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    Tanya Pearson
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    Teresa Russell
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    Maria Morgan
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    Amal Hamdane
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    Gavin Grainger
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    Maxime Macorman
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Jun 03,2016
Minithumbdown
By:
Jun 03,2016
0 people found
this helpful
Finding Russells was like winning the lottery - in reverse. Fees for breathing in, fees for breathing out. We discovered two cat-urine soaked carpets which, due to end of tenancy cleaning, we didn't notice when we moved in but they soon stank the place out, like how a mouldy dead cat might smell. Russells declined to replace them as we didn't notify them of defects within the allotted time - er, that's because the smell had been masked by your cleaning - and we paid £300 to renew the carp...
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What agent could do to change your mind?
Too high, too many, ever-increasing.
Comment on agent fees
Too high, too many, ever-increasing.
Was this helpful? Yes
Apr 15,2016
Minithumbdown
By:
Apr 15,2016
0 people found
this helpful
Mr Gavin Grainger was giving false references about myself not paying the rent of time . Besides he said I was paying a lower rent as per tenancy agreement. Having all the documentations ( last 6 monks bank statement , tenancy agreement indicating the rent to be paid etc..) i was able to overcome this after a several emails and a lot of my personal time consumed . Please see below the last email sent ( of course i did not receive any feed-back from Mr. Grainger) "I âโ€šรขโ€šยฌโ€šร‹ล“m...
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Oct 02,2015
Minithumbdown
By:
Oct 02,2015
1 people found
this helpful
If you see a property advertised by Russell Residential, run and don't look back. You will be treated like an inconvenience, no maintenance issues you raise will be addressed. You will find unannounced contractors in your home, and Russells won't bother to notify you before they intrude to do a house check twice a year. You will be charged thousands to move in, and the fees and rents go up every year. Save yourself the hassle snd don't take any Russell Residential property....
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What agent could do to change your mind?
Become both competent, (perhaps learn a little bit about tenant legislation) and courteous. A little bbit of property management that involves resolving maintenance issues promptly wouldn't go amiss either.
Comment on agent fees
Their fees are astronomical, for very little indeed.
Was this helpful? Yes
Sep 25,2015
Minithumbdown
By:
Sep 25,2015
0 people found
this helpful
Worst experience of my life. They quite literally do not know what a contract is and charge ridiculous fees for 'admin' but provide nothing in return. We had awful tenants and had to do all the work ourselves. What did we pay Russells for?!...
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Sep 21,2015
Minithumbdown
By:
Sep 21,2015
1 people found
this helpful
I don't usually write online reviews and in a way I'm not entirely sure if our views actually make a difference, however I have been compelled to make an exception in this case, and express my disbelief at the incompetence and inefficiency of Russells Estate Agents in Cambridge. We were intending to move to Cambridge to take up new jobs in the Summer at which point we made appointments to see some properties to rent. We were shown a place by a representative from Russells and decided to put a d...
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Jul 21,2015
Minithumbdown
By:
Jul 21,2015
0 people found
this helpful
I can only echo what other tenants have said. Fees were ridiculously high, rent increased every time the tenancy was renewed, hardly ever responded to emails or phone calls. In addition they occasionally failed to pay the landlord the correct rent, then contacted us when she complained before finding out the problem was at their end. We were also without a kitchen for almost two months with no suggestion of a rent reduction. When we moved out it took them three months to resolve a small differe...
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What agent could do to change your mind?
Communicate with tenants, communicate with their colleagues.
Was this helpful? Yes
Jul 13,2015
Minithumbdown
By:
Jul 13,2015
0 people found
this helpful
Unfortunately I cannot leave worse than 'terrible' above. The are wholly Incompetent on every single level. Their communication is horrendous and they are bi credibly good at avoiding probing questions. They are very quick to chase and request fees that, realistically, are not required but are incredibly difficult to deal with when it comes to return of monies. I would never use this letting agent again, nor would I advise anyone to do so. If I could use expletives to signify how bad they are t...
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What agent could do to change your mind?
Do the opposite of what has been done and you may be getting somewhere
Comment on agent fees
Fees were outrageous. Nothing more to add.
Was this helpful? Yes
Jun 28,2015
Minithumbdown
By:
Jun 28,2015
0 people found
this helpful
I've had a repeatedly poor experience with them. The fees are very high (especially the ones I had to pay every 6 months to renew my tenancy when the rent often increased too). They are impossible with checkouts and refused to adhere to the contract stating their responsibilities. The deposit was not lodged correctly, the regular household inspections were overly intrusive, we eventually had to leave a property as we had a child and the landlord didn't want children in the house so put up the re...
