Connells Logo

GoNoGo Property Industry Review & Benchmarking 2025

Connells Group Deep Dive: GoNoGo 100-Point Benchmark, Real Customer Insights, and Branch-Level Analysis

GoNoGo 100-Point Property Framework & Methodology

Regulatory Compliance
12%
Ombudsman membership, CMP, AML checks, no recent fines, up-to-date redress and data protection.
Customer Satisfaction
23%
Trustpilot, Google, AllAgents, complaint resolution, CSAT surveys, social sentiment.
Value & Transparency
20%
Fee transparency, fair contract terms, clear pricing, no hidden charges.
Innovation
12%
Digital onboarding, e-signatures, online tracking, virtual tours, proptech adoption.
Security & Data
9%
GDPR, secure document handling, no breaches, robust ID checks.
Accessibility
9%
Branch access, disability support, digital accessibility, multi-language.
Sustainability
5%
Green office, paperless, local community work, EPC advice.
Additional Features
10%
Mortgage/insurance, auctions, lettings, landlord tools, unique extras.

How We Score

  • Each brand and branch is scored out of 100, weighted by the categories above.
  • Scores are based on verified customer reviews (Trustpilot, Google, AllAgents), regulatory filings, digital audits, and award records.
  • Branch scores are normalized against brand and peer averages.
  • All verbatim comments are sourced and linked for transparency.

Connells Group – Brand Overview

Connells Logo
Founded1936
Branches180+ (UK-wide)
Parent CompanySkipton Building Society
ServicesSales, Lettings, Mortgages, Conveyancing, Asset Management, Surveys, Auctions
GoNoGo Score87/100
Trustpilot4.6★ (7,800+ reviews) source
Feefo4.7★ (1,386 ratings, 2025) source
AllAgents4.6★ (3,800+ reviews) source
Google4.2★ (varies by branch)
Awards
  • MoneyAge Mortgage Awards: Overall Broker of the Year (2021) source
  • Feefo Trusted Service Award (2024) source

GoNoGo Score Breakdown

CategoryScoreRationale
Regulatory Compliance12/12Member of The Property Ombudsman, CMP, AML, no recent fines [1]
Customer Satisfaction20/23High review scores, some complaints about post-sale follow-up
Value & Transparency18/20Clear fee structure, but some negative comments on contract complexity
Innovation10/12Digital onboarding, 3D tours, e-signatures, online tracking
Security & Data8/9GDPR compliant, secure document handling
Accessibility8/9Branch access, digital accessibility, multi-language support
Sustainability4/5Paperless options, EPC advice, local community work
Additional Features7/10Mortgage/insurance, auctions, landlord tools, but no app

Strengths & Concerns

  • Strengths: National reach, digital innovation, high sales conversion, trusted brand, award-winning mortgage services.
  • Concerns: Some branches report slow deposit returns, post-sale follow-up, and staff turnover (see Indeed reviews).

Top Customer Themes (2025, All Channels)

  • Communication & updates (48%)
  • Transparency of fees (32%)
  • Branch-to-branch consistency (18%)
  • Aftercare/post-sale support (16%)
  • Digital tools & online tracking (15%)
  • Staff turnover & training (12%)
Sentiment:
48% Positive
32% Neutral
20% Negative

Representative Customer Verbatim (Linked)

“Connells made the process very easy and stress free. I was kept updated at every stage and the staff were always friendly and helpful.”

Trustpilot, Mar 2025

“Great service from Connells, quick sale, and the mortgage advice was invaluable.”

Feefo, Feb 2025

“The team at Connells Leamington Spa have been super helpful in securing us a property in the area. Would wholeheartedly recommend them.”

Connells Leamington Spa, May 2025

“After being let down by another agent, Connells were quick to help us arrange viewings and went out of their way to accommodate us.”

Connells Leamington Spa, May 2025

“I would like to thank Connells St Neots branch, especially the manager David Finnigan for helping us sell our house… could not fault them.”

Connells St Neots, Jun 2023

“Post-sale follow-up was slow, had to chase for updates after completion.”

Trustpilot, Jan 2025

“Deposit return took longer than expected, but staff were polite.”

AllAgents, Feb 2025

“High staff turnover and slow to fill positions, leaving others to pick up the slack.”

Indeed, Feb 2025

“Zero training, awful management, corrupt, money grabbers.”

Indeed, Mar 2025

“Very good, enjoyable company to work for. Have been supported both in both my personal and work life by them.”

Indeed, Feb 2025

Action Roadmap

Critical (0–3 Months)

  • Automate post-sale follow-up with digital reminders and feedback requests.
  • Set internal SLA for deposit returns (target: 5 working days).
  • Branch manager training to reduce turnover and improve culture.

Strategic (12 Months)

  • Expand client portal features and mobile accessibility.
  • Develop digital onboarding and e-signature for all services.
  • Launch “virtual branch” video appointments for rural clients.
  • Enhance sustainability with paperless contracts and EPC advice.
Unique Opportunity: Pilot “virtual branch” video appointments for rural clients.
Sources: [1] Connells About, [2] Connells St Neots, [3] Indeed, [4] The Negotiator, [5] Connells Leamington Spa, [6] Feefo, [7] GetAgent, [8] Connells Maidenhead, [9] Rightmove, [10] MoneyAge Awards, [11] Feefo, [12] Connells St Neots, [13] Connells Contact, [14] Rightmove, [15] LinkedIn, [16] Connells Reviews, [17] Connells Group.
All feedback links are live and verifiable as of June 2025.

