0% lettings valuation accuracy
61% lettings fee satisfaction
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Apr 15,2014
Apr 15,2014
7
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this helpful
this helpful
I am quite surprised by the way their Cardiff flats are managed. From the very beginning, and after the contract signing with their previous agent (let-find only), problems appeared. These should have been dealt with way before advertising the property, especially that they are not so big:
1- The broken window curtain in the bathroom, many blown out bulbs, and, most important, the broken down washing machine programming knob shaft rendering the whole device inoperable. My mistake, of course, is that I did not discover the knob was broken before signing. They made me fill in a useless repair form and take some photographs to send them. The employee named K. who corresponded by e-mail could not be bothered to type his full name or look at the rest of the e-mail attachments, only to ask me to send the photos. I told him to check my e-mail again. To be fair, he was sorry, although he continued to sign K. I phoned the company afterwards to see their repair plans, only to tell me that they were waiting for the inventory, which the agent has not shown to me then. So, I went to the agent without an appointment, only to discover that the inventory was ready for me to sign. After about ten days, Crystalight sent a guy who could only fix the small stuff and were clearly hoping that the washing machine issue did not require a specialist. So, another week gone without washing, despite the fact that I had sent them a clear photo of the broken knob shaft about 10 days earlier when I moved in. The whole washing machine issue took 17 days (from checking in) to be sorted.
2- The deposit. I cannot believe how can they let their agent act the way he did. Two months after checking in, the deposit had not been submitted. Crystalight gave me the deposit number when I asked them and when I checked the status online, it was "Inactive" and "Awaiting Payment". Their agent only told me in an e-mail "Will check", only to ignore me for a few more months until it was time to sign a new 6 month contract. He told me a story of some other tenant being allocated a double-bond in the DPS and that the DPS should sort it out themselves. Month after month, still nothing. Crystalight told me they tried to contact the agent but did not respond, only to advise me afterwards to seek legal action against the agent. I then went to the agent myself and he phoned the DPS in front of me then told me the same (truly believable) story about the double-bond and it will be sorted soon. I sent an e-mail to the DPS telling them what he told me. To my surprise, they responded to me in an e-mail basically saying (implicitly) that non-of this is true. I forwarded this to the agent. After angrily phoning the agent afterwards, surprise, surprise, the payment was submitted. This gives a good idea how Crystalight cares for its reputation, especially that I am the one chasing their agent whom I later discovered (online) that he and (any other agents) had complete control over the bond allocation process. To be fair, I noticed they changed the agent after a couple of months, but....see the next and final problem.
3- At check-out. One month before check out, I noticed that the water meter cabinet in the communal area was locked, unlike the electricity meter. I phoned Crystalight and their new manager told me everything will be sorted at check out. Not surprisingly, nothing had been done to get the cabinet key. Their new agent, whose manager is always on the phone or busy doing something (useful for tenants) made up a story that he (the agent) contacted the building managment company who will send them the key, then made up another story that the key was sent to Crystalight by mistake. Crystalight, unsurprisingly, denied anything was sent. I e-mailed the building management company myself. They responded and denied anyone contacted them about any key. They advised me that the front door key also opens the cabinet. So basically, the new agent turned out to be a liar (I have the e-mail from the building management company). Crystalight manager could not seem to be bothered at all. And now, the laughing bit which no one at the time seemed to know: Neither me nor my new neighbour (before I checked out) were given the front door key at check-in. We could only enter the building using the electronic key code. Plus, the key cylinders were clearly of a different size. In the end, the water company gave me an estimated bill based on a previous one, only for me to discover that they know the building and have the key and could have helped me if I had phoned them way before check-out. I must mention that I tried to let the management company open the cabinet for me through their cleaners but a very bright call centre employee nearly accused me of planning a heist (may be on the empty flat I just checked out from). A side note: being a foreigner in the UK, I had no idea that being open and honest could potentially get me into trouble, just for wanting to take my water meter reading in a communal building area after seeking permission from a management company who does not know that previous tenants, the postman and the water meter man all know the key code.
