Clapham Branch, London, SW4
4.2/5, 40 reviews
85% recommended
83% sales valuation accuracy
71% sales fee satisfaction
83% lettings valuation accuracy
71% lettings fee satisfaction

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“We feel we were treated awfully by this company. After ......”

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Dec 09,2013
Minithumbdown
By: 'Stuart'
Dec 09,2013
3 people found
this helpful
We feel we were treated awfully by this company. After signing a 12 month contract we were told we would have to pay £200 more per month to keep our property after 4 months of being there - if we refused to do this then we would be kicked out at 6 months. We could not believe the obvious blackmailing and tried to negotiate by offering £100 more per month. This offer was rejected after a month of waiting, leaving us only one month to quickly find a new property. We then waited 2 weeks for our deposit to be returned but got lots of excuses back from XanderMatthew stating they had to wait to make the checks and necessary deductions to our deposit - even though we had kept the property in fantastic condition. We ended up having to threaten them with court action before they finally returned our full deposit. One of the worst and most disappointing experiences we've had with estate agents.
What agent could do to change your mind?
Agent was always quite rude, abrupt and dishonest. Starting with being honest would be a good way to begin.
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By: XanderMatthew
Dec 09, 2013
Dear "Stuart,"

Sorry to hear you had reason to complain. After having investigated the complaint it transpires that the landlord exercised the break clause in line with your tenancy agreement. This is allowed, just as you were allowed to give notice to vacate. Reason for this was that you were given a discounted rent given the time of year that you moved in and the landlord felt that they could relet the property at a higher rent when the break clause came around. You were indeed offered to re-sign the agreement for a higher rent, which you declined. Your counter offer was also declined. The landlord felt (and quite rightly so) that the property was worth more. Although it was your home, it was an investment vehicle for Mr. Landlord, and he chose to maximise the property's value by reletting it to new tenants at a substantially higher rate.

In relation to your deposit we have made checks and your deposit was returned within the statutory timeframe. You had indeed kept the property in good order and the deposit was returned in full.

Although it's never nice to have to move due to the landlord exercising the break clause, we are merely the "middle man" as it were. Sadly we don't have a part to play in the landlord's wishes and merely have to act on them as long as they are within the legal framework, which they were. We always endeavour to make every move as smooth as possible, which I trust you found when you moved in to the property. Sadly the landlord wanting to give you notice is beyond our control.

We are sorry to hear you thought that this was our doing, which I can assure you it was not. We wish you all the best in the future and would certainly be happy recommending you as tenants - as you mention the property was in good order, no complaints were received from neighbours and rent was always paid in a timely fashion.

I hope you understand our position and although we can understand your frustration we feel it is perhaps misplaced on this forum, perhaps you should write a letter of complaint to your landlord. He makes the decisions ultimately.

Kind regards,

The team at XanderMatthew.

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Latest Reviews

View all Reviews 40
18th Dec 2015
reviewed by 'NickT'
“I have found them to be untrustiworthy and would never use them againI let my property through them in 2014. When ......”
21st May 2015
reviewed by 'Rodger'
“Jeroen did not want to deal with me after his company handed my partner over to debt collectors for not ......”
21st Nov 2014
reviewed by 'Shilpa'
“A very poor customer experience. The agent told me what I was looking for instead of asking. I found the ......”
9th Sep 2014
reviewed by 'Barry'
“This is the second time in four years I have used Xander Matthews. The first time was in April 2011 working ......”
8th Sep 2014
reviewed by 'Jonathan'
“After I had been let down by different letting agent I gave Xander Matthew a try. They were great, found ......”
7th Jul 2014
reviewed by 'Landlord01'
“Elishah assisted me in finding a tenant for my flat and I appreciated her effort in finding me good prospective ......”
Opening Hours
  • Monday: 09:00 - 19:00
  • Tuesday: 09:00 - 19:00
  • Wednesday: 09:00 - 19:00
  • Thursday: 09:00 - 19:00
  • Friday: 09:00 - 19:00
  • Saturday: 09:00 - 15:30
  • Sunday: 00:00 - 00:00
Address

XanderMatthew
10-11 Ascot Parade Clapham Park Road
Clapham,London
Greater London
SW4 7EY
020 3397 2099

Performance statistics
Services Valuation Accuracy Fees Satisfaction Min Price of property reviewed Max Price of property reviewed
Sales 83% 71% £0 £0
Lettings 83% 71% £350 £2,300
Review statistics
From Landlords From Tenants From Vendors From Buyers Other
17 2 13 2 1 0 1 0 2 2
Areas covered
  • SW2
  • SW4
  • SW8
  • SW9
  • SW11
  • SW12
  • SE5
  • SE11
  • SE17
Services offered
  • Sales
    •
  • Lettings
    •
  • Block Management
  • Surveys
  • Conveyancing
  • Mortgage Advice
  • Home Builder
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“I have found them to be untrustiworthy and would never ......”

