Imperial Property Services

I gave 2 stars because of the bad move-out experience. Below is a summary of my experience, followed by some advice for Imperial, as well as advice for prospective tenants.

* One month before the end of the agreement (April 2017) I informed Imperial that I was planning to stay in the flat, but my 2 other flatmates were moving out. I found 2 replacements. Turns out that the 2 replacements were not able to provide the kind of references that Imperial wanted (they were new in their jobs and one of them was actually self employed, which apparently is problematic). I was given a 4 day notice to move out. As a note, I've been with Imperial for almost four years.

* With the help from the 2 flatmates and 3 other friends we cleared the flat. We spent 2 days cleaning it (a lot of dedication, I know). To the friends who helped with the cleaning (you know who you are), a massive THANK YOU.

* ‎The first damage report came a few weeks later and claimed £560 worth of damages. Most of them were not right. They wanted to charge us for a few light bulbs that were not working; we informed them that because of the short notice we received we were not able to physically change them, but that we bought new light bulbs and left them on the kitchen table. Other claims included marks on the walls (which were actually minor and classified as wear and tear) and all sort of cleaning charges.

* At no point Imperial provided any photographic evidence of the damages they claimed. But we knew they were made up. I found the flat listed on Right Move a few weeks later, with a few pictures that were identical to the ones I took after all the cleaning my friends and I did. On Right Move they claimed the flat was "newly refurbished". I've lived in that flat for 4 years. The furniture present in all their pictures has been there for at least that time.

* We fought over the damage report and managed to remove the ridiculous claims. The whole process took more than 3 months, which is the legal limit for returning tenant deposits.

* All in all, the move out was a very bad experience. During my tenancy I interacted with the maintenance department a couple of times and they were responsive. This is the only reason I give them 2 stars instead of 1.

If Imperial wants people to provide them with better reviews I think a few things have to change:
* Make proper inventories and damage reports.
* Don't include ridiculous charges and fees.
* ‎Speed up the process for returning deposits.
* ‎Don't claim things that are not true (see newly refurbished claim above).
* ‎Maintain a good relationship with your tenants, especially the ones who have been with you for a long time, paid their rent in time etc.

Advice for tenants on how to handle move-outs:
* Clean the property and leave it in a good state.
* ‎Take pictures when.you movw in and just before you move out. You can use these later in case there are any disputes.
* ‎You are entitled to be present when the final inspection is conducted (and you shouldn't be charged for it).
* ‎The agency/landlord has to back-up their damage claims with pictures or other evidence.
* ‎Your deposit should be returned to you within 3 months. Otherwise you can contact the deposit agency, or even sue Imperial.

A bit slow at returning deposits, but staff friendly and helpful if you adress the issues in person.

Initially they claimed that they should have £1340 of my deposit, then after reviewing the case we agreed on £100 including the standard £50 move out charge. So although the initial deposit claim may seem out of place, they are reasonable if you take the time to adress their claims evidencing why it’s unreasonable.

Do leave everything cleaned and presentable, and take plenty of pictures for evidence!

Absolutely awful experience. Our whole house was full of damp, rats and falling apart. They waited until we moved out to gut and renovate the whole house then tried to charge us for £950 worth of damage. We were expecting months or rent refunded! After finally settling to get our deposit back a month later we have yet to receive it. I have never had such a bad experience with a company. Unhelpful, unprofessional, unreliable and completely dishonest !Avoid at all costs!

Imperial found a place for me within a few days and the singing up process was quick and easy. All the staff are very friendly and willing to help and answer any questions. Very Good.

Where do I start ? I've been a tenant of Imperials for the past 2 years on Richmond Road and while there were a few initial teething issues my overall experience has been amazing. The team were friendly and during my first tenancy my deposit was returned in a timely manor. I'd recommend Imperial to any of my friends ! JT.

Bad customer service and inferior quality of properties. They feed off students. They also charge you money left right and centre if someone dumps rubbish. Want you to be responsible for everything without a single input from them. Lazy staff and property checks. incredibly illogical. Will definitely keep your deposit. A mark on the wall in their books cost £40 without the evidence of who caused it.

STAY AWAY! HORRIBLE AGENCY. The quality of my home is very poor. The staff members at the agency are beyond ill-mannered, impolite, rude, and discourteous with the exception Jess. I asked if the agency could give me notice before coming to my home for viewings with strangers and the agent told me he would try but that its an unreasonable request and they don't need to give notice. This is just one example of several. I have felt intimidated, uncomfortable, and ripped-off during my tenancy with this agency and I will never recommend Imperial Property Services to anyone, ever.

Worst letting agents I have ever dealt with. Still waiting for a deposit refund 3 months on after repeatedly providing proof of utility account closures. Would not recommend them to anyone.

A massive thank you to all the staff at Imperial. From the very beginning they were pleasant and helpful. The property was well looked after and on the rare occasion I had a problem, Imperial dealt with it immediately. Couldn't ask for better service, would high recommend.