One star is far too much for this unprofessional sorry excuse of an organisation. Complete lack of customer-orientated service, coupled with unreasonable expectations. Zero communication with me and each other, despite being asked multiple times to do so and confirm various check-out details. Lack of proactivity. Very one sided unrealistic expectations despite bending over backwards to accommodate viewings. Asked 5 or 6 times the same questions in relation to energy suppliers. They don’t talk to each other. During tenancy - sporadic inspections when they feel like it - watch out if you’re a landlord paying them a vast sum to manage your property. Reported faults can take months to fix. Unfair contract clauses in tenancy agreement - watch out for this. Extremely rude emails received from MD who referred to my hideous customer service experience as “behaving like a spoilt child.” Made references to their lack of response as punishment for daring to question their dreadful professionalism. Employs a checkout organisation that “doesn’t work weekends,” allowing them to hold you over barrels for deposit return. No idea of fair wear and tear versus deliberate damage. Expects the world on checkout with no consideration of weeks of bad weather conditions. Frankly the worst ever letting agent on the planet. Avoid and rent a property from an organisation that knows customer service rather than ignores it in entirety.

Extremely unprofessional! I rented a house in Whitchurch in 2015. It was a 3 bed, 2 bath but the en-suite wasn't working properly and was unuseable. Brockenhurst Andover were extremely unco-operative and the manner in which they conducted themselves was extremely rude. Since there was only me living in the house they wanted to know why I needed 2 bathrooms. Besides the fact that I was paying for 2 bathrooms so should get what I pay for, I needed a second when I had guests. They wanted to know who the guests were and even accused me of having someone live with me without having them on the lease. All diversion tactics. The shower was eventually fixed, NO credit to Brockenhurst. The owners wanted to sell the house and needed my co-operation in allowing showings. I refused unless they fixed the shower. So they fixed it. If you're considering renting a house that is managed by Brockenhurst Andover, think again. I have given them a 1 star because you have to assign at least one star in a review, but this is 1 star too many in my opinion!

High Fees

Would recommend shopping around before signing with this agent. The lack of property management does not warrant the high fees being demanded. There are far better High Street agents who charge a fraction of the cost.

Hopeless. I would avoid them with a barge pole. I had to fix a broken front door myself, it took three weeks to get other things sorted and my TV aerial still doesn't work 3 months after moving in. Latterly I have been without hot water for a week with literally NO action or communication from the agents. They are rubbish and if I could afford to I would sue them.

Rented a beautiful property through Brockenhurst in Whitchurch for 6 months. On collecting our keys, we were told the previous tenants had only moved out 12 hours earlier. No professional clean had been done, and we were to notify Brockenhurst immediately if there were any problems. We decided not to be difficult, and gave the property a thorough clean before moving our things in. It was in fact, not left in a particularly pleasant state. We paid to have the windows cleaned, as well as the bins as they were truly revolting, and we also replaced 5 light bulbs. Again, didn’t cause a fuss, we just did it. Within the first two days, we reported many faults in the property including; no hot water, a broken kitchen worktop, mould and a faulty front door seal. Less urgent things were also noted, such as pen or crayon scribbles on the walls, and a shoddily painted wall in the main living space. Brockenhurst were not quick to respond to these problems, and even tried to fob the ‘no hot water’ issue as being down to user error. After 4 weeks of chasing and complaining, a plumber was sent round to check the boiler. Miraculously, he confirmed that there was a faulty part, and it needed replacing. This took a further week to sort. A total of 5 weeks with no hot water, and Brockenhurst did not appreciate the seriousness of this complaint at all, despite it being during the winter months. There were further small issues throughout our tenancy, including a leaking shower tray, and more mould. Emails were ignored, even though we actively used the company’s online portal system to report problems. As you can imagine, this became more and more frustrating. Due to job circumstances changing, we looked to end our tenancy sooner than we had originally planned. We had asked about a rolling monthly contact near the beginning of our tenancy, to which we were told would be okay. When we asked to do this at the end of our 6 months, a very different answer. Long story short, due to mis communication we then had to be out of our flat within the space of 3 weeks. Viewings were rushed, and some days were were barely given 24 hours notice about a viewing being organised. A viewing was even organised on the day we were moving out, despite us expressing our preferences for this not to happen, as we had a house full of helpers and it would be a mess. We attended the inventory check out, and the report was that the flat was in a much better state than it was prior to us moving in. Great! We then received an email from Brockenhurst about a week later, detailing the need and costs of repairs, cleaning etc. Totalling nearly £500! We were absolutely appalled. The kitchen worktop we had reported when we moved in, repainting walls and ceilings, and cleaning the porch floor.. The biggest shame is that some people will not have the time, energy, nor legal knowledge to think to dispute this. The money we spent on cleaning the property when we moved in, and maintaining it to a high standard, and making sure it was left in a respectable condition. It was outrageous. We immediately emailed back to argue why these claims were unfair, and thankfully had emails and photos backdated to use as evidence. It was not easy, and Brockenhurst tried their best to ignore emails, but ultimately, they didn’t have a leg to stand on. We even threatened legal action because we were so disgusted. Eventually, they wiped all ‘charges’.. funny that! In summary, despite having a beautiful flat in a beautiful location, our experience was dampened by the unprofessionalism of Brockenhurst and we would NOT recommend them to anyone.

