Trusted Agent profile · Chester
★★★★★
595 reviews across 2 platforms
1, Hunters Walk, Canal Street, Chester, CH1 4EB
National Residential's office in Chester, at 1, is rated 4.5 out of 5 across 595 reviews on two platforms, including 264 Google reviews rated 4.5. It won Trusted Agent in The Trusted Agent 2026 awards.
The Trusted Agent 2026 results for National Residential, ranked against 18,569 UK estate agent offices. Each award is assessed separately from the review sites.
Every review we hold for the Chester office, from every platform, shown as written. First names only.
5/5
GoogleAs a housing landlord I wanted to start selling properties and a "modern auction" seemed to be the way to go. It was and the experience was easy and supported all the way. There was a successful sale and no problems at all with the service received.
Hi Richard, thank you for your kind review and I'm glad all went well. If we can help you in the future please get in touch. All the very best, David and the NatRes team
5/5
TrustpilotHousing landlord selling a HMO
As a housing landlord I wanted to start selling properties and a "modern auction" seemed to be the way to go. It was and the experience was easy and supported all the way. There was a successful sale and no problems at all with the service received.
Hi Richard, thanks for your kind review and for choosing ourselves to sell via modern auction. Please keep in touch if we can help you further selling any other properties. Thanks again, David and the NatRes team
5/5
GoogleMoving house is up there with one of life's most stressful experiences. I could not have done it without the help and support of Clair, she went above and beyond to make sure I was ok at all times. I built such a good relationship with Clair through the whole experience and I could not have done it without her help. Thank you so much for everything, you have been an absolute blessing!
5/5
TrustpilotMoving house is up there with one of…
Moving house is up there with one of life's most stressful experiences. I could not have done it without the help and support of Clair, she went above and beyond to make sure I was ok at all times. I built such a good relationship with Clair through the whole experience and I could not have done it without her help. Thank you so much for everything, you have been an absolute blessing
5/5
GoogleThank you to Rachel and Sophie for making the process of buying our first home straightforward and simple! We completed very quickly, and are very happy with our new home.
Hi Olivia, , thanks for your kind review and for choosing to purchase from ourselves through our modern auction and I wish you the best for the future. I have passed your regards on to Rachel and Sophie and the team. Thanks again, David (Director) and the Nat Res team
1/5
GoogleI filled out the form to ask for a free valuation to sell my home via this company. I then received an email asking what time they could call me, I told them I was not allowed incoming calls during my working hours as it would get me fired. They phoned me during my working hours and right in the middle of my explaining my dire situation the man who phoned me rudely hung up on me and failed to call back so he hung up deliberately which was very rude and to a stressed out person like me that added insult to injury. Not very nice and I am far from impressed, it is poor business practice and disrespectful.
5/5
GoogleWe were extremely happy with the whole process of selling our investment property using National Residential. Helping with tenants solicitors completing documents. The team were fantastic I truly felt that they cared and despite it not being a straight forward sale the level of support made a huge difference to managing my stress levels. Massive thanks to the whole team. In particular to Claire and Rachel who were always one step ahead. Making the difference from our dream to a reality. 100% recommend and will be using again.
4/5
TrustpilotFantastic service
Fantastic service, will definitely buy my next investment property from national residential, they were always available for anything I asked for. Thank you Mario noviello
Hi Mario, thanks for your kind review and for agreeing to purchase a tenanted property through ourselves. We wish you the best of luck with your investment. All the best, David and the NatRes team
1/5
TrustpilotLaw breaking immoral company
Law breaking immoral company. I was a tenant last year they pretended they wanted to sell to another landlord to gain access to the property.Then half way through they changed their message and instead started sending threatening letters from their solicitor trying to force me the tenant out.It is illegal for a third party to force a tenant out.Luckily we cut off all contact and in the end Tom the manager had to sell to another landlord to get his commission. What is funny is this company doesnt think anyone notices what they are up to. Not very bright thinkers in their staff, just morally bankrupt.
