Trusted Agent profile · Newcastle Upon Tyne
★★★★★
367 reviews across 2 platforms
38 Acorn Road, Jesmond, Newcastle Upon Tyne, NE2 2DJ
My Property Box's office in Newcastle Upon Tyne, at 38 Acorn Road, is rated 3.7 out of 5 across 367 reviews on two platforms, including 148 Google reviews rated 3.3.
Tell us what you need and we'll put you in touch. My Property Box hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near Newcastle Upon Tyne.
Every review we hold for the Newcastle Upon Tyne office, from every platform, shown as written. First names only.
5/5
TrustpilotBrilliant service
Brilliant service, very helpful when looking for my property , recommend the company to others who are needing a property.
Thank you for your fantastic review, David! We’re really pleased to hear that our team was so helpful while you were looking for your new property. We really appreciate your recommendation!
1/5
TrustpilotAbsolutely awful company
If I could give them zero stars I would. They are the worst company I have had the misfortune in dealing with. Incompetent staff and non-existent communication skills from the very beginning. There are so many issues/examples of incompetence to highlight however due to a word limit I am only able to detail a few of the many issues.Upon viewing the property we called the office and paid the holding deposit to secure the property. The following day we received a call to check if we were interested in the property as they had other viewings booked...We received the inventory and contract two days before moving day. We were told that as work was being done to the property in those two days before we moved in, we would get an updated inventory. We chased this up numerous times to be told we wouldn't get an updated inventory as this was not the process, despite having an email to the contrary.The property was advertised as fully double glazed. It wasn't until we received the inventory two days prior to moving in that we saw it was only partially double glazed, something we did not pick up on in the viewing as we were shown around by the current tenant as the agent did not show up.When we moved in the recycling and waste bins were full to the brim with rotting waste and full of maggots which we had to empty and pay to be cleaned.Three days after moving in we reported the drains as blocked. This has been an ongoing issue for the duration of our tenancy with issues logged on 17th November 2020, 12th August 2021 and 31st October 2021.As the drain issue was never resolved it culminated in the drains getting so blocked that on 31st October the toilet became blocked due to the stack pipe up the side of the house being full of crap. Water was dripping out of the back of the toilet and water marks were visible on the ceiling below. This happened on a Sunday when My Property Box were closed. We logged this issue on the portal and sent an email to My Property Box. Following a call by us, Northumbrian Water came out to clear the blockage, luckily at no cost. My Property Box never sent anyone to check the bathroom floor for water damage but they did arrange investigatory work to try and resolve the drain issue once and for all. It only took almost a year.At one point early on in the tenancy when nothing was getting resolved I asked for the complaints procedure and was told this was on their website. Unsurprisingly there is nothing to be found on their website.20th November 2020, issue raised via tenants portal regarding animal sounds in the roof, a noise that woke us up in the early hours every single night. This was not resolved until 25th February 2021, when a bird's nest was found. We also found holes in the roof, discovered by us when investigating the source of the sounds.28th November 2020, issue raised for leaking radiator, not fixed until March 2021.October 2021, email received from the tenancy manager advising of a rent increase and asking if we wished to extend our tenancy for another 6 or 12 months. We advised that we accepted the rent increase but wished to remain on a rolling monthly contract. Two days later we received an email congratulating us on renewing our tenancy. We logged into the tenancy portal to see that they extended our tenancy for another 12 months, which we had to follow up to be corrected.14th October 2021 - my partner received a call to book in an inspection. He advised the staff member that he would need to check dates with me and asked for a call back. The male employee said 'it would be better if you called me as I will probably forget'...17th November 2021 - after the rent increase had come into effect, we received an email stating that My Property Box had not received the full rent payment and to pay the outstanding balance asap. This was a surprise to us as we’d updated our standing order with the bank and the money had gone out of our account. What wasn't surprising was that this was an error by My Property Box as they had not amended our rental amount on their system, which we identified when we logged onto the tenancy portal and saw we were £15 in credit, the amount the rent had increased by.22nd February 2022, we received a call from a different letting agency to advise us that they were taking over management of the property and this was effective from 18th February. My Property Box didn't even have the courtesy to let us know. At this point I wouldn't expect anything less from them.
