Foxtons www.foxtons.co.uk

I’m currently a tenant of Foxtons who are property managing the apartment I am renting. The service the have provided to date is nothing short of pathetic. I have had an open maintenance ticket which is now 8 weeks old with absolutely no support being offered. I have requested to have the matter escalated on 3 separate occasions with no response from management. You can tell how toxic the workplace is by the service they provide and the pathetic excuse for management they have. The service I have received since signing up has been apathetic at best and downright contemptuous at worst. All for perfectly solid, reasonable and valid requests. They have breached contract and legislative laws without the decency of an apology on multiple occasions.

Renters and landlords - **avoid this company at ALL COSTS!**

My daughter rented a flat through Foxtons and moved in two weeks ago. The number of issues is shocking and not what we were expecting from Foxtons. They had clearly not carried out a pre-tenancy check. The flat was filthy. There was no smoke alarm which, I believe, is illegal. Electrical sockets are loose/exposed. There is no urgency in getting any of the issues resolved. Now they've got their money this is of no interest. Appalling. We will be contacting the Ombudsman to complain and asking for financial compensation.

I am having issues contacting Foxtons since I moved out of the property in November 2022. I have been renting the 1 bedroom property in Stanmore Place for nearly 4 years, I started my tenancy with Stones Residential in January 2019, and in July 2022 I have been informed through an email that Foxtons will take over Stones Residential so all documents and payment history shouldn've been transferred to Foxtons. But apparently this didn't happened. I have paid the monthly rent and all bills on time, professionally cleaned the property etc. When I received my inspection report in November, at the end of tenancy, there was a fee of £74 I had to pay. I have requested to know what is that for, as I have the proof for all my payments. I have been told that in August 2022 I didn't pay the rent in full, which wasn't true, and I submitted all the evidence of my payments. After this I have been told that the amount owed (£74) was taken off and that I will get my deposit back within the next 3-5 working days. This was already AFTER the 10 days period when the agency shouldn've returned the deposit, or give explanation on why the deposit owed was less ( if that would've been the case) The agreement I signed in January 2019 with Stones Residential, and the money I paid then, before taking possession of the property, is DIFFERENT from the figures that Foxtons has now. I sent multiple emails asking to clarify WHY figures are different. Every time I was trying to contact Foxtons, I got an automated response, that the person I was trying to reach is not in the office (all of a sudden!!!!! they were in the office before November but not anymore... really??? For a month!!! No one in the office???) I sent emails to all Foxtons email addresses I knew, called Foxtons 4 times ( from abroad on my money and time!!!) I have been told the manager is not in the office, or they stopped responding at all. I have been sending emails for over a MONTH.

As per agreement, I shouldn've already received the deposit back on the 28th November 2022.

It is now 1st January 2023. When I called Foxtons again I've been told that they don't know why there are other figures showing on my Foxtons tenancy online account (the online account was created in July 2022 when Foxtons took over Stones Residential) So it is now clear to me that whoever is responsible for the contracts and payments that were made BEFORE July 2022 - "accounting team" - lost track of any evidence, since now they are taking so long to respond and REFUSE to give any explanation on what it has happened. They have my money, nearly £2000, and refuse to refund and explain why are they late. I have now stated legal action against Foxtons to recover the debt. SHAME FOXTONS!!!!!! You are taking people's money on Christmas SHAME on you!!!! I was relying on that money in December!!! Happy New Year! But it's alright! You will need to give explanation to Court now! Shame!!!

The Landlords will also be informed.

