Arnolds Keys - Norwich reviews in Norwich and Aylsham

★★★★★ 1/5

Trustpilot

Lost Confidence in Arnold Keys.. AVOID!

I am utterly disgusted by the way Natasha Wright, Sales Manager at the Aylsham branch, has handled our property offer. We initially put forward an offer on a property, but the seller decided to proceed with a cash buyer instead. Natasha told us that if the sale to the cash buyer fell through, we would be the next people she contacted. Three days ago, Natasha called to tell us that the cash buyer's purchase had indeed fallen through. Based on what we had previously been told, we naturally believed we would now have the opportunity to proceed. Instead, we were informed that the offer would once again be presented to the seller, along with another buyer's offer, and that the seller would decide between the two. Today, I received a missed call and voicemail notification, so I returned the call. I was immediately told, "I did not call you," despite my phone clearly showing a missed call and voicemail from the branch. I found this response confusing and dismissive. During the conversation, Natasha then informed me that the seller had chosen the other buyer. This entire experience has been incredibly frustrating. We were led to believe that if the cash buyer's purchase fell through, we would be given the opportunity to move forward. Instead, we were put back into competition without this being made clear from the outset, only to lose out once again. I fully appreciate that the final decision always rests with the seller, and I have no issue with that. My complaint is about the way the situation was communicated and managed. Expectations were raised unnecessarily, communication was inconsistent, and the level of customer service we received was disappointing throughout. As a result of this experience, I have completely lost confidence in Arnold Keys and will not be using your services again.

Tammy · 24 July 2026 · Arnolds Keys - Norwich Norwich (2)

★★★★★ 1/5

Trustpilot

Julie Dixon

Julie Dixon, at Sheringham branch, said Arnoldskeys were agent for rental property. Then next day said not. I am being abused by their tenant and they do nothing. Even contacted head office in Norwich- still no reply.

L · 30 June 2026 · Arnolds Keys - Norwich Norwich (2)

★★★★★ 1/5

Google

Ask for a one sentence email to help with a planning matter was told that I was not important as clients paying thousands of pounds by Guy the director - was shouted at in front of office staff that was harassing him and that people who harass get put at bottom of pile - would never do any will business with the firm and have warned countess others at our networking events to stay away - just a warning of the type of mentality your dealing with

Curlysays · 16 February 2026 · Arnolds Keys - Norwich Norwich (2)

★★★★★ 5/5

Google

Natasha and the team at Arnold Keys, Aylsham have provided an exceptional service from the outset. We were fortunate to work with them on both the sale of our current property and the purchase of a new home, and the process was seamless on both counts. Their communication was excellent, and the team's friendly and knowledgeable approach made the experience stress-free. They were diligent in keeping us updated throughout, which was invaluable given the complexities of buying and selling simultaneously. We couldn't have asked for a better service and highly recommend Arnold Keys to anyone considering buying or selling a property.

William · 16 February 2026 · Arnolds Keys - Norwich Aylsham

★★★★★ 5/5

Google

From the first visit to my late father's property in Aylsham, we felt we were in good hands. Living nearly 200 miles away meant it was vital to have a trusted team running the viewings, we were kept informed with feedback and upcoming viewings in a timely way. The negotiating was handled in a professional manner, as was the path to sale and then completion. I would highly recommend the Arnolds Keys team in Aylsham, they were an 'A' team for us. Thank you

S · 16 February 2026 · Arnolds Keys - Norwich Aylsham

★★★★★ 1/5

Google

Ask for a one sentence email to help with a planning matter was told that I was not important as clients paying thousands of pounds by Guy the director - was shouted at in front of office staff that was harassing him and that people who harass get put at bottom of pile - would never do any will business with the firm and have warned countess others at our networking events to stay away - just a warning of the type of mentality your dealing with

Curlysays · 14 February 2026 · Arnolds Keys - Norwich Norwich (2 Prince Of Wales Road)

★★★★★ 1/5

Trustpilot

Slightly condescending

Slightly condescending, not interested, tried ringing them three times on the third occasion they hang up on me, I went to a competitor got a property valuation really quickly,

Timothy · 19 January 2026 · Arnolds Keys - Norwich Norwich (2)

★★★★★ 5/5

Google

Sold & Bought through Arnolds Keys and Natasha, Fleur, Nicole and Kate have been outstanding and a real pleasure to deal with, would certainly recommend using them to anybody looking to sell or purchase a property.

Gail · 16 January 2026 · Arnolds Keys - Norwich Aylsham

★★★★★ 5/5

Google

We used keys to sell our property and it was all dealt with in a very professional manor.All the staff were very helpful and dealt with any issues that arose

Sean · 16 December 2025 · Arnolds Keys - Norwich Aylsham

★★★★★ 1/5

Google

I was continually shocked by what they let their landlords get away with. They don't fight for you, and I'd be surprised if they actually passed anything on.

Grayson · 14 December 2025 · Arnolds Keys - Norwich Norwich (2 Prince Of Wales Road)

★★★★★ 1/5

Google

I was continually shocked by what they let their landlords get away with. They don't fight for you, and I'd be surprised if they actually passed anything on.

Grayson · 13 December 2025 · Arnolds Keys - Norwich Norwich (2)

★★★★★ 1/5

Google

Absolutely dire company, especially Harry, if you were thinking about letting a property my advice would be look elsewhere as some companies actually care ! Arnold's Keys definitely don't!

Geoff · 28 October 2025 · Arnolds Keys - Norwich Norwich (2)

★★★★★ 5/5

Google

A fantastic experience using Arnold Keys to sell my cottage, they were, as others have said, very professional, courteous and diligent. A special shoutout to Natasha and Fleur, who were both instrumental in understanding my needs as well as seeing through the process, but honestly the whole team were great. I can't recommend them enough and would definitely use again.

