Trusted Agent profile · Blackburn, Lancashire
★★★★★
953 reviews across 3 platforms
7 Blackburn Road, Lancashire, BB5 1HF
Part of Keenans Estate Agents, see every office.
Keenans Estate Agents's office in Blackburn, Lancashire, at 7 Blackburn Road, is rated 4.2 out of 5 across 953 reviews on three platforms, including 425 Google reviews rated 4.1.
Every review we hold for the Blackburn office, from every platform, shown as written. First names only.
5/5
TrustpilotHighly recommend
This is a little bit late but I just need to rave about Madison. She has been there every step of the way during the process of me buying my house. Madison was always upfront about what was going on and had my back to help chase things to ensure things were completed on time. Madison has been very approachable and friendly and I would highly recommend x
Thank you, Isabelle!
5/5
TrustpilotAll the staff were committed and…
All the staff were committed and professional throughout. They sold our property much more quickly than we expected and the whole process has been smooth from start to finish. Thank you Keenan’s! I would highly recommend.
Thank you so much for your wonderful review and recommendation! We’re delighted that our team secured such a quick sale and made the process smooth from start to finish. It was a pleasure helping you with your move, and we wish you all the very best for the future.
5/5
TrustpilotDealt with Nikki Winstanley from Keenans
Dealt with Nikki Winstanley from Keenans. She is very helpful and polite, great to communicate with and able to resolve any hurdles along the way. Highly recommend to others who are looking to use Keenans services.
Thank you Ali. Nikki will be thrilled to hear she made such a great impact on your experience.
4/5
TrustpilotI have to state that Nikki Winstanley…
I have to state that Nikki Winstanley was fantastic and really moved things along and relueved the stress keeping me in the picture and explaining every step. I did feel that the initial personal contact and valuation was a little rushed.
Thank you Laurence!
5/5
TrustpilotGreat service, brilliant staff
I had apprehensions about buying my first home thinking it would be a nightmare, but Molly and team has made it a breeze. They were honest about the property, quick to answer my many questions, and acted as a great bridge between me and the sellers. Very impressed with their efficiency and friendly approach. Highly recommended!
That's great to hear Chloe, we're so thrilled that we could make the whole process easy for you. We wish you the best in your new home! Thank you!
5/5
TrustpilotGreat service from Ella at Keenan’s…
Great service from Ella at Keenan’s when selling our house. Process was straightforward and Ella was very responsive unlike other estate agents we have used in the past. Would definitely recommend!
Thank you, Tom!
1/5
TrustpilotUnethical Practice
We instructed Keenans in January 2026 to sell our property. As we approached completion, we discovered by chance that the buyer was one of their own employees. This was never disclosed to us. We negotiated a price, in good faith, with a connected party we were told nothing about. We only found out because a member of staff mentioned it in passing while we were chasing a completion date. The sale later collapsed. What followed is what concerns us most. We were told the branch was working to help their employee sell his own property and that he remained committed to buying ours, so we agreed to hold off re-marketing. We were then advised to wait a further two weeks. We were then advised to reduce our asking price by £10,000, to the exact figure their employee had already offered. We discovered some time later, and only after repeatedly chasing, that he had moved on to a different property altogether. We made a formal written complaint on 13 August 2026 and have chased it repeatedly since. We have received no acknowledgement and no written response of any kind. Their own terms commit them to the Property Ombudsman Code of Practice, which requires a written acknowledgement within three working days and an outcome within fifteen. Both deadlines passed weeks ago. Two calls were also promised and never made. One on 18 August. One booked in the diary for 10am on 1 September, which nobody attended. After that we told them, in writing, that we needed a written response before any further phone conversation. They have since tried to call twice. They still have not put a single word in writing. We have referred the matter to The Property Ombudsman and are taking separate legal advice on the losses we have incurred. Every date and fact above is documented in writing. I bet I get a response in writing to this...
We’re sorry for the distress this matter has caused and assure you that your concerns are being dealt with the upmost priority. Your complaint is still open and an ongoing matter which we have contacted you to update you on. We remain committed to reaching a satisfactory resolution at your earliest convenience and of course are happy to discuss this directly with yourself at a convenient time
5/5
TrustpilotA great recommendation
We appointed Keenan’s from personal recommendation and we were not disappointed. The service from initial meeting / photography / brochure design, was totally inclusive. Everything was discussed & recommendations made. These recommendations saw our house sold within the week (with 2 offers being made on the day the listing went live - selling for more than the asking price).
