Trusted Agent profile · Cheltenham
Verified
★★★★★
258 reviews across 2 platforms
11 - 15 Prestbury Road, Cheltenham, GL52 2PN
Part of Northwood, see every office.
Northwood's office in Cheltenham, at 11 - 15 Prestbury Road, is rated 4.6 out of 5 across 258 reviews on two platforms, including 241 Google reviews rated 4.6.
Every review we hold for the Cheltenham office, from every platform, shown as written. First names only.
5/5
GoogleFantastic team!!! Nikki and the team are super helpful and genuinely nice, down to earth people to work with, I would recommend highly ⭐️⭐️⭐️⭐️⭐️
Thank you so much for your kind words! We're thrilled to hear that you had a fantastic experience with Nikki and the team at Northwood Cheltenham. Your recommendation means a lot to us, and we look forward to continuing to provide you with exceptional service! ⭐️
5/5
Googlemy experience with Northwood has been amazing. Kacey was so knowledgeable and helpful and I couldn’t have asked for anything better. Highly recommend
Thank you so much for your fantastic feedback, Liv! We're thrilled to hear that your experience with Northwood Cheltenham was amazing and that Kacey was able to assist you with her knowledge and helpfulness. Your recommendation means a lot to us, and we look forward to serving you again in the future!
5/5
GoogleHaving been a tenant of Northwood for several years, I have always found them helpful, prompt and easy to talk too. Being ND I can struggle with communication and forms and they have always tried to make things as easy as possible whilst remaining calm and professional. Julie has always been my go to contact, going above and beyond what is expected. Nothing is ever to much! Highly recommend 👌
Thank you so much for your kind words, Kaz! We're thrilled to hear that you've had a positive experience with Northwood Cheltenham over the years. It's wonderful to know that Julie and our team have been able to assist you effectively and make communication easier. Your recommendation means a lot to us, and we look forward to continuing to support you in the future!
5/5
GoogleShereen has been a great help and such a blessing to work with. It was such a pleasure from start to finish.
Thank you so much for your kind words, Reanne! We're thrilled to hear that Shereen was such a great help and that your experience was a pleasure from start to finish. Your feedback is greatly appreciated and motivates us to continue providing excellent service. We look forward to working with you again!
5/5
GoogleNorthwood was amazing throughout our letting process, Kacey was very helpful and professional on all of our viewings.
Thank you, Karen, for your fantastic review! We're thrilled to hear that you had an amazing letting experience with Northwood and that Kacey was able to assist you with professionalism during your viewings. Your feedback means a lot to us, and we look forward to helping you again in the future!
5/5
GoogleQuick response from Shereen and always available. Northwood Cheltenham staff are a blessing to work with.
Thank you so much for your wonderful feedback, Martie! We're thrilled to hear that Shereen and the Northwood Cheltenham team have been responsive and supportive. It's our goal to provide a seamless experience, and we're glad to know that our staff made a positive impact. We look forward to continuing to assist you!
5/5
GoogleNorthwood have been nothing but kind and helpful during what can be a stressful time - moving house! Lisa in particular has been lovely and nothing is too much trouble. From the moment we met her for the viewing of the property to collecting the keys, she has been with us every step of the way. After a bad experience in our previous property we were nervous about renting again but I can honestly say our experience this time has been faultless. Lisa is a lovely lady and an asset to Northwood. We are so glad we met her!
Hi Hannah, Such lovely comments , thank you . I will ensure Lisa has seen the comments. We wish you every happiness in your new home and look forward to growing the relationship Kind Regards Nikki
5/5
GoogleFantastic service - the staff are always helpful and friendly - thank you Selina!
Thank you so much for your kind words, Jack! We're thrilled to hear that you had a fantastic experience with our helpful and friendly staff at Northwood Cheltenham. Your appreciation for Selina will surely be passed on. We look forward to serving you again!
5/5
GoogleFantastic service from the Northwood team, they found me a great tenant for my rental property and have been managing the tenancy throughout. Northwood are on point with their communication. If you are a landlord that would like an agent to find you a good tenant and manage your property, Northwood should be the agent you use!
