54% sales valuation accuracy
100% sales fee satisfaction
88% lettings valuation accuracy
58% lettings fee satisfaction
Apr 13,2024
Apr 13,2024
1
people found
this helpful
this helpful
Avoid at all costs. They moved me into a flat with no working plumbing which they knew prior to the start date but neglected to tell me, they ignore emails and texts, their staff gaslight you, they turn up at your home unannounced sometimes letting themselves in and I don't think I've been treated this badly by a company ever.
Do yourself a favour and deal with landlords directly. This company is not worth the premium you and the landlord have to pay and they cause more issues than they solve.
Do yourself a favour and deal with landlords directly. This company is not worth the premium you and the landlord have to pay and they cause more issues than they solve.
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Latest Reviews
13th Apr 2024
reviewed by 'Adam'
9th Feb 2024
reviewed by 'Nigel'
30th Apr 2023
reviewed by 'Zara'
19th Dec 2022
reviewed by 'Jessica Jenner'
11th Nov 2022
reviewed by 'Tennant01'
8th Nov 2022
reviewed by 'Hannah'
Opening Hours
Address
Bricks&Mortar
140 New Bridge Street
Newcastle upon Tyne
Tyne And Wear
NE1 2SZ
0191 230 5577
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 54% | 100% | £0 | £0 |
| Lettings | 88% | 58% | £281 | £1,950 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 6 | 1 | 23 | 30 | 0 | 0 | 1 | 0 | 1 | 6 |
Areas covered
- Newcastle City Centre
- NE1
- Quayside
- NE2
- Jesmond
- NE3
- Sandyford
- NE4
- Heaton
- NE5
- Gosforth
- NE6
- Fenham
- NE7
- Tynemouth
- NE8
- Gateshead
- NE9
- Forest Hall
- NE10
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Latest Properties
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Apr 13,2024
Apr 13,2024
1
people found
this helpful
this helpful
Avoid at all costs. They moved me into a flat with no working plumbing which they knew prior to the start date but neglected to tell me, they ignore emails and texts, their staff gaslight you, they turn up at your home unannounced sometimes letting ...
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Feb 09,2024
Feb 09,2024
0
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A great company to deal with. Megan helped me through the whole letting process. Highly recommended....
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Apr 30,2023
Apr 30,2023
0
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Just been out with Lauren, just found the most amazing flat in Rothbury Terrace. Thank you so much for finding just what I was looking for....
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Dec 19,2022
Dec 19,2022
2
people found
this helpful
this helpful
If it was possible to give less than 1 star, I would.
Quite possibly the worst estate agent I have ever dealt with. Didn't respond to calls, sent workers round to the house without notice and the move out process was even worse. Having moved out ...
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Nov 11,2022
Nov 11,2022
1
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I live in one of the properties let by Bricks and Mortar and have had an awful experience. Since moving in in September there has been 4 house viewings, non of which I have been informed about. I have phoned up bricks and mortar after every ...
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Nov 08,2022
Nov 08,2022
1
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this helpful
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I am a student at one of these properties and since moving in In august there has been what seems like thousands of viewings from investors, are we a museum? I think not but this company seems to think we are. Another thing I lost ...
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Nov 05,2022
Nov 05,2022
1
people found
this helpful
this helpful
The property was let to students who arrived to black mouldy mattresses, appalling condition of the place. It HAD NOT been properly cleaned. Drawer broken, curtain rails hanging off the wall, fridge broken. I have so many photos to prove this. Fire door broken, hob ...
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Oct 24,2022
Oct 24,2022
0
people found
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The property was let out to students in a filthy state with damp and structural issues in July 2022. It's now nearly November 2022 and they have yet to make any real progress with the work outstanding. You get ignored and pushed from pillar to post with ...
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May 03,2021
May 03,2021
0
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Awful company- avoid at all costs! Use any other company you can, wasted my time, money and gave awful customer service....
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Jan 27,2021
Jan 27,2021
1
people found
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Absolutely abysmal. The fact that Bricks and Mortar have had to rename themselves due to such a bad reputation speaks volumes. House had no double glazing and heavily used mattresses when we moved in resulting in our house having to sleep on the couches for ...
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Jan 07,2021
Jan 07,2021
0
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Overwhelmed with property, ready for my date. All clean with modern utlities.
