Trusted Agent profile · Durham
★★★★★
1,231 reviews across 2 platforms
105, Gilesgate, Gilesgate, Durham, DH1 1JA
Pattinson Estate Agents's office in Durham, at 105, is rated 4.3 out of 5 across 1,231 reviews on two platforms, including 155 Google reviews rated 4.8. See how it compares with other estate agents in Durham.
Every review we hold for the Durham office, from every platform, shown as written. First names only.
5/5
TrustpilotJodi - Whickham!
I have dealt with Jodi in the Whickham branch of Pattinsons. It is early days for me in my property search and I am planning on moving into the area. Jodi has provided exceptional customer service and made sure I’ve been notified of all rental properties that may be suitable for me. If you’re looking for a property, I’d definitely recommend Jodi and the team at Whickham!
1/5
TrustpilotFeels very scammy
Feels very scammy. The moment we purchased, they sent us an invoice for £10,500 more than we had agreed on the phone with their sales rep, and then immediatley threatened to sue us for the extra money. Was also difficult to get them to send official invoices, but they did send requests for money in emails that were added up incorrectly, causing delays. Expect high pressure sales tactics and no mention of the real fees, which start at 6% of the property price. Do not assume something is true just because they told you it on the phone or face to face. Get everything in writing before you register on their portal.I hope the time i spent on this prevents someone else from being a victim. Im sure i wasn't the first person they played these games with.
We are sorry to learn that you are less than satisfied with the service you received, if you could provide us with further information by emailing auction@pattinson.co.uk we will certainly look into this and provide you with a full response.
1/5
TrustpilotThis estate agent based in…Houghton-le-Spring
This estate agent based in Houghton-le-Spring are selling our neighbours property, but the agents accompanying the potential buyers are not watching the buyers that are trespassing on our property but not being told not to trespass, on contacting Keith Pattinson the owner of the estate agents has blatantly ignored our emails and concerns.
5/5
GoogleOf the 3 estate agent reps we had visits from, Pattinsons agent showed way more confidence that we could get a quick sale. Pattinsons had a local touch about them. All the staff were professional and pleasant throughout. Most importantly Pattinsons were very patient during the sale process with a buyer who at times became very frustrating. I would have no concerns about using Pattinsons in the future.
1/5
TrustpilotNo heating for nearly 7 weeks
Extremely disappointed. We have been without heating for almost 7 weeks now and seem to be getting nowhere with this company. We threatened to cancel our standing order and still nothing. Unfortunately we have still made payment as we don't think it's fair that our credit rating should be affected, so we'll probably still get nothing done in October as our payment has been made. We contacted them on 31/08 about our heating and water and fair enough, the water got sorted quickly, but my little girl who is unwell has still had to freeze for however long it will take to get this resolved. Looking to make a formal complaint as this is unacceptable. We were promised that someone would come out for our heating last week regardless of if the landlord approved it or not but have had no response since.
Good Morning,Following your report of a problem, the contractor attended and found an issue with the pressure dropping. The only way to restore hot water to the property was to remove the link to the central heating. The contractor believes the cause of the pressure dropping is a leak underneath the floor. As the property has laminate flooring throughout, he would need to take up the flooring until the leak was located. We have tried contacting your downstairs neighbour multiple times to see if we could gain access to their property to identify the location of the leak. Unfortunately, we have not been able to gain access. As we have not been able to contact your neighbour, the contractor has been instructed to lift up the laminate flooring to try and identify the leak. We are more than happy to supply electric heaters should you require and these are available on request, free of charge, via the maintenance team until the issue is resolved.
5/5
TrustpilotJamie Millen
Emailed:Hi JamieI would like to thank you for your help and hard work in selling 30 Deanery Street in February 2024.I know that my financial position and the minimum amount I required from the sale made it difficult for you to negotiate with interested parties. Despite the lack of interest, low bids and the constraints I put on you, you did not give up and for that I am grateful.In the end I got a satisfactory outcome and that is down to your persistence and professionalism.Thanks againCharlie Errington
1/5
TrustpilotBooked at 11am slot for a viewing got a…
Booked at 11am slot for a viewing got a phone call of agent to change it to 11.15 so we turned up at 11.10 and waited no one there so phoned them to be told we had booked 2 appointments (Why would we need 2 ) so missed our viewing all because of your staff not having the commen Sence to change appointment times after phone call then they had the audasity to blame us for booking 2 no u changed it not our fault they wouldn't even own up to there mistake mistakes happen but I'm not happy when u try and blame the other party if this is the attitude they have can u imagine wat hassle they would be if u needed out of them your company needs staff retraining and they need to learn when they have made a mistake I will NEVER try to book another viewing through you again and I'll warn anyone I know against you
Hi Lisa, I'm very sorry that you have found our services to be unsatisfactory. Please could you email socialmedia@pattinson.co.uk with more information about who you have spoken with etc so we can look further into your experience with us. Many thanks.
