100% sales valuation accuracy
100% sales fee satisfaction
100% lettings valuation accuracy
40% lettings fee satisfaction
Aug 19,2013
Aug 19,2013
1
people found
this helpful
this helpful
"Communication is Key" it says twice on the Kelway Law commitment page in headings. Obviously they think it's important but unfortunately this is something they are not good at all.
As a Customer, you can call, their telephone manner is great and they will courteously take your details however if you want to speak to Adrian Law you will not be able to get hold of him in my experience. The staff will say he is out or with a client (which may be true) and ask for your details for him to contact you back. Adrian will NOT ring you back and the only phone contact for him is the office number.
There is an contact address. Occasionally emailing will get a response but normally with one of (i) inaccurate figures (sometimes in our favour!) (ii) no mention of your original email or references to your questions. Email response is sporadic.
The only way perhaps to communicate effectively is to physically visit the office every time but this is not practical for many people and wasn't in my case.
We had multiple problems with the property during the minimum contact term. All of these could have been dealt with but communication to us was very late (months) and then entering into any meaningful dialogue was impossible due to the communication difficulties above.
As a Customer, you can call, their telephone manner is great and they will courteously take your details however if you want to speak to Adrian Law you will not be able to get hold of him in my experience. The staff will say he is out or with a client (which may be true) and ask for your details for him to contact you back. Adrian will NOT ring you back and the only phone contact for him is the office number.
There is an contact address. Occasionally emailing will get a response but normally with one of (i) inaccurate figures (sometimes in our favour!) (ii) no mention of your original email or references to your questions. Email response is sporadic.
The only way perhaps to communicate effectively is to physically visit the office every time but this is not practical for many people and wasn't in my case.
We had multiple problems with the property during the minimum contact term. All of these could have been dealt with but communication to us was very late (months) and then entering into any meaningful dialogue was impossible due to the communication difficulties above.
What agent could do to change your mind?
Communicate in a timely manner (same day for a phone call at least to ackowledge receipt of call), 2-3 working days for email. I suggest logging all customer requests and monitoring time to respond, tat could really improve things.Attached Filesnbsp;
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Latest Reviews
25th Apr 2020
reviewed by 'Peter'
17th Jan 2020
reviewed by 'Sarah'
15th Aug 2019
reviewed by 'Max'
25th Jul 2019
reviewed by 'Howard'
23rd Jul 2019
reviewed by 'Paul'
Opening Hours
Address
Kelway Law Estate Agents
The Old Bank, Beacon Hill Road
Hindhead
Surrey
GU26 6NR
01428 604488
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 100% | 100% | £230,000 | £1,165,000 |
| Lettings | 100% | 40% | £650 | £1,750 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 3 | 0 | 0 | 6 | 8 | 0 | 4 | 0 | 0 | 2 |
Areas covered
- GU10
- GU26
- GU35
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Latest Properties
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Jun 22,2020
Jun 22,2020
0
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The entire team at Kelway Law are superb and professional whilst maintaining a friendly personable manner. Our house was marketed brilliantly, the floor plan, photos and detail were fantastic. Thus obtaining more viewings than imaginable and a sale price that we were more than pleased ...
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Apr 25,2020
Apr 25,2020
1
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Adrian Law went out of his way and way beyond what I would expect from an Estate Agent to help secure the sale of my property. Adrian soldiered on through the incompetence of other legal people and a road committee to turn many miserable moments ...
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Jan 17,2020
Jan 17,2020
0
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Kelway Law went above and beyond all expectations. Their advice was invaluable, and they kept us fully informed throughout the entire selling process. They also made all of the necessary arrangements for a leaking water main, faulty boiler and "challenging" septic tank to be rectified ...
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Aug 15,2019
Aug 15,2019
3
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Absolutley awful first experience with Kelway, and if only the landlord knew just how shoddy of a company we've been forced to deal with, I'm sure they would have pulled out years ago.
Our Viewing, Liphook Branch: Estate Agent couldn't open the door, so after 5/10 ...
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Jul 25,2019
Jul 25,2019
0
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I am fairly certain that our house purchase would not have gone though had it not been for Adrian's effort. When it seemed all was lost Adrian was able to pull together all the parties and find a suitable compromise in almost impossible circumstances.
Furthermore ...
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Jul 23,2019
Jul 23,2019
0
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It was far from the easiest sale but Adrian kept it progressing and was always highly professional and easy and open to deal with. He was the only agent we used to find a serious buyer and, without him, the sale would not have gone ...
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Aug 12, 2019
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Thanks for your kind words Paul. ...
Jan 10,2019
Jan 10,2019
0
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Adrian Law handled the negotiation on our house purchase in a highly professional and timely manner. He thoroughly researched house prices in surrounding areas and provided valuable guidance during a pretty competitive bidding war!
My partner and I would not have secured our dream home ...
