Sequence Reviews 226

Not even worth 1 ⭐️. We moved out of a rented property 14.12.21, we were then told on the 7.2.22 we would receive our deposit back within 7-10days. We then received an email on the 17.1.22 to say that apparently we then owed £114 for a renewal fee for back in 2019 which we did not and I went straight back with proof! I then sent another chaser on the 4.2.22 as we had received no contact. On the 10.2.22 I logged a call with the TDS, then magically I received a reply on the 11.2.22 to say sorry with lots of pathetic excuses, then I get another email on 17.2.22 full of lies saying that we now owed for the year 2016 instead! Again after I scraped myself down from the ceiling I went back with more proof to show we owed NOTHING!!!

I also stated my concerns with their accounts team at how incompetent they were and how they have taken payments from us yet had clearly not balanced their books correctly at the time of submitting their year end figures since 2016????

I then decided on the 25-2-22 I had reached my limit with the lack of cooperation so started with emails demanding my money as they were now holding it illegally. I got a reply today she had down all she could ‘bless her’ so I said I would b ringing again Monday morning for another update, obviously I had annoyed her that day so she gave me the phone number for the accounts so I phoned them straight away, first got told they were having IT issues so she couldn’t access anything could she call me so I said no I wanted to speak to some higher now and I will forward any documents they needed, I then got to speak to someone else after 15mins who confirmed they had all they needed and that I would receive my money by the following Wednesday and as if by magic I got it on the Monday 28-2-22.
DO NOT EVER USE THIS COMPANY

Awful customer service they don’t reply straight away always just as they are walking out of the door! Always fob you off with excuses or blaming someone else as they’ve done ‘all’ they can.

I would give Sequence -5 if I could. They need a complete overhaul of their customer service skills!
I used them twice to let and fully manage my property. The first let wasn’t too bad as we had few problems with the tenant until we tried to get the deposit back for damages and work required in the garden. We lost out on some of the deposit due to the incompetence of their Deposit Team.
We put that down to our first let and after being told that someone else at Sequence would be managing our property so very stupidly we went ahead with them again and because we had previously had issues with the Deposit Scheme they talked us into the Zero Deposit Scheme. We signed a contract with a couple and their two daughters, it soon became apparent that the two daughters were not living at the property, however there were 3 others living there aged 18-24. This was highlighted to Swetenams but nothing was done or said to the tenants as far as I am aware. There were constant problems including 3 major floods. We kept asking for inspections to be done and eventually they would get round to doing an inspection but we always had to ask for the report it was never given willingly. We were getting increasingly frustrated with the lack of action and service from Swetenams, we were constantly having to chase them for responses to our concerns. When we finally got the tenants out we tried to talk to their Zero Deposit dept about how to proceed and how the scheme worked because we had never been given any information ton the scheme. It was very difficult to get any information from the Lady we were assigned to. At first she couldn’t ring us because she was having trouble with her phone, she appeared to want to do everything by email. A week later we tried to call her again and this time she claimed to have a sore throat and lost her voice, so we had to carry on with the little information we had. Needless to say we lost out again on the deposit as we the tenants left the place in such a mess we had to have the whole house repainted.

If I could leave no stars I would. We bought a buy to let property in 2013 and used Sequence as our letting agency on a fully managed service. To begin with their service was good but after about a year things went downhill fast. The final straw was in October last year. A walkthrough inspection found two major rental terms were not being adhered to - namely an unauthorised tenant and two pets, neither of which they had highlighted as they described as there being nothing to worry about. The two pets described as a "snake and a lizard" turned into one lizard. The garden was described as being clean and tidy, which it was'nt. We sent photographs in ourselves and they ultimately refunded the condition report fee back to us, but only after complaining to their Head Office. After this we decided to give our tenants notice and put the house up for sale. If it had not been for the Estate Agency that we decided to use the whole thing would have been extremely problematic. They sent the Notice to Quit out with the wrong date - 31st FEBRUARY, (which is sort of interesting as there is no such date) and then withdraw all communication between ourselves and the tenants. They did not perform a condition report upon the tenants leaving nor give instructions as to how to return the keys, once again this was done via our Agents Sefftons. A month later they are now requesting a very large sum from the tenants for various damages, over £1,0000.00, which not having done a Condition Report whilst the tenants were still in occupation seems like fraud to me. Dont touch these crooks with a barge pole.

Housing management the worst unfortunately didn’t get a choice as we are tenants but no replies and bad attitude. No support or response, one line emails if your lucky and no one cares about you
So glad to be out of that tenancy
Used via burchell edwards letting

Rarely are emails returned. It takes WEEKS for a reply. Phone messages are not responded to by a call back. Very slow in returning any type of message.

