Bricks&Mortar
Newcastle upon Tyne, NE1
2.8/5, 68 reviews
46% recommended
54% sales valuation accuracy
100% sales fee satisfaction
88% lettings valuation accuracy
58% lettings fee satisfaction

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“Would not recommend this letting agency to anybody, professionals or ......”

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Nov 18,2015
Minithumbdown
By: '6angrystudents'
Nov 18,2015
0 people found
this helpful
Would not recommend this letting agency to anybody, professionals or students. Was rushed into signing an agreement after being told this property was very popular, I understand that this was part of the job however we were not offered other similar properties to view. Before our tenancy agreement started we had paid in total £770 per person, which is an outrageous amount to pay especially for students. When we eventually moved in, the house had not been thoroughly cleaned which resulted in us having to clean it ourselves. There was many problems throughout the property such as, broken oven, broken microwave, leaking shower, damp above the tv, cracked floor tiles and much more. I understand these problems need to be dealt with by the landlord, however as a professional letting agency the property should have been fully inspected before we moved in. We contacted the landlord who was very unhelpful, so contacted letslivehere and they were even more unhelpful. Stating that it wasn't anything to do with them and they couldn't help us, however eventually after going into the shop they contacted the landlord. I begin to wonder what the £120 per person admin fee was for considering there was 6 of us!! Once settled into the house, other prospective students started to view the property. However, letslivehere failed on occasions to inform our head tenant of these viewings and arrived unexpectedly, claiming they're so busy this time of year.. this is very unprofessional and an invasion of our privacy. Would recommend any other letting agency apart from letslivehere, it is clear that they take advantage of 1st year students!!!
What agent could do to change your mind?
The staff at the letting agency could be much more friendly, they are very defensive especially when you have a problem.. they disregard any responsibility!
Attached Filesnbsp;
Comment on agent fees
Considering they are a student letting agency, their admin fee and deposits are outrageous!
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By: Mike
Nov 18, 2015
Hi thanks of the review, and I'm sorry to read your experience with our agency has not been a good one.

We treat each review very seriously, perhaps you can advise which property you are referring to we will then have the opportunity to comment further, however in the mean time perhaps I can offer some thoughts.

The tenancy you entered into is that of a let only tenancy with our company, you were advised of this (all tenants are) the the landlord only engages our services as such and you were provided with their details to deal direct with them for all matters once you took ownership of the property. If the landlord had not dealt with your maintenance matters in an appropriate way, the local councils environmental health team will always be happy to get involved.

The admin fee - this is made up from costs associated with advertising the property, arranging viewings, transporting tenants to viewings - often more than one property and on more than one occasion, reference costs - these ensure financial viability of the tenants and guarantors, contract paperwork bank charges and office admin, the fees are standard within the industry and are reflective of those charged the city, some agents do not change fees and others charge more.

If you would like to discuss this matter further please get in touch direct and ask for the Operations Director

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Latest Reviews

View all Reviews 68
13th Apr 2024
reviewed by 'Adam'
“Avoid at all costs. They moved me into a flat with no working plumbing which they knew prior to the ......”
9th Feb 2024
reviewed by 'Nigel'
“A great company to deal with. Megan helped me through the whole letting process. Highly recommended....”
30th Apr 2023
reviewed by 'Zara'
“Just been out with Lauren, just found the most amazing flat in Rothbury Terrace. Thank you so much for finding ......”
19th Dec 2022
reviewed by 'Jessica Jenner'
“If it was possible to give less than 1 star, I would. Quite possibly the worst estate agent I have ever ......”
11th Nov 2022
reviewed by 'Tennant01'
“I live in one of the properties let by Bricks and Mortar and have had an awful experience. Since moving ......”
8th Nov 2022
reviewed by 'Hannah'
“I am a student at one of these properties and since moving in In august there has been what seems ......”
Opening Hours
  • Monday: 09:00 - 18:30
  • Tuesday: 09:00 - 18:30
  • Wednesday: 09:00 - 18:30
  • Thursday: 09:00 - 18:30
  • Friday: 09:00 - 17:30
  • Saturday: 10:00 - 16:00
  • Sunday: Closed
Address

Bricks&Mortar
140 New Bridge Street
Newcastle upon Tyne
Tyne And Wear
NE1 2SZ
0191 230 5577

update staff | update details

Performance statistics
Services Valuation Accuracy Fees Satisfaction Min Price of property reviewed Max Price of property reviewed
Sales 54% 100% £0 £0
Lettings 88% 58% £281 £1,950
Review statistics
From Landlords From Tenants From Vendors From Buyers Other
6 1 23 30 0 0 1 0 1 6
Areas covered
  • Newcastle City Centre
  • NE1
  • Quayside
  • NE2
  • Jesmond
  • NE3
  • Sandyford
  • NE4
  • Heaton
  • NE5
  • Gosforth
  • NE6
  • Fenham
  • NE7
  • Tynemouth
  • NE8
  • Gateshead
  • NE9
  • Forest Hall
  • NE10
Services offered
  • Sales
    •
  • Lettings
    •
  • Block Management
  • Surveys
  • Conveyancing
  • Mortgage Advice
  • Home Builder
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“Avoid at all costs....”