Great communication with all that helped get me started up....
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Dec 04,2020
Dec 04,2020
0
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Golden mouldies!
Tenants beware, B&M are good at showing you round sub-standard properties (without letting their current tenants know), but not so good at resolving tenant issues.
Bright side, if you'd like to experience the great outdoors from the comfort of your own home ...
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Dec 04,2020
Dec 04,2020
0
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Fire to Mould
Incredibly poor service- left a tenant with a fire dmaaged roof that leaked for 11 WEEKS, which lead to unsafe mould in their house. They then decided to paint over the mould to try and fix it! Great work guys, paint fixes everything! ...
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Dec 03,2020
Dec 03,2020
0
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Spending 3 months with leaks and damp in property that still haven't been fully repaired to any sort of livable and acceptable standard is just not good enough.
As well as turning up unannounced (not good!! what business are you running!?) they lie to tenants that ...
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Dec 03,2020
Dec 03,2020
0
people found
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Wow! An unmissable opportunity for mold fans. You know that bit in the Bob Hoskins Mario film where Dennis Hopper turns the king into fungus? Times that by over 9000. Your wildest mold fantasies will come true. Mood can be customised with a thin layer of ...
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Dec 03,2020
Dec 03,2020
0
people found
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This agent left tenants waiting for months for repairs to deal with black mould and damp, leaving tenants to bear the cost of attempting to keep their property dry, Agents visited the property unannounced, which is unacceptable, and still failed to address the problems. Really ...
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Nov 30,2020
Nov 30,2020
0
people found
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Tried to rinse us for recarpeting the flat even though we had proof that the carpets were absolutely disgusting when we moved in. Wouldn’t reply to our emails even when we had water coming through the walls. Once we contested the deposit they wouldn’...
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Nov 02,2020
Nov 02,2020
2
people found
this helpful
this helpful
I was interested to book a couple of houses with them that they first said they are available, we did the viewing and then they bailed me 3 times with the excuse that the houses are not available within less than an hour. Really terrible experience ...
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Nov 02,2020
Nov 02,2020
1
people found
this helpful
this helpful
For anyone looking to rent through Bricks and Mortar Group in Newcastle, stay clear! We've been in our house for about 5 months and we have had nothing but issues with them over lack of communication.
The landlord decided to sell the house just a few ...
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Jun 02,2020
Jun 02,2020
1
people found
this helpful
this helpful
Need some serious lessons in customer service. Don’t return phone calls, rental agreements in correct after 3 attempts. Chased and advised would lose tenancy if didn’t sign today but they got the date wrong (no surprise).
No controls in place and would be very ...
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Mar 09,2020
Mar 09,2020
2
people found
this helpful
this helpful
I rented a two bedroom flat with them and had bad experience with this estate agent. First after they charged me the full agency fees of the whole flat, they tried to charge my flatmate again when she signed her contract. And then when the ...
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Oct 08,2018
Oct 08,2018
3
people found
this helpful
this helpful
Avoide like the plague, do not allow your precious son or daughter rent a property from this agency. They are totally unprofessional and are the type of agency who allow unscrupulous landlords get away with providing sub standard accommodation and taking advantage of young people ...
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Comment on agent fees
The agents fees are over the top and they even charge you again if you decide to stay in the property for a further year.
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Jul 02,2018
Jul 02,2018
2
people found
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Though the staff that work at the office were friendly and helpful whilst showing us around houses etc, I was massively let-down by our attempts to get certain things fixed during our tenancy and also by the leaving procedures. We got fined for 'repair costs' ...
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Comment on agent fees
The general fees were fine (moving in etc), the problematic fees were upon moving out.
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Jul 12, 2018
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(1)
Dear Gilly,
We're disappointed to hear that you do not feel you have been provided with good customer service during your stay. We take pride at our company in ensuring that customer requests and queries are dealt with promptly and therefore we will investigate your comments thoroughly. Without knowing however which property you resided in to confirm it was managed by our firm, we cannot carry this out and we have no record of your details based on your review of you being a tenant. Could yo ...
Nov 22,2017
Nov 22,2017
0
people found
this helpful
this helpful
Alex was an extremely helpful and tentative agent. He was patient with us and was able to organise viewings that suited the timetables of all 5 of us. He was extremely competent being able to answer all queries we had, and finding a flat that was ...
