Every review we hold for the Epping Forest office, from every platform, shown as written. First names only.
★★★★★ 1/5
TrustpilotIncompetent property management
EDIT - response to BS.
F · 22 August 2026
Agent replied · 23 September 2026
Thank you for taking the time to share your experience. We’re sorry to hear that you felt disappointed by our service. However, we do feel that the review does not fully reflect the wider context of the tenancy or the service we provided.
We accept that there was an occasion at the start of the tenancy where our communication and process could have been better. A member of our property management team responded to the tenant without first checking the instructions provided by yourselves. We acknowledge that this should have been handled differently, and we have taken this on board.
That said, we do not agree with the wider characterisation of the service provided.
The tenant was fully referenced, passed the required affordability checks, paid his rent throughout the tenancy and, from our perspective, was a perfectly sound professional tenant who maintained the property to a reasonable standard. The request to change the rent payment date was a routine request, which was discussed and agreed with you. There was subsequently a minor calculation error in the final rent payment, which was identified when brought to our attention and promptly corrected with the tenant.
We also disagree with the suggestion that there was significant negligence on our part or that the property was returned in a “horrible condition”. As with any tenancy, there was some wear and tear after a year of occupation. You subsequently chose to pursue the deposit claim directly, which went to arbitration, and the majority of the amount claimed was ultimately awarded to you.
Throughout our dealings, we also felt that there were occasions where expectations of the service and the condition of the property went beyond what would reasonably be expected of a property management company. As first-time landlords, it was understandable that you had high expectations for your property; however, at times we felt that relatively minor issues were escalated considerably, creating challenges in managing the tenancy and our working relationship.
It is also important to clarify that the tenancy did not end because of rent arrears, affordability concerns or any significant issue with the tenant. You chose to bring the tenancy to an end after a year, despite the tenant having complied with his obligations.
Following this, you chose to re-engage our services to let the property again. We successfully found another suitable professional tenant at the asking price. The subsequent delay in referencing was caused by an external referencing provider, which repeatedly advised that the relevant referee was unavailable due to annual leave. We kept you informed throughout this process, but you subsequently decided to withdraw your instruction.
We also made considerable efforts to manage the relationship and ensure that any concerns were dealt with constructively. Our Lettings Manager, Simon, personally took over the management of the property part-way through the tenancy, accompanied you on an inspection and spent significant time dealing directly with issues and communications in an effort to provide continuity and resolve concerns.
We are therefore disappointed to see our overall service described as providing “little to no management”. We recognise that we made some mistakes and are always willing to learn from them, but we do not believe a one-star review fairly reflects the service provided, the successful management of the tenancy, or the circumstances surrounding it.
We have deliberately not addressed every detail publicly out of respect for the privacy of all parties. However, we remain happy to discuss any of the points raised directly and provide further clarification where appropriate.
Kind Regards,
BUTLER & STAG
★★★★★ 5/5
GoogleI can't thank Butler and Stag enough for their exceptional service throughout this process. Chris, Charlie, and Helga have been absolutely top-notch, demonstrating hard work and dedication every step of the way. From expertly handling viewings to providing unwavering support during the post-offer process all the way to exchanging contracts, they have truly been at the top of their game. If you need a reliable and professional estate agent, Butler and Stag are the ones to call. Highly recommend!
Amy · 26 July 2024
Agent replied · 10 December 2024
Dear Amy,
Thank you for your 5 star review, the team are delighted!
★★★★★ 5/5
GoogleI recently used Butler and Stag to sell my property in Theydon Bois and was extremely impressed with their service and professionalism. I personally dealt with Tony who had to resolve a number of issues and overcome a number of challenges in relation to my sale and purchase. Tony and the team provided us with timely updates, provided excellent customer service and were always available to help. Highly recommended.
Lou & Michelle
Louise · 26 October 2019
Agent replied · 24 October 2024
Dear Louise,
Thank you for taking the time to share your positive experience. We work hard to exceed the expectations of our customers and change public perception of estate agents.
You were a pleasure to work with and we look forward to assisting you again in the future.
Kind Regards,
BUTLER & STAG
★★★★★ 5/5
GoogleI would highly recommend Buttler and Stag when buying or selling your home. They were always available when I needed them from start to finish. I was looked after by Milo for my sale and Bradley for my purchase who were both extremely professional and did everything they could to ease the stress. It was a pleasure doing business with them.PositiveResponsiveness, Quality, Professionalism, Value
Ghazala · 25 October 2021
Agent replied · 24 October 2024
Dear Ghazala,
Thank you for your positive review. So pleased we could assist you with your sale and purchase. Wishing you lots of happiness in your new beautiful home.
