Disappointed at every step.
We were charged a ridiculous amount for admin fees and references (which we then had to chase ourselves as Cambridge did not respond to any calls, emails, or voice messages).
2 weeks into the tenancy we were contacted, by another agency, and informed that the property had been put up for sale and we would need to move out in 5 months. We called Victoria to question why we had been lied to and how our details had been handed over without our permission. She failed to understand our grievance, was definitely aware that the flat was being sold but did not for a second offer any explanation as to why it was a different agency that informed us (our tenancy was still being handled by them, the sale was going through another agency), she refused to contact the other agency to aid us (we all work full time and office hours clashed which meant we were constantly missing the other agents). She was, in short, dismissive, unapologetic and unhelpful.
Now the tenancy;
We reported faults with the property on 3 separate occasions and after leaving voicemails, sending emails and putting in requests to be called back all of which were ignored, we eventually had to go down in person to the office as we had been without hot water for 2 weeks and were getting seriously angry at being ignored. We were fobbed off by victoria onto Ben the \'property manager\'. We reported the lack of hot water, damp and a couple of other more minor problems with the flat and he assured us he would get someone out to look at them ASAP.
We called back the week after as workmen had not materialised and he had the nerve to lie, saying that a workman had tried to contact one of us but had had no answer, questioned as to why the imagined workman had not tried the other 2 tenants we were lied to again (different this time) and told that he had tried every one of the 3 tenants but had not been able to get an answer. (Unless all 3 of our phones were temporarily shifted to another dimension I find it unlikely we would all have missed this non-existent call without any trace on our phones).
Later in the tenancy we received word that the owner was struggling to find a buyer, we were sent a letter saying that there was the option to renew our contract and so avoid having to move out of a flat we loved. My housemates and I did consider Cambridge and the continuation of contact with them but decided that we would like to stay on. We could not tolerate another lengthy wait for Victoria to contact us and so went into the office. We were told that it should be no problem to continue living there and it was a formality. Having received the good news we left thinking we could stay for at least another 6 months. We chased Victoria for confirmation roughly a week later and after an additional week of waiting rang and actually got through! We were then told \'the landlord didnt go for it, he still hopes to sell\'. Again, unapologetic and unhelpful to the last.
We got to the end of our tenancy following 2 months of cold water and are now awaiting our deposits, funnily enough-though Cambridge do not have any direct access to the money- we are yet again being ignored via phone and email.
I would avoid this agency at all costs.
What agent could do to change your mind?
Actually respond to complaints/problems, be honest in your dealings and try to understand that the prospect of having to move is not a pleasant one.