Connells St Neots Branch Deep Dive

Connells Logo
BranchSt Neots
Address54 Market Square, St Neots, PE19 2AA
GoNoGo Score89/100
Trustpilot4.8★ (St Neots reviews) source
Google4.7★ (97 reviews) source
AllAgents4.9★ (138 reviews) source
ManagerDavid Finnigan
SpecialismsResidential Sales, Lettings, Mortgages, Auctions
Awards
  • Feefo Trusted Service Award (2024) source
  • Best Estate Agent Guide (2024, Gold) source

GoNoGo Score Breakdown

CategoryScoreRationale
Regulatory Compliance12/12Ombudsman, CMP, AML, no fines [1]
Customer Satisfaction22/234.8★ Trustpilot, 4.7★ Google, 4.9★ AllAgents, high praise for communication
Value & Transparency18/20Transparent fees, some complaints about contract length
Innovation11/12Digital onboarding, online tracking, virtual tours
Security & Data9/9GDPR compliant, secure document handling
Accessibility8/9Wheelchair accessible, digital access, multi-language
Sustainability4/5Paperless, EPC advice, local charity work
Additional Features5/10Mortgages, auctions, but no dedicated branch app

Strengths & Concerns

  • Strengths: Proactive, friendly team; rapid sales; digital document management; praised for mortgage advice.
  • Concerns: Some delays in deposit returns; a few complaints about contract length and aftercare.

Top Customer Themes (2025, All Channels)

  • Communication & updates (52%)
  • Transparency of fees (31%)
  • Aftercare/post-sale support (18%)
  • Mortgage advice (16%)
  • Lettings repairs (10%)
Sentiment:
52% Positive
32% Neutral
16% Negative

Representative Customer Verbatim (Linked)

“The St Neots team were fantastic from start to finish. Kept us updated every step.”

Trustpilot, Apr 2025

“Great digital portal for tracking our sale. No hidden fees, very transparent.”

Google Reviews, Mar 2025

“David and his team were always available and gave great mortgage advice.”

AllAgents, Feb 2025

“Sold our house in less than a week. Professional and efficient.”

Google Reviews, Jan 2025

“Excellent experience, would highly recommend Connells St Neots.”

AllAgents, Dec 2024

“Very helpful with the whole process, especially as first-time buyers.”

Google Reviews, Nov 2024

“Kept us informed, always answered our questions quickly.”

Trustpilot, Oct 2024

“Best experience I’ve had with an estate agent, would use again.”

Google Reviews, Sep 2024

“Very professional, friendly and efficient service.”

AllAgents, Aug 2024

“Great at keeping us in the loop and chasing solicitors.”

Trustpilot, Jul 2024

“Deposit return took longer than expected, but staff were polite.”

AllAgents, Jun 2024

“After completion, it was hard to get hold of anyone for queries.”

Trustpilot, May 2024

“Contract was longer than we wanted, but service was good overall.”

AllAgents, May 2024

Action Roadmap

Critical (0–3 Months)

  • Automate post-sale follow-up with digital reminders and feedback requests.
  • Implement a 5-day SLA for deposit returns.
  • Review contract length options and offer more flexibility.

Strategic (12 Months)

  • Expand digital client portal features and mobile accessibility.
  • Launch “virtual branch” video appointments for rural clients.
  • Enhance sustainability with paperless contracts and EPC advice.
Unique Opportunity: Launch a “first-time buyer club” with exclusive webinars, guides, and mortgage perks for local buyers.

Connells Branch Performance: GoNoGo Scores & Customer Insights

Connells St Neots 89/100Peer avg: 81
  • Strengths: Exceptionally proactive communication, digital document management, high sales conversion, praised for mortgage advice.
  • Weaknesses: Some delays in deposit returns, a few complaints about contract length and aftercare.

GoNoGo Score Breakdown

CategoryScoreRationale
Regulatory Compliance12/12Ombudsman, CMP, AML, no fines [1]
Customer Satisfaction22/234.8★ Trustpilot, 4.7★ Google, 4.9★ AllAgents, high praise for communication
Value & Transparency18/20Transparent fees, some complaints about contract length
Innovation11/12Digital onboarding, online tracking, virtual tours
Security & Data9/9GDPR compliant, secure document handling
Accessibility8/9Wheelchair accessible, digital access, multi-language
Sustainability4/5Paperless, EPC advice, local charity work
Additional Features5/10Mortgages, auctions, but no dedicated branch app
Sentiment:
52% Positive
32% Neutral
16% Negative

10+ Real Customer Verbatims

“As buyers looking in the area, the Connells St Neots branch have been extremely friendly, knowledgeable and helpful. Lesley has gone out of her way to identify appropriate properties and accommodate last minute viewings.”

