As part of our house search, we have had good dealings with other Whitegates branches, however, not so much with the Cleckheaton branch. It started with the partner of this branchen Stephen, failing to attend our scheduled viewing with no correspondence to notify of any changes, nor were we provided with any of contact details for the agent. Instead, my partner and I stood in the rain for over 45 minutes waiting for him on a Saturday afternoon. We attempted to contact the office but our viewing was at 2.15pm so by this point the office had closed. My partner spoke to a colleague, Michelle, on the Monday who apologised and advised Stephen was having a bad day so unable to attend and unable to make contact with us due to not printing his schedule that contains phone numbers. At this point, we were disappointed and started to question the professionalism of this branch, however, we were willing to accept a single mistake as we appreciate in our own professional roles that mistakes can happen. My partner managed to rearrange a viewing for the following Saturday so we could both attend and, as our impressions of the exterior (whilst waiting for our viewing) were positive, it incited us to pursue this house. When my partner finished work on the Friday evening, she received a voicemail message and email from Michelle advising they would need to cancel the viewing as the vendor had accepted an offer on the property. At this stage, we were both disappointed that our chances of putting forward an offer had been hindered by the fact our viewing was unable to take place as planned. Secondly, in lieu of the mistake on their part, we expected they, at the very least, would have had the decency to allow our viewing to proceed before presenting offers to the vendor which is common practice with other estate agents. It’s a shame that Stephen consistently lacked the integrity to take any accountability for his actions and speak/ apologise to us directly, instead this was communicated via a colleague who my partner could sense felt uneasy having to communicate Stephen’s poor excuse for not attending our viewing. It may not seem like a big issue to him but I live outside the area and travel over weekends to see my partner so waiting around for over 45 minutes in the rain when we are already on limited time is not acceptable, more so without correspondence. As a result of the last two weeks, we have found the dealings with this branch to be consistently incompetent and disrespectful. I acknowledge their response below, however would have valued actually speaking to the person responsible to have a discussion on the phone after the event. An apology coming from someone else does not feel sincere to me. Reviewing policies is a good step but does not remedy the situation, we have missed out on 2 weekends and a property we desired.

As part of our house search, we have had good dealings with other Whitegates branches, however, not so much with the Cleckheaton branch. It started with the partner of this branchen Stephen, failing to attend our scheduled viewing with no correspondence to notify of any changes, nor were we provided with any of contact details for the agent. Instead, my partner and I stood in the rain for over 45 minutes waiting for him on a Saturday afternoon. We attempted to contact the office but our viewing was at 2.15pm so by this point the office had closed. My partner spoke to a colleague, Michelle, on the Monday who apologised and advised Stephen was having a bad day so unable to attend and unable to make contact with us due to not printing his schedule that contains phone numbers. At this point, we were disappointed and started to question the professionalism of this branch, however, we were willing to accept a single mistake as we appreciate in our own professional roles that mistakes can happen. My partner managed to rearrange a viewing for the following Saturday so we could both attend and, as our impressions of the exterior (whilst waiting for our viewing) were positive, it incited us to pursue this house. When my partner finished work on the Friday evening, she received a voicemail message and email from Michelle advising they would need to cancel the viewing as the vendor had accepted an offer on the property. At this stage, we were both disappointed that our chances of putting forward an offer had been hindered by the fact our viewing was unable to take place as planned. Secondly, in lieu of the mistake on their part, we expected they, at the very least, would have had the decency to allow our viewing to proceed before presenting offers to the vendor which is common practice with other estate agents. It’s a shame that Stephen consistently lacked the integrity to take any accountability for his actions and speak/ apologise to us directly, instead this was communicated via a colleague who my partner could sense felt uneasy having to communicate Stephen’s poor excuse for not attending our viewing. It may not seem like a big issue to him but I live outside the area and travel over weekends to see my partner so waiting around for over 45 minutes in the rain when we are already on limited time is not acceptable, more so without correspondence. As a result of the last two weeks, we have found the dealings with this branch to be consistently incompetent and disrespectful. I acknowledge their response below, however would have valued actually speaking to the person responsible to have a discussion on the phone after the event. An apology coming from someone else does not feel sincere to me. Reviewing policies is a good step but does not remedy the situation, we have missed out on 2 weekends and a property we desired.

