Grantley - Godalming estate agents in Guildford and Godalming

Thank you for your review, Francisco. It was a pleasure finding you a home and making sure that you were happy there. We wish you all the best for your future and your new chapter. Mark and the Grantley team.

Dear Ali, thank you for sharing your experience! We hope you enjoy your new home and I will be sure to pass the feedback onto Lynne and Helene. Mark and the Grantley team

Hi Katie, Thank you for your review. We are sorry that you were disappointed not to have the opportunity to view this property. For clarity, when you requested a viewing at 5.30pm on Thursday, we were unfortunately unable to accommodate that time and therefore booked you into our next available appointment at 11.15am on Friday. The successful applicant had already viewed the apartment at 4.00pm on Wednesday and submitted their offer on Thursday morning. The landlord was made aware that further viewings had already been arranged, including yours, but decided that they wished to proceed with the offer they had received. A significant factor in their decision was that the applicant was in a position to move into the empty apartment immediately. We appreciate that this is frustrating when you are actively looking for a property, but ultimately it is the landlord who decides whether they wish to accept an offer or wait for further viewings. Unfortunately, in a competitive rental market this does sometimes mean that properties are agreed before everybody who has expressed an interest has been able to view. We also try to respond to every enquiry as quickly as possible and to understand each applicant’s circumstances before arranging and recommending properties. In this instance, we had not received a completed registration form from you, meaning we had very limited information about your requirements and circumstances. We completely understand the disappointment of missing out on a property, but we do not believe it is fair to suggest that applicants are deliberately not given an equal opportunity or that no effort was made. The property was simply offered to, and accepted by, the landlord following an earlier viewing and offer.

Thank you so much for such a lovely review, Layla. We really do appreciate you taking the time to write this. It’s great to hear that the move went smoothly. Moving house can be stressful enough, so knowing we helped make things that little bit easier is exactly what we hope for. We’ll also make sure Gemma sees your lovely comments. I’m sure she’ll be very pleased! Thank you again, and we hope you’re very happy in your new home. Best wishes, Charlie & the Grantley Team

Thank you so much for such a lovely review, Layla. We really do appreciate you taking the time to write this. It’s great to hear that the move went smoothly. Moving house can be stressful enough, so knowing we helped make things that little bit easier is exactly what we hope for. We’ll also make sure Gemma sees your lovely comments. I’m sure she’ll be very pleased! Thank you again, and we hope you’re very happy in your new home. Best wishes, Charlie & the Grantley Team

Thank you so much for the lovely review, Matt, we really appreciate it! It was a pleasure helping you and the team find your new home. I hope the move went smoothly and you’re settling in nicely. Thank you again for taking the time to leave us such a kind review. All the best, Charlie & the Grantley Team

Thank you very much, Adam, really appreciate you taking the time to leave such a lovely review. It was a pleasure helping you through the process, and Lisa and I are both really pleased you had a good experience with us. Wishing you all the very best in your new home! Charlie and the Grantley team

Thank you so much for the lovely review, Matt, we really appreciate it! It was a pleasure helping you and the team find your new home. I hope the move went smoothly and you’re settling in nicely. Thank you again for taking the time to leave us such a kind review. All the best, Charlie & the Grantley Team

Thank you very much, Adam, really appreciate you taking the time to leave such a lovely review. It was a pleasure helping you through the process, and Lisa and I are both really pleased you had a good experience with us. Wishing you all the very best in your new home! Charlie and the Grantley team

Lily, thank you so much for the very kind words we hope that your onward move went well and you are happy in your new home

Hi Tia, thank you so much for sharing your experience. So pleased to here that Marta had looked after you, long may it continue! Mark and the Grantley team.

