Trusted Agent profile · Hampshire and Surrey
Verified
★★★★★
4,164 reviews across 6 offices and 4 platforms
Charters has six offices, in Winchester, Farnham, Chandlers Ford (two offices), Alton and Alresford (Hampshire and Surrey). Together they have 4,164 reviews on four platforms, rated 4.9 out of 5 overall.
1,304
Reviews on Google
All 6 offices
8
Reviews on Facebook
All 6 offices
1,902
Reviews on Trustpilot
All 6 offices
What sellers, buyers, landlords and tenants say, where the review tells us who wrote it.
Gemma made the difference between us selling or not selling our house. Her role as communicator between Solicitors, buyer and seller made the difference to ...Read all 263 from sellers
Victoria is professional, listens to your requirements and is very good at identifying appropriate properties. She accepts feedback well on properties and ...Read all 382 from buyers
Charters Lettings and Property Management have just re-let my investment property with such ease and efficiency that I cannot begin to imagine what it must be ...Read all 56 from landlords
After having my work moved to Hursley I was interested in looking for a property to rent. Within less than 1 hour of myself submitting a viewing request to a ...Read all 100 from tenants
Charters's six offices, most reviewed first. Each has its own page.
Newest first, from every platform, with the office each review is about. First names only.
4/5
TrustpilotGood choice
Pleasant, informative staff. We dealt with Tilly Orsmond who dealt promptly with our property enquiries, and suggested additional properties that we might be interested in. I would highly recommend.
Thank you for the review, your feedback has been passed on!
5/5
TrustpilotI dealt with Ash at Charters in…
I dealt with Ash at Charters in Winchester when looking for a house to let there. He was responsive, friendly and open in communications and it was a pleasure to meet him for a couple of viewings; he was well-informed and helpful in giving insight on which areas of the city would best suit my family.
Thank you, Matthew! Much appreciated
5/5
TrustpilotJo Goddard helped to make the whole…
Jo Goddard helped to make the whole process of selling a house run smoothly. She was always quick to respond to any queries and proactive when needed. It’s reassuring to have a friendly and reliable voice to call on and we valued this service. Thanks Jo
Thank you for your 5-star review!
1/5
TrustpilotDisgusting agency for renters
My review is regarding the lettings team, and renting with the landlord Clydesdale Group or any of their associated companies (e.g., Templeton Stockbridge). More info on issues I've had with the Clydesdale rentals below (Elmfield block and Clydes Dale Court).Make sure you have everything in writing. Clarify any ambiguity no matter how small over email. Charters will continuously mislead you and intentionally lie with false information in order to secure deposits and have agreements signed. If this happens, you can contact your financial institute through which you paid. My bank confirmed that my deposit was obtained fraudulently and could be claimed as a scam. Anything in writing is your evidence. They will go back on everything written and verbal (e.g., their recorded calls) and claim misunderstandings every time. They probably won't honour what they initially agreed but it's useful to have the evidence for claims or if you need to get out of the agreement early.If you do rent with them, they will likely send outdated inventories so you have to spend hours fixing and updating it, essentially doing their job for them. And then they'll try to blame you for issues they failed to record on the check in inventory. You need to be really thorough with the inventory to ensure you get your deposit back.They take 3+ months to carry out repairs and hire contractors that do shoddy jobs (that cause further damage) if they even bother to do the repair. There is no communication, you have to chase up everything, and then they try to deflect the blame. Management is just as bad. Finally got in touch with a director 6 months into my tenancy only to get more excuses, minimising, glossing over things, not bothering to look into the details/complaints properly, and taking no accountability. Minimal morals, and minimal care for tenants. What's worse is that Charters staff gaslight you, and are passive aggressive.Elmfield block - if you do a Google search you will see that I am not the only one that was lied to by Charters and vital H&S information withheld. They lied about mould issues, the type of construction being done at the time, and ongoing water contamination concerns. After being caught out they blamed it on a "new" staff member not being aware, except she wasn't new (she moved from sales to rentals) and the manager also didn't disclose any of these issues on the numerous occasions I spoke with her.Clydes Dale Court - Landlord refused to address mould and damp issues caused by various leaks despite being made aware of their legal obligations. There is a dampness and ventilation issue in the whole building resulting in a silverfish pest issue. I reported this multiple times, and nothing was done.- Charters and the landlord lied to me about which furniture I was going to be provided. I rented a fully furnished house--I have everything in writing about which furniture was agreed to and was told that it would be brand new furniture. On move in day, 90% of the furniture was either missing or not correct, some of it really old and in poor condition. This was never resolved.- I was assured it would be professionally cleaned. There were urine stains on the bathroom wall. Every radiator covered in layers of dust, spider webs, dog hair. Mould on every window sill and in the kitchen walls. Dirty surfaces. Stains on walls and skirting (including a brown stain near the bathroom switch). Overgrown garden with dog faeces, and covered with trash (amounting to bin bag full once picked up). Carpet smelled of wet dog after supposed professional clean for duration of my tenancy. - There is a sewage issue for all the apartments. To make it worse, they run sewage pipes for many of the toilets inside the house, as in IN the living space (including the kitchen) as a "resolution" rather than do the job correctly. So if a pipe was to leak, the room would be covered in sewage. - Numerous counts of unauthorised entry by contractors when I wasn't home despite me saying that I do not want any entry without my presence or knowledge and that this is illegal. Also had a contractor try to enter using his own copy knowing that I was home. I was told by one contractor that all the contractors have copies of keys to all the apartments, which is not safe at all. They eventually changed my locks after 7 months of me living there because I had evidence that someone entered while I was on holiday and because I said I was going to report it to the council and the police.Do not confuse the good reviews (mostly from sales) as getting quality service. The staff are incompetent, lazy, and appear to lack in intelligence--it's been like talking to a brick wall to most of them. Read the other negative reviews and you'll notice a reoccurring theme from renters.
