67% sales valuation accuracy
100% sales fee satisfaction
0% lettings valuation accuracy
0% lettings fee satisfaction
Oct 08,2012
Oct 08,2012
7
people found
this helpful
this helpful
We used ward and partners both to market our property for sale and to let it to our current tenant. We have had numerous issues with them leading to our now opinion that they are greatly incompetent and incapable of providing a professional service.
It is 100% apparent that the sales and lettings sides (despite sharing an office) do not communicate. We specifically chose ward and partners to be our letting agent as we were using them for sales and we thought that this would work well in that they would be able to talk to each other about the marketing of our property for sale and for rent. On numerous occasions we has issues between the two and information not being relayed. We were clear from the outset that we would continue to market our property for sale until we either sold or found a tenant who had passed references. The sales side appeared to have absolutely no idea that this was the case and had wrongfully assumed we were taking our property off the sales market.
Similarly, as we were 100% clear that in the long term we want to sell and that after the initial four months of a rental we would give notice to our tenant and proceed with marketing. The tenant was informed by the letting agent that the property was available for a year and is understandably irritated by this as if we sell they will have to find somewhere else to live.
There was an occasion where we have had to go and collect correspondence from the agency and pay for it as they had not added postage, other occasions where we received mail intended for other parties (invoices for sales!) which concerned us as to whether letters meant for us had got into the wrong hands.
We have had several instances where the letting agent has called me and my partner separately to speak about issues and this left us feeling that they were trying to play us off each other- we have since told them to only deal with my partner so we can be unified.
I have received a phone call from one agent who (having thought I hadn't answered) where I heard her say to another person in the office "we'll it's all going to be fucked up now..." VERY unprofessional!!
They have a complete inability to correctly relay information. We were told by the letting agency that the tenant considered the dishwasher to be dirty so we spent £20 having it cleaned- subsequently it transpired that it was broken to which the letting agent met this with giggles and said "oh yeah... Sorry" so we spent £20 cleaning a broken dishwasher!
The most recent, and inconvenient issue was that we discovered our rent had not been paid into our account so I called the agent at 09:30 in the morning to ask where our rent was. They said they would get into contact with accounts and call back "straight away". By 15:30 I had heard nothing, so I called again and spoke to another lettings agent and explained that somebody was looking into this for me and said they would get back- they had no idea what we were speaking about and said they would call accounts. An hour and a half later we receive a call from head office based in Medway saying that they had forgotten to set up a standing order for the rent and would have to take a card payment from the tenant for the rent. This is delaying the payment to us by 7days! This is simply not good enough, we have outgoings dependant on this rent being paid so have had to use our overdraft (at a cost!) to cover the shortfall because of their incompetence.
Eventually we have told the tenant not to contact the letting agent at all and to contact us. Since doing this we have discovered that the tenant has had sight of emails between us and the letting agent which we feel grossly breaches our confidentiality! The tenant is just as irritated by how it has so far been managed, so we have started off our relationship on the wrong foot because of the incompetences of ward and partners.
To date we have not received a copy of the inventory for our property, and no apology for any of what we have had to contend with. We believe that the 10% commission plusVAT at £130 a month is not worth it. They are doing absolutely nothing to earn that money.
Do not use ward and partners, use an agency who actually cares about their customers.
It is 100% apparent that the sales and lettings sides (despite sharing an office) do not communicate. We specifically chose ward and partners to be our letting agent as we were using them for sales and we thought that this would work well in that they would be able to talk to each other about the marketing of our property for sale and for rent. On numerous occasions we has issues between the two and information not being relayed. We were clear from the outset that we would continue to market our property for sale until we either sold or found a tenant who had passed references. The sales side appeared to have absolutely no idea that this was the case and had wrongfully assumed we were taking our property off the sales market.
Similarly, as we were 100% clear that in the long term we want to sell and that after the initial four months of a rental we would give notice to our tenant and proceed with marketing. The tenant was informed by the letting agent that the property was available for a year and is understandably irritated by this as if we sell they will have to find somewhere else to live.
There was an occasion where we have had to go and collect correspondence from the agency and pay for it as they had not added postage, other occasions where we received mail intended for other parties (invoices for sales!) which concerned us as to whether letters meant for us had got into the wrong hands.
We have had several instances where the letting agent has called me and my partner separately to speak about issues and this left us feeling that they were trying to play us off each other- we have since told them to only deal with my partner so we can be unified.
I have received a phone call from one agent who (having thought I hadn't answered) where I heard her say to another person in the office "we'll it's all going to be fucked up now..." VERY unprofessional!!