Fantastic, Jo! It's been our absolute pleasure to help you move. The team will be delighted to hear your kind words, thank you.
5/5
TrustpilotLucie has been particularly…
Lucie has been particularly helpful and supportive in taking on the management of our flat. She has responded quickly and got on with the work needed. Communicated very well with a good grasp of what was required. Always pleasant and caring.
Thank you so much for sharing your experience. It’s wonderful to hear how well Lucie has supported you in taking on the management of your flat. Her quick responses, clear communication and thoughtful approach are exactly what we aim to deliver, and we’re delighted that this has made a real difference for you.
1/5
TrustpilotAVOID
AVOID Keenans orchestrate unethical practices, apply pressure to you to sell with them and will encourage you to pay money for solicitors and searches knowing the chain is may collapse! Keenans firstly tried to strong arm us in to selling our property with them, pressuring us to have a valuation before we could even book a viewing. They then pressured us more to put our house on the market with them, and telling us we would be the ones holding up then chain if we didnt. The property we were buying and the property further up were both being sold by Keenans, neither of these sellers paid out any fees yet we were encouraged in to conducting searches and paying out money their own clients hadnt. The chain inevitably collapsed and we have since found out they knew the top of the chain were unlikely to break the chain, but were never told until we started to question why things were not progressing. We are out of pocket a considerable amount through their lack of transparency.
Thank you for taking the time to share your concerns. We are sorry to hear about your experience and understand how frustrating and disappointing the collapse of a property chain can be, particularly where costs have already been incurred. We take the matters raised seriously and are currently reviewing the circumstances internally while also communicating with you directly. As this process is ongoing, it would not be appropriate for us to comment publicly on the specific details at this stage. We remain committed to addressing your concerns through the appropriate channels and will continue working with you directly.
1/5
Google18/08/26 20:20 - You know full well I didn’t instruct another estate agent whilst under sole agreement with you. (I’ve sent you the proof now what?) 18/08/26 12:56 - I’m extremely disappointed with how Keenan’s have handled my situation. I was transparent with them when instructing them, yet I am now being told I’m in breach over circumstances they were aware of and had a responsibility to properly check under The Property Ombudsman requirements. I’m currently trying to get this resolved, but I feel other sellers should be aware of the potential consequences before signing with them. Think carefully and make sure they have properly checked everything before you sign.
We’re sorry you feel disappointed. However, you entered into a sole agency agreement with us and, while that agreement remains in force, instructing another agent to market the property is a breach of the agreed terms. We remain willing to address your concerns directly.
1/5
TrustpilotWhat an absolute joke of a company
What an absolute joke of a company. We arrived at the property at 11:45. Parked right outside the property. I get out to change my 8 month old babies nappy on the backseat of my car and your appalling estate agent walks straight past us. 2-3 minutes after our viewing time literally for me to change my babies nappy. You are obviously not in the business of selling houses if this is your level of service. I feel sorry for the persons who owns that house if they have entrusted you to sell their house. Worst level of service I have seen from an estate agents ever. You have lost a buyer. Well done.
We’re sorry to hear about your experience and appreciate how frustrating this must have been, particularly while travelling with a young baby. Our colleague attended at the agreed time and waited at the property until approximately 11:51am. Unfortunately, she was unaware that you had arrived and were waiting in the car, so she believed the appointment had not been attended. We would like to reassure you that she did not knowingly ignore you and would have been happy to conduct the viewing had she realised you were the applicants or if you had made yourself known to her as she was passing. We apologise for the inconvenience caused and will review what happened with our team. If you remain interested in the property, we would be very happy to arrange another viewing at a convenient time.
1/5
TrustpilotKeenans you ought to resolve my complaint.
18/08/26 20:20 - You know full well I didn’t instruct another estate agent whilst under sole agreement with you. (I’ve sent you the proof now what?) 18/08/26 12:56 - I’m extremely disappointed with how Keenan’s have handled my situation. I was transparent with them when instructing them, yet I am now being told I’m in breach over circumstances they were aware of and had a responsibility to properly check under The Property Ombudsman requirements. I’m currently trying to get this resolved, but I feel other sellers should be aware of the potential consequences before signing with them. Think carefully and make sure they have properly checked everything before you sign.
