Trusted Agent profile · Liverpool
★★★★★
141 reviews across 2 platforms
116 Duke Street, Liverpool, L1 5JW, L1 5JW
Bluerow Homes's office in Liverpool, at 116 Duke Street, is rated 3.8 out of 5 across 141 reviews on two platforms, including 121 Google reviews rated 3.8.
Every review we hold for the Liverpool office, from every platform, shown as written. First names only.
5/5
GoogleWe have just taken on a rental apartment through Bluerow - the whole experience was excellent - we spoke to four different team members (Helen, Lauren, Donna and Jayne) at various stages of the process and they were all very clear, helpful, efficient and customer focused. Quite different to our experience with other agents, and one of the reasons we picked this apartment!
Thank you for your lovely review. You have both been an absolute delight
5/5
GoogleFor twelve years, Bluerow Homes managed our apartment in Liverpool. They provided excellent service, responding quickly to the needs of ourselves and our tenants’. Throughout the whole time we didn’t have a vacant period. When we decided to sell it, they handled all the viewings and found a purchaser quickly. I can’t recommend them highly enough. Thank you Helen, Donna and Lauren.
Thank you so so much for your kind review. It has been an absolute pleasure assisting you over the past 12 years. We would be only to happy to assist you, in the future if the need arises. Thank you on behalf of all the team, you have been wonderful clients, a real pleasure to represent
1/5
GoogleWorst renting experience ever. Bluerow refused to be flexible in any way on a number of occasions. Dispite raising any complaints with them they were dismissed or ignored. Our flat when we moved in was far from professionally cleaned, oven dirty but hey on your moving day you don't have time to sit and complain, we just did it ourselfs. So bad service... Example: Damaged Sofa. We reported some damaged caused by ageing to the sofa. It needed replacing and was becoming very uncomfortable to sit on( bear in mind this was a furnished flat). So a replacement sofa was ordered and delivered. (Sounds good so far). So we used the last of our annual leave days to be home to take delivery. The driver turns up with a massive box. How many Sofa's have you ever seen arrive in a box? Imagine a 15 year olds bedroom, with mini double chair in it - that's what we got instead of a leather sofa that was currently there - we built the sofa... and it was terrible. We immediately raised this with Bluerow. They sent an agent around to look at the sofa - I couldn't believe there was even any resistance but it took some persuading to get bluerow to get this changed. Eventually after many long emails they did try to arrange it. However, this is where service goes out the window. We both work full time, we have no annual leave left. For any issue bluerow were lazy! Bluerow always passed us the details of the courier, the plumber, or whoever and expected us to arrange things. Isn't that what they get paid for??? So we were unable to be home between 9-5, because we have jobs. Every courier said we had to be there to let the couriour collect this sofa bed in a box. As we could not do this, we asked bluerow to assist in some way. They basically washed their hands of the situation and we were stuck with a really really, REALLY uncomfortable sofa for over a year before we sorted out moving out of the flat. There were many more examples of really poor service but I'm not into writing novels. They have the cheek to charge us for cleaning the flat - it was cleaner when we moved out than when we moved in, period. We just wanted to be done with them so bad we didn't even challenge the cleaning but we did query the £150 for cleaning as it seemed expensive. So it turns out they try to charge us for the disposal of a sofa that they would not assist us with in any way!! Speaking of the moving out process, we had a viewing made practically every other day for the whole month after we gave our notice. This is so unprofessional and if you rent with bluerow, beware you'll be living with strangers for your last month renting with them. We were told around 6 months ago (2 years into renting) that the market value of our flat had gone up, by £50 a month! But they were doing is a favour and will only put it up £25. Well done bluerow. So why is it now on the Market £75 less than what we were paying for it? Must be the sofa.... The staff are generally rude most of the time. They prefer to email you than talk to you direct. They ignore your emails or don't reply for days on end. Bluerow are our 4th agent we've rented with - by far the worst ever. Currently with Reid's rains... 2000% better service.
Good morning Richard, Thank you for taking the time to comment, it is important to us all feedback, good and bad. We are terribly sorry your experience has been as we would have liked you to experience. I will be looking in to all your issues raised and were area's of improve are found I will invest in further staff training to ensure your experiences do not happen in the future. We do attempt to ensure client expectations are managed within our remit, and contractual agreement with our clients. Please be aware Bluerow are not employed by our clients to take in deliveries, nor would our clients be expected to pay for out of hours delivery due to occupiers availability, in the main contractors would collect keys and enter with notice where possible. We are pleased to hear you are now settled in your new property wish you both all the very best in your new home.
