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Bill Free Homes
3.8/5, 14 Reviews
64% Recommended
100% letting valuation accuracy
83% letting fee satisfaction
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"Great house, bad..."
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3 Star Review
By : 'Beware'
Services :
Would you recommend ? : No
Postcode : DH1
31 Aug 2018
People found this helpful1
As a credit to Bill Free Homes, the house they provided us with was absolutely lovely - three stories, five bedrooms, two bathrooms, nice kitchen/living room, absolutely perfect for students. However, their service was absolutely appalling - we paid £500 deposit, £180 of which went to agency fees, and any problems we had were met with downright disrespectful replies. Issues were very slow to be fixed, for example we had no wifi for the first two weeks, the freezer was broken and smelt disgusting for one week, we found a pair of dirty knickers in our sofa, the house was dirty when we found it... And on top of this, they continuously sent threatening and aggressive emails near the end of our tenancy to "warn" us that if we did not pay for a cleaner then we would likely not get our deposit back - very ironic considering the state we found the house in. I assume the only reason they have so many awards is because they basically beg for good reviews by sending an email asking people to write a review only if they have something "good or great" to say, or because they entice people with freebies (to be fair, we loved the Spags voucher & amazon prime stick!).
Comments on Agent Fees
An absolute scam - for the amount you pay you get absolutely terrible customer service. Agents are aggressive, rude and slow to reply.
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By : Bill Free Homes
3 Sept 2018Dear tenant, We are very sorry that you feel that you were given a bad service by the staff at Bill Free Homes. We are surprised to see your comments as we received positive feedback from all tenants throughout the tenancy. Having checked our system I have looked into the issues you have outlined and can see that cleaners re-attended your property after you had reported the cleaning issues. The freezer was replaced in a timely manner in accordance to our repairs policy (reported on the 3rd oct- replaced on the 9th oct). The knickers was an error on our cleaners part and they were sent a strongly worded email, we apologised and asked you to dispose of them however did not get a response regarding this. The Wifi was down for 2 weeks, this was due a supplier issue which was out of our hands, however, a full refund was given for any inconvenience caused. At the end of your tenancy you received your deposit of £320 back in full, the non refundable administration fee of £180 is clearly outlined on our website and in your contract. The principle reason that the moving out email is sent to all our tenants is to try and help them to receive their full deposit back. The email asks you to collect a moving out pack which contains a checklist as a guide for cleaning standards, we are sorry if you perceived this to be threatening/aggressive but we are only trying to help. We strive to provide good customer service to all of our tenants, great to hear you enjoyed your free meal and free amazon firestick. We wish you all well in the future. From all the team at Bill Free Homes
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Latest Reviews
Performance Statistics
| Services | Valuation | Fees | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Letting | 100% | 83.00% | £400 | £756 |
Review Statistics
| From Landlords | From Tenants | From Vendors | From Buyers | From Other | |||||
|---|---|---|---|---|---|---|---|---|---|
 |  | | | | | | | | |
| 2 | 0 | 7 | 5 | 0 | 0 | 0 | 0 | 0 | 0 |
Areas covered
- DH1
Address
Bill Free Homes
85 New Elvet, Durham, County Durham
DH1 3AQ
0330 330 0999
Opening Hours
- Monday :
- Tuesday :
- Wednesday :
- Thursday :
- Friday :
- Saturday :
- Sunday :
- 09:30 - 17:30
- 09:30 - 17:30
- 09:30 - 17:30
- 09:30 - 17:30
- 09:30 - 17:30
- Closed
- Closed
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
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BFH held back some deposit ...
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1 Star Review
By : 'Philip'
Branch : Durham, 85 New Elvet
Services : Letting( As a Tenant )
Would you recommend ? : No
Postcode : DH1
20 Aug 2020
People found this helpful4
BFH held back some deposit due to them claiming a professional clean was needed, even though the property was left cleaner than it was at the start of the tenancy agreement. I strongly advise tenants to take hundreds of photos of any dirt, dust, marks etc at the start of the tenancy agreement as ... Read Full Review
Comments (1)Was this helpful?:
By : Peter Smith
8 Sept 2020Dear Mr George, The process of returning deposits is not a simple one. Most houses are left in a great condition and if there are any deductions for breakage etc they can usually be agreed...
