Underhill Estate Agents
Exeter City Centre, Exeter, EX1
4.9/5, 23 reviews
96% recommended
82% lettings valuation accuracy
99% lettings fee satisfaction

“We have had a mixed experience with Underhills.The process ......”

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Jan 08,2014
Minithumbdown
By: 'Finally'
Jan 08,2014
3 people found
this helpful
We have had a mixed experience with Underhills.
The process of setting up the tenancy was an absolute joke - they were utterly incompetent and gratuitoously unhelpful. They never responded to emails or returned phone calls, didn't keep us informed about what was going on, required us to travel across the country to sign a contract they could just have posted and attempted to withhold the contract from us after we had signed it (!!).
That's the bad side. The good side is that once we moved in they were really good, sorting out problems promptly and actually returning phone calls.
They were OK, when we moved out - they lost our letter giving notice to quit, but the handover process was otherwise very good and the deposit released promptly.
What agent could do to change your mind?
I'd rather have clicked a 'maybe' option, but that wasn't available. The process of arranging the tenancy was appalling, which is why I wouldn't recommend them. That said, the moron we dealt with was obviously pretty new and seems to have disappeared pretty quickly, so perhaps this was atypical. Making us travel across the country to sign the tenancy was entirely unnecessary and extremely inconvenient.
Attached Filesnbsp;
Was this helpful? Yes
By: Joe
Jan 10, 2014
Thanks for taking the time to post a comment, albeit, as you say, mixed.

It's hard to offer a direct response because we do not know the tenant/client involved, and the circumstances don't reflect either our policies or experience - we'd certainly have no problems in sending and receiving contracts by email/post/scan, so perhaps there was some misunderstanding at work, here. We do, of course, respond to calls and emails as quickly as possible, so again this might reflect a failure of messages to get through from one side or the other. Sometimes - though again without knowing the circumstances we can't be specific - we do have to follow directions and instructions from our landlords, who after all are the people to whom we have first responsibility and whom we are acting for, especially before a tenancy agreement is signed and the tenancy commenced. This might also explain some of the issues flagged here. We'd welcome a direct contact from the tenant so that we can review our case notes and policies.

It is, though, refreshing to hear that the tenancy itself was managed efficiently, with all problems resolved quickly, and with an effective and prompt handover and return of the deposit. I'm sure prospective tenants and landlords will be glad to know that our management of the property - their home or business investment - is conducted smoothly and without problems, even if the commencement of this individual, isolated tenancy seems to have been a little laboured.

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Opening Hours
Address

Underhill Estate Agents
67 South Street
Exeter
Devon
EX1 1EE
01392 272202

Performance statistics
Services Valuation Accuracy Fees Satisfaction Min Price of property reviewed Max Price of property reviewed
Lettings 82% 99% £370 £925
Review statistics
From Landlords From Tenants From Vendors From Buyers Other
11 0 10 1 0 0 1 0 0 0
Areas covered
  • Heavitree
  • EX2
  • St James
  • EX4
  • Whipton
  • EX1
  • Wonford
  • EX3
  • Newtown
  • EX5
  • Kings Heath
  • EX6
  • Polsloe Bridge
  • Exeter
  • Pinhoe
  • Topsham
  • Exminster
  • St Leonards
  • Alphington
  • St DAvids
Services offered
  • Sales
  • Lettings
  • Block Management
  • Surveys
  • Conveyancing
  • Mortgage Advice
Members of
TPOS Sales TPOS Lettings TPOS DPS
Latest Properties
Underhill Estate Agents Branches (view all )

“Underhills Exeter...”

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Oct 22,2018
Minithumbup
By: 'Peter'
Oct 22,2018
0 people found
this helpful
We have rented our property through Underhill for more than 10 years. The staff has always been efficient, helpful, proactive and friendly. They were also very helpful when we finally decided to sell the property....
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Comment on agent fees
very reasonable
Was this helpful? Yes
By: Pete Gilmour
May 06, 2019
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Just a quick email to thank your team in South Street for the excellent, professional service they provide. You may get emails complaining about service but sometimes we forget to tell you about the good service that we experience. It can be a difficult act to balance the requirements of both tenants and landlord it what is sometimes an demanding environment but I feel that both Jon and Ed do this very well. I have been with quite a few letting agents over the years but I think your current ...

“Thank you for an excellent service over the past 10 years ......”

