Fraser & Co Avis 

I moved into a flat in March of this year and received the welcome email outlining who the utilities etc were set up with and who I needed to speak to to set up accounts. It was the typical Electic (no gas), Water and Council Tax.

A few weeks after moving out, I was told there was a heating and hot water provider I was never told about and that this wasn't part of my electric bill - resulting in a surprise bill that I not only had to cover but I had to agree to give it to the landlord out of my deposit otherwise the deposit would be withheld indeterminately.

This is pretty alarming:

1) I have no qualms about paying a bill that is due, however, only telling me a bill is due after I've moved out is incompetent at best and deceitful at worst. I thought I had tight control over my energy costs but this has essentially doubled my bills over the last 6 months. Hardly helpful during a time when energy costs are through the roof. If I'd known my energy usage was going to be double what I thought it was, I could have tried to moderate my usage even more.

2) I shouldn't have to give the landlord anything towards the bill - if the debt is between me and the utility provider, the landlord is irrelevant and it isn't grounds for withholding a deposit

The TDS says "In general terms, the landlord must show that they have suffered a loss in order to claim from the tenancy deposit. If the utilities are not paid, it doesn’t always mean that the landlord has suffered a financial loss."

Shelter says "Your landlord can only withhold your deposit for unpaid bills if it has cost them money.

For example, if the gas company installed a prepayment meter and your landlord has to pay to change it back before they rent out the property again.

Your landlord cannot keep your deposit just because you have not paid your final energy bills. Your debt is to the energy company not the landlord."

So if the bill is in my name (no one has ever actually sent me a bill so I have no clue whether it is or isn't), the landlord hasn't faced any cost and therefore any proposed deduction or withholding is unlawful.

Apparently, this is common practice - I spoke to one property manager who has done their best to help and they sounded quite distressed when describing how they're the one who has to have these difficult conversations with unknowing former tenants.

Furthermore, if the bill and account should rightfully have been in my name, I can't see how it's above board to not give the bill payer any information on who the fixed provider is, ways to track usage and granular usage/unit costs.

**EDIT - 15/10/24**

Details of my complaint were emailed to complaints@ on 12th October, alongside a Subject Access Request and a request for the landlord's contact details*. It should be easy enough for you to locate who I am.

**Edit - 05/11/24**

I've since spoken to someone senior at Frasers and I'm reasonably assured that, while this issue was first caused by a lack of communication around these bills, there was no malice or intent. I still have concerns about the deposit being leveraged but appreciate that there are other contributors to this issue and Frasers seem to be stuck in the middle of it.

It is unsurprising that an entire community has been let down by Fraser and Co’s management. They are by far the worst agency I have ever encountered, particularly the management and Anna Blakeborough. Regrettably, I’ve been a tenant for 8 months. Fraser and Co failed to take a meter reading when I moved in, resulting in 8 months of estimated bills totaling thousands, none of which are accurate. I moved in while heavily pregnant and now have a young baby in a property with ongoing water supply issues. The shower fluctuates from ice cold to scorching hot, causing burns to both me and my baby.

Anna, supposedly the “property manager,” is unresponsive to texts, calls, and emails. When I call the office, she is always “in meetings” or on annual leave. Despite this, she never responds and seems to spend her time changing her WhatsApp photo numerous times. Why have WhatsApp if you can’t reply?

Several plumbers have confirmed that this issue existed long before I moved in. After months of chasing them without resolution, I have given up and forwarded all communication and evidence of negligence to the property ombudsman, as per Fraser and Co’s complaints policy. I advise anyone experiencing similar issues with Fraser and Co to do the same, as this may be the only way to get a response.

They also didn’t take meter readings for utilities when I moved in and are trying to make me pay bills based on the previous tenants’ exit meter reading, despite the property being vacant for 5 months and the heating being left on during that time. I am one person, while the previous tenants were four. I was denied access to the meter for 8 months, and now Anna claims it was my responsibility to gain access. Anyway, save yourself the headache and rent from elsewhere.

I recently moved into a flat managed by Fraser & Co and discovered the bed was broken. Despite reporting this immediately, the agency has not replaced it, leaving me to sleep on a broken bed for over a week.

The previous tenant confirmed the bed was cracked when they moved in three years ago. The inventory report clearly did not indicate any inspection of the underside of the bed, suggesting it was not properly checked.

The bed collapsed within my first three nights, clearly due to pre-existing damage. Despite paying high rents, I am subjected to unacceptable living conditions and poor communication from the agency.

I strongly advise against using Fraser & Co due to their poor management and neglect of tenant well-being.

Samantha was extremely kind all along the process. She was very patient when showing me around the apartments and she was very efficient when answering emails. Would recommend!

