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3.7
6 reviews
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Great and efficient team.
Ana Melo is very friendly and professional, making the viewing process smooth and enjoyable showed the house around. I really liked the house and am looking forward to completing the process . It will be an ideal home for my son as he starts his local nursery.
I recently moved into a room in a shared house, which was let by Sutherland Estates. Ana Mello from Sutherland was very helpful at each stage, and made the process very straightforward.
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Best way to leave review I had a very disappointing experience with this estate agent. The agent refused to wait even a couple of minutes for our viewing and shouted down the phone, claiming she had waited an hour when we were only about 20 minutes late. The customer service was appalling, and it felt like they had no interest in earning our business. I would not use this agency again and would not recommend them to others. Also claiming i was 40 mins late i was scheduled for 2.45pm and inform team i would be 20mins late and arriving 3.10pm saying they would not wait around anymore, with the replies claiming i was 45mins late. I would like i confirm i have a time line on I recently had a very disappointing experience with this estate agent, Anna. I had a viewing scheduled for 2:45 PM, and I informed the team in advance that I would be approximately 20 minutes late, arriving around 3:10 PM. Despite this, the agent refused to wait even a couple of minutes, and when I called, she spoke very rudely and shouted down the phone, claiming she had waited for an hour — which was completely untrue.
Their responses afterward were equally unprofessional, with messages claiming I was 45 minutes late, despite clear evidence from my call and message timeline showing otherwise. The overall attitude was dismissive and unhelpful, showing no interest in customer service or earning our business.
Based on this experience, I would not recommend this agency to others and would not use their services again.
Reply from Sutherland Estates
Dear Stephanie,
Thank you for sharing your feedback. I’m genuinely sorry to hear that you were disappointed with your experience, as we always aim to provide professional and respectful service to everyone we meet.
I’d like to clarify what happened to provide some context. Your viewing was scheduled for 14:45. At 14:22, you informed us that you were running approximately 20 minutes late, which meant you were expected to arrive by around 15:05. At 15:05, our agent called but received no answer. At 15:07, you returned the call and explained that you hadn’t taken into account the travel time on the bus and the walk afterward you mentioned that you were still four bus stops away and then had a further seven-minute walk.
By that time, the agent had already waited an additional 20 minutes beyond the appointment slot and unfortunately could not wait longer without running late for other scheduled clients. We always do our best to be flexible and accommodating, and on this occasion, we genuinely tried to do so by waiting as long as possible. We also offered to reschedule your appointment for Thursday or Friday at a time convenient for you, but you declined this offer.
We understand that travel delays can happen, and we’re sorry this situation led to frustration. However, we believe we acted fairly and professionally given the circumstances. We wish you all the best with your property search and hope you find a home you love.
Kind regards,
Sutherland Estates
Agents are friendly and very helpful.You get a response quickly with your query.
everything was explain perfectly on the phone and describe the place as it is 5 star for this and Wasim was excellent at telling us what it would include in the price.
:)
Rami showed me around a flat at Hawkins House in Ealing Broadway. He did a brilliant job explaining everything to me and answering my many questions. He was flexible, changing the time of the appointment to suit my schedule and all his communications were spot on message. He was extremely courteous, knowledgeable and trustworthy - a great asset to Sutherland Estates.
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