Every review we hold for the Bournemouth office, from every platform, shown as written. First names only.
★★★★★ 1/5
GoogleI’d give fewer stars if I could. If you’re a landlord, don’t use these guys. If you’re a tenant, run for the hills. They played petty ‘inspection’ games (checking we did our dishes for example… we’re working adults), left us without a working boiler for 6+ weeks and then tried an unlawful eviction tactic just to try and rent the property to someone else. We were fully compliant with our contract and paid every month’s rent on time and in full.
Miles · 14 March 2026
Agent replied · 14 April 2026
Good afternoon Miles, thank you for taking the time to leave a review, although we are a little confused as to the timeline, because you departed from this property in July 2024, it is now February 2026?
The tenancy began in July 2023 on a 12 month fixed term. On the 15th August 2023 the boiler unfortunately developed a fault (the owners lived in this property until May 2023 and had not experienced any issues prior to this). We immediately contacted a qualified engineer and he visited on the 21st August (a weekend being between those dates) and further multiple visits were carried out in an attempt to repair the unit. The plumber and ourselves even contacted the manufacturers of the boiler with the fault codes to try and establish the best course of action.
When it became clear that repair was no longer viable, a second plumber was instructed and a full replacement boiler was quoted for on the 22nd September and it was installed on the 27th September 2023.
Routine property inspections were carried out in line with standard industry practice. Prior to inspections all tenants receive the same general guidance email, asking for access, curtains and windows to be opened etc, to ensure the visit can be conducted efficiently. These are not "games" but standard management procedures.
A Section 21 isn't an unlawful tactic.
We take both Landlord (the owner of this property is still one of our lovely Landlords) and tenant responsibilities seriously. We have great working relationships with our owners/landlords and tenants.
We wish the former tenants (from 2023-2024) well in their new home.
★★★★★ 5/5
GoogleWe used Heritage to rent a flat for our final year at university. Both Karen and Phil were on hand to ensure that the year went smoothly so that we did not experiance any unnecessary distractions from our studies. We were able to contact them easily with any issues we had and they were addressed swiftly and effectively. It was a great experience letting from them and I would highly recommend their services.
Matthew · 14 April 2024
Agent replied · 29 August 2023
Dear Matthew, thank you so much for your lovely review. It was a pleasure to host you both in one of our student properties. We would like to take this opportunity, to wish you both all the best with your jobs and plans for the future.
Karen & Phil
★★★★★ 5/5
GoogleI would definitely recommend Heritage.
Phil has been an absolute star for me on two counts. He handled changes of tenants smoothly whilst I was living abroad - dealing with any issues of repairs/maintenance that cropped up, keeping in contact at all times. More recently he brought his experience towards helping me sell my property - especially advising on any current legislation that was required. He’s friendly, efficient, professional, patient and untiring.
P · 14 April 2024
Agent replied · 23 October 2024
Dear Patsy
Thank you so much, it has been a pleasure to assist you with both the renting and selling of your property for all these years. We are sad to see you go but look forward to hearing all about your new adventures.
Many, many thanks for your continued business.
★★★★★ 1/5
GoogleAwful estate agent, had to get lawyers involved to get the boiler fixed after having no hot water for 6 weeks. Treated us like we didn’t deserve to be in the property. All round stressful. Stay away
Megan · 14 March 2026
Agent replied · 14 April 2026
Good afternoon Megan, thank you for taking the time to leave a review, although we are a little confused as to the timeline, because you departed from this property in July 2024, it is now February 2026?
The tenancy began in July 2023 on a 12 month fixed term. On the 15th August 2023 the boiler unfortunately developed a fault (the owners lived in this property until May 2023 and had not experienced any issues prior to this). We immediately contacted a qualified engineer and he visited on the 21st August (a weekend being between those dates) and further multiple visits were carried out in an attempt to repair the unit. The plumber and ourselves even contacted the manufacturers of the boiler with the fault codes to try and establish the best course of action.
When it became clear that repair was no longer viable, a second plumber was instructed and a full replacement boiler was quoted for on the 22nd September and it was installed on the 27th September 2023.
We did not receive any communication from lawyers, however we received an email from a tenant who cc'd in a Solicitor, to which we duly replied.
Routine property inspections were carried out in line with standard industry practice. Prior to inspections all tenants receive the same general guidance email, asking for access, curtains and windows to be opened etc, to ensure the visit can be conducted efficiently. These are not "games" but standard management procedures.
A Section 21 isn't an unlawful tactic.
We take both Landlord (the owner of this property is still one of our lovely Landlords) and tenant responsibilities seriously. We have great working relationships with our owners/landlords and tenants.
We wish the former tenants (from 2023-2024) well in their new home.
★★★★★ 5/5
GooglePhil was brilliant from start to finish of our two year relationship, from buying the house, during the management of it, and through to finding a buyer and selling our property. A wealth of local and professional knowledge, always quick to …
Richard · 14 April 2024
Agent replied · 9 November 2024
Thank you Richard, always a pleasure to be able to help.