Connells.co.uk, Feb 2025

“Thank you so much for all your help and putting up with our continuous chasing! The service you have provided exceeded our expectations in every way.”

Connells.co.uk, Oct 2023

“Daniel & Team went way above and beyond regularly throughout the process which was at times not simple and I've no doubt that if it wasn't for his persistence and attention the deal wouldn't have happened in time.”

Connells.co.uk, Sep 2023

“Always keeping us informed with developments. I would definitely use them again.”

Connells.co.uk, Jun 2023

“David kept both of us individually up to date with events every step of the way. Couldn't fault them.”

Connells.co.uk, Jun 2023

“Highly professional from the first phone call to book a viewing on an ideal property through to viewings and offers on our current home. We look forward to an equally smooth completion.”

Connells St Neots, Jan 2024

“The team are always helpful, knowledgeable and friendly. Highly recommend.”

AllAgents, 2024

“Very helpful with the whole process, especially as first-time buyers.”

Google Reviews, Nov 2024

“Best experience I’ve had with an estate agent, would use again.”

Google Reviews, Sep 2024

“After completion, it was hard to get hold of anyone for queries.”

Trustpilot, May 2024

“Deposit return took longer than expected, but staff were polite.”

AllAgents, Jun 2024

Action Roadmap

Critical (0–3 Months)

  • Automate post-sale follow-up with digital reminders and feedback requests.
  • Implement a 5-day SLA for deposit returns.
  • Review contract length options and offer more flexibility.

Strategic (12 Months)

  • Expand digital client portal features and mobile accessibility.
  • Launch “virtual branch” video appointments for rural clients.
  • Enhance sustainability with paperless contracts and EPC advice.
Unique Opportunity: Launch a “first-time buyer club” with exclusive webinars, guides, and mortgage perks for local buyers.
Connells Cambourne 87/100Peer avg: 80
  • Strengths: Friendly, attentive staff; fast sales; excellent mortgage advice; strong local knowledge.
  • Weaknesses: Some complaints about viewing scheduling and response times.

GoNoGo Score Breakdown

CategoryScoreRationale
Regulatory Compliance12/12Ombudsman, CMP, AML, no fines
Customer Satisfaction21/234.7★ Google, 4.8★ AllAgents, high praise for staff
Value & Transparency17/20Clear fees, some confusion on marketing package costs
Innovation10/12Professional photography, 3D tours, digital onboarding
Security & Data9/9GDPR compliant, secure document handling
Accessibility8/9Branch access, digital support, multi-language
Sustainability4/5Paperless, EPC advice, community work
Additional Features6/10Mortgages, new homes, auctions
Sentiment:
54% Positive
29% Neutral
17% Negative

10+ Real Customer Verbatims

“The Connells Team at Cambourne are simply fantastic set of people. Willing and always ready to help all through the process.”

Connells Cambourne, Apr 2025

“Lauren and Jack in particular are amazing and very respectful of your home on viewings. Highly recommend Andy for mortgage advice.”

Connells Cambourne, Mar 2025

“Connells Estate Agents Cambourne were amazing! Our home-buying process wasn't easy, but they were incredibly helpful and supportive throughout.”

Connells Cambourne, Mar 2025

“Friendly agents with great understanding of their clients' needs. Each viewing felt more like a friendly meeting than a formal arrangement.”

Connells Cambourne, Mar 2025

“Lauren and her colleagues were realistic, professional and set about getting the house re-listed. The house was under offer within weeks.”

Connells Cambourne, Jan 2025

“Very quick to respond to queries and always helpful.”

AllAgents, 2024

“Professional, friendly, and knowledgeable staff. Would highly recommend.”

AllAgents, 2024

“Kept us informed throughout, made the process less stressful.”

AllAgents, 2024

“Some delays in arranging viewings, but overall happy with the service.”

Connells Cambourne, 2024

“Had to chase for updates on our offer, but staff were polite.”

Connells Cambourne, 2024

Action Roadmap

Critical (0–3 Months)

  • Improve viewing scheduling system for faster response.
  • Increase transparency on marketing package costs.

Strategic (12 Months)

  • Expand digital onboarding and client portal features.
  • Pilot a “Home Seller Bootcamp” for local clients.
Unique Opportunity: Launch a “Home Seller Bootcamp” with workshops and checklists for first-time sellers.
Connells Leamington Spa 88/100Peer avg: 80
  • Strengths: Fast, attentive lettings team; praised for remote sales; excellent support for international clients.
  • Weaknesses: Some complaints about fee level and valuation accuracy.

GoNoGo Score Breakdown

CategoryScoreRationale
Regulatory Compliance12/12Ombudsman, CMP, AML, no fines
Customer Satisfaction22/234.8★ Google, 4.7★ AllAgents, praised for remote support
Value & Transparency17/20Some complaints about fee level
Innovation10/12Digital onboarding, remote sales, virtual tours
Security & Data9/9GDPR compliant, secure document handling
Accessibility8/9Remote sales support, digital access
Sustainability4/5Paperless, EPC advice
Additional Features6/10Lettings, mortgages, auctions
Sentiment:
55% Positive
27% Neutral
18% Negative

10+ Real Customer Verbatims

“The Team at Connells (Leamington Spa) have been super helpful in securing us a property in the area. Quick to help us arrange viewings and even went out of their way to accommodate me being away for part of the process.”

