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Review summary
Whitegates Estate Agency Limited has room for improvement based on customer feedback. Customers particularly appreciate professional and service, though some mention concerns about communication and customer service.
Been a tenant for 3 years. This situation has been extremely challenging, unprofessional, and discriminatory. Despite sending numerous emails to the office, particularly to an individual named Olivia Laycock MARLA, the Manager, my £2500 deposit has not been returned, and I have been denied a copy of the lease agreement. As a consumer and tenant in the UK, I am entitled to request a copy of the lease agreement and the return of my deposit. I have lodged a complaint with their Complaints Department, but have not received any response. I have made countless phone calls, only to be hung up on. My tenancy agreement ended in October 2024, yet I am being pressured to pay rent until March 2025, despite vacating the property in April 2024 and fulfilling my lease obligations until the end date. I have personally experienced bullying and disrespect, including an incident at their main office involving their main director, Mr. Chan, with Olivia providing cover for him. With no other recourse, I have resorted to legal action to recover my funds. I urge others to steer clear of these individuals, as they exhibit unprofessionalism, rudeness, and discrimination.
An absolute nightmare of an experience. I would never recommend such unprofessional service to anyone. I was constantly chasing them for updates, as they showed no initiative or effort throughout the process. They confirmed in writing via email that my bid had been accepted and sent instructions for the next steps.
I proceeded with AML checks, which I paid for, spoke to a solicitor, took a day off work, and arranged a meeting with a mortgage advisor—only to be told later that someone else had made a higher offer. Of course, a higher bid means a higher commission for them, so they handed it over to the other buyer without hesitation.
Even after this, I received no communication from the Crewe agency. I sent several follow-up emails, all of which were ignored. In hindsight, I should have paid attention to their one-star Trustpilot reviews before dealing with them. Please, do yourself a favor and stay away.
Whitegates estate agents Walton Vale unprofessional! I enquired a property to rent ( WALTON VALE LIVERPOOL ) via rightmove approx 2 weeks ago, phoned them up last week in which they took my details and said there should be viewings next week.
Double checked Rightmove today and the property has been taken off! What a waste of space, the staff lack communication and customer skills, how they keep in business.
If I failed my customer twice my line manager will be asking questions! Over looking a customer once is bad enough, but, a second time after a complaint has been there's something wrong and must be sorted before a third complaint goes in
Sorry but where do you get some of the prices of some of your rents from? Looking at images of some of your properties available for rent and I'm shocked. £700pcm for a 2 bed terraced house with a room with no flooring, exposed pipes and decor that looks outdated even by 90s standards? We're not talking in a city centre here either we're talking a small town in West Yorkshire. £650pcm for a 1 bed house which again, has a room with no floors, white goods that are incredibly stained with tobacco, no wonder young people and families can't afford to move!
I have just sold my property through Whitegates Heanor I was pleased with the service and kept informed regulary,we had a minor set back and this was dealt with efficiently and the sale went through .I dealt with Natalie and Aby and wouldn’t hesitate to recommend them .
First of all i want to say i do not write online reviews this is out of pure frustraion and getting nowhere with them!! Milana one of the workers is very rude and has even put the phone down on me for no rason. have been passed around to 3 different people. Milana made promises just to get me off the phone, then did not come though with what she said. Even the MD got envoled Mitul and Jame still no change, hopless. Below is one of the many emails i have sent them. (if only i can post photos)
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Hello you have done this about 3 times you have scheduled and not turned up and you have the key !!
I have had numerous call from BT (Raj) saying there going to bring the router, Raj told me malina/Whitegates has the router. It been over a week and still no one has been bothered to drop it off. Continued shocking service from Whitegates/Martin & Co. Almost 4 months now no WiFi !!! And expect people to pay for a service there not getting ???
Somebody needs to check the boiler as well it is not working properly the pressure drop every morning, and has stopped working a few times I had to restart it. The pressure should not be dropping like that everyday. When was the last time the boiler was serviced ?? Can you please give me a date. You have advertised this property as furnished and I have been very patient and waited for this to be replaced but it don’t look like you guy can manage basic customer services, like making a call and updating your service users. I have attached pictures of the sofa which has been like that over a year and a table. Please give me a date when you intend to have these replaced. Also the extractor fan in the kitchen hasn’t worked for over a year and the grease is everywhere.
