"Tried to take my holding deposit"

Tried to take my holding deposit. Please read this if you are looking at renting a property through this company. This company tried to keep my holding deposit as they didn’t like my credit report, they had only had it for three hours. I had to argue to get it back, and eventually Ben admitted it only cost him £12 for the credit search, not the £345 he tried to keep! Do not believe the lies on the website about being ex renters and caring, that’s nonsense! Be very careful and insist you get your deposit back if they try to steal it from you!

Foot note: read Bens message below between the lines, it’s embellished and not completely accurate. One thing that is accurate though is the condescending tone of the message, expect to be dealt with like this if you are renting from this outfit.


Ben, are you aware of the data protection act? You have just disclosed information from my credit history which you gained from a search. This information is protected and you have disclosed it on a public forum. I won’t engage further on this chat as you have crossed a line. I will be getting legal advise.

"At the start of this year I decided to…"

At the start of this year I decided to take over the management of my HMO myself. During the time Ben and Co managed the property we were fortunate enough not to have a large turn over of tenants within the property and we are lucky with the tenants who are living there.
Therefore , I feel, Ben did not have a large amount of work that needed to be carried out so the basics should of completed with ease. I am also the maintenance company on the property so any works that needed to happen I did myself within my construction company.

The tenants rarely received room or house inspections as per agreement and upon a recent tenant leaving , we came across issues where they should not have received their full deposit back. The room was clearly NOT inspected properly to the deposit handed back. The tenants possessions which included a huge old fashioned dressing table was left, burnt areas and heavily stained carpets as well the room being left disgustingly filthy. The window was also broke and unable to close and lock which meant the property remained unsafe. The curtain poll was also broke.
The cleaner of the property ( who only cleans the communal areas) checked the room when the tenant had left and found the state it had been left in.
All of the above has since been rectified at our expense as the deposit had been returned and the tenant emigrated.

I messaged Ben regarding the dresser and was assured it would be collected, 2 weeks had passed and still not collected. I messaged again , to which it was eventually collected.
I then addressed the poor condition of the room to Ben and questioned why the deposit was returned with no inspection in place and also asked for a convenient time to meet to hand over the keys to the property as our contract had now ended. I also requested copies of the original inventories for the property. The message was replied with ‘ really busy as end of the month, am collecting the information you want. it will be next week’. This was sent on the 31st of Jan. No further correspondence or communication has happened since.

Since the cleaners last visit Ben has left all the keys at the property for us but ignored our messages regarding the damage. I was not made aware he was coming to the property to leave the keys.

All of the above has been rectified by myself at my expense due to the negligence of Ben’s work and lack of professionalism.

I have still not been given any inventories or recieved a response regarding the room.

I would not recommend Ben (Goldsmith property) as a property manager as I have not received the level of service expected that I paid for.

"Landlords Dissatisfaction with service…"

