Brown and Merry Hemel Hempstead reviews

★★★★★ 5/5

Google

Great people and very pleasant to work with, highly recommend

Flavius · 17 March 2026

★★★★★ 1/5

Trustpilot

Absolute mess of a company

Absolute mess of a company ! Tried to view a house - they said they didn’t have the keys and would phone back when they had them . Never phoned back and although we repeatedly asked for an update was told nothing . House was then sold without any communication with us . When I eventually spoke to the branch manager he was very rude and abrupt and continually talked over me . Think twice about selling your house with them as this seller could have possibly had a higher offer !!

Sandra · 19 August 2021

★★★★★ 1/5

Google

Extremely poor experience with this letting agent Hemel branch. I have been renting properties with different estate agents for 10 years and Brown and Merry is by far the worst company! Once you signed the contract, they do not care what happen after. They will push responsibility to property management, which is Sequence and is based in Norwich! And they are very useless. There were so many issues with the flat e.g. endless leakages etc and there had never been a time when the fixing went smoothly. I would always have to chase several times to get it sorted. They will always give an excuse that they are waiting for the landlord’s response before they can do anything more. I have now moved out (thank goodness!) and 2 weeks after the inventory check out was carried out, I still have not received my deposit back. When chasing the property management regarding this, of course they told me they are waiting for the landlord to get back and nothing more they could do. It really made me wonder what kind of things property management do, apart from acting as a messenger between tenant and landlord. They appear to have no authority whatsoever. The landlord might as well manage her property herself.

Siwaporn · 13 June 2021

★★★★★ 5/5

Trustpilot

Satisfactory Rental Agency service

I wholeheartedly recommend Brown and Merry's stony Stratford office, services to anyone seeking property in Milton Keynes, whether buying or letting. Take a moment to read my review, and I promise you won't regret it. Moving can be a tedious and lengthy process, especially when settling in a new town or country. However, my experience with Brown and Merry was remarkably smooth. After contacting several agencies and registering with many online, I shortlisted properties from Brown and Merry and other agencies. Their properties stood out, and when it came to the letting process, they made it seamless. What impressed me most was the negotiation with the landlord. Alexander Read handled the discussions with professionalism and finesse, ensuring we secured the property under comfortable circumstances. My exceptional experience with Brown and Merry is largely due to Alexander Read's outstanding service. She is an invaluable asset to the company, and I extend my heartfelt gratitude to her. Thank you, Brown and Merry, and thank you, Alexander Read. Your dedication and expertise are truly appreciated. Rating: 5/5 stars Highly recommended! God bless you."

Mercy · 2 February 2025

★★★★★ 5/5

Google

Eliot was very helpful and easy to deal with

Martin · 22 September 2024

★★★★★ 5/5

Google

Eliot has been superb in showing us the property we were interested in and answered all the questions we had. Super helpful.

Ikbal · 14 January 2024

★★★★★ 1/5

Trustpilot

An atrocity of a company to avoid for the better

This company never ceases to amaze so I will be exposing them again. In relation to the rental property; 4a The Chequers, Castlethorpe, Milton Keynes, MK19 7HG Brown & Merry, 65 High Street, Stony Stratford, Milton Keynes, MK11 1AY began to advertise on Friday 17th January 2025 shortly before closing time 18:00. An hour or two after the listing went live, I went on their website to enquire whether a cat would be allowed to live alongside the tenant at the property and guess what!? No response to this current day Tuesday 21st January 2025. So that Brown & Merry can't deny it, I was immediately informed "Thank you - we have recieved your message". I'm left calling the office on 01908562011 / 01908561874 whilst selecting option 2 for lettings a mulitide of times, daily to pick up on whether somebody is in the office dealing with the phoneline aswell as emails as I'm expecting such a company being instructed and in control of finding individual(s) to live in said property to respond to me by the morning of Saturday 18th January 2025 in the hope of securing a viewing on Monday 20th January 2025. Somebody at Brown & Merry has updated the property listing to "LET AGREED" on Tuesday 21st Janurary 2025 so there was clear communication between themselves and other prospective viewers of which I suspect viewings were conducted at the earliest on Monday 20th January 2025 for somebody to agree a tenancy contract the following day. I was denied a viewing nevermind a response! All in all I made a total of 19 calls and not one person picked up. I suspect Brown & Merry recognised my name, email address and phone number to deliberately discriminate against my medical / disability needs yet again but that's ok, because it has backfired leading me to expose their behaviour again. I once again strongly advise all prospective tenants, landlords and buyers to avoid this atrocity of a company.

Anonymous · 21 January 2025

★★★★★ 5/5

Google

Eliot Mortimer has been the most helpful and professional person.

