95% sales valuation accuracy
97% sales fee satisfaction
Sep 11,2020
Sep 11,2020
1
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I am absolutely disgusted and horrified by George a staff member at the Mickleover branch. We recently put a offer on a property in Mickleover and wanted to arrange another viewing before we went ahead however your staff especially George have been extremely difficult. Initially I spoke to Sarah and advised we would like to arrange a second viewing before we go ahead with the paper work. However she completely ignored my request and left a voicemail telling us to come in to complete the paperwork and they will arrange a viewing. So I called back and spoke to George and told him we wanted to arrange a second viewing before we went ahead with the paper work and he said he will look into it. Eventually he called back and said the owner is only willing to arrange a second viewing once the paperwork is complete which made no sense whatsoever and was just absurd. So I went to speak to the owners myself and advised them off what George was saying they said. The owners declined saying anything like that and hence confirmed George was LYING! I was completely outraged. I thought Hannells were a professional company however your staff are completely unprofessional and have terrible customer service.
I want this logged as a formal complaint and do not want any further dealings with Sara or George. I am extremely close to retracting my offer due to the poor customer service and unprofessionalism of Hannells staff and have advised the owner of this too. I will also be logging my complaints on your review sites.
Can you tell me what your complaints procedure is and I will also discuss this with the ombudsman to see if I can take this complaint forward with them
I want this logged as a formal complaint and do not want any further dealings with Sara or George. I am extremely close to retracting my offer due to the poor customer service and unprofessionalism of Hannells staff and have advised the owner of this too. I will also be logging my complaints on your review sites.
Can you tell me what your complaints procedure is and I will also discuss this with the ombudsman to see if I can take this complaint forward with them
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Oct 02, 2020
Hi "Singh",Thank you for taking the time to leave a review of your experience with Hannells.
As per our email to you in relation to this matter, we have investigated and sent a response to your complaint.
As per the email, we'd like to reiterate that at no point did any member of the Hannells team lie to you.
We had been dealing with the owner's Son as the owner herself had been shielding due to COVID-19 at another property.
The owner's Son did indeed advise us that he would like us to obtain the required paperwork (financial qualification) before arranging the second viewing so as not to be arranging unnecessary viewings (again, COVID-19 related).
When you visited the property for yourself, you spoke directly to the owner, not the Son who had been our point of contact. As she was not fully aware of the situation, there was clearly a miscommunication which has led you to come to the conclusion above.
Whilst we're disappointed that you felt "disgusted" and "horrified" by how these events unfolded, we don't believe we have acted unethically or in a way that would justify these emotions. We were simply taking instructions from our client.
We hope that should you ever require our services in the future, it will be a much more positive experience and we look forward to having the opportunity to change your opinion.
We hope that you manage to find a property that suits your requirements and wish you all the best with your move.
Regards
Hannells
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Latest Reviews
7th Nov 2024
reviewed by 'Will'
7th Nov 2024
reviewed by 'Charlotte'
31st Oct 2024
reviewed by 'Mark Walmsley'
21st Oct 2024
reviewed by 'Siobhan'
19th Oct 2024
reviewed by 'Ronnie'
22nd Sep 2024
reviewed by 'Mark Spooner'
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 95% | 97% | £39,000 | £47,000,000 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 0 | 0 | 0 | 0 | 170 | 9 | 88 | 4 | 5 | 3 |
Areas covered
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- Block Management
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- Conveyancing
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Nov 07,2024
Nov 07,2024
14
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Great communication. Detailed knowledge of the property and any questions I had were all quickly answered....
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Nov 07, 2024
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Hi Will!
Thank you for your fantastic review of your moving experience with Eve, Gemma and the Mickleover team!
We’re so pleased to hear that you enjoyed the clear communication and found our team’s knowledge of the property helpful. Answering questions quickly and accurately is a key part of our service, so it’s great to know we met your expectations.
On behalf of everyone at Hannells, thank you for your positive feedback, and we look forward to assisting you again in the future ...
Nov 07,2024
Nov 07,2024
11
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this helpful
Excellent communication & support for selling and buying a property...
