Review Time
Recently sold with Lawrence rand it wasnt as smooth sailing as hope but with the help from Jessica it worked out in the end. Jessica was very helpful and always easy to get hold off. Thank you jess.
My experience with Lawrence Rand has been terrible from beginning to end. The property had multiple serious issues that were ignored, including a gas oven that was never connected and posed a live gas risk, confirmed by a gas engineer who had to remove it immediately. The gas safety certificate they provided didn’t even include the oven, a veryshocking and dangerous omission. Throughout the tenancy, I was given misleading and false information. When I questioned this, instead of correcting their mistakes, they tried to twist the situation and later accused me of being “rude” simply for following up on issues they already knew about. Emails were ignored, important details were hidden, and I repeatedly felt they were not being honest or transparent.Other problems, like a blown window, woodlice, and unsafe stairs, were brushed aside, and it became clear they were more interested in protecting the landlord’s costs than fulfilling their legal responsibilities or ensuring our safety.I’ve had to involve a solicitor because of the level of negligence, dishonesty, and stress caused. I would never recommend Lawrence Rand to anyoneHello, just reading Lawrence Rands response. Thank you for your response. I am disappointed to see your claim that you have “no record” of any reports or correspondence, as this does not reflect the experience I had. All of the issues mentioned in my review were raised repeatedly during the tenancy, and your team responded to many of them at the time. There were ongoing safety concerns, incomplete works, and significant communication gaps that were fully documented in email trails with your office. To now suggest that my tenancy cannot be verified is misleading and does not align with the history of contact I had with your staff. If you are genuinely committed to investigating, the full record of these matters already exists within your system. For the record, please also provide the correct contact email or phone number you expect me to use, as this was not included in your reply.
Our experience with Lawrance and Rand started off on a very disappointing note. One of their staff members, Mr. Graham, was extremely rude and dismissive. As tenants, we were made to feel like we didn’t matter, and it was clear he had no interest in helping us or addressing our concerns. His attitude made the entire renting experience unnecessarily stressful in the beginning.However, everything changed when Ms. Sarah took over the management of our flat. She has been nothing short of amazing — truly an angel. From the moment she stepped in, she handled every issue with genuine care and urgency, as if it were her own home. With the help of our flat owner, she ensured that all our problems were resolved quickly and professionally. Her communication, compassion, and efficiency restored our faith in the agency.We also want to give a big thank you to Chloe, who, along with Sarah, has been incredibly supportive and helpful throughout our tenancy.We feel genuinely blessed to have had Sarah after Laura Butler looking after us. They are the reason we would consider dealing with Lawrance and Rand again in the future.If someone really needs to sort out their problems quickly and professionally, we highly recommend reaching out to Sarah at Lawrance and Rand Estate Agents.
8 Jan 2026I won't update a third time to the shifting sands of LR's many repeated reply revisions and updates, however I would note that veracity and aggressive denial have been a further issues. EVERYTHING I say below is 100% true...and even then is not the whole story of our experiences. It is certainly not the case that everything written by LR in response is true.‐-------------We had a really poor experience with Lawrence Rand in Ruislip Manor, selling a house as part of the administration of our mum's estate. I give just a flavour here. The nature of offers was misrepresented, it seemed clear afterwards with the motivation to maximise agency fees rather than serve our interests. For example, a real cash offer was advised against whilst an offer from another agency client was strongly promoted...despite being well below the agent's own suggested baseline price...as akin to a cash offer and a near guaranteed 6 week completion. Most concerningly, when the potential buyer had their own sale fall through, who'd instructed the same agency, this was actively hidden from us for several weeks, presumably to keep the double commission in play. Our repeated enquiries about what was happening during that period were just ignored.With all trust lost, the agency management was then verging on aggressive in trying to keep hold of the business, with their idea of complaint handling being eg for the owner / manager to turn up physically at our home, explicitly against our expressed wishes, to try to 'talk us round'. But there really could be no "resolution" to the type of behaviour we'd experienced, as against more basic 'poor performance.Our eventual buyer had their own separate poor experiences with Lawrence Rand, themselves moving to a new agency (Gibbs Gillespie) and describing the difference compared to Lawrence Rand as "like night and day". Other issues for us included the agency refusing to remove the property from the company website, long after we asked for this and had ended the contract...and similarly leaving their sign up many weeks after we'd asked it to be removed, for advertising.After around 8 months we concluded the sale entirely through our own efforts and engaging directly with our buyer, having sacked the agency months previously, though the agency still insisted on their full fee, from a residual contractual clause, despite their behaviours and doing little. We'd not had touch with the agency for months, then they emailed us even on Christmas Day pressing for their full fee after we ourselves, acting alone, finally concluded a sale. Money remained their sole concern. Business ethics and moral principles don't feature. Even our buyer said "they don't deserve a penny". But really for us it was more the principles of dealing with an agency which, for us, exemplifid the worst practices of the sector. Initially slick, but OMG we hugely regretted going with them.