Hi Hannah,Really appreciate you taking the time to write this detailed feedback, albeit bad, it gives us the opportunity to fix any potential issues and refine our service even further.This doesn’t excuse the service you received when applying for the property, but at the period you paid your application fee, we had some staff working from home rather than in the office due to Covid-19, it’s much easier to coordinate between team members while all in the same office and at times we may have doubled up on work and appear to have called you as an applicant twice. It’s also common for an existing tenant to conduct the viewing (we actively encouraged it to reduce the risk) while Coronavirus infections were high, however we’re sorry you weren’t made aware that we wouldn’t also be attending.Regarding the maintenance of the drains, this took longer to resolve than we would have liked. Unfortunately, as an agent we can sometimes find ourselves stuck between a tenant and a landlord and we’re only can able to sign work off which has been approved. As you’re aware this turned out to be a rather large job and while we’re glad this was eventually resolved, we’re sorry that you had to endure it for an extended period.Regarding the complaints policy, apologies if this was not as easy to find as you might have liked, the link is in the footer of our website https://www.mypropertybox.co.uk/complaints/ here it is should you feel the need to use it.We wish you well for the future and hope the house doesn’t throw up any further issues.Kind regards,My Property Box
1/5
TrustpilotI bought a property managed by this…
I bought a property managed by this company but felt they were too far away from the house and in fairness to my tenants I found a local letting agent who have been five star. Despite sending them my bank details for an outstanding payment I had to advise them again. How can they send a rental payment without a statement. Its now two days and still waiting for a statement and suspect there is an issue which they do not wish to share with me. Tried calling and referred to voicemail which is full.
4/5
GoogleHad a great letting experience with Jess and Lizzie. They were great with communication and getting back to me about questions I had. And also followed up with me to make sure things were in order after I moved in.
Thankyou for your review, I will pass your thoughts on to Jess and Lizzie. Kind Regards My Property Box
1/5
GoogleMost unprofessional company I’ve ever had misfortune of dealing with. Avoid at all costs. Do not ignore all those 1* reviews, though take any 5* reviews with a massive pinch of salt. It’s a pattern that whenever they get deserved 1* …
Thankyou for taking the time to leave us a review, we would appreciate the opportunity to learn more about what happened so we can address it with the team. Please feel free to contact myself directly at marie@mypropertybox.co.uk, … More
4/5
TrustpilotGeorgia Richardson
I had a tricky start when listing my house to sell with My Property Box due to staff leaving but then I dealt with Georgia Richardson who turned it all around. She was very friendly and professional and nothing was too much trouble for her. She was always quick to respond to my emails and kept me up to date with everything. I would definitely recommend asking for her to help with your sale!
5/5
TrustpilotGreat experience with My Property Box
Great experience with My Property Box. 10/10 customer service. I’d recommend.
Thank you for your fantastic review, Martha! We’re delighted to hear you had such a great experience with My Property Box and were happy with the customer service you received. We really appreciate your recommendation!
1/5
TrustpilotDisappointing service from Jesmond branch
My daughter moved into a rented flat along with 2 other students in Newcastle in September. It was managed by the Jesmond branch. It had a communal entrance accessed by a fob. When they moved in they were only given 1 working fob for the 3 of them, having been told one was broken and 1 hadn’t been returned from previous tenant. The company initially made no effort to provide them with another 2 fobs even though they had requested them. They were having to coordinate between them who had the fob each day -massively inconvenient. After a few weeks they were given instructions on how to use a telephone system to get in. It didn’t work reliably so that was no good.The estate agent kept saying it was the responsibility of the company who maintained the building and not them to provide fobs, whilst the maintenance company said they worked under instruction of the estate agent. It took lots of emails and telephone calls and then a formal complaint to get replacement fobs issued, taking over 2 months, which is disgusting service. In our experience they are incompetent and only work to complaint. I’d advise anyone else who has issues with them to keep a record of telephone calls and emails and if you don’t get your issue resolved satisfactory then make an in-house formal complaint first and if you are still not happy with the response then contact The Property Ombudsman. ( The complaints procedure is on the bottom of My Property Box website).
5/5
TrustpilotAbsolutely perfect service
Absolutely perfect service , very nice and professional people
Thank you for your fantastic review! We’re so pleased to hear you found the team friendly and professional. We really appreciate you taking the time to share your experience with us!