Excellent tenacity and use of ...
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5 Star Review
By : 'David'
Branch : Durham, 85 New Elvet
Services : Letting( As a Owner )
Would you recommend ? : Yes
Postcode : DH1
4 Feb 2020
People found this helpful0
Excellent tenacity and use of data to get properties let . The team work well together to achieve the result for the landlord. Will use ... Read Full Review
Comments (0)Was this helpful?:
Great ...
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5 Star Review
By : 'Andrew'
Branch : Durham, 85 New Elvet
Services : Letting( As a Tenant )
Rent PCM : £756
Would you recommend ? : Yes
Postcode : DH1
19 Nov 2018
People found this helpful0
Have been with BFH for 2 months now, and they have been great at working with both my flatmate and I as we were settling in. As we were both coming from overseas, and couldn't view the place ahead of time, this was very much appreciated. Only quibbles we've had are regarding ... Read Full Review
Comments on Agent Fees
Fees are a bit steep, but don't seem to be out of line with anyone else.
Comments (0)Was this helpful?:
Outstanding customer ...
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5 Star Review
By : 'Alexandra'
Branch : Durham, 85 New Elvet
Services : Letting( As a Tenant )
Would you recommend ? : Yes
Postcode : DH1
6 Oct 2018
People found this helpful0
Literally the best costumer service, I got locked out of my house during the weekend out of office hours and a member of staff came all the way back in as soon as I notified them to give me my keys- so warm and ... Read Full Review
Comments (1)Was this helpful?:
By : Sean Lawless
6 Oct 2018Thak you...
Exceptional Customer ...
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5 Star Review
By : 'Adam'
Branch : Durham, 85 New Elvet
Services : Letting( As a Tenant )
Rent PCM : £450
Would you recommend ? : Yes
Postcode : DH1
4 Sept 2018
People found this helpful1
We stayed in a Bill Free Homes property last year and had a fantastic year. The repairs service was spot on, every time we needed to report an issue, a response was created and a handyman came around to fix it. All in all, a great ... Read Full Review
Comments on Agent Fees
We got lots included for the admin fee that we paid
Comments (0)Was this helpful?:
Great house, bad ...
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3 Star Review
By : 'Beware'
Branch : Durham, 85 New Elvet
Services : Letting( As a Tenant )
Would you recommend ? : No
Postcode : DH1
31 Aug 2018
People found this helpful1
As a credit to Bill Free Homes, the house they provided us with was absolutely lovely - three stories, five bedrooms, two bathrooms, nice kitchen/living room, absolutely perfect for students. However, their service was absolutely appalling - we paid £500 deposit, £180 of which went to agency fees, ... Read Full Review
Comments on Agent Fees
An absolute scam - for the amount you pay you get absolutely terrible customer service. Agents are aggressive, rude and slow to reply.
Comments (1)Was this helpful?:
By : Bill Free Homes
3 Sept 2018Dear tenant, We are very sorry that you feel that you were given a bad service by the staff at Bill Free Homes. We are surprised to see your comments as we received positive feedback from all...
We stayed in a Bill Free ...
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5 Star Review
By : 'Hugo'
Branch : Durham, 85 New Elvet
Services : Letting( As a Tenant )
Rent PCM : £658
Would you recommend ? : Yes
Postcode : DH1
20 Sept 2017
People found this helpful0
We stayed in a Bill Free Homes house during our second year at Durham University and I can highly recomend them as a great company to use for student accommodation. We stayed in a property in the Market Place and not only was the property uncredible, the service we recieved during our tenancy was ... Read Full Review
Comments on Agent Fees
good - we paid £180 each but got lots of things for this including prime tv and a meal at a resturant
Comments (0)Was this helpful?:
The location of the house in ...
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1 Star Review
By : 'Beware!'
