Trusted Agent profile · Chester-le-Street
★★★★★
2,204 reviews across 2 platforms
Bridge End Chambers, Chester Le Street, DH3 3QY, Chester-le-Street, DH3 3QY
Part of Your Move & Reeds Rains National Home Move, see every office.
Reeds Rains's office in Chester-le-Street, at Bridge End Chambers, is rated 3.8 out of 5 across 2,204 reviews on two platforms, including 246 Google reviews rated 4.8.
Every review we hold for the Chester-le-Street office, from every platform, shown as written. First names only.
5/5
TrustpilotStaff was great,good communication and…
Staff was great,good communication and taking their time to explain things through. Would recommend the service over again
We're so happy to hear our staff provided excellent communication and took the time to explain things thoroughly. We appreciate your recommendation! Regards, Reeds Rains
4/5
GoogleWe have rented a property for the first time with reed rains Chester Lee street. Janet was really helpful through the process and getting everything all sorted, very patient and nice when the system crashed on us too. Thank you!
Thank you for your Review Junaid, we hope you've settled in well.
1/5
TrustpilotReedRains and religious beliefs
I tried to apply for a mortgage adviser position with Reed Rains. Due to my religious beliefs I was not able to work on Saturdays. Reed Rains were not able to accommodate my religious beliefs despite the fact I offered Sundays , they have many advisers and several estate agency offices in the area and we are in the 21st century. They claim Saturday is a busy day at estate agents (even though appointments were telephone calls only and could be any time) and would not budge to consider even a part time role. The discussion was with an area supervisor in the North West. Reeds Rains are now beginning to address the issue!
Hi,As widely advertised on all job vacancies we are an equal opportunities employer which values diversity within the company and have widespread evidence of this. We do not discriminate on the basis of background, needs, or religious belief and an applicant’s suitability for a role is based purely on their capabilities, experience, and knowledge to perform the job. We would be more than happy to discuss your individual application further and will make contact with you, via email, in the first instance.Kind regards,Reeds Rains
1/5
TrustpilotI am a landlord that's worked with Reed…
I am a landlord that's worked with Reed Rains to manage our property in East London. There has been little need for interactions over the last few years other than the odd visit and collection of rent. However, over the last 6 months, our tenants have unfortunately slipped into arrears of around £10k. Reed Rains has not managed this situation very well, there has been little effort to communicate with the tenants other than rent invoices being sent from an office 200 miles away. It was mentioned three months ago that the tenants might have vacated the property. This was only checked last week with an abandonment notice being placed on the door. Despite repeated requests to be contacted or find out who deals with the property and us as a client nothing has been done. What I have been getting is passive-aggressive emails from the team at credit control taking no responsibility and showing no empathy for the fact we are £10k in arrears with no end in sight and that we could have been better head of the problem. Again there has been no one to speak with to discuss the matter.Our experience of this company and lack of customer service here is shocking, in this case, there certainly have not operated in the best interest and on behalf of the client.
Hi Daniel,I'm sorry you have not been pleased with the service you've received from Reeds Rains. Customer service is of paramount importance to us. Please let us know which branch it is you had dealings with?Kind regards,Reeds Rains
1/5
TrustpilotMCR City Center Branch - 0/5
I am landlord, I was on fully managed service with RR. RR selected some bunch of thugs as tenants for my house, Tenants never paid rent on time and stopped paying after 3 months completely. RR did literally nothing, RR failed to effectively do the pre-tenancy checks, referals, failed to notice that tenants had dogs at my property, RR also made blunder when sending S21 notice, it was rejected by solicitor. There is no dedicated property manager, it keeps changing and you need to keep explaining to the new property managers. its big NO-NO agency, avoid yourself a horror and choose some other trustworthy agency.