We are very sorry that you are disappointed with the service received from Charters lettings team and your landlord. As you have stated you have already lodged a complaint with us which has been reviewed and a response has been issued, however, if you remain dissatisfied with this response, we will happily revisit the points you feel have been left unaddressed if you wish. The latest correspondence regarding your complaint was to propose the resolution to resolve the mould issue you had reported after agreement with the Landlord had been reached. Your landlord has opted to conduct the maintenance directly using their own contractors. Charters unfortunately do not have any say over this, the Landlord is entitled to instruct any contractor of their choosing to complete works. Which means that the level in which we are able to manage the property is limited as we are reliant on the Landlord and their contractors to complete the works. Your inventory was time and date stamped the day prior to your tenancy starting, as like every inventory you have the opportunity to make any additional comments you feel would be beneficial. Your request for additional cleaning was also agreed by the Landlord and completed. It appears that your full deposit was released to you and at no point were any proposed deductions listed, this appears to have also been completed within two weeks of your tenancy ending. I understand you have direct contact details for our Director of Property Management now should you wish to discuss this matter further.
5/5
TrustpilotThe service we received from Charters…
The service we received from Charters in Winchester and Sarah Bainbridge has been excellent.
Thank you for taking the time to leave a review!
5/5
TrustpilotCharters Lettings, Best letting agency in Winchester.
I've been looking for a house for rent for the past month and Sarah Bainbridge and Charters Lettings help me to find one in Winchester. Charters Lettings is the best letting agency when it comes to proper email/phone communication and a digitalised end-to-end documentation process. I will recommend their service if anyone looking to buy or rent a property in Winchester.
Thank you, Jay!
5/5
GoogleI just wanted to put a comment on in praise of Toby Krelle the Charters estate agent who has recently joined the Alton branch. He is very customer focused, and whilst viewing properties with him we never felt rushed and he always provided answers to any questions we had within 24 hours. A pleasure to deal with!
Thank you, Deborah!
5/5
TrustpilotGreat Service
Kirstie was great! Even with a demanding set of criteria she never gave up and found me an amazing property. The whole process from start to finish was simple and easy.
Thank you, Frank!
5/5
TrustpilotAmazing team
Amazing team. Extremely friendly and professional. Especially Ella Burnet is a dedicated professional that understands customer's needs and has determination to deliver high standards service. I would definitely recommend the agency and contact them in the future.
Thank you, Jula! Ella will be delighted!
5/5
TrustpilotElla is extremely helpful and very keen…
Ella is extremely helpful and very keen to help with the process of searching for a flat to rent and made my life so much easier.
Thank you for the review, much appreciated!
5/5
TrustpilotSuccessful sale, determination, proactive, communication.
Quick feedback and follow up after viewings. Once we had a buyer Jo and Gemma chased both solicitors and buyer relentlessly. Jo was excellent reporting back to us and even communicating with agents for our new property.
Thank you for taking the time to leave a review!
5/5
TrustpilotIt’s all about trust
It’s all about trust, in a nutshell. Moving house is not just a deal or a transaction. It’s a promise, as well as a purchase. Our’s wasn’t straightforward or smooth. It was a rollercoaster! No matter what happened, our ‘guide at the side’ helped us navigate the journey. She was professional, personable and proactive. She delivered on her promises. Not just a house but a home. We trusted Jo and she didn’t disappoint! Thank you Jo, sincerely.
Thank you, Gareth! Jo will be so pleased to hear your feedback!
4/5
TrustpilotJo Goddard was available to give…
Jo Goddard was available to give updates and supported a lengthy process through the sale of my property. When Jo was not available Gemma was also helpful. I’m grateful for the support and overall pleased with the experience although it had its challenges along the way. Thanks Jo and Gemma
Thank you for the review!
5/5
TrustpilotCharters in Southampton gave outstanding service
Charters in Southampton were very helpful, friendly, exceptionally professional and sold my house in a week. Thank you to Phil Northover and the team for an amazing job.
Thank you, Sandra!
5/5
TrustpilotProfessional Service
Charters let and manage a house for us. They have offered a high level of service in relation to finding and looking after our tenants. One thing I have liked is that we have been able to deal with the same people over the last 6 months or so. It makes a huge difference to have a stable team. They also appear to respond quickly to issues raised by tenants. This is critical to for maintaining good tenant/landlord relationships.
