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 Phillip, Thank you for your feedback, and I’m truly sorry to hear about your experience. I’ve tried to locate your details in our system, but I’m currently unable to find a record of your enquiry. At Whitegates, all enquiries made through platforms such as Rightmove, Zoopla, and others are fed into our central CRM system. Our Sales/Letting Team makes every effort to follow up with all leads for up to three days. If we don’t receive a response, the system may automatically archive the enquiry, with follow-up emails sent out. I completely understand your frustration—especially if you feel communication has been lacking. That’s certainly not the level of service we aim to provide, and I’d genuinely appreciate the chance to speak with you directly to understand what happened and how we can put it right. Please feel free to call me on 0151 523 0800 at your convenience. Once again, I’m very sorry that we’ve fallen short of your expectations. We’re a local team that takes pride in serving our community, and I’d really welcome the opportunity to change your view of Whitegates. Kind regards, 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