Keylet  Avis 26

One star is too much for this company. They are truly disgusting. They’ve tried to withhold hundreds of pounds for a “professional cleaning” of a flat with three rooms in total (including the bathroom). The flat was also dirty when I received it and now they’re saying I left it in worse condition than when I moved in. The cherry on the cake was when I disputed the charges, the rudeness and unprofessionalism I received from one of their agents was disgusting. STAY AWAY FROM THIS COMPANY. I have had to take them to the tenancy dispute service because of their treatment and raised a complaint against the agent.

I’ve had a really positive experience as a tenant with this letting agency. Communication has always been clear, prompt, and friendly, and any issues have been dealt with quickly and professionally. They are approachable, helpful, and genuinely care about both tenants and properties, which makes renting feel far less stressful. For example, when there was a problem with a leaking tap, they arranged a repair very quickly and it was sorted within a day. I’ve felt well supported throughout my tenancy and would happily recommend them to others looking to rent.

Awful service.

As a landlord, I’m writing this review as a public warning: stay far, far away from Keylet. I only recently managed to extricate myself from their grasp after discovering they had committed multiple serious breaches of contract. Their conduct is not only unprofessional—it’s borderline predatory.

Worse still, several of my tenants across different tenancies have independently informed me that Keylet is violating Rent Smart Wales regulations by failing to provide tenants with a copy of their tenancy agreement, neither at the start nor at the end of the tenancy. That’s not just negligence—it’s illegal.

Keylet is expensive, inefficient and operates in a way that deliberately traps landlords in a state of helplessness and dependence. Terminating their services is unnecessarily complicated—almost as if they’ve designed the process to keep you locked in against your will.

And it’s not just landlords they mistreat. Tenants suffer too. Keylet fails to carry out necessary repairs, hands over properties dirty and unready at the start of a tenancy, and then—shockingly—charges tenants exorbitant fees at the end, even when the property is returned spotless.

Whether you're a landlord or a tenant: do not engage with Keylet. There are far better, more ethical, and professional agents out there. Protect your sanity, your rights, and your wallet—choose literally anyone else.

Keylet are dishonest and unscrupulous agents. The house was dirty when we moved in with flies living in the washing machine and mould due to leakage, flooding and lack
Of maintenance. Despite the house being cleaned thoroughly before departure, and in a better condition than when we moved in, they withheld a large portion of the deposit. They charged us for steam cleaning mattresses that were protected by our own zipped waterproof mattress protector! Keylet also charged us to remove items that were in the house on our arrival. We are challenging them via the tenancy deposit scheme, and I advise anybody else to do the same. When we talked to one of their Cardiff staff on phone, he wouldn’t even give me his name. Keylet is a cowboy business and they should all be put in prison!

They give out prosecco for 5* reviews but the house was dirty and unsafe, and they still try to keep your deposit!

Our house had no hot water or heating through winter, was covered in mould and rising damp (which eventually meant a tenant moved out early), and the downstairs street-facing bedroom had no blinds until 3 months in (which was promised to be completed during the month we paid half rent without living there). Also the fire door, that we first reported as missing a handle and unable to close when we first moved in, was not fixed until 2 months before the end of our tenancy DESPITE being told by environmental health months prior!!!

Without considering these issues with the house, they charged us a cleaning fee from our deposit despite the house being in a cleaner condition than when we assumed tenancy. The house had clearly not been cleaned before we moved in as there were personal items from previous tenants including socks in the wardrobes and bottles in the garden, and a mouldy pizza in the black bin which had been hidden under a black bag.

Genuinely please spare yourself the energy, one student to another 🤢

Following the dreadful reviews I was skeptical about recommending Keylet at first to student friends. However the property was perfect and Millie was highly professional and resolved any issues with genuine warmth according to my friends. After the tenancy finished I asked my friends if they got ALL of their deposit back and the answer was a resounding yes! Well done Keylet!

The worst most neglectful agency

absolutely horrifying experience ! had a water leak which racked up my water bill to ££££ and they didn’t come to fix the leak for 6 months, they promised to sort out the bill and waited until my contract ended to then say “sorry you’re no longer a tenant and we can no longer support”. Members of staff are racist and absolutely disrespectful too

I feel so disappointed with this agency. I was looking for s new apartment at the beginning of this month and found one nice managed by them. The price is s bit high and I asked if they could kindly negotiate with landlord for some potential discounts. Once I knew there is another candidate and I promised I can pay for the whole rent. They were happy and agreed to send me the contract next week.
I kept calling them for updates several times a week until they eventually told me, sorry it is no longer available… and I have to move in only 5 days from my current apartment.
I don’t wanna be negative most of time, but I have to say, they were so disappointing…

Please avoid this bunch of utterly incompetent morons at all costs. Properties are spectacularly over priced and under maintained. Rented a supposedly ‘executive let’ for 2 years. Raised on day 1 of the tenancy that the property was dirty, had entirely threadbare carpets, walls covered in patches which hadn’t been decorated this millennium, furniture all literally falling apart. Lo and behold Keylet try and deduct from the deposit at the end for cleaning, carpets and a contribution towards painting. As other reviews say they will go to any lengths to deduct from your deposit completely unreasonably: The staff are rude, unhelpful and incompetent. Hands down the worst letting agent I have had the misfortune of being involved with. Their awful reputation is most definitely deserved.

Didn't even bother to reply to my enquiry.

As a seller, Keylet were very attentive to my needs and timescales for completion. They advised a fair selling price and were proactive in managing the selling process.
Milly & Nick at the Cardiff Bay office were particularly great, ensuring actions were clear from all parties and updates were frequent- would recommend !!

Awful company, dirty student house, fire brigade said it was unsafe - lack of fire doors, tenants not refunded full deposit even though it was left in better condition than when they arrived. Company refuse to speak to anyone apart from lead tenant... Stay clear!

When a letting agent offers a full management service to a landlord, in the case of developments of flats they are the sole interface between the landlord and the building.
If that building wants to change to a different management company to receive lower charges and a better service and that letting agent is informed about it but does not pass the information to their client, then they have a dereliction of their duties.
Keylet were informed about a proposed change to a Cardiff development but have outright refused to email their clients with information passed to them by residents.
To sum up, Keylet are interested only in things that are to their own financial benefit and not that of their clients.

The good reviews on hear is the directors partner. More false advertising.you get dealt with by drunk members of staff disgusting what a joke stay well clear

Having dealt with KeyLet for both rental and a sale, I can’t recommend the team highly enough. Sean, Jo and Cerys have all been brilliant! Also so professional and incredibly helpful! I wouldn’t hesitate to use them again and I’d happily recommend to friends and colleagues.

I was looking for a property in the bay. Was dealt by Joanne and she was brilliant. She was very helpful and responded with all my questions in a accurate and responsive manor.

I rented an executive property with Keylet at the beginning of March and can honestly say that the keylet team went above and beyond to make my rental experience a good one.

As I have recently relocated to Wales I was a unaware of the local area etc to which Dan in the lettings department went out of his way to fill me in with all the good things to do, as well as recommend a lovely area to live.

Reading the reviews I see a mixed bag of opinions, however I can hand on my heart recommend the Keylet team to provide you with a property that will leave you feeling proud, secure and satisfied.

If I ever find myself wanting to move again I will be using the team at Keylet.

Excellent estate agents and beautiful properties. Can’t fault them, made my move so much smoother and less stressful!