No idea how they have received good reviews. Dealing with Hurford Salvi Carr as a tenant has been the worst property management service I've received which is saying something as I've rented with Foxtons in the past. From the beginning, they have been hard to deal with and dismissive of any issues raised. I am a landlord as well and I know that they have not communicated a lot of the issues with the landlord. When we first moved in we asked to amend the check in report. They refused to send us a new one so we never signed off on the original. They promise to fix issues as agreed when we signed the tenancy agreement and didn't until they were chased over six weeks of moving in. When we raised any issues subsequently, we were treated like little children who didn't know how things work. The most ridiculous moment was when they asked me to film (!) the washing machine making a noise because they didn't believe me that it was broken and that I couldn't access the filter. It was boarded into the kitchen and the machine was overheating due to a blockage caused by previous tenants. They didn't believe me that the thermostat didn't work, the extractor fan in the kitchen was faulty, that there was an issue with the hot water tank that meant the bath wouldn't fill with hot water and the shower mixer was broken. They finally replaced a broken towel rail and their contractors used a different colour paint and refused to come back to put it right. There was a leak in the flat above and HSC left a hole in the ceiling. The leak occurred in August, the contractor come out in October (two months later), made the whole bigger, pulled out a light in the kitchen and left it until we rang and emailed them every day in February. The only way we got them to fix it was when they wanted to increase our rent and we said no because there was still a whole in the ceiling. The best part? The landlord had no idea what was happening. In the 2 years we lived there, at least 5 main contacts left the business and they used this as an excuse for our issues not being sorted. We had to move due to work relocation and we were charged £1832.39 in the end, just to break the tenancy. I know they are legally allowed to do this but it still doesn't mean they aren't making a huge amount of money out of doing nothing. I can accept that lettings agents are the most unscrupulous people working in the industry and fully deserve to be brought in line by the regulations that have just been bought in but what has prompted this review (and the complaints I have made) is H-S-C's behaviour and attitude around our deposit. The tenancy ended on 5th September, we didn't hear anything and chased for our deposit on 20th September and were told that they were still within a reasonable time to return our deposit. When we chased three days later, we received this listing: White Clothes Airer – £10.99 Shower Hook (Plastic) – £4.95 Waste bin (chrome) - £19.00 Toilet Brush (Grey/White) - £7.00 Fluorescent light blub - £7.98 2 x Extractor Fan cleaning (Ensuite & Bathroom) - £43.75 inc vat (per fan) Check-Out Fee - £120.00 inc vat Total proposed deductions: £257.42 All of the items were not only there but photographed in the check out report. They clean was completed by their recommended supplier and the property actually has more lightbulbs than when we moved in. When we disputed these deductions, we were met with silence until I contacted the landlord who had already told HSC to drop these charges. They are currently holding £3360 of our money. This is a huge amount of money to us and should have been returned. I know that their internal complaints system will yield nothing, the same with complaints to their professional ombudsman as the industry just does not care how much aggravation they cause and how much money they cost people so leaving reviews online is my only option.