I have sold many properties with various agents and I can honestly say that Whitegates have been the best agents.
They sold a house for me recently which was difficult as it was tenanted,they kept me informed at all times and achieved a good price.
All of the staff were very professional and efficient, a delight to work with.
I wholeheartedly recommend them
I dont review but this i had to,, worksop/mansfield branch
I am one of these people that never review anything but this i have to!!
Whitegates are amazing when you want to move in somewhere, one of the more expensive places but they will get you in as soon as.
However the help ends there!!
During my tenancy under these people it had taken a month to sort out a boiler that wouldnt heat anything.
Also in a spare room there was leaking from in the loft and also what is suspected to be a broken pipe under the kitchen floor also never got sorted for the almost 7 months before i eventually left still today not sorted.
I called to give my notice in the beginning of novmber i had spoken to switch board explained to them the situation and was told i would recieve a call back waited a week and nothing assumed it was ok, a week later spoke to my actual landlord as i thought it was strange i hadn't heard feom even them they never got told i was leaving and caused them so many issues aswell.
It doesnt end there oh no, they moved my deposit into a different scheme after i gave my notice to leave in the beginning of november which incurred 30 day protection at the new company, meaning i couldnt access my own deposit remotely until 18 December. Which would then take however long to get to me what with it being christmas. I got in touch with the deposit agency they gave me a solution, simple, get the estate agents to send an email asking to lift the period with a tenancy agreement and a reason as to why. Oh no that is too easy for them they send a generic email, 4 times i call the deposit company and each time they tell me they havent recieved what they needed. Now its 5 days to process an email for them so at this point i have to wait for the period to be over anyway because whitegates couldn't do their job properly, i rang again today fairly annoyed at this point to find out why they hadnt sent over what was asked of them and the attitude i got back was unrealistic being told its not this womans fault and im.not the only one with a bond i cant get too so mraning its not just me thats been screwed over. Use common logic dont move deposits after a notice to leave has been given!!!
Moving out with these people is quite possibly one of the most stressfull things you can do especially in the month of december. Do not go for these too expensive to move in and horrid when moving out.
thank you whitegates huddersfield team and a special thanks to Emily Baxter. As a foreign student i appreciate there help and cooperation with me they were very understanding and helpful. For any student looking for accommodation i recommend you to give whitegates a visit.
Whitegates Coventry have some nasty folk working for them. Be very careful.
When I rented through them, agent John phoned me about 3/4 through my tenancy and asked "when are you planning to move out because we want to sell the property." So I told him, in January at the end of tenancy agreement.
Roll around January, I've packed up and I'm ready to go - I phone Whitegates to ask about exit arrangements, what to do with keys, etc and they told me I had to pay them a further months rent because I hadn't informed them I was leaving... erm, yeah I did, when John phoned and asked "when are you leaving?"
I told them about this and asked what the purpose of that phone call was if it wasn't to schedule a leaving date. I also said that I felt I had been mislead as a result of that phone call.
Well, Whitegates don't like complaints and, like I mentioned before, they can be quite nasty. So, they repeatedly avoided answering my very simple question about why John phoned me and asked that question. But the really nasty bit happened next...
I don't remember his name, so I'll just call him John's tall colleague, or JTC. JTC started a campaign of lies and exaggeration to take as much money from me as possible. I'm guessing John didn't like that I complained, and JTC wanted to get revenge for his buddy.
He tried to take money from my deposit for things that were already in poor condition in the property. This included a waterstain on a curtain that was always there, a curtain I immediately took down when I moved in and didn't use which John and JTC saw during one of the many unnanounced viewings they did of my apartment, a rip in a net curtain that was there before I moved in, cardboard in cupboard that had always been there, (also I say 'net curtain' this was a pathetic bit of fabric rigged up on bit of insulated wire), and I left a couple of tea bags, a mug, and some cleaning supplies for the next tenants as a kindness - someone did that for me once and it was a lovely gesture because you need those things but don't think to take them with you when you move in. Sure enough, JTC decided all this was worthy of being charged hundreds of pounds.
Of course I disputed this, and JTC told me he had a video. So I said, ok, show me the video and we'll see if your 'findings' are accurate. Then, the video mysteriously disappeared, almost as if it had never existed or as if it proved JTC was lying through his teeth.
