Hi, Firstly we would love to understand which property this relates to, as we do not recognise the company name as a purchaser However, we always value feedback and thank you for taking the time to share your feedback. We're genuinely sorry to hear about your experience and understand how upsetting and stressful this must have been for you and your family. This certainly isn’t the level of service we strive to provide, especially during such an important and emotional time. We take your comments seriously and would welcome the opportunity to look into the details of what happened so we can address it properly and ensure it doesn’t happen again. Please feel free to contact us directly at your convenience—we’d really value the chance to speak with you and also offer the chance to help yo find an alternative property too. – The Brock Taylor Team

Thank you for your review - I am sorry to hear that you felt disappointed with the service you received from the office - which is unusual. However, We are obviously keen to try to answer any outstanding questions and make sure that we have fully answered your enquiry. Therefore, we will try to locate your details and reach out to you - or please feel free to call the office on 01403 272022 or email the team - sales@brocktaylor.co.uk. Kind regards - Peter & the team at Brock Taylor.

Hi Dawn, We’re sorry to see your review and are disappointed to hear that your experience hasn’t met expectations. As we don’t have any details to go on here, we’d really appreciate the opportunity to understand what’s happened and see if we can put things right. Please feel free to contact us directly at the office and we’ll do our very best to assist. Kind regards, The Brock Taylor Team

As the MD (Peter) I always personally respond to each and every review we receive. Thankfully, they are overwhelming positive as a rule as I have a fantastic team who really care. This is why when we receive a review like this, with no name, context, property or time line I find it incredibly frustrating as it means absolutely nothing to me. I have not, to the best of my knowledge, had anyone threaten to report us to the ombudsman, and if we did receive a complaint we deal with it within a couple of weeks in line with both the ombudsman and our own internal complaints procedure. Obviously, I am always happy to speak to anyone to try to answer and hopefully resolve any issues and would welcome the opportunity to discuss us this to understand what this actually relates to, and if it is a genuine review or not?! Feel free to call me, Peter on 01403 272022.

HI Hannah - Thank you for your feedback - we always strive to provide a first rate service and have over 300 5 star reviews to back that up. However, we always appreciate constructive feedback - although for clarity we were instructed by The New Homes Group - and so they advise us to provide feedback that to rather than you, which we did in the 3 weeks that the property was available. However, we understand you had to postpone your move, but am sorry to hear that you felt that a member of the team was uncharacteristically rude, which is unusual of them, or any of our team. As the business owner I will try to call you to discuss your feedback and see if we can learn from the experience or provide any additional assistance - or please call the office and ask for me directly. Thanks - Peter

Hello An, sorry we thought we had already responded to your review - but are DEFINITELY NOT horrible estate agents - you also failed to highlight that after your offer was accepted you DID NOT RESPOND TO CALLS AND EMAILS FOR 24 HOURS or pay our deposit - but then REDUCED YOUR OFFER. As there were 10 viewings and 7 offers we went back to the other applicants that had viewed and received a higher offer. We do understand it is challenging to rent in the current climate & rents have increased - but we had to chase you as our landlord needed to know what was happening & we didn't want to lose the other potential tenants too. You were not/are not blacklisted too. The other property had a tenant lined up - who advised us they were moving jobs so needed to withdraw - but then changed their mind as could still commute. Therefore, we called all the applicants booked in to cancel the viewings as it was no longer available. We do object to being called liars, mean & revengeful & providing and inaccurate picture of what happened - and will highlight this to Google - but obviously do still want to help anyone looking to move - so please call the office & we will talk through our response and try to help you in any future potential let too.

David - I'm so sorry we were not able to meet your requirements on viewing times. We always work with the homeowners to see if they wish to have open days or ad-hoc viewings. Most will opt for a weekend open day as like yourself some are also key workers or have families etc and an open day causes less disruption not to mention the need to keep the house tidy all week! We would very much like to discuss this further with you but unfortunately have no record of you with the above name so please do come in and see us anytime to discuss further and see how we can assist you for future viewings. As for the 1% commission you mentioned, our actual fee is 1.25% but like with all things is negotiable. Yes, houses have been going higher than their asking price over the last few months but that is down to the demand in the market. Again, please do come in and see us anytime for clarification. From Peter & the team at Brock Taylor.

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

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.

Thank you for your review, obviously we are always disappointed to receive a negative review of our service, especially when it is not a true reflection. For clarity, at no point would we ever be involved in a revenge eviction, however there are times when a landlord may want to regain possession of their property, that can be difficult for a tenant. When this situation happens our lettings team will always act with empathy in order to resolve any issues and try to help them find a new home. We always work with our landlord's to resolve any maintenance issues that might occur during a tenancy, both quickly and efficiently, although some will need further investigation. Although there is no information about who left the review I am confident that any maintenance issues are always dealt with promptly and so this review, if genuine, would not be experienced by a tenant that has rented through Brock Taylor, as our many 5 Star reviews will show. We have also been awarded the title of "Best letting agent in Horsham", by the British Property Awards, after being mystery shopped on multiple occassions too.