Penrose Estate Agents Luton Reviews Summary

Customer Service

Pros:

• "Thank you so much, Ellisia, for the excellent customer service."
• "Ellisia at Penrose gave me accurate details about a property on rent and was extremely helpful."
• "Especially Alice was very quick in resolving my maintenance issue, she ensured that I am properly communicated about the progress."
• "Magdalena who assisted me throughout tenancy...dealt with all queries in a quick and efficient manner."
• "Very impressed with the team at Penrose, a helpful, professional and friendly bunch of people."
• "Working with Jenny and Penrose was an exceptional experience."
• "Thank you Magdalena for your swift support through my tenancy with Penrose!"
• "The majority of my communications have been with Alice Cashin, she is always so polite, welcoming, helpful."

Cons:

• "Everything moved very quickly for renting, however we were just given keys, no explanations, no help."
• "Awful company. I rented a flat from them a few years ago and had a horrible experience from the get go."
• "The property had over 100 spiders/wood louse, mud on the floor, hair and blood and a razor in the shower etc upon moving in."
• "Penrose did not give me access to security cameras to see who did it."
• "The flat was also covered in mould with humidity at dangerously high levels."

Property Management

Pros:

• "Not only they were helpful till we move in to the property, but they were also very supportive with property maintenance concerns."
• "After a leak in my rental flat damaged the flat below, Magdalena sorted out the claim on the insurance for me from start to finish."
• "Penrose is a professional estate agent. My property has been managed by Penrose for the last 3 years and I’m very satisfied with their service."
• "Management services are brilliant, Alice is really helpful and a great point of contact and really helpful in resolving issues."

Cons:

• "Landlord is overseas most of the time so nothing gets done."
• "I've had damp and mould and water leaking from the kitchen light for the past three years. I have been telling them about it but they aren't doing anything about it at all."

Professionalism and Efficiency

Pros:

• "Entire staff was very helpful, accommodating and the whole process was very smooth."
• "She was Always positive and friendly and resolved any issues fairly and promptly."
• "I have moved house on many occasions over the years and Penrose are by far and away the best estate agents I have ever used."
• "This is the most professional and helpful estate agent I have ever dealt with and would highly recommend them."
• "Fantastic estate agents! They replied back to emails immediately, they hand held solicitors and ensured the solicitors replied back to enquiries in a timely manner."
• "I'm delighted by the lettings service. Any issues at the property are sorted out by the management team."

Cons:

• "After all of this I received no compensation and they just blamed all the above issues on the landlord taking no accountability."
• "Overall a poorly managed company who take no responsibility for the properties they advertise and sell and have no empathy for residents."
• "At an emotional time of my life, losing both parents, Penrose convinced me they would give a professional, worry free sale, if I listed the house slightly cheaper than other agents had advised."