They have a complete inability to correctly relay information. We were told by the letting agency that the tenant considered the dishwasher to be dirty so we spent £20 having it cleaned- subsequently it transpired that it was broken to which the letting agent met this with giggles and said "oh yeah... Sorry" so we spent £20 cleaning a broken dishwasher!
The most recent, and inconvenient issue was that we discovered our rent had not been paid into our account so I called the agent at 09:30 in the morning to ask where our rent was. They said they would get into contact with accounts and call back "straight away". By 15:30 I had heard nothing, so I called again and spoke to another lettings agent and explained that somebody was looking into this for me and said they would get back- they had no idea what we were speaking about and said they would call accounts. An hour and a half later we receive a call from head office based in Medway saying that they had forgotten to set up a standing order for the rent and would have to take a card payment from the tenant for the rent. This is delaying the payment to us by 7days! This is simply not good enough, we have outgoings dependant on this rent being paid so have had to use our overdraft (at a cost!) to cover the shortfall because of their incompetence.
Eventually we have told the tenant not to contact the letting agent at all and to contact us. Since doing this we have discovered that the tenant has had sight of emails between us and the letting agent which we feel grossly breaches our confidentiality! The tenant is just as irritated by how it has so far been managed, so we have started off our relationship on the wrong foot because of the incompetences of ward and partners.
To date we have not received a copy of the inventory for our property, and no apology for any of what we have had to contend with. We believe that the 10% commission plusVAT at £130 a month is not worth it. They are doing absolutely nothing to earn that money.
Do not use ward and partners, use an agency who actually cares about their customers.
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Latest Reviews
5th Jul 2018
reviewed by 'Dave'
14th May 2014
reviewed by 'Stacey'
16th Dec 2013
reviewed by 'helen'
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 67% | 100% | £320,000 | £370,000 |
| Lettings | 0% | 0% | £0 | £0 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 19 | 1 | 12 | 0 | 10 | 0 | 5 | 1 | 1 | 2 |
Areas covered
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Mar 30,2021
Mar 30,2021
1
people found
this helpful
this helpful
Obviously excellent teamwork here with a friendly though business
like approach. We were impressed with the number of suitable viewers.
Special mention to Julia, Tom, Becky and Charlotte. Thank you....
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Jul 05,2018
Jul 05,2018
3
people found
this helpful
this helpful
I have 2 experiences from dealing with Wards.
The first was they came to do the sales pitch to sell my house. This was the typical hard sale, glossy photos, charts etc on how they are the best etc etc. However, they would not give me ...
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Comment on agent fees
I don't know, as they would not give me a straight answer.
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Oct 23,2017
Oct 23,2017
0
people found
this helpful
this helpful
Excellent Team Support!
I would highly rate the excellent service that Ward and Partners Ashford Branch team have provided to sell my house. They even found a buyer without the property going on the market!
Sincere thanks and best wishes
Dr Perminder Dhanjal...
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Comment on agent fees
Excellent
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May 14,2014
May 14,2014
0
people found
this helpful
this helpful
I couldn't fault either agent. Communication was excellent I always knew what was happening. They we're both Always so polite and friendly.
Amazing service...
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Dec 16,2013
Dec 16,2013
1
people found
this helpful
this helpful
From first contact until collecting the keys I received a consistently first class service. Genuine care and attention to detail to ensure the whole thing went quickly and smoothly. I really appreciated their amazing customer service in my stressful situation. I cannot recommend highly enough....
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Dec 16,2013
Dec 16,2013
0
people found
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we were very impressed that positive interest was made within the first few weeks of marketing, and when that fell through another party was introduced that same day. Ashley was always helpful and ready to accept calls. the office is clean and modern and the ...
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Dec 09,2013
Dec 09,2013
1
people found
this helpful
this helpful
This is the first time I have had dealings with Ward and Partners and I was very impressed with Mattew Pattenden's professionalism. He had someone in mind who he knew would be interested in the property and he was right, so within a day my ...
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Dec 09, 2013
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Dear David, Thank you for your review. Me and the team are trying (and hopefully achieving) to deliver a service to our customers that is second to none and that cannot be matched by any other letting agent. Thank you once again and thank you for your custom. Kind Regards Matthew Pattenden MARLA - Lettings Manager ...
Nov 29,2013
Nov 29,2013
2
people found
this helpful
this helpful
We registered with all agents in Ashford when we were looking for a property. Wards were only one of two agents in the town which kept in constant contact through phone, text and email. Katherine was always professional and courteous. Always making you feel like ...