1/5
GoogleSadly Bluerow have no interest in looking after tenants once they have your money. The property management via Gaynor is terrible. When I first moved in the flat had not been cleaned properly- I had to clean all the kitchen cupboards and remove debris from the dishwasher including tuna chunks and a twig to get it to function. Thereafter every issue I raised by email would wait ages for an initial response, if at all. Gaynor might email about something else and even if I emailed back within the hour and asked for an update on issues, suddenly there would be no more emails for months! An issue I had with my washing machine raised in December 2021 was not resolved even when I ended my tenancy July 2022. This is despite several emails with videos and photos to both Helen and Gaynor. It takes months for initial response by email - usually saying “is this still an issue?” (which it obviously is when they haven’t bothered to resolve it!) and further weeks until a contractor gets in touch, often they are promised but never arrive! On one occasion Gaynor told me someone had come to the property - either they let themselves in without my permission and didn’t fix anything or they didn’t come at all and she was lying… When I asked about it, I of course received no response until she wanted to know if I was going to continue my tenancy, with no comment on the above issues. From this I can only surmise that Gaynor is unable or unwilling to do her job and will lie about it as well. Various hygiene, health and safety issues about the building and its state of disrepair were simply “passed on to building management” and it was claimed any further action was not in the remit of the agents. As someone who has previously owned and let out property via agents I know that it is the responsibility of the agents and the landlord to liaise with management to get issues resolved! The building did not have secure doors, including the front door. This enabled individuals to sleep and urinate in the stairwells. One lift was out of order for the entirety of my tenancy with the other frequently out of service. Even if Bluerow don’t care about tenants surely they should want to keep the landlords property from damage, but ultimately the property management team come across as lazy and unhelpful. After I vacated the flat the team had the audacity to charge me for cleaning (it was cleaner when I moved out than when I moved in) and there was significant delay in even telling me the cleaning costs (and therefore returning my deposit) despite multiple texts in the interim asking about the council tax banding and wifi provider, which should have been known to them, as the agents. If you are a prospective tenant I strongly urge you to consider letting via an alternative agent.
5/5
GoogleThank you Helen and team for your first class service over 12 years - I think that says it all! Consistently helpful, reliable and highly professional as letting agents and more recently in the successful sale of my property. Would highly recommend their services. It has been a pleasure to deal with you. My very best wishes to you all.
Thank you so much for your lovely review, it’s been our pleasure to work for you over the many years and we we wish you all the very best. From all the Bluerow Team
5/5
GoogleLauren was effective and efficient . She followed up thoroughly, replied responsively and provided sufficient information. We appreciated much her friendliness and enjoyed working with her. Will surely recommend.
Tha k you so much for your kind words. Lauren and her team really appreciate you taking the time to write a review. We would be very glad to assist you again in your next property transaction. We wish you all the very best in your new home.
1/5
GoogleAbsolutely awful experience as a tenant under this agency. No compassion or empathy, lazy processes and very delayed responses via email. As a tenant they will try and suck as much money out of you as possible. £1,500 fee for administrative staff to click a button and re-advertise a property with out of date photos is shameful to charge, I don’t care what’s in your policy. I wouldn’t mind but a further £85 charged for a ‘light clean’ after already paying 1,500 despite the place being unclean upon entry and the wall left unpainted following a filling. I don’t like leaving negative reviews but maybe if you had more compassion for your tenants you’d of received a better one.
Hi Adam, Sorry you are unhappy having to compensate your landlord after you entered in to a tenancy, to then decide after a only a few weeks you want to be released from the contract. As you are aware you were merely paying for the landlords costs which he incurred by releasing you from your legal obligations. As you are aware they have no legal obligation to do so. As an agency, we use independent check in and check outs to ensure no biases decisions or opinions. As you were aware there was a difference between the way the property was given to you to the way you returned it. A clean where required as you returned it not as given to you. When you decided to end your contract we assisted and enabled it to happy through clear communication, as mentioned earlier you where in a fixed term and early release was not a an automatic right but we helped make that happen. We take great umbrage to a Tenant whom signed a tenancy, didn’t complete their contractual obligation and asked to terminate after a short time, asked for assistance to be released, which meant compensating the landlord for their costs incurred by releasing you at your request, you then hand the property back not as handed to you and then blame us for doing wrong. Truly unfair and hugely uncalled for.
5/5
GoogleWe want to thank Helen at Bluerow Homes for all her help in finding our first apartment in Liverpool! Helen was there every step of the way since we first applied to view the apartment, so friendly & helpful! We couldn’t have asked for a smoother process, thanks Helen!😁 Aoife & Darragh
Thank you so much for taking the time to review us, it really means a lot and we we wish you all the best you your lovely new home!!
