Trusted Agent profile · Burford
★★★★★
259 reviews across 3 platforms
97 High Street, Burford, OX18 4QA, OX18 4QA
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Penny's office in Burford, at 97 High Street, is rated 4.7 out of 5 across 259 reviews on three platforms, including 82 Google reviews rated 4.9.
82
Reviews on Google
This office
26
Reviews on Facebook
Business-wide
151
Reviews on Trustpilot
Business-wide
Tell us what you need and we'll put you in touch. Penny & Sinclair hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near Burford.
Every review we hold for the Burford office, from every platform, shown as written. First names only.
5/5
GoogleWe have a lovely experience with Penny & Sinclair, dealing mainly with Helen! She has been nothing but helpful and professional, and responsive to all our messages and requests. Would highly recommend working with Penny & Sinclair!
Thank you very much for taking the time to share your feedback and for your excellent review. We are really pleased you were happy with the service you received from Helen and Penny & Sinclair.
5/5
GoogleWe cannot thank Lisa Gould at Penny & Sinclair - Burford enough for her help in securing a rental property for us recently. As self-employed business owners, the process of going through Income Referencing with Rent4Sure was quite stressful, as they would not acknowledge Business Accounts or Business Bank Statements, as part of proof of income. Lisa took the initiative to liaise with the landlord directly, putting us in touch with him and the issue was resolved within in hours. She is a true professional at her job and a pleasure to work with! Many thanks again Lisa. Owen & Corné
5/5
TrustpilotThank You to Penny & Sinclair!!
Since partnering with Penny & Sinclair (Georgia Guy) back in July 2022 for short-let rental needs, it has been such a fantastic experience. When traveling outside the US (where I permanently reside), locating short-let rental properties can sometimes be overwhelming but Penny & Sinclair have made it a seamless process with their communication, kindness, and more importantly to ensure they provide property options that best fit me and my families needs. I highly recommend Penny & Sinclair for all rental needs and more!
Thank you for this wonderful review. We are so pleased you are happy with the service you have received and thank you for taking the time to share your feedback.
5/5
GooglePenny and Sinclair gave us a stress free and efficient purchase of our house despite holidays and Covid. Robin Spindlow was communicative and obliging and Louise was really friendly and efficient during our viewings. Would use them again
Thank you for this great review and comments about Robin & Louise's customer service. We are really pleased to have worked with you and hope you are very happy in your new home.
3/5
TrustpilotGenerally Hands-off, but Unprofessional Treatment upon Moving Out
It is also to be noted that this review was submitted three times to Penny and Sinclair on their website. It seems that they only accept positive reviews and have few, if any, reviews representing tenant experiences. We decided to rent a property managed by Penny and Sinclair in February 2021 - the initial process was all professional and well managed, as was the move-in and key collection. In general, the agents were hands-off and rarely made any contact with us. When we raised issues about the mildew/damp present in the property when we arrived (it was taken unseen), this was handled well and some remedial work was carried out. Likewise, when we requested some items to be removed this was also facilitated. Our move out was also arranged smoothly - with new tenants being secured quickly. The sad part, however, is that in relation to our deposit and after moving out the friendly communication entirely ceased. Our response to the inventory was not acknowledged and decisions about the deposit were made by the landlady and agent without any consultation on our part. In the end, £150 was deducted for cleaning a number of minor issues in a copy-paste email that ignored our previous communications. Quoting from the independent clerk, the defects included "tiny pieces" and dust seen on the carpets in the hallway and bedroom and a number of "wipeable marks" on the wardrobe and kitchen draws/shelves as well as some scale left on the shower and sink. We made an enquiry immediately in response to the quote to ask for more information: "The property is in a generally very clean condition and we explained that it needed a minimal vacuum and some surfaces to be wiped. We offered some fair apportionment of the clean with the landlady because a full clean would count as betterment." Eventually we received a quasi-legalistic email wrongly (and, unlawfully) claiming that "we ask our tenants to ensure that the property is professionally cleaned." This, of course, would be an illegal charge under the Tenant Fees Act. In fact the move-out document also wrongly stated that because of Covid-19 a professional clean was