Trusted Agent profile · Durham
★★★★★
2,248 reviews across 2 platforms
83 New Elvet, Durham City, DH1 3AQ, DH1 3AQ
Part of Your Move & Reeds Rains Rogers Stewart, see every office.
Reeds Rains's office in Durham, at 83 New Elvet, is rated 3.8 out of 5 across 2,248 reviews on two platforms, including 275 Google reviews rated 4.6. 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
TrustpilotSuperb support and a stressless experience
I was really anxious about putting my house on the market.
We're happy to hear that your experience was stress-free. It's great to know the staff's professionalism and support helped you through the process. We appreciate your positive feedback and are glad you felt supported. Regards, Reeds Rains
1/5
TrustpilotYou don’t get a second chance to make a first impression
I got in touch with this agent as I have a property to sell and therefore wanted their view on how they would market the property. I had three interactions with staff over 10 days and on each occasion the interaction was poor. I note on your responses below you say customer service is important to you but with near 50% of the reviews being left with one star it feels like you have a lot of work to do.I am not going to list all the points that lead to this score as I feel the staff members were only doing what has been asked of them. Their behaviour reflected the business culture and investment (or lack of it) in their staff in my opinion.As Head of Customer Experience for a FTSE 100 Financial Services company I do have high expectations of how any organisation treats its customers. Thankfully another agent has exceeded my expectations and I will be using them instead.If Reed Rains want to hear my views on my experience I am happy to discuss. I am pleased to have had this experience though as it has provided me with a great customer experience case study to share with my front line staff.
Hi Alison,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. Reeds Rains are always striving to deliver the best service so your points have been gratefully received and I'm sure will form part of our ongoing training going forward.Kind regards,Reeds Rains
5/5
GoogleHad some difficulty in finding a property for me and my disabled partner to move into, but we’ve been getting some fantastic help from Amber Mai and she’s making the process so much easier for us both.
Thank you so much for your great feedback we wish you the best of luck in finding your property. Libby
1/5
TrustpilotDon’t use Reeds Rains
I’m just sorry I didn’t read the reviews before I used Reeds Rains, You can report repairs until the cows come home, barely anything gets done and as for their so called Maintenance department don’t waste your time. I note from their responses to the reviews how good Reeds Rains are about apologising, STOP APOLOGISING AND ADDRESS THE COMPLAINTS MADE. For an agency that has been established for decades, you are typical of everything I hate about estate agents.
Hi Veronica,We are very sorry to read your review, please can you contact enquiries@reedsrains.co.uk referencing this review and the address the property you are referring to?Kind regards,Reeds Rains
1/5
TrustpilotPoor quality on management property
Poor quality on management property, MANCHESTER CITY CENTER BRANCH, just looking for your monthly payment, I did had really bad experience with them. It might work well with others.No commitment.No responsibility.Using ripped off construction for repairing of rental house.No respond.Charges for new tenancy AGREEMENT with current tenant £120.The worse of worse IF YOU WANT TO LEAVE AFTER YOUR AGREEMENT FINISHED,YOU WOULD CHARGED £936. Which really made me made .Not recommended at all and going with local estate agents.
Hi James, I'm sorry you've felt you've needed to leave a review. I know during your time of management with Reeds Rains we had addressed your complaint about a contractor to which we have responded to in March 2020 and had considered the matter as closed however should you want to discuss this further with me I'm more than happy to speak with you surrounding this.As you agreed to renew the tenancy through us and as per the terms and conditions there is a renewal fee payable. Likewise, should you wish to cease management with Reeds Rains during a tenancy (and the tenant stays in situ) there is a fee. Both of these are clearly outlined in our terms which you signed prior to the tenancy commencing. I understand that we haven’t managed the property for a few months now however should you want to discuss this in further detail please contact me directly either via phone on 0161 236 9088 or to my email address Kirsty.mcdonald@reedsrains.co.uk. Kind Regards, Kirsty McDonald - Lettings manager
1/5
TrustpilotReeds Rains Catford - Choose them if you enjoy stress
I could be here typing all day. Appalling communication throughout my whole moving out process. I had to constantly chase them for an update on my deposit for weeks. Their landlord tried to claim MORE than the actual deposit for repair costs including £14.40 for a new lightbulb!? Their staff at Reeds Rains Catford are lazy and unhelpful, and that includes at their head office too. They even claimed to want to redecorate the whole property, when a new family has already moved in there.Their landlord and "contractors" are absolute con artists - avoid at all costs.