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Dec 18,2015
Minithumbdown
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Jeroen
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Kosta
By: 'NickT'
Dec 18,2015
0 people found
this helpful
I have found them to be untrustiworthy and would never use them again I let my property through them in 2014. When I looked at T&Cs I saw that they wanted to get a renewal fee if the tenants stayed on. I don't blame them ...
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Comment on agent fees
They have in effect charged me twice for the same service after agreeing that they woudn't
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By: XanderMatthew
Dec 21, 2015
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It is to our regret that we had to resort to further action to collect monies owed to the company. The contract signed stipulated all the fees that needed to be paid and this particular customer failed to do so. The only bad press we receive is from people that want to use our services and subsequently not pay us for the work we've done. I trust readers will agree that no business will work for free. ...

“Jeroen did not want to deal with me after his ......”

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May 21,2015
Minithumbdown
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Jeroen
By: 'Rodger'
May 21,2015
0 people found
this helpful
Jeroen did not want to deal with me after his company handed my partner over to debt collectors for not paying money claimed by XanderMatthews. My partner and I did not agree with this claim. I called Jeroen to clear this up or find an ...
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What agent could do to change your mind?
Jeroen should just have taken any one of my calls or called me back after leaving a few messages. His colleagues stated that Jeroen was the only person to speak to.
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“A very poor customer experience. The agent told me what ......”

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Nov 21,2014
Minithumbdown
By: 'Shilpa'
Nov 21,2014
3 people found
this helpful
A very poor customer experience. The agent told me what I was looking for instead of asking. I found the tone and approach very aggressive and rude. Did not listen and was very abrupt....
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“This is the second time in four years I have ......”

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Sep 09,2014
Minithumbup
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Kosta
By: 'Barry'
Sep 09,2014
1 people found
this helpful
This is the second time in four years I have used Xander Matthews. The first time was in April 2011 working with Kevin Oakes and recently with Kosta Giannakakis. As per April 2011 I used XM to find me new tenants for my property in SW16. XM ...
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“After I had been let down by different letting agent ......”

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Sep 08,2014
Minithumbup
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Kosta
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Elishah
By: 'Jonathan'
Sep 08,2014
2 people found
this helpful
After I had been let down by different letting agent I gave Xander Matthew a try. They were great, found me a tenant straight away and sorted any problems with the letting straight away. Very happy with the service....
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Comment on agent fees
fees could always be lower.
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“Elishah assisted me in finding a tenant for my flat ......”

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Jul 07,2014
Minithumbup
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Elishah
By: 'Landlord01'
Jul 07,2014
3 people found
this helpful
Elishah assisted me in finding a tenant for my flat and I appreciated her effort in finding me good prospective tenants at a suitable price. As I understood, competition was strict around the area and I appreciated the updates from Elishah whenever we had a ...
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By: Elishah
Jul 07, 2014
View all comments (1)
Thank you kindly for the review, Your feedback is greatly appreciated we are very happy with your recommendation We will definitely take the areas mentioned on board and look to improve. We look forward to doing long term business with you. Kindest regards, Elishah ...

“As I was a distant purchaser I needed additional support ......”

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May 15,2014
Minithumbup
By: 'David'
May 15,2014
2 people found
this helpful
As I was a distant purchaser I needed additional support in the purchase of an apartment. The ability to just 'call round' to the property or office was just not available. Michael Owusu proved very accessible and helpful by both phone and e-mail and went ...
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“Elishah Anderson has been excellent in helping me let our ......”

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Apr 30,2014
Minithumbup
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Elishah
By: 'Johnstone'
Apr 30,2014
1 people found
this helpful
Elishah Anderson has been excellent in helping me let our house, which was done within the first weekend. She has also been extremely helpful post letting in helping me get the tenants settled. The back office I would say did a decent job too. A ...
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“The agency staff took advantaged of my desperate situation in ......”

