97% sales valuation accuracy
98% sales fee satisfaction
91% lettings valuation accuracy
85% lettings fee satisfaction
Sep 20,2012
Sep 20,2012
2
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this helpful
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My overall score of 'poor' reflects a number of involvements with Ludlow Thompson over the year I dealt with them:
- Very complicated emails asking for references, with too many varying fonts, colours, sizes - make it incredibly hard to read rather than focusing on what is important (whcih I assume was the intention). (In fact this feedback page is a bit like that too)
- Only two sets of keys were handed to us when we moved in, leaving one tenant without keys. This was very bad preparation, and we had to spend a few weeks chasing up with landlord in order to get a third key cut via the council.
- We amended the inventory/check-in report, with agreement from LC Inventories and sent it to both Jibby Philip and Sarah Pinfold, yet when we moved out the old (incorrect) version was used by Ludlow for the check-out.
I was particularly unhappy with Jibby's service when we were organising replacement of tenants before the end of our tenancy contract:
- When I first phoned him he patronisingly asked why I was moving out of such a lovely flat early, before he even knew which property I was talking about. I asked him if he knew which one it was and he named a different property. Not sure what this tactic was meant to achieve?
- He incorrectly told me that the new tenants would have to pay a full admin fee of £728, which made it very hard for us to find tenants willing to pay this, holding us back from moving out when we wanted. Once we had found tenants willing to pay this, I was told by Barrie Ford that it would actually only cost £360.
- He got quite angry on the phone with me about our landlord being inefficient and difficult. Clearly this was nothing to do with me and in fact I was very inconvenienced by it too.
I later had a great deal of contact with Barrie Ford who in general I found to be very helpful and provided good service. When he could see the urgency of our problem he made an effort to try to hurry things along and give me regular updates. Towards the end he chased up our landlord which was really going beyond the call of duty and I really apprecaited this. Barrie had a good sense of humour when dealing with the tricky aspects of our contract change. He was generally clear about what was required though could perhaps have provided a step-by-step list from the beginning to give me more assurance, and was often hard to get hold of/did not reply to emails/calls as quickly as I'd have hoped. I'm sure he was very busy though so perhaps there was little that could be done to improve this.
I think overall Ludlow Thompson need to work on their consistency - being told different fees from Jibby then Barrie, and later from Barrie's supervisor Kirsty then Barrie again made me doubt the reliability and always felt there was probably some hidden cost around the corner. If staff do not know the answer to a question they should feel confident to admit they do not know and go to find out (the correct, consistant answer), rather than misleading customers.
Finally, we were very happy with the check-out report service from Ivita, who was friendly and reasonable.
In future, I'm afraid I'd try to stay clear of a property being let by Ludlow Thompson, since the admin fee was unreasonably high and certainly did not reflect the quality of service I received. When I asked my housemates if they had anything to add, they very much reiterated my opinions.
- Very complicated emails asking for references, with too many varying fonts, colours, sizes - make it incredibly hard to read rather than focusing on what is important (whcih I assume was the intention). (In fact this feedback page is a bit like that too)
- Only two sets of keys were handed to us when we moved in, leaving one tenant without keys. This was very bad preparation, and we had to spend a few weeks chasing up with landlord in order to get a third key cut via the council.
- We amended the inventory/check-in report, with agreement from LC Inventories and sent it to both Jibby Philip and Sarah Pinfold, yet when we moved out the old (incorrect) version was used by Ludlow for the check-out.
I was particularly unhappy with Jibby's service when we were organising replacement of tenants before the end of our tenancy contract:
- When I first phoned him he patronisingly asked why I was moving out of such a lovely flat early, before he even knew which property I was talking about. I asked him if he knew which one it was and he named a different property. Not sure what this tactic was meant to achieve?
- He incorrectly told me that the new tenants would have to pay a full admin fee of £728, which made it very hard for us to find tenants willing to pay this, holding us back from moving out when we wanted. Once we had found tenants willing to pay this, I was told by Barrie Ford that it would actually only cost £360.