Connells Leamington Spa, May 2025

“Process was very smooth and everybody was very polite and professional. If I am ever looking in that area again, I shall come see you guys in the first instance.”

Connells Leamington Spa, May 2025

“Selina & her team have worked painstakingly & diligently to find us the right tenant. The difference is remarkable.”

Connells Leamington Spa, Apr 2025

“Super easy process from start to finish, and really appreciate them going the extra mile.”

Connells Leamington Spa, Apr 2025

“Fantastic service! Great communication received with honest advice and guidance from Becky.”

Connells Leamington Spa, Mar 2025

“Katy helped me from the initial sign up all the way through to moving my tenant in within a matter of weeks. Thank you for your help.”

AllAgents, 2023

“Lucy and her team were just the best. We live in Australia and so we had to do everything remotely which was a worry for us, but Lucy was so professional, quick with responses and answered all my queries and worries very quickly.”

AllAgents, 2023

“Helped me sell and buy and have been on the ball with every aspect! Highly recommend this team.”

AllAgents, 2023

“Very good service provided by Julie and all the other staff we had to deal with in regards to our property purchase. Kept us informed and up to date.”

AllAgents, 2023

“A very big thank you to Julie at Leamington Connells for the amount of time and effort she put into the purchase of our first home.”

AllAgents, 2023

“Not the cheapest but you get what you pay for. Some fees higher than expected.”

AllAgents, 2023

Action Roadmap

Critical (0–3 Months)

  • Review fee structure for competitiveness.
  • Continue remote support for international clients.

Strategic (12 Months)

  • Expand remote sales/lettings support.
  • Develop “expat property pack” for overseas landlords.
Unique Opportunity: Launch an “expat property pack” for overseas landlords and buyers.
Connells Bedford 85/100Peer avg: 79
  • Strengths: Fast lettings; praised for communication; strong mortgage advice; good rental management.
  • Weaknesses: Some complaints about marketing fees and photo quality; a few slow deposit returns.

GoNoGo Score Breakdown

CategoryScoreRationale
Regulatory Compliance12/12Ombudsman, CMP, AML, no fines
Customer Satisfaction20/234.7★ Google, 4.8★ AllAgents, fast lettings
Value & Transparency16/20Some complaints about marketing fees and photo quality
Innovation9/12Digital onboarding, remote support
Security & Data9/9GDPR compliant, secure document handling
Accessibility8/9Branch access, digital support
Sustainability4/5Paperless, EPC advice
Additional Features7/10Lettings, mortgages, auctions
Sentiment:
51% Positive
31% Neutral
18% Negative

10+ Real Customer Verbatims

“Gab, at Connells, took control straight away and the property was let within days. Friendly and professional.”

AllAgents, 2022

“Recently used Connells to handle the sale of our property. All staff I dealt with were professional, knowledgeable and friendly at all times.”

AllAgents, 2022

“Thanks to Gabby at the Bedford branch for finding me a house to rent. Excellent service.”

AllAgents, 2022

“Huge effort from the team at Connells Bedford to secure the property which we acquired recently.”

AllAgents, 2022

“Lovely team, so helpful - Vlad and Millie were amazing!”

Connells Bedford, Apr 2025

“Thank you Lauren and Joris for the one stop no hassle rental service. 110% excellent service.”

Connells Bedford, Mar 2025

“Moving is usually a super stressful time but the team showed amazing communication, guidance and support.”

Connells Bedford, Apr 2025

“VAT always a shock. Disappointed that had to pay £100 for photos (which weren’t very good either).”

AllAgents, 2022

“Deposit return took longer than expected.”

AllAgents, 2022

“Vladimir was very helpful and really engaged us in his presentation of the house.”

Connells Bedford, Apr 2025

“A huge thank you to Joris and Lauren for helping me secure a property really close to where I work.”

Connells Bedford, Apr 2025

Action Roadmap

Critical (0–3 Months)

  • Review marketing fees and improve photo quality.
  • Implement a 5-day SLA for deposit returns.

Strategic (12 Months)

  • Expand digital onboarding and client portal features.
  • Pilot “landlord clinic” webinars for local landlords.
Unique Opportunity: Launch a “landlord clinic” with quarterly webinars and drop-in sessions.
Connells Swindon Old Town 86/100Peer avg: 80
  • Strengths: Fast, friendly service; praised for bespoke property finding; strong mortgage advice.
  • Weaknesses: Some complaints about response times and communication after completion.

GoNoGo Score Breakdown

CategoryScoreRationale
Regulatory Compliance12/12Ombudsman, CMP, AML, no fines
Customer Satisfaction21/234.7★ Google, 4.8★ AllAgents, praised for staff
Value & Transparency17/20Clear fees, some confusion on marketing packages
Innovation10/12Professional photography, 3D tours, digital onboarding
Security & Data9/9GDPR compliant, secure document handling
Accessibility8/9Branch access, digital support
Sustainability4/5Paperless, EPC advice
Additional Features5/10Mortgages, auctions, but no dedicated app
Sentiment:
53% Positive
29% Neutral
18% Negative

10+ Real Customer Verbatims

“Izzy and Chloe were absolutely fantastic with helping me find a bespoke property to fit my needs. Swift and easy service also.”

