Rook Matthews Sayer estate agents in Whitley Bay, Morpeth, Ashington and 5 more

Dear Alexandra, thank to both you and your friend, it is lovely to hear that we received such a positive recommendation. We're so glad you received 5* service from both our branch staff and financial service provider. Thank you again for the great review!

Dear Matthew, thank you for taking the time to leave our Jesmond branch and specifically Neil, our financial services advisor 5 gold stars and a lovely review. We really appreciate the future recommendations and hope you're very happy in your new home.

Dear Vincent, We’re sorry you were unable to find the information you were looking for when navigating through our website. We do have a chat option online to help facilitate users, additionally our staff would be able to help with queries via email or phone at all 16 of our branches. If there is anything else we can help you with please feel free to email marketing@rmsestateagents.co.uk.

Dear George, Thank you for the 5 star review. It was a pleasure working with you.

Dear Ingvar, we're so glad that the team at Alnwick and specifically Maureen were able to ensure the smooth purchase of your home. Thank you for leaving a review and writing kind words about Maureen, we're sure she really enjoyed reading them. We hope you're very happy in your new home.

Dear Marguerite, we really appreciate the review and 5 shiny stars. It was lovely to read such kind words about our Alnwick team. We're glad they were able to assist you professionally throughout the process. Many thanks

Hi Sheena, thank you for taking the time to leave us 5 gold stars! It's very much appreciated!

Hi Stephen, thank you for taking the time to leave us 5 gold stars!

Dear Wendy, thank you for leaving our Hexham branch 5 shiny stars!

Dear Gary, thank you for taking the time to leave our Ashington branch five gold stars and a kind review. We're sure both the Angela and the rest of the leam enjoyed reading your review. Thank you again.

Hi Melanie, Thank you so much for taking the time to leave us 5 gold stars and a very kind review. We hope to be of service to you again in the future!

Dear Rick, thank you for taking the time to leave us five stars and a great review. We are very happy to read that you received professional service throughout your purchase. We hope you're very happy in your new home!

Hello Paul, thank you so much for your great review and those 5 gold shiny stars. We are delighted that you are happy. Thank you for taking the time to review us, we hope to be of assistance again in the future.

Hi Sarah, thank you ever so much for taking the time to write such a kind, detailed review. It was a pleasure to read and I know Alistair and the financial services team feel the same. We're very pleased that you felt safe in the Ashington branch. We hope to be of assistance to you again in the future! Thank you, again.

Hi Gary, thank you for taking the time to leave us such a fantastic review. It was lovely to read such kind words regarding Alistair, he's a very important part of the Rook Matthews Sayer family. We hope to be of assistance to you in again in the future!

Hello Trudy, We are very disappointed to receive your 1* review. I can confirm that we take customer service very seriously and it is rare for us to receive such a low review. I have spoken to the the manager at the West Denton branch with regards your review. We are sorry that you feel Barbara was unable to provide a high level of service, however, the manager has reassured me that Barbara spent an enormous amount of time chasing both sets of solicitors and without her doing so, the sale would not have exchanged and completed when it did. Perhaps the confusion surrounding solicitors was a miss communication, as the manager has also confirmed that the solicitor instructed by your mother is not on our panel and therefore not the solicitor we always use. Regarding the emails that are awaiting reply, Barbara and the manager have confirmed that phone calls took place in response to those emails, sorry you did not receive the responses in writing. Additionally, regarding the frustrations surrounding the fob, Rook Matthews Sayer did not have a copy of the fob and therefore relied on the seller and gardener to provide access, which although very frustrating I’m sure you can agree this is not the fault of Barbara or any other members of the team. Furthermore, when the branch chased the seller for the fob, to provide access for the viewing we found out that the seller was ill and was in hospital. This unfortunately delayed the viewing but was not something we could have rectified. While we understand how desperate you were for the keys and access to the property on the morning of completion, it is our duty to retain the keys until we receive confirmation from the solicitors that the funds have been transferred. Which again, we understand was disappointing for you, but due to Estate Agency legislation we could not allow you to have the keys prior to completion. Once the sale was complete and you were able to collect the keys Barbara was on the phone, so therefore unable to answer the door. I can assure you Barbara usually goes to the door with keys on completion and checks ID, she often has a quick chat too, but couldn’t on this occasion as she was on a call. I’m sorry you did not notice Barbara acknowledge you, the manager has confirmed that while he answered the door, she did acknowledge you. When he passed you the keys, wished you good luck and hoped you enjoy the new house and you asked where the fob was, he informed you that it would be in the bungalow for you. We hope this answers your points raised and we do wish your mother all the very best in her new property. Take care and stay safe. If you would like to discuss the matter further please feel free to email our marketing team marketing@rmsestateagents.co.uk.

Hi Debra, thank you for taking the time to leave our Whitley Bay branch 5 shiny stars and a review. We really appreciate your recommendation. Additionally, we are sorry you felt as though a member of staff was pushy. If you'd like to discuss the matter further please feel free to email us at marketing@rmsestateagents.co.uk and we will investigate the matter further. Thank you again.

Dear Olivia, Thank you for the 5 star review. We are pleased to hear you had such a smooth process, we hope you enjoy your new home.

Dear Honor, I have spoken to the branch staff regarding your review and they’re quite surprised to hear how upset and dissatisfied you are, as all of your communication with the team, including emails were all of a grateful and appreciative nature. As you know the property was incredibly popular, with multiple offers on the table, even going to best and finals. Your offer was accepted on the 29th March. However, by the 19th of April, 3 weeks later there was no mortgage valuation, no property survey and no mortgage offer. Which understandably caused concern for our client, the vendor. With regards to the ‘very busy’ comment this was not a response from our branch staff. We chased the bank regarding your mortgage application, to help try to progress the sale and the bank informed it was still with underwriting. Additionally, the bank emailed our branch to inform us of this and they used the phrase that they ‘were extremely busy at the minute’. It was not until the 28th April that we did we receive valuation and survey access. The branch were aware that the cause of the delay was due to an error with your mortgage application. After the team spoke with the vendor and relayed this information she became anxious due to the lack of progress and as there had been a high level of interest on the property, our client implemented a deadline: 1 week to have your mortgage application approved or the vendor would consider other offers. While we understand you were upset with the deadline imposed, unfortunately we take our instructions from our client, who was understandably frustrated with the delay on your side. As a company, we take instructions from our clients and while we understand buying a home can be stressful (especially for a 1st time Buyer), in some instances buyers may not like the pressure vendors impose and unfortunately in this case, due to your own circumstances the vendor felt as though she had no choice but to implement the deadline. We sincerely apologise if you found the process stressful, this was certainly not the branches intention nor related to any of our wrongdoing. The delays were caused by an administrative error from the insufficient information you provided to the bank and the bank being extremely busy. Both of which were out of our control. We wish you all the best for the future and do hope you’re very happy in your new home.

Hi John, thank you for leaving us five gold stars!

Hi Kathryn, Thank you for leaving us 5 shiny stars! I hope that we can be of assistance to you again in the future!

Dear Liz, Thank you for taking the time to leave Claire & our Alnwick branch such a great review. We are so happy to read of your five star experience. Thank you again!

Dear Lindsey, thank you for taking the time to leave our Alnwick branch and specifically Clare 5 shiny stars. We're very pleased to know you received amazing service!

Dear Ruth, thank you for taking the time to review our Alnwick branch and specifically David 5 stars. We're glad you received such professional service and we hope to help you find the house of your dreams! Thanks again