Surrey and Hants Limited

We relocated to Surrey 6 months ago and had to rent a house for a short period of time with Surrey and Hants. The agent signed to say that the property had been professionally cleaned before we moved in and it was not. When we complained they said that they'd take this into consideration in our inventory when we leave. The property was in poor condition and the refrigerator was mouldy; it took me an entire day to clean the property to live in it and I had to start a new job the very next day. The agency were disorganised, they ignored phone calls and booked gas men for times we had already said were inappropriate. They gave us a 3 month contract so that we could get out asap, when we were due to move we kept them and the landlady up to date, telling them of our intention to move in February, about 9 weeks before we actually moved. When we gave our formal notice, the agent told us we were rude for only giving 4 weeks, despite this being our contract and couldn't recall our prior conversations via phone and email. This was the issue throughout our tenancy; the agents had not communicated with one another and questioned us on the same things each time we spoke, for example, they quizzed us on professional cleaning at the end in four different phone calls, despite our disagreement about cleaning at the start of the tenancy. Luckily I had before and after photos! When we left the property, it took 24 days to receive a refund of our deposit and this seemed to be because they had forgotten about it. We chased this and they ignored us, until they finally returned it, claiming they had not heard from our landlady.

The other thing to watch with this company are the astronomical fees, we were charged for signing paperwork, for inventory check in and check out and for the deposit to be released.

Avoid them if you can!

Have been a tenant through Surrey and Hants for 7 years, I moved into my first rental and Simon was very helpful and knowledgeable and made a the whole process very easy and explained everything, I then moved to a new property closer to work a year later again through Simon and have been in the property for 6 years now.

The office team have always communicated well and have been easy for me to get hold of, When things have gone wrong in the property such as the washing machine they have acted fast to get the situation resolved and have always been there when needed.

Whenever I have had queries for the landlord such as putting up shelves or decorating Surrey and Hants have always jumped straight onto it to get me an answer as soon as possible.

The reviews these guys are getting are really harsh. I had no problems with them.

Just completed a tenancy with them. Initial admin fees were the cheapest by far for me (I was a single occupant and they were 100 cheaper than the nearest competitor), the check In was fast and the person they used for check out was incredibly professional and helpful. I’ve had issues with inventory clerks on check out in the past and the service they use is great. I also had a discrepancy with the landlord at one point and they backed me up and defended the that the landlord was at fault for the repair work (which she was)

Some of the fees are slightly higher. The annual renewal is slightly more and so are the final references but the check out cost is cheaper and so are the admin fees. I think you’d have to be there about 6 years before it worked out more expensive?

My only issue was my tenancy was cut short due to the landlord (really short. Through no fault of my own) but this was 100% down to the landlords decision with what to do with the property. I think people forget that they are a letting agent. They’re third party and act on behalf of the landlord so any delays in replies, delays to work completion and things like that can often be down to a break down on communication from the landlord (my last property before this one had an awful land lord. So slow to do anything).

Honestly over all the team we’re supportive, Debbie was very quick to respond to any issues I had and I finished with my full deposit back, no hidden extras and all pretty stress free. I’ve actually gone on to buy a property now so am no longer renting but if someone else were to look at rentals I would recommend Surrey and Hants. Much less stressful checkout service than my last letting agent!

Had an appointment to view a property,
Arrived not expecting flowers just someone to show me around.. not a soul..!
Couldn’t be bothered to tell me of the cancellation.
So avoid .. they obviously don’t give a toss or are just not that bright!

Charged a cleaning fee when leaving for removing the protective film we left on kitchen cabinet doors throughout the tenancy - laughable.
Property we moved into was cleaner when we moved out, than when we moved in but were charged a cleaning fee.

Phoned to get a viewing and was told that they were busy. The lady said that she would get Steve Bailey to call back. Nobody returned my call and we bought a lovely house from another estate agency. We should of read the reviews about this firm before wasting our time calling them. Very unprofessional company best to avoid.

I have been with Surrey & Hants for over 6 years and am surprised to see so many negative comments. I bought a tenanted buy to let flat through the agency 6 years ago and was very impressed with their service; they were professional, proactive and ensured that a strict deadline for completion was met. They then managed the flat for me over the years during which I had no void periods. They handled all the admin, refurb works and any issues raised by the tenants were communicated to me immediately and dealt with straight away. I cannot fault the management at all. When the time came to sell the property they found a buyer for me within weeks and although the sale has been frustrating at times, through no fault of Surrey & Hants, Simon has been very patient and very responsive throughout the process, keeping in touch while I was abroad on holiday and giving sound advice when I needed it.

Thank you to Gemma for a helpful and extremely understanding approach to my rental needs. Professionally managed, I feel in good hands, to take on a new property. Thank you ou to you and your team
Sallianne