1/5
TrustpilotThey take your money but don't sell your house
The experience from start to present has been completely appaling. I registered with Pattinson in November 2018 wanting to sell my house. I was quoted an upfront cost which I agreed to, but a few days later they told me it was actually higher (after I'd signed the contract). Aside from the fact that I get emails advising there are going to be viewings, I never get any feedback from these. Their only selling tactic seems to be to get the owner to reduce the price. In January 2020 they contacted me stating it would be a good idea to rent the property (seen as they hadn't sold it yet). Reluctantly I agreed and signed a contract which included a rental guarantee in case of no payment. The house also remained on the market for sale. About end of May/June 2020 they started contacting me again with tenant applications, a lot of which had CCJs and no income or no references. I asked if I would still be covered by the rental guarantee to which they replied "no, not in this situation" . I told them I did not wish to rent to anyone with adverse credit or no income or references. Pattinson then advised me to get gas and elec tests and certificates done as they had a tenant who wanted to move in soon. I agreed and sent over the payments quickly to ensure everything went smoothly. The next week they told me the tenant had failed the credit check! Over the next few months I continued to get emailed with applications for people who didn't have jobs or references. And so again I told pattinson agents I didnt wish to proceed. It wasn't until last week (end August2020) when an agent emailed me to ask if I was happy to proceed with a tenant who is a Smoker and Unemployed, that I was told they have cancelled the rental guarantee as of April! So I was never going to be covered by this, yet no one bothered to tell me. Had I known about this I would have NEVER agreed to pay around 700 in work to be carried out for gas and elec certificates, as I would not have wanted to rent my property, specially not through Pattinsons. My house has still not been sold almost 2 years since Pattinson put it up for sale. Clearly they are only interested in getting money from people, because once you've paid they don't care. I emailed the head of lettings whos response was arrogant and you could tell he wasn't the slightest bit bothered about helping or offering any understanding. I am yet to hear back from the branch manager.
Thank you for the review, again we are very sorry that you feel our services have been unsatisfactory. We have sent over our complaints procedure if you would like to take this further. If there is anything else we can do for you please email socialmedia@pattinson.co.uk and we will deal with the issue as soon as possible.
1/5
TrustpilotComplete lack of contact
We went with Pattinson Estate Agents because when the agent came to do the valuation we were told that they offered a superior service to other agents and that we would always be able to speak to someone. From the start the service has been shocking. We still haven’t received a for sale sign despite the property being up since May- I understand that COVID has posed some challenges but we are still getting charged for a sign we haven’t received! The sign comes in with Pattinson’s fees, and when I complained about paying for something I didn’t receive I was told I won’t get a reduction for the price of the board. We also have had to chase for updates consistently, I even had to chase head office to contact me about my complaint. When I finally did get through the person I spoke to assured they would call me (I had the day in writing) yet they didn’t and I ended up chasing again. My complaint was then passed to another department and when I hadn’t heard anything 13 days later lo and behold I ended up chasing head office again. When I did get to speak to head office they were very blasé about the poor service I had received. All in all I wouldn’t use Pattinson Estate Agents again after all the stress and work it has caused for me and I couldn’t honestly recommend them at all.
I'm very sorry that you have found our services to be unsatisfactory, please could you email socialmedia@pattinson.co.uk with your contact details and property address so we can look into this issue further.
1/5
TrustpilotVery poor service
Very poor service , it took more than month just to complete formalities after paying booking amount, super slow process , very biased service .while other agents do these processes of onboarding tenants in 1week.I was mentioned to take flat in As Is condition, even after one month 1 washing machine was provided ,
Hi. We are sorry that you have not had the experience we expect from our team. Can you provide us with some more information on your experience, like the property address or contact number you registered with us? Kindly share information with gdpr@pattinson.co.uk so we can investigate further.
1/5
TrustpilotAWFUL
AWFUL. Rubbish from the start for a first time private renter. I explained that I was unsure what to do with deposits, paperwork and such so my whole application process took much longer and I was handing in the wrong things without being advised that she was still waiting for the right documents, so I thought I had done everything right! It took longer than any two weeks to get signed up anyways rendering my initial holding fee useless!!! No help at all. I was misinformed when I handed my deposit over that it would automatically be put into a deposit holding scheme where nobody can touch it until I moved out. Well that was WRONG, yes it is in my contract that it is soley down to the Landlord what he does with my money, but I did not get that AFTER they took my money. I emailed for help twice after I left the property to which nobody replied, not even to say they couldn't help! It was stressful enough moving right at the start of the corona lockdown without having any help. What is the point of a letting agency for renters?? I am now stuck in a dispute three months later and I don't think I will get it back. Don't give your customers face to face misinformation about the protection of their monies - just be honest and straight up. I have avoided using Pattinson again just for the fact their customer service is severly sub par, especially at Gosforth. DO NOT RECCOMEND FOR RENTERS.