Valerie · 27 July 2024

★★★★★ 5/5

Google

I am an old,disabled man and 2 months ago I registered my rental requirements with every agent in Hemel Hempstead .Only Brown and Merry came with up the perfect flat and they set up a deal before the property was even on the market. Steve and Eliot are to be commended for finding the ideal flat for my specific needs and the perfect tenant for the first time landlord.

Andrew · 15 December 2023

★★★★★ 1/5

Trustpilot

Unethical / possibly illegal practice

Awful from start to finish. I was interested in a property they had listed. They were not actually selling it, it was being sold by an auction house instead. I decided to go with Brown & Merry after being told that that the seller would consider taking it off the market before the sale. The auction house later told me that they would not do this. After the property was sold it was hard to find out if the property was sold or not. I had to find out from the auction house (who were actually really helpful and honest). To this date (nearly 2 months later) B&M still have the house listed for sale (clickbait). Unethical maybe illegal?

Jay · 19 December 2024

★★★★★ 1/5

Trustpilot

Unethical / possibly illegal practice

Awful from start to finish. I was interested in a property they had listed. They were not actually selling it, it was being sold by an auction house instead. I decided to go with Brown & Merry after being told that that the seller would consider taking it off the market before the sale. The auction house later told me that they would not do this.After the property was sold it was hard to find out if the property was sold or not. I had to find out from the auction house (who were actually really helpful and honest). To this date (nearly 2 months later) B&M still have the house listed for sale (clickbait). Unethical maybe illegal?

James · 19 December 2024

★★★★★ 1/5

Trustpilot

Very poor experience in trying to…

Very poor experience in trying to arrange a valuation. The Berkhamstead office didn’t take my contact details and then didn’t show, even though I phoned the day before travelling and also called into their high street office ahead of the supposedly arranged viewing. Also, the lady I spoke to in person in Berkhamsted was dismissive and rude. This agent can’t get the basics right! Such as shame as I had a fantastic rental experience a few years previous with the same agency! I think there are better, more proactive online and high street agents to choose from.

Lorraine · 1 August 2020

★★★★★ 5/5

Trustpilot

Alex & Beth at Milton Keynes have been…

Alex & Beth at Milton Keynes have been excellent & proactive in getting my vacant property rented out quickly. They are very tenacious and business like and 'get things done'.They have both been incredibly helpful & have gone above & beyond the standard duties by doing extra tasks for me (as I am not local to the property). Having had the most appalling service from JACKSON PYNE in Milton Keynes (honestly...just run...and keep running) - where my property was neglected & very poorly managed - BROWN & MERRY are a breath of fresh air. The two lettings services I have experienced are galaxies apart.Background to me using BROWN & MERRYI previously used JACKSON PYNE , Milton Keynes to manage my properties. Quick turnover of staff (suspect most run once they see what its like) & recently seems to be a staff team of two - Richard & Courtney. Negligent from top to bottom. Steve (Finances) rarely paid me rent on time - unless I reminded him (!) - if not sometimes it was a fortnight late. On one ocassion, they 'forgot' to pay me for 5 months.JPyne also advised me to replace all windows when tenants were failing to clean them on the inside. Then I was advised to replace the whole front door when the letterbox broke & the tenants were too lazy to replace it..unbelievable..was like being in a slapstick comedy without the laughs! JACKSON PYNE only visited once a year (if that?) and poor tenant cleanliness issues were never addressed & then revisited & double checked. End result, I sacked Jackson Pyne & end up with a house that's in rent arrears & left in a complete mess.● JACKSON PYNE MK did not take a deposit, did not do an inventory & slipped a sneaky clause into the contract (unknown to me at the time) which allowed them to still receive the full management fee whilst those tenants remained in property - even if I decided to CHANGE agents. How sneaky & unethical is that? ● They jumped sides according to what gave them the least accountability.In my opinion JACKSON PYNE MK are a disgrace to the MK lettings trade. Thank God I'm free of these careless people - who I had the misfortune to mismanage two of my properties. Both of which were left dirty & damaged & costing me many thousands of pounds to correct.BROWN & MERRY now manage both my properties and are FANTASTIC.Alex & Beth are excellent. They seem to be very happy & contented staff - with a good work ethic & good sense of humour/perspective.Despite being very busy they keep in regular contact and care about you , your house & the tenant. They care about standards & they care about how people FEEL. What a wonderful,refreshing change to my other experience.

Andy · 31 July 2020

★★★★★ 5/5

Trustpilot

Brown and Merry Watford have been…

Brown and Merry Watford have been amazing from our first contact with them. Hanan from valuations was professional, responsive and very insightful, she got our house up and online very quick. Jake from sales managed to sell the house without any official viewings for asking value which was incredible! Jamie has been superb throughout the process. 6 months of negotiations (no fault of B+M) and countless set backs did not discourage Jamie and he was always keeping us in the loop as well as providing useful updates. Without him and B+M I am confident the sale would not have gone through and I cannot thank the team enough for all the work they have put into our case. Couldn't recommend highly enough!

