Sequence Reviews 226

Unprofessional group. WH BRown, part of the group reduced property price on our listing ‘without’ permission and made countless errors. Very unapologetic about their mistakes. These errors affected the perceived value of our property resulting in below market rate offer. I would NOT recommend.

Their complaints process and upper management were very unwilling to help come to a solution, they were very unhelpful. Avoid them!

I have experienced very poor customer service from W. H. Brown Stevenage office. (The issue is ongoing)
Me and my husband have rented a property via W. H. Brown Stevenage office in Ickleford area. After a year we purchased our own property and gave notice to our landlord.

We are in good terms with our landlord and have been in touch as neighbours.

After our notice, we had written confirmation from our landlord that we would leave the property on a certain date. We contacted W.H.Brown and stated that our landlord agreed this date and has sent the office an email in addition to this.

They said they will talk to our landlord and calculate amount due to pay accordingly. However the firm hasn’t got back to us with the amount for us to pay on time, therefore our bank has sent the full amount of the rent as we had a standing order.

We have contacted the estate agent several times to send our money back but have been told this would happen ‘next week’. It has been almost a month and now that we have left the property, moved in our new place and still not paid the amount back.

In addition to this it has been 17 days since we left the property and our landlord confirmed the deposit should be returned in full.

However neither our deposit nor the overpaid rent bas been returned to us.

We have been calling the office and Steve (the agent responsible) is always out and we are left with no explanation by the firm.

I filled a complaint and looking to hear back.

This has affected our finances. Especially when you have a new house mortgage to pay and all the other expenses this firm has caused us a big amount of unnecessary stress.

The contractor they sent in to look at a job for us took one of our kitchen floor tiles and then never returned it. So far we can’t find a replacement (also a replacement is going to look out of place anyway) and sequence don’t want to know. I trusted them to let people into my property and they have left with a piece of my property.
The whole experience with them was miss sold from the start and horrendous.

Very bad company. Bad communication, they are absolutely no professional. The experience with them now when i tried to end the contract with them was a hassle i sent them email that i want to finish the contract and they processed after couple of days and now they try to charge me for it. I don't recommend. Stay away from them. The staff is not trained well. What happened yesterday was a life lesson for me and my wife...Megan from William h brown in Wakefield lied to us. I asked her to confirm who is the lead contact in the contract ,she told me over the phone that definitely my wife is. I asked an email confirming this ,she sent that to me and an hour after she said she made a mistake and is actually me the lead on the contract...in the meantime she had a conversation with Sequence and she was advised to lie. Disappointed. When i said i want to see the proof obviously she said she can't show me...all this just because we sent the email on 25th August and they processed after couple days blaming Bank Holiday and blaming that the email was sent by my wife and she isn't the lead contact even though i was copied in the email. What can i say ...is it worthwhile for them to act like this in 2023 in England????
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Been with Sequence for over ten years as a landlord,to begin with the service was very professional and friendly this was manly because I was being handled by my local branch.
Unfortunately I was handed over to one of there larger branch where the service was absolutely diabolical to say the least. Sequence seem to have a very high turn around of staff (which tells a story in itself) From one year to next I had absolutely known idea who was handling my property and when I did know they where completely clueless at what they were doing and on several occasions my tenant had to contact me to deal with problems with the property ( Why I do pay 12% for a service that doesn't do anything for me)
Last year and my final year, my tenant failed to move out when his tenancy agreement ended, Sequence where absolutely no help to me whatsoever.
I have since parted ways with them and would HIGHLY RECOMMEND that anyone think of using there services don't bother your wasting your time and money.

Worst service ever. I could write a book about my experience but in the nutshell they just don't care. I wish Landlords/landladies real all these comments and do property management themselves. They're so useless and even bring more confusion and misunderstanding while taking money in the process. Avoid at all cost.

I wish I could give this company 0 stars.

As a tenant of 5 years of a property managed by this company I am in a good place to say that they are extraordinarily incompetent. My window is smashed and is close to falling 2 floors into the street on top of passers by. The roof has leaked in my bedroom so much the wallpaper has sloughed off the walls. There are no working fire alarms, the hallway light cannot be used as it shoots sparks of electricity. The majority of these jobs I could fix myself or hire people to fix within a week. It has been months.
Even the letting agents who do the inspections (a separate company)have seen the issues, photographed them and reported them, nothing has been done.
It is time to blacklist this company.

I can’t believe how rude the members of staff are here. Since moving into an apartment I rent, they are quick to get things fixed at all and members of staff are so rude. I’ve been trying to get my washer machine fixed for the 2nd time now and they are pulling it out doesn’t take two weeks to fix a washer and Shantia Pink is very rude.

Absolutely awful company. We were tenants for 3 years and are still fighting for our deposit months after moving out. It's taken months for them to obtain 1 qoute. The staff are totally incompetent of doing their jobs and the management don't seem to care that they have underskilled, staff who mess about with peoples lives and finances and are in great need of customer service training.
Avoid at all costs.
We have made a GDPR request and they can't even manage that even though it is a legal requirement.
Looking at other reviews I'm surprised they are still in business. Shocking!!
We will be seeking legal advice against this company and will do everything we can to let others know about this company.

Parasites preying on the vulnerable.
Absolutely appalling, seeing some of communications made to tenants.