Thank you so much for your fantastic review! We're delighted to hear that you've had such a positive experience with our team. Finding great tenants and providing clear, proactive communication are things we pride ourselves on, so it's wonderful to know this has made a difference. Thank you for trusting Northwood to manage your property and for recommending us to other landlords. We really appreciate your support and look forward to continuing to work with you for many years to come. Kind regards, Nikki & the Northwood Cheltenham Team
1/5
GoogleUnfortunately, we had a terrible experience with Northwood. When we first rented our property, we informed Northwood of some loose carpeting on the staircase which had caused my partner to fall down the stairs. Rather than fixing the issue, Northwood told us to “reconsider if this is somewhere we wanted to live”. When we discovered a massive cluster of black mould behind our fitted wardrobes (which had seeped through and destroyed most of our hung clothes) Northwood initially claimed that this was through our ‘lifestyle’ without even seeing the property. When we finally persuaded them to call out an independent damp surveyor who confirmed that this was a structural issue and in no way our fault, they were not apologetic and took ages to reply. My partner and I were forced to sleep on the downstairs living room floor for weeks until they finally got someone round to fix the bedroom. When I asked about fixing the black mould in the bathroom, we were told that it was ‘easily wipeable’ despite it being down the back of the shower and ceiling. Despite the house being advertised as pet friendly and us moving in with a cat and being transparent it the letting agent about our intention to get another, we were served an eviction notice when we got another kitten. (When we were initially showed the property, we were told that the previous tenant had three cats). We feel that this was Northwood trying to shift us out for fighting with them about the mould. This eviction notice was swiftly retracted, as the property was advertised as cat friendly. When we moved out of the property, Northwood tried to take a large chunk of our deposit. They claimed the carpets were unclean despite us paying a professional carpet cleaner that they recommended. Once we showed receipts, they removed this from the bill. We ended up having to raise a case with the DPS to get our money back for other grievances (we won). The property managers that we delt with were condescending, rude, and unprofessional. No one should have to be told to “reconsider if this is a place to you want to live” when raising a genuine health and safely concern. No rent-paying adult should have to be forced to sleep on the living room floor for weeks because their bedroom is uninhabitable due to mould. No one should have to fight with the DPS to get their deposit back in a cost-of-living crisis. The only reason my partner and I are not raising this with the Housing Ombudsman is because the last year of renting with Northwood has been so horrible that we just want the whole ordeal to be over.
Dear Eva, Firstly please accept my sincere apologies for any difficulties you may have encountered during your tenancy. We appreciate your taking the time to provide us with a detailed overview of the issues you have faced, as your feedback is highly valued. It is unfortunate that the complaint was not raised with us at the time, as we would have eagerly arranged a meeting with you to address any concerns you may have had. We understand the importance of resolving any issues promptly and thoroughly. Regarding your query about rental properties being advertised as pet-friendly, I would like to clarify that Northwood does not specifically promote properties as pet-friendly. However, we always encourage tenants to request pet accommodations with the landlords. I am pleased to inform you that in your case, the landlords were agreeable to allowing a cat at the property, which is great news. However, it is disheartening to hear that there is no record of any conversations indicating that you were upfront about an additional cat. This lack of disclosure ultimately led to the landlords declining your request. It is crucial for us to maintain open communication and transparency with our tenants, as it helps to ensure a smooth tenancy experience. Please note that Northwood is not permitted to deduct any monies from your deposit without the explicit instruction of the landlords. Our role primarily revolves around acting as intermediaries between tenants and landlords, facilitating effective communication and resolving any issues that may arise. The deposit protection scheme, administered by the Dispute Service (DPS), serves as a valuable safeguard for both tenants and landlords. It provides an independent resolution mechanism for resolving disputes regarding the deposit, ensuring that both parties' interests are protected. Once again, we apologize for any inconvenience caused and appreciate your understanding in this matter. We value your feedback and remain committed to providing the best possible service to our tenants. Best regards Nikki
5/5
GoogleNikki and her team were super helpful and communicative, would highly recommend!
