Frequently asked questions

We have a physical office in East Dulwich SE22, not far from London Bridge or Victoria, so we are a traditional type of agent. However we think the world is changing, and people are 'more online' than ever before. We think the industry will eventually change, and we like some of the principle services that online agents offer. Therefore we offer a hybrid choice of full traditional services for those that require it, or services at a reduced cost for those that would prefer to have some involvement in the selling or renting process - because one size never fits all.

Our contract period is a negotiation. For example if you agree to market your property using our strategy, we'd be confident to create a lot of attention and find you a buyer quickly, so we'd agree a shorter term. Our opinion is that many agents sign you into 16 week contracts with a sneaky extra month to end it because they have given you a sale value figure that is not completely realistic, so they want to benefit from any positive change in the market conditions over the following few months. Why else would you need nearly half a year in contract? We also offer a guarantee to reduce our fee by 15% if we haven't managed to secure an offer for you within the first 80 days. See our guarantee terms on the sellers page for details.

Not at all. We hear this all the time, and frankly, we think its just not true at all. It all starts with the way in which 97% of people use the internet and specifically Rightmove and Zoopla to create their own property viewing wish-list. More pertinently, if the agent you choose creates a good marketing strategy for your property, you will attract numerous viewing requests and a great result. Recently we were instructed to sell a 3 bedroom house in Eltham, SE9. We had never had a property like this in this part of town before. Our one office located about 7 miles away didn't stop us attracting 30 viewings, 17 offers and final bids leading to a sale far in excess of the asking price and for more than several local agents had sold very similar properties for just recently. How did we manage it? Because the owner motivated us to perform better.

Our fees start at 0.87% (1.04% INCL VAT), however we agree at the outset a fee structure where you motivate us to sell your property for the 'very best sale price' by paying us more if we perform better. We honestly don't believe that agents are really motivated at all to get you the very best sale price, and why would they be? If an agent's fee is 1.5% (1.8% INCL VAT), selling a property for an extra £10,000 equates to an extra £150 in commission for the agency (and just £15 for the sales person selling your property). Hardly a motivator, you'll agree. Yet an extra £10,000 in your bank would be totally amazing, and allow you to do a plethora of brilliant things, such as go on holiday. Twice!. Sales people work harder if they earn more, it's no secret. So try and 'dangle a carrot' and you might be surprised with the result. If an agent is telling you they'll sell your property for '£xxxx' amount, which sounds a little too good to be true, offer to pay a lower fee if they don't sell your property for the amount they claim they will. You'll get a good 'gut feeling' how likely it really is from their answer! Or you'll know all you need to know about the agents real motivation.

Nothing at all. We handle all the negotiations and once we have agreed a sale and you are happy to progress, our post-sales administrator will make an introduction to you, and will be your point of contact to ensure a speedy sale. We can also recommend especially efficient Solicitors to you.

It's an agent myth that a local agent can get a better result than a non-local agent.  We understand why you might think its true, but the buyer has likely already carried out extensive research on the towns they are considering living in, and lets be honest anyone can be an 'expert' on any area within an hour simply by carrying out some smart research using the internet.  Ask an agent about the local schools and all but the very best will know more than you can find out in a jiffy, for instance using our brilliant schools search function on each property page.  And thinking about experts, you know the area far better than the agent does as you are a resident and they probably don't even live locally, they just happen to work in your town.  Think about what actually gets you the best offer, an agent's knowledge of the area or having some skill and expertise at negotiating and having lots of interested buyers.  Its the latter, always.

It's understandable that you might feel this way, and to be honest many of our clients also felt this way too when they first came across us.  However after they instructed us they found our results brilliant and many have left very humbling reviews about us. But we don't want to sing our own praises,  so check AllAgents where you can find our clients doing the talking.  Our fee structure also means we're totally motivated to get the best price and some of our clients have even left testimonials about this as they really liked the fact they knew we'd be working to achieve the same goal!

