Every review we hold for the Basingstoke office, from every platform, shown as written. First names only.
★★★★★ 2/5
GoogleI was associated with Romans for almost 20 months. Here is my feedback
INVENTORY PROCESS MORE LOOKED LIKE A SCAM.
1) Check-in Inventory process was oversight and many defected items were missing in the report. (I've emailed so many 10+ defected items missing from the report) Had I not reported them I would've been bankrupt by now as all of them came in the check-out inventory report and in the schedule of damages.
2) Check-out Inventory process was so careful and all items were keenly observed. (Note that working items were reported as not working)
3) The damages mentioned in the checkout inventory list were existing from day-1(most of them). But I don't have proof, as the check-in inventory report is not so great and I haven't reported them as well.
4) I would say, after Inventory check (both check-in and check-out) Romans should validate that report by visiting the property.
5) My advise to all tenants is that report every small thing carefully otherwise you're screwed.
6) My property had a quarterly inspection of the property and the report always came GREEN. But at the end you'll be charged a hefty bill.
7) My property was inspected by Landlord as well and hardly complained anything.
A bit sad that Romans were speaking only from Landlords view but not the tenant view. Its a shame to see such a big estate agency doing cheap things for money.
Answer to what romans has replied.
1) Why do I have to point out that your check-out inventory has all issues?
2) Why do I have to point out that you've not considered the issues email I've sent at CHECKIN? While the same issues are mentioned in CHECKOUT? Its only after I pointing them, they've been removed. Had I not have those as proofs, I would have to pay. And I've paid for couple of items because I've not reported those and they were there from day 1.
Stop telling stories. Instead win the trust of tenants. I now feel I will never associate with Romans again.
Eknath · 29 July 2019
Agent replied
Hi Eknath, we’re sorry to read of the experience that you have had with us and that you’ve been dissatisfied with the inventory process and check-out process. The proposed deductions that had been put forward to the deposit were calculated from quotes obtained for the works and after comparing the inventory report conducted at the beginning of the Tenancy with the check-out report produced at the end of the tenancy it identified several items which were deemed to fall under the responsibility of yourself as a tenant; any of your comments supplied with the inventory would have been taken into account by the property manager. When attempting to negotiate the release of the deposit between parties we offer advice and guidance to Landlords over what can be proposed, if we felt what was being put forward suggested that the Landlord was seeking betterment from the deposit then we would have advised them of this and suggest they not be put forward for this reason. The Landlord would also have been informed that any claim that is deemed to be betterment would not be upheld if the matter were to end up going to a dispute, while we are able to provide feedback ultimately when dealing with the deposit we are contracted by the Landlord to put their deductions forward and act under their instruction. If you did not wish to agree to the proposed deductions that were put forward then you were able to raise a dispute with the Tenancy Deposit Scheme (TDS) using the details on your Tenancy Deposit Protection Certificate but can see these were agreed with and so these were paid across to the Landlord with the undisputed amount of the deposit being returned to you. We recognise the importance of all reviews and thank you for taking the time to provide us with your feedback. We’d like to offer our apologies for any disappointment caused and that you feel the service you’ve received from us has not been up to the high standards expected of Romans. Should you wish to discuss this further then please contact us on 01344758596. Kind Regards, Romans
★★★★★ 5/5
GoogleI would like to say a big thanks to Ben and the team at Basingstoke Romans, there service was fantastic in every way. From the warm welcome when Suzanne and I walked into the office, then finding a buyer and keeping us up to date with everything that was happening.
For answering any questions and advice if we needed it, right through to completion. Being overseas can be a pain so having a team like these really helps and make life a lot easier.
A special thanks to Ben who we felt was straight up with us, personable and we felt we could approach at any time.
We would have no problem in recommending these guys and if we were ever in need would certainly contact them again.
Kind regards Ian and Suzanne.
Suzanne · 23 December 2023
★★★★★ 5/5
GoogleHave rented with Romans since 2010 and have generally had a good experience although would like to say a big thank you to Benjamin Nujeerallee, our Property Manager, who has been professional, efficient and has gone the extra mile to help and support us with our recent move. Thank you Ben for everything you have done to help us. Top service.
Vic · 14 December 2022
Agent replied
Dear Vic
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 5/5
GoogleThese estate agents are very helpful, accessible and knowledgeable, they are attentive to their customers and they are always quick to respond.
