Trusted Agent profile · Guildford
★★★★★
1,301 reviews across 2 platforms
3 - 5 Epsom Road, Guildford, GU1 3JT, GU1 3JT
Stirling Ackroyd's office in Guildford, at 3 - 5 Epsom Road, is rated 4.3 out of 5 across 1,301 reviews on two platforms.
Every review we hold for the Guildford office, from every platform, shown as written. First names only.
5/5
TrustpilotJoel was super helpful
Joel was super helpful. Would recommend!
Dear CharlieCustomer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating! Many thanks, Customer Care Team
1/5
TrustpilotGenuinely Could Be The Worst Business On The Planet (Of All Time)
Am very sad that trust pilot doesn’t allow me to put 0 stars. 1 is far far too generous, and frankly it’s offensive to businesses who have worked hard to earn their 1 star out of 5. In any case, DO NOT TRUST THE 5 STAR REVIEWS - THEY ARE ALL FAKE.I wrote another review a while ago that they tried to have taken down (and somehow it’s miraculously disappeared now). They fill these pages with fake reviews and petition to get all the bad ones taken down. Maybe if they spent less time combatting people’s genuine anger and disgust with their service and more time actually doing their jobs this complete and utter shitshow of a company wouldn’t be receiving reviews like this one.I’ve lived in my property for 9 months now. On Day 1 check-in we noticed the kitchen tap was broken. It’s 9 months later, the tap still doesn’t work. How is it even possible to be that incompetent and to have that little regard for your customers? Stirling Ackroyd you should hang your collective heads in shame. If you want this review to be taken down, fix my goddamn tap!!
5/5
TrustpilotExcellent property related services
Mela provided excellent property management services, addressing all tenancy issues promptly and within agreed timelines. This reflects the high level of professionalism demonstrated by the Stirling Ackroyd team.
1/5
TrustpilotTenants, stay away from Stirling Ackroyd
As a tenant I would recommend staying away from this company for the following reasons:1- they completely ignored my requests for maintenance of the flat, even in serious issues such as toilet and water damage. My downstairs neighbor had to bug them after her flat flooded to get them to send an engineer to my flat2- they tried to charge us cleaning fees after we hired professional cleaners for end of tenancy cleaning - we were returned our deposit through the mydeposits alternative dispute resolution which I highly recommend3- the agents were extremely rude to me and took over 2 weeks to even respond to my deposits inquiry. Guildford branch agent started shouting at me on the phone.It’s just not worth the time and effort to argue with their agents to do their job, do not let from them. I would also stay clear of them to manage my property because they drive good tenants away.
Hi MD, I would welcome an opportunity to review your feedback to fully understand your experience and how we may improve. I would note that we are dependent on a homeowners approval before instructing any works to a property and we also need a Landlords agreement before we release a Tenants deposit. Your feedback suggests we did not have agreement from your Landlord to release your deposit and so you were able to use the adjudication service available to you via the deposit protection scheme. If you would like us to investigate your feedback further please do contact us by emailing help@stirlingackroyd.com - thank you for taking the time to post a review, Amber
5/5
TrustpilotQuality, professional service from Sunbury
We were so impressed with the whole Sunbury team - especially Terry, James and Maxine who managed our sale and purchase. From our first meeting, they were relational and never pushy.Throughout every stage of the process - from marketing and photography to viewings and sales progression, we always had quick responses to our questions. Their knowledge and expertise continually reassured us.We definitely recommend the whole team at Stirling Ackroyd Sunbury.
5/5
Trustpilot5 Star Service. Excellent!
I had an exceptional experience working with Sandra! Her professionalism, knowledge, and dedication made the process simple and easy to understand. She has been responsive and has gone above and beyond to meet my needs. I would highly recommend Sandra for anyone in need of a top-notch estate agent.Many thanks, Graham Poppleton.
