Romans Letting & Estate Agents Staines Reviews Summary

Customer Service

Pros:

• "Been a client with Romans for the third year now and they have always been wonderful with their customer service may it be Maint., Property manager or admin staff."
• "All staff are courteous, professional and proactive."
• "Every issue we have raised has been dealt with promptly and effectively."
• "Very satisfied with the service and overall conduct by Romans. Polite, professional, on-point."
• "Simply superb service from Ammar Bhatti from Romans Estate Agent."
• "The service they provide is as of a high quality standard and I would 100% recommend."
• "Everyone I dealt with was really efficient, friendly and really made it a pleasure to do business with!"

Cons:

• "Renters be careful, they will not let to you unless you have a employment contract clearly stating that you are FULL TIMER or if you pay 6 months in advance."
• "The Estate agents (Akash and Lily) gave me the excuse that 'The Landlord got his dates mixed up'."
• "Future buyers, if you choose this agency be ready to deal with anxiety, have your intelligence constantly offended, be scammed and being treated like idiots."
• "Also, the agent completely disappeared after the offer was accepted."
• "Misleading people , appalling staff , unprofessional ,rude."
• "Atrocious customer service from the lettings team."
• "Appalling service- these people are morons who could not get their act together during our tenancy, lost keys and parking permits, were rude and did not facilitate repairs during tenancy."

Property Management

Pros:

• "We are currently renting from Romans Staines and our maintenance issues are looked after by Jessica Phillips."
• "I recently rented my flat out through Romans and I have to say it was the most painless process."
• "Very good customer service provided by Romans and Jessica."
• "Amazing and timely support provided during the tenancy which is the most important factor for a tenant."
• "Dealing with Jessica Philips our Property Manager for a while now and she has been amazing. Very swift with her replies and accommodating to our requests."
• "I’ve had excellent customer service from Jessica Phillips, my property manager who has dealt with all my queries efficiently and effectively."
• "Charlotte and Akash from the lettings team have been most helpful and I couldn't have asked for a better team to manage my property."

Cons:

• "The extractor fan of the bathroom was not cleaned, there was dust on the inside of the radiators, and unpolished bathroom mirror."
• "There were some petty charges upon check-out towards cleaning, which, were not necessarily justifiable per se."
• "The staff we met appeared to be quite incompetent, and managed to lose one of the parking permits we returned, then accusing us of only having returned one, trying to charge us for this."
• "They were supposed to go into the property before I moved in and do a check on the property, which they obviously did not."
• "Lettings team are slow, weren't helpful and I had to find out our offer wasn't going to be expected by noticing it said let agreed the day before they cancelled a viewing and told me, without even any sort of apology."
• "Not happy with End of tenancy. No clear communication on cost and overcharging from the deposit."
• "When we decided to get our own solicitor instead, the estate agent began to disappear: every time we were trying to contact him through our personal phones He would never answer."

Professionalism

Pros:

• "Positive: excellent, professionalism, Quality, responsiveness."
• "Again, big thanks to Chris & Ammar for their professionalism and hard work in getting us moved."
• "Yash, you are such a lovely, polite, friendly & helpful person, provided answers to all the queries, answered calls all the time."
• "I would like to thank Jessica Phillips for her promptness, competency and professionalism."
• "The team seem to be professional, friendly and responsive to calls and emails."
• "They are both very professional and nothing is ever too much trouble."
• "Tom and his team were efficient and professional from start to finish."

Cons:

• "The only reason i gave 4 star is the solicitor which Romans has recommended us had made our life hell during the purchase."
• "Especially 'Assistant Manager' telling people there is nothing else Renters can do."
• "She was RUDE, She seemed very annoyed by our questions."
• "The staff we met appeared to be quite incompetent, and managed to lose one of the parking permits we returned, then accusing us of only having returned one, trying to charge us for this."
• "Absolutely shameful behaviour of the agent that dealt with the whole situation."
• "Speaking of unprofessional manners, the second in the list, but not less important in terms of disappointment and stressful time, was the mortgage advisor."
• "Appalling !! no words to describe!"