Key One Property Reviews 

Rude and terrible customer service.

I applied for one of their rental properties, and I received an email from Key One Properties stating that I had not read the information correctly so they could not continue with my application- fair enough. I responded with a polite email asked the company which information I had not read, since I was very fond of the property. A few minutes go by and I receive an email with one sentence on it, “Read the information” and that was it.

Horrible experience, no pleasantries, would not recommend their service to anyone.

I am a landlord and have used Key One Properties to let, manage and sell for me. They have provided an excellent service and I can highly recommend them. They are considerably cheaper than many other agents too.

I had to leave a review after being given such exceptional service and care during the most difficult time of my life. I can only thank the ladies involved who made sure my never ending list of requirements were taken care of. Content and happy now, thank you again.

****UPDATED 1/11/23****
Key one have replied and asked where my address is on this post.. let's all let that sink in. Nobody in their right mind would post their private address on a public forum.. Happy to reveal this to you privately. Although I hasten to add I have raised a complaint with you internally, so it would be extremely easy to find out this. But hey ho, goes to show what a cowboy operation it is, that there is no complaints procedure internally. (I've also not heard back since posting this, apart from today for anyone interested). Actually comical!

If I could give one star, I really would.

Contacted the company, as they rent out a property next to mine, which was leaking into my home. Was told that they couldn't confirm if they rented the property, and that someone would be in touch. Nothing happened, and heard nothing.
Miraculously the issues have been fixed to the rental, but left a huge crack to my wall, and a large area of damp/wet. Tried all means to trace the landlord/owner, and finally was given details from a workman, carrying out repairs (windows put in on the rental, as clearly 10/10 vetting on tenants). Called the office, and I can safely say I have NEVER been spoken to like that in my life. Extremely rude, abrasive, condrasending and talked over me non stop. Ended up raising her voice and basically shouting down the phone at me, telling me the issues had been resolved. Whereas, the huge crack and damp coming into my property tells another story..
Emailed a complaint in, as instructed by the incredibly rude woman on the phone. The company director responded to me, and told me I was basically lying. They didn't know anything about it so how could they do anything to rectify the issues in my property (funny, as totally different story the 3 times anyone has spoken to someone). Told me that it was my own fault that the "customer service" had spoken to me like something on their shoe, and they had another member of staff there to back it up. Not one word of an apology, nor acceptance of the vile service recieved (its customer service, we all know you don't mean it, but go on, try it).

I understand it isn't the letting agents fault directly, however if this is how they deal with a general enquiry, I cannot fathom how they would treat customers. I would absolutely never put any of my properties under this "management", and if I'm honest, I'm still a little in disbelief as to how it has been handled!! The level of professionalism is non existent, and I'm in disbelief that with this level of service, a company can still trade.

Let's see how long it takes to fix now, as I've made my feelings clear on the situation. Hopefully this is a one off, but given the other reviews I've read, I doubt it. Which convinently, all the positive reviews are all posted by people with the same name as staff.. Very bizarre indeed.

If I could give no stars I would.

I booked Ravenhill Court First Floor Apartment with Key One Property. They manage a good few properties in the Belfast area.

I paid 750 up front for a 2 week stay. I arrived with fresh groceries and a positive outlook. However, I found the flat was dirty, with sticky surfaces everywhere, insufficient cookware, half drunk vodka bottle, and a nasty smell of stale smoke, chemical air freshener units, and unclean bodies.

I was extremely unhappy. I have asthma and I informed them I was feeling unwell due to the smell and the lack of hygiene and I was leaving.

I also felt unsafe in the area and my car was keyed whilst parked outside.

The company had no words of kindness or empathy for me at all and point blank refused to refund me. I threatened small claims. They offered me a 50% refund which I refused. They then claimed I had lied about everything and there was no problem with the flat at all.

I was furious, you can imagine. I contacted Northern Ireland Tourist board and asked them to inspect. I also warned the company I had done so - stupid perhaps. Having had 2 days to clean up, the inspection came back satisfactory. However, there was a problem noted with cookware and cleaning implements. In fact, there was completely insufficient cookware or cleaning tools for a 2 week stay and they never fixed that. In fact, everything I experienced is repeated by others across the copious negative views for Key One Property.

I took them to small claims but in the meantime my credit card company returned the £600 payment I had made after an investigation. I am now wrangling with (incidentally) Belfast-based Halifax investigations regarding the £150 deposit which Key One refused to return because I wrote a negative review.

Their terms and conditions state that if you leave an "untrue" review, they will keep your deposit, and may charge you even more, £500 in my case. Of course, only they get to decide who is telling the truth!

Their unique Terms & Conditions, which all their clients agree to, make it possible for them to only clean an apartment if a client informs them immediately of any problem after arrival. If the problem isn’t mentioned immediately and a client leaves a negative review, they keep the deposit and say the client is lying because they didn’t follow the rules. This practice is evident across their review listings.

Another clause in their online Privacy Policy states that they will publish Personally Identifiable Information online if you leave "untrue" reviews.I found this to be extremely intimidating and threatening. (This doesn't count for "untrue" good reviews I imagine.)

When I booked with Key One, I did a cursory search of reviews, but they have numerous good reviews so I felt secure. After my experience I began to wonder about the legitimacy of the reviews. Negative reviews usually sit at the end of listings so you miss them and with a preponderance of good reviews you can easily make the wrong choice. Looking more closely, you see there are many negative reviews on a number of different platforms, one I read on Tripadvisor frightened me.

Now, with the impending small claims court case in view, they have ramped up their efforts to discredit me. They have even come up with a signed witness letter from an employee who has also made a positive review on Google, along with another 12 positive reviews all posted over the last 2 weeks! Of the 17 total reviews on Google for Key One Property, four have been there for over two years, and of those four, two are from Key One employees and other two are negative reviews reflecting my experience.

On Christmas Eve, they wrote to me regarding court action for £500 a week libel and £500 charges for posting my review. I'm exhausted by these people and have no energy for small claims anymore. My already poor health has worsened. Be warned.