Final note: I have not been given any check out inventory or documents to sign, although, I got back the full amount of the deposit after about 21 days (from check-out) of constant e-mails and phone calls between me and Crystalight, the new agent and the old agent. The phone calls were just because my e-mails were somewhat hard to read (or may be ignored?).
1- The broken window curtain in the bathroom, many blown out bulbs, and, most important, the broken down washing machine programming knob shaft rendering the whole device inoperable. My mistake, of course, is that I did not discover the knob was broken before signing. They made me fill in a useless repair form and take some photographs to send them. The employee named K. who corresponded by e-mail could not be bothered to type his full name or look at the rest of the e-mail attachments, only to ask me to send the photos. I told him to check my e-mail again. To be fair, he was sorry, although he continued to sign K. I phoned the company afterwards to see their repair plans, only to tell me that they were waiting for the inventory, which the agent has not shown to me then. So, I went to the agent without an appointment, only to discover that the inventory was ready for me to sign. After about ten days, Crystalight sent a guy who could only fix the small stuff and were clearly hoping that the washing machine issue did not require a specialist. So, another week gone without washing, despite the fact that I had sent them a clear photo of the broken knob shaft about 10 days earlier when I moved in. The whole washing machine issue took 17 days (from checking in) to be sorted.
2- The deposit. I cannot believe how can they let their agent act the way he did. Two months after checking in, the deposit had not been submitted. Crystalight gave me the deposit number when I asked them and when I checked the status online, it was "Inactive" and "Awaiting Payment". Their agent only told me in an e-mail "Will check", only to ignore me for a few more months until it was time to sign a new 6 month contract. He told me a story of some other tenant being allocated a double-bond in the DPS and that the DPS should sort it out themselves. Month after month, still nothing. Crystalight told me they tried to contact the agent but did not respond, only to advise me afterwards to seek legal action against the agent. I then went to the agent myself and he phoned the DPS in front of me then told me the same (truly believable) story about the double-bond and it will be sorted soon. I sent an e-mail to the DPS telling them what he told me. To my surprise, they responded to me in an e-mail basically saying (implicitly) that non-of this is true. I forwarded this to the agent. After angrily phoning the agent afterwards, surprise, surprise, the payment was submitted. This gives a good idea how Crystalight cares for its reputation, especially that I am the one chasing their agent whom I later discovered (online) that he and (any other agents) had complete control over the bond allocation process. To be fair, I noticed they changed the agent after a couple of months, but....see the next and final problem.
3- At check-out. One month before check out, I noticed that the water meter cabinet in the communal area was locked, unlike the electricity meter. I phoned Crystalight and their new manager told me everything will be sorted at check out. Not surprisingly, nothing had been done to get the cabinet key. Their new agent, whose manager is always on the phone or busy doing something (useful for tenants) made up a story that he (the agent) contacted the building managment company who will send them the key, then made up another story that the key was sent to Crystalight by mistake. Crystalight, unsurprisingly, denied anything was sent. I e-mailed the building management company myself. They responded and denied anyone contacted them about any key. They advised me that the front door key also opens the cabinet. So basically, the new agent turned out to be a liar (I have the e-mail from the building management company). Crystalight manager could not seem to be bothered at all. And now, the laughing bit which no one at the time seemed to know: Neither me nor my new neighbour (before I checked out) were given the front door key at check-in. We could only enter the building using the electronic key code. Plus, the key cylinders were clearly of a different size. In the end, the water company gave me an estimated bill based on a previous one, only for me to discover that they know the building and have the key and could have helped me if I had phoned them way before check-out. I must mention that I tried to let the management company open the cabinet for me through their cleaners but a very bright call centre employee nearly accused me of planning a heist (may be on the empty flat I just checked out from). A side note: being a foreigner in the UK, I had no idea that being open and honest could potentially get me into trouble, just for wanting to take my water meter reading in a communal building area after seeking permission from a management company who does not know that previous tenants, the postman and the water meter man all know the key code.
Final note: I have not been given any check out inventory or documents to sign, although, I got back the full amount of the deposit after about 21 days (from check-out) of constant e-mails and phone calls between me and Crystalight, the new agent and the old agent. The phone calls were just because my e-mails were somewhat hard to read (or may be ignored?).
