Trusted Agent profile · Hornchurch
★★★★★
846 reviews across 2 platforms
135, High Street, Hornchurch, RM11 3YD
Part of Beresfords, see every office.
Beresfords's office in Hornchurch, at 135, is rated 4.6 out of 5 across 846 reviews on two platforms, including 116 Google reviews rated 4.7.
Every review we hold for the Hornchurch office, from every platform, shown as written. First names only.
5/5
GoogleCharlie was very helpful throughout the process of finding a home.
Hi Mahjabeen Many thanks for posting your review. It was great to read that Charlie and the lettings team in Hornchurch were helpful and able to find you a suitable property efficiently. We hope you will be very happy in your new home. Steven Bond Managing Director - Residential Lettings
5/5
TrustpilotDealing with the lettings department.
Hi Tammy, Thank you for your recent feedback. I was pleased to read that Charlie and Lauren in our lettings department at Upminster were able to assist you efficiently during your recent dealings with them. We all very much appreciate the 5-star rating and wish you well in your new home. Steven Bond Managing Director - Residential Lettings
5/5
Trustpiloteverything was very wonderful from the…
everything was very wonderful from the very beginning to the end of the tenancy. The staff were very caring and always accommodated requests, special thanks to Tessa! Great experience!
Hi MamedSo pleased that everything proceeded for you without issue and that our lettings team in Colchester were both caring and accommodating throughout. We all very much appreciate your 5-star rating.Steven BondManaging Director - Residential Lettings
5/5
TrustpilotVery good communication through out the…
Very good communication through out the process. Charlie was very helpful and made things really easy. We would highly recommend.
Thanks for the feedback following your recent dealings with our local lettings department. It's great that they maintained good levels of communication with you throughout the process and it is nice to know that you would recommend us to others.Steven BondManaging Director - Residential Lettings
5/5
TrustpilotSwift and efficient maintenance process/personnel
I moved into a rental flat and encountered a few issues soon after. I contacted the maintenance team and Krystal Boyde-Maynard swiftly responded to my several maintenance requests. She was very polite, informative and kept me updated. She handled communication with the landlord and coordinated with the contractors to carry out the repairs. Legend. Kudos to her. Keep up the excellent customer service
Hi MunyaradziI appreciate you finding some time to provide us with your feedback. I am pleased that Krystal responded promptly to your maintenance based queries and maintained effective communication with you until resolved. Steven BondManaging Director - Residential Lettings
5/5
TrustpilotCharlie and Ella were very helpful…
Charlie and Ella were very helpful taking us through the process of our new tenancy.
Hi JamesThank you for your positive comments regarding Sarah. I am pleased that you feel she offers sound advice and we are all very grateful for your 5-star rating.Steven BondManaging Director - Residential Lettings
5/5
TrustpilotRylie Kingsnorth
Rylie was very helpful through out the process, proactive and helpful with explaining what information was needed at what points.
Hi DCThanks for your positive feedback following your recent dealings with Rylie who works within our lettings department at Brentwood. I am pleased that she assisted you effectively throughout the process and clearly explained all involved. I know she will be very grateful for your kind words.Steven Bond Managing Director - Residential Lettings
1/5
TrustpilotExploitative practices for tenants
Took over a month to return my tenancy deposit. The communication about it was really bad - they went completely silent after I checked out, I had to send lots of emails to chase and some of them were ignored. They couldn’t give me timings for when it would happen. I had to open a dispute with the deposit protection service just because there was no end in sight. There was no apology for the delay. This was very clearly business as usual for them.This wasn’t because there was a dispute about deductions. It was just radio silence. In the end they didn’t even want to make any deductions. It’s a shame to have to leave this review. During the tenancy I thought they were quite good. They were responsive and happy to deal with maintenance issues. They did try to inspect the property during a national lockdown, which I thought was a bad & unethical decision on their part, but they were at least happy to cancel it for our property on request.However, I think leaving a 1 star review just based on the deposit is completely justified. They need to understand is that keeping a large sum of peoples’ money for so much longer than the government’s mandated 10 days is completely unacceptable. They tried to blame the landlord’s lack of responsiveness. That is not a reasonable excuse. They are holding the money, and they are working on the landlord’s behalf. I feel extremely strongly that this sort of treatment of tenants needs to improve.
5/5
GoogleExcellent service. Great communication. They made the whole process of finding a property stressfree.
Hi Arslan, Many thanks for the 5 star award for the team at our Hornchurch office. The team will do all possible to match buyers to suitable property and it is pleasing to know the experience was seamless for you. Thank you for sharing your experience, we look forward to assisting you again in the future. Alison Horsley, Customer Service Director.
5/5
TrustpilotVery Fast and polite responses.
