Every review we hold for the Richmond upon Thames office, from every platform, shown as written. First names only.
★★★★★ 1/5
GoogleThis company are right in their purchase process, I was going back and forth with one Stephanie Duddy via emails, she gave me a misleading information from the beginning about providing 1 month bank statements to proof child maintenance.
She then came back to say ‘oh I’m sorry you don’t qualify for the affordability test’ because we require 3 months bank statements proof of maintenance.
Never did she mentioned 3 months bank statements from the onset! She only asked if I can provide 1 month statement and I said yes. If you can’t give simple information don’t be a pre-sales team leader!!! I could have even provided 2 years of statements if she wanted.
I wouldn’t advise anyone to go through their rigid process, housing association makes the affordability easy so people can purchase a property. But these lots just want to chase you away in any slight error.
Avoid ❌❌❌
Peace · 9 February 2025
★★★★★ 5/5
GoogleGreat customer service. I would use Urban Moves again. Very professional, they replied our queries within 24 h and they proved to be extremely efficient and reliable. Thanks Jane for your help in the process!
Maria · 23 November 2024
★★★★★ 1/5
TrustpilotLet me start by saying that I did not…
Let me start by saying that I did not choose Urban Moves myself, but was instead assigned to them by my housing association (A2 Dominion) for the resale of my shared ownership apartment. As per my lease, Urban Moves had eight weeks in which to advertise the apartment and screen through applicants to determine eligibility. Had I not reached out to them during the eight weeks, I wouldn't have received any updates in regards to progress. Four weeks into the nomination period, after reaching out to them myself, I find out there are two eligible applicants on the list. Of course by this time, they're no longer interested in the apartment as the agent is having to chase them for their viewing availability. Here is my subsequent e-mail exchange with them:
Antonella · 15 September 2020
★★★★★ 5/5
GoogleAmazing service and amazing people. Kind, responsive and highly qualified professionals. Shout out to Jane Baker who made our whole experience hassle-free. She is truly great and we will never stop thanking her.
-GreG- · 23 November 2024
★★★★★ 1/5
GoogleVery disappointed to find that Urban Moves do not advertise on Rightmove even though the form I signed with Clarion said they do and this is the sole reason I chose Urban Moves!
My properly has been listed on ShareToBuy but does not come up when you search for my town which is also disappointing!
I’m not sure how they ever expect to sell a properly without properly advertising it!
Kate · 23 October 2023
Agent replied · 22 October 2024
Thank you for taking the time to leave a review. Unfortunately, we can't really accept responsibility for what your housing association may have told you but after we received your details from them, we sent you our terms of service, which clearly sets out the service we provide, along with the cost, which you signed and agreed to. There was never any obligation to engage Urban Moves and up to the point of signing our terms, you may have reverted to your housing association's in-house service for the fulfilment of your nomination obligation, had you wished to do so, albeit they do not advertise on either Rightmove or Zoopla and their nomination fee would have been exactly the same.
We listed your property on the 23 August, found a buyer, carried out a comprehensive financial assessment and received the approval from your housing association within 3 weeks. We have kept you fully updated at every step and it's difficult to imagine what better outcome you could have expected than the one you have received but I am happy to address the points raised in your negative Google review.
Urban Moves hasn't advertised on Rightmove since 2019, so I'm not sure how your housing association advised you that we did, but I'm afraid I can't accept that it is a failure on Urban Moves' part. There are many commercial reasons why we don't presently advertise with Rightmove and, like every company, we obviously reserve the right to make any commercial decisions we deem necessary within the fulfilment of our agreement, but the most important reason, from a seller's perspective, should be that Rightmove doesn't actually work for shared ownership resales.
The following data is provided directly from Rightmove and shows the number of shared ownership email leads generated per property, from their platform. It's important to note that the leads generated are not necessarily exclusive to Rightmove, meaning that while Rightmove may well forward a lead from their platform, it doesn't mean that the same person hasn't also seen and enquired about the property elsewhere.
East Midlands - 3.49
London - 2.16
North East - 3.34
North West - 3.04
Scotland - 2.94
South East - 2.80
South West - 4.06
Wales - 1.70
West Midlands - 3.26
Average - 2.94
As you can see, on average, there are just under 3 leads generated per property advertised on Rightmove, for the period April to August, 2023, which is pitifully low compared with Sharetobuy at 26.99 leads per property or even our own website at 13.32 leads per property.
Indeed, your property listing on Sharetobuy out performed Rightmove's average for the West Midlands by a factor of three times, in under one month. Unfortunately, Rightmove's biggest success is convincing sellers that if their property isn't on their platform, it won't sell, which actually couldn't be further from the truth.
