Butler and Stag London reviews

Thank you so much for your wonderful review and, most importantly, for your continued trust in Butler & Stag over the past six years! It means a great deal to hear that you wouldn’t consider using anyone else to manage your property. We’re incredibly proud of the long-term relationships we build with our clients, and providing a reliable, personal and consistently high level of service is at the heart of what we do. We’ll be sure to share your kind words with the whole team, “stellar service” is certainly a compliment we’ll be smiling about! Thank you again for your loyalty and support. We look forward to continuing to look after your property for many years to come. The Butler & Stag Team 🏡✨

Dear Gabriel, Thank you so much for taking the time to leave such a thoughtful and honest review. We’re absolutely delighted that, despite the twists and turns along the way, you felt supported and listened to throughout the process. Having a buyer withdraw on the day of exchange is incredibly frustrating, so we’re pleased we could quickly get the property back on the market and secure a new buyer within four weeks. We really appreciate you trusting Rob, Bradley, Oliver and the team when it came to changing the price and sales strategy, and we’re glad we could work with you in a way that felt right for you. A special mention for Martine too, she’ll be thrilled to hear your kind words. Sales progression can be one of the most stressful parts of a move, and her patience, communication and understanding are exactly what we aim for. Selling a home is rarely straightforward, but it’s fantastic to hear that you would choose Butler & Stag again. Thank you once again for putting your trust in us, and we wish you all the very best with your onward move! 🏡✨ The Butler & Stag Team

Dear Daniel,Thank you so much for your review, we wish you well in your new home. Kind Regards,BUTLER & STAG

Dear Jai, Thank you so much for your kind review. George and Helga with be delighted with the 5 star feedback. Kind Regards,BUTLER & STAG

Hi Atau, Thank you for such a fantastic review, I'm very happy that we could offer you such a high standard of service when selling both of your properties. As you know sometimes their can be bumps along the way but glad we over came these and got them both sold for you. I wish you all the best in your new home. Kind Regard BUTLER&STAG

Dear Gina, Thank you for your kind review. So pleased that the team were on hand to assist. Kind Regards,BUTLER & STAG

Dear Atif, This is a lovely review, many thanks for taking the time to leave it. We have invested heavily in our management systems to ensure that any issues are dealt with immediately and our customer service levels for Landlords and Tenants are valued and appreciated. This makes for a happy and tenancy, breeding long term relationships and fewer tenant changeovers. I hope that we can continue our relationship for many years to come. Kind Regards, Neil Leahy Director

Dear Heidi, Thank you for taking the time to share your positive experience. We work hard to exceed the expectations of our customers and change public perception of estate agents. You were a pleasure to work with and we look forward to assisting you again in the future. Kind Regards, BUTLER & STAG

Hi James. Thanks for taking the time to write a fantastic review. We pride ourselves here on being reliable and effective, so its great that you first hand got to experience this. Kind Regards BUTLER&STAG.

Dear James, Thank you so much for taking the time to write such a positive review. We are pleased you are happy with the service you received and look forwarding to working with you again. Kind Regards, Neil Leahy Director

Dear Ismail, Thank for taking the time to post this- it means so much that the effort we take to deliver a great service to our clients and customers doesn't go unnoticed. Reviews like this mean so much to our team.

Dear Ross, Thank you for the review, we really appreciate it!

Thank you for the kind review and five stars. The team are delighted. Kind Regards,BUTLER & STAG

Dear Libby, Thank you so much for your wonderful review! We’re delighted to hear that Freddie provided such an excellent level of service and made the process of finding your new home as smooth as possible. We’re especially pleased that you appreciated his prompt communication and flexibility, particularly given the time pressure you were under. Understanding our clients’ individual circumstances and being available when needed is something we take great pride in. We’ll be sure to share your lovely feedback with Freddie, he’ll be absolutely thrilled to hear that you would actively choose to work with him and Butler & Stag again in the future! Thank you again for your kind words and for choosing Butler & Stag. We wish you all the very best in your new home! 🏡✨ The Butler & Stag Team