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Feb 10,2015
Minithumbdown
By:
Feb 10,2015
0 people found
this helpful
Wanted to warn other tenants away from Russells - they are very grasping in terms of fees, and they habitually lost paperwork I returned to them or ignored emails. The final straw was the massive delay in returning my deposit....
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Comment on agent fees
Rent was reasonable, if steep, but all the admin & tenancy renewal fees were extortionate.
Was this helpful? Yes
Jan 05,2015
Minithumbdown
By:
Jan 05,2015
0 people found
this helpful
Shockingly bad probably the most corrupt and useless agents I have ever used. Rented the property eventually even though it was empty and they couldn't be bothered to show it to me. Took my money and forgot to sign my deposit paperwork and I am now fighting them to get it back about to start court proceedings against them. steer well clear....
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Dec 10,2014
Minithumbdown
By:
Dec 10,2014
0 people found
this helpful
I let two Cambridge properties, one with Russells and one with another agents. I have been using Russells for the last 4 years, for full management. They started off ok but have dramatically deteriorated over the last year or so since being taken over. Most annoyingly they never respond to emails or calls. The organisation is chaos. For instance, they failed to arrange the clean of the property despite there being a 4 week gap between tenants. I made several attempts to check this had been...
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What agent could do to change your mind?
Respond to emails. Act on landlord instructions Take complaints seriously Devise a system to transfer money to landlords on time
Comment on agent fees
As a landlord I felt fees were equivalent to other agents in the area. My problem was with the quality of the service provided.
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Nov 30,2014
Minithumbdown
By:
Nov 30,2014
1 people found
this helpful
I don't think we have anything good to say about Russells. Unnecessary and inexplicable fees, poor communication, rude staff. Whenever we notified them about a maintenance issue, we were either ignored or fobbed off. We had no working heating for almost four years, relying solely on one storage heater for the whole house. They sent engineers out about this twice, who told us everything was working when clearly nothing was. As a result, the window frames were damp and rotted, something else we co...
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What agent could do to change your mind?
Proper responses to maintenance complaints and general inquiries, and actually offering decent customer service instead of acting like us living in the property was a massive inconvenience to them.
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Nov 27,2014
Minithumbdown
By:
Nov 27,2014
0 people found
this helpful
This estate agents are awful. I would advise anyone who is thinking about even renting a property with russells please think again. I have never been with an estate agents like this before,side with landlord all the time,the do not care about tenants and all they care about is money. I believe they get something out of this as I don't know why they want to take so much money off you. Even if they had the perfect house for me I would actually rather live in a cardboard box,they put you off rentin...
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What agent could do to change your mind?
Being fair as a company,listen to tenants and stop trying to get money out of people....oh and stop lying!!!!!!!
Comment on agent fees
Awful fees,don\'t know we\'re they get them from its an absolute joke how much they charge,there all about money and that\'s all they care about oh and the landlord!!!!
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Oct 29,2014
Minithumbdown
By:
Oct 29,2014
0 people found
this helpful
We completely agree with these negative reviews. Russells are absolutely atrocious and their professional standards are appalling. We are in the process of raising a dispute through the HM Court & Tribunal Service and have launched a campaign to question the ethics of this organisation and address their failings. We would welcome hearing from anyone willing to share their experiences. Details can be found here: http://www.tenantsforjustice.co.uk. The ultimate aim is to generate as much...
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What agent could do to change your mind?
To remain impartial and not to favour the landlord over the tenant. To provide pertinent and legal documentation in good time and to listen to the tenants and address queries that are raised.
Comment on agent fees
Extortionate in comparison to others.
Was this helpful? Yes
Oct 28,2014
Minithumbdown
By:
Oct 28,2014
1 people found
this helpful
My partner and I rented a property from Russels on a year long tennancy. It is well known that the majority of lettings agents in Cambridge have a great number of fees but Russells managed to outshine the rest. There are a great number of 'admin', 'check out' fees which accumulate to a significant amount over the term of the tennancy. For these costs you recieve little in the way of good customer service. A number of times we reported faulty appliances and recieved either a delayed reply or ...
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What agent could do to change your mind?
Not so much the agents specifically. The two agents who actually dealt with our property were very helpful and when we could get hold of them on the phone got things done promptly. The issue is having to send emails thaty are not replied to because of being at work through the day and the greater Russells management charging extortionate amounts for little service.
