Urban Moves Ltd Reviews 48

Shaun, Steve and Jane from Urban Moves, were brilliant from the very beginning. After my first Email, Shaun invited me to the viewing and immediately responded to queries. At the next stage Steve, contacted me about the documentation side, again Steve was very responsive and helpful. Once it went to the next stage, Jane was excellent at keeping track and contacted me and my solicitor at various stages to ensure progress. Jane also refunded the initial admin fee upon completion without me asking. All of the above happened through their processes, I hadn’t needed to keep chasing for information or ask about the next stage as they had it all in hand and kept me informed. Most correspondence was done by Email which suited me well. Thanks Urban Moves for helping me get my first property.

Thank you so very much for making owning my first home a reality. When the whole process started, not ever having bought a property before, I found it very daunting. You were extremely helpful, offering advice and taking me through the whole process.

Really efficient, prompt responses to all my emails...

Really helpful explanations and quick communication.

I was recently transferred by Clarion Housing to Urban Moves for the sale of my shared ownership flat. Jane Parker has been absolutely wonderful and prompt. Emailed me straight away once I was transferred to her. Emailed me back when I had a query and has been supporting me to get the flat on the market. I am really pleased with the service she has offered me so far. Highly recommend her!

I would like to praise the total service we received from Urban Moves and in particular Steve Pulfrey.
Steve went above and beyond what was expected of the service we were expecting, he was efficient, prompt and extremely understanding during stressful times. We felt that he was the sensible head at times and we were extremely grateful for his help.

Awful company alike their partner Clarion. We recently sold our Clarion shared ownership property through Urban moves because we had no other choice but to use them, (you are not allowed to use an estate agent of your choice!) Expensive and not really sure what service we were paying for in the end. Seems as though they take on too much work as despite our chasing we could never get hold of their one photographer and when we did his wait times were very long. We wanted our property on the market ASAP which we had expressed so we ended up getting professional photos taken ourselves. Even when we provided these there was a delay from their side in uploading these and they questioned the usability due to the quality, these were professional photos not just from an iPhone so we were left confused by this, over 48 hours later we were then sent their “improvements” on our provided pictures where they had edited and over enhanced the lighting, the pictures actually looked worse than ever but we proceeded as we were not happy to wait around for their photographer who they were obviously just going to edit the photos of again anyway. Following this there was still a delay on our property being listed with them; we were shocked to find when it finally was uploaded they had just copied and pasted the previous listing information from when we had actually purchased the property. The whole process was not helped by the inability to contact them via telephone and instead by email only, clearly this is to prevent or acknowledge complaints as via email these were always ignored/dismissed. Based upon our experiences both buying and selling with this company I would not recommend them to anyone likewise, I would not recommend shared ownership at all especially with the amount it has taken us out of pocket (lots of hidden fees) we feel it is totally a scam/ a joke.

I highly recommend Steve Pulfrey for his thorough guidance, support and flexibility during the shared ownership application process. He has been extremely patient and responsive over the last couple of months. Thanks again Steve!

Awful customer service and rude staff

Yearly 2 years into pandemic there are “still not taking calls due to this difficult times”. JOKE. Stay away. No respond to calls or emails. Staff is rude and bully. Steve keep saying they can not help me because I did not use one of the solicitor from their panel. I do not understand how this is make any difference to my case. I can use any solicitor I want.
STAY AWAY.

I had a view booked sunday (outside of london) means a expend money em ticktes, was raining and and i arrive the seller said noone confirm a view, i could't view a property, waste time and money.
Then today i saw all this bad review.

Terrible customer service from their financial advisor and then took a ludicrous admin fee (£400) and refused to give even a partial refund even presented with the fact that equivalent work only took 30 minutes - what hourly rate are they on.