Kind Regards,
BUTLER & STAG
★★★★★ 5/5
GoogleBrad at Butler & Stag was the most helpful and pro-active estate agent we had come across in our search for a property. He took the time to listen to what we wanted and contacted us as soon as properties became known to him.
To anyone looking for a property in Theydon Bois, I’d highly recommend Brad.
Thank you from Zoe and Joel 👍
Joel · 25 October 2021
Agent replied · 24 October 2024
Dear Zoe & Joel,
Thank you for your kind review. Bradley is delighted with the review and 5 stars, we are so pleased that we could be of assistance.
Kind Regards,
BUTLER & STAG
★★★★★ 5/5
TrustpilotEfficient, trustworthy and above all secured a good sale.
Prior to putting our property on the market, we approached a number of local agents. Michael Woolley of Butler & Stag as part of his pitch and subsequently after being instructed, provided an excellent and professional service selling our property in the Chisenhale Rosd conservation area. Michael and his team we at all times efficient, courteous and knowledgeable. Would definitely recommend Butler & Stag to anyone looking to sell property in the Bow area.
Graeme · 14 August 2018
Agent replied · 26 October 2024
Dear Graeme,Thank you for taking the time to share your positive experience. We work hard to exceed the expectations of our customers and change public perception of estate agents.You were a pleasure to work with and we look forward to assisting you again in the future.Kind Regards,BUTLER & STAG
★★★★★ 5/5
TrustpilotThe Bow office were fantastic
The Bow office were fantastic. Responsive, professional and truly went above and beyond. Special mention for Simon Harrington who was brilliant. It was the first time I had worked with the agency but we achieve two lets and both in record time! Highly recommend and I am looking forward to working with Paul and the team again soon.
Karen · 8 August 2022
Agent replied · 26 October 2024
Dear Karen,Thank you for the review, so pleased to hear that we could be of assistance. Simon and Paul are delighted with five stars, as are the rest of the team. Kind Regards,BUTLER & STAG
★★★★★ 5/5
TrustpilotExcellent service received selling a property
I have just sold a property through Butler and Stag, and the whole team have been professional, attentive, and conscientious from the outset.
Alma · 7 April 2026
Agent replied · 23 September 2026
Dear Alma, thank you for your kind review, the team are delighted that you have awarded them 5 stars. Thank you for your business and we hope to work with you again at some point in the future.
Best Regards,
BUTLER & STAG
★★★★★ 4/5
TrustpilotGood agency
I think B&S are running a good operation in Shoreditch. There have been a couple of times in the past when service response times and staff turnover have led to some issues and frustrations, however there certainly has been some tightening up of that in the past 6 months. Melisha has been particularly friendly, professional and responsive, so a positive shout out to her. Keep up the good work.
Marco · 12 March 2020
Agent replied · 26 October 2024
Dear Marco, Thank you for the review. Glad we have turned it around. Wishing you well for the future.Kind Regards, BUTLER & STAG
★★★★★ 5/5
GoogleWhat an amazing service from Chris at Butler and Stag. I have just got the keys to my lovely new home and thanks to the professionalism the stress of buying was made so much easier. Chris has been kind and sympathetic every step of the way. A credit to the company. Thank you !!!
F · 25 October 2022
Agent replied · 24 October 2024
Thank you for your kind words and taking the time to review our service. Chris will be delighted to hear that you were happy with the service provided.
On behalf of all the team at Butler & Stag we would like to wish you the best of luck in your new home.
Best Wishes,
BUTLER & STAG
★★★★★ 5/5
TrustpilotA pleasure to deal with
The Butler and Stag team have been absolutely great from start to finish. From the moment we met them they were an absolute pleasure to deal with - nice, professional and found us a great tenant really quickly. They have been incredibly helpful, all over the detail and made us feel in really safe hands which was important as we're renting our house out for the first time - would recommend to anyone to work with them.
Helen · 13 July 2024
Agent replied · 22 November 2024
Dear Helen,
Thank you so much for your kind reveiw. Great to see the letting process went as you had hoped. Thanks again for trusting us.
Kind Regards,
BUTLER & STAG
★★★★★ 5/5
GoogleI used Butler and Stag to buy my last house it was the first time and I was delighted at the service I received especially from Charlie Parsons. The whole process was made so straightforward as Charlie kept in touch all the time with any updates and was always available throughout the purchase. It was a pleasure doing business with them.PositiveProfessionalism
Sidney · 25 October 2021
Agent replied · 24 October 2024
Dear Sidney,
Thank you for your lined review. Charlie is delighted with the feedback. So pleased we could be of service.
