100% sales valuation accuracy
100% sales fee satisfaction
100% lettings valuation accuracy
63% lettings fee satisfaction
May 03,2021
May 03,2021
1
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Friendly, but issues with notice and deposit return
I rented a property with Premier between mid 2020 to 2021. My experience has been decidedly mixed. I found the initial experience positive - reflecting the views of many other reviewers who gave high scores. Note that Premier requests reviews at this very early stage and some of the highly rated reviews below might reflect a partial picture.
On the positive side, staff are courteous and polite in emails and are usually quick to respond. On occasions when there were maintenance issues, these were resolved without trouble. Another positive was that my departure was facilitated without any difficulties, and the agents and landlord showed flexibility on their parts.
However, overall, I have found the service disappointing. The first point is that the agents rarely - if ever - gave notice of a visit. On multiple occasions I had to point out that the landlord, his agents, cleaners and others must provide 24 hours notice and, despite emails acknowledging my complaints, notice was repeatedly disregarded until very late in the tenancy when things somewhat improved. On one particularly low occasion, cleaners without masks entered the property without any notice. These invasions of privacy were not only in violation of the terms of the lease, but also irresponsible in a pandemic.
A further disappointment relates to receiving refunds on termination. Around 6 weeks after having left the property in good condition having never missed any payments and with holding fee, deposit and rent paid without any delay on my part - I am yet to receive back money that I am owed, including my deposit.
So, on balance, I recognise that Premier has provided a good initial service. I found the agents largely hands-off regarding the property, with no inspections made. Yet, I was very unhappy with the frequent failure to provide notice for routine occurrences and the failure to return my deposit and other sums within a reasonable time frame. This latter consideration has weighed heavily on the review - and it is important to note that the refund is still outstanding as of writing, and the unreasonable delay may well persist for some time to come. I shall update in due course if there are any changes.
I rented a property with Premier between mid 2020 to 2021. My experience has been decidedly mixed. I found the initial experience positive - reflecting the views of many other reviewers who gave high scores. Note that Premier requests reviews at this very early stage and some of the highly rated reviews below might reflect a partial picture.
On the positive side, staff are courteous and polite in emails and are usually quick to respond. On occasions when there were maintenance issues, these were resolved without trouble. Another positive was that my departure was facilitated without any difficulties, and the agents and landlord showed flexibility on their parts.
However, overall, I have found the service disappointing. The first point is that the agents rarely - if ever - gave notice of a visit. On multiple occasions I had to point out that the landlord, his agents, cleaners and others must provide 24 hours notice and, despite emails acknowledging my complaints, notice was repeatedly disregarded until very late in the tenancy when things somewhat improved. On one particularly low occasion, cleaners without masks entered the property without any notice. These invasions of privacy were not only in violation of the terms of the lease, but also irresponsible in a pandemic.
A further disappointment relates to receiving refunds on termination. Around 6 weeks after having left the property in good condition having never missed any payments and with holding fee, deposit and rent paid without any delay on my part - I am yet to receive back money that I am owed, including my deposit.
So, on balance, I recognise that Premier has provided a good initial service. I found the agents largely hands-off regarding the property, with no inspections made. Yet, I was very unhappy with the frequent failure to provide notice for routine occurrences and the failure to return my deposit and other sums within a reasonable time frame. This latter consideration has weighed heavily on the review - and it is important to note that the refund is still outstanding as of writing, and the unreasonable delay may well persist for some time to come. I shall update in due course if there are any changes.
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May 05, 2021
Since publishing reviews of my experience of Premier Lettings - in particular, the issue of non return of the deposit and over paid rent (over £700 in total) I was contacted by Premier to help resolve the situation. At this stage, they were very helpful and started the process of issuing the refunds. I have now received my deposit in full and the overpaid rent. Although this is now a happy ending, it has taken around 6 weeks to get my money back
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Latest Reviews
5th May 2022
reviewed by 'Xsxsx'
15th Sep 2021
reviewed by 'Pietro'
27th May 2021
reviewed by 'Vanada'
22nd Dec 2020
reviewed by 'Juliet'
Opening Hours
Address
Premier (Oxford)
207 Cowley Road
Cowley,Oxford
Oxfordshire
OX4 1XF
01865 792299
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 100% | 100% | £370,000 | £370,000 |
| Lettings | 100% | 63% | £500 | £2,500 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 5 | 1 | 6 | 13 | 3 | 0 | 0 | 0 | 0 | 5 |
Areas covered
- OX4
- Oxford
- OX3
- Kidlington
- OX2
- OX1
- OX14
- OX44
- OX5
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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May 05,2022
May 05,2022
2
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If you’d like to sleep beside black mould whilst paying £1000+ pcm, use Premier. If you’d like no compensation for being without an oven for a month, use Premier. If you’d like inflexible and insincere service, use Premier.