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Jan 30,2017
Minithumbup
By: 'Henry'
Jan 30,2017
11 people found
this helpful
Thank you for an excellent service over the past 10 years or so. Both we as landlords and our tenants have always valued your prompt and efficient working practices....
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Comment on agent fees
The fees reflect the quality of tenants attracted and the quality of the service offered.
Was this helpful? Yes

“Tess and Sarah both helped me with re-renting my property. ......”

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Jan 16,2017
Minithumbup
By: 'Claire'
Jan 16,2017
11 people found
this helpful
Tess and Sarah both helped me with re-renting my property. Tess always returned my many emails and gave to quick and accurate answers to my various and numerous queries, especially about dealing with ex-tenants and deposits. Sarah was also very helpful and offered some valuable ...
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Comment on agent fees
Average
Was this helpful? Yes

“I thought the service I received from viewing the property ......”

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Jan 09,2017
Minithumbup
By: 'Chris'
Jan 09,2017
10 people found
this helpful
I thought the service I received from viewing the property to getting the keys was fantastic. Underhills were great at ensuring a fast turnaround from the previous tenant as I needed to move in at short notice. Sarah was very thorough at going through all ...
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Comment on agent fees
Agents fees were very reasonable compared to those I have paid previously
Was this helpful? Yes

“Tess took really good care of us and answered all ......”

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Jan 06,2017
Minithumbup
By: 'Sarah'
Jan 06,2017
10 people found
this helpful
Tess took really good care of us and answered all our enquiries fast. We are delighted with the place she has found for us and we just can't thank her enough. She is very Nice and professionnal and so is the rest of the staff, ...
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Comment on agent fees
Good
Was this helpful? Yes

“On recommendation, I have recently let a property through Underhill; ......”

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Jan 06,2017
Minithumbup
By: 'Mike'
Jan 06,2017
11 people found
this helpful
On recommendation, I have recently let a property through Underhill; this with ease. All three members of staff assisting were friendly, efficient and have provided a high standard of communication throughout. Professional, with excellent local knowledge which is key, therefore happy to recommend this agent ...
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“Underhills have provided an excellent service for us for many ......”

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Sep 12,2016
Minithumbup
By: 'Daniel'
Sep 12,2016
13 people found
this helpful
Underhills have provided an excellent service for us for many years. We have purchased and subsequently let properties through them. Their service is second to none. Tess was always very helpful and prompt in replying to any questions we had. We will continue to use ...
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Comment on agent fees
Fees were very good.
Was this helpful? Yes

“Having rented a number of properties from various agents over ......”

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Jul 22,2016
Minithumbup
By: 'Monika'
Jul 22,2016
21 people found
this helpful
Having rented a number of properties from various agents over the years, I'd like to say that the service I have received from Underhill regarding my latest home has been far and away the best. Tess was wonderfully patient with (and prompt in replying to) ...
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Comment on agent fees
Excellent value
Was this helpful? Yes
By: Joe Catcheside
Jul 22, 2016
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Hi Monika, many thanks for your kind words. We do very strongly believe that the best way to look after our Landlords, is to look after our tenants. Happy tenants care for their home, pay rent on time, and stay for as long as their circumstances allow. Doing the right thing by our tenants is the best way to make sure our Landlords' investments are looked after, and void periods are avoided. As you will know, we don't seek to charge either tenants or landlords for those nasty and unne ...

“My housemate and I were two postgraduate students looking for (......”

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Jun 27,2016
Minithumbup
By: 'Jack'
Jun 27,2016
21 people found
this helpful
My housemate and I were two postgraduate students looking for (last minute) accommodation in Exeter. As our housing agent, Tess guided us through the entire process from paying our deposit to leaving the property and retrieving our deposit. Throughout the entire year Tess - and ...
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By: Joe Catcheside
Jul 18, 2016
View all comments (1)
Thanks for taking the time to review our company, Jack. We are very pleased with your comments, though you'll see from the other reviews that we are very aware of how professional and diligent Tess and her team are! We hope that we can help you with your property needs in the future. ...

“We are very satisfied with the service we get in ......”

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Apr 30,2016
Minithumbup
By: 'R'
Apr 30,2016
21 people found
this helpful
We are very satisfied with the service we get in connection with renting our property. They found ideal tenants straight away and they have now been trouble free for over two years. There have been some issues with the building that contains our flat, and ...
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Comment on agent fees
The fees are reasonable and inclusive, with no hidden extras.
Was this helpful? Yes
By: Joe Catcheside
Jul 18, 2016
View all comments (1)
Thank you so much for your kind words. We really do try our utmost to make sure everything goes smoothly, but its comments like this that make it all worth while. ...

