Steven Oates
Hertford, SG14
2.2/5, 12 reviews
42% recommended
100% sales valuation accuracy
100% sales fee satisfaction
67% lettings valuation accuracy
33% lettings fee satisfaction

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2020 Estate & Letting Agent Awards


“We had a property through these agents. They were fine ......”

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Apr 10,2013
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By: 'Tom Llewellyn-Jones'
Apr 10,2013
2 people found
this helpful
We had a property through these agents. They were fine whilst we were occupants but they have been appalling since.
They quoted us £190 to come out of our damage deposit for professional cleaning, which we agreed to, but then after it had been done told us it would be £300. Obviously they haven't produced the invoice for us, but I accept this could have been the cost; it just would have been nice to have been advised of this.
They have also failed to contact us once regarding how to get our damage deposit back. We have phoned repeatedly to be told time after time that ¢â‚¬Ëœno one from Lettings is available to take your call, but they will call you back ASAP.' The only times we have successfully spoken to someone from Lettings is when we have made contact, they have repeatedly said they will look at the situation immediately and call us back. As of yet, we have never had a phone call back.
We have now moved to new properties and after 2 weeks of being vacant from the old flat we still don't know how much they want from us, or how or when we can get back our money.
I have never had issues like this with other agents. Deposits have always been paid out within a matter of days. I am also aware that the agents' need to come to an agreement with the landlord's but for this to have still not happened, nor to be informed of what is taking place is absolutely unacceptable.
The last time I was able to get through to someone in Lettings (5 days ago) they were rude and dismissive about the situation, though in fairness other members of staff have been polite (if ineffective).
I have now had to guess at the amount and inform the DPS myself how much deposit we expect back and sincerely hope the agents agree to this. However I'm resigned to the situation that I probably won't hear a response for another couple of weeks.
If anyone from the company would like to dispute any of the above then I would welcome the dialogue with them, as phone calls clearly don't seem to be an appropriate form of contact.
I would urge people to think carefully before signing up with this company. I hope that ours is an isolated incident but I felt compelled to write honestly about our experience as I cannot possibly recommend them.
A seriously unprofessional and frustrating experience.
What agent could do to change your mind?
We had a property through these agents. They were fine whilst we were occupants but they have been appalling since. They quoted us ‚£190 to come out of our damage deposit for professional cleaning, which we agreed to, but then after it had been done told us it would be ‚£300. Obviously they haven't produced the invoice for us, but I accept this could have been the cost; it just would have been nice to have been advised of this. They have also failed to contact us once regarding how to get our damage deposit back. We have phoned repeatedly to be told time after time that ¢â‚¬Ëœno one from Lettings is available to take your call, but they will call you back ASAP.' The only times we have successfully spoken to someone from Lettings is when we have made contact, they have repeatedly said they will look at the situation immediately and call us back. As of yet, we have never had a phone call back. We have now moved to new properties and after 2 weeks of being vacant from the old flat we still don't know how much they want from us, or how or when we can get back our money. I have never had issues like this with other agents. Deposits have always been paid out within a matter of days. I am also aware that the agents¢â‚¬â„¢ need to come to an agreement with the landlord¢â‚¬â„¢s but for this to have still not happened, nor to be informed of what is taking place is absolutely unacceptable. The last time I was able to get through to someone in Lettings (5 days ago) they were rude and dismissive about the situation, though in fairness other members of staff have been polite (if ineffective). I have now had to guess at the amount and inform the DPS myself how much deposit we expect back and sincerely hope the agents agree to this. However I'm resigned to the situation that I probably won't hear a response for another couple of weeks. If anyone from the company would like to dispute any of the above then I would welcome the dialogue with them, as phone calls clearly don¢â‚¬â„¢t seem to be an appropriate form of contact. I would urge people to think carefully before signing up with this company. I hope that ours is an isolated incident but I felt compelled to write honestly about our experience as I cannot possibly recommend them. A seriously unprofessional and frustrating experience.
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By: Robert
Feb 29, 2016
Tom, bob I hear you. 2016 and nothing has changed...
By: Dan R
Nov 13, 2013
Hi Tom,

Your review has almost taken the words out of my mouth, I moved out of my flat on 25th October and have still not received my deposit back, I left the flat in excellent condition when I moved out so there are no issues there but Stephen Oates just don't seem to want to give me my money back. I keep emailing and phoning and they keep saying they will sort it out but nothing. I get the impression they think if they keep ignoring me I will go away. A previous estate agent that I rented from gave me my deposit within 3 working days of me moving out so I don't know what the problem is. They were excellent during my tenancy with any problems I had but they now treat me like they don't give a dam!
By: Steven Oates
May 28, 2013
Dear Tom,

I would like to take this opportunity to respond to the post you left, regarding our service on Google.

We are more than disappointed and bewildered to hear what you have to say given the time and dedication that we have spent in rectifying the situation that was caused by yourselves with our client.

