Trusted Agent profile
★★★★★
188 reviews across 1 platform
Alton House, 27-31 Grange Road, Darlington, County Durham DL1 5NA
c's County Durham office at Alton House is rated 3.9 out of 5 across 188 reviews on 1 platform. The 188 Trustpilot count is for the whole business. Checked 9 October 2026.
Every review we hold for the County Durham office, from every platform, shown as written. First names only.
5/5
TrustpilotA Great Team Who Do Their Best To Deliver Good Outcomes In All Scenarios.
The staff are very helpful & live in the real world for delivering suitable outcomes for my clients - I know i can count on them for both sales & lettings related queries, issues and suitable service responses. I have no hesitation in recommending or dealing with MPB on a personal or professional level.
1/5
TrustpilotAbsolutely awful company
If I could give them zero stars I would. They are the worst company I have had the misfortune in dealing with. Incompetent staff and non-existent communication skills from the very beginning. There are so many issues/examples of incompetence to highlight however due to a word limit I am only able to detail a few of the many issues.Upon viewing the property we called the office and paid the holding deposit to secure the property. The following day we received a call to check if we were interested in the property as they had other viewings booked...We received the inventory and contract two days before moving day. We were told that as work was being done to the property in those two days before we moved in, we would get an updated inventory. We chased this up numerous times to be told we wouldn't get an updated inventory as this was not the process, despite having an email to the contrary.The property was advertised as fully double glazed. It wasn't until we received the inventory two days prior to moving in that we saw it was only partially double glazed, something we did not pick up on in the viewing as we were shown around by the current tenant as the agent did not show up.When we moved in the recycling and waste bins were full to the brim with rotting waste and full of maggots which we had to empty and pay to be cleaned.Three days after moving in we reported the drains as blocked. This has been an ongoing issue for the duration of our tenancy with issues logged on 17th November 2020, 12th August 2021 and 31st October 2021.As the drain issue was never resolved it culminated in the drains getting so blocked that on 31st October the toilet became blocked due to the stack pipe up the side of the house being full of crap. Water was dripping out of the back of the toilet and water marks were visible on the ceiling below. This happened on a Sunday when My Property Box were closed. We logged this issue on the portal and sent an email to My Property Box. Following a call by us, Northumbrian Water came out to clear the blockage, luckily at no cost. My Property Box never sent anyone to check the bathroom floor for water damage but they did arrange investigatory work to try and resolve the drain issue once and for all. It only took almost a year.At one point early on in the tenancy when nothing was getting resolved I asked for the complaints procedure and was told this was on their website. Unsurprisingly there is nothing to be found on their website.20th November 2020, issue raised via tenants portal regarding animal sounds in the roof, a noise that woke us up in the early hours every single night. This was not resolved until 25th February 2021, when a bird's nest was found. We also found holes in the roof, discovered by us when investigating the source of the sounds.28th November 2020, issue raised for leaking radiator, not fixed until March 2021.October 2021, email received from the tenancy manager advising of a rent increase and asking if we wished to extend our tenancy for another 6 or 12 months. We advised that we accepted the rent increase but wished to remain on a rolling monthly contract. Two days later we received an email congratulating us on renewing our tenancy. We logged into the tenancy portal to see that they extended our tenancy for another 12 months, which we had to follow up to be corrected.14th October 2021 - my partner received a call to book in an inspection. He advised the staff member that he would need to check dates with me and asked for a call back. The male employee said 'it would be better if you called me as I will probably forget'...17th November 2021 - after the rent increase had come into effect, we received an email stating that My Property Box had not received the full rent payment and to pay the outstanding balance asap. This was a surprise to us as we’d updated our standing order with the bank and the money had gone out of our account. What wasn't surprising was that this was an error by My Property Box as they had not amended our rental amount on their system, which we identified when we logged onto the tenancy portal and saw we were £15 in credit, the amount the rent had increased by.22nd February 2022, we received a call from a different letting agency to advise us that they were taking over management of the property and this was effective from 18th February. My Property Box didn't even have the courtesy to let us know. At this point I wouldn't expect anything less from them.