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Feb 24,2017
Feb 24,2017
5
people found
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this helpful
I would not give this "gentleman" any stars, we rented a property from him, never again!!!!! the maintenance work took months to be done and was always done to the lowest possible standard. Which then needed doing again, more delay .DO NOT rent through this ...
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Jan 29,2015
Jan 29,2015
0
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We bought the flat April 2014 and at present we are working in Thailand so there was a lot of potential for problems. There were, quite literally, none with the agent at all! Emails were replied to promptly, professionally and with the appropriate amount of detail. ...
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Dec 10,2014
Dec 10,2014
6
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Never ever rent through this company, they ignore repeated requests for Maitenance repairs , Adrian the supposed owner /manager is never available to take calls , never answers emails. John is just offensive and rude , no work is ever done to the properties , they're only interested in ...
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Nov 14,2014
Nov 14,2014
0
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Initially, Kelway Law let my apartment in Hindhead and were quicker to find a tenant than my existing letting agent. The letting went smoothly, so when I decided to sell, Kelway Law were the obvious choice as they would be able to co-ordinate viewings with ...
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Nov 12,2014
Nov 12,2014
0
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Good all round service overall even with the inevitable buyer's solicitor hold ups. Would use again as always polite and got back to us when we had any queries....
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Nov 11,2014
Nov 11,2014
1
people found
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Never meet an agent who knew less about the property they were supposed to be selling - god help the owner...
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What agent could do to change your mind?
Never meet a more useless agent in my live knows nothing about the property they're trying to sell God help the owner then bombards you with texts/emails afterwards almost harassmentAttached Filesnbsp;
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Nov 10,2014
Nov 10,2014
0
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Kelway Law acted as the letting agent on our house - living abroad we needed to rely on them perhaps more than usual. A tenant was found quickly and in the two years that the property was rented out I found that they were responsive ...
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Jun 05,2014
Jun 05,2014
0
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Thank you to john and Franco for selling our house as quickly as they did.
Franco always kept us well informed along the way of the process. Highly recommended....
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May 16,2014
May 16,2014
0
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Kelway Law were first letting agents and then selling agents for our family home in Beacon Hill. They provide a very professional hassle-free service, they understand the local market extremely well and always worked hard to get us the best deal available....
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May 08,2014
May 08,2014
0
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In selling an aged relatives property I found both John and Franco helpful and objective. The property was realistically priced by them at the outset leading to two early offers,one of which processed through to completion.I was kept up to date with developments ...
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May 07,2014
May 07,2014
0
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Very good stress free experience, kept us informed and dealt with queries in a swift efficient manner. We managed to exchange and complete in the original time frame....
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May 03,2014
May 03,2014
0
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At present we are working for a charity in Thailand after teaching in the UK for 30+ years. The charity really needed us to come out quickly so we left after selling our house without securing a new property. We found the flat on line, our ...
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Dec 10,2013
Dec 10,2013
2
people found
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this helpful
From start to finish this agent was completely terrible. AVOID AT ALL COSTS!!!! When we checked in our house had not been cleaned at all. It was filthy dirty and not in a fit state. Repairs were needed and took ages to be done. Admitedly ...
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“Appalling service and extremely bad communication with potential customers. Having ......”
Nov 11,2013
Nov 11,2013
2
people found
this helpful
this helpful
Appalling service and extremely bad communication with potential customers. Having spoken to a member of staff at the weekend regarding a property, and being the first person to call, my interest was then ignored and others were given viewings. When we did eventually get a ...
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Aug 19,2013
Aug 19,2013
1
people found
this helpful
this helpful
"Communication is Key" it says twice on the Kelway Law commitment page in headings. Obviously they think it's important but unfortunately this is something they are not good at all.
As a Customer, you can call, their telephone manner is great and they will courteously ...
read full review
read full review
What agent could do to change your mind?
Communicate in a timely manner (same day for a phone call at least to ackowledge receipt of call), 2-3 working days for email. I suggest logging all customer requests and monitoring time to respond, tat could really improve things.Attached Filesnbsp;
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Oct 17, 2013
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I am not sure who hm is or which property the issues were about. It is certainly true that for 2 to 3 months I was mostly unavailable on the phone as my little one was in and out of hospital. All callers would have been asked to email me if they felt that nobody else at Kelway Law could deal with an issue.
I am though very sorry AM that you have left a property that we have managed with negative views on us. If you would like to email me or call I would love to discuss further. I am sure that ...
May 26,2012
May 26,2012
0
people found
this helpful
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These agents lied to us from the beginning.
They use one DIY man (who happens to be very friendly with the boss) who does everything from painting to roofing and bodges all of the work he does.
They were fully aware from our constant complaints ...
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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
No procedure set.
Last updated at 9:49 AM 14/04/2015 by John Hodges
I am though very sorry AM that you have left a property that we have managed with negative views on us. If you would like to email me or call I would love to discuss further. I am sure that you pointed out any figures that were in your favour that you mention and hope that we resovled any the other way.
Kind regards
Adrian Law