Every review we hold for the Ewell office, from every platform, shown as written. First names only.
★★★★★ 1/5
TrustpilotA litany of failures.
The personal agent put my flat on the rental market with an inflated rental price. The property sat on the market from December to February with one viewing and barely any contact from the agent, I had to ask for feedback. The day I appointed another agent they recommended a more realistic price and brought in 3 viewings on that day with offers. The personal agent then got another viewing with a person who didn't realise there was no garden which should have been made clear from the start. The personal agent failed to return my keys when asked then accused the other agent of losing them. They finally found them when I pushed and when I asked them to post them to me they put them in a paper envelope without taping them down so of course I received an envelope with no keys with a hole in it. I had to change the locks on my flat and when I asked the Personal agent what they were going to do to rectify the situation they ignored me. No apology, no offer to pay for the new lock or sorry for the time I wasted on this and the stress. This company are completely not proactive and in my opinion very, very unprofessional and I would not recommend using them at all.
Alice · 3 June 2020
Agent replied · 25 November 2023
Dear Ms NwumeWe really appreciate your feedback as this will help towards training and improving our general customer service.In response, I can confirm that the rental value was mutually agreed prior to the commencement of marketing.I note from our system that we did contact you to put forward offers but unfortunately it became clear that the prospective tenant was unproceedable. However, we do take full responsibility for the keys not being securely posted to you and have offered to cover these costs, as per our email to you. We pride ourselves on keeping our landlords regularly updated and I'm sorry to hear that you are not happy with the way the letting of your flat was handled.Kind regards, Ria
★★★★★ 5/5
TrustpilotSameer a helpful and professional agent
Sameer was very helpful and professional in his job he really made the process of renting a lovely house in Epsom very easy for us .
Reshad · 1 July 2024
★★★★★ 5/5
TrustpilotCallum has been massively helpfull from…
Callum has been massively helpfull from the start very approachable with a good sense of humour but very professional at the same time can’t thank him enough for everything he did for us
David · 8 February 2024
★★★★★ 5/5
TrustpilotAlways a lovely experience with charlotte
Always a lovely experience with Charlotte from The Personal Agent. She is so nice, helpful, and makes us completely at ease throughout the property inspection. Really appreciate her kindness and professionalism.
Paige · 11 December 2025
★★★★★ 5/5
TrustpilotWe have dealt with Tom Iddenden from June 13th 2020 to November 2020
We have dealt with Tom Iddenden from The Personal Agent who was not only very welcoming but also kept us well informed throughout the purchase. My wife and I are more than happy with his service, and in his absence, his teams service. We would like to highly recommend services with Personal Agent and especially Tom Iddenden to all who would consider.
Mr · 4 November 2020
★★★★★ 5/5
TrustpilotVery nice experience
Sammy was knowledgeable and nice and didn't rush us at all through the viewing.She listened to our comments without being pushy or giving us "conventional" answers.Thank you Sammy!
Grazia · 26 April 2024
★★★★★ 5/5
TrustpilotVerry proactive and informative
Verry proactive and informative, found that Callum was really helpful. Would recommend the personal agent for people looking for renting .
Amelie · 28 August 2024
★★★★★ 5/5
TrustpilotSameer is how all real estate agents should…
Sameer made sure we were on the same page at all times, communicating and time keeping was amazing.
Glasford · 14 October 2024
★★★★★ 1/5
TrustpilotMatthew Bidwell doesn't know what he is…
Matthew Bidwell doesn't know what he is doing... I met Matthew while showing me a property in Leatherhead and I couldn't be more disappointed.While showing the property he wasn't prepared for any questions, he didn't know simple sale points for example: if the windows were double glazed or what the area had to offer. Then a few days after I told Matthew that I would need to give some notice to my current landlord and I actually put an offer in before that and haven't received any calls or interest showed ever since. I called him twice to get updates and he never had anything to say. I also asked for the rooms measurements which he said he would send, but obviously I never received anything. What a poor experience... I shouldn't need to chase the agent for updates on an offer, it just shows that Mr Bidwell lacks professionalism and he is not worried about his clients or the agency.Epsom branch needs to give this gentleman more training or find a better salesperson.
Maria · 18 October 2019
Agent replied · 25 November 2023
Matthew is our Trainee Negotiator and is in the process of completing his probation period. He told us when he returned to the office having met you that he struggled to answer a few questions so we have revisited the areas where he was unsure and more training is being provided. As Matthew has since advised you, our client has found their own tenant for the property. However, we would love to assist in finding you an alternative. We really appreciate your feedback as this will help towards Matthew’s training and improving our general customer service. Kind regards, Cheryl
★★★★★ 5/5
TrustpilotI am satisfied with this property agent…
I am satisfied with this property agent as they have been given warm, kindness and accurate information always. Particularly, Chris Sweby is recommendable agent as he is always gentle and deligent to process all queries on time accurately. Thank you.
