Burchell Edwards - Estate & Letting Agents Reviews 243

If I could leave no stars I would,

Sheldon branch, totally incompetent, not able to manage my property effectively, and the account team not able to answer questions in a timely fashion. When switching to another agent made the process more difficult that it had to be with deposit not return to Tennat in over 6 weeks

As other reviewers have stated , even 1 star is too many.
As an ex-tenant who was awaiting the return of my deposit, my experience with Burchell Edwards Burton was nothing short of painful. It took so long to get my money back that I had started to suspect that I would never see it. Fobbed off at every turn, first of all I had to chase the email that stated I agreed with the amount being returned, then Chloe went on leave, then Noah said all the right things in her absence but still so pennies. Then there was an issue with my landlord's signature which was not communicated to either of us until he chased them, yet again. He then provided a text as advised by them and still no money. It literally took the landlord advising them that he would not sign the contract for the new tenant until my tenancy was done and dusted and then - low and behold, what a surprise the monies owed were paid into my account the very same day!! I genuinely believe that they would never had paid the deposit back at all had we not both been so determined in chasing it. I also reported them to the Tenancy Deposit Scheme as the deposit was insured by them.

Selling your home? Go elsewhere!!!

This was an absolutely appalling experience. We chose this agent over cheaper options because they promised speed and efficiency, instead, it took over 3 weeks just to get our property live, only after relentless chasing. No initiative, no urgency - they didn't even bother to put up a "For Sale" sign.

Once listed, they secured zero viewings. Then, after a couple of weeks without warning, we noticed they had removed our property from all platforms and lied about it when questioned. Rude, dismissive, unapologetic and completely dishonest.

The basics were a mess: we were wrongly told an EPC wasn't needed, the listing description was weak, and the photos were out of order and failed to capture key period victorian features.

We even had friends and family call as "mystery shoppers” - calls were rarely answered, and when they were, they were told to call back as only lettings staff were available. Voicemails to try organise viewings went unanswered entirely.

Delays, misinformation, terrible communication, and zero accountability. A complete waste of time. Avoid.

I am currently renting a property in Derby city centre managed by Connells/Burchell Edwards, and my experience has been extremely disappointing and, more recently, unacceptable.

At present, the property is uninhabitable. I have been dealing with a faulty toilet pump for over 12 weeks, despite reporting the issue promptly, which has now completely clogged and is unusable. I have also been unable to use the shower for the past 3 weeks due to a damaged bath. As a result, I have been forced to temporarily move out of the property, incurring significant disruption to my daily life, work, and wellbeing.

From the outset, the tenancy was problematic. Prior to moving in, I requested a second viewing to check appliances and general condition of the flat, which was refused. During my memorial viewing I stated that the place was dirty, but I was assured the property would be professionally cleaned; however, upon receiving the keys (after a two-hour delay caused by incorrect keys and no electronic fob to access the building) the flat was in a poor and unsanitary condition. Issues included visible mould around windows, dead insects throughout, mouldy food on the cooker and kitchen cabinets, unplumbed kitchen sink and broken sink pump, damaged and unsafe fittings including loose sockets and radiators, a covered smoke alarm, no locks on doors that were advertised as lockable, and general disrepair and waste left behind. They also advertised the building as having decent internet wired in, but this was not true as there is none available.

Although a maintenance contractor was eventually sent, it took weeks for the sink to be fixed, and in the end only some issues were addressed, leaving several unresolved which I had to sort myself. Some are still issues to this day despite repeated reports.

More recently, serious problems have been handled with a dreadful lack of urgency. A broken washing machine has taken 9 weeks to be arranged but has yet to be fitted. The ongoing toilet issue, caused by a faulty macerator pump that I reported on the first day of the fault, has still not been resolved after three months and has now completely failed, nearly flooding my bathroom. Furthermore, after reporting that the shower had broken when stepping in it, there was no response until I reported it again after 2 weeks, and I have since been informed that repairs are being postponed while the landlord seeks cheaper quotes. In the meantime, I remain without essential bathroom facilities in a property which I am paying full rent for.

Throughout this process, communication has been poor or nonexistent, and there has been little acknowledgment of the severity of these issues. I have not received a meaningful apology, and the lack of action has caused considerable stress and inconvenience to both my work and personal life.

