Trusted Agent profile · Heswall
★★★★★
447 reviews across 4 platforms
125 Telegraph Road, Heswall, CH60 0AF
Move Residential's office in Heswall, at 125 Telegraph Road, is rated 4.3 out of 5 across 447 reviews on four platforms, including 51 Google reviews rated 4.1.
51
Reviews on Google
This office
6
Reviews on Facebook
Business-wide
2
Reviews on Yell
This office
388
Reviews on Trustpilot
Business-wide
Every review we hold for the Heswall office, from every platform, shown as written. First names only.
5/5
TrustpilotSales Service
In what is a difficult time for the housing market Move Residential did sell my house for me, working with jenny Thomas (sales negotiator) was the real difference with excellent communication, help and guidance from Jenny the sale went through I would recommend Jenny to any prospective clients
1/5
TrustpilotHaving dealt with a number of different…
Having dealt with a number of different rental agencies around the country, I can honestly say these are by the far the worst I have ever had the misfortune to come across, and I have come across many. Behind the charade of faux politeness is sheer incompetent two-facedness. Incompetent because they frequently showed a misunderstanding of how the deposit system works, and two-faced because they'll say anything to placate you to get you off the phone.My story: having claimed a deposit back from the DPS in mid November 2020, I heard nothing from either Move or the LL for two weeks. Upon contacting Move by email and phone a number of times to chase this up, it became apparent that they had simply not bothered to action it (the DPS assured me the automated request had been sent to Move). No apologies at this point from anyone. A few conversations later and I was assured that the agency had reached out to the LL for comment about the claim. It is at this point I spent probably the best £10 I've spent in a while getting a statutory declaration witnessed for a single claim. If you are having trouble with Move not acting with any kind of urgency, I strongly advise this as a course of action.A month down the line, the (equally inept) LL disputed the claim and demanded damages, apparently undeterred by having no record of the property condition at check-in or check-out.Now this is where it gets interesting. Not wanting anything further to do with the matter, Move claimed they had no responsibility for managing disputes, despite being the named party on the deposit in the DPS system, and that I'd have to resolve it with the LL. This realisation comes over a month later from the initial claim. A month and several hours of my time.To formally attempt to shirk any responsibility, they later request that I remove my single claim so that the deposit can be moved to the LL's personal DPS account, apparently oblivious to the fact that this would've reset the timeline back to day zero when the claim was first made, and force me to wait, like previously, for whenever the LL decided they wanted to fulfil their obligation as a respectable landlord, possibly taking another month (mandatory 14 days + statutory claim period). Why now? Why not when it became apparent weeks before that there was a dispute? I refuse, although I wouldn't have had that an an option if I hadn't had filed the single claim. Best. £10. Ever.I received my deposit back today, two months after I left the tenancy. No apologies, nothing. Probably won't recover the brain cells used talking to these jokers though.TL;DR don't do it - use another agency.In response to reply:- "which led to a dispute which was resolved using the DPS arbitration service". It wasn't mediated by the DPS. The LL rejected use of the DPS arbitration service. I had to file a LoI to get my money back.- "..providing you with a further copy of your tenancy agreement". I rang up and requested this to be told I would be emailed it after the call. I did not receive it, and no, it didn't go in my junk. It took me a little under 2 months and a lot of stress to get my deposit back. Two weeks of that was owing to you failing to even inform the LL that the deposit had been requested back in the DPS online portal. I didn't get an apology at the time for that either, just an acknowledgement.I don't have anything further to say to your lettings office, only that if you had wanted to show some degree of care about this complaint you probably would have called me. Says it all really. "You ring us".