Mr · 17 July 2023
★★★★★ 1/5
TrustpilotAvoid at all costs
We dealt with them for a purchase and they have been beyond disgraceful during the entire process. They failed to highlight any deadlines for completion when the offer was made and instead hoped that it would go unnoticed/uncontested by slipping it into the memorandum of sale.Agreeing a completion date without consulting all parties is highly unprofessional, especially considering that completion dates are not to be decided until the point of exchange and especially if you or your team plan to use this in an attempt to bully your buyers into agreeing to terms that ultimately suit your needs. It would be useful to invest some resources into better training your staff. Sarah Goddard's behaviour in particular towards us throughout the purchase has been bordering on harassment. Her aggressive tactics and inability to stick to one script when it comes to deadlines for a deal has left a foul taste in our mouths and I will not be recommending her or your branch to anyone I know.Lastly, I highly recommend that you remind yourself and your staff that without a buyer, you would not make your commissions. Attempts to bully and threaten them into early completion saying that the property will be put back on the market, especially with first time buyers, hoping that they might not know better, is really distasteful behaviour.
Buyer · 21 August 2019
Agent replied · 25 November 2023
Naturally we were extremely concerned to read your comments and would welcome the opportunity to discuss this further with you. As anyone can see from our previous feedback this is not typical of the service we provide and have never received such damming comments before. If you would like to provide your name or the property transaction, then I can look into this further. All our transactions carry full notes of all conversations that are date and time stamped, furthermore our calls are recorded so any complaints can be thoroughly looked into. Unfortunately as we have received no letter of complaint from you or any seller recently, I am limited to how I can respond. In the meantime I await to hear from you so this matter can be fully investigated.Kind Regards Richard Humphrey - Branch Manager 01372 745 850
★★★★★ 5/5
TrustpilotCallum showed us around a property to…
Callum showed us around a property to let, he was very switched on and down to earth, knew what he was talking about. We have seen many houses in the last 2 months and spoke to many agents, most of them were robots basically. It was refreshing to speak with to Callum, he manages to make the move possible faster than the owner wanted initially in order to accommodate our requirements. Highly recommend
Alice · 3 June 2024
★★★★★ 5/5
TrustpilotIm very happy with the service
Im very happy with the service, Charlotte is very respectful of my home, very polite and very good at dealing with any situation with the flat.
Filipe · 13 May 2024
★★★★★ 1/5
TrustpilotSpoke to the Stoneleigh office…
Spoke to the Stoneleigh office regarding a 3 bedroom detached bungalow in need of renovation that was priced at 475000, spoke to an agent named Paul who advised as I was in a chain I was not in the best position to submit an offer of the full asking price. Approx 3 weeks later having completed on the sale of my property, discovered that the property I was interested in had still not completed and was still SSTC. I asked Paul if he had any more properties in the area and he started to show me a 2 bed semi detached property that was in need of renovation and priced at 485000. I advised in comparison to the other property this was overpriced and stated that if I moved slightly out to Bookham I could buy a property already renovated to a high standard, I was then told by Paul (quote) "Go and buy a house in Bookham then". Very rude simply because I was not prepared to pay over the odds for a property. They have now forfeited a cash buyer and the potential of a quick sale for prospective clients, would not recommend.
Peter · 11 April 2019
Agent replied · 25 November 2023
Dear Peter,Thank you for your comments and feedback. When you mentioned that you could buy a property in Bookham that you felt was much better value, I apologize for agreeing with you too enthusiastically which obviously came across as rude, I did not mean to cause offence. Best of luck with your search for your new home.Kind regards,Paul.
★★★★★ 5/5
TrustpilotDear Samantha from Personal agent,
Dear Samantha from Personal agent,I wanted to extend my sincerest gratitude for your exceptional assistance during the recent house inspection. Your knowledge, professionalism, and genuine willingness to help made the entire process smooth and enjoyable.Your insights and guidance were invaluable, and I truly appreciated the effort you put into ensuring all my queries were addressed. Your dedication to your work is commendable, and it's clear that you are incredibly passionate about helping your clients find their ideal homes.Thank you once again for your outstanding support throughout this journey. You've set a remarkable standard for what it means to be an excellent house sales agent.Warm regards,Ayo
Ayodele · 8 January 2024
★★★★★ 5/5
TrustpilotTruly personal experience
Adam at the Personal Agent in Epsom has really taken the time to listen to what we are looking for in our next purchase which makes such a difference as it’s frustrating when properties completely outside of our interest (and catchment especially!) are pushed and promoted from other agencies. He has taken the time to highlight key aspects that are important to us at the properties viewed so far and he is a genuinely lovely person to deal with.
Sarah · 28 January 2024
★★★★★ 5/5
TrustpilotExcellent service provided by The…
Excellent service provided by The Personal Agent, particularly Richard Humphries, in what was a fairly complicated chain (in the middle of lockdown) that at times got pretty emotional. I have no doubt that without Richards efforts, and constant communication and status updates, that it is very unlikely the chain would have made it to the finish line. My thanks to you.
