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Zest

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Zest

A selection of reviews/testimonials by highest rating
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1.00 /5

As a parent of a student who has used Zest services and as the financial contributor to the payments for these services I’d like to share our experience. The property developed a significant water leak from the shower which was reported immediately but ignored by Zest for several weeks and also not reported to the landlord. Downstairs lights needed to be disconnected for safety because of the moisture and damage to the ceiling. The shower was unusable during this time. The problem was only resolved after the council’s environmental health department contacted the landlord directly. A small amount of compensation was recently given after months of discussion but came with a request to amend a poor Google review. We understand the landlord has not renewed their contract with Zest. The return of the deposit has been a lengthy, stressful experience with Zest claiming costs for services not provided, replacement of fittings that never existed and the wear of old furniture. After repeated communications they’ve promised to resolve the issue but without agreement have now paid the contested sum to a student’s account. We discovered Zest had charged both the students and the landlord for services they didn’t provide, such as cleaning and removing rubbish. A month’s rental was returned at the end of the term when they realised the students had been overcharged at the beginning of the contract. With such a poor experience with Zest I’m afraid I’m suspicious of a deliberate overcharge. They don’t appear to be honest people. I wouldn’t recommend using Zest’s services. Zest, do not ask for the removal of this review via the student and do not ask again for the connected student to remove their review. Consider yourselves named and shamed.

review by Kirsty Jones

Reply from agent

We feel it’s important to clear up some of the points that have been made incorrectly here. When the leak was reported, it was immediately sent on to the landlord to authorise; not ignored for several weeks as you suggest. A contractor was later sent to the property and, as we later discovered, unfortunately, mis-diagnosed the leak; replacing the sealant and not finding the root cause. When the tenants, a week later, reported the shower as leaking again, the landlord was once again immediately informed. We readily admit that the time it took from the second leak being reported to a successful repair was too long. We have incredibly high standards and agree that these were not met in this particular instance. Our Operations Director has been in constant communication with the lead tenant regarding this mater; has apologised several times, paid nearly £1000 in total compensation (contrary to the ‘small amount’ you suggest) including a donation to Mermaids, a charity supporting gender-diverse and transgender youth, as chosen by all tenants. When a mistake is made or we believe expectations are not met, we hold our hands up and try to make it right. It certainly is disheartening that, despite apologising and compensating, we are still painted in a negative light. As for the deposit- there appears to be some confusion here. As with all Letting Agents, we do not hold any deposits, they are all registered with a Government approved scheme. Zest do not make any deductions, they come from the landlord directly. We simply pass on the deductions from the landlord to the tenant and then advise the tenant of their options should they wish to dispute. The deductions come from the landlord, not from us the Agency. We simply facilitate the process and therefore any grievance in this regard is misplaced. Whilst many of the points in your review are factually incorrect, we nevertheless appreciate you taking the time to express your views and, once again, where we have fallen short, we sincerely apologise.