Thank you for taking the time to provide your feedback; it is valuable to have the opportunity to reflect on ways to constantly improve. We would like to apologise if you feel you have had a less than positive experience as we always work hard to provide the best possible service. Having looked at the history on file, we can see that we advertised the property you lived in on a tenant find only basis for your landlord. We actively protected your deposit for you in a government backed scheme to ensure both legal compliance and that your interests were protected and provided you with details of the deposit scheme, prescribed information and deposit scheme terms and conditions at the beginning of your tenancy agreement, so you had a comprehensive understanding of the process and where your deposit was held.Your landlord made the decision to manage the tenancy personally, with direct contact with yourself, so we were not involved in any way with your check out inspection or deposit dispute. Unfortunately, we are aware that you and your landlord had a different prospective on how the property condition was left at the end of the tenancy which led to a dispute which was resolved using the DPS arbitration service. Our records reflect that the team tried to support you with the process as far as possible, prompting your landlord to engage with you directly and providing you with a further copy of your tenancy agreement and details on the deposit scheme however we had no input in the decision making process or associated timeframe.Move Residential provide a detailed third-party inventory when we are managing a property and complete a detailed check out report against this when a tenant vacates to ensure that there is clear evidence of any points of difference to support any claim that is made. In this case your landlord did not opt for this comprehensive service.We have passed your review to our lettings office as this platform is for our sales department, however if you would like to get in touch with our dedicated lettings and property management team on 0151 734 6688 they would be more than happy to talk to you about your experience personally. Many Thanks
2/5
TrustpilotTerrible Customer Service
We applied for a property to rent in November with a move in date of 15th December. We paid our deposit to secure the property and started our preparations to move.We still haven't moved in.The landlord/owner is still in the property as there is a problem with the property she wants to move in to. I have to phone repeatedly to get a response from the lettings team, they are doing nothing to keep me informed. They constantly tell me they'll call back but I have to chase again to get a response. Dreadful customer service, they don't seem to care that we are a customer left in limbo and just give empty promises.
Thank you for taking the time to provide feedback on your experience; we really appreciate the opportunity to review and improve our service and constantly strive for better.We completely understand that delays can be frustrating, and we can see that this situation is a difficult one given the owner of the property you have applied for has not been able to move to their new home yet due to factors beyond her control. These are unprecedented times and although we are not handling the purchase, we have been assured by the landlord that it appears to be moving in the right direction.Our dedicated lettings team have taken on board your observations regarding updates and will work hard to meet your expectations in this area moving forward.Many thanks and best wishes
5/5
TrustpilotJust recently moved house during this…
Just recently moved house during this very difficult COVID period. Move provided exceptional service throughout. All the guys in the heswall office have been fantastic, I cannot thank them enough for the way they handled the whole process. I always found the whole team friendly and accommodating. Jenny in completions has been a revelation. We were in a complex chain of 5 and were beseeched with solicitor issues. Jenny managed to bring all the parties together and obtain the completion date we all required. I cannot fault this estate agent, best experience I have had by far. I wish them all future health and happiness.Best regardsMike Payne
Hi Mike,Thank you so much for taking the time to write a review and for your fantastic comments on our customer service. We really appreciate your feedback, especially regarding Jenny, and wish you all the best in the future!Kind regards,Move Residential
1/5
TrustpilotWould not recommend at all based on my parents experience
The estate agents did virtually nothing for their money as they only showed round one viewer. My elderly parents were verbally told 0.75% but were then charged 1%. On the contact the % part was crossed out but the estate agent claimed (when my parents queried the fee once the house sold) that the line was a “1” at a steep angle, not a crossing out. My 81 year old mother felt threatened into paying after threats of her being persued for interest. We are investigating options around challenging this via the ombudsman. Essentially my parents experience was that the estate agents were friendly until the dispute about the fee and were then very unpleasant.
