White and Hayward
New Malden, KT3
4.8/5, 25 reviews
96% recommended
100% sales valuation accuracy
100% sales fee satisfaction
100% lettings valuation accuracy
99% lettings fee satisfaction

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“Cheated, Lied to and felt discriminated against...”

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Apr 24,2019
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karen
By: 'Mimi'
Apr 24,2019
0 people found
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Initially, I was moved to tears at the ladies kind words, and we actually thought she was going to give us a chance and do things right. But not only was this not the case, we feel that we have actually been lied to.

Having been told that she was OK for her property, (yes, her property she is renting through her estate agency) and having given all the details she asked for, albeit a tiny bit later than intended due to a couple of issue I was asked for that I had to wait for and ending up in hospital, we had an email from her saying she was giving it to a couple with no pets. She told my friend who called up that she was worried "I had something to hide" which is not only untrue and also highly insulting. She also said that my fiance had not sent him his bank details and said she asked for them which she didn't. She asked HIM for payslips, which he sent her and ME for bank statements, which I sent her.

She can't be a very honest person and I am actually pleased to have nothing to do with her now. We had a narrow escape.


May I also point out that the property is still available to rent so her reason was clearly personal.

Very hurt by the lies and I personally thing going with a reputable company. When two people have done EVERYTHING they have been asked to, been honest all along and get treated like that it's enough to make people lose faith in humanity.
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By: Karen Lucas
Apr 26, 2019
Mimi
We are very sorry that you feel let down by White and Hayward in relation to a property that you were interested in. We appreciate that the moving process can be stressful and have noted your comments.

We never promised the property to you and explained initially that referencing procedures have to be undertaken before placing a prospective tenant and these are explained both at the property viewing and at the time of the tenant expressing an interest in the property. White and Hayward never take a holding deposit, until such time as all the necessary information has been received and in view of the length of time it took for you to provide your full financial information, we were unable to proceed.

I can see from your other reviews on Google that you have had previous problems with Estate Agents and a Loan company, however we shall review our procedures and do our very best to improve our customer service in the future.

Wishing you every success with your search for a property.

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Latest Reviews

View all Reviews 25
30th May 2023
reviewed by 'JW'
“Unlike most high-street agents, Karen from White & Hayward is a landlord herself and it really shows in the excellent service ......”
11th Aug 2019
reviewed by 'Louise'
“I have recently rented a property through White and Hayward. Having been with 2 large rental agents for the last 14 years, ......”
10th May 2019
reviewed by 'Lynda'
“We rented a property through white and Hayward and found the whole process very easy and Karen was extremely helpful ......”
24th Apr 2019
reviewed by 'Mimi'
“Initially, I was moved to tears at the ladies kind words, and we actually thought she was going to give ......”
9th Mar 2018
reviewed by 'Simona'
“Excellent service. I strongly recommend their service. they are efficient, very well organised, and professional. very experienced and knowlegeable in ......”
17th Oct 2017
reviewed by 'Paul'
“We were delighted with the service and attention to detail which we received from both Karen and her colleagues. Our ......”
Opening Hours
  • Monday: 09:00 - 17:30
  • Tuesday: 09:00 - 17:30
  • Wednesday: 09:00 - 17:30
  • Thursday: 09:00 - 17:30
  • Friday: 09:00 - 17:30
  • Saturday: 09:00 - 15:00
  • Sunday: Closed
Address

White and Hayward
93 Thetford Road
New Malden
Surrey
KT3 5DS
02089429575

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Performance statistics
Services Valuation Accuracy Fees Satisfaction Min Price of property reviewed Max Price of property reviewed
Sales 100% 100% £440,000 £510,000
Lettings 100% 99% £1,400 £1,425
Review statistics
From Landlords From Tenants From Vendors From Buyers Other
5 0 6 1 10 0 3 0 0 0
Areas covered
  • KT1
  • KT6
  • KT19
  • KT2
  • KT7
  • SW19
  • KT3
  • SW20
  • KT4
  • KT5
Services offered
  • Sales
    •
  • Lettings
    •
  • Block Management
  • Surveys
  • Conveyancing
  • Mortgage Advice
  • Home Builder
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“Simply the best...”

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May 30,2023
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karen
By: 'JW'
May 30,2023
0 people found
this helpful
Unlike most high-street agents, Karen from White & Hayward is a landlord herself and it really shows in the excellent service that she has delivered over the last 8 years of managing and then selling my rental property. Unfortunately for me, I have another rental property in ...
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By: Karen Lucas
May 31, 2023
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Thank you so much for your review of our Sales and Letting Service which is greatly appreciated. It has been a pleasure working with you. ...

