Trusted Agent profile · Liverpool
★★★★★
548 reviews across 2 platforms
21, Allerton Road, Mossley Hill, Liverpool, L18 1LG
Move Residential's office in Liverpool, at 21, is rated 4.2 out of 5 across 548 reviews on two platforms, including 144 Google reviews rated 3.5.
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Every review we hold for the Liverpool office, from every platform, shown as written. First names only.
5/5
TrustpilotOur house sale has been a complex one.
Our house sale has been a complex one.Move have been a great help throughout the process. We have used them for all three of our house sales. Jenni is a particular pleasure to deal with, always helpful and positive.
Hello,Thank you so much for taking the time to review us. We really appreciate your kind feedback and wish you all the best in the future!Kind regards,Team Move Residential
5/5
GoogleReally professional patient and understanding and helped when really needed it thank you
Thank you so much for your valued Custom, I will pass on your kind words to the team. If we can be of any further assistance, please do not hesitate to contact us.
5/5
TrustpilotExcellent staff and many thanks Holly…
Excellent staff and many thanks Holly and your team who all helped.kept me up to date asap when needed and chased things up promptly and sold house quickly to a buyer on their register and got my price so thanks again
Hi Stephen, Thank you so much for taking the time to review us. We really appreciate your kind feedback and wish you all the best in the future! Kind regards,Team Move Residential
1/5
TrustpilotI pity the seller
After no reply to my enquiry via Rightmove, I rang direct. Could only leave a message which generated no reply until chased more than once. The agent who eventually rang had not read my email queries.The property was listed as ‘detached’, which it was not. I went into the office to point this out and the advertisement was changed immediately. The property had been on the market for sometime at that stage.The floor plan shows no windows nor stairs. It shows the family bathroom opening off the en-suite, which is wrong.No sign on the plan of the two steps down and two steps up, across the top of the stairs, between bathroom and 2 bedrooms. Kitchen described as, ‘a generously sized kitchen diner’, would just take my small kitchen table (measured) but no room to sit round it and would itself also impede access to the kitchen.Utility room is a passageway. Not shown on photo because there is no lightbulb so it could not be photographed. I asked for this to be rectified before my second viewing. It was not. Expecting this, I had taken a torch.On my first visit the lad with keys couldn’t remember how to let us in past thd licked gate. I had to suggest he go back into the house and let us in after I rang the bell at the gate. Getting out could not be achieved by this method but at least that sent the young lad back to his paperwork to realise he had been using the wrong code. He had no paperwork, knew nothing about the property and could not access the garden (a significant selling feature of the property). This was repeated on my second viewing when I then rang the office. They then rang their colleague to tell him where the keys were so that we could see the garden.At no point following my second viewing has there been any contact from Move agents to ask me for feedback or whether or not I was interested. They cannot, therefore, pass on to the owner the problems which will almost certainly mean that this property is overpriced. The written description is in estate agent-speak. It is a lovely property but with drawbacks. Poor representation by the agency will not help ig sell. The seller mate will be advised to change agency and find people who can be bothered to do the job properly.I will not consider properties marketed by them.
5/5
TrustpilotBrilliant Estate Agent
I just completed my first home purchase with Move Residential today and feel compelled to give them a glowing review. I had a terrible experience previously trying to purchase a house so I was very nervous 2nd time around but this time everything went smoothly, nothing was too much trouble, no question a stupid question and they instantly put my mind at ease. The whole team were fantastic from start to finish and they were genuinely happy to see me on the property ladder it was not just about a sale for them they really care about their clients which is so refreshing! I used their in house mortgage adviser too and he was also really great! Thanks so much for helping me get my first home it means the world to me!
Hi Lucy,Thank you so much for your fantastic feedback. We are very pleased to hear that you had a great experience working with the team and that you felt supported throughout the whole process. We wish you all the best in your new home!Kinds regards,Move Residential
5/5
TrustpilotUn "Grand Merci" to Move Residential…
Un "Grand Merci" to Move Residential from start to finish. The team managed to sell our property within 10 days . A Massive Thank You to David for his professionalism. I cannot thanks Lee enough for all the correspondences and referrals needed alongside the house move ! Highly recommended
5/5
TrustpilotPositive experience with Move…
Positive experience with Move residential. We sold our house and bought our new house with them, the team at Heswall delivered a great service form start to finish. A special mention to Jenni and Scott for helping push everything through quickly despite some issues cropping up, I am sure this happens with most house moves. Overall a happy customer!
