The UK's Largest Customer Review Website for the Property Industry
The UK's Largest Customer Review Website for the Property Industry
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4.9/5, 84 Reviews
99% Recommended
0% sales valuation accuracy
0% letting valuation accuracy
0% sales fee satisfaction
0% letting fee satisfaction
THE LORDS PARTNERSHIP LIMITED’S (“LORDS ESTATE AGENTSâ€) GRIEVANCE PROCEDURE
1. Lords Estate Agents, is a Member of The Property Ombudsman (TPO), and aims to provide the highest standards of service to all of its customers. To ensure that their interests are safeguarded and in the rare event that a problem arises, a complaints procedure has been introduced. This provides for the matter to be dealt with internally by the management of the Company, and in the event that we are not able to deal with the issue to the mutual satisfaction of both parties, by reference to The Property Ombudsman.
2. If you believe you have a complaint, please write in the first instance to The Managing Director at:
The Lords Partnership Limited
56-58 Wood Street
Kingston upon Thames
Surrey, KT1 1UW
3. A complaint will wherever possible be acknowledged within 24 hours but no longer than 3 working days, investigated thoroughly in accordance with established in-house procedures and a formal reply will be sent within 15 working days of receipt of the complaint.
4. If the complainant is not satisfied with the outcome of our initial investigation, they are provided with a further opportunity to have the complaint reviewed by another of the Lords Directors by writing again to the address shown above.
5. In the event that the final review as detailed above still fails to satisfy the complainant, then the complainant is at liberty to have the matter referred to the Property Ombudsman. We will submit our file to the Ombudsman on request and subject to consent. The complainant is also entitled to have their complaint referred to the Ombudsman should we fail to deal with matters promptly or not complied with our in-house complaints procedure within 8 weeks from the date we receive a written notification of the grievance.
If, as a customer of Lords, you have any questions regarding the above, please contact your local office, write to the Managing Director at the address above or email md@lordsonline.co.uk.
Last updated at 7/2/2012, 3:52:11 AM by allAgents
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.
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Lettings | 0% | 0% | £0 | £0 |
Lords Estate Agents (Kingston upon Thames & Surrey)
56 - 58 Wood Street, Kingston Upon Thames, Greater London
KT1 1UW
020 8546 6800
By : 'Clare'
Services : Sales( As a Vendor )
Would you recommend ? : Yes
Postcode : KT2
I have bought and sold with Lords and have always had a good experience. They really know the Kingston market and offer excellent advice. Communications are very well managed with email and text alerts relating to house viewing appointments and updates. A professional, friendly and efficient... Read Full Review
Antony
By : 'Richard'
Services : Sales( As a Buyer )
Would you recommend ? : Yes
Postcode : KT2
Antony kept the purchase moving and was helpful in resolving misunderstandings between the two sets of solicitors. He was always prompt and proactive about keeping us... Read Full Review
Stuart
By : 'T'
Services : Sales( As a Buyer )
Would you recommend ? : Yes
Postcode : KT2
We have just exchanged on a property in North Kingston and have been working with Stuart Baker at Lords in Kingston. The experience has been a very positive one. Stuart has been professional, courteous and honest throughout the process. Queries have been responded to and dealt with efficiently and... Read Full Review
By : 'Donald'
Services : Sales( As a Vendor )
Would you recommend ? : Yes
Postcode : KT2
The senior staff gave excellent advice on the suggested asking price and the marketing strategy. This was followed up assiduously by themselves and other colleagues in in courteous and professional manner. They dealt diplomatically and effectively with tenants. We sold the property well in excess... Read Full Review
By : Guy Hodge
Apr 30, 2014Dear Don, I knew we would get the job done for you in the end! Thank you for your business and best wishes for the future. Kind regards, Guy Hodge Managing Director Lords Estate...
Stuart
By : 'Marco'
Services : Sales( As a Buyer )
Would you recommend ? : Yes
Postcode : KT2
Stuart was a pleasure to deal with. He accommodated viewings at short notice and helped us make up our mind on the type of property that fitted our needs. Once we decided to offer on a property Lords process was very fair and not pushy at all as opposed to other state agents we dealt with. When our ... Read Full Review
By : Guy Hodge
Apr 30, 2014Dear Marco, I am delighted to hear that you will be coming back to us again in the future! A great many of our customers return to us and recommendations like your own account for a large...
