Stirling Ackroyd West Byfleet reviews in Woking

★★★★★ 5/5

Trustpilot

Thank you!

Thank you!I would like to say a HUGE thank you from myself and my partner for such a seamless experience. This process can be very stressful but the individuals at SA made is so easy for us, we are indeed grateful. Thank you so much to Sheldan Bechie who has been exceptionally helpful, polite, professional and a pleasure to meet. From correspondence to any enquires we had, the team have been awesome. Thank you!

Tola · 8 July 2024

★★★★★ 5/5

Google

My wife and I had our first experience with Stirling Ackroyd, and Hayden was fantastic in helping us find a home to rent. Our very first viewing with him was enough, which saved us a lot of time. … More

Stanley · 23 September 2025

★★★★★ 5/5

Google

I want to thank the team, particularly Hayden Davies for going way above and beyond to help me swiftly complete my contract for a lovely flat in Addlestone. I have had a really rough journey these past few months and this was incredibly swift and painless for me. I have a lot to look forward to now thanks to Hayden and the team.

James · 16 December 2024

★★★★★ 5/5

Trustpilot

Polite and personable

David was polite and helpful and importantly struck the right balance between being personable and fostering a good relationship and being to the point with answering queries. Not only did he sort my viewing times out rapidly, he also recommended another property that I actually liked even more than the first, his colleague who picked up on the lead was also really helpful during the viewing tour that David organised.

Ez · 29 August 2024

★★★★★ 5/5

Trustpilot

The Stirling Ackroyd team in Bermondsey…

The Stirling Ackroyd team in Bermondsey have been great people to work with, especially Daniela, Onal, and Max during the viewing and checkout processes. We stayed almost two years in our flat and the team have been very effective points of contact with the landlord.

Franklin · 5 May 2026

★★★★★ 5/5

Google

I’ve recently sold my house through Stirling Ackroyd. The ‘old’ Waterfalls team that I signed up with were, on the whole, good to work with, especially Noah who did my viewings and initially continued to coordinate with my purchasers. He was calm, responded quickly and helpfully to my enquiries, nothing was too much trouble. I am, however, sorry to say Stirling Ackroyd’s Sales Progression team were anything but. I give Noah 5 stars but wouldn’t recommend Stirling Ackroyd.

