Every review we hold for the Epping Forest office, from every platform, shown as written. First names only.
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5/5
TrustpilotDouglas Allen Chingford South
A big thank you to Jess and the team at the Chingford South office. We were more than a little sceptical that we could achieve an upgrade from flat to house, but the advice we were given was accurate and now we are very happily settled into our new home. I was particularly impressed by the good communication we received all the way through the process, and wouldn't hesitate to recommend Douglas Allen in Chingford South for to buy or sell in the area (they did both for us.)Thanks once again guys; much appreciated!
David ยท 17 August 2017
Agent replied ยท 22 October 2024
Hi David,Thank you for your positive feedback regarding Jess and the Chingford team. You are probably not the only person that has been sum what skeptical with making the move from a flat to a house but it was great to see that Jess has advised you and helped this happen.I hope you will be very happy in your new home.Rob WadeAssociate Operations Director
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5/5
TrustpilotDouglas Allen - Barkingside
Having tried selling with cheaper alternatives and being let down I thought it was time I give Douglas Allen a chance. After months of not selling Daniel really lifted my spirits and presented a strategy to get me moving. My hopes and expectations were set high but true to his word Daniel got me the price he promised (which was actually more than the offers I was getting with cheaper alternatives). The process went very smoothly and I was actually kept up to date along the way which I never thought would happen (due to bad experiences in the past). The team in Barkingside have their heads screwed on and are passionate about delivering a great service. Thank you to Daniel along with the rest of the team for getting me moved.
Daniel ยท 3 August 2017
Agent replied ยท 22 October 2024
Dear Mr Mednick,Thank you very much for your comments and subsequent 5 Star review of our Barkingside office. Unfortunately the experience you describe of is quite common with Sellers being swayed by false claims and "too good to be true" fees so you are certainly not alone! We use many unique ways of marketing to ensure the very best result for our sellers and I am delighted that Daniel and his Barkingside team were able to employ these so successfully for you.Thank you very much for your custom.Regards,Jon Holden - Managing Director, Douglas Allen
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5/5
TrustpilotDouglas Allen East Ham
Douglas Allen East HamI want to say thank you to Hasan from East Ham. Hasan helped us in selling our property. He came around to give me a valuation, it felt good to know that he was a local guy. He explained to us how we need a buyer that would match our requirements as I had to exchange on sale and purchase Very quickly. I was a bit hesitant going with a mortgage buyerBut with Hasan's guidance and good advice he helped us secure a buyer that met our deadlines and now we have completed. I also want to thank Mr Andrew who was working in progressing my sale He liased with everyone and always kept me up to date when ever I called. Thank you East Ham Mr. Singh
Daljit ยท 18 July 2017
Agent replied ยท 22 October 2024
Hi Daljit,Thank you for your comments regarding Hasan and the team in East Ham. As you mentioned Hasan is a local lad and takes great pride in his job by doing things the right way to genuinely hep people.Andrew the sales progressor helps many people like yourself over what can be sometime a bumpy ride to completion.Thanks againRob WadeAssociate Operations Director
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5/5
TrustpilotExcellent Result Thank You
Excellent Result Thank YouWe were delighted with the service and results we received from Douglas Allen Chadwell Heath, particularly Michelle & Chelsey. We met with a number of agents all offering us a cheaper fee but from the get go we were instantly impressed with Michelle's professionalism, knowledge but most of all her enthusiasm she did an outstanding job. introducing us to a unique selling method called "BEST OFFERS" ensuring us that this would be the best way to sell our home, with superior marketing that would reach the widest audience and achieve the very best price, confirming that it was the final amount we walked away with was the most important thing. Douglas Allen were the only agent who offered this structured style of marketing, it was two open houses and this gave all interested buyers a fair opportunity to submit their best offer. "what a result" multiple sealed bids on the closing day and we ended up achieving a massive ยฃ30,000 over the advertised price. This has made a huge difference to our lives, thank god we didn't go elsewhere this could've been the most expensive mistake we would have made.True to their word the excellent service did not stop there, when we signed up we were told by Michelle that once we agreed a sale Chelsey would assist us in getting the sale through. Chelsey delivered, keping us informed every step of the way and moved the transaction through to Exchange, the entire process was very well managed by her.A fantastic result and thank you to all the team for playing their part in making what could of been a nightmare into a extremely stress free experience. We would not hesitate to recommend to friends and family as the staff are knowledgeable, responsive, results oriented and a pleasure to work with.