“I have recently rented a property through Whi......”

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Aug 11,2019
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karen
By: 'Louise'
Aug 11,2019
0 people found
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I have recently rented a property through White and Hayward. Having been with 2 large rental agents for the last 14 years, it is refreshing to use a smaller firm. From the first point of contact to picking up the keys went incredibly smooth and I even ...
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By: Karen Lucas
Aug 12, 2019
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Thank you so much for your lovely feedback about our service. We hope you are enjoying living in your new home. ...

“Great Service...”

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May 10,2019
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karen
By: 'Lynda'
May 10,2019
0 people found
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We rented a property through white and Hayward and found the whole process very easy and Karen was extremely helpful with our move. We are very pleased that we found a property through this company as they went above and beyond. Excellent service....
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Comment on agent fees
Very reasonable
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“Cheated, Lied to and felt discriminated against...”

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Apr 24,2019
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karen
By: 'Mimi'
Apr 24,2019
0 people found
this helpful
Initially, I was moved to tears at the ladies kind words, and we actually thought she was going to give us a chance and do things right. But not only was this not the case, we feel that we have actually been lied to. Having ...
read full review
Comment on agent fees
N/A
Feature review Comments (1) Report abuse Print review
Was this helpful? Yes
By: Karen Lucas
Apr 26, 2019
View all comments (1)
Mimi We are very sorry that you feel let down by White and Hayward in relation to a property that you were interested in. We appreciate that the moving process can be stressful and have noted your comments. We never promised the property to you and explained initially that referencing procedures have to be undertaken before placing a prospective tenant and these are explained both at the property viewing and at the time of the tenant expressing an interest in the property. White and Hayward ...

“Excellent service. I strongly recommend their service. they are efficient, ......”

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Mar 09,2018
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karen
By: 'Simona'
Mar 09,2018
0 people found
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Excellent service. I strongly recommend their service. they are efficient, very well organised, and professional. very experienced and knowlegeable in their field....
read full review
Comment on agent fees
no problem wth their fees either, very reasonable.
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“We were delighted with the service and attention to detail ......”

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Oct 17,2017
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karen
By: 'Paul'
Oct 17,2017
0 people found
this helpful
We were delighted with the service and attention to detail which we received from both Karen and her colleagues. Our sale was far from straightforward but we had support at every stage, particularly when we suffered setbacks. Karen remained positive throughout and was very accessible....
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Comment on agent fees
Very reasonable
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“We rented a flat in Wimbledon through White & Hayward. Karen ......”

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Jul 24,2017
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karen
By: 'Ferhat'
Jul 24,2017
0 people found
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We rented a flat in Wimbledon through White & Hayward. Karen was our agent during our stay in the flat for more than 2 years. She was always professional, kind and very responsive. She was helpful, organised and very honest with viewing, offer, new contract signing, contract ...
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Comment on agent fees
Reasonable prices
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“Excellent service from Karen and Jean. Very professional, completely straightforward ......”

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Sep 12,2016
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karen
By: 'Debbie'
Sep 12,2016
0 people found
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Excellent service from Karen and Jean. Very professional, completely straightforward and a joy to deal with. Would definitely use again and would recommend to anyone who is selling a property....
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Comment on agent fees
Excellent
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By: Karen Lucas
Sep 12, 2016
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Thank you Debbie, it was a pleasure working with you. ...

“Karen Lucas was the agent for the house that I ......”

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Jan 21,2016
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karen
By: 'OMS'
Jan 21,2016
0 people found
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Karen Lucas was the agent for the house that I was purchasing. She kept me informed and kept me up to date on all aspects of not only my purchase but on the sale of my house too. The agents selling my house were, basically, ...
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Comment on agent fees
Karen Lucas told me what fees she charges and they were .3% lower than my agents fees. I wish I had known about her company before.
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“I enlisted the services of Karen to help me sell ......”

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Nov 26,2015
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karen
By: 'Sally-Anne'
Nov 26,2015
0 people found
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I enlisted the services of Karen to help me sell my mother's property for me. Although I had my doubts about Karen's valuation (too high) at the beginning, she gave me confidence to try it and I ended up with a figure only just below ...
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Comment on agent fees
Very reasonable
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“I bought my property in New Malden in 2007 and Karen ......”

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Aug 05,2015
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karen
By: 'Trefor'
Aug 05,2015
0 people found
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I bought my property in New Malden in 2007 and Karen was the agent. I was so impressed with the personal service and level of communication that in 2011 I decided to use White and Hayward as property managers when I was posted to Australia. They carefully ...
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“We sold my mother's house through White and Hayward following ......”