I’d like to mention that Megan Cathers was also particularly compassionate, attentive and helpful when dealing with a tough moving situation for myself and my partner. The headquarters themselves are clean and tidy.
Marissa · 30 May 2023
Agent replied · 29 July 2023
Dear Marissa
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 1/5
GoogleVery bad and frustrating, the worst experience ever.
Here is what happened:
Per Romans recommendation I hired professional cleaners to get the apartment cleaned before tenancy end. The professional cleaners did such a pathetic job and was reported below fair per Romans inspection (Paid 560GBP) and Romans is again charging me from my tenancy deposit and asking me to get the apartment re-cleaned without even checking the reason of disappointed cleaning with cleaners (Mr. Russell Company), they didn't even clean the microwave and giving foolish reasons of it was not done (Microwave was on kitchen shelf when I handed over the apartment and was left on the floor by the cleaners and I was asked to put it back before leaving back to my home country).
I am seriously disappointed and holding back to use M, A and F words for these ....
Someone please tell me:
1) If someone is guest in your country is this how you deal? I came from outside UK for an year assignment. Cleaners told me that they will do the cleaning just prior to the check out date, my VISA was ending one day before and had no option. Was with my family and sick child, had to leave for the airport and didn't get chance to inspect myself how cleaners carried out the job.
2) Romans report shows that every inch of property needs to be cleaned, and cleaners giving pathetic excuse that my stuff was still in the apartment that is why they were not able to clean it properly.
Ok, lets assume I left all my stuff in the apartment, Someone please explain me how can a cleaner not able to clean the microwave which was on the kitchen shelf before apartment was handed over? Did I left my personal stuff in microwave? height of stupidity..
All the bathrooms were below fair per Romans report? Want to ask cleaners was my personnel stuff in the bathrooms before I left? And still giving them benefit of doubt by assuming I left the one tooth brush in the bathroom, how can that little tooth brush impact your productivity?
Every day property manager is changing and don't have energy left to explain this to new person..
Take the deposit and shove into your behinds........A Holes.......
Malhotralove · 1 November 2017
Agent replied
Thank you for your comment and I apologise for any problems you may have experienced. Please contact me directly as I would like to attempt to resolve this with you directly. Ensuring our customers have a good experience with Romans is important to me, my team and to the Romans Group.
My contact details are jsumner@romans.co.uk or 0118 9538715
Kind regards,
John Sumner
Regional Lettings Director
★★★★★ 5/5
GoogleBen Plowman has been very professional from the moment I phoned him to enquire about the selling of my house. He has been constanly updating me of the progress all the way. This is the first time I have used Romans ,but it most certainly will not be the last. I normally use another Estate agent in Basingstoke, but from now on I will definataley be recommending Romans because of Ben Plowman professionalism.PositiveProfessionalism
Steve · 11 January 2021
Agent replied
Hi Steve Weston,
Thank you for the great review of our Romans Estate Agents Basingstoke team. It’s fantastic to hear that we could provide you with a great service that you were happy with.
We hope we can be of service again in future.
Kind regards
Romans Estate Agents Basingstoke
★★★★★ 2/5
GoogleThis is a review of selling a property through Romans, not of their lettings business.
all 3 agents that we considered using, felt the properly was a good example of its type, in a great location.
The initial experience was positive, with Vasco the estate agent (deputy branch manager) and other sales folks being courteous and friendly.
problems begun after we accepted one of two proceedable offers. Vasco repeatedly tried to persuade us to use a Romans’-approved solicitor. He claimed that a flat sale needs a firm that specialised in leasehold and that we were strongly advised to use their people. He claimed too that the
recommended firms work very closely with Romans, almost as if in house, ensuring that the sale would be much smoother and complete about a month faster than if we appointed a firm ourselves. All very persuasive. Little did we know. Partly because they wouldn't tell us which firm they had in mind until we agreed to use one, we decided to ignore the pressurising and chose our own - who was great.
Unfortunately, Romans did manage to persuade our buyer to use their preferred firm. This was to cause both sides significant stress and delay. We became aware that the buyer complained to Romans that the conveyancer was uncommunicative for weeks and then very slow to act.
It transpired after a month that the conveyancer had left the ‘recommended’ firm, Talbots Law, without telling anyone. Certainly Romans didn’t notice, despite having assigned a ‘move manager’ to supposedly keeping close tabs on everything. So much for the claimed ‘close working relations’.
