100% sales valuation accuracy
79% sales fee satisfaction
0% lettings valuation accuracy
0% lettings fee satisfaction
Buying a new home should be a happy and exciting time! At Lords, we understand that your home is likely to be your most valuable asset both financially and emotionally and aim to make every aspect of your move as straightforward and enjoyable as possible. From your first contact with ...
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Buying a new home should be a happy and exciting time!
At Lords, we understand that your home is likely to be your most valuable asset both financially and emotionally and aim to make every aspect of your move as straightforward and enjoyable as possible.
From your first contact with Lords to the day you move home, you will experience a professional, confident service provided by motivated, enthusiastic people.
Our focus is on marketing high quality houses and apartments in a relatively small but exceptionally attractive residential area around Kingston upon Thames. Lords have several local branches covering Kingston, New Malden, Surbiton, Thames Ditton, Ham, Petersham, Tolworth, Ewell and Kingston Vale.
The area has a fabulous selection of homes and a rich history: It benefits from glorious Royal Parks and Palaces, sits on a beautiful stretch of the River Thames, and offers extensive shopping facilities, great transport links and some of the country’s best schools!
Lords are regarded as one of the most prominent independent Estate Agents in the Kinston area and we complement state of the art sales technology with the traditional values of honesty, integrity and reliability.
Lords Estate Agents are members of the National Association of Estate Agents (NAEA) and regulated by The Property Ombudsman (TPO) Code of Practice.
Our strengths as an agent are our comprehensive knowledge of our local area, years of property experience and our ability to promote our clients’ homes with the highest quality marketing to a global audience.
At Lords, we understand that your home is likely to be your most valuable asset both financially and emotionally and aim to make every aspect of your move as straightforward and enjoyable as possible.
From your first contact with Lords to the day you move home, you will experience a professional, confident service provided by motivated, enthusiastic people.
Our focus is on marketing high quality houses and apartments in a relatively small but exceptionally attractive residential area around Kingston upon Thames. Lords have several local branches covering Kingston, New Malden, Surbiton, Thames Ditton, Ham, Petersham, Tolworth, Ewell and Kingston Vale.
The area has a fabulous selection of homes and a rich history: It benefits from glorious Royal Parks and Palaces, sits on a beautiful stretch of the River Thames, and offers extensive shopping facilities, great transport links and some of the country’s best schools!
Lords are regarded as one of the most prominent independent Estate Agents in the Kinston area and we complement state of the art sales technology with the traditional values of honesty, integrity and reliability.
Lords Estate Agents are members of the National Association of Estate Agents (NAEA) and regulated by The Property Ombudsman (TPO) Code of Practice.
Our strengths as an agent are our comprehensive knowledge of our local area, years of property experience and our ability to promote our clients’ homes with the highest quality marketing to a global audience.
Latest Reviews
View all Reviews 213
26th Jan 2015
reviewed by 'ESH'
21st Jan 2015
reviewed by 'Chris'
19th Jan 2015
reviewed by 'Richard'
17th Jan 2015
reviewed by 'Mrs'
Performance Statistics
| Services | Valuation | Fees | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 100% | 79% | £165,000 | £560,000 |
| Lettings | 0% | 0% | £0 | £0 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 2 | 0 | 0 | 0 | 116 | 1 | 84 | 0 | 9 | 1 |
Opening Hours
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Latest Properties
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Lords Estate Agents (Kingston upon Thames & Surrey) Branches (view all 6)
Jul 30,2013
Jul 30,2013
8
people found
this helpful
this helpful
I recently brought a property through the Lords Tolworth Branch. This was my first purchase on the property ladder so I was feeling understandably nervous, but they made the whole process stress free.
Luke Bradnick managed my purchase and was very helpful from start to ...
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Jul 31, 2013
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(1)
Dear Thomas,
Thanks for such a great review about our Tolworth Office and about Luke in particular.
Getting feedback like this is brilliant for our business and we would be delighted to help you again in the future.
Wishing you every happiness in your new home.
