Surrey Quays, London, SE16
4.9/5, 418 reviews
97% recommended
98% sales valuation accuracy
99% sales fee satisfaction
94% lettings valuation accuracy
98% lettings fee satisfaction

“This agency has the worst property management services ever. I ......”

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Sep 16,2014
Minithumbdown
By: 'A'
Sep 16,2014
4 people found
this helpful
This agency has the worst property management services ever. I was a tenant in one of their properties for one year. They never sent me my signed contracted until the last month of my tenancy. They didn't inform me about anything, they were always dismissive, careless and extremely rude. Our boiler needed to be repaired (because it was so old) in the middle of winter and we had to wait for more than 10 days for them to fix it. (so we didn't have hot water or heating) they used all kind of lies and excuses and didn't fix it until the we sought help from the Citizens Advice Bureau. They then promised us compensation, which we never received. Every issue or request we had didn't seem to interest them, they always responded to our emails in a very abrupt and dismissive way.
Was this helpful? Yes
By: oliverjaques
Oct 13, 2014
Apologies for the length of time it has taken to respond to this review, however due to the content of the review, we were aware of who the reviewer was and contacted them for further information as according to our records the review was incorrect.
We would therefore like to take this opportunity to advise the background of this review and what actually happened. With regards to the issue with the tenancy agreement this was sent out by post to the tenant shortly after her tenancy commenced, she did not advise us that she had not received it. The only time we were aware of this fact was shortly after she gave her notice to vacate the property , she attended the office and requested a copy of it.
It is correct that there was an issue with the boiler in the property, however the landlord has a repair policy on the boiler, and the delay with the repair was due to the company that covered the boiler. The cover on the boiler did not include the annual gas safety check on the boiler, so when this was due we instructed our own approved gas safe engineers to carry out the check. They found a problem with the boiler and switched it off. We then instructed the company who supply the cover to attend, they incorrectly refused to attend as they said another company should not have touched the boiler. We did ask the original contractor to attend but they could not repair it and advised that the company supplying the cover should be attending as if they do not include the safety inspection within the cover then of course somebody else would have to touch it to carry out the gas safety inspection. Eventually the company supplying the cover did attend and repair the boiler, as the tenant had been inconvenienced it was one of our staff members that actually attended the property to allow access to the company on their own time. We also left the tenants with a bottle of champagne and two glasses by way of an apology for their inconvenience. With regards to the compensation, an email was sent to the tenants offering them £90.00 compensation and asking them if this was acceptable, the tenants never responded to the request, which is why this was not processed. The review mentions that we never acted until they contacted Citizens Advice Bureau, again this is incorrect as the tenants were kept updated of what was going on at all times, there is email evidence to prove this. The tenants did contact Southwark Council who in turn contacted us, we updated Southwark Council with what was happening and they thanked us for doing everything in our power to resolve the matter as quickly as possible and that all of our hard work was truly appreciated, again we have the emails from Southwark Council to confirm this.
Once the issue with the boiler was resolved the tenant ( there were 2 ) emailed in to thank the staff member who dealt with the repair ( It was not Ms Pauli) the tenant expressed that he personally appreciated the way the staff member had given them all of their time as well as sacrificing their private time to deal with the issue. As before we do have the email to substantiate this.

As I have addressed above there were two tenants in this property, the reviewer has left the property and been replaced by another tenant. When we contacted the former tenant for more information regarding the review we were advised by her that she understood the issue with the boiler was not our fault personally but it was unpleasant and that she appreciated that we had attended the flat to oversee the repairs and also the champagne left for her. She did however advise that she was unhappy with the emails that she had received from Miss Pauli and also complained that she had been unhappy with how things were dealt with on the telephone. As we do take any complaints very seriously, we asked the tenant to forward in the dates of the calls (so we could listen to the recordings) and also to forward in the emails so we could deal with her complaint accordingly. The reviewer has ignored all of our emails and not provided us with any of the information we requested to substantiate her claims. We have checked all of Miss Pauli’s email contact between herself and the reviewer and cannot see any reason for complaint. The only dealings that Miss Pauli had with the reviewer was when she wanted to vacate the property which was not a straight forward procedure as the other tenant wanted to remain in the property, and her deposit was also held with the DPS which due to it being a change in tenancy was not a straight forward process for her share to be refunded. We do have to follow certain procedures with such changes in tenancies and can only apologise if the tenant felt it was a difficult process.