Helen · 29 March 2024

★★★★★ 1/5

Trustpilot

Thoroughly unpleasant experience

My painful journey with this incompetent company began on the 25th of July 2023 it is now 17th November and the situation will not be settled for another few weeks yet. My son rented an apartment with them in Woking, and all was fine whilst he was moving in. Once living there, he experienced problems with energy and had no hot water or heating for almost a week and despite numerous requests for help, received no support or assistance at all. However, the main problem started when he moved out. We left the apartment in an excellent condition; I have a rental property myself and am fully aware of the standards required at the end of a tenancy. The check-out report confirmed that the property was in a very good condition and only required a light clean. An example of what was listed was that the top of the boiler needed dusting. It was about 10 feet high, and we didn’t have a ladder so, picky but true, we did not dust the top of the boiler. This is where the story begins to unravel. Chantae Williams (Property Manager) made a basic mistake. She clearly hadn’t read or not understood the check-out report and ordered a full professional clean costing £276 when all that was required was a light clean of maybe an hour or 90 mins. I spoke to Max Anderson at the Woking office who agreed with me and quoted that the charge for that would be £30 an hour. Expensive but I was willing to accept a bill of £45 knowing that estate agents will always overcharge you. I politely explained to Chantae that she had made a mistake and pointed her to the photos I had taken of the apartment as we left it and the check-out report. You would think she would have realised her mistake, apologised and retracted the charge. But no. She did not answer emails, she put her “out of office” notice on and did not call to discuss it. I spoke to Max again who was clearly very embarrassed by her unprofessional behaviour and went to great lengths to make sure that I knew she wasn’t based in the Woking office and said that the problem was that she was based at home and working alone and didn’t really know what she was doing. He also implied that I was not the first to complain about her. Eventually I asked Chantea to give me the contact details of both her Line Manager and Area Manager. She refused to give these to me (!) and said that if I didn’t agree with her then I would have to go through the deposit dispute system! I won’t bore you with the numerous emails, un-returned phone calls and disastrous lack of communication over the next few months or the utter frustration at their disastrous incompetence. Eventually, Katy Harris (Head of Property Management) finally contacted me. She offered me the undisputed amount of the deposit back, almost £1000 that they had withheld all this time! I was very relieved to finally have most of my money back at long last. Three weeks later Chantae emailed me out of the blue and offered me the undisputed amount of the deposit again (!) A week later she contacted me again to say that she had been advised that I had already received it. Honestly, what an utter shower. I continued to email Katy Harris, but she seemed to have a staggering inability to both appreciate the issue or to return emails or phone calls. This fact was confirmed to me when, a couple of weeks later, Katy offered to return the undisputed deposit back to me for the THIRD time! She clearly did not have a clue and, after three months, of discussing this one and only issue over and over again she then wrote to me asking me if I could explain the problem to her. It literally beggars' belief. You could write a comedy sketch out of the incompetence of these supposed “managers”. Stirling Ackroyd are more than happy to take money from you or their landlords but will not take responsibility for their own mistakes. They need to take ownership for their errors and not abuse the system. I feel that I have been banging my head against a brick wall for over three months and it has, surprisingly, been a relief to have to resort to the deposit dispute system where I have fresh hope that I will be dealing with intelligent, decent people who can understand clear facts and basic English. I will never deal with the untrustworthy Stirling Ackroyd again and strongly advise anyone to avoid them if at all possible. As a footnote I have been reading all the negative reviews on Trustpilot and have noticed that they just copy and paste the same response to everyone, it’s laughable really and yet another example of the calibre of the people who work for the company. I wonder if my response will also be “We are sorry we did not meet your expectations on this occasion and that we’d like to investigate your comments further”. My response to that would be “you’re clearly not sorry and you had over three months to investigate my comments and chose not to do so” Never again.

Tiffany · 17 November 2023

★★★★★ 1/5

Trustpilot

I consider this agency unprofessional

I consider this agency unprofessional, after having made an offer for a commercial space, we discovered that the space was still available on their site, and when we reported it to them they told us that our offer was in competition with other offers.. Again more serious because I never received an email telling us this. Then they told us that the owner asked the agency for 3 months to rent this space. Which was not communicated to us when we visited the commercial property. And this makes it even more unprofessional... Because if this information is not acquired first by the tenant, this agency probably doesn't know how to do its job.Their lack of pressure lies in not having communicated all these things beforehand. In addition to calling me only to say in threatening tones to remove this review,. Truly an unprofessional agency..

Andrea · 5 November 2023

★★★★★ 5/5

Google

We had a quite fantastic experience buying a home through Waterfalls, managing to Complete a Transaction within 5 weeks (with a week of Christmas holidays in the way). Having identified the Pyrford/West Byfleet area as where we wanted to settle we saw over 30 homes with all the agents in this area over a 2 month period and Waterfalls were by far the stand out. Not just for their deep local knowledge, but the honesty and swiftness with which they communicated, all the while acting of course in the best interest of their clients, the sellers. For anyone looking to sell/buy in this area, there is no one else worth calling. Thank you Tim, Dean and the rest of the team!

Ben · 26 October 2023

★★★★★ 5/5

Google

I have to say that Waterfalls was amazing and very patience with us. We started with Dean, Tim and Bianca at West Byfleet office excellent service from day one After Bianca left we had Anna from Woking office well what a Star if it was not for her calls and reassuring us I think we might have walk away We had a call every time there was news from anyone in the chain. We would like to thank Anna very much she got us through it. Brian and Carmela

Rojodeabajo · 26 October 2023

★★★★★ 1/5

Trustpilot

Landlords abroad: beware!