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Apr 02,2014
Minithumbdown
By: 'LUCIA'
Apr 02,2014
1 people found
this helpful
The agency staff took advantaged of my desperate situation in finding a house to rent for me and my 4 yr old son, they show me a property which I liked we went straight to the office to put an offer to the landlord they ask ...
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What agent could do to change your mind?
They could have refund me at least half of the money if not all, as the mistake was not mine was them.
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Was this helpful? Yes
By: XanderMatthew
Apr 09, 2014
View all comments (1)
Dear Lucia, Sadly you had not declared your living situation accurately and it transpired that you could not substantiate the earnings required to rent the house. Over a long period of time (14 days) you were unable to prove adequately that you had enough earnings to support the rental of the house, which was contrary to what you led us to believe when you first applied for the property. You had initially told us persons A and B were moving in to the flat, then it was persons A and C, alon ...

“After two months of having my flat on with another ......”

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Mar 24,2014
Minithumbup
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Jeroen
By: 'Tristan'
Mar 24,2014
2 people found
this helpful
After two months of having my flat on with another agent and not getting any acceptable offers, I decided to list it with XanderMatthew. In less than a week they had secured a tenant, completed the reference checks and got the documents signed and completed. ...
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“I use a few services regionally and I can (with ......”

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Mar 13,2014
Minithumbup
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Jeroen
By: 'Victoria'
Mar 13,2014
3 people found
this helpful
I use a few services regionally and I can (with confidence) say that XanderMatthew is by far and away the best, most reliable and most responsible lettings agent that I deal with! XanderMatthew is providing me with tenants and the service (both lettings and management) ...
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“We feel we were treated awfully by this company. After ......”

Share on :
Dec 09,2013
Minithumbdown
By: 'Stuart'
Dec 09,2013
3 people found
this helpful
We feel we were treated awfully by this company. After signing a 12 month contract we were told we would have to pay £200 more per month to keep our property after 4 months of being there - if we refused to do this then we would be ...
read full review
What agent could do to change your mind?
Agent was always quite rude, abrupt and dishonest. Starting with being honest would be a good way to begin.
Attached Filesnbsp;
Comments (1) Report abuse Print review
Was this helpful? Yes
By: XanderMatthew
Dec 09, 2013
View all comments (1)
Dear "Stuart," Sorry to hear you had reason to complain. After having investigated the complaint it transpires that the landlord exercised the break clause in line with your tenancy agreement. This is allowed, just as you were allowed to give notice to vacate. Reason for this was that you were given a discounted rent given the time of year that you moved in and the landlord felt that they could relet the property at a higher rent when the break clause came around. You were indeed offered to r ...

“Good letting experience overall. All of the staff I dealt ......”

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Dec 04,2013
Minithumbup
By: 'Rebecca'
Dec 04,2013
3 people found
this helpful
Good letting experience overall. All of the staff I dealt with we're experienced and not your typical wide boys. The process was easy, signed everything electronically and the flat is nice. What more could I ask for?...
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“Taking the opportunity I would like to thank Naomi Keshinro ......”

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Nov 28,2013
Minithumbup
By: 'Lukasz'
Nov 28,2013
3 people found
this helpful
Taking the opportunity I would like to thank Naomi Keshinro for fast and uncomplicated settling issues associated with renting an apartment. Agent Naomi Keshinro done brilliantly . Thanks Naomi....
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“From start to finish the service was very professional. Expert ......”

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Nov 26,2013
Minithumbup
By: 'Tony'
Nov 26,2013
1 people found
this helpful
From start to finish the service was very professional. Expert staff on hand to guide me through the process. They offer excellent value for money so went fully managed as they charge less than the bigger high street agents but I got better service. Would ...
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“Kevin and Natalie were both very professional and responded quickly ......”

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Nov 13,2013
Minithumbup
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Natalie
By: 'user'
Nov 13,2013
2 people found
this helpful
Kevin and Natalie were both very professional and responded quickly during the course of my sale. It was difficult at times and even though it took longer than expected, they remained focused. Kevin in particular dedicated a lot of time to keeping momentum and chasing ...
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“Naomi was very helpful in showing us the flat and ......”

