Sequence Reviews 226

As a landlord who was with them for a very short time, I made two complaints concerning 1) Repairs and maintenance and 2) Rent payments. After exhausting their internal complaints procedures I took them to the Property Ombudsman who held up my two complaints. Don’t use them.

I am a multi-property Landlord, and I expected a decent level of service from them; sadly, it turned out to be a complete nightmare. Stay away from Allen and Harris, as the fully managed services are carried out by Sequence. Silly me, I should have investigated before signing the contract and reading Trustpilot feedback would have saved me from hell too!

They have left the file on my property sitting around for ages without doing anything with it.
Property sold in January and now April, not much further along than when first sold.
Constant chasing from estate agents with no action on their part.
Lots of excuses, saying file under review, questions will be raised and solicitor away (to name a few).
This is the exactly the same as before when was involved with them in selling my house.
This time I haven’t used sequence due to their bad history, but my buyer has, and it’s resulted in another frustrating time for me!
Would ideally give this review no stars.

I was an employee for this company for over 15 years and thought I would put down a couple points customers should be aware of.
- Conditional selling is drilled in to all sales staff from day one of their employment. Area managers / Mortgage managers will call and shout at staff if they sell a property to a cash buyer or somebody doing a mortgage elsewhere and they need to justify why they sold to this buyer ( even if they offered more money ). Properties are always shown on the first day to mortgage buyers and then to cash buyers at a later date. The company pretends publicly they discourage this sort of behavior but is actively pushed from the top.
- I heard from my lettings colleagues that the company subtly take 20% from all invoices they charge landlords for. They get around this not being in the terms of business by having an agreement with the contractors not to charge more and taking it from the contractors directly. All contractors would then ignore this and add on 20% to the bill so the landlord ends up paying a lot more for all works.

I moved out almost 2 months ago. I got my deposit back last week after 6 weeks chasing. I’m still waiting for a refund of £371 for overpaid rent and have spent an hour on hold to their accounts department every day for 3 weeks. I have never managed to get through. We have been with sequence for almost ten years and they’ve always been terrible.

We moved into a house where all doors had been removed and are still waiting for them to be replaced.

Fantastic service until you sign the contract.
Unfortunately, after that, you will be ignored and forgotten, and no one is willing to move a finger to address issues at the managed property, including things that were promised before move in date.
Just another estate agent. We all know what this means.

2023 Update.
The broken dishwasher that meant to be fixed before our movie in date was repaired from our own pockets. As the contract indicates we have a right to full reimbursement within 14 days.
After roughly 3 months we still haven't had our money reimbursed and being completely they are ignored by this management company. Complete joke of a service.

Can't recommend enough that you avoid this company.

March 2023 update.
The kitchen cabinets that were water damaged before we moved in in September 2022 finally replaced. Dishwasher still doesn't work properly and Bernard Marcus keeps ignoring us.
Sequence Home meant to be managing this property...

They never answer the phones.

I am not sure if it's their phone systems, or they don't have enough members of staff, but getting in touch with them is very hit-and-miss.

I've been on hold for hours, before just giving up in the end, and have to call other branches around the UK, just to get in touch with someone.

Email is no better.

If I could rate them less than a 1 star they are the worst company ever I've had multiple problem's with the house I have been renting and have had these ongoing problems since I first moved in one major one being my front door to which it doesn't lock and have been reporting it constantly keep getting told that other people will be out to do another quote as the landlord didn't want to pay, my shower has been broken since May last year and still has not been fixed I had a leak also that was reported but was told that it was all my fault I had to pay for it and that the landlord won't fix the shower till I do so I had also found loads of black mould in a downstairs cupboard to which I found out used to be a downstairs toilet and there is a plumbing hole that hadn't been covered up and their was cardboard in there which was mouldy from it and it was all up the walls. I am due to end my tenancy 2nd march and nothing had been past over to the estate agents to inform them of this so the communication from sequence is absolutely subliminal. I wouldn't reccommended the company to anyone or the landlord that I have either both are absolutely shocking!!

The entire business management is managed so poorly that I am amazed how they are still in operation. I am a landlord and used William H Brown (Sequence Home) as a lettings agency to fully manage my property. Whilst the front looks professional, but once onboarded with them, the full management service are sub-standard. They are slow in responding but when they needed the money off you - it is on time. Custom them if you want to be scammed with false promises.