Talbots’ replacement conveyancer (a conveyancing executive not a solicitor) belatedly asked a range of mainly stupid or irrelevant questions, demonstrating that she hadn’t read the paperwork.
It seems to us that Romans push their preferred solicitors, not because of any skills they have, but because of low cost and/or a referral fee. It looks like the preferred firms use junior staff and computerised conveyancing.
we feel misled. What should have been a simple sale, with no chain, and a simple freehold with no management company, took almost 5 months from offer accept to completion, with much chasing and frustration along the way for both buyer and seller, with a clear finger of fault pointing to Romans.
We can’t know what would have happened had we used another agent but I do wish I’d taken more time to read reviews of local firms.
The only positive was that after the original move manager, ironically, moved on (without telling us), her replacement Lorraine did a great job chasing and passing communications. She was very responsive and much more proactive than her predecessor
The avoidable delays has clearly cost us thousands. I’ve had radio silence from Vasco from pretty much the moment we turned down his chosen conveyancer. So the two stars go to Lorraine for her good efforts, in spite of everything.
I am convinced this could have completed in 12 weeks using a competent conveyancer. it’s a fixed fee for the Agent, with no performance incentive, and no comeback based for being misled. odd that such one-sided selling happen in 2024. Ultimately it’s
counterproductive.
*response edit: dear customer care. I tried several times to raise my issues, both with the original Agent and latterly the branch manager. Having given up, I wrote an honest review. Whilst I understand and accept why I wasn’t contacted last week, the fact remains that Romans neither accept my analysis - although Ben belatedly admits this sale took far longer than average - nor are they prepared to accept any form of compensating for what buyer and seller have gone through. I therefore stand by my review.*
Nick · 25 September 2024
Agent replied · 25 October 2024
Good Morning Nick
Thank you for responding and I am sorry to read that this has not been resolved for you .
We do appreciate your feedback and thank you for taking the time to provide us with a further update about your experience. We strive for nothing less than excellent service, and we always take it very seriously when we hear of any dissatisfaction from our customers. We are sorry we did not meet your expectation in this instance. If you would like to contact us at customercare@lrg.co.uk we will be happy to look into this for you.
Many thanks, Customer Care Team
★★★★★ 1/5
GoogleTo whoever at Romans is qualified to read this...
First the Positive (this part is short)
Giles the sales manager was superb can't fault him what-so-ever, very efficient and friendly and helped to sell the house quickly.
Lovely guy great local knowledge felt we were in safe hands with him...but that's where it ended.
*In the interest of protecting an absolute moron I've changed his name to protect the vulnerable.
"DICK" the sales chaser however must have had part of his brain removed shortly after taking on our property, this is what caused us the most stress.
Call after call we made for updates, day in day out and got very little in the form of information, in total we got 3-4 calls back from him in 5 months... The information passed on to us came in the form of grunts and clicks ............lucky for me I had my 5yr old with me to translate .......which transpired to be all the information that we had gotten a week earlier from either the agent above us, or the agent below, it became very embarrassing being forced to contact your sellers and buyers agent for updates on the sales progression of your own house!!!!!
We exchanged at 3pm and have spoken to the agents below and above us in the 4 person chain .........including the people we are buying from.
We have yet to hear from Dick at Romans........... and it is now 18:05, Dick will no doubt be stumbling home, struggling to put one foot in front of the other hopefully entering his cave this weekend in time to shower and return on Monday to realise that the white thing making all that noise on his desk is called a TELEPHONE and if he picked it up once in a while it would feed him information that's pertinent to his job!!
We finally exchanged at 3pm as previously mentioned and still waiting for a call from Dick ...........we are NOT expecting a call though as the terminal disappointment i feel for Romans at the moment reminds me of the time i first got my girlfriend naked only to struggle to remove her bra and find out after a humiliating 30 minutes it was a front fastening affair.
I'd be surprised if he found his way into work today let alone manage to power up his PC and update his client base.
By the time we do get a call that we have exchanged and completed we would have invented cold fusion!!
As for M.L.H Solicitors that you recommend for our buyers........,,
Horrific!!!!!!!!
Our solicitor was pulling her hair out over a simple question taking over 5 weeks to get an email response
...(nearly as long as Dick takes to dial a phone number) And over a week to return a call!!