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Apr 13,2024
Minithumbdown
By: 'Adam'
Apr 13,2024
1 people found
this helpful
Avoid at all costs. They moved me into a flat with no working plumbing which they knew prior to the start date but neglected to tell me, they ignore emails and texts, their staff gaslight you, they turn up at your home unannounced sometimes letting ...
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“A great company to deal with. Megan helped me......”

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Feb 09,2024
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Megan
By: 'Nigel'
Feb 09,2024
0 people found
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A great company to deal with. Megan helped me through the whole letting process. Highly recommended....
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“Just been out with Lauren, just found the mos......”

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Apr 30,2023
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Lauren Anderson
By: 'Zara'
Apr 30,2023
0 people found
this helpful
Just been out with Lauren, just found the most amazing flat in Rothbury Terrace. Thank you so much for finding just what I was looking for....
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“If it was possible to give less than 1 star, ......”

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Dec 19,2022
Minithumbdown
By: 'Jessica Jenner'
Dec 19,2022
2 people found
this helpful
If it was possible to give less than 1 star, I would. Quite possibly the worst estate agent I have ever dealt with. Didn't respond to calls, sent workers round to the house without notice and the move out process was even worse. Having moved out ...
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“I live in one of the properties let by Bricks......”

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Nov 11,2022
Minithumbdown
By: 'Tennant01'
Nov 11,2022
1 people found
this helpful
I live in one of the properties let by Bricks and Mortar and have had an awful experience. Since moving in in September there has been 4 house viewings, non of which I have been informed about. I have phoned up bricks and mortar after every ...
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“I am a student at one of these properties and......”

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Nov 08,2022
Minithumbdown
By: 'Hannah'
Nov 08,2022
1 people found
this helpful
I am a student at one of these properties and since moving in In august there has been what seems like thousands of viewings from investors, are we a museum? I think not but this company seems to think we are. Another thing I lost ...
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“The property was let to students who arrived ......”

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Nov 05,2022
Minithumbdown
By: 'Tracey Mitchell'
Nov 05,2022
1 people found
this helpful
The property was let to students who arrived to black mouldy mattresses, appalling condition of the place. It HAD NOT been properly cleaned. Drawer broken, curtain rails hanging off the wall, fridge broken. I have so many photos to prove this. Fire door broken, hob ...
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“TERRIBLE LETTINGS AGENTS...”

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Oct 24,2022
Minithumbdown
By: 'AngryTenant'
Oct 24,2022
0 people found
this helpful
The property was let out to students in a filthy state with damp and structural issues in July 2022. It's now nearly November 2022 and they have yet to make any real progress with the work outstanding. You get ignored and pushed from pillar to post with ...
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“Awful company- avoid at all costs! Use any ot......”

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May 03,2021
Minithumbdown
By: 'Ben'
May 03,2021
0 people found
this helpful
Awful company- avoid at all costs! Use any other company you can, wasted my time, money and gave awful customer service....
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“Absolutely abysmal. The fact that Bricks and ......”

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Jan 27,2021
Minithumbdown
By: 'Charles'
Jan 27,2021
1 people found
this helpful
Absolutely abysmal. The fact that Bricks and Mortar have had to rename themselves due to such a bad reputation speaks volumes. House had no double glazing and heavily used mattresses when we moved in resulting in our house having to sleep on the couches for ...
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“Overwhelmed with property, ready for my date.......”

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Jan 07,2021
Minithumbup
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richard
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Emily
By: 'Lau'
Jan 07,2021
0 people found
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Overwhelmed with property, ready for my date. All clean with modern utlities. Great communication with all that helped get me started up....
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“Golden mouldies!Tenants beware, B&M are goo......”

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Dec 04,2020
Minithumbdown
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richard
By: 'Sam'
Dec 04,2020
0 people found
this helpful
Golden mouldies! Tenants beware, B&M are good at showing you round sub-standard properties (without letting their current tenants know), but not so good at resolving tenant issues. Bright side, if you'd like to experience the great outdoors from the comfort of your own home ...
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“Fire to MouldIncredibly poor service- left a......”