Throughout your tenancy, and afterwards, we believe we have been nothing but professional.

You repeatedly state in your review that you are unable to speak to anyone in Lettings, and that no messages you leave are replied to yet I am more than aware of how members of staff have spoken to you and reassured you that we were trying to get an agreement from our Landlord regarding the deducible amount from your deposit. It wouldn't benefit us in any way to drag our heels on this issue. We were understanding on your urgency, yet were governed by our Landlord and then the DPS for timing. It wasn't our decision to make. I am sure you understand this.

On your Check Out, it was evident that the property was left in an uninhabitable condition. We went on to obtained quotes on your behalf (as you asked us to do for you) to get the property cleaned, which is something that is carried out by all departing tenants. The original quote was £190 but on the cleaners arrival they realised that a lot more work was needed to ensure that it was in a condition fit for the new tenants to move into the next day hence having to work through the night and early the next morning. This could be deemed as poor planning on your part but we did everything we could to help you. Given that time was not on our side, (as the new tenants were arriving the morning after your departure), we in hindsight should have made you aware that the cleaning cost would be higher once the cleaners had fed back to us about the extent of the clean needed. However if you wasn't happy for things to be done and carried out on your behalf, you should have taken responsibility for the state of the property yourself. We make it very clear in our tenancy agreements that any property is to be left in the same state as it is taken on in, wear and tear aside. The property was professionally cleaned before you moved in. The extent of mess and dirt that you left the property in is by far beyond wear and tear, and completely unacceptable. Ask yourself if you would have been happy being the next tenant in the property, having found it in that state? We have a duty to look after Landlords and Tenants alike. No Landlord should have to pick up the cost for the basic cleaning on their property, if it was given to the Tenant in a much better state-which we check before letting.

So that you are aware, we have been transparent in informing you that it took Steven Oates Lettings three weeks of negotiating with the landlady to release your deposit as she wanted to keep the entire amount, with the aim of still taking you to court for the rest of the cost in getting the sofa reupholstered (This is our Landlords choice, not ours.)

As a result we managed to negotiate with the landlady to accept a figure of £100 for the damage.

We are not interested in keeping or delaying peoples deposits. ALL deposits are held outside of our company, in the DPS-preventing issues like you have intimated.

The cleaning company that we used was ‘K L cleaning services’ who can be contact on 077784925234 or 01992536697 a copy of the invoice has been sent to you previously.

Your post on Google is untrue and wholly unjustified to the service that Steven Oates provided during and after your tenancy.

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Opening Hours
Address

Steven Oates
70 Fore Street
Hertford
Hertfordshire
SG14 1BY
01992 303300

Performance statistics
Services Valuation Accuracy Fees Satisfaction Min Price of property reviewed Max Price of property reviewed
Sales 100% 100% £300,000 £300,000
Lettings 67% 33% £600 £1,400
Review statistics
From Landlords From Tenants From Vendors From Buyers Other
1 2 1 4 2 0 0 1 1 0
Areas covered
Services offered
  • Sales
  • Lettings
  • Block Management
  • Surveys
  • Conveyancing
  • Mortgage Advice
Members of
ARLA
Latest Properties

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“… a hell of a journey, or a journey through hell?...”

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Jul 25,2020
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By: 'Matthias Hillner'
Jul 25,2020
0 people found
this helpful
When entering my second one-year managed let agreement with Stephen Oates (SO), I did so following their claim that they have taken references and that my tenant was employed FT by Enfield Council (point 1). But SO repeatedly refused to share the references with me, which ...
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“Professional, proactive and productive. Than......”

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Sep 25,2019
Minithumbup
By: 'Chris Ord'
Sep 25,2019
0 people found
this helpful
Professional, proactive and productive. Thank you to all the team at Steven Oates. A massive thank you to Sam who kept us up to date throughout the process....
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“I have no complaints...”

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Apr 12,2018
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By: 'Mark'
Apr 12,2018
0 people found
this helpful
I can honestly say I had no real issues with the letting team at Steven Oates - Hertford when they managed the a property of mine. Only thing is their appointed contractors did seem a little expensive when required to go in and do the ...
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Comment on agent fees
They were competitive
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“Absolutely appalling service, we have used Steven Oates for one ......”

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Jan 08,2018
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By: 'Katie'
Jan 08,2018
4 people found
this helpful
Absolutely appalling service, we have used Steven Oates for one of our rental properties and have had nothing but agro with them. Simon has a complete lack of professionalism, doesn't reply to emails for days/weeks, and generally does not care if you are a ...
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“If you'd like to waste countless hours of your time ......”

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Nov 09,2017
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By: 'Claud Hamilton'
Nov 09,2017
0 people found
this helpful
If you'd like to waste countless hours of your time chasing actions, be constantly provided incorrect information and generally ripped off at every angle then this is the rental agency for you. After living in multiple places in both the UK and the United States ...
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Comment on agent fees
Fees are overpriced. Especially checkout fees when managed by in-house staff on unfurnished properties.
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“Like another's reviewer I only gave one star because couldn't ......”