Having googled these solicitors and seen their 1 out of 5 feedback and the comments from their clients I can only presume the solicitors working there and our sales chaser at Romans went to the same Mensa endorsed school for the gifted have the same phobia of telephones and struggle to understand the concept of the buttons.....perhaps training them in the difference between a calculator and a telephone keypad operation would have resulted in a better sales experience.
I would rather peel my testicles with a spoon lubricated with vinegar than go through another sales process with Romans or any solicitors recommended by you.
EVER.
Kindest Regards
===================
UPDATE:
Hi Louis
I can confirm that James Linder did in fact call me today to apologise which is great, I appreciate the call but it's a shame I never got a reply to my email a year ago when this happened, it seems to just disappear.
As for M.H.L Solicitors May I suggest you look at their own reviews, we had all kinds of nightmares trying to contact them and getting different solicitors every time we called.
Seems from the reviews that they use trainee solicitors and various people possibly deal with your house sale and nobody seems to know what is going on they were based in Bath at the time but do not seem to be there now.
Thanks again for calling me James and glad to hear Giles is well.
Steve · 30 July 2017
Agent replied
Mr Jones I'm so sorry to hear of your recent experience with the after sales department after having had Giles do a good job in finding you a buyer for your home in a quick timeframe.
I'm going to get James Linder the Branch Manager to give you a call to discuss your experience and hopefully from your feedback we can learn from the mistakes which have caused your frustrations. I will also be speaking to the solicitors at Manor Hall Law. Please accept my sincere apologies yours sincerely Louis d'Espagnac, Residential Sales Director.
★★★★★ 5/5
GooglePleasantly surprised by Romans customer service. We were initially very hesitant because of our previous experience with letting agents. We had a couple of issues when renting a property and our letting agent Jake was amazing. We have rented with numerous letting agency's and since our first encounter with Jake he was honest, personable and very professional unlike our other experiences with letting agents. Of course I thought that this would change once we had paid across the money to rent a property but no it didn't and when we encountered problems he very quickly resolved them ensuring we had a full refund. Letting agents notoriously have a bad name and we were definitely of those people who didn't trust or have a good opinion of letting agents because of our previous experiences. Jake really proved us wrong, so a big thank you to him for making our renting experience with Romans a positive one.
I thought this was a one off but Romans have consistently put the customer at the centre of their business, not only Jake but all the other members of staff I spoke to were quick to respond to any queries or issues. A special mention to Mark Porter also who again was swift to respond and resolve issues we had. The company they use for inventory check in and check out is very thorough and well worth the money. I definitely felt that they were the first letting agents who were honest and looked at the best interest of the tenant and landlord not just the monetary gain. Initially my partner and myself were shocked by their fees but because of the difference in customer service, honesty and professionalism of Romans we prefer to pay that little extra rather than go with a dishonest letting agent with bad customer service. If you are an honest tenant or landlord Romans are well worth the money you pay for them.
Sally · 30 July 2017
Agent replied
Sally thank you for your feedback regarding your parents recent dealings with Jake, Mark and the Romans Basingstoke team. At Romans we pride ourselves on ensuring we are giving the best service possible. I know Jake was very happy to see your feedback. Best wishes Richard O'Neill, Regional Lettings Director
★★★★★ 5/5
GoogleThank you so much Vasco Correia, and everyone at the Romans Basingstoke for making our buying process so smooth and stress-free! We absolutely love our new home and can’t wait to move in! You’ve been so attentive throughout the whole process, and we thank you for your hard work!
Thomas · 26 October 2023
Agent replied · 25 November 2023
Dear Thomas Harrington
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 5/5
GoogleAmber being our property manager on our rented property has given me a sense of ease and comfort around our home. No problem is too big or too small, she’s happy to explain things simply and is willing hock to get problems sorted in a positive, friendly and professional manner. I’m beyond pleased we have Amber, and cannot thank her enough for everything she has done for us. Keep it up Amber!
Sophie · 16 January 2025
Agent replied · 23 January 2025
Dear Sophie Ray
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 5/5
GoogleI'm just moving into my property, renting with Romans as the estate agent. I cannot stress enough how much help Mya Bradford has been at every step of the way - easily contactable, thorough and happy to answer any questions I've had. Could not recommend her enough! Thank you. Looking forward to continuing to rent through Romans.
