Hi Darrian, Thankyou for your review. I am left somewhat confused? The fridge/freezer has nothing to do with Whitegates and i am sure people reading this review will understand this. I am sorry for the previous seller leaving the property in that condition however this has absolutely nothing to do with Whitegates. The day of your key collection was carried out by our sales team who knew who you were upon arrival. We were unaware of anything you was not happy with prior to completing on your property nor afterwards. I hope that now time has passed you will edit your review. Thanks James Lacken Branch Manager

Hi Christopher, Thank you for sharing your feedback. We’re sorry to hear that your experience didn’t meet expectations, and we’d like to take a moment to address some of the points you’ve raised. Regarding the valuation, Whitegates valued your property at £315,000 on the 4th October 2024 and while you chose to list with another agent at £340,000. Whitegates did confirm within writing, we would be happy for you to market this property at a higher value should you wish to do so. It’s important to note that estate agents often have different approaches and recommendations, and we always encourage clients to seek multiple valuations. The variance in pricing isn’t unusual, and we’re delighted that you were able to secure a sale at a higher price through another agent. Ultimately, that’s what matters most – achieving the best possible outcome for your property. As for the property you were interested in, we fully understand the frustration with the delays. The situation was unique, as the seller had passed away, and there were no family members who could assist with the sale. The seller also acted as the solicitor handling the process, but unfortunately, the solicitor’s firm closed down, which caused significant delays even after the property was transferred to a new acting solicitor. In terms of the negotiations, Whitegates has no bearing on them; they are always subject to the seller’s decisions. I can see that the sellers chose not to negotiate on the price due to the number of other interested parties in the property. We did our best to communicate throughout this process, but due to the circumstances, there were communication gaps. Once it became clear that there were ongoing issues, we made the decision to terminate the agreement. However, weeks later, the acting solicitor contacted Whitegates to apologise for the situation and requested that we relist the property. When this happened, we were able to manage the sellers' expectations regarding value and made attempts to contact you to see if you were still interested. You then confirmed with Megan in our sales team you were no longer interested in the property. We strive to provide the best service possible and value constructive feedback to help improve our services. I have passed your review onto the team, and I can see that Debbie, our Director, will be in touch moving forward. Kind regards, Lydia Customer Success Team

Hi, thank you for your feedback. We're sorry to hear that your experience wasn't up to your expectations. We would love to understand what went wrong and how we can improve. Please feel free to reach out to us with more details so we can better assist you. If you would like to discuss this any further, please contact myself directly on 0151 535 0800. Lydia Customer Success Team

Hi Jay, We’re truly sorry to hear about your experience and sincerely apologise if our service did not meet your expectations. Providing excellent service is our top priority, and your feedback helps us identify areas where we can improve. If you’re open to it, we’d appreciate the chance to discuss this further and make things right. Please reach out to to myself personally on 0151 203 0325 or let us know how we can assist you directly. Thank you for bringing this to our attention, and we hope to have the opportunity to improve your experience in the future. Best regards, James Lacken Branch Manager

Dear Kevin, Thank you for your review. However, after thoroughly searching through our systems, we are unable to locate you or your mother’s file. If you wish to discuss anything further, please don’t hesitate to contact me directly on 0151 523 0800. Kind regards, James Lacken Branch Manager

Thank you for your review, and I want to sincerely apologise for the inconvenience caused regarding your viewing on 21st November. We completely understand how frustrating this experience must have been, especially given the effort you took to attend the appointment. Unfortunately, the issue with the key arose due to unforeseen circumstances beyond our control, and we deeply regret the short notice provided. I understand that the team called you half an hour before your scheduled viewing to rearrange, but as you had already arrived at the property early, this understandably left you unhappy with the situation. I can see that the team subsequently rebooked the viewing, which you were able to attend successfully. While it is common in the industry for viewings to occasionally be rescheduled or cancelled due to unforeseen circumstances, we appreciate this particular situation was inconvenient, and we sincerely regret the impact it had on your time. Thank you for bringing this to our attention, and please don’t hesitate to contact us if there is anything further we can assist with. Kind regards, James Lacken Branch Manager