Our fee is already very competitive, and the fact our fee only increases if we sell your property for a higher sale price means that it becomes largely immaterial if we can sell your property for the best price.  It worries us when an agent quotes a very low fee, as you simply won't get the best result.  You'll get a quick sale or pressure to take the first half decent offer the agent receives.  You have to work a little harder to get the best sale price. For more information read Freakonomics by Steven D.Levitt.  It explains why there is little incentive for an agent to sell a property for the best price, and most go for the fast sale which is commercially a better option for the agent.  We'll get you the best price because we earn (a tiny bit) more is an agent myth (or downright exaggeration). If you prefer a lower fee, consider showing buyers around for yourself because we're happy to agree lower rates of commission with you or even use a low cost online style agent (although you may not sell your property for the best price).

We totally understand why you think we might not be able help you, however we have now sold properties in all the different regions of London, as well as in Kent and Surrey and have achieved brilliant results too.  Nowadays 97% of buyers use a website such as Rightmove or Zoopla to find a property, and buyers care little about which agent is marketing the property.  If they like what they see, they will want to arrange a viewing. It's really that simple.  Agents no longer have to go looking for buyers, the internet now means buyers go looking for their dream home.  The art of getting the best sale price is a combination of a good marketing strategy and being a top quality negotiator or sales person.  At fishneedwater we don't 'work on' our seller to accept the first good offer, we work on the buyers to get their best offer. To us, the distinction is clear.

It's easy to see why you might feel it will create an advantage to the agent, and they will tell you they have people already on their lists that want to view your property and who missed out on the last sale.  And this may well be true, but those people in all likelihood came from either Rightmove or Zoopla and will find your property too.  And how do you know they sold your neighbour's property for the very best price, and didn't simply convince them to take the first half-decent offer?  Also, wouldn't you agree that marketing your property to the entire marketplace of buyers rather than a few people who viewed another property in your road will present you with the best chance to sell for the very best price? Because it is the best price you really want and not just a quick sale. So the fact an agent already sold a property in your road offers you no tangible benefit whatsoever unless you are after a quick sale, at which point it perhaps does, but only if the other property was literally just sold within the last few weeks.

Fishneedwater prides itself on being able to fulfil customer expectations, and meet their needs. Whilst it is always our desire to achieve this, should there be a concern from our client we would always wish to be able to resolve it quickly and be given the opportunity to demonstrate our commitment to quality customer service. In order to do this, and engender an approach within our business of ownership and responsibility by all our team for the service provided to our customer we apply the following approach to any customer complaint / concern:

1. Please refer all complaints initially to the Department that they relate to. (Lettings/Sales/Management/Accounts). Presenting your complaint directly to the party you have been liaising with. Whilst we would anticipate that this party will have resolved your issue at this stage, should you not receive a satisfactory response or resolution to your problem please proceed as below:

2. Please refer the complaint to our Operations Manager Nikki Sargent. Once the complaint is received the matter will be acknowledged within three working days and investigated fully. A full response will be received from the appropriate Fishneedwater representative within 15 working days. This representative will be a senior member of the team managing the issues on which you have reason to complain.

3. Upon receipt of the response if this is not satisfactory please advise Anthony Sargent and the matter will be referred for review. A full and final response from a Fishneedwater representative will be received within 15 working days. We would obviously anticipate that no response would leave issues unresolved having been considered to this stage. A 'full and final' response will be advised as such within the detail of the response and will have been provided on behalf of Fishneedwater by an appropriately senior member of the management team to ensure it has been given appropriate review and consideration.

4. However, should this 'full and final' response not be satisfactory please find detailed below the website contacts for each of the following bodies to which Fishneedwater are members. Each will ask you to have ensured you have received a full and final position from us prior to you being able to lodge a complaint with them for review and will guide you on the necessary steps to take. They will then consider the complaint and review the matter.

ARLA - 0845 250 6001 (www.arla.co.uk)

or

The Property Ombudman, Milford House, 43-55 Milford Street, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP. Web: www.tpos.co.uk Tel: 01722 333306

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.