I went to Brockenhurst estate agents in Ludgershall to fully manage my property for rental purposes. The initial meeting went well and all staff were polite and helpful, they even settled on a 8% management fee (below the 10% standard fee). I expected fully managed would meen I could get on with my busy lifestyle and not worry about tenants issues other than needing to rectify issues and the occasional repair work etc. This was not the case, I had calls from the tenants and texts complaining about Brockenhurst, saying they get no response for days sometimes albeit repairs work needed to be fixed. Now I know tenants can be pushy and complain, but I personally have had issue after problem with Brockenhurst and list as follows... Emails and phone calls not responded to at all, even after follow up calls. Staff would take a message and confirm lettings would call me back, to no avail. Eventually I would receive an email and even then, not answering questions I had asked. Not inspecting the property in the correct time frame, then requiring several prompts for the report. Payments were always inconsistent, albeit the tenants paid on time each moth. (Please consider this if you have a mortgage DD) Inconsistentancy with staff, I would often be passed between the Ludgershall and Andover branches and the staff. Often sales would email or call me rather than lettings. This caused lots of communication breakdown. The list goes on..after sending me an email apologising for the months of heartache, they offered me one months management fee as compensation, better than nothing I guess!! My wife and I have several properties and both agree to never step foot inside or recommend Brockenhurst again. If you have the time to be a Landlord and don’t mind managing your property even though you are paying 8-10% fees for someone else to do it then feel free to use. My advice is pay a little extra and go with Northwoods or Connells estate agents (highly recommend through past experience) you pay for what you get. Look at all the other negative reviews and consider prior to making a decision. In sum, stay clear....the positive side is they taught me a huge lesson and inside how to be a landlord and to a poorly managed company. Thank you and happy house hunting/letting.

I've been renting from them now for over a year, started off really well. When I logged maintenance issues with them they were quick to get someone out to me and their communication if there was a delay was top notch. Could not fault them. However, since a personnel change on their end things went rapidly downhill. I've just spent the better past of 3 months chasing them to fix a tap, by the end of this ordeal the leaking tap was a tap I could not turn off so was constantly on! Just got off the phone with my water utilities and I've just been hit with a £400 water bill! I've also been in the process of buying a house, and do you know what! Even if we liked the house if it was being sold by these guys we instantly rejected it just because they were the estate agents! Not an organisation I ever want to have any dealings with again as their level of organisation, customer services and professionalism was seriously lacking.

Appalling service!

I cannot recommend strongly enough that nobody should use this agency to even sell a dog kennel. They are only interested in their commission but allow sales to fall through due to their failure to respond to urgent emails, telephone calls and notes put through their door. They are happy to come and value your house but not so keen to tell tbe truth to potential buyers or see the sale through. If you want to get their attention then get rid of them - suddenly they are contacting you on bank holidays, Sundays or any time to threaten you with court action. Obviously their business is failing and they need to employ bullying tactics to get in every penny they can - even if they have done nothing for it. A very unpleasant and unprofessional MD leads by example so what can you expect. They do not adhere to client confidentiality and have been reported to the Property Ombudsman amongst others. When you mention their name to locals you realise what a dreadful reputation they have - too late!