Bourne Estate Agents is a professional real estate agency operating in Surrey and Hampshire, specializing in residential sales, lettings, and property management. The company provides a comprehensive range of services tailored to meet the needs of both buyers and sellers, as well as landlords and tenants. With a focus on delivering a seamless and stress-free experience, Bourne Estate Agents guides clients through the entire property transaction process, from initial valuations to final sales.
The target market for Bourne Estate Agents includes homeowners looking to sell or let their properties, first-time buyers, and seasoned investors in the buy-to-let market. With an experienced team dedicated to maximizing property value and ensuring customer satisfaction, the company aims to protect clients' investments while facilitating successful outcomes in the competitive real estate market. For more information, visit bourneestateagents.com.
Bourne Estate Agents has a positive customer experience.
Bourne Estate Agents receives a mix of praise and criticism from its clients. Many reviewers commend the staff for their professionalism, helpfulness, and smooth service throughout the buying and renting processes.
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Customers like Shaun and Andrew are highlighted for their exceptional support, making transitions easier despite challenges. However, a significant portion of reviews expresses dissatisfaction, particularly regarding poor communication and issues with property conditions, such as mold and damage. Some consumers report frustrating experiences with unresponsive staff and misleading information about property availability. While many appreciate the proactive approach of the agents, the negative feedback about time delays and inadequate support cannot be overlooked.
Each source counts by its number of reviews. Only reviews written by people are scored.
Rating, volume, share of the score, six-month trend and fake-review risk for each source
Source
Rating
Reviews
Weight
6-mo
Fake risk
★
Trustpilot
Imported Trustpilot reviews
4.0
47
100%
+1.5
● Low
4.0 / 5 overall
=
47 reviews across 1 scored source
How fake risk works ⓘ
Reputation trend
Monthly average rating from reviews written by people · latest review Jul 2025.
Last 3 months
4.1▲ 1.5
12-month avg
3.8
All-time
4.0
Category avg
4.1
Monthly averageCategory average
Monthly average rating and review count
Month
Average
Reviews
Aug 24
3.7
3
Sep 24
5.0
1
Oct 24
5.0
4
Nov 24
5.0
1
Dec 24
—
0
Jan 25
3.0
2
Feb 25
4.0
1
Mar 25
3.0
4
Apr 25
1.0
2
May 25
5.0
1
Jun 25
3.9
7
Jul 25
5.0
1
What people praise & complain about
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 47 most recent reviews.
Top praiseof 36 positive reviews
Helpful support44%
16 mentions
Customer service39%
14 mentions
Professionalism28%
10 mentions
Fast & efficient19%
7 mentions
“Friendly and honest and helpful advice”
On “Helpful support” · Jun 20, 2025
Top complaintsof 11 negative reviews
Payment issues45%
5 mentions
Response time27%
3 mentions
Customer service27%
3 mentions
Returns27%
3 mentions
“We were given an appraisal by Andrew Miller, the director at Bournes, who sent a photographer from NICHECOM, who chan...”
On “Payment issues” · Apr 24, 2025
How it compares
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Home Services.
Overall rating and review count for this company and similar companies
Very keen to rent out a mouldy, insecure and damaged property - ‘this damage the landlord does not want to repair’.
Poor communication and when pushed about getting issues fixed were told misleading information and contradictory answers to try and fob us off. Some issues have begun to be addressed.
Worrying situation to be in with a young family and sadly would not currently recommend.
We have signed a long lease so if this situation improves I will update our review.
These guys just absolutely take the piss.
We have had dealings with Bourne in two separate Guildford flat searches: first in the spring of 2024 and then in the summer of 2025. Between those searches, we have made dozens of enquiries about Bourne properties "newly listed" on Zoopla and RightMove, sometimes within minutes of their appearance.
Every single time, without exception, Bourne has notified us that, most unfortunately, the property we enquired about "has *JUST* been let." They have then offered to show us different properties in their portfolio, all far from the original's location, condition, layout, and/or cost.
When confronted, the agents will inevitably claim that there is simply a "delay" in removing listings once they have gone under offer and/or been taken off the market, but that's simply not the case: some of the properties they have listed in 2025 are exactly the same properties that they were listing over a year ago.
Bourne almost always lists its properties at unrealistic prices for the market— generally between £100 and £300 below any comparable property from other agencies. These are the bait in this agency's bait-and-switch: advertise something too good to be true, then offer instead something patently inferior and more expensive, taking advantage of tenants in a filthy rental market and wasting their time when they have no time to spare.
Remember: as a renter or potential renter, you are NOT the estate agent's client: the landlord is. Your interests are not their interests. They will act, always, in the interest of their paymasters. Bourne just seems to be more blatant about it than some of their peers.
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I have written to NICHECOM and Andrew Miller, many times, without response.
We were given an appraisal by Andrew Miller, the director at Bournes, who sent a photographer from NICHECOM, who changed attendee due to illness. Hence the late arrival.
Ed came after we paid him £180 despite it apparently being included from Get agent.
Ed had no interest in the beautiful view across 13 miles of countryside, nor other nice shots
He was not here long at all.