Landlords Dissatisfaction with service delivered, and poor complaints handling. Delays in addressing H&S issue with landlord and getting confirmation action was being done to address it. A loose / lifted carpet,a trip hazard, on the landing at the top of stairs at the property the agent manage on our behalf was raised in a periodic inspection which the tenant stated had already caused them to trip on once, it was recorded in an periodic inspection. The inspection was carried out on Thursday the 21/11/2024 at midday signed by letting agent and tenant. The issue of the trip hazard was not passed to the landlord to address until I was sent the report on Tuesday 26/11/2024 at 16.03. In my view H&S issues should be addresed / sorted as soon as possible and practical. The period between this H&S issue being raised my authorising work and then getting definitive confirmation from the letting agent it was being addresed was too long and I shouldn't have had to chase to get confirmation clear action on this is being taken to address this. I would have wanted that issue confirmed as addressed or being very clearly addresed sooner. The Periodic inspection report also passed a letting agent responsibility to the landlord to address around keys to the address for a garage. This is a fully managed let and all keys issued and check ins and tenant contact is managed by the letting agent. Two other valid issues for landlord to respond to also flagged up in the report requesting a response. I had officially replied to the report in a polite email within 2 hours of receiving the report instructing work to address the H&S trip hazard, I also addressed the other points and made it clear the keys point is a issue clearly for the letting agent as they have all property keys and manage check ins etc and passing to tenants. I asked for an acknowledgement to my email. After not having an acknowledgement I chased up in another email and added questions about key management on the 28/11/2024 at 11.26 copying in the Director, I requested a response by 18.00 that day. I got a limited reply at 11.56 am with a request for me to authorise scaffolding at the property for re-rendering work to commence. I authorised work and advised i want it done ASAP and to liaise with the tenants and contractors and reiterated i wanted full reply by 18.00 that day. I had a reply on keys held and issued by that deadline but other points not fully replied to. I was not satisfied with the service provided and concerned about the H&S issue, so complained in an email to the Director that evening setting our specific points I wanted addressing. The following day I got a reply from the Director at 12.24, critically he confirmed the H&S issue was being addressed, which was a relief, he confirmed one other point was addressed/understood, and passed the other points to his manager to come back to me. He had not apologised in the email or addressed every point as requested. Over the following hours in emails and 2 phone calls we made progress on some points but not all. I found the experience one of the most frustrating I have had in 10 years of dealing with letting issues. On the final call with the Director having not had an apology in our emails or on the calls I pointed it out to him he had not apologised and asked if he wished to, he did finally. He had on our first call acknowledged a shortfall in his initial handling of the complaint but not apologised for the issues raised. Sadly the issues around the response to my complaint to him reached a point where I was so frustrated i hung up on him as i was approaching my child's school gates, it was incredibly frustrating. This was rude of me and I am sorry for it. Over that day I was not abusive, sweary, or threatening but i was very frustrated, that is why i hung up on him. Further emails were exchanged, some progress on some points raised is being made, I hope further progress is made next week, and hope the re-rendering work will be closely and positively managed over the coming weeks. The Director at my request also provided me with a copy the complaints policy and confirmed who the registered Data Controller is for the letting agency managing any subject access requests. The complaints policy is well written. a 2 star rating is 40% satisfaction. As the Director could attest, and may in any reply, I was not happy. Some issues are partially resolved but I do intend following the agents complaints policy. In fairness to the Letting Agent when this all comes to a conclusion if there is a capability on trust pilot to add a comment /update i will and reflect if the issues improve/resolved. We will see, i hope so.

"Recommended managing agent"

We have worked with Ben over a number of years and he has always been completely reliable and professional. He is respected by both us as owners and the tenants. I can recommend him as a managing agent to ensure everything is done correctly and quickly.

"Trusted business partner"

We've been working with Ben for several years now and have found him to be reliable, trusted business associate, long may our relationship continue.

"Misleading messaging"

Advertised a property that allowed a family with one child. Organised a viewing with me, but then decided they no longer accept family with any child at viewing. Just wasted my time.

Could have communicated the change with me before the vieiwing.

Neither consistent nor reliable

"Helpful and informative"

Goldsmith properties were extremely helpful throughout our search for a tenancy. Ben was very responsive to any emails or calls.
The whole process was made smooth and easy and I feel they went above and beyond most letting agents.

"The property is clean well maintained…"

The property is clean well maintained we also have a cleaner who come's in once a week to clean and tidy the place up all repairs and maintenance issues are resolved swiftly.

"Goldsmith you rock!"

The properties are excellent, all mod cons, all in good condition, everything you need, and the value which includes internet and a cleaner is as good as it gets. The £200 approx deposit was a nice touch too - as opposed to the standard months rent - showing they are actually decent and fair property organisation. The service though is what I've appreciated the most, any issue brought to light is resolved immediately, they're happy to spend the money too if needed. You're being dealt with by very professional, friendly, reasonable people, who clearly take pride in the standard of their service. They are mindful too of the dynamic of a shared house, and try to bring the right ilk of people together. The landlord Ahmet is absolutely brilliant, the communication is right on the money, and he works tirelessly to keep everyone happy. The handyman too is an absolute star. Five star Goldsmith, Superb

"I’ve been with Goldsmith Property for 5…"

I’ve been with Goldsmith Property for 5 years now and they are a fantastic landlord. The are professional and helpful and understanding. The property is well maintained and kept clean as they have a cleaner to keep up the property. I will definitely rent from them again.