professional and efficient way. I recommend Purple Frog to all my friends and business associates. Advice always excellent and freely given. Can't recommend highly enough....
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Comment on agent fees
Good value for money
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“The staff were really friendly and welcoming as soon as ......”

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Mar 05,2015
Minithumbup
By: 'amy'
Mar 05,2015
0 people found
this helpful
The staff were really friendly and welcoming as soon as you walk into the branch, they helped us find a house that suited our needs very quickly, would recommend to other students looking for housing in Nottingham....
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“Great and quick service and responses, We didnt take a ......”

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Feb 18,2015
Minithumbup
By: 'Tsunge'
Feb 18,2015
1 people found
this helpful
Great and quick service and responses, We didnt take a property with them - unfortunately someone else beat us to it but they had the best service of all the agencies we dealt with...
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“This companies attitude to problems is to ignore them,, ignore ......”

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Oct 20,2014
Minithumbdown
By: 'his & hers'
Oct 20,2014
3 people found
this helpful
This companies attitude to problems is to ignore them,, ignore you or refuse to take your calls and never return a call. Use a different phone and/or name or say you are enquiring about renting a property and miraculously you get through to someone, ...
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What agent could do to change your mind?
Stick to contract Take calls Return calls Reply to emails Do not lie or manipulate the truth to suit your own ends. Provide reasonable assistance to problems, take problems seriously, address problems directly and with maturity. Understand the terms of your own agreement . Provide property of reasonable standard by inspecting properties prior to acting on behalf of a landlords, ie improve stand of properties on books and thereby improve your own reputation. Have a complaints procedure that is fast and efficient, not one that takes an entire academic year! Once owners purple frog or it's employee's word is given not to back track but turn up on time and get works done as arranged on time. Rethink and start again! s So many students are complaining about your company it has the worst reputation on campus, unless you alter your attitude you may cease to have a viable company, students attitudes and expectations have altered so keep up with present attitudes.
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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.

Complaints Procedure

Our complaints procedure is set out on our website: www.purplefrogproperty.com/not-happy
Last updated at 5:26 PM 04/07/2018 by James Mason

Awards won by Purple Frog Property Ltd, Nottingham NG7 2DZ


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