Sandstone UK Property Management

Negative experience: We strongly urge anyone considering working with Sandstone and the freeholder Jacqui Swart to think twice. In 2023, they do not pay their bills! STAY CLEAR

Fantastic experience: Fabulous first experience with staff, specifically Gonca and Natalie who were absolutely wonderful in introducing us to the process of getting a flat sorted. Right off the bat, Natalie contacted us to ensure that if we wanted the flat, we could get it. She was very proactive and seemed to want us to be able to get the flat if we wanted it, which I was really happy about! Her attitude to helping us was simply outstanding. Then got us in contact with Gonca, who was equally as amazing. When we had issues, she was so willing to help and even offered to call one of the letting alliance on my flatmates behalf at one point. A real gem, seemed so lovely! Great first experience, of course will keep this review unbiased but as of yet my experience of Sandstone letting agency has been brill! Thank you :) UPDATE: Sadly they were bought out by a larger letting agent, (DJ Alexander) who provided a much worse customer experience.

Negative experience: Sandstone has been a very difficult management to deal with. The property manager never responds to any emails, and when there is any maintenance problems they never respond. I moved out in August and after 2 months i have still not received my deposit back. I have tried calling several times and i was told that sandstone is now managed by DJ Alexander. When i called DJ Alexander they also passed me down to John shepherds lettings and none of these companies seem to have any idea of what is going on, they all seem to not know what they are doing. I would advise to think twice before renting with this company.

Negative experience: If you see a property ran by Sandstone, don’t even consider it! Had so many issues, with changes of property managers to being rushed into signing the tenancy without getting full clarity and problems in the flat not getting sorted out. I even got left with the previous tenants energy bill as they did not process a change of tenancy and I almost got sent to debt collectors. The first property manager was so hard to get a hold off and would not reply to our messages after seeing them as well. The flat is highly overpriced and definitely it worth it and instantly regretted moving in because there was definitely other places cheaper and nicer than then this. Furthermore, there was a leak in the bathroom and it was leaking through my flatmate’s room and it was causing her room to mould. The smell of mould was rampant through the house but even for a month we kept reporting this issue and they would send someone out but sometimes wouldn’t turn up as they said they’d ‘knock’ and didn’t get response whilst being in the house on that designated day waiting for them to repair the leak and the walls as they mouldy and falling apart. My flatmate had to sleep in that room for more than two months! Even on the last day of our tenancy the issue still hadn’t been fixed! The lack of communication and care for tenants is appalling and I would definitely recommend staying away from this agency!

Fantastic experience: Secured my one person property in no time. I’ve rented from them 2 years ago aswell and honestly they are the easiest agency to get a flat comfortably and correctly

Negative experience: Proper checks and cleaning not done prior to us moving in, maintenance rarely gets seen to without having to chase up multiple times. Very disappointing company. Rent is way too high for the poor quality housing.

Negative experience: The worst agency I ever experienced. Gave us a flat where the couch and carpets were soaked in cat urine, they said they would deal with it before we moved and did not. We had other issues with the flat including windows, washing machine - they rarely answer emails let alone answer their phone so those were not fixed. Now with a different agency but in the same flat, landlord probably changed agency due to how incompetent sandstone are. The new agents have already dealt with half of the problems 3 days into the tenancy. PLEASE NOTE: they ask to give a google review right after signing the contract (???). I am mentioning this in case people gave a 5 star review too early on before actually experiencing their services. STAY AWAY

Negative experience: Deposit - 9 weeks after contract ended and my grandaughter is still waiting on her deposit. Absolutely NO excuses holding this money. I emailed them on Friday and waiting on a reply. Unacceptable.

Negative experience: Used Let Alliance to do the checks - however the service does not work and took all the guarantors multiple days and complaints to get through. This then delayed our move in date - which we still have to pay rent for as we signed the lease before the checks were made. Other services like Westport Property are much faster and easier.

Negative experience: Words cannot express how little I would ever recommend letting a flat from Sandstone. To begin with, signing a lease without even having seen the flat in real life kept us from seeing the numerous flaws in the flat. The repairs were slow, and we often received condescending messages from our property manager. They took weeks to fix a broken window, and tried to blame us for issues we reported (broken door closes, window). The walls were covered in blu tack stains, the carpet was black in spots from how dirty it was, and the floor in the bathroom was essentially mush, presumably from mold under the sheet vinyl. All they care about is profits, and the longer you live there the more obvious this is. The flats are overpriced, badly kept, and they prey on students who aren’t as aware of their tenancy rights. I’d also like to apologize to the tenants below our flat, who had to deal with our washing machine flooding their kitchen (apparently not the first time!) and Sandstone’s absolute incompetency in dealing with this issue. We were left without a washing machine for nearly a month of our tenancy. Whilst attempting to end our tenancy, Sandstone’s only concern was ensuring we paid all our rent. Avoid at all costs!!!! Would love to add to this that they still owe my flatmate a £100 referral bonus!

Negative experience: Our student kids x4 should have moved into a property this week which we rented through Sandstone. As parents we visited the property in Filton Bristol and were absolutely horrified as to what we found. An absolute dump of a house, damp, mould, in poor condition and we are refusing to let our kids move in because the property is unfit for habitation. Although the lease has started and we have stated our kids are not moving in we are still waiting for a response from Sandstone. We can not get any response at all and have no intentions of letting our kids move into such a filthy property. Now speaking to Trading Standards about the way forward but be nice if someone from Sandstone would talk to the four parents. What an horrific experience this is.Shameful.

Negative experience: Whilst I initially rated Sandstone higher my experience with them has gotten worse. Whilst I have had a good experience with Richard who promptly resolved issues we had around the flat, I have had an especially bad experience with Berta. First off, we are not informed when the manager for our property changes meaning we have no idea who to contact and end up contacting the previous manager. Secondly, there are certain issues that we have continuously raised that have still yet to be resolved for over a year into our tenancy. Third and most importantly is the issue with our rent. Whilst the rent has increased with the new tax year, we got a rent officer to come in who reduced the rent for the property by £25. This does not seem like much but to students like us this adds up. We were automatically charged more than we should have been, and after contacting Sandstone Berta said she was unaware of this reduction in rent despite the rent officer email suggesting Sandstone would be directly contacted without any action from our side. We are only getting refunded for one month and Sandstone are using a change in tenancy to increase the rent to their original amount. I would not recommend renting a flat from Sandstone.

Negative experience: As the owner of a property in a tenement, who has no contact details for the owner of a flat in the stair managed by your company. I am becoming really frustrated at the property manager. Emails unanswered, calls not answered or returned, voicemails ignored, no help from staff for a call back. Absolute joke! Residents have paid for stair repairs and cannot get this share from this owner!

