Every review we hold for the Horsham office, from every platform, shown as written. First names only.
★★★★★ 1/5
TrustpilotWe moved into our rented property…from the 12th of September to now
We moved into our rented property through wards, on the 20th of September then Arun estate agents took over as the agent for our landlord! They are a absolute unprofessional company! Staff are rude, do not ever reply to emails, but have no problems sending emails! After phoning them today , the rudeness from the member of staff was absolutely disgusting! I have also asked for our landlords contact details so I can speak to her myself!
Sam · 30 January 2026
★★★★★ 5/5
TrustpilotMatthew Townsend has been brilliant
Matthew Townsend has been brilliant. He responds to my questions and keeps me up-to-date with any issues - far more than before he took over my account! However, I still find your accounting system unbelievably difficult to understand. Matthew does his best to help
Christine · 7 August 2025
★★★★★ 4/5
TrustpilotHappy tenant
I am happy that Matthew is doing his best at refering works to be carried out. The works were carried out very well.
Customer · 12 September 2025
★★★★★ 1/5
GoogleHave tried to apply for a home on shared ownership through Arun at a really nice development but their communication is awful and they provided unnecessary information to us - a red flag when looking to buy a home. There are much better estate agents/new build properties to work with.
Danni · 18 March 2025
Agent replied · 1 May 2025
Dear Danni
Thank you for your feedback and we are sorry that you have been dissatisfied with the communication that you have received.
We recognise that regular and effective communication is a vital part of the service that we provide and we are sorry if we fell short of your expectations in this respect. The development that you are referring to was extremely popular and we received over 7 times the number of applications to available properties. We were therefore unable to contact each applicant individually, as we would have liked, and instead sent more generic communication advising when the plots had been reserved and when any became available again. We are sorry if you received any unwanted contact and we understand that you have since requested to be taken off our mailing list.
We are sorry that we have been unable to assist you on this occasion and would like to wish you the very best for the future.
Kind regards
Arun Estates
★★★★★ 1/5
TrustpilotCRAP COMPANY
The simple fact that they are contacting me yet I have not given them my details annoys me. They have obviously purchased my details from somebody, and so that they find that a worthy spend of their finances.. so obviously desperate for customers. Get a life and a proper job you sad people!
Gold · 11 April 2025
★★★★★ 1/5
TrustpilotHad to pay £4500 to have my property…
Had to pay £4500 to have my property refurbished, after a 3 year tenancy ended and tenants left in bad repair. Then found out that the builders actually charged £3900 and Arun Estates pocketed £600 of the quote. This should be illegal, as was not informed about this fee.
Darren · 10 March 2025
★★★★★ 1/5
TrustpilotSearch for agencies who listen to the needs of the client.
Rude and unprofessional. I enquired about buying a property by sending them an email. They called me back asking me details about a property valuation. I told them it is about a property purchase and that I would like to see some properties. They asked me whether I had a DIP and I told them I do. They asked me with who, and immediately after they said that my mortgage advisor does not have access to whole of the market. I told them they do actually and I am only interested in buying the house, no mortgage adviser services. Immediately after she rushed and said that I would be contacted if they have anything suitable.
Aura · 3 July 2023
★★★★★ 1/5
TrustpilotAwful company do not use!
Awful company do not use! They will try scam money out of u. Will never be using again worst experience in my life. Stay away!!!!!!!!
Louie · 26 August 2025
★★★★★ 1/5
GoogleIGNORING PHONE CALLS AND SENDING LIES BY EMAIL WILL NOT WORK. I WILL CONTINUE TO CHASE THIS UP REGULARLY UNTIL YOU COMPLETE THIS SIMPLE TASK.
ALL CORRESPONDENCE WILL NOW BE DONE ON HERE SO EVERYONE CAN SEE HOW POORLY YOU TREAT PEOPLE.
What else can I add....bunch of liars and scammers. AVOID THESE PEOPLE AT ALL COSTS AND MAKE SURE YOU READ ALL OF THE REVIEWS.