5/5
GoogleThe team at Bluerow are amazing. I let my house through them for 8 years and I found them to be professional and proactive throughout. When I needed to sell they were sensitive to the tenants and managed the whole process wonderfully. I would strongly recommend Bluerow for sales and lettings.
Hi Shannon, thank you for not only your lovely review but for all the business you have given us over the many years which we have had the pleasure in working for you. You know where we are as and when you need us!
5/5
GoogleI recently purchased my first home through Bluerow and was overwhelmed at the service throughout the process. Lauren handled my case and dealt with me exclusively. Her communication was hyper efficient and attentive. I rarely waited any time at all for replies to queries, concerns or requests. Lauren acted, as I believe in my best interest at all times and would often chase and prompt progress on my behalf without me ever having to ask for it. I was frequently updated on progress throughout the sale and never left hanging. The professionalism and competence delivered through the agency services was truly not expected and a most welcome surprise. I felt truly looked after and in the very best hands for the exchange. I would highly recommend Bluerow for any property sales needs and will, without hesitation use them should I require in the future.
Thank you so much for your very kind words. We really appreciate you taking the time to review us as a small wit really means so much to us. Anytime you require property assistance we would gladly help.
1/5
YellDo not rent from Bluerow!
Totally unhelpful team, especially Gaynor. Issues with my flat remained the duration of my tenancy. They would lie and say a contractor had attended (either the contracted entered without my permission and didn't fix anything or....) Do not under any circumstances make the mistake of renting from Bluerow! Much happier with my new agents who actually deal with issues in a timely fashion! It is really not that difficult for any decent agent to achieve!
5/5
GoogleFantastic estate agents, especially Lauren who went far beyond expectations to help get my very difficult sale over the line. Couldn't recommend them highly enough.
Thank you so much for your kind review, it really means a lot to us and Lauren
5/5
GoogleThankyou so much for all your help throughout the sales transaction.Lauren has done an amazing job from start to finish and I wish all the estate agents I dealt with, on a daily basis, were so responsive, professional and committed to getting the deal done. Jane
Thank you so much for your wonderful review. Lauren will really appreciate your words. Should you need any help in Liverpool again then please do not hesitate to contact us, we would be delighted to help.
5/5
GoogleI am very pleased and happy that i have cooperated with Bluerow home and especially with Lauren to buy a property. They know their job and they are very professional. They were always next to me to guide me on every issue all the way through. I just feel lucky that i have chosen Bluerow homes to buy my 2nd property in UK. Mbravo to all the team of Bluerow homes and especially to Lauren.
Thank you so much for taking the time to write such a lovely review. As a small business it means so much to us. We are very proud of Lauren and all the team and will be here to help you with the next stage of your property journey.
5/5
GoogleFollowing the recent sale of my property I can’t speak highly enough of the team at Bluerow. Despite constant delays throughout the process from the other parties involved, bluerow maintained fantastic communication and customer service …
Thank you Sean, it means so much to us, and especially Lauren, that you have taken the time to review us, as a small company it means a lot. Anytime you need property assistance we would gladly help! All the best from Bluerow team
5/5
GoogleThank you to the whole team, especially Lauren, Alex and Helen. Helpful, friendly team who would go out of there way to help. Would highly recommend after our recent completion.
Thank you very much for your kind review, we truly appreciate it. We hope you and your family have many wonderful years in your new home. All the best from everyone at Michael Moon
5/5
GoogleHelen and Lauren were exceptional during the purchase of our flat at Royal Quay they dealt with the vendor and the solicitors when I couldnt get any answers from them. From beginning to end they were on the case making sure it all went smoothly. N. Brown
Thank you so much for your kind words. We have loved working with you and wish you lots of happiness in your new home!
3/5
GoogleThey were all very kind and friendly. The issue was that it took 4 attempts to see the flat I wanted to see (3 of which were virtual viewings) due to BlueRow not having the keys, not having let the tenants know, not having sufficient charge on their phone and such. The more expensive flat, which I made clear I was not interested in, was however always available to be seen. Again, genuinely very friendly though.
Hi James, Our sincerely apologies we were unable to get you in sooner to the property, terribly sorry to have cause me you inconvenience. If you are still Looking for a property then please call us, our MD Helen, will personally assist you so please just ask for Helen. Again our sincere apologies.
5/5
GoogleLived in a property under Bluerow for a year - Gaynor was an absolute pleasure to deal with, no issues when moving in or out, deposit was returned promptly and no unjust charges were added. Would rent with them again in the future.
