Trusted Agent profile · Northumberland
★★★★★
679 reviews across 2 platforms
56 Queen Street, Amble, Morpeth, NE65 0BZ, Northumberland, NE65 0BZ
Rook Matthews Sayer's office in Northumberland, at 56 Queen Street, is rated 4.8 out of 5 across 679 reviews on two platforms, including 55 Google reviews rated 4.5.
Every review we hold for the Northumberland office, from every platform, shown as written. First names only.
5/5
TrustpilotVery professional experience
Very professional experience. Natalie was extremely helpful and a good communicator. I would recommend Rook Matthews Sayer and Natalie in particular.
Thank you so much Leo for taking the time to leave this great 5 star review. We really appreciate your recommendation and for highlighting Natalie to us.
5/5
TrustpilotAlistair has been supportive and in…
Alistair has been supportive and in touch throughout the process, going the extra mile chasing solicitors etc. Highly recommended.
Dear Chris, we're thrilled to know you would recommend our Mortgage Advisor, Alistair and to learn you have felt supported throughout the process. Thank you so much for taking the time to leave us a 5 star rating.
1/5
GoogleI travelled from West Yorkshire to Amble on Friday to view a property on Saturday morning. At 5.30 on Friday evening they called me to say it’d been sold that day! On contacting the seller (who I was already in touch with) the offer was accepted on Tuesday! Total waste of time, very poor communication from the agents, I really hope our new home, when we find it, isn’t selling through these!
Dear Jo, We are really disappointed to receive this review as we strive to give the best customer service across our company, which you can see from our 4.5 rating. We take all feedback seriously and investigated this further. Having spoken to the branch, we can assure you that although they were really sorry to cancel your viewing, they did act accordingly in regards to the offer. They passed the offer to the seller, which due to personal reasons they responded a few days later to say it was accepted. However the buyer then took several days to supply us with the legal documents needed to be able to mark the property as sold, as per the money laundering regulations that all Estate Agents must adhere to. They were aware however that, until we received these then other viewings could go ahead. It wasn’t until the Friday that the buyer gave us the documents and we were able to mark this property as sold subject to contract. We are sorry that you missed out on this property and we’d like to wish you good luck in your property search.
5/5
TrustpilotBedlington RMS Claire
Claire and her team were friendly yet professional throughout, from first coming to look at my property to completing its sale. All at a competitive fee. I would have no hesitation in using them again or recommending them to someone else.
Dear Gordon, we're so pleased to know that you would recommend us in the future. Thank you so much for leaving this 5* review for Claire and the girls at RMS Bedlington.
1/5
TrustpilotSTAY CLEAR, RENT FROM A MORE REPUTABLE COMPANY
My daughter picked up her keys for her 1st rented flat yesterday. They had assured her the carpets had been cleaned, yet they were rotten! My white socks came out black on the bottom when leaving! No end of tenancy clean had been done, i have photos and Videos at the state of the Place with dirt, dust, hair lying all over, a manky shower screen, toilet covered in urine and faeces! The fridge freezer is a shambles, and they are refusing to sort it out! The carpets need replacing never Mind a clean, but my daughter had said as long as they had been cleaned she would be happy to take it. They lied through their teeth saying they had been cleaned, made her sign the contract before letting her check! And surprise surprise they hadn’t been cleaned! Now they don’t want to know!Abysmal service!!
We’re incredibly disappointed to receive this review as you can see with our 4.8 star we pride ourselves in the service we provide. We can assure you this property had been cleaned by the landlord prior to the tenancy commencement. As a reputable letting agency, we wouldn't and have never forced anyone to sign a contract, all properties are viewed prior to an application being submitted and a holding deposit paid. Our lettings team have worked directly with the named tenant and landlord to rectify issues in the property since moving in. As per the inventory letter which is issued alongside the inventory, all tenants have 7 days from the tenancy start date to notify the property inspector of any issues they have found which are not already noted on the inventory. Any issues raised are dealt with accordingly, in some instances, tenant preference can override genuine repair or maintenance and as this is not a new-build property, having had tenants previously then there does have to be allowances for fair wear and tear. Rest assured that this is the reasoning behind our thorough inventory reports, to protect the tenant from unreasonable claims being made at the end of the tenancy by the landlord. Our team will always help with any issues and there was no difference in this situation. In the rarity that a tenant is extremely unhappy with the property despite viewing before submitting their application and signing the inventory, they can return the keys to the local branch, cancel the let and receive a full refund however this was not deemed necessary by the tenant.
