Williamhbrown Avis 

No wonder William H Brown have an average 2 Stars on Trustpilot, because their staff are rude and unhelpful - and their systems are completely amateur. I have just spoken to their March Office and I would never be able to do business with people who are so disrespectful. I just needed to know why a reference was taking so long - and no-one at William H Brown appears to have responsibility for this aspect of the business and when mildly challenged they chose to hang up !! This is a business in crisis and they will close very soon if this is the best they can do - avoid William H Brown at all costs

Norwich branch - Unorganised, didn’t send us any information regarding the day our contract starts, no one met us and everyone contacted on the phone kept telling us different information. They sent us a bill on friday to pay and shut over the weekend, didn’t answer our calls on monday morning so couldn’t pay it until they picked up after an hour and a half of calling. We then sat around for six hours before we could even collect the keys.

I found the Leeds Cross Gates branch of William H Brown, and particularly the branch manager Rachel, extremely unprofessional.

There were numerous issues with the way our property was marketed:

• The property was listed as a “terraced end”, despite being a mid-terraced house. A photograph was also uploaded showing our house as the second from the end, alongside the actual end property — our neighbour’s bungalow. This was potentially very misleading to prospective buyers and could easily give the impression that our property was a bungalow.

• The garage was completely omitted from the advertisement for the first two weeks, despite being an important feature of the property.

• A different sales person turned up to each viewing, with no more than a minute advance of the potential buyers. Therefore had no familiarity with the house, hidden storage, etc. Comparing this to our new estate agent who use a fact sheet, and consistent sales people doing viewings, it is like night and day.

• When drawing up the contract, the fee was set as a percentage of the initial asking price. This was particularly frustrating because this was immediately after we had openly acknowledged that we were initially marketing above what we considered to be the realistic market value. It felt as though we were being put in a position where, by agreeing to test the higher asking price, we would potentially pay a higher fee as a result.

• Communication and updates were also extremely poor. We received barely any updates about the performance of the property or what was being done to improve its chances of selling. When I called to ask why performance was so poor, Rachel rather rudely responded: “You’re one of our most frequently updated/contacted customers.” My response was that this was because we had to keep calling them to point out issues such as the missing garage, typos, incorrect photographs and other problems with the listing. Being contacted frequently because the customer repeatedly has to chase problems is not the same thing as proactively keeping a customer updated.

• I sent Rachel a carefully considered and constructive email setting out my concerns. When I later called to discuss these issues — along with several others — Rachel denied ever receiving the email, even though my cc'd partner received it.

• During that phone call, Rachel mocked me before putting the phone down. She apparently did not realise I was still able to hear what was being said. My complaint had also raised concerns about her colleague Faye and the lacklustre nature of her email responses. I had remained polite throughout, even apologising for being particular about the photographs. After I was supposedly off the call, I heard Rachel say to Faye: “Yeah, your tone! He complained about your tone!”

That final incident was particularly disappointing. Rather than considering whether the customer's complaint might have been justified, my impression was that the complaint was being discussed in a dismissive and personal way between colleagues.

There were other issues that I haven't included simply because Google reviews have a character limit, but overall I was extremely disappointed with the level of professionalism, attention to detail, communication and customer service from this branch.

Based on my experience, I would not recommend William H Brown’s Cross Gates branch.

Well went to view a property. Put an offer in and they said they went having a think about.. vendor )to find out another viewing the next day. Bad experience. Told me they would phone me in the morning had to chase all too much effort.
Wisbech branch

Buying and selling it’s hard enough without having poor estate agents saying one thing. Then doing another.

Excellent service thanks special extra thanks to Tom, William and Sarah for their help.

Scarlett King from Bank Plain Norwich branch guided us through our new mortgage. She was really pleasant and very professional. She kept us updated throughout and answered all our queries of which made it so easy. She was always at the end of the phone if we had any queries. I would highly recommend her to anyone.

Please save yourself the heartache and the frustration and do not use W H Brown Wakefield. In 20 weeks we have had two people view the property, we have dropped the price by £50k and yesterday attempted to call the branch 20 times following 3 email's regarding the termination of our contract with them. This follows appalling communication throughout. We issued formal notification 13 days and have not even had any acknowledgement. When asked what they could do to try and get more interest in the property they decided the best course of action for a bungalow that had been owned by a 96 year old was a TikTok video... not really the demographic that would be interested. We had two properties to sell following bereavements. The other property is sold and completed a week ago and went on the market two weeks after this one with a different estate agent. Today they finally sent a letter and said if we want to let it or put it back on the market to let them know as they would be happy to relist. I on the other hand would rather scream into the abyss.

