Horizon Properties reviews

★★★★★ 1/5

Google

EDIT: hello, thanks for responding. Unfortunately your reply contains some inaccuracies that I wish to clear up - at no point did we request to renew the tenancy, and we are now renting with another provider in Cardiff. The attached email screenshots show our frustrations with the maintenance department, who stalled and denied responsibility leaving us feeling helpless. Lastly, I appreciate that this is anecdotal but we have not experienced quarterly rent payments from any other providers in the city. Kind regards., , , DO NOT RENT WITH HORIZON UNDER ANY CIRCUMSTANCES. As Cardiff University students, we rented a property in Cathays during the 24/25 academic year. We felt rushed to sign a contract for a property in October 2023, and we feel that Horizon did not give us sufficient time to read through the documents. Horizon also rushed us into registering with UniHomes for our bills, which ended up being significantly more expensive than arranging bills privately. We believe that Horizon leveraged the student property rush that occurs every autumn in Cardiff, pressuring us to sign for a property based on the premise that there would have been none available if we’d chosen to wait. As naive freshers, we didn’t know any better but to accept this as fact; we now recognise that Horizon were simply manipulating us for their benefit. The property was very unclean when we moved in, and the front garden (shared with other tenants from different properties) was unkempt. There was a significant rat problem stemming from the overgrown front garden, and also from the inaccessible basement in our own property. Horizon correctly told us that pest control is the tenants’ responsibility, but failed to provide a solution for how we were meant to deal with rodents living behind a locked cellar door. For the first three months of our tenancy, a street-facing patio door wouldn’t open - as one of the main fire exit routes, this could’ve been extremely dangerous in the event of an emergency. Maintenance eventually sorted this in October 2024, but then left us with a street-facing patio door that wouldn’t shut or lock. Embarrassingly, we had to get our families involved - only then did Horizon decide that the issue was worth fixing. The electrics in our property were extremely dodgy, and maintenance frequently made excuses or delayed fixing the issues. The boiler was temperamental and couldn’t seem to cope with our relatively small property - again, maintenance made excuses for our lack of hot water and heating. The front bedroom had large bay windows but no double glazing, making it extremely cold during the winter months. There was also a small hole in the rotting wooden windowsill, where rats would climb in and out. We also found the quarterly (instead of monthly) rent payments to be inconvenient. We found it harder to budget around quarterly rent payments, with large chunks of money coming out of our accounts at random intervals throughout the academic year. Lastly, emails that were sent to us from Horizon were almost always littered with grammatical errors and inconsistencies. Surely a letting agency should be able to write professionally when interacting with their tenants? Horizon were also inconsistent with replying to emails - we frequently found ourselves going to the office to speak to someone, otherwise no-one would get back to us over email. As I stated at the beginning of the review, DO NOT RENT WITH HORIZON UNDER ANY CIRCUMSTANCES.

Daniel · 16 March 2026

★★★★★ 1/5

Google

I recently signed a contract for a second year uni room in Cardiff. They were very quick to take my money and the process to sign into the deal was done fantastically quickly. But this is where the pros of Horizon quickly deteriorate. Due to unforeseen family circumstances, and an operation I had to my knee, I decided to withdraw from my studies. I managed to find an individual to take my place, and contacted Horizon to initiate the process. The time taken to send and for me to sign all of the documents took a matter of days. The process to replace me however took 3 months minimum, I have actually forgotten the exact date since it took so long. I had very limited communication from them and when I did chase them for updates, the updates I received were vague and felt as though the communication between colleagues in this establishment was sub par at best. As well as this, I would receive updates from Horizon that were either outdated or inaccurate, confirmed by the tenant signing the forms. I then phoned up to chase up and get an up to date assessment on the situation, and I was greeted with an attitude that I would not expect from a professional workplace. I presented my problems and frustrations in a clear and calm mannered way, and was met with a poor response and was told that the company was 'doing me a favour' and some 'understanding would be greatly appreciated'. Despite this I apologised if any offence was caused. Then finally I received word that the final contract was signed and this was confirmed to me. Despite this, I then received word shortly after that there was another document that needed signing and I needed to contact the tenant to ensure this was signed. This got done luckily with zero problems (The first time it seems this whole ordeal). After this I was told that refunds get processed at the end of the week and I would receive the money the following week. A week went by with no updates and no money. I emailed twice, no reply. No money. It got to a point where my own mother had to phone up and ask for a reason for this, which is something as a 19 year old I thought I wouldn't have to do again. They then held the phone for no longer than 6 seconds, and told me that the money would be processed that evening for me. I was over the moon that the money would finally get back to me, but I think this highlights the very issues I hope I have been able to stress in this review. There is no way that the young lady could have possibly contacted and explained the situation to the accounts department, so again this was a bold faced lie to our faces about communication. I'm sorry if I have rambled, or ranted but I had to stress what an unprofessional and pain-staking process this was. I would not recommend Horizon properties to anyone looking for a property at all. It seemed as though they were more than happy to take my money, but took no consideration or 'understanding' which they take so seriously as stressed by the lady on the phone at all. They had money coming in for the property whether that was me or the new tenant, and the attitude I got was that they wouldn't lift a finger more than they had to during this entire months long process just to change over a simple contract that would take someone 30 seconds to fill out. Thank you for your time whoever has read this, and I wish everyone a great day.

