“OMG, run if you still can.This is the worse ......”
1 Star Review
Apr 30,2014
By:
'Diana'
Apr 30,2014
Branch: London, 251 West End Lane
Services: Lettings (as a Tenant)
Would you recommend?: No
Postcode: NW3
Branch: London, 251 West End Lane
Lettings (as a Tenant)
Postcode: NW3
8
people found
this helpful
OMG, run if you still can.
This is the worse service I've ever had in my life. The agents are rude and absolutely careless.
I've been living in my flat for a year now.
The first day I moved into my flat, there was dust everywhere, due to refurbishment works done before my arrival, dust on the floor you could see your footprints. Noticed also a bunch of things the previous tenant left in the flat, some brushes and tools that the workers left too and the decoration of the walls that weren't ready but for that I was advised in advance.
So I contact the agency to tell them that the flat is not clean, because for me dust from work where you can see foot marks on the floor is not a clean flat. It is not my problem if they couldn't sort the work on the flat earlier or that dust particle stays in the air, the flat has to be clean when moving in, it's like going to a hotel room, they are not going to tell you sorry we did not have time to change the sheets so diy. Moving in is tiring, but moving in and cleaning the mess other people left before settling in is annoying. And then as you can see below, the previous tenants things left in the flat, they are telling me to go to a charity shops and get rid of it? Are they serious? I am moving into my new flat, do your job! For the walls it took 2 month for the decoration. And what does the inventory clerk do, normally check the flat, my windows were celled didn't notice that?!!!
Dear X.
Thank you for your email.
I am not sure if my colleague explained to you what works will be carried out before you can move into the property. The property had to a have damp course carried out, and that involves taking the plaster off to a high of at least 1m, inject the walls and re-plaster.
The plaster needs to dry out, and we can only paint this with 1 coat of paint (water proof emulsion) after 8 weeks.
The works have been finished on Thursday evening, and the works involved load of dust, and rubble to be taken out.
I have inspected the works- before the cleaners have attended on Friday around lunch time.
However- even them cleaning everything over and over- due to the dust that is in the air- it will need a at least 1 weeks to settle properly.
I have checked with the inventory clerk who has advised that the flat was clean.
With regards to the items left behind- this all belongs to the previous tenant, non of this belongs to the Landlord, therefore should you not needs this- please feel free to dispose it, or give this to a charity shop. With regards to the window in the living room I shall arrange for a contractor to attend tomorrow to ensure you can open this and vent the flat accordingly.
They will collect keys from our office in case you cannot be present. Any further enquires please do not hesitate to contact me.
Regards
That is just a small starter...
Where is the gas meter? Ok I got the info but the box is closed, do you have a key for it? Really?
Answer :
Dear X
The white box can be open with a plastic key (gas key), any convenient store, or DIY store would have that , it would cost approximately £ 0.50
Another one :
Hello ...,
I hope you are well.
My boiler does not work. I got home tonight switched it on and above the flame icon the button was flickering red. I called Vaillant to see if there was anything I could do they said I had you check with the Landlord/Agency, and asked me if it smelled like gaz, thank god it doesn't.
Could you send someone to have a look at it, as I have no heater and no hot water?
Thanks in advance for your help.
Best Regards
Answer : The boiler is on the bulk agreement with British Gas.
When you have moved in- you were given a welcome pack, with a telephone number for BG, please call them and they will attend free of charge to the boiler to sort out the problem.
So I did contact them but the next step I had to be home for them to fix the boiler, as the agency does not get involved at just opening the door the let the man in. So had to take a day of for that! There are plenty of agencies that do it for you send the person in and out, nop this one is all about DIY, I don't know what their job is actually as most of the time you are the one having to do things...
Another one, and i think one of my favorite ones :
> Hello ....,
> I hope you are good.
> I am contacting you concerning the borders between the wall and the floor of my flat. I cannot live like this anymore! This is a real problem!
> Every bug comes out, find them in my bed, get bitten, in my wardrobe, not healthy for me and my pet.
> I am not chasing after them (done already), I hate insects! And really it shouldn't be like this, feels like living in Africa!