Save your money and your sanity and avoid.

I’m disappointed with my experience with William H Brown during my recent property purchase.

At the beginning, I was assured that using their recommended mortgage adviser and conveyancing firm would make everything nice and straightforward. In hindsight, I clearly misunderstood my position in the hierarchy, as i was just treated as a money bag.

The main issue was an upfront payment I made for searches. I paid the money to William H Brown with the understanding that it would be passed to Conveyancing Direct. Unfortunately, it seems to have entered some sort of financial Bermuda Triangle.

I was later told I would be refunded. Lovely. Except the refund never arrived.

Unfortunately, the sale still needed to move forward, so I had to pay Conveyancing Direct directly myself to ensure they could close the transaction. In other words, I had already paid for the searches once, the money had apparently gone missing somewhere between the kingdoms, and I then had to procure more money myself and pay so the sale could actually proceed.

After completion, I chased the refund by email several weeks later. No response.

So I called three different William H Brown agents on the same day. One told me they no longer dealt with it because the case was closed. Another kindly promised to email me instructions on what to do — which, much like my refund, never arrived. The third promised to call me back.

I also found the mortgage adviser’s approach disappointing, as I was repeatedly offered additional packages and insurance products despite making it clear that I only wanted the services necessary to complete the purchase. She also made an offer at lower interest rate but neglected to lock it in. When it was time to sign things off, i found myself with a higher interest rate.

The house purchase itself eventually completed, but the handling of my money afterwards has been particularly disappointing. I’m not sure what the official refund procedure is at William H Brown, but apparently it involves patience, multiple phone calls and accepting that once your money enters the building, it might not come out.

I would expect much better communication, coordination and accountability — especially when you’ve already had to pay the same cost twice just to get your own property purchase over the line.

Supportive, efficient and very professional. thankyou William H Brown in particular Anne Luby - changed life for our family for the better.

Extremely disappointing experience with William H Brown - Welwyn Garden City

I was provided with incorrect service charge information for a property I was seriously considering purchasing. I relied on the figures advertised and proceeded with the purchase process, resulting in legal and conveyancing costs before the discrepancy was identified.

What is particularly frustrating is that the incorrect service charge was later acknowledged, yet William H Brown still proceeded to put the property back on the market without correcting the service charge information. Despite acknowledging that the figures were incorrect, they refused to take responsibility for the costs I had incurred.

I understand that mistakes can happen, but continuing to advertise a property with incorrect information after the error has been brought to their attention is extremely disappointing and raises serious concerns about the accuracy of the information provided to potential buyers.

I would strongly advise anyone purchasing a property through William H Brown to independently verify all service charge and leasehold information before committing to the purchase.

CORROSIVE!

DON'T rent with WHB in Spalding unless you want a nightmare of being micromanaged & have your life be consumed by admin, & being constantly blamed & dealing with pre-existing problems.

William H Brown in Spalding don't listen. AT ALL.

I hope whoever sees this review isn't as desperate for a roof as I was at the time, leaving no choice than to suffer WHB in Spalding & if someone isn't desperate before they get in, they may be, well before the time they actually make it out!

My experience with William H Brown was a nightmare.
1. The pictures of the apartment I wanted to rent was completely different from what was on the website. The apartment was a total let down
2 . I was pressured to make a withholding deposit, which at the time I was not aware that it was non refundable.
3 . Immediately after making the payment, informed the agent that I don’t like the apartment and not sure if I wanted, mind you all of this was on a Saturday, so by Monday morning I called to cancel and requested my deposit back, and that was when the horrific situation began.
4 Both the agents and the landlords are extremely unreliable, the lies they tell.
1 month after am yet to receive my deposit.🫤🫤🫤

This Morning I had Ollie Aston attend my flat for an annual inspection. He was on time as agreed. He took photos for Landlord and was a very pleasant with his customer communication during the visit. I raised a few questions which I hope to hear back. I wish him the success in his employ and rate 5 star service. Overall have dealt with WHB for 6 years always been of a high standard.

Poor communication, false promises from sales, lettings and mortgage services. Started off great but once they've had your money they don't care about resolving any issues. Don't bother with the lifetime membership as you'll have to do all the work yourself. Don't bother with management services for letting a property either, they won't tell you about any problems and they'll let your tenants damage your property and steal from you without any reconciliation measures or compensation. I sold my flat over a year ago and I'm still battling with them and the Zero Deposit scheme to compensate me for my property being stolen and damage that I paid to fix for the new owner out of my own pocket. PLEASE STEER CLEAR, SAVE YOURSELF A HEADACHE!!