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Nov 08, 2024
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Hi Charlotte!
Thank you for taking the time to leave such positive feedback about your moving experience with Sam, Eve and the Mickleover team!
We’re so pleased to hear that you experienced excellent communication and support throughout both the selling and buying process. Providing a seamless and supportive experience is what we aim for, so it’s great to know we delivered on that for you!
On behalf of everyone at Hannells, thank you for us with the sale of your property, and we loo ...
Oct 31,2024
Oct 31,2024
7
people found
this helpful
this helpful
Sold and bought property with Hannells Mickleover.
The staff were amazing and extremely helpful - going above and beyond on everything.
Had bad experience with another estate agent in the past but Hannells really do excel
Thank you to the whole team - 100% recommend...
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Nov 04, 2024
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Hi Mark!
Thank you so much for your wonderful review of your moving experience with Sally, Olivia and the Mickleover team!
We’re thrilled to hear that you had such a positive experience selling and buying your property with our Mickleover team. It’s fantastic to know that our staff went above and beyond to assist you, especially after your previous experience with another agent. Your 100% recommendation means the world to us!
On behalf of everyone at Hannells, thank you for trusting ...
Oct 21,2024
Oct 21,2024
4
people found
this helpful
this helpful
I had a really good experience with Hannells from start to finish. Getting a valuation on my property was really quick, easy and all the costs and how they were going to market my home was made really clear and simple. During the viewing process ...
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Oct 21, 2024
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Hi Siobhan!
Wow! What an amazing review - thank you so much for taking the time to leave such comprehensive and positive feedback about your moving experience with Sam, Olivia and the Mickleover team.
We're really pleased to see that you felt the experience was really good, from start to finish, and not only did they do a great job of securing the best possible price - but Olivia also kept you well informed and up to date right up until handing the keys over. The team their pride themselve ...
Oct 19,2024
Oct 19,2024
4
people found
this helpful
this helpful
Sarah and Her team did an excellent job, they made the sales process simple and efficient. The team gave regular and comprehensive updates as well as above and beyond practical help with the house....
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Oct 21, 2024
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Hi Ronnie!
Thank you so much for such a positive feedback on your moving experience with Sarah, Gemma and the Mickleover team.
We're really pleased to see that you felt they made the process simple, efficient, gave regular updates and always went above and beyond. The team there pride themselves on their customer service so they'll be over the moon to see your comments.
On behalf of the whole team here, thank you for trusting Hannells with the sale of your property and we look forward ...
Sep 22,2024
Sep 22,2024
2
people found
this helpful
this helpful
Brilliant. Absolutely seamless transaction. Olivia kept us up to date every step of the way. We have two more properties to sell in the near future and will be using Hannells again, without hesitation....
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Sep 23, 2024
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Hi Mark!
Thank you for such a brilliant review of your moving experience with Eve, Olivia and the Mickleover team!
We're really pleased to see that your sale has been seamless and that you felt the overall service was brilliant. The team take great pride in their customer service and results so it'll make their day to see your comments.
On behalf of the whole team here, thank you for trusting Hannells with the sale of your property and we look forward to being of equally good service to ...
Sep 22,2024
Sep 22,2024
2
people found
this helpful
this helpful
The valuation by Sam was realistic and the photos and write up for the property made it look attractive to prospective buyers. Because of this, our property sold within 8 weeks. Before and after sale, communication was excellent and we were kept updated every step of ...
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Sep 23, 2024
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Hi Sarah,
Thank you for taking the time to leave such as positive review of your moving experience with Sam, Eve and the Mickleover team.
We're really pleased to see that the team were able to find a buyer for you and that communication was excellent both before and after the sale was instructed. The team there pride themselves on their customer service so they'll be delighted to seed your comments.
On behalf of the whole team here, thank you for your recommendation and thank you for ...
Aug 29,2024
Aug 29,2024
0
people found
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this helpful
Amazing help and amazing customer service, couldn't recommend anymore. Lovely team....