Negative experience: We could not view the apartment prior to us sending the advanced deposit, and when we decided to fall through, it took us 2 weeks, countless messages and a visit to their headquarters to get our money back. They could not care less about you. Would not recommend.

Fantastic experience: Had a great experience securing a rental with Sandstone. Our viewing agent Natalie was great and very helpful- answering all our enquiries very promptly. Our applications manager Fanny was also very helpful and quick to respond to all questions. Overall we had a smooth experience!

Negative experience: Awful company - previously name grant property but changed their name I believe to try and avoid the mountain of negative reviews. Me and my friends thought we’d chance it with them, worst mistake we ever made. We dealt with water damage, black mould and a leaking roof all of which was present when we moved in and was unresolved when we left 8 months later. Then had the nerve to charge us £600 out of our deposit despite the fact we cleaned the flat with fabricated charges. This is just a few of the headaches we had with sandstone, if I listed it all out this review would be 2000 words long. You’re essentially gambling if you go with this agent because if you have even one problem sandstone doesn’t have the structure or capacity to rectify your issue. Do yourself a favour and avoid them like the plague. Especially if you’re a student and don’t have the time to chase sandstone down for months

Negative experience: stay well away from this company. ignored me and my friends for months when we needed many things repaired. they clearly take advantage of students as you can tell by their overpriced properties that are awfully kept and are disgusting to be honest. feel like we have been blatantly ignored as they don’t want to deal with the issues at hand. this made our living circumstances poor. the flat was covered in mould after being told numerous times it will be sorted, as well as many other issues. if you are a student or a parent of a student please do your research on this company! previously known as Grant Properties i believe.

Fantastic experience: Throughout our entire application process for our new flat Gonca and Max were incredibly kind and helpful! Whenever we had a question or something else came up they always responded to us within minutes and gave us a hand with whatever we needed help with!

Fantastic experience: Good management of our flat search and forms were straight forward to complete with help offered if necessary. Helpful and quick responses from friendly staff regarding any questions we had. Would recommend to friends.

Negative experience: Do not use this letting agency, they are scammers. I didn't check the reviews before applying for their properties. I do not know how a letting company like this can legally exist. They asked me for a 200 pound "deposit money to apply" for a viewing and they told me that the property would get taken off the market and we would be able get a viewing the day of the payment. They did not take down the property off the market and in the online viewing they did, it was just virtual google maps kind of viewing and not showing the actual property itself. The rooms looked different from the listing on the website. Thankfully, we realized that this was a scam situation and chose not to apply. Afterwards when I asked for my deposit money back, they were very non-responsive and I had to call reception a lot of times to be able to get the money.

Negative experience: It has been almost 2 months since my contract ended and I haven't been paid my deposit back or had a reply from anyone whenever I try and contact them, even with an open Tenancy Deposit Scheme dispute. Update: After reaching out to the regional manager my deposit was switfly returned to me. Unfortunate that I had to jump through so many hoops but they have righted the problem.

Negative experience: Shocking. Rental tenants in Nottingham have no manners. No gas safe. Electrics unchecked and the rubbish left do not even get me started on the complete anti social behaviour of the students and even the landlord would not bring their bin in after a fortnight...still on the pavement. Avoid.

Fantastic experience: My process was made so easy by Craig Lyon and Gonca Kavsara. Their assistance was so impressive during my renting experience. Thank you so much for a great customer service.

Positive experience: The customer service from Ellen and Julie was great! Very prompt with responses and clear within them, with straightforward instructions regarding the whole leasing process. The only small tiff was that we couldn't ammend the inventory list but I'm sure we'll find a use for the extra plates :)

Fantastic experience: was looking for a second year uni house with my friends and sandstone provided amazing services, the paperwork was all done on email so was so easy and streamlined, and there was a whatsapp group with one of the sandstone agents for any questions and updates on the house. would definitely recommend!!

Fantastic experience: I was very satisfied with my tenancy. The part that is making write this review is the customer service. It is so easy to get through to them and the staff is Very Empathetic and Very Helpful. I interacted with Ryan and Berta the most, and they are soo good! Ryan even went out of the way to call the deposit scheme partners on my behalf because I couldn't. If someone from the management is reading this, they deserve extra perks this summer! Really! Thanks!! :)

Positive experience: Looking for a student house on its own was difficult enough, however my property manager Ellie did not make it any easier. When me and my housemates first moved in, the house seemed as though it had not been touched in months, overgrown garden, broken sealing in the bathroom, dirty walls and mattresses and so on. Yet contacting my property manager was impossible, i would call, text, email and receive nothing, for weeks and even months. And with this being my first rented property and sorting all the admin on my own, this definitely did not feel comfortable or exciting by any means. However, after reaching out to the company via phone multiple times, i managed to speak to Mark, based in Edinburgh (I rent in Nottingham). Since not being able to contact Ellie, i have spoken to Mark most days of the week about anything and everything to do with the house. He has totally changed this house around, with no hassle or stress. Mark is the only person at this company who i have received genuine help from, he is always happy to help and will happily reach out to me if there are any updates or issues. I also just read a similar review to mine about Mark and i simply cannot thank him enough. After reading this review i have realised the amount of work he does and the sheer love he seems to have for his job and the company itself. Thank you Mark!