Maureen ยท 9 July 2017
Agent replied ยท 22 October 2024
Dear Maureen, I like you are so pleased that you took Michelle and Douglas Allen up on the marketing structure of "Best Offers" because as you confirmed this is both a fair way to all the buyers have they have the opportunity to place their Best Offer by the agreed closing date and also from the recent success this guarantees the owner the "Best Possible price". The structured approach with the correct quality marketing will as always shine through. I am pleased to also read that the service did not stop there and the sale was progressed in a smooth and effective way, doing the most important part keeping you well informed through out the process. We would love to help anyone you know moving forward.Kind regardsPaul IngletonAssociate Operation Director
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4/5
TrustpilotHouse Buying review
I found the service from Douglas Allen Pretty good on the whole, Found that the team members Jordan Stoute and Will Nash were excellent. Both were a pleasure to speak to and work with, took away most of the stress of the buying process.The main negative experience is that after having the offer accepted on the house after seeing the house for less than 10mins on the open house day, we were not able to get a second viewing until getting the keys for the property. called on 3 separate occasions to try and arrange, and on no occasion was this arranged or facilitated.
Dr ยท 16 June 2017
Agent replied ยท 22 October 2024
Dear Dr Solomon,Thank you for taking the time to post this review and I am extremely pleased that we were able to making the buying process smooth by taking away a lot of the stress. Both Jordan and Will who you have mentioned will be grateful for your recognition.I will certainly look in to why the keys weren't available for you to return for another viewing and hope this does not diminish your enjoyment of your new home.Kind regards,Jon Holden - Managing Director, Douglas Allen
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5/5
TrustpilotEpping branch review
Matthew and his team at Epping were exemplary. Nothing was ever too much for them during a difficult purchase process. They always made time to show us the property and to talk through our issues in a very sensitive and intelligent manner. We genuinely cannot praise them highly enough for going well beyond the call of duty. If you have to buy or sell a property, get these guys on board and they'll make it happen the way it should.
Gary ยท 13 June 2017
Agent replied ยท 22 October 2024
Dear GaryThank you for taking the time to add your thoughts on the service received from the Epping office, as a company we always try to remember that moving home often as you say can be a difficult process, this can always be made easier when this is dealt with in the sensitive and intelligent manner you found. I would like to wish you all the best for the future and if we can be of any further assistance to yourselves or anyone you know then please do not hesitate to let us knowKind regardsPaul IngletonAssociate Operation Director
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5/5
TrustpilotBrilliant service from the word go
Brilliant service from the word go. Greg at your Woodford office has been a god send. I must have been a pain at times with my phone calls and questions however nothing was ever too much and Greg constantly helped me. He never told me just what I wanted to hear and had an honest and straight to the point approach, at the same time he is charming, welcoming and friendly.The sale may have taken a bit longer to get to exchange once agreed but when it looked as if the house I was buying was about to break down Greg managed to save it. I am sure that other agents would have given up with me a long time ago and the sale would have never happend. Thanks so much Greg and the rest of your team.
Lauren ยท 24 May 2017
Agent replied ยท 22 October 2024
Hi lauren,Thank you for taking the time to post your feedback regarding Greg and the team in the woodfrod green branch. Greg takes extreme pride in doing the complete job and ensure that if he can make a difference he will.I hope you will be happy in your new home.Thanks againRob WadeAssociate Operations Director
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5/5
TrustpilotEast Ham Douglas Allen - Natasha
Having bought my property from Douglas Allen East Ham originally I thought id go back to them. Natasha and her team in East Ham have helped me from start to finish, I couldn't be more happy with the great service they have given me. Thank you so much for all of your help. having gone through the sale process it felt like the most amount of work load was taken off my shoulders with many thanks to Andrew Bilby who always guided me the right way with the correct information and advice always given every time so that when it comes for me to make it decision it became a simple one. I do hope the team in East Ham keep up the good work I will be referring anyone that I come across to Natasha and the team. I just want to thank you for helping me change my life as now my new journey really begins. THANK YOU.!!!!! will keep in touch from abroad..!!!!