Dear Mr Dahake, I am sorry to hear of the experience that you faced with your former tenants. Reeds Rains take customer service extremely seriously so I apologise if you feel you have not received excellent service. Having looked into this matter I can see we carried out adequate referencing checks prior to the tenancy commencing through one of the UK's biggest referencing companies, Experian. The checks were passed as satisfactory with no indications of poor credit history or previous grievances with renting. As per your 'fully managed' package, Reeds Rains assisted with the legal proceedings in evicting your tenants through the correct process via the courts, this was further aided by our legal department. Furthermore, I can see that the senior property manager was in contact with yourself throughout the process up until the keys were handed back. Kind Regards Greg Davies - Senior Branch Manager
5/5
TrustpilotProfessional
They handled the sale of my property in a professional manner with great communication through the whole process.
We're so glad we could provide professional service and clear communication throughout the sale of your property. Thank you for your kind words! Regards, Reeds Rains
5/5
TrustpilotReeds Rains Hull
Reeds Rains Hull - EllieThis review is in regards to information i required after leaving my property.I needed information regarding a number of things when i had left Reeds Rains, the main being information on my deposit and how to correctly ask for a refund etc. Ellie replied very quick and reached out to me with all of the updates to do with my deposit refund. I never felt like i was waiting for a response and she handled my needs with what i would deem as above and beyond customer experience.I had a lot of bad experiences with the Hull Branch of reeds rains, especially in recent years. But Ellie was fantastic and couldn’t have done more for me.Nathan K
5/5
TrustpilotMyles reeds rains
Myles could not have been more helpful and patient Under very trying circumstances
We are glad to hear our team provided helpful and patient support during a difficult time. Regards, Reeds Rains
5/5
TrustpilotA very competent ,pleasant and helpful…
A very competent ,pleasant and helpful young lady, a credit to your team.
We're so happy to hear that our team member provided such excellent and helpful service. We truly appreciate your kind words! Regards, Reeds Rains
5/5
GoogleWe have recently immigrated to Uk, and this is our first house here. During the process Janet was always supportive and patient to respond all the questions, I think Janet and Nicole are really an asset for Reeds Rains! There are always something for improvement in any business, I wish a lot of success to this team.
Morning Sahar Thank you so much for the lovely review. We hope you get settled in and enjoy living here. All the very best to you and your family. Janet, Nicole and the Reeds Rains team
4/5
TrustpilotMyself and my husband a viewed a property…
Myself and my husband viewed a property through Reeds Rein last week. I wanted to pass on how great our experience was with Louise who did our viewing. Louise was professional, but friendly, honest and knowledgeable, and did not rush us through the viewing. We have viewed houses previously and I honestly can say Louise was one of the best we have dealt with. She is a credit to your team. We have made our decision about the house, and how we would like to proceed. I know Louise is going to be in touch soon, so will look forward to speaking with her.
Hi Emma - Thank you for your kind review, if you can let me know which branch you had dealings with I will pass on your review to Louise. We are always trying to improve our services and take any and all feedback very seriously. Could you tell us what we needed to do to get the full 5 stars?Kind regards,Reeds Rains
1/5
TrustpilotRude estate agent
Today I accompanied my mum to a house viewing and the estate agents showing us around was awful. For the first few minutes that we were in the house she was perfectly pleasant and professional. However, after a conversation between my mum and I where we indicated that the kitchen and garden may be too small for my mum’s needs, the member of staff very quickly became rude and dismissive of everything we said, and her entire demeaner changed to one of irritation. After seeing the downstairs, I asked my mum if she wanted to look upstairs. Before my mum could even answer, your member of staff cut her off with a very sharp “What’s the point in looking upstairs if you’ve already decided it’s wrong?”. Firstly, we hadn’t decided that it was “wrong”, we were just commenting on things as we saw them (we also made lots of positive comments). Secondly, I was addressing the question to my mum because she has mobility issues, and what I was really asking her was “are you physically comfortable enough to go upstairs today?”, which my mum knew, but didn’t get the chance to answer because she was very rudely cut-off. Thirdly, if we’ve travelled there to see the house, we’re going to want to see all of it. That should be common sense. After seeing the rest of the house and making lots of positive comments, we were discussing it in the downstairs hallway. It was obvious that the estate agent just wanted us to leave, she had clearly decided that we were wasting her time. When discussing the garden, mum said that she ideally wanted something bigger. The estate agent asked where mum lived, and then snapped “Well, the garden you’ve got is like a postage stamp!” which was very rude and totally irrelevant. Mum had already explained that she has mobility issues, and now she explained it again, stating that the reason she wanted a bigger garden than what she has now is because she’s struggling to walk to dogs and she wants them to have a big garden to be able to run around in. My mum shouldn’t have to explain her motivations of her criteria for a house to the estate agent, especially when she had already told the member of staff that she has a disability. That is none of the estate agent’s business! We both loved the house and mum is considering putting an offer in, but staff should be trained to a better standard than that.
