Trusted Agent profile
★★★★★
1,720 reviews across 2 platforms
31 Carfax, Horsham, RH12 1EE, Horsham RH12 1EE
Connells's Horsham office at 31 Carfax is rated 2.1 out of 5 across 1,720 reviews on two platforms, including 91 Google reviews rated 4.5. The 1,629 Trustpilot count is for the whole business. Checked 9 October 2026.
Every review we hold for the Horsham office, from every platform, shown as written. First names only.
1/5
TrustpilotConnells is a terrible agency that you should not work with
Connells is a terrible agency that only cares about you until the contract is signed. After being exemplary tenants for over 2 years, we have received zero support or flexibility. Despite the standard practice in the UK, they refused any 'rolling contract' options, forcing us into rigid fixed terms.
5/5
GoogleI am very impressed with Connells. Throughout the process they have been accomodating, professional and helpful. I'd like to call out Yusof who even though new to the job was professional, pleasent and very helpful through our viewings. Thank you very much.
Thank you for taking the time to leave us this tremendous 5* review. Kind regards, Lucy, Customer Feedback and Support Team.
1/5
TrustpilotDysfunctional
Have been using this company for a fully managed service on our rental property. To provide a balanced review - here's the positives:They will invoice you for their costs on time. The in team branch do their best to help but are at the mercy of a dysfunctional corporate business model....now to the negatives:The remote "support centre" team are anything but supportive. There is a lack of accountability, communication and follow up. Simple tasks such as informing energy suppliers of tenancy changes take months to get resolved. Communication flows from the tenant to landlord are poor. Chasing outstanding issues such as overdue rent or maintenance tasks feels like a tick box exercise which results in further delay / lack of action. Good luck if you have a deposit dispute as they will give you zero support. Most frustrating of all is the fact that I have escalated these issues on multiple occasions to give the company a chance to resolve and yet I find myself in the same place.My simple advice is please do your research and consider very carefully before using this outfit for a tenancy service.
5/5
GoogleKate was absolutely amazing from the very start!!!! So friendly and pleasant and made the whole process effortless!! Thank you for all your help and the work you put in 😊 …
2/5
TrustpilotBad property management
I signed a change of management contract for a property already rented. Rent for the month had not been paid. Contract was signed around the 10th, and at the end of the month the arreas rent had not been pursued. I lost money on mortgage interest.
5/5
TrustpilotMortgage Advisor Thomas is Amazing at Connells Worcester
At Connells in Worcester branch they have an amazing mortgage advisor with lots of experience and can help you to work out what you need to do with the basics of reading payslips, knowing what your deposit will get you, and help you go through the mortgage process.
1/5
TrustpilotNeedlessly Aggressive & Disgusting Breach of Data Protection Regulations
Recently sold a home with Connells - Fairford Leys. We'd used Connells before and wanted a specific agent in their town centre branch who we knew personally and had used before, but after enquiring were diverted to a marginally closer branch. That seemed a bit 'nit-picky', but whatever. Fast forward almost a year and we finally made it to completion, after a very drawn out and stressful process with lots of hiccups. In the sales-driven world of estate agents, we sensed that the long saga of our move frustrated them, but we weren't going to settle for a house with subsidence! We were encouraged to use their "Connells Home Conveyancing" service, which we took them up on because it meant a small refund of some fees later on and our buyer was already using the local solicitor we'd wanted. Big mistake! We also utilised their mortgage broker, who was very accommodating and competent, but for some strange reason saw fit disclose our private information to members of the public!? The outcome of which was that my wife ended up having to employ a solicitor to fight off her employer, who had found out we were moving as a result of this data breach and was pressuring her to quit (which would have ironically put the mortgage application in jeopardy). We still haven't decided where we're going to take it after the other thing that recently happened with Connells.The reason choosing Connells Home Conveyancing was a big mistake was because at completion they did two things wrong: 1. They overpaid stamp duty on our purchase to the tune of £2500 & 2. They also made accounting errors on the completion statement that resulted in Connells Estate Agent not being paid their sale fee in full. The stamp duty was paid at the old rate rather than the newly-announced one. But whilst this announcement came early on completion day, we didn't complete until the end of the day and so were eligible. This was widely available information in the public domain and I tried to call and email Connells Home Conveyancing to ensure we paid the correct sum, but they couldn't be bothered to look at it. Instead, they left me to chase HMRC for a refund via post (yes, that's their process) which could take weeks! I went in to Connells Estate Agent on completion day and they, incorrectly, advised me that we weren't eligible too. But the worst of it was that, because of their accounting error, the estate agent didn't get paid their full fee at completion. This resulted in the branch manager giving us just 24hrs to pay the balance or face debt collection! How quickly the mask fell off once all that was left was to settle the bill. Through no fault of our own and due to the incompetence of Connells Group, we are now out of pocket over £3500, plus the cost of the solicitor. We also find it funny how when they want money they're owed (because their own people messed up) it's 24hrs or bailiffs, but we are also due a refund of the photography fee for using Connells Home Conveyancing, we have to write to head office then wait 28 days for them to make a simple bank transfer. Of course, we paid in order to avoid the hassle and are now left flabbergasted at the rudeness, incompetence, privacy breaches and threats from Connells. A totally unnecessary sequence of events and a completely over-the-top response, no doubt driven by some meaningless sales deadline. We wouldn't recommend Connells or their partner services to anyone after this and looking at the other reviews on here it seems we're not alone. Avoid!