Lolita ยท 19 May 2017
Agent replied ยท 22 October 2024
Dear Lolita,Thank you for your feedback regarding Natasha, Andrew and the team in my East Ham branch. Its great to see that you came back to us following your purchase of the property and that the team have done a good job for you from start to finish. Helping people and changing lives is exactly what we want to do so you could not have summed it up better.Good luck on your journeyRob wadeAssociate Operations Director
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5/5
TrustpilotAndrew Bilby "the star "
My name is Elizabeth, with confidence I can say that Andrew Bilby at Eastham branch very much deserves a medal for his had work in helping not just me but also others in the chain in making our dream home come true, with his comforting words and reassuring me that all the the chain will move on the same day. Andrew went the extra mile to do all the hard work on everyone that was involve chasing all solicitors and other estate agents. It was Andrew that made our dreams come true. Maureen choose the best man in her team. Well done ๐ ! ! !
Elizabeth ยท 11 May 2017
Agent replied ยท 22 October 2024
Hi Elizabeth,Thank you for taking the time to write your review regarding Andrew Bilby at the East Ham Branch. As you know Andrew is our sales progressor . Andrew has many yeas of experience in helping our customers buy and sell homes by walking you through what can be a stressful time.Thanks againRob wadeAssociate Operations Director
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5/5
TrustpilotI am so thankful to Daniel Bourne and โฆ
I am so thankful to Daniel Bourne and his team for selling my house. I had my heart set on a new home and Daniel introduced a strategy to allow me to sell my home and secure my dream house. Ummad, Michael and Joe were round every week with new buyers until I was sold and worked endlessly to make everything happen. Andrew Bilby stayed on top of our solicitors the whole way through and kept us up to date so that we never had to worry. Last but not least William Nash, we were reluctant to see William as my Husband works at a bank but William presented amazing rates along with fantastic advice that allowed us to make our move and save some money in the process. I am unsure if our move would have ever happened if it wasn't for Douglas Allen. I remember Daniel telling when I first met him that my hardest decision to make would be what I spend all the money he will make and save me on. I will now be enjoying a lovely extra holiday this year and my husband can enjoy an earlier retirement.
Allison ยท 2 May 2017
Agent replied ยท 22 October 2024
Dear Mr & Mrs Mednick,Thank you very much indeed for posting your 5 Star review of our Barkingside team and I am extremely happy how they were all able to help so much with the sale of your home and making your move.We never forget that Sellers have ample choice when it comes to choosing an agent which is why we never rest on our laurels and have to constantly be innovative in finding ways that benefit our customers like yourselves. Both Daniel and Will are experts in their field and I am particularly pleased to hear how you have benefitted from their skill where it's needed most i.e, in the financial results that have obtained for you.Thank you for your custom and I wish you many years of happiness in your new home.Regards,Jon Holden - Managing Director, Douglas Allen
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5/5
TrustpilotDouglas Allen Barkingside
We first contacted Douglas Allen over the phone where I spoke to Jordan and gave him a brief idea of what we were looking for in a property. From that he arranged a viewing for us although we didn't like the property he took on board all our comments and the following Saturday both Jordan & Joe arranged a few viewings for us all within 20 minutes of each other which we really appreciated as it saved us time. All the houses we viewed were exactly to our specifications and we were impressed that our comments were taken on board. This same level of service carried on for the next few weekends saving me and my partner a lot of time in having to arrange appointments as this was all done for us. After each weekend viewing either Jordan or Joe would contact us the following Monday to get our opinions. Any time we had a question or query if they did not know the answer they would come back to asap which we really appreciated. Thank you so much for your help and assistance Joe and Jordan and hopefully our paths will cross in the future when it comes to upgrading our house! Anish & Omadevi
Anish ยท 29 April 2017
Agent replied ยท 22 October 2024
Dear Anish,Thank you for taking the trouble to post this 5 Star review, Jordan and Joe will be chuffed that you have recognised them in this way. It's a service that we refer to as 'Outpassioning" and I glad that you have benefitted from it via our Chigwell team.On behalf of us all I would like to wish you much happiness in your new home.Regards,Jon Holden - Managing Director, Douglas Allen
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5/5
Trustpilotthanks Greg for helping me to finally โฆ
thanks Greg for helping me to finally sell my home. After 10 weeks on the market with a local agent I took the decision to go on with Douglas ALLEN. Greg said that a new marketing strategy and his client database he has he could get us sold. As a man of his word after just 2 weekends of viewings I sold for 5k more than I was on the marker for and after just 8 weeks of being on we have now exchanged. The chases from Greg with the legal shave me confidence that I was in good hands and Steves skilll to deal with issues that c and up got us over the line. Thanks for all your hard work and I will be recommending you to friends.
