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.
Showing 556 reviews on Google only. Show every review
5/5
GoogleSpoke to Zainab and Izzy today they were very helpful and gave me great advice
Thank you for your positive review! We're thrilled that Zainab and Izzy were able to provide you with helpful advice. Kind regards, Lucy, Customer Feedback and Support Team
5/5
GoogleRating only, no written review.
We’re so happy to hear you had a fantastic experience. Thank you for letting us know! If you have any comments to make these are valuable in helping us ensure all customers have the best possible experience!
5/5
GoogleVery professional and organised lettings agency. I dealt with William who was fantastic during the whole process. Showed me the flat and explained the process very clearly. Highly recommended.
Thank you for taking the time to share your positive experience with our lettings agency! We strive to provide professional and organized services, and it's great to hear that William was able to assist you throughout the process. We appreciate your recommendation. Kind regards, Lucy, Customer Feedback and Support Team
1/5
GoogleI was interested in viewing a flat they are advertising right across the road from the office. I waited as instructed at the exterior door to the flat. The agent was late and then walked past me without asking if I was waiting for a viewing. She then said she had been waiting elsewhere for me. The viewing was rushed and she seemed to know nothing about the flat. I asked for another viewing with a different agent and the boy who answered the phone was sleepy and said no viewing available for 3 days. So I walked into the office and got another viewing immediately with the first agent. She couldn't answer three of my questions but wrote them down and said she would let me know. Several days later she hasn't done so and when I asked the Hillcrest Management Company the same questions they said they wouldn't answer (although the answers were not confidential). They told me the estate agent would do so. I guess I won't be putting an offer in after all.
Hello, please contact us via EAComplaints@Connellsgroup.co.uk with full details so that we can look into this concern further for you. Kind regards, Lucy, Customer Feedback and Support Team.
5/5
GoogleI recently spoke with Holly on the phone and had a very positive experience. She was friendly, knowledgeable, and took the time to answer my questions clearly, which made the whole conversation feel genuinely useful. Phone conversations with businesses these days are rarely this good.
Thank you for your kind words about our team member Holly! Our goal is always to provide friendly and knowledgeable service to our customers, and we're delighted to hear we hit the mark with you. We strive to make every conversation genuinely useful and we're so glad we could do so for you. Best wishes, Lucy, Customer Feedback and Support Team
5/5
GoogleI am moving to the area and went into the office looking to buy a place for me and my family. I spoke with Holly and Eliza. They were both absolutely lovely, very welcoming, helpful, and happy to take the time to talk everything through with me. Thankyou both - makes such a change to deal with bright and bubbly people rather than the stale old fashioned boring agents I’ve dealt with elsewhere.
Thank you for your kind words! We are thrilled that Holly and Eliza were able to provide you with a positive and refreshing experience. We are dedicated to making your search for a new home as seamless and enjoyable as possible. Best wishes, Lucy, Customer Feedback and Support Team
5/5
GoogleI’m considering moving to the area and Holly was really helpful giving me lots of details and advice. I will definitely be coming to her to help me find a property.
Thank you for your kind words! We are so happy that Holly was able to provide you with excellent service and valuable information. We can't wait to assist you in finding the perfect property in the area. Best wishes, Lucy, Customer Feedback and Support Team.
5/5
GoogleZainab was so lovely and helpful would definitely give her my business again 😄 …
Thank you for choosing our business, we're thrilled to hear that Zainab provided you with excellent service! We look forward to welcoming you back and providing you with another great experience. Kind regards, Lucy, Customer Feedback and Support Team
5/5
GoogleI spoke to Bilal on the phone today. He was very helpful and gave me useful guidance on what to do with my property.
Thank you for your kind words! We are glad that Bilal was able to provide you with helpful guidance for your property. Kind regards, Lucy, Customer Feedback and Support Team
5/5
GoogleI had a very positive experience when I called Chappell and Matthews, Harbourside the other day. I spoke to Holly about properties on the market at the moment and she was extremely professional and helpful. Holly gave me all the information I needed and I look forward to dealing with her when I visit Chappell and Matthews. Thanks very much for the help.
We are thrilled to hear about your positive experience with Holly at Chappell and Matthews, Harbourside! Our team takes pride in providing professional and helpful service to our customers. Kind regards, Lucy, Customer Feedback and Support Team
5/5
GoogleI visited the harbourside office today and was warmly welcomed by a lady called Emma. She was very knowledgeable and helped with every query I had. I will definitely be recommending to friends and family! Thank you Emma
Thank you for the kind words, we are thrilled to hear about your positive experience at our Harbourside office with Emma. It's our goal to provide excellent service and we appreciate your support and recommendation! Kind regards, Lucy, Customer Feedback and Support Team
5/5
GoogleI had an excellent experience working with Bilal. He helped me let out my property quickly and smoothly, and his customer service was outstanding throughout the entire process. Bilal was professional, responsive, and always willing to go the extra mile to make sure everything went as planned. I truly appreciate his support and would highly recommend him to anyone looking for reliable and efficient property services.