What agent could do to change your mind?
Be more professional and caring, especially if the tenant is paying on time without any delay. Also, choose the agent wisely.Attached Filesnbsp;
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18th Feb 2021
reviewed by 'Jason'
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Opening Hours
Address
Crystalight Ltd
251/253 Wells Road
Malvern Wells
Worcestershire
WR14 4JF
01684 580 858
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Lettings | 0% | 61% | £405 | £700 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 0 | 0 | 16 | 14 | 0 | 0 | 0 | 0 | 1 | 1 |
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Feb 18,2021
Feb 18,2021
9
people found
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Currently renting a flat that they manage. Myself and other residents in the building all complain about the resident/s in the basement flat that constantly smoke weed inside. It makes the whole building stink of weed and it comes into your own flat. (I’...
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Feb 23, 2022
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*** Update - Crystalight Ltd have deleted all of their social media and google platforms, so you can’t see any reviews/complaints. I have since been found in favour and won my deposit back through the deposit protection scheme. After an adjudicator found Crystalight to be going against their tenancy agreement with me. They even argued with Cheltenham council over council tax when I left a day early. When I spoke to Cheltenham Council on the phone he looked to see who my landlord was and said � ...
Aug 31,2020
Aug 31,2020
8
people found
this helpful
this helpful
Wouldn't recommend to my worst enemy. They think it's perfectly acceptable for damp and mould to grow in the property and blame it on the tenants. They use cowboy builders to make it look like the work has been done when they know the council ...
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Aug 27,2020
Aug 27,2020
3
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Just in case anyone is swayed by five star reviews in 2017 the company were offering the chance to win a £50 voucher in exchange for positive comments. I can confirm as a current tenant that the more recent reviews are 100% accurate....
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Apr 20,2020
Apr 20,2020
9
people found
this helpful
this helpful
Shocking management from a particular employee, rude, unhelpful and lazyand definiately not suitable for the job, communication only seemed to occur on his terms and when needed ... severly disappointing... unfortunately this company seems to have drifted away from customer satisifaction and steered more towards ensuring ...
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Aug 27, 2020
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Wouldn’t recommend to my worst enemy. They think it’s perfectly acceptable for damp and mould to grow in the property and blame it on the tenants. They use cowboy builders to make it look like the work has been done when they know the council plan to inspect the property. The current property I’m in has had a leak they’ve been aware of for over a year and only now have made an attempt to “fix” it.
They also falsified the fire safety sheet to save them having to go to the property w ...
Nov 01,2019
Nov 01,2019
5
people found
this helpful
this helpful
Dan is not a very nice person. Rude, unreliable responses and unaccommodating. He failed to resolve a leak in my roof for an entire year. paid a checkout fee when moving in to the property and clearly nothing has been done with it....
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Oct 23,2018
Oct 23,2018
5
people found
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this helpful
Our managing agent Dan Appleton is shockingly bad at managing our property. The first year Sharon was our managing agent and she was brilliant. Since Dan has taken over we have had a number of problems. We have had no TV signal for 4 months and ...
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Oct 24, 2018
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Dear Reviewer,
We thank you for your time in submitting this review and bringing this to our attention. We understand that you must be feeling extremely frustrated with your property maintenance issues. We are a landlord and not a Lettings Agency. All our team members are trained and knowledgeable and if further training is required then please be assured that we use negative reviews such as yours as a tool to better our service and move to grow forward positively. Communication with our tenant ...
Jun 08,2018
Jun 08,2018
1
people found
this helpful
this helpful
Samantha Tolley was excellent. She was always helpful, prompt & efficient and I felt she had my best interests at heart; she was a pleasure to deal with!...
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Aug 19,2017
Aug 19,2017
5
people found
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this helpful
DON'T DO IT!!! Horrendous year from start to end.....the place was disgusting when I moved in and I had to clear it all, clean It, wait over a month for new carpet to be laid as it was stinking dirty. Then when I moved ...