Kind Regards,
BUTLER & STAG
★★★★★ 5/5
TrustpilotI was extremely impressed with their service
I was impressed with the service I received when buying a flat via Butler & Stag. Despite a long process due to delays with solicitors, Rob Burgees and Amanda Schiavi were extremely patient and helpful throughout. Their communication with myself, the seller and both solicitors was excellent which truly helped drive the sale through. I would highly recommend using Butler & Stag.
Zoe · 11 August 2021
Agent replied · 26 October 2024
Dear Zoe, Thank you for your kind review. So pleased that the team were on hand to assist. Kind Regards,BUTLER & STAG
★★★★★ 5/5
TrustpilotFantastic!! First time buying a house made easy
As a first time buyer with a shared ownership, it’s a stressful process. However Martine held my hand through the entire process and was always there to support me! They are a fantastic team too. Really well organised and professional. I couldn’t have done it without her support and guidance.
Lydia · 20 June 2025
Agent replied · 23 September 2026
Dear Lydia,
Thank you so much for your wonderful review! We’re delighted to hear that, despite what can be a particularly stressful process for a first-time buyer, you felt supported and guided throughout your shared ownership purchase.
Martine will be absolutely thrilled to hear your kind words. Providing reassurance, clear communication and a helping hand throughout the sales process is exactly what we aim to do, and it’s fantastic to know that her support made such a difference to you.
We’re also so pleased that you found the wider Butler & Stag team organised and professional. Buying your first home is a huge milestone, and it was a pleasure to be part of your journey.
Congratulations on your new home, and thank you again for choosing Butler & Stag! 🏡🔑✨
The Butler & Stag Team
★★★★★ 5/5
GoogleWe used Butler & Stag to purchase our new home in Theydon. All the staff were excellent and Helga went above and beyond answering all my questions! Definitely would recommend.
Lee · 3 August 2025
★★★★★ 5/5
TrustpilotI used Butler and stag to rent my…
I used Butler and stag to rent my property, Natalie Brown and Sophie Chumbley were exceptionally helpful, the move in process was flawless and everything ran smoothly, I would highly recommend Butler and Stag to any friends and family
George · 2 November 2023
Agent replied · 26 October 2024
Dear George,Thank you for your kind review.Natalie & Sophie are delighted to achieve 5 stars. Thank you for your trusting us with your property.Best Regards,BUTLER & STAG
★★★★★ 5/5
GoogleChris and Daniel made what has been a trying 12 months a whole lot more bearable with their professional attitude, frequent communication and care and attention to our sale and purchase. They worked around the clock and accommodated our requests, working very efficiently. It wasnt an easy market but they pulled it off for us, and we're very grateful.PositiveProfessionalism
Matthew · 25 October 2021
Agent replied · 24 October 2024
Dear Matthew,
Thank you for your kind review. So pleased our team could be of assistance to help with your move.
Good luck for the future, we are always here if you require our assistance once again.
Kind Regards,
BUTLER & STAG
★★★★★ 5/5
TrustpilotExcellent !!!
A big ‘thank you’ to Natalie and the Lettings team at B&S Theydon, as a current tenant I have had superb ongoing service - each time maintenance issues / queries have been resolved swiftly, all staff members are approachable and extremely helpful. I would also like to commend the guys at Hackney Heating who are brilliant - nothing is too much trouble.
Sam · 16 January 2025
Agent replied · 23 September 2026
Thank you so much for your fantastic 5-star review! 🌟 We’re delighted to hear that the Lettings team at our Theydon office have provided such a consistently high level of service throughout your tenancy.
It’s wonderful to know that maintenance issues and queries have been dealt with swiftly and that you’ve found the whole team approachable, helpful and responsive. Providing our tenants with a reliable and personal service is something we take great pride in.
We’re also really pleased to hear such lovely feedback about the team at Hackney Heating. We’ll be sure to pass your kind words on to them, we know they’ll be delighted to hear that their hard work and willingness to help has been appreciated.