Good Morning. Thank you for your comments. If you would like to provide more information so we can investigate this further for you (such as what property this relates to) please email lettings@pattinson.co.uk. It sounds like the landlord manages your property, so they would be responsible for registering your damage deposit and dealing with its return at the end of the tenancy.
4/5
TrustpilotThe Forest Hall branch were excellent…
The Forest Hall branch were excellent especially Donna who had to deal with the sellers solicitor Bindman of Gateshead. At times I did not think our purchase would complete but with her patience and great communication between the seller and solicitor we eventually completed even though this was later than we hoped. Thanks to Donna Joanne and Paula
5/5
Trustpilotexcellent customer service
From the start Elizabeth Williams was very friendly open and honest about the valuation of the property and provided excellent support and guidance. From the Auction side. Ness Mumford has been outstanding, following up issues and keeping me up to date throughout the process. Excellent communication from the start of the process and look forward to smooth sale . I would recommend this company
5/5
TrustpilotAfter a failed attempt at selling our…
After a failed attempt at selling our house with another Estate Agent,we decided to change and commission Pattinson’s as our Estate Agent. What a great decision this turned out to be. James’s knowledge of the local market and what people were looking for pitched our price at the right level and he produced the new sales brochure which was amazing and within two days of going live we had an offer on our asking price with potential viewers still in reserve. Assisted brilliantly by Kelly and the rest of the office team the sale was seamless and completed from start to finish in 9 weeks. I really cannot recommend the Pattinson’s Alnwick team enough especially in their marketing and knowledge of the local market.
5/5
GoogleGreat experience with Pattinsons and the team. Always responded quickly to pass any messages on! Kathryn went above and beyond ! I would definitely recommend! Thank you to all the team!
1/5
TrustpilotDO NOT USE
DO NOT USE. These people are useless, enquired once, heard nothing and now they email and text with no opt out everyweek and will not delete my data. They have been flogging the same house via email and text for over a year now, so clearly they can't sell your house. STAY AWAY
Hi Mark. We are sorry you have not had the experience we expect from our team. Can you provide us with some more information, like the property address or contact number you registered with us? Kindly share information with gdpr@pattinson.co.uk so we can investigate further. and we will make sure you are removed from our database.
5/5
GoogleMyself and 2 other PhD students rented a house with Pattinson. David Gleason was incredibly helpful; patient with our questions and was an exemplar agent to work with. A breath of fresh air compared to a lot of estate agents in Durham! A few issues with contract details and misspelling surnames but promptly resolved. Will be back when this contract is up, highly recommended!PositiveQuality
5/5
Trustpilot5⭐️ Leanne George, Washington branch
After numerous failed attempts at buying a house we finally found Leanne George at the Washington branch. Leanne was extremely helpful, any request we had for information she was always happy to help, always made us feel welcome and like she could do enough to help us. I couldn’t recommend this lady enough! She made our whole experience a happy, easy transaction. Thanks again Leanne
5/5
TrustpilotNorth Shields Branch staff
North Shields Branch staff, Lindsay and Craig were highly efficient, helpful and supportive throughout the process of finding a new tenant. It took only two weeks from the evaluation visit until the new tenant moved in. Amazing service.Thank you so much.
5/5
TrustpilotBrilliant customer service
I have dealt with Sam most of the time. He is very professional, had excellent customer service skills and has always given prompt and helpful responses to any question I might have had.Nothing was ever too much trouble for him.
4/5
TrustpilotLooking for a new home
I have been using this agency to find a property. They have been very proactive in sending me properties within my price range and area specified. Also been quick acting when I have wanted to arrange a viewing. This is to Claire in particular, thank you for listening to my needs and acting in accordance. However all other staff I have interacted with have been just as friendly and professional. So even if I don’t end up finding my home with you, I thank you massively for the help and care so far.
5/5
TrustpilotFantastic service
Daniel valued my property, very professional and approachable and the package was great value. Lovely friendly welcome when we dropped the keys into the Washington office.The staff had viewings lined up and the 1st couple made an offer in my property.Carly has been extremely helpful and friendly and talked me through each step.Highly recommended
5/5
TrustpilotGood experience overall from Morpeth…
Good experience overall from Morpeth branch. The ladies are helpful and pleasant to deal with. I had to arrange a last minute viewing to confirm something in property and they made sure to accommodate me.
Thank you so much for this review! We are delighted that your experience with us has been as positive as we aim to give all of our customers! We also appreciate that you have taken time out of your busy schedule to write this. Sincere thanks, from the whole team here at Pattinson Estate Agency and Pattinson Auction.
5/5
TrustpilotI contacted the Jarrow branch looking…
I contacted the Jarrow branch looking for a rental property. Helen was extremely helpful sending me lots of house details, some in areas I hadn't thought to consider. I found a lovely flat out of my local area but still in commuting distance of my work.Helen was supportive and helpful in all of my dealings with her I would highly recommend Pattindons Jarrow office
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