1/5
TrustpilotWholly unprofessional, no respect for renters whatsoever - avoid
Unfortunately my experience with this letting agent has been one of the worst I've had. After viewing a rental property and putting forward an offer, we were told the landlord had accepted our offer and were instructed to pay a holding deposit (on a Friday). Monday rolls around and we were provided with the pre-registration forms which I filled out and signed. A couple of hours later, the rug was pulled from beneath us and we were told that another party had made an offer which trumped ours, despite us being told the property was off the market and we had been selected as the tenants (we were even congratulated in the email, to add insult to injury). We were informed that the landlord would only 'honor' our agreeement if we paid an additional 100 pounds per calendar month. At this point we felt completely backed into a corner as we had begun plans to move into the property. Despite Move Residential's argument that they had a 'legal' requirement to show the landlord all offers, it's quite clear that they decided to operate under a shady legal grey area in order to squeeze as much money as they could out of the letting instead of doing the moral thing and honoring the agreement that was made. Opting to try and present the offer of paying an increased rent pcm as a favour to us is extremely disrespectful. In the end we decided to have our holding deposit refunded and forfeit the letting as we did not want to have to deal with their shady business practices for a whole 12 month contract. You can argue legalities of the situation as much as you want - it is clear that this company has no respect for their prospective tenants and for that reason I would advise anyone to steer a wide berth of Move Residential.Whilst Move Residential want to ensure it's known their 'communication was transparent and fair', this is not what I'm taking issue with. The issue lies with taking payment and leading a tenant to believe they've secured a property before attempting to gouge a higher price. As per the information on Citizen's Advice: "Once you’ve paid the holding deposit you have 15 days to sign a tenancy agreement. The landlord or letting agent can't rent the property to anyone else in that time without offering it to you first." Again, I'm not arguing the legalities of whether this was a suitable action in the eyes of the law, but instead venting my disgust with their practices as a company, which I'm well within my rights to do. I believe this is very clear in my review and any attempts on their behalf to convince that this is 'standard practice' or a part of their 'legal and moral obligations' are thin on the ground. Their response makes it very clear to their prospective tenants that the landlord will come first and I'm glad their response shows their intent clearly and hope this will guide prospective tenants to stay away: "Our job as agents however is to achieve the best possible price for our clients whilst ensuring that the any potential tenants are suitable." All the best in your future endeavours.
Hi Shaun,We are really sorry that you feel this way and we are really disappointed that you were unable to secure the property you selected on this occasion; but can see that the refund of your full holding deposit was processed as soon as we received your bank details and prior to the landlord proceeding with the higher offer.Unfortunately for tenants, we find ourselves in a highly competitive market. With a lack of properties available for rent we have an extremely high number of potential tenants for each property, and we are finding that this can naturally drive the price of properties up beyond the asking price. We appreciate that this can be frustrating and do sympathise with your situation. Our job as agents is to achieve the best possible price for our clients whilst ensuring that the any potential tenants are suitable and whilst we work hard to provide a positive experience for applicants as well as landlords sometimes landlords choose to move ahead with an offer leaving others disappointed.On this occasion, as we have explained to you, we had multiple viewings at the property you were interested the day you had your viewing. Multiple offers were made by tenants all hoping to be successful including your own and all of these offers were put forward to the landlord for their consideration. We do not make the decisions for our clients. The landlord initially accepted your application based on the information that was initially provided by each potential applicant and this was communicated to you - our congratulations were sincere so we are surprised that you would consider this to be insulting. In response to the news that their offer had not been selected another applicant that viewed the property on the same day as yourself significantly increased their offer and as such this was submitted to the landlord as per our legal and moral obligation to present all offers, we can see that this doesn’t sit well with you however this is not a shady practice this is an agents obligation. The owner of the property advised that he wanted to give you the opportunity to increase your offer as he thought this was the fairest thing to do so asked that we communicate this to you, he meant no disrespect, and nor did we we were just communicating their wishes so we are sorry that you felt this way as it was certainly not anyone's intention. As you made the decision not to increase your offer the landlord decided not to proceed with your application and your holding deposit was refunded straight away as per the regulations and he moved ahead with a different applicant as this made the best financial sense for them personally. We are sad that you have chosen to vent your frustration in this way particularly as all of our communication with you has been transparent and fair, but we wish you all the best in finding a suitable property in the future.