Absolutely disgusting company Using out of date photos to rent a property (at lest 5 year old photos) Not bothered who rents as they dont inspect their property.put it this way the people that was there before left the house in such a bad state the cleaning company refused to clean it, it reeked of cat wee and weed had to leave windows wide open for ages before next cleaner came. Not keeping up to property or garden space always blaming landlords end of the day you take money its rented through you , you should have a say and sort it out boundary fences not kept up to so falling in to neighbouring gardens for them to have to sort. No communication its always someone will ring you back. Would not use ! there all nice when taking money but to get things done they dont care. I'm tired of trying to sort things out with them it's on going for 5 years now.

Absolutely disgusting company Using out of date photos to rent a property (at lest 5 year old photos) Not bothered who rents as they dont inspect their property.put it this way the people that was there before left the house in such a bad state the cleaning company refused to clean it, it reeked of cat wee and weed had to leave windows wide open for ages before next cleaner came. Not keeping up to property or garden space always blaming landlords end of the day you take money its rented through you , you should have a say and sort it out boundary fences not kept up to so falling in to neighbouring gardens for them to have to sort. No communication its always someone will ring you back. Would not use ! there all nice when taking money but to get things done they dont care. I'm tired of trying to sort things out with them it's on going for 5 years now.NegativeQuality, Professionalism

Louise I was being very polite in explaining the problems I’m facing at this new rented property, you kept talking over me again & again with out having any decency, I’m explaining the safety issues but you’re not concerned and then you hung up on me ...NegativeProfessionalism

If there was an option to put no stars I would. Louise is thoroughly unprofessional and very intrusive about tenants personal life. They send people to fit stuff at the rented property and the people are actually spying on you. They go back and feed all information as to who visits the property and etc back to the agents even though it’s none of their business to know who is visiting the tenant. We trust the workers who come over to fix the stuff and not keep an eye on the tenants personal life. this company is so unprofessional they don’t give a damn about the tenant issues. This is unethical to spy on the tenants personal life. And lady Louise has the cheek to actually question about lockdown rules etc without even knowing the person In question is in a vulnerable state.NegativeQuality, Professionalism, Value

Make sure to ask about their/landlords tenancy policys we are being evicted after refusing to sign another tenancy due to the way they have maintained the house Give lack of information and have no intention of helping the tenant! Once they have a contract and money in their hand then they arnt bothered Avoid at all costs

Terrible customer service from the general manager. Rude and unprofessional, replied to my email after 20 days, after chasing for days, multiple phone calls and emails. I have been a landlord for over 4 years, now that I’m selling the property at the end of the tenancy agreement, staff and manager are more bothered about getting new buyers details to rope them into a contract than let me end my contract. Lack of guidance, ignored my email requests to end the contract and now I’m having to contact the property ombudsman!

If I could put 0 stars I would, avoid at all costs. They breached there tenancy agreement before we even moved in. We moved into a property managed by Whitegates in Cleckheaton it was dirty, had mould (still has mould) garage door was insecure, car port didnt have a key, had no working smoke alarms, and to top it off faulty electrics. Whilst living in this hell hole for the past 6 months we have had a rewrite due to the dangerous electrics which took 3 months for them to get round to do, the electrician also put it in a smoke alarm so we were left for 3 months with no working smoke alarms. Baring in mind we have a child in this property as well. Various emails get ignored, and issues get dragged out. They have no interest in us as tenants or our well being. We are reasonable people and just want to live in a nice house. And before you tell me I'm lying about the smoke alarms again, we have photos and a paper trail of everything so do not insult our intelligence . Very angry and disappointed in your branch and I will never ever rent or buy from you or any of your branches In the future and will definitely not be recommending you to anyone else!

Make sure to ask about their/landlords tenancy policys we are being evicted after refusing to sign another tenancy due to the way they have maintained the house Give lack of information and have no intention of helping the tenant! Once they have a contract and money in their hand then they arnt bothered Avoid at all costs