“Nikki has been wonderful, always keeping me up to date ......”

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Apr 28,2016
Minithumbup
By: 'Giles'
Apr 28,2016
19 people found
this helpful
Nikki has been wonderful, always keeping me up to date and going the extra mile on numerous occasions. She has helped find an attractive investment property for me to purchase, assisted in the purchase process and finally finding a good tenant....
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Comment on agent fees
Great value for money
Was this helpful? Yes
By: Joe Catcheside
Jul 18, 2016
View all comments (1)
Thanks, Giles, for your kind comments. We know that it is very important to give support and peace of mind to our Landlord clients who, like yourselves, are rarely in the South West, and so rely on us to look after your investment portfolio. It's great to be appreciated! ...

“Underhills have proved to be a very competent and efficient ......”

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Apr 28,2016
Minithumbup
By: 'Underhills'
Apr 28,2016
17 people found
this helpful
Underhills have proved to be a very competent and efficient managing agents. From the outset when they decided to to enter the world of management from house agency only they soon formed a very sound team who have become very knowledgeable in the complex property ...
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Comment on agent fees
A fee acceptable to both sides as fair and proper
Was this helpful? Yes
By: Joe Catcheside
Jul 28, 2016
View all comments (1)
Hello, our anonymous reviewer! We are very glad that you've found our service meets your needs and expectations, and your endorsement is genuinely appreciated by Tess and her team.... even if we don't know who you are! ...

“As overseas landlords, we're very happy with the service we've ......”

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Apr 22,2016
Minithumbup
By: 'E.Mullins'
Apr 22,2016
23 people found
this helpful
As overseas landlords, we're very happy with the service we've received from Tess and Lindsay at Underhill and would certainly recommend them to others considering letting in the Exeter area....
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Comment on agent fees
Competitive fees within the Exeter area
Was this helpful? Yes

“The Lettings team at Underhill are excellent and I have ......”

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Apr 06,2016
Minithumbup
By: 'Tim'
Apr 06,2016
19 people found
this helpful
The Lettings team at Underhill are excellent and I have been very happy with their service provided. In particular, Tess Wigram has been a very positive and professional member of staff helping guide me through the management of my investment property. She is very good ...
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Was this helpful? Yes
By: Joe Catcheside
Jul 28, 2016
View all comments (1)
Hi Tim, we really appreciate your thoughtful words about Tess and the Lettings team. We are very aware that our Landlords' properties are an investment in their future... indeed, for an increasing number of people, rental properties have replaced pension funds as a life-long asset plan. Moreover, we find the best way to look after a property, is to look after the tenants who have made it their home. It's a win-sin situation that we strive for, and we're glad that it is working for you. ...

“Happy with the service, Tess is very friendly and is ......”

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Mar 09,2016
Minithumbup
By: 'Tom'
Mar 09,2016
21 people found
this helpful
Happy with the service, Tess is very friendly and is great at getting back to me. Resolves any issue on the day if not the next day. Thanks!...
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Was this helpful? Yes
By: Joe Catcheside
Jul 28, 2016
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Hello Tom, thanks for taking the trouble to write a few lines for us. We really do try to go over and above to make sure our customers are catered for. Your comments are very much appreciated. ...

“Tess has worked very hard to ensure we feel comfortable ......”

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Feb 19,2016
Minithumbup
By: 'Great'
Feb 19,2016
20 people found
this helpful
Tess has worked very hard to ensure we feel comfortable and happy in our home. The day before we moved in, Tes went through all the legal documents with us and made us feel extremely comfortable about moving and ensured that if we ever needed ...
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Comment on agent fees
Good
Was this helpful? Yes

“Tess has been hugely helpful and customer focussed from the ......”

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Feb 19,2016
Minithumbup
By: 'Todd'
Feb 19,2016
19 people found
this helpful
Tess has been hugely helpful and customer focussed from the off. Little things like having chocolate treats on hand for the Kids, through to helping with maintenance on the property and general account queries. Highly recommended....
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Comment on agent fees
Fees all seem reasonable in my experience
Was this helpful? Yes
By: Joe Catcheside
Jul 28, 2016
View all comments (1)
Hi Todd,, many thanks for your glowing review. We do try to anticipate and respond to the situations of our customers... including those with young children, for whom an office and form filling are hardly fun! We're glad that on this occasion, we were able to make your experience a little less fraught, and to provide a service over and above. Thanks again! ...

