What Our Clients Really Think: 20 Years of Customer Feedback

When you've been in business for nearly two decades, you accumulate a fair bit of feedback. At AcquaintCRM, we're fortunate enough to have built relationships with over 650 estate and lettings agencies across the UK and Ireland – many of whom have been with us for 10, 15, even 20 years.

We thought it was time to let our clients do the talking. Here's what independent agents are saying about working with us.

This theme comes up again and again in client feedback. Yes, the software matters – but it's the human support behind it that seems to make the real difference.

Mandy Ellis put it perfectly: "Whilst this is a very good system indeed, it's the people that support you that make it exceptional. Nothing is too much trouble, from support to training they are with you every step of the way."

Andrew Leaper, who's been with us for 15 years, adds: "We find it a very user-friendly system. On the rare occasion that we have an issue, support is always on hand immediately to resolve any problems. Highly recommend, particularly for those who are not overly tech savvy."

The No-Ticketing Difference

In an industry where most CRM providers hide behind ticketing systems and 48-hour response times, we've deliberately taken a different approach. Our phone lines are answered by real people who actually know the software.

Justin Elvins from Fairfield Estates in Watford has been with us for the best part of 20 years: "Never a problem to get hold of support, which is always the part many suppliers fail at! The game-changing decision for us was that sales and lettings function together within the same platform, not separate like many competitors."

Michelle Reeve sums it up: "I have used two other software providers in the past and was let down by the product and the service, causing a great deal of work for myself. Therefore I very much appreciate what I have found with this company."

Built to Last (and Actually Lasting)

When clients stick with you for decades, it says something. James Gesner from Didcot has been using Acquaint for 20 years: "Can't fault it. Superb customer service and easy to navigate the software."

Luthfur Ali reflects on 15+ years with us: "Acquaint CRM stands out as a forward-thinking and inventive company. Their team exhibits exceptional expertise and consistently goes the extra mile to address any challenges we encounter."

Steven Sawyer from Stroud has also been with us for 15 years: "Staff are only a phone call away and they deal with the issue instantly – no waiting for a call back or issuing a ticket and waiting a day or two for somebody to get back to us."

Why Agents Switch to Us

Andrew Hodgson from Hartswood in Mortlake made the jump after 20+ years with a rival: "Having been with a longstanding rival software company for over 20 years, they made what was a daunting switch both smooth and simple. Their customer service and support has been a breath of fresh air."

Charlene Costello from Upload Abode in Motherwell echoes this: "Recently moved to Acquaint from Alto and it has been an easy transition. I just wish I had done it sooner. The team are super helpful and the system is easy to use."

The Independent Advantage

We're 100% self-funded and independent – just like most of our clients. Mo from Abby Homes Group in London has used us for over 20 years: "I have had many companies who have tried to convert me to their CRM system, but I will never leave because of Grant and Eddie. Over that time, not once have I had any issue with their service. I will give them 10 stars, not 5."

Ronnie Clarke from Rent Group puts it this way: "Acquaint makes our working life immeasurably better, with constant updates, a support team which is second to none, and an MD who is willing to listen, engage and develop the product. It's unquestionably a five-star product and more importantly a five-star service."

Real Challenges, Real Solutions

Estate agency software needs to work in the real world, where you're juggling valuations, viewings, compliance changes, and everything else that comes with running an independent agency.

Charlotte Mellor from Richard Jackson Property Consultants has been with us for 18 years: "The homepage is full of daily reminders so you don't miss anything. The support team are always on hand to resolve any queries, and updates are made regularly when compliance changes."

Matt Cohen from Matthew Anthony in Worthing highlights the continuous improvement: "The software is being continuously updated based on user feedback. The intuitive user interface makes navigation a breeze. Their support team are quick to respond and resolve our concerns promptly."

Sales and Lettings, Together

Many of our clients run hybrid businesses – and they've told us repeatedly that having sales and lettings in one integrated system (rather than two separate modules that barely talk to each other) is crucial.

Justin Elvins again: "The game-changing decision for us was the fact sales and lettings function together within the same platform, not separate like many of their competitors."

Not Perfect for Everyone

We're honest enough to know we're not right for every agency. Sarah Hordle from Island Homes in Cyprus notes: "They need to be more cognisant of the Irish market and take into account some of the types of listings we would have versus the UK market. Where it is very weak is in agricultural listings. But would I recommend it? Yes, I would."

We appreciate this kind of feedback – it helps us improve.

The Common Threads

Reading through hundreds of testimonials, a few themes stand out consistently:

    Longevity – Many clients have been with us for 10, 15, 20 years. In the fast-changing world of PropTech, that's unusual.


    Support accessibility – The phone gets answered. Real people help. No tickets, no waiting.


    Continuous development – We release major updates annually and minor improvements monthly, all included at no extra cost.


    Value for money – As independents ourselves, we understand watching every pound.


    Ease of use – Particularly for smaller teams or those who aren't especially tech-savvy.



What Keeps Us Going

After 20 years, we could probably coast. Copy what the big players do. Outsource support to a call centre. Charge for every little update.

But that's not us. We're independent, we're self-funded, and we work with independent agents who deserve software built by people who understand their world.

As Kay Richardson says: "The support staff are the primary reason I chose them as my CRM provider. I'd used them in my previous role and didn't hesitate to appoint them when setting up my own lettings company."That's what we're here for – helping independent agents compete and thrive.

Considering a switch?

Call 01491 824800.