Adam ยท 23 April 2017
Agent replied ยท 22 October 2024
Hi Adam,Thank you for taking the time to write your review of Greg at the Woodford Green branch. At Douglas Allen we do have a unique mix of the way we market homes, and the fact that you had your home on with another agent for 10 weeks prior shows how effective it can be. Again it is not about just selling your home but getting you the maximum we can for it. The most important thing for sellers is what you walk away with in your pocket. I am pleased to see that you have exchanged quickly and hope you will be happy in your new home.Thanks againRob wadeAssociate Operations Director
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5/5
TrustpilotParis Hall - Lettings - Douglas Allen
Paris had helped us secure our new flat in Pilgrims Hatch which we have now finally settled in to. Not only was she quick to return any calls and answer any questions we had but Paris also made the transition from homeless to home in less than a week. Would we recommend Paris and Douglas Allen to anyone looking for a property? Will we even see Paris to look for another property in years to come? You bet your balls to a barn dance we will on both fronts!
Lew ยท 21 April 2017
Agent replied ยท 22 October 2024
Dear Lew,Thank you for the feedback on Paris and the lettings team at Douglas Allen, helping clients move into the home is always the most important part of our business, then making sure they are looked after through our dedicated move in and maintenance teams ensures that they enjoy their time in the home as stress free as possible. All the best in your new place and we look forward to helping you or any of your family and friends in the future. Kind regardsPaul IngletonAssociate Operation Director
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5/5
TrustpilotMaureen and her amazing team!
Maureen and her team, were very helpful all the way through the process of selling our property and buying our new home, although we found our new property with a seperate estate agent, they were always available to help with advice. It was a shame to be informed Waseem had left as he was a true asset to the team, very professional, and personable, always went out of his way to make sure we were being taken care of, I'm sure he will have a successful career in the property industry! Maureen is doing an excellent job with her team and we wouldn't hesitate to keep in contact and choose them if we were to return to East London in the search of a property in the future!
Dominique ยท 12 April 2017
Agent replied ยท 22 October 2024
Hi Dominique,Thank you for posting your feedback regarding Maureen and her team in the East Ham branch.Helping customers is key to us and it is always great to hear when the teams are doing just that.Hope this go well for you in your new home .Rob WadeAssociate Operations Director
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5/5
TrustpilotVery Pleased
I felt Greg, Steve and Keith were a reliable, professional and proactive team. Greg did a great job selling our house, negotiating and getting a decent price (over the asking). He offered no-nonsense, straight forward guidance (which we asked for!) and we strongly felt he was looking after our interests. He was approachable and helpful and we felt he went that extra mile to make our lives easier, dropping of keys, etc. Steve was impactful when the sale had problems and we felt, with his experience and forceful nature, he got the results we wanted and was always clear, concise and quick to feed back to us. Keith was invaluable in tying up the final weeks of the sale, and saved me many back and forth phone calls with solicitors, etc, as he dealt with the whole chain himself - which became very complicated, so we were very glad we had a strong team on our side. We were initially sceptical about paying a commission to an estate agency, but now feel we got our money's worth and wouldn't hesitate to recommend Douglas Allen and the Woodford team.
Louisa ยท 29 March 2017
Agent replied ยท 22 October 2024
Dear Louisa,Thank you for taking the time to write such a detailed review of the positive experience . I am pleased to see that yet again the team in Woodford Green secured you over the asking price for your home. Having Keith looking after the sale and progressing it seems to have been key in this case and clearly took some of the stress away.I hope you will be happy in your new home.Rob wadeAssociate Operations Director
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5/5
TrustpilotFeedback on the viewings & sales process
My house sale is going through and hopefully will be completed soon. I have been impressed by the work carried out by Jack Austin initially and followed by Mathew Gilbert who got involved at a later stage in getting viewers through the door and at no hassle to me. The process was organised and quick feedback provided following on every viewing. Jack was very pro-active and since his involvement I saw a difference and increase in the level of viewings which resulted in the sale.