required (albeit elsewhere, different wording was used): "During the current COVID-19 outbreak you are required to ensure a professional clean is conducted at the end of your tenancy". Initially, nobody was prepared to talk to us over the phone. When we did manage to talk to the agent about the quote and what services would be included in the clean the agent was rude and derisive: she talked over me, laughed at me as I was trying to explain what it was we were concerned about and her comments were condescending and grossly exaggerated the (un)cleanliness of the property. The agent stated that the carpets were "some of the worst she had ever seen" and termed them "horrendous". When I pointed out this was both very rude, inaccurate and an exaggeration she conceded that her comments were exaggerated and apologised for the rudeness - an apology that was accepted. At no point did we deny the need for further cleaning (see initial comment above). All that was asked was that the clean would not go beyond the minor defects highlighted in the report and/or that if the landlady wished to have the whole property cleaned, that the cost would be apportioned fairly to reflect its generally clean status. In the end, it was explained that the cleaning had already been carried out and that it was supposedly limited to the defects mentioned on the report. All that unpleasantness because of their failure to listen. We never objected to having a deduction made from the deposit and would likely have agreed to the charges at the outset - we just wanted the agency to treat us respectfully, include us in the decision making and communicate with us. We requested the repayment of overpaid rent - something that was never mentioned by the agents (although it is possible they may have eventually notified us) - and received the funds promptly and in our account around ten days after the end of the tenancy.
Thank you for taking the time to share your feedback and I am very sorry you have not been completely satisfied with the service from Penny & Sinclair. I am course pleased to read that the check in and property management you received whilst living in the apartment was efficient and satisfactory. I have reviewed the notes made last year following your check out and the deductions were made following recommendations on the inventory carried out by a third party inventory clerk. This included carpet cleaning and additional cleaning throughout the property. The bulk of the £150 deducted I can see would have been to cover the carpet cleaning of which you were provided with photos to explain why this was required and I understand in addition to this a member of staff explained that there was the option to dispute the decision with TDS. I am sorry you felt you were treated unfairly and not listened to. The return of your remaining deposit was returned under TDS guidelines and the additional rent within 11 days of the end of your tenancy. We pride ourselves on our customer service and take all your comments on board. If you would prefer to discuss this further I would be more than happy to talk with you. Please call 01865 318013 or email lizanne@pennyandsinclair.co.uk
5/5
Trustpilot"I had a great experience with Penny…
"I had a great experience with Penny and Sinclair.The property manager Mam Nafeesa is extremely helpful, she gives you prompt reply of all the issues, keeps following up and updating you.
5/5
GoogleFabulous experience with Penny and Sinclair. The whole process was smooth, seamless and thorough. Helen answered all our questions promptly and we're thrilled with our new home. Thanks Team!
Thank you very much for sharing your feedback and taking the time to write this great review. We are really pleased you are happy with the service you have received.
5/5
FacebookWe saw 3 agents to start the process - Penny and Sinclair were the most positive with regard to target price and had the best rate - once chosen they produced a superb brochure and found us 12 prospective buyers over a very short period including the eventual buyer. They were close at hand throughout and kept us informed at every step - Kate McKinnon was particularly helpful and appreciated. In summary - efficient and good value!
5/5
GoogleI recently rented a property in the area with Penny & Sinclair and it was a nice and smooth experience. Among the very many agencies that I have worked with, P & S Burford had an outstanding performance with a personal touch which is not very common in the market. They have set up the new property for me so that everything was up and running when I've moved in. I strongly recommend their services.
Thank you for taking the time to share your feedback and we are so pleased you have had a good experience with Penny & Sinclair.
5/5
TrustpilotExcellent Support 🌟
Joanna, our property manager, has been incredibly helpful with any issues we’ve had in our apartment. She responds to emails quickly, stays on top of things, and always does her best to assist. Her professionalism and reliability are truly appreciable.
