Review Time
As first-time buyers, the whole process felt quite overwhelming at times, so we’re incredibly grateful to Zack, Donna and Chloe for all their support and guidance. Zack in particular was brilliant — he kept everything moving, explained things clearly, and always made time to answer our questions, which gave us real confidence throughout.
From start to finish, their communication was excellent — they kept us updated every step of the way and explained everything clearly, which really helped put our minds at ease.
What stood out most was how quickly they responded to our emails. No question ever felt too small and their prompt, reassuring replies made a stressful experience feel much more manageable. Thanks to them, buying our first home was genuinely exciting rather than stressful, and we couldn’t have asked for a better team to guide us through it.
Thank you!!
Emma & Chris
We faced some challenges at first with one of the solicitors managing our case due to unclear and slow communication, leading to significant delays. However, after some time, we were assigned a different solicitor who handled our case exceptionally well, allowing us to successfully complete our purchase. Overall, I'm pleased with the work of the latter solicitor, but I advise future clients to ensure that their assigned solicitors communicate effectively from the start.
My contacts were very professional, always a pleasure to talk to, and extremely helpful over the phone. When I emailed long lists of questions, they provided informative answers and usually offered to discuss further over the phone. The overall work quality was high, with only one minor typo noted. My main concern was the lack of updates regarding my house purchase status, leading to occasional follow-ups to ensure progress. The service has an app meant to provide automatic updates on milestones, but it didn’t function as intended, requiring me to seek updates periodically. Nonetheless, I believe this issue is common among solicitors and likely not worse than with others. Overall, I would recommend this service for house purchases.
My contacts were very professional, always a pleasure to communicate with, and extremely helpful over the phone. When I sent them lengthy lists of questions via email, their responses were always detailed, and they often offered to discuss further over the phone if I had any confusion. The overall work quality was high. I only noticed a minor typo in the documents provided. My main concern, which led to a 4-star rating instead of 5, was the lack of updates regarding my house purchase status; I occasionally had to follow up to ensure progress. The service has an app intended to provide automatic updates on milestones, but it didn’t work as expected, leading to some delays in communication. Nevertheless, I believe this issue is common with solicitors and likely not worse than with other firms. Overall, I would recommend this service for house purchases.
Regrettably, I cannot recommend this firm based on my experience. The process took 6 months for an empty apartment with no chain. There were delays in paperwork, including not requesting necessary documents until 2.5 months in, despite them being included in the initial quote. I faced poor communication throughout, with emails from both myself and the sales agent going unanswered. The app was rarely updated, making it hard to track my case. I encountered incorrect paperwork multiple times and a lack of attention to detail and customer care. Due to the delays, I had to contact the seller directly to keep the deal moving, while my representative blamed the seller for the holdups. I felt undervalued as a customer, except when they needed payment, at which point they were very responsive. It seemed that the service was not working for me but rather against me. I feel unfortunate to have had this experience.
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Holden Smith are a law firm with a difference. You, our clients, are at the centre of everything we do. We want your experience with us to be refreshing, simple and straight-forward. Our dynamic, pro-active and tech-savvy team will use every available method to speed up service in all areas.'
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