5/5
TrustpilotExcellent
Excellent service by Ethan and the team. Highly recommend them for lettings. Gave valuable advice and even sorted some remedial work at the property through their trusted contractors.
1/5
TrustpilotHard work, difficult to deal with, unprofessional and rude
My honest review of Move Residential is do NOT use them.We bought a property that was with them and it was honestly the worst service we’ve had of all the local agents, which was Bfl, jones&chap, Tatler and Hewitt Adam’s. Hewitt Adam’s team are faultless btw. Reason why people are advertising with MR is because they offer a cheap rate, there is a reason for this, they do not care!! The progression team should be called regretion, they do not listen to what u say and then when you say can you tell me what your going to say it’s completely different and they act like they’re doing you a favour with the rude attitude of “that’s just how it is”. That’s when you can get hold of them as they’re always “busy” never email/ return calls. I’m sad that I have to write this review as I disagree with the review culture but it needs saying as it’s people’s biggest purchase and they are messing/stressing people’s livelihoods.Seriously save yourself a lot of agro/trouble and don’t use them, or maybe MR could take on board the feedback and ask Jen and co to do more for their clients. Again I’m sorry I had to write this but it really needed saying. Thankfully we bought another property eventually and did not proceed any further with them.
Dear Mr McGregor,Thank you for taking the time to post your review, I would welcome the opportunity to address some of the points you have raised personally. We have looked through our system and can not find any record of you ever dealing with us. Perhaps you were registered in a partner’s name? If you could shed light on this, it would help me to locate your file. Unfortunately there is a culture of spam and fake reviews in our industry, therefore, if we can not locate your details on our system, we will ask Trust Pilot to remove the review. Within your review you state that you purchased a property through us, but then you go on to say that you actually bought through another agent. I take it there was an issue with the sale which meant that you did not see the transaction through? Understandably issues can arise when purchasing a property and in some cases these issues result in the sale falling through. However, unless we know the specifics of the case, we cannot comment accurately. It’s not uncommon for buyers to feel frustrated with the estate agent that they are buying from if an issue arises which means that the transaction does not complete, however it is in our best interest that we keep sales together and we will therefore do everything possible to limit sales not successfully completing. You go on to say ‘Reason why people are advertising with MR is because they offer a cheap rate, there is a reason for this, they do not care!!’ I take umbrage with that statement, you have incurred no fees as you were dealing with us as a buyer. How can you, therefore, fairly and justly substantiate such claims that people advertise through us because we are cheap, and that we do not care. I will ask Trust Pilot to remove the comment because it is not based on direct experience, but instead it is a sweeping opinion and is, in fact, liable.Move Residential does not receive a penny in commission until a sale completes, therefore it is in our best interest to ensure that the process is as swift and as uncomplicated as possible. Even through these difficult times we have been able to continue to successfully complete on hundreds of transactions a month receiving glowing feedback from sellers and buyers. I can assure you that we do care, which is why we work longer hours than any of our competitors to ensure that we can be available when our clients need us. Mr McGregor, we do take the time to read through our reviews on a regular basis, in order to use them in our continued training processes, using constructive feedback to grow as a business. Therefore if you would like to give me a call on 0151 342 0999 I will be more than happy to discuss the specifics of the case with you and try to address any real concerns that you have with Move Residential.Kind RegardsGethin PhillipsBranch Manager
1/5
TrustpilotVery poor experiences - Seller Beware!
(Updated to confirm that the below is in relation to our experiences with Move Residential - Allerton)My partner and I are experienced buyers. Between us we have purchased about 16 properties in recent years and therefore we know as both buyers and sellers what makes a good agent.All agents are experiencing a boom at the moment and for many sellers this is fantastic. However, from a buyers perspective we have genuinely been horrified at how unprofessional Move Residential have been.By way of some examples: Putting us on 'mute' but forgetting to mute us whilst they were conferring with another colleague and then openly lying to us about a conversation we overheard; cancelling viewings last minute without any reason or adequate notice; pitting buyers against each other and inflating offers and the number of potential buyers that have seen a property; poor administration such as having incomplete or inaccurate records about a sellers position; and having very inexperienced 'agents' show buyers around a property.On multiple occasions the 'agents' have been very young (not always an indicator of unprofessionalism but has been in our experience with MR), with no interpersonal skills whatsoever, no information about the property they're showing and very little knowledge of the marketing or the buying/selling process in general.My advice to all sellers out there, consider using one of the agencies where you can show prospective buyers around yourself. We have seen over 30 properties in our recent search and our best experiences have been with owner occupiers who have the answers to your questions.