Hi Christina Thank you so much for your kind words and 5-star rating regarding our lettings team in Billericay. We look forward to working with you again in the future. Steven Bond Managing Director - Residential Lettings
5/5
TrustpilotHighly recommend - such friendly service
We were really happy with the overall service from Beresfords when looking for a flat to rent. The whole process from start to finish was quick, friendly and professional and we always had fast responses to any emails that we sent. In particular, Eleanor was brilliant throughout the process and always answered any questions we had. Would highly recommend both Eleanor and Beresfords as a whole.
5/5
TrustpilotAlice was amazing the whole way…
Alice was amazing the whole way through! Made the experience zero stress and was always on hand if we needed to cover anything x
Hi Samantha,Thanks so much for your feedback. I was pleased to read that Alice delivered a consistently high level of service throughout your dealings with her and I know she will be very grateful for your kind words.Steven BondManaging Director - Residential Lettings
5/5
TrustpilotVery good service and always a pleasure…
Very good service and always a pleasure dealing with their team (especially Donna & Stuart) Brilliant!!
Hi DanielI am so pleased that you were impressed with the service that our staff provided to you recently and we all very much appreciate your 5-star rating.Steven BondManaging Director - Residential Lettings
5/5
TrustpilotJack has been very helpful and kept us…
Jack has been very helpful and kept us updated throughout the process. Thank you 😊
Hi EmmaThank you for your recent review. I am pleased that Jack has proved helpful during your recent dealings with him and that he kept you fully updated throughout your application process.Steven BondManaging Director - Residential Lettings
4/5
TrustpilotGenerally a good experience
Generally a good experience. We wanted to step away as much as we could from the rental property and on the whole this has been achieved although they could do more to deflect tenant’s requests for minor repairs (which could usually be undertaken by the tenants easily and at little or no cost).
Hi DavidI am pleased that your experience of dealing with our local lettings team has been positive and that they have generally dealt with everything effectively on your behalf. I note your comments regarding tenants requests for minor repairs. We will always try to deal with minor requests ourselves directly with the tenants wherever possible, albeit in some instances we are left with no option but to seek landlord's approval, as ultimately it would be a landlord's money that we would be spending to rectify such matters. Nonetheless I am grateful for you providing us with your thoughts and we will be very mindful of this moving forward.Steven BondManaging Director - Residential Lettings
5/5
TrustpilotBrilliant experience with Beresford’s
Brilliant experience with Beresford’s, Joe has been extremely helpful throughout the process… very helpful advice that has really helped in the decision making process! Thank you!
Hi Scott,So pleased to read your positive feedback. Glad that Joe was helpful throughout the process.Steven BondManaging Director - Residential Lettings
1/5
GoogleUnfortunately we did not have a good experience working with Beresfords. Whilst they were able to quickly find an initial buyer for us, once that buyer pulled out they encouraged us to accept an offer from a second buyer that they hadn’t done their due diligence on. They were uncommunicative through the whole process, and when the second buyer unsurprisingly pulled out they tried to cover up the situation. We found the team to be very “salesy”, much more focussed on their commission rather than our experiences as clients. It was a very stressful time for us so completely appreciate that we were tense, but their lack of after sales care was notable. We went on to have an entirely different experience with other estate agents who ended up selling our property, and there was a big difference in how we were treated.
Hi Ellie, Having read your recent review, I am naturally concerned with your comments relating to the service you received from our Hornchurch office. I am sorry to hear you were disappointed and would like to gain a better understanding of how events unfolded throughout this transaction. When agreeing a sale, we will always fully qualify any potential buyers and only those in the right position, will be put forward to our sellers. It is extremely frustrating when a buyer pulls out of an agreed sale and whilst we will do our best to understand the reasons why, some people may not be transparent. Some sales will also fall through during the legal process for reasons beyond our control, despite being proactively progressed. You were extremely unfortunate to lose two buyers within a relatively short space of time which much have been very disappointing for you. Unfortunately, I do not know whether this could have been avoided without further information. Delivering a consistently high level of customer service is very important to us, and I would be keen to understand more about your recent experience. Please contact me on a.horsley@beresfords.co.uk and I would be happy to help. Alison Horsley, Customer Service Manager
5/5
GoogleI went to view a property marketed by Beresford. I met with Reece and Daniel, agents showing the property. I have to admit, I had some reservation about estate agents as I have had bad experiences and therefore was so pleasantly surprised when I met with Reece and Daniel. They were so approachable and very friendly ( a far cry from what I’ve experienced). They guided me through both the properties and were very helpful with any questions I had. I am so glad I met them, it really made my day. They are very personable and their service was impeccable. Who knows whether the property I liked will go through but I’m so glad to have dealt with two of the best estate agents I’ve ever come across. I wish them both all the success for the future. Monsur Ali
Hi Mansur, Many thanks for the great review for Reece and Daniel from our Hornchurch office. Both are focused on providing the best possible customer care, offering guidance and support from the first point of contact. Your 5 star award and kind comments are much appreciated, we look forward to assisting you again in the future. Alison Horsley, Customer Services Manager
5/5
TrustpilotScot flat.5
I recently rented a flat through beresfords .thanks to hannah / Holly and the team they made a very stressful job . Very easy .would recommend always .excellent team .