Dear Mrs Rowbottom,Thank you for posting your comments.We always welcome feedback as it not only helps us to better our service, but it also makes us stronger as a company. However, in this case, I am left with no option but to defend the integrity of our company and my staff as your comments do not represent the facts of your parents’ transaction. I must address your opening comment, ‘…the estate agents did virtually nothing for their money.’ On 25th July my senior valuer attended a market appraisal appointment at your parents’ house. During the appraisal we advised a marketing price of £550,000. Your parents were surprised at how high our appraisal was as it was above other figures given by our competitors, but we assured them of our confidence in achieving this higher price given the fact that we had just sold a similar house locally. Our fees were not discussed during the appointment as your parents were still deliberating their relocation plans. We left the appointment informing your parents that we had a specific client in mind, who we knew would be interested in viewing, so to please call when ready. Over the course of the weeks that followed, we maintained contact with said client and assured them that if the property became available, then we would prioritise their viewing.A few weeks later your parents contacted us to say that they wished to go ahead and put the property on the market. At this point our valuer revisited their property, ran through our terms and conditions and presented a contract to them at 1% and explained that our fees are in some cases higher than our competitors because we specialise in achieving the best price for our clients, and this is reflected in the fee that is paid. The contract was signed in the house and your parents were happy to proceed. We immediately went back to the client that we had been staying in touch with, and she was keen to view. We advised the client that we had a number of buyers on our books who were interested, and therefore we suggested she viewed without delay. As we suspected, the client was very keen to secure the property, and therefore we suggested that in order to do so, she should offer over the asking price to secure exclusivity. We were able to secure £5,000.00 over the asking price.The sale completed at the end of January. We have been handling this sale for almost 6 months, including communicating with all parties’ solicitors, estate agents and clients within the chain. Your mother contacted our office during the process to complain about the amount of time that it was taking to complete due to an additional related sale being included within the chain. After investigating, the related sale was found not to be holding the sale up as your mother’s enquiries were not fully satisfied at her end. Due to the stress involved for your mother, I personally communicated for a few weeks with her son to ensure that she could focus on her own personal house move. I made calls on my personal mobile number to her son over the course of 2 weeks to ensure that your mother was not disturbed and to ensure that the lines of communication were kept open. Her son was always exceptionally appreciative of the updates.I must go on to also address your comment, ‘My 81 year old mother felt threatened into paying after threats of her being persued for interest.’After completion we received confirmation from your mother’s solicitor that she wasn’t happy with the fees, as she was under the impression that she was being charged 0.75%. I personally called her back to discuss the matter with her and she advised me that she was sure that she had documentation from us quoting 0.75%. I asked her if she could send this to me but she said that she had lost the paperwork. I sent her the signed contract stating 1% and your mother simply said to me that I have a problem with my eye sight if I think that says 1%. She then asked me if I was calling her a liar and asked why I would take the word of a member of staff over her. I took the time to advise your mother that I have worked with this specific valuer for over 7 years and I know him to be one of my most esteemed colleagues; he conducts himself with great integrity in all aspects of both his working and family life; however, it was not a case of choosing whose word I believed, as I held a signed contract for 1%.I then went on to advise your mother that if she was unhappy with the fact that we had achieved £5,000 over her asking price and had worked tirelessly for 6 months to ensure we reached a successful exchange and completion, then she should take the matter up with The Property Ombudsman after following our complaints procedure, however the fee needed to be settled immediately. I was not aggressive, nor was I threatening. Normally my staff would have dealt with your mother’s fee query, however because I had a good relationship with your mother due to our earlier communication, I decided to call her personally as the company owner. To then claim that I was aggressive and threatening because I would not reduce my fee is exceptionally disappointing to hear. I am afraid I simply don’t agree with your comments surrounding this case. From start to finish our company has represented your parents both strongly and fairly, and have achieved over the asking price for their property, all during some of the most testing times that we have ever seen.I am sorry that you and your parents can not see the value in what we have achieved for them, and you have felt the need to publicly voice your opinions. I don’t agree with your points and your review simply does not represent the facts which is why I have taken the time myself as one of the owners of Move Residential to reply to you directly.If you or any of your family wish to discuss the matter further then you all have my personal mobile number which was given to you in good faith during the sale process.I would like to take this opportunity to thank you for choosing us and from everyone at Move Residential we wish your mother and father the very best for the future, and we hope that they are keeping safe during these difficult times. Kind regards,Kevin CrickettDirectorMove Residential
5/5
TrustpilotGot our sale and purchase over the line against all odds
Sold and purchased house with Moveresidential during lockdown.The lads in Sales alll work really hard and give great advice to help us acheive our sale for a good price and help us get our offer accepted on our purchase as quickyl and stress free as possible. Alec in particular is worth a name check as being someone throughout who kept us informed and reassured and brokered the agreement of us buying our dream house like a real Pro!!Of course the buying and selling is the fun bit it's at completion when the stress starts!!The only reason it ended up getting over the line was the hard work and dedication of Jen in completion.Kept our buyers informed and reassured throughout also helped marshall our overloaded and less than competent solcitors into doing their jobs.At the most stressful of times it was great to have such a competent estate agent in Jen to keep everything moving.I do think if there was such a thing as estate agent top trumps Jen's card would be the one you make sure you always deal to yourself before a game begins. Her level of friendly banter is top drawer also!!Well done move keep up the good work!!
