lease cancelled 2 hours before moving in

Our experience with Angela Kernot Property, particularly with the agent Caroline, was deeply disappointing and distressing.

We viewed a house in Buccleuch on the 26th of June at 11:30am and confirmed by 11:59am that we wanted to go ahead. Despite following up via WhatsApp and calls, it took four hours for Caroline to send the application. We submitted all required documents by 15:30 that same day.

I followed up again on the 27th around 14:00. Caroline said she was "on the way to the office" but gave no feedback. The entire day passed with no response. On Saturday the 28th, we called repeatedly and were ignored again. Only later that day did we receive confirmation that our application was approved.

We paid the deposit and rent and were told the house would be ready for move-in on the 30th at 4pm. On the day of the move, we were told the payment hadn’t reflected, so we made a second immediate payment. After that, no one responded to calls — not Caroline, not the admin person Carmin, not anyone at the office.

At 2pm on the day of moving, just two hours before we were meant to get the keys, Carmin emailed us stating that the lease would not be going forward — after two payments were made and with no explanation.

When we finally managed to get hold of Caroline, she had no answers and no idea what was going on. We had to physically go to the agency’s office to demand our refund. Though we eventually got it, the damage was already done — we were left homeless, with nowhere to go, and the agency showed zero care or urgency.

This entire situation caused serious emotional stress, especially as I have a 5-month-old baby. Being left in such a vulnerable position without communication or compassion from a professional agency is completely unacceptable.

I would not recommend Angela Kernot Property to anyone. Their handling of this matter was careless, insensitive, and unprofessional from start to finish.