Added 22nd January 2016
1 reviewRate this Rental
By london5284 - stayed here from 1st April 2015 to 22nd January 2016
I had a terrible experience with this flat and the agency who manages it. All of the flats in this building are owned by the Wellcome Trust (who are horrible at any kind of customer service), but to be fair they do not actively manage the flats; all management/contracts are outsourced to a company called Touchstone in Bath, who are just awful. When I signed the contract to rent this flat, the contract was with Touchstone, and all contracts were completed 2 calendar weeks before the scheduled move-in date.
When I showed up with the movers and van on the date of the move-in, there was nobody at the flat to meet me with the keys. It took 30 minutes to locate somebody who could give access, which turned out to be the inventory clerk. Upon entering the flat, I was shocked to find that the builders were still inside working/painting, the flat had not been cleaned whatsoever, there were paint cans in the living room, the builders had their food stuffs, kettles, and tea in the kitchen, and the refrigerator was full of discarded items. Additionally, most of the furniture which was agreed to in the contract was not assembled. It was a complete disaster.
What makes Touchstone truly horrible though? Although they acknowledged all of these problems, their reply was "sorry, deal with it", and when I pressed them for a refund of two weeks of rent for all of the inconveniences caused, they claimed to see no reason for a refund. It was only after contacting the landlord themselves (the Wellcome Trust) and threatening legal action that I finally got some money back, but not all that I asked for.
Touchstone were entirely unhelpful, unsympathetic, but worst of all -- they took no responsibility or acknowledged that they screwed up in a bad way. I don't mind agencies making a mistake, but be a decent human being and admit when you've made a mistake and then remunerate people for the inconveniences caused.
Also, the flat itself is rather horrid, the living room is on the first floor facing a busy high street, so people can see inside your living room, but also it is incredibly noisy at all hours, especially at night. Furthermore, there is a crappy Mexican burrito restaurant directly beneath this flat, so the rancid smell of frying onions and cheap cleaning agents suffuses the entire flat from 10am - 8pm every single day of the week.
Please learn from my mistakes and avoid this flat, building, and agency like the plague!Sign in to comment on this review