Lancastrian Estates Lancaster reviews

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

Great to hear you had a positive experience selling your home through us and we hope you are settling in to your new home 😊 …

So pleased to see the sale come together and quite quickly too. Wishing you all the very best.

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

So glad we were able to sell for you again and we wish you all the best in your new home.

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.

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

Very kind of you to say, wishing you the very best with your house sale

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.

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

I am very sorry you feel communication was not to your satisfaction as this is something we do pride ourselves on. As you will be aware there is a little more to this situation than you have conveyed in your review and as I am sure you will understand, we are bound by our clients instructions which you were informed of at the time. However, if you would like to discuss this in more detail, we would be more than happy to do so.

Thank you for your kind words. We are so pleased you love your new home and were happy with the service you received.

Thank you for your kind words and for taking the time to leave a review. We’re really pleased to hear that the service exceeded your expectations and that you found our team friendly, knowledgeable, and timely throughout. Your recommendation means a lot to us, and we’re always here if you need anything in the future. Best regards, Kevin Robinson

Thank you for your kind review and for sharing your experience with Matt. We're delighted to hear that his professionalism and extensive knowledge of the property market have made a positive impression on you over the years. Your high recommendation means a lot to us. If you ever need further assistance or have any questions, please don't hesitate to reach out.

Thank you for your kind words, I do hope you are very happy in your new home.

Thank you Charlotte and I am so glad you were able collect the keys on the date you wanted and thank you for the great review! Kerry.

Thank you so much for your kind words, glad we got there for you. All the best Kerry

Thank you for the review Stacie. So glad you had a pleasurable experience, especially with this being your first home. I hope you are settling in well. Kerry.

Thank you for your excellent review and for sharing your positive experience with us. We're delighted to hear that our communication, support, and efforts helped drive the purchase of your new home in Lancaster through to completion. Your kind words mean a lot to us. If you ever need our assistance again, please don't hesitate to reach out. Kevin

Thank you Les and we are pleased we exceeded your expectations. Wishing you all the very best.