Trusted Agent profile
★★★★★
297 reviews across 1 platform
469-471 Durham Road, Gateshead, NE9 5EX
NGU HOMES's Gateshead office at 469-471 Durham Road is rated 4.3 out of 5 across 297 reviews on 1 platform, including 297 Google reviews rated 4.3.
Every review we hold for the Gateshead office, from every platform, shown as written. First names only.
5/5
GoogleCannot fault my experience in renting a home through NGU at all. From viewing, to paperwork and receiving the keys, the process was super quick and Shakil was on hand to answer any questions I had
Thank you so much for your kind words! We're thrilled to hear that your experience renting a home through NGU was smooth and efficient. Our team are always here to assist with any questions you have. Wishing you all the best in your new home! 🏠😊 …
5/5
GoogleI have worked for NGU directly since becoming self employed a little over a year ago and I can honestly say it’s been absolutely great! All the staff in the office are really friendly, have great communication skills and are super helpful! I normally communicate with Sam Bellamy and Rachel Moody, they are really easy to work with and they help with what ever I need! 100% happy to work for/with NGU, they have always been spot on to me! Thank you all the staff at NGU (Gateshead).
Thank you for your kind words! We're glad to hear you've had a great experience working with us. It's fantastic to know that Sam and Rachel have been helpful. We're grateful to have you on board and look forward to continuing our work together! Best Wishes, The NGU Team
1/5
GoogleAVOID LIKE THE PLAGUE. The staff at NGU are unprofessional, rude, clearly have a script to follow if you contact them and couldn’t care less about tenants. Repairs go un resolved, jobs they say will be done prior to you moving in aren’t done, they try to bully tenants hoping they won’t know their rights, promise anything to get what they want then deny it. The only reason they have one star is because you can’t give a negative amount.
We’re sorry to hear you feel this way, but we believe it's important to clarify the situation. At NGU Homes, tenant satisfaction is one of our top priorities, and we take pride in our 95% tenant satisfaction rate. Our records show that urgent repairs are typically resolved within 5 working days, and non-urgent ones within 10 days, demonstrating our maintenance team commitment to addressing maintenance issues promptly. In your specific case, upon check out, the property was left in significant disrepair, including a substantial number of personal belongings that needed removal. The cost to the landlord for rubbish removal alone exceeded over £1,000, which is why your deposit was not returned. We strive to provide fair and professional service to both our landlords and tenants. If you would like to discuss this further, please feel free to reach out to us directly.
5/5
GoogleShakil has been so helpful throughout the whole process since viewing the flat to me moving into the flat. A lot of the stress was taken away from moving since I was looking for somewhere that was local and affordable. I was kept informed throughout the whole process, I couldn’t be happier with how easy this has been and that was due to Shakil keeping in contact via email, explaining the process to me and just making the moving process an absolute breeze. Big thanks to Shakil :)
5/5
GoogleI come here with a lot of gratitude towards Shakil . He is a star indeed he deserved a 6/5 . He helped me fron the first stage that is getting the right property for viewing. I viewed 1 house and i liked it it was exctally what wanted , he assisted me with the application and today am happy because i will be moving to my new hone soon😊😊 all thanks to Shakil NGU home lettings you have a star there . Keep it up Shakil am very happy with your service , cant wait to move in
5/5
GoogleShakil Ahmed (Letting Agent at NGU Gateshead) has been absolutely excellent in helping me & my wife through the rental process for the property we are renting through NGU. He has listened, understood & responded to all our queries in a timely, efficient, and professional manner. Shakil has explained everything about the rental process as it has gone along so that we are left in no doubt as to what happens next etc. I would highly recommend Shakil Ahmed to help you with your next rental property through NGU Lettings 👍 Paul Flanagan
5/5
GoogleJust an edit as we have ended our long serving tenancy, and what a professional service even allowed is to take the remaining rent out of the deposit...... once we'd moved out and the house was still under our tenancy the property was damaged and not once on check out have we been charged for the damaged things ... NGU take a bow rachel and the team thank you for such a hassle free rental keep up the amazing work guys 100% genuine company 👏 Had an issue with my conservatory doors not locking, logged the job at 20:00 in the evening, the following morning Rachel Moody let's me know the jobs been allocated, by 12:00 the jobs completed ,what more can you ask for, quick, hassle free service 10 out of 10 ,keep up the great work and service.