5/5
TrustpilotRMS are truly an outstanding estate…
RMS are truly an outstanding estate agents. Their team work together and are committed to each and every customer. I have worked with many agents in the past, but none of these compare to RMS; they simply go above and beyond. Excellent team (thanks Nicola, Marslie and Jan).
Hi there, thank you for leaving our Whitley bay branch and specifically Nicola, Marslie and Jan a lovely review. We're so glad they were able to provide with 5* service and hope that you will continue to use our services in the future! Thank you again.
5/5
TrustpilotVery good service
Very good service, I was kept up-to date with sale at all times. Would highly recommend
5/5
TrustpilotBedlington office
The staff are very pleasant. They return calls & work on a professional level but the biggest plus from the bedlington office is they seem & come across as genuine people. I dealt mainly with Wendy is in RMS bedlington.
Dear Katrina, thank you so much for your review of RMS Bedlington. Professional and genuine, in this industry are two very good traits to have, we're so pleased with this feedback.
5/5
TrustpilotRMS Blyth helped us to sell our much…
RMS Blyth helped us to sell our much loved home and buy a new family home. The staff were amazing, professional and friendly. Special shout out to Nichola, their mortgage advisor who helped us find our mortgage too. I wouldn’t hesitate to use them again. Thank you 😊
Dear Lynsey, thank you for taking the time to write such a lovely worded review regarding our Blyth team and specifically Nichola. We're so glad she was able to help secure you a mortgage, while the rest of the team were able to find a suitable buyer for your family home. We hope you're happy in your new home, thanks again!
5/5
TrustpilotExcellent communication during my house…
Excellent communication during my house purchase from everyone in The Bedlington office and Alistair my mortgage advisor .
4/5
TrustpilotExcellent service
Excellent service. Alistair Bowman went above and beyond even throughout the pandemic to ensure we were happy and had little stress as possible. Would recommend Alistair to anyone, very reliable and is always at the end of the phone if needed- even out of office hours!
Dear Victoria, thank you for leaving a very kind review for Alistair. We're very glad he was able to help get the purchase of your property over the finish line. Thanks again and wishing you luck in the future!
5/5
TrustpilotRMS Blyth branch
I have just completed the sale of my elderly mother’s house and cannot thank the team enough for the excellent service I received. I live two hundred miles away from the area but throughout the whole process from the initial valuation to viewings and completion I was kept up to date with developments. This ensured I felt less anxious about the sale and outcome. Everyone in the team was professional and very friendly and worked well resulting in a quick, smooth experience. I wouldn’t hesitate to recommend them.
Dear Mrs Lloyd, thank you so much for this lovely review and recommendation of RMS Blyth. We really appreciate you taking the time to give us five stars.
5/5
TrustpilotAlistair and the team were really…
Alistair and the team were really helpful, explained everything and made the remortgage so easy and stress free.
Thank you for leaving our Mortgage Advisor Alistair a 5 star rating Chris, we really appreciate you taking the time to do so.
5/5
TrustpilotMy trusted property agent
Thanks to Holly Young and Stacey Patton again to complete the purchase of another house for me. They are always nice. friendly and supportive. I feel comfortable and confident they will complete the case. Alway nice to see them.
Dear Lawrence, we're pleased you can put your confidence in RMS Fenham. Thank you so much for taking the time to leave us 5*'s.
5/5
TrustpilotExcellent friendly service
I can’t thank the staff at Bedlington enough for how they handled my flat sale. Ive used different estate agents in the past and didn't achieve a sale. The girls at Bedlington sold my flat and negotiated a great price that I was delighted with. All the while keeping me updated because they knew I was stressed to death with my mortgage having doubled. I’d highly recommend RMS to anyone.
We really appreciate you taking the time to leave this fantastic 5 star review for our ladies in Bedlington! They put their all into their work which is highlighted time and time again to us and we appreciate them immensely for it. Thank you for your kind recommendation.
