Their staff need Customer Service skills upgrade, very rude & unpleasant. They simply have no idea of what they are there for and how to speak to people. I have been reporting a repairs issue for over 4 weeks, nothing has been done. I rang up to follow it up today, spoke to a lady called Ailsa. She didn’t sound interested from the time she heard my reason for calling. Every word that I said seemed to trigger her negative attitude, she simply didn’t like to be questioned to a point where she hung up on me. I rang again to speak to the person in charge of lettings. His response spoke volumes on the lack of customer service skills in his department. (It seems like how she handled my call was a normal experience in their office).

Great when everything is fine and you don't need to contact them. However, 12 weeks to organise a boiler repair (during winter) and experienced them not answering calls from mine and wife's numbers once they got fed up of us chasing. Has a pipe burst out of office hours last night (Saturday 6 pm) and the answerphone gives an emergency contact number that no one answers or replies to messages or texts for help. My landlord is trying to be helpful, so what is he paying Goodchilds for? I'd look elsewhere if I was him.

Very RUDE! Called the letting agency today to let them know about the maintenance that needs to be done in our property that they are letting us in Walsall to report about the issues because it has been raised a couple of times but we did not receive any response from them to sort it out. The issue such as the fence including the wear and tear paint work that needs to be done as well as the peeling wallpaper has been addressed when we signed the contract last November 2017 to Brad which has not been follow up since by the agency. I calmly addressed the matter to Elsa at 9am today which she stated that she gives us a consent to "redecorate" as she described it (a term I would not use for maintenance since we have been renting the property for 3 years). I did highlight if this is the case, "please provide me a written email" which is a request I asked to cover us just in case the landlord would not agree on any changes to be applied. Called again at 3pm during my lunch break but the staff keep passing the phone and states that she is unavailable. As a family and my overall experience as being a university student and a Biopharmaceutical professional who lets houses, I am astonishingly appalled on how someone in a high position would talk to a client or my mother who is the sole tenant who signed the contract. Goodchilds is stating that they are offering a highly ranked customer service and for someone in a managerial role to not resolve a simple request via email or call my mum or speak to me, a client that way, I am shocked on how we were treated today. All estate agencies that we have dealt with in the past resolve maintenance issues straight away. I called again after work (5pm) to follow up her email as we are looking to see the house in a good condition as good tenants who are renting the property for 3 years. She rudely highlighted that I am not living there. My mum and my sister lives in the property due to I have to be relocated for a few months in Bedfordshire to work with a Biotechnology company. I am moving back end of this month which i highlighted to her that I am not happy about because maintenance issues has been raised to them a couple of times. Secondly, she highlighted that she spoke to my mum and I can't directly ask Elsa for an email because I do not live in the property. It has been highlighted before we rented the property all the way back in 2015 that 3 people will live in the property. I have just moved temporarily after already living in the house for a couple of years which terminates her statement. It was so appalling that she has to make a point that she is the manager which raised more of a concern for me since this is clearly not handled professionally and has to be raised to the Director of the company. Thirdly, I am quite concerned that she asked me to fill in a form to move into the property that I also live. It has been highlighted again before we rented the property in 2015; that this property is to be rented as a family by 3 people. Goodchilds did not put all our names in their contract. The level of disrespectful that I received today and for trying to chase up a company that is supposed to offer clients the best service "managing" estate properties for landlords made me ask Elsa the office hours and will be driving to sort this out asap all the way from Bedfordshire this week with my mum. We are aware of our contract agreement and it clearly states that the landlord is responsible to repair wear and tear. This agency has been making us pay £120 annually to "processing" of papers... (which has a lot of errors...). I have numerous networks in lettings and would not recommend this agency unless they sort out their core values, standard of customer service as well providing training on how to treat clients properly. I strongly believe staff training is required or else, there will be numerous loss of clients and continuous bad reviews online which could affect the reputation of the company overall. We will also seek advice from Citizens Advice Bureau.

This company is useless we currently rent a property with them we have needed jobs doing now for the last year and still nothing has been done. Keep telling us it's being sorted. Company's like this should be shut down

Consistently gave wrong information to both us as buyers and also to our sellers. This caused undue stress and problems. Maybe better staff training would prove more beneficial 😢 …

This is the worse Letting Agent I had to ever deal with. Let’s start with a complete unprofessionalism from the very beginning of mine and my partners „adventure” with them. When we first started to look for a property to rent and finally found and viewed a perfect property, the other people viewing it at the same moment as us have phoned the agency as soon as they walked into it and they have been granted it over the phone. The agency works on the first comes first takes basis. Basically the person that has viewed the property and physically goes to the agency and puts the deposit down is granted it. In this case, the people viewing the property have called the agency instead and while we were viewing the property we were stopped and told its not available anymore. This was a joke… but because we were really desperate in finding a place to move into, we carried on looking and have soon found something else. Let’s start with the fact that the fees this letting agent is charging are ridiculous. You pay for application, for checks, for the cost of the contract, for any renewals and for leaving the agency even after your contract ends ! WE HAD TO PAY 1557 POUNDS DEPOSIT. We have initially received a contract for 6 months which stated that after this period it will become a rolling contract. The time has flown and we have soon received a letter(or more of a threat) that if we do not sign a new contract, we will loose our home. I have called the agency and explained that we are moving out in 3 months anyway so I can’t obligate to another 6 months. I was assured that there is nothing to worry about and that they will definitely find new tenants and will release us. Everything was going great. We have been told new tenants have been found, a sign has been put outside the property stating it’s been let and a meeting with the agents arranged to take away our keys and check the property before we leave. We have been told the property is in a great condition and we will receive our deposit back within 10 days. A week passed and I heard nothing from the agency so I called and have been told that the deposit is ready and all they need is some letters confirming my gas, electric, water and council tax accounts are cleared. I have sent those within next 3 days and spoke to the Director Steve Rowe who assured me I have nothing to worry about ! At all stages I was assured my deposit will be returned. A few days later I’m receiving an email from Kate Rowe saying that actually we won’t get the deposit back, the property has been sold instead and until the sale process ends our deposit will be used to cover it !!! THIS AGENCY IS A BUNCH OF LIARS AND UNPROFESSIONAL STAFF. I AM NOW IN A POSITION WHERE I HAD TO SEEK LEGAL ADVISE AS THEY REFUSE TO RETURN THE DEPOIST AND ITS A LOT OF MONEY. DEFINITELY NOT RECOMMENDING AND WOULD ADVISE ANYONE CONSIDERING RENTING FROM THEM TO THINK TWICE AGAIN.