Hi Peter,Thank you very much for taking the time to write a review and for your excellent comments. We really appreciate your feedback, especially regarding Alec and Jen, and wish you all the best in the future!Kind regards,Move Residential
5/5
TrustpilotPerfect all round experience
After taking the plunge to move we decided to use move residential to sell our first property. All stages of the process were made straight forward and stress free, its a credit to all the team and shows their professionalism and expertise.I was recommended solicitors and used the in house mortgage advisor who found me a great deal. Jenni in sales progression was exceptional and worth a special mention!I couldn't recommend the overall service any more if i tried.
Hi Natasha,We are so pleased to receive your fantastic feedback, and will pass on your thanks to Jenni. It’s fantastic to see that we were able to make your sale as stress free as possible. It was a pleasure working with you and we wish you all the best in the future!Kind regards,Move Residential
5/5
TrustpilotBrilliant service.
The Move Residential team in Heswall were a pleasure to deal with. I would not hesitate in recommending them to others. In particular, Alec was extremely helpful and kept me up to date at all times.
Hi Sarah, Thank you so much for taking the time to review us. We really appreciate your kind feedback and wish you all the best in the future! Kind regards,Team Move Residential
5/5
TrustpilotThe middleman
In every transaction, a middleman is essential to ensure the deal goes through. In my own experience, I’ve once again found this to be true. Move Residential and their team successfully navigated an incredibly complex deal, one fraught with legal challenges and stubborn personalities. I had almost lost hope, but thanks to their persistence, they managed to get it over the line. I truly appreciate their effort, thank you
4/5
TrustpilotEfficient and professional throughout
Move residential have been great from the start; from initially when Will helped us with the finer points of putting our house on the market and then when we sold Holly dealt with anything we asked efficiently and professionally. Both Selling & buying through move residential during covid was more complex and going into the unknown but Holly helped us in any way she could and we are really grateful. The only downside is reduced staffing at weekends so difficult to get hold of staff in the office & voicemail often full so no capacity to leave a message but would respond to emails on Monday as quick as they were able.
Hello,Thank you so much for taking the time to review us. We really appreciate your kind feedback and wish you all the best in the future!Kind regards,Team Move Residential
1/5
TrustpilotNot a great experience
We have been in touch with a range of estate agents through our house search, but would not choose to buy a house through move residential. Had a good experience with other estate agents but had an offer accepted on a property move residential were the agents for and it took them 3 weeks to take it off the market, and were quite stand-offish when we called to ask if it could be marked as under offer. We were also told by them that it ‘wasn’t their job’ to know if the driveway to a property was included within the sale. We also went to booked viewings that move residential didn’t turn up to. Personally I would not consider buying a house through them following our previous experiences.
Thank you for your review. Our procedure is to mark any property as ‘under offer’ once we have full proof of funds from a buyer who has had an offer accepted on a property with us. With this in mind, I’m very surprised that you say it took us 3 weeks to do so on the property that you purchased with ourselves. The only exception to this is if our client has specifically requested that the property remains as ‘for sale’ for a period of time, usually until a buyer has committed to the sale financial and has had a mortgage valuation booked in. In terms of the driveway, I find this very hard to believe that this is something that was said to you. This is something that is always checked with our client before we start to actively market a property. The information that we received from our client may not have been accurate but with the likes of shared driveways or parking in leasehold buildings, apartment and flats, this is always checked beforehand. Unfortunately, we don’t know which property you are referring to and you haven’t provided a name or any contact details on your review so I can’t look into your claims any further. I would welcome the opportunity to do so, so my contact details are below if you would like to get in touch with me directly. Neil Scott Sales Director07584 212286neilscott@moveresidential.co.uk
5/5
TrustpilotHelpful and professional.
