We began our purchase with Your Move Surbiton about 8 weeks ago, at the end of July. Our agent was Michael White. From the outset, we specifically asked about the neighbouring property, and on two separate occasions, Michael told us it was a “standard residential family home.” Based on this information, we made an offer the same day, which was accepted. We were told that all other viewings had been cancelled. However, during our searches, we discovered the neighbouring property is actually operating as a residential care home children with behavioural and emotional needs (Use Class C2). This was never disclosed to us. When we raised this with Michael, he didn’t acknowledge the issue and instead responded with comments like, “Why would children next door worry you?” and, “Let me know what you’d like to do ASAP, I get 3–4 calls a day on this one.” There was no apology, no accountability and he eventually stopped communication. We escalated the issue to the Partner at Your Move, Mr. Jose. He claimed the branch was unaware and said Michael had only heard that the children “had carers.” However, the vendor’s solicitor later confirmed that Michael had been told verbally about the property’s “use” as a care home when he was instructed to market the property. To this day, there’s been no explanation or accountability why it was presented to us as a typical family home. While considering how to proceed with this significant information, we paused some legal work to avoid further costs. Less than a week later, the property was relisted online without a single notice, despite us still being active buyers and never having withdrawn. When questioned it, we were told the vendor requested this due to a “lack of communication.” We still don’t know what was discussed between the agents and vendor, but is it really professional to just relist a property without any communication buyers are trying to process such material information and carefully deciding next steps? Still trying to move forward in good faith, we submitted a revised offer, which was accepted as the vendor apparently wanted to move swiftly with the process. We updated our mortgage, scheduled a survey, and kept all parties in the loop. On the day of the survey, the agents turned our surveyor away claiming the vendor was ill, again, without any communication beforehand. We had to find out this information from the surveyors. Soon after, we were told a buyer, who had “viewed the property a ago”, had submitted an offer. No timeline or details were provided, and it’s unclear how this happened since the property was listed as SSTC (other than the time it was just relisted without any communication to us). From start to finish, this was a horrible and unpleasant experience dealing with misleading statements, pressure tactics, vague communication, and a complete lack of accountability or professionalism. Especially disappointing considering the significance of a property transaction. It’s also a shame that the most important people in the process were the ones that we couldn’t rely on clear, honest communication. As firsttime buyers, we came into this process in good faith, hoping to work with honest, reliable agents. We are leaving exhausted but relieved that we dodged a bullet. If you're thinking of buying through this branch, be very cautious. Verify everything independently, multiple times necessary, and do not take anything they say at face value.