Kind regards,
Guy Hodge
Managing Director
Lords Estate Agents
[email protected] ...
Jul 29,2013
Jul 29,2013
14
people found
this helpful
this helpful
We would like to thank Jamie and Luke for their hard work in selling our house after being let down by prospective buyers twice at the last minute. We have had around forty people through our front door and got to know the Lords escorts ...
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Jul 29, 2013
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(1)
Dear Mr & Mrs Dudley,
Thanks for the great review on Allagents.co.uk – very kind of you both.
I am a little worried that you may have the wrong idea about my staff though! They are only supposed to work as “escorts†after the branch has closed.
It sounds as if we had a fantastic flow of buyers through the door and I am delighted that the team helped get your sale through.
Kind regards,
Guy Hodge
Managing Director
Lords Estate Agents
[email protected] ...
Jul 29,2013
Jul 29,2013
13
people found
this helpful
this helpful
All of the staff at the Tolworth branch were absolutely superb (even though the review page only allows me to name 2 of them.). The details of my property were well presented and professionally photographed and they managed the viewings extremely well. We had an offer ...
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Jul 29, 2013
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(1)
Dear Sheila,
Thank you very much indeed for such a glowing testimonial.
I have a very good team at the Tolworth office and I am very proud of the work they do. Reviews like yours will help this branch go from strength to strength.
Thank you for listing your home with Lords and for our 5 STAR rating!
Kind regards,
Guy Hodge
Managing Director
Lords Estate Agents
[email protected] ...
Jul 28,2013
Jul 28,2013
9
people found
this helpful
this helpful
We found Lords Estate Agent to be very professional. They recommended properties that met our requirements and did not overwhelm us with inappropriate properties. We found the style they used of viewing the properties very convenient and did not at any stage feel pressured into ...
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Jul 29, 2013
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(1)
Dear Mr & Mrs Muir,
Thank you for taking the time to review our service on allagents.co.uk
Whilst we act for the seller when marketing a home, it is always our intention to provide the best service we possibly can to the buyer as well, and as I am sure you appreciate, it is a difficult balance and one that it is not always easy to get right. I am glad that you found our service favourable and hope that you are really happy in your new home. I used to live just round the corner and the proxim ...
Jul 25,2013
Jul 25,2013
12
people found
this helpful
this helpful
Lords estate agents were very professional. The initial visit to the property was punctual and no waffle. They were not pushy, communication was good, kept to the agreed method of contact. Whenever I phoned, the whole team seamed up to date on the progress of ...
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Jul 29, 2013
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(1)
Dear Mrs Hyde,
Thank you very much indeed for your review of Lords Estate Agents on Allagents.co.uk.
Not all agents are the same and as a company we have spent over 20 years building a reputation for being straightforward and honest in our approach. It is one of the reasons why these reviews are so important to us.
It is lovely to know that we converted you and thank you for entrusting us with the sale of your mother’s home.
Kind regards,
Guy Hodge
Managing Director
Lords ...
Jul 24,2013
Jul 24,2013
2
people found
this helpful
this helpful
Lords marketed our property well and handled complex negotiations for us to both buy and sell. It took a number of goes to sell, but I felt that Lords drove in a really good selection of clients who could be interested in our property and ...
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Aug 16, 2013
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(1)
Dear Mr Brookes,
I know that your sale and purchase became incredibly protracted through no fault of your own and am truly grateful that you stuck with Lords and allowed us to move matters forward for you.
We did eventually find an excellent buyer for you, and given that you will be near neighbours, I am delighted at how the transaction eventually concluded.
Thank you very much indeed for the fantastic feedback and can I just take the opportunity to thank you for selling your home throu ...
Jul 21,2013
Jul 21,2013
14
people found
this helpful
this helpful
This was my first property and found the service with the Lord's team exceptional. I found them extremely responsive, in many instances them contacting me rather than having to chase. They have made my first home buying experience a pain free one and I would ...
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Jul 22, 2013
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(1)
Dear Miss “COHâ€
Thank you very much indeed for the feedback.
