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Vendor FAQs

What areas do we cover?

With two offices in the City we cover the whole of Plymouth area.

Where are the Cross Keys Estates offices located and who should I call for a Market Appraisal?

You can call either of our offices to book a Market Appraisal and we will ensure that the correct person comes out from the relevant office to you depending on where you live in the City.

We have two functioning offices in the City. One is in the heart of Stoke Village and the other on Mannamead Road. We have a third office at the top of Milehouse Road, in Stoke, but this is currently used as an advertising window for our properties. There are plans to open it as a First Time Buyer office in the future. Watch this space!

Stoke Office is available on 01752 500099

Mannamead Office is available on 01752 500018

Do Cross Keys conduct free market appraisals?

Yes we do. The Market Appraisal will be conducted by one of our *fully qualified Valuers and the appointment will be followed by a letter detailing our valuation of the property and our fee will also be quoted. All Market Appraisals are backed up by comparable evidence to give you the confidence that the valuation is as accurate as possible it can be.

If you require a Market Appraisal for purposes of Probate there will be a charge of £90.00 (including VAT), however if the property should eventually come to the market with Cross Keys Estates, this will be deducted from the final invoice.

*Cross Keys valuers are qualified to at least NFOPP Level 3 Technical Award in Sale of Residential Property.

What fees do Cross Keys Estates charge to sell a property?

As we are a local, Independent company we are able to charge fair and sensible fees for the sale of your property. Our standard fee is 1.50% of the agreed sale price plus VAT but we consider each case is different and our Valuers will discuss a fee on the initial Market Appraisal.

Will I be charged by Cross Keys Estates if my house does not sell?

We operate a “no sale, no fee” policy should your property not sell after the initial 8 week period. Should you remove the property from the market during the initial 8 week period we do reserve the right to charge an administration fee of £120.00 (including VAT).

Does Cross Keys Estates belong to any professional bodies?

Yes, we are part of the following:

  • The National Association of Estate Agents (NAEA)
  • The National Federation of Property Professionals (NFOPP)
  • The Association of Residential Letting Agents (ARLA)
  • The Property Ombudsman
  • Plymouth City Council “Buy with Confidence” Scheme
Where do we advertise your property?

We use the main property portals, Right-move and Zoopla and also advertise on our own website.

The Company has also invested heavily in the latest, state of the art cloud software that intelligently matches applicants with properties and has a massive range of functionality to assist us in the marketing of your property.

We have Company Facebook and Twitter accounts where we regularly post your property on so that you can share or retweet to your friends and followers.

There is, of course, the old fashioned way too, which is our Property Consultants using their knowledge of buyers and getting on the telephones to inform them that your property has come to the market for sale!

Am I tied into a contract with Cross Keys?

Yes, we ask that you sign a sole agency contract for 8 weeks. You are able to give 2 weeks written notice on expiry of the 8 week period. Should you wish to be released before the end of the 8 week agreement we reserve the right to charge a fee of £120.00 (including VAT) which will cover any administration fees incurred for the marketing of your property.

How and when will my fees be settled if Cross Keys should sell my property?

Our Accounts department will raise an invoice on exchange of contracts which will be sent to your Solicitor acting for you on your sale. The invoice is usually settled by the Solicitor from the completion funds on the day of completion of the sale.

What other fees am I liable for when selling and purchasing a property?

As well as our fees, there will be other fees that you will have to consider when selling or purchasing a property. It is sensible to work out if you can afford to move by getting all of this information together before you put your property on the market. Examples of the fees you may have to pay are; Solicitors fees, Stamp Duty, Survey fees, Removal Company costs and so on.

Why do we have to provide Identification to Cross Keys Estates?

By law, we have to collect Identification from anyone who places their property on the market for sale. This is in line with Money Laundering Regulations 2007 so please do not get offended when a member of staff requests this from you.

Can Cross Keys make recommendations for firms to assist us in the move?

*Yes, we are passionate about doing our utmost to keep money in the local economy so we do our best to always recommend local firms to the Plymouth area to you. If you should require a Solicitor, a Mortgage Broker, a builder or indeed, any kind of firm associated with moving home then we will be more than happy to make a recommendation.

*It should be noted that if we have a referral agreement with a firm of Solicitors we will receive a referral fee should you decide to use their services after our recommendation to them.

What is an Energy Performance Certificate?

An Energy Performance Certificate (EPC) is a guide that would-be buyers or tenants get when they look at a property. It shows how efficiently a home uses energy, the cost of running a home and recommendations of how to improve the energy efficiency of the property.They are needed whenever a property is built, sold or rented.

An EPC must be ordered before any property can be marketed. It contains information about a property’s energy use, typical energy costs and gives recommendations about how to reduce energy use and save money. The EPC gives a property an energy rating from A (most efficient) to G (least efficient) and is valid for 10 years.

Do I need an Energy Performance Certificate (EPC) to enable me to sell my property?

Generally the answer is yes as there are very few restrictions to this. The properties that DO NOT require an EPC include:

  • places of worship
  • temporary buildings that will be used for less than 2 years
  • stand-alone buildings with total useful floor space of less than 50 square metres
  • industrial sites, workshops and non-residential agricultural buildings that don’t use a lot of energy
  • some buildings that are due to be demolished
  • holiday accommodation that’s rented out for less than 4 months a year or is let under a licence to occupy
  • listed buildings – you should get advice from your local authority conservation officer if the work would alter the building’s character
  • residential buildings intended to be used less than 4 months a year
Can Cross Keys provide an Energy Performance Certificate?