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Dec 04,2020
Minithumbdown
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richard
By: 'Michael'
Dec 04,2020
0 people found
this helpful
Fire to Mould Incredibly poor service- left a tenant with a fire dmaaged roof that leaked for 11 WEEKS, which lead to unsafe mould in their house. They then decided to paint over the mould to try and fix it! Great work guys, paint fixes everything! ...
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“Spending 3 months with leaks and damp in prop......”

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Dec 03,2020
Minithumbdown
By: 'Anthony'
Dec 03,2020
0 people found
this helpful
Spending 3 months with leaks and damp in property that still haven't been fully repaired to any sort of livable and acceptable standard is just not good enough. As well as turning up unannounced (not good!! what business are you running!?) they lie to tenants that ...
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“Sure fungis to pay all your money to...”

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Dec 03,2020
Minithumbdown
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Stuart
By: 'Super'
Dec 03,2020
0 people found
this helpful
Wow! An unmissable opportunity for mold fans. You know that bit in the Bob Hoskins Mario film where Dennis Hopper turns the king into fungus? Times that by over 9000. Your wildest mold fantasies will come true. Mood can be customised with a thin layer of ...
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“Avoid...”

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Dec 03,2020
Minithumbdown
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Stuart
By: 'B.'
Dec 03,2020
0 people found
this helpful
This agent left tenants waiting for months for repairs to deal with black mould and damp, leaving tenants to bear the cost of attempting to keep their property dry, Agents visited the property unannounced, which is unacceptable, and still failed to address the problems. Really ...
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“Tried to steal our desposit. Impossible to contact...”

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Nov 30,2020
Minithumbdown
By: 'James'
Nov 30,2020
0 people found
this helpful
Tried to rinse us for recarpeting the flat even though we had proof that the carpets were absolutely disgusting when we moved in. Wouldn’t reply to our emails even when we had water coming through the walls. Once we contested the deposit they wouldn’...
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“I was interested to book a couple of houses w......”

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Nov 02,2020
Minithumbdown
By: 'Dimitris'
Nov 02,2020
2 people found
this helpful
I was interested to book a couple of houses with them that they first said they are available, we did the viewing and then they bailed me 3 times with the excuse that the houses are not available within less than an hour. Really terrible experience ...
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“Stay clear...”

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Nov 02,2020
Minithumbdown
By: 'Sophie'
Nov 02,2020
1 people found
this helpful
For anyone looking to rent through Bricks and Mortar Group in Newcastle, stay clear! We've been in our house for about 5 months and we have had nothing but issues with them over lack of communication. The landlord decided to sell the house just a few ...
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“Need some serious lessons in customer service......”

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Jun 02,2020
Minithumbdown
By: 'Alan'
Jun 02,2020
1 people found
this helpful
Need some serious lessons in customer service. Don’t return phone calls, rental agreements in correct after 3 attempts. Chased and advised would lose tenancy if didn’t sign today but they got the date wrong (no surprise). No controls in place and would be very ...
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“Bad experience with this agent...”

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Mar 09,2020
Minithumbdown
By: 'Wendy'
Mar 09,2020
2 people found
this helpful
I rented a two bedroom flat with them and had bad experience with this estate agent. First after they charged me the full agency fees of the whole flat, they tried to charge my flatmate again when she signed her contract. And then when the ...
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“Naive student...”

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Oct 08,2018
Minithumbdown
By: 'FTM'
Oct 08,2018
3 people found
this helpful
Avoide like the plague, do not allow your precious son or daughter rent a property from this agency. They are totally unprofessional and are the type of agency who allow unscrupulous landlords get away with providing sub standard accommodation and taking advantage of young people ...
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Comment on agent fees
The agents fees are over the top and they even charge you again if you decide to stay in the property for a further year.
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“Dissapointed...”

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Jul 02,2018
Minithumbdown
By: 'Gilly'
Jul 02,2018
2 people found
this helpful
Though the staff that work at the office were friendly and helpful whilst showing us around houses etc, I was massively let-down by our attempts to get certain things fixed during our tenancy and also by the leaving procedures. We got fined for 'repair costs' ...
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Comment on agent fees
The general fees were fine (moving in etc), the problematic fees were upon moving out.
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By: Claire Scott
Jul 12, 2018
View all comments (1)
Dear Gilly, We're disappointed to hear that you do not feel you have been provided with good customer service during your stay. We take pride at our company in ensuring that customer requests and queries are dealt with promptly and therefore we will investigate your comments thoroughly. Without knowing however which property you resided in to confirm it was managed by our firm, we cannot carry this out and we have no record of your details based on your review of you being a tenant. Could yo ...