Thank you for taking the time to leave a review. We are sorry to hear that you feel dissatisfied with your tenancy experience. However, we feel it is important to provide some factual context to the points raised. We note that prior to the commencement of the deposit discussions, your review of our service was recorded as 5 stars. It is disappointing that this has subsequently been amended to a 1-star review following the start of the deposit negotiation process. Regarding the utilities, the electricity supply was fully operational when you moved into the property. The previous occupier had, without the landlord's or agent's permission, changed the electricity meter from a conventional credit meter to a pre-payment meter. Prior to your tenancy commencing, your Property Manager, Marta, contacted you to explain this arrangement and advised that, as utility providers will only discuss account matters with the account holder, you would need to contact the supplier directly should you wish to have the meter changed back to a standard credit meter. With regard to the oven, your tenancy commenced on 1 June 2025. The issue was first reported on 16 June 2025, following which a contractor attended to diagnose the fault. By 19 June 2025, instructions had been issued to replace the appliance, and our records show the contractor's invoice for the completed works was received on 23 June 2025. We therefore acted promptly once the issue was reported to us. Concerning property viewings, our records show that only three viewings took place towards the end of your tenancy, all of which were arranged with your consent. Two additional viewings were scheduled but subsequently cancelled once an offer had been accepted on the property. In relation to your deposit, Grantley is not seeking to make a claim for utility charges. As managing agents, we do not pursue dilapidation claims ourselves; we simply communicate any claims made by the landlord. The amount currently being held relates to an outstanding balance showing on the utility meter. We have asked that you contact Scottish Power to establish the cause of this deficit, as utility providers will not discuss account matters with us on behalf of an account holder. The only deduction proposed by the landlord relates to cleaning items identified within the independent check-out report, which compares the condition of the property at the end of the tenancy against the independently prepared inventory report completed at the start of the tenancy. Finally, regarding key return, our check-out instructions were issued to you on 27 April 2026 and opened on 28 April 2026. These instructions clearly stated that keys were to be returned to our office at the end of the tenancy. Given that over six weeks' notice was provided, we are unclear why a last-minute Uber journey became necessary. We appreciate that moving home can be stressful and we regret that you were unhappy with certain aspects of your tenancy. However, we believe the above points demonstrate that matters were handled appropriately, within reasonable timescales, and in accordance with both our obligations and the limitations imposed upon us by third-party utility providers and tenancy regulations.

Thank you for your review, Claudia! Really pleased to hear that you have had a good experience and hope that it continues. Mark and the Grantley team

Thank you for your review, Claudia! Really pleased to hear that you have had a good experience and hope that it continues. Mark and the Grantley team

Thank you for the review Ben!

Thank you Emma, that is very kind of you is leave such feedback. We are very lucky to have Sam on our team. We hipe that you continue to enjoy your home. Mark and the Grantley team

Thank you for sharing, Esra!

Dear Eve, thank you so much for sharing your experience. We are really pleased that is was positive, we are very lucky to have Sam. We wish you the best of luck with your move and sorry to see you go. Kind regards, Mark and the Grantley team

Hi Mateusz, thank you for such a detailed review, we are so happy that you felt looked after and we wish you every happiness in your new home. Mark and the Grantley team

Hi Andy, thank you very much for the kind words. We hope that you are happy in your new home. Mark and the Grantley team

Thank you for taking the time to share your experience, we are pleased that it has been a good one. Mark and the Grantley team.

Dear Ioanna, Thank you so much for sharing your experience. We are really pleased that it was a good one and we wish you all the very best in your new home. Mark and the Grantley Team

Thank you, Jo. So pleased to hear that it was a good experience with our Haslemere team and wish you all the best for the future. Mark and the Grantley team

Thank you for sharing your experience. We are genuinely sorry that you feel your final years in the property were overshadowed by these events, particularly after such a long tenancy of over 18 years. We appreciate that moving home after such a significant period can be emotional and stressful. For clarity, we would like to address the specific points raised: Deposit and alleged rent arrears The only matter queried at the end of your tenancy related to potential unpaid rent. Our accounting system indicated that there may have been one month’s arrears. As managing agent, we are obligated to investigate any such discrepancy before authorising the release of a tenant’s deposit. Your tenancy began in 2007 and has been managed by three different agents over that time, with rental payments made via more than one institution. Reconciling historic records within four days of notice to vacate was a reasonable and necessary due-diligence exercise. Once the Landlord confirmed that our system was incorrect and that no arrears existed, your deposit was returned to you in full without deduction. At no stage did Grantley seek to apply any charge contrary to the Tenant Fees Act 2019. Any suggestion that we attempted to levy unlawful fees is categorically denied and, if repeated, will be robustly defended. Carpet replacement and rent review discussion (January 2025) With regard to the concerns raised about the carpets, we took your complaint seriously at the time. We accepted your account of the conversation, reassigned the property manager, and issued a formal apology. We would also note that in your written notice you stated: “re the carpets, as for the longest time I didn’t want to replace the carpet in the hall.” Our understanding of the original discussion was that the Landlord was willing to consider replacing the carpets but would also wish to review the rent, which was below current market value. If that message was delivered in a way that caused offence or distress, we reiterate our sincere apology. We are pleased that you have been able to move into a new home that suits you and wish you every happiness there. We genuinely hope you are able to draw a line under this chapter and move forward positively in your new home. Mark and the Grantley Team