Urban Moves reviews

★★★★★ 2/5

Trustpilot

The resale process is protracted

It's the system more than Urban Moves. If selling shared ownership, you're required to get a RICS valuation before you can do anything else and you have no say in that valuation and it costs hundreds of pounds. Only then can you complete the resale application. Another week goes by, bear in mind I completed the paperwork immediately I received the valuation. Finally you hear from the housing association. Another week goes by and a photographer, instructed by urban moves, books an appointment but turns up at a different time so you have to lose a hour's pay to get home - the alternative was to wait days for another appointment. It's been 4 weeks since I instructed the RICS surveyor. My house is still not being advertised and the survey is only valid for 3 months. After that time, I have to pay again if the house hasn't completed. Even if it sells quickly, I have to pay the surveyor again if the 3 months / extension runs out before completion. Can you imagine having to risk the price of your purchase changing close to completion? I'm assured this never happens, so why would l have to pay again? You're tied in every direction and the only person paying is you (me) the seller. Oh, and they advertise a telephone number that answers telling you to email or leave a message as they aren't talking to customers!!!

Tania · 14 May 2023

★★★★★ 5/5

Google

Very professional estate agents. They know the shared ownership market inside out. Kind and helpful staff, their support has helped me get through the entire sale process very smoothly. Extremely responsive, knowledgeable and dedicated team. Sold the flat within 3 weeks (75% share!) and received regular updates during the process. 5 star service compared to the open market EAs! Thank you so much dear Urban Moves Team. Keep up the good work!

Justyna · 24 October 2017

★★★★★ 4/5

Google

Staff at Urban Moves (particularly Steve) were always helpful, and replying to our messages very quickly. Would definitely recommend them to others.

Rebecca · 24 October 2018

★★★★★ 5/5

Trustpilot

Great professionals

We started with Steve and ended with Jane. The entire process of buying or first flat was made incredibly smooth thanks to them. Not only are they always available and very responsive, but they are also kind and give the feeling that they genuinely care about their clients.

Greg · 6 November 2024

★★★★★ 5/5

Google

I’ve had an excellent experience dealing with Urban Moves from the very start of marketing our property. Their step by step guide and regular updates are very clear, concise and thorough. Would highly recommend their services.

Yusupha · 23 October 2023

★★★★★ 1/5

Google

Awful company alike their partner Clarion. We recently sold our Clarion shared ownership property through Urban moves because we had no other choice but to use them, (you are not allowed to use an estate agent of your choice!) Expensive and not really sure what service we were paying for in the end. Seems as though they take on too much work as despite our chasing we could never get hold of their one photographer and when we did his wait times were very long. We wanted our property on the market ASAP which we had expressed so we ended up getting professional photos taken ourselves. Even when we provided these there was a delay from their side in uploading these and they questioned the usability due to the quality, these were professional photos not just from an iPhone so we were left confused by this, over 48 hours later we were then sent their “improvements” on our provided pictures where they had edited and over enhanced the lighting, the pictures actually looked worse than ever but we proceeded as we were not happy to wait around for their photographer who they were obviously just going to edit the photos of again anyway. Following this there was still a delay on our property being listed with them; we were shocked to find when it finally was uploaded they had just copied and pasted the previous listing information from when we had actually purchased the property. The whole process was not helped by the inability to contact them via telephone and instead by email only, clearly this is to prevent or acknowledge complaints as via email these were always ignored/dismissed. Based upon our experiences both buying and selling with this company I would not recommend them to anyone likewise, I would not recommend shared ownership at all especially with the amount it has taken us out of pocket (lots of hidden fees) we feel it is totally a scam/ a joke.

Charley · 23 October 2022

★★★★★ 5/5

Trustpilot

I highly recommend Steve Pulfrey

I highly recommend Steve Pulfrey for his thorough guidance, support and flexibility during the shared ownership application process. He has been extremely patient and responsive over the last couple of months. Thanks again Steve!

Christina · 10 June 2022

★★★★★ 1/5

Trustpilot

Awful

Awful company alike their partner Clarion. We recently sold our Clarion shared ownership property through Urban moves because we had no other choice but to use them, (you are not allowed to use an estate agent of your choice!) Expensive and not really sure what service we were paying for in the end. Seems as though they take on too much work as despite our chasing we could never get hold of their one photographer and when we did his wait times were very long. We wanted our property on the market ASAP which we had expressed so we ended up getting professional photos taken ourselves. Even when we provided these there was a delay from their side in uploading these and they questioned the usability due to the quality, these were professional photos not just from an iPhone so we were left confused by this, over 48 hours later we were then sent their “improvements” on our provided pictures where they had edited and over enhanced the lighting, the pictures actually looked worse than ever but we proceeded as we were not happy to wait around for their photographer who they were obviously just going to edit the photos of again anyway. Following this there was still a delay on our property being listed with them; we were shocked to find when it finally was uploaded they had just copied and pasted the previous listing information from when we had actually purchased the property. The whole process was not helped by the inability to contact them via telephone and instead by email only, clearly this is to prevent or acknowledge complaints as via email these were always ignored/dismissed. Based upon our experiences both buying and selling with this company I would not recommend them to anyone likewise, I would not recommend shared ownership at all especially with the amount it has taken us out of pocket (lots of hidden fees) we feel it is totally a scam/ a joke.

