19th Jul 2026 (8 days ago)
I’m genuinely surprised I’m giving this estate agent any rating at all.<br><br>I want to start by saying that Pete was excellent. From the very beginning, he was professional, approachable, and genuinely helpful. He consistently answered all of our questions clearly and patiently, no matter how small, and made sure we always understood what was happening at each stage. He kept communication flowing both ways, regularly updating us and ensuring we were kept in the loop, which made a huge difference. When things slowed down, he reassured us and made it clear that it was out of our hands, which helped reduce a lot of the stress and uncertainty. He made what is already a stressful process feel much more manageable, and he is the only reason this review isn’t even lower.<br><br>Unfortunately, once Mark took over, the experience changed completely.<br><br>Towards the end of the purchase, I felt under constant pressure to exchange contracts immediately. It wasn’t the decision itself that felt rushed — I was always going to buy the property — but there were important final steps that needed to be completed first, including last-minute financial checks that my solicitors needed time to look into. Despite this, Mark was unwilling to wait.<br><br>Rather than offering support or explaining the situation calmly, he spoke to me in a rude, dismissive, and confrontational tone. He repeatedly made it seem as though the seller was going to pull out unless I exchanged there and then, and even went as far as saying that the vendor was a former estate agent and that if I didn’t exchange immediately, it wouldn’t make much difference to them. This felt like a clear attempt to pressure me into rushing something that required proper due diligence.<br><br>Whether that was genuinely the seller’s position or not, it felt like I was being pushed into making one of the biggest financial decisions of my life without being given the space to ensure everything was in place.<br><br>That conversation left me in tears. Buying a home should be an exciting milestone, but instead I was left feeling anxious, overwhelmed, and intimidated. No buyer should be made to feel that way.<br><br>The whole interaction came across as though the priority was getting the sale completed as quickly as possible rather than ensuring both parties were comfortable and informed. It gave the impression that getting the deal over the line was more important than providing good customer service, and it made me question whether unnecessary pressure was being used to speed up the exchange.<br><br>To make matters worse, the experience didn’t improve on completion day. After receiving a call to collect the keys, we arrived at the office expecting at least a warm welcome after months of dealing with the purchase. Instead, there was simply a single key left in an envelope on the reception desk, and we were told, “It’s there on the desk.” There was no congratulations, no greeting, no effort to make what should have been a memorable moment feel special. Mark, who had called us to collect the keys, was nowhere to be seen. It perfectly summed up the level of customer service we experienced by the end of the process.<br><br>In the end, we got the house we wanted, and that’s what matters most. However, the service we received during the final stages was genuinely terrible and added a huge amount of unnecessary stress to an already stressful process.<br><br>Based on my experience, I would not recommend this estate agent. If it hadn’t been for Pete’s professionalism at the start, this review would have been half a star without hesitation.... Read more