Connecting with them is pain and arranging a viewing is so painful

Would not recommend to anyone, they wasted our 8 months with millions of excuses.

Complete and utter disgrace! Stay away from this company! They take your money twice (plus another amount for something they don't even offer anymore!), assure you that it'll be no problem and they'd issue the refund straightaway... it's now been 5 months, and since the last deadline is up tomorrow, we'll have to lawyer up to get our money back. Total scam!

I gave notice on my flat 4 weeks ago, and despite 2 phone calls and 2 emails, I’ve still had no acknowledgment. I was reassured during the second phone call that it would be sorted, but still nothing.

Failed to turn up to our first viewing as planned, 20 minutes late for another, wouldn't recommend

We used Your Move Bury to market our property but after months on the market and not much effort made with photos or to sell it we decided to go with a different agency. We've contacted Your Move to remove our property from the online platforms but after 3 weeks and a number of reminder emails and calls they haven't taken it down. Not sure if this is petty spite or sheer incompetence but it is unacceptable. If I could rate them zero I would.

Absolutely unreasonable and unprofessional behaviour from this company throughout the check-out inventory process, which has then cost me a completely unnecessary and stressful dispute with the rental agency. It feels like the way the check-out inventory reports are drafted, it's all about making as many unfounded claims as possible to make sure that the landlord receives compensation. I've raised a complaint almost a year ago which is still being ignored despite multiple follow-ups. The complaint was raised because the check-out report was never sent to the tenants for review of accuracy and comments, only to the agency. The report contained plenty of inaccuracies, incorrect statements, included photos of a different standard than the one applied during the check-in (photos at the check-out are taken from a different angle than during the check-in, often aimed at capturing close-ups of areas which were not captured the same way during the check-in, making it impossible to compare the state of each of these items at the check-out vs. their original condition from the check-in). In one of the extreme and ridiculous examples, the check-out report included close-up photos of the small hinges of a dishwasher, which the report claimed that had some limescale on them, while there was no photo like that in the check-in report. The check-in clerk assured us that at the check-out we need to make sure that all the areas captured in the check-in report are in the exactly same state as they were when we moved in. It is not an advice you should be giving when the same company is then planning to completely ignore the state of things described in the check-in report. This has resulted in multiple false claims that some areas were apparently damaged, not clean, stained, etc., often without any photo evidence to prove it, other than the word of the check-out clerk. This was extremely unprofessional, given that the same clerk has confirmed verbally during the inspection that there will be no significant concerns raised in the report and that the property is in a good condition. Many of the report's allegations were based on a set of low resolution photos which didn't show any signs of the issues described in the report or which were impossible to be compared with their state at the check-in, given that there were no corresponding photos on the record from the check-in process. This is not a thoroughness to be proud of but rather something that seems like a very shady way of misleading tenants and ensuring that the report describes as many unfounded claims as possible to give the landlord some reasons to go after the deposit. Tenants - please be very careful whenever your rental agency is using this company, make sure that they send the report to you as well, check for inaccuracies and call them out whenever they are unreasonable. It took me a lot of stressful emails exchanged but I have successfully defended our stance and the agency has later dropped all of the claims from the report (which I think is the best testimony on the quality of these documents) except some extra cleaning charges - again all thanks to the "thoughtful" clerk who acknowledged during the inspection that the flat has been professionally cleaned, yet decided to claim the opposite in the report. Landlords - I bet this didn't sound too alarming to some of you, but you might want to rethink your inventory company choices if you believe that tenants deserve to be treated much more ethically and fair than this company does.

I was an introducer for Rentguard for many years. It was taken over by Arthur J Gallagher and it went downhill from there. Endless interference about compliance etc and their quotes are massively uncompetitive. No doubt they are rated "Excellent" on Trustpilot - although aren't all large companies rated excellent on Trustpilot?