James · 16 October 2025 · Arnolds Keys - Norwich Aylsham

★★★★★ 5/5

Google

Friendly and efficient service from both Natasha and Fleur. Made the sale as stress free as they could. Any issues that came from other parties were dealt with very well.

Markos1963 · 16 October 2025 · Arnolds Keys - Norwich Aylsham

★★★★★ 1/5

Google

Absolutely dire company, especially Harry, if you were thinking about letting a property my advice would be look elsewhere as some companies actually care ! Arnold's Keys definitely don't!

Geoff · 14 October 2025 · Arnolds Keys - Norwich Norwich (2 Prince Of Wales Road)

★★★★★ 5/5

Google

Great local estate agents. Patient and attentive on a challenging lengthy sales process. Particular shout out to Fleur our sales progressor who was exceptional. Ultimately she kept us in the process with excellent communication throughout.

Oliver · 16 September 2025 · Arnolds Keys - Norwich Aylsham

★★★★★ 5/5

Google

Fantastic experience buying a house through Arnold Keys. Fleur was exceptional in keeping us updated and helping progress a complex sale. They were professional, patient, understanding and courteous. Honestly could not have asked for a better estate agent. Everybody at the branch is friendly and helpful. A truly deserved 5 star experience.

Aaron · 16 September 2025 · Arnolds Keys - Norwich Aylsham

★★★★★ 1/5

Google

The start of our tenancy went very smoothly, and attaining the keys and completing the forms wasn't such a hassle. However we've just left our previous place, and trying to get a hold of our deposit has been a nightmare. The staff seem to only communicate when something is needed from the tenant. All other contact seems to be ignored. After waiting 2 days for a reply to my email I phoned the office, only to be told I'll receive a reply when someone is back. And of course I didn't. Feels extremely unprofessional. We also had several issues with Arnolds Keys during the later stages of our tenancy. Our boiler had started to stop working and when Arnolds Keys sent someone to fix it, it ended up not working at all, and we were given 0 information on how to get it working again. In addition to this we had viewings arranged for people to view the flat to rent after we'd left, not once did anybody turn up when we were expecting them. This would've been fine, if it weren't for the fact that nobody had let us know it wouldn't be happening. Just left us waiting all day. Be cautious when entering into business with Arnolds Keys, I can't speak for other branches however the Norwich team seem to care very little about their clients unless it benefits them in any way.

George · 14 July 2025 · Arnolds Keys - Norwich Norwich (2 Prince Of Wales Road)

★★★★★ 1/5

Google

The start of our tenancy went very smoothly, and attaining the keys and completing the forms wasn't such a hassle. However we've just left our previous place, and trying to get a hold of our deposit has been a nightmare. The staff seem to only communicate when something is needed from the tenant. All other contact seems to be ignored. After waiting 2 days for a reply to my email I phoned the office, only to be told I'll receive a reply when someone is back. And of course I didn't. Feels extremely unprofessional. We also had several issues with Arnolds Keys during the later stages of our tenancy. Our boiler had started to stop working and when Arnolds Keys sent someone to fix it, it ended up not working at all, and we were given 0 information on how to get it working again. In addition to this we had viewings arranged for people to view the flat to rent after we'd left, not once did anybody turn up when we were expecting them. This would've been fine, if it weren't for the fact that nobody had let us know it wouldn't be happening. Just left us waiting all day. Be cautious when entering into business with Arnolds Keys, I can't speak for other branches however the Norwich team seem to care very little about their clients unless it benefits them in any way.

George · 3 July 2025 · Arnolds Keys - Norwich Norwich (2)

★★★★★ 1/5

Trustpilot

Awful company to deal with (commercial…

Awful company to deal with (commercial side). Rude and patronising staff, zero communication unless chased multiple times and so bad that we gave up and went for premises with a different estate agent. They lied to us more than once and having spoken to other business owners who have used them this is definitely not exclusive to us. I would avoid at all costs.

Benny · 6 June 2025 · Arnolds Keys - Norwich Aylsham

★★★★★ 1/5

Trustpilot

Dreadful

Wasn’t a score lower than 1 star but I’d have given minus 5 if I could. Terrible company to deal with. The only times I’ve heard back from them is if I’ve chased. We’re now thousands of pounds down in solicitors fees and weeks with an empty unit because I can’t arrange for any of the heavy machinery to be ordered in ready for opening because of the non existent communication….ten weeks into securing the lease on our tiny unit. Nothing complicated in the lease at all! Steer clear if you’re looking for a smooth transaction without extra added stress

Sarah · 19 May 2025 · Arnolds Keys - Norwich Norwich (2)

★★★★★ 5/5

Google

A fantastic team who were super helpful with a (very difficult!) purchase of a property! Special credit to Fleur and Nicole who were informative and very quick to assist! Thank you all! :)

Jak · 27 April 2025 · Arnolds Keys - Norwich Aylsham

★★★★★ 5/5

Google

Sold a property with Arnold Keys and it was a thoroughly professional service from start to finish. All my queries were dealt with immediately and I always felt like my sale was important to them (despite it almost certainly being the lowest value property on their books). Special mention to Fleur who was instrumental in us reaching the point of exchange and completion, I really don't think it would have happened (and certainly not as quickly) without her continued pressing. Would definitely use Arnold Keys again, 100%

Kenny · 23 April 2025 · Arnolds Keys - Norwich Aylsham

★★★★★ 4/5

Google

Ready helpful, friendly folk. Efficient service

Robert · 19 April 2025 · Arnolds Keys - Norwich Norwich (2)