Hello LJ,We are very sorry to read your review, customer service is of paramount importance to us. We can't seem to find your details on our systems, please can you call 0208 461 2233 or email catford.lettings@reedsrains.co.uk so we can assist you.Many thanks,Reeds Rains
1/5
TrustpilotReeds Rains Durham
Reeds Rains Durham I got your email back and filled in the questions I then phoned on Monday morning and was told someone was going to ring me back and never did someone I know emailed on Monday afternoon and you got in touch about a viewing yesterday so I phoned you yesterday afternoon at 3.45 and was told someone was going to phone me back in half an hour but like before nobody did I find it absolutely disgusting that you say one thing and do another how can someone get in touch two days after and get a viewing yet I’ve never been contacted at all for a company to do something like that is a joke and I don’t know how you keep getting houses to sell or let as your customer service is appalling il be righting a review about reeds rains to let people know how you go about business
Hi David,We sincerely apologise if we have not been able to respond to you as quickly as we would usually like to. This will be investigated further to improve our response time and customer service. I can confirm we have contacted you on two occasions, the latest being yesterday afternoon via e-mail to arrange an appointment for you.Kind regards,Reeds Rains - Durham
1/5
TrustpilotTotally untrusted worthy
Totally untrusted worthy, we viewed a property whilst under the modern auction. The seller then changed his mind to a normal sale, We were told if we bid it would be under modern auction rules, paying an extra 6k for nothing, The bidding wasn't even done online and didn't follow policy and procedures. We spoke to the Manager who refused to change the bidding system for us. We knew the vendor and the agents had said oh we know someone who will love this! Hillsborough Sheffield Branch. It was never mentioned im the phone call as in your reply. The bidding was unfair and unjust as we had to bid £6k more than everyone else to secure the property.
Hi Saz Lou,As you mentioned you viewed the property whilst the vendor was under contract with the auction team. Legally anyone who viewed the property via that method would need to proceed down this route. This was explained to yourself when you called to speak to the branch manager. We wish you all the best with finding a future property. Kind regards,Reeds Rains
5/5
TrustpilotWe recently rented a house through…
We recently rented a house through Reeds Rains and it was the easiest experience. As a first time renter I was worried about how difficult it would be to sort it all, but Anna and the team at the Salford Quays branch made it so easy. Anna especially was helpful, considerate and willing to answer any questions I had.
5/5
TrustpilotGreat expierence with the Bamber Bridge branch
I used the Bamber Bridge branch to sell my home. Everything was explained well prior to it going on the market & the staff dealt with a number of viewing on my behalf. I had an offer in a few days and everything progressed well. All the staff that I dealt with were very friendly and helpful, I would recommend them.
1/5
TrustpilotReeds Rains in Catford
Reeds Rains in Catford, Lewisham, London breached Data Protection Act by providing my and my partner's contact details to companies that I'm not dealing with and scammers. As a result my credit scoring decreased 27 points and I am contacted by all sort of scammers to get into my property to check all sort of things!!! I'm calling them and my agent is always busy with other calls, so never been able to talk to them about this and other issues in the property.
5/5
TrustpilotWe have just sold our house with Reeds…
We have just sold our house with Reeds Rains Chorley and couldn’t recommend them enough. We dealt with Roy and he has been great throughout the whole process. They have communicated well and have made the whole process stress free. Having just sold another property using another agent I have seen a complete difference dealing with Reeds rains and all their staff.
1/5
Trustpilotextremely disappointed in the fact they…
extremely disappointed in the fact they sent out flyers to our immediate neighbours, informing them that our house was sold, before any contract was signed, before we told our neighbours personally. this upset us deeply & there was absolutely no need to do this nor was any permission sought by us. a terribly poor decision by reeds rains in our opinion. totally soured our faith & trust with the Company.
1/5
TrustpilotWorst Service ever
We had to experience a horrendous service, We were intimidated and bullied by a person called Tony from Cheadle branch. I cant imagine the trauma myself and my wife went through. I wouldn't recommend them to anyone. However Samantha was very polite and helpful.
5/5
TrustpilotGreat Customer Service
I can’t fault Reeds Rains in Bamber Bridge, Alison Whiteside is an absolute credit to your team! Our first house buy and she kept me in the loop the whole time, her Customer Service is fantastic. I had a few meltdowns along the way and she was always at the end of the phone or email to reassure us. Thank you.
1/5
TrustpilotSorry to say the experience of selling…
Sorry to say the experience of selling the house with Reeds Rains was not a pleasant one the communication was almost non existent, carrying out simple requests was impossible, no one has followed up after the sale of the property to check everything was ok and the purchasers of the property also complained to me about the estate agent and will not buy from them ever again
Hi Paul, I’m sorry to read your review. If you would like to provide more information regarding your experience with us please email marketing@reedsrains.co.uk and we will be able to look into this matter further. Kind Regards
5/5
TrustpilotI would highly recommend Tom and the…
I would highly recommend Tom and the team at reeds rains Rhyl they have been so helpful and knowledgeable from the start. Nothing is too much trouble. Very professional.