Maryam ยท 29 March 2017
Agent replied ยท 22 October 2024
Dear Maryam, We do appreciate your comments and I will personally thank Jack and Matthew for the help that they have given you. Like you many people want to move the be as hassle free as possible, this is always our plan. We also appreciate that regular and quick feedback is a key part of keeping the client informed and helping them secure a sale at the best possible price. Like you I really hope that your sale completes soon and would like to thank you for using our services and wish you all the very best for the future.Kind regardsPaul IngletonAssociate Operation Director
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5/5
TrustpilotBarkingside Office
Hi,Would like to thank the team at Barkingside for their efforts in securing me a nice home for my young family. I was really desperate to buy a place and they made the whole process very smooth and hassle free. Especially Dan and Joe from the team were really helpful. I viewied the property with Joe at Barkingside office. He was really helpful, insightful and very personable in his approach. He carefully listened to my needs and gave all the relevant information about the property and process of first time buy. Then I spoke to Dan at Barkingside and after speaking with him I felt that I am with the right people who can help me find a right property for me that will suit me and my family. Thank you both for being there through out the process. Really appreciate. 5 star service! Best. Ali.
Ali ยท 6 March 2017
Agent replied ยท 22 October 2024
Dear Ali,Thank you ever so much for your great review of our Barkingside office and for mentioning Dan & Joe in particular, both will be delighted with your recognition but above be so pleased that they were able to help you and your family secure a lovely home in which to live.On behalf of the whole Barkingside team I wish you all many years of happiness there.Regards,Jon Holden - Managing Director, Douglas Allen
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5/5
TrustpilotA great job.
With the greatest of thanks to Maureen and the team at East Ham office for doing such a wonderful and speedy job in marketing and selling my property. The valuation was spot on which was achieved and made me happy. Valuation by others promise the earth, which with London prices I knew would not be reached. From the moment the contract was signed to sell until completion things moved at a pace l had to put back the completion date just to catch my breath. Stress free, hassle free. Once again l would like to thank you all for doing a great job, Howard Brown.
Howard ยท 5 March 2017
Agent replied ยท 22 October 2024
Dear Mr Brown,Thank you for your comments regarding Maureen and the Team in my East Ham branch. At Douglas Allen we have a unique way that we market your home which in your case has meant a successful sale of your home.Good luck in your new homeRob WadeAssociate Operations Director
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5/5
TrustpilotHard working team
I just bought a house with chigwell douglas allen and i must say I'm very happy it was them dealing with me. I missed out on one before and robin was straight away showing me another one. Very lovely man. but i must say tanya was absolutely outstanding. There was many time when i thought that it wasnt going to happen but tanya was always there to keep it together. She works very hard. All of them did a lovely job for me even when i call in for a problem i think jordan and joe were very helpful. But i must say big big thank you to tanya, we were lucky to have her help
Saif ยท 23 February 2017
Agent replied ยท 22 October 2024
Dear Saif,Thank you very much for writing your 5 Star review of the service you received from our Chigwell office, it will mean a great deal to the whole team knowing they were instrumental in finding you your new home.Tanya especially will be delighted with your recognition, most other agents don't employ Sales Progressors but as you can see, we think they are invaluable in guiding the whole transaction through smoothly and successfully.WE all wish you many years of happiness in your new home.Regards,Jon Holden - Managing Director, Douglas Allen
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5/5
TrustpilotSale of House
I required a quick sale in order to secure a house on which I had made an offer. Daniel from the Barkingside Branch gave me an honest opinion of the best way to go about a quick sale and stressed that the conversation would have been very different had I been asking for a straight valuation and been prepared to wait for a good price. As promised they began marketing the property as soon as I had signed up and the buyer had been secured before the photos had even been taken for the brochure. As recommended I had a board outside and a further 2 offers were received within the first week. Both Umad and Daniel were very helpful and when not available whoever answered the phone was able to quickly check my file and update me on progress. I also used Barnes & Partners Solicitors via the E-Move team as recommended by Douglas Allen as I felt it would be prudent to have the solicitors handling my sale and purchase working in close liaison with the Estate Agents. I have no complaints about their efficiency but I do feel that Andrew from the E-Move team was the more proactive in pushing forward with the exchange of contracts and keeping everyone informed of progress.I feel I made the right choice in Estate Agents and have no complaints.
