94% sales valuation accuracy
97% sales fee satisfaction
97% lettings valuation accuracy
95% lettings fee satisfaction
Sep 21,2020
Sep 21,2020
1
people found
this helpful
this helpful
The day of moving in (Saturday) I arrived at the property, the front door would not open despite multiple attempts, the agents were informed straight away and yet they refused to do anything until Monday. This resulted in me having to take all of my belongings back on the long journey home.
When I could finally get into the property (a week after initially planned and after beginning payment of rent) I noticed the problems were only just beginning. After inspecting the kitchen, which was dusty with debris from the builder's work, we saw the knobs on the hob were melted down, this meant they were not easy to turn on or off.
Not only that but my sister noticed a blue light in the corner of her eye, the hob sparked by itself. There was a gas leak with no one even using the property, the hazard this posed to myself and my fellow tenants showed just how little the agents cared as after we called them to warn of the leak, there was no rush to fix the problem. The gas had to be turned off for days and when someone inspected the hob, they also noticed the oven was a major risk. The inspector condemned both the hob and oven – they needed to be replaced for our safety as the house could've easily gone up in flames when we were in it.
The next problem was the washing machine, it was filled with black, stinking mould. We logged this onto their 'FixFlo' system and it took them THREE weeks to sort this out, for three weeks we were unable to wash our clothes. When the issue of the mould was sorted, I put on my first wash. I was quite concerned by the noise of the washing machine but after 15 minutes of checking it was okay, I decided to go upstairs, only to come down 30 minutes later to the kitchen completely flooded. I called the emergency number on the agent's website but the number was completely invalid. After turning off the washing machine at the fuse box I came to discover the flood was over an electrical socket which was turned on. The agents, when I finally talked to them on Monday, once again were not concerned, it took another week before the washing machine was fixed. It took them 7 months before they decided to replace the washing machine completely.
I also questioned them on the emergency number and they explained it was obsolete, yet it is still on their website with no alternative.
The amount of issues we had with this property and the agents are far too many so I will list the rest as they're too long to go into detail:
• The bathroom door which was situated downstairs next to the kitchen would not shut, they took three weeks before they even looked at it, it was not fixed properly the whole time we were there.
• The microwave had metal exposed on the inside, we requested it to be replaced.
• It was not professionally cleaned when we moved in, stains all over every carpet.
• Shower was mouldy and nothing was done to clean it.
• Toilet seat was peeling, bubbling and dirty, never replaced even though it was reported multiple times.
• Outside pipe was broken, it would flood the concrete garden.
• The back window of the house was not lockable, this was an incredible risk to us as it led out onto a flat roof. It is a shock that we weren't broken into however the house being the dump it was explains it.
• Their contracted builders also never completed their job on the flat roof and it flooded multiple times after rainfall.
We never got any compensation in fact they took away some of our deposit despite our disputes.
Avoid them at all costs, especially if you're a student. You have been warned.
When I could finally get into the property (a week after initially planned and after beginning payment of rent) I noticed the problems were only just beginning. After inspecting the kitchen, which was dusty with debris from the builder's work, we saw the knobs on the hob were melted down, this meant they were not easy to turn on or off.
Not only that but my sister noticed a blue light in the corner of her eye, the hob sparked by itself. There was a gas leak with no one even using the property, the hazard this posed to myself and my fellow tenants showed just how little the agents cared as after we called them to warn of the leak, there was no rush to fix the problem. The gas had to be turned off for days and when someone inspected the hob, they also noticed the oven was a major risk. The inspector condemned both the hob and oven – they needed to be replaced for our safety as the house could've easily gone up in flames when we were in it.
The next problem was the washing machine, it was filled with black, stinking mould. We logged this onto their 'FixFlo' system and it took them THREE weeks to sort this out, for three weeks we were unable to wash our clothes. When the issue of the mould was sorted, I put on my first wash. I was quite concerned by the noise of the washing machine but after 15 minutes of checking it was okay, I decided to go upstairs, only to come down 30 minutes later to the kitchen completely flooded. I called the emergency number on the agent's website but the number was completely invalid. After turning off the washing machine at the fuse box I came to discover the flood was over an electrical socket which was turned on. The agents, when I finally talked to them on Monday, once again were not concerned, it took another week before the washing machine was fixed. It took them 7 months before they decided to replace the washing machine completely.
I also questioned them on the emergency number and they explained it was obsolete, yet it is still on their website with no alternative.
The amount of issues we had with this property and the agents are far too many so I will list the rest as they're too long to go into detail:
• The bathroom door which was situated downstairs next to the kitchen would not shut, they took three weeks before they even looked at it, it was not fixed properly the whole time we were there.
• The microwave had metal exposed on the inside, we requested it to be replaced.
• It was not professionally cleaned when we moved in, stains all over every carpet.
• Shower was mouldy and nothing was done to clean it.
• Toilet seat was peeling, bubbling and dirty, never replaced even though it was reported multiple times.