Sheldon · 1 June 2020
★★★★★ 5/5
TrustpilotGreat Team!
Adam Latter communicated swiftly and efficiently by email and arranged a viewing within hours of my request. He turned out in the pouring rain and was prepared, knowledgeable, friendly and professional. My first 2 contacts were with Bradley Snape, Lettings Manager who was also really helpful. Whilst we weren't needing any help with lettings at that time he pointed us in the right direction and made sure things happened. He was really friendly over Xmas when we popped in and then picked up emails and got everything moving. Great teamwork between the 2 offices. Highly recommend.
Ms · 4 January 2024
★★★★★ 5/5
TrustpilotExceptional Performance and Proficiency of Samantha - A Stellar Property Sales Negotiator
I am writing to express my sincere appreciation for the outstanding service provided by Samantha in her role as a Property Sales Negotiator. It is with great pleasure that I share my positive experience with her exemplary skills and proficiency.Throughout my interactions with Samantha, I have consistently been impressed by her unwavering commitment to delivering exceptional customer service. Her in-depth knowledge of the real estate market and keen understanding of the intricacies involved in property transactions have greatly contributed to my confidence and satisfaction as a client.Samantha's communication skills are truly commendable. She has a unique ability to explain complex concepts in a clear and concise manner, ensuring that all parties involved in the negotiation process are well-informed and comfortable. Her responsiveness and attentiveness to my inquiries demonstrated a genuine dedication to addressing concerns promptly, fostering a smooth and efficient transaction.Furthermore, Samantha's professionalism and integrity have set her apart in the industry. I felt reassured throughout the entire process, knowing that I was in the hands of a highly competent and ethical professional. In conclusion, I am truly grateful for the outstanding service provided by Samantha as a Property Sales Negotiator. Samantha's contributions unquestionably, and I would not hesitate to recommend her services to anyone seeking a top-notch real estate professional.K.K
Que · 3 January 2024
★★★★★ 5/5
TrustpilotWorking with Sara West was a very…
Working with Sara West was a very enjoyable experience, Sarah has the ability to really tune in to what i was looking for, and is not pushy at all, kind and thoughtful, thankyou
Barry · 10 December 2023
★★★★★ 1/5
TrustpilotAwful service received...
Awful service received... I was their tenant and they left me at the rental property without hot water for over two months. After around nine weeks of having no hot water as the hot water had broken, and having patiently waited for repairs to be made... I was forced to pay someone to fix the issue. Once I had paid for replacement parts and labour for the issue to be fixed, I was evicted by the letting agent & landlord. I always paid my rent and always paid my rent on time.I also endured two years at the property without any curtains or blinds for privacy at the windows, despite having mentioned on several occasions. The maintainence company consistently failed to manager and maintain the communal areas. A Letting Agent should remain unbiased and work to serve both the landlord and their tenant, yet this Lettings agent seemingly only want to serve the landlord for their own personal financial gain whilst treating the tenant in a disgraceful and disrespectful way. They ought to be ashamed of themselves. The Lettings branch manager threatened my guarantor over the phone. The Lettings branch property manager is completely incompetent, not knowing how to successfully manage a property and the issues that may inevitably arise on occasion. You’re meant to receive a fair level of service within life, especially when you’re paying for someone’s services... I was ripped off and evicted for no reason, having then lost all my new furniture and possessions as I couldn’t afford to put them into a storage facility. The irony being that I always paid my rent and always paid my rent on time... they ought to be ashamed of themselves.Tenants please be warned.
Josh · 28 December 2018
Agent replied · 25 November 2023
Dear Josh, As previously explained to you, we continually tried to send the manufacturer in to repair the boiler and we explained the importance of the boiler being repaired by a professional and asked you not to fix the boiler yourself.Your shoddy workmanship led to the invalidation of the Landlords warranty. Add to that the thousands of pounds you owe them in unpaid rent and the court summons to you, hopefully you will now understand the reason for you being asked to leave the property. To resolve this issue, the Landlord's are looking for you to compensate them for their losses.
★★★★★ 5/5
TrustpilotJason Hancock at the Banstead branch…
Jason Hancock at the Banstead branch was excellent. He was so patient with me and never gave up trying to help me find my dream home. When we did eventually find our perfect home the transaction was smooth and efficient and Jason was with us every step of the way. An absolute pleasure to deal with and a proper bloke. Big thanks to Jason
Daniela · 8 November 2018
★★★★★ 5/5
TrustpilotExcellent customer service
The team at the personal agency were excellent, went above and beyond the service required, especially Callum alway polite and dealt with requests beyond what he needed to do
Claire · 26 February 2024
★★★★★ 5/5
TrustpilotA fantastic team.
I would hight recommend the personal agent. From buying our house initially to finding us tenants and managing the tenancy.They have been extremely helpful and efficient and whoever you speak to seem to answer any queries. I would like to thank Joe who found us the tenants and Michelle who manages our property in particular for all their help. A credit to the company.
Kieran · 25 September 2018
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.
