My friend and I rented a property with Quilliam, through a landlord, back in 2020. After a year of living here we began to notice black mould appearing around the property, including the bedrooms. We advised the landlord of this and his only suggestion was: "Keep a window open" we took his advice but this did nothing. We had to take matters into our own hands and tackle the problem with mould removal sprays all whilst begging the landlord for months to do something about the issue as it wasn't going away and it was effecting our health. He eventually came to the flat and seemingly treated the wall in one of the rooms but even so the smell of mould and mildew was prevalent. Now whilst living here the landlord advised that there was no window in the bathroom and this would cause moisture build up in the air which is a roundabout way of saying that mould issues can and will happen due to inadequate ventilation which is in violation of the human habitation act of 2018 which says that adequate ventilation must be provided in all rental properties which the bathroom didn't. It had a small extractor fan which did nothing to help with the moisture buildup which in turn caused the mould build up and the advice we were given, yet again, was to open the window (We were unsure what the obsession with opening windows was as this wasn't the first time this would be suggested us). Another area that didn't have adequate ventilation was the kitchen as there was also no window in this area. It had an extractor fan but this, again, didn't help to do much and was located right next to the bathroom. We left the property, as soon as we were able, for obvious reasons. During the time of us preparing to leave there were viewings at the flat and we were advised, by Quilliam, to clean the flat thoroughly and make it presentable for potential renters which meant we had to help cover up the mould issue within the property. On our final day of leaving we had someone from Quilliam come by the flat to start the final checks of the flat and whilst they were there we tried to tell her the issues we were facing and my friend even showed her how living here had worsened her skin condition but this was brushed aside and we were met with the same uncaring spiel of: "Well, if you opened a window..." as if this was some fix all solution for the amount of issues within the flat. Living at that flat had taken a toll on our health, personal items and finances. Additionally we found out that the landlord hired someone to do a deep clean on the mould issue within the flat, which wasn't offered to us while we lived there. The CEO of Quilliam, Julia, was also made aware of this but just repeated the same tired quote of: "Open the windows". Reading other reviews and I can see this isn't the first time someone has complained about a black mould issue but Quilliam is still running the same gag.

Very disappointing throughout

Ridiculous service. I was unfortunate enough to be subjected to this business when renting a house. …

1 star. Goodlord provided feedback to the letting agent, who then declined my tenancy application. However, the Goodlord app still shows my referencing as being at stage 2 of 4 and awaiting agent review, which only adds to the confusion. The lack of any meaningful human communication throughout the process was extremely frustrating and has caused me significant setbacks. I was asked to provide bank statements to demonstrate that I pay rent, which I did. At no point was it made clear that my day-to-day spending would also be assessed. I was specifically told not to submit screenshots, and I complied with that instruction. Despite this, I was given no opportunity to clarify anything or resubmit additional documents before a final decision was made. Being declined is one thing, but being given little to no explanation and no chance to address any concerns is poor customer service.

Terrible service start to finish. Fortunately our agents are jumping through hoops to get us sorted. But it shouldn't be as difficult as Goodlord make it.

Please, if you are an agent, read this. Their customer service is terrible. Their referencing team take in excess of three days to review any references. They do not follow through with their promises. Please strongly consider another …

Horrible experience. Just awful. Refuse to tell me what’s wrong with the current referee or what they didn’t provide and keep asking for a new referee. Even when I mentioned that childcare is involved and how the tenancy needs to be sorted asap, no urgency was shown and was just given a standard answer. No eagerness to help or solve the problem. I’ll never use this company again.

AVOID!! Especially if you're self-employed! One of the most dehumanising experiences I have ever gone through as a tenant. ***this company has since tried to get this review taken down and I have had to appeal to make it appear again - Customer service is deliberately unhelpful & evasive - It's completely chat-based - you cannot get through to anyone on the phone. - Referencing criteria is very very rigid so lacks any nuance or flexibility - I would genuinely find it easier getting approved for a mortgage than this process. Absolutely NO understanding of how self-employment functions. I have been self employed for years and have NEVER experienced issues with renting and referencing before. - I had to eventually rely on a guarantor despite earning more than enough for the tenancy. My guarantor said it was an extremely intrusive referencing process - asking more personal information than when they went through the process of buying a house. If I wasn't lucky enough to have a guarantor I would have been at risk of nowhere to live. - Had the cheek to call me multiple times once my tenancy agreement was signed to upsell me renters insurance and other stuff. I told them I had had a bad experience with them and wanted to share feedback, was told a 'manager' would be in touch, no one ever responded.