94% sales valuation accuracy
97% sales fee satisfaction
97% lettings valuation accuracy
95% lettings fee satisfaction
“It is a really weird and awful experience for me. Hope there is someone treat this review seriously!!!...”
Jun 02,2020
Jun 02,2020
0
people found
this helpful
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It is a really weird and awful experience for me. Hope there is someone treat this review seriously!!! And Hope this can help for the future improve.
Problem 1.
My rental house contract was until 30, May 2020. However, my agency sent me an email that I should leave before 27, May 2020. I did not check my contract at that time and I thought it was right. So I needed to extend the 3 days more because my flight was 30, May. Therefore, I paid around 120 pounds. However, I found the contract was until 30 of May while I am tidying up my stuff (29, May 2020). So I emailed that worker who is in charge of my house (also the same as who sent me the email leave on the wrong date), and that guy said she cannot understand what we are talking about and did not reply well. I want to talk to her but I just came back to my country so it is hard to contact directly.
It is obvious that she did wrong. First of all, I thought there is any rule in the UK that I need to leave 3 days earlier than the contract. That's why I contact her really cautiously and just ask her first. However, she never admits her mistake and is still delaying this problem.
Problem 2
When I was leaving on 30, May 2020, my flight was early so I asked my friend to return my keys to the Agency. However, my friend put the key on the wrong agency(B agency) next building of the real agency(A agency). This totally my mistake and I already apologies for it. Also emailed her for this problem (30 May), but she replied that she cannot find the key there (15 p.m, 1 June ). Also, she was ignored my email for those two problems for a long time.
So I asked my friend to call the B agency to check it. Then the Weird thing was B agency worker said he already gave it to A agency.
Also, my friend called an agency and the other worker confirmed that they already had. This means only that the worker who is in charge of my house does not know what is happening in their office. Moreover, she sent me an email again, then she charged the key fee in my deposit (2 June). I called A agency through my friend and the other worker confirmed that they got the key.
Now, the worker who is in charge asked me for a copy of the contract and she will check it again and may refund it. And the problem of the key was already solved because other employees have already confirmed this.
Also, the issues that made me mad was the agent she was ignored my email many times until I asked my auntie to call her directly!! (because at the moment I'm not in the UK). moreover, she is really unkind to me and even to my auntie through the phone call!!!! Its hard feelings to me, I never be treated like this in the UK and this is the first time. This is a really bad experience!!! Fortunately, It seems everything is fine now but I am just afraid of happening again do anyone, especially who are from abroad.
Problem 1.
My rental house contract was until 30, May 2020. However, my agency sent me an email that I should leave before 27, May 2020. I did not check my contract at that time and I thought it was right. So I needed to extend the 3 days more because my flight was 30, May. Therefore, I paid around 120 pounds. However, I found the contract was until 30 of May while I am tidying up my stuff (29, May 2020). So I emailed that worker who is in charge of my house (also the same as who sent me the email leave on the wrong date), and that guy said she cannot understand what we are talking about and did not reply well. I want to talk to her but I just came back to my country so it is hard to contact directly.
It is obvious that she did wrong. First of all, I thought there is any rule in the UK that I need to leave 3 days earlier than the contract. That's why I contact her really cautiously and just ask her first. However, she never admits her mistake and is still delaying this problem.
Problem 2
When I was leaving on 30, May 2020, my flight was early so I asked my friend to return my keys to the Agency. However, my friend put the key on the wrong agency(B agency) next building of the real agency(A agency). This totally my mistake and I already apologies for it. Also emailed her for this problem (30 May), but she replied that she cannot find the key there (15 p.m, 1 June ). Also, she was ignored my email for those two problems for a long time.
So I asked my friend to call the B agency to check it. Then the Weird thing was B agency worker said he already gave it to A agency.
Also, my friend called an agency and the other worker confirmed that they already had. This means only that the worker who is in charge of my house does not know what is happening in their office. Moreover, she sent me an email again, then she charged the key fee in my deposit (2 June). I called A agency through my friend and the other worker confirmed that they got the key.
Now, the worker who is in charge asked me for a copy of the contract and she will check it again and may refund it. And the problem of the key was already solved because other employees have already confirmed this.
