Townends

Although they were helpful when showing us around houses, Townends were extremely impersonal as soon as we'd paid our deposit. Between us, we have had two contracts with Townends, and their customer service has been appalling both times.

The first problem, which has affected everyone we know who has used them, is that they share your details with other Townends branches. This wouldn't be a problem, except that they do this even if you specifically ask them not to (and tick a box stating that you wouldn't like to hear from other branches). It is very annoying to have three or four conversations where someone is trying to book a time for you to see houses in an area you don't want to live. Often they phone you even after you've found a house (from Townends).

On one occasion our bank transferred our rent a day late (something which most banks say they may do in their small print), and Townends insisted on us paying a fine of an amount which they made up!

On another occasion the landlord did not send back the deposit for well over three months, and Townends refused to do anything about it, stating that once the letting time ends it is up to you to get your money returned.

Before you even obtain a contract it is necessary to pay them to "professionally" prepare a contract. This takes an inordinate length of time, and what comes back looks like a generic contract with the names and addresses changed. However, their contracts are also riddled with spelling and typing mistakes. One such mistake was (or presumably still is) "...upon the determination of the tenancy." which should have read "...upon the termination of the tenancy." Clearly this dramatically changes the meaning of the sentence. Another sentence, in bold and in a section entitled "IMPORTANT", refers to the "Citizens Advise Bureau". We enquired about them correcting these mistakes, and were told that we would have to pay for them to be professionally rewritten, and that it would take a long time.

We have found Townends extremely slow to pay money back, but very quick to raise fines.

We have also had contracts with different estate agents that were fine (for example Runnymede Residential Letting Services).