Negative experience: THIS POST IS TO WARN YOU TO NEVER DEAL WITH A COMPANY CALLED “Sandstone UK Property Management “ I’ll tell you how it went, My friends and I were searching for a house to share for the academic year. we found a 4 bedroom house in filton area that we found suitable back then, we called the company which is sandstone and they sent us a video tour of the house(which is totally different from how the house looks like in real life), but they didn’t arrange for a viewing, so I asked them to set a viewing for us, they set one where the tenants where in the house and the tenants where the ones showing us the house and not one of the company members . The viewing wasn’t professional as the tenants were actually sleeping so we didn’t get to see much at all.However ,this is not the case, we agreed to take the house and thought that ofcourse they would fix some stuff before us moving. Our contract started on the 21/8/2023, we moved in on the 22/9/2023 and informed them of our arrival date. So they had an extra whole month to sort everything for us BUT THEY DIDN’T. When we first moved in, all the walls were not painted with cracks and stains all over them, the furniture was and still is extremely dirty with stains on it, the toilet seat was broken, the shower head was broken, the sofa leg was broken, the oven was dirty, the kitchen tap was leaking, the freezer had 2 broken drawers and 2 missing ones and the doorbell was not working too. We also never received our room keys . It felt that the house has not been touched after the previous tenants. Our property manager was the worst, he never responded to our emails and messages and when he did respond , he never gave a solution or actually did anything that would satisfy us. But to be completely honest, when i reported some of the above issues on the website, someone came to fix a few of the items within a week. That’s not even the big problem. The bigger problem is that house had traces of mold when we first moved in but we didn’t realize that until the mold literally spread everywhere. I called the agency and tried to reach our property manager to let someone come and treat the mold since the mold was literally spreading even behind our heaters and the toilet. They actually told us that it’s not a big deal and that we have to clean the mold ourselves although I mentioned to them that I have a breathing difficulty where this would affect my breathing and health but they SAW IT AS NOT A BIG OF A DEAL.so my housemates and I had to clean it ourselves although we couldn’t even reach the ones behind the heaters. The mold started appearing on our PERSONAL STUFF . So i sent them , they also thought that its not a big deal. In my friend’s room, the heater is always on even though it’s switched off , so when we told our property manager to let someone come and fix this cuz the room is always too warm, her response was ”just move your bed away from the heater “ We’ve been trying to reach them for almost 2 months about the walls and the mold, no action was taken. When we reported the mold issue on the website, A guy came and did make an inspection mentioning that some sort of equipment should be applied to thw windows to prevent the condensation causing the mold but sandstone seems to neglect that. When I told my property manager about that , her response was like “ we all have mold in our houses and your house is really old”. I BELIEVE YOU SHOULD RENOVATE IT SINCE ITS RENTED OUT FOR THE WHOLE YEAR. By the way, our property manager was changed last week , So, she told me to send her all those issues as she’ll try and fix them , so i sent her and she didn’t respond for almost a week , so I called her and she was like “ I don’t use my whatsapp alot”?! She promised that all of this would be sorted out, which didn’t happen. And we agreed that she would come to inspect on Thursday, she came on Wednesday without informing us! They just keep making promises and never do anything, Plus they are the worst to reach. Here are the pictures , there are more of course.

Negative experience: AVOID AVOID AVOID!! SCAMMERS!! Long story short I know of someone who has been battling sandstone to get their deposit back. After 5 MONTHS of attempting to get through to them they finally gave her a response. They decided after 5 months that they had everything together and said they have £600 in deductions from a £905 deposit. Having seen the evidence and the property myself, as this was my friend who I visited on the last day before she moved out. They have claimed multiple in-accurate charges. If you have a look online about this company you can see they’re very profit driven and aim to target students as it’s recession proof. When you’re scammers everything is recession proof! They also are very proud of their 28% returns every year. I am not surprised their returns are so high when they SCAM STUDENTS. Disgusting company and Peter Grant should be ashamed of himself for owning such a company that treats people this way. If it was up to me, I’d have these guys in court. The property itself when she first moved in it also had a broken fire hose, a broken oven and a broken bathroom door lock. The back of the house in the garden had a bin full of glass. Clearly the property hasn’t been maintained by them and they pass all the maintenance fees onto their tenants. They are trying to pass these charges onto my friend for the issues stated above. She took photos of the property when she first moved in and I’m urging her to take this to court! AVOID AND STAY AWAY. SCAMMERS. YOUD THINK PEOPLE WOULD HAVE REMORSE FOR STUDENTS. WE ARE STRUGGLING ENOUGH AS IT IS. I REPEAT AGAIN!!! AVOID!!!

Negative experience: Their repair reporting procedure is abhorrent. Our boiler wasn't working, and we contacted them to get a repair. It took then 14 days to fix during this time our flat was at 10 degrees. Their support was given through slow replies with them taking sometimes days to respond. And when they do, asking thing such as "have you tried turning it off and on again" and "Did you manage to get it working?". Then 6 days after we contacted them they agreed to send a technician, which finally turned up 14 DAYS after our initial report. During this time they had made no attempt to provide any alternative heating solutions, never apologised for renting a flat to us with a broken combi-boiler, or ever tried to compensate us in any way.

Negative experience: I currently live in a house of four girls(!!!) with only one toilet which hasn’t been flushing properly for five days now. This happened a couple of weeks ago and they left us for three days with a toilet that wouldn’t flush without blocking up before they sent someone. We’ve reported it and called numerous people and they still have not sent anyone out to help us even though we were told someone would be with us four days ago. It’s not very fair when we pay the amount we do to live there and we are having to go elsewhere during the day just so we have a toilet that actually works instead of using ours incase it blocks too much.

Negative experience: My experience with this agent has undoubtedly been the most unsatisfactory I've ever encountered. They have even changed their name multiple times, seemingly in an attempt to attract unsuspecting customers. Their team and services have been consistently subpar. To my dismay, they offered no assistance or support, failed to respond to emails, and neglected to answer phone calls. It was only when we ceased the direct debit that they agreed to communicate with us, albeit reluctantly. Furthermore, the team's behavior was quite distressing, as they unreasonably deducted a substantial £546 from our deposit upon check-out. This decision was made despite having the property thoroughly cleaned and verified by a reputable deep cleaning company, Angela Wales, located on Queen Street. Their refusal to engage with us directly and the arbitrary selection of a representative, who happened to be underage, created an additional layer of complexity. As the lead tenant, I found myself unable to liaise with SafeDeposit Scotland to contest the deposit deduction. Dealing with them has indeed been a nightmarish experience, and I strongly advise against engaging in any business dealings with this entity. Please exercise extreme caution and avoid them at all costs.

Negative experience: Absolutly awful experience, left four students in a mold infested flat and refused to decrease rent regardless of the inexplicable living conditions. A shameful company and one I would never ever recommend. We were constantly ignored or told that it was our responsibility to sort the mold amongst other countless issues that were disregarded. We could never get incontact with someone as we were always told they were on anual leave.The only sollution has been to move out of the current flat and rent with southside which have already been so much more helpful. I would strongly advise AGAINST renting through sandstone and I will make sure that message is spread.

Negative experience: Honestly the worst ever company ever I literally meant that with my whole heart and soul. Didn’t answer a single call during our tenancy then charged us over £1500 after for things such as “stains on the basement floor” just for context - this was the basement that had overflowed during the rain period and had mould growing down there which gave us chest infections. I will honestly save all of you and say DO NOT use this company . “Ali” the property manager and the rest of his team are honestly bad people . Very bad company if not the worst I’ve ever come across

Fantastic experience: I have rented through Sandstone for 2 and a half years. They are an excellent company who were always able to assist with any queries. I am sad to leave the flat I rented but its been a pleasure to deal with them, specifically Lesley. Thanks again.