18/09/2023: As predicted, following check out the tenants have come back disputing the amounts proposed by the independent check out Clerck and Stirling have just forwarded this for me to handle!I've had my house in Townends, then Stirling Ackroyd's books for rent since 2005, so 18 years of frustration and anger. I have explained on countless occasions that it was NOT a money making business, it is MY house and I needed an agent to look after it and be my eyes and ears. Over the years, I have had lots of problems, I found that living abroad meant that agents don't care, don't represent you and the tenant (being there) was ALWAYS given preference! This was proven to me times and times again! This year however, the tenancy problems went TOO far! Tenants complained about numerous problems. In dealing with it all, I realised that the agents are NOT managing the property, they are just LIAISING between different parties (tenants, contractors, landlord). That is not what I call managing a property. Recently, they sent me a quote of over £1000 for a 1m2 flooring! Any idiot could see that was way too expensive but not them! £380 material + £673.83 labour I wasted time telling them that was outrageous and to get them to send someone else!I complained over their complaint procedure several times on very different things but all relating to the same problem really (lack of management). Each time I'm contacted by some supposed manager of sort, who gives me the sales chat and tells me they have taken my complaint VERY seriously and will allocate a property manager (lucky me!) so that I only have 1 person to deal with! Rubbish!!! Of course, that's not true, I still got tons of different people contacting me on different issues! The last property manager was useless, to the point that Stirling Ackroyd sacked her, I was told, although they had told me she was extremely professional and been with them for a few years!!! Why didn't I change Estate agents? Living abroad makes things complicated and as they say better the devil you know....! This year, the property has been so badly managed that I have had to fly over to sort things out, get rid off the tenants and I have ended the contract with this company! I am surprised to see that they get some good reviews, perhaps the ex-Townends branches (Egham) need to be investigated as the customer service there is poor! Oh, I was told: "Now that we have physically met and moving forward, I will make sure your property is looked after properly...."To which I replied: "there won't be any moving forward..."

Hinda · 18 September 2023

★★★★★ 1/5

Trustpilot

Is this the way you manage the property

Is this the way you manage the propertyAwful check in and checkout experience with the property managed by Sterling Ackroyd 70-80 percent of these issues were resolved 2 weeks after check in. I have handed over the flat in much better condition at checkout and they are not happy and claiming cleaning expenses.And they claim they provide professional cleaning service. such an awful experience There was several issues noted below during checkin.First of all, they won't tell you where the keys are. No appropriate communication. They keep you waiting for hours and hours at door of new property. They don't answer your calls. Oh my god, such a terrible experience1. Bulb replacement - 5-6 Bulbs are not working. 2. Fixing Bathroom sliding door which is not working. 3. Fixing TV door stand - which is not in proper working order4. Fixing Lounge main window - which was broken5. Fixing table stand in bedroom 1 - which was broken inside6. Kitchen Sink tab replacement or fixing as it is damaged7. Kitchen sink water clogging8. Lounge ceiling bulb shelf broken 9. one of the Kitchen shelf inside desk broken 10. Kitchen table wrap was teared near hob Hygiene Issues:1. Commode (Toilet seat) is so dirty and full of limescale which looks very ugly. 2. There are stinky marks on the floor and on most of the table stands & tv stands especially the one which is in the lounge area. 3. There are 3-4 used cigarettes on the floor, I had to remove by myself4. Oven and Bread toaster are in worst condition.5. Hob is not cleaned. 6. Lounge Large windows from inside looks very dirty.7. Wall crack under the sink 8. Old tenants used masks are kept on tv stand9. Old tenants used items were not removed and left them in the house.10. Fridge has evil smell

Phanindra · 31 August 2023

★★★★★ 5/5

Google

We would like to thank Antonios and Noah and everyone else at Stirling Ackroyd for their exceptional customer service and support from start to finish in the purchase of our house. Suzanna and Sandra from the sales progression team were amazing in keeping things moving along and making it happen! We managed to complete on our property in 2 months which was our goal, and although it wasn't always easy the guys at Stirling Ackroyd were amazing and made us feel at ease. Thanks so much!! Would highly recommend.

