Trusted Agent profile · Hove
★★★★★
1,602 reviews across 2 platforms
117-118 Western Road, Hove, BN3 1DB
Brand Vaughan New Homes's office in Hove, at 117-118 Western Road, is rated 4.3 out of 5 across 1,602 reviews on two platforms, including 487 Google reviews rated 4.0.
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Every review we hold for the Hove office, from every platform, shown as written. First names only.
5/5
GoogleRuby was incredibly helpful sorting out my daughter’s lease. It was a little complicated because we are self-employed. She didn’t give up and in the end we succeeded. I’m very grateful for her help.
Pleased to hear we could help, thank you for your review Ellen
5/5
GoogleRuby has been such a helpful and responsive letting agent. I highly recommend her at Brand Vaughan. It's my first rental and she's helped to make things as easy and straight forward as possible.
Great to hear this, thank you for your feedback Oscar
5/5
TrustpilotThomas was excellent
Thomas was excellent. In fact, in the whole process this company, which was managing the sale, of the property we were buying, were the only ones who were proactively trying to keep things moving. We were kept updated and they chased all parts of the chain. A big thanks. If I need to sell my property they would be my first choice.
Thank you Bill, for highlighting what a star Thomas is. We are delighted to have been able to help you move and hope that you have settled in nicely. We look forward to working with you when you come to move again.
1/5
TrustpilotVery poorly run letting agents
Very poorly run letting agents. Went to collect my keys and was told that they had to be given to an inventory clerk and I had to walk to meet home at the address. No communication before this to advise of this process. When we got to the address, keys didn’t work and was told they would call a locksmith. Currently waiting for a locksmith that could take 3 hours and I have to just wait around for a locksmith to meet me at the address. All this for over £1,5000…
Thank you for your review and feedback. We are sorry to hear that we fell short of your expectations. I understand that our property management team has resolved the issues now.
5/5
TrustpilotFrom initial inspection and providing…
From initial inspection and providing valuable advice and support to finding and referencing a tenant, the manager Helen was a perfect partner for our property. A 5* Agent from beginning to placing the tenant. Highly recommended.
Thanks so much for your review, so pleased to hear we could help you find a tenant.
5/5
TrustpilotGreat communication and great customer…
Great communication and great customer service. Would highly recommend. Thank you Connor for your great customer service skills and great communication.
We're glad we could assist you in your journey. We're here for any future needs you may have.
4/5
TrustpilotStaff called Mazie was receptive and welcoming
Time conscious and receptive
Thanks for the review, it is much appreciated.
5/5
TrustpilotBrilliant service.
Drew, Brandon and the team were incredibly professional, personable and efficient. We particular appreciated Drew’s straight talking and no nonsense attitude. We always felt she had our best interests at heart and was always on hand for reassurance or to answer any question no matter how small. I would gladly recommend them.
Hi thereReally great to see such a positive review. Drew certainly knows what she is talking about so it's good to see that this has come across as straightforward, no nonsense advice. Thanks again for such a great review. Steve Neocleous
5/5
GoogleWas very happy with the service from Brand Vaughan Brighton & Hove. Josh was an absolute pleasure to work with and one of very few estate agents I have met that care about his clients - He secured a very good rental for us.
Thank you for your review Ashley
5/5
TrustpilotThank you to Alexandra and Kemptown branch
Thank you to Alexandra and the team at the Kemptown branch, we have been very happy with the process and support from start to finish. The house had been with another agent for 4 months without success, but Alexandra got a sale agreed fairly quickly and has been professional and helpful throughout.
Hi SeanReally good to hear that you have been happy with support you have had from Alexandra and her team. They really are a cracking outfit in our Kemptown Office and it's great when someone takes the time to post a lovely review like this. Especially good to know that we managed to do what our competitors couldn't! Wish you well in your new home. Many thanksSteve Neocleous
5/5
TrustpilotThank you, Tom!
I would like to thank Tom for doing such an outstanding job dealing with first-time buyers and a remote solicitor. I greatly appreciate the huge effort that he put into making the purchase of our new property (and the sale of our old one) a success, for remaining calm during stressful moments, and for keeping everyone so well informed about progress.