Seems12345 · 18 June 2025

★★★★★ 1/5

Google

To put things bluntly; to those looking for student accomodation, please try to find a better alternative. Our stay with Horizon was plagued with numerious issues ranging from a faulty boiler, potential health hazards and a flatmate being locked in their bedroom for a couple hours and us resorting to calling the Fire Brigade to break their door open. We tried the best we could to make these issues be known, and made every effort to communicate with their support team, but were constantly hit with emails that amounted to nothing. No humanity or sympathy were spared for us, only reminders about the contract we had signed and what we're liable for; despite their definition(s) being flimsy at best and would hold no legal weight in court. Our final year of University was ruined and our grades suffered by the neglect of the management. Times when we visited the office in person, any attempt to bring up the issues we were facing was only returned in beration. Again, from our experience, this company is not professional, but a lack of empathy masked as so. They will treat you like a student until treating you like an adult benefits them. I have much more to say, but there's many more reviews that cover similar issues. Horizon, I know you check these reviews and even like to respond to them. That doesn't fix the core issues, I know what I went through, and any rebuttal will not change that fact. Improve your service for future tenants, don't go chasing ones from the past.

SirRascal · 16 March 2026

★★★★★ 5/5

Google

Aron was great, very down to earth and very transparent when we were viewing the property. Every estate agent should aspire to be like him. Everyone at the office was very friendly and welcoming as well.

Archie · 16 March 2026

★★★★★ 1/5

Google

Really poor experience for students. Horizon showed us around some very sup-bar properties and pressured us into believing these types of properties were the only ones available in Cardiff which was simply untrue. After we signed the reservation form and were immediately made to pay £100 for this reservation, as they do not believe in 'deposits', they only then provided a contract for out perspective tenancy. There were several discrepancies in the contract compared to what they had previously disclosed to us at the viewing as well as new information provided that we were unaware of. Firstly, the rent payments we were told at the office and viewing did not match that of the contract. Furthermore whilst they informed us of quarterly payments, they did not give information about when this was expected to be paid and we later discovered a over £1,500 was to be paid in June, months before moving in or before receiving student finance which made it simply unworkable. If this was made apparent, I would not have paid the reservation fee. They also failed to mention that without a home owner guarantor they expect you to pay 2 months rent in advance, again only disclosed after the reservation payment, and only gave 2 business days to make the payment (as this was disclosed on Friday evening). After we made Horizon aware of these complaints, turned down the contract, and reasonably requested a refund on the £100 reservation fee, again 'not a deposit', they avoided answering any of our questions and stated it was non-refundable. Given the above, horizon clearly severely misled young students and thankfully I have avoided a tenancy with them, at the expense of £100, but this is a preferable position than having to deal with them for a whole year. Students avoid.

Matthew · 12 April 2024

★★★★★ 5/5

Google

Honestly, the easiest house signing experience I’ve had. Straightforward and an overall friendly experience. If your a student in Cardiff and don’t want all the faff, come here!! Aaron was so sweet :)

Sara · 28 November 2025

★★★★★ 1/5

Google

We did a flat viewing. All went well, came back to sign the contract next day and to go hand a deposit. But they claimed in the office that it wasn’t available anymore. A week later, my friend inquired about the same flat because they haven’t taken it off of unihomes but yet they’re able to go visit and possibly deposit it? I can understand if it was reserved and off the market. But for my mates to literally be able to book the place after we were refused is just dodgy. Was it because we mentioned the bills to be included and that you would lose out on money? Maybe. Seems like it’s a common problem with this agency.

Jessica · 12 February 2024

★★★★★ 5/5

Google

Horizon was very helpful in finding me a property to rent for the next academic year, after months of looking with other agents. They took their time and considered my thoughts to find something suited to me. Special thanks to James.

SN · 15 April 2026

★★★★★ 1/5

Google

Just learnt that the new tenants in our old flat have had to deal with rats in their property. Horizons solution is to put down rat poison instead properly rodent proof the property. There was also mould and mildew all over the walls (I have photos to prove this) in the winter and their solution to that was to paint over it. The problem occured again when paint started flaking off the walls. Myself and my partner both ended up with awful coughs and she had surgery within this time and had to live with her parents because of the state of the flat. Horizon properties are there to bleed as much money from tenants as possible with no care towards customers. We are much happier in our new flat and receive prompt support with maintenance and better communication from the lettings agency. We wish we did our research on horizon properties beforehand.

