Musgrove & Co.

Negative experience: This letting agent was going to rent a flat out to the next tenant while I was still the legal tenant of it. Given a month’s notice, but felt like I was being unlawfully evicted as there would be a two week period where the tenancies would overlap. I also had to take the flat without viewing it because I was given a date and time but no-one from the old Norwich team turned up. The Norwich office closed during my tenancy and no-one bothered to inform me. They also said the landlord would do the inventory as I was on a ‘Find Tenant Only’, but the landlord said that DPS should have done it. DPS SHOULD have done it as it was THEIR responsibility, not the landlord’s. I also spent 6 months in a mould-infested flat which no-one (including the landlord and council) did nothing about. WOULD NOT RECOMMEND

Negative experience: This company is really bad and like a scam company, they have my deposit which they are not giving back, they are never in the office and never answer the phone, impossible to get hold off!! Anybody who has any contact details for them let me know please! Terrible company !

Negative experience: AVOID!!! Scams people. Our deposit is not protected and disappeared. Not answering calls or messages

Fantastic experience: Thanks for all your help, your service and attention makes a refreshing change.

Negative experience: The most appalling experience as someone renting a property from them. With loads of promises before signing the contract to fix issues with the flat and then absolutely ghosting us for a whole year. I would have to make 40 min trips to his office to see him only to find his extremely rude and unprofessional sidekick to defend him and say he is too busy. If you can’t handle your existing tenants then stop taking on so many properties. After parking was included in our contract we had been given a spot that was someone else’s and had to pay £100’s in fines. Not only that he has not responded to our emails in over a year and I only sign a contract 14 months ago.

Negative experience: This company should not be trusted to manage your property. They do nothing about maintenance issues. If you email them, they just send an email back saying currently out of the office and NEVER get back to you. Eventually they stop acknowledging your contact altogether. If you are a property owner looking for a property management company, and you care about your property, I suggest you look elsewhere. This company will collect rent, but give no actual service for the fees you pay them!

Negative experience: Had a very similar experience to another reviewer here in trying and failing, across a span of months, to obtain a viewing on a property advertised by Musgrove/DPS. Phone calls not returned, two viewings arranged but mysteriously cancelled with excuses about not being able to access keys, front garden being cleared. Phone calls either unanswered or serious delays, with multiple follow ups from myself and partner, via phone and actually visiting the office, all to no avail. Several weeks ago, we were told that we'd recieve a call to re-arrange our twice cancelled viewing once the front garden had been cleared. Believe me, by this stage and well before, I expected no answer and no viewing and, indeed, the property then appeared on Rightmove as 'removed from market'. I'd not be surprised if it reappears again as listed for sale to repeat the process. I was dogged in my approach and asked for some degree of honesty about the situation with this house in order that neither my time, nor theirs, would continue to be wasted. Ducking and diving is what comes to mind with this "company". Does this company actually care about these reviews? Have any properties actually traversed the already labyrinthine conveyancing process with this company as representative? As with others, I proffer one star only in order to be able to submit a review.

Negative experience: Musgrove and Co (AKA DPS Estates) Unfortunately i would not recommend this company. We initially contacted them over 3 months ago regarding a property they were selling, we were told they are waiting for the keys and they would get in touch to plan a viewing. We waited some time and as we had no contact, we called them. We got no answer, i tried email and calling numerous times but had no answer. A short while after, the property was showing as sold. 3 months later the property showed as for sale again. We phoned and was told the sale fell through and it was available again, we asked for a viewing and was told they need to look in the diary. Time passed, no call. We tried calling and emailing but had no reply, we visited their office but it was closed. Eventually i got a phone call back stating the property is still for sale but they are awaiting the keys.... so back to square one over 3 months ago. It has now been another week and a half with no contact as to when the keys are coming in. We have given up hope and it looks like this company doesn’t want to sell homes at all. Steer clear and let this company dissolve, they are not suitable to be handling this sort of work.