Negative experience: Since moving into our Nottingham property 3 weeks ago we have heard absolutely nothing from our landlord/sandstone or grant property and they have been absolutely awful. We have tried numerous times to contact them and raise serious issues we have experienced with our property (unsafe fencing outside, stains, damp, completely broken dishwasher and tap and faulty kitchen floor with gaps allowing slugs in) yet have been repeatedly ignored. We arranged with sandstone for someone to fix these issues yesterday but no one turned up. If it was possible I would give them 0 stars.

Fantastic experience: Natalie was a tremendous help when fixing issues that were raised to her during my time living at a property in which she was the letting agent of. She was very knowledgeable and done her best to accommodate us. Thank you Natalie.

Negative experience: Do not rent, they are money grabbers!!!!!! Poor poor service!!!!!! I am writing to express my deep dissatisfaction with the services I have received from your company. My experience has been far from satisfactory, and I feel compelled to share my concerns. First and foremost, the only time I seemed to hear from your company was when it was time to collect payments. This lack of proactive communication was quite frustrating. It left me with the impression that your company was solely interested in financial transactions and not in providing a quality service. Furthermore, I encountered a significant issue when I requested a repair for the property's boiler. Your technicians were unable to fix it properly and wanted to charge me £100 for nothing. This kind of behavior is not only unprofessional but also unethical. It left me feeling taken advantage of as a customer. Additionally, your customer service has been subpar. There have been instances where I called and sent emails seeking assistance, but I received no response whatsoever. This lack of responsiveness is highly disappointing and reflects poorly on your company's commitment to customer satisfaction. my experience with your company has been disappointing, and I believe improvements are necessary in several areas, including communication, professionalism, and customer service. I hope that you take this feedback seriously and work towards providing a better experience for your customers in the future. Last but not least, after several months I still have not received my deposit!!!!!

Fantastic experience: Just leased a property for my student daughter. Very thorough process. Lovely flat. Easy to communicate with. Minor issues sorted out fast. Good correspondence. Staff helpful.

Negative experience: The WORST company I have ever experienced! BEWARE PEOPLE! They do not know how to communicate at all and completely ignore their tenants. When we moved in we had no gas or electricity for a month and still had to pay rent. They don’t respond to any calls or emails and don’t even expect your deposit back as they pretend you don’t exist. After being ignored for over 3 months we have managed to get our full deposit back through TDS directly as you stand no chance through sandstone. AVOID

Negative experience: I have been trying to contact sandstone property ppl but there is literally no response when it was time to book the house they were behind me and now when it’s time to return the deposit they are not even responding to the emails. Please don’t book house with these agents you will be trapped and they will put u in joint contract even after finding ppl by themselves and then tell the other tenants to pay for the person who left. Pleas Don’t fall under their scam . I didn’t check their reviews and got fooled .

Negative experience: Had the worst experience with Sandstone. I was looking for a student flat with three friends and we initially found a flat and went to pick up the keys, only to be told that we could no longer have the flat due to issues with the HMO licence. ON THE DAY WE WERE SUPPOSED TO PICK UP THE KEYS! This was a complete failure on their part, I have no idea how nobody noticed this issue sooner. We were dealt with by Gonca and Ellen, both of whom seem to have absolutely no clue how to do their job. We eventually found a second flat and we asked for a physical viewing because we were, quite understandably, skeptical of moving forward with just a virtual viewing. We had a viewing scheduled only to be told that the flat had been secured by another group right before our scheduled viewing. However, after complaining about how terrible our experience had been so far, they told us nothing was final, and the other group appeared to drop out and we were offered the flat and we have now moved in. But, of course, with such a useless company, the problems don't end there! I have attempted to contact my property manager Natalie, having emailed initially 20 days ago with two follow ups since, and it has been absolute radio silence. The only positive experience I have had is with Mark Fullerton, who seems to be the only person employed at Sandstone who seems to actually do their job. Mark was helping us with issues with our flat while Natalie was on holiday, and he has helped me while Natalie has been completely ignoring her responsibilities and my emails. Terrible company, and to Mark: this company doesn't deserve you.

Negative experience: Worst letting agencies I have ever had to deal with. We have had many inquiries as Uni students, that were hardly ever answered and if so they were answered months and months after. Now we have left and have waited over a month for a response about when we will be receiving our deposit back. After emailing and messaging multiple people still no response. No one response and no one gets back to you. Would not recommend to my worst enemy. Wish I could give no stars but…

Negative experience: Initial impression of Sandstone was fairly negative, with fairly poor communication which resulted in us not being able to move in until a few days after we had started paying. Hopefully for future renters their front end staff has improved and are easier to get ahold and actually reply. Initially our property manager was fairly unresponsive, got given 1 key for a 5 room house and didn't respond to messages or calls if we had issues. However ever since Ellie become our property manager she has been good, responsive and constantly chasing things up to get works done and checking to make sure stuff has been resolved fully. Hopefully some of the other staff can put as much effort in as Ellie moving forward

Positive experience: I’m a tenant for Sandstone, Nottingham and I must say the customer service is extremely poor. My flat mate and I have been calling the office for close to a week now and there’s been not a single answer, our contact person too has not picked any of our calls or even responded to our messages. We can’t find our meter key and are trying to get one person to give us some sort of information relating to this and after almost a week, nothing, no call backs after voicemails and I must say this is really bad.

Negative experience: Was supposed to move in on the 16th August - but was informed 2 days before (14th) I was to fly over to move in we were told that they’d found a leak in the kitchen ceiling causing it to cave in. After being told that it wouldn’t be long or that’s we’d be in there by the 1st September. I’m still homeless and now broke still with no update on the house as the property manager Ali Hussain is down right horrible with communication with us tenets who have already been made pay a month and a half worth or rent and are still being forced to pay for utilities we haven’t gotten to use and can’t get refunded for has the company need a new lease with a new move in date

Negative experience: Shockingly poor service from this company. Allow me to recite the catelogue of failures I experienced from this company. Day one of moving in the bathroom leaked water into the living room and damaged electronics. This was repaired relatively quickly (about a week) but was still pretty poor, especially considering that the house was newly renovated In the first month of living there the door handles of two doors came out of the doors (just through general use, no excessive distress on them) and these took 3 months to repair, despite their promise to make repairs within one month. We also had a drain blockage that lead to the garden being flooded with sewage water (which smelled as good as you can imagine) this also wasn't addressed for at least 2 months. We had the boiler break down during winter, and not repaired for a month, they claim to make urgent repairs within a week. We had a bedroom which was letting rainwater seep into the walls causing black mould which was a hazard to health, this was never addressed the entire time I lived there. We asked for compensation for these issues, they offered £80 to me (not to any of my housemates) then when I asked them to give the same to my housemates, the property manager said they'd take it up to the relevant team and suddenly I was never able to get in contact with her again for the 5 months since, despite emails and at least a dozen attempted phone calls. This was all on top of an exorbitant rent for the very small house in question. I can confidently say that sandstone are the worst letting agency I've dealt with since moving out of my parent's house. If you can avoid them by any means, do.

