Mackenzie Smith Fleet reviews

★★★★★ 5/5

Google

We purchased a property through Mackenzie Smith and our main dealings were with Paul Hillyer. Paul went over and above to help us through the process, he was responsive and easy to deal with and nothing was to much trouble. We would not hesitate to use Mackenzie Smith in the future as the service we experienced was very professional. Thank you Paul for all your hard work!

Paul · 26 January 2026

★★★★★ 1/5

Google

I genuinely cannot understand how this estate agent is still operating. From the very beginning, the experience was marked by poor communication, lack of professionalism, and complete disregard for basic standards of service. Calls and emails went unanswered for weeks (sometimes entirely), information was inconsistent or incorrect, and it often felt like I was doing their job for them. There was no sense of accountability. When mistakes were pointed out, they were either brushed off, denied, or met with vague excuses rather than solutions. At no point did anyone take ownership of issues just deflection and silence. What's most frustrating is the sheer incompetence masked as confidence. Promises were made casually and then quietly abandoned. Deadlines meant nothing. Accuracy was optional. The attitude throughout suggested that once they had what they wanted, customer experience became irrelevant. This wasn't just disappointing, it was stressful, time-wasting, and completely avoidable. An estate agent is supposed to reduce friction in an already stressful process. This one actively created more problems than it solved. I would strongly advise anyone considering using this agency to think very carefully. There are plenty of estate agents out there and it's hard to imagine one that could deliver a worse experience than this.

Niki · 26 February 2026

★★★★★ 1/5

Google

Absolutely awful experience with the theoretical 'service' provided, will add to this when I have the complete list of issues, as it's still ongoing. As it's now been nearly a month since I started this review, which seems a reasonable time for a resolution. So we chose this company to manage our house rental while we were relocated in the US. Unfortunately, we had to cut this short, and so served notice on July 8th, giving tenants a full two months to prepare the house to leave. We were back in the area before the handover, and highlighted to Mackenzie Smith the outside of the house was looking a little messy, and were they sure we would receive it back in the condition we provided it in, and assured it would be, although nothing seemed to change as we continued to pass the house. We also then needed some post as it held our daughters bus pass for her new school, so my wife drove 250 miles back to the area on a Saturday afternoon to collect said post from the local office, only to arrive and find the office had closed early, no matter the agent was doing a viewing, so she drove to that, to then be told by the house owner the viewing had been cancelled, so no post or bus pass. We raised it on the Monday as it was urgent, and was told by the main contact, whose office is approximately 5 miles from the house, he would post it to us....... Back to the house, so the week of the handover, the house still looks a mess, so I drive to the agent (the one who wanted to post things), and explained that the move had been quite challenging for the family, and all we wanted was to get back into 'our' house, feel at home, and be able to settle back into the area. I was assured he'd been there yesterday, and the tenant was making good, including the garden. So, the day to move back in comes. and the front of house still looks like it did a month prior, Wisteria so overgrown, you can't see the windows. The inside of the house had not been cleaned, (did I mention my wife was considered high risk during COVID), all the curtain poles had been removed, the fireplace stones had been removed, the garden had not been managed, the conservatory doors didn't work, and the best part an entire kids swing, which had been concreted into the garden, had been removed with nobody noticing. No matter, we've paid a management fee for nearly a year, so I'm sure the agent will step up......................of course no. We're then advised that we have to make a case to the TDS, for any costs to be deducted from the deposit, (we have it's more than 115% of said deposit), but can we get help with the work that needs to be done Mr Estate Agent, yes you can, but you do it at your risk until the claim has been assessed, OK Mr Agent, do you know any good plumbers, gardeners etc given you're handle properties 24/7/365, yes we do, here's a number..... This is the abbreviated version, I've skipped the amount of times emails and calls have been ignored, not escalated, or brushed off. We've also subsequently found out we have water damage, where a tap was replaced by the agent, which they sent me the bill for, and has since leaked, the answer from the estate agent on this, well the invoice did say it was rusty.......... When asked to provide examples of visits to the house, in the space of 11 months, two occured, one in April, one in June, neither noticed every curtain pole had gone missing, or an entire child's swing had disappeared from the garden. So, I hope this review is of use to anyone looking to rent there property. To Vicky whe replied within two days of this, well it's now a month, and little to nothing has been done by your lettings team

John · 26 February 2026

★★★★★ 5/5

Google

We had an excellent experience selling our property with this agent and Paul Hillyer. From the outset, they were professional, proactive, and highly knowledgeable about the local market. Communication was clear and consistent throughout, viewings were well managed, and we achieved a strong result within a sensible timeframe. The process was handled efficiently from offer through to completion, with issues dealt with promptly and transparently. We would have no hesitation in recommending them to anyone looking to sell their property.