Thank you so much for your kind words, Adele! We're thrilled to hear that Nikki and the team were able to assist you effectively. Your recommendation means a lot to us at Northwood Cheltenham. If you ever need our services again, please don't hesitate to reach out!
5/5
GoogleExcellent service from Shereen and the team!!!! I can highly recommend them!
Thank you so much for your kind review. We are delighted to hear that you received excellent service from Shereen and the team. Your recommendation means a great deal to us, and we will be sure to pass your lovely comments on to everyone involved. Thank you for choosing Northwood Cheltenham, and we look forward to assisting you again in the future.
5/5
GoogleSince Nikki and the team took over managing my tenancy a number of problems with the property were addressed quite quickly (they hadn't been previously). They were always very professional, efficient and courteous. I would highly recommend them.
Thank you so much for your lovely review. We’re really pleased to hear that since taking over the management of your tenancy, we were able to resolve the issues quickly and make a positive difference to your experience. Your kind words about the team’s professionalism and efficiency mean a great deal to us. Thank you for recommending us, it’s truly appreciated. Wishing you all the very best, Nikki & the Team
5/5
GoogleI had the pleasure of renting a property through Northwood Cheltenham branch and having dealt with other local estate agents and more recently London agents - which are terrible - Lin and the team were amazing to deal with and nothing was ever an issue. All maintenance problems or changes in tenancy were handled in a prompt and professional way. Highly recommend. As a tenant it was refreshing dealing with agents who actually cared.
Thank you for the lovely review Konur . I will certainly make sure Lin receives your comments . Best of luck in your new home . Kind regards Nikki
5/5
Google😊 I would highly recommend Northwood in Cheltenham. Nikki and her team always go the extra mile in looking after their tenants and any queries are dealt with quickly and efficiently. Thank you for looking after us and our furry doggies 🐾🐶🥰 …
Thank you for the lovely comments we and we look forward to having you back as tenants in the future . Kindest regards Nikki
1/5
GoogleMy son had a recent viewing on a property. The agent who showed him around was very unhelpful. She knew nothing of the area nor the property. The current tenant was present and he was able to answer questions on utilities etc.
Thank you for taking the time to leave your feedback. We’re sorry to hear that your son felt the viewing was not as helpful as he had hoped. Our viewing staff are there to provide access to the property, explain the information we have available and answer questions wherever possible. However, they may not always have detailed knowledge of things such as individual utility costs or the current tenant’s personal experience of living at the property. Where we don’t know an answer during a viewing, we are always very happy to find out and come back to an applicant afterwards rather than provide inaccurate information. We’re pleased the current tenant was able to answer some of your son’s questions, but we’re disappointed that this resulted in a negative impression of our service and we will certainly take the feedback on board.
1/5
GoogleAvoid at all costs. We left our rental over 1 year ago and are still so angry with how we were treated. There’s lots of positive reviews for them, but in my opinion it’s not worth the risk. They are totally 100% landlord focused, and will do there utmost to swindle as much out of you as possible when your tenancy ends. They allowed us to live without a boiler for 7 weeks, we still had hot water, but via an immersion heater, which increased our bill by 100s of pounds. The landlady agreed to contribute towards it, as long as Northwood did. They refused, so she refused too. I find it incredible that they take such little responsibility. They claimed it was the landladies responsibility, but I refuse to believe the chased it up at all, as she’d had to pay for a couple of things not long before this happened. We feel they cut her some slack, as the landlords are their priority. They didn't fix a dripping shower for something similar, and our agent, Lisa, was condescending, 2 faced and a straight up terrible person to have to deal with. She always made us feel like she was on our side, but this was not the case. Not once. At the end of tenancy, they charged us £500 pounds for cleaning, despite us spending 3 full days cleaning the property (4 adults). Their standards are ludicrously high. They’ll prob respond below saying it was dirty, but it wasn’t that clean when we moved in. We went to dispute, but lost. In hindsight, this always felt inevitable, as they appeared so confident that this would happen. I expect they know exactly how to play the game. So landlords, perhaps they’ll be attractive for you, but renters - find elsewhere.