Hi Lucy,I'm sorry you have not been pleased with the service you've received from Reeds Rains. Customer service is of paramount importance to us. Please let us know which branch it is you had dealings with?Kind regards,Reeds Rains
1/5
TrustpilotMacclesfield Office - Impressively bad service for a renter...
Macclesfield office and maintenance should hang their heads in shame!After 3 days in a rented property the plaster fell off the wall of my twin 2 year olds bedroom - the next day we had Reeds Rains contractors round who declared it was damp from a hole in the roof. I offered to pay for the fix on the day to protect my children but was not allowed as it had to go through our landlord and Reeds Rains.For 4 months we chased Reeds Rains, their maintenance team (based in Southampton with no access to a phone for 3 months despite never being available as they were 'on another call' when we contacted the maintenance team). Children were sick regularly, we taped the wall up, took our sick children into the office to prompt action...lots of sympathy and promises from various people but zero action or communication to explain why nothing was happening. We escalated our complaint after researching (as nobody in the process shared our possible next steps), 3 months later our landlord told Reeds Rains maintenance company he would not be fixing our roof or wall and he was angry at us as previous tenants hadn't complained. The maintenance company disappointingly told us this was the end of the process and there was nothing they could do - despite him obviously breaking his contractual obligation to four rot free walls and a roof.After almost 4 months of a young family living in a damp house and paying full rent whilst chasing people on a daily /weekly / monthly basis it got fixed for less than 3/4 of our monthly rent.Ongoing issues after 5 months include:*Bath not attached to the floor and fell on my mother in law 5 months ago - not fixed*Washing machine broke - not fixed*Dishwasher broke - not fixed*Fireplaces not attached to floor or walls - not fixedStill paying £1200 a month for this bargain and service - as a renter I suggest you avoid this company as they have not supported us, shared any information, expressed an interest in our welfare beyond taking our money and passing on our landlords cut.
Hello Vincent,Thank you for your comments and I am genuinely sorry to hear the problems that you have experienced with maintenance since moving into the property. When a maintenance issue is reported, our Maintenance Department have to take steps to gain the authorization from the Landlord to proceed with the works and then engage with a contractor. In this instance, this process did take longer than we would have hoped and was due to the original contractor having to be removed from the job. This meant that we had to begin the process again with a new contractor. I am pleased to hear that these works are now completed. Regarding the other issues that you have raised, I can see that we have approached the Landlord for the authorization to get these issues resolved. I trust that our Maintenance Department will be in contact soon and hopefully with a more positive outcome for you.Kind regards,Reeds Rains - Macclesfield
5/5
TrustpilotVery professional
Very professional, friendly and knowledgeable. Keep clients up to date with progress.
We're happy to hear our team's professionalism and communication met your expectations. We appreciate your kind words! Regards, Reeds Rains
5/5
TrustpilotI have been very happy with Reeds Rains…
I have been very happy with Reeds Rains up to now. They are helpful and polite.
We're so happy to hear of your positive experience with us and that we could assist with your house sale! Thank you for your kind words. Regards, Reeds Rains
5/5
GoogleMoving home can be a hard and stressful experience. (But always worth it when you finally get in). The team at Chester-le-Street were amazing at helping find a house and get completed. Vicki in particular was very supportive, making herself avaliable for question's and follow-up, jeeping me up to date throughout. Thank you so much Paul
Hi Paul, thank you for your review. Good luck in your new home! Vicki, Mark, Nicole and Janet.
