Don’t call potential customers at 7:30am in the morning unless it’s an emergency or requested (which it was not)

Once you sign a contract with them they do nothing afterwards. Even though you have asked to get rid of the mould in the property (this was the only requirement) they simply had the guts to say "you just accept it. Nothing we can do as we do not manage the property". Will not or ever work with this agency again. Very unprofessional and will not even recommend it to my worst enemy and no i will not email to customer service.

This is the worst letting office in Reading

As the saying goes, you get what you pay, but this doesn‘t apply to Prospect. I‘ve used many letting agents before, paid for £150 /person and have to usually wait around a month to get things fixed. Prospect charged us (2 people) more than £600 administration fee (originally they were going to charge up nearly £1000) and have not done anything they promised after we moved in for two months. Do not trust them, that's the conclusion. (Here is the full story) 1. Sharing one key fob between two of us since we moved in. I don't think that asking two fobs for two tenants (me and my partner) is an unreasonable request. We have to arrange every morning to see who will be home first after work in order to have the key as we both work during daytimes. They gave us a fob and a bunch of keys when we move in, and said the fob and one of the keys can be used to entrance the block. We tried every single key they gave us and none of them work. We went in to Prospect and they gave us another bunch of keys saying they were the master keys and still none of them work. So we requested for another fob to be made, and they even called us to confirm the fob we need is for the block entrance. Guess what, after waiting for nearly a month, the fob is made, but it is for the gate to access the parking space (which is broken and always opened since we had the viewing). And every single time we emailed, they just said they will chase up the block management company and there is no set time that when we will get the fob. We suggested at least three times after the first month of waiting that we can get the fob copied for them as the market price is £10~15/fob (no more than £20), if they can just give us the authority. They kept refusing to answer our question, and all they do is say we will chase up the block management company for you. I think they don't believe in us that their master key doesn't work, because when Prospect want to do the flat inspection (they hire an external company to do this), they gave the inspection company the same master key. And no surprise, the inspection company had to call us to arrange another time. This meant we had to work early so as to be able to come home and let them in. This is how ridiculous the situation is. 2.The blinds are not fixed since we moved in. When I went for the house viewing, the blinds were broken. They told us the blinds will be fixed, before we moved in. I even received a call from the handyman asking "can they have the key to go to the flat and fix the blinds" before we moved in. And the blinds were still not fixed when we moved in. The reason they gave us is they need to chase the money (deposit) from the previous tenant to fix the blind and the handyman doesn't have the fob to enter the flat. We have been instructed we cannot just fix the blind ourselves, and apparently it takes a week to fix the blinds so the handyman needs to come everyday when we are at work...nothing dodgy about that. Every time we chase them up, they have to speak to the block management or the handyman company and nothing gets sorted. They are apparently not responsible for anything but still getting paid by someone to "manage" the property. Everything is linked with this key fob, they can't bother to solve this and they don't accept the offer that we want to copy the fob for them (as they are taking two months for a fob coping that only takes two minutes). Avoid them because all they will and can do for you is just to collect the rent from you punctually, oh wait, they collected the rent earlier without notice in December for the January rent (They said the rent will be collect at the 1st day of each month). So if you want to rent from them, either be lucky that nothing breaks at the property that you are renting or maybe you want a expensive lesson of how to develop patience.

In November, I instructed Prospect to list my house which had been on with another agent for nearly a year. The pre-sales talk was all very positive and professional. After I had signed the instruction however, I didn't really hear much. I only had 3 viewings before Christmas, I then had to ring them for an update and for a plan in the new year. My other agent, Parkers, managed about 9 viewings in the same time period and proactively rang me with a plan for the new year. I have since had a sale agreed with Parkers and the only thing that I feel Prospect did was to push up the fee with Parkers due to the multi-agent listing. It was a complete waste of time and money from my side.

Extreamly disgusted with the service provided by prospect. They have been incompitent, lazy, and lie through their back teeth. Do not trust them and makesure you get everything in writing as they will swindle you. Myself and my partner rented a house that is a health and safety risk. The garage was made of asbestos so we couldn't use it, but the rent was never adjusted, the damp and structural issues that caused major health problems, we had to chase prospect for over a year to get fixed, and still not fixed. They refused to answer our calls, or reply to our messages. Then there is the issue with the condemed electrics that 3 electricians refused to touch as it was unsafe... the list goes on. Then the blatant lies they tell you when you complain, and when you give notice and they want to rent out asap so do viewings without informing you, we had people walking into our house all the time unannounced. They tell you as you are moving out over a month before the tennency ends as the house is making you so ill you can't live there, that you will only be expected to pay half the last months rent as they can have new tenants in by the beginning of the last month. They also tell all the new tenants the house will be ready to move into a month before our tenancy ends. But turns out they lied. Get everything in writing and save copies or print them, as you will need them.

I have made huge mistake by choosing Prospect over other agencies. Before renting the property, you get all sort of promises and they also talk a lot about service and then as soon as you sign the agreement, they behave like you don’t exist. Check-in process was complete pain for me and I end up living two days in hotel; on top of it, so called Property manager never attends your call/email. I am already 1.5 months into this flat but haven’t got the agreed furniture. When you take follow-up by email or visiting the branch, they don’t give you any proper answer. If you take follow-up by phone then good luck with it, my phone was never received by the property manager. Just to give you an idea of how useless the property management team is - I have send 25+ emails and made atleast 20+ calls and there is no appropriate action. So my suggestion to everyone out there - AVOID PROSPECT AT ALL COST.

Would have put 0 stars if i could! Property management team are abysmal, we have a property manager that dosent care, dosent ever get back to you, never is available to speak to and takes months to sort out issues. Honestly... avoid at all costs!! Paid high fees and had nothing but problems from the start and they continue to this day. just to give you an idea, I have sent 3 emails today alone all of which have been ignored.

If you can, then avoid them by all means. A lot of hot air about service when you will go to take the place through them but have actually the most apalling service possible. I have ended up having poor checkin and living in absolutely poor conditions at my apartment with live broken switch and limited hot water, dripping taps for which i bear the cost of. And calling them, emailing them is of no use at all. While they seem to be sitting in 'meetings' or on 'calls' all the time, clearly their customers have all the time to just do follow up calls or follow up emails. Don't repeat the mistake I have made by trusting them.

Very poor customer relationship management for the high prices they demand!! Property manager takes weeks to reply and is very rude. Does not provide feedback to tenants as to when workers can come and fix the house. Workers call with job sheets without being scheduled beforehand by property manager and then they blame tenant was not at home to attend visit!! Stay away from this company, very BAD service, will not continue renting a house/flat with them!!