5/5
TrustpilotThe Ponteland branch staff were lovely
The Ponteland branch staff were lovely. In particular I would like to thank Elspeth, who came out to view the house and provide the valuation. She was very friendly and put me at my ease immediately with her empathetic approach.
Dear Susan, we're so glad Elspeth was able to reassure you in her approach and we're delighted to receive your 5* review for RMS Ponetland.
5/5
TrustpilotGreat professional service.
Great professional service Chris went that extra mile to get a very quick sale through with no dramas.
Thank you so much Veronica for giving Chris in our Commercial department a great 5 star review, we really appreciate it!
5/5
TrustpilotRe-mortgage with Alistair at Rook Mathew Sayer
Fantastic service from Rook Mathew Sayer! I’d like to give a huge thank Alistair for guiding myself and my partner through the process and giving top advice with constant updates on our re-mortgage. Highly recommend. 5* Thank you!
Dear Kallum, we appreciate you taking the time to leave this wonderful 5* review for our mortgage advisor Alistair.
5/5
Trustpilot5 star service
Rook Mathews Sayer co. uk, have helped and supported me in a very professional, understanding and empathetic way throughout the process of moving home. In particular I would like to mention David Jones, Eve Morley and Natalie Best, who have gone out of their way to support me, as and 80 year old. I would consider R M S to be the best estate agents in Newcastle upon Tyne.
Thank you so much Helen for taking the time to leave our team in RMS Gosforth this wonderful 5 star review. Your kind words mean so much to us and we're so glad to have been able to help you through your move.
5/5
Trustpilot5 star staff team at Blyth RMS
The staff team at Blyth rook matthews sayer have made the process of selling and buying our family home so easy and stress free. The team were always on hand to offer support and advice either in person in the office, on the phone or on line by e mail and they made us feel that they really cared about our situation'
Dear Graeme, we're so pleased you felt cared for throughout your journey with RMS Blyth, this is how we want everyone to feel upon completion. We really appreciate you taking the time to leave this 5 star rating and your kind words for the ladies in the Blyth branch.
3/5
TrustpilotWouldn’t use them for managing a property
Dealt with the Gosforth branch. Amazing for purchasing a property. Not so great at managing it on a letting basis. Failed to have their contractors ready the apartment in a timely manner and respond to issues raised by tenants causing me 6 months of lost income and a multitude of expenses with the vacant property. I went to another estate agent and they had it readied and let within 2 weeks. Also took 4-5 days minimum to respond to my emails - had to constantly chase for updates.
Dear David,We’re really disappointed to receive this review and would like to point out that we spent a lot of time trying to fix the issues with this particular property and we can see from our system that the contractors actioned them promptly. One issue specifically raised by the tenants was the severe condensation on most of the walls and ceilings throughout the property and this was ultimately the main cause of them ending their tenancy. Our contractors did deal with the problems swiftly, however we believe the issue you are referring to regarding the timing, is the length of time it took for the property to dry out before being able to re-decorate, not the length of time it took for us to get a contractor to attend the property. Although whilst the property was not tenanted and not under our management, our lettings team and the Gosforth branch did everything they could in this instance to assist you in getting the property back to a habitable standard. Thank you for your feedback and for your kind words regarding your purchase through the Gosforth branch, we do take it all on board.
5/5
TrustpilotProfessional and helpful
Gordon, Michael and Chris have worked hard for us over a number of years, successfully helping us to find tenants for our building in Northumberland. They have always been professional, patient and helpful, and handled the eventual sale of our property. I would not hesitate in recommending the RMS Commercial Team for property letting or sale.
Thank you so much Stephen for taking the time to leave this great review for our team in RMS Commercial. Your recommendation means the world to us.
5/5
TrustpilotWould definitely use again
Rook Matthew Sayers were the estate agent for the house I just purchased. I dealt with Zara and from start to finish she was friendly and helpful, always available to answer any questions and easy to communicate with throughout the process. I would recommend to friends and family.
Dear Natasha, Wow what a fantastic review, thank you very much for taking the time to leave us a review, specifically Zara. We hope you're very happy in your new home and we hope to be of assistance to you again in the future, should you require it!
