17th Apr 2026 (19 days ago)
An absolute nightmare from start to finish. Do not use if you value your property's safety or expect basic professional service
We used the Connells Newport Pagnell branch to sell our home, and it was a terrible experience. Before you sign the contract, they will promise you the world, claiming they have a huge list of eager buyers lined up. The moment you sign, it is complete radio silence. They didn’t even bother to visit the property to create the listing properly. You quickly realise that the onus is entirely on *you* to sell the property, not them.
Whenever we had to chase them for an update, their default excuse for the lack of progress was claiming the "house is not clean"—without ever specifying what actually needed cleaning. This was an insulting and completely bogus excuse, considering the house was completely vacant and we were regularly commuting from Aylesbury, balancing full-time jobs and a young family, to keep it in pristine condition.
However, the most severe issue was their blatant breach of security and legal protocols. Weeks prior to the legal completion of the sale, Connells handed over our keys to the buyer and their contractors, allowing them **unaccompanied and unauthorized access** to our property on multiple occasions. We were never notified or asked for consent; we only found out because our vigilant neighbors told us. To arrive and find new stains in the house because the agent illegally allowed people in was devastating. Their negligence not only breached the TPO Code of Practice but put us at immense risk of invalidating our insurance.
When we raised this severe security breach, the branch was entirely dismissive. They operate with a shocking air of entitlement, constantly reminding us they are the "biggest estate agent," as if basic legal safeguards don't apply to them. They brushed off this massive failure as a "minor service issue" and offered an insulting £100 "goodwill gesture," which we firmly rejected.
They expect sellers to pay their hefty fees and follow every rule to the letter, but casually waive the law when it suits them or their buyers. This branch cannot be trusted with your keys, your listing, or your legal rights. We have formally escalated this matter to The Property Ombudsman (TPO). Avoid at all costs.... Read more