Every review we hold for the Pontcanna office, from every platform, shown as written. First names only.
★★★★★ 5/5
GoogleAbsolutely Fantastic.
Firstly they have staff in the office that returns your calls, emails and have "First Class" customer service.
They are not like "other" Estate Agents, they has a team of sales staff and a switched on behind the scenes team.
Jan Street is a lady that gets the job done, she goes above and beyond, making things happen, we would have been lost without her.
The office team are excellent, friendly and supportive.
A very big thank you to the Pontcanna Team for all your support and assistance over the past few months.
Regards Steve & Claire Owen
Stephen · 26 February 2026
Agent replied · 26 March 2026
Thank you so much, Steve and Claire, for taking the time to leave such a wonderful review. It really does mean a great deal to the whole team.
We’re delighted to hear that you felt supported throughout and that the communication and service stood out to you, that’s exactly what we strive for. Jan will be especially pleased to read your kind words; she is incredibly dedicated to making sure everything runs as smoothly as possible for our clients.
On behalf of everyone at the Pontcanna office, thank you again for trusting us over the past few months. We wish you all the very best for the future and hope you’re settling in happily.
Warm regards,
The Pontcanna Team
★★★★★ 5/5
GoogleHerb and Crabtree sold our property in Pontcanna and I cannot recommend them highly enough. They have been kind, professional and helpful throughout the process - supporting not just with the sale but helping us to understand next steps and liaising with all parties involved to ensure everyone was kept in the loop and removing the stress of a house sale. Specific thanks to Jasmine, Anna and Mitchell who we dealt with the most but everyone was fantastic. We would recommend them to anyone looking to buy/sell/rent in the area.
Jess · 21 March 2026
★★★★★ 5/5
GoogleThe team at Hern & Crabtree in Pontcanna have been excellent! We just sold our flat with them and they have been a pleasure to deal with throughout the process, their approach has been proactive and positive and we haven't had to worry about chasing them to get things done, they had things taken care of from start to finish. Everyone in the office is friendly and a special shout out to Daisy who took care of our sale progress through to completion - she was excellent. Highly recommend Hern and Crabtree if you're looking for an estate agent in Pontcanna.
Philip · 20 March 2026
★★★★★ 5/5
GoogleBuying a leasehold flat in Cardiff City centre through Hern & Crabtree Pontcanna office was an excellent experience.
Right from booking the first viewing. Jasmine showed us 3 apartments in the same development (one new to market). She was friendly, knowledgable and professional. It was great to see her again when we went back to measure up.
Natalya dealt with putting our offer to the seller and getting the memorandum of sale to us. Quick and smooth, friendly and professional. Daisy was our sales progression specialist. The communication was top quality. Did everything to keep us all on track and made sure the sale went through smoothly. Handled all the communication between us and the seller quickly and professionally.
We felt the whole team worked really well together on all their specialist parts of the transaction, and that they cared about us as people involved in the process.
We would absolutely use Hern & Crabtree again, if we come to sell (or even let) the property in future.
No hesitations in recommending them to others (sellers or buyers).
Madi · 5 March 2026
★★★★★ 5/5
GoogleRhodri came over to view the house and give us a quote. Of all the agents that came over from the 6 agents he was the most personable and the most sensible in what he had to say. He also really listened to me. We had 8 viewings the week Hern and Crabtree marketed the house and a sale was agreed on the weekend after marketing. Our sale was then passed to the sales progression team.
From here we dealt with Anna O'Mahoney and Gina Clements. Well, what do I even say? They have been absolutely fantastic from the first moment I spoke with them. They've been our calm in the storm of hold ups with solicitors and just the general stress of moving home. Everytime we have called, they tell us to leave it with them and things get moving again. We've never felt like a burden or that anything is too much trouble when we've rang. I really would like them to be recognised for their meticulous and hard work but also their patience, kindness and genuine care of their clients. We would not have got through the last month without them and Hern and Crabtree are very lucky to have them.
Thank you for everything and we 100% recommend the fantastic team at Hern and Crabtree Pontcanna.
