Trusted Agent profile · Cardiff
★★★★★
936 reviews across 4 platforms
782/784 Newport Road, Rumney, Cardiff, CF3 4FG
Part of Darlows, see every office.
Darlows's office in Cardiff, at 782/784 Newport Road, is rated 4.6 out of 5 across 936 reviews on four platforms, including 583 Google reviews rated 4.9. It won Platinum in The Trusted Agent 2026 awards.
583
Reviews on Google
This office
9
Reviews on Facebook
This office
1
Reviews on Yell
This office
343
Reviews on Trustpilot
Business-wide
Tell us what you need and we'll put you in touch. Darlows hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near Cardiff.
The Trusted Agent 2026 results for Darlows, ranked against 18,569 UK estate agent offices. Each award is assessed separately from the review sites.
Every review we hold for the Cardiff office, from every platform, shown as written. First names only.
5/5
GoogleA huge thank you to Rachel for guiding us through the home buying process we were kept fully up to date and love our new home highly recommend others to use darlows and Rachel provides a first class service .
Dear Derek Ezem, Thank you for leaving such great and detailed feedback about your experience with Darlows Rumney estate agents.
1/5
TrustpilotIf 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.
Hi DH, we're sorry to hear about your situation while searching for a home. I understand the team have been inundated with enquiries at the moment but what you have experienced is certainly not the level of service we strive for. If you'd like to discuss this further, please email cardiff.lettings@darlows.co.uk with details and we can investigate further. Thank you.
5/5
GoogleAdam has been really helpful with my search and always kept in touch! Asset to your team!
Hi Rumman, Thank you for your kind feedback!
5/5
GoogleHighly recommend Emma Jones at Darlows. She has been very helpful in trying to find us our first home. She provides a professional, friendly and informative service.
Thanks for your feedback
5/5
GoogleGreat service so far. Emma Jones is dealing with our case and has been brilliant. Always calm, collected and ready to help solve any problems.PositiveResponsiveness, Quality, Professionalism
Thanks for your feedback
1/5
TrustpilotNEVER 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.
Hi,We're sorry to hear about your situation. This isn't the five star level of service we strive for. If you'd like to discuss this further, please email help@darlows.co.uk with details and we will pass to the relevant team to investigate for you.Edit: We are unable to locate a complaint made by you as your username doesn't give any indication of identity. Are you able to resend it referencing your complaint here on trustpilot, or alternitavely email help@darlows.co.uk so we can assist you further.Thank you
5/5
GoogleWould like to say a huge thank you to Rachel Addis for her professional & friendly attitude & assistance in trying to find me a suitable property to purchase. Highly recommended and many thanks to you Rachel!
Dear Wendy James, Thank you for taking the time to leave us feedback. We are very pleased to hear about your experience with us whilst purchasing your new property. We always love to hear from our customers, especially with such great feedback. We wish you all the best and hope to speak to you again in the future. Darlows Rumney
5/5
GoogleViewed a property Saturday morning with Darlows rumney Shauna showed me around,very polite girl who knew the area very well as this purchase was for rental,by Monday it was sold and she guided me all the way. Thanks Shauna.
Hi Paul Seymour, we are very happy to have provided you with such a positive experience! We always love to hear from our customers, especially with such great feedback. We wish you all the best and hope to speak to you again in the future. Darlows Rumney estate agents
5/5
GoogleShauna has been helping us try and find a house. She's the most helpful person I've spoken to and always willing to help. Polite, prompt and friendly, full of information on the houses we viewed. Thank you so much!
Dear Danielle Thomas, Thank you for taking the time to leave us feedback. We are very pleased to hear about your experience with us whilst purchasing your new property. We always love to hear from our customers, especially with such great feedback. We wish you all the best and hope to speak to you again in the future. Darlows Rumney estate agents
5/5
GoogleEmma recently showed me around a few properties, I was very impressed of how professional she was. Emma was very friendly and polite, she is a credit to your company. I would definitely recommend her to family and friends.
Dear Leanne Bartley, Thank you for leaving such great and detailed feedback about your experience with Darlows Rumney estate agents.
5/5
GoogleAdam Robjohn has been great to deal with. He is very professional and his communicationis great. Thank you for being a 5 star agent. 🌟PositiveResponsiveness, Professionalism
Thank you for your kind words and feedback. Enjoy your day!