We’re sorry you feel disappointed. However, you entered into a sole agency agreement with us and, while that agreement remains in force, instructing another agent to market the property is a breach of the agreed terms. We remain willing to address your concerns directly.
5/5
TrustpilotMolly has been really helpful and…
Molly has been really helpful and supportive throughout my purchase of a new property. She's explained everything along the way in a timely manner. Thank you for all your help
Thank you for your review Sian. Your kind words are very appreciated.
1/5
TrustpilotDreadful service - not recommended
Wouldn’t recommend this agent to sell your property - in all my 40 years of buying and selling this estate agency has been the worse. We used them as 4 years previously they’d sold our property and got a good price/quick sale - this time the valuer promised much and delivered little - the named contact never materialised and the valuer wasn’t heard from again other than when I suggested reducing it for a quick sale (in hindsight a stupid thing to do by me) - I’d just lost my dad, was grieving and stressed and dealing with this estate agent made things twice as bad - they can’t negotiate for toffee - I ended up selling for well under the market value - I agreed for a quick sale but that never happened and all they said was ‘a property is only worth what someone would pay for it’ - the quick sale turned into 5 months as the buyer, who supposedly had a house that had sold had in fact got a leasehold flat and my solicitor plus myself only found that out a few weeks before completion - Keenan’s never told me but hence the delays thanks to that. Keenan’s were undergoing a rebrand during my sale and seeing the young staff members taking selfies, having their pictures put on buses etc whilst promoting household luxuries rather than properties on social media really was annoying. If you do use them read their terms and conditions very carefully - they’re written in miniature font but don’t believe what the valuer tells you and be an idiot like me. Response to Keenan's Named contact - promised by valuer but never materialised - only had named contact when got to sales process - they say I asked in the end to put all contact through my solicitor - Keenan's need to ask why that was so - I was so frustrated with the responses I was getting, felt Keenan’s were working for the buyer and not myself that in the end I relied on my solicitor for information rather than Keenan's - at the end of the day Keenan’s still got their £2k plus VAT Sale price - other bungalows on the same road in similar condition, sold within days of coming on the market for £40k more than mine - I spoke with other agents who said I was practically giving my property away - I went for a reduced price on condition of a quick sale and was assured by Keenan’s the buyer was in a position to progress quickly - the offer made was below the asking price which was offers OVER £190k not £190k and I expected at least £195k - I had to push the ‘negotiator’ at Keenan’s to go back to the buyer and increase their offer and it eventually sold for £187,500 - below what I expected. When I mentioned this I was told the buyer was a good buyer and told ‘a property is only worth what someone will pay for it’. I didn’t pull out as I had a buyer, was told they were in a position to proceed quickly plus I was tied in to Keenan’s terms and conditions. With hindsight I should have taken the costly hit and withdrawn. At the end of the day Keenan’s still got their £2k plus vat and surely anyone should be able to sell a property below market value Quick transaction - it certainly wasn’t - I was told by Keenan’s my buyer had sold a house to a cash buyer and the gap was being met with savings - the house was actually a flat and was not cash Rebrand - it may have increased Keenan’s exposure but for those selling during this period it felt their attention was elsewhere as noted from other reviews as well. I raised concerns with Keenan’s throughout the process but got similar responses to the one I’m replying to now For me I want to draw a line under it all. I stand by my comments
Thank you for your feedback. We are disappointed by your comments regarding our negotiating ability. The sale completed at 98.6% of the agreed asking price, which we believe is important context when assessing the outcome achieved. We understand that you had hoped for a particularly quick transaction. While some sales can complete within three to four weeks, the national average is approximately 16, 20 weeks. From acceptance of the offer to completion, your sale took 16 weeks and three days, placing it within that average timeframe. Some elements of the legal process and the buyer’s related transaction were outside our direct control. You did have a named contact, particularly during the sales-progression stage. However, following your request, communication was directed through your solicitor. Our valuers also remain available to clients and return requested calls when they are not attending valuation appointments. It is correct that we were undergoing a rebrand during your sale, which we were delighted to showcase on social media. This activity is part of our wider marketing strategy and has helped us achieve seven million views across our platforms in the year to date, compared with 3.4 million throughout the whole of 2025. That substantially increased exposure for our brand and, importantly, the properties we market to potential buyers. Finally, we do not believe the age of our team members is relevant to the service provided. We are proud of our colleagues and would respectfully ask that their youth is not presented as a reflection of their ability or professionalism. We regret that your experience did not meet your expectations, particularly during such a difficult period in your life, but we hope the facts above provide helpful context regarding the sale and the service delivered.