• Outside pipe was broken, it would flood the concrete garden.
• The back window of the house was not lockable, this was an incredible risk to us as it led out onto a flat roof. It is a shock that we weren't broken into however the house being the dump it was explains it.
• Their contracted builders also never completed their job on the flat roof and it flooded multiple times after rainfall.
We never got any compensation in fact they took away some of our deposit despite our disputes.
Avoid them at all costs, especially if you're a student. You have been warned.
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Latest Reviews
1st Sep 2024
reviewed by 'KG Ocampo'
22nd Aug 2024
reviewed by 'Kevin Fraser'
5th Jul 2024
reviewed by 'Thomas McCaughan'
2nd Feb 2024
reviewed by 'Jeffery Paul Atkinson'
24th Jan 2024
reviewed by 'Sarah'
Opening Hours
Address
Bernards Estate Agents
8 Clarendon Road
Southsea
Hampshire
PO5 2EE
02392 864974
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 94% | 97% | £90,000 | £1,300,000 |
| Lettings | 97% | 95% | £350 | £2,000 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 29 | 2 | 131 | 21 | 51 | 5 | 45 | 2 | 24 | 4 |
Areas covered
- PO4
- PO5
- PO1
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Rankings
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Would highly recommend Bernards Etate Agents, Southsea. Craig and Jordan have been informative and professional through the whole process of selling my property....
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Sep 01,2024
Sep 01,2024
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I had just finished uni when I came to Bernards Estate Agents to find my own place after my uni accommodations. Jack happily assisted me in finding my place. The first unit that I liked unfortunately was taken out of the market as the tenant ...
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Aug 22,2024
Aug 22,2024
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We have been letting our two properties out via Bernards for many years. The whole team are brilliant, supportive and helpful. Bernards have helped us by selecting the right tenants in the first place but, then offer a full property management service ensuring the properties ...
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Jul 05,2024
Jul 05,2024
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I used Bernards for letting and selling and would 100% recommend. What I appreciated most is the communication. They responded to my emails and missed calls promptly. This goes a long way for me and is sadly not industry standard. 10/10...
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Feb 02,2024
Feb 02,2024
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Completed purchase two days ago on a house. Expertly & professionally managed by the Bernard's team. Special thanks to Craig & Luke. Would use their service again whenever required - Mr Atkinson...
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Jan 24,2024
Jan 24,2024
0
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Jack was amazing in helping finding me and my partners first home together even though we had different requirements he made it work, nothing was too much and no question was too silly to ask, Jack the lad! Defiantly recommend him
Shout out to lucky ...
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Jan 07,2024
Jan 07,2024
0
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Excellent service and Professionalism.
Turnaround time and customer service engagement topnotch.
Jack (Southsea Lettings Negotiator) is simply amazing.
Kudos to the team! Keep it up....
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Dec 12,2023
Dec 12,2023
0
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I am in the process of buying a property being sold by Bernard's and Joe has always been so helpful even though he is not actually acting for me. Always updating me on what is happening and ensuring things are progressing smoothly, highly recommended...
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Dec 08,2023
Dec 08,2023
0
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Excellent service from start to finish.
I can’t thank Jack enough. He was so patient and polite, incredibly helpful and very professional. Definitely recommend...
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Dec 07,2023
Dec 07,2023
0
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The experience with Fi was great! I was formally taken through all the procedures for letting and required information was given aswell. Her response to question as regards the flat to be let was apt and she followed up diligently.
Thank you Fi...
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Dec 07,2023
Dec 07,2023
0
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Lovely personality, down to earth yet still professional so instantly makes you feel more comfortable through an exciting but stressful time....
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Dec 06,2023
Dec 06,2023
0
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Josh was friendly, efficient and helpful throughout our move. He found our rental and facilitated the process very well....
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Dec 06,2023
Dec 06,2023
0
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Very pleased with professional service, communication and tenancy set up from Lucky and Jack. In view of this, I’m looking forward to working with Bernard’s in the future management of the tenancy...
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Dec 04,2023
Dec 04,2023
0
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Beyond Lucky's expertise and professionalism, she answered all my questions with in-depth explanations, ensuring I fully understood what I was doing and why it was necessary.
Thank you again for everything....
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Dec 02,2023
Dec 02,2023
0
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Lucky has been great throughout the letting process. Easy to get in touch with and always happy to help....
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Nov 30,2023
Nov 30,2023
0
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Josh handled our renewal beautifully. He was communicative, fast in his responses and super helpful. Highly recommend....
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Nov 28,2023
Nov 28,2023
0
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Brilliant service from Jack and Lucky,Swift and precise with everything they did for us to get into our new property.The online assistant that helps with your referencing and all the required documents was an absolute breeze....
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Nov 22,2023
Nov 22,2023
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Helpful and facilitated our requests as much as possible. Kept us updated where necessary...
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Nov 17,2023
Nov 17,2023
0
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Excellent service from all the team. Would recommend to friends and family ....
