Rightmove
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Dealing with the referencing team of…
Dealing with the referencing team of Rightmove is absolutely a nightmare. 1) they won’t tell you what are the requirements first time when requesting the reference. 2) every time you call them, there are different people to pick up your calls, and they never direct you to the right person who handle the case. 3) no dedicated person to follow up your case. Anyone pickup the phone call will look into your case. They don’t act like a professional but just tell you the requirements bit by bit, and the documents submitted had never been consolidated. In addition, they seems incapable to do the minimum analysis. 4) impolite and rude when they talk to you over the phone. They just hung up the phone abruptly when they lost their patience without finishing the conversation. 5) they cancel your case right away without informing you and the agent, no reason provided and they block your number so that you cannot contact them. 6) they do not update the agent about the status and the progress even though all the documents required were submitted. To improve, it is suggested that the management team can review the procedures of doing the referencing, and how to communicate the requirements to the customers efficiently and effectively. To restructure the team and employ quality people. Maybe some training can be conducted to ensure your professional team can understand customers. The current team probably will make everyone suffer including the landlord, the agent and customer/tenant and needless to say, the reputation of Rightmove. As the result, the landlord cannot rent out their property to the tenant they preferred, the agent cannot get their commission, the tenant cannot get the property they like due to the substandard referencing team or procedures. In our case, the landlord advised to bypass the Rightmove referencing team, other ways were selected to get around instead.