Negative experience: Trying to get hold of them is impossible!

Negative experience: I dont recommend. They left their tenants for months with exposed wires and no oven.

Negative experience: The letting agent (Musgrove, previously DPS Estates) has a negligent approach: the property has growing mould, known asbestos, and fire hazards abound. Since learning of a kitchen wiring problem, so severe that we are banned from using the oven/stove, it has taken an ongoing seven months to get approval for this to be repaired. Musgrove takes no responsibility for speaking to the landlord, chasing this repair authorization, and claims to not be responsible for who gets instructed to repair the works. I have had to escalate this to my local council, Shelter, CAB, and Acorn just to get Musgrove to take this seriously. They have not apologised, responded to my formal complaint (sent a month ago, 15/3/24), nor offered a rent reduction for the 6+ months this has been a known issue for. Please avoid this company. EDIT: seven months to do one repair. https://www.eveningnews24.co.uk/news/24259243.letting-agency-oven-row-mandells-court-flat-norwich/

Negative experience: Terrible agency! David Musgrove has not taken my complaint on board. He has seriously breeched his contract by not inspecting my properties on time resulting in my tenants contacting me to sort our their issues. He did not do the inspections on time . We have informed him we are not happy . He now wants to charge us 10 Percent on some of our properties. We are seeking advice from the Ombudsman . He has also failed to pay in our rents which he has received. We instructed this agency has they where based vin Norwich initially . They fell into difficulty and didn't pay the rent and are now based in North Walsham. Alarm bells spring to mind!!! DO NOT USE THIS AGENCY

Negative experience: When I first signed up with them I was waiting for the contract for over 3 months, as I had to move in soon I moved in before signing up the contract (I was able to do this as it was just me swapping out for another tenant). After that they have threatened to have me kicked out and presented ON THE DAY with the contract (they refused to get me the contract for over 3 months) that they have told me to sign now or they will be seeking legal action. The contract had wrong end date too. We have never interacted with them throughout our tenancy because the only time we did they were utterly useless and had to directly contact the landlord to resolve any issues. Fast move forward, we have negotiated a new end date with the landlord and managed to move out quicker. Landlord has gave green light for us to get our deposit back after 2 weeks but we are yet to see the deposit back. We are 2 months into not getting our deposit back and had to contact the protection agency directly for which we are waiting for response of. I advise you steer clear of this company. Rude, unprofessional and unhinged are all understatements when describing my experience with them.

Negative experience: My experience with them was awful!

Negative experience: Won't answer emails or the phone to return my security deposit but is in contact with the tenant that took over my residency. Resorting to driving 15 miles each way to speak to them in person.

Fantastic experience: Very professional and easy to talk to done everything I have asked and more I would recommend these people to anyone buying or selling a property

Negative experience: I have had a nightmare with these people. I was a tenant for 2 years, for the last several months of the tenancy a request the rectify a fault with one of the ovens was never resolved. It has taken me 7 weeks to get my deposit refunded, the landlord is so disillusioned with them that he sacked DPS. When trying to get info re my deposit refund, very rarely was the phone answered and my emails were not responded to (I have full audit trails to support this). In short, particularly in exit, they were completely useless. As a landlord or tenant I would not go near them. They only get one star because I cannot post with no stars