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Nov 27,2013
Nov 27,2013
0
people found
this helpful
this helpful
Many thanks to the whole team at the Gillingham Wards letting branch for the excellent service they have provided to me over the years that I have been letting property.
I would like to say special thank you to Laura Cale who I have mainly ...
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Nov 11,2013
Nov 11,2013
3
people found
this helpful
this helpful
All of the staff at Ward & Partners were very helpful, professional and of great assistance with the purchase of our new home and as i am a property developer know how difficult some agents can be but i truly endorse my comments and dealings with ...
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Nov 10,2013
Nov 10,2013
3
people found
this helpful
this helpful
Matthew has been a fantastic help with the management of our rented property. Having never rented a property before I have had lots of questions and concerns, and Matthew has taken the time to speak to me over the phone or come out to the ...
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Nov 11, 2013
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(1)
Dear Jess, Thank you for talking the time to place a review. I'm delighted to read your comments regarding myself and my team. Thank you for your custom and If we can be of any help feel free to contact me.
Kind Regards
Matthew Pattenden MARLA - Lettings Manager ...
Nov 07,2013
Nov 07,2013
3
people found
this helpful
this helpful
I recently visited Wards in Ashford Kent as I am currently renting and myself, partner and baby wwere hoping to buy our own property. I mainly dealt with Julia who was beyond helpful but every other member of staff I dealt with was also excellent. ...
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Nov 12, 2013
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(1)
Thank you for your kind feedback Alex. We are working very hard to put clear water between us and our competitors and I hope I can help you in the future when the time is right. Any personal recommendations are much appreciated. ...
Nov 05,2013
Nov 05,2013
3
people found
this helpful
this helpful
Everyone I dealt with were clear, efficient, polite and understood exactly the kind of tenant I was looking for. It took all the stress out of finding the 'right tenant' and all in all was a job well done. I would definitely use them again ...
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Nov 06, 2013
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(1)
Hello Rowena,
Thank you for your review.
I wish you all the best with your new tenant, and if there is anything we can do please feel free to contact us.
Kind Regards
Matthew Pattenden MARLA
Lettings Manager ...
Oct 29,2013
Oct 29,2013
2
people found
this helpful
this helpful
Alex went out of his way to help. Even got himself or Matt to show me the property on their day off. They were very helpful and I would recommend them completely...
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Nov 06, 2013
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Dear Michelle, Thank you for your review and custom. If me or Alex can assist in the future, please feel free to contact us. Thank you again and Kind Regards Matthew Pattenden MARLA - Lettings Manager ...
Oct 29,2013
Oct 29,2013
2
people found
this helpful
this helpful
I have had a really good experience with Ward. Alex in particular goes above and beyond the call of duty! He responds to any concerns very promptly and always sorts them out. Alex is both highly professional and very friendly. Thanks!...
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Nov 06, 2013
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Dear Sharon P, Thank you for your review. I'm delighted to hear such comments regarding Alex. Thank you for your continued custom. Kind Regards Matthew Pattenden MARLA - Lettings Manager ...
Oct 27,2013
Oct 27,2013
2
people found
this helpful
this helpful
This was the first time I used Ward & Partners to rent out my flat and I have to say I was very impressed. From the first phone call to enquire about the letting services they offer to the day my tenant moved in the team ...
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Oct 25,2013
Oct 25,2013
2
people found
this helpful
this helpful
My wife and I have found the service from Wards to be excellent. In particular Alex has always been attentive and helpful. He certainly does get things done and I now just go to him with any problems. There is no doubt in my mind ...
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Oct 23,2013
Oct 23,2013
2
people found
this helpful
this helpful
Alex was very helpful in finding my property. He showed me round at short notice and detailed all the works which were due to take place in the flat. Then he gave me time to think about it before a follow up call. There was ...
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Oct 22,2013
Oct 22,2013
2
people found
this helpful
this helpful
Alex was very professional,efficient and friendly. I was very impressed with his attitude and go helpful he was. He answered all our questions and helped us whenever he could. He was extremely reliable and was always on the ball. Many thanks to Alex who ...
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Oct 22,2013
Oct 22,2013
3
people found
this helpful
this helpful
Firstly I bought my property through Ward & Partners a couple of years ago for the purposes of renting it out. They were so helpful. They found me a tenant immediately. I have never had any problems with them. Any issues the tenants have had have ...
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Oct 22,2013
Oct 22,2013
2
people found
this helpful
this helpful
The boys where so helpfully in helping us find a new family home.they where open to help with any questions we had and went that extra mile to help us.they where friendly and welcoming but still very professional.will definitely use ward and ...
