Trusted Agent profile
★★★★★
1,363 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 1,363 reviews on two platforms, rated 4.7 out of 5 overall.
Rook Matthews Sayer's nine offices, most reviewed first. Each has its own page.
Newest first, from every platform, with the office each review is about. First names only.
5/5
GooglePoor Ellie must have had the hardest sale of her life, and through no fault of her own. She was a gem from start to finish and ensured we actually got to the finish line. Hurrah and thanks to RMS West Denton.
Dear Dianne, thank you for another 5*'s, this time for our West Denton branch. Ellie is indeed a gem and she is a credit to our company. We greatly appreciate you taking the time to leave such a fantastic review for our team at West Denton.
5/5
GoogleI would highly recommend RMS West Denton to buy and sell through. Communication was effortless and emails with questions or queries were answered so fast. The team often rang throughout the process to update and guide us, you would never be left to feel confused or unsure about the process, no question would be a silly one if the process is new to you.
Dear Daryl, thank you very much for spending the time to give our West Denton branch such a wonderful 5* review.
4/5
GoogleFirst time dealing with Rook Matthews West Denton and Ellie has been great chasing up progress for me as a buyer! Lovely welcome pack too, such a homely touch!
Dear Pat, thank you for leaving this review. It's so nice to see you felt looked after by RMS West Denton. May we ask what would make you give 5*'s? Feel free to email marketing@rmsestateagents.co.uk
5/5
GoogleFabulous customer service at West Denton branch, Bruce Walker stand out as stars. Very active in getting things done! great communication with a friendly approach. Keeps the customer in loop even help's with filling the technical details in the forms. I would highly recommend Rook Matthews West Denton branch to anyone thinking of selling their house.
Hello Muhammad, thank you for the shiny 5* review for our West Denton branch. We're glad our team could help you every step of the way.
1/5
GoogleArranged for a viewing on 20th November, the agents called back and changed this to the 27th November. I stood outside the property for half an hour in the snow, and the agents did not turn up. No message was left on my phone and nobody would answer the phone in the office. There was no forwarding number. Really disappointed and feel bad for the seller who is completely unaware that they may have had a buyer but because of RMS's no-show they do not.
Hello there, sorry to read this post. We were very surprised to hear this, so carried out investigations immediately. After a discussion with the branch, I can confirm that our accompanied viewer was at the property from 12pm until after 12.40pm, as there were viewings before your time slot at 12.30pm. Due to a no show client before your appointment, our accompanied viewer waited for you outside the front of the property (which is the only entrance to the property) from 12.15pm until after 12.40pm, perhaps there was some confusion regarding your viewing time or the agreed meeting place? While we appreciate that you called the branch at 12.43pm, 12.47pm and again at 12.56pm you did not leave a voicemail message so we couldn't respond, additionally our staff were busy assisting other clients at the time. I can assure you, had you left a voicemail message our Jesmond team would’ve returned your call as soon as someone was available to do so. We’re sorry that you missed your viewing, but if you’d like to rearrange I can confirm the property is still on the market and our Jesmond team would be happy to rearrange this for you.
5/5
GoogleRating only, no written review.
Dear Alison, thank you for leaving our Alnwick team 5 shiny stars!
5/5
GoogleThe service has been excellent - reliable, professional and supportive throughout the whole selling process. I was kept fully informed of sale progress and am pleased I chose this agent to act on my behalf.
Dear Martin, thank you so much taking the time to leave RMS Alnwick 5*s. We're so glad you chose to use us too!
5/5
GoogleAll my business was conducted efficiently and I was kept informed at all times at each stage of selling and buying. Maureen and Claire were both skilled communicators and always rang back when promised, something which cannot be relied upon from other businesses.
Dear Valerie, thank you for leaving our Alnwick team and specifically Claire & Maureen 5 stars and a lovely review. Very pleased that they were able to provide you with great service throughout both a property purchase and property sale. Thanks again!