Avoid, avoid, avoid! If you can let the property through any other letting agency, please do so, you will not regret it! I have had the worst letting experience of my life, in such inhabitable appalling conditions with foxtons. I am not sure if it is just this branch in particular that are unprofessional, unethical and clearly just not bothered or the company culture in general! The only time I have received communication from this branch was 1. The sales team when they were trying to let this property, and 2. Again the sales team, to book in viewings as the landlord wanted to sell the property even though I still had another year remaining in the letting contract! Be prepared to be on hold for hours! (I am not joking!) and to be ignored by phone and email for serious maintenance issues. They will blame the landlord and contractors, to pass the responsibility. The maintenance team are appalling. I have had maintenance issues outstanding since the 8th of February 2021! That I can still not get a clear answer on whether they can fix them or what the plan is to resolve them. My maintenance issues: 1. Blown sockets 2. Window handle is rotten and broken 3. Mould 4. Blocked sink 5. Toilet that does not flush properly 6. Toilet loose from the floor 7. Kitchen tap replaced shoddily breaking the kitchen counter that began to rot 8. Washing machine not working 9. Oven not working in the last month of my tenancy, foxtons sent over contractors who were to do remedial works in the bathroom and kitchen, which were actually heavy works and I was left without water completely, a non functioning bathroom and kitchen without consultation. I also received electric shocks from the switches, now that I have left I have been sent eicr which had the grading unsatisfactory for overall assessment in terms of its suitability for continued use, grading c1 & c2. I am so happy that my tenancy is over. I will never again rent through foxtons. I have now let through Stirling Ackroyd, and I can see why they won the regional: London Agency of the year 2022 (gold)

All very nice at the beginning of the contract, then completely unhelpful during the contract. I was left without a working toilet in the flat for weeks and only when I threatened legal action I was given alternative accommodation. Then as soon as the contract finished and we had to deal with the deposit, no one replies to emails, everyone stops answering. I was charged for stuff that was never even in the house and 300£ for professional cleaning when the house was given to me domestically clean.

Having been pressured for quick exchange we have just found out that the tenant will not be leaving. Nobody informed us of this and we had to find out ourselves by calling the Lettings agents. It appears this has

happened before to a previous purchaser. So have wasted weeks of effort looking, a considerable amount of money on solicitor fees and now back to square one without a property. Of course they will deny everything and say we agreed to buy a flat with a sitting tenant who refuses to leave even though a notice to quit has been served on them! Don't use these people, they don't know what they're doing but very good at the hard sell.

We had a very good experience with Foxtons North Finchley. They are very professional and helpful. I would certainly recommend them to anyone looking to rent in this area.

Really bad service. Constantly feeling ignored by the office managers and staff. Once they get your money, the do not care about anything; not even about breaking the contract. It is impossible to get a valid receipt of the money you pay, and any issues or questions you have are completely ignored. Really regret my decision to rent a property from them. Wouldn't recommend anyone to do it.

When we were first started renting the property with Foxtons, all was fine as it was managed by a private landlord. Towards the beginning of our last year (2yr tenancy) he sold the property and the new landlord opted to have the property managed by Foxtons (Kingston Branch). This is where the nightmare began. They allowed workmen to enter our property without our permission although both the tenants and landlord made it explicitly clear that they weren't to let anyone attend the property without us present. This happened on two occasions and on the second, they had broken our property within the flat and dirtied freshly painted walls (which couldn't be removed).

We of course complained but the "trusted workman" had gone on holiday the day after and couldn't be contacted and had apparently entered against the instruction of Foxtons property management. This then took a further week for them to have this resolved and our goods replaced - The workman had attempted to cover up the disturbance with a £5 replacement of a £35 item he had broken. The issue here was the fact that they entered the property we were renting without out permission and Foxtons gave them the key against ours & landlords instruction (Noted on their system).

Our property manager was also very rude and obnoxious and very unhelpful and even in the instance detailed above, he was unapologetic and his colleague had to resolve. Our new landlord also left them after less than a year. I completely concur, as on top of extortionate agent fees (not representative of service provided), they have deducted £150 from our deposit with no explanation even though our landlord emailed us to say what great condition the flat was left in after her inventory check. This seems to be a common issue with Foxtons - Disregard for the landlords needs/requests and disregard for their tenants.

We vowed never to use them again, but unfortunately they were the only estate agent managing a property we fell in love with so was forced to go with them again. However, the agent that showed us the property from the Crystal Palace office was fantastic and very personable. He was very helpful throughout negotiations and is the only reason for the 2nd star.

Was looking for a short term let and used their Balham office. Knowledgeable about properties and the area. Sent through properties they had on their books quickly and followed up regularly until I was sorted. Didn't need to use them in the end, and normally get irritated if sales people keep chasing, but the girl I dealt with made the process panfry and non-intrusive.