butters john bee - Estate and Letting Agents Hanley Avis 

Yet again lied to by butters John bee. How this company is still a company I will not now staff rude never return calls. Even when u contact the company who brought them out spicehart they are as useless has them.

The only reason I'm leaving any review at all is due to the fact that it's been 2 months and I've still heard nothing back from the Hanley branch besides a short call where they claimed the people I'd been emailing no longer worked with them or were conveniently on annual leave, but neglected to provide an alternative point of contact.

The concierge team have been fantastic and have chased for a response on my behalf every time. The fact that the people in the Hanley branch don't even respond to their own concierge and property management teams is disgraceful. On countless occasions I've tried to confirm a move-out date, to which they responded in the short call I had with "We never had it in writing, so no". The property is also more than a month overdue its gas safety inspection, as its certificate expired in March. They said they'd contact me to arrange the inspection, but that never happened. They also excused the fact that the landlord allowed illegal entry into the property for someone without first informing me, and it wasn't until I got home from work to find my garden gate wide open and things inside the property moved, that I found out.

The cherry-topper is the fact that they've sent me multiple 'Rent Arrears' letters claiming I owe money, but for a seemingly random amount. I pay my rent in full every month without fail, and have the bank statements to prove it. Roughly 20 attempts to call them in the last month or two and numerous emails sent, but still no answer. Absolutely shameful service.

If only their concierge teams could replace this branch, then perhaps work would actually get done.

Edit:
You've made one attempt to contact me since the short call I had with a member of staff, and that was just a snarky email in a feeble attempt to dismiss the reported issues. I also asked about your complaints procedure, to which I was advised emailing you directly with a written statement - to which I had no response until 2 weeks later with your dismissal. I STILL don't have written confirmation regarding the threatening letters I've received, and STILL haven't got anywhere regarding the illegal entry into the property.

But thank you for your desperate attempts to contact me over the last 2 months to get these issues resolved. My heroes.

Thanks a million for a great day.
Great customer service, extremely patient, answered all my questions in great detail, took me round to see additional properties and spent the extra time talking me through the process. If that isn't customer service then you must be an alien. Great tattoo as well. Elle Cooper was amazing...🐝🐝

We have just purchased a house for a buy to let. Lauren at the hanley office was very helpful. Excellent communication can't fault the service. Thankyou for all your help.

I phoned on Monday after seeing a property advertised at weekend. Left a message with concierge service for call back, phoned again 2/3 times on Tuesday and got call back at 1715. Explained our situation & was told that my question would be put to vendors and I would have a phone call Wednesday with answer. No response. Phoned Thursday 4/5 times, still phone being answered by concierge team, messages left, never answered, the last phone call on Thursday, pointed out that it wasn’t ‘good service’ etc and by 0845am Friday morning I had an email to say, that vendor had gone with another buyer!! I will never be able to
prove, if delay in getting back to me on Wednesday & Thursday would have made any difference and of course BJB will say not.
Just seems a shoddy way to run a business and does not meet the level of customer service skills I was trained in.
Very disappointed.

We sold and bought with BJB in September. During months of delays and complications (none of which were BJB’s fault or doing) Lucy, Penny and Lynne at the Hanley branch could not have been more helpful, polite and professional. During what was an incredibly stressful time, they were always on the end of the phone offering support and information. More importantly a rant always ended with a giggle - which for me kept me going. They were personable and honest which is all I asked for.
Thank you guys!

I had a positive professional quick sale within 2 days of putting my house on the markert… with a cash buyer and no chain from us or them…

Unfortunately the completion of this sale took 45 weeks, may I add this was down to our solicitors not butters,

I had a lot of up and downs, anger, frustration and stress during this time,,
For the first 5 months I didn’t have much support, then I spoke to Lynn Beecham from the Hanley office, she was a dream come true, I felt a weight lift off my shoulders and hope for a completion after speaking to her for the first time, although the completion still took a further 5 months Lynn worked so hard trying to chase things up between the solicitors for me and always kept me in the loop, without her I wouldn’t have known half of what was going on and where my sale was up too.she was amazing and very supportive, she is a real assets to the company… well done Lynn she alone deserves the 5 star rating. Thankyou again….

Rebekka and Ellie at the Hanley branch have been superb in every way - from advertising my rental properties and achieving tenants within 24 hours on 3 separate occasions, regular updates and excellent communication throughout.
I would not consider any other lettings agency as they provide everything I need and more!