5/5
TrustpilotRemortgage help!
Just finished completing my latest remortgage, can't fault the service Alistair B was so helpful any query I had he was there to help the situation and get us through our mortgage deal smoothly. Really recommend him for helping us get through at just the right time. Thanks again!!
Dear Katlin, thank you so much for leaving this wonderful 5 star review for our mortgage advisor Alistair.
5/5
TrustpilotFantastic service from Alistair
Fantastic service from Alistair, helped us with the whole process of renewing our mortgage.
Dear Joanne, thank you so much for taking the time to leave this lovely review for Alistair.
5/5
TrustpilotRMS West Denton
Just about to complete on the sale of my late aunties property in what has been a very difficult and emotional time the staff at RMS West Denton have been amazing. Bruce and Ellie have been so professional, kind, patient and understanding x Ellie I don’t think I’d have got through last couple of weeks without your help and kindness you are a star and a credit to RMS Thank you all
Dear Michelle, thank you so much for this wonderful 5* review for RMS West Denton. Selling a house is known to be one of life's most stressful tasks so we are glad Bruce and Ellie were able to help you through it.
1/5
TrustpilotVery bad customer service:
Very bad customer service:We went with RMS Ashington branch to sell my old family house which I inherited. I wanted a local estate agent with local knowledge and experience of the area. After speaking to an few of the competitors I regrettably went with RMS as on their initial meeting sounded positive, enthusiastic and eager. How could I be so stupit to be lured into their false sales pitch. Angela promised us the earth however delivered dirt.Angela lied to us on so many occasions, I lost count. She clearly would say anything, as long as they got our business.Angela valued our house and advised to go with an offers over price £10k less than value to get people through the door. I thought that this price was slightly too high, but went with her judgement. She also stated that she would be doing the viewings which was a selling point for me due to her enthusiasm to sell (This was a lie, which she later denied stating). I also asked if their fees were negotiable, to which she immediately said that if the house didn't sell after the 12 week contract they would reduce the fees by £100. I informed her that if the house didn't sell after 12 weeks in the current climate I would be going with another estate agent, as at that time houses were selling as soon as they went to market. Therefore that discount was pointless. We agreed to a £100 discount should the house not sell within the first 6 weeks, which she said wouldn't matter anyway as she was certain the house would sell within 2 weeks. After 5 weeks of only a handful of viewings, and no feedback I contacted RMS and asked what their marketing strategy was. Angela suggested that I should help by marketing the property myself through friends and social media. I'm sure that's what I pay the sellers fee for: why should I do your job for free??? after 8 weeks with only 2 very low (well below the offers over price) offers and viewings had dried up, Angela suggested that we drop the asking price. Angela was informed previously after the low offers that we were in no way accepting or entertaining anything below the offers over price, as she had valued the property £10k over this figure. She tried to convince me that this would get more people through the door. Clearly she went to a different business school to me as I advised her, yes it would attract more leads, however it would also attract more low offers; even lower than the previous one, now that the price is lower which I reiterated; I wasn't interested in.After 10 weeks we finally accepted an offer for the agreed price. Due to an error with our solicitor; RMS's fees were not paid directly, or so I thought, so I rang the office on the 1st working day after the sale. They informed me that their fees would have been paid, so don't worry. 3 months passed, where my solicitor realises his mistake when sending out his receipt of payment and states that an error had occurred and RMS's fees were still outstanding. Not a problem, I thought. My thoughts were at the time of sale that the fees hadn't been paid and was surprised when I was told differently. RMS Accounts rang me the very next day (after receiving the email from my solicitor the previous evening) asking for the non-discounted fees. I informed the accounts dept. that there was a £100 discount to apply to the invoice. They knew nothing about this so put me through to Angela at the Ashington Branch.Angela suddenly suffered with amnesia, stating that she never offered a discount, never has and never will offer discount on their fees as they are fixed. Because that the bill is 3 months overdue, and they have tried numerous times to contact me, even if they could, they would not honor the discount. I informed her that I've had no contact from RMS, other than me queering if their fees had been paid straight after the sale; when have you tried to contact me, bearing in mind she had my telephone number, address and email. Angela's reply was that she called my sister-in-law (no interest in the property at all) yesterday, and that was it.In a nutshell: they will do anything to get your business: promising you the earth but in reality, once they have you on their books and the contract is signed, they lose all interest hoping the house will sell itself, so they don't have to work for their commission.It's estate agents like Angela from RMS that give estate agents a bad name.