I have been a client of UrbanMoves for four whole years. It was a terrible experience and I would not suggest UrbanMoves to anyone that is looking into dealing with a new estate agency.
Employers at UrbanMoves are dishonest and unprofessional, but most importantly, the owner always and actively patronizes customers, she often is very rude, and a bully when spoken to directly. In the past, in more occasions, I have been verbally abused by her over the phone.
During this timeframe, the agency charged me fees I shouldn’t have had. This situation had to be approached legally, after I reported the agency. Ultimately the agency had to refund me, which took almost 12months to be finalised.
Furthermore, UrbanMoves comes with several negative reviews online, and I noticed they developed a strategy trying to undermine the users’ comments via online response. I am happy to provide any needed information to support every aspect of every argument listed in my review, if asked, in order to offer feasible support to any future customer that may consider UrbanMoves.

If I could give this tragic company a zero I would, appointed through Heylo Housing to sell my shared ownership property and failed to generate a single viewing in 8 weeks (largely due to them being banned from advertising through Right Move)…..following the end of the nominations period we advertised through a reputable company and had 3 viewings and an offer within 45 minutes of going on Right Move!

I called them over 50 times within the 8 weeks period and NEVER got through and NEVER got my call returned!!

Absolutely woeful service from a terrible company….AVOID

They are not taking calls "at these times" , a year into covid ?!!
Only was to communicate is via e mail ,
I asked about the EWS1 form, a property i was interested in , i had to resend my mail 3 times before getting a fairly curt and unhelpful reply from Jane Baker .
as the cladding , EWS1 form is the biggest issue on property/ flats now , it's reasonable to expect they'd know the answer to that.

I’m definitely not very pleased.

I had a really poor experience as a buyer. I am £400 short as I essentially paid to have a shared ownership assessment (in 99.9% of cases these are free) just to tell me they deem my circumstances unaffordable for the property. They had my financial information up front as I had to completed and passed an initial assessment in order to view the property in the first place.

They’re basically running a racket!

Be careful.

Urban moves have been fantastic so far. Steve has always responded to us quickly and we’ve had no issues. Looking forward to continuing our first house purchase.

I chose for these to sell my house over Clarion. They are useless. Take 3 days to reply to an email and NEVER answer the phone. This is obviously not good when they are selling your house and you need to be able to communicate with them. Rude staff as well. Do not use. They say they make sure viewers have gone through a process to be able to buy. After spending the best part of an hour showing people round, and the best part of the day before cleaning as I have 3 small boys, I found out they didn’t even have a job and we’re in no position to buy. All round a joke of a company avoid like the plague

Let me start by saying that I did not choose Urban Moves myself, but was instead assigned to them by my housing association (A2 Dominion) for the resale of my shared ownership apartment. As per my lease, Urban Moves had eight weeks in which to advertise the apartment and screen through applicants to determine eligibility. Had I not reached out to them during the eight weeks, I wouldn't have received any updates in regards to progress. Four weeks into the nomination period, after reaching out to them myself, I find out there are two eligible applicants on the list. Of course by this time, they're no longer interested in the apartment as the agent is having to chase them for their viewing availability. Here is my subsequent e-mail exchange with them:
***
Me: Thanks. They’re probably no longer interested if you’re having to chase them for a viewing. Maybe it would have been better if you had contacted me straight away, rather than wait for me to reach out to you. By the sounds of it, I have lost two potential buyers.

Agent: One of the applicants only applied 5 days ago and the other 3 weeks ago so I wouldn’t expect the timing to be a factor. We will let you know as soon as we have any news.

Me (after 10 days): It’s not long till the end of the nomination period so could you tell me if we’re in a position to arrange a viewing? Thank you.

Agent: Unfortunately the applicants haven’t confirmed availability to view. As soon as we hear from them we will let you know.
***
In my opinion, timing is a huge factor when you're wanting to buy (or sell) a house, especially with the current circumstances and the risk of a second lockdown. I am appalled by the service that this company offers and would not recommend them to anyone.

Unbelievably poor service...this company makes you feel like you are selling vegetables not a house...

Im was helpless that i had to go with them but if you do have the option dont waste your money on them

Incredibly unprofessional service. Not the experience I expected, nor wanted.

Raised my concerns with the director who neither saw Any issue with the Staffs conduct.

Don’t waste your time.