Hi ScotMany thanks for taking time out to post your feedback. I was pleased to read that Hannah and the rest of the lettings team at Brentwood assisted you effectively throughout the rental process, and it is great to know that you would not hesitate in recommending them to others.Steven Bond - Managing DirectorResidential Lettings
5/5
GoogleDan has been absolutely amazing in getting our sale sorted. We were in a long chain which came with its hurdles but team at Beresford Hornchurch were very professional and understood how to resolve the issues. Absolutely amazing!! 💯PositiveResponsiveness, Quality, Professionalism, Value
HI Shivani, Many thanks for the great review for Dan who is based at our office in Hornchurch. Dan works hard to provide the best possible customer service, from the first point of contact through to exchange and completion. Your sale would have been in very safe hands. Thank you for the 5 star award and kind comments, we look forward to assisting you again in the future. Alison Horsley, Customer Services Manager
5/5
TrustpilotReally smooth tenancy renewal
Really smooth tenancy renewal. Highly recommend Lauren Mobsby at Beresfords.
I am really pleased that the renewal of your tenancy went without issue and that Lauren Mobsby was effective in assisting you with this. I know she will be very grateful for your kind words.Steven BondManaging Director - Residential Lettings
1/5
TrustpilotTrust the rating or your experience?
Beresfords is not what they portray to be. (sweet at first, then the true colours are seen later)I've lived as a tenant on one of their properties for years, always keeping the place in the condition I received it in. However, they are EXTREMELY landlord-focused, to the point - "let's care a damn about our tenants, although they are the ones paying".In the peak of December winter, our gas heater (for heating and for hot water) stopped working., It took weeks to get an engineer from British Gas, but when they checked it out, they mentioned the landlord needs to service it, as its really old and does not function. Beresfords did nothing, we were left to use ice-cold water for several weeks. The property was poorly maintained (even our neighbours attest to this fact)On finally deciding to leave, (forced to leave) the landlord claimed our whole deposit - although we had the place cleaned up and the necessary fixes done (professionally at our expense (approx. £500+)Yet the landlord quoted bogus charges and tried to take all the deposit money - to which Beresfords was in full support off. (on challenging this, they agree to settle to close to nothing, as they knew they were trying their luck and wouldn't be able to justify this.IS THIS PARTIALITY WHAT ONE SHOULD EXPECT FROM AN AGENCY? I asked Melissa the lady we dealt with for a complaints contact, to which she hasn't yet replied. So much for customer service. Also like to point out a lady Lauren, her emails are so rude and condescending, I genuinely feel some of the staff need sensitivity training. (they talk to you like are an uneducated 10-year-old, who should obey whatever they say, to appease the landlord, even at unreasonable clauses.)The overall arrogance of the branch is appalling, I never want to be a customer of Beresfords ever again and will advise people to be extremely vigilant in dealing with them. They claim to be the best, so I'm not sure if the other reviews are even legitimate, but my experience speaks for itself and this is only to safeguard their next possible victim.
Hi NeilHaving read the extensive comments contained within your review, I wanted to reply personally having investigated the matter myself in more detail.Naturally, I am sorry that you felt that our staff were purely landlord focused whilst you were a tenant in one of the properties which we manage.Having reviewed the extensive filenotes I believe that our personnel have tried to assist you with any related issues that rose during your time at the property. Unfortunately, in certain cases particular situations were out of our direct control and we were dependent on other third parties to either make decisions on the next course of action, or contractors such as British Gas who we have no influence over whatsoever. At the end of your tenancy it was evident that there was damage incurred at the property which was deemed to be beyond normal wear and tear. The landlord concerned expected you to make some form of contribution towards the necessary repairs and Melissa played her part in negotiating between both parties to try and reach a mutually acceptable agreement. Therefore, to suggest that Beresfords acted inappropriately throughout your tenancy is, in my view, grossly unfair.Steven BondManaging Director - Residential Lettings
5/5
TrustpilotFantastic staff & customer experience
Alice, Paul Lynn & Ella were superstars
Hi TayoThanks for your feedback and I am pleased that our lettings team in Billericay exceeded your expectations.Steven BondManaging Director - Residential Lettings
4/5
TrustpilotVery helpful
James has been very helpful in locating a property for me to rent all whist keeping me updated and informed every step of the way.
Thanks for your recent feedback and I was pleased to read that James in our local lettings department has been very helpful in finding you a suitable property to rent and remained in touch with updates throughout the transaction. We all very much appreciate your kind words.Steven BondManaging Director - Residential Lettings
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.