Hi Neil, Thank you for taking the time to write such a lovely review, Tom is a real star and we are delighted that you have had such a positive experience during your communication with him.
5/5
TrustpilotReally pleased with the service
Really pleased with the serviceAlice was our main point of contact and she was fantastic throughout the whole process. We really appreciated the speed of their response. If she was not available then her colleague John was always on hand to answer any queries that we had. We never felt in limbo.
Hi AndrewMany thanks for posting these lovely words about Alice in our Rottingdean Office. Good to know that you always received a prompt response to any queries and that John was on hand as back up if required. Thanks againSteve Neocleous
5/5
TrustpilotHighly recommend Seven dials branch
We sold our flat using the Seven Dials office and had a great experience. The photography looked amazing and our flat sold within a week. A big thanks to Glenn for the support following the sale through and regular updates, also George for setting things up at the beginning.
Hi EmmaThanks so much for taking the time to post such a great review. It's good to know that the team at our Brighton Office have given you such a great service and that you have been pleased every step of the way. Thanks againSteve NeocleousMishon Mackay
5/5
TrustpilotSale of property in brighton
We had Mark and the team handle the sale of our property in brighton and had an excellent service from initial discussion through to getting the house marketed and the viewings arranged and had a smooth and successful exchange in 10 weeks with completion in 12,many thanks to the team !
Hi DaveA quick note to say thank yo for posting such a great review. Mark is one of the best in the business and he has a cracking team by his side. Good to know that everything went well.Thanks againSteve Neocleous
5/5
GoogleI just wanted to take the time to compliment Lewis Innes from the management team at Brands Vaughn, throughout my issues with my tenancy and deposit which wasn’t easy, Lewis dealt with all the issues so quickly., he has constantly kept me updated, he went above and beyond in my opinion as I have dealt with agents over many Years and he definitely the best I have had, Brands Vaughn are very fortunate to have a employee like Lewis, he is far the best I have dealt with from any agents, he was professional and so helpful, thank you again Lewis you took away so much stress from me by your great work, you are a asset to Brands Vaughn.
This is great to hear, thank you for your review Jo.
1/5
GoogleWe rented an apartment through this agency and they have been extremely unprofessional and lazy from start to finish! It felt like you were dealing with careless teenagers instead of grown up professionals - they never reply to emails and after chasing them on calls, they were not helpful or gave you the wrong information e.g. told us on the phone that they had our 2nd key but when my partner went to get it, they didn't have it! We still only have one set of keys. We have rented through various agencies through out the UK and can honestly say this is the worst!
Thank you for your review, we are so sorry to read about your experience and would love to put this right, would it be possible to make contact with the team member you dealt with, or call us on 01273 221101
1/5
GoogleThroughout our tenancy, our flat suffered from several leaks. The worst leak which occurred, took two months to be resolved. It leaked every time it rained, which in Winter happens fairly regular. Despite us raising the issue the day it began, and again contacting them about it every week afterwards, we were constantly met with the same response of "we will look into it and get back to you". At one point, they even told us on the phone that it was fixed whilst we watched it continue to leak! A substantial amount of mould also quickly began to grow around the wall from where it was leaking through. The staff started out with friendly correspondence, but quickly became rude when we questioned the competence of their response to the issue. They failed to keep us updated with how they were planning on resolving the issue, with us always having to call/email them for an update, rather than them contacting us. Despite all this, they have still tried to deduct 15% from our deposit for a few cobwebs left on the ceiling by the front door! If you do decide to rent through Brand Vaughan, I highly suggest making sure a 6-month break clause is in your contract.
Thank you so much for your review , we are so sorry to read about your experience and would love to put this right, I have passed the comments on to the branch manager who will be in touch.