Francesca · 10 April 2025
Agent replied · 29 December 2025
Thank you so much for such a wonderful and detailed review, Francesca. We’re truly touched by your kind words. It’s fantastic to hear that Rhodri made such a strong impression from the outset, we always aim to offer honest, thoughtful advice, and it’s great to know that came across. We’re especially proud to hear how much Anna and Gina supported you during the sales progression stage. They’re a credit to our team, and your recognition of their patience, kindness and hard work means the world.
Thank you again for choosing Hern & Crabtree, we’re so pleased we could help make a stressful time that bit easier. Wishing you every happiness in your new home!, The Hern & Crabtree Team
★★★★★ 1/5
GoogleCommunication is quite awful especially after you sign the contract. They are yet to reply to my emails. They didn’t tell us a lot of information. I didn’t know the property I’m in is an air BnB basically. When moved in everything was dirty. There were bugs. Some stuff was broken. There’s a massive stain on the wall yet the rent and deposit was charged before hand. The agency made the impression that they deal with the property but apparently they don’t. A lot of stuff was hidden from us about this property therefore they don’t deserve more than 1 star. I am utterly disappointed
Paula · 26 March 2025
Agent replied · 9 December 2024
Dear Paula,
Thank you for sharing your feedback. We are genuinely sorry to hear that your experience did not meet the high standards we aim to provide. We always strive to ensure our clients have a seamless and positive experience, and we regret that this was not the case for you.
As we mentioned previously, the property you rented is managed directly by the landlord, and they are responsible for maintaining the property's standards before and during your tenancy. While our usual process for properties we manage includes inspections to ensure readiness, in the case of a ‘tenant find/let only’ service, our role is limited to marketing the property, finding a tenant, and facilitating the tenancy agreement. The landlord retains full responsibility for inspections and property maintenance.
We did provide you with the landlord’s contact details to address any concerns directly with them, and we apologize if your emails were not responded to as quickly as expected. Although we do not manage the property, we made every effort to assist by reaching out to you directly to help resolve the issue with the landlord.
We do feel that the review may reflect concerns more with the landlord’s handling of the property, rather than the service we provide. We would kindly ask if you could consider revising or removing your review, as it doesn’t accurately represent the services offered by our team, who care deeply about delivering a high standard of service.
If there’s anything we can assist with in the future, please don't hesitate to get in touch. We’re here to help wherever possible.
Kind regards,
Hern and Crabtree Lettings
★★★★★ 5/5
GoogleThroughout the journey of buying our home H&C’s help and services have been fantastic. After viewing multiple properties with other estate agents in a very competitive market we booked a viewing for our now home and Anna immediately made us feel at ease with her warm and friendly manner and her knowledge of the market and the property. Her and Mitchell were so professional and quick to answer any questions and happy to make time for us regardless of how busy they were. Gina was also brilliant in keeping us up to date on the progress of the sale. Everyone we encountered at H&C made us feel like we were important to them and not just another number on the books.
When the time comes to move on to a bigger place in the future we won’t hesitate to use H&C again. Thank you team!
Alice · 26 March 2025
Agent replied · 9 December 2024
Hi Alice. Thank you so much for your kind words and for taking the time to share your experience! We're thrilled to hear that Anna, Mitchell, and Gina were able to support you throughout your home-moving journey and make the process feel smooth and personal. It means a lot to us that you felt valued and well taken care of. We look forward to assisting you again when you're ready to take the next step. Best wishes in your new home, and thanks again for choosing H&C!
★★★★★ 5/5
GoogleHern & Crabtree handled both our sale and purchase and we couldn’t be more delighted with them.
Rhodri valued our home and he is great- not at all like the estate agent stereotype. He’s totally genuine, down to earth and really knows the Cardiff market. We felt like we could trust his advice, both at valuation and when considering properties to buy.
Anna was particularly brilliant through the sale/purchase process. Always available for questions when we needed her and just a lovely person to work with. Natalia, Mitchell and Gina were also fab. We really felt like the team ‘sold’ our house and worked hard to get the best price and the smoothest experience possible.
In addition to the team, one of the things we really liked about H&C was the quality of their particulars photos and the ‘virtual tour’ they offer. Prospective buyers can virtually walk through your home, which we found really helpful when considering a purchase and have no doubt helped our sale.
