I found Sure Property Solutions to be unhelpful, uninformed, and unprofessional at every stage of contact. They showed me a flat in Hanover that was just outside my price bracket, but had the advantage of including water rates which I figured would take the monthly figure down to something I could (at a stretch) afford. However, because they hadn’t researched the flat properly, I was actually paying gas and electricity for the property below me in exchange for the subsided water rates – which I only found out after I had paid my deposit and handed in my previous notice. After being told that this wouldn’t be a problem because “it’s just an office with a kettle in it” I moved in, and then found that the office was in fact a studio flat complete with a bed, kitchen and shower, with no way to tell which flat was using how much gas or electricity. I ended up having to pay hundred of pounds of bills each month, and decided that it would be better to move out after 6 months rather than deal with any more ‘surprises’ that they had neglected to tell me about. The property was originally shown to me by Zena, so I was very disappointed to later find out that she is actually the Managing Director of the company. Other staff were helpful, but still not exactly professional – after handing in my notice they made appointments to show people round without telling me, even though it was a Saturday morning when I was likely (and indeed was) in the middle of doing other things. If I was there for viewings, I noticed that they didn’t tell prospective tenants about the gas and electricity situation, so ended up telling them myself so that new people wouldn’t have the same issues that I did. Zena in particular didn’t communicate with me effectively at any point – after waiting a week after the check-out had been completed and hearing nothing, I called to see if any deductions were likely to be made to my deposit. When I was finally able to get hold of her (after 2 more days as none of the other staff were able to help me in her absence) all I got was a curt ‘it’s being done’. This is all I ever seemed to get, when all I wanted was an idea of what was happening so I could plan things out on my end. I’ve rented properties in Brighton through several agencies (Parks, Oakley) and while they aren’t perfect either, they are nowhere near as unapologetically unprofessional as Sure turned out to be.

My partner and I have been renting a flat through Sure Property Solutions over the last couple of years, and we have had brilliant service throughout. We had very few issues with the flat but when we did Zena always answered the phone/text and sorted the problem immediately. The workmen sent were polite and friendly, and took a lot of care to keep the flat clean and to keep our cat and dog safe! Zena is really helpful, friendly and efficient (and Eilidh when I briefly spoke to her), and the fees for tenants are transparent and low. I was particularly happy with how supportive Zena has been with our pets, and she gave us a lot of help and advice re. mortgages too! We would definitely use Sure Property again and recommend to friends.