5/5
GoogleLauren the legend. Most welcoming agent I have ever met. Very kinda and professionally down to earth. Makes moving seem easy.
Trusted Agent profile · Somerset
Verified
Chappell & Matthews estate agents in Bristol, City of and Bath
★★★★★
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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Reviews by type
What sellers, buyers, landlords and tenants say, where the review tells us who wrote it.
Our offices
Chappell & Matthews's three offices, most reviewed first. Each has its own page.
- Chappell & Matthews Bristol Sales151 Whiteladies Road, Clifton, BS8 2RD, BS8 2RD334 reviews · 315 on Google (4.9)22 in the last 90 days
- Chappell & Matthews Bristol Harbourside SalesUnit 1 Waverley House, Cathedral Walk, Canon's Marsh, BS1 5LW, BS1 5LW264 reviews · 244 on Google (4.7)4 in the last 90 days
- Chappell & Matthews Bath2 Northumberland Buildings, BA1 2JB1 reviews · 0 on Google0 in the last 90 days
Awards
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.
Reviews on Google
Showing 556 reviews on Google only. Show every review
Google5/5
GoogleLauren was very helpful throughout our move in process and got things sorted quickly - thank you!
5/5
GoogleWe had a very smooth and stress-free experience when applying to rent our current property through Chappell & Matthews. Zainab and Daniel were fantastic throughout the process: attentive, polite, and always kept us updated every step of the way. Their communication was clear and timely, which made everything feel much easier. We highly recommend Chappell & Matthews if you’re looking to move, they made the whole experience seamless.
Agent replied · 24 August 2025
Thank you 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 Feedback and Support Team.
1/5
GoogleI never right reviews but this experience has forced me RUN!!! Rented us a damp uninhabitable flat and enforced us to run a dehumidifier offering no compensation for the energy costs. Hired the most unprofessional contractors to complete the constant repairs needed leaving the property in terrible condition. Constant lingering damp smell even though we had the heating on high and all the windows open the dehumidifier and a fan for airflow. Overall horrible to deal with the staff expressing abusive behaviour when any simple request is made to repair serious issues like plaster and paint falling off the walls or even leaking windows. Kate Reed is honestly one of the worst people I’ve ever had to deal with. I understand when renting you often don’t have a choice and all estate agents are pretty hard to work with but if you can avoid them at all costs. If you are a landlord with a moral compass who wants there property taken care of DO NOT LET THOUGH CHAPPLLE AND MATHEWS. (They also forcefully encourage you to leave a 5 star review)
5/5
GoogleChappell and Mathews managed my rental property for 10 years. They have been very responsive and efficient and managed the property very well. Daniel Smith has been my point of contact for many years and he has responded to my queries quickly, checked on outstanding items and kept me updated at all times. Thank you! I would recommend Chappell and Matthews and would be happy to use them again in the future.
Agent replied · 11 October 2026
Thank you for taking the time to leave us this great 5* review and recommendation. Kind regards, Lucy, Customer Feedback and Support Team.
5/5
GoogleDeb and the team are very professional and friendly . They go the extra mile to meet your needs. Would recommend their services.
5/5
GoogleZainab Mahmood was an amazing lettings agent! She had all the information needed, was calm, considerate and worked extremely fast to get us the keys to what we can call now home! We were extremely happy with the Chappell & Matthews platform used to set up everything. Also, the Welcome home pack was a very nice touch and an absolutely needed one during the actual move!
Agent replied · 27 July 2025
Hello Mihaela, Thank you so much for your wonderful 5* review! We're thrilled to hear that Zainab Mahmood provided such excellent service and that you were happy with the Chappell & Matthews platform. We're delighted that the Welcome home pack added a nice touch to your move. Best regards, Lucy, Customer Relations Team
5/5
GoogleI had a fantastic experience with Chappell and Matthews, and I want to give a special shoutout to Zainab for her outstanding support. She was incredibly helpful, professional, and attentive throughout the entire process of finding me a great place. Her dedication and friendly approach made everything smooth and stress-free. I truly appreciate her efforts and would highly recommend Chappell and Matthews to anyone looking for a reliable and supportive estate agent.
Agent replied · 24 August 2025
Thank you for your kind words and recommendation! We are so pleased to hear that Zainab provided exceptional service and made your experience stress-free. Our team at Chappell and Matthews is dedicated to providing reliable and supportive service to all our clients. Kind regards, Lucy Mawer, Customer Feedback and Support Team
5/5
GoogleHad an amazing experience with the Harbourside team, with Dan leading it for us. So unbelievably helpful, friendly and kind when dealing with everything. Communication can’t be faulted and can only be more than grateful for such an easy and smooth moving process :)
Agent replied · 23 September 2025
Thank you for taking the time to leave us this amazing 5* review Antonia. Kind regards Lucy, Customer Feedback and Support Team.
5/5
GoogleWe found a lovely flat with Chappell and Matthews and a quick & smooth move in. The agents are friendly, helpful and professional. The agency is proactive in provide information and details of next steps, and he agents were always available for any queries we needed!
Agent replied · 23 September 2025
Many thanks for the great 5* review and your kind words. Best wishes, Lucy, Customer Feedback and Support Team.
5/5
GoogleReally positive experience during the rental process in Bristol. Zainab, Daniel, and Bilal Arif were super helpful, friendly, and made everything feel easy and smooth. Would definitely recommend based on how things have gone so far.
Agent replied · 11 October 2026
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
GoogleDebs has been great! Thank you!
5/5
GoogleDaniel and Zainab just fab Thank you for your help over last worlewind week. Just a quick thank you from me , you leave your competitors behind in terms of response time and efficiency, an absolute god send when emails are replied within minutes.