Hi Hannah,Really appreciate you taking the time to write this detailed feedback, albeit bad, it gives us the opportunity to fix any potential issues and refine our service even further.This doesn’t excuse the service you received when applying for the property, but at the period you paid your application fee, we had some staff working from home rather than in the office due to Covid-19, it’s much easier to coordinate between team members while all in the same office and at times we may have doubled up on work and appear to have called you as an applicant twice. It’s also common for an existing tenant to conduct the viewing (we actively encouraged it to reduce the risk) while Coronavirus infections were high, however we’re sorry you weren’t made aware that we wouldn’t also be attending.Regarding the maintenance of the drains, this took longer to resolve than we would have liked. Unfortunately, as an agent we can sometimes find ourselves stuck between a tenant and a landlord and we’re only can able to sign work off which has been approved. As you’re aware this turned out to be a rather large job and while we’re glad this was eventually resolved, we’re sorry that you had to endure it for an extended period.Regarding the complaints policy, apologies if this was not as easy to find as you might have liked, the link is in the footer of our website https://www.mypropertybox.co.uk/complaints/ here it is should you feel the need to use it.We wish you well for the future and hope the house doesn’t throw up any further issues.Kind regards,My Property Box
5/5
TrustpilotI called into your office
I called into your office, needing advice about renting a house in the Darlington/ Northallerton area, I found Andy, friendly, professional, knowledgeable about both areas! And when I'm ready to take leap and move to this area , I will definitely be choosing property box to do that.
1/5
TrustpilotI bought a property managed by this…
I bought a property managed by this company but felt they were too far away from the house and in fairness to my tenants I found a local letting agent who have been five star. Despite sending them my bank details for an outstanding payment I had to advise them again. How can they send a rental payment without a statement. Its now two days and still waiting for a statement and suspect there is an issue which they do not wish to share with me. Tried calling and referred to voicemail which is full.
5/5
TrustpilotMy Property Box were probably the last…
My Property Box were probably the last chance saloon for my uncle. He had put his bungalow up for sale with about six other estate agents with no luck.
1/5
TrustpilotAwful service on the whole from a…
Awful service on the whole from a landlord perspective, ignore emails regularly, are rude in emails from time to time and consequently have left. Now they are ignoring us after we have jumped ship and we are being told by our tenants they have paid MPB, who will now not communicate. The day they took over from Acorn in Newcastle service levels started to drop and have continued to do so to this day. My advice would be to avoid, I am aware of many other landlords in Newcaslte that feel similar
Thank you for sharing your feedback. I’m genuinely sorry to hear about your negative experience, and I understand your frustration. Communication and professionalism are key, and it’s concerning to hear that you feel these aspects were lacking in your interactions. I will make sure your concerns are addressed to improve the service we provide, and I apologise for any inconvenience caused. Regarding the withheld rent, it has been highlighted to yourself that the maintenance repairs remain unpaid and are reflected as outstanding on the ledger. However, if you'd like to discuss this further or have any other specific issues you'd like resolved, please feel free to reach out. Your input is invaluable as we work to improve.
1/5
TrustpilotDisappointing service from Jesmond branch
My daughter moved into a rented flat along with 2 other students in Newcastle in September. It was managed by the Jesmond branch. It had a communal entrance accessed by a fob. When they moved in they were only given 1 working fob for the 3 of them, having been told one was broken and 1 hadn’t been returned from previous tenant. The company initially made no effort to provide them with another 2 fobs even though they had requested them. They were having to coordinate between them who had the fob each day -massively inconvenient. After a few weeks they were given instructions on how to use a telephone system to get in. It didn’t work reliably so that was no good.The estate agent kept saying it was the responsibility of the company who maintained the building and not them to provide fobs, whilst the maintenance company said they worked under instruction of the estate agent. It took lots of emails and telephone calls and then a formal complaint to get replacement fobs issued, taking over 2 months, which is disgusting service. In our experience they are incompetent and only work to complaint. I’d advise anyone else who has issues with them to keep a record of telephone calls and emails and if you don’t get your issue resolved satisfactory then make an in-house formal complaint first and if you are still not happy with the response then contact The Property Ombudsman. ( The complaints procedure is on the bottom of My Property Box website).
5/5
TrustpilotExceptional service from Amaan
Our lettings negotiator, Amaan, has provided us with exceptional service and used his initiative to find and show us round other properties that fit our criteria but were not on our radar. This helped us out a lot as we decided to go with one of these properties which exceeded all expectations we had. Their service so far has been very efficient and swift- Amaan has been very honest, upfront and effective in communications where he has been easy to reach.
5/5
TrustpilotFirst class service
We have nothing but praise for MyPropertyBox and all the wonderful, helpful and professional staff we dealt with. Right from the off nothing was ever a problem and they reassured us at every step along the way, making us feel like individuals and not just another generic house sale. First class service, we would not hesitate to recommend…. which we already have!Well done Nicola and team!
