We lived in the property for four years. We had a child after one and a half years of living there.
David Neilan were so slow to respond to requests for updates to the house. Various key issues, although flagged up were responded to by staff at Neilan with sympathy but we always had to chase them for follow-ups following a period of no contact from them. So often we just got bored chasing up and got to the point of accepting we were getting nowhere with them.
Two key things were: Heating. It was a cold house. One of the radiators didn\'t work. We had plumbers come and look and feed back info to David Neilan. Did DN get back to us? No. If they had got back to us even to say "sorry but the landlord has said he doesn\'t want to fork out the costs of installing new pipes / radiator" then that would have been vastly preferable to the complete lack of communication. This silence from DN drove us to despair.
There was also a sliding back door that was not secure. It had never been secure. We asked them to get it replaced at various points during our tenancy - especialy after our first child was born. It was going to cost alot. They said when finally we got an answer that because it had been like this when we arrived, then we essentially were happy to move in then, and why we be asking for change now. Then we got burgled through that door. Although they stole very little, it was hugely unnerving for us, and left us feeling very insecure. STILL there was delays getting the door replaced, although this was admittedly more an issue with the landlord.
Other points to note:
We were overcharged rent at the point of the tenancy ending with no apology for their mistake. They had "overlooked" the difference we had paid at the start of the tenancy.
Finally the deposit. When we moved out the agency inspected the property and wrote an email to us that this, that, and the other needed to be done, and they would deduct the costs for this from our deposit - which was most of the deposit. In this email there was no indication that we might want to dispute any of this, nor any mention of the deposit holding company. We did dispute fiercely their claims. We had literally spent a week cleaning the property before we left. Anyway I found out the deposit holding company and contacted them, and found that the tenants contact email address was one of the staff members at DN! When I asked the deposit holding company about whether this was "normal" or acceptable they said this was highly unusual and very bad practice. Essentially it meant that DN, had I not intervened could claim the deposit without needing our consent. What was more bizarre was that you would expect the staff member whose email address was put in the contact address for the tenant was not someone who had only worked at DN for around a year. They had not even worked there when we set up our deposit 4 years previously.
Anyway we ended up getting our full deposit back as they backtracked from their claims for work that needed to be done.
And thats the end of that - we went on to buy our own property - so glad to be free of these kind of people who esentially gave the impression that they just didn\'t care about tenants.
What agent could do to change your mind?
Read the above...