Thank you Matt for your kind words. We will certainly pass on to Gaynor. Best of luck with your onward move.
5/5
GoogleWe purchased a home and the owners were represented by Bluerow. Helen and her team were really lovely to us - fair, generous with their time, prompt in replying. The whole process went really smoothly. Without question we will Bluerow when we sell!
We hope you have settled in well and all is well with the new addition to the family. Best wishes from all at Bluerow
5/5
GoogleLauren helped me with the purchase and has been a star from the very first viewing right through to after completion. Highly recommend her!
Thanks for your lovely words Ben. It means so much to us!
5/5
GoogleI just wish to register my appreciation to Lauren and Helen. Bluerow placed my city centre apartment on the market in February 2021, and within three days and Lauren’s first viewing, identified a buyer, furthermore the sale completed today 21st of May. I found Helen to be very helpful during the process advising me on legal technicalities and just providing good, sound advice, due to the fact I had a tenant in situ. As a consequence, the timing between the tenant vacating and the sale completing was only 9 days. amazing! I’m very grateful for the service, and will not hesitate to use Bluerow to reinvest and encourage others to use should you want a professional, reasonably priced service. Peter M 👌
Thank you so much for the great review, it has been a pleasure assisting you with the sale of your property. We would be delighted to assist you again should the opportunity arise.
5/5
GoogleBig thanks to Helen & Lauren for handling the sale of an investment property in the city centre for me. Fantastic service throughout!
Thank you so much for your kind review, it’s been such a pleasure to assist you, you know where we are for when you need us in the future!
1/5
GoogleThe worst experience I have ever had with a letting agency. Poor quality of every service they offered, from the initial viewings to the final check out. Inefficient maintenance management that has turned a potentially nice apartment into a place we had to leave due to important unfixed problems (existing since our check in and still unresolved after 1 year of chasing them). Lack of professionalism in dealing with any issues and very difficult to communicate with them. Every step of this tenancy has been a pain. We have definitely learnt that we have to consider carefully also the agency, among the other criteria, the next time we will choose a new home.NegativeResponsiveness, Quality, Professionalism
Thank you for taking the time to leave a review, however I have to dispute the claim that you were making for the following reasons; one you mentioned you left due to the unfixed maintenance problems within the property however that is not correct you asked for early release of a fixed term agreement (which did not have to happen) due to the fact that you were relocating with your employment, we spoke and negotiated with your then landlord the feasibility of doing so, which bear in mind was the start of lockdown meaning it would have been much more difficult for a landlord to relet the property. As you are aware we did our upmost for you which meant it was agreed that you would be allowed early release on the condition we find a suitable replacement for you and you return keys, we managed to find a suitable replacement and during lockdown! you were therefore allowed early release AND refund of rent for the days in which you where no longer responsible for the property as the new tenant had taken up occupation. May I point out this was arranged through agreement we did not have to release you from a fixed term tenancy but we would like to help our tenants where we can. The second point you make regards inefficient maintenance management with outstanding jobs, again I dispute this there was a Job which could not be resolved as the cause was outside the landlord leasehold repair responsibility as it was an issue with the building in which is apartment is based, unfortunately this is outside the landlords and therefore outside is our remit. I’m sorry if you felt this was inefficient it was merely out of our control, this was advised to you at the time, if we had have been in our control rest assured we would have had it attended to. When you left the property and surrender was agreed subject to suitable tenant moving in and keys being returned however, you did not uphold your requirements as you then posted the keys again bear in mind it was during lockdown which were never received for over three weeks rather than charge you for not returning the keys at that time and having all the locks changed we were able to do a temporary solution, meaning new tenants could still move the new tenants by using other fobs which we had and able to get keys cut which again was assisting you, had we have had all the locks changed you would’ve been charged for said locks, it just meant that you had to wait a little bit longer for your deposit to be released to you as we had to wait for those keys to arrive, technically no key return = no surrender as such we could have charged you additional rent, I point out we did not we tried to assist where possible, which also meant on two occasions I had to drive 16 miles to where you believed that they had been delivered, only to arrive and it was closed the location was not open at all during lockdown, I feel we went above and beyond given the circumstances and I feel your true disappointment was due to you feeling you had left the property in a condition without requiring works, which sadly was not the case. As you are aware we have independent checkouts, the report confirmed we needed some cleaning work doing as it was not to standard expected and cleaners were needed. You where charged a nominal amount and deposit release and over payment of rent returned. We wish you well in your new home and wish you all the very best in your new work place.
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