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Opening Hours
Address

Oliver Jaques
229-231 Lower Road
Surrey Quays,London
Greater London
SE16 2LW
0207 231 5050

Performance statistics
Services Valuation Accuracy Fees Satisfaction Min Price of property reviewed Max Price of property reviewed
Sales 98% 99% £188,000 £3,500,000
Lettings 94% 98% £360 £3,200
Review statistics
From Landlords From Tenants From Vendors From Buyers Other
56 3 151 4 113 0 74 3 12 2
Areas covered
  • SE16
  • Surrey Quays, Rotherhithe
  • SE1
  • Bermondsey, Deptford
  • SE8
  • New Cross, Greenwich
  • SE14
  • SE10
Services offered
  • Sales
  • Lettings
  • Block Management
  • Surveys
  • Conveyancing
  • Mortgage Advice
  • Home Builder
Members of
NAEA ARLA UKALA TPOS Sales TPOS Lettings DPS My deposits scheme
Latest Properties
Images & Videos

“I have used Oliver Jaques Managing Agents for......”

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Jun 05,2024
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Erika
By: 'Graham Waldheim'
Jun 05,2024
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I have used Oliver Jaques Managing Agents for a number of years and they offer a first class service. Gina, Erika and the team are always efficient, effective and responsive in dealing with any issues that may arise....
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“Excellent Service - Highly Recommended...”

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Feb 09,2024
Minithumbup
Michael
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Rosalie
By: 'Lesley'
Feb 09,2024
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I want to say a big thank you to the whole team who were friendly and approachable at all times. Rosalie went above and beyond with her professional approach and excellent communication skills....
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“Excellent company with morals and a personal touch...”

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Dec 04,2023
Minithumbup
Michael
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Rosalie
By: 'Sarah'
Dec 04,2023
0 people found
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I wanted to say a big Thank You to you all for all the support and efforts to help me over the years. It was a difficult decision to sell and again I would have found it a lot more stressful without your professional experience ...
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“The best real estate company I have ever deal......”

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Nov 08,2023
Minithumbup
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Rosalie
Samuel
By: 'Ola'
Nov 08,2023
0 people found
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The best real estate company I have ever dealt with. Very professional, experienced and helpful agents and brokers. Highly recommend. Roselyn and Michael was very professional and nice people....
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“The team at OJ go above and beyond. So profes......”

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Oct 10,2023
Minithumbup
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Rosalie
Michael
By: 'dwong'
Oct 10,2023
0 people found
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The team at OJ go above and beyond. So professional and really good to deal with. Special mention goes out to Rosalie Murton who was wonderful as the Sales Progressor when we sold our house. She was on the ball and kept persisting to get ...
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“Michael and his team were completely professi......”

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Oct 06,2023
Minithumbup
Oct 06,2023
0 people found
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Michael and his team were completely professional , constantly updating us throughout the sale. Would recommend them to anyone...
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“Unexpected amazing experience...”

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Sep 22,2023
Minithumbup
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Rosalie
By: 'Manon'
Sep 22,2023
0 people found
this helpful
With very little knowledge of the buying process in the UK, I could only rely on a few stories of people around me, who didn't have anything good to say about the agents involved in their buying process. I was not expecting the agency's role ...
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“Rosalie was an absolute star...”

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Aug 31,2023
Minithumbup
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Rosalie
By: 'Patrick'
Aug 31,2023
0 people found
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Rosalie was an absolute star and pulled out all the stops to get us over the line....
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“Thank you for being so quick to respond and ......”

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Aug 18,2023
Minithumbup
Stephen
By: 'Anastasia'
Aug 18,2023
0 people found
this helpful
Thank you for being so quick to respond and your kind welcoming attitude! I’m genuinely impressed by your professionalism and kindness. From the very first call I made, the young reliable man who showed me the apartment … to Stephen Banks, the leggings manager who ...
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“Highly recommend Oliver Jaques...”

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Aug 04,2023
Minithumbup
Samuel
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Rosalie
By: 'Max'
Aug 04,2023
0 people found
this helpful
I had the pleasure of being a buyer with Oliver Jaques, and my experience was truly exceptional from start to finish. From the moment I stepped in, I was impressed by the level of professionalism and warmth exhibited by their agents. The transparency they maintained ...
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“Friendly and efficient...”