Dear August, Thank you for taking the time to leave a review. Judging from the review that you have posted, one would assume that you are investors of some description. By the very nature of the properties that you will more than likely be viewing, they are generally going to have sitting tenants in the properties and access to said properties can be unbelievably frustrating and problematic. We have no reason whatsoever to cancel viewings last-minute without any good reason for doing so. Whilst I accept that this can be frustrating and I sympathise with any inconvenience this may have caused, this will no doubt be down to factors beyond our control. Given how experienced that you claim to be, surely you know what the property market has been like since lockdown restrictions were eased last May and estate agents were able to trade again? To say that we pit buyers against each other couldn't be further from the truth. Unfortunately for buyers, we find ourselves in a market which is favouring sellers heavily. With a distinct lack of properties coming to market and an extremely high number of buyers for each property, we are finding that this is organically driving prices up beyond our control. Again, I appreciate that this can be frustrating for you but our job is achieve the best possible price for our clients and this what we, more than any other agent in Liverpool, have a proven track record of doing over the last ten years plus. Having checked our records, I cannot actually see that you are registered with ourselves so I would be very keen to discuss the specific problems that you have had with Move Residential and the dates and times that these incidents have taken place. You can contact me directly on the number below if you wish to discuss this in more detail. I look forward to hearing from you. Kind regardsNeil ScottSales Director07584 212286
5/5
TrustpilotFantastic Letting Agents for Landlords
I have been letting out my rental property now for 10 years, 8 of which have been fully managed with Move Residential. They have always been great from finding me the ideal tenants in super-quick time to managing the property throughout all of my tenancies. Any issues that may arise are dealt with efficiently and I have always found them extremely helpful and friendly. A special mention and thanks needs to go to Ethan who has gone above and beyond recently. He is someone you can count on to get things done when you need it. It was literally a matter of a few days between receiving notice from my previous tenant to finding new tenants. It was vacant for less than a week which is exactly what you want as a landlord.I can't recommend them enough.
5/5
TrustpilotHeswall team
The team in Heswall, Wirral were all excellent. They were polite, efficient and kept us informed throughout the process from initial contact to completion of our sale.
5/5
TrustpilotAmazing service and great people…
I have to say moving house can be stressful however we bought the house throw move residential, I can honestly say fantastic right throw the process constant updates and feedback and nothing too much trouble. Jenna (I hope spelt it correct) has been amazing and a credit to the company. Again honest updates on time and you just felt in safe hands when dealing with her. I honestly can’t recommend this company truly amazing.Thanks to the whole team,Neil Nicki
Hi Neil,Thank you so much for taking the time to write a great review. We are very pleased to hear you had a fantastic experience working with us and wish you all the best in the future! Kind regards,Move Residential
5/5
TrustpilotI can't praise Move highly enough
I can't praise Move highly enough. I used them twice in the past and came back to them for this transaction because, based on that past experience, I knew they would provide an excellent service... and they have! Nothing is too much trouble. Jack kept me updated throughout and was always available for advice. I can recommend Move without reservation.
5/5
TrustpilotFinding out forever home
I have recently moved house and was lucky enough to fall upon Move Residential as one of my estate agents. They handled my purchase and thank goodness they did! Jenni Mitchell in the sales team really looked after us. She managed all negotiations expertly and her commitment to great communication throughout was second to none. She really did make the whole process manageable as it was not straight forward at times. She helped to relieve stress at all stages and continues to support us with the move after moving date. Thanks a million Jenni and Move Residential; you helped us find our forever home. Highly recommended.
Hi Catherine,Thank you so much for your fantastic review and for your excellent feedback on Jenni from our Sales Progression Team. We are so pleased to hear you have found your dream home and wish you all the best in the future!Kind regards,Move Residential
5/5
TrustpilotExcellent experience buying my first house
I bought my first home through move residential, I expected it to be a really difficult experience after hearing horror stories but Alec and his team made the process so easy. I cannot thank you enough, I will definitely be in touch when I’m ready to sell.
