2nd Jun 2026 (16 days ago)
Very poor communication and disappointing service as buyers
We purchased our home through Fox & Sons in Southsea, and unfortunately our experience as buyers was very poor.
From the outset, communication from the estate agent was minimal. I accept that solicitors handle much of the legal process, but the agent still has a role in keeping buyers properly informed and ensuring basic communication is maintained. In our case, this did not happen.
At the beginning of the process, we were told there was no chain. This later proved to be inaccurate. The seller was unable to move until the people in her onward property had moved out, which clearly created a chain situation. This caused unnecessary stress and uncertainty, especially as we were expected to work around the seller’s arrangements.
As we approached exchange and completion, we contacted Fox & Sons and asked whether they could visit the property before the seller left. We wanted basic reassurance that the property had been cleared, that any items not agreed to be left had been removed, that there was no damage, and that the property had been left in a reasonable condition. We were told they did not do this and asked them to seek advice and come back to us. We heard nothing further.
The day before completion, we tried to contact the office several times to ask roughly when we could collect the keys. Calls went unanswered and went to voicemail. When someone eventually called back, they appeared unaware of what was happening and had to contact the seller for an update.
On completion day, we went to the property ourselves. We discovered that the seller had already left the day before. The house had been left in a filthy condition, and items were still present that should not have been left behind. There were also pallets of wood in the garden, which appeared to be covered and smelling of dog urine. We had to deal with this ourselves directly with the removal team.
Most concerning of all, the keys were handed to us by the seller’s friend, who we had never met. No checks were carried out, no questions were asked, and Fox & Sons appeared to be completely unaware that we already had the keys. This was extremely unprofessional and concerning from a security and process point of view.
When my wife later visited the branch, she was met with a rude and dismissive attitude. The member of staff did not appear to know who we were, despite us having purchased the property through them and having tried to contact the office repeatedly. He then asked for ID for the keys, only for us to explain that we had already been given them at the property.
Overall, our experience was extremely disappointing. Once the offer was accepted, it felt like Fox & Sons lost all interest in us as buyers. Communication was poor, key information was inaccurate, and the handling of completion day was unacceptable.
Based on this experience, I would not use Fox & Sons Southsea in the future, and I would not recommend them to anyone buying a property.... Read more