Also, the issues that made me mad was the agent she was ignored my email many times until I asked my auntie to call her directly!! (because at the moment I'm not in the UK). moreover, she is really unkind to me and even to my auntie through the phone call!!!! Its hard feelings to me, I never be treated like this in the UK and this is the first time. This is a really bad experience!!! Fortunately, It seems everything is fine now but I am just afraid of happening again do anyone, especially who are from abroad.
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Opening Hours
Address
Bernards Estate Agents
8 Clarendon Road
Southsea
Hampshire
PO5 2EE
02392 864974
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 94% | 97% | £90,000 | £1,300,000 |
| Lettings | 97% | 95% | £350 | £2,000 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 29 | 2 | 131 | 21 | 51 | 5 | 45 | 2 | 24 | 4 |
Areas covered
- PO4
- PO5
- PO1
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Sep 01,2024
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I had just finished uni when I came to Bernards Estate Agents to find my own place after my uni accommodations. Jack happily assisted me in finding my place. The first unit that I liked unfortunately was taken out of the market as the tenant ...
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Aug 22,2024
Aug 22,2024
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We have been letting our two properties out via Bernards for many years. The whole team are brilliant, supportive and helpful. Bernards have helped us by selecting the right tenants in the first place but, then offer a full property management service ensuring the properties ...
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Jul 05,2024
Jul 05,2024
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I used Bernards for letting and selling and would 100% recommend. What I appreciated most is the communication. They responded to my emails and missed calls promptly. This goes a long way for me and is sadly not industry standard. 10/10...
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Feb 02,2024
Feb 02,2024
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Completed purchase two days ago on a house. Expertly & professionally managed by the Bernard's team. Special thanks to Craig & Luke. Would use their service again whenever required - Mr Atkinson...
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Jan 24,2024
Jan 24,2024
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Jack was amazing in helping finding me and my partners first home together even though we had different requirements he made it work, nothing was too much and no question was too silly to ask, Jack the lad! Defiantly recommend him
Shout out to lucky ...
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Jan 07,2024
Jan 07,2024
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Excellent service and Professionalism.
Turnaround time and customer service engagement topnotch.
Jack (Southsea Lettings Negotiator) is simply amazing.
Kudos to the team! Keep it up....
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Dec 12,2023
Dec 12,2023
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I am in the process of buying a property being sold by Bernard's and Joe has always been so helpful even though he is not actually acting for me. Always updating me on what is happening and ensuring things are progressing smoothly, highly recommended...
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Dec 08,2023
Dec 08,2023
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Excellent service from start to finish.
I can’t thank Jack enough. He was so patient and polite, incredibly helpful and very professional. Definitely recommend...
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Dec 07,2023
Dec 07,2023
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The experience with Fi was great! I was formally taken through all the procedures for letting and required information was given aswell. Her response to question as regards the flat to be let was apt and she followed up diligently.
Thank you Fi...
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Dec 07,2023
Dec 07,2023
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Lovely personality, down to earth yet still professional so instantly makes you feel more comfortable through an exciting but stressful time....
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Dec 06,2023
Dec 06,2023
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Josh was friendly, efficient and helpful throughout our move. He found our rental and facilitated the process very well....
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Dec 06,2023
Dec 06,2023
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Very pleased with professional service, communication and tenancy set up from Lucky and Jack. In view of this, I’m looking forward to working with Bernard’s in the future management of the tenancy...
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Dec 04,2023
Dec 04,2023
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Beyond Lucky's expertise and professionalism, she answered all my questions with in-depth explanations, ensuring I fully understood what I was doing and why it was necessary.
Thank you again for everything....
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Dec 02,2023
Dec 02,2023
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Lucky has been great throughout the letting process. Easy to get in touch with and always happy to help....
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Nov 30,2023
Nov 30,2023
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Josh handled our renewal beautifully. He was communicative, fast in his responses and super helpful. Highly recommend....
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Nov 28,2023
Nov 28,2023
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Brilliant service from Jack and Lucky,Swift and precise with everything they did for us to get into our new property.The online assistant that helps with your referencing and all the required documents was an absolute breeze....
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Nov 22,2023
Nov 22,2023
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Helpful and facilitated our requests as much as possible. Kept us updated where necessary...
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Nov 17,2023
Nov 17,2023
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Excellent service from all the team. Would recommend to friends and family ....