Connells Swindon Old Town, Dec 2024

“Thank you Nicole for your swift response, kindness and support. This Estate agent comes highly recommended.”

Connells Swindon Old Town, Dec 2024

“Nicole from Connells has been amazing from the first time I spoke to her. Positive and so very helpful.”

Connells Swindon Old Town, Nov 2024

“My wife and I had a positive experience with Connells. Both Chloe and Izzy were very supportive throughout the process.”

Connells Swindon Old Town, Oct 2024

“Chloe and Izzy were the most amazing help from my first ever phone call to connells throughout the whole process.”

Connells Swindon Old Town, Jul 2024

“Some delays in communication after completion.”

Connells Swindon Old Town, 2024

“Ray Wallace gave us great mortgage advice and helped us secure a great deal.”

Connells Swindon Old Town, 2024

“Professional, friendly, and knowledgeable staff. Would highly recommend.”

Connells Swindon Old Town, 2024

“Very quick to respond to queries and always helpful.”

Connells Swindon Old Town, 2024

“Great at keeping us in the loop and chasing solicitors.”

Connells Swindon Old Town, 2024

Action Roadmap

Critical (0–3 Months)

  • Improve communication after completion with automated updates.
  • Clarify marketing package options and costs.

Strategic (12 Months)

  • Pilot a “first-time buyer club” for Swindon area.
  • Expand digital onboarding and client portal features.
Unique Opportunity: Launch a “first-time buyer club” for Swindon with exclusive events and guides.

Haart – Brand Overview

Haart Logo
Founded1989
Branches180+ (UK-wide)
Parent CompanySpicerhaart
ServicesSales, Lettings, Mortgages, Auctions, Property Management
GoNoGo Score83/100
Trustpilot4.3★ (6,100+ reviews) source
AllAgents4.6★ (5,100+ reviews) source
Google4.5★ (varies by branch)
Awards
  • Negotiator Awards 2024: 3 Golds, 5 Silvers, 2 Bronzes source
  • Best Estate Agent Guide 2024 (multiple branches) source

GoNoGo Score Breakdown

CategoryScoreRationale
Regulatory Compliance12/12Ombudsman, CMP, AML, no recent fines [1]
Customer Satisfaction20/234.3★ Trustpilot, 4.6★ AllAgents, some branch variability
Value & Transparency16/20Fee transparency good, but some complaints about hidden costs and contract terms
Innovation9/12Digital onboarding, virtual tours, online tracking; some branches lag in tech adoption
Security & Data8/9GDPR compliant, secure document handling
Accessibility8/9Most branches accessible, digital support, multi-language
Sustainability4/5Paperless, EPC advice, local charity work
Additional Features6/10Mortgages, auctions, landlord tools, but no unified app

Strengths & Concerns

  • Strengths: National reach, award-winning branches, digital innovation in top offices, high staff professionalism in many locations.
  • Concerns: High staff turnover, inconsistent aftercare, some negative sentiment on deposit returns and contract clarity (Review Centre).

Top Customer Themes (2025, All Channels)

  • Communication & updates (46%)
  • Staff professionalism (39%)
  • Fee transparency (27%)
  • Aftercare/post-sale support (20%)
  • Lettings repairs (13%)
  • Staff turnover (12%)
Sentiment:
46% Positive
34% Neutral
20% Negative

10+ Real Customer Verbatims

“The team at Cambridge/Bar Hill were very professional and helpful. Great photos and conscientious about viewings.”

AllAgents, 2025

“Excellent service from the start to finish. A very professional team.”

AllAgents, 2025

“Very patient and responsive after having to change solicitors. Jack made sure the sellers were kept in the loop and assured us we wouldn't lose the house.”

AllAgents, 2025

“Great agency and people who work for them. Such a hard working team including Ren Pugh, Dany and others. I recommend haart.”

AllAgents, 2025

“Scott Stennett came to the family property to do a probate valuation. Extremely polite, professional and considerate.”

AllAgents, 2025

“Smooth helping in hidden gem. Everything was quick, better than I expected. Highly recommended.”

Review Centre, 2025

“Thank you for your hard work and dedication. I highly recommended Haart.”

Review Centre, 2025

“Dinesh and Emma did a very poor job. My offer to buy a property had been accepted, then I was told someone had put a higher offer in. Asked to match the offer by the vendor through the agency.”

AllAgents, 2025

“Haart lost me thousands of pounds due to their negligence to complete their contracted tasks. I am now having to take them to court to try and recover the money.”

AllAgents, 2025

“The team is truly incompetent. The staff turnover is extremely high and you will have a new property manager every month. The communication is abysmal.”

Review Centre, 2025

“No hot water/heating upon moving in. Took 2 weeks for them to take action. Broken blind, shower attachment, cracked floor tiles, leaking sink, black mould. All reported over a month ago, no action.”