5/5
TrustpilotFirst class experience from Sophie
The annual renewal process can feel daunting with lots of decisions and admin, but Sophie Ekins not only ensured we were punctual with kicking off the process but also broke it down into manageable chunks and was more than happy to share her years of experience to support me in making the right decisions. Thank you so much Sophie for all your help, made my life so much easier.
5/5
TrustpilotGreat service!
I rent my property out through Stirling Ackroyd. Being a first time landlord I didn't understand a few things on the contract. I ended up getting through to their head office where I spoke to Adnan in the Central team who was incredibly helpful in clearing up questions I had. He also helped me out with questions I generally had regarding building an investment portfolio. Highly knowledgeable and recommended.
1/5
TrustpilotThey don't care about people. And they are not professional.
Be very careful in renting a property through Stirling Ackroyd. Or as a landlord giving them your property to rent out. Despite being aware of a change in our circumstances, and a stellar payment record even throughout Covid when I had lost my job, they put up the rent by 20%. And now they are taking their time in refunding my security deposit. It has been 2 weeks without an update. They don't care about people. And they are not professional. Conduct business with them at your peril.
Hi Eric, I am sorry to read your comments. Rents have increased and I am sorry to hear you have been impacted by this. I would like to assure you that we recognise the challenges faced by Tenants and work with both Landlords and Tenants to reach agreeable solutions wherever possible. If there is anything outstanding that you need any support with please do let us know by emailing help@stirlingackroyd.com - Amber
1/5
TrustpilotI have used a local letting agent for…
I have used a local letting agent for my 2 flats for 25 years.A year ago the agent got taken over by Sterling Ackroyd.Months later my tenant emailed me to ask why the deposit provider had changed.I had to admit that I had not heard.I took it up with Sterling and found that they had not copied my email correctly from the previous agent.So although the landlord is legally responsible for deposits I had not been consulted.Then a short time ago I had a phone call from them to say that annual renewal was due.I was astonished to hear that my email still was not correct and that they were not aware that the tenancy was periodicAnd that they did not know the fees that applied to my account.This is a shocking level of incompetence Regards John
Hi John, I am sorry to hear your contact information was not updated. If you have any further concerns or need any additional support at anytime please do get in touch using help@stirlingackroyd.com. Many thanks, Amber
5/5
TrustpilotExcellent service
If only all lettings agents were like Stirling Ackroyd!They treat tenants like human beings, take time to properly register you, understand your requirements, and actually call you when they have a suitable listing. For landlords they make sure that they find the best tenant for the property. Nelsson and Leila were particularly fab! This firm will always be my first call when looking to rent or let accommodation.
5/5
TrustpilotJoel is extremely knowledgeable
Joel is extremely knowledgeable and very well informed about the property market. I have been dealing with him for some months now with a particularly challenging property and all I can say is he is a true professional. Im sure Sterling Ackroyd are delighted to have him on the team.
3/5
TrustpilotNot an ideal property manager
Unfortunately, I have to leave a neutral review after one of your employees was very unresponsive and rude throughout our rental period.Sereena, since the beginning of the tenancy, was unresponsive, and rude and would never include both tenants in her emails. I, the main tenant who had continuously asked to be included in her emails sent to the other tenant, had to figure out on my own that firstly the contact information was changed, and then at the end of the tenancy an amount was deducted without me confirming first and agreeing to the amount. You had one job, to be a PROPERTY MANAGER, and you failed terribly at doing it. Would not recommend her services.
Hi Pantelis, thank you for using Stirling Ackroyd and for taking the time to share your feedback, which I regret was not all positive. Amber
5/5
TrustpilotJoel from head office.
Joel from head office was patient and did his very best to ensure the necessary paperwork was completed, accurately and with the minimum amount of fuss.He was very pleasant reassuring And made me feel at ease.Altogether a very pleasing young man, and I would be perfectly happy to deal with him again.
5/5
TrustpilotStirling Ackroyd
Stirling Ackroyd have been really helpful throughout our tenancy - in particular our property manager, David Umney, who has been very responsive, helpful and informative. Thank you!