Comment on agent fees
Extortionate and unjustified
Was this helpful? Yes
Oct 05,2014
Minithumbdown
By:
Oct 05,2014
1 people found
this helpful
Russell's managed my property in Cambridge and should have inspected it regularly. They had permission to repair and maintain it and charge me. They failed to maintain the property and after six years I sacked them and the property was returned to me in poor condition. The tenant vacated the property before Russell's were sacked and left it filthy and full of rubbish. The repairs and cleaning were carried out but Russell's then decided that the tenant would not bear the full cost of the cleaning...
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Comment on agent fees
The fees were acceptable. The repair fees would have been acceptable too. Either they did not complete the agreed inspections or they sent in someone who was oblivious to the lists left by the tenant and to the very obvious repairs that needed to take place. (Huge holes in kitchen worksurface, kitchen cupboard doors hanging off, falling down fences, etc)
Was this helpful? Yes
Jul 10,2014
Minithumbdown
By:
Jul 10,2014
1 people found
this helpful
We had no significant problems until the company was taken over by Countrywide. We were advised by more than one contractor that services included to the landlords had been reduced and this was leading to a reduction in maintenance the properties - such no longer servicing heating systems as part of the gas safety check. During the last period of rental there were numerous issues that left us without essentials....
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Comment on agent fees
There are fees for everything and it is not made very clear when these will be incurred. the renewal of tenancy fee kept going up.
Was this helpful? Yes
May 15,2014
Minithumbdown
By:
May 15,2014
2 people found
this helpful
Russell Residential is the perfect example of the estate agents to avoid, the obvious incarnation of profit before people. They don\'t reply to emails or phone calls but you can trust them to always be there to grab the money where they can get it. Sorry Russell, focus on putting the people first and the people will rate you positively, do they opposite and embrace their wrath and negative comments....
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Oct 02,2013
Minithumbdown
By:
Oct 02,2013
4 people found
this helpful
Russell\'s have gone swiftly downhill since they stopped being an independent and became part of a chain of estate agents. Russell lost me thousands of pounds in the poor handling of a new tenant resulting in the loss of the tenant and at least two months rent. They are now too big, cannot fit in viewings and do not deal swiftly with issues for either tenants or landlords. Russell\'s always managed to hang on to the rent paid to them for several days before it is paid to the landlord, t...
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Was this helpful? Yes
Oct 02,2013
Minithumbdown
By:
Oct 02,2013
1 people found
this helpful
We have, at Russells request, had a Guarantor since 2007. Recently, we received a Subject to Contract letter, requesting confirmation that the Guarantor would be happy to continue. They received this by email on 16th August. Prior to that, in July this year, we had filled out Declaration forms ticking the option that said our jobs hadn\'t changed. Circling No, our jobs haven\'t changed, was construed as we refused to be referenced. No deadline for Guarantor paperwork was given. We paid the &poun...
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What agent could do to change your mind?
Fire the Office Manager, and get somebody competent instead.
Was this helpful? Yes
By: VictimOf Russells
May 26, 2014
View all comments (2)
Russells have a Tenancy Deposit Scheme, and they are required to notifiy the Scheme within one month of any deductions they want to make to a Tenants Deposit. The money is not with the Landlord, it is in Russells bank account, earning them interest. Now the month is over, you need to appeal to the Tenancy Deposit Scheme, and raise unholy hell with Russells. Make sure you email Russells and The TDS so that you can prove what is said and when.....
Jun 03,2013
Minithumbdown
By:
Jun 03,2013
0 people found
this helpful
I\'ll start with the positive. When things broke they got fixed rapidly but that was more thanks to the landlord having a good set of handyman contacts than anything Russells did. In terms of everything else, I can\'t agree more than enough with the other reviews with how terrible Russells are. They charge ridiculous amounts for the smallest things and if you dispute anything then prepare to start talking to a brick wall (if you\'re a tenant at least). Never expect any common sense from their...
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Dec 09,2012
Minithumbdown
By:
Dec 09,2012
0 people found
this helpful
Have never been so angry in my hole life, They are so rude, liars and most of all money grabbers. Make sure you take pictures of absolutely everything in the property or they will try and accuse you of damaging things witch are already broken and scratches on the walls which are already there. Also remember they do like to charge a lovely fee of £180 for cleaning so remember people... do not make the mistake we did and clean your hole house from top to bottom before you leave :) thanx russ...
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What agent could do to change your mind?
not lied, understand us, not make up things about the property, have someone look round the house at the same time as we check all the things that are wrong with it, make the prices lower, no check out fees. NO MORE LIES!!!!!
Was this helpful? Yes
Oct 24,2012
Minithumbdown
By:
Oct 24,2012
1 people found
this helpful
Terrible customer service, cannot meet deadlines, do not make any attempts to get in contact. Late for arranged appointments without even notifying the tenant (I work in a professional environment and would ring the person(s) as soon as I knew I was going to be more than 10 minutes late). Fees are overpriced, no explanation of fees when someone takes over from another person in a joint tenancy. They cannot rely on someone moving out to explain this to them when the person moving out probably ...