Since June 2019 I have been waiting for these people to follow a legally binding instruction. Over 400 phone calls, 200 emails and still counting.
Now they resort to empty threats and an obnoxious attitude when I continue to chase up this situation.
Kate Pullen has taken over from Kimberley Guy in deliberately dragging this on.
Dam · 2 May 2022
★★★★★ 1/5
TrustpilotDo not use this company to handle your…
Do not use this company to handle your property. Their contractors are not up to standard for the price you pay for. I used their contractor for fixing the water leak plus to have a whole shower system replaced with the brand new one. Around 2 years later the tiles around the water control are heavily broken due to the water leak issue. So far noone answered my email.
Joanna · 31 May 2023
★★★★★ 1/5
TrustpilotIf i could give 0 stars I would!
If i could give 0 stars I would. The worst service I have ever received. DO NOT GO WITH THEM! We went to view and later placed an offer on a new uild property of which the information that was given to us about service charge was the main green light to us wanting to purchase. I felt like they took advantage of mine and my partners age. Later down the line after a lot of misinformation therefore a breach on their side. We pulled out of our purchase after £1000's of pound had been spent. When I complained to WARDS and the Developer no one was helpful or took responsibility just calling me a liar and saying I must have been confused. Waiting weeks for a response of everything I had already been told which was just excuses. No one is taking responsibility for our loss of money or time, just excuses and saying we must be confused.
Megan · 21 December 2021
★★★★★ 1/5
TrustpilotVery disappointed
Very disappointed. Had an interview with Claire for a Saturday viewing agent. Having read all the history of the company and how well they look after their staff, I was quite excited to apply for this role. I thought I did quite well considering this was my first interview in 10 years. I was told by Claire that I would be contacted over the weekend. The weekend went by with no contact so I waited 3 more days but still nothing.
Diane · 29 April 2021
★★★★★ 1/5
GoogleArun estates runs cubbit and West. House firstly (as I suspected) over valued by 80k. When after a year it sold, after sales care shocking. Chain fell through 24 hours after they said we had a complete chain, however cubitt and west failed to check chain integrity and were unaware sale fell through. I chain chased, found out it had fallen through and informed Godfrey (horley manager) who was angrybwe had chain chased, denied it had fallen through and angrily said 'what do you want to do About it then?' Very rude, unprofessional staff. In the end we dealt with the chain ourselves cutting out cubitt and west, and other agents in chain agrees this was best. Refusal of discount for failure for them to in after sales, i spent muchnof my time checking chains and chasing agents, that was Cubitts job, but they couldnt do it. ARUN ESTATES, owner of cubbits dealt with complaint and head in sand over problems or paying out to compensate my time doing their job. Their bill was 10K. Offered 300 for doing their job chain chasing over weeks. Complaint now in with property ombudsmen. Avoid them, family in the industry with 40 years have said it's worst estate agents they have dealt with who didn't do a full job in following up and chain checking. Do yourselves a favour and use another agent.
Steve · 14 April 2021
★★★★★ 1/5
TrustpilotDo not use this company
Do not use this company. I applied for a job with this company. The poor lady that interviewed me thought she was something else, i went for a trainee estate agent role.... even correcting her she still went on to interview me for a self employed sales executive. Paperwork and job completely messed up. She was very very rude. Thought so highly of herself but she didnt even get the right job in the interview. How my CV would make the job role she tried to give me I will never know. She is a very aggressive woman! Sour faced, could do with at least q smile!I'm happy she messed my interview up I couldnt cope with even working in the same place as her. You can tell she is very lonely. Makes me upset and pity her. Please DO NOT use this company. My best friend, parents and grandparents have also had such an awful experience with this company after with purchasing houses. AVOID CLAIRE
Ac · 27 February 2021
★★★★★ 2/5
TrustpilotAbsolutely appalling service
Absolutely appalling service! The unprofessionalism cannot be defined into words. A check out was booked in error and the staff are trying to deduct this from my deposit! You have staff putting the phone down and being extremely rude! My advice is that you do not use this agency!
