Disappointing experience with exit charges and dispute handling
I had a generally fine experience during my time in the office, but the issues started when leaving.
After vacating, I was invoiced for “fit-out/refurbishment” costs relating to painting, despite the fact that any minor marks had already been rectified before departure. The charge was not itemised, and no contractor invoice or proper breakdown was provided.
More concerning was that the invoice stated the work had been “booked” by us, which is simply not true. The works were carried out without our authorisation and based on outdated photos that did not reflect the condition of the office at the time we left.
When we raised a formal dispute and provided evidence (including updated photos), the response was dismissive. The entire office had been repainted rather than just addressing any specific areas, which feels more like refurbishment than repair.
On top of this, late payment fees were added while the invoice was under dispute, and helpdesk support simply referred us back to the centre without addressing the situation.
Overall, the handling of the exit process and dispute has been disappointing and lacking transparency. I would strongly advise anyone taking space to get clear written confirmation of end-of-contract expectations and charges upfront.
Reply from IWG plc - Chelmsford Halford House
Hi Elliot, I’m sorry to hear of your disappointment.
As discussed before your move‑out, the walls had damage from the posters, pictures, and the wall‑mounted TV, which required additional repair and repainting.
These tasks fall outside of our standard office restoration service and this was outlined to you in your welcome meeting and is also stated in your agreement.
The office was brand new when you moved in, and to maintain a consistent standard for all clients, all repairs and repainting must be carried out professionally.
You offered to repaint the walls yourselves and it was explained that this isn’t permitted, unfortunately, you disregarded this and went ahead with the work yourself. As it was patchy and did not restore the walls to their original condition it was still necessary to have the work carried out professionally.
I'm sorry you remain unhappy but your centre manager has already explained this to you in great detail and A member of my team has also clarified this to you.
Kind regards
Michelle Spire
Assistant Global Customer Service at Regus