Thank you for taking the time to share your experience. We’re sorry to hear that you felt disappointed by our service. However, we do feel that the review does not fully reflect the wider context of the tenancy or the service we provided. We accept that there was an occasion at the start of the tenancy where our communication and process could have been better. A member of our property management team responded to the tenant without first checking the instructions provided by yourselves. We acknowledge that this should have been handled differently, and we have taken this on board. That said, we do not agree with the wider characterisation of the service provided. The tenant was fully referenced, passed the required affordability checks, paid his rent throughout the tenancy and, from our perspective, was a perfectly sound professional tenant who maintained the property to a reasonable standard. The request to change the rent payment date was a routine request, which was discussed and agreed with you. There was subsequently a minor calculation error in the final rent payment, which was identified when brought to our attention and promptly corrected with the tenant. We also disagree with the suggestion that there was significant negligence on our part or that the property was returned in a “horrible condition”. As with any tenancy, there was some wear and tear after a year of occupation. You subsequently chose to pursue the deposit claim directly, which went to arbitration, and the majority of the amount claimed was ultimately awarded to you. Throughout our dealings, we also felt that there were occasions where expectations of the service and the condition of the property went beyond what would reasonably be expected of a property management company. As first-time landlords, it was understandable that you had high expectations for your property; however, at times we felt that relatively minor issues were escalated considerably, creating challenges in managing the tenancy and our working relationship. It is also important to clarify that the tenancy did not end because of rent arrears, affordability concerns or any significant issue with the tenant. You chose to bring the tenancy to an end after a year, despite the tenant having complied with his obligations. Following this, you chose to re-engage our services to let the property again. We successfully found another suitable professional tenant at the asking price. The subsequent delay in referencing was caused by an external referencing provider, which repeatedly advised that the relevant referee was unavailable due to annual leave. We kept you informed throughout this process, but you subsequently decided to withdraw your instruction. We also made considerable efforts to manage the relationship and ensure that any concerns were dealt with constructively. Our Lettings Manager, Simon, personally took over the management of the property part-way through the tenancy, accompanied you on an inspection and spent significant time dealing directly with issues and communications in an effort to provide continuity and resolve concerns. We are therefore disappointed to see our overall service described as providing “little to no management”. We recognise that we made some mistakes and are always willing to learn from them, but we do not believe a one-star review fairly reflects the service provided, the successful management of the tenancy, or the circumstances surrounding it. We have deliberately not addressed every detail publicly out of respect for the privacy of all parties. However, we remain happy to discuss any of the points raised directly and provide further clarification where appropriate. Kind Regards, BUTLER & STAG

Dear Graeme,Thank you for taking the time to share your positive experience. We work hard to exceed the expectations of our customers and change public perception of estate agents.You were a pleasure to work with and we look forward to assisting you again in the future.Kind Regards,BUTLER & STAG

Dear Alma, thank you for your kind review, the team are delighted that you have awarded them 5 stars. Thank you for your business and we hope to work with you again at some point in the future. Best Regards, BUTLER & STAG

Dear Kate, Thank for taking the time to post this- it means so much that the effort we take to deliver a great service to our clients and customers doesn't go unnoticed. Reviews like this mean so much to our team.

Dear Marco, Thank you for the review. Glad we have turned it around. Wishing you well for the future.Kind Regards, BUTLER & STAG

Dear Olivia, Thank you for your review. I have investigated your complaint with the lettings team, as well as the property managers involved. They have explained that you secured the property without a viewing as you were moving from overseas. At the time, we explained the associated risks to this, as properties are usually let as seen, unless special requests are made during the offer process. On arrival at the property and seeing the property in person for the first time, you immediately raised several issues that you were not happy with. Cleaning, A professional clean was carried out just before you moved in, you have now seen the invoice for this. Bed & Mattress, They were both replaced within 24 hours of your arrival. Unwanted Furniture, Removed by our team within 24 hours of your arrival. Dishwasher, Unfortunately, this is an oversight on our part, you were given the wrong information and we have apologised for this. We have looked into the options of providing you with a dishwasher, but this currently isn’t possible to the layout of the kitchen. In summary of your complaint - you have been liaising with our PM team on a regular basis, therefore suggesting that you have been left unanswered for weeks is simply not true. We could have easily declined your interest in the property having not seen the property in person, but instead, our team have tried to accommodate your move to London which we understand securing a rental property in a competitive market is never easy. You have agreed to rent long term, this is not to be confused with a hotel or Airbnb style let. The property you have taken is a long-term rental for our client, and it is at their discretion how frequently they decorate the property and change their furniture, and this will always be reflected in the price. We hope you are settling in well and can enjoy the property and your time in London. Kind Regards, BUTLER & STAG