5/5
TrustpilotSelling my house with Move Residential…
Selling my house with Move Residential has been the best decision I've ever made, they are professional and got it done so quick and painlessly even when we're in the middle of a pandemic, I'm very impressed with them. I especially want to shout out Megan, who was always lovely to deal with and kept me updated throughout the process, making it a nice smooth sale. Thanks also to Wes and Liam for getting the ball rolling. I would highly recommend their services and if I need an estate agents again I will be contacting Move! Thanks, Esha
Hi Esha,Thank you so much for taking the time to write a review and for your excellent comments on the recent sale of your home. We really appreciate your feedback, especially regarding Megan, Wes and Liam, and wish you all the best in the future!Kind regards,Move Residential
1/5
TrustpilotHaving dealt with a number of different…
Having dealt with a number of different rental agencies around the country, I can honestly say these are by the far the worst I have ever had the misfortune to come across, and I have come across many. Behind the charade of faux politeness is sheer incompetent two-facedness. Incompetent because they frequently showed a misunderstanding of how the deposit system works, and two-faced because they'll say anything to placate you to get you off the phone.My story: having claimed a deposit back from the DPS in mid November 2020, I heard nothing from either Move or the LL for two weeks. Upon contacting Move by email and phone a number of times to chase this up, it became apparent that they had simply not bothered to action it (the DPS assured me the automated request had been sent to Move). No apologies at this point from anyone. A few conversations later and I was assured that the agency had reached out to the LL for comment about the claim. It is at this point I spent probably the best £10 I've spent in a while getting a statutory declaration witnessed for a single claim. If you are having trouble with Move not acting with any kind of urgency, I strongly advise this as a course of action.A month down the line, the (equally inept) LL disputed the claim and demanded damages, apparently undeterred by having no record of the property condition at check-in or check-out.Now this is where it gets interesting. Not wanting anything further to do with the matter, Move claimed they had no responsibility for managing disputes, despite being the named party on the deposit in the DPS system, and that I'd have to resolve it with the LL. This realisation comes over a month later from the initial claim. A month and several hours of my time.To formally attempt to shirk any responsibility, they later request that I remove my single claim so that the deposit can be moved to the LL's personal DPS account, apparently oblivious to the fact that this would've reset the timeline back to day zero when the claim was first made, and force me to wait, like previously, for whenever the LL decided they wanted to fulfil their obligation as a respectable landlord, possibly taking another month (mandatory 14 days + statutory claim period). Why now? Why not when it became apparent weeks before that there was a dispute? I refuse, although I wouldn't have had that an an option if I hadn't had filed the single claim. Best. £10. Ever.I received my deposit back today, two months after I left the tenancy. No apologies, nothing. Probably won't recover the brain cells used talking to these jokers though.TL;DR don't do it - use another agency.In response to reply:- "which led to a dispute which was resolved using the DPS arbitration service". It wasn't mediated by the DPS. The LL rejected use of the DPS arbitration service. I had to file a LoI to get my money back.- "..providing you with a further copy of your tenancy agreement". I rang up and requested this to be told I would be emailed it after the call. I did not receive it, and no, it didn't go in my junk. It took me a little under 2 months and a lot of stress to get my deposit back. Two weeks of that was owing to you failing to even inform the LL that the deposit had been requested back in the DPS online portal. I didn't get an apology at the time for that either, just an acknowledgement.I don't have anything further to say to your lettings office, only that if you had wanted to show some degree of care about this complaint you probably would have called me. Says it all really. "You ring us".
