STAY AS FAR away as possible
I will categorically say to STAY AS FAR AWAY from them as you possibly can. This isn't just from one negative experience.. it is from multiple years of failed ability to act in the proper manner or even CARE that they do not do their job properly. I speak for the lettings side.. for the sales side I will not say I know how well or not well they operate. But I ASSURE you if you are looking to let your property with them, they will disappoint you, whether it's late rental payments, not getting to repairs in time and then charging you because 'it became urgent', not responding to emails without multiple chasing.. and more.
Réponse de Highcastle Estates - Stratford Estate Agents
We have an obligation to correct several claims in this review that are factually incorrect.
On late rental payments: Our records show 67 settled rent/account entries since August 2020. Of these, 49 were settled before the contractual due date of the 6th, with a further 4 settled on the due date itself. Most of the remaining entries were settled only 1–2 days later, typically due to weekends or bank holiday banking delays. There are currently no arrears, and the records do not support any suggestion of persistent or serious late payment.
On repairs and overcharging: Our records show a limited number of property expense entries over nearly six years, totalling approximately 1.4% of rental income received during that period. We have no record of any “urgency surcharge” or inflated contractor pricing being added at any point.
The allegation regarding an “urgent surcharge” appears to relate to a current radiator leak issue. This involved an active leak with risk of further damage and tenant impact. The repair issue was reported, and follow-up requests were made regarding the works; however, during that period, correspondence remained focused primarily on possession and vacant possession matters rather than repair authorisation. As no timely approval was ultimately provided, the works had to proceed promptly in order to protect the property and occupier. The contractor invoice reflects the cost of the works carried out and not any additional urgency fee added by Highcastle Estates.
We also formally advised in writing that all tenant communication should remain routed through Highcastle Estates and that any attempt to seek vacant possession outside the formal legal process could create legal and regulatory issues. You acknowledged this in writing and confirmed that future communications would be routed through Highcastle Estates.
On communication: We maintain a full written correspondence record throughout this relationship. This includes detailed responses to tenancy and legal queries, including substantive replies provided within hours despite correspondence often being sent late in the evening.
Onto the wider background: The property forms part of a local authority temporary accommodation arrangement, which was known from the outset. Under this type of arrangement, occupation and rent structures operate differently from an AST, and changes to occupation status or possession must follow the formal legal process. Over a prolonged period, repeated requests were made by yourself for rent increases and/or vacant possession. We consistently explained that if vacant possession was required, the appropriate route was through formal legal proceedings and independent legal advice. That process is now being followed through the courts in accordance with the tenancy agreement and applicable law.
We are disappointed that this matter has been expressed publicly in this way. However, we remain fully confident in our records and in the manner in which this matter has been handled.