“Alex was an extremely helpful and tentative agent. He was ......”

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Nov 22,2017
Minithumbup
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Alex Byrne
By: 'Aasiyah'
Nov 22,2017
0 people found
this helpful
Alex was an extremely helpful and tentative agent. He was patient with us and was able to organise viewings that suited the timetables of all 5 of us. He was extremely competent being able to answer all queries we had, and finding a flat that was ...
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Comment on agent fees
Good
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“Very helpful, worked hard around the clock and helped us ......”

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Nov 21,2017
Minithumbup
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Lauren Anderson
By: 'Josh'
Nov 21,2017
0 people found
this helpful
Very helpful, worked hard around the clock and helped us find our perfect home. Definitely went above and beyond! Thanks Lauren...
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Comment on agent fees
Good
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“The best agency in the world and Emily is my ......”

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Nov 13,2017
Minithumbup
By: 'Connor'
Nov 13,2017
0 people found
this helpful
The best agency in the world and Emily is my fave, the hard work they put in is so nice to see and it really warms my heart, also Stuart is the bestest...
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Comment on agent fees
Good
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“Let'slivehere, brilliant agency really helpful finding the best and cheapest ......”

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Nov 13,2017
Minithumbup
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Emily
By: 'James'
Nov 13,2017
0 people found
this helpful
Let'slivehere, brilliant agency really helpful finding the best and cheapest places to live, no stress involved allowing us to get it done quickly and easily...
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“Emily is best agent in the world ever in history ......”

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Nov 13,2017
Minithumbup
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Emily
By: 'Harry'
Nov 13,2017
0 people found
this helpful
Emily is best agent in the world ever in history of agents of the world, Stuart is nice and pretty...
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Comment on agent fees
Good
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“Letslivehere helped me and all of my friends to be ......”

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Nov 13,2017
Minithumbup
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Emily
By: 'Turner'
Nov 13,2017
0 people found
this helpful
Letslivehere helped me and all of my friends to be able to find a property we all liked as well as show us around other options that would fit the same style. Really amazing company....
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“If this review website would allow me to give 0 star ......”

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Sep 01,2017
Minithumbdown
By: 'Tamara'
Sep 01,2017
2 people found
this helpful
If this review website would allow me to give 0 star then I would. I paid almost £300 for admin fee which is ridiculous for the terrible service that I received. From the very beginning I noticed the communication between me and the agent after they ate ...
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Comment on agent fees
BAD
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By: Claire Scott (Letslivehere)
Oct 05, 2017
View all comments (1)
Dear Miss Telfort, Further to your review dated the 1st of September 2017 regarding your tenancy, whilst I am disappointed to hear that you feel let down by the service provided by our team, I have outlined below our response to your points regarding the sign up process for your property. Firstly, you mention that you were chasing the agent for information. Unfortunately, all of the information for adding yourselves to referencing was not provided in full. As such. The agent in question h ...
No image available Emily
(4)
No image available Lauren Anderson
(2)
No image available Alex Byrne
(1)
No image available Chloe
No image available Nicola
No image available Chloe
No image available Becky
No image available Claire
No image available Simon
No image available Amy
No image available Matthew
No image available Jill
No image available Neelam

Tenant Fees

Holding Deposit (per tenancy)

A refundable* holding deposit equivalent to one weeks rent is payable upon your offer being accepted.

*T&Cs apply- see our website for a full breakdown

Last updated on 04/06/2019, 5:21 PM by Claire Scott, Head of Residential

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

Customer Complaints Handling Procedure

As a firm licensed by safeagent, Bricks & Mortar aim to provide the highest standards of service to all landlords and tenants, but to ensure your interests are safeguarded, we offer the following:

Stage 1

If you believe you have a grievance, please write in the first instance to [email protected] stating the reasons for your complaint at the following address:

140 New Bridge Street, Newcastle upon Tyne, NE1 2SZ

The grievance will be acknowledged within 3 working days and then investigated thoroughly in accordance with established “in-house” procedures.

A formal written outcome of the complaint will be sent to you within 21 days.

If the nature of your complaint is such that we need further time to consider it, we will contact you and let you know the reason for the delay.

Stage 2

If you are not satisfied with the outcome of your complaint at Stage 1 you can refer the matter to Jill Gale who will review the complaint and the response sent at Stage 1.

You should outline the reasons you are not satisfied with the response to your complaint.

Following the conclusion of our in house review we will write to you with a formal written statement.

Stage 3

If you are dissatisfied with the conclusion of the in house review of the complaint you can refer the matter to The Property Ombudsman, Mitford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Last updated at 4:41 PM 30/10/2017 by allAgents

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