The Frost Partnership Reviews 50

Hi,
Poor communication and unjust treatment.
Thank you

Date of experience: December 18, 2024

Carla has been such great help, she has been attentive and made me feel valued as a customer. She went above and beyond to ensure everything went smoothly, even when I had additional questions.

Date of experience: December 20, 2024

Had EE call asking to switch said easy plug in asked for engineer to install been with out TV or WiFi after 4 calls engineer came out said we not wired up by open reach so now got wait till Fri did not say nothing at door I've just come out hospital with stroke spent hrs trying connect think is disgusting would not recommend EE or BT my wife been charged 41 pound for leaving so no TV or WiFi for week we both work NHS wouldn't never use or listen to there story's stay with who your with to much trouble written to obman not good enough why not make sure u can use 4 different customer services said different stuff my view do not go with EE bt is useless

Date of experience: December 18, 2024

As landlord and seller, I have been greatly helped by the teams at Frost in Surrey! Katie and Charlotte and their team members have been phenomenal at making the letting and sales process as smooth as possible for me. They have been patient and friendly which makes the partnership with them a really enjoyable experience. For that, I would recommend them highly!

Date of experience: December 13, 2024

A very disappointing experience during our tenancy period as tenants as the agents were very rude and not cooperative at all. At the end of the tenancy another clerk did the checkout and had no idea about the check in report as was done by a different clerk when we moved in. There were already cracks to the door and when we sent the pictures they refused and did not listen. Therefore, a large amount was deducted from our deposit and did not make any sense as we only were at the property for 1 year. There were a few things but not to this extent.

In addition, the door number and the intercom number were different and this made it difficult for deliveries to come to the property due to this misunderstanding. So watch out before renting with Frost Partnership.

Date of experience: November 15, 2024

I am a Landlord and Frost manage my property. Danielle in particular is efficient and communications effectively with my tenants and also me to ensure we are proactive in sorting out any issues.

Date of experience: November 29, 2024

We’ve recently had to adjust our lettings contract which required a smooth transition for both landlord and us as renters. Leah from Burnham played a vital role in ensuring that the detail of the fresh contract was drawn up and signed by both parties in a timely manner – very efficient. Many thanks Leah.

Date of experience: November 29, 2024

I had previously listed my property with 2 different Windsor estate agents for months and was beginning to feel like my proper was being used as a marketing tool 🙈 until Frosts came along.

The first thing that impressed me was the research Frosts had done as well as their unique presentation which had a lot of interesting information about my house and others in the area. This made a lot of sense when they urged me not to drop my price and why, and also how they work to find the right buyer/s.

I didn't need much convincing after that.

During the sales process Chris, the manager could not be more helpful AND knowledgeable. He seemed to have a remarkable talent with his buyers. I say this because in the few days my property was listed I had 5 viewings and 4 OFFERS, 2 of which were over the asking price !!

I sold my house through Frosts within a week of it being listed with a choice of buyers all ready to go!

And if I can give a mention of thanks to Denise and Nicola for a seamless sales transaction. All questions and queries were answered promptly (Chris is incredibly knowledgeable) paperwork and queries was managed efficiently and can I just mention Denise - her resilience is amazing. What a gem of a team!

When the sale went through I brought them all little gifts. Ive sold 4 properties in my time and this was by far the most seamless.

Chris Denise and Nicola, again thank u all so much. With your help finding the right buyer my sale and purchase went very smoothly and I will not hesitate to use your services again 🌟

Date of experience: November 01, 2023

Great customer experience, great people management, all in all a pleasurable sale experience. Managed expectations for myself and my wife well during the initial phase.

Date of experience: October 25, 2024

Carla Reynolds from property management has been extremely helpful and quick responding to any queries I may have regarding the property I rent from them.

Date of experience: October 18, 2024

I can only assume they are out of business. No response after several emails to various aliases including their director of lettings directly. They registered my tenants deposit despite the fact I only wanted them to find the tenant - I complained about this at the time. Now, at the end of the tenancy, they are not responding to a request for information on how to return it. I was going to sell the property through them but if they aren't in business anymore then I'll need to look elsewhere.