The results in the brochure were basic, unattractive, anbsolutely awful and so inaccurate. Incorrect measurements, sliding doors, instead of French doors and weird shaped and proportioned photos.
Bournes had no interest in amending the brochure, they have since, constantly accused me of being unreasonable and told me to contact NICHECOM, as Bournes had nothing to do with producing the brochure or its contents in anyway. I was shocked.
I have written to NICHECOM and Andrew Miller, many times, without response.
Finally I discharged any agreement I had with Bournes for breach of contract, and asked for the wrongly charged £180 to be refunded.
Bournes insisted I get it from NICHECOM. NICHECOM
Continue to ignore all my e mails, not even responding to the initial errors that Bournes Stated that NICHECOM were responsible in totality.
I am now looking to establish a trustworthy and genuine agent in Hampshire.
My reply to Bournes. They simply kept telling me I was unreasonable. I had noresponse from Nichecom. NO RESPONSE was received to any emails at all! Finally after I listed on here, they offered a refund.
Bournes simply replied after my e mails to the Director I made the contract with. Finally, Finally, Bournes responded, constantly calling me unreasonable.
Just Now the Director confirms the above ref, emails. Yet somehow he has made it seem the response from them is an offer of assistance, and that the Photographer company was in constant contact, incorrect. All as I have said. I feel this is getting out of hand now and I do not have the strength or energy.
I don’t know whats the point of keeping flats or houses that have already been rented on rightmove or zoopla all the flats that I have enquired have already been rented please guys stop waisting people time just remove them for god sake. Keep on waisting my time calling for flats that are gone.
Hidden Mold, High Costs & No Real Support – Beware Before Renting!
I had an extremely disappointing experience with Bourne Estate Agents when renting a property in Farnham in November 2024. It seems to me that the property was misrepresented during the viewing—certain areas had been painted or existing mold had been removed to conceal serious underlying issues.
Within just a few days of moving in, severe mold growth became apparent throughout the house, making it impossible to breathe comfortably and directly affecting my two little children's health. One of them started using an inhaler. Despite raising these concerns, the landlord and Bourne Estate Agents failed to take any meaningful action to resolve the issue. Yes, they finally brought a dehumidifier!
Adding to this, I felt pressured into paying £1,500 per month, even though the advertised rent was £1,350—which, when the property was relisted, no one was willing to pay (It has been advertised since 17th December 2024 until writing this review). When I was left with no choice but to leave due to the uninhabitable conditions, they demanded an additional £2,454 to terminate the contract, which I had to pay just weeks after moving in.
This experience has been both financially and emotionally distressing. I strongly advise, from my own experience, thinking a lot before renting through Bourne Estate Agents (Farnham), it seems to me they prioritize profit over tenant well-being and fail to address serious property issues.
If you are considering renting from them—proceed with extreme caution!
Dr Abdulrahman Kerim
What does it take to get removed from a mailing list.
I am NOT looking to buy a property or rent yet despite unsubscribing I keep getting sent spam.
Please stop!!
3/3/25 after response
As per my original comment - “despite unsubscribing” - yes I have unsubscribed
AVOID at all costs.
They lied about dates and times of booked viewings, while I waited all day for viewings to happen, they never did and they didn't explain why the sudden cancellation.
They bullied me into reducing my house price for a quick sale so they could get paid quicker.
they didn't send all the necessary updates or info from the other party and I as their paid client ended up being threatened and taken to court and having to pay a hefty fine for their careless handling. oh and they harassed me (instead of contacting my solicitors) constantly towards the end to complete ASAP. Despicable service I have endured with them.
At Woking branch.
Attention Foreign Nationals: Avoid This Company
A year ago, when I was searching for a house to rent and was new to the UK, I didn’t have the required references. I told the agents I would pay an entire year of rent upfront to bypass the reference check and I was on a very tight moving schedule with only slightly more than two weeks to move.
Despite my offer to pay upfront and my lack of references, it took them more than a week to process the reference check, which ultimately achieved nothing. I was forced to pay an additional £2,000 to the removal company due to the last-minute arrangements.
Now, a year later, this company is demanding that I return the property in pristine condition, free from any wear and tear. They are treating a minor stain on the basin as damage and have even called an electrician for a lamp cover that only needed a simple adjustment to the lamp cover.
This company's behavior reflects sheer greed and unprofessionalism.
To anyone from abroad, particularly those from Hong Kong with substantial cash resources, do not grant them any leniency. There is no reason to be accommodating with them; they are profiting from you whether you are a tenant or a buyer.
Best is avoid this company at all costs.
Feb.2025 UPDATE
I wasn’t going to name names, but since they’re pushing out the usual “due procedure” excuses, let’s be clear. Their sales/property manager, Ross, told me, "If you don’t want to rent the house, that can be arranged." This was less than a week before my tenancy was set to start. Completely unprofessional and dismissive.
Now, a year and a half later, over six months after moving out, I still haven’t received my full deposit back due to a dispute. As expected, this company sided with the landlord who pays them, rather than being fair. Even after TDS stepped in, they did nothing to release the undisputed portion of my deposit—until I explicitly warned them I would file a complaint. Suddenly, they started "processing it."
