Apartment Wharf

I was charged a £250 “early termination fee” reletting assistance. While I understand they are not legally required to find a replacement tenant, I expected reasonable efforts. Similar properties in Zone 1 are often rented within days — yet over two months passed without a single scheduled viewing. I ultimately found two prospective tenants myself. One of them — who was prepared to pay — was sent the payment link and asked a phone call. Referencing was mentioned as a requirement, but when the tenant requested a call, ApartmentWharf did not respond that day. The deal collapsed shortly after. My tenancy deposit was registered using a different postcode (W2 5DR instead of W2 5DS, which appears on my contract). While both postcodes may relate to the same building, I have still been unable to access the MyDeposits dispute portal using the information provided — whether this is due to an error by ApartmentWharf or MyDeposits remains unclear. The checkout report stated that nothing was broken. Yet in later emails, they cited a broken bed base — a claim passed to me by the tenant after they had moved in, and not documented by the inspector. They also proposed a mattress cleaning charge, despite answering “no” to the checkout report’s questions about anything broken, dirty, or stained. I notified them of a broken chair at the start of my tenancy. It had not been recorded in the checkin report, which raises doubts about the thoroughness of their inspections. Photographs in the checkin and checkout reports also appear selective and inconsistent — they do not capture full views of the room, and key areas (such as parts of the floor or specific walls) are sometimes omitted entirely. Communication occurred almost entirely via an impersonal online portal, with no clear point of contact. Responses were often vague, dismissive or unhelpful. At one point, I was told there was “no need to keep emailing three times a day,” despite silence on major issues, including the complete lack of scheduled viewings over two months. I have since issued a Letter Before Action and intend to escalate to the Property Ombudsman and, needed, the County Court. I may also refer the matter to Trading Standards, MyDeposits, and the Property Redress Scheme. Many tenants don’t realise you can raise a formal dispute via MyDeposits or file a claim in small claims court — but you absolutely can, and should, when treated unfairly. Their surrender agreement included a clause attempting to prohibit tenants from leaving negative reviews. While such clauses may be unenforceable under the Consumer Rights Act 2015, their presence is concerning — transparent businesses typically don’t rely on contractual silence clauses in consumer disputes. ApartmentWharf has numerous poor reviews, and based on my experience, they rarely accept responsibility. I would strongly advise looking elsewhere.