Stonehouse Lettings Reviews 156

They asked me to leave the flat BY October and because I found flat on September, moved out and gave them back the key “before” the next rent date, they still asked me to pay October’s rent!?! Despite the fact that the day before I called them and asked, would it be a problem if I leave the flat now and give you the key before the next rent due so I will not have to pay the rent, the male said yes that’s okay, so I brought the key.

Also they charged me for cleaning the flat about £150, despite the fact that I already spend 3 hours and cleaned the house before I moved out. I took a picture of after I cleaned the house, it was CLEAN! And they still charged me. They didn’t give me the house clean when I moved in by the way.
They also charged me £80, because they found chips(!?) above radiator.

They did not give me my Deposit either, I had difficulties to pay my new flats deposit! I will never understand what kind of people are they. Stay away from this company for your safety.

I wanted to attach the flat pictures that I cleaned and still paid £150, but I don’t want them to have clean and good condition flat pictures under their name.

Unreliable and unprofessional, misleading info agency.

stonehouse (now dj alexander) have left me in a mouldy leaking flat with broken windows for over 10 months now, despite reporting it consistently they’ve not only ignored me but blamed me. i was even mocked when i reported the radiator not working, claiming im too stupid to know how to turn it on. they’re currently showing this flat in the hopes of finding new tenants, and have not told viewers of the property about the damage in the roof. the folk who came to view it today were disgusted with the mould around all the windows. the mould is thick and black and has caused me to become unwell. it is embarrassing as a company for you to think people would want to live in a state like this, and seeing the other reviews makes me confident that it’s not just me in this position. the person holding the viewing told the viewers the wrong move in date, and then back tracked and stated they couldn’t confirm a move in date with the damage to the property. there was no inventory list during the viewing and she had to ask me what the landlord owned and what i owned. she then asked me if the property had gas or just electric, and if the electric meter was pay as you go or monthly! you’re the leasing agent, you should know these things! the bottom door to the building does not securely lock and often homeless and drunk people are asleep or arguing in the stairwell. it’s no wonder they’ve changed company name, as stonehouse is known around aberdeen for the awful way it treats tenants

Awful lettings company. Really not sure where to start but I guess the manager Jill is a good a place as any. Couldn't care less about tenants and just wants to fill the property as quickly as possible. Will hide things on video viewings that would quickly change your mind about taking the property. She couldn't be bothered to take a call at 16:30 on a Friday to discuss the house and text me to say she had finished for the week (open til 5pm). Pressures you in to making an offer with lies about numerous other offers. Ridiculous manager.

Avoid like the plague!!!!!

We rented a house which had a structural defect, rendering one room totally unusable and leading to continous damp and mold problems. A broken thermostat which they refused to fix led to chronic chillblaines (never fixed). We actually left the property in a better state than we received it yet StoneHouse tried to take all of the deposit money but lost the dispute with LPS. My advice is take photos and videos and keep emails as evidence as these people will lie and even make marks on immaculately cleaned areas of the house in an attempt to deduce from your deposit. Tenants 1-StoneHenge 0

NB: The responses from Stone House here on Trust Pilot are only to make it seem these kind of events are one off's -clearly they are not.

Avoid! Stonehouse Lettings (Now D.J. Alexander) does not care about the tenants in the slightest, other than their money! There’s no 24 hour assistance for heating/lock/security issues, even in an emergency! Anything that needs repairing or replaced takes months and on top of that they will blame and try to charge you for it when you move out. Students especially, they think they can take advantage of your age and relative inexperience. After letting with them once we avoided them like the plague until they unfortunately took over the smaller agency we rented with and we were devastated. We are good respectful tenants and take pride in that and yet we haven’t seen a penny of our deposit and it has been over 6 months since we moved out. I wouldn’t write a review like this unless I really felt I necessary, to stop other students experiencing what we have. Even amongst our circle we aren’t the only ones who have experienced this. I really would avoid using them if it’s possible.

This company has the best Service. They have good and polite staff. They helped me to have a smooth and quick process. They ensured I had the new house key at same day that they mentioned to me. Thank you all for your assistance. I recommend this agent.