Negative experience: Scammers. Rented a flat from them in Bristol. The flat had mould problems which effected my health. There was also damage when we moved in which they are blaming us for and have removed alot of money off of both our deposits, including for oven cleaning which we were specifically told in person we didn't need to do. We are going to have to take them to small claims court because they are totally ignoring any emails. DO NOT RENT WITH THESE PEOPLE

Fantastic experience: Great company, good housing and fast repairs. Forgot some inportant items at my house and an agent called Ellie made sure over multiple months that I got them back. Would give 6 stars if possible.

Negative experience: Absolutely poor communication. Upon arrival first surprise was that the flat was completely different from the pictures. Then the next day an alarm went off and I could not get hold of anyone and then when I finally got hold of a Sandstone worker they gave me multiple pin codes for the alarm that were not working.. After paying a huge deposit of 1400 pounds and cleaning the property upon check out when moving out. We received back Only 550 pounds with reports absolutely inflating any damage and not even stating costs of the damages + wrong numbers of bedrooms. On top of that the communication through email was so poor, we sent multiple emails without answers or with irrelevant info not answering what we asked for, like an automated email reply I guess. So we moved to safe deposits for the solution which has been alright. Our experience with sandstone/grantproperty has been so dissapointing. Super overprized cheaply done properties - we got deducted money from our deposit because of a wall paper that has not been done/glued properly which is ridiculous. Poor communication, poor service and overpriced properties + taking advantage of your deposit, basically once you pay dont even expect it back. It has been almost a year since we moved out and because of all the dealings with Safe deposits we are just now about to receive it. Very happy not to be living with them anymore.

Negative experience: Took weeks to respond to us about our deposit and are now trying to charge us for things that we should not be charged for. After sending them the evidence as to why we should not be charged they have completely ignored us and are yet to respond despite messaging and ringing several times. We would like our deposit back asap or we will have to take legal action.

Negative experience: Overall I think it is awful how we have been treated since we moved in on Friday, we have been left without any electricity which means no gas either. Our property manager Ali Hussain is a very rude man which completely shocked us as when we first spoke to him on phone he seemed nice enough. He ignored our numerous texts and calls and even when we get through to reception, although the woman was lovely, it seemed we still had absolutely no update on our situation. From reading into it, the property is actually deemed uninhabitable in eyes of the law to leave tenants without any electricity or gas and that it is a landlord’s responsibility. We have reached out for help numerous time and been completely disregarded. We have paid rent to live in this house for the past 5 days!!! It is also beyond disappointing that when we rang receptionist she blatantly said that our property manager Ali is “unpredictable” - how can staff that are so rude be even taken on to a company. Especially when we had such lovely staff at first such as Matthew and Lorraine. We want compensation at least for our troubles over the past 5 days (and still ongoing!); it’s despicable how we have been ignored and that the only people who seem to want to help are UniHomes who are aware of how our whole letting agency, landlord and property manager are completely ignoring us. UniHomes have been great but this does not mean that the landlord should not be held responsible, when we moved in there should have been a functional electricity system. Please sort this situation out as this is beyond a joke having 5 days without electricity and gas with no to minimal communication from the entire company. Even the gas was in arrears from a previous tenant something that should have been sorted on arrival and we still have had no pay back from paying that off. Angry does not even begin to describe how we feel. If could would give 0 stars!!!

Negative experience: AVOID IF AT ALL POSSIBLE. Absolutely shocking organisation. They manage a property shared with mine and others in the stairwell. The owner has been due an outstanding bill for communal repairs since early 2023. Sandstone contacted us to inform us this would be paid on June 20th after we managed to get in touch with them. This didn’t materialise, they then said end of the month, this also never happened. Then they said they’d follow it up with finance, no money was transferred and no follow up emails. I contacted the agent via email, no response, i then contacted both agents listed on the previous negative google reviews for follow ups, no response from any of them. Meanwhile myself and the other owners are out of pocket having paid the sandstone properties shares up front for works essential to the buildings structural stability (repairs to roof which was leaking a significant amount of water, amongst other works). Sandstone are unprofessional and cannot be taken at their word and will avoid contact as much as is possible. Not to be trusted. If sandstone actually intend to respond to this please explain why we have been given dates for payment twice both of which have been untrue, and also why so many staff members have avoided responding to emails about a sum of money, leaving other residents and owners out of pocket that is significantly overdue.

Negative experience: Bad experience every Their communication and management is not clear Some booked for Virtual View and confirmed everything. And all on sudden they said the property has gone. How does it work? If you give appointments to view people then you should let view first all, otherwise why you giving appointment for viewing. Just said “they found suitable tannent” means without knowing others how you know, others not suitable. My question is “if you give appointments to others, you should wait until visit, then you choose someone” Poor management

Positive experience: Dealt with lovely people, namely Gonca and Lorraine, who explained the process clearly to us and patiently answered our many questions! There was unfortunately a lot of inefficiency with other members of staff in arranging a viewing and were ignored completely in some instances. However they offer online viewings which is great for my situation where neither of the tenants can get to Glasgow easily.

Fantastic experience: I am very pleased with their responses to situations and their customer service is Amazing. I would like to appreciate Matthew and his team for easy transition when changing our apartment, their timely responses to our concerns is fast and positive always . I have recommended sandstone to colleagues and they were pleased with their services. Thank you

Fantastic experience: Ellie Hamson was a delight to work with from the Nottingham branch! She answered mine and my housemates’ queries directly and honestly, and kept us up to date on issues regarding the property. She also chased various things up for us and got them fixed efficiently.

Fantastic experience: A very smooth and practically hands-off experience making it a first class choice for your property investments from arranging financing right through to occupancy, all in a timely and efficient manner. Thanks to Steven, Craig, Robyn and the team.

Fantastic experience: Fantastic service delivery and support by Sandstone UK Property Management team. Robyn and Lorraine have been so wonderful with supporting, during my setup process. My virtual viewing was not deceitful (pictures and videos were as uploaded). Friends and I are also pleased with the property selection

Fantastic experience: Having applied to view a property that just went off the market, Lorraine decided that she would still have a meeting with us and find us a flat, no matter what. After finding one that suited our needs, her and Gonca helped us secured the flat smoothly and successfully. The whole process was very well done and smooth, and I know that we are all grateful to Lorraine and Gonca for helping it be this way. Thank you for everything!

Fantastic experience: Excellent service from start to finish. We asked for a really quick turnaround from the viewing to getting the keys and both Gonca and Lorraine were great! Very helpful and responsive. Would highly recommend.