Based on my experience, I would strongly advise you avoid this company at all costs.

Worst estate agent I’ve ever experienced. Tried to persuade us down the auction route and then quoted £3900 for a traditional sale, which was £1100 more than any other estate agent we contacted. Clearly thought they could take advantage of us but thankfully we are not novices and went elsewhere. Would never recommend them.

Very dissappointed, my son and daughter in law let down, property on the market at £200k Offered £202k offer accepted and letter sent to them by Burchell Edwards, advised to use there mortgage advisor but there costs were high so they decided to use a independent advisor, after instructing them a week later they send a email to say the vendor has received a higher offer so here's your last chance to up your offer again, No deffinatly not, I hope they sleep well at night knowing how they affect young lives?
Surely a official acceptance letter is what it says it is clearly not!!

Extremely poor service – misleading communication and rent chasing after termination.
I had a very disappointing experience with Burchell Edwards – Castle Bromwich branch (Birmingham).

Their service was extremely poor throughout. There was little to no proactive communication with the tenant, yet they were very quick and organised when it came to fees and money.

Even after I gave formal written notice to terminate the rent collection service (with the termination acknowledged in writing by their own staff), their arrears department continued to contact the tenant chasing rent. This was done after I had already been instructed by Burchell Edwards to deal with rent payments directly with the tenant, and after I had done exactly that.

This kind of misleading and contradictory communication happened multiple times, despite everything being clearly confirmed in writing. It caused unnecessary confusion and stress and gave the impression of a complete lack of internal coordination — or worse, chasing rent when they were no longer authorised to do so.

Based on my experience, I would strongly advise landlords to double-check everything in writing, especially when terminating services. The overall service quality was extremely poor, and I would not use them again.

Absolute useless company. Complete waste of time, and they just genuinely don`t know what there doing, use at your own peril.

As others, given one star because there is no option for zero. I am currently on a 26 week sole agency with this company, 12 weeks in and it has been awful. It has been a procession of unreturned calls, failed promises, and the worst, their sales line is an almost continual answerphone. Even if you leave messages, they arent returned. If the vendor cannot get through to the sales line, then potential customers cant either. Finally making a complaint about this, I have been met with animosity, and I have uttelry no faith that this company can sell my property or will make any attempt to do so, given todays conversation with them. Despite having the evidence of a call log on my phone detailing outgoing calls to this lot, I am told there is no evidence of me having called. They arent interested in the proof though and have continually come up with daft excuses as to the reason for this. When, last week, I challenged the sales negotiator about the answerphone, she said it was "only that day, and I was in on my own". Perhaps she should have asked which day, as one, the date and time was never mentioned, and two I have been having this issue since October, so its clearly a practice, not a one off. Then I am told its partly because they are having staffing problems, but whats the betting that that recording gets accidently erased. In desperation I called their complaints team, who simply passed it on the the area manager, this worthy idnividual couldnt be bothered and simply bounced it back to branch, who then called me determined to pick a fight. Seriously, if you want to sell your property, stay clear of Burchell Edwards and the wider Connell Group. In summary, awful to deal with, worse to speak to and are completely unfamiliar with the term "make an effort". I should say that I dont blame them for the state of the property market, thats firmly at Reeves door, but they are forcing me to honour this 26 week contract whilst failing to honour their side of the bargain.

We are happy from Hannah, thank you so much

Have only given 1 star because I can't give zero
If you value your sanity and your free time then stay well clear, after 6 years of paying for a ‘fully managed’ service and having to manage them – NO MORE!
We have had to raise multiple formal complaints with the CEO, 2 of which were for something ‘that had never happened before’, yet it happed to us twice. Either we are extremely unlucky or Connells group are incapable of managing a rental property.
I rather suspect its the latter.
Passed from one branch to a senior lettings branch manager at another location after our wishes were ignored leading to a formal complaint only for the same problem to occur again. We felt no discernible improvement in the service from the head office property managers or anyone else we interacted with from Connells group
Honestly, they are just masquerading as corporate professionals and they fail at every opportunity and after 6 years we have had enough of paying for the shambolic service.
And the real sting in the tail, if you have enough of the nonsense as we have, and want to get rid of them, you have to give them 6 months notice!
You have been warned………