Thank you so much for your wonderful review! We have passed your lovely comments onto Rachel. We are truly grateful for the time you spent with us as a tenant. It's been a pleasure having you, and your kind words mean a lot. We wish you the very best of luck in your new home and hope it brings you as much joy as your time with us did. If you ever need anything in the future, don't hesitate to reach out. Best wishes, The NGU Homes Team
5/5
GoogleI didn't know home rentage could be made easy and affordable even to the novice prospective customer until I come across NGU Homes _lettings, sales and refund , they make the process easier for me, starting from precise and clear advertisment ,thier responsiveness to message from client is a top notch, they simplify every part of the process by collectively put everything into their canopy application that made it easier to present every documents from client. Above all, get a beautiful and awesome apartment from them in a good location gladden my mind
Thank you so much for your wonderful review! 🌟 We’re thrilled to hear that you had such a positive experience with NGU Homes. Our team works hard to make the rental process as smooth and transparent as possible, and it’s great to know that our efforts made a difference for you.Enjoy your beautiful new apartment. If you ever need any assistance or have any questions, don’t hesitate to reach out. 🏡😊
5/5
GoogleRachel, Sam and the team have always provided great support over the years and we are proud to have a great rapport with NGU!
Thank you for the wonderful review! We're delighted to hear that Rachel, Sam, and the team have been able to provide you with great support over the years. We look forward to many more years of working together! 🌟 Best wishes, The NGU Team …
5/5
GoogleKatelyn was very helpful and despite some complications in the application process we managed to move in and get our new home sorted.
Thank you for your feedback! We're glad Katelyn could assist you through the process. We hope you enjoy your new home! Best wishes, The NGU Team
1/5
GoogleOooo may.! I have seen some properties with this estate company .! And at some point I placed an offer to one of the property . After 1 hours or so I received a call from a guy there cal himself Jon .!He was questioned my ofer what I put so less. Because he got higher ofers even a lot higher then the house is listed and advertised .! I said that is my offer . And then he was laughing on me that I am not realistic . Because I am not pay him way he wants .! They are a joke :! Don’t use them people very very unprofessional
Hi Daniel - I think you've posted this review to the wrong company. We don't employ anyone called Jon or have done. Could you please remove your post.
5/5
GoogleSpoke to Racheal moody when ever iv needed repairs ect and Rachael’s always dealt with it quickly so thank you.PositiveResponsiveness, Professionalism
Thank you for the kind words! We're thrilled to hear that Rachael has been able to assist you promptly with your repairs. We're always here to help! Best wishes, The NGU Team
5/5
GoogleWe were in a real dilemma trying to find an affordable yet well maintained property for an elderly relative of mine. Nigel and his team went above and beyond in the service they offered. Attention to detail, timely responses and the whole team are really friendly and approachable. The property they found met all of my Nan's needs and expectations. Cannot recommend NGU Homelettings more highly - they are great across the board.
4/5
GoogleWorking with NGU Homes as been a pleasant experience all through. I was provided with the assistance required to enable a smooth transition into my new apartment. Special thanks to Shakil Ahmed who took time out to guide me and provide the best advise whenever i called.
1/5
GoogleUnfortunately they don't accept guarantor agencies. Despite the companies being reputable they refused. What about those of us who can't get a guarantor in any other way? Be it personal circumstances, coming from abroad etc. For those of us who are estranged, it's completely impossible to be able to rent with NGU. If family are deceased and those alive are elderly/disabled it's completely unfair to not accept guarantor companies. I offered to pay in advance or with the help of a reputable guarantor company and was still refused. But now reading all these 1 star reviews I am glad that I never decided to rent with them anyhow so I dodged a bullet. Edit: To reply to the response. It's completely untrue. A legitimate agency would accept a guarantor company that I was more than willing so supply. Obviously the agents here struggle with reading comprehension also, because my issue was with the fact they don't accept a reputable guarantor company rather than that they required a guarantor. I've never had this with any other letting agency. Very suspicious. The "financial situation" you spoke about is also complete nonsense and was likely misinterpreted. I wouldn't inquire to somewhere I can't afford. Not surprised at all, due to all the other lies from other reviews this agency has told.
Hi Victori-ori, I'm sorry we couldn't help you. In regard to the property you applied for, taking into account your financial circumstances it required a large top-up on your benefits which didn't meet our criteria. We did though listen to your situation and offered an alternative of a guarantor to move you forward with the property. Unfortunately you were unable to provide this. As a letting agent we have to both protect the tenant from getting into arrears as well as the landlord, this was the reason we couldn't progress this application. Good luck with your property search in the future.
4/5
GoogleMain focus of this review is Shakil. There were some delays with the refurbishment work after the previous tenant departed but once this was completed, Shakil took over and property was marketed, suitable tenants selected, vetted and an early move in date with a good rent was agreed. All this took place over a surprisingly short space of time so well done
5/5
GoogleSo i came across NGU home online when thinking of changing my apartment. I had a very seamless process from the point of viewing down to referencing and contract signing. My point of contact (Katelyn Moody) all through the process was very professional and communicated every bit that needs to be done in clear terms. I must she is vey good at what she does. Please keep up the good work.
Thank you so much for your kind words! We're thrilled to hear that you had a seamless experience with NGU Homes. Katelyn will be delighted to know her professionalism and clear communication made a positive impact. We'll be sure to keep up the good work! Enjoy your new home! ✨🏡 …
5/5
GoogleKatelyn Moody was terrific helping us set everything up, constant communication and always there to answer questions. Highly recommend.