I haven't even got to the best part yet. JTC also fined me for not regrouting the 30 year old bathroom. I guess I neglected that clear and obvious tenant responsibility to regrout the landlords bathroom for them.
Unfortunately, John and JTC got their nasty, petty revenge on me for complaining. I just gave up because I couldn't take the stress they were putting me through and let them take my money. To this day I regret not fighting harder but they had me outnumbered and refused to acknowledge any of their wrongdoing and disappeared a lot of evidence about their conduct.
I will probably never get my money back, and it will always hurt that I allowed myself to be so badly ripped off. However, there is one thing I can do, and vow to do until Whitegates Coventry either refunds me or closes down, and that is to warn everybody I meet and everybody I reach about my experience.
If you would like to know more, please PM me. I still have the original email exchanges and they make for very interesting reading.
Update: Despite my requests to get in contact and sort these issues out with Whitegates, they instead had my review taken down by claiming it was in the wrong place. When Trustpilot informed me of this, I sent a screenshot from their website advertising the Coventry branch.
Sure enough, Trustpilot put my review back. I'm just further shocked by how this company operate. Rather than sort out an issue, they tried, and failed, to brush it under the carpet. Shocking behaviour.
Whitegate's is a disgusting place that uses scare tactics used to frighten tenants even though they already paid a huge amount to Whitegates in made up admin fees and rent in advance and bonds for a service which is not worth the money.
The fact that I've had a mouldy house all over the walls for 11 years, kitchen cupboards falling apart held together by sticky tape and glue for 11 years, gaping holes in the floors to the cellar where vermin get into my kitchen is neglectful and breaches their contract of fair repairs.
I had it independently assessed by someone who works for the council who assesses housing for a living and he said "if it were a council house it would not be habitable and needs a lot of work to bring it up to standard"
Whitegates treats tenants like criminals demanding they give immediate access to their property for gas safety checks instead of arranging properly and making appointments like normal people.
Whitegates expect tenants to drop everything, their jobs, their family commitments, their businesses which I have all of and make themselves available to have periodic visits and gas safety. I dont have an issue with these visits at all. But threatening to break into my property because I was working over 100 miles away is not legal and that is what happened with Huddersfield Branch as I have been a tenant for the last 11 years they decided to treat me like a criminal by threatening the landlord would come along which abuses the 1988 law where the landlord can come to make repairs within 24 hours of notice, but this wasn't for repairs and therefore doesn't apply. I will be taking legal action against Whitegates and update you all
I can't thank the staff at Whitegates enough, Barbara at Huyton, Tracy, Rebecca and Abbi at Prenton made the emotionally unpleasant task of selling the family home both easy and comfortable.
Sadly, i lost my wife 2 years ago and am not computer literate, the staff, guided me through the whole process with outstanding professionalism, i can't speak too highly of them and would recommend the company to anybody.
Regards Mike
Where do I begin?! This company is probably the worst I have ever dealt with and I used to be an estate agent! No customer service whatsoever! Taylors initially took on our property to rent out and were taken over by Whitegates. The issues started when Taylors were finding a tenant, the agent dealing with the let was rude and even sent an email which had to be blocked by my IT department for profanity! Needless to say I was not impressed. Then when the initial 6 months came to an end I was advised (after chasing) that the tenant had extended the contract for another 6 months so I assumed everything was ok. The tenant had not extended the contract, the agency had let the tenancy go into a periodic tenancy, they had charged the tenant more rent than agreed, and the customer service level was worse than before. I then complained about the service and the above amongst other points which are too lengthy to go into. After trying to get my complaint across to 3 different members of staff ( all emails were ignored ) I eventually emailed the directors PA who responded pretty much straight away promising to look into the complaint and come back to me with a full response. This never happened, instead I was eventually emailed by a member of senior management. I met up with him in June and we agreed that we could cease management as he agreed we had received bad service. To date I am still trying to sort out issues with the company and the property manager has not transferred the deposit as requested. They have been chasing the wrong tenancy deposit scheme as they thought they had lodged it with DPS when actually it is with TDS, even though the tenancy agreement states the deposit is registered with DPS. I am awaiting a full response on why the estate agents put the rent up without telling us, why the tenancy agreement has gone into a periodic tenancy instead of a fixed term, why it has taken from the end of June when we agreed to cease management I am still chasing this terrible company to wrap things up. I am also waiting for some compensation due to the amount of time and effort I have had to put into managing this property when I have also paid Whitegates to manage it. All they have managed to do is make an entire mess of every single aspect. I am extremely disappointed and after being assured that everything would be sorted I am still waiting.