- He got quite angry on the phone with me about our landlord being inefficient and difficult. Clearly this was nothing to do with me and in fact I was very inconvenienced by it too.
I later had a great deal of contact with Barrie Ford who in general I found to be very helpful and provided good service. When he could see the urgency of our problem he made an effort to try to hurry things along and give me regular updates. Towards the end he chased up our landlord which was really going beyond the call of duty and I really apprecaited this. Barrie had a good sense of humour when dealing with the tricky aspects of our contract change. He was generally clear about what was required though could perhaps have provided a step-by-step list from the beginning to give me more assurance, and was often hard to get hold of/did not reply to emails/calls as quickly as I'd have hoped. I'm sure he was very busy though so perhaps there was little that could be done to improve this.
I think overall Ludlow Thompson need to work on their consistency - being told different fees from Jibby then Barrie, and later from Barrie's supervisor Kirsty then Barrie again made me doubt the reliability and always felt there was probably some hidden cost around the corner. If staff do not know the answer to a question they should feel confident to admit they do not know and go to find out (the correct, consistant answer), rather than misleading customers.
Finally, we were very happy with the check-out report service from Ivita, who was friendly and reasonable.
In future, I'm afraid I'd try to stay clear of a property being let by Ludlow Thompson, since the admin fee was unreasonably high and certainly did not reflect the quality of service I received. When I asked my housemates if they had anything to add, they very much reiterated my opinions.
What agent could do to change your mind?
This question doesn't even make sense - would you use the agent again? Recommend or Disapprove? I think this just exemplifies the bizarre communication skills of Ludlow Thompson. To win me around you'd have had to be polite, efficient and concerned. Barrie did a great job but my earlier experiences were too bad to be overcome. Why would I want to pay a fee to feature my review?!Attached Filesnbsp;
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Opening Hours
Address
ludlowthompson
4 - 6 Clapham Road
Lambeth,London
Greater London
SW9 0JG
020 7820 4141
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 97% | 98% | £250,000 | £8,000,000 |
| Lettings | 91% | 85% | £346 | £4,500 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 198 | 11 | 378 | 32 | 73 | 1 | 111 | 0 | 47 | 9 |
Areas covered
- SW9
- SW8
- SW2
- SE11
- SE17
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Feb 16,2024
Feb 16,2024
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Daniel was super helpful and answered all my questions as a first time renter in London....
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Nov 10,2023
Nov 10,2023
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Daniel was both helpful, friendly and professional throughout. Daniel went out of his way to ensure the viewing was at a time that suited us best and answered all our questions with a smile as well as being super accessible to contact. Highly recommend....
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Feb 09,2023
Feb 09,2023
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Property was not what we were looking for however Lala was a gem of an estate agent, she was fantastic....
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Jul 19,2022
Jul 19,2022
1
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Shocking customer service from Jibby.
Very arrogant, dismissive, on his phone texting, headphones in, more interested in his music then looking after customers. Avoid dealing with this branch....
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Jun 28,2021
Jun 28,2021
0
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Wasted my time with them. Organised 2 separate viewings, and both got cancelled without me being notified until I was present at the viewing locations. Kept getting auto-generated emails that the viewings were still going ahead. Agents were hard to reach and not at all apologetic ...
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Jun 30, 2021
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Dear Ray
Many thanks for your above review and we’re sorry to read about your experience.
In order that we can investigate your concerns fully, I’d appreciate if you could contact us at [email protected] confirming the property address and the negotiator this relates to. We’ll then ensure that you receive a comprehensive reply.
Kind Regards
Customer Services ...
Mar 19,2021
Mar 19,2021
0
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Jibby Philip helped coordinate a major refurbishment of my property for letting and then found tenants to move in soon after. Always responds rapidly to emails and texts and will happily deal with outside contractors on your behalf. Invaluable!...
