I am writing this review as a long-term landlord who has supported this agency’s business for many years. Unfortunately, my experience has been overwhelmingly disappointing. Their customer service was consistently poor, often entirely unresponsive, and communication was lacking at every level.

In my dealings with them, I observed a strong bias in favor of tenants, sometimes to the detriment of fairness. On one occasion, they disregarded a detailed checkout report that clearly documented damage to my property, and they still returned the full deposit to the tenant. Although I eventually received some compensation, it did not come close to covering the actual cost of the damages.

Routine property visits were unreliable—sometimes carried out, other times not—and when issues arose, they were handled with little to no urgency or accountability. One complaint took over a year to resolve, during which time they repeatedly ignored my emails. Their complaints department in Newbury was just as ineffective as the local branch, displaying an inability to process basic information or respond constructively. Instead, they often misrepresented facts and made unfounded assumptions, occasionally attributing tenant issues to landlord negligence without providing any supporting evidence.

Their lack of professionalism spans multiple departments, including the accounting team, from whom I am still waiting for a response. There also appears to have been a high turnover of staff, which may contribute to the inconsistency and poor service.

In my experience, this agency is not equipped to manage properties competently, and as a landlord, I have incurred financial losses rather than profit. I would caution other landlords to consider these issues carefully before engaging with them.

After years of dealing with them, I can say without hesitation that they were some of the most toxic and unpleasant individuals I’ve encountered. Every interaction was charged with negative energy. In particular the lady of the complaint department in Newbury treated me not with respect or professionalism, but with contempt—as if we were a problem to be managed, not clients to be served.
I terminated the agency’s services without hesitation, relieved to finally sever ties with an organisation that consistently failed to fulfil their contractual obligations and neglected to provide fair compensation for my losses. Working with them was nothing short of dealing with utter incompetence.