Sugarhouse Properties Reviews Summary

Customer Service

Pros:

• "A professional team with a very personable, friendly and 'you are in safe hands' approach."
• "Above and beyond helpful, the agents are always responsive and happy to resolve any queries."
• "The staff were extremely helpful in providing information and support through that process."
• "The staff are very professional."
• "The level of service I receive from Hannah, Jason, James and Laura has always been top notch."
• "Sarah was extremely friendly and helpful."
• "The guys in the office are really polite and are always smiling. They are very efficient and organised."

Cons:

• "An absolute joke of a company. After numerous complaints, they are still unable (or unwilling) to keep their tenants in line with noise pollution guidelines."
• "The entire team clearly don't speak to one another and time after time you will speak to a new person who has no idea about your issues and you have to re-explain everything."
• "Horribly unprofessional, when one of our tenants had to move out and we got a new tenant, they tried to make us sign a new tenancy agreement with all the old tenants details and only the new tenants first name altered."
• "Disgusting treatment and absolutely unprofessional behaviour from members of staff."
• "Frequently turn up to the property with viewings unannounced, have fun getting barged in on while you're getting changed."
• "Serious breaches of their contract."
• "The customer service is awful, the maintenance service is ineffective."

Maintenance and Property Condition

Pros:

• "Melvin at Sugar House properties was a lovely and professional maintenance man who fixed all the broken amenities once we had moved in."
• "Any maintenance requests have been dealt with promptly and the house is in excellent condition!"
• "Every maintenance query I had was promptly addressed, the team were quick to replace any faulty machinery, and we had a regular cleaner who really helped us out."
• "Me and my housemate just had Ant come out and fix a maintenance issue. He was really quick to come out, professional and sorted our issue efficiently."
• "Antony and Craig are very helpful and always do a good job at fixing any of our maintenance issues, they’re very friendly and attentive thanks a lot!"
• "The maintenance is extremely speedy and efficient in fixing any issues."
• "If there's a problem with the house, they resolve the issue as quickly as they can."

Cons:

• "The property has several major issue such as fire doors not installed properly, emergency lighting not working, stairs carpet not attached to the stairs causing an accident and injury the list ran to 3 pages."
• "Toilet has basically been unusable for the entirety of the tenancy, we had water cascading through our living room ceiling which was extremely distressing and this only happened due to the blocked toilet not being resolved properly for 7 MONTHS."
• "Our WiFi and heating didn’t work for months."
• "Many things were broken - light bulbs didn't work, the sink was broken, water leaking in the toilet and shower, no hot water in the kitchen and bathroom."
• "Lot of mold in property, claimed the roof will be fixed to sort this, I'm sure they'll say the same to the next tenants."
• "Sugarhouse have repeatedly sent contractors to our house without giving us the 24 hour notice lawfully required."
• "The apartment we moved in was never cleaned or even checked after previous tenant."

Letting Process and Experience

Pros:

• "The virtual viewing process was arguably better than viewing the properties in person as you can view a lot more in a short space of time!"
• "Really great first experience of working with Sugarhouse - enquired about a property yesterday morning, viewed it in the afternoon and got the go ahead from the landlord this morning."
• "The contract-signing call worked out too without any issues and they were flexible on finalising details on the guarantor."
• "Very useful virtual viewing process. gives good insight into the property."
• "360 virtual tour worked really well. Gave a good insight to the house and the floor plan was really helpful to look at room sizes and house layout."
• "The online 360 viewing tour was brilliant as we got a really good feel of what the property was like."
• "The virtual tours were super helpful and gave us a really great idea of the houses."

Cons:

• "They spent the whole year charging us for things that weren't our fault."
• "NEVER EVER please ever rent with this company."
• "WORST STUDENT LETTING AGENCY IN LEEDS."
• "Worst estate agents I have ever come across."
• "Awful company, rented with them a couple of years ago and absolutely ripped us off!"
• "never saw such a useless company."
• "Avoid these Cowboys!!!"

Professionalism and Staff Conduct

Pros:

• "A professional team with a very personable, friendly and 'you are in safe hands' approach."
• "Georgia and Hannah were superb! They did everything possible to assist us in finding a replacement tenant."
• "The staff at Sugarhouse are really proactive, full of energy and good ideas, and friendly and easy to deal with."
• "The team are approachable and focused. They are hands on and no nonsense."
• "What a refreshing change to use a helpful, professional letting agent for our son whilst he was in Leeds!!"
• "I would recommend Sugarhouse as very trustworthy to all."
• "The guys in the office are really polite and are always smiling. They are very efficient and organised."

Cons:

• "An absolute joke of a company. After numerous complaints, they are still unable (or unwilling) to keep their tenants in line with noise pollution guidelines."
• "The entire team clearly don't speak to one another and time after time you will speak to a new person who has no idea about your issues and you have to re-explain everything."
• "Horribly unprofessional, when one of our tenants had to move out and we got a new tenant, they tried to make us sign a new tenancy agreement with all the old tenants details and only the new tenants first name altered."
• "Disgusting treatment and absolutely unprofessional behaviour from members of staff."
• "Frequently turn up to the property with viewings unannounced, have fun getting barged in on while you're getting changed."
• "Serious breaches of their contract."
• "The customer service is awful, the maintenance service is ineffective."