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Mar 01,2021
Mar 01,2021
0
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I have had a wonderful experience working with Joao, Jibby and Sophie.
I have had bad experiences from other estate agents, but ludlowthompson has completely changed my views about estate agents.
The team have excellent communication skills and try their best to please their customers.
...
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Dec 20,2020
Dec 20,2020
1
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this helpful
I just had the worst experience of my life with this agency.
We put an offer on a flat in Nine Elms that got accepted and they messed it up in the contract with move-in date, move-out date, my full name, etc.. I called my ...
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Dec 21, 2020
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Dear Pilar
Many thanks for your above review and we’re sorry to read about your experience.
In order that we can investigate your concerns fully, I’d appreciate if you could contact us at [email protected] confirming the property address this relates to. We’ll then ensure that you receive a comprehensive reply. ...
Sep 13,2020
Sep 13,2020
0
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So far it's been great. Kirsty and the team have done well. Taken by surprise the very short time it took to get offers. Would highly recommend Ludlow Thompson, Oval....
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Aug 19,2020
Aug 19,2020
0
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At the beginning things went well. But over the period of 6 years everything went from bad to worse. Property managers changed frequently, I consistently received false information. One manager lost the tenancy renewal which meant I had to spend my holiday in vommunication I thought ...
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Aug 19, 2020
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Dear Mr Acford
Many thanks for your above review and we’re sorry to read about your experience.
In order that we can investigate your concerns fully, I’d appreciate if you could contact us at [email protected] confirming the property address this relates to. We’ll then ensure that you receive a comprehensive reply.
Kind Regards
Gemma Heaton
Head of Property Services ...
Nov 08,2019
Nov 08,2019
0
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Kirsty and her team have been excellent throughout the process of selling my buy to let flat. They always responded quickly to my queries and kept me informed at all stages.
Kirsty was particularly helpful in advising me regarding the sensitive and compassionate handling of ...
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Sep 10,2019
Sep 10,2019
0
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Joao and Sophie have provided a five star service from search to completion. Simply excellent. There is nothing more to say.
JH...
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Jun 25,2019
Jun 25,2019
0
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I am writing this review to highlight my disgust in the way I have been treated as a tenant leaving a Ludlow Thompson property.
The first major issue I encountered was an unnecessary and unjustified 'end of tenancy' cleaning fee. When one is leaving a ...
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Comment on agent fees
Awful!! £700 to sign the contract, then extra fees for contents insurance, contract extension, contract termination and, of course, end of tenancy cleaning. This can easily exceed £1000.
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Mar 23,2019
Mar 23,2019
0
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Joao was very helpful when we were searching for a property. He was able to answer any questions about the properties that we had and he helped ensure that we got the property we wanted. In addition, he was very prompt at replying to all ...
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Mar 18,2019
Mar 18,2019
0
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Georgie was great from start to finish. She encouraged me to look at a property which she knew I would love. I hadn't originally considered and I had a lot of questions which she was able to answer straight away either by phone, email or ...
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Comment on agent fees
N/A
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Mar 05,2019
Mar 05,2019
0
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Staff were very helpful and professional. Joao provides excellent customer service. He kept me informed at all times, worked very hard to find me a tenant and negotiate a fair price....
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Comment on agent fees
Good
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Feb 02,2019
Feb 02,2019
0
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It having been a long time since I last looked for a rental property in London, Alex was a shining beacon of hope in a confusing World. He took time to get to understand me and my search criteria. Properties were well chosen. Information was ...
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Comment on agent fees
Fees very similar to competitors. Not the lowest but also not the highest. Alex clear about fees up front. No hidden charges
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Jan 31,2019
Jan 31,2019
0
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Alex was such a great help from start to finish. I'm not good with change but Alex helped me all the way. He took the stress out of the whole thing. Saved my brain!...