Positive experience: Stayed in a flat from Grant / Sandstone in Edinburgh for 3 years while at Uni. Even despite a few flaws with the place, me and my flatmates loved staying there. Was at a great price too, especially considering how central it was. If we did ever need to get in contact about an issue or a question it was simple enough, no complaints. Going to miss that flat. We had a great time, thank you!

Positive experience: I rented a house with sandstone and its not bad but its not the best. I wouldve give it 2 star. After we move, the old manager promised me a dining table (never comes), my first 3 months the stove didnt work and after a few months it doesnt work again and the manager ghosted us many times. We cantacted Manni Sohal but she didnt reply most of the times during our complaint. We couldnt cook normally for around 6 months of our stay(out of 1 year). However thanks to Ellie Hamson it was solved 2 days after she finally get the gist of whats happening around our home. I want to give a huge credit fo her and give it 4 stars instead. Big thanks to her. Shes an angel. Bless her.

Fantastic experience: I have found the process of letting a flat as a student in Edinburgh to be a difficult one. Many agencies dismiss applications from students immediately, however, my experience with the Sandstone team has been a brilliant one. Particularly Matthew and Craig, who have communicated with me through the whole process and made the experience as easy as possible. They ensured I have everything I need to move into my flat. Thank you!

Fantastic experience: Julie and Ellen were absolutely fantastic with helping us to get set up with our flat. Any questions we had they answered them. I would definitely recommend Sandstone to anyone looking to rent a flat.

Negative experience: Would give 0 if I could, avoid at all costs! Took advantage of the fact we're students and made us pay a holding deposit which we later found out is illegal. Estate agents did not apologise and took 6 days to return money. Further estate agents continue to message wrong numbers and not leave you alone. Avoid avoid avoid !

Positive experience: Sandstone have been excellent in arranging our move to a rental property in Dundee. As students, it was our first experience with the rental market and they were very communicative, prompt and helpful.

Fantastic experience: Matthew has been very helpful throughout our time of finding a flat. Matthew kept us up to date with what is required and always ensured that we were up to date with documents etc, making renting our first flat a very easy process!

Positive experience: Sandstone UK have managed my flat in Glasgow since I bought it in 2006. In general I have been pleased with the service I have received though if I had one niggle it would be that my point of contact has changed more times than I can remember! I have been particularly impressed with the help I received recently in selling my property - I cannot fault that process at all.

Fantastic experience: Matthew Brien and Craig Lyons were very friendly and extremely helpful! They made the whole renting process go smoothly. Despite little inconveniences that we came across, they were very professional and understanding providing solutions to the matter which we are very grateful for!!! Highly recommend them :)

Negative experience: If I could give them a 0 I would. As a flat filled with students, not only did we have to deal with our workload and managing all our assignments, but we had to deal with not having heat for majority of December, all of January, and still don't have heat in February. No matter how often I contacted them, no one was eager to help which negatively affected my workload and mental health. Grant/sandstone completely took advantage of us and took over a month to fix our boiler, but still the heat does not work. In addition its been almost 10 months of me trying to get my money back from this agency. Avoid at all cost!

Fantastic experience: I can’t recommend Lauren or the team at Sandstone highly enough. Having been through the end-to-end process of purchasing, management and selling of a small portfolio of properties over the past 6 or so years, I’ve found them to be nothing but proactive and helpful at every stage. I work with a number of management companies across the UK and abroad and Sandstone stand out positively in comparison to most. The level of service and knowledge they offer in an asset-class that’s ever-changing is reassuring, comforting and - most importantly - excellent value in comparison to cost. Big thanks once again to Lauren and everyone and I look forward to our paths crossing again in the future.

Negative experience: rented a flat in Salford and when we moved in the property was unclean and mouldy. None of the outside area had been looked after with everything overgrown. Was told before we moved in that everything would be sorted but it looked like it had got worse. Unresponsive to any issues throughout the tenancy and when it came to giving us our deposit back it looks like everyone had left the company, no phone lines active and received emails from almost everyone saying they no longer work there anymore. Once we’d managed to get in contact with someone they tried overcharging us for a cleaning fee and in the report tried using photos from another persons tenancy! We got all of our deposit back 4 months later thanks to TDS, thankfully we took a lot of photos of the state of the flat the day we moved in. They’ve changed their name from grant properties to sandstone to avoid their bad reputation, I would never recommend!

Negative experience: Please do not make the same mistake as me and take the negative reviews here very seriously. I made a terrible mistake of committing to a long term lease as I thought I was getting a deal by staying in a “freshly renovated” flat. Issues started from day one, we moved into a flat to soon find out that the gas meter was missing resulting in no heating or hot water. We were advised to boil the kettle for all of our hot water needs as a temporary solution however we did not expect this to last 5 weeks. Shortly after, a severe leakage took place from the flat above also belonging to sandstone. It has now been over 12 weeks and the ceiling and walls of our flat are all covered in cracks, holes and mould as nobody from the agency feels accountable for the damages. There is absolutely zero contact with the staff working at sandstone. Please spare yourself the stress and anxiety, its really not worth it.

Negative experience: DO NOT RENT FROM THIS COMPANY! Grant property/ Sandstone whatever they call themselves now. We rented in Nottingham, avoid if you can. They are quick to take your deposit and get your contract sorted and then everything goes wrong… It started with them not proving us with keys at check in, then numerous issues at the flat that weren’t repaired and then on check out they didn’t communicate with us whatsoever. I had to go through TDS to get my deposit back, they were also unresponsive to TDS (we left in September and didn’t get the deposit back until December, but only with the help of TDS!). Property managers were James & Manni both equally as useless. If you need something fixing don’t report it on their stupid online system- RING THEM. The flat was in an old Nottingham townhouse and it was poorly kept. Draughty, damp, cold, mouldy… Overall avoid avoid avoid!!!

Fantastic experience: Sandstone has a really good team to help every customer right from the first step of day-1 till u get the property. They also help after the property is attained. Matthew Brien was very kind and guided the whole process and patiently cleared all the doubts. Lorraine Banford help in viewing the property and locking it. Both of them were available at any time messaged, which would make any customer feel good. Thank you Matthew, Lorraine and Sandstone!