Pure garbage with little to zero care when its your problem, had a broken window mid Nov to mid Dec. Moldy bathroom, kitchen with a hole and a breaking down fridge. nothing was done for weeks till officials with a stick to beat them/fine were involved. disgusting company, garbage repairs and even worse deposit return.

Jemma made the whole process seamless and easy to navigate. She gets five stars, but my bugbear is the awful tenancy bot system so have lost a star for that frustrating piece of nonsense. It's not geared up for Scottish tenants and no section to report child maintenance as an additional income. Jemma was great though 😀

Hi all, Please avoid this agent, they are now called dj alexander. All they are after is for you to move in but any repairs regarding the property is solely your responsibility, even communal lift.Forget it, they will not repair anything. To get your deposit back is also your responsibility. They only attend to your case when you call them but once you drop, your case is forgotten.
For your own good, please avoid them completely.

I am still yet to get my deposit back from them. I never knew or talked to the Landlord when signing tenancy agreement but when i was about to leave, I was told that everything lies with the Landlord.

Thanks

Avoid. Their buisiness practices verge on the fraudulent . Repairs to property still outstanding after 18 months. Property in an unrentable condition with no effort to remedy that. Calls never returned, emails never replied to. Assurances of 'taking care of it personally' by management used to defer the problem - never even looked at my file. Change of name to hide ander the DJ Alexander brand unlikely to improve things

Stonehouse are very proactive in securing new Tenants and Gill Annand is an excellent communicator and deals with all handover matters very efficiently.

Allan Caldwell (Portfolio Landlord)

Jemma Watt was really helpful and professional. I've dealt with quite a number of agents and I can say, Jemma is miles ahead of the pack in dealing with customers. She was warm towards me and my partner throughout the experience, and very patient too.

Parents of students please be wary of using Stonehouse. My daughter and her BF rented one of their flats for a year.

Flat was advertised as 2 bed but when they moved in there was 1 bed frame not built and 3 mattresses. 2 of which could have been used for props in Trainspotting. They had to dispose of the dirty mattresses themselves.

Damp in the bedroom was reported after moving in which ended up in a severe mould problem which was never fixed and was a health hazard. A damp expert diagnosed the problem but it was never fixed.

Other minor issues like broken microwave never replaced. Bathroom light not fixed for weeks.

Stonehouse kept the report on the deposit return until the last day possible then took deductions for a maintenance issue that had been reported and a cleaning issue that was on the inventory.

Communication awful, phone calls and emails just ignored. Absolutely shocking way to treat young people all they want is the rent paid. Properties being allowed to rot because basic maintenance not being done. Owners of properties either don’t care or possibly completely unaware. The owner of this flat is a professional who should be aware of the health effects of mould.

I needed an apartment to rent as fast as possible and most of my viewings with Stonehouse were organised by Maureen Cruickshank. She was very professional and her customer service was impeccable. She was also very punctual and arrived very early for all the viewings. I got the apartment and thanks to her.

Since I was trying to find a flat fast I had set multiple viewings a day and so most of them were with Maureen. At one point I had 4 viewings with in 1 day and she was so sweet and it was a pleasure working with her. Once I had found the flat I wanted I got to move in within a week with the help of Jemma and Gill who were always on top of their emails. Couldn’t have asked for a better experience :)

Jemma Watt and Stonehouse have been great. Organising viewings is easy, staff are helpful at the viewings and applying and getting through the tenancy referencing has been very fast and simple enough. Jemma was happy to delay my tenancy start due to being unable to travel due to bad weather also.

Despite being quite far from Aberdeen, Stonehouse Lettings was the only agency who helped me to find a place to rent even though I was not able to do an in-person viewing. Gill was very professional and I always managed to get in contact with her instantly in terms of video-viewings and arranging the process of letting in a fast and smooth way. I am totally happy with the service.

Gill Annand at Stonehouse is highly professional and provided a friendly service with quick responses to my emails and made the process of letting between Landlord and Tenant very smooth.

Gill Annand was great - ensured good communication on viewings and very proactive in organizing everything.