Selling and buying a property is supposed to be ranked as one of the most stressful experiences, so it is lovely to hear from one of our buyers that we have helped to make the experience “pain freeâ€.
The team at the Tolworth branch and I wish you every happiness in your new home and we hope to see you again in a couple of years when the time comes to move again.
Thanks again.
Guy Hodge
Managing D ...
Jul 21,2013
Jul 21,2013
13
people found
this helpful
this helpful
One of our friends recommended Lords to us and we found them to be approachable, courteous and friendly at all times.
Jamie Dore was always available to help and answer any questions we had.
Would highly recommend and use again....
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Jul 22, 2013
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(1)
Dear Miss Crunkhorn,
Thank you very much indeed for the feedback.
A lot of our customers are recommended to us and it is lovely to hear that you were not only recommended, but will in turn, recommend us as well.
Thanks again.
Guy Hodge
Managing Director
Lords Estate Agents
[email protected] ...
Jul 17,2013
Jul 17,2013
14
people found
this helpful
this helpful
We initially were shown around the property by Jamie, we had numerous questions which Jamie was able to answer there and then we was a very positive start - when we made our offer both Jamie and Luke managed communication between ourselves and the vendor ...
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Jul 17, 2013
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(1)
Dear Justen,
Thank you for taking the time to leave such fabulous feedback about my office in Tolworth and about Luke and Jamie in particular.
We obviously always act for the seller when we market a property, so it is a real pleasure to hear that we have handled a sale diligently and professionally from a buyer’s perspective instead.
Thank you for promising to recommend us, and I hope that we can deliver an equally praiseworthy service when the time comes to sell.
Kind regards,
...
Jul 16,2013
Jul 16,2013
7
people found
this helpful
this helpful
This is the third time I have used Lords in Kingston and once again they have delivered a very professional service.
I mainly dealt with one member of staff but all other staff who answered my calls and e-mails when he was away/busy were ...
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Jul 16, 2013
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(1)
Dear Mrs Hirschel,
It sounds as if we should be giving you a bulk discount by now!
Thank you for your wonderful review and for recounting your experience of using my firm.
I can only hope that you still have properties to sell in Kingston and that you receive an equally excellent service in the future!
Thanks again for taking the time to leave feedback.
Kind regards,
Guy Hodge
Managing Director
Lords Estate Agents
[email protected] ...
Jul 15,2013
Jul 15,2013
7
people found
this helpful
this helpful
Very please the high level of service and professionalism I received from Lords and in particular from Antony and Rupert. Throughout the process there was a good level of communication and help particularly when some aspects of the process were not quite to plan. I ...
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Jul 16, 2013
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(1)
Dear Lewis,
I think most Estate Agents probably dream of a sale going to plan…..just once!
It is always difficult when “people†are involved but I suppose that’s where a good agent is able to step in an manage the situation and it sounds as if that’s what Antony and Rupert were able to do on your behalf.
Thank you so much for the feedback and for endorsing our service, and thank you for placing your business with my firm.
Kind regards,
Guy Hodge
Mana ...
Jul 13,2013
Jul 13,2013
4
people found
this helpful
this helpful
Good communication throughout and pleasant to do with.
Dealt with us as purchasers in a professional way and facilitated a good relationship between us and the vendors for a smooth transaction....
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Aug 12, 2013
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(1)
Dear Mr Baxter,
Thanks very much indeed for the review.
You and your partner were a pleasure to deal with throughout the transaction and that always makes our job easier and more enjoyable when we have a nice customer.
I hope the refurbishment goes to plan! You certainly have your work cut out, but we would love to see the house when it’s finished.
Kind regards,
Guy Hodge,
Managing Director
Lords Estate Agents
[email protected] ...
Jul 13,2013
Jul 13,2013
7
people found
this helpful
this helpful
A very comprehensive and personal service was offered though Rupert's office in Kingston. They managed to make the house selling experience almost bearable, and I do not use this phrase lightly. After buying and selling houses for 35yrs it never seems to get any easier. ...