1/5
TrustpilotAvoid.
Regarding the Salford Quays branch.They refused to comply with a request for our landlords address in line with Section 1 of the Landlord & Tenant Act 1985. Explicitly stated that the request was in line with this act and still declined.Requested a "relisting" fee, we came to an agreement to move out of the property early due to antisocial and criminal behaviour from a behaviour. When asked for an invoice and an itemised cost of the fee, this was also refused. £350 + VAT was requested to "relist" the property.Money was taken from our deposit to pay for a skip so a new drive could be laid. We were informed that "Rubbish had been left in the bins and a skip was needed to remove it" (unsure why the bins couldnt be put out for the bin man). We have since been back to the property and have seen a whole new drive has been laid. We are now being threatened with small claims court for the relisting fee. We are still in arbitration regarding the outstand part of our deposit that was not returned.Complaints have been made to Salford City regarding there practices and inability to follow tenancy law.Avoid.
Hi Rob,I am really sorry you have not been happy with the experience you’ve had from Reeds Rains. We take customer satisfaction very importantly. Following this review and your recent email, our Senior Property Manager, Joe Taylor is currently investigating these matters for you and will be in touch shortly with his response. Kind Regards,Greg Davies - Senior Branch Manager
5/5
GoogleI would like to say a big thank you to the team at reeds rains they have helped me so much and they have gone above and beyond to help me rent a house many thanks from paul watson
Thank you for your review Paul, its greatly appreciated. Wishing you all the best in your new home
5/5
TrustpilotGreat team, personal yet professional
The team at the Stockton branch are just fantastic. Handled my sale professionally and efficiently, always keeping me up to date with the process. Andrea in particular was always helpful and friendly when giving me updates and happy to gently push the other side when necessary. Highly recommended.
Thank you for leaving your review. I will send on to the team in Stockton.
5/5
TrustpilotGreat estate agents
Great estate agents. Customer Service was fab. Leah and Tom were both very helpful and kept me up to date and chased solicitors etc. On the day of completion there was an issue with the funds being released and it was late in the day when we got the keys but Tom arranged for them to be dropped off as soon as funds had cleared. I wouldn't hesitate to use them if I move again.
5/5
GoogleHaving just gone through the process of buying my very first home- I cannot thank Janet, from the Chester le Street branch enough. All of the staff have been helpful and lovely however Janet went out of her way to chase things up on my behalf, when I was unsure of anything Janet explained things to me in detail and made me feel very reassured! Nothing has been too much trouble for her. Thank you so much for making what has been quite a daunting experience, enjoyable!PositiveProfessionalism
Hi Natalie, it's been an absolute pleasure helping you find your first home. I wish you all the best for the future, if there is anything we can do for you in the future don't hesitate to give us a call. Best wishes, Janet.
5/5
GoogleExcellent communication between the staff and myself when looking for a rental property in the area. The staff went above and beyond to ensure my move to the area ran smoothly & a few issues were resolved very quickly. Thank you again.
Thank you for your review Lynn, it’s great to hear! Best wishes from the Chester le street team
5/5
GoogleJanet was lovely and managed to get things sorted in a timely manner, Brilliant service!
Thank you for your feedback Matthew, it's greatly appreciated! We wish you all the best in your new home 🏡 Best wishes Janet & the CLS team
1/5
TrustpilotDeposit not returned
Moved out of a property over 2 weeks ago, no deposit returned even though full return was authorised by the landlord. No communication from the office, no one replies to emails honestly shocking from all departments. We have even been chased for rent that is not due. Our deposit seems to have disappeared into thin air and no one will get in contact with us from Reeds Rains Didsbury, we are horrified at the whole process with them. We received an email to say our deposit was no longer being protected over a week ago, but it has not been returned to us since it was sent, so where is it? DO NOT USE THIS LETTING AGENTS
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.
