The Frost Partnership Reviews 50

They have not paid back my deposit for 3 months now. I moved out of the property rented in July. Have been calling them and sending emails with no response as to when the deposit will be paid back. During the tenancy did not get much support. Definitely do not recommend the agency.

Date of experience: October 11, 2021

Chalfont St Giles Branch

When I began renting through the Frost Partnership more than 6 years ago, lettings were managed by Rona Brown who was professional, pragmatic and timely with her communications. Renting privately in my experience is never a pleasant experience, as a tenant as we are treated as second class citizens and sometimes a means to pay a landlords mortgage with very little in return. However, Rona as mentioned was pragmatic and courteous. Fast forward 6 years and lettings is now managed by Caroline, and my experience did a complete 180 degree turn around. Firstly, she does not respond to contact on important matters. I emailed her no less than on 4 occasions and called the branch to arrange a check out of a property recently, and received radio silence until the day before the move, but not even from her, from the company completing the check out. I then requested the return of my deposit and again received radio silence until mysteriously 3 weeks later it appeared in my bank account having no choice but to raise a dispute with the TDS. I have friends and family also renting through the Frost Partnership in the village and they all say the same thing about the decline in service, which is shame and needs addressing if they are to retain their reputation in a saturated marketplace.

Date of experience: September 13, 2021

Dreadful experience with Amersham branch. Made 40 mile journey in taxi to an arranged entry to a house. Without warning the agent never showed. I called and they said there was a problem and would phone back even though taxi driver was waiting they never called back. I called them and was told they weren’t coming. I’ve never heard of anything like this. I am making full complaint but they haven’t taken responsibility and keep changing their story. Appalling

Date of experience: August 02, 2021

I do not recommend anyone. Rude, unhelpful, unprofessional people.

Date of experience: July 20, 2021

Initially I was happy with the service as buyer looking for a new home in the Stanwell/Feltham area.

After exchange, I asked several times if I could go over to the property to do a viewing and ensure that before completion that everything was in good order.

Estate Agent stated that seller wasnt living in property and that seller would have to drop off keys when possible. I never heard back even though I made several attempts to contact the Estate Agent.

When I completed on the property, it transpires that the person living at the property was the brother of the seller which means that the Estate Agent was effectively lying to me that he could not get me access to the property.

If had been given access to the property prior to completion, I would have spoken to the resident regarding my queries such as not leaving any furniture behind or any junk the in garage/garden.

I have to pay at least £1500 to get it all removed. This could have easily been avoided if the Estate Agent had got off his backside and helped me get a second viewing.

At some point, I will sell my property but I will NOT be using Frost Partnership and I will never recommend them!!!

Date of experience: June 17, 2021

Jamie Berryman is a Saint!
I knew the moment Jamie valued our property I had total faith he would sell our property and give that personal touch through to completion. He is reliable, extremely professional and hardworking, from checking his emails in the evening when things turned stressful. Being 100% honest which in my opinion is a rarity with Estate Agents... He eased the whole experience & is a true credit to The Frost Group. This is our 4th house sale and I wish all agents had the knowledge and calmness Jamie has displayed. The team behind Jamie also need praise. Thanks to Paige and Andy too for all of your help with the Sale.

Date of experience: June 10, 2021

Very bad experience with the staff!!

Paid a holding deposit to hold a property.. two days after I was told it was taken by someone else.

Mentioning no name i was shown other properties as the company had my holding deposit yet again the property was let to someone else.

Been nearly two week since I paid my holding deposit. Company was quick to ask for deposit and no response till i contact them for an update.

Refund has been issued still waiting for it.

I have had to take time out of work to view properties why would an estate agent show me properties when they are already off the market?

No communication withing the staff. I have to chase all the time

I would say its a waste of time dealing with company like this!!

Date of experience: March 24, 2021

Wonderful service all round from Matthew and team at the Gerrards Cross branch. Pleasure to work with, easy to contact and quick and efficient to respond. Patiently waited for 1 whole year for the complex property probate to go through. Would 100% recommend.

Date of experience: February 22, 2021

Landlords Beware! This letting agent is terrible. They will match other estate agents lettings fees at 5-7% 'let only' fee but will then add additional charges such as 'tenancy agreement fee' of £456 as well as trying to add on other fees without your permission such as £30 for registering the deposit (which I did not ask them to do). In addition, they will charge 3% renewal fee as well as a £90 'memorandum of agreement fee' if the tenant stays on. I have worked with other estate agents who charge no renewal fee as there is no further work they have done (but may charge a small fee of about £30-40 for a renewal of contract).

For a flat with a rental income of £1100, they charged me an additional £486 compared to other estate agents in the area who do not charge these additional fees. I regret my decision to give them my business and will never do so again. My advice would be to go to any other letting agent.

Date of experience: January 26, 2021

We were model tenants- our first visit after 3 months of a 12 month tenancy and our report was “exceedingly clean”. Before we moved in we asked if we could hang a picture and requested that the landlord to leave the same paint so we could restore to the same. Upon check out the check our clerk said this was the easiest check out as everything was in order. There were a couple of things that were mention but was advised that it “would be harsh” if we were charged. We received the report and the Frost comments were rude and untrue. We replied giving logical explanations to the points raised. After an exceedingly poor response - “no response” we escalated to the Head of Lettings. After numerous conversations he said “it’s very rare for anyone to get their full deposit back!” So letters beware you will not get your full deposit back. We were only charged £40 but it’s the principal. The £40 was £5 for the filled hole and we used the paint the landlord left and the colour had changed every so slightly. We reported two identical round marks in the ceiling from the flat above and was advised to monitor, we were charged £15 for this. There was a chip on the floor in a bathroom which was caused by a contractor when the belly pan was removed from the sink following an issue with the sink and was charged £10 and finally there was a dent in the side of the bath which we never even saw and again charged £10. None of the charges made any sense and feel the landlord never even saw this report and yet this money was to be withheld. As a good Will gesture the fee was reduced to £20. If these were real charges and this “damage” was an issue surely it would be more to cover the cost of repairs? The whole thing was a total shambles. Finally last week Frost called us to ask if we could provide them with information on the TV provider. Yes of course for £20!

Beware! Take photos of everything and send email confirmations to protect yourselves.

Date of experience: October 22, 2020