Every review we hold for the Woking office, from every platform, shown as written. First names only.
★★★★★ 5/5
GoogleWe recently bought a house through Waterfalls. Having dealt with numerous estate agents during our search, I was immediately struck by a difference in the way Waterfalls operate. They are more professional and more personalised in their approach. They ensured that updates were shared amongst the team, so that whoever I spoke to, they knew our situation. They knew their properties well and got to know our needs, working hard to connect the two. Having found us a fantastic house, they then managed the process of negotiation and beyond very well. We wouldn't hesitate to sell our property through Waterfalls when the time eventually comes around.
Brooke · 27 August 2016
★★★★★ 1/5
FacebookBy far the worst letting agent I have ever dealt with. When they first registered me for a gas bill, which was included in the rent, I still thought shit happens - then two month after the complaint I get a water bill. Toom the landlord and me weeks to sort all of it out, as Townends either had no idea or was plain unhelpful. Just when we thought their mess was fixed they canceled my registration with council tax (which was not included) and it took another three month to get things fixed! It does not help that no one ever replies to e-mails, the branch doesn't know what head-office is doing and the agents are outright rude. During my notice period all I asked for were 24h notice before a viewing (since Townends couldn't get the spare key to work for whatever reason) so that I could be there. They still kept calling in the afternoon for evening viewings and then acted all prissy when I told them I had already made plans.
Moving out was no better, which the inventory lady rude enough to arrive 15 minutes late and then not even rang the doorbell, but tried to get in with the spare key by herself although she knew I should be there. What the...? And a few hours later the agent tells me to arrange another viewing, because clearly no one talks to each other and/or people just forget when the checkouts are scheduled. Either way I as glad to be out of this place, which is a shame because the apartment and the andlords were lovely and deserved better.
Needless to say I am still waiting for my deposit to be returned. So if any of the perople at Townends reads this - which I doubt - please contact me as I want to have it back and close this awful chapter asap.
Sina · 6 August 2016
★★★★★ 1/5
FacebookTownends Estate Agent - Streatham Branch, has just been, to say the list, unprofessional. We had our flat listed with them for 2 months and they only produce very few viewings. After that we decided to serve them the contractual noticed of 2 weeks, which ended yesterday 22/07/16. However, during the notice period they, without our agreement, reduced the asking price. Also, still showing our property on the internet. Phone calls to the office have proved irritating to say the least. I ask for the manager and he is never there. I leave messages and he never returns the calls. Emailed yesterday complaining and no reply. What are they playing at?
Silvio · 23 July 2016
★★★★★ 2/5
GoogleRented a property through this company. Communication was slow and on same parts we were chasing them to complete parts of the process. When we had some issues with the property that needed work we had to chase several times. Now using a local company and they are really swift and proactive! Improvements needed from waterfalls.
Sebastian · 20 March 2023
★★★★★ 1/5
Googlethe worst Estate Agency out there in woking, and have been an absolute nightmare, as tenants, to deal with. The majority are unprofessional, unreliable, utterly useless and complete liars. I will never, ever, use this company for anything ever again.
J · 20 March 2024
★★★★★ 1/5
FacebookI have been without hot water since the 10th September- I have engineer upon engineer out - thought they had fixed it yesterday but it’s not fixed - so upset - I have 2 young children- just want this issue to be resolved.
Kate · 13 October 2018
Agent replied
Hi Kate,
We pride ourselves on our customer service and we are sorry you feel on this occasion we have not met your expectations. I understand you have been in contact with our Head of Property Management to get this issue promptly resolved.…See more
★★★★★ 5/5
GoogleReassuring and helpful staff at Waterfalls who made our stressful moving experience bearable. Matt and Steve, very happy to assist with queries bringing a touch of humour to the proceedings. Anna and Rachael very efficient, supportive, patient and kind. Thank you to you all.
Linda · 27 August 2017
Agent replied · 26 August 2023
Dear Linda, Many thanks for taking the trouble to review your experience with Waterfalls. I'm glad the team supported you through your stressful move, and added humour too! We wish you all the very best for the future. Many thanks for using Waterfalls to help you move.
★★★★★ 5/5
GoogleMatt has been absolutely lovely and professional whilst selling our house. He is genuine and works hard - a truly lovely guy!
Michelle · 26 August 2020
★★★★★ 5/5
GoogleAnna Doyle was very professional and communication was very good.PositiveResponsiveness, Quality, Professionalism
Julia · 22 June 2022
★★★★★ 1/5
Facebookwhen you send them emails plus visit there shop in Guildford and speak to Mr Bicknell and the Compliance section you get no response it is a case of got me money so bleep off jokers no care of peoples well being
Mark · 14 October 2018
Agent replied
Hi Mark,
I am sorry to hear your emails and branch visits have not been responded to. I can confirm we have received your email sent yesterday and someone will be in touch shortly to discuss this with you.