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Aug 03,2023
Minithumbup
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Rosalie
By: 'Andy'
Aug 03,2023
0 people found
this helpful
We purchased a property through this agent. All the staff we encountered were very friendly and efficient. A special mention must go to Rosalie Kurton who was a tenacious in progressing the purchase through some frustrating issues. Many thanks....
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“Had a brilliant experience with Oliver Jacque......”

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Jun 19,2023
Minithumbup
Samuel
By: 'Gibbons'
Jun 19,2023
0 people found
this helpful
Had a brilliant experience with Oliver Jacques. The team (hello Paul, Sam, Jo and Rosalie) are easy and pleasant to deal with. HIGHLY recommend!...
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“Wow, we got there. Can't fault O-J for consta......”

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Jun 16,2023
Minithumbup
By: 'Y&P H'
Jun 16,2023
0 people found
this helpful
Wow, we got there. Can't fault O-J for constant dedication arranging many viewings and forever creative thinking....
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“Fantastic service! Rosalie was superb...”

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Apr 27,2023
Minithumbup
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Rosalie
By: 'Anna P'
Apr 27,2023
0 people found
this helpful
Fantastic service! Rosalie was super helpful and very determined to help with my purchase. It was very complicated transaction, but Rosalie was always there and went beyond her job description to help. I would definitely give her 10 stars if possible. Highly recommend...
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“Very professional and customer focused agency...”

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Mar 23,2023
Minithumbup
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Rosalie
By: 'Tonia'
Mar 23,2023
0 people found
this helpful
O&J assisted me with the purchase of my first flat. They have demonstrated very high level of professionalism throughout the whole process - from the search untill the completion. I especially thank Joe, Rosalie and Michael for the excellent work....
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“Dedicated and professional team...”

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Mar 14,2023
Minithumbup
By: 'Steve'
Mar 14,2023
0 people found
this helpful
I can not fault OJ Surrey Quays for their personal approach and hard work. From purchasing my flat in 2004 to selling in 2023 they have been amazing We had one sale fall through on exchange but second time round the sale has gone through! Throughout the ...
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By: Stephen Banks
Apr 20, 2023
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Thank you for taking the time to leave this review Steve. We are delighted that you were happy with the service you received and look forward to dealing with you again in the future. ...

“Great team and very well managed tenancy...”

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Feb 23,2023
Minithumbup
By: 'Jack'
Feb 23,2023
0 people found
this helpful
I rented a property managed by Oliver Jaques over an 18 month period and could not fault them at all. Serkan managed the initial negotiation and moving in process very well and was always so easy to communicate with, throughout the tenancy he was always on ...
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By: Stephen Banks
Feb 28, 2023
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Thank you for taking the time to leave this review Jack. We are delighted that you were happy with the service you received and look forward to dealing with you again in the future. ...

“A perfect and seamless service from start to ......”

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Feb 22,2023
Minithumbup
Gina
By: 'tim'
Feb 22,2023
0 people found
this helpful
A perfect and seamless service from start to finish. Advertised my property and found me great tenants very quickly as required. Excellent communication throughout. Highly recommended in all aspects....
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By: Stephen Banks
Feb 28, 2023
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Thank you for taking the time to leave this review Tim. We are delighted that you were happy with the service you received and look forward to dealing with you again in the future. ...

“Satisfied customer for 25 years..!...”

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Feb 07,2023
Minithumbup
Erika
Gina
By: 'Alex'
Feb 07,2023
1 people found
this helpful
I think I must be there longest serving customer. Over 25 years have been a landlord with rental properties managed by them. I think the service has been consitent and at the excellent category. Living overseas it was important for me to have confidence in the ...
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By: Stephen Banks
Feb 28, 2023
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Thank you for taking the time to leave this review Alex. We are delighted that you were happy with the service you received and look forward to dealing with you again in the future. ...

“Very professional, quickly sorted an issue wi......”

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Jan 28,2023
Minithumbup
By: 'Louise'
Jan 28,2023
0 people found
this helpful
Very professional, quickly sorted an issue with furniture left behind in our new unfurnished flat, got a removal company sorted within hours. Seamless moving in process. Thanks Mike!...
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By: Stephen Banks
Feb 28, 2023
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Thank you for taking the time to leave this review Louise. We are delighted that you were happy with the service you received and look forward to dealing with you again in the future. ...

“5 🌟...”

