Trusted Agent profile · Somerset
Verified
★★★★★
580 reviews across 3 offices and 4 platforms
Chappell & Matthews has three offices, in Bristol, City of (two offices) and Bath (Somerset). Together they have 580 reviews on four platforms, rated 4.7 out of 5 overall.
559
Reviews on Google
All 3 offices
1
Reviews on Yell
All 3 offices
1
Reviews on The Trusted Agent
All 3 offices
19
Reviews on Trustpilot
Business-wide
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What sellers, buyers, landlords and tenants say, where the review tells us who wrote it.
Chappell & Matthews's three offices, most reviewed first. Each has its own page.
The Trusted Agent 2026 results for Chappell & Matthews, ranked against 18,569 UK estate agent offices. Each award is assessed separately from the review sites.
Newest first, from every platform, with the office each review is about. First names only.
5/5
Googlefinn was an amazing negotiator and super friendly. he helped answer all my questions and i would recommend their services.
Many thanks for your outstanding recommendation, 5* review and your generous comments. Best wishes, Lucy, Customer Feedback and Support Team.
5/5
GoogleDebs was so supportive and professional, highly recommend
"Thank you for the kind words, we are thrilled to hear that you had a positive experience with Debs. We strive to provide exceptional support and professionalism to all of our customers. Thank you for recommending us! Kind regards, Lucy, Customer Feedback and Support Team.
5/5
GoogleThroughout the process of securing a rental the staff have been wonderful especially Debra. They are lovely and friendly and help you with the process as a whole.
Thank you, Georgie, for your wonderful feedback! We're thrilled to hear that our staff, especially Debra, provided you with such friendly support throughout the rental process. Kind regards, Lucy, Customer Feedback and Support Team
5/5
GoogleVery nice
Thank you for your lovely 5* review. Kind regards, Lucy, Customer Feedback and Support Team.
5/5
GoogleWill was attentive & helpful. Would recommend!
Thank you for taking the time to leave us this great 5* review and recommendation. Kind regards, Lucy, Customer Feedback and Support Team.
1/5
GoogleBad customer service. High employee turnover has led to poor organization. We asked for a simple procedure but it has taken them 4 months to initiate. They have repeatedly promised to follow up but never did.
Hello, I am sorry if you were not happy in your experience with us. If you wish to share any further comments about your experience, please do email me at review@Connellsgroup.co.uk Kind regards, Lucy, Customer Feedback and Support Team.
1/5
GoogleI had the worst renting experience of my life with this agency. I honestly feel this agency needs to go down if this is the kind of service they provide to everyone. I am an overseas student and quite new to the country but havent experienced this kind of treatment from anyone, I have always been approached with respect and concern in this country and the experience with this agency turned everything around. I wouldn’t want to comment on anything, but every step of the process was a pain and mismanaged. The worst happened towards the end of the tenancy where we were shoved with a heating bill of 4 grand for the past year. It was clearly stated in the email communications preceding the agreement that all heating bills would be taken care of. And even when we informed that the valves of heaters were malfunctioning, they never paid heed to it. The most terrible part was the way Chloe treated us when we tried to enquire about what the misunderstanding was about, absolute cold behaviour and most often just hanging up without any response. Being an institution providing a service I do not believe this is what their moto is supposed to be. Followed by the whole ordeal of sending emails to their complaints department, the ombudsman and a ton of paperwork. The worst thing to have happened to me amidst the already troublesome journey of being an immigrant. I hope if you are reading this, please dont go for this agency, there are way better ones with kinder hearts in the city.
We are deeply sorry for the negative experience you had with our company. We take all feedback seriously and we appreciate you bringing this to our attention. Please email me at review@Connellsgroup.co.uk if you wish to discuss this further. Kind regards, Lucy, Customer Feedback and Support Team.
1/5
GoogleVery disappointing experience with chappell and mathews and landlord Monica Sehdev. Before vacating , We were instructed by the agency to professionally clean the property,which cost us £ 360,and the invoice was provided to agency staff Georgia.Despite this ,a further £465.60 was deducted for additional cleaning and issues in what was already a run- down property with ongoing leaks, mould and maintenance concern during our tenancy. In total £825 was spent purely on cleaning ,alongside overall deductions of £1323.60.Landords and agencies should be aware that tenants also deserve fairness,transparency and proper property maintenance .Unfortunately, this was not our experience.
