Dexters Estate Agents
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Beyond Disappointed with appalling service
I rented a flat through Dexters Wimbledon from September 2021 to September 2023, following personal recommendation. By day 24 after the end of tenancy, there was cause for concern. I had made contact with the agency repeatedly asking for updates, and had been told the landlord would not discuss the return of my deposit until they had received quotes for maintenance issue raised by the new tenants. I raised a dispute with Tenancy Deposit Scheme (TDS). The landlord in response sought to retain all of my deposit for alleged damage. The TDS adjudicator fairly and reasonably deducted £80 for deterioration beyond wear and tear, but reverted the remaining 95% of my deposit back to me. Her conclusions pointed to • claims made for alleged damage not referenced in the checkout report • amounts sought as “excessive” • amounts claimed which would, if awarded, have placed the landlord in position of betterment • costs claimed for redecoration deemed to be the landlord’s responsibility. I am aware that my review here should be of Dexters and not the landlord, however the company cannot in my view be absolved of accountability for what I experienced. My one star review is for a contractual system which could allow this to happen. Dexters markets itself as “different”, claims “everything we do will give you an altogether better experience…”, and commits to “always go the extra mile for customers”. As such, it seems reasonable to infer promise of safeguard to tenants looking for fair treatment, and accordingly, to attribute responsibility for things going wrong as robustly as it self awards glowing acclaim for “exceeding its clients’ expectations”. I would urge would-be tenants to balance Dexter’s marketing claims with rigorous vigilance. I will, going forward, be sure to ask an agent (and this will not be Dexters) for the history of the rental in terms of deposit return, and specifically any referrals to TDS and outcomes (in the same way, as a landlord, I should request corresponding information about tenants’ history with them). I would strongly recommend tenant referral to TDS where neither deposit or associated intentions are issued within reasonable timeframes, or where attempts are made to unreasonably retain deposit. The deposit amount is for me not a catastrophic sum to have to wait for, or to have lost in the event of the decision not going in my favour. It would however be much more serious for some people, dependent on return of one rental deposit to secure the next place to live. I hope Dexters reflect, and devote as much emphasis to the selection and retention of and communication with landlords as to corresponding efforts with tenants. I would consider this conducive to its claims of excellence in this crowded market space, to ethical professional conduct, and ultimately, to its reputation.