5/5
TrustpilotSophie has been great
Sophie has been great! I have relocated for a new job and she helped me find the best place that ticked all of my boxes - making the relocation run smoothly! Prompt communication and very informative. I was accommodated for when needing a virtual viewing which was very helpful.
1/5
Trustpilot2 minutes ago
2 minutes agoNEWI have had an appalling experience with Connells as a buyer. I made an offer on a property in March which was accepted. I believe Jack lied to me throughout the entire process. I got my mortgage offer immediately as Jack insisted on having it place before proceeding. The offer expired end of August so I asked Connels (Jack) what would happen in the event of reaching this deadline. He told me that the seller would move in with her son and effectively break the chain. This simply wasn't true. As the deadline approached I requested thiat the vendor break the chain. The reposnse from them was that wasn't going to happen as her son lived with his wife and 3 kids. After trying to find out about the status of the sellers putchace, coincidentally 2 days later the seller pulled out because their sale fell through. This again is according to Jack and I simply don't believe it. I should speak with the vendor directly and see what the position is. Thanks Connels, your lying and pushyness for my mortgage deal is simply going to cost me £1000s I will never buy a property through you again. And maybe have the guts to give me the news yourself next time you coward
1/5
TrustpilotI would give them -5 if the option is there
I am writing this review to warn other landlords about the severe negligence, hidden fees, and lack of professionalism I experienced with Connells' full management service.
1/5
TrustpilotHighly highly don't recommend…
Highly highly don't recommend bridgfords mortgage advisor in burnley, an absolute disgrace, don't fall for the sweet words she use's, horrible person inside.
1/5
TrustpilotLong Contract
From the start my experience has been terrible with 32 weeks contract High Fee's do not enter or commit yourself into any long contract.you then have to lower the price they don't lower the fee.you are still left after this period with no sale.
5/5
GoogleJust bought a house with Connells, Josh was amazing, kept me updated every step of the way and chased everything for me, without him I'd still be waiting to move. Highly recommend
Thank you for taking the time to leave us this tremendous 5* review and recommendation. Kind regards, Lucy, Customer Relations
5/5
GoogleVery good service, I stepped into the office and right away they asked how can I help you. My contact person was Chloe Bolton, she was very kind and helpful. I was very lucky that the place I was looking for popped into their email box just when I entered the office. Email and phone contact was direct and all questions answered immediately. They were very thorough with credential checks etc but for good reasons ofcourse. Couldn't go more smooth than this!
Thank you for taking the time to leave us this tremendous 5* review. Kind regards, Lucy, Customer Relations
5/5
GoogleAnnette at Connells, Horsham was extremely helpful and her customer service was second to none. Her help and advice made everything run smoothly. We would have no hesitation in recommending Annette to future customers.
1/5
TrustpilotIm selling my property with them
Im selling my property with them, i would not recomend or ever use them again. 1 viewing no feed back, no communication and locked in for 6 months.