Hello and thank you for taking the time to leave a rating. I’m sorry to see that your experience was less than satisfactory. Please be assured that all feedback is taken extremely seriously, and as a company, we are continuously looking at how we can improve our journey with you. In order to further look into this, we invite you to get in contact with our team at review@Connellsgroup.co.uk Kind regards, Lucy, Customer Feedback and Support Team.
5/5
GoogleDebra great helpful all the way through 💃🏻 …
Thank you for your 5* review. We pride ourselves on exceptional service and are pleased that your experience has been a great one. We look forward to sharing your review with the team! Best wishes, Lucy, Customer Feedback and Support Team.
4/5
GoogleDebra was a massive help throughout the organising and letting of the property. Her energy was fantastic and kept us in the loop as best she could with a busy end of May. Thank you again.
Thank you for your kind words, we are thrilled that Debra provided exceptional service during your property letting process. Best wishes, Lucy, Customer Feedback and Support Team
5/5
GoogleDebra was great, the whole renting process was really easy and incredibly efficient.
Thank you for sharing your positive experience with Debra and our rental process! We strive to make things easy and efficient for our customers. Kind regards, Lucy, Customer Feedback and Support Team
5/5
GoogleHad a great experience with Chappell and Matthews lettings team, particularly with Debra, who was able to turn my application around on a tight turnaround and was really helpful throughout the process. She was always available on the phone and everything was processed quickly and explained clearly.
Thank you for your fantastic 5* review! We are thrilled to hear that you had a great experience with our lettings team, especially with Debra. We pride ourselves on providing excellent customer service and we are glad to know that we were able to make the application process easy and efficient for you. Kind regards, Lucy, Customer Feedback and Support Team
1/5
GoogleStaff in the office are lovely, however the landlord I was stuck with for almost a year was dreadful. Both the agency and landlord consistently ignored my emails, or refused to take notice of any requests/emails I sent. I’ve spent hours chasing with no avail, and had to often arrange things myself.
Hello, please contact us via review@Connellsgroup.co.uk with full details so that we can look into this concern further for you. Best wishes, Lucy, Customer Feedback and Support Team.
1/5
TrustpilotPoor experience resolving a tenancy deposit dispute
Management initially helped us secure rental accommodation through Chappell& Matthews, however the overall experience with the property and landlord was disappointing. Throughout our tenancy there were ongoing issues including leaks, moulds and poor maintenance, many of which were reported during our stay. After vacating the property, we we’re unexpectedly asked to pay for issues that had existed during the tenancy and were not properly addressed at that time .Communication from Georgia placed unnecessary pressure on our management team regarding matters we believe should have been resolved by the landlord and agency. Unfortunately, our experience with the property management and landlord Monika Sehdev not satisfactory.
5/5
GoogleDebra and the team were fantastic. Friendly, helpful, and were able to get us into our new rental incredibly quickly. Would highly recommend.
Thank you for taking the time to share your experience and for your wonderful 5* review and recommendation! Kind regards, Lucy, Customer Feedback and Support Team.
5/5
GoogleWe had an excellent experience with Chappell and Matthews, thanks in large part to Debra and Georgia. They truly went above and beyond to ensure we were able to move into our property on time. Debra is clearly extremely organised and efficient, keeping everything on track and communicating with us throughout the process so we always knew where things stood. We’re very grateful for her hard work and wouldn’t hesitate to recommend her services.
Thank you for taking the time to share your experience with Chappell and Matthews. We are glad to hear that Debra and Georgia went above and beyond to ensure a smooth move-in process for you. We pride ourselves on our organized and efficient team, and we appreciate your recommendation. Kind regards, Lucy, Customer Feedback and Support Team
5/5
GoogleExcellent experience with Debra! She was super attentive & made sure all of our requests were met. Thank you!
Thank you for sharing your feedback! We are delighted to hear that you had an excellent experience with Debra. Her dedication to meeting customer requests is what sets us apart. Best wishes, Lucy, Customer Feedback and Support Team
5/5
GoogleDebra was excellent with me and my partner in getting us into a flat quickly! Much better than all of the estate agencies I have used in Bristol before!!