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Oct 22,2013
Oct 22,2013
2
people found
this helpful
this helpful
From the moment I saw the property to the minute I moved in the staff at Ward & Partners were excellent, particularly Alex. Alex showed me round the property took time to answer all the questions I threw at him. Alex & Matt helped me through the ...
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Oct 18,2013
Oct 18,2013
4
people found
this helpful
this helpful
Hi. I would like to say how over the moon I am with the professionalism and friendliness of your staff. Especially the aforementioned. Mathew was very professional and got my tenancy in place with ease. This is my first time renting a property but no ...
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Oct 18, 2013
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Hello Kerrie, Thank you for your review. I'm glad you're are pleased with the team. I have pleased with on to our line managers. Thank you again for your custom. Kind Regards Matthew Pattenden MARLA Lettings Manager ...
Oct 02,2013
Oct 02,2013
2
people found
this helpful
this helpful
Thank goodness for Julia ' although she acted completely for the seller as expected' she understood and helped me all the way through the buying process' and not once did she make me feel like I was being a pain ( I know I can be! :) ) ...
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Sep 27,2013
Sep 27,2013
3
people found
this helpful
this helpful
We'd been in the market for a few weks with no success - all apartments seemingly missing that little touch or detail. Alex initially showed us one apartment, then immediately gained short-notice access to a second one in the same night and then, having had ...
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Sep 28, 2013
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(1)
Hello Stuart & Magda, Thank you for your review. It is always pleasing to hear when one of the team exceed a customers expectations. We hope you enjoy your new home.
Kind Regards
Matthew Pattenden MARLA
Lettings Manager ...
Sep 20,2013
Sep 20,2013
4
people found
this helpful
this helpful
Professional marketing and decent photos made a big difference compared to other agents. Whereas some agents merely describe the property and then add terrible photos, Wards marketing material explained why you might actually want to buy the property. Using a proper photographer also made all ...
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Sep 20, 2013
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Mark.
Thank you for taking the time to comment on the service you received from our Ashford office. It is always extremely pleasing to hear great feedback from clients, particularly with reference to our professional and courteous approach. I sincerely hope we can be of service to you in the future.
Kind regards Garen Taylor, Group Partner ...
Sep 13,2013
Sep 13,2013
5
people found
this helpful
this helpful
As Estate Agents go these are the best I have used in the last 25 years. They do what they say they are going to do.
They are totally professional. They don't get the times of viewings wrong, they send people to your home who really ...
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Sep 20, 2013
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Emma.
Thank you very much for your comments about the service you received from the Ashford office. I am pleased we delivered what was promised and will be passing on your kind words to the team.
Kind regards. Garen Taylor, Group Partner ...
Sep 13,2013
Sep 13,2013
4
people found
this helpful
this helpful
We decided to use Ward and Partners because their market estimation of our property seemed to reflect an honest and accurate price that would attract prospective buyers. The marketing strategy used a number of well known websites such as Right Move and Zoopla to maximise ...
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Sep 20, 2013
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(1)
Julieanne.
Thank you for your kind words about the service received from our Ashford office. I will certainly pass your comments on to the team and Ingrid who, i'm sure, will be very pleased. Good luck in your new home.
Kind regards Garen Taylor, Group Partner ...
Sep 04,2013
Sep 04,2013
1
people found
this helpful
this helpful
Our overall experience with Wards is best described as satisfactory. Although the staff are very friendly getting hold of anyone to update us or answer our questions was problematic. On a few occasions we left a message for the office manager to call us but ...
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What agent could do to change your mind?
returned our calls or at least passed the message on to the intended partyAttached Filesnbsp;
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Sep 20, 2013
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(1)
Mr and Mrs Field
I am sorry to hear of the issues you had when dealing with our Ashford office. The team will be disappointed that the service levels did not meet your expectations. If you would like to provide more detail to me my email address is [email protected]. I wish the best of luck with your move.
Kind regards Garen Taylor, Group Partner ...
Aug 28,2013
Aug 28,2013
3
people found
this helpful
this helpful
Was very wary of estate agents as I have had several previous agents promising the world, but not delivering. I chose Wards as a last resort. I wish I had gone with them in the first place, as they were honest about the pricing of ...
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Sep 06, 2013
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Debbie. Thank you for your comments regarding the excellent service you received from our Ashford office. It is always pleasing to recieve acknowledgement for a job well done. I will certainly be passing on your thoughts to the the team and hope that we can do business with you again in the future. Kind regards. Garen Taylor, Group Partner ...
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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.
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