Regarding not being able to find your property on Sharetobuy, unfortunately we do not have any control over what search parameters visitors to the website use, so typing Rugby in the search field, using the default parameters, will only show properties within 2 miles of Rugby. This is the same for all property portals as the search is based on the Royal Mail database of registered postcodes. However, the parameters can be easily widened by the user, to include an area up to 40 miles from a given search location and there's even a visual map search, so potential purchasers tend not to have a problem finding properties within the general area they are searching.
It is also important for readers to note that the time from the first day of listing your property to final completion of the sale was only just over three months, which is less than half of the average timeframe for a leasehold sale.
I hope I have adequately addressed your concerns and would respectfully ask you to consider removing your review in light of the above and the quick and efficient manner in which we successfully handled your sale.
★★★★★ 3/5
GoogleQuick and easy to deal with from both Shaun and Steve, thank you very much. Though my girlfriend spoke to Jane on the phone she was very rude and abrupt. upset her for the rest of the day. So would not deal with her again.
Ronaldas · 24 October 2019
Agent replied · 22 October 2024
Hello Ronaldas. I'm sorry your girlfriend didn't have a good interaction with us. Most people seem to like Jane very much. Don't be afraid to call back. I'm sure your experience will be good whoever you speak to.
★★★★★ 5/5
GoogleAs an Estate Agent myself in Central London I was interested to see how Urban Moves would perform as selling agent. They were amazing from start to finish and could not of asked more! From the beginning Steve was very knowledgeable of the property and was able to answer all the questions I presented. Instructions were clear on presenting offers, time scales and what entailed in buying a shared ownership property. To my huge astonishment my offer was accepted, this is where Jane took over and was the absolute driving force behind the transaction. She was chasing all parties from start to finish and imagine she was in danger of being banned from calling the sellers solicitors and removed from all Christma card lists.
I could not reccomend Urban Moves and the team enough, they will bend over backwards to help you!
Thanks guys
Simon
Simon · 24 October 2017
★★★★★ 5/5
TrustpilotGreat service I received from Urban…
Great service I received from Urban Moves, especially Jane. They were very informative, patient, professional and extremely polite. They were soo good with me and made my experience very effortless, they have a great panel of mortgage advisors and solicitors too. I highly recommend them. Thank you soo much 🙏🏽😊❤️
Jane · 20 September 2023
★★★★★ 5/5
GoogleI recently bought my first flat via Urban Moves, and, I couldn't be happier with the service I received from Jane and the team. They helped guide and advise me on the various processes of the purchase - something I found incredibly reassuring.
Although I do not plan to move home again for a long time, I'd have no hesitation working with them again in the future.
I'd highly recommend them for their personal but professional service!
Gary · 24 October 2017
★★★★★ 5/5
GoogleExcellent service I received from Urban Moves, especially Jane and Steve. Best experience I’ve ever had with an estate agent! Thank you
Selcuk · 23 November 2024
★★★★★ 5/5
GoogleJane was very helpful throughout the whole experience, would highly recommend.
Taleb · 23 October 2023
Agent replied · 22 October 2024
Thank you Taleb. Wishing you health and happiness in your new home.
★★★★★ 5/5
GoogleWe have recently purchased a property through Urban Moves.
Steve, Shaun and Jane were absolutely amazing right from the beginning and were answering our questions before we even asked any! The team were very efficient and responsive. Also, email communication was prompt, clear and contained all necessary instructions which kept us updated and well informed during the whole process. Highly recommended! :-)
Jo · 23 October 2021
★★★★★ 1/5
GoogleI had my buyer get introduced by my housing association. When I signed with Urban Moves the same buyer saw it again but this time contacting Urban Moves. I showed him around. I chased solicitors myself. They might have introduced me to one other buyer but they still took over £2000 from me and refused any negotiations for a discount as it was a second viewing. I'd urge caution before engaging with Urban Moves.
Sherif · 26 August 2024
★★★★★ 1/5
TrustpilotRubbish DJ
Rubbish DJ, looking at the phone most of the evening, yawning all the time , food was good though, happy to send the photos of the crappy DJ :) not recommended at all
Wioletta · 14 December 2025
★★★★★ 5/5
GoogleBrilliant and very fast responses! I’ve never applied for a house before so it was all new to me but they explained the process so well and answered all the questions I had. When I unfortunately didn’t get the mortgage (no one’s fault) they refunded my holding fee immediately. Really impressed and when I come to look again if I can I will go through them. Thank you
Samantha · 23 October 2022
Agent replied · 22 October 2024
Thanks Samantha. Fingers crossed interest rates settle and things get back to normal soon.
