Trusted Agent profile · Old Trafford
★★★★★
140 reviews across 2 platforms
380, Empress Business Centre, Chester Road, Old Trafford, M16 9EA
Waterhouse Estate Agents's office in Old Trafford, at 380, is rated 4.8 out of 5 across 140 reviews on two platforms, including 128 Google reviews rated 4.9.
Every review we hold for the Old Trafford office, from every platform, shown as written. First names only.
5/5
GoogleWonderful agency, highly recommend! Special mention to Terry. He’s a great agent, super quick to respond and resolve any issues. I’ve rented with them for 2 years now and hardly had any problems. When we do, Terry is always available on WhatsApp and everything is sorted quickly and by nice maintenance staff. Thanks so much, truly the best renting experience I’ve ever had!
1/5
TrustpilotExtremely Unprofessional and Unreliable
Extremely Unprofessional and Unreliable I had an extremely disappointing experience with Waterhouse Agent. As a property owner who trusted them to manage my UK property, I was met with consistent unprofessionalism and outright negligence. Here are just a few examples: Lack of Communication: They consistently ignored our requests for essential documents and updates. Despite repeated follow-ups, we were met with either silence or vague, unhelpful responses. Failure to Transfer Records: When we decided to terminate our agreement and requested the necessary files for the new agent, they refused to cooperate and withheld critical information. This is not only unprofessional but also raises serious ethical concerns. Overloading Properties: To our dismay, we discovered that our property was mishandled . This led to a lack of attention and poor service, which directly impacted us and the tenants. This level of mismanagement is unacceptable, especially in a market where trust and professionalism are paramount. I strongly advise anyone considering working with Waterhouse agent to think twice and explore other reputable options. We have already reported this matter to the relevant regulatory bodies. Property owners deserve better, and I hope this review prevents others from facing the same issues.
To Whom It May Concern, At our company, we take great pride in maintaining clear and transparent communication. The property in question was previously managed by another agency, and during their tenure, the tenant used the property on a short-term let basis for a period of four years. Naturally, this led to significant wear and tear. We then proceeded to lease the property for an additional year, during which no remedial works were undertaken to address even basic cosmetic issues. In fact, the property still contained the original cutlery and multiple single beds. After five years of use, it is customary to refresh a property, as most of our landlords do every three to four years. Unfortunately, this was something you declined to carry out. All relevant documents were provided to the new agent, and we have multiple email correspondences with you copied into these communications. We cannot be held responsible if you have not reviewed your emails; however, the new agent has confirmed that all documents were received. As a professional agency in the UK, it is our responsibility to maintain properties to the highest standards. However, it is unreasonable to expect this after five years of 'hotel' usage and wear and tear, especially when no investment was made in the property’s upkeep. Our company is committed to working with landlords who share our dedication to providing the best for their tenants and properties. Unfortunately, not all landlords share this approach. It is unfair to place blame on the agent or any other party for your decision not to refresh the apartment when the recommendation was clearly made. We wish you the best, and it is worth noting that the lack of action by the Ombudsman regarding this matter speaks volumes about the nature of this review.
5/5
GoogleTerry and his agency took over part way through our tenancy contract and honestly made it so stress free. There was brilliant communication through out and always got the problem fixed with in a matter of days! 100% recommended.
Thank you Kayleigh. Hopefully other landlords will move over as yours did and see how tenants are happy with the service we provide!
4/5
GoogleWaterhouse Estate Agents has been very helpful and understanding throughout my tenancy. While looking for an accommodation in a very busy time of the year, they were quicker at responding and preparing documents than other agencies. During the tenancy, they were good mediators with the landlords and always efficient. The Agency was also understanding during the Covid-19 emergency. They helped me ending my tenancy earlier than initially stated in the contract withouth any loss. Overall, my experience with Waterhouse Estate Agents was very good.
Thank you Virginia for your kind review. We try to help all tenants during this difficult time and am glad you are safe and not at any financial loss. We would always welcome you back as a tenant and wish you the best in your future! Waterhouse Team
5/5
GoogleCannot recommend this company enough. Terry has been amazing for the two years we were with them. Always sorted things quickly and went out of his way to assist us. Thank you for all your help!
We always try to keep a high level of customer service and I am glad this has been maintained with you both. Wish you both and the dog all the best in your new house!
5/5
GoogleAs a first time renter, me and my family found a great home to stay in. Whenever we had issues such as our boiler and drains, Tom had arranged engineers in place to fix them. Thank you for all that you do!
1/5
GoogleNot good experience. Terry was very unprofessional; lack of correct information communication, rude and aggressive and tells what you want to hear to get what he wants and later find out it isn't actually what he said and agreed. Massive headache dealing with him.
