My experience of everyone was relatively pleasant, people were friendly and helped myself and my partner to get the flat we wanted - our first flat. There was however a period of almost three weeks where basically nothing happened with our referencing, causing undue delay to the process of getting the flat. It is my belief that the agents I dealt with are not to blame directly, but I did feel slightly unsupported when dealing with the absolutely terrible referncing system Goodlord.

3 stars given mainly due to interaction during the finalising of the property. Unfortunately, I did not find the communication smooth with regards to the holding fee being paid as none of the Goodlord links actually worked in the email I received and we were being pressured to pay the holding that day otherwise our second viewing would be cancelled. I did not receive an apology for the links not working - instead, I had to try and pay on my phone which wasn't ideal and was a solution I came to myself. We also did not receive essential key codes for the building to access it on move in day. The three keys we were given did not work. We also noticed lights to the property were left on for a full week before we moved in (we live down the road) and have had to carry out many calls with Bulb to sort out the debt which had been accrued whilst we were not in the property. The viewings were polite and friendly and we did receive good communication from certain colleagues but others not so much and did feel pressured.

None of the agents seem to know the first thing about the properties they are selling. They don’t follow up, don’t know conversations had previously, don’t know if it’s first or second visit. As a viewer I find it reallly off putting and unprofessional.

Was informed by Toby Hills that the property included the fridge and washing machine on display while viewing. Put a deposit down, moved in, only to find that the white goods were no longer there. Also discovered that the property had a flea infestation that they didn't seem at all interested in clearing (I was advised to go and buy flea spray from a nearby Vet's.) There was constant pressure for viewings in the last month, despite me making clear that I worked from home and block viewings would be preferred. I offered a table in the property for free to one of the sales staff Kerry-Anne, after she expressed an interest. After moving out, she changed her mind, and I was faced with the prospect of having to pay for its removal (the management department saw sense in the end). They're getting a two not a one because Joe Newman in management is a decent guy.

Was informed by Toby Hills that the property included the fridge and washing machine on display while viewing. Put a deposit down, moved in, only to find that the white goods were no longer there. Also discovered that the property had a flea infestation that they didn't seem at all interested in clearing (I was advised to go and buy flea spray from a nearby Vet's.) There was constant pressure for viewings in the last month, despite me making clear that I worked from home and block viewings would be preferred. I offered a table in the property for free to one of the sales staff Kerry-Anne, after she expressed an interest. After moving out, she changed her mind, and I was faced with the prospect of having to pay for its removal (the management department saw sense in the end). They're getting a two not a one because Joe Newman in management is a decent guy.

One of my worst experiences as a tenant. After moving to Hove from London, where I’ve lived for 20 years, I was hoping for a smooth experience. 3 weeks into the tenancy I’m still waiting for things to be resolved. Flat had an inventory which wasn’t worth the paper it was written on. List of issues: Flat not professionally cleaned - excuse from Joe the Letting Manager (LM). It doesn’t have to be professionally cleaned. They offered to clean the kitchen but I did it myself as who wants to live with a dirty kitchen. Cooker and cooker hood doesn’t fully work- excuse from the LM - we could not expect the inventory to pick that up. Rotten back door - excuse from LM -we could not expect the inventory to pick that up. Windows don’t open - excuse from LM -we could not expect the inventory to pick that up. 1 of the fridges in the kitchen does not work - excuse from LM - we could not expect the inventory to pick that up. Some of the blind cables are broken - excuse from LM - we could not expect the inventory to pick that up. Wood lice coming into the spare room - excuse from LM -we could not expect the inventory to pick that up. Some radiators don’t work. Excuse from LM -we could not expect the inventory to pick that up. Think you all get the message. Zero accountability and minus 100 for empathy for what I’m going through. Credit to the landlords as they are trying to resolve things and had the decency to apologise. Shocking service from this company, especially their Lettings Manager.