Thank you for your kind review! It was a pleasure working with you and I am thrilled to hear that your experience with our property services was excellent. Our team strives to provide the best customer service and I am happy to hear that we were able to meet your expectations. Kind regards, Lucy, Customer Feedback and Support Team
5/5
GoogleGeorgia was very helpful
Thank you for the feedback! We're happy to hear that Georgia provided helpful service. We pride ourselves on offering exceptional customer service and we're glad that she made a positive impact during your experience. Kind regards, Lucy, Customer Feedback and Support Team
1/5
GoogleRecently rented my new place through Chappell and Matthews. They didn't close the previous tenant's account with their energy provider and we're still getting their bills under our name even though we changed providers. For our new energy providers, we had to send the meter reading and we still don't know where the meter is. When I asked them, they wanted a 5 star rating here. Basically, if they don't get a 5 star review here, they won't do shit. I gave it to them about 2 weeks ago and we still don't know where the meter is. So I am updating my transactional review with the real one. This is probably the most disappointing and almost aggravating service I've received in all my years of renting. Absolutely would not recommend.
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 EAComplaints@Connellsgroup.co.uk if you wish to discuss this further. Kind regards, Lucy, Customer Feedback and Support Team.
5/5
GoogleOur experience with Chappell and Matthews has been really smooth and positive. Zainab was especially helpful, always friendly and quick to respond. She answered all our questions clearly and made the whole process feel easy.
Thank you for your kind review! We are delighted to hear that your experience with us has been smooth and positive. Zainab is an amazing member of our team and we are glad she was able to assist you with your needs. We strive to make the process easy for our customers and are happy to hear we accomplished that for you. Kind regards, Lucy, Customer Feedback and Support Team
5/5
GoogleI received only positive emotions from the work of this agency, I especially want to note Zainab, a very professional and open agent.
We are thrilled to hear that you had such a positive experience with our agency and Zainab! We take great pride in providing top-notch service to our customers. Kind regards, Lucy, Customer Feedback and Support Team
5/5
GoogleZainab was great by getting us set up in our new property, very efficient and friendly.
"Thank you for your wonderful review! We're thrilled to hear that Zainab provided efficient and friendly service while setting up your new property. It was a pleasure doing business with you. Kind regards, Lucy, Customer Feedback and Support Team
1/5
GoogleRating only, no written review.
Thanks for the feedback, and sorry if your experience wasn’t great. Please email us at review@countrywide.co.uk and we’d be happy to look into it for you.
5/5
GoogleGreat experience with both Zainab and Bilal. They were both so helpful and let my flat very quickly after being on the market with another agent without success.
Thank you for the positive feedback! We are glad that Zainab and Bilal were able to provide you with a great experience and help you quickly rent out your flat. We strive to provide excellent service and are happy to have been able to assist you. Kind regards, Lucy, Customer Feedback and Support Team
5/5
GoogleI lately dealt with Zaineb Mahmood at Chappel&Matthews harbourside office in Bristol, she has been excellent very helpful and true to her word. Zaineb is very knowledgeable. Thanks Zainab for your help and assistance. God bless.
Thank you for your kind words! We are so glad to hear that Zaineb provided excellent and helpful service to you. Our team takes pride in being knowledgeable and true to our word, and we will be sure to pass along your thanks to Zaineb. Best wishes, Lucy, Customer Feedback and Support Team.
5/5
GoogleChappell and Matthews were externally helpful in assisting my partner and I with our move. Zainab was immensely helpfuland friendly towards us, couldn’t ask for better service!
Thank you for taking the time to leave us such a glowing review! We are thrilled to hear that Zainab provided you with exceptional service during your move. We are grateful for your business and look forward to helping you again in the future. Kind regards, Lucy, Customer Feedback and Support Team
5/5
GoogleWe moved into a rental property with Chappell & Matthews recently. Dan has been fantastic to deal with - really professional and responsive. We had a small issue on moving in and he dealt with it thoroughly, quickly and effectively.
Hello Heather Louise, Thank you for your wonderful 5* review! We're thrilled to hear that Dan provided you with such professional and responsive service during your move. It's great to know that any issues were handled effectively. Best regards, Lucy, Customer Relations Team
5/5
GoogleWe recently re-let our flat for the second time with the help of the Harbourside team. They were really good, and helpful in reminding me of the process; they found a great tenant very quickly. I’d be happy to recommend them and use them again! Thanks to Chloe, Zainab, and in particular Dan who talked me through all the logistical items.
Thank you Sally for the fantastic 5* review and it is great to read that you would recommend us and I would like to wish you the very best for the future. Kind regards, Lucy, Customer Relations.
5/5
GoogleHave just moved into a penthouse apartment rented through Chappell and Matthews. They made sure the process of renting went as smooth as possible and delivered a first class service. Special thanks to Zainab Mahmood and Dan for prompt service and professionalism throughout. I would not hesitate in using them again!
Thank you for your brilliant 5* review and thank you for your kind words Neil. Best wishes, Lucy, Customer Relations.
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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