Dear reviewer, this is the second review you have posted anonymously about the same complaint. We replied to your previous review dated 10th January 202. Please call us and we will of course look into this, but please note that our company sells tenanted properties and sometimes tenants get to stay and other times we have to follow Section 21 and Section 8 processes as they have to leave. Thank you, David - Director
1/5
TrustpilotLaw breaking immoral company
Law breaking immoral company. I was a tenant last year they pretended they wanted to sell to another landlord to gain access to the property.Then half way through they changed their message and instead started sending threatening letters from their solicitor trying to force me the tenant out.It is illegal for a third party to force a tenant out.Luckily we cut off all contact and in the end Tom the manager had to sell to another landlord to get his commission. What is funny is this company doesnt think anyone notices what they are up to. Not very bright thinkers in their staff, just morally bankrupt.
Dear reviewer, this is the second review you have posted anonymously about the same complaint. We replied to your previous review dated 10th January 202. Please call us and we will of course look into this, but please note that our company sells tenanted properties and sometimes tenants get to stay and other times we have to follow Section 21 and Section 8 processes as they have to leave. Thank you, David - Director
4/5
TrustpilotWell respected establishment
The staff…. Absolutely! They make even a new landlord taking over a building seamless as it can possibly be for the current tenants.Reviewing the building thoroughly and making the building good. as it should have been for the tenant! Always, if they can’t speak when you call all of them contact at their very earliest convenience! Brilliant at keeping you up to date with what is occurring making it so much easier to not worry about your position in the building being re sold to someone else too being a current tenant. It’s such a delight to have a management company and a landlord who take pride in appearance, politeness and can still integrate personal communication skills too. They take on trustworthy landlords who are understanding and sociable who also act quickly upon any faults or concerns. I would recommend this company as a perfect establishment to either sell with, hold a rental tenancy with or seek letting management from. Repairs are taken seriously and dealt with quickly as is information they need they ask and give enough time for you to gather
Hi Gemma (tenant). Thanks for your kind review and we are glad we could help you. You were a great tenant and worked with us to find a win-win solution to help you and the other tenants transition to the new landlord and resolve a very difficult situation for the vendor who simply needed to sell and had challenges maintaining the property as you described. I hope all goes well. Many thanks, Rachel and David
1/5
TrustpilotCORRUPTED SCAMMERS
Very unprofessional from day 1.1. Win Auction with final bid price - they force you to offer higher amount or you lose (scam - Tom)2. Frequently call & contact you until pay them deposit of £2500 or 1% of property if higher than it (illegal lock - Tom)3. You will be forgotten for weeks if not months4. Rotten property that are unfit for mortgage (rejected for lending offers - Abbie)5. Countless accusation and misleading information by text, email for deposit loss (threats - Abbie, Tom, Rachel (manager))6. Irresponsible of their actions and very incompetent7. Full of lies and circle of corrupted people8. They recommend you people to cover their shady work9. Property has never been open for viewing10. Survey company couldn't evaluate the property due to their lack of coordination 11. Out of the blue, after 5 month of the buying process, they sent an email that says landlord has breached the contract.(Abbie)Very shocked for wasting our time and legal people around us. No compensation or alternative solution, they just avoided us after all what they did and refunded the deposit.Be careful and stay away before becoming their next victim.Avoid at all cost!
