Countrywide Residential Lettings head office number?

nataliethm

Does anyone know of an regional area/head office contact number for Countrywide Residential Lettings as I have a complaint to make that is getting nowhere with the branch. What happened is rather a long story but I shall try and cover it briefly...

We started on a 6 month assured tenancy in Oct 2008, then in April 2009 this was renewed yearly, until April 2011. In April they increased our renewal fee from £70 to £125 for a further year. I telephoned and was told they had put prices up to cover costs etc so I paid and renewed until April 2012. In May 2011 we recieved a notice of eviction, giving us 8 weeks to leave. I telephoned the office and it transpired that the owner had decided to sell. This is despite taking £125 of us just 4 weeks earlier. I telephoned the Shelter helpline and they told me as I had a termination clause in my contract they could do as they liked. We then found another property and moved address.

We had the usual checkout inspection and a couple of days later I was amazed to recieve a letter from them saying with all the damage (!) to the property we were getting only £20 out of our £575 deposit back! It was clear at that point that they were trying to claim we were being evicted for damage rather than the owner deciding to sell.

We obviously fought the ridiculous deductions from our deposit. My 3 year old had marked one of the walls and part of the carpet so I knew we wouldnt get the full amount back, however £20 was frankly ridiculous. Two days ago we were informed we are getting £405 back :T, so pleased! It also says that they have to give us the still unreturned, non disputed £20. I phoned them yesterday and today to see what is happening with the £20 they owe us and everytime I call the person I need to speak to is "busy" and "will call me back", well they have been going to "call me back" since July and it is now October and I still do not have my £20 back.

I know its not a lot of money but its the principle really, we were good tenants, never late with rent and if we had been behind with what we owed them I am sure we would have had to pay up a lot quicker than 3 months!

So where do I go from here? The person who is always busy at the branch is the manager, so I can't speak to anyone else there. I've looked on the internet and can't find a head office or regional office that could deal with it until I have spoken to the manager of the branch.

They are a member of ARLA but they want me to follow the branch complaint procedure first, although I can't as noone will speak to me there!

Any ideas? Should I just try and submit a claim through ARLA and see what happens or shall I continue trying to get someone to answer me at the branch?

Thanks,
Natalie

greenhill

Is this them? http://www.countrywide.co.uk/contact/

greenhill

Looks like you're not the only one that's had issues! http://www.allagents.co.uk/countrywide/

GAH

I would firstly continue to contact the branch and ask them about their complaints procedure. Keep calling or even go into their branch.

As contacting their head office will probably be worse, these companies are so big, its difficult to get in contact with the people at their head office.

G_M

Put your complaint in writing to the Branch Manager.

If unsatisfied, put your complkaint in writing to head office:

Lettings

Countrywide House
Clerkson Street
Mansfield
Nottinghamshire
NG18 1BQ