During the letting experience there was nothing wrong with the agent, then again, during the letting experience, there wasn\'t much requested from the agent.
When we vacated the property however, and were therefore communicating with this agent, serious lapses occurred:
1. Lack of communication and/or updates regarding the refund of our deposit or even if the landlady had reviewed the check-out report.
2. Communication errors, with updates on other properties being sent to us, potentially in violation of privacy laws.
3. Spoke with Simon (branch manager) who showed a theoretical interest on the situation, but the lack of action continued.
4. Calls were answered by automated machines saying that the office was open, but phones were closed and reopening the next day.
5. Emails were not replied to for periods of 6 hours to 1 day (after the situation was already irregular).
4 and 5. If emails are not being replied to and calls not being picked up, exactly what work are they doing?
6. Finally informed that we\'d get an update from the landlady regarding the check-out report, and any potential disagreements or disputes regarding the refund of the property, 4 weeks after we vacated the property, meaning the deposit refund was potentially in the pipeline to be received 5 weeks after the property was vacated.
7. Looking to start a legal dispute, if there\'s no proactive action or escalation from the branch.
What agent could do to change your mind?
They could have promptly addressed the issue of the refund at hand with daily updates.
They could have showed that they knew who they were emailing, instead of spamming me about other properties.
They could have put client service at the heart of what they do.