Trusted Agent profile
★★★★★
1,360 reviews across 9 offices and 2 platforms
Rook Matthews Sayer has nine offices, in Whitley Bay, Morpeth, Ashington, Newcastle Upon Tyne (two offices), Bedlington, Amble, Hexham and Alnwick. Together they have 1,360 reviews on two platforms, rated 4.7 out of 5 overall.
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Rook Matthews Sayer's nine offices, most reviewed first. Each has its own page.
Showing 632 reviews on Google only. Show every review
4/5
GoogleClaire was my contact at RMS and she was unfailingly responsive, friendly and clear in taking us through the process. Overall an excellent service and professional care. Many thanks.
Hi John, many thanks for taking the time to leave our Alnwick branch 4 shiny stars! We thoroughly enjoyed reading your review and we're sure Claire and the rest of the Alnwick branch did too!
5/5
GoogleI would highly recommend the Alnwick branch as I have just sold my house through them. Claire & Brenda were very professional & responsive to both me & prospective buyers. Thank you very much for a quick and stress free salePositiveResponsiveness, Professionalism
Hi Dawn, wow thank you for taking the time to leave five stars and a high recommendation. It's fantastic to read such kind words about Claire & Brenda, they're very highly valued members of the Rook Matthews Sayer team! Many thanks again.
5/5
GoogleWe were buying through RMS Alnwick and I was impressed that Claire kept communication flowing throughout the process which kept everybody on top of their tasks. Friendly and professional. Thoroughly impressed! Many thanks.PositiveResponsiveness, Professionalism
Wow, thank you for taking the time to write us a review, I thoroughly enjoyed reading it and I'm sure Clare did too! We hope to be of assistance to you again in the future, should you require it. Many thanks again!
5/5
GoogleFrom early interactions with the Alnwick branch and submitting a successful bid, Brenda was reassuring and great were her advice. Covid didn't stop the communication with branch manager, Sarah sustaining communication throughout. On the day of completion it was problematic due to delays with the services of the Building society releasing funds. With lots of calls going on in the background by ourselves (buyers), Sarah was persistent with her engagement with both sets of Solicitors and had she not been the completion would definitely not have happened. Her experience shone through and she was professional during all communications. Can't thank her enough!!PositiveResponsiveness, Quality, Professionalism
Hi Paul, Thank you ever so much for taking the time to leave us such a fabulous review. We really enjoyed reading your kind words and it's lovely that you think so highly of both Sarah & Brenda. I will be sure to pass on your comments. Thank you again!
5/5
GoogleThank you so much for making our house sale as easy as possible. We sold during lockdown and the team have managed to complete for us despite the massive pressures on them. Well done everyone in the Alnwick branch especially Brenda and ClairePositiveResponsiveness, Quality, Professionalism, Value
Dear Christine, thank you for leaving five shiny stars for our fantastic Alnwick team, specifically Brenda & Claire! We really appreciate you taking the time to leave such a kind review. Thanks again!
1/5
GoogleShockingly slow and unresponsive agency. Calls aren't returned, emails aren't checked, they genuinely do not care about the tenants of their clients. I moved into a house they managed, which was absolutely filthy when I moved in, had most of its light bulbs broken and no oil in the tank, so I was left needing an emergency delivery, with no way to heat the property or water until that was dropped several days later. After repeated issues, I completely gave up on contacting them. It was easier to contact the landlord, who offered much better service from his home in the Middle East, than the team 15 minutes away in Alnwick. Now that I have given up the property and moved, I have had multiple calls and emails ignored, as I chase the return of my deposit and payment for the oil I bought as I exited, to ensure that the next tenant doesn't start as I did, cold and uncomfortable. I hope that while emails and answerphone messages are completely ignored, someone reads Google reviews. Truly awful performance.NegativeResponsiveness, Professionalism
Dear Gavin, First of all many apologies that you were disappointed with our service on the property you moved into over three years ago. We have investigated this with our Lettings Manager and his team. With regards to emails and calls we do always aim to return them within a timely manner and do have an automated response on regarding delays due to covid-19, which I have been informed you were sent. Our lettings department is closed over the weekends, which is why there were delays in responding to your Friday evening and weekend emails, as previously explained to you by our Lettings Manager. In response to the repair issues we have spoken to the repairs and maintenance team, who have checked their records and confirmed that all emergency repairs reported to them were completed within a timely and acceptable manner. When you moved in 3+ years ago, the property did pass it's inspection and tenants are advised to thoroughly check the inventory and raise any concerns to be rectified. With reference to the oil, although it is the responsibility of the tenant to cover the cost of it, which is standard procedure when it comes to utilities, the lettings team did still contact the landlord as per your reimbursement request. We have been informed that the previous tenant, although not his responsibility, did kindly leave enough oil to cover you for a few days until you purchased your own. The delay in the refund of your deposit is due to pending deposit reductions, which you have been informed of. This is standard procedure and is being followed up regularly by our lettings team. We hope you’re happy in your new home.
