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4.1
11 reviews
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Melissa was incredibly helpful and professional throughout my rental process. She made everything smooth, answered all my questions, and helped me secure a great property. Highly recommend her!
Very good communication throughout. Would highly recommend to use.
Melissa Nash is hands down one of the best Lettings Negotiator we have met, she is friendly, engaging and extremely knowledgeable (give the woman a raise 😀)
Thank you soooooo much Melissa for fighting our corner, and pulling all the strings you did to get our offer put forward. We are so so excited to be back on the hill and so close to the school, with the right amount of rooms and in our budget. Just so happy and relived. So thank you for being an awesome person and great at your job. And so kind to us.
Would highly recommend the agency, this is the second time I’ve used them and had no problems only very helpful, courteous, professional experiences.
If you are a prospective tenant, I advise exercising caution regarding this management company if they oversee the property you are considering renting. Throughout our 4.5-year tenancy, we consistently fulfilled our obligations by paying rent on time and in full, maintaining the flat in good condition—as confirmed by periodic inspections—and rarely inconveniencing the landlord with issues.
However, our experience upon vacating the property was ridiculous, despite providing notice that exceeded our contractual obligations. Alongside our landlord, the agent attempted to claim our entire £1,500 deposit through the Deposit Protection Service.
They allowed the landlord to leave us without a washing machine for over three months and attempted to breach one of their own contract terms by trying to raise the rent beyond the limit they had established, which occurred during two consecutive rent reviews. To address the response below, we did not agree to the increase, nor did we sign a new contract.
The team's ability to conduct professional correspondence was lacking; their emails conveyed an unwarranted sense of superiority and were written as if their assumptions were factual rather than opinion-based.
We were unwilling to be intimidated into paying amounts for which we were not responsible. The Deposit Protection Service ultimately ruled in our favour, awarding the landlord a small proportion of what they claimed. They provided the agent with a detailed report of how they reached their conclusions. Despite the assertions made in the response below, this is an impartial service that does not 'favour' tenants. It is designed to protect both parties and adjudicate disputes.
To address the cleaning comment below, we had the property professionally cleaned when we moved out, using the agent's suggested cleaner, for which we have an invoice. We took videos of the property on the day we moved out to ensure an accurate reflection of how we left it and submitted all of this, alongside documentation of emails, to the DPS.
We were fortunate not to require our deposit back promptly, as we only received it four months after vacating the property. This delay was due to it being held by the Deposit Protection Service while the dispute was resolved. Having rented properties for 15 years, I have never encountered such unprofessional behaviour from an agent.
The response below from the owner further amplifies the tone of the correspondence from this agent. To question our integrity is in poor taste. This is an honest review based on our experience.
Reply from Martin & Co Caterham
I want to clarify a few points. During a 4.5-year tenancy, this tenant did not leave any negative reviews until the very end, after a deposit dispute. This suggests that, for most of the tenancy, they viewed us as a reliable estate agency, effectively managing the landlord’s business and supporting the tenants. Any dissatisfaction would likely have been raised earlier rather than at the end of their stay. The review seems mainly driven by frustration over the deposit dispute.
Situations like these contribute to the rental crisis, as tenants dispute deposits, and the Deposit Protection Scheme (DPS) often rules in their favor, regardless of the evidence presented. Even when we submit independent quotes for repairs or cleaning, DPS may still place the costs on the landlord, even if the tenant is at fault. This systemic issue drives rent increases across the industry. Reading the review raises questions about why we sought the full £1,500 deposit, the condition of the property, and the tenants' behavior during their stay. It’s worth noting that we don’t receive similar complaints from other tenants. Were these tenants necessarily in the right? These are important considerations.
Regarding the rent review mentioned in the complaint, while unrelated, I will address it briefly. The existing contract includes a clause allowing rent reviews based on a government-published inflation index. For a higher rent increase, a new contract would be required. The tenants accepted the reviewed rent and signed a new contract, which contradicts the claim of a breach. They could have rejected the proposal but chose to accept it, avoiding the costs and inconvenience of moving out. This arrangement was practical, mutually beneficial, and fair. Criticizing the process and posting inaccurate reviews seems irresponsible.
As for the comment on "superiority," it could reflect the tenant’s own feelings rather than any fault in our conduct. Professional communication can be interpreted differently by different individuals, but we strive to maintain factual, professional standards. The criticism seems to favour opinion-based communication, which is inconsistent with a professional approach. I am puzzled by her review that’s self conflicting in that she would call a factual based communication as unprofessional…..
Overall, it is unclear how our service was considered unprofessional. This appears to be an instance of a tenant expressing frustration after not getting their way.
Completely ridiculous deduction of money from my deposit after 6 years of looking after a property really well. I kept away mould and put up with a falling apart kitchen and windows. I spent nearly £300 getting the cleaning done and when I moved in it was so dirty I had to clean it all first. Surly staff with a distinct lack of personal service and bad attitudes. When I moved out they put up the rent by £175 a month! Complete rip off. Wouldn’t recommend to anyone.
They have rented my property for over 10yrs and I have never had any issues. Would highly recommend.
Excellent estate agents. Helped me secure my home in lockdown and had it all completed before the stamp duty. Made the process as easy as possible for myself and my family and the staff were consistent at updating me. Thank you all so much.
We recently bought our new home through Martin&Co. in Caterham. Everyone we dealt with was efficient, professional and friendly. Andrew Dear was our main contact and he was brilliant throughout the whole process, making what is a stressful experience much more manageable. Happy to recommend the team at Martin&Co. in Caterham.
We have used Martin and Co as our letting and managing agents for many years. During that time we have always found them to be polite, professional, efficient and friendly. We would have no hesitation in recommending them.
Wouldn't hesitate to recommend Martin & Co Caterham
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