1/5
TrustpilotNothing but disappointment
Disgrace of a property management companyWhen first speaking with this agency, they were lovely and couldn’t do enough for you. Since signing into our rental, the property management side has been absolutely hopeless. We’ve had issues with our gas boiler which has now take over a month of anyone to get in contact with us or resolve. Instead you get emails from the staff saying your emails have landed in their ‘junk’ folders. When shown around the property, there were a few things they forgot to mention, the fact that’s sheds down the end are completely full and we cannot use and the garden was a tip. But we were assured this was a priority to get fixed. - this was promised 5 months ago. After 2 storms the garden needs a lot of work, we have a child under 2 and there 2 trees that’s about to collapse, a fence that has collapsed, etc - images have been sent to the company weeks ago with no actions to resolve so far. No sense of urgency to clear the garden from hazards.When calling you just get fobbed off and promised someone will call you back - this never happens.We love the property but is completely let down by this company. Would avoid in future no one seems to care once you’ve signed in.
Hi, sorry to hear of your frustration. We are working closely with your Landlord to get these repairs carried out for you. We appreciate this needs addressing urgently and we are doing all we can to get this done for you. Your Property Manager will be in touch today to ensure you are fully updated however, if you have any concerns you can contact us directly using help@stirlingackroyd.com where we will be happy to offer any further support that may be needed - Amber.
5/5
TrustpilotCaring people!
Alex and Aimee were helping us figure out the next steps we will have to take, both selling our property and buying a new one. They have been very clear and straight forward and we really appreciated their onesty and professionalism. They are very present without putting to much pressure on the client. I would definitely recommend.
5/5
TrustpilotGreat service!
Liam was really fantastic. We were going through the experience of buying our first house and he was extremely helpful. He made it as stress-free as possible and was always there to answer any questions that we had. Would definitely recommend to other, thanks a lot!
Thank you for taking the time to review us Hadley
5/5
TrustpilotA First Class Agent; Professional and Tenacious
Dora from Head Office is simply remarkable in her ability to follow up. For over a year she has politely and professionally kept me up to date with everything. More importantly she actively listens and then takes the appropriate action. Given I am abroad this level of tenacity is critical to my business.
5/5
TrustpilotJust wanted to say a huge Thank you to…
Just wanted to say a huge Thank you to Spencer De-Jonge for all of his assistance in helping me in the purchasing of my new home. He has been absolutely tremendous in all communications between the parties and myself in keeping me updated with the process. Thank you. Carol Brown
5/5
TrustpilotAlways 5 Star
In the past few years I have received very good customer service from Stirling Ackroyd (previously Harrisons) especially from Rebecca Heslam. Rebecca has gone out of her way to problem solve and to help me as a Landlord. Rebecca is extremely reliable and excellent as a communicator. My experience has been a very good one and I would recommend Stirling Ackroyd without hesitation.
5/5
TrustpilotSuper efficient and friendly
Super efficient and friendly! I enquired around a property during the weekend and had Georgia call me first thing in the week and talk me through all the various options and clarified the whole process so well as well as being super friendly - so many thanks!
Hi Nadine,Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating! Many thanks, Claire
5/5
TrustpilotLetizia Lupi
Letizia Lupi - if you want something done right, ask for Letizia. Letizia is super efficient, communicative, polite, friendly, warm, understanding and most importantly, she gets things done. Couldn't ask for more!Stirling Ackroyd - send her up the management chain, she could teach some of the other agents a thing or two!
5/5
TrustpilotSterling Experience with Stirling Ackroyd Canary Wharf
It was an absolute pleasure working with Stirling Ackroyd Canary Wharf team. A special mention to our property manager, Rebecca Heslam, who has been professional, prompt, and extremely helpful throughout. She made everything smooth and stress-free, always quick to respond and supportive whenever needed. Couldn’t have asked for a better experience!
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.
