KFH were a toxic combination of sharp dealing, negligence and incompetence (when it suited them).
Sharp dealing: KFH recommended an 18 month lease with a break option at 12 months even though we told them we would only be away one year (and therefore letting the property for one year). KFH did not tell us they would deduct (and keep) the letting fee for the full 18 months even if we exercised the break option to terminate the lease at 12 months. That information was buried in fine print which KFH provided after we\'d signed on. KFH also recommended a large number of utterly unnecessary electrical works following the required inspection. It took a week\'s worth of correspondence to establish that the thousands of pounds of work suggested was just something we might like to think about - rather than something that was required (or even of any importance).
Negligence: KFH drafted an incomprehensible break clause (and I am a lawyer) and then were negligent in the manner they served the notice, so it was not legally compliant with the very clause they drafted. This was after I pointed out their first try at serving the notice was not compliant. We took specialist legal advice which confirmed KFH\'s negligence in serving notice. If our tenants had not vacated the property willingly we would not have been able to rely on KFH\'s notice to evict them.
Incompetence: KFH failed to note a number of breaches of the terms of the lease on their (late) inspection of the property (eg a satellite dish affixed to the house, our entire rose garden being cut down etc). KFH were also unable to comprehend that our mailing address was not in fact the address of the property were we letting, with the effect that the shoddy check-in report was sent to the let property and therefore we had no opportunity to object to their ship shod report. When the tenants broke a number of appliances, KFH would tell us we needed to pay for the repairs when the tenants were in fact responsible and there were specific provisions in the lease stipulating the tenants\' obligations.
On top of all of their professional incompetence, they were also rude and unpleasant to deal with. I would note, however, one of the property managers (Elsbeth) was neither rude nor unpleasant in contrast to the lettings team at Surrey Quays (Sarah and Lucy).
What agent could do to change your mind?
Had KFH not been negligent in drafting the lease and serving the break notice, had KFH not duped us (or tried to dupe us) into unnecessary fees and had KFH not demonstrated consistent incompetence, would not have such a dim view of them. I wouldn\'t particularly care that KFH were rude had they been able to do their job.