Cygnet Properties and Leisure PLC - 112 Western Road

If I could give lower than a 1 star review I would. We had a very disappointing experience renting through Brand Vaughan. At the viewing we specifically asked about mould and were told there were no issues. On moving in, we immediately found mould in kitchen cupboards, and later in both bathrooms and on an external kitchen wall. We were later told by a contractor working on the property that these issues were already known, which is extremely concerning but as the property had been repainted etc before we moved in the issue was temporarily unnoticable. It has since returned despite running dehumidifiers 24hours a day since we moved in. The communication throughout the process was also poor, with unclear and inconsistent information, delays with contracts, and repeated difficulty getting straight answers at key stages of the move. We were advised not to book removals due to contract delays, which ultimately caused unnecessary stress and a delayed move-in, despite rent already being paid. I would advise future tenants to independently verify everything rather than relying on information provided during the letting process as the letting agent we dealt with seemed totally ill prepared and quite novice at his job. **In response to the comment below from Charters even insinuating that it isn't a genuine review, it could unfortunately could not be a truer representation of the horrendous experience I had with them. I lodged a formal complaint via email already and the useless response I got just goes to show how little they care. DO NOT USE THIS ESTATE AGENTS!

AVOID CHARTERS LOOK ELSEWHERE A very disappointing experience with Charters Hove while they were managing the process of finding a tenant for my property. Communication was extremely poor for much of the process, and on multiple occasions promises were made to prospective tenants on my behalf without checking with me first. After one viewing, they left every single light on throughout the property. I only found out two days later when a neighbour contacted me, meaning I then had to make a separate trip to the property to turn everything off. I was also shocked to discover, during an inspection before my new tenant moved in, scrapes on the walls and mud and marks on the carpets, despite the flat having been deep cleaned when the previous tenant moved out. Some marks are to be expected from other viewings but the level witnessed showed a complete disregard of respect towards someone else’s property. I then had to arrange and pay for another deep clean. To make matters worse, Charters had also already promised the new tenant that a deep clean would be carried out without consulting me, leaving me with an additional and completely avoidable cost. They also broke a key for the balcony door and then refused to pay for a replacement. I specifically told them I had proof that the key was not broken beforehand and could provide it, yet they still refused to cover the cost of having a new one cut. Communication did improve towards the end, and I do want to thank Connor for that. However, this was only after I had repeatedly raised concerns about how poor the communication had been in the first place. For a company entrusted with looking after someone’s property, I found the overall level of care, communication and professionalism completely unacceptable. I would strongly suggest both prospective tenants and landlords look elsewhere.

A new name does not erase what is happening in a Brighton HMO I am aware of. Brand Vaughan remains named on Brighton & Hove City Council's HMO licence register, while the property has been sublet for day-to-day management to a tiny, newly incorporated ghost company with no established housing-management history and virtually nothing reputationally to lose. Meanwhile, Brand Vaughan retains its official position on the licence so it can retain passive profits while remaining totally absent from the actual management of the house. The property has no Fire Risk Assessment, was recorded by East Sussex Fire & Rescue Service as a single dwelling rather than a HMO, and still has crucial outstanding fire-safety and HMO licence remedial works that were due over a year ago! Those outstanding remedials were confirmed by a Brighton & Hove City Council housing inspector. Tenants have also had to deal with serious safeguarding failures, including complaints concerning indecent exposure and harassment, while even basic management responsibilities such as enforcing house rules, managing anti-social behaviour and fire-safety compliance have been completely neglected. The rogue management also installed CCTV cameras inside the communal areas of the HMO, including directly outside a communal bathroom, filming tenants entering and leaving the bathroom in towels and pyjamas within their own home. The installer was witnessed granting the same tenant reported for repeated indecent exposure access to the live camera feed via the mobile application. These matters have now been reported to Sussex Police, the Information Commissioner's Office, Brighton & Hove City Council and East Sussex Fire & Rescue Service. In the coming days, the council housing team and East Sussex Fire & Rescue Service are attending the property together for a joint inspection. So before celebrating an "exciting new chapter", perhaps Charters should explain how Brand Vaughan can remain on the official HMO licence, benefit financially from the property, outsource the day-to-day responsibility to a newly incorporated company, and yet allow a licensed HMO to operate without a Fire Risk Assessment, under the wrong fire-service classification, with confirmed safety remedials outstanding for over a year. You can change the branding. You can change the logo. You can hand the property to a company with no history and hope tenants are sent round in circles. But you cannot rebrand away the licence, the paper trail, the confirmed breaches, the ongoing police, ICO, council and fire service involvement, or accountability.

Will Steward has helped me greatly with securing a let, would definitely recommend him

Darcey has been very helpful with organising my viewing and staying in touch. Zara was lovely showing me around the apartment. Really nice experience so far :)