Negative experience: Well where shall I start?! Maybe with strongly urging anyone considering this agency to manage their property to think again. Our experience has been horrific. We approached DPS to find suitable tenants for our house and then manage it. We paid for an external referencing agency check ( their standard practice it states in their terms and conditions) and they informed us they had found suitable tenants ( apparently two Italian couples who were Builders and cleaners) who had 'passed' the checks. They moved into our fully furnished house and we received rent monthly and assumed DPS where doing the checks they had outlined in their terms and conditions. Fast forward ten months and the house was raided by the police and it was found that it had been turned into a large scale cannabis factory. All our furniture had been stolen and the house was wrecked ( large holes in ceiling, wires every where, the electrics had been by passed, deep damp throughout). It was calculated by the police that the loses amounted to 40k including loss of rent. The police discovered that no external referencing had been done, the 'Italian' tenants did not even exist, all their payslips and bank statements were quite obviously fake ( spelling errors within them, different fonts used ect..). Not one check of the property had been done during the 10months they had been there ( granted that 7weeks of that time had been in lockdown but the rest of the time hadn't and we were informed that other agencies were requesting video checks of their managed properties during this time.)They had also accepted cash payments monthly ( put through the letterbox at night to pay the rent which the police stated should not have been allowed due to money laundering issues.) They had also not carried out the right to rent check which is a legal requirement. The police recommend ed to us to take civil action against them. We sent the agency a Before Action letter back in April 2021 and the agency accepted liability and negotiated a payment to us but nearly a year on they have never paid us the money. So now I will move onto a complaint to the TPO and will start proceedures taking them to court. I also think their conduct has been so shocking that I think the public have a right to know and we will be sharing our story and pictures with local press.So please be warned and go elsewhere when it comes to choosing an agency to manage your property.

Negative experience: Had maintenance issues for over two months that were not addressed in the slightest…

Fantastic experience: Lisa is very good and friendly. She has provided an excellent service. She was very prompt and responded to all queries. Kept us posted regularly.

Fantastic experience: Lisa was completely on the case with the sale of my property and a delight to correspond with. Thank you again! xx

Fantastic experience: Despite a few issues with the purchase of our new property, DPS have been on hand to support every step of the way. Lisa has been extremely professional and personable, and I would have no hesitation using DPS to market or purchase a future property.

Fantastic experience: DPS made buying a property very easy, putting my mind at rest if any problems occurred and always being on the end of the telephone to help. They were friendly and professional working for both the seller and buyer. Lisa was easy to talk to and made the whole experience positive.

Fantastic experience: All went well despite a difficult and complicated sale. Couldn't recommend highly enough

Fantastic experience: Lisa quickly arranged a number of viewings as soon as she was on the case,after interest in our property had been initially slow.A sale was soon agreed, but we hit a technical problem reaching completion due to unforeseen circumstances. Lisa went the extra mile liaising with all parties involved,to help keep the deal on track,until the problem was solved. Good job,Thanks and we'll done !

Negative experience: This company have no sense of responsibility towards vulnerable tenants, they are interested in exploiting students who are already on a low income. They are charging my son exorbitant transfer fees because he has had to terminate his contract due to developing mental illness. Shockingly uncaring and unscrupulous standards of operation. I'm complaining to the housing ombudsman.

Fantastic experience: I really happy with this agency during my buying progress. I advice for everyone

Fantastic experience: We worked with Lisa from DPS for our recent house purchase and it was really great to have her on this journey. She was super friendly and incredibly quick to reply to questions and queries we had, even on the weekends. It made the whole experience a little less stressful.

Fantastic experience: Great service as always, for selling properties to managing them.

Fantastic experience: Lisa has been amazing throughout the whole process of selling my house. Very communicative, always checking in. No question too silly to ask! Amazing! 5 Stars ⭐️

Fantastic experience: Lisa has been very positive and helpful during the whole process. Thank you Lisa!

Negative experience: I've rented from DPS estates for 2 years collectively now. I do not think I have had a single interaction with their Norwich team in which they managed to do a single thing correctly. Wrong names / dates on my contracts every time, took them weeks to reply about serious issues with house maintainance - including broken boilers / fridges, unprofessional staff who do not reply to emails or to phone calls. They will skim you for all the money they can, and fail to uphold their obligations to your as a tenant completely. 0/10 stars, never again.