Unfortunately I could not give a zero star as rating. This has been really the worst agency I ever had to deal with as a tennant. They have always been late when I needed them for repairs and on top of that, when I left the flat, they tried to deduct non existing damages from my deposit. Only after more than a month of continuous back and forwards emails I managed to get my deposit back (after the 30 days deadline) and only after me threating to appeal the case to the Tenancy Deposit Scheme . Avoid at all costs.

Highly NOT NOT NOT recommended! Very BAD!

1. When checking out, there were a bunch of unreasonable deposit deductions listed. It took 2 months for the deposit to be refunded. Now we are complaining to TDS about some unreasonable deposit deductions.

2. Many things are not repaired from our move-in. Some urgent matters, such as a broken toilet flush, took 2 weeks to be repaired.

3. The property manager Edward often doesn't reply to our emails! It can be said that only 3 replies are received out of 10 emails. This is the worst real estate agency staff I have ever encountered.

朋友们，真的别租他们的房子！远离这个中介！
친구들아, 이 소속사에서 멀리 떨어져라!
Mes amis, éloignez-vous de cette agence !
友人の皆さん、この機関には近づかないでください。
Amici, state lontani da questa agenzia!

[Update on July 23] DPS gave us almost the whole amount in dispute back! Deducted a minor sum for a minor fix. So please be careful about the unfair practises by the agency and fight for the deposit if you think they're adding unnecessary charges/deductions. Read the whole review to learn about our horrible experience.

We are extremely disappointed with the Fraser and Co. Colindale branch! Despite renewing our lease and accepting a rent increase, several problems were not addressed. Damaged items in the apartment, documented in the move-in inspection report, were never repaired or replaced despite repeated requests. Upon leaving after 1.5 years, we used their recommended cleaners for a deep clean, but were charged extra without receipts, which we reluctantly agreed to. Additionally, we agreed to pay for minor damage repairs. However, they are now trying to unfairly deduct unreasonable charges from our deposit, even for documented pre-existing damage. We have shown them the inspection report, but they are ignoring the evidence. Instead of reasonable repairs for minor damages, they are proposing extensive and unnecessary work throughout the entire apartment. It seems they are attempting to charge us for a complete renovation of an old flat with worn-out furniture and floors. This is unacceptable, and it appears we are not the only tenants who have faced such issues with this agency. I am now forced to raise a dispute with the desposit scheme to force Fraser & Co. to return my deposit!

Literally the worst communication, and services I have ever encountered. Ignoring calls and messages, messages being read but no action on actually solving my problem. It was a difficult problem. All I am asking for is a correct bed mattress as the bed mattress is the wrong size and it has been affecting my rest. And they can't even do that. Had to go back and forth and ask them for so many time. The property manager was called Anna Blakeborough. Literally the worst service. Never rent from them again.

This is regards to the recent conversation which I had with your employee Pamela, who is completely unprofessional in calls and not sure whether she knows some basic phone etiquettes.

I called for an update on my deposit which has to returned and she was the one confirmed that my deposit will be credited back to my account within a max of 2 weeks. But today she’s changing her words stating it can prolong to even 3 months, which we are really concerned about and relying on this money.

There was never a month I’ve missed my payments but now I’ve been put in a situation that I have to wait for 3 months which was not addressed at the point of signing the contract or at the point providing the notice about shifting. All we heard was that we need to provide a notice for 30 days and then they will take 3 weeks to complete the inspection and will be crediting the money in two weeks.

Pamela from the time she answered the call was really Arrogant, said she has not received any confirmation from landlord and asked me to walk up or write a post to the owners address directly. If I need the money as early as possible

I’m really upset about this as I made payments to Fraser and now asking me to deal with the owner which sounds really awful. Please consider this escalation and prioritize this request and get my money credited as soon as possible.

Very nice update on WhatsApp and reply from Jarul.

I’ve had an excellent experience with Fraser. There were some hiccups but I got a very prompt response from Jarul in Marketing who forwarded my query to the right department. This is one of the better estate agencies in the area to be honest.

Last night my husband capitulated to a lawyer. He will never again make the mistake of talking for me, seeing as I refuse to be ordered into doing anything by anyone but especially not by a lawyer or my husband. I refuse to capitulate and this will be staying up unless MY terms including the inconvenience and distress of this 7month long ordeal handled by Quite frankly some of the most awful people I have ever had the misfortune of dealing with. Fraiseer their lawyers along with Galliard ( the building management) and Abbatt ( HR people) have made the last 7 months intolerable. But as rental agents Fraser suck. My gp has written asking them to stop abusing my mental health -they ignored her. And a social worker saying the same thing

Edward and Hadi and Zuzanna being in the minority at Fraser and actually decent people.