Date of experience: October 08, 2024

Terrible Experience. Terrible Management. Stay out of them, they simply try take your money like scammers.

Date of experience: August 12, 2024

Wonderful service from Channel Williams

We received very nice & friendly service from Channel Williams. She is always hard working, helpful, professional and practical. One more time thank you very mush for your outstanding service.�

Date of experience: July 24, 2024

Charlotte & Sarah were absolutely amazing in helping us with our first ever move! They were extremely quick and efficient and were always there to answer any questions. We were in a massive rush to get moved in and they took all our needs onboard. Couldn't recommend both of them enough and Frost Estate Agents as a whole! Since being moved in William and Mery from Property Management have been great with all our queries.

Date of experience: April 20, 2024

Date of experience: May 22, 2024

Wonderful service from Danielle Sprenger

We have been receiving service from Frost partnership for the last 7 years. However since Danielle joined the company our view has completely changed positively – we received very nice & friendly service from Danielle Sprenger She is always hard working, helpful, professional and practical . Before she joined the company, we were mislead by the property management team, who were slow and never taken care of the issues ( even Black mailing that could use anytime the management keys when trying the book time for repair visits etc) but since Danielle has joined the company she has always approved the issues with care and respect the family. We are really grateful for her efforts and positivity throughout what has been a stressful time for us particularly when we decided to vacate the property. I'm also very pleased with the fast and polite communication with Danielle. The Frost partnership should keep her and needs to recognise for her for the hard work who made such a positive impact for the customers. Wonderful service all round from Danielle.

Date of experience: May 15, 2024

Found out the tenants haven’t been paying council tax, called the agent for help. A very aggressive and rude guy was talking over me, blamed me in the situation and told me it was not their job to deal with the situation. Said he’d better speak to my husband! Sexist as well.
And while I was on the phone he told someone else, why is she calling me?
Never been disrespected like that before.
That is not the way to treat customers.
That is Feltham branch.

Date of experience: April 23, 2024

If I could give them zero stars, I absolutely would.

This also applies to Mackenzie Homes management in general as sometimes it’s hard to distinguish the difference between these two companies.

Disgusting and appalling service, especially from Pooja. She is not helpful with any issues that arise during your tenancy. She only reaches out to you when it is beneficial for her.

Firstly, when I first moved into the property the balcony was disgustingly dirty. The building has a massive problem with pigeons and to simply put it, they made a mess everywhere. There was pigeon poop all over my balcony for weeks on end. I was unable to use my balcony for WEEKS after I moved in. Then they finally decided to sort someone to clean it after weeks of me complaining and nagging them about it.

Secondly, the building then had plumbing issues which resulted in waste pouring down in the garage directly onto my car. It took them MONTHS to sort this issue after complaints from tenants. The building STANK of poop for months. The management kept saying they are not responsible for this problem and it’s Thames water’s fault and they kept going back and forth for weeks before finally fixing it.

Lastly, Pooja will continue to harass you even after your tenancy runs out. She shows no empathy towards any issues you might be going through. She is only chasing a commission and if you happen to stand in her way, she will do everything in her power to make you feel bad. She sends unprofessional emails and threatens to inform third parties of your personal situation which is not quite legal. They will try to scam you off your money and make sure that you don’t get your deposit back. They will add some “interest� rates to your rent and will justify it with saying it is in your contract.

Please if you ever decide to rent with them, make sure that you read the tenancy agreement multiple times and understand every single point as they will make things up as they go.

I would not use their services ever again even if they paid me for it.

To conclude, the whole experience was quite literally $hit.

Date of experience: April 20, 2024

It has been a very good ride since our partnership with The Frost. Very organised and qiuck response when contacted always. Keep up the good work esp Chanel Williams who is always in touch if needs be. Keep it up�

Hasifah

Date of experience: April 09, 2024

There is no complaints process, awful customer communication or urgency on a maintained property. Sebastian Rodriguez and Sarah Kirk have been unhelpful on an ongoing issue with contradictory statement when contacted, often pushing responsibility on the landlord when the contract is between us and Frost Partnership.
The service levels are unsatisfactory and no issues are resolved.

Date of experience: May 16, 2023