We used Wilford Smith for our sale and purchase which started back in April 2025. In the initial contact was good and the team seemed keen to have us on board and help us with everything. However, it soon became clear that a lack of communication would impact the process. With complaints from estate agents on both sides, we did consider transferring but we were give assurances that our case would be dealt with 'personally' but that individual then left the company and we were not informed. We continued to use the services as we were far down the line at this point. However, the lack of information or updates made the process very stressful and it felt like it had become my job to case management companies, land registry and other services in order for the sale and purchase to successful. We were fortunately supported by our estate agent. We did make a complaint in August about the service we were receiving as we had to make additional payments for management packs to be expedited when they should have been ordered by Wilford Smith. Towards the end of our transaction, the staff members change again, which again caused confusion right up to the day of competition.Overall, the staff we did speak to over the process tried to help but the people dealing with our case were often 'in a meeting' or 'at lunch' which made them unable to help us. I am grateful to the individual to did try and help our house sale and purchase through but unfortunately the over all service fell very short of what I would expect.
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