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

Dear Amber, thank you for taking the time to leave 5*s for Michelle and her team at Blyth. We hope you're very happy in your new home!

George, thank you very much for taking the time to write a review for our West Denton branch. Ellie & her team are high valued members of the RMS family and we're so glad they were able to provide with 5* service. Thank you again.

Dear Lauren, we're so glad the Blyth team were able to support you through your house sale, as well as find you a buyer at a price you're happy with. Thank you very much for the recommendation!

Dear Jodie, thank you very much for taking the time to write such an in depth review full of praise and lovely words. We're so glad that our team were able to secure you a buyer very quickly and at a price you were happy with. You're very welcome and hope you consider using RMS again in the future, thanks again!

Hi there, thank you for taking the time to leave 5 shiny stars for Neil, our fantastic mortgage advisor.

Dear Jacqueline, we're so glad that our Blyth team were able to provide you with enough details, photos and videos of your new home enabling you to purchase it comfortably and securely during such unprecedented times. We really hope you're happy in your home, thank you very much for taking the time to leave such a kind review.

Dear Helen, thank you very much for leaving a really lovely review for our Ryton team. We are so glad that the girls were able to continue providing you with the 5* excellent service you've had from RMS before. We hope to be able to assist you again in future!

Dear Nick, your review was an absolute pleasure to read. Thank you ever so much for taking the time to write it. We are so glad that the team were able to work so well together in order to secure you a buyer and at a price you were happy with. We really hope you consider our services again in future, should you require them. Thanks again

Dear Stewart, thank you for taking the time to leave our Blyth branch 5*s and write some lovely words. We are very pleased to have been able to find you a buyer and at a price you are happy with. Regarding the confusion, we are sorry for the misunderstanding and are very pleased with the happy outcome for all involved. Many thanks!

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