24th Sep 2024 (5 weeks ago)
Ria Lawrence and Georgia White recently managed a tenancy changeover where I was the incoming tenant in a 2-tenant houseshare (joint AST). There were significant challenges with this process, many of which were clarified after further discussions with Ria. While some concerns were addressed, the experience was still far from ideal. Here's a summary of my updated experience:
Deposit Handling: I was uncomfortable with the fact that Ria required the deposit to be transferred to the outgoing tenant before we could sign the contract. This felt like poor practice, especially since the outgoing tenant was not held accountable for leaving the property in a poor condition. However, Ria has clarified that this procedure was in line with their policies, which state that deposits must be transferred between tenants before finalising paperwork/before the outgoing tenant leaves. I feel this is a risky procedure, and feel Hawes & Co's process needs to be updated.
Contract Access: I could not review the contract until after the deposit was transferred, which made me feel pressured. Ria mentioned I could have requested a draft earlier, but this wasn’t clearly communicated.
Inventory and Cleaning Responsibility: Ria did not advise the outgoing tenant to clean the property before leaving or hold him accountable for any damages. After discussion, Ria clarified that Hawes & Co was not responsible for inventory management or cleaning, which fell outside their remit. While this is apparently in line with company policy, it was frustrating and resulted in additional cleaning and damage costs for the remaining tenant and landlord. The lack of clear guidance about these responsibilities contributed to an unprofessional experience.
Outgoing Tenant’s Cooperation: We anticipated issues with the outgoing tenant, particularly around unpaid bills, but Ria did not assist with this. She explained that communication between tenants was beyond Hawes & Co’s role. While this may be true, more proactive support would have been appreciated. Ria has now raised this feedback internally to assess if they can better assist future tenancy transitions.
Contract Issues: The contract drafted by Ria’s assistant, Georgia, had several mistakes, including missing clauses and incomplete rent payment information. Ria acknowledged these errors and corrected them after they were brought to her attention. However, this added unnecessary delays and stress.
Communication Problems: Ria’s responses to questions about the contract were often incomplete, requiring multiple follow-ups. While she did answer some queries, it was frustrating to have to keep chasing her for full responses. Ria has since apologised for any communication gaps but maintains she addressed the key areas within her remit. I still believe clearer, more proactive communication would have helped resolve issues faster.
Outgoing Tenant’s Accountability: When the outgoing tenant left the property unclean and damaged, he wasn’t held responsible. Ria clarified that the decision not to pursue him for damages was made by the landlord, not her. I still feel that more could have been done to ensure the outgoing tenant was held accountable.
Key Handover Issues: After signing the contract, there were issues with the key handover. The concierge wouldn’t release my keys because Ria hadn’t informed them. Ria has since apologised, explaining that she missed the initial email about the key release. She took action the next day to resolve the situation and offered a refund equivalent to one day’s rent as a goodwill gesture, which I really appreciated.
In summary, while Ria and Hawes & Co have addressed some of the concerns I raised, the process was still stressful and poorly handled. I appreciate the clarifications and apologies provided, but my overall experience was marked by a lack of proactive support and professionalism during key stages of the tenancy changeover.
I would caution anyone considering working with Hawes & Co to clarify expectations upfront and ensure all parties are aligned on roles and responsibilities.... Read more