Colubrid Avis 5

1 Viewing in 6 weeks in a prime area while other homes in the area are selling around us.

I am writing to express my disappointment with the way our property has been managed.

We were informed that viewings were scheduled to take place today, yet we have received no communication whatsoever—no confirmation, no updates, and no indication as to whether these viewings actually went ahead. This lack of contact is extremely frustrating, particularly given that we have been relying on your team to manage this process professionally and proactively.

More broadly, the level of communication from your side has been consistently poor. We have had to chase for updates, and even then, responses have been limited or delayed. As your clients, we expect to be kept informed—especially regarding something as important as viewings.

Today’s situation has only reinforced our concerns. We arranged our day around the expectation that viewings would be taking place, only to be left completely in the dark. This is not the level of service we were led to expect.

We would appreciate an immediate update on:

-Whether any viewings were actually scheduled or carried out today
-A clear explanation for the lack of communication

Moving forward, we expect a much more consistent and proactive approach to communication. Please treat this as a formal complaint and confirm what steps will be taken to ensure this does not happen again.

We look forward to your prompt response.

We sold our property through Colubrid Estate Agents, and although the process took around 10 months and involved challenges—including losing our first buyer—the team remained outstanding throughout.

Rob, in particular, was excellent. He managed the buyer side with great professionalism and kept everything moving despite delays from solicitors. He was always polite, supportive, and proactive, which made the whole experience much smoother for us.

Thank you for your excellent service—we truly appreciate it and would highly recommend Colubrid Estate Agents to anyone buying or selling a property.
Kind regards,
Md Rahman & F Akter

I wouldn’t recommend this estate agent to anyone. The service throughout was incredibly poor and unprofessional. I was laughed at by a member of staff when I asked for a simple update, and on another occasion was told, “you don’t pay our bills” — a shocking response from a company supposed to support you through a major life event.

Communication was consistently lacking, leaving us in the dark for long periods during an already stressful process. After a long and painful experience, we did finally complete — but it was not thanks to their support.

This agency seriously needs to re-evaluate its approach to customer service and invest in proper training for its staff. Buyers and sellers deserve better.

The staff could benefit from improving their communication and customer service skills. There seems to be a lack of coordination, as we were asked the same questions multiple times. Additionally, the tone of the interactions felt quite aggressive. I believe that attending a customer care course could be beneficial for the team. Having dealt with many people and services over the years, I feel that some training in this area would greatly enhance their service.