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Aug 04,2017
Aug 04,2017
0
people found
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I continue to be delighted by Sharon's care and attention to her duties. She always answers emails promptly and deals with issues that arise without delay. Sharon is a credit to Crystalight and she is always a pleasure to speak to. Many thanks Sharon for ...
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Aug 14, 2017
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Thank you for the lovely comments we really appreciate them. ...
Jul 27,2017
Jul 27,2017
0
people found
this helpful
this helpful
Both Sharon and Sam have been great! They listen, hear, understand and action. Both are a pleasure to deal with and I'm glad they're on the end of the phone!
Thank you both :-)...
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Aug 14, 2017
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Thank you for the lovely comments we really appreciate them. ...
Jul 26,2017
Jul 26,2017
0
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Myself and my partner have both found the new agent is easy to contact compared to previous one, which is a massive positive. Whenever we have had an issue we usually email and receive a reply within 24 hours and usually in the response a solution ...
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Aug 14, 2017
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Thank you for the lovely comments we really appreciate them. ...
Jul 25,2017
Jul 25,2017
0
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this helpful
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Matt is a very helpful agent, I would highly recommend him to any tenant. Very professional and he would help you with any enquiry about a property....
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Good
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Jul 25, 2017
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Thanks, Richard, I'm so pleased you found us helpful, particularly Matt. We work hard to make sure every tenant receives personal attention, quick responses and, of course, the best possible property management service. ...
Jul 25,2017
Jul 25,2017
0
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Excellent and prompt service to any issues raised and also for areas raised on quarterly inspections very proactive service provided...
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Jul 25, 2017
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Thank you for your comments - we aim to provide a consistent and realistic property management service, please be assured of our continued attention. From all the Crystalight Team ...
Jul 25,2017
Jul 25,2017
2
people found
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this helpful
I am not sure. We arranged to rent our flat fairly quickly after the first viewing with Crystalight. However, they still had plenty of time to sort things out before we moved in but instead decided to do their inspections last minute and had repairmen ...
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Comment on agent fees
You have to pay a fee every year to renew your tenancy. There is no need to renew a tenancy every year and this is clearly something Crystalight do to charge unnecessary fees.
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Jul 25, 2017
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Thank you for your review we use these as tools for training and to improve our services. We are a small team and certainly apologise if you have not had a response in the timeframes you would expect. Samantha is the property manager for a number of properties in Malvern and Sharon for the Worcester properties - we help each other at busy times where we can but this will give you a reason for what you may feel is sloppiness, this is by no means an excuse. We will work on this and make steps to i ...
Jul 25,2017
Jul 25,2017
0
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I could not ask for a better property manager to deal with than Matt, he always responds to emails quickly and is great and communicating with me to let me know what's going on....
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Aug 14, 2017
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Thank you for the lovely comments we really appreciate them. ...
Jul 25,2017
Jul 25,2017
0
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Crystalight are an excellent management company. Since moving into Nicol Court in March they have been extremely helpful and sent us all the documents we needed the day before we moved in which helped to prepare us. They send regular email updates and answer any ...
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Good
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Aug 14, 2017
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Thank you for the lovely comments we really appreciate them. ...
Jul 25,2017
Jul 25,2017
0
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I've lived in your property at 10 heol staughton and am delighted with the service I have received from Sharon. Nothing is too much trouble and she always keeps her promises....
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Comment on agent fees
always very helpful
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Jul 25,2017
Jul 25,2017
0
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Sharon has always been promp in responding to emails. In addition she is respectful and gives attention to detail. She has established a maintenance schedule which appears to be a permanent arrangement resulting in an improved appearance of the communal areas. We offer the suggestion ...
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Comment on agent fees
The initial fees are excessive.
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Aug 14, 2017
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Thank you for the lovely comments we really appreciate them. ...
Jul 24,2017
Jul 24,2017
0
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Since Sharon has taken over as property manager for Crystalight she has been a god send! She is always available, friendly and professional. Any issues she's been on the case to get it resolved, recently within 24 hours!...
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Jul 25, 2017
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Thank you for your kind words - rest assured we are always on the end of the phone ready to sort out your property management issues! ...