1/5
GoogleWe rented a property from Brand Vaughan and found the service to be subpar and shambolic from beginning to end. They will be on your case when it comes to chasing payments or signing renewal documents but expect maintenance issues to go unresolved for weeks on end and to be treated with no sense of urgency whatsoever. During the winter we had several instances of black mould in our flat, which were repeatedly flagged to the maintenance team. Having been passed from pillar to post, it became clear that no real processes were in place and the attitude we got from the team when a contractor was eventually sent out was that they were doing us a favour. We had to put up with no working overhead lights or oven in our kitchen for 8 weeks due to a leak in the ceiling, which was ignored time and again by the team at BV, despite having been raised on numerous occasions. In spite of the poor performance from Brand Vaughan, they still saw fit to deduct a tidy sum from our final deposit amount on the grounds that we hadn’t hired a professional cleaner when vacating the flat (they proposed having the place cleaned for just shy of £300) and general wear & tear caused by previous tenants. They didn’t even bother updating the inventory (dating back 6 years) when we began our tenancy. Furthermore, I have heard similar complaints from others who have rented from this agency in Brighton and Hove so I feel like my experience is far from an isolated case. A headache from the get go. Save yourself the unnecessary bother and use the services of basically any other letting agent.
Dear William, thank you for sharing your feedback. We aim to be a team centred around integrity, care and understanding so we’re sorry your experience didn’t match expectation. We are investigating the issues you outlined below, however if you wish to discuss this further please feel free to reach out to us on customercare@brandvaughan.co.uk.
5/5
TrustpilotDee is awesome
Selling a house can be complex, unpredictable and challenging. Prior to this experience selling our beautiful bungalow through Brand Vaughan, I would have said that estate agents in general added to the challenge.
We're happy to hear that the sale of your bungalow exceeded expectations. It's great to know that our agent provided you with honesty, compassion, and initiative throughout the process. We appreciate you acknowledging their expertise in navigating complexities and offering sound advice. Thank you for sharing your positive experience!
5/5
TrustpilotSpecial mention
Special mention - Dee and Jon.Both world class at what they offer to us! I hope the owner fully appreciates what assets they are to the team. Customer service is second to none. Kind. Respectful. Professional. And most of all very knowledgeable in their field of work. It's a pleasure working with you both. Thank you. Richard
Thank you so much for your generous feedback, Richard! We're absolutely thrilled to hear such kind words about Dee and Jon. They truly embody the qualities we value most, kindness, respect, professionalism, and expertise. We're so glad to hear that working with them has been a pleasure, and we will be sure to pass on your appreciation to both of them. Thank you for choosing us, and we look forward to working with you again in the future!
5/5
TrustpilotHuge thank you to Oliver for his…
Huge thank you to Oliver for his expertise and help with our search for the perfect property. Extremely grateful for the guidance of an estate agent with detailed knowledge of the area and one who is happy to take the time to gain an understanding of what matters.
Hi ElizabethMany thanks for this excellent review of Oliver at our Portslade Office, Oliver has just started out in his estate agency career with us and it's great to hear that he is already giving people great service and taking time to understand their requirements.Steve NeocleousMishon Mackay
5/5
TrustpilotExcellent service over many years
Excellent service over many years. Lettings have been quick to find new tenants. Property management has a specific person as a contact. Lewis Innes is efficient, polite and helpful and always ready to give advice when needed.
This is great to hear, thank you Andrew
5/5
TrustpilotPositive experience securing tenants.
As a new to the market landlord I was apprehensive about the process. Maddie at BV lettings was helpful and knowledgeable and I felt reassured. Once I had agreed to proceed the response was professional and timely and tenants were found within two weeks. Between Maddie and Michael I was able to communicate any queries and they were responded to quickly. I look forward to a continuing positive experience.
Thank you for taking the time to share your positive experience. We're here for any future needs you may have.
5/5
TrustpilotA welcome human face amidst a hectic rental market in Brighton and Hove
We are very pleased with Brand Vaughan so far. In a busy rental market in Brighton and Hove, they were the welcome human face of rental agents. Lucy explained the realties of the market very clearly with tips on how to secure a property. She was friendly and respectful whereas some from other agencies are neither of these things ! The wider Brand Vaughan team were similar- knowledgeable, respectful and courteous. It does make a difference to deal with decent people but who treat both landlord and tenant well. They also can move quickly when this is needed and came back promptly with a rental decision. Highly recommended.
We are thrilled to hear that you enjoyed your experience with us. Thank you for sharing your positive feedback and for choosing our services.
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