Thank you for the kind words! We're thrilled to hear Katelyn provided excellent support and communication. We appreciate your recommendation! Best Wishes, The NGU Team
1/5
GoogleInitially, NGU would've been a 4 star service for me with the only complaint being their communications not being the best. Now that I have completed a move out as a tenant I can only warn future renters that this company will give you an initial pre-move out report after visiting your property to tell you what you need to do before moving out. My report contained 73 images with very few notes on what work was needed. My post-move out report contained 181 images consisting of many things they neglected to even look at initially. They are accusing us of damaging an already horrible aged, decoloured rug which needed replacing long before we moved in. They told us to paint our bathroom BACK to a neutral colour, neglecting the fact that the bathroom was BRIGHT BLUE when we moved in and I had to remind them of this! They have thrown a price at me for the deductions from our deposit and have not provided any quotes for the insane numbers they've thrown at me. We've had mould which has been mentioned to them several times and even saw first hand during inspections by themselves, and nothing was ever done. Also, the property we moved out of has BEEN SOLD! They are simply trying to rob us at this point. UPDATE - NGU have responded to this review claiming they have provided details on our deductions which is a complete lie. I have been chasing them for 5 days trying to get these details and they are completely avoiding providing anything useful. They are also claiming to have provided instructions on what was required before we moved out which I obviously can't prove as false in this review but the pictures/comments they made pre-move out are absolutely laughable when you look at the post moveout comments and photos.
Hi Luke, Thankyou for your review. Unfortunately the property you returned wasn't in the condition we required, even though we told you what was required before our final meeting. We've provided documentary evidence to you detailing any deductions from your deposit which will be adjudicated on. We have a requirement to look after both our landlords and tenants and in this instance deductions are required.
5/5
GoogleReally helpful staff made our move faultless and made everything clear. Love our new house it’s perfect!
Many thanks for your review, we appreciate your support! Best wishes The NGU Team
5/5
GoogleNGU have been great, in particular Shakil , he has been very collaborative, communicated clearly and showed proactive initiative in helping let out property in record time after it became vacant. He kept me up to date and answered all my queries. He is great team player and asset to the company. Look forward to more successes Many thanks Ahmed
1/5
GoogleAbsolute moron of a company. No hot water and heating for five days and rachel wants the tenant to run around and phone gas companies to sort it out as it's a external issue and not the landlords. What part of no gas in the property is the tenants problem? No problem in taking rent for 6 years the one issue which has been raised till now and this is how they treat tenants. Edit > can you kindly explain how speaking about the situation is abusive? The only reason the call was made today again was because northen power gas stated they can't do anything about had your staff member listened to me they would've knew this. I'm still at a property which you charge me rent with no hot water and heating and nobody wants to take ownership of the situation yet I'm somehow abusive and its the tenants issue to deal with it.
Thank you for your review, however you are aware that the issue is not as clear cut as your review. You reported the issue on the 27.11.2023 to Rachel and a gas engineer was arranged and attended on the same day. At the visit, the engineer confirmed this was an issue with the gas flow to the property from the main gas supply and not infact the boiler. He did call Northern Gas Network whilst on site to get them to attend on the tenants behalf. The tenant then called on the 27.11.2023 asking for the next steps, we did advise he needs to speak to Northern Gas or his utility company as the issue is their side and not infact with the gas appliances within the property. At this time, Rachel did explain that unfortunately only gas engineers employed by Northern Gas Network are qualified to work on both the main gas line & the meter. I then spoke to you explaining the same thing and you did agree to re-call them, and today you have changed your mind and decided to ring the office and have been verbally abusive to two members of staff not knowing that Rachel was in the back ground speaking to the engineer on our side to see if there is anyway round this. Unfortunately, if you do decide to be abusive to staff you are leaving us in a position where we are unable to help.
5/5
GoogleThe viewing, application and moving process was handled swiftly. Shakil was very responsive, friendly and professional throughout,
5/5
GoogleI have recently moved into a flat for rent and I was reassured by the fact it was managed by NGU Homelettings since I'd had a good experience renting through NGU Homelettings a few years prior. I'd always found them be helpful and responsive. It has been no different this time round and everyone I have spoken to has been professional and helpful. Shakil was brilliant in keeping me up to date with the stages of the move and he helped answer all my queries and made me feel confident and reassured about the house move. I'd recommend as a tenant going with reputed agency such as NGU Homelettings as takes a lot of the stress out of moving house & renting. I've also been impressed by the quality of both accommodations I've rented from them, both of which had been looked after to a high standard.PositiveResponsiveness, Quality, Professionalism
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.
NGU HOMES's Gateshead office has 297 reviews across 1 platform: 297 on Google.
NGU HOMES Gateshead is rated 4.3 out of 5 across all 297 reviews, and 4.3 out of 5 on Google from 297 reviews.
NGU HOMES Gateshead, 469-471 Durham Road, Gateshead, NE9 5EX.