1/5
TrustpilotUnauthorised marketing - unable to unsubscribe
I contacted Reeds Rains to arrange a viewing. Subsequently and without my permission they added me to their marketing scheme. I tried to simply unsubscribe ALL but then had to uncheck 8 separate boxes before clicking update. Logging back in I can see all boxes are unchecked BUT I'm still being spammed with junk mail.I emailed Reeds Rains but they ignored me.Can anyone suggest an organisation I can complain to please? Many thanks...Having to go through all this just for arranging a property viewing.Reply from Reeds Rains3 days agoHi,We are very sorry that you are still receiving marketing from us. Please can you send an email containing you name and email address to enquiries at reedsrains.co.uk and reference this review so we can look into why you are still receiving material from us.Kind regards,Reeds RainsReeds Rains did you actually read my review above??????? I clearly mentioned I'd already emailed Reed Rains and that you have ignored the email. More importantly can you answer what gives your company the right to sign me up to a marketing scheme without even asking me first??? PLEASE ANSWER!!! (I'm not shouting but I insist on an answer to this question!)
Hi,We are very sorry that you are still receiving marketing from us. Please can you send an email containing your name and email address as we can not identify you from your initials. Please send to enquiries@reedsrains.co.uk.Kind regards,Reeds Rains
1/5
TrustpilotReeds Rains Wilmslow- Very rude estate…
Reeds Rains Wilmslow- Very rude estate agents who lie. My house fell through with them on numerous occasions due to them failing to disclose information that I had told them too early on with the buyers. I was not given updates and the trust was gone because of their incompetence for 8 months, so when I called them weekly I was told I was the worst seller that they had by the manager. When buying my new house privately from the owner I found a Reeds Rains Sold sign in my front garden, they had not sold the property so this was miss leading and false representation.I have now had my house two years and the house opposite has has a sold sign in their front garden which has been there nearly as long as I’ve had my house! They have no idea on the houses they sell (I have had viewings with them), miss lead customers, are money driven and have bad customer service which is rolled down from the top. Very sad for what was once family run estate agent.
Hello,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. We can not find your details in our systems, however if you could please contact us on: Wilmslow@ReedsRains.co.uk or call 01625 522293 we would appreciate the opportunity to discuss the issue further.Kind regards,Reeds Rains - Wilmslow
5/5
TrustpilotExcellent service from Reed Rains Ossett Lettings
Excellent, efficient and very professional service from the lettings manager at Ossett. We’ve had two properties on the market and have been genuinely impressed with the attention to detail and speedy follow up on the increasingly complicated process. Great work. Thank you Reed Rains; we are definitely continuing to use your services.
1/5
TrustpilotStill waiting for a response
Still waiting for a response Staff are shocking Head office pathetic Told me not to pay and then chased for money. Regional Manager covered his friend in a investigation to leave him out This firm couldn’t organise a house sale if they tried. Save your money and go else where You will get a better service, our buyer won’t use them they were that bad. Which there well aware of. Just think ignorance is bliss - it’s not
Hello, 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. We believe you have already expressed your concerns in a previous review and the matter is being dealt with internally.Kind regards,Reeds Rains
1/5
TrustpilotTwice now I’ve been ignored
Sent a request to view of a house and heard nothing so phoned to enquirer, I was told I’m on a list and will get a call in a week or so. Never heard a thing and when I phoned they then told me sale agreed. Asked why I was never contacted and they said my name wasn’t on the list which I was told a week before it was so one staff member was lying. The fact this has happened twice now is ridiculous, just seems like laziness. So disappointed.
Hello Lauren,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
TrustpilotTerrible
Terrible follow up service. The agent said they would send photos of the inside of the integral garage as I could not get in on the viewings but nothing was sent. After the offer is accepted they wipe their hands and can’t be bothered with communication. They are very pushy before the offer. I made a revised offer after finding damage and work required and still can’t get a response or update. They also don’t declare everything about the property so be very careful and I wouldn’t recommend this agent.
Hello,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
5/5
TrustpilotLeyland Office
Thank you to Olivia, Krystal, Carole and anyone else who I’ve missed at the Leyland office who are helping us with our new house purchase at the moment, they’ve all been so helpful and friendly! House hunting is hard and Covid hasn’t helped, but the team have made things as easy as possible for us. Would highly recommend! From Jenny and Jay
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.
Tell us what you need and we'll put you in touch. Reeds Rains Durham City 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 Durham.