If you want to be ...
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Sep 15,2021
Sep 15,2021
1
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DO NOT RENT WITH PREMIER LETTINGS. These guys are just the worst. They have serious issues in replying to emails, and when they do so they are often really unhelpful and don't really address the points raised. But especially they will do whatever they can ...
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Jun 15,2021
Jun 15,2021
0
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Premier is complicit in discrimination! This agency refuses to commit to fair lettings standards as they will not sign ACORN’s No DSS Discrimination Pledge. Discrimination against people on universal credit and on benefit in general is both illegal and deeply immoral, as it contributes ...
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Jun 16, 2021
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(1)
Thank you for your review. I should state your comments are incorrect, as we do rent our properties to tenants who are in receipt of housing benefit, universal credit, and DSS. We have no duty or obligation to sign ACORNs discrimination pledge. We would encourage you to amend your review to reflect this information. With regards ...
May 27,2021
May 27,2021
2
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this helpful
So I got interested in one of the properties on the site Rightmove which is under Premier estate agents, I received an email very fast the next day (Tuesday not a bank holiday) telling me to call them with a number on it and I ...
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May 03,2021
May 03,2021
1
people found
this helpful
this helpful
Friendly, but issues with notice and deposit return
I rented a property with Premier between mid 2020 to 2021. My experience has been decidedly mixed. I found the initial experience positive - reflecting the views of many other reviewers who gave high scores. Note that Premier requests ...
read full review
read full review
Was this helpful?
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May 05, 2021
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(1)
Since publishing reviews of my experience of Premier Lettings - in particular, the issue of non return of the deposit and over paid rent (over £700 in total) I was contacted by Premier to help resolve the situation. At this stage, they were very helpful and started the process of issuing the refunds. I have now received my deposit in full and the overpaid rent. Although this is now a happy ending, it has taken around 6 weeks to get my money back ...
Dec 22,2020
Dec 22,2020
3
people found
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this helpful
This property letting agent is terrible. They are usually friendly when they want you as a customer but once in, your complaints fall on deaf ears and when you decide to move out, they will literally split your deposit in half regardless of how good ...
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Nov 30,2020
Nov 30,2020
1
people found
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this helpful
In a 6-bed house, we had the worst wifi signal, which they never changed, even though we asked in several occasions.
Whenever there was an available room and they had viewings, they never informed us. They didn’t do it during lockdown, either, with the ...
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Nov 28,2020
Nov 28,2020
0
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Their multiple accounting mistakes gave cost me over £500 they won't give back. After 6 months of saying they'll get my money they just ignored me and eventually said I'm not getting it. They lied constantly thoughtout the tennency not tennency not telling us about the rats ...
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Nov 17,2019
Nov 17,2019
0
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If you are a landlord do not use them. Terrible experience. I have constantly had to chase them for the rental money to be transferred to our account and for the monthly landlord statement. They try to tell you they have paid and they haven’...
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Sep 26,2019
Sep 26,2019
0
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I have been with Premier as a Landlord for over 10 years. They are a family run concern, so there is a personal aspect to any dialogue, I have found them to be most friendly and helpful. They are very knowledgeable around the law in relation ...
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Nov 07,2018
Nov 07,2018
5
people found
this helpful
this helpful
They are anything but premier. It is now November and after months of back and forth we are just getting some, and only some, of the astronomical deposit back. The house was in very poor condition when our son moved in and was never maintained ...
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Comment on agent fees
Very high initial fees and deposit
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Sep 25,2018
Sep 25,2018
0
people found
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this helpful
Premier have looked after my property portfolio for years. They are both professional and proactive. I have found them to find tenants swiftly and deal with any issues along the way efficiently and courteously. I would fully endorse there services to any lanlords out there ...
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Comment on agent fees
Good
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Sep 25, 2018
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Thank you Dave for your 5 star review! We are delighted to see how happy you are with our services. ...