Negative experience: 232 Hubert rd Edgbaston. Don’t be fooled by this agency. Terrible service, they took a £100 deposit and delayed applications, kept postponing the move in date and made it so difficult for us to move in. I asked for a refund and they refused even though they had delayed and postponed for over two weeks. I honestly feel like they scammed me and will do it to other people especially students. I payed the deposit on the 31st of October being told on my online viewing that they were moving in everyone realistically got the 4th, what a joke. I spent the whole month without moving in. They didn’t tell us we had a joint lease, they advertised it as if you pay for your room and later on found out the lease is joint and they refuse to move in anyone into the house unless the tenants are enough to fill the rooms even though the bills would all be on the tenants. So many excuses and no progress, they’ll frustrate you enough for you to pull out and make money off of all the deposits.

Fantastic experience: The team at Sandstone, Lorna Lawrie in particular, have been helping to resolve a number of small niggles/problems at the flat we rent from them. Lorna was quick to take ownership, get a plan in place to have matter resolved, kept us well informed on the progress and Sandstone were pragmatic and very reasonable on the overall agreement. Thank you Lorna. You have been great !!

Negative experience: Shocking at dealing with noisy tenants and following up on communal repairs needed to flats. They have stopped even responding to emails from other owners/agents despite serious ongoing security and maintenance issues and won't share owner details as required so the maintenance can get done and their share paid. Just happy to collect their money without doing half of their job.

Negative experience: Lived/existed in one of their properties for around five years. Atrocious. They represent investment firms as well as individuals, making communication with the property owner relatively impossible. Left us without a fridge for a fortnight, left us without a washing machine for over a month only to replace it with the cheapest option on the market, continually attempted (and succeeded a handful of times) to raise our rent with pathetic justifications, such as gifting us broken furniture, citing new evaluations or telling us that we should be thankful they weren't raising it as much as the rent of their other properties because we'd been such great tenants. Refused to replace rotten window frames under the pretense of the building's history, despite multiple contractors stating otherwise and temperatures plummeting in the winter months. During heavy rain, water would pour in through a crack in the wall of one of the bedrooms, when asked for assistance, they requested pictures as evidence of the leak, sent them a bunch, only to be completely ignored. In the unthinkable event that you have to try and communicate with them, try carrier pigeon, or note in bottle, or crop circle, as the member of staff they allocate to represent your property will likely dissapear like DB Cooper, along with all of your email communications, in a handful of days. The best bit about using these guys was moving out, although even then, they made the process of claiming back our deposit unfathomably difficult. Avoid them like the plague. In fact no, they make the plague seem like an alright guy.

Negative experience: Terrible company avoid at all costs. Don't deal with complaints about there tenants. Or complaints from tenants. Been trying to resolve various issues for 4 years without any progress. Nothing would surprise me when it comes to the depths this company would stoop to avoid any action to help the people they supposedly serve or the neighbours effected by there negligence.

Fantastic experience: I am currently having an excellent experience with Sandstone UK Property Management Team, notably with Mr. Craig Lynch. He's been providing me with kind and efficient assistance throughout the process of moving in to the flat. He is also concerned to quickly solve any issues or problems that may arise within the flat. He is very proactive and efficient! During the searching for a flat in Dundee, I had a great support from Ellen Dunne and Hannah Gilmour, of Sandstone UK team. They both were very thoughtful and efficient and clarified all my enquiries during the whole process! I highly recommend them for all those in need of assistance for finding and renting a flat in Dundee/UK.

Negative experience: Avoid if you are a student. Incompetent Property Managers - although our tenancy was supposed to start August 8th, we didn’t receive any news about a key collection until 2 weeks after and did not get any refund or apology. Reported issues using the portal and by phone multiple times but instead my number was blocked, now left living in a dark house where the lights don’t work. Clearly don’t think very much of their tenants and are only interested in protecting the landlord.

Positive experience: Jak has been great as a property manager making our renting experience as smooth as possible. We had a few problems with the flat but he was quick to resolve them with minimal hassle. He has been easy to contact, always willing to help and ensures jobs are carried out correctly. Hopefully this top service continues!

Negative experience: Terrible experience! After we submitted all our applications and signed the contract, we were suddenly informed our move in date was delayed by one month! We have paid the deposit and rent for one month. The delay was so terrible that we even didn’t received any official email from the company. We are student and our courses started in the end of September and it’s horrible for this long time delay! They even did not provide an excuse and a sincere apology. Also we tried to contact them in any ways but we failed. No answers at all. So terrible.

Fantastic experience: Great experience working with Helena, Scarlett and Jonny to secure another property. They handled most of the administrative process on my behalf providing advice and guidance along the way. All in all, a painless experience in comparison to what it would have been doing it by myself. Highly recommend utilising Sandstone’s VIP service.

Fantastic experience: I have been using Sandstone to manage our property for three years and they consistently deliver a 5 star service. Everyone I have come in to contact with is friendly, helpful, responsive and efficient. We recently had the Sandstone team put in a new kitchen at the property and they did a great job, going above and beyond to ensure we were delighted with the end result. They completed the work in good time, kept me up to date and at a good price. Having spoken with our tenants they are also very happy with the service from Sandstone. They used the portal for any maintenance requests and these have always been dealt with promptly. I would thoroughly recommend Sandstone for all aspects of its property management.

Negative experience: My daughter and her flatmates have had nothing but problems with Sandstone/Grant/whatever they’ll be next. Sandstone did not ask for important information until the last minute and then claimed that forms had not been completed properly - they had been. They have been almost impossible to contact by phone; one of the flatmates has had to go into the Stirling office just to speak to someone. All the paperwork etc is complete yet they still say it is not and refuse to hand over the keys. This girl will be homeless 2 days!! This is a terrible company but they are the letting agent for so many student properties in Stirling that it is impossible not to use them. This is the second flat the girls have rented and had problems first time as well. They are genuinely awful. Avoid if at all possible

Negative experience: AVOID. After my bedroom was flooded with water damage and all my bedding ruined, they didn't repair the damaged ceiling for over 6 months despite mould and repeated emails expressing concern as to whether my room was safe to live in. They also claimed about 100 pounds of our deposit for 2 (two) toaster crumbs on the worktop. Poor communication all-round and almost impossible to get ahold of. Have since also just withdrawn almost 600 pounds in rent money from a friend's bank account without their consent. They don't even live at the property, never signed a tenancy agreement for it, and haven't rented with them since 2021. Sandstone/Grant Property are now "having issues" returning it. Have a bad reputation for a reason. Rent elsewhere.

Fantastic experience: Anna and Nadine have delivered outstanding service in helping us set up a property portfolio. They have an excellent market knowledge and are very proactive in managing the entire process from buying and financing through to letting and management.

Fantastic experience: A truly positive experience with Sandstone. They took care of everything for me, and provided a full 360 service when it came to finding the right property, investing and all of the necessary legalities that come with it. I would highly recommended Sandstone to any prospective investor. Special thanks to Nadine who made sure I was well-informed and perfectly guided / taken care of, along every step of the way!