Charley · 22 August 2022

★★★★★ 1/5

Google

Extremely challenging to liaise with. Refusal to speak over the phone and inappropriate email behaviour rendering it impossible to pursue a house purchase

Zero · 25 May 2024

★★★★★ 5/5

Google

A great from Steve Pulfrey. He and Urban Moves made the process of purchasing a shared - ownership property very easy. Thank you again.

Andrew · 25 April 2024

★★★★★ 5/5

Google

We rented through Urban Moves and they provided a really excellent service, very knowledgeable and very efficient, particularly in the negotiations with the landlord. Plus their honesty and integrity was very welcome, the property was just as beautiful as it was depicted and no hidden fees, unlike other estate agents. A very positive experience, I would recommend them to anyone.

Alice · 24 October 2016

★★★★★ 1/5

Google

I have been a client of UrbanMoves for four whole years. It was a terrible experience and I would not suggest UrbanMoves to anyone that is looking into dealing with a new estate agency. Employers at UrbanMoves are dishonest and unprofessional, but most importantly, the owner always and actively patronizes customers, she often is very rude, and a bully when spoken to directly. In the past, in more occasions, I have been verbally abused by her over the phone. During this timeframe, the agency charged me fees I shouldn’t have had. This situation had to be approached legally, after I reported the agency. Ultimately the agency had to refund me, which took almost 12months to be finalised. Furthermore, UrbanMoves comes with several negative reviews online, and I noticed they developed a strategy trying to undermine the users’ comments via online response. I am happy to provide any needed information to support every aspect of every argument listed in my review, if asked, in order to offer feasible support to any future customer that may consider UrbanMoves.

Marco · 23 October 2021

★★★★★ 1/5

Google

3 viewings in over 15 months, all wanted parking which our property doesn't provide and I've clearly stated to them. No marketing on any portal, no follow up or feedback. You can't search by area or property type on their portal, its useless. Communication appalling, they wouldn't even return a phone call to discuss. Finally emailed me to ask if my property was still on the market, apparently they can sell majority of places within 8 weeks of listing - just my block is the problem - safest part of town, easy transport links etc.

Dipesh · 23 October 2021

★★★★★ 5/5

Trustpilot

Jane was very helpful throughout the…

Jane was very helpful throughout the whole experience, would highly recommend.

Taleb · 25 September 2023

★★★★★ 5/5

Google

May I take this opportunity to say thanks a million to Steve and Jane for all the help and the professionalism/excellent communication/clarity/transparency shown throughout in handling the purchase of my shared ownership house from start to finish. I will have no hesitation in recommending Urban Moves to anyone I know. You are different! wishing you more success

Bellybb · 24 October 2016

★★★★★ 1/5

Trustpilot

I chose for these to sell my house over…

I chose for these to sell my house over Clarion. They are useless. Take 3 days to reply to an email and NEVER answer the phone. This is obviously not good when they are selling your house and you need to be able to communicate with them. Rude staff as well. Do not use. They say they make sure viewers have gone through a process to be able to buy. After spending the best part of an hour showing people round, and the best part of the day before cleaning as I have 3 small boys, I found out they didn’t even have a job and we’re in no position to buy. All round a joke of a company avoid like the plague

Tom · 5 November 2020

★★★★★ 5/5

Google

Urban Moves have been very helpful. They supported and kept me updated throughout the entire process of purchasing a shared ownership property.

Taylor · 2 May 2025

★★★★★ 5/5

Google

Just put my apartment on the market and Urban Moves have so far been brilliant. A speedy efficient service. Id like to say a big thank you to the lovely Jane Parker in sales and marketing who has been dealing with my case so far and has been absolutely brilliant keeping me fully up to date with developments and has been an absolute pleasure to deal with.

Will · 23 October 2022

★★★★★ 5/5

Trustpilot

Commendation for employee…

I would like to praise the total service we received from Urban Moves and in particular Steve Pulfrey.

Loretta · 12 October 2022

★★★★★ 1/5

Google

Unfortunately I cannot recommend Urban Moves at all. I was forced to use them for a sale initially as the property was shared ownership. On the property particulars they missed the train station that was less than 100 metres away, had the tube station with overground, DLR, and 2 tube lines down as just a DLR! Initially their emails seemed quite professional but then I quickly realised that they didn't respond to emails in a timely way. They then cancelled an open day on at 10.15 on the day it was meant to be happening, didn't confirm appointments until the last minute, and then failed to sell the property. I was told conflicting things about potential sellers who dropped out, and quite frankly had I not been required to use them I wouldn't have done so. I have subsequently sold the property quickly with another agent who were the complete opposite of Urban Moves!

Emma · 24 October 2017

★★★★★ 5/5

Google

Quick and efficient, everyone is great but big credit to Steve in particular, pleasure to deal with.

Nick · 23 October 2023

★★★★★ 5/5

Google

We had a great experience with Urban Moves, the marketing details produced were very professional and helped us get a lot of interest in our flat. We were very pleased with the contact and professionalism. Shaun always got back to us quickly and was very helpful. Many thanks

Elsa · 24 October 2016

★★★★★ 5/5

Google

Perfect experience. Recommend to everyone. They were so fast at responding and keeping me updated.

Zoe · 23 October 2023

★★★★★ 1/5

Google

Had a terrible experience with them in 2020. The recommendations they gave us such as Maxim Financial solutions were not helpful and left us hanging in 2020. Paid the money and all. It was stressful and hard at the same time especially during the beginning of Covid.

Liel · 23 October 2023