It started well
It started well, but there were increasing hidden costs not clearly stated in the agreement with a large cut taken by Premier Property Management (all costs frustratingly listed without VAT also).
What really was the final nail in the coffin, however, was their choice of contractors.
The gas engineer failed our gas system despite us having had works done recently to upgrade it. He then quoted us about £770 for a 6m length of pipe which he hadn't even inspected. I challenged this and got brushed off a number of times (by the contractor). I organised another gas safety check which was fine and only at this point did the original contractor back down, admit fault, and agree to a refund.
The electrician stated that he wasn't really sure what to do with my, also brand new, consumer unit and when he wasn't able to find a certain circuit he gave up looking after about 10 minutesand said he'd just speak to his boss.
It didn't fill me with any confidence that PPM's chosen contractors would be honest or competent and as a result I cancelled the contract during the 14 day cooling off period.
It was unfortunately all in all a bad experience from the hidden costs to the competence and honesty.
EDIT:
I see the response from the firm below. The additional fees were not made clear in any of the documentation and were only disclosed once I had agreed to the service. I consider these to be 'hidden fees'.
When disputing the cost of the proposed remiedial works, which again, hadn't been properly inspected despite me giving the contractor access to the basement, I appropriately queried the quote as the contractor had quoted £360 for £125 worth of materials. Again I do not consider this to be honest and I do not consider it to be competent, on the part of the contractor, not to fully inspect the job when given the appropriate opportunity.
The business arrangement was altered to a 'let only' agreement prior to the tenancy commencing and this was during the 14 day cooling off period. This 14 day cooling off perior is part of the 'terms of business' which I was sent, so I don't know why PPM state otherwise.
Lastly, I had forgotten to mention that I was not given access to the tenancy document by Premier Property Management prior to the day of the tenancy starting, meaning that I was unable to comment on it without impacting my tenant's moving in date. Furthermore I was sent the agreement by PPM on the morning of the tenancy starting and then 2 hours later I received a phone call hurrying me to sign it so that the keys could be released.
I do not consider this late disclosure and subsequent pressure to be professional.
EDIT 2: I see that PPM have edited their response so some of the above will not make sense. I shall leave it as was.
All that I will add now is that nothing wsa carried out free of charge. When the agreement changed I paid the fee for the new agreement which was more than the initial one.
The gas safe certificate charge was refunded because it was not performed correctly, as we had discussed. The contractor had openly 'guessed' about how to manage my range cooker rather than consulting the manufacturer's guidance and contrary to the national guidance, which I forwarded to PPM immediately prior to them/the contractor volunteering to refund the cost.
I was grateful for this and I am grateful for the end result, however everything that I have stated above contributed to my decision to withdraw from the contract and change to a new one.
Reply from PremierPropertyMgmt
Dear Mr Stewart, Thank you for your feedback. As previously advised, our fees were clearly outlined in the proposal documents and within our management terms of business, confirming your understanding and acceptance. These are made clear both with and without VAT. You initially incepted our full management service and requested various property certificates which were duly carried out by our competent, reputable and qualified contractors. As advised, trades will interpret manufacturer guidelines and regulations differently and we cannot control how they execute their work, but can respond appropriately where any concerns are raised. Given the assurance that the contractors we employ are appropriately qualified, vetted and hold relevant trade body memberships, we will ofcourse be guided by them and pass their recommendations to our clients. This approach cannot be budget-driven and is something that the majority of professional and competent landlords acknowledge given the importance of safety and compliance. In this case, you decided not to proceed with the recommendations and arrange your own contractors to carry out necessary remedial works. No additional costs were levied by our firm and as you will recall, you were not charged for the Gas Safety Certificate. You instructed us to initiate the tenancy and undertook works with our support, yet withdrew your property once all matters were in place and your tenant having taken residency. A new tenancy agreement was created and signed to align with your request to withdraw from our services and to make it clear for all parties (you and your tenants), of the arrangements of the tenancy and to ensure that payments in respect of rent and deposit were directed appropriately. Again, this was carried out free of charge and to maintain the integrity of the tenancy agreement. Despite a 'cooling off period' not applying as our services had been incepted some time previously, we decided not to hold you to the initial management period and waived further management costs. While we regret that your experience did not meet your expectations, our commitment remains to provide professional, transparent, and compliant property management services to landlord clients who hold similar ethos and values to that of our own.