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Comment on agent fees
good
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Jan 15,2019
Jan 15,2019
0
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Alex has been helping me with my search for a flat. He is genuine, has immense patience, but most of all he has good humour. I feel like he knows what it is I'm looking for, and has gone above and beyond to ensure I ...
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Jan 11,2019
Jan 11,2019
0
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Until recently, for seven years I was a landlord with Ludlow Thompson. I always found them very effective and efficient, and it was as a direct result of this, I took the decision to sell through them. The sales manager, Kirsty Rowley was absolutely brilliant, ...
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Comment on agent fees
Given they took care of everything from start to finish, great value for money
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Dec 18,2018
Dec 18,2018
0
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After 18 months on the market, my house was finally sold to the right owner and I have no doubt that Ludlow Thompson did everything possible to match potential buyers with this unique house in a unique and exceptional location. Thank you Kirsty and Surasak for ...
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Comment on agent fees
The best thing about Ludlow Thompson and sales is the reasonable agents fees.
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Dec 04,2018
Dec 04,2018
0
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He was excellent staff ,friendly and very helpful. I was so happy to met him and after that he can showed and explain about details how's everything going to work? At the end so successful. I was so proud of him.
Thank you so much
...
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Comment on agent fees
Good
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Dec 03,2018
Dec 03,2018
0
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We have just sold our property through Ludlow Thompson, with the help of Kirsty's and her team, very helpful...
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Comment on agent fees
Good
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Nov 07,2018
Nov 07,2018
0
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I would highly recommend using Ludlow Thompson if you enjoy dealing with incompetent estate agents who fail to grasp even the simplest of concepts. They're especially good if you enjoy long tedious phone calls where the person on the other end completely ignores what you're ...
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Comment on agent fees
Ridiculous fees that are forced on tenants and landlords for nothing in return.
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Oct 18,2018
Oct 18,2018
0
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Anyone else tired of the London renting Mafia? Well you're not alone people!
Yes, that's right, I've spent two years paying a small fortune to live in a mouldy hole. Paid exorbitant fees for ludlowthompson shamefully unprofessional services. Been left without hot water on several ...
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Aug 13,2018
Aug 13,2018
1
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Disrespectfull with my partner, not patient, terrible customer service. I came to the agency after i moved in to ask questions regarding the property and i have been served in the worst possible way....
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Aug 23, 2018
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Dear valued customer,
We would like to apologise for your negative experience with one of our offices. At ludlowthompson we pride ourselves on our customer service, so it is always extremely disappointing to hear that a customer's expectations have not been met and we are very sorry that you have found cause to complain.
We would like to learn more about your specific situation and make things right. If you wouldn't mind emailing our Customer Services department at customerservices@ludlowt ...
May 29,2018
May 29,2018
0
people found
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I have used Jibby for a number of years now and he is always responsive and eager to secure good tenants quickly.Jibby was ably assisted by Joao this time round too, excellent service...
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Comment on agent fees
Reasonable
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May 23,2018
May 23,2018
0
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My overall experience with the agency stuff is really positive. Very friendly, ready to help and prompt answeres to all email communications. However, I felt the new starters should have been given more guidelines when they start showing properties and meeting with clients, to assist ...
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Comment on agent fees
It is on the high side of the scale, and not all have been processed yet to comment fully. I can only hope there are no hidden charges showing up later.
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May 15,2018
May 15,2018
0
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Outstanding work from Joao and Jibby. Did a brilliant job screening tenants, sorting paperwork etc etc. All in all made renting my flat a breeze....
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Comment on agent fees
fine
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Apr 05,2018
Apr 05,2018
0
people found
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Revaz was a fantastic agent through which my best friend and I secured our first rental property together. We had had a long hard search elsewhere in London before choosing to look around Oval / Stockwell area, and he was prompt, professional, clear and responsive at ...
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Comment on agent fees
Slightly excessive but I guess it's to be expected in the current market.
