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1.00 /5

A random life situation happened to me and I had to give up the flat I had booked by paying £311. I cancelled a two weeks in advance. They don't look at customers as people just as a source of profit. They are only interested in how they can make money and when they are supposed to do something from themselves you suddenly lose contact with them. When the agency had business with me, they would call me all the time, unfortunately it doesn't work the other way round, especially when it comes to refunding money. According to law it’s up to the agency to decide whether money will be paid out and how much, but the government advises to be fair and look at the circumstances… I lost a job and was left without a place to live since I couldn’t prove one of the tickboxes for their flat application and £100 refund is not fair in this situation. I asked for time to explain my situation - I did not get it. I asked for a larger share of the deposit and nobody replied to my messages. Jacek

review by Roksana

Reply from agent

Dear Jacek, Thank you for bringing your concerns to our attention. We are genuinely sorry to hear about the difficulties you’ve faced recently, including your job loss and the subsequent challenges with securing accommodation. We understand that such circumstances can be incredibly stressful, and we regret any additional stress our service may have caused. It is never our intention to make any customer feel disregarded or valued only for their financial contribution. The details you've shared suggest that we need to reassess our approach, especially in terms of how we interact with clients during their times of need. We are aware that you had to give up the flat you booked at Grace Court by paying £311 and cancelled two weeks in advance. It is clear from your message that you feel let down by how we handled your request for a fair consideration of your situation, especially concerning the refund. Regarding the details of the transaction, it was noted that after you paid the deposit, you informed us through Graham that your employment contract would not be renewed. We understand this was a significant factor that influenced your ability to proceed with the letting. We did refunded £100 of the deposit as there was cost incured with suppliers, which was discussed with you. At that time, you expressed gratitude for the portion of the deposit that was returned, understanding it as a compromise given the situation. We are surprised to hear that the deposit was paid at a time when you were uncertain about your job continuity. This situation indeed complicates matters, but it emphasizes the need for clear communication from both parties from the outset. Once again, we apologize for any inconvenience and distress caused. We called you yesterday with no response to have a telephone conversation regarding this so please can you call us back on 01895-632211 regarding this matter, We will try again today Warm regards, Peter Lawrence Director

1.00 /5

Horrible agency, unprofessional staff they are unhelpful. They are looking for money only once they get it, you will see zero service at all levels, how rubbish.

review by Renad Alzoubi

Reply from agent

15th Dec 2023 After reviewing all of CRM platforms and databases I can confirm you are not on there so I can only assume you haven’t respond to my message below or contact me this is another spam review so will report it to google 11th Dec 2023 Many thanks for your review, I would personally like to have a conversation regarding your review on what has happened as we wouldn’t take any money of anyone for no reason Please feel free to contact me on 01895632211 and ask for me I hope this isn’t a spam review like others google found with IP addresses Kind regards Peter Lawrence

1.00 /5

review by Bhaskar Agarwal

Reply from agent

Many thanks for your review, it would be good to have a conversation on why you have decided to leave this review, please feel free to contact me on my e-mail peter@lawrence-rand.co.uk Kind regards Peter Lawrence Director

1.00 /5

Really poor service from Hayden. Can’t answer simple questions about a property. He’s quite rude and clearly doesn’t care about his job.

review by Jay Patel

Reply from agent

Dear Jay, many thanks for your review, I would personally like to have a conversation please can you send a e-mail to my PA Laura.butler@lawrence-rand.co.uk to arrange a call with myself This is very unlike Hayden Kind regards Peter Lawrence Director

1.00 /5

Very disappointed and frustrated with the services provided by LR. I recently engaged with the team in hopes of securing a rental property, but the experience I had has left me thoroughly dissatisfied and disheartened. First and foremost, the lack of transparency and communication throughout the process has been highly unsatisfactory. After providing all my necessary details and being repeatedly assured that the contract would be sent to me promptly, I was left waiting for an update without any indication of progress. It was only after continuous efforts on my part to seek an update that I was informed, rather abruptly, that the landlord had decided to change her mind. This sudden change in the landlord's decision without any explanation has only exacerbated my frustration. As a potential tenant, I believe I was entitled to a reasonable explanation for such a significant shift, especially considering the time and effort I invested in the application process. The lack of clarity in this matter has left me questioning the integrity and professionalism of Lawrence Rand. The false hope and inadequate process I encountered during my interaction with this agency have only added to my disappointment. I relied on the information provided to me and made decisions based on the understanding that the rental process was being handled diligently and fairly. Unfortunately, the reality has proven otherwise.

review by Fardosa Mahamed

Reply from agent

Dear Fardosa, Many thanks for your review. I have looked into this further. Your offer was accepted by the landlord subject to your references. We then put you through this process. Once we provided the references to the landlord, she then changed her mind. We tried to find out the landlords reason but she simply said she has had a change of which is what we told you. We as agents are asked by landlords to find tenants and reference them and then it’s the landlords decision if they want to proceed. Unfortunately we have no control over the landlords decision as this is not our property. Kind regards Peter Lawrence Director

1.00 /5

Tried to charge us a fee that's been outlawed by the Tenant Fees Act. Would recommend you avoid them since they are unable to follow basic rules, who knows what else they aren't doing correctly. Edit: I see they are still providing incorrect advice in their replies. I have it in writing from the landlord that Lawrence Rand requested this illegal fee. Luckily for him he did not follow Lawrence Rand’s advice. The Tenant Fees Act allows for reasonable charges in the case of lost keys ONLY, not for delayed receipt of keys. You desperately need to seek legal advice on how to run your business in a legal manner.