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Jul 15, 2013
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(1)
Dear James,
The team at Kingston were far more flattering about you as a customer than you give yourself credit for! The view is that while you were demanding in your requirements, it was no more than we expected. You were never unreasonable, always polite and were a pleasure to deal with.
We are extremely grateful that you took the time to leave such positive feedback about Lords and about Rupert and the Kingston team in particular.
You might also be pleased to hear that as your review ...
Jul 12,2013
Jul 12,2013
15
people found
this helpful
this helpful
When we found our ideal home on the market with Lords, we immediately went to them to put ours up for sale. Jamie, Luke and others acted swiftly and professionally and we had a buyer within two weeks. We were unlucky in that this buyer ...
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Jul 12, 2013
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(1)
Dear Ms Bourne,
Thank you very much indeed for the AllAgents review and for recommending us as well, which is the best feedback that we could get.
Obviously we would always prefer that when a buyer makes a commitment to buy, they stick with it but its sounds as if it was third time lucky in this case and that the team reacted promptly and efficiently in getting alternative buyers around and getting a sale agreed.
Moving home is a bit like giving birth! After a couple of years you forget ...
Jul 09,2013
Jul 09,2013
12
people found
this helpful
this helpful
Brilliant Service from all the guys in the office. Never held back information and always pushing forward to get things done. Had best interest in our sale and really felt they were working hard for us. Couldn't recommend enough....
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Jul 09, 2013
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(1)
Thank you Luke.
To get feedback like this from a fellow professional is a huge achievement in my view.
Thank you for taking the time to upload the comments and now that we are members of your network, I hope we have the opportunity of working with you again.
Kind regards,
Guy Hodge
Managing Director
Lords Estate Agents
[email protected] ...
Jul 02,2013
Jul 02,2013
9
people found
this helpful
this helpful
Very proactive agency, always willing to arrange viewings and then further viewings as and when required. Kept us informed at all times of the progression of the sale and definitely went the extra mile to ensure that a very tight exchange and completion deadline was ...
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Jul 02, 2013
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(1)
Dear Mr O'Toole,
Thank you very much indeed for the positive review and the highly complementary feedback.
It is always great to hear that one of my sales teams has exceeded a client’s expectations.
We would love to act for you again in the future.
Kind regards,
Guy Hodge
Managing Director
Lords Estate Agents
[email protected] ...
Jun 27,2013
Jun 27,2013
8
people found
this helpful
this helpful
I have lived in Kingston for almost 20 years. So choosing an established estate agents like Lords was easy. It indeed has been one of the most established agents in Kingston and this is why I decided to give them instructions to sell my home. My ...
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Jul 01, 2013
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Dear Rosanna,
Thank you very much indeed for such positive feedback on all AllAgents.com.
I know that there were a number of extremely exasperating moments during the sale process and that you found these enormously frustrating, but I am pleased that Stuart, Antony and Team Lords Kingston worked their magic and got the sale through for you.
Thank you for placing your home, and more importantly, your confidence in Lords Estate Agents.
Kind regards,
Guy Hodge
Managing Director
Lo ...
Jun 20,2013
Jun 20,2013
8
people found
this helpful
this helpful
From the very beginning when Stuart Baker and Guy Hodge visited the property, they worked professionally and with great understanding of our situation - it was selling the family home of over 50 years following the death of a parent with all the emotional trauma that ...
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Jul 01, 2013
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Dear Marcus,
Thank you for the fantastic feedback on AllAgents.com.
Obviously we agree wholeheartedly with the sentiment in your last paragraph!!
This was a great team effort between our Ham and Kingston offices and we were as delighted as you about both the response and the final selling price we achieved.
Can I extend my thanks and best wishes to you and your family for choosing to use Lords.
Kind regards,
Guy Hodge
Managing Director
Lords Estate Agents
[email protected]. ...
