Trusted Agent profile · Uxbridge
★★★★★
1,771 reviews across 2 platforms
10 High Street, Uxbridge, UB8 1JN
Romans's office in Uxbridge, at 10 High Street, is rated 4.1 out of 5 across 1,771 reviews on two platforms, including 280 Google reviews rated 4.7.
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Every review we hold for the Uxbridge office, from every platform, shown as written. First names only.
5/5
TrustpilotWonderful and professional service
Wonderful, friendly and professional staff. Mark and Nathan were superb and a pleasure to deal with. They kept me informed of developments throughout the whole 'tenant find' process. I have not had previous dealing with Romans, however, this won't by any means be my last !
1/5
TrustpilotAbysmal website as unable to contact any branch
I am trying to speak to an agent in my local branch and I cannot speak to them, the page is greyed out. The only think I can do is click on their automated box in the corner. I was planning to ask someone to come and value my property as hubby & I are thinking of downsizing but how can I if I can't get through. It would also mean that any prospective purchaser would be put off too.
Dear Gillian Miller,We appreciate your feedback and thank you for taking the time to let us know about your experience. We strive for nothing less than excellent service, and we always take it very seriously when we hear of any dissatisfaction from our customers. We are sorry we did not meet your expectation in this instance. If you would like to contact us at customercare@lrg.co.uk we will be happy to look into this for you.Many thanks, Customer Care Team
5/5
TrustpilotProperty valuation with Carl
We recently had a valuation with Carl from Romans and he was absolutely brilliant. He was knowledgeable regarding the area and came prepared with information specific to our property. He was able to provide lots of advice. Highly recommend and wouldn’t hesitate to go on the market with him in the future.
Dear AnnabelleCustomer care is important to us so we really appreciate you taking the time to leave a review and for giving Carl a 5 star rating! Many thanksCustomer Care Team
5/5
GoogleOur move has been a smooth journey, thanks largely to Zara. She was outstanding. Proactive and very prompt in her responses to queries. For matters outside her remit, she was always willing to assist. Thank you Zara. Also grateful to Dale for closing the move for us.
Hi Paul Thank you for the 5 star review of our Uxbridge branch. Its pleasing to hear that Zara and the team could provide you with a great service and we will be sure to pass your feedback on. Don't hesitate to be in touch if you require anything further. Kind regards Romans
5/5
GoogleI rarely give reviews, but Romans Estate Agents have dealt with my enquiries promptly and with exceptional customer service care. Zara was excellent, she did everything for a smooth moving in and guide me throughout the whole process thank you so much Zara for the fantastic job.
Hi Dimitrar Thank you for taking the time to review your recent experience with our Uxbridge branch. It's incredibly pleasing to read your comments, particularly about Zara, and glad she could provide you with a great service. We will be sure to pass your feedback on. Don't hesitate to be in touch if you require anything further. Kind regards Romans
1/5
TrustpilotWarning to sellers; be aware what Romans is doing
As a seller you may not be aware of some of the practices that Romans are currently employing. I recently make a cash offer on a property; seller accepted. I was then informed by Romans that they wanted me (the buyer) to pay Romans' solicitors a £60 fee on order to check my ID....I refused and said I was not going to start paying the sellers real estate agency fees.They "went back to the seller" and said they had decided to go with a different offer...I strongly suspect that they did not contact the seller and tell them "the buyer doesn't want to pay our £60 fee"....whether they contacted the seller or what they said who knows....but no seller in their right mind is going to change offers because the buyer doesn't want to pay the sellers' own agent some new £60 fee.I don't know what the offer they changed to was, but I'm assuming it was worse or they would have accepted that one in the first place. So Romans have effectively cost the sellers. Clearly they do not have their clients interests at heart.As a buyer be aware that Romans listed properties are going to try to charge you fees for their properties.
Dear David B,We appreciate your feedback and thank you for taking the time to let us know about your experience. We strive for nothing less than excellent service, and we always take it very seriously when we hear of any dissatisfaction from our customers. We are sorry we did not meet your expectation in this instance.Kind regards, Customer Care Team
5/5
TrustpilotThank you Stephanie & Catherine!
Stephanie & Catherine were efficient, professional and super friendly. Helped us to complete as soon as possible as well as ensuring our other parties were on track. Would recommend their service to friends and family.
Dear Jamie,Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating! Many thanks,Customer Care Team
5/5
TrustpilotRomans in Southampton - full marks.
