Cullen Property - Edinburgh Property Management & Letting Agency Reviews Summary

Customer Service

Pros:

• "Fantastic customer service."
• "The team are highly informative, responsive, and professional."
• "Every time we called them they replied with a friendly and polite tone."
• "They were consistently helpful, friendly, ready with advice and assistance in many ways."
• "All of the staff I dealt with were friendly and helpful and my property manager, Dean Archibald, always responded to my queries extremely quickly."
• "Staff were friendly both on site at their office and especially in emails, with quick responses always given to queries."
• "Our letting agent, Dean, was always on hand and responded to maintenance and other enquires quickly and with fantastic customer service."

Cons:

• "However, I found the plumbing service that Cullen used were sometimes rude to my flat mate and I!"
• "Despite repeated attempts to contact them to have this door repaired they chose not to, thus putting my son’s life at risk."
• "As guarantor for a tenant in one of the properties that they manage I found great difficulty communicating with them when a problem arose requiring immediate repairs."
• "At one point one staff member actually berated us for calling him round to sort something out!"
• "Not everyone at Cullen was on the same page with regards to move in dates and whether we could bring our luggage into the flat before officially moving in."
• "No reputable business would behave in such a repulsive way towards former tenants."
• "Maintenance work usually took a medium length of time to complete but often required a number of communication attempts."

Letting Process

Pros:

• "The letting process was simple and uncomplicated."
• "Cullen Property sourced two flats for us in Edinburgh, and have acted as our letting agents for the last five years."
• "The process of renting an apartment & moving in was made so seamless by Cullen Property."
• "The agency operate 'check in appointments' which are very helpful as you walk round the property with an agent to ensure any faults are listed on the inventory and you're happy with the place."
• "They made the whole process of moving in/out incredibly smooth."
• "The moving in process ran very smoothly for us and they are always professional."
• "The application process was simple and straightforward from beginning to end."

Cons:

• "The flat is lovely now, however when we were ready to more in some of the maintenance issues highlighted at the key hand-over were not completed."
• "Lack of thorough inspections and taking longer than necessary while leaving."
• "We just got a court summons and a £400-500 bill WITH INTEREST because we never paid our council tax THAT WE HAD NO IDEA WE OWED."
• "To be honest starting off trying to get a property at Cullen proved very difficult as to the amount of times we were told different stories to view a flat."
• "It also emerged that Cullen had not carried out any property inspections between tenants moving in or out during my flatmates tenancy."
• "We tried to leave the flat before the end of the 6 months (giving them a 2 months notice), and we were told that we would have to pay a fee of a 140 pounds each."
• "They then proceeded to deduct £400 for repainting, claiming that there were scuffs and marks throughout the property."

Maintenance and Repairs

Pros:

• "Problems with flat were immediately addressed in an efficient, friendly, fast and professional way."
• "If there were any repairs or problems with the flat everything was dealt with very quickly."
• "Any maintenance issues we've had were quickly addressed and at no expense to us."
• "They were excellent in dealing with the utility supplier and communicating in a timely manner to my son."
• "Landlord burden is minimal, from the installation of quality tenants to taking care of maintenance."
• "Cullen provided fast, friendly communications and their reporting and repair process was both easy to use and ensured very quick fixes - typically repaired within a day or so."
• "Getting handymen in to fix any issues with the property is always done very promptly."

Cons:

• "Had several maintenance issues that were frequently met with ignorance and uncaring members of staff."
• "Maintenance occasionally took a long time to resolve, case in point being my bedroom window blinds which took in excess of 2 months to resolve."
• "During my time in this flat it suffered with a number of issues, the worst being the damp in the bathroom and master bedroom."
• "We did have to pay a 30 pounds fee for references (each of us)."
• "Problems were usually resolved promptly but some took some repeated efforts to be resolved."
• "Wouldn't recommend for those who have experience in renting as they could still end up charging you unnecessarily."
• "This was communicated to Cullen on a number of occasions with very little effort made to rectify the problem."