Trusted Agent profile · Canterbury
★★★★★
325 reviews across 2 platforms
Head Office - 26a Castle Street, Canterbury, CT1 2PU, CT1 2PU
Sandersons UK's office in Canterbury, at Head Office - 26a Castle Street, is rated 4.5 out of 5 across 325 reviews on two platforms, including 289 Google reviews rated 4.6.
Every review we hold for the Canterbury office, from every platform, shown as written. First names only.
5/5
GoogleBeing a first time buyer I was so uneducated and daunted of the buying process. Antonia was so helpful, knowledgeable and efficient in seeing us through to having an offer accepted! Excited to get in our house, thank you Antonia
We are really pleased that we were able to help you so positively in what is always a daunting process, best wishes for the remainder of the process, be assured we will be here to help in getting you into your first home.
5/5
GoogleChris Murphy was incredibly helpful through out a stressful purchase process, during the Covid 19 outbreak. Always on hand to give updates or help smooth out any issues. I found Chris and his excellent team polite, courteous and understanding.
Hi Clyde, Thanks for your lovely review. We were so pleased that this all went through and we hope you enjoy your new home for many years to come.
5/5
GoogleI had the pleasure to deal with Nadeem who was my initial contact, his colleagues Tom and Michelle were also delightful to deal with. Speedy responses and proactive. Well done folks, keep it up!PositiveResponsiveness, Professionalism
Thank you very very much for the kind words Karim. It was a pleasure to meet you and I hope you enjoy your time at the property. Best Wishes Nadeem
5/5
GoogleMy partner and I dealt with Jade Clubb. Both herself and the agency have been very professional and extremely swift with responding to any enquiries we had. We would like to thank Jade and Sandersons again and would highly recommend them.
1/5
TrustpilotUnprofessional and poor customer service
Specifically aimed at the Ashford branch only. Given your ethos of professionalism and customer service you have totally failed. This company are disingenuous and hide behind emails rather than have a straightforward and honest discussion on telephone. In all my life dealing with buying and selling properties I’ve not come across a worse company to deal with hence taking the time to post a review.
1/5
GoogleI dont usually write reviews, but i feel that people need to be warned about renting with sandersons. They were so helpful and lovely in the beginning to get us into the flat and once in, was a whole different story. The flat we rented had mould and was humid and freezing as it had single panelled old windows, an old heating system and gaps near the door. I reported the problems in December, heard nothing back until January, then they finally sent a guy to come and have a look, then had no information after the visit until I complained again, then heard back in march and all that was said was "the house is too cold and it's old" which of course we knew that from living there, so that was no help atall. I then spoke to them again and they said we were doing all we could to prevent it, however they did not do anything, so we had paid £80 on a Dehumidifier and all the little ones by the windows, plus spending our weekend scrubbing mould off the walls wasn't glamorous, but i picked that over risking my health. Of course we just wanted to get out of there, but once we left we thought it was all finally over, after they took money from our deposit, charged us the early end of tenancy fee and we'd handed back the keys. However I have now had money taken from my account to pay for the council tax of the flat which we officially left 3 months ago. Would not recommend!
Dear Abbie, I am sorry you did not enjoy your time with us, we always hope our tenants move on with good memories of their time in one of our properties. The lower flat requires tenants to use the heating appropriately (or wipe away condensation if they don't want to spend the electricity on heating!) and we make sure we inform everyone on viewings about this, as otherwise it can cause problems. The landlord agreed to your request for early release but unfortunately, we did not find a suitable tenant until after your tenancy end date and as such your rent was due as agreed. You were not charged any early release fees and the only deduction from the deposit was the small cleaning charge that you agreed to. Please cancel your direct debit for the council tax and speak to Canterbury Council about a refund as we have no part in your bill payments - Robin
4/5
GoogleA big thank you to Kerry and Heidi for getting our house sale over the line after a challenging start. The sale of our house was a long and difficult process and they were always on hand to help and advise.
