Every review we hold for the Lancaster office, from every platform, shown as written. First names only.
★★★★★ 1/5
GoogleWe tried to buy a house through them which ended up falling through because the sellers changed their minds about the sale (which of course is not the fault of Lancastrian Estates). However, we did not have the best experience with Lancastrian Estates either. Firstly, they charged us £30 per person (£60 in total) for AML checks the moment our offer was accepted - not every estate agent passes this fee on to clients. Secondly, Lancastrian Estates repeatedly assured us that the sellers were keen on selling, even though we were getting very different vibes off the sellers, just from the time it was taking them to respond to even simple questions from us, and from the fact that 6 weeks after agreeing the sale we had yet to receive a memorandum of sale. We had already sank money into having surveys done, instructing solicitors etc and would have paid even more into the process if we hadn't trusted our guts. When the sellers pulled out, we got a quick phone call from Lancastrian Estates to say that the sale was off - no further support, no other property recommendations etc. Kerry, who was following the progression of the sale up until that point, just stopped responding to emails from us. After we had spent almost £500 (on ID checks, surveys etc) they completely ignored us.
We are now making another purchase through a different estate agent and the experience is so much better - no AML fees, better communication, more after sales support...
Rachel · 29 March 2024
Agent replied · 29 April 2024
Hi Rachel,
I’m sorry that you feel that you’ve not had a good experience with us. We hold quality of service in the highest regard and are extremely disappointed if we fall short of that.
I wanted to, in short, just comment on your review, but I am more than happy to go into full detail over the phone/in person if you’d ever like to do that.
AML checks, we, like many other companies, must be diligent and carry these out as an obligation to the HMRC as we enter a business relationship. How that is done is chosen by each individual company. This is the way that we deem to be the most diligent, and unfortunately there is a charge for that.
I can also confirm that the vendors communication with us was that they wanted to move. The memorandum of sale was sent to all parties on the 16th February confirming that. The vendors also offered on another property through us on that same day, which was accepted, completing the chain.
As you are aware, then vendors then withdrew from the sale and the purchase on the 19th. A huge shock, and something that we can do nothing about. Their circumstances changed and that meant they were no longer able to move.
I am also aware that we kept in contact regularly, offering advice and guidance throughout, and have even sent you property information on another one that may have fit your criteria.
Great news that you have found another suitable property, and hope that this one works out for you and Charlotte however, we’ll continue to send you any suitable properties just in case. You can of course opt out of this at any time.
Please let us know if you’d like to talk through in more detail.
Kevin
★★★★★ 5/5
GoogleI used Matt from Lancastrian to sell my house. He was amazing and went above and beyond to ensure my house was sold efficiently. He was really professional and easy to reach when needed!
I would 100% recommend Lancastrian if your looking to sell. A reasonably priced, friendly and reputable local company! 10/10 service!
Kirsty · 14 April 2025
Agent replied · 22 November 2024
Thanks for the great review Kirsty. 10/10 service is our aim so we're extremely happy that we could help you sell your home this way.
★★★★★ 5/5
GoogleRecommended to me by a friend. Kept me informed at every step. Helped me to sell the house quickly at a price I was happy with. Kerry is amazing as she's the one that pushes everyone all the way through! I would recommend them to anyone as they give a 1st class service. Yvonne SPositiveResponsiveness, Quality, Professionalism, Value
Amanda · 24 August 2021
Agent replied · 7 June 2023
Thank you for your kind words and I am so pleased the sale went through quickly & smoothly and in the timeframe you wanted.
★★★★★ 5/5
GoogleLancastrian Estates have been really helpful and dedicated in getting the deal across the line for the best possible price.
Max · 14 March 2026
Agent replied · 14 April 2026
Thank you for your kind words and for taking the time to share your experience. We’re so pleased to hear that you found our service fantastic and that Matt was incredibly helpful and proactive throughout.
Finding solutions and making the process of buying and selling property easier is exactly what we strive for, and it’s great to know that came through in your experience.