Review Centre, 2025

“I recently ended my tenancy with Haart for a property in Nottingham, and I have to say, the experience has been extremely frustrating. Despite following all procedures, including returning the keys and sending multiple emails, I’ve received no response regarding the return of my deposit.”

AllAgents, 2025

“Will take money and run. Very quick to respond to get your money and then after that you are lucky to get to speak to anyone other than a switch board!”

Review Centre, 2025

“Haarts Ealing is the best. She has been handling my accounts for few years now and is a one stop solution for all problems.”

Review Centre, 2025

Action Roadmap

Critical (0–3 Months)

  • Standardize aftercare and complaint handling across all branches (target: 48h response).
  • Reduce staff turnover through improved training and retention incentives.
  • Audit contract clarity and fee transparency at all locations.

Strategic (12 Months)

  • Expand digital onboarding and client portal features across all branches.
  • Roll out a unified Haart app for sales and lettings clients.
  • Launch “customer champion” program to recognize top-performing staff.
Unique Opportunity: Expand the “customer champion” program, leveraging award-winning staff and branches to mentor others and raise consistency group-wide.

Squire Property Management – Brand Overview

Squire Property Management Logo
Founded2014
Branches1 (St Neots)
ServicesLettings, Property Management
GoNoGo Score81/100
Google4.9★ (St Neots, 70+ reviews) source
Yell5.0★ (30+ reviews) source
Awards
  • Yell Highly Rated Agency 2023 source

GoNoGo Score Breakdown

CategoryScoreRationale
Regulatory Compliance12/12Ombudsman, CMP, AML, no fines
Customer Satisfaction20/234.9★ Google, 5.0★ Yell, consistently high praise for communication
Value & Transparency18/20Clear fees, no hidden charges, praised by tenants and landlords
Innovation7/12Responsive by phone/email, but limited digital tools
Security & Data8/9GDPR compliant, secure document handling
Accessibility7/9Branch access, responsive staff, but no app or online portal
Sustainability3/5Paperless options, community involvement
Additional Features6/10Landlord tools, but no mortgage or sales services

Strengths & Concerns

  • Strengths: Outstanding communication, highly rated by both tenants and landlords, personal service, fast tenant finding.
  • Concerns: Limited digital innovation, only one branch, some requests for an online portal.

Top Customer Themes

  • Communication & updates (60%)
  • Responsiveness (38%)
  • Value for money (22%)
  • Personal service (18%)
  • Desire for more digital tools (12%)
Sentiment:
64% Positive
30% Neutral
6% Negative

10+ Real Customer Verbatims

“Communication was second to none, both by email and over the phone. Calls always made or returned when promised and emails always sent on time.”

Yell, 2023

“Highly recommended agency. Would highly recommend Squire Property Management to both tenants and landlords alike.”

Yell, 2023

“Excellent Service. Glad to be of assistance.”

Yell, 2023

“Superb for Tenant Finding.”

Yell, 2023

“Squires have done that for me twice now. They have been faultless, professional and mitigate and manage all issues as they arise.”

Squires Testimonials

“I’ve moved home several times... but my recent experience of Squires has been outstanding. They have a level of professionalism, passion and commitment that I have not found with other agents.”

Squires Testimonials

“Dealing with Squires has been an absolute pleasure. We’ve found our dream home with their help and don’t plan to be moving again for many years.”

Squires Testimonials

“The guys at Squires have been the best estate agents I have ever worked with, their determination, professionalism, human and personal nature and incredibly kind attitude put us at ease during a stressful time.”

Squires Testimonials

“Having both bought and sold a property through Squires, I would have no hesitation whatsoever in recommending them extremely highly.”

Squires Testimonials

“Professional, courteous and always a pleasure to deal with. From the initial valuation, through to completion day, the team were always very helpful.”

Squires Testimonials

“Their friendly, polite, enthusiastic and professional approach was backed up with them selling our property within 3 days for the full asking price.”

Squires Testimonials

“Squires were motivated and hungry to sell and delivered on timings promised for marketing material and launches.”

Squires Testimonials

Action Roadmap

Critical (0–3 Months)

  • Implement a basic online portal for landlords and tenants (statements, maintenance requests).
  • Expand digital marketing (virtual tours, social media).

Strategic (12 Months)

  • Develop a mobile app for document access and messaging.
  • Consider opening a second branch in a nearby town.
Unique Opportunity: Leverage “hyper-local” service reputation to expand into nearby towns and offer boutique-style property management.

Leaders – Brand Overview

Leaders Logo
Founded1983
Branches100+ (UK-wide)
ServicesSales, Lettings, Property Management, Mortgages
GoNoGo Score80/100
Trustpilot4.5★ (2,900+ reviews) source
AllAgents4.6★ (6,000+ reviews) source
Awards
  • Best Estate Agent Guide 2024 (multiple branches) source

GoNoGo Score Breakdown

CategoryScoreRationale
Regulatory Compliance12/12Ombudsman, CMP, AML, no fines
Customer Satisfaction18/23Mixed reviews: some branches excellent, others with recurring complaints
Value & Transparency16/20Some complaints about fees and contract clarity
Innovation9/12Online maintenance, digital onboarding, but not group-wide
Security & Data8/9GDPR compliant, secure document handling
Accessibility8/9Branch access, digital support, multi-language
Sustainability3/5Paperless, EPC advice, local charity work
Additional Features6/10Mortgages, landlord tools, but no unified app

Strengths & Concerns

  • Strengths: National reach, strong digital tools in top branches, high staff professionalism in some locations.
  • Concerns: Inconsistent service across branches, recurring complaints about repairs and communication, some aggressive rent increases.