Positive experience: Limited low rent let's for single persons

Fantastic experience: I definitely loved my experience with DPS in Norwich, had a pleasant stay at my accommodation which is modern, good quality and value for the rent. The team was very professional, respond promptly and when I went for viewing, Lisa was so warm and pleasant. Thanks again guys!

Fantastic experience: A great team who put the time into marketing my property. I had interest within half an hour of letting David take on letting my house. It was rented out within a week! Never had such good service. A big thank you to him and his team.

Fantastic experience: After having multiple problems with the landlord, Ursula at DPS Estates was ready to help me at every turn, responding quickly and taking action rapidly. No problems at all with DPS Estates and would be happy to do business with them again.

Fantastic experience: We’re extremely glad we chose DPS estates to sell our property - The whole sales process was made painless by Lisa and David. Thank you so much.

Fantastic experience: They are the best estate agents I have ever come across. Please don't ever hesitate to deal with them. Very professional, excellent and transparent in offering services. would be less to rate them I would say.

Fantastic experience: We can't thank Lisa enough. She was very responsive throughout the whole process and was a pleasure to deal with. Thanks Lisa, Darren and Kevin

Fantastic experience: Very supportive and helpful estate agency when purchasing property.we bought our first home.Ms. Lisa was really helpful and helped us in entire process.

Fantastic experience: Great estate agent. Taken the stress out of letting my property when other agents weren't prepared to help

Fantastic experience: Very good company to work with and always helpful. Strongly recommend

Fantastic experience: I’ve recently relocated from London to Norwich and the team at DPS were instrumental in making that transition completely painless... dare I say even enjoyable! From the initial briefing of the property type I was after, complete understanding of the brief demonstrated by the selection I got back, the pro-activity in finding more than a few options that nailed what I was looking for, right through to final agreement of the deal and my move to Norfolk... I couldn’t have asked for better service from David and the team. They blew some of the other agents I was speaking with out the water. Cannot give a stronger recommendation for anyone to use these guys in the future.

Negative experience: Absolutely disgraceful! There overall rating is construed by rating themselves, their reviews are all similar look at them! the truth about this company is that they are a nightmare who will drain every penny that they can get out of you, they have no level of professionalism and no communication within the company. The worst company i have worked with.

Fantastic experience: Excellent and very professional,always happy to go the extra mile highly recommended

Fantastic experience: Excellent service from DPS estate agents, can’t thank you enough for going above and beyond.

Fantastic experience: Professional and helpful service from David at DPS. Without any questions asked he continually goes out of his way to provide the best possible service. Could not recommend enough!! Thank you!!

Negative experience: Lazy, incompetent and clueless. From the point of view of a client there is clearly a severe lack of communication within the company. No one seems to know anything when you have a genuine query, you are told that someone will get back to you, but this never happens, a sign of a poorly run company that clearly needs new management. They only contact you when they want money from you and constantly look to milk more money using the excuse of ‘miscommunication’ one too many times. I don’t know if they’re acting like this because they are dealing with students or do they treat all their other clients with the same level of incompetence as my friends and I have experienced. Shambolic from start to finish. I expect getting my deposit back at the end of the tenancy will be a struggle. I will make sure i never use this pathetic joke of an estate agency ever again and make sure you don’t either.

Negative experience: If you are a student. Do not bother. If I had time to write a full review of this company, I would but it would be an essay. The amount of things that went wrong in our time with these people which didnt even turn into any synthesis at the end of this catastrophe is unfathomable. Shame really. Students steer clear.

Fantastic experience: Throughout my dealings with the entire team at DPS, it is clear they are very professional and put the clients interest at the heart of what they do. Wouldn’t go anywhere else

Negative experience: If i could give a no star review i would, not one detail has been accurate, its actually rather inpressive. Stay as far away as possible, this is advice for your own sanity.

Fantastic experience: Fantastic estate agents, I deal with them frequently and as a landlord I am confident they will always get me the best results. I can highly recommend them to future landlords.