> Something needs to be done urgently, either it is cleaned professionally to get rid off all the bugs and you ceil all the wholes and make real outskirts for this flat or you move me to another flat, with the same size, same charm, same price, doesn't need to have a patio and take care of the move because this one is faulty and not getting sick because of a badly maintained flats, just because its cheaper not to fix it... There are so many things to be done! I am not doing any of those things, I am here to pay rent, keep the flat in good condition and keep it clean, everything out of that sphere, someone will have to pay me for it, and i do not have the time for that. If the flat is against health and safety, it is a problem. I love living here, love the flat, but cannot do this anymore, I need to sleep not dreading that something might bite me or crawl on to me, or just multiply, it's gross!
> I am not waiting for you do to the 6 month visit, I can't stand this anymore. The storage in the patio is dodgy and was always dodgy, should be fixed too, my wall is bursting next to the bed and in the bathroom again... There is no rotten spots as I am being very careful with the condensation problem.
> In the flat there are some places where the air extraction is not stuck to the wall a bit detached, helping them to come in.
> Thank you in advance for your help.
> Kind Regards
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Dear X, What sort of bugs are you referring to??
-------------------
Hi ....,
I dont know, what they are... they are crawling little bugs that move fast, and hide in the holes... and spiders, found one in my bed yesterday morning. I have bites on my legs of whatever bug was hungry.... gross... I am constantly cleaning the flat and tiding up (because I am like that)... but there is no secret there are gaps everywhere in the flat, remember even had a mouse! Worse part you switch the light on they disappear, great!
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Hi X,
I would pop in there tomorrow to check the state of the skirting's as this was just replaced.
Please understand that if you have bed bugs- that is different to anything I can do with, if you are being bitten by something that you do not know what it might be- I suggest to see a doctor- just to confirm it is bed bugs, or else.
You might have some sort of allergy as well, so it is good to clarify this.
Re : spider
I also live in a garden property and regularly have spiders in my property, but there is not much you can do with them, you can kill them, or take it outside.
It is summer and more likely that they come in.
-----------------
Hello X,
Ok, that is nice thank you. If they were I do not see where, there are gaps everywhere in the flat. So maybe this must be a language issue and we are actually not speaking about the same thing, it is between the wall and the floor, a protective border ceiling both of them with no gaps, there must be a reason for it. Ok. These are not bed bugs, I wash my bed and do not eat in bed. Bed bugs will show up especially if you eat in bed as there is food there for them, I even vaccum clean my bed, so it is not bed bugs for sure. And I really think that your answer is a bit rich implying that I have hygiene issues, tho I know you are trying to help me.
I really do think that health and safety and trying to save money are the main problem.
Concerning the spiders I know that it is a bit of garden flat and I will have a few, but now with everything at the same time its a bit much, spiders, bugs (that I have been complaining for a while now) mice, it is almost a farm.
Thanks for you help, I really appreciate it.
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Dear X,
Let me first clarify something- that in no way of form I have even implied that you have any hygiene issues.
Bed bugs travel on suitcase, you can even have them from peoples cloths, or even visiting someone's house who has them, etc- again I am not implying that you did that!
With bed bugs you have small red dots on your legs, or arm most of the time- not sure what kind if bites you have experienced.
But again- you can have some sort of bite marks also from a new cloths conditioner, or even washing powder, shower gel, but this would more likely to be a larger pink-red staining on the skin.
Mice you can have in any property and as soon as you reported it- was not attended to, I understand it is frustrating but I will pop in tomorrow and will come back to you- what we can do and hopefully we can sort it out.
Regards
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Hi X,
Ok, thanks for the clarification.
Could of been mosquitos too. Anyway i haven't seen anything and keep checking my bed before i go to sleep, paranoid with the last spider acting like a boyfriend on the other of the bed.
Thanks a lot Victoria for your help and understanding, it is a bit frustrating even more that the flat is lovely and i feel like home there.
Kind Regards
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Dear X,
I have popped into the flat and I cannot see any bugs or anything around the bed or the floors.
As I stated- if you have occasional spiders in the flat- that is normal, we all do.
With regards to seeing a mouse- have you seen any more since the sonic repellent have been installed?
May I just say something- again not to offend you in any way, but it is my job to highlight issues on behalf of the Landlord ¢â‚¬â€œ there is a strong odour from the cat litter box, especially in the bathroom and hallway in flat, not sure how often this needs to be emptied as I do not have a cat, but please ensure that this is changed regularly.