Sep 25,2018
Sep 25,2018
0
people found
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this helpful
I recently purchased two apartments in Oxford city centre and went to Premier lettings and sales for some advice as a friend had recommended them, Charles was incredibly knowledgeable about his field and I felt very at ease on our first meeting. I will definitely ...
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Comment on agent fees
fair
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Sep 11,2018
Sep 11,2018
0
people found
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this helpful
Made things very clear and concise to understand. Exciting to move forward with the set details in place with this member of staff....
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Comment on agent fees
Good
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Sep 03,2018
Sep 03,2018
0
people found
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Excellent agent who listened to what I wanted and delivered a perfect property. All communications and viewings were dealt with warmly and efficiently....
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Comment on agent fees
Well-deserved considering the excellent level of service.
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Sep 04, 2018
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Hi Jodie Thank you so much for your five star review! ...
Aug 07,2018
Aug 07,2018
0
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We have been using Premier for over 10 years. I would highly recommend Premier as a landlord. They are a family run business who value their clients. They are more then just a letting agency. They can never do enough for you. Their rates are one ...
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Comment on agent fees
Very competitive fees but you get more for your money. They are only a phone call away. I'm always asking them for advice which they give free of charge.
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Aug 08, 2018
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We are delighted to see how happy you are with your service Noreen. On behalf of all the team, thank you! ...
Jul 02,2018
Jul 02,2018
4
people found
this helpful
this helpful
Do not use these agents. They couldn't care less. They just grab your money and run.
After we moved out, we were charged an astronomical fee to have the place cleaned throughout. We also told Premier about all the broken things and some of our ...
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Comment on agent fees
How can you charge fees for cleaning and not clean? How can you keep a deposit to fix broken items,a nd not fix them? How can you charge for admin and not do any admin? How can you charge to 'check' the house when it's part of the job of an agent and you're charging the landlord a fee? The fees were extortionate.
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Jul 20, 2018
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Thank you for your review and i am very sorry to read of your dissatisfaction.
Please can you contact me directly on 01865 792299 or email [email protected] to let me know which property you were renting?
In response to your review -
We would have been unable to charge your deposit without you agreeing the charges or taking it to dispute resolution. Without knowing what property you rented, i cannot confirm if it was Premier or your Landlord who was responsible for arranging the ...
May 16,2018
May 16,2018
0
people found
this helpful
this helpful
Met Charlie at the prospective rental property. He was prompt, polite, friendly and informative. I decided to take the property, paperwork was emailed through quickly and very easy to complete as explained throughly in email and all application done online. The whole process felt so ...
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Comment on agent fees
Fees reasonable
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Apr 10,2018
Apr 10,2018
0
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Charles has been of a great help in our research of a flat, with a clear understanding of what we were looking for. He made the process easy, clear, quick and efficient. We are now installed in our home and happy....
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Comment on agent fees
Good
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Apr 10,2018
Apr 10,2018
0
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I've contacted Premier at the end of March for a property to let at St Clements Street. Charles Bartlett was able to manage the whole process in just a few days, so to have my contract and flat ready on the day of my arrival ...
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Comment on agent fees
Very good, as they did't charge me any fees!
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Apr 09,2018
Apr 09,2018
0
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First class full management yet again from Premier! Property well maintained and tenants are alway polite respectful in the property.. wouldn't use anyone else *****...
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Apr 03,2018
Apr 03,2018
5
people found
this helpful
this helpful
I went to view a property. they knew I was coming but when I arrived the place was disgusting. I would of thought that they would of asked tenants to clean it before having new tenants look around. not a good impression. also I emailed ...
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Comment on agent fees
didn't get that far. decided not to go ahead
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Mar 16,2018
Mar 16,2018
5
people found
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If you are thinking of going with Premier, DONT! I have been with several agencies in the past but I can happily say Premier is the worst! They charge a ridiculous amount before you even move into the house (£300pp + £150). You'd think paying this much ...
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Comment on agent fees
Horrendous considering how useless they are.
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Jan 15,2018
Jan 15,2018
6
people found
this helpful
this helpful
Most awful Estate Agent, they are extremely unorganided and fail to communicate properly with their clients. Their pricings are ridiculous and blatantly scamming. Massive regrets making deals with this agency....