Atrocious company who lie constantly about a variety of issues.

I would give no stars, they are frankly useless. Part of William H Brown Estate Agents, also useless.

No heating for 3 months
No cooking facilities for 2 months
12 months on garden refuse from previous Tenant still in the garden.

I paid £14K upfront...the agent, Sequence and the landlord have frankly abused me. Awful experience.

I have been a tenant under a wounderul landlord for 6 years. Sequence have almost cost us our tenancy for the 2nd time due to not communicating with her with a late payment and misreporting damage to the property. I am so livid and the management with this company.

If you’re looking for an agent to rent out your property my advice would be STEER CLEAR!!
As a private landlord I always choose my own tenants and manage my own properties. On the one occasion I needed an agent in the past 10 years it’s been a complete shambles.

They chose a tenant who clearly couldn’t afford the property, failed to obtain a guarantor (as specified by me), and still owe me the balance of the fee after 7 months of asking!!

I’ve had to end a 12 month AST that they organised 6 months early because the tenant couldn’t afford the rent and the whole episode has been a very poor experience.

Complaint is pending!! My advice would be do not use this agent as they do not take due care when choosing tenants for other people’s properties.

This company is a nightmare. We had a fully managed let property with them. - The branch were brilliant which is why we went for fully managed but the property management is basically a call centre and they do the bare minimum. When the tenants reported a leaking roof of our property it took them 12 days to inform us of that and months to organise a repair. We subsequently discovered that the tenants had been reporting issues that Sequence didn't inform us about. Even when they did inform us and we agreed to repairs they didn't action the repairs and the work didn't get done. Trying to talk to some one to sort it out is also a nightmare; it was always someone else's department/fault. We took them to the Ombudsman who agreed with us that the service was below what should have been expected. We have only recently received our deposit back despite the tenants having left 8 months ago and it is missing £300 that has been retained. - Although after 8 weeks no one has been able to sort out why it has been retained. If you value your sanity definitely don't use

Absolutely Incompetent. Avoid at all costs!
Their lettings management service is a complete joke. Instructions are not acted upon, tenants deposit money has been witheld even though I have instructed them to return it. Dealing with Sequence and William H Brown has been a complete nightmare.

I don't recommend you accept a mortgage broker through sequence or buy a house using their in-house conveyancing solicitors. They used one of the worst solicitors going and recommended that I use them as it would make the process easier. Never have I been told a bigger lie! Sequence then took £350 off me to hand to their garbage solicitor for searches that never transpired due to their incompetence. Needless to say I found a new solicitor that knows how to do the Job. I also paid over £600 for a mortgage broker through sequence which was a waste of money. I'm paying way too much for a number of insurance policies arranged by my mortgage broker who is supposed to find the best and cheapest deal available. Instead they pick the best deal for them based on the commission they get paid. Avoid, do the work yourself, you'll save much more.

Sequence has not paid our invoice for unblocking a toilet back in February at one of their let properties in Bounemouth. They just keep saying it was paid on 5th May. Payment has never been received and they are not able to send proof of payment. Just lies and cannot get put through to anyone to help. Stay well away if you are a contractor.

Brown and Merry Tring.
But then somehow sequence homes get involved.
Terrible support.
They take months to get tennant issues fixed and dont communicate with the landlord.
Let me share my recent vent to them

You really pi55 me off.
You send me a message on 5 May, I respond on the 7 May.
You do NOTHING for a week.
Then tell me the tennant is not in arears.

During that week I have contacted the tennant.
The tennant has had to go to your local office.
Where YOUR companies accounts department have not allocated the money correctly.
They then fix the problem.

ALL BEFORE YOU HAVE EVEN LOOKED AT THE PROBLEM.

YOUR COMPANY IS SLOW TO RESPOND TO TENNENT REQUESTS TO FIX THINGS.
MAKE NO EFFORT TO GET THE RIGHT CONTRACTOR, ANY CONTRACTOR AT ANY PRICE WILL DO AS IT’S THE LANDLORDS PROBLEM NOT YOURS.

AS I SAID YOU AND YOUR COMPANY HAVE REALLY PI55ED ME OFF.

I don’t expect you to escalate this to your manager or anybody higher up.
You will just ignore it and hope the unhappy customer will just keep using your services.

Sequence have a number of brands and so please ensure you know who you are dealing with. I let my flat through the Brown and Merry Stony Stratford branch and then - against my better judgment - agreed to sell through them. I can honestly say, the entire process was the very worst, most time-consuming and stressful experience of customer service I've had the misfortune to be on the end of. I literally don't know where to start in warning you to avoid this company at all costs. There might be one or two good people but overall the culture and service, right up to the highest levels of this company is utterly toxic. Just some of the nightmare scenarios included my lovely tenants being given early notice without my permission, two entire sets of keys being lost leaving us with no keys, overcharging on invoices, buyers being given wrong information, documents being lost, quite literally having to beg rude, inconsiderate senior staff for updates, and a total refusal to accept any responsibility for really serious mistakes or even acknowledge they happened. It took months and months to resolve. The nightmare ended with myself and my poor tenants, plus my buyer who ended up withdrawing from the sale, all out of pocket and agreeing it was the most awful, stressful experience of our lives. Please avoid B&M and Sequence at all costs.