Stuart
Rupert
By : 'Ronnie'
Services : Sales( As a Vendor )
Would you recommend ? : Yes
Postcode : KT2
A totally positive experience from start to finish. The initial visit and valuation by Rupert was very professional, he was also put us at our ease, his experience was obvious . As with most sellers I saw three seperate agents, but to be honest the choice was really made easy, and we went with... Read Full Review
By : Guy Hodge
Mar 3, 2014Dear Ronnie and Deborah, Thank you very much indeed for the really positive review. It sounds like 5 offers were worthy of 5 stars! I am delighted that we were able to help you and grateful...
By : 'lana'
Services : Sales( As a Vendor )
Would you recommend ? : Yes
Postcode : KT2
I had a great experience with Lords Kingston. They were very helpful and were willing to help with anything that I needed them... Read Full Review
By : Guy Hodge
Feb 28, 2014Dear Iana, Thank you very much indeed for relaying your experience of dealing with the Lords office in Kingston. Very kind of you! Kind regards, Guy Hodge Managing Director Lords Estate...
Stuart
By : 'Asha'
Services : Sales( As a Buyer )
Would you recommend ? : Yes
Purchased property from lords estate agents. The agent who looked after me through out was Stuart baker. I had dealing with him personally for over two years before I found the property that met my expectations. Stuart sent me information and showed me over 50 properties. he was always willing to... Read Full Review
By : Guy Hodge
Feb 28, 2014Dear Asha, Thank you for your lovely review about Lords and for taking the time to specifically single out the service delivered by Stuart at the Kingston office. Stuart is an excellent agent and...
Stuart
Antony
By : 'HK'
Services : Sales( As a Vendor )
Would you recommend ? : Yes
Postcode : KT2
The whole team at Lords, but especially Stuart and Antony, went above and beyond the call of duty. They helped with the entire process from beginning to end including chasing solicitors, paperwork, buyers etc whenever necessary. After our first set of buyers dropped out on exchange day they... Read Full Review
By : Guy Hodge
Feb 28, 2014Dear HK, What a great review! I am sorry that your first buyer withdrew; this must have been very stressful for you. I am delighted that the team sprang into action and got the deal through for...
Antony
Rupert
By : 'Nigel'
Services : Sales( As a Buyer )
Would you recommend ? : Yes
Postcode : KT1
We met with a number of estate agents in our search for the right property and were impressed with the quality of staff at Lords from the off. Most other agents we had met were typically uniformed about the property meaning they were unable to answer any queries and expecting us to phone the office ... Read Full Review
By : Guy Hodge
Feb 28, 2014Dear Nigel, Thank you for the 5 star review! We know that not all estate agents are the same and make every effort to stand out from the crowd. Almost all of the staff at Lords are homeowners...
Danny
By : 'Nick'
Services : Sales( As a Vendor )
Would you recommend ? : Yes
Postcode : KT2
I've bought and sold through many estate agents across London and I've found Danny and his team to be excellent at not just selling houses, they also work exceptionally hard to maanage the inevitable chain of buyers and sellers. This is not a task for the faint-hearted as emotions typically run... Read Full Review
By : Guy Hodge
Jan 15, 2014Dear Nick D, Thank you very much indeed for your kind words and specifically for mentioning the work done by Danny and Antony. As you say yourself, the process can be fraught at times and...
Stuart
By : 'Rebecca'
Services : Sales( As a Vendor )
Would you recommend ? : Yes
Postcode : KT1
We recently sold and purchased property with Lords. As selling agents they used a really good open day strategy and we had three offers on our property within 2 days. The property we purchased we viewed within a few days of it being listed and we were able to arrange two viewings before... Read Full Review
By : Guy Hodge
Jan 15, 2014Dear Rebecca, I am delighted that our marketing strategy worked for you and that my team provided you with an excellent service. I am glad that Stuart did a good job and represented his company...
Stuart
By : 'SB'
Services : Sales( As a Buyer )
Would you recommend ? : Yes
Postcode : KT1
It's not true what they say about estate agents! Lords in Kingston have been both professional and proficient during this property purchase and I wish to recommend Stuart Baker. He was able to negotiate with solicitors and saved me further delay and money! Thanks to the whole team,plus Martin the... Read Full Review
By : Guy Hodge
Jan 15, 2014Dear SB, It’s sad to say that in many cases it probably is true as many of the reviews on the allagents website will testify, but as a company, Lords have a very different philosophy and attitude...