Negative experience: Awful, could not have a worst experience. We lived in a property managed by sandstone for one year and it was like being in a constant fight. They would never reply to our emails and try to find any possible way to avoid doing what needed to be done. At the beginning of our tenancy half of the forniture were damaged and we had to ask a lawyer to write an email for us in order to get them replaced, as the letting agency would ignore all our requests. This sort of behavior kept going for the entire year, until we checked out and, of course, they also charged us several hundreds of pounds for "cleaning fees". We sent several emails to try get an explanation and never even heard back. Simply terrible and unprofessional. Their prices are also among the highest on the market.

Fantastic experience: I have been a client of Grant Property Group for about 15 years and have always enjoyed first class service. Personnel are always accessible and responsive to any queries. I have no hesitation in recommending Grant / Sandstone to any prospective investor.

Positive experience: My experience with Sandstone was great thanks to Lorraine! She was always available and approachable. She was so easy to get in contact with and was always there and eager to help with any questions or queries I had! My experience wouldn't have been the same without her as she would get things done quickly and effectively!

Negative experience: Absolutely incompetent. Near impossible to contact, moved from person to person. Upon moving out they tried to deduct a charge relating to the previous occupant and a necessary repair callout from my deposit, they claimed they couldn't change the repayment proposal with SafeDepositScotland because, again, people in the office supposedly responsible for that aren't there. Plenty of time to change things but they refused / didn't respond. Unnecessarily had to go through the arbitration process to get my full deposit back, almost 4 months, and there's no penalty for them to put people through that, acting in poor faith. Fortunately I could wait for my full deposit, but I know many people can't and would be forced to take the false proposal forced on them by Sandstone/Grant. Good luck changing names to avoid an awful reputation. Additionally, after I left they raised the rent by over 20%, and the property listing (which goes live often since they can't seem to keep a tenant) continues to contain false information about appliances and utilities/energy (important info in the current economic climate), and uses very aged photos. Please do your best to avoid this company.

Negative experience: Avoid it, Sandstone charges us for 200 pounds when we moved out, we just lived there fore 7 months. 100 pounds for cleaning which we have cleaned it completely before we moved out. No move-in document nor move-out document provided and they blamed you for ripping the cushion which is inverted (upside down) from the sofa and charged us for 100 pounds. AVOID SANDSTONE/GRANT, they are not communicative, no-reply and attitude is bad.

Negative experience: They are total FRAUDS. They took holding fees and deposit from us and promised a refund incase we cannot go agead with the property before signing any agreement. Now, they donot pick our calls or replu to any emails. They Havent refunded a single penny or given any update to us, its been over a month now. Exploitation at its best at the hands of sandstone UK

Negative experience: Firstly, I would give this 0 stars if I could. Avoid at all costs. Super helpful when you want to get a property but not so much when you can't go through with one. WHEN A PERSON PAYS MONEY TO TAKE SOMETHING OFF THE MARKET AND THEN DOES NOT END UP RENTING THE FLAT, THEY ARE ENTITLED TO ALL OF IT BACK BECAUSE IN SCOTLAND, IT'S ILLEGAL TO KEEP THIS. 5th May - I had an online viewing with Lorraine about a flat in Glasgow. I paid £200 to secure the flat and take it off the market. Totally happy doing this and I knew it would be taken off the first rent as it's illegal in Scotland to take fees like this unless it contributes to rent or deposit somehow. 16th May - The person I was going to be sharing with sent and email to Amie Philips, the property manager, saying that we could not go through with the flat due to some problem my flatmate had, but we did ask her before hand what would happen with the money and on 12th May, Amie stated that all fund would be refunded. 27th May - The property is back on the market and we still haven't been refunded. Nor have we been contacted by any member of the accounts team about a refund. 1st June - I contact Lorraine again and ask about this, and she said she would look into it. I gave my bank details to get the money sent over - I really thought it would happen. 13th June - I call Sandstone Property Management and Stephanie(?) picked up and I told her what my problem was and she said the FC was busy so I would get a call back *within the hour*. No call back. 14th June - I call again just in case they forgot. Stephanie(?) picked up the phone again, and said she would check. I'm on hold, then I get put through to voicemail. So I call again, and again, and again, and each of those times it just rang and kept on ringing. I wait 30 minutes then I called again, and then I pressed 0* and it rang once then went dead. And another 3 times.

Negative experience: AVOID SANDSTONE/GRANT AT ALL COSTS. What George said was correct absolutely terrible response from the guys that work there and the whole company. they are either away on “annual leave” or don’t respond my experience has been the same. Maintenance repairs and other serious incidents are never really logged they only really contact you when it’s about the money. And expect you to sort things out between the other tenants. Rachel is slightly helpful but same issue automated telephone line doesn’t connect you to anything and you have to email random people to ensure your issue is resolved. They don’t care about you or your well-being and the rent is overpriced find somewhere better on Spareroom or something else. Furthermore if you’d like to replace yourself they may tell you it’s not part of your agreement and spaces are full that month so you can’t do it. Your best bet is spareroom or airbnb etc

Negative experience: If you are a student (or anyone for that matter) avoid this company at all costs. Never have I had the displeasure of dealing with such an incompetent housing agency. Only 1 person, Rachel, has been helpful the whole time I've been living in this property. Everyone else has done borderline nothing since moving. The only way things have been done is after me trying to contact them for days on end. Communication is extremely poor. Unless it comes to money. How scummy. The minute it comes down to payments they will make contact instantly, even though I always pay my rent on time. I lived in this place out of a suitcase for 4 months because they flat-out didn't want to do anything about the mould that was in my bedroom. The pillows on the sofa were also mouldy, the house was disgusting moving in. It took the combined effort of 3 people to clean this place to a habitable level. Even though I was told that cleaners had come to the property before we moved in. A completely blatant lie. Or very poor cleaners. Furthermore, the were gunky, rusty old over trays above the washing machine. Absolutely disgusting. The back, outdoors area of the house was a tip, the outside drain was clogged, poor ventilation. I could go on for ages. The decided to contact me about an emergency call I made regarding the mould (as it is illegal to have something classified as a biohazard in the property) telling me that I need to pay £62 for the call as it was deemed "non urgent". While that may be fair enough, that phone call was made in November of 2021, and I was contacted in February of 2022. I didn't get this problem sorted until December of 2021. So not only did it take them over 3 months to help me with this issue, they also decide to contact me 3 months after I made the call regarding a ridiculous fee. Sandstone, or Grant Property, you are wholeheartedly pathetic. You take advantage of students such as myself and exploit us in order to make the most out of us. So once more, do not rent from these clowns if you you value your money and sanity.