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Jan 27,2023
Minithumbup
By: 'Francesca'
Jan 27,2023
0 people found
this helpful
Amazing agent, he helped us to find an house in a short time, very kind and always available for everything....
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By: Stephen Banks
Feb 28, 2023
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Thank you for taking the time to leave this review Francesca. We are delighted that you were happy with the service you received and look forward to dealing with you again in the future. ...

“Thanks to Mike for such a quick reply and fr......”

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Jan 26,2023
Minithumbup
Ben
By: 'Yu'
Jan 26,2023
0 people found
this helpful
Thanks to Mike for such a quick reply and friendly service. Glade to hear from Mike when we got the offer....
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By: Stephen Banks
Feb 28, 2023
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Thank you for taking the time to leave this review Yu. We are delighted that you were happy with the service you received and look forward to dealing with you again in the future. ...

“I spoke to OJ for about 2yrs before deciding ......”

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Dec 28,2022
Minithumbup
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Rosalie
By: 'ian mark stocker'
Dec 28,2022
0 people found
this helpful
I spoke to OJ for about 2yrs before deciding to sell my flat as the London market was very thin and unpredictable. They were realistic in their sale opinions and really helped the eventual buyer with everything - Paul & Samuel. I found their support in ...
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By: Stephen Banks
Feb 28, 2023
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Thank you for taking the time to leave this review Ian. We are delighted that you were happy with the service you received and look forward to dealing with you again in the future. ...

“We cannot recommend Mike enough!...”

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Dec 22,2022
Minithumbup
Michael
By: 'Ellen and Sam'
Dec 22,2022
0 people found
this helpful
We cannot recommend Mike and Oliver Jacques enough for finding a place to rent. We had a very difficult experience with finding our flat, and Mike went above and beyond to help us and ensure we found the perfect place. He was extremely helpful and ...
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By: Stephen Banks
Feb 28, 2023
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Thank you for taking the time to leave this review Ellen and Sam. We are delighted that you were happy with the service you received and look forward to dealing with you again in the future. ...

“Amazing service from Rosalie!...”

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Dec 20,2022
Minithumbup
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Rosalie
By: 'Chantelle A'
Dec 20,2022
0 people found
this helpful
The lovely Fahim organised my viewing of the property and from the moment Rosalie handled my purchase, the process was very smooth and efficient. I had been hoping to complete before Christmas but this seemed impossible with the pace of my solicitors and finding a ...
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By: Stephen Banks
Feb 28, 2023
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Thank you for taking the time to leave this review Chantelle. We are delighted that you were happy with the service you received and look forward to dealing with you again in the future. ...

“Excellent from start to finish...”

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Dec 15,2022
Minithumbup
Samuel
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Rosalie
By: 'Lesley Benson'
Dec 15,2022
0 people found
this helpful
From the initial viewing and second viewing with Samuel, through to the post-offer input from Rosalie to drive the sale through, we have been really impressed with Oliver Jacques as a company. As ever, there were a number of delays and infuriating issues, but Rosalie ...
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By: Stephen Banks
Feb 28, 2023
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Thank you for taking the time to leave this review Lesley. We are delighted that you were happy with the service you received and look forward to dealing with you again in the future. ...

“Happy experience...”

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Dec 01,2022
Minithumbup
Samuel
Michael
By: 'Lori'
Dec 01,2022
0 people found
this helpful
Very professional team with lots of passion for real estate and very responsive. Any query was responded quickly. I'm very happy about the service they provide and do recommend it if you are selling or buying in this area....
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By: Stephen Banks
Feb 28, 2023
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Thank you for taking the time to leave this review Lori. We are delighted that you were happy with the service you received and look forward to dealing with you again in the future. ...

“Happy experience...”

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Dec 01,2022
Minithumbup
Samuel
Michael
By: 'Lori'
Dec 01,2022
0 people found
this helpful
Very professional team with lots of passion for real estate and very responsive. Any query was responded quickly. I'm very happy about the service they provide and do recommend it if you are selling or buying in this area....
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“We just bought our first home through OJ and ......”

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Nov 29,2022
Minithumbup
Michael
By: 'Holly'
Nov 29,2022
0 people found
this helpful
We just bought our first home through OJ and couldn’t be happier! Michael took us on viewings and really knew the area well. Found the one for us and the process was really smooth. We got the keys in just under 3 months from offer ...
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Attachments

Review file
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By: Stephen Banks
Feb 28, 2023
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Thank you for taking the time to leave this review Holly. We are delighted that you were happy with the service you received and look forward to dealing with you again in the future. ...