Jul 24,2017
Jul 24,2017
0
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Since Sharon took over as the manager for my property there has been a marked improvement in responses and in the speed that issues have been fixed.
Issues that I raised in my first week of moving weren't fixed for months but were dealt with ...
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Jul 25, 2017
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Thank you for your comments - we are pleased that we have shown you that we can make amends for items that should have been done for you in the past and reassure you of a professionally led managed property service for your future tenancy. ...
Jul 24,2017
Jul 24,2017
0
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I have been with Crystalight for years. Over 6 I believe.
Matt Is truly an asset yo the team. Never have I had a dialogue and interaction with a lanlords or property management company as helpful as him. He is attentive, honest, hard working reliable and ...
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Good
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Jul 25, 2017
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It is always a pleasure when our tenants recognise the hard work that has been put in and Matt is a recognised asset to the team - we continue our efforts and remain proactive. With thanks. ...
Jul 24,2017
Jul 24,2017
0
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Since moving in Shannon has been a pleasure to communicate with, is always cheerful, polite and punctual with her communication with us !...
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Aug 14, 2017
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Thank you for the lovely comments we really appreciate them. ...
Jul 24,2017
Jul 24,2017
0
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this helpful
this helpful
Matt is conscientious, enthusiastic and very helpful . He always responds to enquiries in a timely manner . He was at one point the only agent as others had left and he appeared to keep himself together whilst under enormous pressure ....
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Comment on agent fees
Ok
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Jul 24,2017
Jul 24,2017
0
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Sam is brilliantly helpful with all situations that she's presented with and although I've only met her in person once she has a great personality and seems like an overall great person....
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Comment on agent fees
Good
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Aug 17, 2017
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Thank you for the lovely comments we really appreciate them ...
Jul 24,2017
Jul 24,2017
0
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this helpful
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Since Samantha joined the Crystalight team we've noticed much more activity from the agency around the property such as monthly fire drills or completing the outstanding flat inspections. The enquiries also seem to be sorted quicker than before, although there are still some problems with ...
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Jul 25, 2017
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Thank you for your honest comments - Sam is an asset to the team here and she continues to work hard to make the improvements needed - we appreciate your patience as we work to put the key maintenance items in place for the benefit of all residents. ...
Jul 22,2017
Jul 22,2017
1
people found
this helpful
this helpful
I was surprised to see some negative reviews as I have had great service as a tenant and even in an emergency I was dealt with professionally and within 24 hours ! Thanks to Sharon and Matt - I highly recommend...
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Jul 14,2017
Jul 14,2017
2
people found
this helpful
this helpful
I was sceptical at first when I rented a home from Crystalight at the start of the year due to previous reviews that I had heard - The staff at Crystalight are all new and they have been professional and organised and I have no ...
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Comment on agent fees
Good only £180 per person
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Aug 17, 2017
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Thank you for your lovely comments we are glad to hear you are happy ...
Nov 11,2016
Nov 11,2016
5
people found
this helpful
this helpful
The worst thing since trump. Never have I imagined a more unprofessional company. I recently moved into a newly build student home which I was told would be finished completely for the beginning of the semester, 2 months on and it's still not finished. crystalights attitude ...
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Comment on agent fees
Very overpriced
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Oct 17,2016
Oct 17,2016
5
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this helpful
Needless to say we will not be going anywhere near this letting agent again!
Upon moving in we found that everything that was promised to be fixed WASNT! - this included a massive amount of mould in the bedroom and large water mark on the ...
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Aug 07,2016
Aug 07,2016
9
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this helpful
Avoid at all costs.
I have never known such an incompetent company, the way they manage their properties is appalling.
We have had numerous problems with damp during our tenancy with them and time after time they have failed to act on them.
On countless ...
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What agent could do to change your mind?
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No fees information available
Kindly note that legally, letting agents need to publish information about their tenancy fees, government-approved redress schemes and client money protection schemes on their website and on third party websites (on which agents are listed). For properties to lease/rent in England, agents need to keep this information up to date and precise on allAgents or specify within the property description.
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