I have just used Romans in Southampton for a Home Buyer’s Survey. I found their website easy to use to get an intitial quote, which was very reasonable, and followed it up. The staff with whom I dealt were pleasant, efficient and helpful, and a survey was arranged very quickly. I was then phoned by the surveyor very shortly after he finished the survey to give me an outline of what he’d found, and this was followed within 48 hours of a full report. The report was very detailed - far more so than I expected, and I felt confident of going ahead with my purchase. Everything is done on-line or by phone, and it’s very efficient. I would definitely recommend Romans Southampton to anyone needing a good surveyor. Full marks.
4/5
TrustpilotSelling through Bracknell office
Valuation, photography, viewings and negotiations handled efficiently. The disappointment came when the Move Manager went on holiday and I wasn't offered contact details for a stand-in, so there was a lack of continuity.
Dear Lynne, We are very happy we could provide you with a positive customer experience.Kind regardsCustomer Care Team
5/5
TrustpilotVery impressed
I viewed a property yesterday. Although the property didn't meet my needs I was very impressed by the young lady Saffron who showed us around. She was honest about renting even as a person on universal credit. I have not found some other letting agents to be truthful about this. Infact I've been told several times that I cannot rent properties on universal credit, this is actually illegal. Saffron allowed us to have a really good look around without rushing us and answered all our questions. I would be happy to rent with Romans as they seem to know what they are doing.
Good Morning, Thank you for leaving me a review and hopefully we will be able to find you somewhere in the near future. Saffron
1/5
TrustpilotIf I could give zero stars
If I could give zero stars, I would. My tenancy ended on 8th August and by law Romans should have returned my deposit or confirmed deductions by the 18th. Instead they waited until 15 minutes before close of business on 20th August (just before a bank holiday!) to suddenly invent “cleaning charges” and delay my refund.
5/5
TrustpilotI have been renting a house from Romans…
I have been renting a house from Romans for a little over a year. My family and I are very thankful for the accommodations that Romans made for us at the start of the rental but their customer service has been so great, so proficient. We deal mostly with Kimberley Garcia Jones and she is nothing short of amazing, every issue is dealt with, every concern is taken into account. They seem to understand that our life is in these home, our children are in these homes and they care about our family being comfortable and happy in our home. We don't plan to move anytime soon because we love our home and we are very comfortable with the care and attention we receive from Romans.
Thank you again for taking the time to let us know how we did. We really appreciate it!
5/5
TrustpilotAbsolute perfection
I cannot thank Romans Estate Agents enough! Everything from start to finish was professional, friendly and fantastic, Amanda & Holly have been nothing but amazing!
5/5
GoogleWe had fantastic service selling our flat with Saad at Romans Uxbridge. He found a great buyer for us. We had doubts at the time and a competing offer, but he convinced us to go with with his buyer with well reasoned cogent explanation of facts and details, which we are very glad he did! He was also vital later on in the selling process when some delays and communication issues arose between the conveyancing solicitors. He was quick to fully understand the issues and communicated quickly and clearly with the buyer and their solicitor, which was a key factor in getting these issues resolved quickly. The other members of staff involved in our sale at Romans Uxbridge, were also very good, and were all very polite, friendly and professional. Special thanks in particular to Arun who did some of our viewings, and Natalie from the Move Management team.
Dear Robert, Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating! Many thanks, Customer Care Team
5/5
TrustpilotGreat service from Sam and his team
Great service from Sam and his team, who have helped us find a new property to let. We are very happy about the place we have found.
Good afternoonCustomer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating! Many thanks, Customer Care Team
5/5
TrustpilotFantastic service
We had fantastic service selling our flat with Saad at Romans Uxbridge. He found a great buyer for us. We had doubts at the time and a competing offer, but he convinced us to go with with his buyer with well reasoned cogent explanation of facts and details, which we are very glad he did! He was also vital later on in the selling process when some delays and communication issues arose between the conveyancing solicitors. He was quick to fully understand the issues and communicated quickly and clearly with the buyer and their solicitor, which was a key factor in getting these issues resolved quickly.The other members of staff involved in our sale at Romans Uxbridge, were also very good, and were all very polite, friendly and professional. Special thanks in particular to Arun who did some of our viewings, and Natalie from the Move Management team.
Dear Robert,Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating! Many thanks, Customer Care Team
5/5
TrustpilotBrilliant service as always!