The staff are incapable, slow and rude. I've reported several issues - including a broken fire door - and they still haven't fixed it 7 months later. They are dangerous.

Worst property managers i have ever experienced! We have lived in a property they manage for a while now, but they are incompetent in responding to any maintenance issues. There employees, especially Samantha, are extremely rude. They ignore your requests/ emails and phone calls, they leave you living in a mouldy property. They do not care about there tenants. They are more interested in getting there fees. You are constantly chasing them to do there jobs properly. Our boiler broke down three times within a year, they leave you without hot water and heating for a week in the winter period and think this is a reasonable amount of time to get a contractor out. The property was not professionally cleaned when we first moved in. The oven broke down three times within 6 months, each time over a week to fix. The company is full of excuses and lies. Extremely shocked that they are still operating and landlords are using them. Inspections completed, but tenants are not allowed the report or want to charge tenant fees! I know for a fact that they just want to take tenants deposit for no reason. Overall experience with Bernard Marcus has been disappointing and stressful.

A force to be reckoned with. Definitely not for the weak hearted. Don your armer and get ready to fight. This is the most inept company I’ve ever come across. They will lie and deceive to cover their tracks. I’ve completed my stage 1 and stage 2 complaints and now my complaint is with the Ombudsman. This company have caused damage to my property because of an ongoing leak they claim to have repaired and for which they invoiced me. Lucky for me, my private plumber has found the profuse leak in the same area the agents claimed to have investigated. So, now I have my evidence. I won’t stop until I get back what I’m due.

Don’t give up to those who have been mistreated by Sequence. I’m not understanding how they are still operating with the deplorable service they are offering. We all need to team together to get them out!

Where to even start. It's literally like every individual which works for this organisation is hired specifically for their ability to be rude. Every single person I've had the misfortune of communicating with at the Birkenhead office Merseyside is genuinely the rudest imaginable person. They'll talk down to you, they'll talk over you, they'll promise to call back, they'll promise to do things and never do them but more importantly every single person that answers a call will treat you like you are genuine dirt on their shoe.

Carol Walton in the Allerton Road Branch is amazing and provides an amazing service Throughout! 100% better than Move Residential and Entwistle Green! And Costa is amazing too!

Why am I not surprised to see the abysmal feedback? The mortgage advisor from Sequence was very responsive until I paid, and then never answered his phone again for 5 months. He barely replied to emails and did a very poor job. I had to spend hours on the phone with the lender because he was not doing his job.

Wish the last agent who handled Northampton was still there,
Since Jamal or Jamil I think it was left sequence it’s been nothing but unpleasant I never get a reply or no one gets back to me I am having to constantly chase the agents when I am in need of urgent assistance it is unacceptable how things are being handled at least with Jamal was there he would get back to us or return calls or emails he always kept us in the loop of how things were going and of any changes that were happening.

Why am I not at all surprised to see this company has 1* reviews across the board. God knows how they are still in business!

If you are planning on going through them, Brown & Merry, any other name they are trading under, DO NOT!

They are disgusting, as are their landlords (they do not care about their properties and are too cheap to maintain them).

Prepare to go back and forth for months (as we have for 8 months) while they lie through their teeth about fixtures happening "soon" and then outright denying them altogether.

Nevermind having three young children, they care about nothing and nobody as long as the rent is being paid.

If you withhold the rent, you will be emailed 3-4 times a day by the entire staff, it is the only time they budge - but even then, all you are met with is lies.

They are utterly disgusting, the most unprofessional and irresponsible group of people I have dealt with and I hope whatever regulatory board they are under shuts them down so they do not make anybody else's lives hell.

They are nice on the phone BEFORE you sign the contract, once the deal is done, that is where the customer service ends.

We were assured that if we put our complaint in writing to them (for horrendous and unprofessional service, financial loss and catastrophic emotional distress) that we would be refunded our fee. It has been 20 weeks and we get the same daft email from their complaints team saying they don't have our costs info .. then they do, then they don't, then they do. They are an utter joke, AVOID AVOID AVOID

This review is with respect to the Sequence Liverpool office.Their attitude towards Tennants is totally unprofessional,disrespectful and wholly intimidating.I have been dealing with these people for over 4 years and even after my complaints to their hierarchy , nothing has changed.Steer clear of them if you can.If l could give zero star rating that would be my choice.

If I could give them a 0 I would. Can’t sort anything out, say they will call back and then go home. Rude and just useless.