5/5
TrustpilotFriendly, positive and professional
I recently sold my house with Penny & Sinclair and I would wholeheartedly recommend them as agents. Angie who did all the hard work was excellent - her original estimate of the value of the house, her encouragement and wisdom to hold out for higher offers when we had the offers from developers, her determination and enthusiasm to find people well suited to the house who really wanted to live there, and her friendly, positive, optimistic and professional approach throughout were all spot on and very much appreciated. I was pleased with how the process went and that it was completed within my timeframe.
5/5
TrustpilotHighly recommended
Joe was quick, open and positive. He did everything he said he would, more than once as through no fault of his own the sale fell over twice. He and his team maintained contact throughout the transaction. A very good job well done. Thank you!Jay Chitnis
5/5
GooglePenny & Sinclair have been absolutely brilliant, I couldn't be happier with their service. Special thanks to Helen Lee who's been amazing, I'm so pleased with my new place.
Thank you very much for the excellent review and for taking the time to share your feedback.
5/5
GoogleWe bought a house through Penny Sinclair as an investment property. The sale handled by Robin proceeded quickly and we engaged Helen to rent and manage the tenancy on our behalf. We received competitive offers in the first week and rented to a great family who we felt would be good tenants. Overall it worked well and we are very happy with the professional and friendly service provided by all the team at Penny Sinclair.
Thank you very much for your review and taking the time to share your feedback. We are really pleased you were happy with the service that Helen and Robin provided.
4/5
TrustpilotJoe Worsell was well prepared for the…
Joe Worsell was well prepared for the initial meeting, provided good guidance on pricing and had the property listed very quickly. Would work with Joe again.
5/5
TrustpilotFantastic service from Georgia and her…
Fantastic service from Georgia and her team . Always super efficient and responsive.kept us fully informed at all times about potential lettings and always willing to go the extra mile when necessary .
5/5
GoogleJust sold our home of 20 years through Penny Sinclair and would highly recommend this agent. The property attracted quite a lot of interest, almost all of which were serious buyers. The whole process was managed smoothly throughout by Robin Spindlow, who took us through to a successful sale with patience and good humour. We are not planning another move any time soon, but if we were, we should be very happy to use Penny & Sinclair again.
Thank you so much for your recommendation and positive review.
5/5
TrustpilotExcellent
Excellent - realistic valuation, very easy to deal with regarding viewings, found me buyers when other agents had failed to and excellent communication
5/5
TrustpilotSean was an absolute super star in…
Sean was an absolute super star in selling our property, I cannot recommend Penny and Sinclair enough. He was great with dealing with us and with the buyer and it all went very smoothly and everyone was happy with the outcome. A true professional.
5/5
TrustpilotI have used the excellent services of…
I have used the excellent services of Penny Sinclair, in particular Georgia and Emily for seven years, and during that time had best experience. They are very customer oriented and I have complete trust in them knowing that they are after my business. Superlative!
5/5
TrustpilotSearch Experience
Anum provided an excellent search experience, very professional, extremely timely in her responses, and genuinely committed to helping. It’s rare to see that level of support and dedication in the industry nowadays!
5/5
GoogleJust moved into a new rental property using Penny and Sinclair and the service provided by Lisa Gould was exceptional. Lisa was extremely helpful and answered all of our queries and concerns promptly and efficiently. We were also able to have multiple viewings to ensure we were able to make the right decision about our move. Thank you, Lisa for the great service.
1/5
TrustpilotSTAY AWAY
STAY AWAY! Penny and Sinclair is complicit in discrimination by landlords towards people on Universal Credit and other benefits. This is despicable and straightforwardly unlawful.
I note you have made this comment on a number of Letting Agents pages and I am sorry you feel this is the case. I can confirm we do not discriminate against tenants on Universal Credit.
5/5
TrustpilotSelling One's Beloved Flat
Joe Worsell helped me promptly and found a buyer very quickly. He was supportive and illuminating during the whole process
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Tell us what you need and we'll put you in touch. Penny & Sinclair hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near Burford.