Liberty · 18 March 2025

★★★★★ 5/5

Google

Recently sold my house in Hayes through Stirling Ackroyd. I cannot fault their customer service and their ability to deliver on their promise of a quick sale by having lots of viewings. Brendan Kelly was brilliant throughout, he did a fantastic job of showcasing our property and getting the house sold. He then kept us up to date with the process until contracts were changed. Highly recommend and will definitely use them again.

Gurinder · 29 January 2024

★★★★★ 4/5

Google

Moving is never without its stresses and hiccups and this was no exception. However the way in which Max handled these in a professional, polite manor was exceptional. It made a big difference. He was calm, efficient and generally great to deal with.

Sam · 16 April 2025

★★★★★ 1/5

Trustpilot

Very unprofessional and uncaring people

These guys are a joke, which might be an understatement.We had a 1-year rolling contract with a pay review at the end of the 1st year, in July 2022. In November 2022, they emailed us that there was an unexplainable system glitch and that we should back pay them for four months based on the RPI of July, which was 12.3%. There was no negotiation involved. Just a demand to pay the extra £2,695.20 for 4 months. Since when does pay review mean automatic readjustment??? 🤯🤯After that day, they were harassing us to pay for the extra money almost every day. On the other hand, when we were chasing them to fix a serious health and safety issue on our flat, THEY WERE NOT EVEN ACKNOWLEDGING OUR EMAILS for 6+ weeks. Little to say that the issue was fixed after 10 months pretty much! 😳😳Very unprofessional people in general and would highly avoid having them as property managers

Dimitrios · 15 March 2023

★★★★★ 5/5

Trustpilot

Ms Georgia Ellis Buckle has been very…

Ms Georgia Ellis Buckle has been very professional in our discussion with her regarding the leasing of an apartment. She is prompt with her responses to our text messages, thorough and clear with her explanations. She is also interested in understanding my needs or concerns, and comes across as wanting to help me achieve what I am aiming for.

Josie · 18 June 2024

★★★★★ 1/5

Trustpilot

Concern regarding privacy and professionalism

Terrible agents with absolutely no respect for privacy. I have never used their services, yet their staff contacted me on WhatsApp saying they wanted to arrange a viewing of a property I stayed once. I am neither the landlord nor the tenant, so I have no idea how they obtained my number or why they thought it was appropriate to contact me.

Kurapika · 20 August 2026

★★★★★ 4/5

Trustpilot

Sarah Jones has been extremely helpful

Sarah Jones has been extremely helpful, professional and pleasant to deal with.

Ibrahim · 2 September 2026

★★★★★ 1/5

Trustpilot

We rented a property managed by this…

We rented a property managed by this agent, which was in poor condition. Damp in bathroom with no ventilation installed and they expected us to keep windows open during winter to improve ventilation. Mice and RAT droppings found in kitchen and bedrooms. Holes in door leading from utility room to garden which is probably how the rats got in. Poor plumbing. E rated efficiency. And the maintenance manager was rude and abrupt.

Sonia · 2 June 2026

★★★★★ 5/5

Google

We received an excellent service from Matthew at Stirling Ackroyd when renting our flat in Richmond. Matthew was excellent with his service, understanding of our requirements and ongoing communication. Even when everything was signed, Matthew helped to pick up any issues to ensure our rental went through smoothly. Nowadays, a rare quality of customer service which we would definitely recommend.

