Stirling Ackroyd Estate Agents Reviews Summary

Customer Service

Pros:

• "Ella Davidge responded me the next day."
• "Always cheerful and polite."
• "Great communication and friendly approachable members of staff."
• "Thank you both!!"
• "The staff have always been very polite, helpful and extremely efficient."
• "Every call was returned, and every email responded to quickly, efficiently and professionally."
• "The staff are very polite and always willing to go the extra mile!"

Cons:

• "They are only focused on money, and customer service is poor."
• "The agency's staff especially the property manager who is meant to handle our case was so rude and arrogant."
• "They couldn’t even produce a copy of the complaints procedure on demand."
• "They are terrible at communicating, often saying they will return your calls or emails, yet fail to do so every time."
• "No one actually took accountability for this."
• "Your agent was really unprofessional."
• "The staff is not very friendly. Does not deal with its tenants very professionally."

Property Management

Pros:

• "They are excellent in managing all aspects of property rental."
• "Richard and his team have exceeded our expectations, finding us great new tenants within days of marketing our flat."
• "Thanks to Richard and other helpful people at Sterling and Ackroyd, Guildford, we found tenants almost immediately and the letting process was easy."
• "Couldn't be happier with the service we received. Thank you :)"
• "They are a very professional outfit at both sites always giving us good advice and are good at coming back to us when we have questions."
• "I have been particularly impressed with their speed to market to get available properties viewed and tenants signed up way before their competitors get a look in."
• "They have been excellent in finding us tenants to ensure no void periods."

Cons:

• "Rented from them for a year, may as well have lived in a tent."
• "The oven and wardrobe has been broken since I moved in and I reported it many times and no one is bothered to come fix the stuff."
• "We were left without heating and hot water for the first week we were in which with 2 kids under 2 is not helpful!!"
• "Moved into a mouldy flat that townends failed to tell us about but instead hid the mould with paint."
• "After moving in the property manager didn’t turn up to any queries made regarding the property, no response to mails sent."
• "They were extremely against putting anything in writings and wanted to discuss house issues over the phone, which they didn't fix anyway and we had to do it ourselves."
• "Terrible… I’m staying in one of their properties for more than a month now, I have reported more than a dozen issues on their maintenance website and only got repair for one issue."

Professionalism

Pros:

• "From the moment I walked into their offices they were extremely professional."
• "Richard is professional and has a great understanding of the market."
• "He was helpful, polite, prompt with replying and very approachable."
• "Kevin and Lee kept us informed all the way."
• "I strongly recommend Townends for anyone looking to rent a property in Guildford."
• "She was also very professional and communicative, and the process was very smooth from start to finish."
• "He was informative, pro-active as opposed to reactive and answered any questions i had, even the trivial ones."

Cons:

• "My advice would be to go for a different letting agency if at all possible, as I have no good things to say about this one."
• "Totally awful and not honest people."
• "If you want to choose an agency that like to throw you in a property take your money and ignore you then townends/stirling ackroyd are your guys!!!!"
• "Overvalued the property by £100,000, that's 30%, just to get lusting."
• "It's just disgusting the lengths they will go and how far the landlords they work with will take advantage."
• "Their level of hypocrisy is astonishing considering the claims they make and the service they provide."
• "Vile service from everyone at townends."