Darlows Caerphilly reviews

★★★★★ 1/5

Trustpilot

If I could give zero I would.

Appalling customer service from Cardiff rental office. Struggling to find a decent rental house and called/email this company as they advertised a house I was very keen to view. About 30 calls (each time a call centre picks up and take your details for a call back) and 4 emails, but no luck. Managed to get through to the branch twice and both times they said they'll respond on email, but nothing happened. 10 or so follow up calls later and I've given up. Shocking customer service.Edit: In response to the company's response, the email supplied was used on a few occasions before with no acknowledgment or return emails from them.

DH · 15 September 2021

★★★★★ 1/5

Trustpilot

NEVER let your property with Darlows Merthyr!

Never let you property with Darlows. I have done so with thier Merthry Branch and it has been a NIGHTMARE for the past 4 years. I have finally left them after trying to do so for over a year. An endless list of issues with thier management of my let property. They charge you for maintenance and inspections that never takes place, even when you tell them you do want need it they undetake it and then charge you. They NEVER answer thier phone, they never check the properties depsite saying they do, when you want to end the tenancy then do not inform the tenant and never tell you until you chase them up and then just say "oh sorry we didnt do it"... I have constantly had to complain, chase up rent every month all for them to take 12% of the rent. The service is so awaful that it beggers belief.... I have had to make 2 formal complaints in the past 12 months. I warn you DO NOT USE them to manage your properties.....AS of today Aug 17th I still have not recieved a response after making my formal complaint about the above...the website says they will respond within 48 hours. I have also received the final rental due to me and they deducted £90 for the gas cert that i had cancelled.... my tenant moved out on the 6th July and and the Gas cert was due 12th July...no gas cert was necessary as I chose not to let the property out so why Darlows think they needed to get a gas cert in the first place is beyond me.... that just goes to shows how terrible this company is..... good luck Darlows as you will fall one day with business ethics like this.Update 24 Aug 2021 - I have emailed them yet again the info to the email they suggested in the message below. Let see what happens. I will update this in due course and see if they refund me the £90.

Alfa1971 · 24 August 2021

★★★★★ 5/5

Google

Absolutely fantastic service. Claire was great, made selling my house very easy. Responded to all calls and emails within a couple hours, very attentive. I would highly recommend Darlows especially Claire. Stay safe

Joshua · 14 June 2021

★★★★★ 5/5

Google

We spoke to Gareth Lewis at Darlows while looking for a property and he was so helpful and friendly I will definitely be using them again.

Amanda · 14 June 2022

★★★★★ 5/5

Google

After a recent house sale with Darlows in Caerphilly I would have no issue in recommending Claire Lea and her team to anybody selling a property.

Nathan · 14 June 2022

★★★★★ 5/5

Google

Claire is always very helpful and professional. Currently looking for a new home abs she is always on the phone to us with new listings xx

The · 14 June 2022

★★★★★ 5/5

Google

Gareth Lewis was Incredibly helpful and very polite. Would recommend to anyone! As first time buyers he made the process as easy as possible for us.

Geraint · 14 June 2022

★★★★★ 5/5

Google

Our dream move to Pembroke came true because of the professional service we received from Claire Lea at Darlows Caerphilly selling our home. A friendly, efficient lovely lady who takes pride in what she does. Thank you Claire XXX

Bull · 15 June 2019

★★★★★ 5/5

Google

Efficient service . Very helpful. Friendly staff . Gareth Lewis was very understanding and patient especially during these difficult times , no matter how many times I telephoned for help and advice.

Sue · 14 June 2021

★★★★★ 5/5

Google

Gareth at Caerphilly Darlows has been a great help for us with choosing the property. At the viewing appointment he was already at the address waiting for us followed by a very professional and knowledgable introduction of the property. As a follow up he has been liaising with the solicitors providing us with up to date news of the development of the process which we found very helpful and reassuring. We are truly thankful for his way of working giving us a peace of mind. An absolute pleasure, thanks very much. Zoltan VassPositiveResponsiveness, Quality, Professionalism, Value

Zoltan · 14 June 2021

★★★★★ 5/5

Google

Having contacted he estate agency with a request to view a particular property Gareth qualified exactly what I was looking for and promptly arranged a viewing of the requested property. As a result of the qualification he also suggested an alternative property to view that I hadn’t caught my eye prior to our conversation. I looked at the details on-line and also arranged a viewing of this property as well . If it wasn’t for his qualification and recommendation I would not have purchased a house with Darlows as the original house I wanted to view propped to be unsuitable for me upon viewing it. Whereas the recommended property was perfect for my needs. Gareth talked me through the process of how to proceed and within 24 hrs I had supplied the documentation that Darlows required and my offer was accepted. A quick completion was critical for me as I was planning on moving to Greece within the month and with Gareth’s assistance chasing the Venders assistance for responses to anything that was required we completed in about three weeks. Any questions or queries I had were dealt with instantly .Amazing.PositiveResponsiveness, Quality, Professionalism

Christopher · 14 June 2021

★★★★★ 5/5

Google

Gareth showed us around our new home and was very informative as we weren’t familiar with the area, extremely professional and friendly during our viewing. Ever since our offer was accepted, Gareth has communicated with us and keeping us up to date with what has been happening and what he has done/going to do. He has not failed us and we are very impressed with the way this sale is being handled. Gareth you are a credit to Darlows! Thank you so much.PositiveResponsiveness, Quality, Professionalism, Value