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Sep 01,2012
Minithumbdown
By:
Sep 01,2012
0 people found
this helpful
Warning for both landlords and tenants! I am a professional who owns two properties and have two tenants myself and due to work situation rented a house through the agency a year ago. I found out in the last year that they can not be good for neighther the tenants nor the landlord. The rationale is that they are not bothered to look for reasonable services around and use very immoral and expensive contractors (in other words Cow Boys) who charge enormously and sometimes unnecessarily for the mo...
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Jul 18,2012
Minithumbdown
By:
Jul 18,2012
1 people found
this helpful
I had the displeasure of being a tenant to this agent for almost 2 years, while the basic service (as long as nothing went wrong) was ok, that being, visits were periodical roughly every 3 months with at least 24 hours notice. When something did go wrong, or we needed to contact the agent, they were utterly useless. Several times I left many voice messages and sent Emails to no avail and ending up getting things sorted myself. When first moving into the property we were without an oven for 2...
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What agent could do to change your mind?
Better correspondence with the tenant, including answering Emails would be nice. Getting things done when they say they will rather than putting it off indefinitely. Not trying to take you for every penny at checkout and keeping records updated. I don\'t think there\'s anything that they could do to reconcile the experience. Avoid.
Was this helpful? Yes
Jul 13,2012
Minithumbdown
By:
Jul 13,2012
0 people found
this helpful
Awful. Beware of the hidden charges. There are many and they are grossly inflated. They will charge you for anything and everything they can get away with. They will take £75 every six months just for you to sign a new copy of the contract. I know it doesn\'t cost £75 to change the dates on a word processed document and print it out. I will never, ever deal with Russells again. I strongly recommend you look elsewhere. I have never known a lettings agent have so many hidden ch...
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What agent could do to change your mind?
Fewer hidden charges. Make your charges more reasonable.
Was this helpful? Yes
Jul 12,2012
Minithumbdown
By:
Jul 12,2012
0 people found
this helpful
Don't expect to get away without a hole in your bank account, at least Dick Turpin wore a mask! the charges for every little thing and hassle trying to get anything done is ridiculous, would never use them again and would strongly advise against anyone else using them! would have given them minus stars if it were possible. very disgruntled tenant!...
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Jul 10,2012
Minithumbup
By:
Jul 10,2012
1 people found
this helpful
I have been a tenant with Russells for the last 2 years. I have been very pleased with service I have received during that time. They are very transparent with their fees and terms which are outlined in the application form before you decide to rent with them and are repeated in the tenancy agreement and the pack they give you when you sign so there are no hidden surprises. Renewals of the tenancy have been negotiated quickly with the landlord, via Russell\'s, giving me security and peace of min...
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Apr 24,2012
Minithumbdown
By:
Apr 24,2012
1 people found
this helpful
have rented before, but never have I witnessed so many hidden charges involved in a rental company. There was a £120 legal fee before we even started, then £65 per person for referencing. Even though I am a homeowner, and make over £30,000 a year, Russells decided that my place of work had not provided enough data about my salary for me to move forward with the letting (this after 2 weeks of waiting and not hearing anything). They then decided I needed a guarantor and they w...
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What agent could do to change your mind?
Not been a money grabbing, slow, useless estate agent!
Was this helpful? Yes
By: dim
Dec 15, 2012
View all comments (3)
Yea ... 10 years ago I rented through Russels .... moved into the home on the friday, and on the monday there was a 'for sale sign' erected ... this was not mentioned at the time of signing the contract ... perhaps because I spoke with a foreign accent? then .... 6 months later, our contract came to an end (during the contract, we had people in and out viewing the property) ... It was like a 'show house' Before we moved, we had professional cleaners clean the carpets and the house .... Th....
Jan 28,2012
Minithumbup
By:
Jan 28,2012
5 people found
this helpful
I have been rentling with Russell's for over seven years, they have always been prompt with repairs and dealing with any queries, I have personally found them to be an friendly approachable company, my mother and brother also rent with them and would have no hesitation in recommending them to friends and colleagues....
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Newmarket Road Cambridge
5 Dukes Court, 54-62 Newmarket Road, Cambridge CB5 8DZ
(1)
Office 1
100-102 Regent Street, Cambridge CB2 1DP
(20)
Office 2
20 Main Street, Ely CB6 1PJ
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Office 3
60 High Street, Sawston CB2 4BG
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