Jack · 26 January 2026

★★★★★ 5/5

Google

The Sales Team (Paul, Paul and Alex) have done a fantastic job selling our property in the Blue Triangle. A complex chain, with multiple delays, was progressed with patient perseverance to a successful sale. I appreciated Paul's vast experience of sales in the area, plus relationships with local solicitors and other estate agents, which I firmly believe kept our sale on track. Thanks

PaulGill · 5 March 2026

★★★★★ 5/5

Google

A great experience selling through them , found a good buyer and happy with the price ..good communication throughout and especially thanks to Paul Hillyer whose communication remained very good right up to completion ..Highly recommend

Gareth · 14 June 2025

★★★★★ 5/5

Google

Well, what an amazing difference from our previous estate agent! Paul Hillyer is a highly professional and experienced estate agent who has an excellent manner with us as sellers and also with the potential buyers of our property. His …

Michael · 22 April 2025

★★★★★ 2/5

Google

Decidedly average is not a phrase anyone likes to be associated with, but sadly that's the most I can say about MacKenzie Smith in Fleet. The agent we were originally dealing with was good but left during our purchase, and James the Branch Manager was always great. Unfortunately for us, we ended up working with another agent, and it's when things start getting difficult in the chain that you can really measure an agent's true worth. For us, that meant panic, terrible communication and added stress when we should have felt assisted, protected and reassured. We got there in the end, but only because of the help of other stakeholders in the chain, and sadly I just couldn't recommend them based on our experience.

Jonathan · 26 March 2023

★★★★★ 5/5

Google

James, Justin, Dan and the rest of team at Fleet office were brilliant. They have handled two house sales for us and their service is way better than anything we have known before. Their experience, local knowledge, attention to detail and motivation are superior to other, run-of-the-mill agents. I would use them again and again! Refreshing key differences are honesty - they tell it like it is, even if the news is not what you want to hear...so none of the usual smoke and mirrors stuff! Also, they are polite and courteous and always act with your best interest at heart. Also, their attention to detail to drive the process is essential to get a sale done. Other estate agents in Fleet are so bad that James and his team end up doing their work for them...because these others are big corporates with the usual badly trained staff, with low motivation, little experience, annoying manner and rubbish admin work. I know of similar properties to ours that are hanging around on the market whilst mine have been sold and importantly...followed through to completion easily. This team will thrive in 2023...whilst the others will be full of doom and gloom and job losses. All power to Mackenzie Smith - they do it right!!!

Ray · 26 March 2023

★★★★★ 5/5

Google

We knew Mackenzie Smith in Fleet were good, but they excelled themselves selling our home. James, Justin, Luke and Dan are the "Fab Four of Fleet" when it comes to Estate Agents. Our sale was quite drawn out but with the skill of James the transaction held together until we got it over the line. Having one dedicated person progressing the sale we think made THE difference. We would recommend Mackenzie Smith, Fleet without hesitation.

Nick · 26 March 2023

★★★★★ 5/5

Google

We could not have asked for a better team of people to market & sell our family home, with special thanks to James, Justin, Luke & Dan. From beginning to end they have always been professional & kept us well informed with every viewing & decisions to be made whilst showing such empathy & understanding that comes with this particular kind of house sale for a much loved late mum & dad. We always felt in very safe hands & appreciate all you have done for us. Sincere thanks to you all. Melanie Kersley & all the family.