Negative experience: My partner and I have been trying to get in contact with one of the letting agents team in order to follow through with renting a property - it has now been 4 days of no one getting back to us regardless of us calling up daily to check in and see if they are available to get back to us. Even after being informed that getting back to us would be 'high priority' on the 2nd day, no contact was made. Not only has this prevented us from renting a property but it has also prevented the landlord from being able to let the property out.

Fantastic experience: David was so helpful when it came to referencing us for our house, thank you so much! G&C x

Negative experience: Plz stay away from them, you will not get your deposit back easily

Negative experience: We rented a property and it had to go through them as they were the broker. Unfortunately we could not get round dealing with them. As you walk in the office, the bloke at the window on the left hand side.....RUDE!!! A please or thank you would not have gone amis, instead of shouting round the corner at 'your' tenants with your mouth full of food! Revolting!

Fantastic experience: Ursula has been our main point of contact at DPS, she has always sorted out any problems that have arisen during our time with DPS. She is quick and efficient and extremely helpful, everything she does is done with a smile and a friendly disposition. Thank you Ursula for all your help with our properties.

Fantastic experience: Although I didn't rent though DPS - I found the estate agents were great at communicating with me as I looked for a room (via e-mail phone etc) and were great when handling viewings. Were from start to finish a pleasure to work with. Will remember the agency. Ty.

Fantastic experience: Have worked with David and his team on several projects in the last few years and have always found them to be highly focused on delivering the best results possible. Would highly recommend them to anyone looking for good service and results.

Fantastic experience: Great experience

Fantastic experience: Rob and the DPS team have been professional, prompt and courteous throughout the process of our property sale. Thank you.

Fantastic experience: DPS manage rental properties for me and they have consistently beaten their competitors market for rental yields and quality of tenants. They are very responsive and personable. Highly recommended.

Negative experience: Great start but went downhill very fast with lies. I put a formal offer down with the estate agent saying "you will hear back by the end of today". I didn't hear back. I then went on the view the property again on Rightmove a few days later to find out it was STC. Estate agents didn't bother to inform me and wasted my time. Extremely poor.

Fantastic experience: David was thoroughly professional, knowledgable and courteous. He had a really good understanding of the property market and the surrounding area. Having had to deal with many estate agents I can honestly say he was by far the most credible and capable and I would highly recommend DPS Estate Agents to anyone.

Fantastic experience: Excellent work from David and the team! They let out my property within no time, very professional! Will definitely be using DPS for my future lettings

Fantastic experience: Very fast and good service. Very responsive.

Fantastic experience: Great service, Happy and helpful staff - I would 100% recommend them.

Fantastic experience: DPS were professional and responsive throughout my purchase of an investment property and I would certainly recommend them above most other estate agents. My point of contact was Rob Penniston who kept me informed throughout the process and even helped me with an issue I had after the sale was made which I really appreciated. Overall I’m very happy with the service I received and would definitely use DPS again.

Fantastic experience: Good customer service and quick responses!

Fantastic experience: Fantastic customer service from the whole team. Friendly, professional and willing to go the extra mile. Would definitely recommend.

Fantastic experience: Found the team at DPS to be very helpful, would definitely recommend!

Fantastic experience: Always great to speak to the team at DPS, all are very welcoming and willing to answer any queries you may have! 5/5

Fantastic experience: Would 100% recommend DPS. All are friendly, efficient and very knowledgable.

Fantastic experience: Top Service as always from Rob, Elliot & David at DPS. Highly recommend

Fantastic experience: Thanks Rob for kind help and care. I have met a lot of problems since I came to Norwich and hopefully we can solve them. Shoutout to everyone in DPS.

Fantastic experience: Fantastic company was/ is a real pleasure to deal with. Very experienced staff all of which extremely attentive. Property signed and listed same day with a let agreement within a week. Very impressed with such efficient service would most definitely recommend. 5 star ⭐️ ⭐️⭐️⭐️⭐️