Brinkley's Estate Agents Reviews 207

Thank you Suzy for co-ordinating our entire move in process! You've been fantastic throughout and we're extremely happy with the place. Great estate agency and great service.

I rarely leave a review, and very rarely a bad one, but in this case it is merited. We have now moved into our flat with Brinkley's. This review is regarding the incompetent service received from our letting agent, Suzy, as well as the consequences of Brinkley's decision to outsource their referencing to HomeLet.

Suzy has a basic lack of competency and professionalism. The first message I received to say our place had been provisionally agreed was a WhatsApp that said "Offers accepted contracts". Suzy frequently gave us inaccurate information. Upon receiving this acceptance, I asked whether we needed to come into the office to provide scans of passports, as it was convenient for us to do that quickly, while we were in London. We were told this was not necessary. This turned out to be wrong, and we had to spend time and money travelling from York to London the next week. Suzy also told us that we had nothing further to complete once I had completed the HomeLet referencing. This was inaccurate, there was still more referencing to complete, and this had to be urgently completed, leading to much unnecessary stress (thank you to Katie for being a steady hand through this process). When scheduling a viewing through Suzy, we made it clear that we were coming from York to view the place and emailed multiple times to confirm. Suzy eventually confirmed, however turned up late and crucially without access to the property. She then suggested we should wait an hour and have the current tenants show us round, while she left. She was eventually persuaded to go back to the office and get the key, and did show us round. Why this was any kind of discussion baffles me.

Brinkley's outsource their referencing to HomeLet. The result of this is that the opportunities for a breakdown in communication are vast, and it shifts the burden of effort onto the customer, rather than the service provider. Regularly we were not told by either HomeLet or Brinkley's that something needed doing. Indeed unless I specifically asked what the next step was, no-one would tell me, or I would receive inaccurate information that nothing more needed doing. I often had to explain things that HomeLet had said to Brinkley's and vice versa. This should not be my job.
There is also the black box of how referencing decisions are made. There were occasions where referencing failed, and we were not able to find out why, with both HomeLet and Brinkley's suggesting we contact the other party. This sort of thing is inevitably frustrating.

Brinkley's are also very difficult to contact in general, and rarely pick up the phone. The impression I got was of an understaffed agency with a few competent staff members shackled by their incompetent colleagues and the overall lack of personnel.

To reiterate, we have now moved in, and this complaint is not sourced out of some resentment that we didn't get what we wanted. This is to highlight the unnecessary stress and effort we had to go through, and hopefully allow Brinkley's to improve in the future.

Joel

Brinkleys seem different to most agencies. The communication from our agent, Darryl has always been quick and informative from start to finish. Highly recommend

We have just successfully completed our house purchase which in no small measure was down to the patience and transparency of Graeme Gordon of Brinkley's. He was knowledgeable, helpful and worked hard to ensure a good outcome for all parties concerned. We have no hesitation in recommending Graeme and Brinkley's to prospective purchasers and sellers alike.

My wife and I found our beautiful apartment through Brinkley's Estate Agents. The Brinkley's team have been phenomenal every step of the way. Zulekha, the head of property management, has been so helpful with any and all questions we have had. She is quick to respond and assist with all issues raised. So far it has been a pleasure and we feel like we're in good hands. Bradley has also been great and helpful. Highly recommend Brinkley's.

I'm not sure if it was more unprofessional that no one cancelled my viewing when the flat I was going to see had been let (I only found out on rightmove a couple of hours before the viewing was due) or that the lady who answered the phone when I called to query this sounded very annoyed by my asking for explanation and put me on hold mid-sentence. I was absolutely speechless.

Bought my property through Brinkley's 6 years ago and needed some information from them recently to assist me with planning. Graeme didn't hesitate to assist me with the information I needed. The service at the time of purchase was great and now 6 years later they are still willing to assist in the same supportive and friendly manner. Thank you.

I purchased a property through Brinkleys, and I had full support from the beginning. The estate agents looked after me and were always very fast responding all my emails which is key when buying a home as the pressure you go through the process is so high that having answers sooner rather than later helps out massively.

Brinkleys have been great to deal with. The service was very efficient and professional. The whole experience of selling our family home was made to be pleasent and personal. We would highly recommend Graeme.

Very constructive, patient and responsive estate agent, who was willing to listen to buyer concerns and troubleshoot between buyer and seller for a successful completion

Graeme has been very professional and extremely helpful during a complicated sale of our property. He kept us up to date on any issues. I would highly recommend Brinkleys.

Graeme Gordon gave an excellent professional service. From the outset he was in touch and 30 interested people came through the door.
Eventually this came down to two and Graeme was in daily contact with the potential buyers and myself.
The target price was met. Brinkley’s Wimbledon know the area and were able assist in professional manner throughout.

Brinkleys have been a great estate agent who both managed the rental and sale of our property in an efficient and professional manner. We would use their services again and would highly recommend them to others. Thank you.

A helpful and friendly estate agents. Suzy, Chelsea and Katie helped us secure a flat to let. All three were very responsive and professional. Our viewing was arranged ASAP once contacted and in the evening for our convenience, thanks to Suzy. The admin was handled swiftly and impeccably by Chelsea and Katie.

Excellent service, Katie Sharpes and Darryl Blackford were very responsive and professional, online viewing and follow up with administrative procedures went very well even though I was booking the property from abroad Katie walked us through everything and followed up the details until move in date.

Suzy was extremely motivated to get my property let quickly, and most importantly, with the right tenants for me. Her commitment and professionalism are outstanding.

Bradley helped us find new tenant for our flat. He was polite, courteous and very helpful. I would recomend him very highly.

Super friendly, knowledgeable, professional and quick! Many thanks!

Suzy B within Lettings team is amazing at what she does! We have always contacted Suzy over the years and she has been helpful, professional, proactive, hardworking and efficient.

Thanks for all your invaluable help over the years Suzy!