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.
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
5/5
TrustpilotFenham Branch
Fenham Branch, the whole team are absolutely first class! Steven Parker especially went above and beyond at every opportunity, admirably supported by his close nit team. Outstanding communication from everyone in branch at all times, especially good at keeping in touch with solicitors, vendors and purchases, keeping everyone in the loop. Thank you! Warmest Wishes, Rebecca, Charlotte and David Hood
Dear Charlotte, thank you very much for taking the time to leave such a kind review for Steven, our branch manager and the rest of our Fenham team. We're so glad they were able to help secure completion for you. We really hope you're happy in your new home!
5/5
TrustpilotThe girls in the Blyth office have been…
The girls in the Blyth office have been fantastic. They have supported us throughout the whole process which has been very difficult and emotional for us. We want to say a huge thank you to the whole team for your kindness and highly recommend the agency to anyone thinking of moving home.
Dear Linda, thank you for taking the time to leave our Blyth branch 5 stars and a lovely review. I am very glad they were able to fully support you throughout the whole process. We hope you're very happy in your new home and have been able to relax and put your feet up! Thank you again
5/5
TrustpilotSimply the best…
Simply the best estate agent in Morpeth. They were excellent and during the extremely challenging times that we are living through they provided the most professional and personal serviceI I would only expect to receive from John Lewis!
Dear David, thank you for leaving our Morpeth branch five gold stars and writing such kind words, we really enjoyed the comparison to John Lewis! We hope you will consider us again in the future, should you require our services. Thanks again!
5/5
TrustpilotOutstanding team ❤️
The Blyth branch have been outstanding during what had been a difficult and stressful time selling our family home, to allow my mum to downsize. They have become more like friends to us and have been supportive, kind and understanding from start to finish. Professional yet friendly and nothing is ever too much trouble. They have all been wonderful but particularly Michelle, who without, I don’t know what we would have done! We would not hesitate to recommend and use again in the future.
Dear Elizabeth, thank you for taking the time to leave our Blyth branch 5*s on your mother's behalf. Thank you for writing such kind words, we very much enjoyed reading your review and are sure Michelle and the rest of our Blyth team have done so too! We really hope your mother is happy and comfortable in her new home. Many thanks again from all at RMS!
5/5
TrustpilotRook Matthew Sayer
Rook Matthew Sayer were brilliant when I recently purchased a flat. They rang and e mailed regularly to keep me updated. I would highly recommend their services. Laura (Gosforth office) was amazing, I can’t thank her enough!
Dear Mrs Macdonald, thank you for taking the time to leave our Gosforth office a review. We're very glad they provided you with 5 star service. We hope you're very happy in your new flat. Thanks again!
5/5
TrustpilotVery happy to buy a property through…
Very happy to buy a property through Rookmathew, they were great from start to finish. A huge thanks to Barbara
Dear Keith, thank you for taking the time to leave Barbara and the rest of the West Denton team 5 shiny stars and a lovely review. We're so glad they were able to provide you with great service throughout. Thank you again
5/5
TrustpilotHi RMS
Hi RMSI’d just like to give a big thank you to Gordon, Michael and Chris.They acted on my behalf in finding a new tenant in the property I was renting.Not an easy task with living in France. But straight from the out set these guys made this one less thing for me to worry about. I was kept up to date with viewings. The advertising they put together was fantastic along with refreshing the page with a video, which was a fantastic idea.Not an easy task to perform during the pandemic, but they pulled it off and it was such great news for me to hear when a new occupant was found and to continue to trade as a barbers shop.Thank you so much Team RMSI owe you all a bottle of wine next time I visit.Katie Broadhead
Dear Kate, Thank you for taking the time to leave our commercial team a lovely review. We understand how hard the lettings process can be for our long distance clients, so it's great to read how our commercial team were able to ensure the process was as smooth as possible, as well as providing you with 5 star service. We hope you're enjoying your time living in France and look forward to hopefully working under your instruction again in the future. Take care, many thanks RMS
5/5
TrustpilotRSM were the agent dealing with a property lease.
RSM were the agent dealing with a property we were leasing. The agent (Gordon) was really prompt in dealing with any queries we had...by prompt I mean either answering the call immediately or getting back to us within 5 minutes.If Gordon was unavailable then one of the RSM team was on hand - they were equally as responsive.When dealing with RSM I had a high degree of certainty and confidence that they were acting as quickly and pragmatically as they could to progress with getting the lease agreed and signed.Would not hesitate in dealing with them again.
Dear Tony, thank you for leaving a review for our commercial branch. We are so pleased Gordon and the rest of the team were able to provide you with 5* service. We're very pleased that the department were able to have the lease agreed and signed for you in a suitable time frame. We hope you choose to instruct RMS again in future. Many thanks again!
5/5
TrustpilotExcellent service
Barbara and the team were extremely helpful from start to finish, guiding me through the process and managing all of the viewings and enquiries. This made things much easier for us as a family.
Dear Mrs Foreman, thank you for taking the time to leave our West Denton branch, specifically Barbara 5 stars and a lovely review. It's great to know the quality of service you received allowed the process to be easier for you and your family. Thank you again!
5/5
TrustpilotVery efficient service
Rating only, no written review.
Dear Martin, thank you for taking the time to leave our team 5 stars and a lovely review.
5/5
TrustpilotThe team are fantastic especially…Barbara
The team are fantastic especially Barbara she kept us updated with everything even ringing us to make sure we were ok I can’t thank her enough for everything Thank you so much fir a fist class service would highly recommend Your company x
Dear Ann, thank you for taking the time to leave our West Denton team and specifically Barbara 5 shiny stars and a lovely review. We are so pleased to read about the quality of the service you received and we hope to be of assistance to your in future, should you require it. Many thanks again.
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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.
