Just wanted to make the tenants and landlords aware of my terrible experience with StreetsAhead estate agents. As you might be aware, they are one of the largest operating in South east london, but seem to have demonstrating all the bad practices of a slimy, unethical business.
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We approached them for our search for a property for rent. After showing me a couple of houses (for one of them, the agent failed to turn up for a viewing), I put an offer for the first property I had seen. The agent I was dealing with(lets call her Ms Pain) said that the landlord had accepted the offer.

At this time, I was told to pay exhorbitant agency fees (agreement fees, checkin fees, reference check, and inventory check). I refused and said I don't want to go ahead with the deal. Finally Ms Pain settled for a reasonable £180 and promptly took a holding desposit of £350 from my account. This was Dec 12 last year.

Meanwhile, it seems, the landlord was having his own set of problems with the agent, and had withdrawn his instruction with the agency altogether.

Instead of informing us straightaway about this, Ms Pain chose to keep us in the dark. Ultimately, around 19th Jan (10 days before we were to move in), we learnt of this development through a common friend. I called the agent repeatedly, and left messages to confirm this. There were no replies from the agent. Once, when I did catch the elusive lady on the phone, she said, "As far as I know, the landlord has not withdrawn the instruction". She was lying. Just to be sure, we also sent them an email and a recorded delivery of a letter stating the conversation and our concerns. They received the letter and email, but didn't reply.

Finally today, after giving them 4 days to respond, we went to their office at Lower Addiscombe Road. Instead of trying to resolve the matter quickly (which was either connect us to the landlord or provide some written document stating that the deal was still on or return our money back), they accused us of shouting, and making things difficult for THEM. We were made to sit and discuss our issue with a guy from surveying department, who kept chanting,"I am from surveying, I can't deal with your compliant, I can just give you an appointment with Ms Pain". I told them I didn't ask to be surveyed, get me someone from Ms Pain's department, He said he couldn't do that, he could only make an appointment (surveyor becomes the secretary). I refused, and said we wouldn't leave the premises unless the matter was resolved. He threatened to call the police. That was fine by us, we said.

That did the trick. He by some weird coincidence just got a call from the manager. Colour drained from Mr Surveyor's face as the manager explained to him the true story. The landlord was indeed no longer dealing with them (who would?). We finally got a written confirmation from them that our money will be refunded to us. Meanwhile, there was lot of argument about how we learnt that the landlord had withdrawn the instruction.

Ultimately that was just smoke and mirrors, which seems to be the de facto ploy used by StreetAhead. Ultimately, THEY should have let me know that the landlord was no longer with them, and returned my holding deposit back immediately.

Not after we pay them a 'friendly' visit, and certainly not 6 days before we are supposed to vacate our current property.

For a real taste of hell, get in touch with StreetsAheads.