Hi Pina,We are sorry to hear of your experience, however would like to share with our customers the details as we worked extremely hard to do everything we could to assist you:1. You purchased a property from us through a Modern Auction and paid your £2500 deposit on 30/08/20222. Your terms are to complete in 56 days but unfortunately, you withdrew after valuation as there were some issues identified with the roof costing circa £5000. We successfully negotiated with the vendor to carry out these roof repairs with our trusted building contractor and saved the sale for you.3. Our terms state that if structural issues such as this roof issue are discovered on survey and importantly, that the vendor agrees to conduct these repairs, then purchasers are required to complete their purchase. It also states that if the vendor does not agree, the deposit will be refunded. In your case the vendor agreed to carry out the repairs and you agreed to this price reduction/repair on 23/09/20234. We were disappointed therefore to hear that, after many weeks passing, you did not agree to continue with your purchase, informing us that you needed to get an alternative mortgage and you and your mortgage broker insisted on the vendor carrying out the roof repairs without your first agreeing to continue with your purchase.5. You subsequently agreed to apply for a new mortgage and your broker notified us on 03/11/2022 that your new application was submitted. Whilst this was a 6-week delay, the vendor paid and instructed our contractor to carry out the repairs.6. During this intervening delay period, and each month since, mortgage interest rates were increasing rapidly, costing the vendor substantial increases in mortgage repayment costs and the vendor was losing faith that you would complete due to the delays. It was very unfortunate that on 16/01/2023 the vendor advised us that they had completed the roof repairs but had remortgaged their property to take out a fixed rate and therefore removed their property from the market.7. We ascertained the vendor had started the remortgage process back in November without advising us. 8. We informed the vendor that by not disclosing to us their decision to remortgage (after agreeing to carry out repairs and continue to complete their sale with you) and subsequently cancelling the sale, that this was a breach of our auction terms and that they owe us our fee as per our terms.9. This was an extremely frustrating situation for both of us. Our team did everything they could to get the roof issues resolved for you, and the sale completed.As this was an unavoidable situation, we refunded your deposit. We have also gone further and would like to refund any broker fee, valuation fee and search fees you have paid. We hope this helps, as we're extremely committed to a great customer experience even if sales don't work out. We've reached out, but do feel free to additionally contact us via any of the channels below:E: info@national-residential.co.uk or call us on T: 01244 341066.
1/5
TrustpilotRead the terms carefully
Very challenging from day 1.1. Win Auction with final bid price - they force you to offer higher amount or you lose2. Frequently call & contact you until pay them deposit of £2500 or 1% of property if higher than it3. You will be forgotten for weeks if not months4. Properties can be unfit for mortgage application5. Countless accusation and misleading information by text, email for deposit loss6. Irresponsible of their actions8. Sometimes they recommend you people to cover their shady workBe careful when dealing your case.
Hi Filippo, this is unfair and inaccurate. You have agreed to purchase a property at modern auction and usually properties are ‘sold as seen’ at auction. However, your survey identified issues with roof and the vendor agreed to do those repairs, and our terms are that if the vendor agrees to pay for those repairs, you will complete your purchase. The vendor is happy to complete these works, but it will cost them circa £5,000 and your part of the agreement is to complete your purchase at the agreed price once these works have been carried out. The vendor obviously wants reassurance from you that you will complete your purchase and if you provide that they will complete these works. . Please deal with Tom Bates our sales manager on this matter
5/5
GoogleMy experience purchasing a flat with National Residential Estate Agent was both professionally and smoothly handled. National Residential also recommended the solicitors I used (Holbrook & Co.) who were also very professional and efficient. Thank you all for a very smooth purchase.PositiveProfessionalism
Hi Deborah, thank you for your kind review and helping us complete quickly within just 51 days. We wish you all the very best for the future and a great New Year. Thanks again, David and the NatRes team
5/5
TrustpilotNational Residential-house purchase
We purchased a property via National Residential using modern method of auction and I am very pleased with the service. David explained all the purchase rules in a very clear way and was very helpful with helping me to understand the process. There was no issues with booking the viewing at the time which was convenient for me (which is usually a problem in other estate agencies).They recommended a very good solicitor (with a reasonable price) who was very responsive and turned around all process and documentation very quickly. I think that communication was superior. They always have a time to speak with me and answer all questions, when they were unavailable at the time of my call, someone else from the office was able to solve my problem/question or they rang me back as soon as they become available. The auction itself works weird. For me the winner should be someone who will offer the highest price before the end of the auction, whilst here people can still make offers 10-15 minutes after the completion of the auction, equally there could be no auction and be just based on the acceptance of the highest offer as traditional sale. But this is my personal opinion.