Yes, for a fee of £78.00 (including VAT) we will visit your property, conduct the EPC and produce a fully compliant report. We have two fully qualified Energy Assessors employed within the Company who are able to produce an EPC whether you are using Cross Keys services to sell or not.

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 Cherry Tree House 34 Mannamead Road Mannamead Plymouth PL4 7AF


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:

Rightmove Property Website Logo
Zoopla Property Website Logo
All Agents Awards Graphic
21 October, 2016

5 Star Rating
This was our first time buying so did not really know what to expect, but Crosskeys were fantastic. They kept us well informed and seemed happy to help chase up solicitors etc throughout. A few times we got a little bit anxious and were not getting much info from the solicitors, and as soon as I contacted Crosskeys they were straight onto finding out where we were and put our mind at ease. Would definitely use them in the future and would recommend to others. Thank you.
By: Abby & Ashey

Featured Sales Property

Cross Keys Estate Agents Featured Sales Property

Thornhill Way, Mannamead
Click to view details

Featured Rental Property

Cross Keys Estate Agents Featured Rental Property

Cotehele Avenue, Cattedown
Click to view details


Cross Keys Estate Agents Stoke Office Graphic

Cross Keys House
51-53 Devonport Road

T: 01752 500099
Email us:
Email Us Link

Cross Keys Estate Agents Lettings Office Graphic

Cherry Tree House
34 Mannamead Road

T: 01752 500018 Option 2
Email us:
Email Us Link

Cross Keys Estate Agents Mannamead Office Graphic

Cherry Tree House
34 Mannamead Road

T: 01752 500018 Option 1
Email us:
Email Us Link


Cross Keys Estate Agents Testimonials Graphic

What our clients are saying about us

Cross Keys sold our house immediately, achieving the full asking price. They did exactly as they said they would, throughout every step of the process.

We chose to sell our home with Cross Keys based on the initial visit with Jack. It was apparent that his extensive local knowledge, professionalism and personable character was representative of the company and exactly the right mix of qualities that would sell our home. Robs visit to take photos and details for the brochure was as impressive and resulted in producing a quality sales brochure. The photos looked amazing and the wording was refreshingly original. Craig was proficient in explaining the detail of the contract and Tom contacted me promptly to give feedback from viewings. I can’t thank them enough, to me, they did more than sell our home, they made it possible for us to move forward with our plans for the next step of our lives.

An altogether seamless, faultless and experience. I would have absolutely no hesitation to recommend Cross Keys to family and friends.

Mr and Mrs J

From the word go we have had nothing but great help. Since walking in to the offices in Mutley plain and being referred to the Stoke office we have felt so looked after. We were looking for a property whilst trying to sort out renting out our own property. All the estate agents we had dealings with previous were either to pushy or seamed to eager to tell you what you wanted to hear. When we were visited by Jack he basically told us with out having all the bells and whistles what our property would be worth rental wise and also about a house well two that he thought would suit our family. When we met Jack at the first property we had that instant feeling and new it was the one. We are near the end and due to complete soon and with out Jack I know we would still be looking. Any issues or queries we have had just one call to the office and Rob has always answered our questions and made us feel at ease. As estate agents go and they are estate agents not just sales people, you could never find a more helpful,friendly and knowledgeable group of people and would highly recommend Cross Keys to any one as many of my friends did to me.

Darren Davis

Cross Keys is the best estate agent we have ever had dealings with. They were always available whether we popped in or on the end of the phone. The staff were very friendly and helpful and the office decor was stunning and very welcoming. The speed at which they sold our house was amazing. We will always use Cross Keys in the future and have recommended them to all our friends.

Nicola & Chris

We had a rather complicated purchase of a big old house with lots of problems. Jon demonstrated endless patience with us and good humour in challenging circumstances. He was professional, honest and reliable. As a consequence of his, and latterly Jacks, hard work we sold our house and managed to coordinate the purchase of the new house. Jon is an eloquent sales man who clearly does his research on a property, so he was great for selling our house. Furthermore, he was always ready and willing to help with our purchase too. Jack stepped in to deal with the various solicitors involved to ensure that our sale/purchase went through on time. Amazing team work, so helpful and easy to deal with. The thing I loved was that as a purchaser going on a viewing there was no after viewing pressure, unlike some local estate agents that ring you endlessly they ask you once for feedback then leave it to you to come back to them if you want to take it further. Brilliant! Well done and thank you all involved.

Janey H

Excellent, professional service from initial valuation from Steve Jones through to completion. Steve knew the market well and got the price right, Jon found the buyer quickly and kept watch on the property while it was vacant, Aimee did an excellent job of keeping me informed of progress all the way. In terms of professionalism, they were head and shoulders above the other agents we ask to value the property.


I have used Cross Keys in the past to sell a property, based on there excellent advice the property sold for the asking price in one day of being marketed. I now use them to let a property and once again have received excellent service, clear communication and true professionalism through all negotiations between myself and my tenants. Highly recommended for both sales and lettings.

Russ Wiliams


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