Trusted Agent profile

Castles Estate Agency in London

4.8

★★★★★ Excellent

1,279 reviews across 6 offices and 3 platforms

www.castles-estateagents.co.uk

Castles Estate Agency has six offices, all in London. Together they have 1,279 reviews on three platforms, rated 4.8 out of 5 overall.

Google logo

4.8 / 5

1,274

Reviews on Google

All 6 offices

Facebook logo

5.0 / 5

4

Reviews on Facebook

Business-wide

The Trusted Agent logo

4.0 / 5

1

Reviews on The Trusted Agent

All 6 offices

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Reviews by type

What sellers, buyers, landlords and tenants say, where the review tells us who wrote it.

Sellers1 review

4.0 / 5 Having had a good experience of buying my property through Castles a couple of years ago, I decided to sell through them too and it was reassuring to be dealing ...Frances, 1 December 2016Read the review from sellers

Our offices

Castles Estate Agency's six offices, most reviewed first. Each has its own page.

Awards

The Trusted Agent 2026 results for Castles Estate Agency, ranked against 18,569 UK estate agent offices. Each award is assessed separately from the review sites.

Latest reviews from every Castles Estate Agency office

Newest first, from every platform, with the office each review is about. First names only.

5/5

Google

Recommend Castles now we have used them twice in 5 years, to buy and then to sell. Dedicated and experienced team, who generated tangible value-add in our sale by finding a good buyer, chasing solicitors, and smoothing the chain.

Tim · 28 July 2019 · Castles Estate Agency London (78 Green Lanes Palmers Green)

5/5

Google

I have sold many properties in my life but using Castles has been an amazing experience and i would recommend them time and time again. I was recommended to speak to Alexei by friends who had recently bought through him and must say what a lovely guy he is. He was very knowledgeable and friendly and made me feel comfortable which helped with my decision. We achieved a very good price and he kept me informed throughout the process and i cannot thank him enough. Alexei you are credit to Castles and thank you for the help.

Huizi · 28 July 2019 · Castles Estate Agency London (78 Green Lanes Palmers Green)

5/5

Google

Big thanks to Alexei at Castles. He is easy to deal with as he is such a friendly guy. He patiently guided us through the purchase of our house and was great at keeping us informed and chasing solicitors for us. Would highly recommend to any buyer or seller.

Marcos · 28 July 2019 · Castles Estate Agency London (78 Green Lanes Palmers Green)

5/5

Google

I would have no hesitation in recommending Castles to sell or buy a property,. Alexei and the team kept up informed throughout the process and made sure all solicitors and parties were kept on task to get the sale complete. If only all experiences with estate agents were this good!

Will · 28 July 2019 · Castles Estate Agency London (78 Green Lanes Palmers Green)

1/5

Google

Very disappointing service from what is supposed to be a professional company. They didn't even have the curtesy to contact me and my fiancé (after we'd made an offer) to inform us a higher bid had been made, this is despite us making our interest clear. This is clearly against the interests of both buyer and seller. Furthermore, when asked why we were overlooked they became defensive and rude. Sellers should be wary of any agent who lacks the incentive to ensure the best price for their property. Considering how little they do and the fees they charge it is reasonable to expect at least some minimum standard of service - suffice it to say we will try and stay clear of Castles in future.

Sami · 28 July 2019 · Castles Estate Agency London (5 Turnpike Lane)

Agent replied

Hi Sami, Thank you for your review. We are completely sorry to find that you felt disappointed with the service. Having looked into this I can see exactly what has happened and can appreciate your frustration. Allow me to explain my findings as thoroughly as possible, in the 'sincere hope' that it may shed some light on the challenges faced on both sides: Like Rightmove and Zoopla, we use professional property search software to enable us to keep in touch with everyone that shows an interest in a property. When you registered your details with our team as a potential buyer, you gave a 'maximum figure' this figure gets input into our professional property software. The challenge that we/our professional property software had here, is that, as you made an offer below the owners asking/guide price, the offer was declined by the owner, and you respectfully chose not to increase your offer to a level acceptable for the owner - the system unfortunately will not/cannot alert you, or us, when several days/weeks later a significantly higher offer is received for the property. We always advise our potential buyers to make what they consider to be their best affordable offer whenever an initial offer is declined. Naturally we attempt to communicate with everyone in a 'fair and courteous' manner and attempt to keep everyone informed as much as is ‘practically possible’. We are sincerely sorry to hear that you felt any of our communication was abrupt - this was certainly never our intention, in fact we really do try and help everybody - regardless of circumstances and finance. It is possible that when under-pressure it can come across 'a bit busy' at times, it doesn't mean we don't care and we always do our best to be... well human and polite, taking the time to explain everything as we go. As it’s the owner that pays the fee (in this case less than 1%) we naturally have a legal obligation to consider and report all the higher offers to the owner in addition to the lower ones. As you are aware... We do let everyone who has made an offer know the outcome and invite them to increase their offer, if they have been unsuccessful - We do this with balance, transparency and a high degree of fairness. We appreciate how frustrating the process can be (most of the team have been on the other end of it at some stage) so we try our best to be sensitive to the fact that every individual may, or may not, have a certain expectation of how the property search process works. Hopefully we demonstrated this to you when we managed to reshuffle the office diary and organise an 'individual viewing' for you and your partner - in addition to the 'open day' viewing that you both attended. We completely appreciate how disappointing it is when a property owner rejects an offer in favour for a considerably higher one. It can seem unfair when there are a high level of buyers interested and we genuinely do our best to guide everyone through the process and help them find the most suitable home within their budget. So once again, sincerest apologies that you felt our service was disappointing. Naturally this is a completely FREE service to buyers and the team go out of their way - wherever possible to help buyers on a personal basis, as well as a commercial one. It also 'feels really great' when we've managed to make a real positive difference to their experience and they come back to us a few years later to sell. The positive news here is that there is still 'one flat available' within this development of three - there are higher offers on it - but if you would like to make an increased offer, or amend your upper limit on our professional property software system then please simply give us a call and we’ll do our absolute best to help you.