I thought people in this industry helped people find a home? Rude amateurs that don’t seem to know how to string a sentence together with out muttering and stuttering and contradicting there self with everything they say. Wouldn’t use these to purchase a shed never mind a home. Very worrying

Can't believe I didn't read the reviews before going ahead with using this 'company' as my mortgage brokers but, to be honest, I don't think I had a choice. We saw a p[roperty we liked and it was advertoise dby shipways and so we made an offer. It was made very clear to us (but without saying the actual words) that there were other offers but ours would be chosen if we chose to use Sequence as our mortgage brokers - which is not a very legal stance! They wanted to charge us £7095 to advise us to take a mortgage that we had already chosen off the NatWest website - an absolutely joke. We had to go ahead in the end because we liked the property and were cornered. If that was the end of it, then fine but it wasn't!
The property we wanted to buy was going through a probate application and everyone knows this can take up to twelve months but our mortgage 'advisor' was adamant we should apply fof the mortgage immediately. I raised concerns that the offer could expire after six months but was assured it was not an issue and would be extended so I went ahead assuming these guys know what they're doing. Wrong. They just wanted to rush it through so they could get their payment and then the commission. I am not in month nine of trying to buy this property. The manager of the shipways branch has left as have two members of staff I was dealing with. The mortgage 'advisor' has also left. My mortgage offer has expired and yet it is ME doing all the chasing to get them to submit a new offer now as I am back to square one. Absolutely pathetic. Avoid these cowboys like the plague!

Echo all the other negative reviews. As a landlord, the most terrible, unprofessional and incompetent level of customer service from their property co-ordinator and “senior” property co-ordinator, i have ever experienced. Responses are always so vague when dealing with queries or issues and having been on very good terms with my tenants, know they are also terrible to deal with from their point of view. Make mistakes and don’t even have the good manners to properly explain or apologise. Best dealing with anyone other than this company

This is literally the worst company to deal with. No one even had the balls to speak to me on the phone because they knew they were wrong. Didn’t manage any issues with my home, then when my tenant moved out and I complained about the issues had the cheek to try and take money from my tenant for me to later find out it was done from previous tenants and not sorted before my new tenant had moved in! So he moved in to a substandard house then they tried to charge him for the damage he never caused. Uncooperative, horrible, vile people that are incompetent and incapable of doing their jobs and I hope this company gets shut down ASAP

This company is a nightmare to deal with as a landlord. Having had to do everything myself during lockdown, I was questioning just exactly they do to earn their fees, but their sheer awkwardness on accepting EICR's from my own trusted electrician was unbelievable. Then the same pedantic attitude surfaced when a Gas Safety certificate, from an engineer that I have used for years submitted his paperwork. Exactly the same as he has done for the past 4 years.
All this hassle and emails back and forth, as for months they remind you weekly to get this done! You tell them it's all arranged, even giving dates but they will still remind you weekly if you don't use their overpriced contractors.
It's a nightmare to get them on the phone, emails they answer within X amount of working days. When I got over the Gas certificate fiasco, I emailed the required 3 months. Suddenly I got responses, even from my local estate/letting agent who I'd not heard from since 2019!
Here we are a month after, 30+ emails later and they are still sending invoices for Tenancy Deposit admin fees etc!
Their incompetancy beggars belief.
Do not sign up with any agency that uses Sequence. Customer Support nil

WOW, where does one begin? I have NEVER in my life dealt with such incompetent people. I really don't understand how this Company is still standing after all the reviews I've seen. We've been living in our rental property for almost two months now and what an awful experience it's been since day 1. When we moved into the property it was disgusting and absolute mess! Old furniture left behind, the entire house was a mess as the previous tenants didn't clean the property, the outside areas are a mess, there are so many things broken, all lights are missing bulbs I could go on and on. I've had constant battles with these people and every time I threaten with a Lawyer they come back with a solution, however do you think anything has been resolved? We used Barnard Marcus to rent our property and they are just as useless as Sequence - both should be non existent as they are useless and so incompetent. Almost two months has passed and we are still sitting in the same mess as I refuse to do anything further myself and incur the costs when I know they are doing nothing at the moment. Your services are disgusting and your employees shouldn't be working in these roles, as the customer service is shocking. Now that nobody is resolving my issues, I am going to be taking legal action against you.

ALL our problems were never solved. They changed property manager three times. Every time I try to reach them by email, I have to chase them more than 3 times for a little reply(problem not solved). When I call them, my property manager was never there. There was always someone saying"He/She is not here right now".
Even when I need to pay my rent, I have to email at least 3 times with 2-3 different people to get the right bank account.
I am tired of this. They are totally incapable.