Renee · 18 March 2024
★★★★★ 1/5
TrustpilotIf I could give no star I would
If I could give no star I would!
Nicole · 30 September 2025
★★★★★ 1/5
GoogleVery bad company and staff, no customer service, they don’t try to solve a problem but create one, threatening me with reference, credit, deposit etc. no communications in between the staff, avoid this company at any cost, company like Arun Estate shouldn’t exist
Goran · 1 May 2024
★★★★★ 1/5
TrustpilotDo not use... absolutely pathetic and practically nonexistent
The only reason they have been given a 1 star is that I can apparently not give a zero. Their service is non-existent and when they do provide a service it is beyond pathetic. We have had a pipe from the bathroom upstairs that has broken essentially meaning that the bathroom cannot be properly used. This pipe issue has not been resolved IN A MONTH. Our boiler seems to have packed in today but is not covered by an emergency call out. I shudder to think how long it is going to take for this is to be resolved with this level of incompetency.
Geoffrey · 2 June 2019
★★★★★ 5/5
TrustpilotThe score: Arun Estates 5 stars, Ward and Partners minus 10 (at most)
My son's job was relocated with very short notice so when he and his wife found a flat through Ward and Partners in Herne Bay available straight away they were very relieved. Unfortunately due to an error on the paperwork their application was rejected by the reference company and they were told that it would make them ineligible for any rental property in the area!!!! That left my son, daughter in law and 18 month old twins (the distracting cause of the error) under threat of homelessness. That seemed extremely harsh and completely ridiculous to me so at 10.30 pm I emailed the customer service department of Ward and Partners explaining what had happened and seeking clarification. At 9 the following morning I had a phone call from Ryan Wynn of Arun Estates, the parent company who had managed to contact my daughter in law even though I had asked a general question and not given any names. Ryan listened to the recorded phone call between the reference company and the Ward local office, found that incorrect advice had been given by the reference company and from then on made it his mission to sort things out for us. For 3 days with numerous phone calls, faxes, texts and scans Ryan dug his heels in and wouldn't take no for an answer. He even badgered the reference company's area manager who was on holiday in order to speed up the process. Due to Ryan's diligence everything was signed, sealed and delivered at 5.30 pm on the Thursday so that the more of 200 miles could go ahead on the Friday as planned. Ryan Wynn turned what was so close to a catastrophe into what seemed a happy ending .
Lyn · 3 August 2018
★★★★★ 4/5
TrustpilotExcellent reliable service from Matthew…
Excellent reliable service from Matthew at Arun
Mike · 25 July 2025
★★★★★ 1/5
Trustpilotmoved my stuff during viewing
I recently had a frustrating experience with Arun Estate, the agency managing a viewing while I was out, and when I got back, my bedroom was a total mess.
HY · 2 September 2024
★★★★★ 5/5
TrustpilotBrilliant interview process
Brilliant interview process, kept informed all the way through do 2nd interview with typing test. Worked for them for nearly 15yrs now and absolutely love my job as a PA - role is so varied it definitely keeps me busy all day every day. Fab company to work for.
Jane · 16 December 2021
★★★★★ 1/5
Trustpilot@wardsofkent Pls intervene Arrun is destroying your good reputation
@wardsofkent Pls intervene: injustice frm your team. My holding deposit was taken, even after answering every question truthfully & providing 2 guarantors, your agent told me I could not rent the apartment and they would not give me back the rental deposit they collected from me.
Nimaathallah · 19 March 2022
★★★★★ 1/5
GoogleMisselling and lies- worst company I’ve ever had to deal with. An absolute bunch of cowboys who will say anything to get a sale. Do not use under any circumstance! Laura Howard, Senior Marketing Consultant and Imarna Fearns, Sales Advisor are not to be trusted.NegativeQuality, Professionalism, Value
Fifi · 2 May 2021
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.