Jun 19,2013
Jun 19,2013
8
people found
this helpful
this helpful
Stuart listens very well taking note of salient information to aid my search requests without the 'hard sell,' attitude, being patronising and trying to push areas/properties that you don't want! He is very professional and values curtesies to keep me informed throughout to ...
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Jun 19, 2013
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(1)
Dear Ms Lee,
Thank you very much indeed for your kind and genuine comments.
Stuart is an accomplished Estate Agent with a high degree of expertise and skill, but perhaps more importantly, he is a man who loves his job and loves providing an excellent service.
I am glad that this has been demonstrated in his dealings with you and obviously he will assist you in every aspect of your proposed purchase.
Thank you again,
Kind regards,
Guy Hodge
Managing Director
Lords Estate Agents
m ...
Jun 18,2013
Jun 18,2013
8
people found
this helpful
this helpful
Antony May has done an exceptional job and I am very grateful to him ¢â‚¬â€œ he is a pleasure to speak to. I am sure that there are hundreds in the estate agency industry that fall a long way short of the standards he sets. Antony ...
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Jun 18, 2013
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Dear Mr & Mrs Lynes,
The review of Antony did not have to be quite so glowing.
He'll want a pay rise now! ïŠ
Seriously - what a lovely comment and a great testament to the effort Antony puts into the job at Lords.
Thank you again and the very best wishes to you both in your new home.
Kind regards,
Guy Hodge
Managing Director
Lords Estate Agents
[email protected] ...
Jun 17,2013
Jun 17,2013
16
people found
this helpful
this helpful
From the outset, we found the staff that we dealt with to be professional, courteous and helpful. Initially it was Luke that introduced us to the property, and he handled our viewings politely and efficiently. During negotiations, both he and Jamie appeared to understand some ...
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Jun 17, 2013
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Dear Ian,
Thank you for taking the time to leave feedback on the AllAgents website, and in particular, for the positive comments about Jamie and Luke at the Tolworth branch.
I hope that you are happy in your new home and we would love you to come back to us when you eventually move.
Kind regards,
Guy Hodge
Managing Director
Lords Estate Agents
[email protected] ...
Jun 12,2013
Jun 12,2013
7
people found
this helpful
this helpful
Mr May was very efficient, courteous and honorable in all his dealings with me. He transmitted my offer to the seller, then again my further negotiations for a discounted sale price, and in all subsequent transactions. I will certainly recommend him to purchasers and sellers ...
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Jun 12, 2013
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Dear Mrs Dabydeen,
Thank you for taking the time to review the service you received from my firm and my negotiator Antony May.
I think Antony is currently ranked as our top negotiator on the AllAgents site and frankly, he deserves the credit. He works very hard and is exceptionally committed to his customers.
I hope we can help you again in the future and wish you every happiness in your new North Kingston’ home.
Kind regards,
Guy Hodge
Managing Director
Lords Estate Agents ...
Jun 12,2013
Jun 12,2013
15
people found
this helpful
this helpful
It was a pleasuring doing business with this estates agents. They acted with enthusiasm and professionalism at all times. They produced high quality and accurate details of the property property and arrived on time for all appointments. I would like to give special mention to ...
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Jun 12, 2013
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(1)
Dear Mrs Weston,
What a lovely review!
Thank you for taking the time to give the two boys such a lovely (metaphorical) pat on the back.
They are both great ambassadors, not just for the profession and the industry, but for Lords Estate Agents as well.
Thanks again.
Kind regards,
Guy Hodge
Managing Director
Lords Estate Agents
[email protected] ...
Jun 11,2013
Jun 11,2013
7
people found
this helpful
this helpful
Vinesh, Anthony, Stuart were great, worked really, really hard to get our property sold. I would definitely use them again and would recommend to anyone as they are excellent. They provide excellent service. I would like to take this opportunity to thank Vinesh and Anthony ...
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Jun 11, 2013
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Dear Raj,
Thank you very much indeed for the praiseworthy review of the “A team†at Kingston.
As you know, the sales teams at Lords are rewarded not just on their sales but also on the quality of their service, so comments like your own are a vital part of our business.