★★★★★ 5/5
GoogleCannot recommend heritage sales and lettings enough!! They are extremely professional, efficient and friendly. Made everything so easy and were always there to help with anything. Massive thank you to Phil and Karen :)
Briony · 29 March 2024
Agent replied · 29 August 2023
Dear Briony, thank you so much for your lovely review.
We are really pleased that you both had a lovely academic year in your student property and we are sorry to see you go. … More
★★★★★ 5/5
GooglePhil was great all the way through the process - very understanding and worked hard to get the best deal for the seller.
Rob · 29 March 2024
Agent replied · 9 November 2024
Dear Rob. Thank you for your kind words, it has been a pleasure working with you and I wish you all the best in your new home.
★★★★★ 5/5
GoogleHeritage Lettings and Estates were a pleasure to work with. Everything you want from and estate agency. Definitely recommend.
Robbie · 29 March 2024
Agent replied · 6 July 2023
Dear Robbie & Lauren, thank you for your kind review, it was a pleasure to be of assistance. Enjoy your new home. Phil
★★★★★ 5/5
GoogleMyself and my flatmate have been renting, with the help of Karen and Phil from heritage, for over 3 years now and we couldn't be more impressed with the level of professionalism and care they take with us as tenants. From doing multiple beautiful viewings to the amazing and detailed email conversations, this company should be a top pick for estate agents.
Sasha · 14 August 2025
★★★★★ 1/5
GoogleAbsolutely awful from a Student Lettings perspective. Karen the owner certainly needs to retrain herself on how she responds to emails and addresses people on the phone. As a guarantor this is the worst experience I have had. If you have a student that is thinking about letting through this company I would avoid them like the plague.
Amanda · 14 August 2025
★★★★★ 5/5
GoogleKaren and Phil have looked after me and my best friend through our journey as students and now as postgrads in the working world. They have been incredibly supportive, kind and a pleasure to rent with during our time in bournemouth. Trustworthy and lovely pair, would recommend to anyone looking for a student let or renting anyway.
K · 14 August 2025
★★★★★ 5/5
GooglePhil and Karen have been extremely helpful when I had awkward tenants who refused to move out as agreed. They also found new tenants for me very quickly. They are very knowledgeable when it comes to sales or Lettings and their fees are very reasonable. I would highly recommend them and will only use them.
Karen · 14 August 2025
★★★★★ 5/5
GooglePhil was great. Very flexible and was always on hand to meet at the flat at short notice. All went smoothly, and will definitely be using again in the future.PositiveResponsiveness, Quality
Kieren · 24 October 2021
Agent replied · 6 July 2023
Dear Kieren. Thank you for your kind words. It was a pleasure to deal with you during the transaction.
★★★★★ 5/5
GoogleWe knew Phil for many years, when he managed the letting of our student house, so it was a simple decision to go with him when he set up on his own, and to then subsequently sell our property.
He advised and helped whenever we need it, and kept us informed and up to speed at every stage of the sale, and we could not have asked for more.
Well done Phil!PositiveProfessionalism
Richard · 24 October 2021
Agent replied · 6 July 2023
Dear Richard, thank you for your kind words, it has been a pleasure to assist you with both the selling and letting of your house for many years.
★★★★★ 5/5
GoogleWe bought a house that was being sold by Heritage Sales and Lettings, we are first time buyers and we really didn’t know what to expect, especially with all the horror stories we’ve heard about estate agents. This just wasn’t the case with …
Jarvis · 14 April 2024
Agent replied · 29 August 2023
Dear Jarvis. Thank you for your very kind words. It has been a pleasure dealing with you both throughout the purchase. I wish you both all the best in your new home and hope you make many memories.
★★★★★ 5/5
GooglePhil was very professional and dealt with the sale extremely efficiently. We were pleased with speedy outcome
Judith · 6 July 2022
Agent replied · 6 July 2023
Dear Judith. Thank you for your comments. It was great to able to get you sold quickly. Good luck in your new chapter.
★★★★★ 4/5
GoogleAn honest and honourable agent; both Karen and Phil were great to work with.
Lucy · 30 September 2024
★★★★★ 5/5
GoogleNever had such a smooth-running and efficient agency dealing with a student property! Phil was always on hand to help and made the whole renting process ten times easier! Thanks so much!
Ed · 14 April 2023
★★★★★ 5/5
GoogleI used Heritage Sales & Lettings to initially let out my property and then to sell it, all of which was made simple with Phil’s positive approach. …
Mike · 14 April 2024
Agent replied · 26 July 2023
Dear Mike. Thank you for your kind words. It has been a pleasure assisting you with both the renting and selling of your home. I wish you all the best for the future.
★★★★★ 5/5
GoogleUsed Heritage recently to purchase my first house and they were professional, friendly and helpful throughout. Clearly the best estate agents in the area. Made everything very painless!
Calum · 14 April 2023
★★★★★ 5/5
GoogleA very efficient service with clear and open communication.
Amanda · 14 April 2023
★★★★★ 4/5
GoogleRating only, no written review.
Javed · 30 March 2023
★★★★★ 5/5
GoogleGood
Alejandro · 14 April 2022
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
