Thank you for taking the time to write a review with regards to your recent purchase. When you put your offer forward, you called to the Morpeth office, hence the email response from them. Reviewing the notes on the file, the survey report was forwarded, from your mortgage advisor, to our Morpeth office, highlighting issues to be addressed. Our Morpeth office liaised with the vendor in order to resolve these issues. In the meantime I spoke to your solicitor and was informed that you had chosen to deal direct with the vendor as you had a builder in mind you wanted to look over the issues. I rang you and you confirmed this was the case. At this point, you did mention you had sent emails that had not been responded to and I asked for these to be forwarded to myself in order to address. To date, I have not received these emails.
When I called to inform yourself and your son that the keys were able to be released, at no point did you make us aware, that picking the keys up from the Cramlington office was a problem. If we knew this was the case, we could've arranged pick up elsewhere.
When you came to collect the keys, Gemma called me and to confirm before releasing them as she was not in the office when the keys were handed in. I clarified this and the keys were handed over. I apologise for the inconvenience, however, this is sometimes unavoidable when there are four members of staff in and out of the office on appointments. We are always contactable via mobile phones for this reason and we would never label keys for security reasons.
As the largest independent agent in the North East we pride ourselves on our customer service.
Please contact me if you feel that your complaint has not been dealt with as I feel this review is not a true reflection of the service we provide.