5/5
TrustpilotWe recently bought our house through…
We recently bought our house through National Residential, I can honestly say they were really efficient at getting back to my queries and were more than happy to help when we had any difficulties sorting things out. Thanks to David and team for all your help. Katie:)
Hi Katie. Thanks for your very kind review. We hope the house is everything you hoped for. Thanks also for all your help completing quickly and especially at the end working with us to complete as the seller was still removing all the 'tonnes of stuff'. Thanks again and all the best! National Residential
5/5
TrustpilotWhat an agency!
What an agency! It took away all the stress I was going through by delivering what they said they will do- selling my house in 6 weeks. By making a buyer to pay deposit, it gave me the peace of mind that the deal was going to go through. The agency's dedication to their work was amazing, coming to my house to collect documents and sending them to the solicitors etc. Very efficient in communicating throughout the whole process. They worked so hard to make sure the deal went through. There was no push to accept the offer for the price of the house. Even if you don't get to sell your property with them at the end you get to know the real value of your property as opposed to go through High street agencies that tend to put high prizes first then keep reducing them. The only nwgative thing is they did not make it clear to me that if the house sells less than their prize they will still take the money and the amount they will take. Other wise I will still recommendvthem to anyone selling a property.
5/5
TrustpilotMy experience purchasing a flat with…National Residential Estate Agent
My experience purchasing a flat with National Residential Estate Agent was both professionally and smoothly handled. National Residential also recommended the solicitors I used (Holbrook & Co.) who were also very professional and efficient. Thank you all for a very smooth purchase.
Hi Deborah, thank you for your kind review and helping us complete quickly within just 51 days. We wish you all the very best for the future and a great New Year. Thanks again, David and the NatRes team
5/5
GoogleHighly recommend Rachel! She works above on beyond her job! Wouldn’t have been able to do it without her. The hole process she has supported us! Would definitely go with National residential again!
Hi Leah, thanks for your kind review and I'm glad we could help you. I hope all is going well. Thanks again, Rachel and the NatRes team
1/5
TrustpilotVery poorly run business
Very poorly run business. From not returning calls, to just being rude for no good reason they really are everything you don’t want in an estate agent. Thinking it could not get much worse and still keen on the property I agreed on a purchase price pending a survey.I arranged for the survey to take place within a week of the offer, they gave the surveyor access to the property and within 48 hours I had the results and was happy to proceed… but wait for it the property was already sold at auction prior to the survey taking place they just failed to tell me or cancel the survey, actually they only told me when I asked where to pay the deposit to.Very unethical and all with the Directors knowledge.If you don’t have a choice but to deal with them speak to Tom as he is at least polite and diligent even if he is hung out to dry by the bosses.Ps it’s worth noting that they owned the property that they were selling and it wasn’t the seller pulling the strings but the Directors themselves
Hi David, unfortunately your review is incorrect and I would like to clarify the situation and offer you compensation as a gesture of goodwill.We listed a property for sale through our 'modern auction' and it did not achieve the vendors reserve price of £132K following the end of our auction 14th June. You were making offers below the reserve price that were being rejected by us and the vendor. You first offered £95K (around 1st July) , then £100K, then £110K and all were rejected. The vendor allowed us some time to negotiate with post-auction and try and sell but gave us an ultimatum to agree a sale as they had signed contracts to relist the property with Pugh Auctions to sell via the traditional auction route and the auction date with Pugh was set for 20th July. The vendor also reduced their reserve price from £132K to £120K with Pugh as they needed a guaranteed sale. The vendor advised us that any offer made by you, or any other purchaser needed to be agreed before that Pugh Auction date and must be accepted under auction conditions and contracts exchanged.You subsequently came back with an offer of £115K on 12th July and my sales manager Tom Bates brought this offer to my attention. Although less than the £120K reserve with Pugh Auctions I advised Tom that this would be acceptable to the vendor but only on provision contracts exchanged under auction conditions. I was then told by Tom that you needed to get a survey and searches before agreeing to this. I told Tom and Pugh Auctions that you could have access for survey, but I assumed that because there was no possibility of you getting searches back before the auction date