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Health & Safety Concerns Ignored for Months

We have been tenants through Goodacres Lettings since February and have had a deeply disappointing experience that I feel compelled to share publicly.

Shortly after moving in, we raised two legitimate concerns — a driveway that has become a complete bog of thick mud due to a section with no gravel, making it dangerously slippery and near-impassable in wet conditions, and a damp patch in the kitchen where the garage meets the main house.

Both issues were flagged in February. Neither has been resolved, 4 months later.

The driveway is not a minor inconvenience — it is a genuine trip and fall hazard that we have to navigate every single day. The fix is straightforward: properly installed gravel, exactly as has already been done elsewhere on the same driveway.

The solution is right there in front of them. Instead, we were told it is "the landlord's choice" not to fix it, and that the agency has no duty of care in the matter. When we pushed back, the response was essentially: "If you don't like it, move out."

That is not an acceptable response to a health and safety concern that has been raised repeatedly and in good faith over several months.

On the damp issue, two plumbers have been sent out — which is entirely irrelevant to what is clearly a structural problem where the garage meets the main house.

The latest update we have received is that they are "waiting to see if it dries out." This is not a resolution. Damp does not dry out on its own when the root cause is unaddressed, and prolonged damp causes serious damage.

Throughout all of this, Goodacres have consistently deflected responsibility onto the landlady rather than acting as a professional managing agent with obligations to their tenants.

We have attempted to resolve both issues amicably over several months and have been met with dismissal at every turn.

I would urge anyone considering renting through this agency to factor this into their decision. Their overall rating does not tell the whole story.

Five-star service from Goodacres Kempston! Jack, Lauren, and the team are brilliant at what they do and made our sale feel effortless. If you want a team that is both professional and genuinely kind, look no further. Highly recommended! 🏠✨

One star – Extremely unprofessional and misleading

Goodacres completely mishandled my tenancy application. I paid a £340 holding deposit and provided all requested documentation — including income from three adults and evidence of savings. Despite confirming my move-in date and guiding me through referencing, they waited until the day before move-in to tell me it had failed.

I had already vacated my previous property and shut off utilities, only to be left without a place to live and no solution offered. Communication was poor, key documents were ignored, and I am now at risk of losing my deposit.

This is not how professional letting agents should operate. I’ve filed a complaint with the Property Redress Scheme and would advise others to avoid this company.

Excellent customer service from Jack Birch and the team they looked after me through the whole process with my property, always responding to my emails and calls. They’re all very helpful and excellent team to work with. I. Will definitely recommend goodacres for any property of you’re property needs.

As a landlord I found Goodacres Lettings to have the interests of both myself and any prospective tenants at the forefront of any decisions. Pamela especially kept me in the loop & updated at every stage, her experience assured a very satisfactory outcome. I would certainly recommend their Team for the professional & approachable service.

We had been struggling to sell our home with another local estate agent and we're getting very few viewings.

I asked goodacres to do a valuation and they explained what the issues were with our listing and why we were getting so few viewings. Micheal came and explained what the problems

After switching to goodacres viewings increased 3 fold and after a few weeks we had a proceedable offer.

Charis took over our account and was excellent in handling the process from offer of sale to completion.

If you're looking to sleep a house in Cranfield goodacres are the people to choose. Their rates are incredibly low and they know and understand the market and how to advertise your property.

I wish to thank Ms. Lauren Campion of Goodacres Residential - Kempston for her sincere and professional service. She was highly responsive to our enquiries and kept updating us on the latest developments. I am really appreciative of every step she has taken to follow up on my case and get the process moving efficiently and effectively. I will definitely recommend her to my friends who need top-notch property services.