Thank you for taking the time to provide your feedback; it is valuable to have the opportunity to reflect on ways to constantly improve. We would like to apologise if you feel you have had a less than positive experience as we always work hard to provide the best possible service. Having looked at the history on file, we can see that we advertised the property you lived in on a tenant find only basis for your landlord. We actively protected your deposit for you in a government backed scheme to ensure both legal compliance and that your interests were protected and provided you with details of the deposit scheme, prescribed information and deposit scheme terms and conditions at the beginning of your tenancy agreement, so you had a comprehensive understanding of the process and where your deposit was held.Your landlord made the decision to manage the tenancy personally, with direct contact with yourself, so we were not involved in any way with your check out inspection or deposit dispute. Unfortunately, we are aware that you and your landlord had a different prospective on how the property condition was left at the end of the tenancy which led to a dispute which was resolved using the DPS arbitration service. Our records reflect that the team tried to support you with the process as far as possible, prompting your landlord to engage with you directly and providing you with a further copy of your tenancy agreement and details on the deposit scheme however we had no input in the decision making process or associated timeframe.Move Residential provide a detailed third-party inventory when we are managing a property and complete a detailed check out report against this when a tenant vacates to ensure that there is clear evidence of any points of difference to support any claim that is made. In this case your landlord did not opt for this comprehensive service.We have passed your review to our lettings office as this platform is for our sales department, however if you would like to get in touch with our dedicated lettings and property management team on 0151 734 6688 they would be more than happy to talk to you about your experience personally. Many Thanks
5/5
TrustpilotSales Service
In what is a difficult time for the housing market Move Residential did sell my house for me, working with jenny Thomas (sales negotiator) was the real difference with excellent communication, help and guidance from Jenny the sale went through I would recommend Jenny to any prospective clients
2/5
TrustpilotTerrible Customer Service
We applied for a property to rent in November with a move in date of 15th December. We paid our deposit to secure the property and started our preparations to move.We still haven't moved in.The landlord/owner is still in the property as there is a problem with the property she wants to move in to. I have to phone repeatedly to get a response from the lettings team, they are doing nothing to keep me informed. They constantly tell me they'll call back but I have to chase again to get a response. Dreadful customer service, they don't seem to care that we are a customer left in limbo and just give empty promises.
Thank you for taking the time to provide feedback on your experience; we really appreciate the opportunity to review and improve our service and constantly strive for better.We completely understand that delays can be frustrating, and we can see that this situation is a difficult one given the owner of the property you have applied for has not been able to move to their new home yet due to factors beyond her control. These are unprecedented times and although we are not handling the purchase, we have been assured by the landlord that it appears to be moving in the right direction.Our dedicated lettings team have taken on board your observations regarding updates and will work hard to meet your expectations in this area moving forward.Many thanks and best wishes
5/5
TrustpilotJust recently moved house during this…
Just recently moved house during this very difficult COVID period. Move provided exceptional service throughout. All the guys in the heswall office have been fantastic, I cannot thank them enough for the way they handled the whole process. I always found the whole team friendly and accommodating. Jenny in completions has been a revelation. We were in a complex chain of 5 and were beseeched with solicitor issues. Jenny managed to bring all the parties together and obtain the completion date we all required. I cannot fault this estate agent, best experience I have had by far. I wish them all future health and happiness.Best regardsMike Payne
Hi Mike,Thank you so much for taking the time to write a review and for your fantastic comments on our customer service. We really appreciate your feedback, especially regarding Jenny, and wish you all the best in the future!Kind regards,Move Residential
1/5
TrustpilotWould not recommend at all based on my parents experience
The estate agents did virtually nothing for their money as they only showed round one viewer. My elderly parents were verbally told 0.75% but were then charged 1%. On the contact the % part was crossed out but the estate agent claimed (when my parents queried the fee once the house sold) that the line was a “1” at a steep angle, not a crossing out. My 81 year old mother felt threatened into paying after threats of her being persued for interest. We are investigating options around challenging this via the ombudsman. Essentially my parents experience was that the estate agents were friendly until the dispute about the fee and were then very unpleasant.