5/5
GoogleEmma Jones is amazing . She is very professional and very nice at the same time. We can always count on her help. Thank You Emma
Thanks for your feedback Dominika
5/5
GoogleMany thanks for the customer service received whilst looking for my property. Emma jones has stood out for myself over the competitors, thanks Emma I will be recommending yourself and darlowsPositiveResponsiveness, Professionalism
Dear Jayne, Thank you for taking the time to leave us feedback. We are delighted you are pleased with the service you received whilst buying your property.
5/5
GoogleEmma at Darlows has to be the best ever estate agent, i have ever delt with She gives you 100% and goes above and beyond for you. And stays in touch all the time.. im truly greatfull to Emma as she knew what i wanted to buy. I had the call, u need to to come see this house before it goes on the markert. It turned out it was the house that was perfect for me. Im now 1 week in the property without emmas help and understanding then i may have not seen this house.. im so so greatfull to Emma and Darlows rumney cardiff your truly amazing...
Dear Westley, Thank you for taking the time to leave us feedback. We are delighted you are pleased with the service you received whilst buying your property.
5/5
GoogleI have used Darlows to sell my property and have been really pleased with the whole process, especially as they the sale happened during covid restrictions. Everything from the house valuation through to the sales strategy and then viewings & sales negotiation has been communicated well in a way that is friendly and professional. I have been able to reach Rhys, Emma and Adam really easily throughout and would be confident to use them again. Special appreciation for Rhys with the valuation and making the process enjoyable. Then to Emma Jones for all the strategy and knowing precisely how to form a connection with me. Finally to Adam Robjohn who always turned up on time for all the viewings, kept me informed and who nailed the sales negotiation in about 5 mins to get me what I wanted for the property. Thanks all.PositiveResponsiveness, Quality, Professionalism
Dear Rachel, Thank you for taking the time to leave us a review. We are very glad that you have had such a good experience with our team. We wish you the best of luck with your sale!
5/5
GoogleI used Darlows many years ago when purchasing a property in Heritage Park. When I decided to sell the property I decided to use Darlows again and tbh they've been great. Emma dealt with the sale from day one. Not only is she very professional but also down to earth and immediately put you at ease regarding the sale. I have no issues with Emma or Darlows and in fact am now using them to sell a second property. Jeff a satisfied customer..😊PositiveResponsiveness, Quality, Professionalism, Value
Dear Jeff, Thank you for taking the time to leave us feedback. We are delighted you are pleased with the service you received whilst selling your property. We wish you all the best with your sale.
5/5
GoogleMyself and my girlfriend have been looking for our first house and came across Emma from Darlows. Emma has felt directly with us now from the moment we showed interest until us being accepted, and I can say she was gone above and beyond for us, being very responsive and professional at all time, helpful as it’s our first time and in general the best person we could have hoped to have when searching for our first house. We are very grateful we came across Emma and we highly recommend :-) Katie and ElisPositiveResponsiveness, Quality, Professionalism, Value
Dear Elis, Thank you for taking the time to leave us feedback. We are delighted you are pleased with the service you received whilst buying your property. We wish you all the best with your purchase.
1/5
TrustpilotDONT 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.
Hi,Apologies for the delay in responding to your comments.We're sorry to hear about your situation. This isn't the five star level of service we strive for. If you'd like to discuss this further, please email help@darlows.co.uk with details and we will pass to the relevant team to investigate for you.Thank you
4/5
GoogleVery helpful and friendly staff . Tom was very informative and happy to help .
Hi Diana, Thank you very much for your kind words!
1/5
TrustpilotDo 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!
Hi,We're sorry to hear about your situation. This isn't the five star level of service we strive for. If you'd like to discuss this further, please email help@darlows.co.uk with details and we will pass to the relevant team to investigate for you.Thank you
5/5
GoogleGreat service from the branch especially Adam Robjohn with the process of selling my house. Emma was also very helpful. Very professional and friendly staff.PositiveProfessionalism
Thanks for your feedback
5/5
GoogleEmma Jones has been fantastic at negotiating the sale of our property. Goes above and beyond. Has taken my calls when not working.PositiveQuality, Professionalism, Value
Thanks for your feedback Emma
5/5
GoogleI had excellent service from Emma Jones who has shown the utmost professionalism in my dealings in the purchase of my new property. I would highly recommend Emma to anyone looking to but a property.
Hi Roy Tapper, We're pleased to see the 5-star rating you left for us. Would you mind elaborating a little more on why you gave us this rating? We would love to know!
5/5
TrustpilotThomas 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
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.
Yes. In The Trusted Agent 2026 awards: Darlows, Cardiff won Platinum.
Tell us what you need and we'll put you in touch. Darlows hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near Cardiff.