Thank you for selling your flat through Lords and thank you again for the feedback.
Kind regards,
Guy Hodge
Lords Estate Agents
[email protected] ...
Jun 11,2013
Jun 11,2013
13
people found
this helpful
this helpful
I found all the staff very professional in every way.Jamie in particular exceeded my expectations in every aspect of the sale.He answered all the queries and concerns that I had throughout the process and I would recommend Lords without any hesitation what so ...
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Jun 11, 2013
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Dear Mr Garnham,
If we can meet a customer’s expectations, I can generally say that I feel we have probably done a fairly reasonable job because we promise a high level of service at Lords.
I have to say that being told that we have exceeded a customer’s expectations is music to my ears!
Thank you so much for the review and for having the confidence to place your home with Lords in the first place.
I hope you are happy in your new home.
Kind regards,
Guy Hodge
Lord ...
Jun 07,2013
Jun 07,2013
6
people found
this helpful
this helpful
Professional Service from Vinesh Mistry of Lords leading to the purchase of my first property. A seamless process from start to finish, Vinesh was professional, courteous and on hand to answer/ help with any questions or queries I had (being a first time buyer there ...
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Jun 07, 2013
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Dear Mr Langley-Smith,
Thank you very much indeed for taking the time to review the service that you recieved from Lords Estate Agents and Vinesh Mistry in particular.
It lifts the spirits enormously to get a pat on the back for a job well done and Vinesh definitely deserves credit for the job he does.
I hope that you are very happy in your new home and hope to see you again when you sell in a couple of years' time.
Kind regards,
Guy Hodge
Managing Director
Lords Estate Agents
md@lor ...
Jun 06,2013
Jun 06,2013
9
people found
this helpful
this helpful
The sale of Grange Rd is complete! Thanks to Mark for his assistance with the sale and for all the extra requirements that were needed to see it through. For anyone thinking of using Lords, I am a very satisfied customer who felt Mark went ...
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Jun 06, 2013
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Thank you so much Lisa!
A review from the other side of the globe! Fantastic! We are now truly INTERNATIONAL!
If you ever find yourself back in the UK please look us up and in the meantime, thank you for placing your home sale with my Surbiton office.
Thanks again for the review.
Kind regards,
Guy Hodge
Managing Director,
Lords Estate Agents
[email protected] ...
Jun 05,2013
Jun 05,2013
10
people found
this helpful
this helpful
Friendly efficient service from a local agent that knows the market. Worked very hard for us to generate interest and viewings then secured us a good price and a great buyer for our house. Kept us up to date with every viewing appointment and gave ...
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Jun 05, 2013
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Dear Mr & Mrs Harris,
Thank you very much indeed for the great review.
I am really pleased that you brought your business to my firm and delighted that we met your expectations as an agent.
May I take the opportunity to wish you every happiness in your new home.
Kind regards,
Guy Hodge
Managing Director
Lords Estate Agents
[email protected] ...
Jun 05,2013
Jun 05,2013
12
people found
this helpful
this helpful
Thanks to Mark and the team for selling the flat so quickly. I have always been really impressed with the presentation of your brochures, and I think the quick sale at the asking price shows that a bit of effort with good pictures and motivated ...
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Jun 05, 2013
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Dear Chris.
Thank you for the fabulous review of my Surbiton office.
Mark and his team work exceptionally hard and the Surbiton market is exceptionally competitive.
Every recommendation helps enormously!
I hope the move goes well!
Kind regards,
Guy Hodge
Managing Director
Lords Estate Agents
[email protected] ...
Jun 05,2013
Jun 05,2013
12
people found
this helpful
this helpful
Great, honest and personal service from all the guys at Lords, Brighton Road, Surbiton. We had experience of selling with another agent, and Lords' service was much better. The feedback from potential buyers was always submitted quickly and we felt we were kept in the ...
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Jun 05, 2013
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Dear Mrs Bowie,
Thanks very much indeed for the glittering review!
