Avoid at all costs
When we viewed the flat, Nick told us the main window, which was completely shattered, would be repaired before we moved in. Once we moved in and asked about it, the agency suddenly claimed there was “no record” of that promise and refused to fix it.
Our letting manager Kevin was one of the most dismissive and unprofessional people we’ve ever dealt with. Emails were ignored, calls were avoided, and he made it very clear he had zero interest in helping tenants — despite us paying nearly £30,000 a year in rent. Instead of solving problems, he simply sided with the landlord every time.
Repairs were routinely ignored and communication was terrible. Dealing with this agency felt like constantly hitting a wall.
They also left broken items and random things like old duvets in the flat and tell you that you’re not allowed to remove them. If you do get rid of them, they’ll try to charge you for it later, which makes the whole place feel less like your home and more like a storage unit you’re paying for but have no control over.
The worst part was the DEPOSIT, which honestly feels like a money-making scheme. They tried to charge ridiculous amounts for basic items — £5 for a lightbulb or £18 for a spatula that had clearly been used for years before we even moved in. It felt completely made up, and I genuinely wouldn’t be surprised if they simply pocket these outrageous charges.
Do not let them pressure you into paying. Go through the deposit scheme adjudication. The moment they actually had to prove their claims instead of bullying us into paying, their position quickly fell apart.
Even after agreeing on the amount, it still took weeks of chasing emails to get our deposit returned.
Without question the worst letting agency experience I’ve ever had. If you’re considering renting through Metro Village, take this as a serious warning.