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Purchaser FAQs

When registering with Cross Keys Estates, as an Applicant, why do I have to give so many details?

The answer to this is two-fold. Firstly, our software system is able to send you confirmation of viewings, offers and so on by way of text messages and emails. This ensures that we can keep you up to date with any information that you may require. It also acts as a reminder to yourself that you have a viewing and what time and where!

The second reason is that it is simply to protect our staff. Sadly, there have been instances in the past where Agency staff members have been attacked and/or subjected to abuse. The most infamous case was that of SuzyLamplugh case, where she went missing whilst conduction a viewing on a property in 1986. Although this instance highly unlikely to be repeated we do still insist on, at the very least, a full name, home address and contact number before a viewing is arranged on your behalf. We do hope you understand that our position with regard to this. Obviously we will not pass on your details to a third party unless you specifically ask so rest assured your personal details will stay within the confines of Cross Keys Estates.

The link to personal safety tips are noted in the link to The Suzy Lamplugh Trust website below.

Why can’t I do a viewing on one of your properties immediately?

We would love to be in a position to grab the keys at no notice and conduct a viewing as quickly as you would sometimes like but this is not always possible as we have a diary to manage in the office and it is often very busy.

The second reason is that our Vendors generally require some notice of the viewing so that they can get the property ready the impending visit. Having said all of the above, we always do our utmost to get you in to view the property as we are keen to match our properties with buyers!

If I find a property through another estate agent, how do I come off your mailing list?

Simply call our offices on 01752 500018 and ask to be removed. Alternatively you can email us on and one of the staff will remove your details.

Once I make an offer on a property and it is accepted, will the property come off the market?

Generally speaking once an offer has been made by you and our Vendor is happy to accept it, then the property will be removed from the market but only when you have furnished us with your Solicitors details. However, sometimes we have specific instructions from our clients where the property will remain on the market until such a time as an exchange of contracts takes place (an example of this is when a corporate client instructs us to sell a property). You will always be informed of this information at the time of your offer being accepted.

All offers will be confirmed to you in writing and sent either by email or post.

What information should I expect to have to give Cross Keys Estates when I have an offer accepted on a property?

It is imperative that you furnish us with the following details so that any necessary checks can be made by us to enable us to take the property off the market.

  1. The details of the Solicitor that you intend using to conduct the conveyancing on your behalf
  2. The details of the Mortgage Adviser that you intend using to arrange your mortgage (if applicable)
  3. A copy of any Agreement in Principle that you have in place (if applicable)
  4. Proof of your deposit
  5. Details of the estate agent that you have sold your current property through (if applicable)
  6. Proof of cash funds (if you are a cash buyer)
  7. Two forms of identification for each person purchasing
Why do we have to provide Identification to Cross Keys Estates?

By law, we have to collect Identification from clients that are buying or selling a property through the Company. This is in line with Money Laundering Regulations 2007 so please do not get offended when a member of staff requests this from you.

Once my offer is accepted on a property through Cross Keys Estates, what should I do next?

Your absolute priority after having an offer accepted on a property is to instruct your Solicitor to act on your behalf for the purchase and also to contact your Mortgage Adviser with a view to making an appointment so that you can apply for your mortgage.

Please be aware that if you are having a mortgage and we do not receive contact from a Surveyor to book in a Mortgage Valuation within a 14 day timescale, we reserve the right to re-market the property until such a time as the Valuation is booked in.

It is also Company policy that if Solicitor details are not forthcoming to Cross Keys Estates within a 3 day period of you having your offer accepted then we reserve the right to place the property back on the market until such a time as they are received.

If I need an update about my purchase through Cross Keys Estates, who should I contact?

Please speak to us at the Stoke office on 01752 500018

It is always sensible to stay in regular contact with your Conveyancing Solicitor throughout the process as they take your instructions when information is required.

What should I do if my circumstances change when purchasing through Cross Keys Estates?

If your circumstances change and you think it may affect your purchase, please call our office immediately and we will do our utmost to assist you.

We do understand that on some occasions instances occur where you may have to pull out of the purchase. If you do make this decision please call us IMMEDIATELY so that we can make the relevant calls to our clients and the associated Solicitors that are involved in the transaction.

What is the difference between “exchange of contracts” and “completion”?

In simple terms, when you exchange contracts, it means that the transaction then become legally binding and you have to purchase the property and the current owner has to sell the property to you.

This usually happens 7 days before you take ownership of the property. Once you exchange contracts it is then a good idea to start informing utility companies, the local council, your bank, friends, relatives and so on that you will be moving on the specified date.

The day that you take ownership of the property is called “Completion”.

Where do I pick up my keys on the day of Completion?

In most instances, you would pick up your keys from us once completion has been confirmed. If the arrangements are any different you will be informed by us in plenty of time. Please be aware that we cannot release any keys to the property until we have had confirmation from our clients’ solicitors that they have received the final completion monies.

Completion can take place anytime from 10am until 5pm on the day but in most instances it is usually late morning / early afternoon.

Remember to check on closing times so that you can get to the office and collect keys.

What do I do if I have a complaint against Cross Keys Estates?

If you should wish to register a complaint against the company or any individual representing the company, you should in the first instance contact:

Craig McMillan Duncan Compliance Director Cross Keys Estate Agents Limited, Cross Keys House, 51-53 Devonport Road, Stoke, Plymouth PL3 4DL


The in-house complaints procedure is as follows:

  • A written complaint will be acknowledged by Cross Keys Estates in writing within 3 working days.
  • A formal written outcome of the company investigation will be issued to the complainant within 21 days. This outcome of this investigation will be deemed final.
  • If you cannot settle your complaint with us, you are entitled to refer it to The Property Ombudsman. This complaint must be made within 6 months of the date of the agents’ final written response. Our membership number of the scheme is D00723

The contact details for The Property Ombudsman are as follows:

Milford House 43-55 Milford Street Salisbury Wiltshire SP1 2BP

Tel: 01722 333 306

The Agent is a member of TPOS (“The Property Ombudsman Scheme”) and follows the TPOS Code of Practice. The Client agrees that the Agent may give information about the sale of the Client’s property to the Ombudsman, if the Client has registered a complaint and he asks for that information. The Client also agrees that the Agent may give the Client’s contact details to TPOS (if they ask for it) to help them monitor how the Agent is following the Code of Practice.

Is it possible to give feedback or leave a review about my experience with Cross Keys Estates?

Yes, absolutely! We encourage all of our clients to take some time to write a review about your experience with us on the All Agents website which is the UK’s largest customer review website for the property industry. The link to do so is below:

Cross Keys Estate Agents Sales Office Graphic Cross Keys Estate Agents Lettings Office Graphic

Properties of the Week

Cross Keys Estate Agents Sales Property of the Week 1

Sales Property 1

Devonport Road, Stoke

£400,000 to £440,000 Guide Price

2 4 3

Click to view details

Cross Keys Estate Agents Sales Property of the Week 2

Sales Property 2

Victoria Place, Stoke

£375,000 to £400,000 Guide Price

3 5 1

Click to view details

Cross Keys Estate Agents Lettings Property of the Week

Lettings Property

Manor Close, Ivybridge

£1,200 pcm

2 3 1

Click to view details

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