James, at no time would we ever be anything than 100% truthful on a transaction, indeed our transparency is a key aspect of our service. However, we do understand buying property is stressful and delays that are out of your, or our, control are very frustrating. For clarity, there was a short chain, where your vendors were buying a probate property, that was awaiting probate to be granted. Unfortunately, no one expected a will to be contested, that caused the probate to be paused, but this information was relayed to you. Unfortunately, this situation created extensive delays. However, especially in the current market, there is not a need to keep a buyer hanging on for a protracted period, as there are typically multiple buyers for each property for sale. Indeed, when the property you were buying was re-marketed it immediately resold for significantly higher, as the market had moved on. Naturally, we are disappointed that you were unable to buy the house that you offered on, although this was not due to any form of lies or deception. We are also unaware of any misinformation relayed between the parties involved, but sometimes information is misunderstood or misinterpreted, that can cause confusion. Unfortunately, this is just another frustraing example of the conveyancing process and delays that can occur. We hope that you have now managed to find a home and wish you every success in the future.

Hi Callum - Firstly, we do care about our reputation and so are disappointed to receive a one-star review, but do want to resolve any issues. However, we have tried to search for your contact details, but can't find them on our database, and can't find any messages? For clarity, we have no issues with Universal Credit, and would be unaware how someone pays their rent until they have registered with us. Therefore, can you please confirm how or where you left us a message call the office on 01403 272002 or email lettings@brocktaylor.co.uk so that we can help you? Obviously, we would also request that once resolved that you remove the review too....Thanks - Peter & the team at Brock Taylor

If you really want to read a review of Brock Taylor's service then there are over 200 5 star reviews to peruse. However, I always feel it is good to respond to every review - even if it is not actually a review of service received. Having lost a parent to Covid this month I feel this review is both insensitive and unjustified as we are acutely aware of the necessity to follow strict protocol to maintain safety. Therefore, we have worked extensively to create a safe environment for staff & the limited visitors who attend our office during the current pandemic. We have undertaken and updated a risk assessment and furnished the office with protective screens, both to protect the staff from each other & visitors - although as they are clear perspex this may not be visible from outside. In addition, the office has multiple hand sanitizing stations and all staff do wear masks in the office and undertake social distancing. Admittedly it can be difficult to be heard on the phone whilst wearing a mask, so if safe, we do allow staff to talk without a mask for short periods as long as it does not compromise a colleague. Perhaps if you would like to make yourself known to us we can show you the risk assessment and measures that we adopt daily that has helped keep the whole team safe. If you have concerns, rather than dish out a 1 star review (that isn't really a review is it?), would it not be better to query this with the team so that they could alleviate any concerns and highlight the hard work that has been undertaken? Anyway - I feel a one star review, of this type, typically says more about the reviewer, than the reviewed. I trust this clarifies our position and that we totally disagree with the claims being made.

Dear Mr Matlock, as you can see from the high number of 5 star reviews that we have received through Google we are not used to receiving a 1 star review. Therefore we were disappointed to read that you were unhappy with the experience of buying a flat. From reviewing the file notes and reading about the property it would appear that although it does have a boarded loft, as well as direct access from the property, there are restrictions in the lease on storage. As the property had been acquired and was now being sold, by a part exchange company, this information was not highlighted to us. Naturally, we too are frustrated that you have incurred costs and did try to offer a solution to mitigate this. However, we are also keen to learn from any customer, so would welcome the opportunity to discuss this with you. I will look to make contact, but otherwise please call 01403 272022 and ask to speak to Peter.Otherwise we wish you every success in the future.

HI - we're sorry to see that you provided us with a negative review. Naturally we always try to resolve any issues that you may have encountered, but also understand that it doesn't always go right for everyone. Therefore we would welcome the chance to try to understand how we can improve in the future or resolve this situation. kind regards.

Thank you for reviewing us, however we can find no trace of you on our database, so please contact us on 01403 272022, so that we can understand why you provided this rating, especially is there is no additional information. As a company who has a very strong history of providing great customer service we would welcome the opportunity to try to resolve any issues that you may have, or ask you to remove the review if it has been left in error. Kind regards.

Thank you for your review David, although its disappointing to receive a negative opinion of our service, especially as it appears that you did not rent a property through us. For clarification we have a standard charge for referencing, registering a deposit, organising services and setting up a new tenancy agreement, that does cost around £200 when VAT is applied, although it is one of the lowest rates in Horsham. Tenants fees as a whole are likely to be withdrawn this year, although where this happened in Scotland it has subsequently lead to an increase in the average rental value, so isn't really the solution to a larger scale issue on housing. As to your comments about estate agents being obsolete in the future this is unlikely, as more than 90% of sales are still managed and arranged by "traditional" high street agents, who are also on line too! Naturally we would be delighted to help you in any aspect of a move in the future and would relish the opportunity to go through our costs with you and look to overcome any concerns with you.

Thank you for your review. I understand that this feedback related to a tenancy that you had looked to undertake in 2016, that did not go ahead as the landlord requested a fixed 12 month tenancy, but you wanted a shorter period. For clarity, we would never knowingly change a contract or mislead a client - or potential client - although understand an initial document was issued incorrectly with a break clause. However, we did try to discuss this directly, without success, and your deposit was refunded without the need to go to court. We would still welcome the opportunity to meet with you to discuss this matter as we are an independent company with a strong focus on customer service. Please feel free to call in or contact us on 01403 27202. Kind regards.