5/5
TrustpilotSwinton Team are Amazing!
Myself and my partner have recently bought our first home through Keenans Swinton branch and could not have been happier with the experience! Right from the beginning when putting our offer forward right through to getting our keys on completion, the communication and reassurance everyone at Keenans gives is second to none. Would definitely buy through them again and would entrust them to sell in the future when that time arises. Thank you to the team for everything!!
Thank you so much for your wonderful review! We’re delighted that the team at our Swinton branch made buying your first home such a positive and reassuring experience. Excellent communication is incredibly important to us, so your feedback means a great deal. Congratulations on your new home!
5/5
TrustpilotKeena's Estate Agents are very…
Keena's Estate Agents are very professional. All the people I am dealing with are highly responsive and address my needs and queries quickly. Special mention to Nikki, Kam and Aaron. Keep up the good work, guys. Excellent customer service above and beyond.
Thank you Rolando for a fantastic review! We're thrilled to hear you were looked after by all the team members that helped you.
5/5
GoogleMiannah and Sam were both fantastic to work with when we were buying our home. They were supportive, responsive, and genuinely cared about helping us through every step of the process. Their guidance made everything feel much less stressful, and we’re so grateful for their help in securing our house. Highly recommend their service!
Thank you, Anisha. The team will really appreciate your kind words. It's great to hear you felt so supported. All the best in your new home!
5/5
GoogleLorraine has been so helpful at every step of the way with our house purchase. She has replied promptly to my emails, always been available when I've rang the office and communicated well with all parties. Really please we got Lorraine on our account and look forward to enjoying our new home! Thank you.
Wonderful to hear you enjoyed your experience and felt informed throughout. Thank you, Paige.
5/5
TrustpilotWill use Keenans again
I cannot recommend Keenans enough. Ella Walmsley dealt with my house purchase, and she communicated clearly throughout the process. Ella always kept me up to date with developments, and she took the time to explain everything thoroughly and to chase up any queries I had. In fact, all of the staff I dealt with, were both professional and friendly. I will be putting my previous house up for sale with Keenans.
Thank you for your lovely feedback! We’re delighted Ella kept you informed and supported throughout your purchase, and we’ll pass your kind words on to her and the team. We look forward to helping you sell your previous home too!
1/5
GoogleI am extremely disappointed with the service provided by this estate agency I had a property viewing booked in Blackburn on 23 June at 12:45 pm. I arrived five minutes early, as any reasonable person would. I am currently nine months pregnant, and the temperature that day was around 30°C. Despite this, I was left waiting outside in direct sunlight for around 40 minutes. No one contacted me to let me know they were running late or apologised for the delay. Almost an hour after the scheduled appointment time, I finally received a call informing me that the agent would arrive another 20 minutes later. By that point, I was already feeling unwell because of the heat and the long wait. I suggested rearranging the viewing, as buying a house is a major decision, not something as insignificant as buying a packet of pasta What makes this even more frustrating is that this was already the second time this viewing had been rearranged. The original appointment on 20 June at 10:00 am was moved to 23 June at 12:45 pm. When the agent failed to arrive on time, another appointment was suggested, only for that to be cancelled as well without any proper explanation I also had exactly the same experience with another property in Accrington through the same agency. The viewing was booked for 27 June at 1:00 pm but was cancelled on the day because the owner had supposedly gone on holiday. Despite this, both properties are still being actively advertised Based on my experience, it feels as though neither the agency nor the sellers are genuinely interested in selling their properties or treating potential buyers with basic respect. Constant cancellations, poor communication, wasted time, and a complete lack of professionalism are unacceptable. I cannot recommend this estate agency to anyone
Thank you for taking the time to share your feedback. We’re genuinely sorry to hear how stressful your recent viewing experiences felt, especially given the circumstances you described. No one should be left feeling uncomfortable or uncertain during what is already an important and emotional stage of the home‑buying journey. On the day of your Blackburn viewing, our colleague did run late, and we fully appreciate how frustrating that must have been. He was delayed by 30 minutes arriving at 1.15pm, and a message was left to let you know. Once he arrived, he remained at the property for an hour with other viewers, so the opportunity to view was still available if you had felt able to continue. We completely respect your decision to rearrange, particularly given the heat and your wellbeing. Regarding the second property, we agree that cancellations are disappointing. In this case, the owner had travelled and did not want the property accessed while they were away. Although the home remains advertised, we are unable to carry out viewings without their consent, and we apologise that this wasn’t communicated as clearly as it should have been. Our phone lines are open throughout the day, and we’re always here to help if you ever need to check on an agent’s arrival or clarify anything before a viewing. We never want anyone to feel left waiting or unsure, and your feedback helps us improve how we communicate in situations like these. We’re sorry that your experience didn’t reflect the level of professionalism and care we aim to provide, and we genuinely appreciate you bringing this to our attention.