*I have had to re write this review as Whitegates had reported it for containing staff members names. I would like to add that on Google reviews, multiple staff have created fake reviews saying how wonderful Whitegates are.
** 04/10/2018 bearing in mind I have been waiting for the deposit to be transferred since June, which has now finally be done, I have received a statement this morning from the accounts team stating that they have transferred £157.44 into our chosen account. Not the £765.00 James has responded with in this review. What I find laughable is that as soon as you feel you have finalised this complaint, you take to trustpilot in an attempt to clear your name. If you would've come back to us, addressed our issues in the first place and resolved this there would've been no need for the constant to-ing and fro-ing I have had to do and I would never have left a bad review. You agreed at our meeting that the service we received from you has fallen short of what should've been received, you weren't surprised either and made the suggestion that we were not the only ones who had received rubbish service. You wanted to give us the chance to start afresh with the newly branded whitegates and new staff members. The transferring management over since June has been terrible so I am glad we didn't take you up on your offer! either your staff are incompetent or you are. With regards to the email containing profanity, you stated there was nothing you could do when we met up and now, for the purposes of other potential clients reading this review, you are stating you can get this looked into? Come off it! The deposit took months for the right person who was authorised at your end to return it. With regards to the rent increase, you stated this was discussed with our tenant and was acting in our best interests. We never wanted to increase the rent, I think this was merely a way to increase your monthly take as managing agent. Our tenant was told the amount to pay whilst in the office, no discussions of a rent increase, no paperwork NOTHING!
Received appalling service from the Wakefield branch whilst buying our house...
We had no choice but to go through Whitegates Wakefield given the house we bought was put up through the branch. We were very apprehensive about the process having read all of the negative google & trustpilot reviews. We also had the added nerves being first time buyers and having already been let down on a few other properties throughout our search. Thankfully, we are now happily moved in and have been for a couple of weeks but the journey to get here was disgraceful.
The first few calls we made with Whitegates could not have been any more helpful and the estate agent was so lovely to us. It was perfect up until our offer had been accepted by the vendor. At which point onwards, Whitegates would not pick up the phone, they wouldn't return your calls, sometimes they had a voicemail option but most times they didn't, they occasionally responded to emails, and when you managed to get through by phone to chase an email they hadn't responded to (which happened alot) the estate agent would say the email had been 'lost'/ 'missed' somehow, or 'oh, I'm sure I replied to that'.
Throughout the process whenever we were able to speak with the estate agents she was extremely rude, very unprofessional, and very happy to brush any questions you had away from them. On some occasions our calls were responded to with the phrase 'what do you want' or a very blunt 'yes'. We were tutted at, we were huffed at, and talked down to alot on more than one phone call.
On moving day after attempting to get in touch all morning, we were told we couldn't collect our keys until the following week given they were closing the office at 2pm due to lack of staff (when it should have been closing at 5pm). We were told this at ten to two on a Friday, knowing we lived in York - a 45 minute journey away so we couldn't possibly have made it. We had the days booked off for moving and a moving van booked and paid for so you could understand our frustration having been trying to get in contact for hours that day. To top this off, they had been in possession of the keys since the day before and hadn't bothered to get in touch to let us know we could collect them. After stating how poor we felt this was and expression our frustrations, (as you would but may I add with no foul language, no shouting and no aggression, just pure frustration) we were responded to by 'no, no, no, i'm not having you speak to me like that!'. This was totally unnecessary and completely inappropriate, so I asked for an apology - of course she very rudely refused to apologise and then constantly cut me off from speaking, and I was eventually hung up on.
The experience was absolutely appalling and I would not expect this to have been provided by a professional company.
I do not know whether it was just me and my partner the estate agent had an issue with but judging from some of the reviews I have read about this branch, many others have had the same experience from what would appear to be the very same employee. I cant speak for the rest of the branches but I would recommend avoiding Whitegates Wakefield.
There is so much more I could write but I think you get the idea...
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