review by Marcus Lewis

Reply from agent

Dear Marcus Many thanks for your review. After looking into the file yesterday as this is when I was informed I would like to inform you on why the Landlord (not Lawrence Rand) requested the additional days payment. We received the keys back from you later than your check out day which isn’t Lawrence Rand or the Landlords responsibility. Access couldn’t be granted and therefore a tenant may not have left the property which is why the additional cost is added. If you had returned the keys back to us on the day you was to move out of the property than you wouldn’t of been in this position. Again I will state it isn’t Lawrence Rand responsibility for you to return the keys and also it was the Landlord request to charge this additional day. Kind Regards Peter Lawrence Director

1.00 /5

review by Shruti Patel

Reply from agent

Dear Shruti Patel Many thanks for you review I have crossed referenced our database and you don’t seem to be on there so I am very concern this might be a false review I am more than happy to have a conversation on the telephone so please feel free to call me on 01895632211 Kind regards Peter Lawrence Director

1.00 /5

As a tenant, it is fair to remember that these agencies only really work for landlords. The agency took care of us during our tenancy, but as soon as it ends, the tone and atmosphere completely shifts. And all they do is to try and get as much money as possible off your deposit (especially landlord from the church) so beware! Living in London for over a decade the only two times I had issues with my landlords are from Pinner/Harrow area.... Absolutely shameful!!.... I wish I knew this before renting in this area, so People be careful and take literally photos and evidence of EVERYTHING or you'll see your money being stolen from these guys...

review by Aurélie Marteau

Reply from agent

Dear Aurelie Many thanks for your review, I am more than happy to look into this for you, Lawrence Rand works to what is in the agreement and inventory that is signed by the tenant and Landlord. There is nothing in it for Lawrence Rand if a landlord wished to hold back a Deposit but you have every right to appeal this with the DPS directory Please feel free to contact me on my e-mail peter@lawrence-rand.co.uk and I would be more than happy to review this for you Kind regards Peter Lawrence Director

1.00 /5

Edit. One star is even too much! We were looking for a house to rent. Went to view a property and then place the offer. Next morning Breydon call me to tell me the landlord had accepted our offer. He sent me a link to pay the holding deposit. I had tried for 20 minutes to pay it but the link they sent to me wasn't working and kept saying "sorry technical issues". After 30 min I received an email (neither a phone call) saying my offer had been cancelled. So I called them to understand what was happening and the lady who aswered the phone said " sorry the market is quick, we had another offer." Excuse me? The market is quick? Is this what this lady is paid for? For saying the market is quick? Breydon didn't even tried to apologize but as I understood later on he doesn't have an honour to worry about. They were cruel and wasted our time. I already had a call and an email confirming that the house was ours! Breydon said: the landlord is happy with the dog. If you have an honour you don't say to other people that a house is still available if you have just given it to someone else. I didn't even had the time and the means to pay the holding deposit! You say that you are pet lovers. If you really were you would have known how much stuggle we have in renting a house, so you should have helped us because we had every right to rent that house first. Now you are saying that the landlord went for other tenants because of the dog. Besides the fact that I think it is illegal to reject someone just because they have a pet ( I am going to investigate it with a lawyer) when I asked Breydon if it was because of the dog he said " No absolutely not". So here another proof that this is not a trustworthy agency. The owner says a thing the employee denies it. Where is the truth? As I told Rebecca, this agency made my family waste our time and made every tenants's nightmare comes true: be homeless. Now my choice is either to abandon my dog on the street or to go and live under a bridge. We even offered a higher rent and Breydon neither told it to the landlord! Breydon chose not to give us a chance. Not the landlord. Rebecca wrote to me " it's not fair you accusing me". How in the earth you dare using the word FAIR to someone you have just cheated!

review by Mary JP

Reply from agent

Dear Mary, Many thanks for your review and i have already conducted an investigation into this. I have spoken to our lettings team and it was the landlord that decided to change there mind and select another tenant based on not having a Dog. I know this is extermly frustrating but i want to make sure this isnt our decision we are all pet lovers here and most of the team has dogs Kind regards Peter Lawrence Director

1.00 /5

We are purchasing from this Estate Agent currently and have had slow and poor after service. Communication with the Agent Hayden has been very poor as a buyer and would avoid going forward if I am looking for a house again and would not recommend to any families or friends. So disappointing.

review by Dinesh Gohil

Reply from agent

Dear Dinesh Many thanks for you review, I have investigated what has happened on this situation. Due to the appointment being out of working hours our client informed us that they would be more than happy to show you the property, We even offered to accompany the viewing out of hours to help but was informed there is no need for this. When you visited the property for some reason our client decided not to let you in which is completely out of our control. Their is no need for Lawrence Rand to delay any transaction and we wouldn’t get into the top 2% of the best agents in the UK by doing this. Our goal is to move people as quick as possible and will do whatever we can to help. I am more than happy to speak to you directly regarding this to see how we can speed up the transaction but 95% is down the solicitors once a sale is agreed Please contact the office on 01895-6322211 and they will put you through to me if this is something you wish to take up Kind regards Peter Lawrence Director

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