Mar 12,2013
By: 'disappointed tennant'
Mar 12,2013
5 people found
this helpful
The Agent took an unfair amount of our deposit, which we questioned and after many attempts to justify the charges they made they eventually gave us £20 each due to their errors, when we said that we would like the rest of the deposit claims investigated due to their previous inaccuracies they were unresponsive.

The agent left us with a dangerous washing machine, which was a fire hazard as it would often move and block exits/entrances to the house.
A window which had a gap in it that could have been a security risk if anyone had a crowbar handy, was dismissed as good ventilation for the kitchen by John Blythe

Apologies for only being able to describe one member of staff as Northern Irish receptionist, but unfortunately I do not know her name. This woman is the rudest person I have ever encountered in a customer facing role and her patronising attitude is infuriating. This is the essence of my major issue with accomod8. If they were pleasant and apologetic when things went wrong, and didn\'t patronise and lie to you at every opportunity some mistakes with their housing might be forgivable. The problem is, is that once accomod8 have your money in their pockets they are entirely uninterested in your needs as a tennant, and that is the reason I have marked them as terrible above all else.
What agent could do to change your mind?
basically the antithesis of everything I have written above
Attached Files
Was this helpful? Yes
By: The accommod8 Team
Jan 03, 2014
Dear 'disappointedtennant',

We are sorry you have had a less than acceptable experience with accommod8.

We house over 800 tenants each year in our accommodation and the issues you describe certainly do not reflect the experience of the vast majority. These issues will be investigated as far as they can without the specific details of the property and tenancy.

We manage a large portfolio of student property and commit significant resources to ensure the standard of our accommodation and customer service meets expectations. We will examine the issues raised to ensure this informs our ongoing business review.

We endeavour to communicate our policies and procedures both in advance of accommodation being secured by tenants, during the formalities and throughout the tenancy. We are aware some of this important information is not always understood by those it is intended for.

We have an FAQs page on our website which provides a full outline of the tenancy commitment once a deposit is paid and also the more important terms of the tenancy such as rent payments, retainers and deposits. During the tenancy we advise and assist on various topics including how to leave to leave the property to get deposits returned.

Tenancy agreements and application forms are issued to prospective tenants at viewings to ensure they have time to check the terms before they make a commitment and pay a deposit.

To provide our customers with a route to raise problems with us we have a comprehensive complaints procedure which also outlines the steps our customers can take should they feel our response to their complaints has not been satisfactorily addressed.

The FAQs and Complaints Procedure can be found here

accommod8 is licensed and regulated by the Association of Residential Letting Agents (ARLA) and The Property Ombudsman (TPO). We are members of the Tenancy Deposit Scheme (TDS) requiring us to administer deposits following strict rules and procedures.

Our priority for 2014 is to improve our communications and increase the capacity for responding to and carrying out repairs and maintenance.

Thank you for bringing this matter to our attention, we are sorry you were disappointed with our service.

The accommod8 Team

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The Basement, 66 Mount Pleasant Liverpool
L3 5SD

0151 703 9355

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