George · 15 September 2023

★★★★★ 1/5

Google

Honestly the worst estate agents going! They were never polite about things, lied and said they contacted us when they never did. The women that works in the office was always reduce to my partner’s parents on the phone. Basically gave us two months to find somewhere new to live and still demand everything done by there time. Asked for extension on rent payments when given enough notice about it but decline and didn’t want to listen. There was so much wrong in the flat even though it was newly built, the door was difficult to lock, back door you could easily push out.

Jordan · 12 June 2023

★★★★★ 5/5

Google

The service provided by Callum was outstanding. I'm not sure yet whether me and my partner will choose the property they offered, but I must say the service they provided for us, so far, have been remarkable. Callum was very kin to provide all the information needed in a very gentle way. It may seems that it is their job, but in reality, you can find every kind of rude sales people in those agencies. So you learn to appreciate more when you find some calid help.

Allan · 12 June 2023

★★★★★ 5/5

Google

I (due to how nice my apartment I booked with horizon was this year) completely forgot to book accommodation for my third year until very late… I head to the horizon building a bit after 3 PM, very friendly and accommodating staff I managed to sign the main forms for reserving a room and leave for the day by 4:15. Lovely place, great location for university students (less so if studying medicine) and very easy and efficient to book a room.

Peter · 23 May 2025

★★★★★ 5/5

Google

Our estate agent was super helpful and very informative about the properties we were shown. The properties offered are in great condition and well-maintained. We knew straight away that we'd be making choosing a place with this estate agent based on the service and quality properties.

Kai · 28 November 2025

★★★★★ 1/5

Google

Horizon is one of, if not the worst letting agencies to be had. These lot are full time scammers, and are targeting students. I spent a year there and knew in the first few months that I would not ever rent from them again. When moving out they told us that they expected us to pay for professional cleaning and would have to provide receipt, because they had, allegedly, gotten our place professionally cleaned. However, when we moved in it was dirty. They told us if we did not comply and pay for professional cleaning they would fine us £75 each. (pretty sure this is illegal) After me personally deep cleaning the flat, and having it professionally cleaned they still charged us an extra £30. This can only be described as Greed or Gluttony. House viewing were constant over February and March, which is funny considering how hard it was to get ahold of them for maintenance issues when we moved in. The flat also flooded on the first day my flatmate moved in. We were told the lift would be working by the time it moved in. It was not, in fact they only installed lift doors after Christmas and it was unusable for the remainder of our tenancy. The place was basically a construction site while lived there. the only good things were the location and the doorbell (which also stopped working at some point) Edit - You charged us for the mattress and I wasn't complaining abt that because that was completely reasonable and the flatmate responsible paid. I think it's funny you're saying it was left in an unpleasant condition when we complied by all your conditions and you charged us for extra cleaning?? for what? dust? This review was left to make other students aware of how you operate your business and deal with your tenants (based on my own experiences). Goodbye.

Mal · 15 October 2024

★★★★★ 5/5

Google

I’ve been with horizon properties for a number of years now and haven’t had any issues. They were accommodating to my needs due to my disabilities. Very professional and would recommend to friends and family

Matt · 16 February 2026

★★★★★ 5/5

Google

We’ve just signed for a property with Horizon and throughout the process they have been very helpful with good communication to make it a smooth process!

Tia · 9 April 2026

★★★★★ 5/5

Google

Amazing! Such a great team, super polite. Great experiences. Properties are also super nice and affordable. Thank you to the entire team :) will definitely be back with this letting agency again next year. Thank you.

Joe · 28 November 2025

★★★★★ 1/5

Google

Quite possibly the WORST people and company to exist, the attitude from staff is appalling and childish there is no professionalism. They are quick on the defensive if anything goes wrong with houses it is always your fault not theirs. …

Mandy · 16 September 2025

★★★★★ 5/5

Google

Horizon has always been supportive during my tenancy, would recommend Richmond Village to all others and my friends! Rooms are spacious compared to other student accommodations, definitely worth the price!

Bruce · 25 July 2025

★★★★★ 5/5

Google

What a great group of agents, they are all clearly very well trained and have been nothing but supportive throughout the entire property process. Thank you all!

Jamie · 16 January 2026

★★★★★ 5/5

Google

I am in Richmond Village. The quality of the accommodation is very good and Callum has been very helpful.

Gabriel · 15 October 2024

★★★★★ 5/5

Google

5 star class service. Great team who knew exactly what I was looking for! They very clearly know their stuff. Maintenance are also great and respond quickly. Thank you Horizon!

M · 14 December 2025

★★★★★ 5/5

Google

Really good Experience with Horizon! The agents were very helpful and supportive. Aaron helped us sign for our house and it was a very quick and easy process, really recommend :)

Angelina · 28 November 2025

★★★★★ 4/5

Google

This has been such an easy process, and the team communicated with me really well with me.

Mia · 26 March 2026