of the 20th July you would not be ‘in the running’. I then went on holiday to Australia on the 14th July and did not return until 24th July and left the matter with yourself and my sales manager Tom to resolve between you. The date for the Pugh Auction was set for 20th July.The straightforward fact is that you needed to exchange contracts with a 10% deposit under Pugh Auction conditions before Weds 20th July (the Pugh Auction date). However, you only booked your survey for the 20th July and you subsequently called to confirm your offer of £115K on Sat 23rd July. Unfortunately, this was after the Pugh Auction and the property had been sold. This was a shame as your offer of £115K was higher than the property sold at auction for £108K but it was too late by then as contracts had been exchanged.I have reviewed all the notes on your file and the cause of this problem appears to be that you did not know the auction date with Pugh was set for 20th July and that you must exchange contracts before that date to remove the property from going to auction. How you did not know this date I have no idea as you were communicating with Tom regular and asking questions about removing from auction. You should have asked the question to my sales manager Tom as to what the date of the auction was, and Tom should also have advised you. This information slipped through the proverbial cracks.As a gesture of good will, I told Tom that as we appear to be part responsible (for not telling you the date) we will refund part of your survey fee. We will not refund it in full as you also need to take responsibility for enquiring about the date for the auction and you had many opportunities to exchange contracts before that date as your offer was accepted on the 12th July. Tom has already asked you to forward the invoice from your surveyor and offered to discuss compensation. We await the invoice from you.Many thanks, David (Director)p.s. and to clarify - by "Vendor" I am referring to the lender on this property who funded this purchase and was the decision maker as they wanted their funds returning.
5/5
GoogleFantastic service every step of the way through the whole process, you get a different member of staff who looks after you through each stage of the process, a really good idea, they looked after my tenant through the whole process and they sold the property to another landlord/investor. This took a lot of stress away from me knowing she was going to be looked after and wouldn’t loose her home of the last 13 years, also the property was over a 3 hour drive away from home so again this process made life a lot easier, well done the team at national residential 👍
Hi Paul, many thanks for your kind review and for choosing us to help with your sale. We all wish you the very best of luck for the future. Thanks again, David and the NatRes team
4/5
GoogleWe had to go to National Residential to optimise the sale of our property. It seems daunting initially as the paper works are online and not the traditional estate agent where you walk in. While completing the paper works , the dedicated officer was available to answer the numerous queries regarding the sale option that we chose . We also get regular updates regarding the advertisement and the interests generated from potential buyers . We got candid advise regards price . The sale completion was also less stressful.
Hi Bumni, thanks for your kind review and I'm glad we could help you sell quickly. I hope all is going well. Thanks again, Rachel
5/5
GoogleI saw a property online and whilst I was sceptical because I hadn’t heard of the company before and it was an auction property, I saw massive potential in the house so decided to just go with my gut. I have had a great experience from start to finish and cannot fault the process. I would especially like to mention Rachel in this review as I have never had a better customer experience than I did with her. She was extremely thorough and ensured I was always updating even when this involved calling me whilst on annual leave. Thankyou to everyone and national residential.
Hi Jessica, thanks for your kind review and for choosing to purchase a property though our online auction. In your case you wanted the property vacant, so we also had to financially assist finding the tenant a new home which Rachel was able to do and our company paid the costs form our fee. This extended the time taken to complete so thanks for your patience and support getting the sale over the line and we hope everything is going great with your new home. Thanks, again and we wish you well for the future. David, Rachel and the NatRes team
5/5
GoogleWe found all the staff we dealt with to be very friendly, helpful and informative. Everything was explained to us and our house sale went through very smoothly. We would have no hesitation in using them again. We highly recommend National Residential.
Hi Carol - so happy that we were able to complete on your sale while you were away on your extended holiday. thanks for being so efficient and choosing National Residential. Hope it all works out for you and Colin. Thanks again, the Nat Res team
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: National Residential, Chester won Trusted Agent.
