13th Aug 2026 (10 days ago)
We have been with Chancellors since 2022 and the service has been consistently unacceptable. Despite paying for full management, our tenants repeatedly contacted us directly because Chancellors simply did not respond to them. We were effectively managing the property ourselves while still paying Chancellors for a service they were not providing.<br>In 2024, our tenants moved out while we were abroad due to a family bereavement. Our neighbour alerted us that the bins were overflowing and, shockingly, the property doors had been left open. We tried contacting Chancellors urgently, only to be told it was the checkout agency’s fault — an agency they themselves appointed.<br>When new tenants moved in (while we were still away), we asked Chancellors to downgrade our service to basic rent collection only. Once we returned, the new tenants showed us the condition the previous tenants had left behind:<br>Lawn stripped and replaced with artificial grass without our consent<br>Nails on walls inside the house<br>Missing blinds and curtains<br>Bins left overflowing, which the new tenants had to clean themselves<br>When we raised this with Chancellors, we were told they “don’t manage the property anymore” — despite the fact that the previous tenancy WAS managed. After weeks of being passed from department to department, we were told the Deposit Replacement Scheme wouldn’t pay anything because more than 30 days had passed. The delay was entirely caused by Chancellors’ internal confusion and lack of ownership. Only one helpful staff member, Kwesi, escalated the issue and we received around £100 — nowhere near the actual cost of the damage.<br>During the 2025 renewal, we clearly stated we did NOT want DRS and were not charged. Now, during the 2026 renewal, Chancellors have suddenly deducted DRS for 2025 and are demanding “proof” of the agreement — even though their own staff confirmed it at the time.<br>Trying to reach the property manager has become impossible. No calls returned for over a week, emails ignored despite CC’ing multiple staff. Today, a staff member told us the property manager “doesn’t want to speak to us because we shouted at her.” This is completely false — she has never once returned our calls, so shouting at her would be impossible.<br>Her email now claims she has “no record” of the DRS agreement and insists we provide proof, while refusing to address the late rent queries or the ongoing service failures.<br>The service is chaotic, unprofessional, and deeply frustrating. Departments contradict each other, no one takes responsibility, and we are left to deal with the consequences every single time. After years of mismanagement, negligence, and financial errors, we simply want to terminate our contract and move our property elsewhere.... Read more