Gross Negligence and Financial Misconduct - A Warning to Buyers and Landlords
My experience with Martin & Co Oxford was a catastrophic failure of their basic duties, resulting in significant financial loss and a total denial of accountability.
I purchased a flat with a tenant in situ; the agency had supervised major renovations prior to the tenancy. The property was in excellent condition when I viewed it twice. The sale was delayed 6 months by the seller's negligence, yet my biggest mistake was trusting Martin & Co.
Upon becoming the owner 6 months later, I discovered a tenant from hell and an agency in dereliction of its duties.
The core issues:
1. Total Neglect of Property & Inaction: The agency ignored documented evidence of severe vandalism. They refused to investigate, expected me to pay for all repairs, and accused me of "seeking betterment."
* Contradiction: Having advertised the renovations as a selling point, they later claimed "everything was old" to minimise compensation.
* Systematic Failure: Staff who witnessed damage falsely reported "all in good condition." Emma Collis (Head of Property Management) refused to consult contractors regarding persistent water damage caused by the tenant's aggressive cleaning (splashing buckets of water), which experts confirmed.
* Philosophy: Collis wrote: "We cannot force a tenant to live in a certain manner, only look to reclaim compensation at the end." They abandon all proactive care, allowing damage to escalate.
2. Unauthorized Use of Funds: Money sent for a check-out inspection was diverted without consent to pay for an unnecessary boiler service (for a unit they had installed only 4 months prior). A serious breach of trust.
3. Failure to Manage the Tenancy: They failed to identify and act upon an illegal occupant, a fundamental breach of the tenancy agreement.
4. Sabotage of the Deposit Claim: At the DPS, the agency misrepresented my major damage claim as a minor 'contribution', directly sabotaging the process.
* Root Cause: Martin & Co failed to have the tenant sign the initial inventory. Conor Taylor claimed this was "not a legal obligation," allowing the tenant to lie with impunity to the DPS adjudicator.
5. A Culture of Denial & Contradiction from Senior Management: Formal complaints revealed a pattern of dishonesty:
* Proven Lies: Emma Collis first justified leaving after just 5 minutes during her only inspection (in over 8 months) by saying she had a meeting. Then she claimed she had to leave because the office was "very short staffed." Days later, she contradicted herself, stating she would never say that for safety reasons. When challenged, she ignored it.
6. Deliberate Evidence Withholding & Collusion: Both Martin & Co and the former owner systematically refuse to provide original renovation invoices.
* Obstruction: These documents are essential to prove the value of damages in court. By withholding them, they are effectively shielding a vandal from legal accountability.
* Irrational Protection: It is incomprehensible that an agency and a seller would protect a tenant who caused at least £15,000 in damage.
The Property Ombudsman: My complaint proved the system is broken. The Ombudsman dismissed a well-documented case, ignored key evidence, and cleared the agency, denying me of any fair hearing. For a more complete picture of TPO's complaint management and adjudication, I encourage readers to look at their TrustPilot page.
The photos provide a glimpse of the property's damage. See the JPG extracts for proof of:
- the agency's culture of denial,
- extracts of email exchange with the seller to request renovation invoices,
- agency's endorsement of tenant's lies,
- experts' testimonies.
Final verdict: Martin & Co Oxford's actions demonstrate gross incompetence and a lack of integrity. Combined with a failed regulatory system, they pose a severe risk to any property owner.
Note to Martin & Co: Any response you provide will be addressed publicly and factually, with supporting evidence, in a direct update. I NEVER signed up for this! read more