Kind regards,
Amber Brackley
Head of Customer Experience, Townends Estate Agents
★★★★★ 4/5
GoogleMatt at Waterfalls provided a professional, personal service, offering honest advice and regular updates on the sale of my property. He was a pleasure to deal with and did all he could to ensure that things moved forward as quickly as possible.
Richard · 27 August 2018
Agent replied · 26 August 2023
Thanks for the great review Richard, we're delighted to have acted for you and hope you're very happy in your new home. Best wishes, Andrew Waterfall
★★★★★ 5/5
FacebookAs a long serving employee, I would recommend Townends as a great Agency to work for with so many internal opportunities and training programmes available
Rob · 22 March 2019
★★★★★ 1/5
FacebookYou always need to chase. I have reached out to the property management side and they seem swamped and therefore are unable to help. I had a £10 bill converted to a £110 bill. I am now chasing for a refund but they just seem to charge whatever they want. Its really frustrating.
The local agents are OK, its just the property management side. You always have to chase, chase and chase.
Sarvender · 1 June 2019
★★★★★ 5/5
GoogleWith Kevin's excellent assistance in the sale of our property we went from initial marketing to completion in an amazingly short time. The whole process was professionally handled and would highly recommend.PositiveProfessionalism
Matthew · 28 August 2021
Agent replied
Hi Matthew, thank you for the great 5* and for taking the time to leave feedback. Its great to hear how Kevin was able to assist in the sale of your property 😊 We wish you all the very best - Claire
★★★★★ 5/5
GoogleA troublesome sale that was made so much easier to cope with by the amazing staff. They went over and above the call of duty. A very professional service from start to finish combined with a personal touch - excellent customer service.
Hazel · 27 August 2016
Agent replied · 26 August 2023
Thanks for the review Hazel, we were delighted to help with your sale and we all hope you're very happy in your new home! If you're ever back in Woking, please do pop in and say hi.
★★★★★ 5/5
GoogleExcellent service throughout. Advice on preparing the property for sale, marketing, price achieved and management of the process, were all exemplary. Highly recommended.PositiveResponsiveness, Professionalism
Martin · 22 June 2022
Agent replied · 21 June 2024
Thank you Martin, very much appreciate your kind comments, and I'm pleased everything went to plan. Best wishes, Andrew Waterfall
★★★★★ 5/5
GoogleWe had a really good agent in Anna, who moved quickly so we could secure our property and move in swiftly. Excellent customer service and feedback.
Jack · 12 March 2022
Agent replied
Hi there, thanks for the 5* review, Anna will be thrilled 😊Thank you for choosing Townendsand we wish you all the best - Claire
★★★★★ 1/5
GoogleLettings
Awful service.
Eille Lawrence is difficult to deal with.
Eillimoo is not honest and frustrating.
Avoid all cost worst agency in woking
George · 25 June 2017
★★★★★ 5/5
GoogleThank you Scarlett for all the help you have given me in finding my ideal home. Would definitely recommend
DK · 30 July 2019
★★★★★ 5/5
GoogleVery pleased with the service provided by Anna Doyle. All very warm and very touching. Would definitely recommend her.PositiveResponsiveness, Quality, Professionalism, Value
Jasmin · 22 June 2022
Agent replied · 21 June 2024
Thank you for your kind review Jasmin, and we hope you're very happy in your new home. Best regards, Andrew Waterfall
★★★★★ 1/5
GoogleLack of care in regard to the tenant. Slow to respond (if ever). They only have urgency to deal with something if it benefits them in some way.
Vana · 31 May 2021
Agent replied
Hi Vana, thank you so much for taking the time to share your feedback with us. We are disappointed to hear how unhappy you are with your experience and I would love the opportunity to discuss this in greater detail with you. Please email me directly at help@townends.co.uk with any concerns you have as I would like to make sure that any outstanding issues are resolved ASAP. Thank you, Claire
★★★★★ 3/5
GoogleWe let our property our through Waterfalls, Woking. Very disappointed with their services because they were not proactive or communicative and didn’t seem to care. I would not recommend them at all. Sounds like the sales side of their business is much stronger than the lettings side. 😞 …
SP · 29 November 2022
★★★★★ 5/5
GoogleDespite a drawn out purchase due to issues with our sale the team at Waterfalls never stopped helping us and we managed to move into our dream home with their support. They are a very nice team, very down to earth and none of that annoying 'young estate agent flash' that people complain about. I can fully recommend them for their customer service and knowledge of the property market.
Jason · 27 August 2016
★★★★★ 5/5
FacebookHighly recommend Woking estate agent, friendly staff and very helpful professional with dealing with my requests. 5 ⭐️
Freda · 29 March 2019
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.