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Aug 28,2013
Minithumbup
By: 'Eva'
Aug 28,2013
2 people found
this helpful
Naomi was very helpful in showing us the flat and actually staying long hour in order to meet with us. Jeroen and herself made sure that we read everything and understood all the bits that we had to. hey were both very nice and professional. ...
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By: XanderMatthew
Sep 30, 2013
View all comments (1)
Dear Eva, Thank you for your lovely comments. We look forward to working with you in the future. Kind regards, The Team at XanderMatthew ...

“Good - very professional, tactful, approachable, skilled negotiator and likeable ......”

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Aug 16,2013
Minithumbup
By: 'azemberisle'
Aug 16,2013
2 people found
this helpful
Good - very professional, tactful, approachable, skilled negotiator and likeable person My preference - to be told the terms of contract before tenants have been found. Issues more generally with Xander MAtthews re the cost of services provided - eg inventories at £200 when you can ...
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By: XanderMatthew
Sep 02, 2013
View all comments (1)
Hi there, Thank you for your reviews. We work very hard to give our landlords excellent value for money and I'm pleased that you have chosen to let your second property through XanderMatthew also. All of the repairs carried out under our management service are done at cost price, with no further markup at all. We aim to deliver excellent value for money. Services during the initial let are a little bit more expensive as you rightly point out, but this is only because we are able to call ...

“Naomi did very well in succeeding in letting this property, ......”

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Aug 08,2013
Minithumbup
By: 'Salvatore'
Aug 08,2013
1 people found
this helpful
Naomi did very well in succeeding in letting this property, she produced more applicants than other agents. she was excellent with the viewings, and really tried hard to secure this tenancy. without her, the tenancy would not have gone ahead....
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By: XanderMatthew
Aug 08, 2013
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Dear Salvatore, Thank you for your kind words and many thanks again for entrusting us to let your second property also. We look forward to helping you for years to come. ...

“Naomi really did do everything she possibly could for us, ......”

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Jul 31,2013
Minithumbup
By: 'Sinead'
Jul 31,2013
2 people found
this helpful
Naomi really did do everything she possibly could for us, she was always contactable and really understanding as we were dealing with a particularly difficult landlord. She reassured us constantly, offered a number of solutions to problems and we felt she was always fair to ...
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By: XanderMatthew
Jul 31, 2013
View all comments (1)
Dear Sinead, Thank you for your kind words! We are pleased that the process was nice and smooth and look forward to helping you again in the future. Kind regards, The team at XanderMatthew ...

“I am extremely satisfied with XanderMathew and Naomi in particular. \\......”

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Jul 25,2013
Minithumbup
By: 'Rajiv'
Jul 25,2013
3 people found
this helpful
I am extremely satisfied with XanderMathew and Naomi in particular. \\she facilitated a quick move-in for me within 24 hours of me viewing the property. I really appreciate how responsive the XanderMathew team is - they patiently explained to the me lease agreement and the clauses ...
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By: XanderMatthew
Jul 25, 2013
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Much obliged Rajiv, we hope you enjoy your new property and thank you for renting through XanderMatthew. ...

“Naomi was dynamic professional and very proactive in her dealing ......”

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Jul 25,2013
Minithumbup
By: 'hanif'
Jul 25,2013
3 people found
this helpful
Naomi was dynamic professional and very proactive in her dealing with letting the property. She is a credit to her profession and would highly recommend her to others trying to let any property themselves or through an agent....
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By: XanderMatthew
Jul 25, 2013
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Thank you for your kind words, we'll make sure your comments are relayed to both Naomi and Api. Hopefully we can help you in the future as well. XanderMatthew. ...

“Jeroen was extremely helpful throughout our dealings with Xander Matthew. ......”

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Jul 09,2013
Minithumbup
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Jeroen
By: 'tvhp'
Jul 09,2013
2 people found
this helpful
Jeroen was extremely helpful throughout our dealings with Xander Matthew. He was very prompt when sorting out the admin associated with renting, and was always on hand to answer any queries. He was very personable which added to our positive experience with Xander Matthew, which ...
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By: XanderMatthew
Jul 16, 2013
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Dear Victoria, thanks so much for your kind words. Thank you for being so efficient with all your paperwork and I hope you enjoy your new flat as much as the old occupants have. All the best, The team at XanderMatthew ...

“I am very pleased with the level of service we ......”

