All in all, our experience with Palace Gates (specifically their Clapham Common office) was exceptional, as exceptional it can get when renting. We lived in one of their properties in Clapham Common for 3 years, and only moved out because we moved to the USA, otherwise we would have gladly stayed longer. The ladies in the Clapham Common office were always prompt answering emails and returning phone calls, and maintenance requests were always dealt with immediately: talking about next day or 2-day service. They also gave plenty of notice in writing when inspections or other repairs were due, which we really appreciated. We couldn\'t have been happier. Yes, the property was old, and yes, they could have done a better job with the finishes, a lot of which were the original ones, but their customer service and attention to their tenants\' needs was second to none.
In the 3 years we stayed there we only had one issue that had us go back and forth with them for a while: our washer kept breaking (leaking on the floor - very annoying!) and they kept sending sending contractors who would supposedly fix the problem, and then it would break again after a wash or two. That went on for several months with us insisting that replacing the whole thing might be a better option, but they kept "fixing" it instead, until they finally realized it would save them money if they actually replaced it with a new washer instead of sending over a repair guy every other week, which they did in the end. But overall they were really good and considerate, and not stingy like certain landlords are. I still remember when we complained that the drapes in our bedroom didn\'t keep the sun out in the morning (we didn\'t expect them to want to do anything about that, but we said it anyway) and were pleasantly surprised that they actually called a contractor, got a quote and a few days later we had brand new blinds in our bedroom!! One other time, they found mold in the bathroom in one of their inspections and they themselves arranged to have our whole bathroom cleaned and repainted - we didn\'t ask for it.
At the end of our tenancy, we did NOT use one of their recommended companies for the professional cleaning we were required to do (theirs were too expensive compared to other companies we found), yet we had no problems whatsoever with getting our entire security deposit back (minus 20 quid for a burned light bulb ;p).
I\'d definitely rent from them again, at least the Clapham Common branch.
P.S. To the reviewer who said they had a hot water problem: are you sure it was Palace Gates\' responsibility to deal with that? We had the same problem once and went without hot water for 6 days in November (brrr! - we had to boil water to take showers :p), but it wasn\'t Palace Gates\' responsibility. We called them first thing and they made it very clear it wasn\'t their responsibility and they couldn\'t do anything about it. As a matter of fact, our whole building had the same problem and it was due to some repairs the hot water company (can\'t remember what they were called to save my life :p) was carrying out at the time, and it took that long to fix it. But Palace Gates couldn\'t have done anything about it, so it would have been unfair to blame it on them.