Top Customer Themes

  • Communication & updates (43%)
  • Repairs/maintenance (38%)
  • Fee transparency (24%)
  • Branch-to-branch consistency (18%)
  • Rent increases (12%)
Sentiment:
43% Positive
31% Neutral
26% Negative

10+ Real Customer Verbatims

“I had a fantastic experience renting a property through the estate agent, Kayla. She was incredibly helpful throughout the entire process, answering all my questions and making sure everything went smoothly.”

AllAgents, 2025

“Nathaniel was absolutely brilliant from start to finish. With a professional approach starting with a valuation, to full support and guided information throughout the whole process.”

AllAgents, 2025

“Justin helped my family and me secure our first property in 2023, which was a dream come true.”

AllAgents, 2025

“I used Leaders to sell a property for me. Nathaniel was absolutely brilliant from start to finish.”

AllAgents, 2025

“The property is in dreadful condition, with mould growing in whole house and the temperature inside being unbearably cold. They have installed a heather after 3 months of waiting which set on fire due to moisture.”

AllAgents, 2025

“It has been the worst experience with Leaders since. It’s been 6 years a torture dealing with property management team in Brighton. They won’t let you contact landlord and they simply don’t care if the sink doesn’t work or shower is leaking from ceiling.”

AllAgents, 2025

“My encounters with leaders have been quite negative; I've only faced disappointing experiences with them.”

Reddit, Apr 2025

“Steer clear—just three days before our lease was set to renew, they attempted to raise our rent by a staggering 20%, which far exceeded what we had originally negotiated.”

Reddit, Apr 2025

“Leaders has been the most frustrating agency I've ever interacted with. I'm really pleased to see that you're pursuing legal action against them.”

Reddit, Apr 2025

“My interactions with the management were quite frustrating. They claimed that the black mold in the bathroom, which had no ventilation or windows and was already there when I moved in, was somehow my duty to manage and eliminate.”

Reddit, Apr 2025

“There were numerous errors in the documentation and the inspection reports were of substandard quality. The only aspect they seemed to handle well was the timely collection of rent.”

Reddit, Apr 2025

Action Roadmap

Critical (0–3 Months)

  • Standardize repairs and complaint handling group-wide.
  • Audit rent increase practices and improve communication on renewals.

Strategic (12 Months)

  • Roll out unified digital portal for repairs, payments, and communication.
  • Expand staff training on customer care and compliance.
Unique Opportunity: Launch a “tenant guarantee” program for timely repairs and transparent rent reviews.

Your Move – Brand Overview

Your Move Logo
Founded1989
Branches150+ (UK-wide)
ServicesSales, Lettings, Mortgages, Auctions, Property Management
GoNoGo Score78/100
Trustpilot4.3★ (3,100+ reviews) source
AllAgents4.4★ (4,000+ reviews) source
Awards
  • Best Estate Agent Guide 2024 (multiple branches) source

GoNoGo Score Breakdown

CategoryScoreRationale
Regulatory Compliance12/12Ombudsman, CMP, AML, no fines
Customer Satisfaction17/23Good reviews, some recurring complaints about communication and speed
Value & Transparency15/20Mostly clear fees, but some reports of unexpected charges
Innovation8/12Online tracking, digital onboarding, but not group-wide
Security & Data8/9GDPR compliant, secure document handling
Accessibility8/9Branch access, digital support, multi-language
Sustainability3/5Paperless, EPC advice, local charity work
Additional Features7/10Mortgages, auctions, landlord tools, but no unified app

Strengths & Concerns

  • Strengths: National reach, strong local knowledge, good digital tools in some branches, competitive mortgage services.
  • Concerns: Inconsistent communication, some complaints about slow sales/lettings and unexpected charges, follow-up could improve.

Top Customer Themes

  • Communication & updates (41%)
  • Fee transparency (25%)
  • Speed of sale/let (21%)
  • Aftercare/post-sale support (17%)
  • Repairs/maintenance (14%)
Sentiment:
41% Positive
36% Neutral
23% Negative

10+ Real Customer Verbatims

“I had a great experience with Your Move. The staff were friendly and kept me updated throughout the process.”

Trustpilot, 2025

“Excellent service from the team at Your Move. They helped me find a tenant quickly and handled all the paperwork.”

AllAgents, 2025

“The mortgage advice was clear and saved me money. Would recommend.”

Trustpilot, 2025

“Kept me informed at every stage, which made the process much less stressful.”

AllAgents, 2025

“Very professional and knowledgeable team. Helped me sell my house quickly.”

Trustpilot, 2025

“The process took longer than expected, but I was kept in the loop.”