If there’s anything else we can help with in the future, please don’t hesitate to get in touch.
Best regards,
Kevin
★★★★★ 5/5
GoogleExcellent service from Lancastrian from start to finish. Kerry kept regular weekly contact with necessary updates. When my 1st buyer pulled out the company immediately contacted another interested party and the sale proceeded.
Would highly recommend this company.
Carol · 29 September 2023
Agent replied · 29 October 2023
Hi Carol, thank you so much for the lovely review and so glad we agreed another sale so quickly for you. Wishing you all the very best.
★★★★★ 5/5
GoogleI’ve now bought and sold 2 houses with Lancastrian estates and the service just keeps getting better and better!
Flawless service throughout the process. Kerry was a wonderful help and eased the stress that comes with moving.
Can’t say a single fault about Lancastrian Estates
Amber · 9 March 2023
Agent replied · 7 June 2023
Thank you for your kind words and we hope you are enjoying your new home.
★★★★★ 5/5
GoogleFantastic experience right through from initial valuation to completing our sale. Matt and Kerry were knowledgeable and kept us updated throughout. We would use them again.
Jennifer · 29 March 2024
Agent replied · 29 April 2024
Thanks for the fantastic review, Jennifer! We love talking to our clients (we love talking to anyone actually 😂) and we're extremely happy that we were able to help successfully during your house sale.
Kevin
★★★★★ 5/5
GoogleViewed commercial property on Monday 20th and all signed up by 24th. If we could put more than 5 stars we would - Communication was clear, great response and turnaround time!
Nord · 30 October 2025
Agent replied · 29 December 2025
Thank you so much for sharing this amazing feedback! We’re delighted to hear everything went smoothly from viewing to signing up, that’s exactly the experience we aim to deliver. Clear communication and quick turnaround are priorities for us, so it’s fantastic to know we hit the mark. If you ever need anything else, we’re just a call away.
Kevin
★★★★★ 5/5
GoogleWe purchased our home through Lancastrian Estates and could not be happier, their experience and knowledge is first class, Kerry kept us up to date with progress regularly and helped us deal with our less helpful solicitor with sound advice and reassurance. Matt showed us round several times before we completed the purchase and again was very patient and helpful, offering good advice.
Alan · 3 December 2023
★★★★★ 5/5
GoogleLancastrian Estates have been brilliant at finding me lots of properties fitting my description. Jonathan even phoned me up when a property came back on the market that I liked. I also like their video reviews of properties, I find then very useful to see how spacious properties are.
Philip · 14 April 2025
Agent replied · 24 December 2024
Great to hear that we've been able to find you properties Philip. We'll continue to do so!
★★★★★ 5/5
GoogleWonderful service from start to finish selling my property through Lancastrian Estates. Kerry was very professional keeping me up to date at all times. Matt was very helpful and informative throughout. So much so I have other properties I won’t be hesitating to sell through this estate agents.
I would highly recommend Lancastrian Estates. 1st class service!! Thank you all, much appreciated!!
Debbie · 19 December 2023
★★★★★ 5/5
GoogleLancastrian visited our property yesterday as we set upon our journey of selling our home. This will be the 2nd time we've used Lancastrian to sell a house. The 1st experience was fantastic selling in 2 days. This time the market is different, but not the experience. Off to a great start, it's hard to explain what they do differently. It's EFFORT nothing is to much trouble. From laying out the process, to unbelievable pictures and care taken to market it. Wouldn't use anyone else.