Beverley · 28 February 2024

★★★★★ 1/5

Trustpilot

This could turn into the longest…

This could turn into the longest negative review ever written but will abbreviate it as much as I can. Issues faced was nothing to do with the letting agent who showed us the property as she (Becky) was amazing. The problems started with the management company side of things and the pure neglect they have shown us as tenants, being all for the landlord and not us:1) Fridge broke, we had to store our sons medicine so was made clear that this was urgent to be resolved. I offered to buy a fridge because of the importance and they said no it cannot be done the landlord will approve the purchase that they find and it will resolved. 7 days this took to get a fridge, I could have had the exact fridge that was supplied delivered next day by currys!2) Carpet coming away from runners and on the stairs, trip hazard. Took 2 months to have someone to come see this. 3) When moving in we was told the garden would be dressed back to a level that was easy to manage. This was never done and we was left with 4ft weeds and stinging nettles over a 20m2 area of the garden, really great when you have an 18month old. Anyways after constant chasing a workman was sent round who said "I am being paid a bit of cash to do this, never done anything like this so will do my best". Credit to him he did do his best and worked very hard. But should maybe a specialist not been sent round, a official contractor with liability insurance? Illegal? He took a tree out with a hand saw!Anyways from point of reporting this took 7 months to get someone over. Still not even done as they left debris and didnt remove the weeds just cut them short. All grew back in 4 weeks. When the clearance started a skip was provided we was assured this would be gone by the weekend as it was blocking all of the drive so we had to park our cars on the roadside over night where they are not insured to be, even this could not be arranged properly, the skip was removed 4 days after the quoted day given.4) Boiler broke and kitchen sink leaking from underneath - Boiler engineer come round and said a new part was needed. 5 weeks until the go ahead was given for this and the repair carried out. Engineer looked at the sink and confirmed that the sink and tap had been badly installed and needed to be repaired or replaced to stop the leak. The answer we was given by the management company "you must be using it wrong". I can assure you in my 36 years I have learnt how to use a sink.5) Flooring bards in the kitchen where missing or broken, this again took just over 2 months to resolve. Now the final and main issue:We signed a 3 year contract. Phone call on a Saturday morning to say the landlord needs to sell the house as they cannot afford to run it. So will be ending or tenancy in November, we said ok but we need to start looking now due to the housing demand and should we find something then we will serve a month notice. Well we did find somewhere, so served 2 months notice. Just doing our referencing and Arran at the management company will now not complete the referencing until he hears from the landlord about if she wants to charge us remarketing fees for the early exit? We was told, she is selling the house because she cannot afford the house, had we not been told that then the notice would never have been served until our contract stated we could. Fine charge us fees but complete the referencing and do not hold us over a barrel as we are just trying to secure a nice safe home for our family. Time and time again we have been let down by the management side of things and I for sure will never recommend Stirling to anyone. Arran is great for landlords but not for tenants. If you rent through Stirling then make sure the landlord is not paying them to manage the property because you will get treated like absolute S**t if they are. The house is literally falling apart, through all the problems we have continued to pay our rent on time and in full each month, maintain the property as best as we can and even make some improvements but this is not seen good enough to simply complete the referencing. Appalled by the treatment we have and are receiving.

Jordan · 14 July 2022

★★★★★ 1/5

Trustpilot

Disappointed

I have sold many properties using several different estate agents. I am sorry to say that Stirling Ackroyd Sales were uncaring, arrogant, and unhelpful and caused a lot of stress for the parties involved. They managed to get us a buyer within a week, which was great, but then did nothing. Their communication was disgraceful. When we emailed them we got no reply or an auto-return 'we are busy and will get back to you in 24-48 hours', which they never did (4 times!). We paid a lot of money for this lack of service.

Deborah · 25 May 2022

★★★★★ 5/5

Trustpilot

Thank you Ellis

I spoke to Ellis Craig this morning when I was trying to book in a house viewing. He was very nice, helpful and happy and was able to get the branch to offer me a viewing at a time to suit me. Thank you

Emma · 8 November 2024