Dear Dave We’re so disappointed to receive this review as we pride ourselves in our outstanding service throughout the company. We take all reviews very seriously and in turn we have investigated your comments, starting from the initial valuation. From emails sent from our system we can see that Angela had a discussion with whomever was present at the time of the valuation, and had stated that during normal housing market conditions, she would estimate the value of the property to be in the region of £165,000.However, she also explained in person, that the housing marketing was experiencing very high demand for properties (like yours) which in turn pushes prices higher; both through the lack of property availability and multiple offers that are received. Therefore, in the unprecedented time of high market activity she was happy to recommend a slightly higher initial asking price of £175,000 to £180,000. The strategy behind offering a price reductions is some buyers are only looking up to a certain amount, therefore the property will appear in searches to those new potential buyers. Considering the property completed for £175,000, £10,000 more than its initial value we think this is evidence on Angela’s knowledge of the market. All seven of the viewings were accompanied by either Angela or Ashington’s accompanied viewer, both of whom would be eager to sell your property.As for a discount, any discounts would be stated on the agency agreement contract and having checked this I’m afraid one was not included in your agreement to which you signed. Our accounts department had tried on many occasions to make contact with your solicitor regarding the overdue payment however they did not reply, we usually receive payment within 7 days from solicitors. When they eventually did reply a month later, they informed us that you would be paying us directly, which is when our accounts department made contact with you. We hope this clears up any confusion regarding business strategies or discounts.
5/5
TrustpilotThe service provided by RMS once we…
The service provided by RMS once we decided to sell our house has been excellent. All of the staff are friendly, knowledgeable and efficient. I couldn’t ask for more and would certainly recommend them 100%RMS Gosforth Branch did the ‘job’
Dear Joyce, thank you so much for taking the time to leave this lovely 5* review! RMS Gosforth will be thrilled to read this. Thank you also for your recommendation, we truly appreciate this.
5/5
TrustpilotThe staff are always friendly
The staff at Blyth branch are always friendly, taking time to get to know their customers.Plus, they deliver an excellent service.I can highly recommend them.
Hello, thank you so much for taking the time to share your review of our service. RMS Blyth will be so happy to receive your feedback!
5/5
TrustpilotWent into RMS Gosforth one day
Went into RMS Gosforth one day, looking for a flat in my desired area. Ellie took my details and as if by magic, the next day, she was showing me around my new home to be.Now, if that not fast and efficient, what is.Also thanks to the rest of the Gosforth Team, who have been excellent.
Thank you so much for this fantastic 5* review! The team in Gosforth will be thrilled to see your feedback.
5/5
TrustpilotProfessional
Professional, personable and incredibly well managed sale of my property. Would recommend to everyone.
Dear Andy, we believe you sold through our Gosforth branch and would like to thank you for firstly using our service and also leaving this wonderful 5* review. We're delighted you would recommend us.
5/5
TrustpilotGosforth RMS. Exceptional.
I have recently completed on the sale of a property with RMS Gosforth. The team are a credit to the larger company - friendly, efficient and at all times professional. They clearly understand their business and I would not hesitate to recommend. Thank you for making what I expected to be a painful process so easy and straightforward. From valuation to completion stage the service provided was exceptional.
Dear Sandra, thank you so much for taking the time to leave this wonderful 5* review for RMS Gosforth. They really are a credit to us and they provide exceptional service.