Martin · 8 June 2022

★★★★★ 5/5

Google

We've moved around a bit over the years and therefore had a wide and varying experience of letting agents, letting agents and of course landlords, not to mention managing agents and the whole army of people attached to the lettings sector - professional property cleaners, the infamous utility companies and now couriers trying to find where you live! What you need is a single point of sensible, listening professionalism, a firm and their staff that intrinsically understand not only the legal niceties but also the massive stress and strain of moving. What you don't want is curt rudeness, people answering telephone who seem to be reading from a script and actually not listening -and then the ongoing rudeness because you are 'just the tenant.' So, three cheers for Mackenzie Smith Properties of Fleet, Hampshire, real, caring people, skilled and sensitive in their job, not Robots and justly deserving in my view of that often over-used rating of FIVE STARS. We found Andy Travers and his team at Fleet Hampshire spot-on perfect in helping us through the challenges of finding and signing up for this lovely new property in Fleet. I think quality begets quality: Great agents often have great landlords as clients - and here again Mackenzie Smith seem to offer such landlords and their properties. We're biased, of course and it is early days but on the strength of the recent move, whilst there are many ,many agents out there, some good, several not so good and some very goods, we think that Mackenzie smith are simply the best.

Mark · 26 March 2022

★★★★★ 5/5

Google

Letting an Apartment I have been letting out my apartment through Mackenzie Smith since 2017, as we had a change of tenancy on the 26th of January this year, we came in contact with Tracy Cook Lettings Manager based in Farnborough. Tracy has been professional, efficient and trustworthy, we are so impressed with her nothing is too much trouble and she has guided us through, with such ease, to the letting of the apartment which has been trouble free.

Sheila · 26 March 2022

★★★★★ 5/5

Google

Our sale was very complex due to circumstances. It was elongated and at times difficult so really appreciated the dedication of Paul Hillier and Alex Bure who never gave up. Would recommend them to you for level of service. Jono P Church Crookham

Jonathan · 24 December 2025

★★★★★ 5/5

Google

McKenzie Smith have been excellent and friendly throughout the process. Offering great recommendations and insight to help the sale go through efficiently. I would especially like to thank Dan Franklin for his support and reassurance, he was a pleasure to deal with.

Barbara · 26 March 2024

★★★★★ 5/5

Google

I want to thank Tracy, Penny and Jenny from the letting team. Whilst overseas they fully managed my rental property. I had complete confidence in their ability. They demonstrated considerable professionalism and provided a high quality service. Of greatest significance was that they treated my tenants with respect and fairness, responding swiftly and effectively to any issues the tenants had and keeping me updated.

Charlotte · 26 March 2022

★★★★★ 5/5

Google

Me and my partner purchased our first property with the support from Toni. Right from the very beginning Toni has been amazing for us. After our first visit we knew where our first home was going to be! Toni has been efficient, professional and so so helpful with every query, question and problem we have faced through the process! She is an absolute credit to your team! Thank you!

Jorden · 26 March 2021

★★★★★ 5/5

Google

Andy in lettings has been absolutely fantastic in helping me to navigate the application process. He offered a supportive and can do attitude, was responsive and where others would experience barriers to progression and cease the process, he worked hard to help overcome them. I am hugely grateful for his customer service, time and patience!

Nicola · 16 April 2026

★★★★★ 5/5

Google

Justin from Fleet has been the perfect estate agent throughout, I can’t remember a time when a query or call wasn’t picked up within a few minutes. He has helped guide us through a challenging move and get things across the line in a very turbulent market. Thanks Justin and the team.

Mark · 26 March 2023

★★★★★ 5/5

Google

James and Justin were excellent throughout. Not pushy at all. They knew what we were looking for and helped us find our perfect home. And when family illness caused a very small delay on our part they were understanding which other agents were not. We would definitely use them again.

Stephanie · 26 March 2023

★★★★★ 5/5

Google

James and the team at Mackenzie Smith were super helpful and supportive. We had to complete by Dec 21 and he went out of his way to ensure all issues were known and dealt with across a four house chain. Have no hesitation in recommending them, they were great!

David · 26 March 2023

★★★★★ 5/5

Google

Everyone involved from showing us round the property to keeping us informed the status of offers within the chain and then the sales progressor keeping us constantly up to date with the whole purchase process made us as first time buyers a lot less stressed that we heard home buying to be.

Mark · 8 April 2026

★★★★★ 5/5

Google

James and the team have been outstanding. All professions have the good and the bad. Mackenzie Smith is very much 'the good'. Consistently, the team has exceeded expectations, delivering a first-class service. I would not hesitate to recommend them to both first time and more experienced buyers.

David · 26 March 2023

★★★★★ 1/5

Google

James and the team at Mackenzie Smith live up to the typical Estate Agent reputation.

Michael · 29 May 2024