1/5
Google* The Worst Estate Agents in Canterbury * After handing in our keys at the end of the year, Sandersons took £150 from our deposit. They claimed it was due to the state and cleanliness of the property. Myself and my housemates extensively cleaned the house before handing over the keys. We were given in inventory of the areas that required attention and were claiming the £150 for. The areas highlighted either needed a simple dust or hoover. (I have attached images to show the ridiculous areas highlighted.) The photos taken are laughable, they had to literally zoom in on specs of dirt. The areas were so small they would have never cost £150 to clean. Additionally, we had left the house for three months due to lockdown in the pandemic. Therefore, a build up was expected. However, we all returned to clean it. Sandersons were not at all understanding of this, and the manager was quite frankly rude and dismissive. They also asked if the next tenants could move in quicker but we explained this meant a quicker clean could only be given as we were given limited notice. Again, they were not understanding. My bedroom window leaked severely during torrential rains that we had. It was not dealt with for two weeks, and I have to line the window with towels, and move my bed away from it. We took our complaint to TDI and were successful, and received the full deposit back because it was shown that they were trying to scam us. They treated us with no respect, and clearly thought that as students, we would accept this fee. I do not at all recommend renting a property with them. They take advantage of students by not repairing damage, then imposing the costs onto you.NegativeResponsiveness, Quality, Professionalism, Value
Dear Katrine, Thank you for your review. I am sorry to hear that you were unhappy with the check out process which took place last year. The purpose of a check out is to highlight any changes at the property that have occurred since the beginning of the tenancy. Given the report highlighted that there were certain areas of cleanliness that needed attention, the landlord asked that the property be professionally cleaned as these were outside of ‘fair wear and tear’. On this occasion an agreement surrounding the cost of the clean could not be reached between you and your landlord, and so third party arbitration was used in order to provide closure on the matter. It is worth noting that you and your fellow housemates were refunded the non disputed amount promptly and in line with the tenancy agreement. In terms of maintenance surrounding the window, your landlord was advised of the issue promptly and trades were contacted to quote and repair the window as a matter of urgency. As the contractor needed to order the parts so as to rectify the situation, there was a small wait whilst this took place. However, the issue was dealt with within the shortest timeframe that circumstances allowed. I hope that on reflection you can see that we tried our best for you as an agency, whilst liaising between you, your fellow housemates, the landlord and third parties.
4/5
GoogleWe have been looking at apartments and houses for several weeks. Several have been from Sandersons. We wanted to check Bingley court for renting. The other flats had been let before we could view. The flat was emmpty and felt spacious. The ensuite bathroom shower was too small but the other bathroom had a bath shower. We liked the flat but felt it was too small. Our family is three people. The location is near to the station, the center of town and a supermarket. Sandersons representative was polite and knowlegeble. We were late and rang the office to let them know. We got put in a queue which was frustrating but got through after two or three ttempts. The agent was showing the house to another customer and waited for us and was not disturbed by our late arrival.PositiveProfessionalism
Hi Timothy, thank you for you review! We really appreciate all feedback and we know Toto is not to everyone's taste but I hope Africa wasn't too onerous on the 2nd or 3rd listen. I hope we can find the right property for you! - SandersonsUK
5/5
GoogleNadeem was my first point of contact and throughout he has been very helpful. I've secured the rental property I was interesting in and would definitely recommend Sandersons UK to others.PositiveResponsiveness, Professionalism
Hi Tracey, thank you for the feedback! I am happy to have helped and hopefully the rest of the year will go well.
1/5
GoogleThey let our property to 4 students just before the pandemic struck on a full management. The students should have been monitored by them coming up to Christmas and a quarterly report should have been done it wasn’t. Then the pandemic hit in January and the house wasn’t monitored at all. We got the house back minus most of the furniture apart from the beds and a whole lot of mess left apparently when the student’s vacated back to their parent’s homes. As there wasn’t any help from Sandersons at all apart from you can claim on your insurance company which in our mind it wasn’t our fault as they were in charge of the house full maintenance which we were paying each month for this service. We are still waiting for the deposits to be paid to us for the mess and loss of furniture which is still outstanding. I would never use Sandersons ever again as they did a very poor job in managing our house before, during and after lockdown.NegativeResponsiveness, Professionalism
Dear Amanda, We are really sorry to hear you are upset with our service. We are currently negotiating the disputed deposit charges with the tenants. At the time that the dispute was raised between yourselves and the tenants, we gave our best advice in order to resolve the situation quickly and effectively. Unfortunately, this was not agreeable and the formal dispute process is being followed and we continue to work to resolve this situation for you. We have worked with the student market for many years and unfortunately things are not always straightforward, and this is certainly a case in point.
5/5
GoogleI cannot recommend this team enough. I was looking for a place to live in Canterbury after getting a job offer down there. I have never visited the area and the team were fantastic at giving me advice on places that are best to live. Nadeem especially was so responsive and helpful in answering all of my never ending questions that I had. Nothing is too much for them. The loveliest, friendliest and most professional estate agents you could ask for. They made the normally daunting process of finding somewhere to live seem like a walk in the park. They explained everything and within a day or two everything was signed and sorted. Couldn't ask for anything better.PositiveResponsiveness, Professionalism
Dear Alice, Thank you for your kind review. I am very glad we managed to source the right property for you and also made the process a lot easier. Best of luck in future. Kind regards, Nadeem.