Glenda ยท 21 February 2017
Agent replied ยท 22 October 2024
Dear Ms Kemp,Sincere thanks for your 5 Star review of our Barkingside team and our recommended conveyancing panel member Barnes & Partners. Daniel and his team are extremely professional and caring and I am delighted that having put your trust in them to sell your home, they delivered as they do time and time again.We never underestimate the sheer choice of agents someone has which is why we work very hard to uphold the values Douglas Allen has subscribed to over many decades so that that choice can become less complicated.Thank you very much for your custom.Regards,Jon Holden - Managing Director, Douglas Allen
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5/5
TrustpilotFantastic
I just recently bought a flat from Douglas Allen at East ham. I bumped into a gentleman called Hassan Anwar. What a man. Very professional, responsible and credible and transparent individual. Had good knowledge of properties which were shown. Kept me updated on my sale also gave me good advice. I would not hesitate to recommend Hassan to anyone and would want to buy off Mr Anwar again. 10 out 10. Not an average agent. Wish him all the best.
Sarfaraz ยท 8 February 2017
Agent replied ยท 22 October 2024
Hi Sarfaraz, Thank you for your positive feedback regarding Hasan in my East Ham office. Hasan is a local lad who prides himself in everything that he does so it's great to see that what he is doing is appreciated. I hope you will be happy in your new home.Rob WadeAssociate Operations Director
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5/5
Trustpilotstress Free
Thank you to all the Team at Douglas Allen Chingford, I was not looking forward to moving home again as I had a bad experience last time.Jess came to see me and out of the 4 agents I had the most confidence in her and all she would do to sell my home.After the meeting James and Jake came round to view my home and fee led me with even more confidence due to their enthusiasm. They arranged an open day and I received over my asking price within two weeks. Throughout the whole process of moving James and Natasha worked very hard to keep as stress free as possible. I would also like to thank Jake for all his hard work with showing people my property and Jess for convincing me to use Douglas Allen, I would recommend their services including the Solicitors, Channel at Barnes and Partners to anyone looking to move home.Mark
Mark ยท 28 January 2017
Agent replied ยท 22 October 2024
Dear Mark and Wendy,Thank you for taking the time to post a review for my Team in Chingford. It is always great to hear when my team has done a good job and lived up to expectations. So please that you got over your asking price following your open house events. I hope you enjoy spending the extra cash !Good luck in your new home .Thanks againRob WadeAssociate Operations Director
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5/5
TrustpilotI am a first time buyer and was really happy with Douglas Allen loughton
I am a first time buyer and was really nervous about the whole process.Step by step I had Samuel there to help and guide me through . Samuel was easy to talk to and made me feel at ease throughout.He was always professional and genuinely wanted to do a great job. I will be recommending Douglas Allen as a estate agents to other friends trying to get on the ladder, based on Samuels great help to me in buying
Marie ยท 19 February 2018
Agent replied ยท 22 October 2024
Dear Marie,Thank you so much for taking the time to post this 5 Star Review of the help you received whilst buying your property from Sam at our Loughton office. Sam is truly passionate about his role and will be delighted that he has helped you at what can be a stressful time.Please do recommend us to family and friends, we will be only too pleased to help them achieve their dream move too!Kind regards,Jon Holden - Managing Director
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5/5
TrustpilotProfessional, hard working, good team (East Ham Branch)
I am very happy with the service provided on my sale. Hard working Andrew did everything to facilitate the sale after the offer was made. East Ham team helped me throughout the process and gave me excellent advice, well worth the money spent on commission for such great professional service. I would like to compliment Wasim and Hassan for they brilliant interpersonal skills and ability to find a good trusted buyers. Thank you to Natasha a for her efforts in putting my property on the market and lining up viewings promptly. I would recommend Douglas Allen East Ham, especially if you are selling.
Olha ยท 18 December 2016
Agent replied ยท 22 October 2024
Dear Olha,Thank you for your comments regarding Andrew Bilby the sales progressor and the team in the East Ham office, The sales team of Waseem and Hasan do a great job in finding buyers for our sellers that will proceed to a successful completion. Natasha Has working and lived in the East Ham area for many years so knows the prices and trends in the area. Good luck in your next home.Rob wadeAssociate Operations Director
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.