We’re sorry to hear that you feel disappointed about your experience more than a year after leaving the property. We always aim to provide a fair and professional service to both tenants and landlords, and it’s unfortunate that you feel this wasn’t the case. To clarify, the issue with the boiler you mentioned was dealt with directly by the landlord, as it was still under the manufacturer’s warranty. The delay you refer to was while the manufacturer arranged parts and attendance, unfortunately outside our control. The property did continue to have hot water during this period, and the issue occurred during the summer months, so there was no loss of heating. We appreciate your feedback and are sorry that your experience didn’t reflect the standard we strive for. We continually review our communication and maintenance procedures to ensure all parties are supported as best as possible.
5/5
GoogleI had an excellent experience with Lisa and her team at Northwood. From my first visit to the property, Lisa was warm and welcoming. She answered all my questions thoroughly and promptly, making the entire process smooth and stress-free. Thanks to their professionalism and efficiency, moving in was a breeze. I highly recommend Lisa and her team and will definitely use this company for future rentals!
Hi Poppy , Thank you so much for lovely comments . I hope you will be incredibly happy in your new home . Kind Regards Nikki
5/5
Google“We have been tenants with Northwoods for two years, and throughout our tenancy, we have consistently experienced the exceptional professionalism of Milly and Nicola. Their prompt and efficient approach ensured a seamless process, exceeding the standard we have encountered with other letting agents in Cheltenham. Their intimate knowledge of the properties facilitated a more personalized and informed interaction. Additionally, their contractors, a credit to them, are known for resolving problems and issues quickly. We highly recommend their services.”
Dear Mr Young , thank you so much for your review it is an absolute pleasure having you and your family as tenants. Kind Regards Nikki
5/5
allAgents"Excellent customer..."
I cannot recommend Northwood Cheltenham highly enough. From the outset, their professionalism was evident in every interaction. They were incredibly considerate of my needs and priorities throughout the entire process of finding me a suitable property What truly sets them apart is their exceptional responsiveness, particularly when it came to resolving any issues that arose. They addressed concerns promptly and efficiently, making the entire experience stressfree. If you're looking estate agents who are not only professional but also genuinely care about their clients , look no further than Northwood.
5/5
GoogleExcellent service from start to finish. As a landlord, I really appreciate their professionalism, clear communication, and proactive approach. They’ve made letting my property completely hassle-free and have always been quick to deal with any issues. I wouldn’t hesitate to recommend them to other landlords.
Thank you so much for your wonderful feedback, Rosemary! We're thrilled to hear that you appreciate our professionalism and proactive approach at Northwood Cheltenham. It's our goal to make letting your property as hassle-free as possible, and we're glad to know we've met your expectations. Your recommendation means a lot to us, and we look forward to continuing to support you with your property management needs!
5/5
GoogleI cannot thank Julie, Lin, Lisa and Nicola enough for their support and help over the past few days as we've been navigating the letting market with our somewhat unusual circumstances. The process can be dauting and dehumanising but Julie, in particular, has treated us with utmost respect and patience. It has been a horribly stressful period, but Julie has made it less so and gone above and beyond to help us through the unforeseen, and unexpected events with professionalism, compassion, creativity, and empathy. Thank you, Julie for seeing us as individuals, and making us feel valued.
5/5
GoogleAs a tenant, I have had a great experience renting through Northwood! The process was done smoothly and quickly by Selena Sissons, she was also friendly and helpful. I would highly recommend them to anybody looking to rent.
Thank you so much for your wonderful feedback, Emma! We're thrilled to hear that your renting experience with Northwood Cheltenham was smooth and efficient. Selena will be delighted to know her friendly and helpful service made a positive impact. We truly appreciate your recommendation and look forward to assisting more tenants like you in the future!
5/5
GoogleMy wife & I have been with other letting companies before, none of which have provided anyway near the level of service that the ladies at Northwood in Cheltenham have provided. They have all been very helpful & professional all the way through from day one. Nothing has been too much trouble & both Lisa & Millie have been amazing. Thank you very much ladies. Paul & Margaret
Hi Paul, Thank you kindly for your comments and I am delighted you have been happy with the service received by the team . Kind Regards Nikki
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