It's lovely to hear that our service is better than our competitors and you can always make a post against that agent as well if you wish to!
Thank you for placing your flat with Lords, and we will miss you as a near neighbour.
All the best in your new home.
Kind regards,
Guy Hodge
Managing Director
Lords Estate Agents
[email protected] ...
No fees information available
Kindly note that legally, letting agents need to publish information about their tenancy fees, government-approved redress schemes and client money protection schemes on their website and on third party websites (on which agents are listed). For properties to lease/rent in England, agents need to keep this information up to date and precise on allAgents or specify within the property description.
Complaints Procedure
THE LORDS PARTNERSHIP LIMITED’S (“LORDS ESTATE AGENTSâ€)
GRIEVANCE PROCEDURE.
1. Lords Estate
Agents, is a Member of The Property Ombudsman (TPO), and aims to provide the
highest standards of service to all of its customers. To ensure that their
interests are safeguarded and in the rare event that a problem arises, a
complaints procedure has been introduced. This provides for the matter to be
dealt with internally by the management of the Company, and in the event that
we are not able to deal with the issue to the mutual satisfaction of both
parties, by reference to The Property Ombudsman.
2. If you believe
you have a complaint, please write in the first instance to The Managing
Director at:
The Lords Partnership Limited, 56-58 Wood Street, Kingston
upon Thames, Surrey, KT1 1UW
3. A complaint will
wherever possible be acknowledged within 24 hours but no longer than 3 working
days, investigated thoroughly in accordance with established in-house
procedures and a formal reply will be sent within 15 working days of receipt of
the complaint.
4. If the
complainant is not satisfied with the outcome of our initial investigation,
they are provided with a further opportunity to have the complaint reviewed by
another of the Lords Directors by writing again to the address shown
above.
5. In the event that
the final review as detailed above still fails to satisfy the complainant, then
the complainant is at liberty to have the matter referred to the Property
Ombudsman. We will submit our file to the Ombudsman on request and subject to
consent. The complainant is also entitled to have their complaint referred to
the Ombudsman should we fail to deal with matters promptly or not complied with
our in-house complaints procedure within 8 weeks from the date we receive a
written notification of the grievance.
If, as a customer of Lords, you have any questions regarding
the above, please contact your local office, write to the Managing Director at
the address above or email [email protected]
Last updated at 4:29 PM 08/06/2012 by Guy Hodge
GRIEVANCE PROCEDURE.
1. Lords Estate
Agents, is a Member of The Property Ombudsman (TPO), and aims to provide the
highest standards of service to all of its customers. To ensure that their
interests are safeguarded and in the rare event that a problem arises, a
complaints procedure has been introduced. This provides for the matter to be
dealt with internally by the management of the Company, and in the event that
we are not able to deal with the issue to the mutual satisfaction of both
parties, by reference to The Property Ombudsman.
2. If you believe
you have a complaint, please write in the first instance to The Managing
Director at:
The Lords Partnership Limited, 56-58 Wood Street, Kingston
upon Thames, Surrey, KT1 1UW
3. A complaint will
wherever possible be acknowledged within 24 hours but no longer than 3 working
days, investigated thoroughly in accordance with established in-house
procedures and a formal reply will be sent within 15 working days of receipt of
the complaint.
4. If the
complainant is not satisfied with the outcome of our initial investigation,
they are provided with a further opportunity to have the complaint reviewed by
another of the Lords Directors by writing again to the address shown
above.
5. In the event that
the final review as detailed above still fails to satisfy the complainant, then
the complainant is at liberty to have the matter referred to the Property
Ombudsman. We will submit our file to the Ombudsman on request and subject to
consent. The complainant is also entitled to have their complaint referred to
the Ombudsman should we fail to deal with matters promptly or not complied with
our in-house complaints procedure within 8 weeks from the date we receive a
written notification of the grievance.
If, as a customer of Lords, you have any questions regarding
the above, please contact your local office, write to the Managing Director at
the address above or email [email protected]
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