Brilliant service as always from the Romans Uxbridge team! As a landlord I’ve dealt with Zara for many years and she is exceptionally competent, professional and highly knowledgeable. More recently I’ve had contact with Arun, again receiving great service and support. It’s always a pleasure to do business with these guys, thank you!
5/5
TrustpilotGreat 👍
Aston was lovely, really friendly and didn’t mind my little one showing her all his toys. As she left, my little one said “I really like that lady she was really nice”.
Dear Holly,Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating! Many thanks, Customer Care Team
5/5
TrustpilotWonderful Experience
We have rented with Romans now for the last 2 years, and it’s been a very pleasurable experience. We were moving into our first rented property - we were assisted and helped at all angles by Romans and I cannot praise Aston enough who has been an incredible property manager. She is extremely helpful, kind and always willing to give advice or knowledge. Aston has made our moving process a breeze and it wouldn’t have been this easy without her. Thankyou for everything!
Dear Chlo,Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating! Many thanks, Customer Care Team
5/5
TrustpilotGreat Customer Service!
I just want to compliment Romans on their great customer service. I was in the position of seeking a new apartment to rent and my main contact at Romans, Anais Payne, helped me to find a suitable property that met my requirements. She always replied to my email enquiries promptly, in a courteous and professional manner. The process of obtaining a new tenancy went smoothly, with guidance provided by Romans throughout the duration. Thank you Romans!
Dear GarethCustomer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating! Many thanks, Customer Care Team
1/5
TrustpilotUtterly incompetent
The entire year of my tenancy I’ve been contacted by multiple Romans agents accusing me of not paying rent, while all payments were made on time. I’ve sent proof of payments to all the agents that contacted me, all of them said they will fix the issue but they never did. Even their credit control department took up the issue but never fixed it. My landlord has no issue with my rent payments and has agreed to extend my tenancy, yet I still keep getting emails about unpaid rent. Utterly incompetent staff and company, can’t even sort out the transfer of accounts after acquiring another agency
Dear Kasparas,We appreciate your feedback and thank you for taking the time to let us know about your experience. We strive for nothing less than excellent service, and we always take it very seriously when we hear of any dissatisfaction from our customers. We are sorry we did not meet your expectation in this instance. If you would like to contact us at customercare@lrg.co.uk we will be happy to look into this for you.Many thanks, Customer Care Team
3/5
TrustpilotImproving communication
The selling of the service is excellent; once that process has been completed, the communication is sometimes poor, always by email and automated. I pay for a service, but I'm still required to carry out all the work eg assess inventory report pre and post tenant. I would expect them to inform me of the issues, recommendations etc and then let me decide whether I need to address, accept, decline etc. I dont apportion any blame to the inexperienced people I deal with, but its clear the support mechanism or training is not in place to assist these individuals development.
Mr Michel, we really appreciate your positive review!
1/5
TrustpilotI'm horrified how a company like Romans…
I'm horrified how a company like Romans Group can still operate and have customers or landlords doing business with them. If you are a landlord looking to let out your property please AVOID them till you can. If you still think that Romans is the way to go then make sure you understand renewal cost and any administration fees they will charge.From my experience the level of service is really bad and costly. They communicate with me only when they need something and all you get is access to online account management site for £140 a month.Unfortunately monthly management fee is not all they deduct. There is also around £50 for "Romans RLP Fee 3.00%" and "Deposit Protection Fee".I'm leaving them. Too many bad things happened to me.
1/5
TrustpilotLiving in Romans Time...Worst Experience
Where do I start? Living under Romans Estate Letting has been the worst experience since renting in the UK. All they do is Routine Property Visit, ensure that the rent is paid on time but failed to respond to critical repairs such as replacing heater which caused ill health during the winter season. They did not care one bit that I had to go through winter without adequate heating. All they did was promise to fix the problem until it reached the point where my husband could not risk our health anymore. We had to leave...and leave with urgency. After serving the notice, the property manager called to ask if they fix the heating if we would stay. How inconsiderate and rude. Are we animals ? This problem of inadequate heating was reported consistently since March 2017. We left the property on January 31, 2018 and it was not addressed. Now this dodgy company has refused to return my deposit. Romans Uxbridge....the worst estate and letting agents ever. The property manager is not effective. I hope no one else will experience the months of discomfort my husband and I faced. Romans....never again!I need my deposit back!
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