“I am very grateful to Rosaile for her profess......”

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Nov 28,2022
Minithumbup
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Rosalie
By: 'Nina Giles'
Nov 28,2022
1 people found
this helpful
I am very grateful to Rosaile for her professional help in buying an apartment. She always listened attentively, helped,explained and was very patient.Our purchase was difficult, but throughout it and after she stayed in touch all the time and helped with advice as ...
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By: Stephen Banks
Feb 28, 2023
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Thank you for taking the time to leave this review Nina. We are delighted that you were happy with the service you received and look forward to dealing with you again in the future. ...
Staff picture Michael
(157)
Staff picture Stephen
(45)
Staff picture Gina
(40)
picture is hidden Rosalie
Staff picture Samuel
Staff picture Erika
(20)
Staff picture Ben
Staff picture Nicola
(2)
Staff picture Jack
Staff picture Jaydn

Tenant Fees

Holding Deposit (per tenancy)

Equivalent of One Weeks' Rent

Last updated on 03/06/2019, 1:36 PM by Stephen Banks MARLA - Lettings Manager

Security Deposit (per tenancy. Rent under £50,000 per year)

Equivalent of Five Weeks' Rent

Last updated on 03/06/2019, 1:37 PM by Stephen Banks MARLA - Letting Manager

Security Deposit

Equivalent of Six Weeks' Rent - (Non Housing Act Tenancies and AST's where annual rent is above £50,000)

Last updated on 03/06/2019, 1:38 PM by Stephen Banks MARLA - Lettings Manager

Administration Fee
£120 (inc. VAT), Pay Upfront

Company Tenancies and Non-Housing Act Tenancies (Including Referencing and Contracts)

Last updated on 03/06/2019, 1:39 PM by Stephen Banks MARLA - Lettings Manager

Pending

£108 - £150 dependent on property size. (Non Housing Act Tenancies or AST's where annual rent exceeds £50,000)

Last updated on 03/06/2019, 1:41 PM by Stephen Banks MARLA - Lettings Negotiator

Default Rent Payment
3% (inc. VAT), Pay Upfront

Above Base Rate of the Bank of England when Rent is 14 days late.

Last updated on 03/06/2019, 1:41 PM by Stephen Banks MARLA - Lettings Manager

Referencing
£42 (inc. VAT), On Completion

Landlord Reference when requested by tenant (Non Housing Act Tenancies and AST's where rent exceeds £50,000 annually)

Last updated on 03/06/2019, 1:43 PM by Stephen Banks MARLA - Lettings Manager

Variation Of Contract((Tenant’s Request)
£50 (inc. VAT), Pay Upfront

Amendments or Changes to the tenancy where requested by the tenant.

Last updated on 03/06/2019, 1:44 PM by Stephen Banks MARLA - Lettings Manager

Lost or replacement key

Lost Keys / Security Devices will be charged at cost of replacement + £30 administration fee

Last updated on 03/06/2019, 1:45 PM by Stephen Banks MARLA - Lettings Manager

Early Termination(Tenant’s Request)

Early Termination of Tenancy - If, for any reason, you request your landlord to agree to ending the tenancy earlier than the end date set out in the tenancy agreement (or in line with any break clause included in the tenancy agreement) then he/she does not have to agree to this. However, should your landlord agree, then he/she can ask you to reimburse him/her for any financial loss he/she might suffer as a result. This may include………….. Equivalent of letting fee already paid to the agent by the landlord from the date you wish to end your tenancy until the date the tenancy ends contractually (variable) as well as the New Tenancy Set Up Fee of £360 inclusive of VAT.

Last updated on 03/06/2019, 1:46 PM by Stephen Banks MARLA - Lettings Manager

Kindly note that legally, letting agents need to publish information about their tenancy fees, government-approved redress schemes and client money protection schemes on their website and on third party websites (on which agents are listed). For properties to lease/rent in England, agents need to keep this information up to date and precise on allAgents or specify within the property description.

Complaints Procedure

No procedure set.
Last updated at 4:00 PM 26/09/2019 by allAgents

Awards won by Oliver Jaques, London SE16 2LW



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Oliver Jaques

Branch - Surrey Quays, London, SE16