5/5
TrustpilotHouse sale
A very professional service from start to finish, the whole team were very helpful and friendly and made the whole process stress free, we would definitely use Rooks again
Dear Gillian,Thank you so much for this lovely 5* review for RMS Blyth. We're thrilled to know you would use us again!
5/5
TrustpilotRookies review
This is the second time I have chosen rook matthews sayers, the first was for my own property purchase and on this occasion was for a retirement property for my father, each time all of the staff have been friendly and helpful, nothing seemed to be a hardship, I wouldn’t definitely use them again and would recommend them to anyone.
Dear Chris, thank you so much for taking the time to leave this fantastic 5* review for RMS Gosforth. They will be thrilled to read your kind words.
5/5
TrustpilotVery friendly and effective…
Very friendly, efficient and effective - highly recommended in selling my aunts home with me acting as the power of attorney…
Dear John, thank you so much for taking the time to leave this fantastic 5* review for RMS West Denton.
5/5
TrustpilotAlistair Bowman Mortgage Advisor
Alistair Bowman has been my mortgage advisor since 2019 and has been professional and gave me great advice would highly recommend and wouldn’t go anywhere else.
Dear James, thank you for this wonderful 5* review for our mortgage advisor Alistair.
5/5
TrustpilotGreat Mortgage advice
Great advice and service during my recent house purchase. Would definately use again.
Dear Phil, thank you so much for taking the time to leave a 5 star review. We believe your review is for Alistair Bowman who is our Mortgage advisor from RMS Ashington and we're thrilled you would use our services again.
5/5
Trustpilot100% recommend
RMS Blyth were the agents acting on the house I’ve just purchased. Dawn was so professional, informative and understanding. Nothing was too much trouble and she was very friendly and supportive throughout the whole process. Wish i’d used them for my sale! Would 100% recommend.
Dear Angela, we're sure Dawn will be thrilled to read this review as she puts a lot of time and effort into her role as sales progressor. It is a job filled with highs and lows and she thoroughly takes it all in her stride with her calm and friendly manner. Thank you for taking the time to leave this lovely review for RMS Blyth and we hope you settle into your new home quickly.
5/5
TrustpilotEfficient and Welcoming
Fast, efficient service and a nice welcome at the new flat.
Dear James, thank you for the 5* review! We'd love to know which branch this was for if you could find the time to email us at marketing@rmsestateagents.co.uk
A review that appears on several offices' pages is shown once. We leave out reviews that name another agent.
Rook Matthews Sayer is among EA Masters 2026 winners.
EA Masters winners in three years, the group and its branches: 2019, 2020, 2026.
EA Masters by year, 2019 to 20202020 1 award EA Masters 2020 winners
2019 1 award EA Masters 2019 winners
Source: Best Estate Agent Guide 2027 results, as published. Earlier years link to each year's list.
Rook Matthews Sayer branches are among The British Property Awards 2026 winners.
The British Property Awards 2026: 2 Gold across two branches.
British Property Awards winners in six years, the group and its branches: 2021, 2022, 2023, 2024, 2025, 2026. A British Property Awards winner every year since 2021.
British Property Awards by year, 2021 to 20252025 5 Gold across five branches The British Property Awards 2025 winners
2024 7 Gold across five branches The British Property Awards 2024 winners
2023 7 Gold across five branches The British Property Awards 2023 winners
2022 6 Gold across four branches The British Property Awards 2022 winners
2021 4 Gold across three branches The British Property Awards 2021 winners
Source: The British Property Awards 2026 winners, as published. Earlier years link to each year's list.
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Whitley Bay has the most, with 743 reviews rated 4.8 out of 5, followed by Morpeth with 737.
The nine Rook Matthews Sayer offices, by town:
Yes. At EA Masters 2026 the group won Silver for Best Estate Agent Guide 2027, Sales. The group and its branches have also won 33 other industry awards since 2019.
