Sorry to receive this review, although struggling to identify you or the property you were in. For the record, all deposits are protected in a government scheme these days, so gone are the days when a landlord or agent can 'steal' a tenancy deposit. If you've received deductions from your deposit these will have been authorised by an external adjudicator if necessary.

Happy to look into this Alexandra, but as you're not on our systems as a customer that makes things difficult.

You're right - anyone under the age of 21 needs to have a guarantor - this is an insurance requirement for most landlords, so applies to us and to most other agencies we know. Also, the minimum age someone can be bound by a contract in the UK is 18, so for that reason most landlords will refuse to rent to someone who is younger than that. You're also right that this isn't on our website, as there's no hard and fast rule, and different property owners have different requirements. For that reason we go through property-specific requirements with people BEFORE they attend a viewing so that their time isn't wasted. I'm pleased that happened in our dealings with you.

Sorry to receive this review. Having checked your file it seems your landlord sought deductions for a dirty shower screen and dirty window, both of which were clearly visible on your check out report. These days a landlord can not just take a tenants deposit without their consent - there's a clear legal process if you want to challenge deductions that your landlord is proposing. If you choose this route your case will be heard by a third party adjudicator who will decide. Or you can just go and vent with a google review!

Sorry you feel like this Anna, and happy to talk to you about this further if required. However the days of bringing glossy print outs to viewings are long gone - these things are pinged around by email in 2018. Aware this doesn't suit everyone, but it's done in the interests of efficiency and saving the rain forest.

Correct - you asked to split the move in payment - we asked the owner (making it clear it wasn't essential) - the owner indicated he didn't wish to proceed - we processed an immediate refund leaving you free to go and rent elsewhere. Most agents will tell their clients "material facts" relating to potential tenants because they'll get in trouble if they don't. Despite getting a quick refund, within 24 hours you got on every review website possible and expressed your dissatisfaction.

Staff certainly shouldn't be rude, but as you're not listed as a customer of ours it's impossible to look into this any further and leads me to suggest the review may not be genuine. By all means contact our office and ask for a copy of our complaints procedure which will mean this matter DOES get looked into, and a formal response given.

Sorry you feel like that Jacek. Your move in was delayed by 48 hours as the property was having new carpets (not arranged by us) and the job hadn't been completed / we hadn't been made aware - we agree that wasn't an ideal start. The decision to sell the property was made by the owner though - we don't own the property so we can't decide to sell it. Had we known this was her intention before you moved in, we would have told you - as it's inevitable you would be cheesed off. But we weren't made aware, and having managed the property for 10 years previously with no suggestion that a sale was on the cards, we didn't have any reason to suspect this. Another agent was instructed to sell it without us being informed. We hope you've been able to find something suitable and apologise that the tenancy only lasted 6 months.