AVOID AT ALL COSTS

This company is a big joke. Each occasion there is a fault in the property I'm renting it takes minimum 6 to 12 weeks for some one to come out to check it. then another few weeks for it to be repaired. Their customer service is such a shame and you get cut off the phone each time you want to speak to someone. I haven't had a proper shower in months due to the fault in the bathroom, each time i call i was apologised to and told someone will ring me back. I've informed them i'll be using a local electrican to fix this and will deduct the charge from the rent plus inconveinence. You may want to look elsewhere before renting from this organisation

They lose your rental payments
Has happened to me on numerous occasions but the latest one is incredible absolute nonsense
Paid rent over phone,they then sent email to me confirming payment,then they chase you up for that payment for the next 3 months?
Over the last 3 months have sent them the confirmation email sent by themselves and bank statements showing proof of payment yet they are still threatening me with court action for money they have had?
And trying to get this sorted,which is not my fault,has been pathetic as they just don’t respond
Any help on here would be much obliged

All the horror stories are true. Don’t do it. Gave me the tenants from hell and I’m left paying the bill. The staff don’t know how to do their jobs. Or they don’t want to. If the Area manager I had to deal with is the example of the standard they set he has the people skills of a skunk.
I work in customer service and I would be sacked if I dealt with people the way I have been treated.

Ill try my best to make this short as possible, this company is most certainly run by absolutely incapable underachieved individuals. I requested for repairs to be done whilst i am occupying a house I'm renting, 8 months of back and forth trying to get TWO jobs done. One being a kitchen tap, one being the kitchen plinth thats missing. I pay full price for my rent and i live alone. I got that fee up of arranging time for technicians to come and not show up so i decided to request i do the work myself and bill them for the work. They agreed the price, i did the work, three random property inspections later… i find myself having to chase over 5-6 times for payment. 2-3 months go by and i end up having to open a case with money claims centre against sequence. Ive been told the manager above the person i deal with has been made aware, still no contact. Honestly i feel this company needs to firmly close down, the IQ level of their employees is merely an equivalent of an amoeba.

DO NOT USE THEM. Theres my warning ☺️

Anybody that chooses Sequence UK to rent their house through as a landlord or indeed rent a house through as a tenant, please think carefully. This company is not fit for purpose as a letting agent. We’ve had the misfortune of using them as a landlord and a tenant at the same time. Extortionate charges to landlords for zero to no service. Maintenance issues left unsolved for duration of tenancy. Told a family of 4 not to use the only shower in the house and never did come and fix the issue. Still haven’t received our deposit back over a month after we moved out despite being chased several times. They never return calls. Completely incompetent 😡

I am only giving them 1 star as I had too. In my opinion I would rate them - 5*. I have never experienced such bad, rude incompetent useless service from anyone and I am amazed that some people still have a job there or even that the actual company is still going.
6 months without a shower, 3 wks without heating and when my tenant agreement was up for renewal and needed changing due to my father who was on the agreement passing away they made my life hell….. so bad that I ended up seeing medical advice due to anxiety they gave me. Demanding double my rent in order to stay at the property, no compassion, no understanding, one word email responses back from questions and advice needing emails……I ended up in tears on more than one occasion because of them.
My opinion is the place is run by teenagers who haven’t the first clue about property management or how to treat clients. And it dose not matter who you speak with or when in the day you call….everyone I’ve spoken to has the same attitude… they just don’t care….they want you off the phone ASAP.
If I ever treated people in my line of work the way their obviously treat all their tenants and landlords from what I have read here, I would be out of a job quicker than i can even imagine…..absolute shambles and quite frankly disgusting…. They should be ashamed of themselves

Incompetent Immoral Imbeciles.
Be aware sequence are a connells company involved directly in the comments below.
The advice is never to use this company for either managing properties or as an estate agent, they are complete Incompetent, Immoral Imbeciles.
As a landlord they have cost me thousands.
They lost the tenancy agreement, the check in inventory and the keys.
Due diligence, care and professionalism are not in the dictionary at connells.
Without your sanction they will sub-contract works they deem necessary to another connells company, who sub- contract to another connells company, who sub contract to a local supplier. You are then advised by a company you have never heard of that you have been charged for the privilege!
People correspond with you from a different company name then claim to work for connells.
Connells have now repaid for the works charged plus legal costs, but only after they gave me the run around and protracted correspondence between different ‘companies’ ending in small claims court.
The only ‘Excellence’ they have is in incompetency, is this what they claim when providing training to employees?
Both the tenant and myself had been lied to by the local branch with the return of the keys resulting in days of delay and additional cost, I am well rid of this company.
Their performance is so bad I have also stopped looking at any properties they market, I would not buy through them if they were the last agent on the planet.
If this is the ‘best possible service’ they all need to retire.
Perhaps they should provide the public with balanced view of the company and include this as ‘Real testimonials from our un-happy customers’.
You have been warned!

Maintenance issue reported 17/08, still outstanding despite many calls into Sequence (note that I make the calls to them).
They don’t call back, they don’t update and they don’t care.
I’m stuck with them because my landlord uses them, I have been stuck with them since 2011, they have never been any different, the names and the voices have changed over the years but they have always managed to maintain that ‘don’t care’ culture. I guess that’s continuity of service....
0/10 I resent the 1 star I have to give them.