Lucy at William H Brown in Barnsley is exceptionally attentive and helpful.
Lucy has professional expertise and goes above and beyond to find forever homes.
I would highly recommend dealing with Lucy in anyone's search for their new home.

I am writing this review from my personal experience. An experience I hope to prevent for others. I raised a formal complaint to their Head Office and over 4 weeks later i got a formal response. Filled with denial and minimising my issues. It is regarding the lettings dept. of William H Brown branch in March, Cambridgeshire.

My partner and I submitted our interest in a house to let, in Chatteris, via Rightmove on 6th May 2026. Since that time, we have tried multiple times to get information about the house with the hope of viewing it. Every single interaction was led by my partner and I, the agent Drew never contacted us and was consistently rude and dismissive. She made us feel like we were wasting her time and annoying her. Each time we called, we were given a variety of excuses. First, it was tenanted, Drew said they were unwilling to agree to viewings. Then, she said the owner had decided to wait for the tenants to leave as they wanted to do some work in the house before any viewings would take place. When last we called, we were made to feel as if we were rude. Drew told us she would DEFINITELY call to book us in as soon as she could, since we were clearly very keen having waited over 2 months!

Then one day we noticed on Rightmove that it said "Let agreed"! We are truly upset and frankly infuriated to have wasted our time. We waited as the house ticked every single tick box we had.

We followed the complaint procedure whixh too was poor, we were told we were offered alternatives but that is a completly false. We will be looking into the complaints procedure with the regulating body for the industry.

Drew is rude and unhelpful and frankly we will be happy to warn as many people as possible to avoid William H Brown at all costs.

Buster at the Norwich office has helped us with getting a new tenant and all that involved. He is a wonderful person, very hard working, thorough , and made life so much better for us as landlords. He explains well and even double checked and caught things we had missed. Very happy with Buster. He is a great asset to your company. I look forward to working with Buster in the future and recommended him highly.

I was the winning bidder for the property and, following the auction which ibs iamsold I was taking steps to arrange the required mortgage documentation and obtain my Agreement in Principle (AIP).

There was initially some delay because I later became aware that the relevant person was away on holiday.

Importantly, the auctioneer instructed me by telephone to wait until I had obtained my AIP before paying the Reservation Fee. I relied on this instruction and understood that I was following the process as advised by the auctioneer.

At no point was I informed that my winning bid had been cancelled and was sold .I only became aware of this when I followed up with the agent yesterday and was told that the property had already been offered to the second bidder.

I am therefore concerned that the property was offered to another bidder without giving me any prior notice or opportunity to proceed, particularly when I had been following the auctioneer’s specific instruction regarding the Reservation Fee.

I acted in good faith throughout the process and relied on the information and instructions provided to me by the auctioneer. I did not withdraw my bid or indicate that I was unwilling or unable to proceed.

I feel really frustrated about this , no proper communication.

As a tenant this is the worst rental agent I've ever dealt with. 1) Difficult to get in touch with - they hardly ever answer the phone. 2) The property was dirty when we moved in, no inventory provided. 3) The property was managed by Sequence Ltd who have provided a very disappointing service - early on we were told (via a phone call and after several weeks of us asking) to arrange for repair of a maintenance issue ourselves and that this could be deducted off our rent afterwards, and that the landlord had instructed this. We never received the refund, they said because they didn't have records of that instruction. Several staff members had started then left during our tenancy which didn't help (we were there for 6 months). 4) We are now having to contact Tenancy Deposit Scheme to get our deposit back relating to a different issue, mostly due to our inadequate landlord who it seems is trying to claim a random amount of money anywhere he might get away with it (we left the property in a cleaner state than when we arrived to try to avoid any possible excuses for deduction from deposit). Sequence Ltd doesn't appear to know about or be bothered about the law and tenant's rights.

There is one in Wakefield which I have recently experienced and quite frankly it’s the worst I’ve experienced. They are fine with you calling them but when you email them, they don’t respond and this makes a mockery of the customer which is extremely disappointing. Sometimes I just want to call them and tell it how it is or walk in the branch physically, only problem it’s busy times during the week and weekends….need to step up and improve honestly…..the complaints protocol is woeful and abysmal to say the least. Put this through twice and no joy unfortunately. Terrible….