Dear Mrs Rowbottom,Thank you for posting your comments.We always welcome feedback as it not only helps us to better our service, but it also makes us stronger as a company. However, in this case, I am left with no option but to defend the integrity of our company and my staff as your comments do not represent the facts of your parents’ transaction. I must address your opening comment, ‘…the estate agents did virtually nothing for their money.’ On 25th July my senior valuer attended a market appraisal appointment at your parents’ house. During the appraisal we advised a marketing price of £550,000. Your parents were surprised at how high our appraisal was as it was above other figures given by our competitors, but we assured them of our confidence in achieving this higher price given the fact that we had just sold a similar house locally. Our fees were not discussed during the appointment as your parents were still deliberating their relocation plans. We left the appointment informing your parents that we had a specific client in mind, who we knew would be interested in viewing, so to please call when ready. Over the course of the weeks that followed, we maintained contact with said client and assured them that if the property became available, then we would prioritise their viewing.A few weeks later your parents contacted us to say that they wished to go ahead and put the property on the market. At this point our valuer revisited their property, ran through our terms and conditions and presented a contract to them at 1% and explained that our fees are in some cases higher than our competitors because we specialise in achieving the best price for our clients, and this is reflected in the fee that is paid. The contract was signed in the house and your parents were happy to proceed. We immediately went back to the client that we had been staying in touch with, and she was keen to view. We advised the client that we had a number of buyers on our books who were interested, and therefore we suggested she viewed without delay. As we suspected, the client was very keen to secure the property, and therefore we suggested that in order to do so, she should offer over the asking price to secure exclusivity. We were able to secure £5,000.00 over the asking price.The sale completed at the end of January. We have been handling this sale for almost 6 months, including communicating with all parties’ solicitors, estate agents and clients within the chain. Your mother contacted our office during the process to complain about the amount of time that it was taking to complete due to an additional related sale being included within the chain. After investigating, the related sale was found not to be holding the sale up as your mother’s enquiries were not fully satisfied at her end. Due to the stress involved for your mother, I personally communicated for a few weeks with her son to ensure that she could focus on her own personal house move. I made calls on my personal mobile number to her son over the course of 2 weeks to ensure that your mother was not disturbed and to ensure that the lines of communication were kept open. Her son was always exceptionally appreciative of the updates.I must go on to also address your comment, ‘My 81 year old mother felt threatened into paying after threats of her being persued for interest.’After completion we received confirmation from your mother’s solicitor that she wasn’t happy with the fees, as she was under the impression that she was being charged 0.75%. I personally called her back to discuss the matter with her and she advised me that she was sure that she had documentation from us quoting 0.75%. I asked her if she could send this to me but she said that she had lost the paperwork. I sent her the signed contract stating 1% and your mother simply said to me that I have a problem with my eye sight if I think that says 1%. She then asked me if I was calling her a liar and asked why I would take the word of a member of staff over her. I took the time to advise your mother that I have worked with this specific valuer for over 7 years and I know him to be one of my most esteemed colleagues; he conducts himself with great integrity in all aspects of both his working and family life; however, it was not a case of choosing whose word I believed, as I held a signed contract for 1%.I then went on to advise your mother that if she was unhappy with the fact that we had achieved £5,000 over her asking price and had worked tirelessly for 6 months to ensure we reached a successful exchange and completion, then she should take the matter up with The Property Ombudsman after following our complaints procedure, however the fee needed to be settled immediately. I was not aggressive, nor was I threatening. Normally my staff would have dealt with your mother’s fee query, however because I had a good relationship with your mother due to our earlier communication, I decided to call her personally as the company owner. To then claim that I was aggressive and threatening because I would not reduce my fee is exceptionally disappointing to hear. I am afraid I simply don’t agree with your comments surrounding this case. From start to finish our company has represented your parents both strongly and fairly, and have achieved over the asking price for their property, all during some of the most testing times that we have ever seen.I am sorry that you and your parents can not see the value in what we have achieved for them, and you have felt the need to publicly voice your opinions. I don’t agree with your points and your review simply does not represent the facts which is why I have taken the time myself as one of the owners of Move Residential to reply to you directly.If you or any of your family wish to discuss the matter further then you all have my personal mobile number which was given to you in good faith during the sale process.I would like to take this opportunity to thank you for choosing us and from everyone at Move Residential we wish your mother and father the very best for the future, and we hope that they are keeping safe during these difficult times. Kind regards,Kevin CrickettDirectorMove Residential
5/5
TrustpilotGot our sale and purchase over the line against all odds
Sold and purchased house with Moveresidential during lockdown.The lads in Sales alll work really hard and give great advice to help us acheive our sale for a good price and help us get our offer accepted on our purchase as quickyl and stress free as possible. Alec in particular is worth a name check as being someone throughout who kept us informed and reassured and brokered the agreement of us buying our dream house like a real Pro!!Of course the buying and selling is the fun bit it's at completion when the stress starts!!The only reason it ended up getting over the line was the hard work and dedication of Jen in completion.Kept our buyers informed and reassured throughout also helped marshall our overloaded and less than competent solcitors into doing their jobs.At the most stressful of times it was great to have such a competent estate agent in Jen to keep everything moving.I do think if there was such a thing as estate agent top trumps Jen's card would be the one you make sure you always deal to yourself before a game begins. Her level of friendly banter is top drawer also!!Well done move keep up the good work!!
Hi Peter,Thank you very much for taking the time to write a review and for your excellent comments. We really appreciate your feedback, especially regarding Alec and Jen, and wish you all the best in the future!Kind regards,Move Residential
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