Sequence Omdömen 224

As a tenant in a property managed by Sequence, I am constantly having to chase up and complain about repairs not being done, contractors not showing up and shoddy jobs when they actually do show up. They instruct contractors that are based miles away from the property (often 50+miles) for simple jobs. The staff at their head office are rude, unprofessional and dismissive, especially “Jason”. When I tried to share the issues with the landlord, they refused to provide his details which is actually against the law. I managed to track down his address via the land registry at a cost to me.
This company will do the absolute bare minimum- avoid at all costs!

Through William h brown this company a woman in hull was recommended to me and wow has it been one of the worst experiences.
First off I'm still owed £800 for services i didn't even receive, just money thrown away at this point, this person a mortgage advisor in hull wasted my time, I've had 7 weeks of non stop stress because she didn't reply to emails, she asked for the same documents over and over even though I sent everything in the beginning! Wasted my time so much I wasn't sleeping, she would email back saying she didn't see the emails? How? I've raised a complaint and currently in contact with trading standards too, I'll fight to get my money back from this so called company of scammers, for your own sanity do not use this company, there's plenty of great mortgage advisors in the UK, this isnt one of them!

A total waste of time as a mortgage broker. Spent 90 minutes in one phone consultation going through all of our details, finances, requirements, etc. before getting into the hard sell of life insurance, legal services, and wills, then after around two weeks ‘research’ sat down for a second call (estimated at 40 minutes) to go trough their findings and sort out the paperwork.
It turned out that all of this got to exactly the same result as I managed myself within literally 30 seconds of the first ‘consultation’, coincidentally with the same lender as before and with a simple push of a button to renew. Even when I pointed this out, the agent still assumed we would use her to arrange the renewal, paying their £99 admin fee (she’d ‘persuaded’ her manager to waive their usual additional £699 fee!).
They offer nothing you can’t do yourself very easily - and I’m as close to being mortgage illiterate as you can be.

I had the misfortune to use this company to manage my rental property from 2019 to 2021. I sent a formal complaint about the appalling service I received and they couldn't even reply to that within their own advised timeframe. Quotes from my complaint below. Do everything you can to avoid working with this company, every single person there was awful.

"I rarely get replies in a timely manner, issues are dropped for weeks or months, different people contact me with no apparent awareness of what has gone on before, people vanish and I am never told.
People at Sequence Norwich show no accountability, integrity, professionalism or proactiveness. Even complaining hasn’t improved anything."

I have been constantly harassed by this company ever since our mortgage has come towards the end of its term. 20 calls to both myself and partner in just a couple of months, as well and emails and texts. I should not have to contact them back to ask them to stop as that’s what they’re asking for. They are now trying to contact me through fox and sons.

I am writing to formally raise a complaint regarding the conduct of one of your brokers, Mr. Dennis Tockan, from Sequence (UK) Ltd. As first-time buyers, this process is both significant and stressful for us, and we expected professional guidance throughout. Unfortunately, our experience has been deeply disappointing and unacceptable.

One of the worst companies.
Rented our house through Fox and Sons Taunton, who we found do their business with ACS Liverpool.

No communication, response or action to emails. I made a formal complaint that was swept under the carpet.

STAY AWAY from Fox and Sons and ACS Liverpool.

Rented two properties through Sequence over a 12 year period. They're better than some other letting agents I've dealt with but still leave quite a bit to be desired. Staff at local office mostly friendly and helpful but after the contracts are signed you only see them when they do their annual inspection. Latterly, I was harassed by phone & text about an annual inspection they claimed was "overdue" when it was only 10 months since the previous inspection. Staff at "head office" which deals with maintenance issues are hit and miss. Some useless, some very efficient. First property had a lot of problems, landlord was useless, Sequence did very little to sort out a rodent problem, I paid for pest control myself. Second property was a better house & better experience but on terminating my lease, due to becoming a home owner myself, they tried to charge me for additional rent after the lease expired, and after I had moved out, and then tried to withhold it from my deposit. .Also tried to make me pay for council tax and utilities after I moved out. The staff you deal with do not seem able to comprehend legal issues put to them, not sure what kind of training they have.

Total disaster - Avoid, avoid, avoid.

Sequence Homes serviced Foxs & Sons landlords with rented property.

We too have the misfortune to use Sequence Homes as they were part of Fox & Sons.

Nothing could be fixed, every issue is problematic, and incompetent inexperienced employees who have no clue on how to service Landlord.

For the past 1 year and a bit, we had no end to the nightmare of having to manage our property from abroad despite paying for full management service.

Up to today, we are still waiting for the solution for both our Tenant and us.

Nightmare Agent from Hell - Avoid, avoid, avoid.

Awful, do not use

Have had the misfortune to be a Landlord with two properties - accidental landlord, not running a business - managed by Sequence.

Catastrophic service levels... in the last two months for example they failed to implement an agreed rent increase and now, having applied it retrospectively, refuse to pay out the missing balance to me.

Unable to manage their accounts and with a very poor set of contractors/suppliers so any maintenance issues are trebly problematic. When there is a payment issue - rare with two gold star tenants, both five years in situ so is always of Sequence's own making - they actually add no value whatsoever.

Avoid. I'm being told that I am contracted to a six month break period. Will be instructing a solicitor after completing this review to deal with these... unusually, words fail me.

Main contact is from Hertfordshire and admin done in Suffolk. Both my properties in Berkshire. What a fool I have been.

I am extremely disappointed with Sequence Letting Agency. Since moving into the property, I have faced numerous issues including dampness, poor heating, and low water pressure. These problems were first reported in November 2024, but despite my repeated attempts to get them resolved, the issues still persist due to their unprofessional and untimely responses.