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Nov 15,2023
Nov 15,2023
0
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Rachael was fantastic at helping us to find our ideal home. She has been great at communication between myself and my buyer and seller. When we were viewing houses, she was by far the most engaging estate agent that we saw, she was very very ...
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Nov 14,2023
Nov 14,2023
0
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We had listed our house with a different agent who promised lots but delivered little. Given the current market, we wanted an honest evaluation and realistic advice- all of which was provided by Craig and Joe at Bernards. Our house sold in a few weeks ...
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Nov 09,2023
Nov 09,2023
0
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Perfect service from Lucky and Jack. Visited my rental property promptly, arranged photograher promptly, arranged 7 viewings promptly. Everything handled professional with clean digital paperwork. Thank you...
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Nov 07,2023
Nov 07,2023
0
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Outstanding service.
We would like to express our gratitude to Joe Salvia, who since day 1 has shown an exceptional level of commitment and support to purchase a property. Clear and prompt communication has been instrumental to go through this usually lengthy process.
We wouldn't hesitate ...
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Nov 06,2023
Nov 06,2023
0
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I am very happy with the service provided by Joe Salvia from Bernards. The whole process from the initial offer making to the securing of the purchase of my first home was smooth and timely. My entire experience was a lot less stressful and troublesome ...
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Nov 06,2023
Nov 06,2023
0
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Having had a very bad experience with 2 other agents when selling our house earlier in 2023, we turned to Bernards to help us sell. We were extremely impressed with their honesty and commitment when looking to market the property and decided to give it one last ...
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Nov 03,2023
Nov 03,2023
0
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Extremely friendly staff. The agent that helped me, Jack, is one of the most polite and professional agents I had dealt with and an extremely helpful hand through the letting process. Would highly recommend...
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Nov 02,2023
Nov 02,2023
0
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Excellent service and communication, nothing was too much trouble. Thank you....
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Oct 31,2023
Oct 31,2023
0
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Joe dealt with my Flat sale well, and was proactive when my first buyer fell through.
Would recommend....
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Oct 31,2023
Oct 31,2023
0
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very attentive and efficient always on hand helpful and approachable...
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Oct 30,2023
Oct 30,2023
0
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Joe helped me sell and purchase a property this summer and was great throughout. Very helpful, friendly agent who kept me updated. Would highly recommend - thanks Joe!...
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Luke
Martin
(91)
Lucky
(52)
Matthew
(33)
Jack
Craig
Daniel Byrne
(18)
Fi
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
IN-HOUSE COMPLAINTS PROCEDURE
We are committed to providing a professional service to all our clients and customers. When something goes
wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible. We have eight weeks to
consider your complaint. If we have not resolved it within this time you may refer your complaint to The Property
Ombudsman.
What will happen next?
? We will send you a letter acknowledging receipt of you complaint within three working days of receiving
it, enclosing a copy of this procedure.
? We will then investigate your complaint. This will normally be dealt with by the office manager who will
review your file and speak to the member of staff who dealt with you. A formal written outcome of our
investigation will be sent to you within 15 working days of sending the acknowledgement letter.
? If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate
review to take place by a senior member of staff.
? We will write to you within 15 working days of receiving your request for a review, confirming our final
viewpoint on the matter.
If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:
The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
www.tpos.co.uk
Please note the following:
You will need to submit your complaint to The Property Ombudsman within six months of receiving our final
viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints
procedure, before being submitted for an independent review.
Last updated at 9:37 AM 22/11/2018 by Ashleigh Adams
We are committed to providing a professional service to all our clients and customers. When something goes
wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible. We have eight weeks to
consider your complaint. If we have not resolved it within this time you may refer your complaint to The Property
Ombudsman.
What will happen next?
? We will send you a letter acknowledging receipt of you complaint within three working days of receiving
it, enclosing a copy of this procedure.
? We will then investigate your complaint. This will normally be dealt with by the office manager who will
review your file and speak to the member of staff who dealt with you. A formal written outcome of our
investigation will be sent to you within 15 working days of sending the acknowledgement letter.
? If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate
review to take place by a senior member of staff.
? We will write to you within 15 working days of receiving your request for a review, confirming our final
viewpoint on the matter.
If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:
The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
www.tpos.co.uk
Please note the following:
You will need to submit your complaint to The Property Ombudsman within six months of receiving our final
viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints
procedure, before being submitted for an independent review.
Awards won by Bernards Estate Agents, Southsea PO5 2EE
-
2024
Best Estate Agent in Southsea
-
2024
Best Estate Agent in PO5
-
2023
Best Letting Agent in Southsea
-
2023
Best Estate Agent in Southsea
-
2023
Best Estate Agent in PO5
-
2023
Best Letting Agent in PO5
-
2022
Best Letting Agent in PO5
-
2022
Best Estate Agent in PO5
-
2022
Best Letting Agent in Southsea
-
2022
Best Estate Agent in Southsea
-
2024
Best Letting Agent in Southsea
-
2024
Best Letting Agent in PO5