Agent replied · 11 October 2026
Many thanks for your outstanding 5* review and your generous comments. Best wishes, Lucy, Customer Relations.
5/5
GooglePerfect service Quick response Lovely Debra
5/5
GoogleHad a smooth experience working with Debra - she has answered all my questions quickly and is very professional
5/5
GoogleDebra was exceptional from start to finish, extremely professional, responsive, and attentive. She handled everything seamlessly, making my move a smooth and stress-free experience. I highly recommend her services!
1/5
GoogleVery disappointing and misleading agents. They make stuff up and mislead the tenant when moving in (like a 2 year cladding project which demolishes your balcony, shuts your windows and doors and puts nets everywhere) and do a duff check in then when the tenant moves out they spring into action and are like CSI New York looking to fleece you for as much as they can - in my case a brand new floor worth £1500 and pro clean for £360. Great! Dont listen to a word these guys say, just use another agent.
Agent replied · 23 October 2024
We apologise for your experience with our agents. We strive to always provide accurate and transparent information to our tenants. Thank you for bringing this to our attention. Please do contact us via review@countrywide.co.uk if you wish to discuss further your rating and any concerns you may have. Kind regards, Lucy, Customer Relations.
1/5
GoogleI had a really frustrating end of tenancy experience with Chappell & Matthews, largely due to their poor handling of a recently resolved tenancy deposit dispute, which I won. A month before I moved out the branch manager, Chloe, visited the property. She told me the flat was in good condition, recommended only a minimal clean, and said she would advise the landlord to remove the remaining items. Based on that, I followed her recommendations in good faith. However, after the tenancy ended, the landlord made many unsubstantiated claims and eventually a submitted a £2,800 claim, including a ridiculous charge to repaint the entire flat. Despite Chloe having personally seen the condition of the property, made recommendations to both me and the landlord, and knowing these claims were unfounded, she went completely silent. She failed to support her own previous statements or provide any clarification when copied into emails during the dispute. The landlord didn’t conduct a formal check-out and only visited the property five weeks after I moved out. Chloe made no effort to advise them that the claim had no merit, despite being in the perfect position to do so. Because of this lack of support or honesty, I had to go through a formal adjudication process and was left out of pocket for over four months. In the end, the deposit protection scheme awarded me the full disputed amount and awarded nothing to the landlord. The adjudicator concluded that the claims were completely unsubstantiated, particularly as the landlord’s evidence was based on photos taken more than a month after the tenancy ended. Chappell & Matthews’ handling of this situation was unprofessional and irresponsible. As a tenant, I expected them to show at least a basic level of fairness - especially when they had firsthand knowledge of the facts. Instead, they chose silence over accountability. The experience renting with Chappell & Matthews was mostly uneventful but I would strongly recommend caution when leaving the property. They will not advocate for you, even when they know you're being treated unfairly.
Agent replied · 9 May 2025
Dear Jake, we apologise for the frustration and inconvenience you experienced with our company. We take all feedback seriously and will use this as an opportunity to improve our processes and better serve our customers in the future. Thank you for bringing this to our attention. Please do contact us via review@countrywide.co.uk if you wish to discuss further your rating and any concerns you may have. Kind regards, Lucy, Customer Relations.
5/5
GoogleAmazing and simple process thanks to Chloe and the team! Thank you so much!
5/5
GoogleTenants found quickly, letting process handled quickly and smoothly by friendly and responsive staff. Good job! Many thanks!
Agent replied · 11 October 2026
Thank you for taking the time to leave us this amazing 5* review Charles. Kind regards Lucy, Customer Relations.
5/5
GoogleI have been communicating with Lauren Iles and she has been fantastic. Quick to reply and gives very clear instructions.
5/5
GoogleI would like to give a well deserved five star review for Bilal Khan for all his help with my renting process of my property. Always responding quickly to any questions I have or Help needed Thank you 👍 …
Agent replied · 10 April 2025
Many thanks for your outstanding 5* review and your generous comments Vivian. Best wishes, Lucy, Customer Relations.
5/5
GoogleWe have our rental property with Chappell & Matthews and throughout, Daniel has been absolutely fantastic. He is super responsive and has been fantastic with our tenant - even with some last minute requests. We would definitely recommend.
Agent replied · 9 May 2025
Thank you Danielle for your terrific 5* review and for your complimentary comments. Many thanks for your kind recommendation. Best wishes, Lucy, Customer Relations.
5/5
GoogleFlat 78, great work from Zainab and Daniel helping us move into our new flat and providing us with all the information
Agent replied · 23 May 2025
Thank you for your glowing 5* review James. Thank you for your supportive words which I have course passed onto the local team. Kind regards, Lucy, Customer Relations.
A review that appears on several offices' pages is shown once. We leave out reviews that name another agent.
Questions about Chappell & Matthews
Which Chappell & Matthews office has the most reviews?
Bristol Sales has the most, with 334 reviews rated 4.7 out of 5, followed by Bristol Harbourside Sales with 264.
Where are the Chappell & Matthews offices?
The three Chappell & Matthews offices, by town:
- Bath: 2 Northumberland Buildings, Bath, Somerset, BA1 2JB
- Bristol Harbourside Sales: Unit 1 Waverley House, Cathedral Walk, Canon's Marsh, BS1 5LW, Bristol, City of, BS1 5LW
- Bristol Sales: 151 Whiteladies Road, Clifton, BS8 2RD, Bristol, City of, BS8 2RD
Has Chappell & Matthews won any awards?
Yes. In The Trusted Agent 2026 awards: Chappell & Matthews, City of won Gold; Chappell & Matthews, City of won Gold.
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