“To whom it may concern.I have found Underhills and ......”

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Feb 17,2016
Minithumbup
By: 'Rising'
Feb 17,2016
22 people found
this helpful
To whom it may concern. I have found Underhills and Tess Wigram in particular to be excellent at getting me good, long term tenants. They/she have/has proved to be both efficient and diligent in all aspects of my relations with them. I have ...
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Comment on agent fees
The agents fees are fair. I wonder if they should reduce fees on a percentage basis for those that have more than one property?
Was this helpful? Yes

“I've been speaking with Tess since our first viewing of ......”

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Jan 17,2016
Minithumbup
By: 'LucyP'
Jan 17,2016
20 people found
this helpful
I've been speaking with Tess since our first viewing of the property and she has always been friendly, helpful and sincere. I feel confident that I can approach her with a problem and that she will do all she can to help solve it. I ...
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Comment on agent fees
Average
Was this helpful? Yes

“We have always had great service in handling our lettings ......”

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Jan 14,2016
Minithumbup
By: 'E&P'
Jan 14,2016
19 people found
this helpful
We have always had great service in handling our lettings from Tess and the team - professional, friendly and fast. We've been with Underhills for years and their help has been invaluable, especially as we live some way away....
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Comment on agent fees
Fees appear appropriate for level of service
Was this helpful? Yes

“Underhills went out of there way to accommodate my needs; ......”

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Dec 23,2015
Minithumbup
By: 'Syed'
Dec 23,2015
18 people found
this helpful
Underhills went out of there way to accommodate my needs; whether it was leakage, appliance malfunction or any other queries, they were always courteous, prompt, transparent and extremely thorough. The staff is comprised of genuinely nice and kind ladies. But most importantly and above all, ...
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“Excellent, rapid response to all enquiries - in the past 3 ......”

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Dec 09,2015
Minithumbup
By: 'Benjamin'
Dec 09,2015
19 people found
this helpful
Excellent, rapid response to all enquiries - in the past 3 months we have had tiles fall of the roof, electricity blow in the kitchen and the back door swell up so unusable, however due to prompt service the issues have been resolved quickly and had ...
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“We have had a mixed experience with Underhills.The process ......”

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Jan 08,2014
Minithumbdown
By: 'Finally'
Jan 08,2014
3 people found
this helpful
We have had a mixed experience with Underhills. The process of setting up the tenancy was an absolute joke - they were utterly incompetent and gratuitoously unhelpful. They never responded to emails or returned phone calls, didn't keep us informed about what was going on, ...
read full review
What agent could do to change your mind?
I'd rather have clicked a 'maybe' option, but that wasn't available. The process of arranging the tenancy was appalling, which is why I wouldn't recommend them. That said, the moron we dealt with was obviously pretty new and seems to have disappeared pretty quickly, so perhaps this was atypical. Making us travel across the country to sign the tenancy was entirely unnecessary and extremely inconvenient.
Attached Filesnbsp;
Was this helpful? Yes
By: Joe
Jan 10, 2014
View all comments (1)
Thanks for taking the time to post a comment, albeit, as you say, mixed. It's hard to offer a direct response because we do not know the tenant/client involved, and the circumstances don't reflect either our policies or experience - we'd certainly have no problems in sending and receiving contracts by email/post/scan, so perhaps there was some misunderstanding at work, here. We do, of course, respond to calls and emails as quickly as possible, so again this might reflect a failure of messages ...
No fees information available
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

In the first instance, we would encourage customers to deal frankly with whichever staff member they have been speaking to. We operate on a policy of honesty, openness and full disclosure.

If we have inadvertently done something that you are not happy with, we would far rather that you raised it with us, so that we can take appropriate action, whether that be undoing something done in error, or explaining something done with a purpose that you were unaware of.

If you are not happy with the outcome, then formal complaints should be made in writing to Melinda Fonda, Managing Director, Underhill Real Estate Agents, 67 South Street, Exeter EX1 1EE.

The complaint will be treated with the utmost gravity, either by Melinda in person, or if she has been involved in the events leading to the complaint, by one of the other Directors. A final viewpoint letter will be issued by the company after a thorough investigation.

In the event that matters are still not addressed to your satisfaction, we are subscribed to The Property Ombudsman scheme, and adhere to their procedures. We will provide full details of how to take a complaint to their arbitration, and you can read their information directly at https://www.tpos.co.uk/.
Last updated at 4:29 PM 18/04/2019 by allAgents

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