The property has become uninhabitable, and I have had to serve notice on the lease. However, Sequence is now demanding that I pay all bills until they find a new tenant, despite the 12-month contract. This is completely unacceptable.

I strongly advise against putting your trust in Sequence. Their poor communication and lack of professionalism have made this experience incredibly frustrating.

You need to be careful if your estate agent is part of this parent group. They have terrible customer service, take ages to respond to emails and despite being given the go ahead from our landlord they are taking ages to return our deposit. Be a relief once we can end communication with them.

Double-check if your local real estate agency is affiliated with this group or Connell. If it is, avoid them at all costs. They have the worst customer service; they don’t answer the phone and don’t provide emergency contact information for repairs. If there’s zero star, I would have given them a zero star.

WARNING TO TENANTS and LANDLORDS!
I’ve no idea where to start? So here it goes …
I’ve been renting for many years and until two years ago (since renting with Sequence) I’ve NEVER come across such a bunch of incompetent individuals! (Circus monkeys could do a better job)
As a tenant I like to maintain a property as if it were my own, so a few months after I moved in I had the gutters cleaned, the man that unclogged the gutters made me aware we had ‘Gushing water coming from the roof’. I called the agents who I signed with when I moved into the property, and I was told to call Sequence as that’s who deal with the issues.
I reported the leak and a blocked to maintenance team at Sequence and then … NOTHING! After months of calls (and emails) finally a (not so handy) handyman came. He removed minimal amount of debris from the drain and dumped it on my path. I asked him to look at the leak, he informed me ‘it was impossible to have a leak from the roof’ and he ‘didn’t have ladders’ … he left (leaving the debris on the path) What handyman doesn’t have ladders, and can diagnose an issue without even looking?)

I continued to hound Sequence as I didn’t want the leaking gushing water potentially damaging the property.After another couple of months finally another maintenance man came out, it transpired that something in the tank (kept in the loft) had perished, therefore it was overflowing and causing continual gushing water coming out the roof. The plumber was at the property for atleast 3 hours.
To summarise it took around 9 months from me reporting the issue, to when it was fixed. The drain remains blocked.

I pay rent every 3 months, there was an incident where I had a call from Sequence to tell me I hadn’t paid my rent. I had paid it on time, and sent proof of the transaction. If Sequence don’t think I’ve paid my rent on time though, then my landlords certainly wont think I’ve paid my rent on time.

I also reported a loose tap (it had something missing from under it so it never stayed upright) this was never sorted, my teenage son temporarily fixed it until we paid for our own handyman to permanently fix it.

The latest issue … the temperature has been in the minus’ over the last week (schools have closed due to the extreme weather, and last night our boiler wouldn’t ignite, so we had no heating. It was 5.45pm so I called sequence to see if there was an emergency contact number, there is a number apparently in a ‘welcome pack’ … which would be great had I’d been given a welcome pack!
I left a message and I reported the issue on a portal, so after a night of no sleep due to the temperature being -7 having chronic pain and no heating (and a child with flu) this morning came and I called at 9.40am, the man I spoke at (he said very little and then hung up)
I called back and explained the issue to someone else (it was still -2) I was told someone would get back to me. At 11.43am I still hadn’t heard anything, I called again I spoke to a man who told me there’s an issue with funding, but it wasn’t my problem. (I pay over £1k a month in rent, so if something goes wrong and there’s no funding, it is my problem as myself and children are suffering) he told me he didn’t know if someone would come out to be today.
It is now 5.30pm the temperature is -4, and I’m still waiting for someone to come out to fix the boiler! My children and I are literally blowing steam when we breathe.

Landlords - You may believe you have a bad tenant, when this isn’t the case! I fought for nearly a year to get a leak repaired.
You could have the most responsible tenant who’s trying their best to maintain your property and avoid long term damage, but Sequence aren’t actioning it!
Tenants - It’s simply not worth the hassle, stress, tears and money to deal with sequence! I have forked out for repairs that would normally be covered within the tenancy, simply because I don’t want to chase and hassle sequence for months.

Sequence - Happy to take your money, reluctant to do any work, or send out competent handymen!

I asked for a 5 year btl mortgage and unbeknownst to me I was signed up to a 2 year fixed instead (only realised recently after double checking something g else on the paperwork 12
Months later). Got my name wrong on paperwork and also old addresses during the process which needed rectifying too. In hindsight I do wonder if the broker was drunk. So chaotic. Had a huge fee both to use the broker and take out the mortgage itself. So much wasted money.
Absolute shambles of a company.

We were blamed for damage to our neighbours fence. They automatically blamed us, sent us an email telling us we will be billed. We then provided evidence and explanation proving it wasn't us. They completely disregarded what was said. I was so distraught I had to get my father involved... of course when a middle aged man phoned up, he was listened to and agreed with but when a young women contacts them she's ignored and blamed. We received no apology. Extremely unprofessional!!!! Will never use William H Brown or any other company that utilises Sequence Home.

This is one of the most incompetent group of people that you will ever come across. I hope their prices are good as I do not understand why anyone would ever use them.

Rude, slow and unresponsive. The trifecta of success obviously ...

I moved in to a property in september, I have not been able to use the shower since October, emails are ignored. I have put in requests for several problems and am being fobbed off or ignored. Very disappointing service.

Liverpool
Jones and chapman - sequence lettings

I would avoid at all costs. Do you research, read the fine print because they certainly won’t tell you anything at the time.
They work solely for the tenants and themselves. If you’re a landlord GO ELSEWHERE!!!! You’ll regret it otherwise