5/5
GoogleRang to register my details with RMS Alnwick, as looking for my ideal property, in a ideal location. Maureen was most helpful, she paid attention to my needs & requirements. It was obviously very important to her to find me my dream house. Thank you so much Maureen, I really appreciated your attentive service.PositiveProfessionalism
Hi Shelia, Thank you for taking the time to leave our Alnwick branch five gold stars and a lovely review! We really enjoyed reading your review and we're sure Maureen did too. We hope to be of service to you again in future, should you require it!
5/5
GoogleFantastic service from beginning to end from Maureen. Nothing was a problem from her, very friendly and proactive, getting answers to my questions quickly and making me feel like a valued customer. Faultless customer service. Also Jessica was a great help with an issue we had, great service all round.
Dear Lisa, thank you for taking the time to leave Rook Matthews Sayer Alnwick & specifically Maureen & Jessica such a lovely review, it was a pleasure to read. We're very pleased to hear about how happy you are with the service received. Thanks again!
5/5
GoogleJust want to say a huge Thank You to Maureen from the Alnwick Office. I have spoken to her two or three times now, and she is always the same. Polite, professional, informative and more importantly nowadays she takes the time to listen to what you are looking for and does her best to make sure that is what you are shown. We live in a world that has changed beyond belief, and Maureen is one of those people that just makes you feel you matter. We hope that when we find a property it is with a lead from her. Thank you so much Maureen, the world still has good people in it.PositiveResponsiveness, Professionalism
Thank you very much for taking the time to leave our Alnwick team and specifically Maureen such a detailed and kind review. Maureen is a highly valued member of the Rook Matthews Sayer family and we are glad to read you've received 5 star, professional service from our team. Many thanks again
5/5
GoogleRMS came with recommendation . Great at communication and contacting both solicitors. Always answered the phone and got back to us in a timely manner . At times one member of staff could be a bit pushy . All in all I would reccomend them .PositiveResponsiveness
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.
5/5
GoogleThe team at Rook Matthew Sayer were patient, professional and personable. Throughout the process of purchasing they were available and gave sound advice and were very generous with their time. Can't thank them enough.PositiveResponsiveness, Quality, Professionalism
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.
1/5
GoogleUnfortunately as a first time buyer I was no expert on how the process worked, yet it appeared I was supposed to know everything. I was threatened that the house would go to someone else if I couldn’t get a necessary process sped up and after speaking to my mortgage adviser they could not believe the agent didn’t know the process and time frames. I was given a deadline to sort out a process I had zero control over. When asked why no one had raised it earlier that there was an issue I was advised ‘we have been busy’ and when I advised I was a first time buyer and would appreciate a bit more guidance I was told to contact my mortgage adviser. They just want the commission and don’t care how they make you feel. I had been warned not to go near Rook Matthew Sayers by friends and family but decided to give them the benefit of the doubt, I wish I hadn’t. No one I have spoken to who bought houses at a similar time could actually believe the way they had been and said that buying their houses was the best experience. Such a shame that such a big milestone in our lives was made to be one of the most unpleasant points in our lives.NegativeProfessionalism
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.