Hi, unfortunately Terry has no idea what property or who you are, in fact we believe this to be a fake review. It is hard to believe 66 other positive google reviews and 1 negative. Reputation is everything and if you are real or unhappy then please do contact the office to discuss further or report us to the property ombudsman. Neither has been done so we can only presume this is a fake review.
5/5
GoogleBeing my first rental, I found this company a very good experience, Massive Thank you to Terry for his professional and support over the 5 years, I wish him all the best!
5/5
GoogleWe rented a flat for the last 3 years with Waterhouse Estate Agents. Great experience overall and Terry and co. have been super helpful throughout our tenancy. The very few issues that we needed sorting with the flat were responded to and resolved promptly. Absolutely recommend to rent (or buy/sell) with them. Great communication, approachable and professional. Thanks again for looking after us 😎👍🏻
5/5
GoogleWe rented a house for one year through Waterhouse Estate Agent. Letting agent Terry was extremely responsible and always solved all our issues promptly and diligently. Therefore, we highly recommend Waterhouse Estate Agent.
5/5
GoogleI've always heard horror stories about letting agents and genuinely thought good ones didn't exist... Until I was fortunate enough to deal with Terry from Waterhouse, from start to finish of my 18 month tenancy, he was absolutely on it. I could tell he really cares and day or night, weekend or not, he was always quick to reply and immediately sort out any issues. No knit picking over returning my deposit, returned quickly and fairly. Zero complaints and all the praise to the service I received while renting through them.
5/5
GoogleAmazing service and a quick response time! Our agent Terry was always there for us providing his support and suggestions as we were students looking for accommodation in the UK.
5/5
GoogleI was very happy with their service about 2 years. Quick responses to any maintenance issues, really friendly ! Terry was also extremely honest and upfront, the best estate agent I've ever had any experience with. Cannot recommend enough for anyone looking to move! Thank you to Terry!
Thank you for your kind words.
5/5
GoogleReally professional and amazing experience with Waterhouse Estate Agents. I must say a big thank you to Terry who has been my house agent for a while now. Cheers...
5/5
GoogleExcellent letting agency, highly recommend for their professionalism and support! Special shout-out to Terry who has been incredibly helpful and approachable throughout . They've made the process stress-free and efficient, communicating clearly every step of the way. Their attention to detail and willingness to go the extra mile have made all the difference. Would definitely use them again!
5/5
GoogleTerry has been really helpful and responsive since we first started to rent. Has been with them for three years and we only leave as we have bought our own house. Would recommend.
5/5
GoogleReally good experience with Waterhouse. Any issues were resolved promptly. Most importantly, our experience reflected an estate agents that cared not only about the landlord but about the tenants as well. The entire process was seamless and relatively stress free. When I am back in Manchester, I will be contacting Waterhouse first before viewing any other properties.
5/5
GoogleTerry and the team at Waterhouse are fantastic! Had no problems in my year as a tenant, any issues were resolved in a timely manner, I couldn’t recommend them enough.
5/5
GoogleMy husband and I have been with them for more than 2 years now and honestly best agency in mcr!! Terry was always super helpful with any issues that we had (only 2 during more than these 2years!!), and finding us a perfect place to live. If we were not moving cities, we would definitely stay with them, so sad we are leaving.
5/5
Googlesuch a lovely company to go with, polite professional and are always willing to help! made our moving out process smooth and not stressful as we had to leave mid contract.
Thank you Millie! We wish you well with everything.
5/5
GoogleTerry has been absolutely amazing from start to finish, since I’ve been one of his tenants. Nothing is ever too much of a bother and he’s available at any time. I can not fault him or the company in anything
Thank you Taylor. We wish you all the best in your new home.
5/5
GoogleWe had the pleasure of having Terry look after us while we rented a property for nearly 2 years. Terry was very responsive, helped us resolve any issues quickly and just an all round nice guy. Great experience with Waterhouse!
Thanks Joe. Good to hear you've had a great experience renting with us. We wish you all the best.
5/5
GoogleMoving house couldn't have been quicker and easier without Terry from Waterhouse Estate Agents! He was reassuring, accommodating and constantly available for my questions and requests. He was also extremely honest and upfront, the best estate agent I've ever had any experience with. Cannot recommend enough for anyone looking to move! Thank you to Terry and the team!
Thank you Hannah, we wish you the best in your new home
5/5
GoogleWe want Terry 📣 A great letting agent, as the tenant we had no issues with Waterhouse Estate Agents, any issues reported were dealt with as soon as possible and staff were a pleasure to communicate with. I will be returning to Terry and the team in future no doubt! …
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