Unprofessional

I rented two houses consecutively for myself and my three young children from 2018 to 2021, both with Professional Properties (PP). It was difficult from the outset to organise routine maintenance, including a mouse problem, which I had to sort out myself. When the landlords wanted to repossess a year later I found a suitable new house but Professional Properties gave me only two weeks to move out and in to the new house, which meant having to organise the move too quickly to find a reliable removal firm at such short notice and I had to settle for 'a man with a van', not to mention the moving experience becoming very stressful. The move went badly, with the removers damaging the parquet floor in the living room and hall. When, much later, we asked for the return of the deposit - minus an amount for the floor damage - the landlords, via PP, wanted to retain my whole deposit to cover a total floor refurb and a range of spurious 'damage' issues, including a substantial and unjustifiable amount for ‘Gardening’. The landlords would not negotiate and I opted for arbitration via the DPS. Just before the deadline for submission of my evidence Jane Mason at PP called to get me to withdraw from the process, threatening that if I did not the landlord would sue me and win. She was hectoring, intimidating and behaved in an entirely discourteous, aggressive and unprofessional manner. She wouldn't let me speak, so I'd had to raise my voice to be heard, distressing my children who were nearby. She should never be given a customer-facing role. The second tenancy followed a similar pattern to the first, with requests for maintenance ignored. At the end of the tenancy I was careful to ensure there was no reason to retain any of my deposit. I was surprised when, on leaving, there were considerable deductions, including once again £60 for 'gardening' and a much larger amount for the replacement of part of the shower screen which had become detatched from the wall and fallen while I was in the bath. I again opted for arbitration, which I won. I could not understand why PP allowed the landlord to pursue this claim when I had photographic evidence to the contrary. Could it be that they gambled on a favourable decision for the landlord that would help retain their business? If you're considering renting via PP, either look elsewhere or be prepared to fight for your tenant's rights - as well as Ms Mason.

One of the worst letting I had to deal with. I rented a flat for a year. When they did the inventory the member said due to covid restrictions its not wise to spend time going into the details we know what problems are with the property and they are noted (there was mould in the bathroom which I showed him, drawers were broken etc). Now I have vacated the property and they have cut from my deposit to replace those things. I dont have time to fight them, but anyone who deals with them, get everything documented.NegativeProfessionalism, Value

Had real trouble with PP when they took over from Birchover managing my property. Very poor communication (except for the spam mail shots). Had a leak in the house and it took them a week (A WEEK!!) to ring me to get my approval for a plumber to go in. It should have been the very next phone call they made. Then took a month to finally sort out. They constantly miss quoted prices - they never tell you that VAT will be added so they are 20% higher than they quote over the phone (*read the small print will be the excuse) but it's just fibs... the prices they quote sound ok until you get the statement. Very slow at paying the money into my account - it now takes over a week from the tenant paying.... Want to charge ME for putting a new tenant on the agreement???!! (adding a name to a piece of paper and printing it out, charging £50 +VAT - which they will also charge the tenant). Just rip-off merchants. Going to use a more professional company instead. May 2021. I unfortunately had to refer Professional Properties to the regulatory body, The Property Ombudsman with a number of complaints, including the inaccurate details on PP's response on Google. The Property Ombudsman found in my favour in respect of every single one of my complaints made, and have ordered PP to pay me compensation (which has been paid promptly). My complaint was never about getting money out of PP, I simply wanted a refund for the time they didn't manage my property, I shall therefore be donating to Shelter to help those that are not fortunate to have a home. The whole thing has been extremely stressful and distressing, not helped by PP's Trump-esk reply to my complaint. I think it speaks volumes about the type of company PP is. Now much happier with the new agents who treat me with curtesy and respect.NegativeResponsiveness, Professionalism, Value

I rang today to sort out a problem with my rent that wasn't my fault the Mann in the office oren Lees was really rude to me shouted at me and asked if I had been drinking they also took months to fix my boiler and left me on the doorstep when the locks were changed and even if you think you believe someone should understand you you never speak to people like this. When I trained staff and customers I would never stop and say they were stupid for not getting it. Maybe that is the difference between the public and private sectors

I rent out multiple properties and have never used them since my first experience. My property was relisted with a board without my knowledge or authorisation. When I asked why they’d done this, the reply was “it’s what you wanted, isn’t it?”NegativeProfessionalism

Don't even consider

Don't even consider this company! For a letting agent with the word professional in their title, they're anything but. They are rude, they have lied and failed to respond to over twenty emails, phone calls and text messages. They couldn't even organise a contract and keys less than 48 hours before the house move, after knowing for two months and lost my tenants. The whole experience has left me shocked, horrified and sickened.