5/5
GoogleProtecting my interests at every point , totally professional, honest , transparent , incredibly patient.. Cheryl has a great team , literally the best estate agent in Morpeth by far .Thank you for your service and kindness .PositiveResponsiveness, Quality, Professionalism, Value
Hi Joanne, thank you for taking the time to leave us five shiny stars! We thoroughly enjoyed reading your review and we're sure Cheryl & the rest of the team did too. Many thanks again
1/5
GoogleRating only, no written review.
Dear Mr Hall, We are very disappointed to receive your 1* review. I can confirm that I’ve checked with our Ashington branch and there is no record of you on their system, so we are unsure as to when you instructed Rook Matthews Sayer Ashington. We have no record of working with you. We take our customer service seriously and it is rare for us to receive such a low review .If you would like to discuss the matter further please feel free to email marketing@rmsestateagents.co.uk and our marketing team will be able to assist you further.
5/5
GoogleGood service.
Dear Frederick, thank you for leaving our Ashington branch 5 stars, we're very pleased to hear that you received good service.
5/5
Google1st class professional service
Wow Sandra, thank you for taking the time leave us 5 fantastic stars!
5/5
GoogleGreat service, amazing customer service.
Hi Sophie, thank you for taking the time to leave us 5 gold stars!
5/5
GoogleGreat all round service. Especially in these unprecedented timesPositiveResponsiveness, Professionalism
Wow, thank you Gary! So glad we were able to provide you with a 5 star service!
5/5
GoogleJust sold my Mam’s bungalow, the service I received was spot on and couldn’t find a fault, I would highly recommend the team.PositiveResponsiveness, Quality, Professionalism, Value
Dear John, thank you for taking the time to leave our Ashington branch a review of recommendation and 5 gold stars, we really appreciate it.
5/5
GoogleZowie Robinson, at RMS is an absolute star, always helpful and extremely efficient.
Dear A Mason, thank you for taking the time to write lovely words about Zowie at our Ashington branch!
1/5
GoogleThe Morpeth branch is the worst estate agent I have ever had the misfortune of dealing with. I must point out this was back in 2014, it can only be hoped that they have improved.
5/5
GoogleAll staff were so understanding with the difficult situation of selling a family home. Regular updates meant we were always aware of what stage we were at. Would recommend.PositiveProfessionalism
Hi Andrew, Thank you for taking the time to leave us 5 gold stars and such a kind review. Hope we can assist you again in future, should you require it!
5/5
GoogleFrom my first phone call to my last phone call I could not have asked for better service. Zowie Robinson (and the rest of team when she wasn’t available) was absolutely amazing, going above and beyond to make the journey as stress free as possible. I was a first time buyer so a little unsure of how things worked but Zowie offered all the reassurance I needed, and in a language I understand, so there was no jargon or bamboozling. I would not hesitate to use their services again, hopefully not my last purchase. Thank you all so much for the lovely, nearly, hassle free experience. Jayne H (Norris) xxxPositiveResponsiveness, Quality, Professionalism, Value
Hi Jayne, thank you very much for the kind review. We are so glad our Ashington team and specifically Zowie was able to provide you with excellent customer service. I will be sure to pass on the kind comments to her and the rest of the team. We hope you're very happy in your first home Jayne, from all here at Rook Matthews Sayer!
5/5
GoogleI listed a property for sale in Newbiggin by the Sea with RMS in Ashington. Right from the outset they were professional, easy to deal with and very responsive to any and all of my queries. They sold the property very quickly within the price range that we had previously agreed and then followed up all of the links with solicitors to ensure that the sale progressed smoothly. I have absolutely no hesitation in recommending them to sell any property in the area.PositiveResponsiveness, Quality, Professionalism, Value
Hi Alex, thank you ever so much for taking the time to write such a kind, detailed review. It was a pleasure to read and I'm sure our Ashington branch feel the same! We're very pleased that the whole process ran smoothly for you. We hope to be of assistance to you again in the future! Thank you, again.
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Whitley Bay has the most, with 739 reviews rated 4.8 out of 5, followed by Morpeth with 734.
The nine Rook Matthews Sayer offices, by town:
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