1/5
GoogleThe worst estate agents I've ever had to deal with. No regard for tenants wellbeing, in the ever-so mouldy house leading to health issue which no-one at Sandersons would take seriously. Months of trying to come to a simple agreement on getting maintenance work, which was refused all year until the last month of our tenancy. Staff don't care about tenants and landlords don't care about tenants. The house is falling apart, sadly with only the tenants expected to fix and endure the endless issues which occur. Awful - save yourself stress, declining health and money by going elsewhere.NegativeResponsiveness, Quality, Professionalism
We were greatly concerned to receive your review and thank you for coming into the branch and discussing your concerns with us. We hope that no tenant ever feels like they are in the same situation you have faced this year, and I am glad we came to an agreeable resolution. Please be assured your feedback has been heard and we ensure that the same will never happen again. I wish you all the best in your future endeavours - Robin & Kay
5/5
GoogleWe own a property in Canterbury and have for the last 9 years had Sandersons UK manage it for us. In all these years we have had professional help from all members of staff there. They are always very respectful and attentative to all our concers. If there is ever a problem they are quick to resolve it. Robin and Jessica are particularly very good at their jobs....always striving to do the very best for our tenant and us. I would highly recommend Sandersons to anyone thinking of renting their property....you will not be disappointed with the service your receive.PositiveResponsiveness, Professionalism
Dear Rosie you are a star! Thank you for your review and recommendation, now Gerald has settled in lets hope for more peaceful year - Robin
5/5
GoogleJade Clubb is exceptional. Meeting her at the viewing, she made me feel heard and welcomed which really resonated with me. She has made me and my family see Sandersons as a reputable organization.
5/5
GooglePro-active team, very helpful, great characters and sold our 700 year old listed home, without any hiccups. Big thank you!
Thank you for the lovely review! It's been a pleasure working with you.
5/5
GoogleRobin and Chloe have both been very helpful and professional. As a new landlord, I met with several estate agents whose approach I didn't appreciate. I went with Sanderson's because I felt they were engaging and supportive without pushing their own agenda. They have found me a lovely tenant and I am happy I went with them. They also did a good job with the photos and virtual tour they put online to advertise the flat.PositiveResponsiveness, Quality, Professionalism, Value
Hi Trina, thank you so much for the lovely words! We are particularly proud of our marketing and I am glad you agree, I hope the tenant we found has a lovely stay and if we can help at any point please don't hesitate to get back in touch! - Robin
5/5
GoogleSandersons sold our house, when others couldn't ! A very professional focussed team always on hand to help and assist from the start to the finish. All of the team have to be commended. We would use them again without question to buy or sell a house.
Thank you so much for your kind review Ann. It has been an absolute pleasure to help you sell your home. Wishing you all the very best with your new surroundings, from Linda and the Canterbury branch
5/5
GoogleWe were in uncomfortable position to have left another agency for poor service. Chris, Heidi and the rest of the team helped us navigate through the process, going well beyond what we could have expected from them. Hands down the most caring and professional agents we ever had dealing with!
Thank you so much for your kind review. We know how difficult and stressful moving can be, especially if you have been misadvised and let down by poor service from another agent. We were pleased that we had an opportunity to work with you and exceed your expectations. We wish you all the best in your future. Best Wishes Chris, Heidi and the rest of the Canterbury Team
5/5
GoogleNadeem was excellent at showing and securing a property for us - we did not end up accepting the offer for the property but the service was great. Cheers.
Hi Louis, thank you! It was great to meet you and Anne, I wish it had been the one for you and if anything changes I hope you give me a ring - Nadeem
5/5
GoogleAlthough we ended up not finding a property with Sandersons their agents, particularly Nadeem, were very helpful and friendly, would recommend!
Hi Anni, Thank you for the review and maybe next year we will have the one for you! - Nadeem
5/5
GoogleBrilliant service from start to finish. Julie was a joy to work with and organising everything for our perfect move. The House is just so great and just what we wanted. Would highly recommend Sandersons and the Team. Thanks again!!!!!!
5/5
GoogleExcellent service. Professional and friendly. Would highly recommend.
Thank you for your lovely review, so glad you have been happy with everything- Antonia and the team.
1/5
GoogleVery unprofessional service: failed to attend a viewing, which cost us time and money to attend, and then were incredibly rude on the phone about it (I had even called in the morning to confirm time and place). Later in our search, I called about another property despite misgivings about using them, because we liked the house, however, the person I spoke to was also incredibly rude and patronising. I've noticed the comments on other bad reviews saying "they can't find them on the system", but I assure anyone reading this, I am not "mistaken" about which estate agent gave me these issues. Thankfully found somewhere with another agent.
We are really sorry you have had this experience with an agent and although you are certain it was with Sandersons, we have no record of you even registering with us, not to mention booking a viewing. Did you register under someone else’s name? We confirm all of our appointments by phone, follow up with an email and then again, a phone call the day before or morning of the appointment and no one in our office has a record of managing an enquiry under your name. If this was with Sandersons please can you email Chris Murphy the Branch Manager at c.murphy@sandersonsuk.com with some further details, then the matter can be investigated immediately. Many thanks.
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