UKMATE LTD — Hotel in London

Very horrible agent, they try to play tricks to take your deposit. They won’t provide you any move-in report and the room is very dirty when you moved in. However, when you move out, they’re expecting a professional cleaning from you and they start to deduct your deposit for the spots on the wall which have been there for years, before the move-in date.

If you really have to live in their house, make sure you have taken pictures for every corner of the room. And be ready for the long dispute period with the DPS to take back your own money, which they threaten to be 3-6 months.

As a response to their reply, the system they claim doesn’t work at all. There’s no way to upload the inventory status when you move in. And regarding the fix requirement submitted, there won’t be any valid response from the system to prove that you’ve raised it. After you submitted the request, there’s no way for you to revisit them. You’d better keep a spare records on your side as proof to protect yourself, if you have to argue with them via a third party one day. Which luckily I did.

Since they claim they have a professional check-in and check-out process? How the room is rented out in bad condition? How can they double charge the tenants for their own bad service?

And the response from them really depends on the property manager you get. Unfortunately, most of them are college graduates and not professional at all, they just come and leave fast. During the 18 months staying there, I’ve got 4 property managers and unfortunately only one of them is...

Diaster agent. First of all, because we move in they promised a parking lot and we found there is none after signing the contract - that costs us so much trouble and money to get one for our cars. After a year we moved out and handed the flat back to the them. Their staffs came and opened the letters WITH OUR NAME ON IT! We inquired about it and they said 'We have the right to open all letters related to the landlord'. So they don't even try to figure out what is the name of the landlord. The staffs are extremely unprofessional.

And they play tricks to take all the deposits and accused us of damages we NEVER DID. We tried to communicate with them about the inventory report that those damages are always there before we move in. They just ignored the whole thing and continued to submit the charges. And worst, they claimed it was the landlord who insisted on that. This is too unreasonable so we decided to hand over the case to DPS for further investigation. They got...

My experience renting with UKmate has been fantastic. From the beginning, Claire, the sales agent, patiently answered all my questions about the rental process and organized viewings smoothly, making me feel reassured and confident. After moving in, Zela Zhang and Yanice have been incredibly responsive and efficient in addressing any maintenance requests, always with a friendly, positive attitude. The team at UKmate stands out as reliable and highly professional, and they genuinely care about the tenant’s experience. I’d definitely choose to rent with UKmate again in the future and will enthusiastically recommend them to friends looking...