Branch : Durham, 85 New Elvet
Services : Letting( As a Tenant )
Would you recommend ? : No
Postcode : DH1
14 Sept 2017
People found this helpful13
The location of the house in the middle of Durham is fantastic, ignoring the fact that there are several nightclubs in the vicinity. The room sizes are good and there is ample communal space, as well as a good number of bathrooms, all reflected in the premium price. However, the place was not ... Read Full Review
Comments on Agent Fees
We don't feel we had our money's worth!
Comments (0)Was this helpful?:
A great letting agent for ...
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5 Star Review
By : 'johnalty'
Branch : Durham, 85 New Elvet
Services : Letting( As a Tenant )
Rent PCM : £478
Would you recommend ? : Yes
Postcode : DH1
1 Sept 2017
People found this helpful0
A great letting agent for Durham University students. We stayed at a property in The Sands, Durham for 6 people and we found that everything we could hope to be dealt with in way of repairs during the tenancy was done so, and was done ... Read Full Review
Comments on Agent Fees
Not an issue, we paid £180.00 but that seems to be have good value for money.
Comments (0)Was this helpful?:
I trust this company ...
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5 Star Review
By : 'Adolphusplace'
Branch : Durham, 85 New Elvet
Services : Letting( As a Owner )
Would you recommend ? : Yes
Postcode : DH1
23 Aug 2017
People found this helpful1
I trust this company completely to handle my house letting, and I find them to be really helpful and efficient. They offer lots of green incentives to students, and letting is streamlined and ... Read Full Review
Comments (0)Was this helpful?:
Awful, house was not clean at ...
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1 Star Review
By : '57Gilesgate'
Branch : Durham, 85 New Elvet
Services : Letting( As a Tenant )
Rent PCM : £96
Would you recommend ? : No
Postcode : DH1
15 Aug 2017
People found this helpful14
Awful, house was not clean at all when the rent started, including condom wrappers. This was not properly cleaned and had to complain on multiple occasions about this. At the end of the tennancy the deposit was not returned for nearly 7 weeks. ... Read Full Review
Comments (0)Was this helpful?:
What a great year we had ...
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5 Star Review
By : 'Clair'
Branch : Durham, 85 New Elvet
Services : Letting( As a Tenant )
Rent PCM : £455
Would you recommend ? : Yes
Postcode : DH1
1 Feb 2017
People found this helpful1
What a great year we had staying with Bill Free Homes. Any problems that we faced during the year were dealt with quickly and efficiently. The house, although expensive, was luxurious throughout and we had a repairs service to ... Read Full Review
Comments on Agent Fees
Not an issue
Comments (0)Was this helpful?:
Had a great year staying in a ...
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5 Star Review
By : 'Jonny'
Branch : Durham, 85 New Elvet
Services : Letting( As a Tenant )
Would you recommend ? : Yes
Postcode : DH1
21 Oct 2016
People found this helpful1
Had a great year staying in a Bill Free Homes property in Durham. All of our bills were included and the response to any repairs or issues was fast and ... Read Full Review
Comments (0)Was this helpful?:
I would strongly advise not ...
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2 Star Review
By : 'NotHappy'
Branch : Durham, 85 New Elvet
Services : Letting( As a Tenant )
Rent PCM : £400
Would you recommend ? : No
Postcode : DH1
1 Jul 2015
People found this helpful18
I would strongly advise not to use Bill free homes. During our tenancy we had multiple set backs with them. We were unaware that the property we had chosen was under renovation, during our tenancy. The boiler broke which took nearly a week before it was seen to, meaning we only had cold water. ... Read Full Review
What agent could do to change your mind?
Too high for what we got and others around the area were paying.
Comments on Agent Fees
Too high for what we got and others around the area were paying.
Comments (1)Was this helpful?:
By : Billfreehomes
14 Jul 2015We are sorry that you seem so aggrieved however we cannot comment on your issue as we are unaware of your property address. I understand that you may wish to remain anonymous . However I can...
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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.
Complaints Procedure
Complaints policy can be viewed at www.billfreehomes.com/complaints
Last updated at 10/21/2019, 3:32:14 AM by allAgents