What I have noticed- that the skirting has not been placed back around the radiator- that I will arrange for to be done on Friday.
Regards
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Hi X,
THanks you for your email.
As mentioned in a previous email, when I switch the light on they disappear, it is not every night but they hide in the holes... In the wardrobe, the borders are not done, they didn't even bother closing the floor just added a piece of wood like if the border was done, I can see the concrete! Bugs hide in there, I am tired of fighting for something that should be normal basic of a flat... not in Africa or Brazil, where they have excuses of not finishing a flat, money or no products for it... the skirting and not done in most of the flat.
It's like telling me that the flat was immaculate when I moved in, and it was dusty everywhere because of the work done, not my problem you pay for a hotel room, they wont tell you by the way we changed the light bulb but don't mind the foot steps on the bed it is clean.
I did not see any mice since, which sounds good. Spiders well I know some will visit.
The cat litter is changed everyday. I know it is not the most appealing smell, but unfortunately I work, and therefore am unable to be there the whole day to change it every time she goes to relieve herself.
I would also like to have the name and contact details of your superior, I don't appreciate, as a client of yours, having to fight like this every time I need something done. I don't really care for the tone of your last last email, and would like to address this issue before you cause me any further stress.
Thanks for your help.
Best Regards
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Dear ...,
Thank you for your email.
Please note I am the property manager and all the repairs are dealt and authorized by myself as soon as the authorization has been received from the Landlord.
I am slightly surprised you stated that you have to fight for every repair as I believe every time you have contacted me- I have dealt with this accordingly and I have all the emails to back this up.
I am not here to cause any stress to any of our tenants, that is not my intention in any way, and I believe I have been polite to you in all my emails, therefore not sure what you implying to.
The only missing skirting I have seen is the wall along the radiator. There is no way you can seal the skirting to the flooring so tight that you would not have a smallest gap there, however if you advised there is a gap inside the fitted wardrobe- I will request them to also have a look there as well. Maybe the best thing would be to do everything- when you are there, so you can also point out that you believe they are coming from.
Please advise what day you can be dome and the time, they work between Monday to Friday 08.30-17.00pm, and I am happy to re-book this from this Friday for a day that suits you.
I have copied my colleague Alex Croft into this email- should you wish to speak to him about this, please feel free.
Regards
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Hello X,
My apologies for my late reply.
I had a bit of a frantic week in the office, meetings, did not leave me a minute.
Concerning my previous email, I believe that many times we have to discuss issues and it goes on and on. There was a few exceptions tho where I thought you were really good, and I did not forget to mention it in my emails to you.
I will be the first person to congratulate good service, because I think it is important to be recognized for hard work, but when a topic goes in to something huge, it's annoying, like the bed bug story etc.. I mean I have been complaining about it, not to annoy you guys, just because I needed some help and the fact that in a way you do not believe me is a bit annoying, shouldn't involve a whole morning of email exchanges.
I confirm that I would like someone to check those, would I have to be there?
Thank you Victoria for your help.
Best Regards
-----------
Dear ....,
Thank you for your email.
Please understand it is not the case of not believing you ¢â‚¬â€œ as I do not have a reason not to trust you, but when you could not really advise what it is- that is when I ask further questions, and from bed bugs- to maybe it is mosquito bites- please also see my point here that I cannot just send a contractor who would charge for each visit £ 45.00+vat = £54.00 call out charge unless I can specify what the problems is.
The Landlord has no issues sending a contractor where the problem has arisen and needs to be fixed.
However- to move on from this subject, and hopefully resolve this for good - you do not have to be there- I can arrange for them to pop in on Monday now and to fill all the holes in the walk in wardrobe, and to place the new skirting along the radiator wall in the living/bedroom section.
If there are any other holes that you might think it needs filling- let me know and I shall add this to the list.
Thank you
Regards
---------
Hello X,
I Hope You are well.
I wanted to thank you for the job done in the flat, late answer sorry about that soo busy. Looks great and since, did not get any bugs from this side, which make me really happy and also in the wardrobe what a huge difference!
I still have a few visitors, less for sure! I discovered that they come out of the border of the wall and tiles of the kitchen and used to come out in the wardrobe (now they cant anymore as the wardrobe is perfect).