Jen was an absolute star from start to finish, helpful and professional. No query was ignored and all problems were solved as soon as possible with frequent updates.
Hi Pete, Thank you for your feedback - we are so pleased to hear you had a great experience working with Jenni. We shall pass on your thanks and wish you all the best in the future!Kind regards,Move Residential
1/5
TrustpilotPoor customer service received as a potential Buyer
I tried for 2 weeks to get some very basic information about a property for sale. Despite using several communication channels (e.g. the Rightmove website, direct messaging on their website, Facebook Messenger, telephone calls and email) I did not receive a reply to messages, emails or phone calls. Totally unprofessional and does not operate by their slogan on their Rightmove banner:"100% focused on customer satisfaction" OR the "sterling" service they say they provide on negative reviews!I'd agree with a previous review that stated: "This company is either thriving and can turn down business or is run very badly".We were really interested in the property for sale, but the non existent customer service has just put up barriers to enable us to buy a house from this agent.
Dear DawnYou spoke to myself over the telephone last Wednesday 1st July with regards to the property you are referring to you. I explained to you at the time that I would need to try and get in touch with the vendors to obtain the answers to your questions, but they hadn’t been getting back to us for months and we assumed that they were no longer interested in selling the property. I subsequently left a voicemail for the vendors and they did not return my call. I called them again on Friday 3rd July and I still did not receive a response. I called them again yesterday and I have now managed to eventually speak to them. I would be happy to answer the questions you had regarding the tenure of the property. However, the vendors are considering taking the property off the market due to the events of this year and a delay with their onward purchase, which is another new build property that has not been constructed yet. Please let me know when you are available and I would be happy to discuss further over the telephoneKind regardsAlex HattonSales Manager
1/5
TrustpilotDon't trust them!
My experience as a buyer has been very poor - they are one slick and sick (in a bad way) sales team. Do not trust them. They are 100% in it for their own gain. They played a cunning game with me once I had made an offer at asking price. They didn't return my calls, when I did get hold of them they kept telling me there was yet another higher offer. They sent me an email confirming the vendor would take the house of the market if I matched the current highest offer only to tell me the next day that my bid did not match the latest highest bid. Such a bad experience. If you want to feel played this is one way to do it
Dear Olivia, It was good to talk with you earlier today. I hope that my explanation surrounding the circumstances of the property in question alleviated the concerns that you had. As I mentioned to you, due to the extremely high level of interest that we have received on this property, the landscape has changed daily and even hourly at times throughout the course of the last week since you made your original offer on Friday 12th June and as it stands, there are 3 higher offers than yours on the table that the vendor is currently considering. Earlier in the week, the vendor did confirm to us that if you went to a certain figure, because of your favourable situation, he would accept the offer. However, things changed very quickly when a higher was subsequently tabled by another buyer. Due to the nature and the complexity of this particular sale, the vendor had to refer the new offer in writing to a solicitor who is looking after the estate of his deceased relative, who then in turn needed to pass this onto another executor. As you can appreciate and unlike usual sales where vendors can make fairly swift decisions when offers are made by buyers, decisions about offers do take time to make and there are numerous factors to consider, such as beneficiaries to the estate of the deceased. As I also mentioned during our telephone conversation earlier this morning, we do not stand to gain in any way by pushing or forcing the price up on this particular property as we are charging this particular vendor a fixed fee and one that is not based upon the percentage of the eventual sale price. Our job, as it always is, is to get the best possible price for our client and this has always been on the forefront of our minds. I feel as though we have acted with the integrity that we should do in these situations and I can confirm to you that at every stage of the process, the vendor has been aware of all of your offers. He is happy to confirm this in writing to me which I can pass onto you as well. Now that you have my personal number, I hope that the lines of communication will be clearer for you and I will be in touch with you again on Monday once the vendor has had a response from the other executor via the solicitor about all of the offers that are currently on the table. Kind regards Neil ScottSales Director
5/5
TrustpilotWe used Move Residential to sell our…
We used Move Residential to sell our house recently. The whole team have been excellent, from first contact right the way through to completion. Due to the marketing of the property both on housing websites and through prospects we had a number of competing offers within a week of advertising, and we were able to accept an offer that worked great for both parties. All the way through progression we were kept up to date, especially during lockdown, and as soon as we were able, we completed the sale very efficiently. Would definitely recommend, and thanks again to the whole team
Hello,Thank you so much for taking the time to review us. We really appreciate your kind feedback and wish you all the best in the future!Kind regards,Team Move Residential
5/5
TrustpilotExcellent Service
Through a long a traumatic process, the sales progression team, especially Rosie have been excellent, ultra professional, helpful and supportive. We would have abandoned the process without their support.