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Dec 23,2017
Dec 23,2017
8
people found
this helpful
this helpful
If you're a tennant, avoid Premier Lettings like the plague. Their fees are extortionate (eg £300 just to look at a propertly, followed by £195 per person just to move into it. Why? What have they done to deserve this money?) and you will have to chase ...
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Comment on agent fees
£300 to look at a property? Does that sound reasonable to you? £195 per person just to move in, after we've already paid an £800 (each) deposit and rent in advance? I have been with other agencies before, and although it's generally accepted that all agencies are just simply scamming people for money, the fees have always been lower and those agencies were more reliable.
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Oct 27,2017
Oct 27,2017
3
people found
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this helpful
Jack from Primier in Oxford was great. He was informative and professional. There were times when I felt he could have been a bit quicker at responding but he handled my case and concerns with care....
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Oct 11,2017
Oct 11,2017
1
people found
this helpful
this helpful
As an overseas company we have used Pemier for many years now for the management of our properties . we have lately put on the market one for sale and the attention and service received from Tom Mizen and all his help in coordinating with all ...
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Comment on agent fees
Very fair
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Oct 09,2017
Oct 09,2017
9
people found
this helpful
this helpful
Genuinely cannot recommend Premier Properties.
I had rented through them for two years as a student and throughout that time they neglected to notify us of viewings. They also breached their own contract after we had left the property through keeping hold of our deposit ...
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Comment on agent fees
Even when remaining in the same property for a second year they still attempted to charge us the fees for new tenants. This was only reduced when heavily challenged.
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May 15,2017
May 15,2017
0
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I recommend Tom Mizen (Residential Sales Manager) highly. He is very professional and really knows about selling houses. He has been an enormous help, all the way from our first discussion, to completion of the sale. In fact a period of over a year because ...
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Comment on agent fees
Very reasonable and competitive
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May 10,2017
May 10,2017
0
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Sold our house through Premier's Tom Mizen. Once we signed up, Tom was always available on the phone and also promptly responded to non-urgent texts. Kept us informed every step of the way and chased both sides' solicitors when they were dragging things out. In ...
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Very competitive
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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
Premier Complaints Procedure
In the first instance, if you are unable to resolve the issue informally, you should write to the member of staff who dealt with you, or their manager, so that he or she has a chance to put
things right. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.
You can expect your complaint to be acknowledged within 10 working days of receipt. You should get a response and an explanation within 20 working days. If you are unsure which member of Premier staff to write to, your complaint should be sent to the Manager, Mrs Nicola Hieatt at
Premier, 207 Cowley Road, Oxford OX4 1XF.
If you are not satisfied with the initial response to the complaint then you can write to the owners of the business, Mrs Jan Bartlett and Mr Charles Bartlett and ask for your complaint and the response to be reviewed. You can expect Mrs Bartlett or Mr Bartlett to acknowledge your request within 10 working days of receipt and a response within 20 working days.
Premier Lettings’ aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated.
Consequently timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive and interim response describing
what is being done to deal with the matter, and when a full reply can be expected and from whom.
If you are not happy with the outcome The Property Ombudsmen may be able to help. This is an independent dispute resolution service. For more information, visit
www.tpos.co.uk
Last updated at 11:37 AM 18/10/2017 by Nicole Crawford
In the first instance, if you are unable to resolve the issue informally, you should write to the member of staff who dealt with you, or their manager, so that he or she has a chance to put
things right. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.
You can expect your complaint to be acknowledged within 10 working days of receipt. You should get a response and an explanation within 20 working days. If you are unsure which member of Premier staff to write to, your complaint should be sent to the Manager, Mrs Nicola Hieatt at
Premier, 207 Cowley Road, Oxford OX4 1XF.
If you are not satisfied with the initial response to the complaint then you can write to the owners of the business, Mrs Jan Bartlett and Mr Charles Bartlett and ask for your complaint and the response to be reviewed. You can expect Mrs Bartlett or Mr Bartlett to acknowledge your request within 10 working days of receipt and a response within 20 working days.
Premier Lettings’ aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated.
Consequently timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive and interim response describing
what is being done to deal with the matter, and when a full reply can be expected and from whom.
If you are not happy with the outcome The Property Ombudsmen may be able to help. This is an independent dispute resolution service. For more information, visit
www.tpos.co.uk
