Previous tenant
Previous tenant of one of there rentals. Had a really hard time for the whole 9 weeks living there with sewage leaks and no boiler right from the first day. No hot water or heating.Forced to move out with my 3 children. Terrible communication and didn’t return deposit.
Emergency Contact line was never answered or responded to.
Made false allegations blaming me for issues that were there long before I’d moved in. No access was denied to builders access was gained whilst I showed them around, I have video footage of this from indoor and outdoor ring cameras including the conversations which they stated these issues were not what was reported and it was a bigger job than asked for so they’d have to put in a quote and return at a later date. They also date and I quote “this has been an ancient issue that’s been bodged and sugar coated over”
I mentioned the damp mould and rotting wood the day I moved in and was ignored and then when I pestered they stated they weren’t aware of anything prior to me moving in but they’d only had it on there book a few months before hand.
I negotiated the build start date as they gave me 24 hours notice to move out. I was due to go on holiday in 5 days so gave them full access for a whole week which was agreed by myself and the agent. I also have proof of this. I have proofs and statements from the previous tenant, southern water and the emergency call out to unblock the drain who state this issue had been a huge build up over time and there would be no way I could’ve done this. I or my children have never flushed anything down the loo apart from loo roll. At no point through
Out the whole nightmare was it mentioned or stated that these issues were my fault? Until the deposit was due back.
Southern water stated they are old corroding drains and need replacing.
They’ve even tried to charge me for a public alleyway behind the property which isn’t there land, for fly tipping. There is and couldn’t be any no proof, no removal had been made to date.The items weren’t mine and had been there since I’d moved in.
I left the house in a better condition than it was when I lived in even doing the gardening before handing back the keys. I gave notice they didn’t ask me to leave!
Disruptive, unhelpful and fabricators.
Please note I do have evidence and prof from messages and emails including recorded call. CCTV footage also.
It was stated to me the property was taken on by yourselves the beginning of the year.
Reply from Brentor Group
Thank you for your review, Kirsty. This sounds like one for the Letting & Property Management team, rather than the Investment & Development side, but we're all sorry your experience at this property was a difficult one.
We did some digging internally, and we'd like to set out the situation as we understand it.
For context, this is an older terraced property that we manage on behalf of the landlord. We took over management around two weeks before your tenancy began; it had been refurbished in 2024 and managed by another company before that, so we had no first-hand knowledge of the property's history and could only act on what we found.
When you reported the blocked drain at the weekend, our out-of-hours service responded straight away and arranged for the drain to be cleared the same day (we checked the logs). When it became clear a problem remained, we arranged for one of our main contractors to attend first thing Monday morning, with further pre-arranged visits booked to complete the repair. Unfortunately, their access was blocked and the works could not be carried out on two of those visits, which delayed the resolution. Because we were treating the situation as an emergency, timescales were shorter than we would normally give but you were given more than 24 hours notice on all visits, and during this period the landlord also offered hotel accommodation, which was declined by you. You were given 24 hours' notice that we had a hotel for you to move into so we could do the necessary repair works. Which, we thought you would have wanted, considering you had a sewage backlog and small children at the property, so we were a little surprised you declined it.
The contractors who investigated found that the blockage was caused by items unsuitable for flushing entering the drainage system, which led to significant damage in the property that the landlord has had to repair. It is on the basis of those findings that the landlord has made a claim against the deposit.
Our management team, had to arrange the clearing of the rear access alleyway after you left, as it was full of items that were in your garden the week before you left which has made up part of the claim.
Deposit disputes are adjudicated independently by the DPS — not by us or by the landlord — and both parties will be able to submit their evidence through that process. As managing agents we act on the landlord's instructions, so we'd encourage you to raise the dispute with the DPS, whose decision is impartial and binding.
We're sorry the tenancy didn't work out as anyone would have wanted, and we wish you and your family all the best in your new home.