Avoid this company at all costs. They do not act in the tenant’s best interest and will drag out deposit returns for as long as possible.
I would give this estate agent 0 stars. They have no understanding of how their actions and lack of transparency affects their customers. I felt bullied, disrespected and lied to for my 5 month ordeal in purchasing a home with them. And then to be told that they are putting the home back on the market. I have fed back to this estate agent as a whole and had no apology but instead was made to feel as if I was in the wrong for not using their recommended solicitor. Shame on them as they truly failed to understand how much this has affected me and my mental health. I don’t want to name and shame who this agent was , but she knows who she is. Bourne in my eyes is all about business and lack empathy. Disgraceful and be warned!
Bourne yesterday..., infants trying to do an adult job
I had approached Bourne to help my friend find a bungalow property and I was bombarded by irrelevant emails with unsuitable properties. When I insisted that they stop wasting my time with these irrelevant emails, I was informed by a Senior Sales Consultant that "Unfortunately when we sent a mailout, there isn’t a preference to select houses or bungalows, would you like me to take you off our mailing list?". Aside of the basic literacy issues here, it is clear that they and their systems are incapable of meeting the needs of individual clients. More concerning is that when one of their staff did send me details of a bungalow that I was keen to view, I let her know that I was available the following Monday and she confirmed that a viewing would be possible at 4.30pm on the Monday. Although I did not respond to this offer until late on the Friday night, I assumed that it was going ahead, unless I heard otherwise, as they had the full day on Monday to forewarn me of any changes. I stood in the rain outside the property for 20 minutes before phoning Bourne to find out how much longer the viewing would be delayed and I was told that my viewing had not been confirmed as the staff member was unexpectedly off work on the Monday and had not seen my email. I was told that viewings were due to take place at the property at 5.15pm and, given that it was 4.50pm and that the Bourne office was only a 5 minute drive, I asked if it was possible that the person doing the viewings could come now whilst I was at the property before the 5.15pm appointment turned up. The phone was passed to the staff member doing the later viewings, whom I now know is the manager, and he was highly defensive in his tone, suggesting that I was at fault for turning up at the property without the other staff member re-confirming the viewing. My request to have a quick 5pm viewing prior to the 5.15pm appointment was denied and I was offered a 6pm appointment instead. I was quite shocked by the unhelpful attitude and expectation that I would wait a further hour in the rain until all the other viewings had been completed. I declined their offer. I waited a couple of weeks in the hope that the original staff member, who sent me the viewing appointment time, returned to work. Given that I was told I should have not turned up to the viewing time she offered without hearing back from her, I thought that she would eventually respond to my email, but no. Zero customer service. I emailed her to explain the above in case her colleagues had not made her aware. I also suggested that it might be useful to cc in a colleague or manager to emails regarding viewings so that someone could take responsibility for ensuring that all clients responses were acknowledged prior to viewings. I asked for the manager's email address as I wanted to make a complaint about the "process". The staff member "replied" to my email. This was the response in total: "I’m sorry you feel this way, here is my managers email address: email address removed for the purpose of Trust Pilot bourneestateagents.com." I had not mentioned anything about my feelings in my email to her, therefore I am unclear as to what "feelings" she is referring to. However, this "response" is bog standard customer services speak for suggesting that the issue is the client's feelings, not their customer service. As she had provided her manager's email address, I was able to cc him into my response to her and I quickly got a highly defensive email from him, with no reference to the valid points I made in my original email. Whilst I was shocked to learn that the person I had spoken to that day in the rain was the manager, I now understand why there are various issues with the team that he is managing; people are led by example. An unhelpful manager who is reluctant to resolve an issue and, instead, waste time blaming the client creates an unhelpful team. I hope that they remove me from their mailing list, as requested, asap, and that I never hear from them again.
Moving out of a property is stressful, while working a full time job. You would hope that an estate agency like Bourne would be able to do their part of the job effectively. I can't decide whether they are highly incompetent or just plain crooks. Getting a date wrong on a legal document, sending an invoice charging for 3 days rent before checking the tenant agreement date and admitting it was their mistake and then blaming the tenant for not highlighting the mistake. We were no longer in the property, and we returned the keys when requested by the agent. We have followed instruction and done nothing wrong. Yet they want us to pay them 3 days extra rent.
Bourne Estate Agents is a professional real estate agency operating in Surrey and Hampshire, specializing in residential sales, lettings, and property management. The company provides a comprehensive range of services tailored to meet the needs of both buyers and sellers, as well as landlords and tenants. With a focus on delivering a seamless and stress-free experience, Bourne Estate Agents guides clients through the entire property transaction process, from initial valuations to final sales.
The target market for Bourne Estate Agents includes homeowners looking to sell or let their properties, first-time buyers, and seasoned investors in the buy-to-let market. With an experienced team dedicated to maximizing property value and ensuring customer satisfaction, the company aims to protect clients' investments while facilitating successful outcomes in the competitive real estate market. For more information, visit bourneestateagents.com.