James · 28 March 2025
★★★★★ 5/5
GoogleAmazing team, from start to finish. Our sale and purchase was certainly not a straight forward one and very drawn out especially in covid times, but the team continued to give 100% at every aspect. Especially a big thank you Kerry who was fantastic at keeping us updated and trying her hardest to keep everything running as smoothly as she could. Would highly recommend lancastrian for there professionalism, exceptional communication skills and overall customer service. You won't be disappointed. If we ever, end up moving again, we will be sure to be back. Hopefully no time soon though 😊.PositiveProfessionalism
Rachel · 24 August 2021
★★★★★ 1/5
GoogleIf I could give it a 0 I would. I have been trying to view a house for three days. Four phones to them and not one phone call back from them. When I have rung and spoken to different people they don't know where the property is or how much it is on the market for. A complete shambles is all I can say . Seemingly it's run from a house in Walmer Bridge. Not an ideal way to run a business.
Jen · 8 May 2023
Agent replied · 7 June 2023
Hello Jen, firstly i'd like to apologise that you feel you've had to rate us so poorly. High levels of service are at the centre of everything we are, so to hear that we've let a client down, sits heavy with us.
I will have a look in to what has happened here and why you haven’t been able to find out more about a property, and ultimately book a viewing. As you can see from our profile here on Google, we’re at Riverway House in Lancaster, and I’d welcome the chance for you to come in and we can go through this in person. If not, do not worry, I will get the information and reply to you.
I will also speak with the team about getting in touch to see how we can get this viewing arranged for you. I will search for your details on our system, or alternatively, you can email them to me at kevin@lancastrianestates.co.uk.
One thing that you can do if you’d prefer, and this system is in place for 99% of our properties, is visit our website and use our online booking system to view any property. This system allows any buyer or tenant to book into our diary directly and can be done 24/7.
Leave this with me though whilst I investigate, and I will get back in touch.
Kevin
05/05/2023
Hi Jen,
Yes, it was me that had replied to you on Google. I will also reply to your latest review.
The review has not been removed. You have just put 2 reviews on different offices - Lancaster and now Preston.
I had not come back to you sooner, other than the call that Howard made to your daughter, whilst we looked into the issue.
I'll start with the issue of not getting a call back first for you. As a business, we don't want people sat on hold or in a call waiting queue, so we employ the services of a receptionist company. They handle the calls and send us a message to call you back. We haven't been getting all the messages from them, and until we looked into this following your review, we had no idea. You are not alone in receiving no call back. We have now sorted this issue with all messages coming to us. We have also now sorted so that viewings can be arranged by the receptionist.
The next bit is the call back. The messages were left in your name however, the mobile that we had when the messages eventually came through were from your daughter. That is why she was called, and having spoken to Howard, he assumed that as you were all trying to arrange to book, that the conversation details would be passed on.
He also confirmed the situation relating to the viewings on Gower Grove. We had a block arranged of 7-8 viewings but offered appointments at either 3pm or 6.30pm. Nothing was heard back to confirm whether you could go at these times. We would not normally have had these slots available, as we had other appointments, but Howard was trying to rearrange those to make sure you could see. He didn't want you to miss out because of these lost messages if he could help it. Howard had also sent Whatsapp messages to your daughter, Jo, trying to confirm these but has never had a response from her.
We always want to accommodate and help as many people as we can move house and view our properties, but unfortunately there are times when this can't be the case. We have tried to help out and accommodate, especially after the problems that you have had, but it looks like we have been unable to help on this occasion. I can also assure you that we couldn't be further away from a 'cowboy company' if we tried.
I did mention it in my response on Google that we have an online booking system that clients, like yourself, can book viewings in directly. This can be accessed via our website and is available 24/7. Even better, If we have all your information and housing criteria, you will get matched to property through our system, called Street. This is done before the property is launched to the property portals like Rightmove, give you first access to anything that we put on the market. Basically, a benefit to registering with us.
Email also sent.