Thank you so much for the review, it is much appreciated.
5/5
TrustpilotIncident handling
Very happy with recent interaction with Kelly at Charters Southampton who manages my property for me.Raised tenant issue with me. Discussed likely liability. Arranged swift resolution and proposed equitable apportionment of costs.
Thank you!
5/5
TrustpilotHelpful and Organised
Shannon was really helpful and accommodating with organising viewings and helping us to find somewhere. Thank you!
Lydia, thank you for your review!
5/5
TrustpilotLovely service
Sophie Pickering has been really helpful in finding a rental place for me. She remembered my requirements well and kept me updated with properties that she felt would fit my needs. Lovely service from Sophie, thank you!
Thank you for the review! Much appreciated!
5/5
TrustpilotExcellent service
Very quick, painless service. Found new tenants rapidly, handled negotiations efficiently and provided straight forward back-office service. Would highly recommend contacting Gary or Ashley when you need to find tenants for your property!
Thank you, Tony, for taking the time to leave us a review!
5/5
TrustpilotI was recommended by a colleague of…
I was recommended by a colleague of mine to Charters and My whole process has been great. Special thanks to Ella Burnet and Samuel Scott for their great service: professional communications, timely response, frequent recommendations for property…just great people that I really appreciate. I will recommend Charters to people for sure.
Thank you for the review!
5/5
TrustpilotGreat service from Sarah at Charters in Winchester!
From the initital call to moving in, Sarah was a great help and made the whole process easy and worry free. Would definatley reccomend!
Thank you for the review, much appreciated!
5/5
TrustpilotBrilliant experience
Our agent Chloe was the most helpful and attentive letting agent we have worked with so far. Charters is an agency that is on the ball and backed with great team members.
Thank you for taking the time to leave a review!
5/5
TrustpilotHugely impressed with Jacqui and the…
Hugely impressed with Jacqui and the Farnham team for my smooth sailing move. Very efficient and fast responding. Thankyou!
Thank you, Nicole! Jacqui will be pleased to hear your feedback!
5/5
TrustpilotExcellent experience
Jo Goddard represented the seller in a recent purchase I made in Southampton. Couldn’t be more happy with the level of professionalism she gave me - especially as this was my first purchase! She kindly kept me up to date with her side of the transaction and remained available for me to ring with any questions or queries. She made this transaction easy! Thank you Jo
Thank you, Nora!
A review that appears on several offices' pages is shown once. We leave out reviews that name another agent.
The Trusted Agent 2026 results for Charters, ranked against 18,569 UK estate agent offices. Each award is assessed separately from the review sites.
Charters is among The Negotiator Awards 2025 winners.
Negotiator Awards winners in seven years, the group and its branches: 2025, 2024, 2022, 2021, 2019, 2018, 2017.
Negotiator Awards by year, 2024 to 20172024 1 Gold, 3 Bronze and 1 Highly Commended The Negotiator Awards 2024 winners
2023 1 Highly Commended The Negotiator Awards 2023 winners
2022 1 Silver and 1 Bronze The Negotiator Awards 2022 winners
2021 1 Silver The Negotiator Awards 2021 winners
2019 1 Gold The Negotiator Awards 2019 winners
2018 2 Gold and 1 Silver The Negotiator Awards 2018 winners
2017 1 Gold and 2 Bronze The Negotiator Awards 2017 winners
Source: The Negotiator Awards 2025 winners and runners-up, as published. Earlier years link to each year's list.
Charters is among EA Masters 2026 winners.
EA Masters winners in two years, the group and its branches: 2026, 2020.
EA Masters by year, 20202020 1 award EA Masters 2020 winners
Source: Best Estate Agent Guide 2027 results, as published. Earlier years link to each year's list.
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Winchester has the most, with 2,888 reviews rated 4.9 out of 5, followed by Farnham with 333.
The six Charters offices, by town:
263 reviews from sellers, rated 5.0 out of 5 on average. For example, Graham wrote: "Gemma made the difference between us selling or not selling our house. Her role as communicator between Solicitors, buyer and seller made the difference to ..."
382 reviews from buyers, rated 5.0 out of 5 on average. For example, Helen wrote: "Victoria is professional, listens to your requirements and is very good at identifying appropriate properties. She accepts feedback well on properties and ..."
56 reviews from landlords, rated 5.0 out of 5 on average. For example, Phil wrote: "Charters Lettings and Property Management have just re-let my investment property with such ease and efficiency that I cannot begin to imagine what it must be ..."
100 reviews from tenants, rated 5.0 out of 5 on average. For example, Rhys wrote: "After having my work moved to Hursley I was interested in looking for a property to rent. Within less than 1 hour of myself submitting a viewing request to a ..."
Yes. In The Trusted Agent 2026 awards, Winchester won Platinum, Alton won Trusted Agent and Farnham won Trusted Agent. At EA Masters 2026 the group won Gold for Best Estate Agent Guide 2027, Lettings. The group and its branches have also won 17 other industry awards since 2017.
