22nd Sep 2026 (5 weeks ago)
I rarely leave negative reviews, but my experience with Your Move Surbiton — before, during and even AFTER our tenancy — was so unnecessarily stressful that I feel other tenants should know what to expect.<br><br>The problems started before we even moved in. Because my name was on the tenancy agreement, I was repeatedly asked to provide evidence relating to my previous employment and housing in Korea. I spent nearly TWO MONTHS contacting HR departments in Korea, dealing with the time difference, translating more than 40 documents into English, and providing everything requested.<br><br>About FOUR HOURS after I finally submitted them, I was told that the documents were not actually necessary and had been deleted.<br><br>That episode alone says a great deal about the level of organisation and consideration we experienced.<br><br>When we moved in, we were essentially handed a key and appliance manuals, with almost no meaningful explanation of the heating or hot-water system. We then spent FIVE DAYS WITHOUT HOT WATER. I could not even find the boiler model on Fixflo, so I submitted the repair under “Other”. Instead of acknowledging how difficult this was for a newly arrived family, I was later told that the delay was because I had selected the wrong category.<br><br>During the tenancy, communication remained frustratingly inconsistent. On 26 June, for example, I reported several issues, including a leaking sink, lighting/ceiling issues and unfinished repair/painting work. I received no response.<br><br>And remarkably, the poor administration did not end when we moved out.<br><br>For months after the tenancy had ended, I continued receiving emails asking me various questions about the property. I answered several of them as a courtesy. Eventually, after repeated further contact, I made it clear that I no longer wished to be contacted about matters relating to a tenancy that had already ended. When the emails continued, I blocked them.<br><br>What makes this even more frustrating is that there was no dispute about how we had treated the property. Our full deposit was returned, and we were even complimented on having looked after the property extremely well — better than its condition when we moved in.<br><br>So this is not a review written because of a deposit dispute or because we left the property in poor condition. Quite the opposite.<br><br>This was the recurring pattern throughout our experience: tenants were expected to provide extensive documentation, follow procedures precisely and respond promptly, while the same standard of organisation and communication did not seem to apply in return.<br><br>Moving to another country is stressful enough. A letting agency is supposed to make the process clearer and more manageable — not create additional work before the tenancy, problems during it, and continue chasing former tenants months after they have moved out.<br><br>Based on my experience, I would not use Your Move Surbiton again.... Read more