Kevin
★★★★★ 5/5
GoogleWe recently sold our house with Lancastrian Estates and the whole experience was a positive one. Very professional photos and video taken of our house, excellent communication at all stages of the process and house sold to first viewer for …
RACHEL · 14 April 2025
Agent replied · 23 August 2024
Great to hear you had a positive experience selling your home through us and we hope you are settling in to your new home 😊 …
★★★★★ 5/5
GoogleI purchased my property through Lancastrian and cannot praise them enough, the corona virus situation made things very difficult and a few other issues along the way slowed the process, none of which were their fault but they were handled extremely well and strived to get the sale sorted as quickly as they could, I was kept in the loop on almost a day basis, cannot thank them enough, highly recommended
Thanks
Matt and HayleyPositiveResponsiveness, Quality, Professionalism
Matt · 24 August 2021
★★★★★ 5/5
GoogleBuying and selling anytime can be stressful but thanks to Lancastrian estates the whole process was very professional. I felt involved and kept up to speed the whole way. A special thanks to Matthew and Kerry. From my own experience I would without doubt recommend.PositiveProfessionalism
Christine · 24 August 2021
Agent replied · 7 June 2023
So pleased to see the sale come together and quite quickly too. Wishing you all the very best.
★★★★★ 5/5
GoogleWhat a GREAT estate agents- keeping me posted with appropriate properties to purchase for a number of years, now!
They sent me a truly entertaining 'Virtual tour' of their most recent bungalow for sale, which really cheered me up.
It has spurred me on to get on and get my apartment sold.
What inspirational motivators!
THANK YOU to you all, I wish you pure success.
Jill · 29 March 2024
Agent replied · 29 April 2024
That's great to to hear, Jill. We're here to help people move, and we're really have that we've been able to have a positive impact on your move. We're here to help if you need us at any time in the future.
Kevin
★★★★★ 5/5
GoogleThis is the 2nd time I have used Lancastrian Estates to sell a property and would 100% recommend. I felt well looked after from the get go when getting the house valued through to completion. Thank you again
Saz · 14 April 2025
Agent replied · 23 August 2024
So glad we were able to sell for you again and we wish you all the best in your new home.
★★★★★ 5/5
GoogleThe service we received from Lancastrian Estates, especially Kerry, was second to none. Nothing was too much trouble for them. We would not hesitate in recommending them to anyone selling a property.PositiveResponsiveness, Quality, Professionalism, Value
John · 24 August 2022
Agent replied · 7 June 2023
I am so glad we managed to get you moved in the timeframe that was set for us. I hope you are very happy in your new home and wish you both all the very best.
★★★★★ 5/5
GoogleFantastic experience purchasing a property listed with Lancastrian Estates. Managed to squeeze me in for a same day viewing. Which worked out for all parties as I made an offer that day that was accepted. Thank you
Sam · 14 April 2025
Agent replied · 22 October 2024
So glad that we could get you in to view and that it led to you buying the house. We hope you enjoy it!
Kevin
★★★★★ 5/5
GoogleSimon has shown us round multiple houses and is an absolute credit to their business. We have also dealt with Kerry a lot who has also been very helpful. Fantastic estate agents would recommend wholeheartedly!
Jack · 7 June 2022
Agent replied · 7 June 2023
Very kind of you to say, wishing you the very best with your house sale
★★★★★ 5/5
GoogleUsed Lancastrian Estates for the sale of our house. The whole team were professional throughout the process and I wouldn't hesitate to recommend.
Jonathan · 31 August 2025
Agent replied · 29 December 2025
Thank you so much for your kind words and for taking the time to leave a review. We’re delighted to hear that your experience selling your home with Lancastrian Estates was a positive one.
It’s great to know that our team’s professionalism and support made a difference throughout the process. Your recommendation means a lot to us, and we’re always here if you need anything in the future.
★★★★★ 5/5
GoogleI recently dealt with Kerry for a house purchase. She was extremely efficient and responsive to any queries I had. I wouldn’t hesitate to use Kerry and Lancastrian Estates for any services going forward. Thanks for a stress free purchase!
Anna · 7 June 2021
Agent replied · 7 June 2023
Thank you for your kind words, this didn’t start off as a straight forward sale, but it moved very quickly in the end. I'm so happy that we managed to get you moved in a stress free way. Enjoy your new home!
Kerry
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