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Aug 28,2024
Aug 28,2024
0
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Excellence service throughout the process, highly recommended them and I would definitely use them again...
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Aug 30, 2024
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Hi Manjit!
Thank you for taking the time to leave a 5-star review of your moving experience with Eve, Sam and the Mickleover team.
They aim to please and pride themselves on their customer service so they'll be delighted to see your comment - it really does make a difference to see feedback like this and your recommendation means a lot to us all!
On behalf of the whole team here, thank you for trusting Hannells with the sale of your property and we look forward to being of service to yo ...
Aug 23,2024
Aug 23,2024
0
people found
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Always available to help. Kept us informed the whole way through the process of our purchase. Great communication, very friendly.
An all round great experience....
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Aug 27, 2024
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Hi Rachael!
Thanks for taking the time to leave such positive feedback about your moving experience with Sarah and our Mickleover eam.
We're delighted that you felt they kept you up to date throughout the process and that the team there were friendly. The team there pride themselves on their communication and whilst being professional at all times, also being friendly - so they'll be delighted to see this mentioned in your comments.
On behalf of the whole team here at Hannells, we wish ...
Aug 15,2024
Aug 15,2024
1
people found
this helpful
this helpful
We are very much satisfied with your service as well as the cooperation of entire Mickleover branch. I will be recommending Hannells Mickleover branch to our family and friends who may be interested in buying and selling or letting out there property.
Wish all the ...
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Aug 14,2024
Aug 14,2024
0
people found
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this helpful
I cannot rate Hannells and, specifically, Sarah highly enough. From the first call to them to sell our property, they were uber professional, exceptionally helpful and absolutely nothing was too much trouble. She went above and beyond in every single way for us as the ...
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Aug 13,2024
Aug 13,2024
0
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Managing the sale process = 5 star. excellent throughout. The sale was handled sympathetically given the house was originally bought by our parents in 1955. thank you.
Managing the rental for two years = 4 star. Generally fine.
The weakness in the rental system was the quality of the four ...
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Jul 31,2024
Jul 31,2024
2
people found
this helpful
this helpful
We didn't list through Hannels, but the property we bought was through them and the service we have received has been amazing. Olivia has been on hand whenever we have needed her and has done a lot of chasing for us. We couldn't fault them ...
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Aug 06, 2024
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Hi Sally!
Thank you so much for taking the time to leave such a positive review of your moving experience with Olivia and the Mickleover team.
We're delighted that you were impressed with the service delivered by Olivia (who we also think is brilliant at what she does!) and she'll be really pleased to see your comments.
On behalf of the whole team here at Hannells, thanks again for your kind words and we wish you many happy memories in your new home! We look forward to being of service ...
Jul 24,2024
Jul 24,2024
1
people found
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this helpful
A great experience with Olivia. She was easy to reach and always helped with any queries over our purchase. She helped get the date agreed and even when it became difficult she kept at it!
Thank you....
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Jul 25, 2024
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Hi Dave!
Thank you for your kind words about your moving experience with Olivia and the Mickleover team! We're delighted to hear about your positive experience with Olivia. She takes pride in being accessible and helpful, especially during challenging times and she'll be really pleased to see your comments. We're glad she could assist you throughout your purchase.
On behalf of the whole team here at Hannells, we wish you many happy memories in your new home and look forward to being of se ...
Jul 23,2024
Jul 23,2024
1
people found
this helpful
this helpful
What a great service I brought a property oh Hannells. They where all very helpful work above n beyond with everything I ask or wanted always on the other end of the phone and calling me to see if everything ok and do I did ...
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Jul 24, 2024
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Hi Glyn!
Thank you so much for your kind words and for taking the time to share your moving experience with Sarah, Olivia and the Mickleover tram! We're thrilled to hear that you had such a positive experience purchasing your property through Hannells.
Our team, especially Sara, is dedicated to providing exceptional service and they'll be delighted to know that their efforts made the process smooth and easy for you.
On behalf of the whole team here at Hannells, thanks again for your co ...