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Jun 20,2013
Minithumbup
By: 'Hannah'
Jun 20,2013
3 people found
this helpful
I am very pleased with the level of service we received throughout the process of letting our property. Communication was easy and regular whether it be via email, text or phone making it flexible to fit around my schedule. I felt assured that we were ...
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By: XanderMatthew
Jun 21, 2013
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Dear Hannah, Thank you for your kind words, looking forward to helping you in the future. Kind regards, The team at XanderMatthew ...

“Naomi was very helpful in supporting/advising and guiding me ......”

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Jun 18,2013
Minithumbup
By: 'Bankole'
Jun 18,2013
2 people found
this helpful
Naomi was very helpful in supporting/advising and guiding me in letting out my flat. She was not fortunate in getting the right tenant. This was non of her fault but was due to the stiff competition by the potential tenants She is an excellent ...
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By: XanderMatthew
Jun 19, 2013
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Thank you for you kind words, we look forward to working with you in the future. ...

“Really friendly agents and willing to help us look for ......”

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Jun 18,2013
Minithumbup
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Jeroen
By: 'Gglynn'
Jun 18,2013
1 people found
this helpful
Really friendly agents and willing to help us look for a place. Quick turnaround for moving (5 days). Jeroen rang to say good luck with the move which was a nice touch. Michael was willing to negotiate agent fee and rent price....
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By: XanderMatthew
Jun 19, 2013
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Thank you for the review. We hope your stay is a pleasant one and we can help you again in the future. ...

“Very straightforward no nonsense approach when other companies were more ......”

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May 31,2013
Minithumbup
By: 'Danny'
May 31,2013
1 people found
this helpful
Very straightforward no nonsense approach when other companies were more interested in bothering me with lengthy emails and stats trying to justify their incompetence. Efficient, courteous and low profile!...
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By: XanderMatthew
Jun 01, 2013
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Dear Danny, Thank you for your comments, always happy to help in our usual factual and to-the-point approach! Pleasure doing business with you! Kind regards, The team at XanderMatthew ...

“Arjun has been very helpful since we move into the ......”

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May 29,2013
Minithumbup
By: 'Florencia'
May 29,2013
2 people found
this helpful
Arjun has been very helpful since we move into the property for months ago. He had been very polite, responsible and professional with everything we needed. He also had respond to our demands in a quick way and always had been concerned for our well-being ...
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By: XanderMatthew
May 29, 2013
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Thank you Florencia, your comments are much appreciated! We hope to continue to help you throughout your stay. Kind regards ...

“We had a great experience not only at the moment ......”

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May 21,2013
Minithumbup
By: 'Tomas'
May 21,2013
2 people found
this helpful
We had a great experience not only at the moment of finding the best opportunity given our expectations and budget, but aldo during the first months by solving us in a timely way each and every requirement we had....
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By: XanderMatthew
May 24, 2013
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Thank you for your kind words Tomas. We endeavour to find everyone a great home and thank you for bearing with us during times repairs were required to the property. We look forward to helping you again in the future! The team at XanderMatthew ...

“Tash was fantastic. He was very responsive and negotiated quickly ......”

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May 14,2013
Minithumbup
By: 'Simon'
May 14,2013
2 people found
this helpful
Tash was fantastic. He was very responsive and negotiated quickly with the landlord for an agreement. We were all done and dusted within 24 hours. Excellent service and professional throughout, difficult to fault. Would use again....
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By: Jeroen
May 14, 2013
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Hi Simon, We were very pleased to have helped you find something so quickly! We'll be managing the property also so we look forward to working with you on a continued basis. Kind regards, Jeroen ...
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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

We aim to deliver an excellent service at all times, for landlords, tenants, sellers and buyers alike. If in the event we have fallen short of expectation you are entitled to make a complaint. We ask that you use the following procedure.We request that all communication is done in writing so that you have a written record of what was said, agreed or disagreed on.1. Please write to the Director of the relevant department you are writing to complain about. Your complaint will be reviewed and a response made within 5 working days.2. Should your complaint not be resolved in a satisfactory manner you can write to [email protected] where another director with relevant jurisdiction will look into your complaint. A response and a final viewpoint will be made within 5 working days.3. If you are still unhappy with the outcome you are entitled to lodge a complaint with The Property Ombudsman Scheme. XanderMatthew is a member agent as such will cooperate with any requests made by the Ombudsman.
Last updated at 10:34 AM 09/12/2013 by XanderMatthew

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