I wouldn't recommend them to my worst enemy I wouldn’t want this level of anxiety given to anyone - it’s a completely tortuous experience.
Shown on the g place is a part of a ceiling leak that has not been fixed adequately for 7 months.-I have other emails and pictures that I may add later depending on how they respond . ( 5 days later) Fraser chooses to respond with more legal letters but this is just really juicy and I’ll post up the letter later too so everyone can see. Their lawyer think they don’t have to follow the equality act!
Now let’s talk the equality act and how Fraser have instructed this fine legal firm to act for them.As 19/02/24this branch had six one star ratings giving it 3.9 on the g engine What I found particularly interesting though is all the reviews that are negative are written by men. Bar mine.
All of them have been replied to, and some apologised to even, by Fraser.
But the only mixed race, bisexual, disabled woman to complain has been given threats by Frasers lawyers plus they’ve ( the lawyers) basically refused to acknowledge or even consider following the equality act 2010 for communication with me.
It’s something that is mentioned in practically every report -despite my request being a standard -recording phone calls - according to the lawyers head office receptionist when I called to enquire If they had the capacity to do so.
So I guess I’m going to the equality commission Eass, British Institute of Human Rights, Equality and Human Rights Commission, Equality and Diversity Forum and The Equality Trust. To start with -oh and if you haven’t worked out that the cash sum was merely mocking you, (the indigence was quite funny-for everything this little band of companies have done including Fraser. I wouldn’t settle for money it would be an insult - all you have ever needed to do was apologise properly -because that’s what it takes with me - words and actions but you’re too proud to apologise for your own mistakes so the show will go on. So again depending on how Fraser responds - with legal threats or back off and leave us alone will dictate my move…
-next instalment is on how the the apartment and facilities were missold but that depends on if Fraser say ok we will shut out mouths and stop making lawyers write over what is essentially a management temper tantrum…then I won’t write about them anymore either. You’ve both as lawyer and company always known this fact. So apologise and I might even take the reviews down -or not-haven’t decided.

Anyway I have the screenshots proving what it was on the day so go add more if you like I still have proof.
To be very clear I’m merely commenting on the unusual configuration of how complaints to Fraser are handled in the g space all men handled politely but the only woman ( classified as vulnerable) ( who was offering them a 700k flat to sell) has this thrown at her. Quite interesting I think

Very professional and proactive!
Supreme flawless experience.
I highly recommend Macey,
fast and effective.
R

I had an exceptional experience with the property managers of Fraser & Co. From the moment I inquired about renting, they were professional, attentive, and incredibly helpful. Throughout my tenancy, they were prompt in addressing any maintenance issues and always made sure I felt valued as a tenant. Their communication was clear and transparent, making the rental process smooth and stress-free. I highly recommend their services to anyone seeking reliable and efficient property management.

After moving out of the property after 3 years, Fraser & Co have tried to propose some ridiculous charges in an attempt to extort money out of us.

We have taken care of the property and paid £200 to clean it.

I have disputed the charges, some of which are actually present on check im with evidence provided, and they continue to ignore our comments, and insist if we disagree that we should raise a dispute which would cause a delay to us receiving our deposit.

There were 132 photos taken on check our, but only 60 on check in. The check out photos are all very zoomed in and high detail shots, with the check in not having that level of detail.

Very frustrating and the charges are ridiculous, theres no breakdown and or clear evidence of a like for like, and all our comments are ignored.

Most of the end of tenancy charges are unfair (requesting nearly £300 deductions for mainly wear & tear after 3 years living in the property). Unreasonable asking and trying to pressure tenants into accepting the deduction after taking 2+ weeks to review the inventory check out report that was generated the day after vacating the property. Rabia refuses to review our comments and hides behind TDS, forcing us to raise a dispute with them after 3+ weeks of submitting comments to them. Will report the company to TDS, as they are refusing to review/consider and negotiate.

Macey was exceptionally helpful, responsive and fast! I had called on a Saturday morning to enquire about a property and we had managed to negotiate an offer and move through the whole process within a day. She's always answered my questions without hesitation and has provided me with great advice on navigating my lettings process.

Zuzanna at Fraser & Co has simply been amazing. She has been so helpful from the start and is always there for any questions we have had. Thank you Zuzanna for helping find our perfect flat. You have really made the process as smooth as it could possibly be.

Zhane was very helpful and a great agent! Thank you Zhane.

Macey at Fraser & Co has been super helpful in my search for a flat. She was straightforward and gave me good advice during my search, and she is always super accessible and responds really quickly! I also appreciate her help answering my many questions during my selection of the flat and my reference checks. Excited that I will be moving into a new flat soon thanks to her support in the rental process.