Thank you again for recommending Butler & Stag. Your feedback means a great deal to Natalie and the whole team! 🏡✨
The Butler & Stag Team
★★★★★ 5/5
GoogleThere are not enough words to describe how amazing Amanda is in her role as a sales progressor. She is passionate, professional and determined while also demonstrating compassion and understanding in exchanging and completing our recent house sale. From marketing - shout out to Milo - to completion Butler and Stag are an excellent estate agents.PositiveResponsiveness, Professionalism
Anne · 10 January 2022
Agent replied · 9 January 2025
Dear Anne,
Thank you so much for your kind review. Milo and Amanda are delighted with the feedback. Thank you for the business.
Best Regards,
BUTLER & STAG
★★★★★ 5/5
TrustpilotGreat friendly service
I had to sell at a distance so relied on B&S to arrange access for viewings, house clearers, final utility readings etc. All very helpful but a particular shout out to Helga.
Sam · 15 March 2024
Agent replied · 22 November 2024
Dear Sam, Thank you for your 5 star review, its always nice to see our hard work being recognised. Helga will be delighted.Kind Regards,BUTLER & STAG
★★★★★ 5/5
TrustpilotGreat service, great people
Everyone at Butler and Stag has been great to work with. They both sold our house and sold us a house which made the whole experience as good as it can be. We were dubious about selling through an estate agent due to the fee involved, but they talked us through the after care and I’m pleased we didn’t try and do it ourselves.Special thanks to Bradley and Helga who really made the whole experience as easy and stress free as it possibly can be.
Helena · 23 January 2023
★★★★★ 5/5
GoogleWe worked with Neil and his team at Butler & Stag to sell our house in Theydon Bois last month. They did an amazing job at each stage of the process, from marketing, managing the viewings and negotiations right through to managing the sale and move itself. Lovely professional team!
Scott · 25 October 2022
Agent replied · 24 October 2024
Dear Scott,
Thank you for your positive feedback.. You were a pleasure to work with and we are delighted to have been able to assist with your move.
Good luck in your new home, please do let us know should you require further assistance in the future.
Best Regards,
BUTLER & STAG
★★★★★ 3/5
TrustpilotNot bad
I was told one thing and the small print says something different. You still have to pay even if they do not sell your property. _____ update_____I would like to add that this reply from B&S entirely misses the point.I appreciate that costs are involved. It is completely unfair that you charge a fee (a hefty £600!!!) when there has been no sale. However if this is how you work, so be it. The issue is that verbally upon instruction we were told "no sale, no fee". Only to find out 2 months after our contract term ended that you are now chasing me for a payment. The fact it has taken 2 months is proof that even some of Butler and Stag themselves do not know about this ridiculous cost. I am so incredibly disappointed with this service. To be misled in such a way is disgusting.We did not terminate the contract early. We also did not engage any other agent whilst in contract with B&S. We were quite simply misled because what we were told differed from the small print. I do appreciate that we signed the contract and should have noticed this but equally such a big cost should have been made very clear upfront.We were also told that the contract term was 12 weeks only to find out it is actually 16. Again, this is not too much of an issue of itself (though it is long). The problem is that we were told something different.My advice to others - enter with eyes wide open.-- update 23/2-----B&S have now fully resolved my complaint. I found the director to be reasonable, patient and understanding. I sent a very long email which I wasn't sure would be read because I'm sure he is very busy but was pleasantly surprised by a very fast response. He said that customer satisfaction is taken very seriously by B&S and proved this much through the positive resolution.
Tola · 27 February 2024
Agent replied · 26 October 2024
Dear Tola, Thank you for your review and apologies to hear that you are unsatisfied with our service. Our agency terms are industry standard as explained when you instructed our Chingford office. Included within our terms is an exit fee which is there to cover our costs. As explained, if you come back to sell through us again, any fee paid will be deducted from our commission invoice which is raised at the point of a successful exchange. If however, you choose to end our agreement and engage with another agent, the fee is due but you own the rights to all marketing material we have produced for your property. This will be forwarded onto you upon receipt of payment.I am sure you can understand, producing high quality marketing material costs our business a lot of money. Unfortunately, we have to pass these costs on in the event that our client changes their mind about selling, or doesn't take our advice to achieve a successful sale. Best Regards,BUTLER & STAG
★★★★★ 5/5
Trustpilot100% recommend
Butler & Stag were the selling agents for our new home. Ted, Chris and Neil were so helpful and ran a slick process from start to finish. We would have not got the deal over the line if it weren't for them. They are the best agents we came across in our home search, and would 100% use them again in future.
Rebecca · 27 October 2020
Agent replied · 26 October 2024
Dear Rebecca,Thank you for the kind review. Pleased that we could be of help in finding your first property. We wish you many years of happiness and look forward to working with you again. Kind Regards,BUTLER & STAG
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.