Tasha · 7 March 2023
Agent replied · 29 July 2023
Dear Tasha
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 5/5
GoogleBen has been nothing but brilliant the whole process. He took a very hands on approach in dealing with our sale which meant the flat sold extremely speedy. Would highly recommend!!
Michael · 25 September 2024
Agent replied · 25 October 2024
Dear Michael Chapman
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 1/5
GoogleBeen letting properties around the country for over 15 years and Romans Basingstoke are absolutely the worst you could ever come across. The beauty of them is that they are proud of their inefficiencies!
Sukhbir · 13 February 2026
Agent replied · 13 April 2026
Dear Sukhbir Kaur,
We value your feedback and sincerely appreciate you taking the time to share … More
★★★★★ 5/5
Googlekatie was great to deal with regarding my new purchase. Would recommend.
Glenn · 22 July 2026
Agent replied · 22 August 2026
Dear Glenn,
We greatly appreciate your 5-star review and the time you took to share your experience with us. Your feedback is invaluable and motivates our team to continue delivering exceptional service. We look forward to welcoming you back soon!
Many thanks,
Customer Care Team
★★★★★ 5/5
GoogleThe team at Romans have done a very good job of letting and managing my flat over several years. In particular, Fran Jones has been really helpful in working through an ongoing problem with water damage caused by leaks throughout the block; she has liaised cheerfully and effectively with the managing agents, the insurers, the contractors and the tenants, taking a load of work off me, and significantly reducing my stress levels! Very much appreciated.
David · 29 July 2019
Agent replied
Hi David, we are so happy to read such a great review about Romans! We are so pleased to read that Fran has been able to provide you with such exemplary service throughout the management of your property and that she has been able to help resolve the issues you faced with water damage at your property! We will ensure your comments are relayed onto Fran who I know will be delighted to reach such great feedback! Kind Regards, Romans
★★★★★ 5/5
GoogleI was a tenant of the property, managed by Romans agency for 4 years. I am fully satisfied with their job: portal for addressing issues and very responsive stuff. Many thanks to Amy Meades who was the last property manager I dealt with and who helped to wrap up all things at the end of my tenancy.PositiveResponsiveness, Quality, Professionalism, Value
Алексей · 24 August 2022
Agent replied
Thank you again for taking the time to let us know how we did. We do hope we can be of assistance in the future. Take care!
★★★★★ 4/5
GoogleAmber Axton was very helpful when i moved into my new flat. She responded quickly when i had some problems in my flat and made arrangements for it to be fixed in good time. I recommend Romans 👍🏽 …
George · 19 March 2024
Agent replied · 23 August 2024
Dear George Abotooma
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 5/5
GoogleI'm 1 month into my rent and I'm happy with the service I received from Mya Bradford and others in the team. She was quick to respond to questions and kept me informed all the way.
Thus far I'm happy with the apartment.
Thanks Mya!
Silas · 26 October 2023
Agent replied · 25 November 2023
Dear Silas Gyau
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 5/5
GoogleProfessional and usually easy to deal with. The online portal is easy to use but I also like the ease of just dropping an email to the property manager.
Denise has been quick to respond to any problems we have had with the property as well as answering quick questions even if they might seem silly.
Mada · 14 November 2022
Agent replied
Dear Mada
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 5/5
GoogleThank you so much Mya for your service we got when we were looking for a place to rent we really appreciate it. We really settling in well thank you keep up the good work.
Mkhululi · 25 April 2024
Agent replied · 23 August 2024
Hello Mkhululi Moyo Thank you for your review. We love to receive positive reviews after customers have had great experiences with us. Many thanks Customer Care Team
★★★★★ 5/5
GoogleAmber has been great at keeping in contact and has dealt with any issues at the property quickly and efficiently. Very happy with the service provided by Amber and Romans.
Alison · 24 July 2024
Agent replied · 23 August 2024
Dear Alison Drury
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 5/5
GoogleRecently moved to the area and Roman's has been very helpful and quick getting us into a place. Megan was great to communicate with, always on hand to assist and quick to respond. Had no problems with sorting everything and very grateful for all the support during the move-in process
Andrew · 30 April 2023
Agent replied · 29 July 2023
Dear Andrew
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 5/5
GoogleRomans always very helpful with everything whether its house movement or any issues reported related to maintenance. I really want to appreciate Mandy and team for helping and making tenants life easy. :)
Kapil · 25 May 2024
Agent replied · 23 August 2024
Dear Kapil Baj
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