1/5
TrustpilotA very SELFISH agent you should avoid
Edited 2023 Apr with typo and grammar correction:I would strongly advise renters and landlords to steer clear of this agent. My experience with them left me extremely disappointed, as they not only cost me a lot of time and money but also demonstrated a lack of concern for their clients' interests.To begin with, their application form is excessively invasive, requiring personal information that seemed irrelevant to the rental process. My wife and I spent hours filling it out, only to be met with disappointment later on.Although our offer was accepted by the landlords, the agent later rejected our application on the grounds that we were planning to use the property as a home office, which they considered a form of commercial letting.My wife and I were surprised and thought there might be some misunderstanding because the 'home office' is just a pandemic arrangement, not an actual 'office'. We made dozens of calls and wrote several emails to explain this. But they are determined to avoid the slightest risk possible.The result is we lost several hours of time, several thousands of pounds due to re-arrangement, and have to find another property to rent. They posted the advertisement online again for another tenant with reduced rent, plus the landlord lost half a month's rental income.In my opinion, this agent is far too concerned with their own interests and is willing to sacrifice their clients' well-being to avoid the slightest risk. I would strongly advise others to think twice before dealing with them.-------------Updated 2023 Apr, addressing their response:I appreciate your response, but I feel the need to clarify a few points.1. The issue was not that we struggled with the forms, but that the amount of personal information requested was excessive and unnecessary. As someone who has worked with multiple agencies and is also a landlord, I know that not all of the information requested is mandatory. It is disappointing to shift the blame onto the legislation.2. The distinction between "working from home" and "using the property as a business office" was not properly understood or acknowledged. During the pandemic, millions of people were working from home without issue. It is difficult to understand how insurance would be voided in this scenario.3. The reason for the changing language in our communications was due to the inconsistent and illogical responses from your legal team. It was suggested by your staff to rephrase the language to avoid confusion.4. While you refunded our deposit and no contract was signed, we still lost several thousand pounds due to the disruption of our plans caused by the denial of our application. It is frustrating to hear that our experience was disregarded and dismissed in this manner.5. It is not accurate to claim that the landlord secured a rental increase. In reality, the rent was reduced by 50 pounds per month and the landlord lost at least half a month's rental income due to the delay in securing a tenant.6. It is important for businesses to exercise common sense and professionalism when dealing with clients. The distinction between "working from home" and "commercial property" should have been properly understood and acknowledged.
Hello Yang, Sorry you felt the need to leave such a disappointing review. Let us provide the full reasons here again so you and others can understand the process.Both our Gosforth and lettings teams’ would have been more than happy to assist you with the application process had we known you and your wife were struggling with the form. We are always here to help, so please let us know if you have any administrative queries and we will happily sit with you to help you complete any necessary documentation.While we understand that you feel as though all the information requested was unnecessary, we can assure you it is mandatory due to estate agency legislation and laws, which we are proud to strictly abide by. This is a legal requirement that all professional estate agents will require from you.Once our lettings team were informed that your wife would be using the property as an office, while keeping her current residential home with yourself, issues understandably arose. As explained to you, the property is insured by the landlord as a residential abode, if it is not used as such his insurance is void. Additionally, commercial units follow a completely different rental process.While we acknowledge you emailed and called numerous times, it was noted that during these communications that the reason for your rental application changed several times, which due to our strict legal processes raised concerns.We’re confused how several thousands of pounds have been lost at the fault of RMS, we FULLY REFUNDED your deposit, you live in the same development as the property you applied for and contracts were not signed.Also just to note regarding your comment, the landlord has secured a rental increase on a genuine residential letting at this property and not a reduction or loss as you have stated.We hope you find a suitable commercial property to suit your specific requirements and wish you all the best. Sorry that this property wasn’t suitable for your requirements.
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Rook Matthews Sayer's Northumberland office has 679 reviews across two platforms: 55 on Google, 624 on Trustpilot (across the whole business).
Rook Matthews Sayer Amble is rated 4.8 out of 5 across all 679 reviews, and 4.5 out of 5 on Google from 55 reviews.
Rook Matthews Sayer Amble, 56 Queen Street, Amble, Morpeth, NE65 0BZ, Northumberland, NE65 0BZ.