★★★★★ 1/5
GoogleSteve and Shaun were competent, though I had chase them a few times.
The one star is for Jane. Honestly I've never dealt with such poor customer service from someone in a long time. She was sarcastic, rude, and utterly unhelpful. She should not be allowed to deal with customers and needs a lot of additional customer service training.
Mady · 23 October 2021
★★★★★ 5/5
GoogleThank you Urban Moves! Especially Steve Pulfrey. You provided such a an excellent service. Very quick and efficient and always kept me updated. Made the experience of buying a first home easy. Would recommend to anyone.
Lucy · 24 October 2018
Agent replied · 22 October 2024
Thanksfor the kind review, Lucy. It's really thanks to a great team here that we're able to give such a personal service to everyone, but always nice to get a mention :)
★★★★★ 1/5
GoogleUnfortunately it appears that this estate agent is only interested in their commission and in quick turnaround transactions. I can only speak from the selling side of course, but they lack any sort of personal touch or care when dealing with you. You are generally treated as an inconvenience if you email or call them. They almost never answered any emails or calls when I asked for an update in the sales process and when I eventually did get a call, it was rather curt and unfriendly. Not really what you expect from the people who are apparently trying to sell your home for you. They send out automated emails when the stages of the sale are happening and when it comes to a visit - they assume you know everything about how it works and until I asked was not told what would happen on the day. This is shocking, especially when you note that they deal almost exclusively with people who are either first time buyers or first time sellers. I would never choose to buy or sell a property with Urban Moves again and would not recommend them to anyone.
Taj · 24 October 2019
Agent replied · 22 October 2024
Hello Taj. I'm truly sorry you feel that way. I can assure you that it certainly isn't the case that we 'only care about our commission'. In fact, you don't pay us any commission but we do care about successfully nominating a buyer for affordable housing.
Our service has been specifically tailored, in conjunction with your housing association, for first-time buyers and sellers and we contacted you at every stage in the process to tell you what was happening and what you needed to do next. Unfortunately, I did have to contact you multiple times to request your solicitor's information but this was because you had not responded to any of my previous requests for over two weeks and there was a significant possibility of your buyer walking away!
Thankfully, we were able to nominate a buyer for you after less than 8 weeks of marketing, which a vast majority of sellers would consider to be an excellent outcome.
★★★★★ 5/5
TrustpilotThank you so very much
Thank you so very much for making owning my first home a reality. When the whole process started, not ever having bought a property before, I found it very daunting. You were extremely helpful, offering advice and taking me through the whole process.
Robert · 9 December 2022
★★★★★ 5/5
GoogleSteve Is Great he gave time and patience to explain everything to me.
Tania was so welcoming in the Viewing.
Thanks for every one
Muller · 23 October 2020
Agent replied · 22 October 2024
Thanks Muller. I'll pass on your comments to the team. All the best.
★★★★★ 5/5
TrustpilotGood communication, expert assessment of my needs.
As with other housing associations, my unusual circumstances resulted in an automated system declining my application. After this however, my experience with urban moves was better than several housing associations I have approached. I was quickly contacted in person, and the team immediately understood my needs. A prompt viewing of a suitable home was arranged. I would definitely be happy to turn to urban moves for help again.
Harriet · 18 June 2024
★★★★★ 5/5
GoogleSteve has been brilliant from start to finish. He kept me up to date every step of the way and returned phone calls promptly. Great service! Thanks!!
Stacy-Ann · 24 October 2018
Agent replied · 22 October 2024
Thank you for your lovely review, Stacy. It's always nice to get a personal mention, but it's really down to having such a great team here at Urban Moves, that we're able to provide such a good service. Best of luck with your sale and all your future endeavours.
★★★★★ 5/5
GoogleUrban Moves Ltd is very helpful specially to a first time buyer like me.
They communicate very well and prompt with replying.
Compliment to Steve Pulftrey, and to the gentleman who showed us the property and answered all my questions, sorry I forgot his name.
They we're both helpful to me.
Thank you very much, you made the process smooth.
Maria · 24 October 2017
★★★★★ 5/5
TrustpilotStraightforward & simple process
The whole process was made very straightforward by Steve and the team at Urban Moves. They answered all our queries promptly and made sure we were updated at every step. Very pleasant to deal with. Would definitely recommend.
Caoimhe · 26 January 2023
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