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Nov 07,2017
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By: 'Bruce Wayne'
Nov 07,2017
0 people found
this helpful
Like another's reviewer I only gave one star because couldn't give zero....I am not sure how Steven Oates are still in business, they are rude, untrustworthy, charge a premium, give no service, have no ethics and leave it up to the buyer and seller ...
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Comment on agent fees
N/a
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“We rarely write reviews, but felt compelled to as we ......”

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May 10,2017
Minithumbup
By: 'Happy Customer'
May 10,2017
1 people found
this helpful
We rarely write reviews, but felt compelled to as we have been really pleased with Steven Oates. Having recently bought and sold through them, we can and have recommended them. Through the process, which always seems to take longer than it should, they were always ...
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“Only giving one star because I cannot give none! Arranged ......”

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Apr 10,2017
Minithumbup
By: 'Hertford Resident'
Apr 10,2017
0 people found
this helpful
Only giving one star because I cannot give none! Arranged a viewing on a property nearly two weeks in advance due to it being an open day event. Did not receive confirmation of the viewing as advised. Had to chase up on the day of ...
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“As a landlord I am very disappointed with the level ......”

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Feb 29,2016
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By: 'Disappointed landlord'
Feb 29,2016
3 people found
this helpful
As a landlord I am very disappointed with the level of service. Other than process the payments the fully managed fee counts for nothing. Issues with both property are raised and said to be dealt with but remain. Communication poor. Make out as if the ...
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“From the very start, Steven Oates had proven themselves to ......”

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Sep 04,2014
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By: 'Tom'
Sep 04,2014
6 people found
this helpful
From the very start, Steven Oates had proven themselves to be incompetent, unprofessional, lying estate agents. Please note: the end of this review reveals the extent of the illegal practice of this company. The first instance was them giving me and my fiancƒÂ© incorrect directions ...
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What agent could do to change your mind?
Find another industry to work in.
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“I have recently movedd out of a property managed by ......”

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May 02,2014
Minithumbup
By: 'Florence'
May 02,2014
0 people found
this helpful
I have recently movedd out of a property managed by Steven Oates and although it wasnt the best property I had ever lived in the customer service skill of the agents were great and helped ease the stress of what was a very difficulty transitional ...
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“We had a property through these agents. They were fine ......”

Share on :
Apr 10,2013
Minithumbdown
By: 'Tom Llewellyn-Jones'
Apr 10,2013
2 people found
this helpful
We had a property through these agents. They were fine whilst we were occupants but they have been appalling since. They quoted us £190 to come out of our damage deposit for professional cleaning, which we agreed to, but then after it had been done told ...
read full review
What agent could do to change your mind?
We had a property through these agents. They were fine whilst we were occupants but they have been appalling since. They quoted us ‚£190 to come out of our damage deposit for professional cleaning, which we agreed to, but then after it had been done told us it would be ‚£300. Obviously they haven't produced the invoice for us, but I accept this could have been the cost; it just would have been nice to have been advised of this. They have also failed to contact us once regarding how to get our damage deposit back. We have phoned repeatedly to be told time after time that ¢â‚¬Ëœno one from Lettings is available to take your call, but they will call you back ASAP.' The only times we have successfully spoken to someone from Lettings is when we have made contact, they have repeatedly said they will look at the situation immediately and call us back. As of yet, we have never had a phone call back. We have now moved to new properties and after 2 weeks of being vacant from the old flat we still don't know how much they want from us, or how or when we can get back our money. I have never had issues like this with other agents. Deposits have always been paid out within a matter of days. I am also aware that the agents¢â‚¬â„¢ need to come to an agreement with the landlord¢â‚¬â„¢s but for this to have still not happened, nor to be informed of what is taking place is absolutely unacceptable. The last time I was able to get through to someone in Lettings (5 days ago) they were rude and dismissive about the situation, though in fairness other members of staff have been polite (if ineffective). I have now had to guess at the amount and inform the DPS myself how much deposit we expect back and sincerely hope the agents agree to this. However I'm resigned to the situation that I probably won't hear a response for another couple of weeks. If anyone from the company would like to dispute any of the above then I would welcome the dialogue with them, as phone calls clearly don¢â‚¬â„¢t seem to be an appropriate form of contact. I would urge people to think carefully before signing up with this company. I hope that ours is an isolated incident but I felt compelled to write honestly about our experience as I cannot possibly recommend them. A seriously unprofessional and frustrating experience.
Attached Filesnbsp;
Was this helpful? Yes
By: Robert
Feb 29, 2016
View all comments (3)
Tom, bob I hear you. 2016 and nothing has changed... ...
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Awards won by Steven Oates, Hertford SG14 1BY


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