5/5
TrustpilotVery good experience so far
Very good experience so far , very proactive team
Thank you for your lovely review, Azhar! We’re really pleased to hear that you’ve had such a positive experience with our proactive team so far. We look forward to continuing to support you!
5/5
TrustpilotExceptional service from Amaan
Our lettings negotiator, Amaan, has provided us with exceptional service and used his initiative to find and show us round other properties that fit our criteria but were not on our radar. This helped us out a lot as we decided to go with one of these properties which exceeded all expectations we had. Their service so far has been very efficient and swift- Amaan has been very honest, upfront and effective in communications where he has been easy to reach.
1/5
GooglePlease avoid my property box at all costs. They are the most unprofessional company going and lie repeatedly. They rented us a property that was not fit for habitation (needles in cupboards, cigarette buts on the carpets, mouldy food in …
Thankyou for taking the time to leave us a review, we would appreciate the opportunity to learn more about what happened so we can address it with the team. Please feel free to contact myself directly at marie@mypropertybox.co.uk, … More
5/5
TrustpilotStaff at Property Box Newcastle - Jasmine Henderson.
We have not been particularly happy with My Property Box in Newcastle, however I did want to write to express our appreciation for Jasmine Henderson. She understood our concerns about past confusion in statements and the difficulty of actually getting help should an issue arise. Whilst other members of the team promised action but rarely followed up, Jasmine is quick to respond and always ready to help or advise. She is a real credit to the company.
5/5
TrustpilotFirst class service
We have nothing but praise for MyPropertyBox and all the wonderful, helpful and professional staff we dealt with. Right from the off nothing was ever a problem and they reassured us at every step along the way, making us feel like individuals and not just another generic house sale. First class service, we would not hesitate to recommend…. which we already have!Well done Nicola and team!
5/5
TrustpilotExcellent service from Andy buckle !
Thank you for your fantastic review, Connie! We’re so pleased to hear you received excellent service from Andy. We’ll make sure your kind feedback is passed on to him.
5/5
GoogleI had a Brilliant time dealing with this company but especially dealing with Geri during my renting process.She has a lovely personable attitude and she really removed any stress and dread I had from previous renting situations.I would …
Thankyou for your review, I will make sure Geri gets your feedback, its great to hear such good things about the team. Kind Regards, My Property Box
5/5
TrustpilotGreat customer service
Great customer service, nice staff.
Thank you for your lovely review, Daniel! We’re really pleased to hear you received great customer service from the team. We really appreciate your feedback!
5/5
TrustpilotLong term Tenant
I have been dealing with Jasmine Henderson from my property box (formerly groves) since February 2021. She is always so quick with her replies and always goes above and beyond to make sure any needs we have with regards to our property or just general enquiries are dealt with. Cannot fault the service I’ve received whilst being under my property box, everyone I’ve dealt with has been lovely but especially Jasmine who is always happy to help.
1/5
TrustpilotIV never delt with such a bad lettings…
IV never delt with such a bad lettings agent in my life threatened to evict me over a fabrication of rent refusing to accept the fact I have sent it and refused to do repairs since they took over the property
5/5
TrustpilotGreat service thanks!
Thank you for your lovely review, Camila! We’re so pleased to hear you had a great experience with us. We really appreciate you taking the time to share your feedback.
1/5
TrustpilotA Total Disgrace
A Total Disgrace, Jesmond Branch Prioritises profits Over Tenant Safety! I had an absolutely terrible experience with the Jesmond branch today. They don’t seem to care one bit about tenant safety! If Jeffrey Epstein and Diddy were landlords, I’m sure they’d be leaving glowing five-star reviews for My Property Box in Jesmond.
5/5
TrustpilotGreat Service
Very Professional! Big shoutout to Geri who was extremely helpful with the admin throughout, and took us through everything with care and understanding.
5/5
TrustpilotGeir sword
Geri was a superstar and felt as tho she showed a real personal care to our situation, my property box are fantastic !!
5/5
TrustpilotReview
Great service provider
Thank you for your lovely review! We’re really pleased to hear you’ve had a great experience with My Property Box. We really appreciate you taking the time to share your feedback with us!
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Tell us what you need and we'll put you in touch. My Property Box hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near Newcastle Upon Tyne.
