Where to start? here are just a few things -
I decided to move out of and rent out my property, being new to the market and unsure who to use hearing good and bad reviews everywhere, i believed that Haybrooks were established and therefore must be able to provide a reasonable service.
I was given achievable rent income amounts but for a few weeks got no interest, i dropped the rental by £90/month and secured a tenant.
The tenancy wasn\'t even a month old before i started to run into problems with their property management team, failure to return calls or emails and a complete lack of understanding about what they were doing, they simply passed the buck.
Firstly - Replacement Door -
I arranged for the purchase of a new UPVC door and advised them that this would require fitting, i was quoted £70+vat which i saw as acceptable, the door was hung but not sealed and as such there was water intrusion, after a month of calling regularly and escalating the matter i was eventually told in an email from \'Amy Gill\' their \'Customer Service Operations Manager\' that their contractor (Jeeves) would go out and finish the job.
Despite chasing I heard nothing else about this until November until an amount of £128.00 was deducted from my rent payment without any warning and without an invoice, when queried i was told this was for the door fitting, so it took them 5 months to deduct the funds and they took too much - at 1st May i still have not got this back.
Rental Payments -
The rent was supposed to be paid by standing order but they never bothered to set this up, they took no care or attention to ensure payments were made and when a few payments were late no action was taken and when questioned i was simply told they \'don\'t ensure payment is made and accept no responsibility for any consequences but just chase when it is overdue\' - this is true, it is in the agreement but what am i paying for? i can chase rent myself.
Issues with the Tenant -
It transpired that i found that the tenant had a dog with them in the property without consent and not on the rental agreement and that the tenant was smoking in the property, when raised with the property team they just told me that "i was stuffed and there is nothing i can do apart from move to end the tenancy through the court but given that its not that serious the judge probably wont kick them out anyway".
This and many other issues continued until January when i discontinued Haybrooks services citing that they had failed to adhere to their own terms of business, these issues still remain unresolved and unanswered in any was of resolution and have now giving the tenant their Section 21 i have received a bill from Haybrooks for \'remainder of the agreement and 12 months upfront\' - strange given that they have been advised that the tenancy is coming to an end, i was assured by Danielle Campbell in the property management team that if "i pay their bill in full they would refund the difference when the tenant leaves" - yeah right, i advised the bill was issued at the \'fully managed\' price and so requested an invoice at \'let only\' for the remainder of the agreement (4 months) minus a discount for all the hassle and aggravation i have had to endure while dealing with them and doing their job for them and i would issue payment.
A week later i was in receipt of a letter from their debt recovery agents asking for payment of the invoice in full, from invoice to debt recovery in one week even after raising a query on the amount charged? impressive, i advised that the invoice is incorrect and they have referred the matter back to Haybrooks.
I have now been asked to pay a lower amount reflective of \'let only\' but still for agreement + 12 months so still wrong, the amount for the remainder of the agreement is minimal but the fact that i have had such poor service and still have not had money stolen from me returned i begrudge paying anything.
The saga continues, but i can safely say that anyone thinking of having any dealings with Haybrooks or any part of the \'Spicer Haart\' group should avoid them at all costs.