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Comment on agent fees
Good
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Nov 21,2017
Nov 21,2017
0
people found
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Very helpful, worked hard around the clock and helped us find our perfect home. Definitely went above and beyond! Thanks Lauren...
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Comment on agent fees
Good
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Nov 13,2017
Nov 13,2017
0
people found
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The best agency in the world and Emily is my fave, the hard work they put in is so nice to see and it really warms my heart, also Stuart is the bestest...
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Comment on agent fees
Good
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Nov 13,2017
Nov 13,2017
0
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Let'slivehere, brilliant agency really helpful finding the best and cheapest places to live, no stress involved allowing us to get it done quickly and easily...
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Nov 13,2017
Nov 13,2017
0
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Emily is best agent in the world ever in history of agents of the world, Stuart is nice and pretty...
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Comment on agent fees
Good
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Nov 13,2017
Nov 13,2017
0
people found
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Letslivehere helped me and all of my friends to be able to find a property we all liked as well as show us around other options that would fit the same style. Really amazing company....
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Sep 01,2017
Sep 01,2017
2
people found
this helpful
this helpful
If this review website would allow me to give 0 star then I would. I paid almost £300 for admin fee which is ridiculous for the terrible service that I received. From the very beginning I noticed the communication between me and the agent after they ate ...
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Comment on agent fees
BAD
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Oct 05, 2017
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(1)
Dear Miss Telfort,
Further to your review dated the 1st of September 2017 regarding your tenancy, whilst I am disappointed to hear that you feel let down by the service provided by our team, I have outlined below our response to your points regarding the sign up process for your property.
Firstly, you mention that you were chasing the agent for information. Unfortunately, all of the information for adding yourselves to referencing was not provided in full. As such. The agent in question h ...
Emily
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Tenant Fees
Holding Deposit (per tenancy)
A refundable* holding deposit equivalent to one weeks rent is payable upon your offer being accepted.
*T&Cs apply- see our website for a full breakdown
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
Customer Complaints Handling Procedure
As a firm licensed by safeagent, Bricks & Mortar aim to provide the highest standards of service to all landlords and tenants, but to ensure your interests are safeguarded, we offer the following:
Stage 1
If you believe you have a grievance, please write in the first instance to [email protected] stating the reasons for your complaint at the following address:
140 New Bridge Street, Newcastle upon Tyne, NE1 2SZ
The grievance will be acknowledged within 3 working days and then investigated thoroughly in accordance with established “in-house” procedures.
A formal written outcome of the complaint will be sent to you within 21 days.
If the nature of your complaint is such that we need further time to consider it, we will contact you and let you know the reason for the delay.
Stage 2
If you are not satisfied with the outcome of your complaint at Stage 1 you can refer the matter to Jill Gale who will review the complaint and the response sent at Stage 1.
You should outline the reasons you are not satisfied with the response to your complaint.
Following the conclusion of our in house review we will write to you with a formal written statement.
Stage 3
If you are dissatisfied with the conclusion of the in house review of the complaint you can refer the matter to The Property Ombudsman, Mitford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Last updated at 4:41 PM 30/10/2017 by allAgents
As a firm licensed by safeagent, Bricks & Mortar aim to provide the highest standards of service to all landlords and tenants, but to ensure your interests are safeguarded, we offer the following:
Stage 1
If you believe you have a grievance, please write in the first instance to [email protected] stating the reasons for your complaint at the following address:
140 New Bridge Street, Newcastle upon Tyne, NE1 2SZ
The grievance will be acknowledged within 3 working days and then investigated thoroughly in accordance with established “in-house” procedures.
A formal written outcome of the complaint will be sent to you within 21 days.
If the nature of your complaint is such that we need further time to consider it, we will contact you and let you know the reason for the delay.
Stage 2
If you are not satisfied with the outcome of your complaint at Stage 1 you can refer the matter to Jill Gale who will review the complaint and the response sent at Stage 1.
You should outline the reasons you are not satisfied with the response to your complaint.
Following the conclusion of our in house review we will write to you with a formal written statement.
Stage 3
If you are dissatisfied with the conclusion of the in house review of the complaint you can refer the matter to The Property Ombudsman, Mitford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
