DISGUSTING COMPANY AND PERSONAL! THE WORST LETTING AGENT I HAD TO DEAL WITH! THEY MANAGED IN SUCH WAY THAT IN A WHOLE YEAR NOT TO FIX EVEN TOILET! STAY AWAY FROM THESE PARASITES IF YOU WANT TO RENT! REALLY HOPE KARMA WILL STIKE BACK! MISERABLE AND DISGUSTING AGENTS!

I’m writing to express our dissatisfaction with the experience we had renting a property through this agency. We had high expectations based on the listing of a fully furnished apartment, but upon moving in, we were met with several issues that were frustrating and disappointing. Firstly, during the signing of the rent agreement, we noticed that the contract clearly stated the rent was to be paid on the 24th of every month. However, when it came time for the rent payment, the agency insisted that the rent was due on the 1st of each month instead, which they sent emails to us accusing us that our rent was overdue. We immediately pointed out the discrepancy, showing them the signed contract, but instead of apologizing or offering a solution, they became evasive and started pushing back aggressively. Their attempt to alter the payment date was not only unprofessional but felt like an attempt to scam me into agreeing to unfavourable terms after the fact. They even tried to make me feel like the error was on my part for not noticing this change earlier. Despite the contract explicitly stating the 24th. Also, we nearly got scammed by this agency when they tried to overcharge us while making our initial payment, and at the end of our tenancy. In addition to this, the move in date was delayed due to some issues with the landlord and the agent, however, the house was advertised as “available now”. Our move in date was changed from the 09th, 11th to the 13th and finally to the 24th of October 2023. This resulted in cancelling our jobs to fit into the actual move in date. When we finally moved in, we found that the sofa provided on the day we moved in was bug-infested, there were no beds in the two rooms, just a dirty mattress. It was clearly not in a habitable condition. Additionally, the apartment was only equipped with a mattress, and not the full set of furniture that was promised in the listing. This was a major inconvenience and certainly not what was advertised. It took two weeks for your team to deliver the furniture, after going back and forth with Nancy Suri. This caused further disruption and discomfort during the initial period of my tenancy. We had to make last-minute adjustments to our plans, which added to our frustration. The thing which was brought to us as a sofa is one that can be turned into a bed. We made complaints several times regarding the type of furniture provided. We were advised to make a complaint to Jake Harley and which we did but received nothing tangible. “Unfortunately, the landlord is only responsible to supply the furniture you've requested - the condition/quality of the furniture is obviously something he has chosen to supply”, this was his response from the email he sent. If we were aware that was the kind of furniture in the property, we would not be renting. Despite our complaints about the issue and awaiting your response, the problem was not resolved. As a result, we experienced undue stress and discomfort, which severely affected our overall experience in the property. Given the circumstances, we believe it is only fair to request compensation for the inconvenience caused. We trust that you will recognize the validity of this request and provide an appropriate solution. At the end of our tenancy, the agency refused to refund our holding deposit, despite providing them with a receipt of a professional cleaning carried out before we left. Hazel Sims (Senior Property Manager) is the one insisting some deductions be made on our holding deposit. What a shame. We raised these issues with the agency at the end of our contract, though we got a response from Chloe Hoptroff who promised to investigate our complaints and gave us a feedback duration of 14 working days. Unfortunately, we have not received any feedback till today and that was on 13th Decmber 2024. I sent an email for a follow up but no repsonse was received. Please note that every statement made here is backed up with emails, text messages, and photo evidence.

This is by far the worst customer service I've experienced in my life. Even though they mentioned in our contract that our flat gets professionally cleaned, we were greeted by mold, maggoty couch and dump everywhere. Half of the stuff weren't working properly or broken, and they never did anything to fix them. They never reply to calls, emails and any other messages, and never really tried to do anything. AVOID AT ALL COSTS.

I recently had a very disappointing experience with Prospect Estate Agency in the UK. From the beginning, their lack of professionalism was evident. The property was handed over in a deplorable condition despite their assurances that it had been professionally cleaned. The mattress was turned upside down to hide its filthy and unhygienic state, the carpets were dirty, and cobwebs were visible throughout the house. Despite raising these issues, Prospect offered only inadequate solutions, such as a small budget for a replacement mattress, leaving me to dispose of the old one myself. Storage areas in the property were filled with the owner’s belongings, severely limiting available space. Additionally, the paintwork in the property was of such poor quality that it stuck to my hands, indicating cheap materials were used. Several other promised amenities were missing or misrepresented. The main issue, the washer was falsely advertised as a washer-dryer, and when confronted, Prospect denied any wrongdoing and offered no remedy. Maintenance was another major failure. The property had a water leak in the bathroom, which has still not been resolved despite multiple contractors visiting the property. The agency suggested replacing the carpet but expected me to move all my furniture without any assistance. Communication regarding these issues was abysmal. Even after numerous attempts to resolve the problems, there was no accountability or effective response. To add to my frustration, basic logistical necessities like mailbox keys and parking permits were either not provided or mishandled. I was given a faded visitor parking permit that was against PCN rules, forcing me to borrow one from someone else. Despite several requests, Prospect failed to help me obtain a valid permit, leaving me to sort it out on my own and at my expense and they reimbursing only partial amount. Their staff exhibited unprofessionalism throughout the process. Stefano, in particular, was arrogant and dismissive. When I raised my concerns and requested an early termination of the tenancy due to these unresolved issues, Prospect responded with financial penalties, showing no intention to rectify their failures or meet their obligations. Considering the rent I am paying for this one-bedroom apartment, the service provided by Prospect Estate Agency has been nothing short of appalling. I strongly advise against using their services and hope others do not have to go through a similar ordeal.

There are 2 things that let them down. 1) They have extremely uncompetitive sole selling rights. A lot of other estate agents have 3 months, Prospect have 6 months. I only realised just how uncompetitive they were after I signed and ended up deeply regretting it. 2) Ross Hobbs. I had a couple of telephone conversations with him where is was rude and unhelpful. In the end I would only communicate with him via email. My situation ended up being quite complex and I didn't find him to be supportive. In the end I left Prospect and I emailed him twice to take down the post from Rightmove but it was still there days later. In the end I had to contact Rightmove directly to take the advert down. It was a stressful time because I was worried I would loose the onward property that I had an offer accepted on. In the end I took the situation into my own hands and ended up completing on the onward property.

They don't seem very organised. was Told my booking was cancelled when I was 10 minutes away from the property due to the estate agents being stuck in traffic! Would have been nice to have been given the option of to either cancel it or wait! I wasted 3 hrs in the car getting there and back.

Very worst property management service . I don’t recommend this estate agents in Reading

Presumptive, impertinent, rude. *I'll* decide how many rooms I need, thank you very much.

They are the worst in the business!

Poor customer service. Better avoid.