5/5
TrustpilotStaff at Property Box Newcastle - Jasmine Henderson.
We have not been particularly happy with My Property Box in Newcastle, however I did want to write to express our appreciation for Jasmine Henderson. She understood our concerns about past confusion in statements and the difficulty of actually getting help should an issue arise. Whilst other members of the team promised action but rarely followed up, Jasmine is quick to respond and always ready to help or advise. She is a real credit to the company.
5/5
TrustpilotLong term Tenant
I have been dealing with Jasmine Henderson from my property box (formerly groves) since February 2021. She is always so quick with her replies and always goes above and beyond to make sure any needs we have with regards to our property or just general enquiries are dealt with. Cannot fault the service I’ve received whilst being under my property box, everyone I’ve dealt with has been lovely but especially Jasmine who is always happy to help.
5/5
TrustpilotA brilliant North East property team
I’ve had the pleasure of working alongside Beth and I also see her every month at the Property Investors Network, where she is always there representing My Property Box and supporting the North East property community.
1/5
TrustpilotA Total Disgrace
A Total Disgrace, Jesmond Branch Prioritises profits Over Tenant Safety! I had an absolutely terrible experience with the Jesmond branch today. They don’t seem to care one bit about tenant safety! If Jeffrey Epstein and Diddy were landlords, I’m sure they’d be leaving glowing five-star reviews for My Property Box in Jesmond.
5/5
TrustpilotGreat Service
Very Professional! Big shoutout to Geri who was extremely helpful with the admin throughout, and took us through everything with care and understanding.
5/5
TrustpilotA Positive Experience
We had sold our house and were a few weeks away from completion with nowhere to live. We found My Property Box who were very accommodating and found us a property straight away.
1/5
TrustpilotExtremely unprofessional company
Arrogant company that doesn’t care one jot about the safety of the tenants. The staff is rude, obnoxious, unprofessional and, when running out of excuses, simply puts the phone down on you! Extremely unpleasant experience, will be avoiding them at all costs in the future,
We’re very sorry to hear about your experience and truly regret that we did not meet your expectations. The safety and satisfaction of our tenants are extremely important to us, and we take your concerns seriously. We would like the opportunity to understand exactly what happened and address it directly. Please reach out to us at contact@mypropertybox.co.uk so we can discuss your experience in detail and work toward a resolution. Sincerely, My Property Box Ltd
5/5
TrustpilotGreat service
Smooth process, Georgia in particular was a great help and was happy to support and answer many questions, alongside offering great support and communication during the process. Couldn't recommend more! 😃
5/5
TrustpilotI spoke to a Girl called Geri when I…
I spoke to a Girl called Geri when I made an enquiry and from organising a viewing to getting the keys she helped me through all the referencing steps and tenancy agreement up to getting keys. She was absolutely amazing. Deffo recommend my property box
5/5
TrustpilotWe have purchased a couple of…
We have purchased a couple of properties through this agency in Jesmond & Darlington & found the staff to be very helpful. We would strongly recommend them. Thank you.
5/5
TrustpilotI’ve been working as a contractor for…
I’ve been working as a contractor for My Property Box for many years. I’ve always had a great service from Victoria. I would highly recommend working with them.
5/5
TrustpilotWork a lot with Megan and the the girls…
Work a lot with Megan and the the girls at My Property Box and find they cannot do enough for us and for the clients
5/5
TrustpilotGenuinely thankful for Samantha Ormrod…
Genuinely thankful for Samantha Ormrod for assisting us to secure a property from MyProperyBox. She is very responsive and went above and beyond to accomodate both the landlord and prospective tenants request. I am very happy with the overall transactions with this property management. Been renting for a while and I can say that this is the smoothest deal so far.
1/5
TrustpilotDo not rent from these scum as they do…
Do not rent from these scum as they do not care if you have any emergencies within the home you live in that need repairing and the landlord refuses to allow any work to be done majority of the time.
5/5
TrustpilotWould highly recommend
Holly was great with the negotiations for our purchase, she was very proactive with chasing things up with both solicitors and also with the management company, and she gave us regular updates.
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.
c's County Durham office has 188 reviews across 1 platform: 188 on Trustpilot (across the whole business). Reviews may appear on more than one platform. Checked 9 October 2026.
c is rated 3.9 out of 5 across all 188 reviews, checked 9 October 2026.
c, Alton House, 27-31 Grange Road, Darlington, County Durham DL1 5NA.
Ratings and review counts checked 9 October 2026. Is this your office? Claim your page.