Is there a way to close those ones too?
Thanks a lot for your help, that was amazing, efficient!
Kind Regards
---------
HI X
I will arrange for the contractor to pop in tomorrow, (apologies- I was away until today, that is why the late response)
Thank you
Regards
---------
As you can see this is a full time job, next to your 8-10 hours a day one. This is the amount of emails to get things done, simple ones.. basic ones.
More? Sure!
In December, someone broke into my flat, scary experience, I will explain this one, because there will be to many emails to cover this.
I was scared, came back from work on day my someone broke my door in, stole my computer, and my backup, lucky me! So I contact the police etc and the agency. I was told to just secure the door for the night. Then I asked the agent to find me another flat same price etc etc. as I have a flat with 2 entrance door patio and front door. The answer was : no flats available, and it would be in the landlords interests if you could stay! Really? How about my interest? Then the conversation was turned around into : if you want to leave the flat the notice is... I never said I wanted to leave it I said I want you to find me another one in exchange. I later discovered that the front door does not shut properly, so someone could easily come in, so I asked for compensation, and nothing happened as they never see what the problem is. So here we are in April, various emails went out for this door situation and nothing was done so far, 5 months! Where everybody could come in the building. This agent said I would put a note inside the building so that people would close it, instead of fixing the spring of the door....
And for desert :
The latest madness. There has been building works next to my building so I sent an email to ask how long is this going for, the agent wasn't aware of it (I am not surprised). So for 5 month no sleep on saturdays and sundays, fair enough maybe he is not in charge of the building but whatever happens he should know and inform the tenants around. The other day, I come back home and notice that my entrance has scaffoldings everywhere okkkkkkkk... Then decide to go and relax on my patio area, and notice bars erm ok... So someone came down the ladder of my patio without asking for permission, set these scaffoldings bars and leave their tools in my patio. Nothing from the agency saying that there would be work going on or just a head up in advance. When I look up, boards and scaffoldings all over my head. So I contact the agency, and was told that they did not know about it, and that it would last until next monday... I was and am really upset, someone came into my personal space without advising me, so meaning now if they want to get into the flat or whatever its fine... when did things like that become normal? Then there excuse is that you can still go on your patio it is safe, yeah with boards over your head and little stones falling down sure, why don't you sit there and have a tea?
The point is invasion of private space without announcing this is appalling and a total lack of respect. I asked for compensation for there lack of professionalism, their answer : the landlord is using his budget on the building...
Enjoy!
What agent could do to change your mind?
Well simple, start taking responsibilities for their actions.
- Better Organizing
- Keep Tenants inform
- Drop the DIY for others attitude
- Be conscious that they are a service business and that the landlord is not the only so should serve both parties.
- Efficiency
- Asking to care is a bit much but yeah
- Be helpful without all the drama 5000 emails to get things done
- Compensation for their mistakes - apologies work once or twice then lose there credibility
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I asked about the works on the building next door, fair enough they do not manage the building, but maybe should know what is going around. Anyhow the main concern, which is clearly pushed away from the point (as usual) is : someone came down the ladder of my patio without asking for permission, set these scaffoldings bars and leave their tools in my patio. Nothing from the agency saying that there would be work going on or just a head up in advance. When I look up, boards and scaffoldings all over my head. So I contact the agency, and was told that they did not know about it, and that it would last until next monday... I was and am really upset, someone came into my personal space without advising me, so meaning now if they want to get into the flat or whatever its fine... when did things like that become normal? Then there excuse is that you can still go on your patio it is safe, yeah with boards over your head and little stones falling down sure, why don't you sit there and have a tea?
The point is invasion of private space without announcing this is appalling and a total lack of respect. I asked for compensation for there lack of professionalism, their answer : the landlord is using his budget on the building...
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Clearly to internal communication as the person who came back from maternity leave did not even know what I was talking about.
Ah Yes there are always more urgent matter...
Answer :
Dear X,
Thank you for your email.
I have just returned from the maternity leave and taken back the management.
I shall arrange for the door to be looked at and fixed if the door is not secured enough.
With regards to the compensation – I am afraid the Landlord will not be providing any compensation as urgent repairs are needed to be carried out to the building, and this is a urgent matter.