Looking at a property to rent that was marketed by Rook Matthews Sayer. The agent was relatively helpful and we completed a viewing (the agent was not present at the viewing, it was 'with' the current tenants who had to answer our questions as best as possible - not very professional). We professed interest in renting. Everything was OK up to this point. However, although I (a middle-class southerner) was their main phone contact up to this point, I was actually making enquiries on behalf of two others, professionals on decent salaries who happen to be immigrants (I was doing this because they both work full time and didn't have the opportunity to ring around during the day). When I communicated this to Rook Matthews Sayer and gave them the names of the prospective tenants, the agent's demeanour changed dramatically. Asking standard questions about their jobs and lifestyle, she veered into some other, vaguely rude and unnecessary queries that we didn't experience from any other prospective agencies - "are they UK residents" (they work here, live here and are looking for another house, what do you think), "do they speak English" (yes, but how is that relevant in any way). She also took a LOT of convincing that yes, they both have full time jobs, yes those jobs are skilled, OFFICE jobs (she actually asked me if I was "sure" they both work in an office... yes I'm sure... and why does that matter again?) Overall it was a really unpleasant process, I really just felt like telling her that no, they weren't gypsies or plumbers, since that really seemed like what she was getting at. Still, we stuck with it since the property was really nice. We asked her some basic questions including when the current tenants were moving out, and whether they could move out a couple of days before the end of the month (at this point it was the beginning of the month). The agent promised to find out. After hearing nothing back, we phoned her a few times but she always said that she was waiting on information, and would call us as soon as she heard back. By the middle of the month, it seemed that the whole thing was a lost cause, so we arranged to rent a different property from a different agent, completing the paperwork just in time a week before the end of the month. And on the very same day, guess who we get a call from but Rook Matthews Sayer! She told us that there was good news, the tenants were moving out in 2 days, which would give us 2 days to move! After not hearing back for 3 weeks and only having 4 days left to move, did she really expect us to have just been waiting on her? Rook Matthews Sayer are racist, rude and spectacularly unhelpful. It's a shame as they have some nice properties - but the experience just isn't worth it.