Hi Martin,Thank you so much for taking the time to write a review and for your excellent comments on our Sales Progression Team. We really appreciate your feedback, especially regarding Rosie, and wish you all the best in the future!Kind regards,Move Residential
5/5
TrustpilotReally helpful!
Really helpful and made us as first time buyers feel really comfortable with the process, a special thanks to Megan for all her help on keeping the sale progressing!
Hi Olly,Thank you so much for taking the time to write a review and for your fantastic comments on our customer service. We really appreciate your feedback, especially regarding Megan, and wish you all the best in the future!Kind regards,Move Residential
5/5
GoogleExcellent service and support throughout my house moving process would definitely recommend using Move Residential. Customer care was excellent throughout.
5/5
TrustpilotGREAT EXPERIENCE
Move Residential have been an absolutely superb & professional company to deal with. I would like to particularly mention Jenni Mitchell & Alec Stewart from the Heswall branch. I was impressed with this company’s marketing as it wasn’t an easy property to sell.Jenni & Alec both worked so diligently and professionally to get my property sale over the line.Nothing was too much trouble for them, and they kept me fully informed at every stage. Their manner was always friendly, courteous, patient, and very thorough.Overall it was a great customer service experience I would like to thank them both very much.I would not hesitate to recommend Move Residential in the future.
Dear Anne,Thank you so much for taking the time to review us. We really appreciate your kind feedback and wish you all the best in the future!Kind regards,Team Move Residential
5/5
TrustpilotThank you so much to Move Residential…
Thank you so much to Move Residential in helping me sell and buy a new property - both properties were through Move.
5/5
TrustpilotVery professional and friendly team.
We just bought a property through Move Residential, Allerton Road. David Rigby was our sales manager. He is a very honest, helpful and friendly person. Leanne and Dave helped us to get the best possible mortgage deal. Thanks to all of them!
5/5
TrustpilotJenny and the Move Residential team…
Jenny and the Move Residential team were very helpful during both our property search and purchase; they understood what we were looking for and really supported us during the process. Jenny was in regular contact throughout and really worked effectively to get us a great outcome.
5/5
TrustpilotGethin, Liam and Jenny.
Gethin, Liam, Jenny and the team were great. We would certainly recommend Move residential if you are thinking of selling your home. We actually sold and bought through them and the experience was made less stressful as they were all approachable and responsive at all times.
1/5
TrustpilotAllerton lettings branch, terrible experience.
Allerton lettings branch, appalling service. Throughout my year tenancy you ignored my emails and requests for action to be taken about the condition of my property. When you answered the phone you lied and said something would be done and it never was. When I submitted my notice to vacate you tried to fix things so you could pass the place off as liveable to the next tenant. I spent my time and money fixing things in the property so it was safe for my children to live in, none of which is reimbursed. Disgusting level of service from a bunch of smug lazy staff. Do yourself a favour and find another property, do not rent from move residential.
Hi Mr Makin, We're really sorry to hear about your unpleasant experience. This page relates only to our sales office as our lettings operation is a totally separate entity of our business. When we received your review we passed this onto the lettings office.We wish you all the best in the future.Kind Regards,Move Residential - Sales
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.
