The Personal Agent Reviews 

Just Appalling Service on Balance : where do I start? Initially positive , with Callum, although he failed to tell me the tenant was on Universal Credit . But he did outline the tenants dilemna, she had burnt down her house , was pregnant, with dog and toddler, landlord wanted her out before Xmas and she needed a place to stay until her house was being repaired and the insurance company would underwrite the rent. So I agreed a 6 month shorthold tenancy on a fully managed basis. All well, until I asked Becky a month later to get a quote to replace two fence panels, which she did. I agreed to it and asked her to action it. Paid the money, when I asked Becky to send me a picture of the fence work as I hadn’t had confirmation the work had been done her response was , oh well we don’t normally do that ! I then had to ask Callum to go round there a month later when he was taking new perspective tenants round to grab a photo of the new fence. He couldn’ see any. So I popped round to discover the work had not been done . Becky had not followed up with the supplier. Her response , oh we have been having problems with that supplier . You need to ask them for your money back ! But I had paid the Personal Agent. Bear in mind the tenant had a dog and was pregnant and the dog could have escaped into a main road behind the garden ! Or the toddler ! No concept of the gravity of this potential dangerous situation.

I had a very positive experience working with Stephanie Foley the senior letting administrator. She was highly professional, organised, and always responsive to any queries or concerns. Her communication was clear and timely, which made the entire process smooth and stress-free. She demonstrated strong knowledge of the letting process and handled everything efficiently, ensuring all details were managed carefully. I would highly recommend her for their reliability, expertise, and excellent customer service.

Huge thank you to Callum at The Personal Agent in Epsom. My partner and I are new to the area and couldn't view the rental property in person, so Callum kindly sent us a detailed video and helped us book in a follow up viewing once we could travel down. He was attentive and quick to respond throughout the entire process. Love the new place and can't wait to make it feel like home.

Becky has been very helpful, polite and efficient, dealing with the issues I have encountered.

We rent a property through personal agent. We had no hot water and they arranged a plumber to attend within 4 hours, excellent service from Becky. Thank you!

Becky has been incredibly helpful sorting a heating issue for us so quickly ,communication 5*! Thanks Becky

Becky was helpful and responsive when we reached out to her about a broken washing machine. She made sure to communicate and follow up, even when there was a slight delay with the contractor.

I contacted Becky Moore at the Epsom office concerning the way that the bills for our rental property are paid and to ask if I could pay them myself rather than having them paid off the monthly rent. I also outlined the extra difficulties this caused me if bills were paid off the rent.
She immediately understood what I was saying and the problems that this was causing me and we agreed a solution that was beneficial to both parties.
Becky was very easy to discuss the situation with and happy to sort out an amicable solution.
Thanks very much Becky

Richard

Callum has been paramount to helping me get back on track with the property, my dealings with him have always been professional and would highly recommend him highly. Great chap.

Becky has also helped with the short dealings I have had with her.

I was delighted with the excellent service I received from Ethan Haddon at the Epsom Lettings office. He was always friendly, diligent and enthusiastic when helping me to find a new place to live.

We are giving a 4 out of 5 star review, and it’s important to say this reflects our experience across the full 11-month journey it took to sell our property with The Personal Agent.

At the valuation stage, George from The Personal Agent valued the property lower than other agents. At the time, we felt others were more enthusiastic and optimistic, so we initially chose a different agent. However, after just a month, it became clear that George’s assessment of the market had been honest, realistic, and ultimately more accurate. We returned to The Personal Agent because we valued that transparency over inflated promises to “win the business.”

In the early weeks, there were some positives, with 1–2 viewings generated. However, there were also areas that could have been better. Feedback after viewings was sometimes slow to come through, and on one occasion, a viewer was shown around by someone who had never visited our property before, which was disappointing and the feedback we then received probably reflected the individual’s lack of knowledge of our property. We also felt there was some early pressure to reduce the asking price, which we were not comfortable with at the time. Following our refusal to do this, communication dipped slightly for a period.

As a result, of our disappointment of how viewings were conducted, we decided to start conducting viewings ourselves, while still maintaining regular contact with The Personal Agent before and after each viewer they sourced for us.

Towards the end of the year, there was a change in personnel, and John Ryan became our main point of contact. This marked a real turning point in our experience. John’s communication was excellent throughout, his advice was clear and helpful, and he was consistently available and proactive. If our entire journey had been handled at that level, this would easily have been a 5-star review. He is a real asset to the company.

Overall, while there were some inconsistencies earlier on, we want to highlight that George, John, and Mark are individuals we would absolutely recommend. Our less positive experiences seemed to relate to team members who we understand have since moved on.

A slightly mixed journey, but ultimately a successful outcome, and we’re grateful for the honesty and professionalism shown, particularly in the latter stages.

The Personal Agent have been doing an excellent job in managing my property.
Just recently there was a small problem with some damp damage. This was dealt with quickly with a quote being issued immediately and the contractor being sent in promptly to carry out the work. Many thanks to Becky Moore at the Personal Agent for arranging this.

Natasha was brilliant. Highly recommend her professionalism and proactive approach.

Rosie Fraser from The Personal Agent Epsom was very welcoming. The agent was on time and gave a good walk through being informative without being pushy.

It was a long process selling my 2 bed flat in Epsom but Sarah was helpful & always available to talk to & discuss matters I didn't always understand!

I have just sold my property with the personal agent in Banstead. We had various delays and issues with the solicitors, however Mark was brilliant throughout. He got involved numerous times to help speed up the process between the solicitors, right to the very end and even on completion day. Thank you for your help Mark and to everyone at the personal agent who assisted throughout the sale.

A great company to deal with, very helpful staff and special thanks to Becky Moore for speedy responses and help. Keep up the great work.

Thank you to Becky Moore of the Epsom branch for her help with the issue that my tenant had. She kindly liaised with different parties and sorted the issue quickly.

Sarah has been very helpful and thorough throughout

Thank you, Stephanie, for understanding our queries and promptly following up with the landlords. Your quick responses helped clarify how we should proceed with our property-related commitments. We really appreciate your swift action and support