5/5
GoogleWhen calling for assistance, the phone was always answered quickly and efficiently and I was mostly put through to Phillipa who was very friendly and extremely helpful. Even when not available, she returned my call as soon as she was able to do so. On one occasion I had to phone her several times in quick succession and was never made to feel like a nuisance. She simply explained in straightforward, easy to understand dialogue and that was very much appreciated.
We’re so pleased you felt supported every step of the way. If you ever need anything further, our team is always here to help.
1/5
TrustpilotExtremely unprofessional and stressful experience
I am extremely disappointed with this agent and would give zero stars if I could. Throughout the entire process, I felt like they did absolutely nothing to help close the deal; instead, they only added immense and unnecessary stress. The agent was completely passive, never moving forward unless constantly pushed, and even then, barely delivering. We made it very clear from the start that we wanted a quick completion, yet the agent did nothing but stall the process with zero constructive advice, which was incredibly frustrating. The lack of communication and honesty was the worst part. During price negotiations, I had to find out the vendor's response through my own solicitor. When I followed up with the agent, they took two days just to lie to me, claiming the vendor hadn’t contacted them. In reality, a week had already passed, and the vendor had already replied to the solicitor. How could the owner reply to the solicitor but not their own agent? It was a blatant lie. To make matters worse, this agent provided misleading information right from the initial viewing, which caused a massive misunderstanding later on. Finally, scheduling the final viewing was another nightmare. After being chased multiple times, the agent told me the time was "confirmed." It turned out the vendor had never agreed to it. Because I had already arranged my schedule around this false confirmation, I was forced to clean up the agent's mess and alter my plans to accommodate the mistake. Avoid at all costs. Absolutely zero professionalism. I cannot recommend this agent to anyone looking for an efficient or honest service.
Thank you for taking the time to share your feedback. We are genuinely sorry to hear that you left the process feeling this way, though we do feel it’s important to clarify several points to ensure an accurate reflection of the transaction. Your purchase completed in 13 weeks from offer acceptance to completion, which is three weeks faster than the current national conveyancing average of 16 weeks. While we appreciate that the process felt slow from your perspective, the timeline achieved was in fact ahead of the national benchmark, and we worked consistently with all parties to help keep things moving. We will still take your comments on our communication on board, as we are always looking to improve. Regarding the allegation of dishonesty, we must respectfully refute this. We can only update you on information that we are actually included in. In this instance, the vendor’s initial response was sent directly to the solicitors rather than to us, which is why the update came from them first. As the conveyancing process is a legal process with your solicitors, it is not uncommon to receive updates from them. We understand how this may have caused frustration, but it was not a case of withholding or misrepresenting information. On the matter of the final viewing, we do have to work within the availability of the property owners. We passed on the time provided to us in good faith, and we apologise if this caused inconvenience. Your comments on this point will be used to review how we manage appointment confirmations going forward. We are sorry that your experience did not meet your expectations, but we do stand by the accuracy of the information we provided throughout and the efforts made to support your purchase to a successful and timely completion. Your feedback will be shared with the team to help us continue improving our client journey.
5/5
GoogleCan't thank Keenans enough and in particular Debbie. We saw a house on the Wednesday and picked up the keys one week later! Debbie was quick to respond to questions and worked with the landlord to ensure a quick handover and move in.
Great to hear, James. We're delighted to have helped you. Thank you.
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