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Jibby
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Daniel
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Hannah
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Alexander
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Mark
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Tenant Fees
Please see https://www.ludlowthompson.com/resources/pdf/letting-admin-fees-tenant.pdf?20190627 for information on Tenant Fees Last updated at 16/08/2019, 5:12 PM by allAgentsComplaints Procedure
ludlowthompson prides itself on being able to fulfill customer expectations, and meet their needs. Whilst it is always our desire to achieve this, should there be a concern from our client we would always wish to be able to resolve it quickly and be given the opportunity to demonstrate our commitment to quality customer service. In order to do this, and engender an approach within our business of ownership and responsibility by all our team for the service provided to our customers, we apply the following approach to any customer complaint / concern:
1. Please refer all complaints initially to the Department that they relate to. (Lettings/Sales/Management/Accounts). Presenting your complaint directly to the party you have been liaising with.
Whilst we would anticipate that this party will have been able to resolve your issue at this stage, should you not receive a satisfactory response or resolution to your problem:
2. Please refer the complaint to our Customer Services Department. ([email protected]).
Once the complaint is received at Customer Services the matter will be acknowledged and investigated. A full response will be received from the appropriate ludlowthompson representative within 7 working days.
This representative will be a senior member of the team managing the issues on which you have reason to complain.
3. Upon receipt of the response if this is not satisfactory please advise Customer Services and the matter will be referred for review. A full and final response from a ludlowthompson representative will be received within 7 working days.
We would obviously anticipate that no response would leave issues unresolved having been considered to this stage. A 'full and final' response will be advised as such within the detail of the response and will have been provided on behalf of ludlowthompson by an appropriately senior member of the management team to ensure it has been given appropriate review and consideration.
4. However, should this 'full and final' response not be satisfactory please find detailed below the website contacts for each of the following bodies to which ludlowthompson are members. Each will ask you to have ensured you have received a full and final position from us prior to you being able to lodge a complaint with them for review and will guide you on the necessary steps to take.
ARLA (www.arla.co.uk) or NAEA (www.naea.co.uk) or The Property Ombudman (www.tpos.co.uk) . They will then consider the complaint and review the matter.
Last updated at 1:11 PM 03/03/2016 by allAgents
1. Please refer all complaints initially to the Department that they relate to. (Lettings/Sales/Management/Accounts). Presenting your complaint directly to the party you have been liaising with.
Whilst we would anticipate that this party will have been able to resolve your issue at this stage, should you not receive a satisfactory response or resolution to your problem:
2. Please refer the complaint to our Customer Services Department. ([email protected]).
Once the complaint is received at Customer Services the matter will be acknowledged and investigated. A full response will be received from the appropriate ludlowthompson representative within 7 working days.
This representative will be a senior member of the team managing the issues on which you have reason to complain.
3. Upon receipt of the response if this is not satisfactory please advise Customer Services and the matter will be referred for review. A full and final response from a ludlowthompson representative will be received within 7 working days.
We would obviously anticipate that no response would leave issues unresolved having been considered to this stage. A 'full and final' response will be advised as such within the detail of the response and will have been provided on behalf of ludlowthompson by an appropriately senior member of the management team to ensure it has been given appropriate review and consideration.
4. However, should this 'full and final' response not be satisfactory please find detailed below the website contacts for each of the following bodies to which ludlowthompson are members. Each will ask you to have ensured you have received a full and final position from us prior to you being able to lodge a complaint with them for review and will guide you on the necessary steps to take.
ARLA (www.arla.co.uk) or NAEA (www.naea.co.uk) or The Property Ombudman (www.tpos.co.uk) . They will then consider the complaint and review the matter.
Ludlowthompson strive to provide the best possible customer service so we are very disappointed that you feel the service provided was not satisfactory.
We would really appreciate the opportunity to look into the issues raised above and investigate your complaint further.
Please could we ask you to contact [email protected]
Finally we would just like to apologise for any inconvenience this matter has caused to yourself.
Kind regards
Ludlowthompson