1/5
TrustpilotAppalling Service from Connells North Swindon
My Son has recently purchased a flat through Connells North Swindon Office. I have not had a worse experience with an estate agent. It started off on the wrong foot where they credit scored and approached my son about a mortgage without his permission. There were some delays and challenges and we got a fair amount of help whilst we were still targeting a pre Christmas exchange. As soon as that was missed we had no support - assume bonuses are paid on completionsI'm used to the estate agent being there through the process and helping to resolve any issues encountered. No such luck here - disappeared and wouldn't respond. I also emailed and left a message for the branch manager to call me - surprise, no one did.This was his first purchase so needed support through the process - appalling service - avoid using if you are expecting any help and support. They seem to be solely focused on targets and bonuses
1/5
TrustpilotUnprofessionalism towards tenants
Rented a property from Connells, at the end of term landlord tried to exploit and grab the deposit and Connells acted like they can’t take any responsibility. Connells were the ones rented the property and should’ve taken some responsibility.
5/5
TrustpilotExcellent Mortgage Advisory Service at Connells Cambourne
I recently worked with Andy, Connells Cambourne's mortgage advisor, and I'm thrilled with the service. From start to finish, Andy provided expert guidance, ensuring I found the perfect mortgage fit. His professionalism, clear communication, and commitment to customer satisfaction were outstanding. We finally purchased our first home. I highly recommend Andy for anyone in need of top-notch mortgage advice.
1/5
TrustpilotLandlord - full managed service - lettings
AVOID - I let my property with Connells for over five years while I was living abroad. I can honestly say that this has caused so much extra stress. Absolutely no point having a managed service. Everything was difficult, they can't organise anything - I mostly ended up being put in touch directly with the tenants to organise anything needed. They also try to con you out of money at every opportunity. Sabotaging efforts to use my own (trusted) contractor to force me to use their own at a much higher rate. They recommended someone who never provided a receipt, leaving me out of pocket. I would have changed but it was difficult to do from abroad. I can't believe they are still in business.
5/5
TrustpilotHad my survey today and honestly…
Had my survey today and honestly couldn’t have felt more at ease. Super kind and polite throughout, even complimented my home. Came prepared with ladders for the loft, wore shoe protectors, and even helped put the hatch back that I couldn’t.
1/5
TrustpilotSadly, zero stars are not possible.
We purchased our home June of this year and engaged Connells to complete the survey which would determine whether or not we would finalise the purchase. The survey comes back, and it’s clean! The property was considered in excellent shape, and windows and floors “in good working order with no repair necessary.” Upon moving in, we immediately discovered that the survey was not, in fact, clean. There were serious issues which require immediate replacement and / time or repair, all of which would have been easily spotted by a competent professional. The total bill will be approximately £15,000 to repair the damage. Would not have proceeded with the purchase had the survey accurately represented the property. You have been warned.
5/5
GoogleDo not have a bad thing to say about these guys. The one thing I would say and it is someone they bring in so not directly Connells, but there were a few bits left off the infantry and they didn't pick up that two windows weren't working but that as I said is someone separate. Other than that Jack and James were amazing. We are so happy with our new home and especially during these hard times, they kept us up to date and it's not easy for them. Everyone must be panicking and they are only human, but it all went so smoothly and would definately use this branch again if we decide to move in the future. Thank you to the team there. Stay Safe! :)
5/5
GoogleAbsolutely over the moon with the service received from James and the team at Connells. James (Branch Manager) level of knowledge and service when assisting with finding us a property was/is unrivalled and second to none and i thoroughly recommend using these guys when buying/selling your home. They did what they said they'd do and found us our dream family home by listening to us and our criteria and matched our specific needs to a product on the market that we're ecstatic and forever grateful with. Its safe to say that buying during the pandemic brought its own uncertainties and worries and our process was anything but smooth. However James and Jake showed a tremendous a amount of understanding, support, expertise with a high level of service and assisted with chasing solicitors on our behalf when it counted. Their knowledge of the industry both locally and generally is top class and I'd highly recommend using these guys if you're looking to buy or sell in the Horsham/south east area.PositiveResponsiveness, Quality, Professionalism, Value
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.
Connells's Horsham office has 1,720 reviews across two platforms: 91 on Google, 1,629 on Trustpilot (across the whole business). Reviews may appear on more than one platform. Checked 9 October 2026.
Connells Horsham is rated 2.1 out of 5 across all 1,720 reviews, and 4.5 out of 5 on Google from 91 reviews, checked 9 October 2026.
Connells Horsham, 31 Carfax, Horsham, RH12 1EE, Horsham RH12 1EE.
Ratings and review counts checked 9 October 2026. Is this your office? Claim your page.