Albany Lettings Reviews Summary

Customer Service

Pros:

• "The feedback is always fantastic, very responsive staff who are professional, approachable and knowledgeable in the fast changing letting industry."
• "They are always there to answer the phone, update quickly on jobs and they are more than happy to answer any questions."
• "Quick replies to emails, sent out workmen promptly whenever faced issues with the boiler or washing machine."
• "The entire team are very friendly and helpful."
• "The team are responsive to questions, efficient at dealing with any maintenance issues and friendly and courteous too."
• "All communication with the team was great."
• "They are extremely responsive to either the landlord or tenant queries."

Cons:

• "I was ridiculed countless times when I reached out to senior managers at Albany."
• "We have been consistently ignored, throughout multiple maintenance requests of really serious issues."
• "Even now I had PTSD about their staff unlocking the front door and simply coming into the property while I was showering or sleeping without giving prior notice."
• "We had several problems in the flat and getting anything sorted was a total headache."
• "Honestly shocked by this attempt to retain our deposits and would advise anyone NOT TO USE THEM."
• "It was an oppressive and abusive experience renting with this agency."
• "Had a misunderstanding with them regarding Scottish laws with the holding deposit and references."

Staff Professionalism

Pros:

• "He was fast, efficient and professional."
• "Louise Douglas is a nice and professional person who explain in detail about the flat to us."
• "Louise is delightful! Very helpful, informative and professional."
• "Louise responded to all of our questions and queries attentively, and was friendly throughout the whole process."
• "Our communications were polite, respectful, friendly, and professional, especially with Laura and Bethany."
• "The different people in the office have all been very pleasant and professional to deal with."
• "The staff I have spoken to are friendly, helpful and responsive!"

Cons:

• "I rented a flat in Morningside which was riddled with damp. So much so, the walls were crumbling."
• "Pictures show the condition of the Albany property on the day we moved it (photos are holes in the wall after us filling them - a great welcome to our new 'home')."
• "The management of issues before was absolutely abysmal."
• "The low score of this review pertains to the attitude / treatment by staff that(not all staff) others in my residence experienced, as well as the lack of action by the agency to fix multiple issues including those relating to fire safety."

Responsiveness

Pros:

• "Albany were great and very responsive when it came to maintenance etc."
• "The application process is simple. More importantly, they response emails in a quick and efficient manner!"
• "Dealing with Albany Lettings up to date has been a very pleasant experience. They are very responsive and happy to answer all our questions."
• "Albany has been extremely helpful and responsive throughout the application process."
• "Albany's professionalism is excellent and responses to communications have been pretty swift."
• "Really great communication with Albany Lettings."
• "Very responsive and efficient. Good at keeping you up to date with flats and answering any questions you have."

Cons:

• "Had some issues hearing back after but they were lovely over the phone to help us."