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Apr 20,2015
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karen
By: 'Janet'
Apr 20,2015
0 people found
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We sold my mother's house through White and Hayward following a bad experience with another agent. The service we received from Karen Lucas was exemplary in every respect and we so wished had used them from the start! Karen was extremely helpful, professional but friendly ...
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Comment on agent fees
More reasonable than most.
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“I am pleased to say that it was a pleasant ......”

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Sep 11,2014
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By: 'Kashif'
Sep 11,2014
0 people found
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I am pleased to say that it was a pleasant experience to deal with White & Hayward. I must say I would give them 10 out of 10 for their service and professionalism. I have dealt with them as a tenant and as home buyer, and can say ...
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“They were my letting agents for 9+ years. Never had any ......”

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May 12,2014
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karen
By: 'Neill'
May 12,2014
0 people found
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They were my letting agents for 9+ years. Never had any issues with money received, tenants, repairs, anything. Karen always new someone who could fix the problem. In years the place was only empty for 2 weeks! Service was always great and prompt. Thoroughly recommended....
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“I would like to compliment the staff of white and ......”

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Apr 14,2014
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karen
By: 'Shirin'
Apr 14,2014
0 people found
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I would like to compliment the staff of white and hayward estate agents in new malden.the warm and very professional service we received . I would like to many Thanks , for Ms Karen Lucas, shed been really helpful ....
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“We chose our local estate agent White and Hayward New ......”

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Dec 11,2013
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karen
By: 'Mrs'
Dec 11,2013
0 people found
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We chose our local estate agent White and Hayward New Malden on recommendation from friends. What a good job we did. On first impressions the staff were friendly efficient and very professional. Throughout the sale of our property we had lots of questions and queries ...
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“My Partner and I were tenants for one and a ......”

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Sep 14,2013
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By: 'Steve'
Sep 14,2013
0 people found
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My Partner and I were tenants for one and a half years and we think the service we recieved from White and Hayward was excellant. If we had any problems with anything in the property they arranged for somebody to come and repair it straight ...
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“I would like to compliment the staff of white and ......”

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Apr 22,2013
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By: 'david'
Apr 22,2013
0 people found
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I would like to compliment the staff of white and hayward estate agents in new malden.the warm and very professional service we received when buying our house was second to non. She gave very sound realistic advice through out the whole process.Karen really ...
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“We sold our property through White and Hayward and had ......”

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Sep 27,2012
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By: 'Sue'
Sep 27,2012
0 people found
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We sold our property through White and Hayward and had fantastic service from Karen Lucas. We felt she was realistic with the valuation, gave us alot of valid, helful and honest information and was very respectful of our home when it came to viewings. We ...
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“We put our house up for sale with Karen Lucas ......”

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Apr 04,2011
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By: 'Sally'
Apr 04,2011
1 people found
this helpful
We put our house up for sale with Karen Lucas after viewing a property through her - and never looked back! From start to finish her service has been of the highest standard. As mentioned in another review she has gone well beyond the call ...
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“I have recently purchased a house from Karen at White ......”

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Apr 12,2010
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By: 'Paola'
Apr 12,2010
0 people found
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I have recently purchased a house from Karen at White and Hayward. She has been extremly helpful from start to finish, well beyond her duty to me. She in fact advised me along the whole process of purchasing the house, far more helpful than my ...
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“Excellent service from start to finnish, will definatley use again....”

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Apr 09,2010
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By: 'Mels'
Apr 09,2010
0 people found
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Excellent service from start to finnish, will definatley use again....
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“White and Hayward was the best thing that could have ......”

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Mar 03,2010
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By: 'rufus'
Mar 03,2010
0 people found
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White and Hayward was the best thing that could have happened after the first agent I used had some police trouble. Karen the head of White and Hayward took all the hassle away from my mother and I and kept us informed all the time. ...
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“Excellent service for both I as the Landlord and the ......”

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Feb 23,2010
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By: 'Steve'
Feb 23,2010
0 people found
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Excellent service for both I as the Landlord and the new tenant. Kieran is a pleasure to deal with and is very customer focused. I was very pleased with the service and will definitely use them again....
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“With White and Hayward you clearly get the benefit of ......”

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Feb 04,2010
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By: 't65mcb'
Feb 04,2010
0 people found
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With White and Hayward you clearly get the benefit of working with a client focussed business. They fully understand that delivering an excellent service to both the tenent and landlord will ensure success for all involved. Having time and again experienced poor service from the ...
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Last updated at 20/05/2024, 1:23 PM by Karen Lucas Lucas
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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Last updated at 12:23 PM 20/05/2024 by Karen Lucas Lucas

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