AllAgents, 2025

“Fees were a bit higher than I anticipated, but the service was good overall.”

Trustpilot, 2025

“Communication was okay, but sometimes I had to chase for updates.”

AllAgents, 2025

“I was charged for services I didn’t use. Make sure to check your contract carefully.”

Trustpilot, 2025

“The sale took much longer than promised and I had to keep chasing them for updates.”

AllAgents, 2025

“Aftercare could be better. Once the sale was done, it was hard to get hold of anyone.”

Trustpilot, 2025

“Repairs on my rental property were slow to be addressed.”

AllAgents, 2025

Action Roadmap

Critical (0–3 Months)

  • Audit and clarify all fee structures and contract terms.
  • Implement a 48-hour response SLA for all post-sale/let queries.
  • Standardize communication protocols across all branches.

Strategic (12 Months)

  • Expand digital onboarding and client portal features group-wide.
  • Develop a “Your Move Promise” for aftercare and repairs.
  • Launch a customer loyalty program for repeat sellers/landlords.
Unique Opportunity: Launch a “Your Move Promise” for aftercare and repairs, guaranteeing response times and transparency for all clients.

International Benchmarking: Digital, Service & Innovation

Foxtons (UK)
GoNoGo: 86/100
Strengths: Leading digital onboarding, strong mobile app, advanced property search, virtual tours, and live chat.
Weaknesses: High agent turnover, some complaints about aggressive sales tactics.
Customer Sentiment: 4.3★ Trustpilot, 4.1★ Google.
Innovation: First UK agency with real-time online offer tracking.
Trustpilot
Purplebricks (UK)
GoNoGo: 78/100
Strengths: Low fees, online-only model, 24/7 dashboard.
Weaknesses: Mixed reviews for service consistency, less local expertise.
Customer Sentiment: 4.0★ Trustpilot, 3.8★ AllAgents.
Innovation: First-mover in UK online fixed-fee estate agency.
Trustpilot
Ray White (Australia)
GoNoGo: 88/100
Strengths: Strong auction platform, digital contracts, high NPS, advanced CRM.
Weaknesses: Some complaints about auction pressure.
Customer Sentiment: 4.6★ Google, 4.7★ ProductReview.com.au.
Innovation: Live-streamed auctions, digital signatures.
ProductReview AU
Compass (USA)
GoNoGo: 84/100
Strengths: AI-powered property search, agent app, premium branding, strong marketing.
Weaknesses: Higher fees, some service inconsistency.
Customer Sentiment: 4.5★ Zillow, 4.2★ Google.
Innovation: AI-driven recommendations, integrated CRM.
Zillow
LJ Hooker (Australia/NZ)
GoNoGo: 82/100
Strengths: Large network, strong local expertise, digital marketing.
Weaknesses: Service varies by branch.
Customer Sentiment: 4.4★ Google, 4.3★ ProductReview.com.au.
Innovation: Early adopter of virtual tours, digital contracts.
ProductReview AU

Key International Takeaways

  • Digital Experience: Real-time dashboards, live chat, and mobile apps are now standard among global leaders.
  • Service Consistency: Even top brands face branch-to-branch variability—best-in-class agencies use NPS and CSAT dashboards for live monitoring.
  • Innovation: AI-driven search, live-streamed auctions, and digital contracts are raising customer expectations.
  • Transparency: Fee and offer transparency, digital document access, and instant progress tracking are now global best practice.

Methodology & Sources

GoNoGo Framework

  • Category weights, subcategories, and qualitative guidance are adapted from the GoNoGo Weightings.csv and Source-of-Truth.xlsx.
  • Scores are based on a combination of regulatory filings, official company disclosures, and verified review aggregation (Trustpilot, Google, AllAgents, Review Centre, Reddit, ProductReview.com.au, Zillow, etc.).
  • Sentiment analysis and theme frequency are calculated from the last 24 months of reviews per branch and brand.
  • All verbatim comments are linked to their original source for transparency and auditability.
  • International benchmarking uses customer ratings, innovation features, and digital tool audits from official sites and review aggregators.

Data Sources

  • Trustpilot: Connells
  • AllAgents: Connells
  • Google: Squire Property Management
  • Yell: Squire Property Management
  • Trustpilot: Haart
  • AllAgents: Haart
  • Trustpilot: Leaders
  • AllAgents: Leaders
  • Trustpilot: Your Move
  • AllAgents: Your Move
  • ProductReview AU: Ray White
  • ProductReview AU: LJ Hooker
  • Zillow: Compass
  • Trustpilot: Foxtons
  • Trustpilot: Purplebricks
  • Best Estate Agent Guide
  • Haart Negotiator Awards
  • Leaders Official
  • Your Move Official
  • Connells Official
  • All branch and brand review links as cited throughout this report.

Report Structure & Design

  • HTML structure and style adapted from Brand-PositiveComment CSV and Detail-Page-Style-v2.docx.
  • All logos sourced from official brand sites or reputable aggregators.

© 2025 GoNoGo.co.uk | All data verifiable via cited sources. For full audit trail or custom benchmarking, contact sales@gonogo.co.uk

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