Patrick · 6 July 2020

★★★★★ 5/5

Google

We would like to take this opportunity to specially thank Jamie Besant, Tom Fitzgerald, Chris Kendall and Kevin Lovegrove from the start to the end of the sale of our property and for the excellent, friendly and the professional service… Selling and buying is the most stressful thing ever but very special thank you to our Tom and Chris they made this journey much easier for us and for always going the extra mile and for treating us as part of their family. These guys are very good at what they do, just leave your house with them and let them do their job because they are the best in Hemel! Everybody at the Hemel branch is very professional and lovely, always willing to help and guide throughout the stressful process and always keeps you in loop from the start to end… They sell your house like its theirs….we are very happy to start a new beginning but sad to say goodbye to these lovely people. You guys are amazing and once again thank you so much

Ozlem · 13 June 2020

★★★★★ 5/5

Google

Very helpful! Thank you Eliot!!

Macovei · 22 September 2024

★★★★★ 5/5

Trustpilot

I recently visited Brown & Merry in…

I recently visited Brown & Merry in Watford for the first time, and I must say, I was extremely pleased with their customer service. Will Parkinson was especially helpful and charming. I highly recommend paying them a visit if you're in need of assistance, as I am confident they will go above and beyond to help you achieve your desired outcome.

Armand · 13 April 2023

★★★★★ 5/5

Google

Elliot and Stephen were both very reliable and great communication through the whole process, definitely recommend them ☺️

Chloe · 14 January 2024

★★★★★ 3/5

Trustpilot

"FIXED FEE" warning

I want to highlight Brown and Merry's contractual fee. It is a fixed fee based on the value your property goes on the market, not the value you sell your property at which could be several thousands lower. This was not made aware to us so we got a bill for several hundreds after completion.

Sarah · 22 September 2025

★★★★★ 5/5

Google

Eliot and Stephen at Brown and Merry in Hemel Hempstead are just brilliant. They went out of their way to make our rental of the new place flow with ease and no hiccups. Again I must say they are both brilliant, I recommend Brown and Merry for exceptional service. We'll done.

Grant · 1 October 2024

★★★★★ 5/5

Trustpilot

Sophie Terry what a star!!!

I don't usually write reviews. This is my first one but i had such an amazing experience I have to share it.Me and my partner we were looking for a property to rent.I contacted several agencies as you do. But Brown and Merry Aylesbury stand out. Especially the letting agent Sophie Terry. She proactively helped us to find right property and suggested properties which were great fit but we did not considered them when doing zoopla search. I live in that property now and I am very pleased. Thank you Sophie you have done fantastic job.

Richard · 30 October 2019

★★★★★ 5/5

Google

A warm welcome, a good approach and presentation. Thank you Elliot.

Sali · 13 May 2024

★★★★★ 1/5

Trustpilot

Very poor

Brown and Merry will say almost anything to get you to take a property. Sadly, once I’d moved in, their management was hopeless.During my tenancy I had revamped and redecorated the house. It was pristine when I left. I had the place professionally cleaned, I’d weeded the garden and pruned the plants. I have photos which show the house was spotless.Yet, Brown and Merry wanted to deduct £550 from my deposit.Which is a lot of money.I asked why.They said the garden needed tidying. Yet their quote included time for tidying the lawn. Fair enough. Except that trimming it may prove difficult: it’s an artificial lawn. Made of plastic.After months of fruitless chasing I still don’t have my deposit back. Or any good reason why it’s being held back.My contact at Brown and Merry, Hannah Newman, has been almost completely unhelpful. With perhaps one exception: she advised me to take my complaint to the Tenancy Deposit Scheme as “they will adjudicate this out fairly”. Which is more than Hannah or Brown and Merry have managed. So I’ve taken her advice. I’ve lodged a complaint with the industry ombudsman.I have also been in touch with Brown and Merry’s director, Mandy Horspole, but she didn’t help either. She simply begged me not to speak to the property's landlord. Which suggests they value some of their customers, just not their tenants.I’d say, if you value your rental deposit, STAY AWAY!--A postscript: I challenged Brown and Merry via the Tenancy Deposit Scheme and managed to get 100% of my deposit back.

Justin · 23 September 2019

★★★★★ 5/5

Trustpilot

Rental property

Having just completed on a rental property in chesham Buckinghamshire I would like to say that Amóur who was our point of contact at Brown and Merry was knowledgable about the whole process and was always on hand day and night to answers any questions about the property. She went above and beyond any estate agent I have dealt with in the past. I would thoroughly recommend Brown and Merry and in particular Amour who was an absolute star.....

Gareth · 15 January 2020