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Nov 15,2023
Nov 15,2023
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Rachael was fantastic at helping us to find our ideal home. She has been great at communication between myself and my buyer and seller. When we were viewing houses, she was by far the most engaging estate agent that we saw, she was very very ...
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Nov 14,2023
Nov 14,2023
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We had listed our house with a different agent who promised lots but delivered little. Given the current market, we wanted an honest evaluation and realistic advice- all of which was provided by Craig and Joe at Bernards. Our house sold in a few weeks ...
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Nov 09,2023
Nov 09,2023
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Perfect service from Lucky and Jack. Visited my rental property promptly, arranged photograher promptly, arranged 7 viewings promptly. Everything handled professional with clean digital paperwork. Thank you...
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Nov 07,2023
Nov 07,2023
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Outstanding service.
We would like to express our gratitude to Joe Salvia, who since day 1 has shown an exceptional level of commitment and support to purchase a property. Clear and prompt communication has been instrumental to go through this usually lengthy process.
We wouldn't hesitate ...
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Nov 06,2023
Nov 06,2023
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I am very happy with the service provided by Joe Salvia from Bernards. The whole process from the initial offer making to the securing of the purchase of my first home was smooth and timely. My entire experience was a lot less stressful and troublesome ...
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Nov 06,2023
Nov 06,2023
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Having had a very bad experience with 2 other agents when selling our house earlier in 2023, we turned to Bernards to help us sell. We were extremely impressed with their honesty and commitment when looking to market the property and decided to give it one last ...
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Nov 03,2023
Nov 03,2023
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Extremely friendly staff. The agent that helped me, Jack, is one of the most polite and professional agents I had dealt with and an extremely helpful hand through the letting process. Would highly recommend...
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Nov 02,2023
Nov 02,2023
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Excellent service and communication, nothing was too much trouble. Thank you....
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Oct 31,2023
Oct 31,2023
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Joe dealt with my Flat sale well, and was proactive when my first buyer fell through.
Would recommend....
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Oct 31,2023
Oct 31,2023
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very attentive and efficient always on hand helpful and approachable...
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Oct 30,2023
Oct 30,2023
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Joe helped me sell and purchase a property this summer and was great throughout. Very helpful, friendly agent who kept me updated. Would highly recommend - thanks Joe!...
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Luke
Martin
(91)
Lucky
(52)
Matthew
(33)
Jack
Craig
Daniel Byrne
(18)
Fi
No fees information available
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
IN-HOUSE COMPLAINTS PROCEDURE
We are committed to providing a professional service to all our clients and customers. When something goes
wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible. We have eight weeks to
consider your complaint. If we have not resolved it within this time you may refer your complaint to The Property
Ombudsman.
What will happen next?
? We will send you a letter acknowledging receipt of you complaint within three working days of receiving
it, enclosing a copy of this procedure.
? We will then investigate your complaint. This will normally be dealt with by the office manager who will
review your file and speak to the member of staff who dealt with you. A formal written outcome of our
investigation will be sent to you within 15 working days of sending the acknowledgement letter.
? If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate
review to take place by a senior member of staff.
? We will write to you within 15 working days of receiving your request for a review, confirming our final
viewpoint on the matter.
If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:
The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
www.tpos.co.uk
Please note the following:
You will need to submit your complaint to The Property Ombudsman within six months of receiving our final
viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints
procedure, before being submitted for an independent review.
Last updated at 9:37 AM 22/11/2018 by Ashleigh Adams
We are committed to providing a professional service to all our clients and customers. When something goes
wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible. We have eight weeks to
consider your complaint. If we have not resolved it within this time you may refer your complaint to The Property
Ombudsman.
What will happen next?
? We will send you a letter acknowledging receipt of you complaint within three working days of receiving
it, enclosing a copy of this procedure.
? We will then investigate your complaint. This will normally be dealt with by the office manager who will
review your file and speak to the member of staff who dealt with you. A formal written outcome of our
investigation will be sent to you within 15 working days of sending the acknowledgement letter.
? If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate
review to take place by a senior member of staff.
? We will write to you within 15 working days of receiving your request for a review, confirming our final
viewpoint on the matter.
If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:
The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
www.tpos.co.uk
Please note the following:
You will need to submit your complaint to The Property Ombudsman within six months of receiving our final
viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints
procedure, before being submitted for an independent review.
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