I regretfully feel that we made the wrong decision in appointing this real estate agent. While they said all the right things to secure our business, such as promising, "If I don't sell it within 2-3 weeks, I am not doing my job," and saying it was very possible we could have it settled by January, the reality did not match the promises. It took nearly seven weeks to receive the first of two offers, and several more weeks for any real action from the buyers. We were well into March before we exchanged and completed.From the start, their communication was poor. Although initially fine with me, it felt that as a female, they consistently directed communication to my husband, despite him telling them on two separate occasions to speak to me. Apparently, this is due to a system error where they call the first contact—a system I would suggest they fix. This behavior only changed after his intervention. Additionally, the frequency of communication while the property was on the market was irregular at best.While their in-house progressor seemed largely on it and did a good job chasing the buyers, their solicitor, their lender, and the estate agent acting for the buyers' buyers on the property they had for sale, they only really got in contact once I had nudged them several weeks after accepting the offer to find out the status. It was our conveyancer who was able to dig a bit deeper and find out what was really going on on the buyer's side and where things were getting stuck. Additionally, we were told by the estate agent that the buyers were chain-free, which turned out not to be the case, and the buyers also failed to disclose that they had a lease requiring extension—something that we feel should have come out during due diligence.The pre-sales service was promising, but the after-sales service did not live up to expectations. I considered appointing a second agent several times but went against my better judgment. I can only hope that potential buyers receive better service, but I am not confident in that. In short, we would not use them again.
This agency shows little to no regard for either landlords or tenants. Communication is non-existent, and the owner outright refused to speak with me when I raised concerns. Their service is poor across the board — except, of course, when it comes to issuing invoices, which they manage with surprising efficiency.There is no communication inside the agency. Apparently different departments do not talk to each other in 800 sq. ft. Ridiculous. The only person very helpful was the Sales Director which I know since 2020. The owner, facing an issue with shared responsibility even refused to talk to me. I am now left with legal letters for bills not paid, inspections from TV-licence, collecting agents knocking on the door asking to enter in my property. Awful. Given 5 days notice before ending the tenancy, and this was indeed partly my fault, the only concern of the agency was to raise the invoice for their commissions instead of supporting with the inventory and explaining the best practice. I strongly recommend avoiding this agency. There are several others in the area that offer far better service and professionalism.For anyone will ready the answer from the Agents, please put yourself in the customer shoes and judge whether this has been a customer focused approach instead of a company-centric cash generating business ignoring the person who actually provided them business.
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Lawrence Rand is an award-winning, independent estate agency established in 2008. With over 15 full-time property professionals and more than two decades of leadership experience, we specialise in residential sales, lettings and property management.
Since day one, our mission has been simple: to deliver exceptional results with honesty, transparency and first-class customer service. We combine traditional estate agency values with modern marketing, proactive communication and a highly motivated team focused on achieving the best possible outcome for our clients.
We understand that moving home is one of life’s biggest decisions. That’s why we pride ourselves on being responsive, knowledgeable and supportive at every stage of the journey — from valuation through to completion and beyond.
At Lawrence Rand, we don’t just list properties — we build long-term relationships based on trust, performance and proven results.See more
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