Thank you for your kind words! We are so happy to have been able to help you and your partner find your new home. We pride ourselves on providing top-notch service and we're thrilled to hear that we exceeded your expectations. Kind regards, Lucy, Customer Feedback and Support Team
5/5
GoogleI would highly recommend Chappell and Matthews after they helped me to find my ideal home and sign for it within 3 days! A massive shout out to Will who was super quick and was able to advise us on various properties and areas with honesty and knowledge. We instantly felt comfortable with him and he was very patient with all our questions. I must add that lovely Debs and Georgia were massively supportive, too, so I’m sure that Liv and the rest of the team on Whiteladies Road are just as amazing! Great team, safe hands. Thanks, guys!
Thank you so much for your kind words! We're thrilled that our team was able to help you find your dream home in such a short time. Will, Debs, Georgia, and the rest of our team at Whiteladies Road are dedicated to providing honest and knowledgeable service to our clients. Best wishes, Lucy, Customer Feedback and Support Team
5/5
GoogleDebra was helpful and showed genuine care and attention to supporting us through the process. It was a pleasure to work with her and would happily do so again!
Thank you for your glowing 5* review. We pride ourselves on exceptional service and are pleased that your experience has been a great one. We look forward to sharing your review with the team! Best wishes, Lucy, Customer Feedback and Support Team.
5/5
GoogleA special thank you to Holly.W, everything you want in an agent - kind, respectful, honest and does what she says she will do. A really great service overall from all of the team.
Thank you for the amazing review! We're thrilled to hear that we were able to provide you with exceptional customer service. Holly and the rest of our team take great pride in delivering top-notch service to our valued clients. Kind regards, Lucy, Customer Feedback and Support Team
5/5
GoogleIsobel was my agent, she help me To find my dream apartment, I know it sounds cliche but it’s true, we really love our new place and the process was incredible quick, we got approved by the landlord the same day we view the property. Thanks
Thank you for sharing your experience with Isobel! We pride ourselves in finding our clients their dream home quickly and efficiently. We are thrilled to hear that you love your new place and had a smooth process. Best wishes, Lucy, Customer Feedback and Support Team
5/5
GoogleDebra was so lovely to deal with. She assisted with all our questions, was very helpful and has such a fun bubbly personality. Made the process easy and simple for us. Thank you!
Thank you for your kind words! We're so happy to hear that Debra provided you with excellent service and made your experience a breeze. Her bubbly personality is definitely one of her best qualities. Kind regards, Lucy, Customer Feedback and Support Team
5/5
GoogleI recently had the pleasure of working again with Debra Barton, Senior Negotiator and Jennifer Yeates in the Lettings Team at Chappell & Matthews, during the process of securing a new tenant for my Clifton property, and I cannot recommend their services highly enough. From the outset, they both demonstrated an exceptional level of professionalism and efficiency. The attention to detail throughout the documentation process was outstanding, every form, agreement and supporting requirement was handled accurately and without delay. It was clear that they have a thorough command of lettings procedures and compliance requirements, even as we transition into new legislative regulations, which gave me complete confidence that everything was being managed correctly. What particularly impressed me was Debra's proactive approach to managing timescales. She kept me fully informed at every stage, communicated clearly and promptly, and ensured that the transition to the new tenancy arrangement progressed smoothly and on schedule. There was never a moment where I felt uncertain about where things stood or what the next step would be. The calm, organised manner and evident dedication to delivering a seamless experience for both landlord and tenant made what can often be a stressful process feel entirely straightforward. They are both a real asset to the Chappell & Matthews team, and I would not hesitate to continue to work with them again in the future.
Thank you for your glowing review! We are thrilled to hear that you had a positive experience. Our team's dedication to professionalism and efficiency is our top priority, and we are so glad that it gave you confidence throughout the process. We look forward to working with you again in the future.Kind regards, Chanelle Aldrich, Customer Feedback and Support Team
A review that appears on several offices' pages is shown once. We leave out reviews that name another agent.
Bristol Sales has the most, with 334 reviews rated 4.7 out of 5, followed by Bristol Harbourside Sales with 264.
The three Chappell & Matthews offices, by town:
Yes. In The Trusted Agent 2026 awards: Chappell & Matthews, City of won Gold; Chappell & Matthews, City of won Gold.
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