Katie · 14 June 2021

★★★★★ 5/5

Google

We contacted Darlows as our house had been on the market for some time with another agent and had few viewings and no success in selling. It was evident from the first meeting with Claire and then Gareth Lewis that their professionalism and enthusiasm would be a very different experience. Gareth would contact almost on a daily basis keeping us up to date with viewings and feedback following viewings. The house was sold within a very short period of time. I would certainly recommend them to family and friends and would use them in the future. Their friendly, professional manner along with their knowledge of the housing market was excellentPositiveResponsiveness, Quality, Professionalism, Value

Maralyn · 14 June 2021

★★★★★ 1/5

Trustpilot

DONT LET DARLOWS MANAGE YOUR PROPERTY

Do Not Use Darlows to manage any of your property especially in Cardiff area.To start off Darlows are also know as Spicehaart.1: before I signed the contract I specifically ask what hidden charges are there as I live abroad. They have not mentioned anything about annual NRL fees , to top that off they charged me this in march and now they charged me in May ( so Much for ANNUAL robbing gits )they also then charge additional admins fees on top which was not even mentioned.2: Income and expenditure report fee !! HIDDEN CHARGES !!! that cost £120 which I dont even need.3: their communications is appauling it takes 2 weeks without reply and if your agent is on holiday you wll not get help at all.I have to use threatening emails using Consumer Rights Act 2015 and guess what immediately they replied !!for Land Lords and tennants:"Failing to understand current consumer legislation could lead to a breach of your customer's consumer rights. ... Failing to do so could entitle the customer to cancel - up to 12 months and 14 days after signing the contract, even if your contractual obligations have been performed".4: their contractors are DOUBLE the price what you can get yourselves , however if I go and find contractors myself then what is the point of me paying FULLY SERVICED FEE and then they make money by charging more ! This is Unfair trading.Fully service fee should also cover anything of communications and money handling , but they charge me NRL fees !!5: my previous agent ( not darlows ) give me very stable rent into my bank every month, BUT Darlows gives me less and LESS every month almost not enough for me to sustain my mortage At the end of the day they are Robbing Agents dont use them.

Alan · 3 June 2021

★★★★★ 5/5

Google

I would highly recommend Darlows, Caerphilly branch for anyone looking to buy a home. I am purchasing my first property through Darlows and and just want to say a huge thank you to Claire and Leanne for their work. Caleb.

Red · 15 June 2018

★★★★★ 5/5

Google

Claire Lea has been a great support to me in helping me find my new home. She is very patient and honest in her approach which is much needed when you haven't moved house for nearly 20 years. Thank you

G · 15 June 2018

★★★★★ 5/5

Google

Very helpful at looking for variety of houses for us

Aaron · 11 October 2025

★★★★★ 5/5

Google

Great service from the team. Claire was friendly and welcoming with some good local knowledge. Felt supported and valued throughout the process with regular updates and good attention to detail. Would happily recommend both the service and team.

Nik · 15 June 2019

★★★★★ 5/5

Google

Connor Strong delivered excellent customer service!!! Thank you

S · 28 October 2025

★★★★★ 5/5

Google

Claire has been amazing! Always keeps in touch with me and updates me on everything including the minor things. Thanks for a Fabulous Service! 5*

CHR · 14 June 2022

★★★★★ 5/5

Google

I was impressed by the personal attention to my needs in finding a house. Not only did Zoe email me potential houses as they came into the market, she also phoned me to hear whether I was still looking and to get feedback on how she could assist. Booking a viewing was a pleasure - I didn’t have to wait a week for an appointment - I got one the same afternoon!PositiveResponsiveness, Professionalism

Tamara · 14 June 2022

★★★★★ 1/5

Trustpilot

Do not rent with Darlows!

So I got out of the hell hole that was the house that I was renting from Darlows...Notice confirmed? Had to repeatedly call and email to get confirmation of receipt.Check out process? Clueless.Exit inspection? Had to chase.Confirmation of outcome of the exit inspection? Had to chase.Since I left the property they have been handing out my personal details to new utility companies for the house that I left two months ago!On top of that, our account wasn't closed properly and I was getting sent rent arrear letters after check out!I called property management 10 times, left 4 messages and sent 5 emails. No one responds!

Emmelia · 29 April 2021

★★★★★ 5/5

Trustpilot

Thomas sullivan

Thomas Sullivan went really out of his way to make sure me and my son were in are lovley property sooner rather than later,,he his so calm and polite and really makes you feel your in safe hands,,,thank you again Thomas.kind regards francesca

Francesca · 13 September 2023

★★★★★ 5/5

Trustpilot

VIEWING WITH JESSICA JONES

On recently requesting a viewing of a property from the brynmawr branch upon arrival we were greeted by a lovely warm welcoming smile and a friendly young lady introducing herself as jessica which put us at ease immediately as viewings can be cold and clinical, we found jessica to be very honest and open in answering any questions put to her and very informative of the area, clearly proud of the area and passionate about her job, was a real pleasure, thankyou kindly jessica, highly recommend

Anonymous · 1 May 2024