We are absolutely exhausted from dealing with BE and the wider connells group. Nobody in 6 nightmare years has been able to even offer a substandard service. They are literally unable to run the letting operation properly due to blatant incompetence. This is not simply my view but has been proven by the numerous formal complaints that have been upheld.
Because of this, last year we were passed from the manager of Burton to the manager of Tamworth and Castle Bromwich but the ongoing mismanagement of our property and shockingly poor service only worsened.
We eventually disinstructed them but in the meantime were subjected to a further display of incompetence and dreadful bad manners from Birkenhead. More apologies came, this time from the CEO's assistant but by now they are futile.
In what we hoped would be the end to the misery inflicted on us, to add insult to injury Connells would not pass on the relevant information to our new letting agent and we were told a vital document was missing! One for Ombudsman! Do yourselves a huge a favour and steer well clear.

If zero stars were possible, this company would deserve it.

I trusted Burchell Edwards (Connells Group) with full management of my property. The result?
• My tenant moved out early, but they failed to carry out a timely check-out.
• They withheld and contradicted information for weeks.
• They demanded £135+VAT for an inspection that should have been part of their service.
• They repeatedly chased me to release the tenant’s deposit before resolving my complaint.
• When I escalated to The Property Ombudsman, Connells’ delays and tactics meant the case wasn’t accepted.

Two months of stress, endless emails, and still no accountability but harassments weekly email

My advice: do not entrust your property to this company. They take their fees but not their responsibilities.

Really bad experience selling our house with burchell Erdington. It started off well, kieran seemed great when he came round. All downhill from there though. The listing - thrown together with no care or attention. Riddled with typos and all the photos were out of order. Took us hassling multiple times to get it right. Then once it went live, our house was never put in the window as we were promised. When we did get a viewing, burchell sent someone who knew nothing about the house, they hadn't even read the listing to know even the basics and we ended up being the ones to actually 'sell' the house. Don't get me started on the process after that. Amie was useless and 4 months into the process called us confused as to why we hadn't moved out - she was so disorganised she didn't even know we were buying another house. Had the cheek to ask us 'since when' were we buying somewhere else to which we replied 'since 9 months ago when kieran first took the contract'. To add insult to injury they then overcharged us at completion. It was an absolute clown show. Avoid.

The worst people to deal with they never want to do any repairs they delay it for as long as they can I regret getting a apartment of these individuals stay away from these un reliable fools not worth the money

Sold our property through the Belper branch, the whole process was hard work! Where do I start… pictures were poor quality and promised a video tour which I continually chased and never got, the listing was full of typos and was re-written 3 times despite detailed emails from myself and phone calls. I had to provide some of my own pictures for rooms that weren’t photographed.
We found a buyer ourselves and directed them to Burchell for a viewing but they were rude and un-accommodating so our buyer refused to deal with them and pulled out.
Staff (except Adam) unapproachable, rude, patronising and condescending.
Burchell did go on to find us a buyer which I am grateful for but…….the day of completion, funds for our property didn’t clear and our keys were handed over to the buyer and she moved in. We didn’t get the funds until 3 days later!!! A huge breach of contract.
Wouldn’t recommend or use again unfortunately.

Excellent service from Holly at Burchell Edwards (Mansfield). Quick, efficient and helpful throughout.

Made a telephone call requesting assistance and advice regarding short term lets. Holly was extremely helpful, professional and an absolute asset to this company. Thank you!

We’ve had one of our buy-to-let properties managed by Birchall Edwards for a number of years, and they have always let and managed it to a very high standard.

Most recently, following the refurbishment of a three-bedroom property, Hannah in the lettings team was able to find and secure the ideal tenants — perfectly matching our requirements as landlords, while ensuring the property suited their needs as a long-term home.

Hannah’s professionalism, dedication, and genuine care shine through in everything she does. She strikes the perfect balance between looking after landlords and ensuring tenants are truly happy in their new home.

Congratulations, Hannah — you’re a real credit to the team at Birchall Edwards.

No complaints, swift to answer all questions. Personable and approachable staff