Jun 05,2024
Jun 05,2024
0
people found
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An absolute pleasure to deal with from start to finish. Great service and all the staff are super helpful. I would not hesitate in recommending Hannells to anyone....
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May 21,2024
May 21,2024
2
people found
this helpful
this helpful
Excellent service and communication throughout the sale of my house!...
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May 22, 2024
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Hi Oliver!
Thank you for your wonderful feedback and for taking the time to rate your moving experience with our Mickleover team with a full 5 out of 5!
We're delighted to hear that you had an excellent experience with our service and communication during the sale of your house - something that the whole team there really pride themselves on and they'll be delighted with your comments.
On behalf of everyone here at Hannells, thank you for trusting us with the sale of your property and ...
May 14,2024
May 14,2024
0
people found
this helpful
this helpful
Amazing! been nothing but straight forward so far! Sarah has been super helpful and patient when we were getting thing in. She has also acted super fast so we could secure the deal and have the property taken off the market!
Sally who showed us ...
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May 13,2024
May 13,2024
0
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We have had a great experience with Hannells Mickleover so far. In particular Gemma and Sally have been lovely to deal with....
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May 08,2024
May 08,2024
0
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Hannells were fantastic from start to finish. We bought a property through them and between the viewings, after sales and brilliant mortgage advice from Dominic we couldn't be happier....
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Apr 25,2024
Apr 25,2024
0
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this helpful
Gemma T was really helpful in helping to secure the purchase of a property, really good communication and friendly service....
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Apr 23,2024
Apr 23,2024
0
people found
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Sales team were responsive to the challenges in selling an older and empty house. This included a roof problem, losing the fencing due to storm damage and a bathroom leak damaging the kitchen ceiling.
At each stage they diligently explained to prospective purchasers that the ...
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Apr 10,2024
Apr 10,2024
1
people found
this helpful
this helpful
Very helpful team on a quite challenging sale. Got the property sold twice and was persistent throughout....
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Mar 31,2024
Mar 31,2024
0
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From our initial evaluation meeting with Sam right through to handing over the keys after completion, the Mickleover Sales Team have been brilliant throughout our house sale process.
Always helpful and friendly, offering advice to ensure we marketed our property correctly and attracted the right ...
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Feb 25,2024
Feb 25,2024
0
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All the staff at Hannells mickleover were great. From Sam coming to value the property and getting it live on the market asap , Gemma for her updates via email and phone calls arranging viewings of which we had 6 booked in the first week To Eve ...
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Feb 05,2024
Feb 05,2024
0
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I didn't expect Hannels to sell my house leading up to Christmas 2023 but Hannels managed it!
The house was put up for sale at the beginning of October 2023 by the end of October 2023 it was sold! Amazing service throughout the selling process....
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Feb 02,2024
Feb 02,2024
0
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Exceptional service from the start to finish and I would highly recommend Hannells Estate Agents. The staff are professional and competent in everything they do. I would use there services again. Thank you for making my sales experience a success....
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Feb 02,2024
Feb 02,2024
0
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I'm so glad that I chose Hannells to sell my property. The staff at the Mickleover Branch are a great team - efficient, professional, friendly and fantastic communicators. I felt very well looked after and can't thank them enough....
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Feb 02,2024
Feb 02,2024
0
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Everyone at Hannells Mickleover have been fantastic during the sale of my Mum and Dad's home. Right from when Sam came to value it and was so supportive and understanding, through to the sale, all the staff have been great. Special thanks to Gemma, she ...
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Eve Holmes
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Sarah Keeling
(73)
Sam Harrison
(56)
Sally
(39)
Gemma
Olivia
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Complaints Procedure
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Last updated at 12:40 PM 02/10/2024 by allAgents
Best Estate Agent in DE3 
Yes I queried this with the owner after our initial communication. As a result of this myself and the owner exchanged contact details and arranged the second viewing ourselves. At the viewing I also queried this with the owners son in person. They both declined saying anything about not arranging a second viewing before the paperwork was complete.
I hope you can understand this situation from my point of view. My trust in your company has completely deteriorated. Hence I have referred the complaint to the TPOS to investigate.