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Martin & Co Croydon

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1.00 /5

Bullying, and generally abysmal experience from a tenant's perspective. Before our move-out date, they kept hounding us for additional viewings after having allowed one. I told them that we were unavailable on a specific week, yet they kept harassing me. A lady from Martin&Co (called Rugile, I believe) called me again, during that specific week I previously flagged we would be unavailable for, and tried pressuring us into a second viewing. She kept trying to aggravate me by cutting me off constantly on the phone and asking why I am being difficult. I clearly told her that we never rejected viewings, it's the specific date she asked for that wouldn't work for us. I also asked her whether an individual tenancy agreement would override STATUTORY RIGHTS; she - falsely - confirmed that it would, then put me on speaker phone in their office while trying to bully me. Unprofessional and shocking behaviour, honestly. Never received a clear apology for her behaviour either when I raised this with another point of contact from Martin&Co. **Edit: the director's response here is particularly misleading. First of all, contrary to their claim, we did allow a second viewing, even after their agent's disgusting behaviour; I merely asked Martin&Co to remove that specific person from any correspondence with us. The main issue was, all along, was how the agency handled one of their employees bullying tenants. Had they clearly apologised and admitted their fault, instead of this patronising narrative of theirs, it would have had completely different visuals. Furthermore, the suggestion that we, as ex-tenants, are somehow responsible for the landlord 'losing almost a month's rent' is risible, from multiple perspectives. Additionally, and in conjunction with the fact that the director's claim in itself is false - as we did allow two viewings, in accordance with the tenancy agreement -, the snide attack on character just sounds a bit silly and immature ('Personally though, had I signed agreeing to something, I wouldn’t go back on my word'). ** After moving out, the landlord tried to claim damages from the deposit. These were very clearly unreasonable and I won the dispute to its full extent. **Edit: Didn't think it was worth detailing this point further but the damage the LL tried to claim for had already been there when we moved in. It was visible on the check-in photos albeit being partially obstructed, and the claim in itself was a massive waste of everyone's time. One would be naive assuming a LL would lodge a claim against the deposit without consulting the letting's agent, especially with this LL's rapport; they proposed a lower rent than our offer and didn't raise in the second year of the tenancy. Nonetheless, fair enough, I've rephrased the above section to do it more justice. ** They also started generally ignoring any correspondence around relevant and reasonable queries once we gave notice of moving out. The cleaning company they recommended - Golden Kangaroo - was horrible, too. They never asked me during the booking phone call whether the flat was furnished or not, and then tried to bully me into paying an extra fee on top when they 'realised on arrival' that the property was indeed furnished. It'd be reasonable to argue the agency has financial ties to a cleaner they recommend, so it wouldn't be a stretch to say these companies try to fleece you wherever they can, hand in hand. **Edit: There was nothing 'libellous' in my phrasing. The suggestion is reasonable, and I would expect nothing less from a shady company that tries to mislead their tenants misquoting the law in a directly contradicting way and trying to harass them until they give in to an unreasonable number of viewings. It may just be a case of no one ever calling them out on this behaviour before. ** Please do not allow them any courtesy and try to stay away from Martin&Co. I have documentation that supports all of these points, naturally.

Reply from agent

Martin, Hi, thanks for your comments. I think this is a case of 'recollections may vary'... We are well aware of a tenant's statutory right to quiet enjoyment. Your contractual agreement to allow viewings with reasonable notice during the last two months of the tenancy does not over-ride this – in law, statute trumps contract. Personally though, had I signed agreeing to something, I wouldn’t go back on my word. As a consequence of your refusal to allow access on more than one occasion our client lost almost a month’s rent, as we were not able to show prospective new tenants the property until you had vacated. The reason the high resolution check-in photos from 2022 were not available is that the company that created the inventory ceased trading in 2023. We were asked by the landlord to seek a deduction from your deposit of £168 to cover removal of tape residue from a window and what he felt was damage beyond normal wear and tear to the paintwork on the front door. Having gone through the alternative dispute resolution process his claim was unsuccessful, but had it been found in his favour the £168 would have gone to the landlord not to us. We have no financial interest in implementing any deposit claim on behalf of landlords (rather the opposite, as they can be very time consuming for us also), however as we undertake deposit protection for most of our clients it is part of the service we provide. As we manage hundreds of properties we have many tradespeople that carry out work for us. Without exception (including the cleaners you mention) they are completely independent of us and there is no secret profit, mark-ups or referral fees. Your suggestion that we have ‘financial ties’ to Golden Kangaroo is actually libelous… Kind regards, Peter Brown, Director.

Contact details
Sales Phone:

0208 688 8565

Sales Email:

croydon@martinco.com

Lettings Phone:

020 8688 8565

Lettings Email:

croydon@martinco.com

Opening hours

Unknown

Address

145 Brighton Road, South Croydon, CR2 6EF, UK, CR2

We specialise in selling houses and residential lettings in Croydon, Purley, Kenley and the surrounding suburbs and provide expert advice, guidance and support to our customers across the local area. Joint Directors Peter Brown & Paul Maruna together have over 40 years of industry experience and opened Martin & Co Croydon in 2009. With enviable local knowledge they're both passionate about supporting local people in fulfilling their everyday property needs. Croydon lies between fashionable South London and affluent Surrey and is only 10 miles from the centre of London. Rental prices are much more affordable than those further into Capital and the area is heavily populated with both commuters and families. Whether you are looking to buy or sell a property in or around Croydon or you would like a free valuation, please do get in touch with a member of our team who would be delighted to help.

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