I needed to get some information about the landlord of a property next to my own. It took a phenomenally long time to get a response from Thomas Merrifield Lettings -- several phone calls, emails, and a personal visit to one of their offices. I did finally get the information, but the experience was frustrating. I think my first few emails went into some black hole email inbox.

Decent company to begin with although we had major problems trying to cancel our contract with them, maybe avoid these estate agents if you can but Davis Tate and Chancellors are still the worst estate agents to deal with.

The worst agency I ever dealt with

This agency resembles the height of unprofessionalism. The agent did not turn up at all to the scheduled viewing, which was confirmed in writing several days prior to the appointment. The agency did not respond to three (3) telephone calls following up on the agent's no-show. After waiting over 20 minutes at the property, I decided to call it quits and go home. Tardiness is unacceptable in real estate agents. This is especially so, given that the property in question (on Banbury Road) is only a few blocks away from their office on Walton Well Road. I arranged my day around this appointment, rescheduling appointments to make the viewing fit. They disrespected me by not showing up. An agency that shows no respect to its customers does not deserve its customers' patronage. Stay away and find a more professional letting agency.NegativeResponsiveness, Quality, Professionalism

When I was a tenant, they often came in with little notice. Recently, a group of friends and I decided to view a new property in Oxford. The agent just didn't show up at all! There was no message or apology afterwards. We were just forgotten about. Perhaps they found a more lucrative tenant, but it's still nice to be told that the viewing is off rather than just ignoring you and not turning up.NegativeResponsiveness, Professionalism

Generally they are fine. HOWEVER I have been a tenant for one year and several times they have performed some maintenance without scheduling a time with me. They just send their workman to do the job without giving me 24hrs notice. First their excuse was "oh we tried calling but you didn't pick up". Well I have no reception at work. The lack of response doesn't mean you just enter anyway. I told them to contact me via e-mail as I check that every 30 mins. To quote one of their agents Simon Smith: “Dear Raj Thank you for the email and again I am very sorry I have made sure that the key is never given out without your approval, I will also make everyone aware that email is better Kind regards Simon” Yet today I find that they again allowed access without providing me any notice. If you value your privacy and your rights as a tenant avoid this agency because they clearly do not understand this little thing that we're all supposed to abide by...the law!

Our house was arranged for a part-Ex through TM but as far as I am concerned I should still be treated like a client with the same standards. The whole ordeal with TM has been terrible. They do not vet any of the viewers, most people who came round either had no funds to buy the house, not sold their current house or could not commit to the moving date being so far in advance. More then one occasion the agents were so late to the house that we were more then half way showing the people round. When they did finally show up we had to book in private extra viewings or answer extra questions as TM were unable to answer questions on the house or commit to more viewings. The icing on the cake was the final viewing. They were late as usual and we were halfway through showing the people round. We advised the non apologetic agent that we would walk up the road then come back and to call us on my mobile when ready (Had this situation with Green & Co and they called and waited for 2 minutes just fine) 20 mins later we heard nothing so we walked back to the house to find the agent gone and ALL doors to the house unlocked with the viewers waiting outside saying they were waiting as the agent left it all unlocked. We were relieved to find these people were not the type to take advantage of the situation or any passer by for that matter! We called to complain to the Wantage branch and the manager was less then helpful if not rude. We were very calm on the phone and stated the facts in order but we were cut off by him saying 'its not getting us anywhere'. No apology so we advised we would talk to our developer to remove them, to which he replied 'We'll see' then hung up! I am glad I recorded the phone call as I am still in disbelief that it happened. I will never be using TM and will be advising friends and family the same.