5/5

Google

Great service,very proactive .kept me informed all the way through.Made it quite stress free. Top marks. Can not recommend highly enough. Thank you Panos and Steve

Tony · 28 July 2019 · Castles Estate Agency London (5 Turnpike Lane)

5/5

Google

As a first-time buyer, I've found Castles (and Russell) to be helpful and supportive throughout the process, as well as always being up-front with me.

Rowena · 28 July 2019 · Castles Estate Agency London (5 Turnpike Lane)

5/5

Google

We had an excellent experience buying our home with Castles. Russell and Panos and their team were helpful and accommodating at all times making what is a hugely stressful life event as smooth and friendly as possible- we highly recommend them!

Philip · 28 July 2019 · Castles Estate Agency London (5 Turnpike Lane)

5/5

Google

Great experience, couldn't have been better for our first buy. Will definitely recommend Castles, they have been really helpful both during and after the sell. Thank you to Russell and Panos!

Mélanie · 28 July 2019 · Castles Estate Agency London (5 Turnpike Lane)

5/5

Google

I have known Russell Totten since late 2015 and in all our dealings he has been professional, prompt and personable. He is trustworthy and hard working and i would highly recommend him as an agent!

Serkan · 28 July 2019 · Castles Estate Agency London (5 Turnpike Lane)

5/5

Google

I bought my flat through Steve at Castles 10 years ago. He really was a pleasure to deal with and a big reason why I bought the place as he gave me great advice that I was taking on a sound investment. He was right! I turned to Castles throughout the years with evaluations and advice and when I decided to relocate last year, it was an easy decision to turn to Castles again. The whole team, Panos, Steve and Russell worked hard to find the right buyer whilst being easy to communicate with. They were a pleasure to deal with and nothing was any bother to them. Highly recommend them. Sincere, trustworthy and genuinely passionate about their jobs and helping their clients whether it is buying a first home which can be daunting, or selling a property. They take the stress and deal with any problems brilliantly.

Durham · 28 July 2019 · Castles Estate Agency London (5 Turnpike Lane)

5/5

Google

Castles were extremely helpful through a complicated house purchase. Highly recommend.

Hugo · 28 July 2019 · Castles Estate Agency London (5 Turnpike Lane)

Agent replied

Dear Hugo and Megan, Complications come 'part and parcel' with the job I'm afraid, but then again that's why we're here - to help smooth out the kinks and help everyone along to a successful completion. Good luck with your renovations - I'd love to see it all once your done. Warmest regards, Russell Totten

3/5

Google

Rating only, no written review.

Sean · 28 July 2019 · Castles Estate Agency London (438 Hertford Road)

Agent replied

I do not know who you are or the property to which you refer but can assure you that we return deposits as soon as possible or submit them to the TDS in the event that Landlord and Tenant do not agree. Should this be about a property Castles are dealing with then please email me or give me a call to discuss the matter David Edgar Managing Director

1/5

Google

Really bad manners at the first call asking for availability of a house, can not imagine how is the service with the tenants.. only recommended in case of emergency or nuclear attack

Laura · 28 July 2019 · Castles Estate Agency London (438 Hertford Road)

A review that appears on several offices' pages is shown once. We leave out reviews that name another agent.

Questions about Castles Estate Agency

Which Castles Estate Agency office has the most reviews?

London (438 Hertford Road) has the most, with 304 reviews rated 4.6 out of 5, followed by London (12 Topsfield Parade Crouch End) with 301.

Where are the Castles Estate Agency offices?

The six Castles Estate Agency offices, by town:

Has Castles Estate Agency won any awards?

Yes. In The Trusted Agent 2026 awards: Castles Estate Agency, London won Trusted Agent.

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