Antony
Rupert
By : 'Dave'
Services : Sales( As a Vendor )
Would you recommend ? : Yes
Postcode : KT1
From the outset I was impressed with all aspects of Lords' performance, but in particular; their pricing policy, their efficiency their advice and guidance to me as their client/customer and the way in which the property was marketed. Their intimate knowledge of the local market was invaluable,... Read Full Review
By : Guy Hodge
Dec 19, 2013Dear Mr Nelson, Thank you very much indeed for such a fabulous review and for singling out the very specific service you received from Rupert and Antony. I suppose that ultimately we did what we...
By : 'Jo'
Services : Sales( As a Vendor )
Would you recommend ? : Yes
Postcode : KT1
Excellent, professional service from the initial estimate through to exchange. Got 40 or so customers though the door over two weekends and several asking or close to asking offers. Very good communication with quick email updates on viewings booked and feedback. Helped ensure the sale proceeded... Read Full Review
By : Guy Hodge
Dec 19, 2013Dear Jo, I am delighted that we exceeded your expectations, (although saddened that your initial expectations were at such a low level!) Not all estate agents are the same and you can see from the...
Rupert
Stuart
By : 'Paul'
Services : Sales( As a Buyer )
Would you recommend ? : Yes
Postcode : KT1
The service we received from Lords Estate Agent (Kingston) over the last six months was superb. Our initial point of contact was Rupert, and then Stuart Baker took over. Despite the frenetic house market and the approach of Christmas Stuart was always efficient, personable, unfailingly polite and... Read Full Review
By : Guy Hodge
Dec 19, 2013Dear “Mr Bakerâ€, I think you may have inadvertently placed the negotiators name where your name should be - but we know who you are and thank you for your taking the time to write such a...
Stuart
By : 'Gerard'
Services : Sales( As a Vendor )
Would you recommend ? : Yes
Postcode : KT1
We not only sold through Lords but also purchased through them also. The service we've recieved throughout has been exemplary. It wasn't the smoothest of rides (no fault attached to Lords) but their proffesionalism an honesty (yes, really!) has been of the highest order, to such a extent you... Read Full Review
By : Guy Hodge
Dec 19, 2013Dear Mr Earp, Thank you very much indeed for the review. From our point of view it’s great to “do a doubleâ€. It is a real credit to my staff to have them (and Stuart in particular) praised ...
Stuart
By : 'Allan'
Services : Sales( As a Buyer )
Would you recommend ? : Yes
Postcode : KT2
Reliable, friendly, quick to respond to and deal with issues, Stuart Baker has provided me with an excellent service. He helped me to negotiate the minefield of house purchasing and I trusted and valued his judgement. He is a credit to his company and has been a pleasure to work... Read Full Review
By : Guy Hodge
Nov 30, 2013Dear Mr Wallace, Thank you so much for focussing your review on the very personal service you received from Stuart Baker at the Kingston Office. It really is a pleasure to both myself and the...
By : 'J'
Services : Sales( As a Vendor )
Would you recommend ? : Yes
Postcode : KT2
A 100% seamless and stress free service which I would throughly recommend. From start to finish of my sale I felt confident that the transaction was in capable hands and was unlike any other sale/purchase I had previously experienced, (i.e there was no talking the talk). I wasn't wrong! The... Read Full Review
By : Guy Hodge
Nov 30, 2013Dear J Patterson, Thank you for such a great review and for the positive endorsement of the service at our Kinston office. Thank you also for selling your home through Lords. 100%...
Rupert
By : 'David'
Services : Sales( As a Vendor )
Would you recommend ? : Yes
Postcode : KT2
Lords at Wood Street is a very well managed agency. Management and Staff are fully committed, offering a professional and friendly service. Nothing appeared to be too much trouble. When the first "sale" fell through they were back on the job immediately, making a further sale within a... Read Full Review
By : Guy Hodge
Nov 27, 2013Dear Mr Gibbs, Thank you for such a great review! If I recall from my very limited involvement, you were dealing with the sale on behalf of your son who was abroad, had issues relating to the...