Dear Francesca,
Thank you for your detailed review of your recent experience with Red.
As the business owner for over ten years, I was concerned to see so much negativity and especially to get our first one-star review.
I've spent some time looking into your grievance and whilst the move-in was far from ideal, I believe your partner was fully aware that you were renting a property which was ready for major renovations as soon as you moved out. Therefore, the property was priced with this in mind.
My replies below are not to appoint or avoid blame, but maybe add some balance to the very harsh, one-sided review you made. I had tried to reach out on the WhatsApp group but you and your partner have now left. Therefore I decided to make it public reply.
• At no point on the 2.5 months let, do you complain to us. There was a WhatsApp group with set up with you, your partner, the landlord, our property manager and myself, plus the co-agent we used for this let.
• I wasn't aware that the property was in bad condition when you moved in. I would have insisted you be compensated for this if I had know.
• I can only see one message sent outlining the clauses to be changed. It is standard with generic contracts to have some questions and changes made.
• I can also see from the WhatsApp chat that you had a set left for you in a key safe at the property and the second set were available for you to collect nearby. As you were moving, you could not get to collect the keys, and they were left in a 'safe place'. Obviously, I wouldn't suggest leaving them under a bin, but from your partners message on the 18th I assumed you had made arrangments you were happy with.
"Thanks for sorting the keys for us, that's great. That saves me cycling over to A's house tomorrow morning."
19/9/20 "Yes the bin option is fine thanks."
• Landlords post and arranging the surveyors - From the 100's of messages and photos on the WhatsApp group, this seemed to be dealt with in a friendly helpful manner. I supprised this has become an issue after the fact.
• You refer to chasing the deposit, your tenancy ended on 27th September 2020 and the full deposit returned on 29th September 2020.
Below is the reply from Scott after my short investigation.
"not once did they complain about anything. Her boyfriend called me after they moved out to thank us. "
Also, our property manager refers to the fact this was not a usual short let which your partner Ben was aware of, thus the discounted rental for a more temporary let.
"not once did they said they were unhappy!! You were also in the WhatsApp group for this flat so could see all the communication between them, Eleanor, Scott, me. I don't know for sure but I believe they didn't pay a short let price for that flat either." ... "...that flat wasn't ready for move-in but I understood they knew it and that was the deal and the reason they were getting such a good price for it."
- end -
What troubles me about this review and the whole experience is the fact you would wait over three weeks to write the review instead of coming to us directly to inform us of your bad experience whilst it was happening. As with the property management issues you experienced, we could have resolved this quickly.
I appreciate the time you've taken to write it and thank you for sharing it.
This was not a usual let for us in terms of its term and condition of the property. However, there is something to be learnt and hopefully gained thought this communication.
With kind regards
Richie Tramontana MARLA
Founder/Director
Red Property Partnership.