Thank you so much Pontcanna office- highly recommended!
Laura · 26 March 2025
Agent replied · 11 November 2024
Hi Laura, thank you ever so much for such a great review. We are so pleased to hear your feedback and for rating us with 5 out 5 stars! The team will be over the moon to read your review and we are delighted that you were pleased with all of the Pontcanna team and the way we helped you with your move. Wishing you all the very best! H&C
★★★★★ 5/5
GoogleExcellent photographer who presented our property really well; the whole team were great and felt like I knew everyone, and they equally knew me and the details of the property whenever I called or needed anything. Gina’s support after agreeing a sale was great as she was constantly supporting with communicating between the solicitors to push everything to completion as swiftly as possible. Would recommend as they were great throughout one of the most stressful processes anyone will ever handle! Thanks Pontcanna team!
Ellie · 26 March 2025
Agent replied · 23 December 2024
Hi Ellie,
Thank you so much for your kind words and glowing review!
We’re thrilled to hear that you were happy with how the photographer showcased your property and that our team made the process feel personal and seamless for you. Gina and the Pontcanna team will be delighted to know their support made such a difference during this important time. It’s always our goal to reduce the stress of moving and keep everything on track, so knowing we achieved that means the world to us. Thank you for recommending us, we’re here for you anytime!
★★★★★ 5/5
GoogleBy far the best estate agents I have dealt with, I can’t recommend them enough. Each member of staff that I had contact with were approachable, helpful and professional.
A special shout out to Mitchell who kept me sane throughout the process of selling my home. His positive attitude, friendly personality and great knowledge of the market was so appreciated. He went above and beyond to make sure I received excellent customer service and was always at the other end of the phone for any questions I had.
So refreshing to find an estate agency that I really trust!
Daniel · 26 March 2025
Agent replied · 9 January 2025
Hi Daniel,
Thank you so much for your glowing review! We're absolutely delighted to hear that you had such a positive experience with us. It means the world to know that our team’s approachability, professionalism, and dedication stood out to you.
Mitchell will be thrilled to hear your kind words, he takes great pride in supporting our clients every step of the way, and it's wonderful to know his efforts made a difference for you during the sale of your home.
Your trust and recommendation are the highest compliments we could ask for, and we’re so grateful for your support. If you ever need anything in the future, don’t hesitate to reach out, we’d be happy to help!
Warm regards,
Hern and Crabtree
★★★★★ 5/5
GoogleThe best letting agents you can find in Cardiff.
Georgia is one of the best people they have got. They are by far the most understanding and cooperative agents I have known. All the process from the day of viewing until the end of our contract they helped us through our tough times.
Really recommend them if looking to rent in Cardiff.
Kshitij · 26 March 2025
Agent replied · 26 March 2026
Hi Kshitij,
Thank you so much for your kind words and for taking the time to share your experience! We're thrilled to hear that you found our team, especially Georgia, to be understanding and supportive throughout your tenancy. We always strive to make the renting process as smooth as possible, so it’s wonderful to know we could help during challenging times.
We truly appreciate your recommendation and hope to assist you again in the future. Wishing you all the best in your new home!
Best regards, The Hern and Crabtree Team
★★★★★ 5/5
GoogleI moved to Hern & Crabtree from a different estate agent and immediately found them far more proactive. Sales progression was excellent throughout and when previous sales fell through it was entirely outside their control. They were quick to secure new interest and get things moving again.
Feedback from viewings was swift and useful and the sales team were always approachable friendly and willing to listen. They never made me feel awkward during some very low moments in what can be a very stressful process. I am genuinely grateful for how they handled everything and would happily recommend them.
Ryan · 26 January 2026
Agent replied · 26 March 2026
Thank you so much for taking the time to leave such a thoughtful review, Ryan. We are really pleased to hear that you felt supported by the team after moving to us and that our proactive approach and sales progression made a positive difference.
Property transactions can be an emotional and stressful experience, particularly when things do not always go to plan, so it means a great deal to know that our team were approachable, friendly and there for you during the more challenging moments. We are also glad the viewing feedback and communication throughout the process was helpful and timely.
Your recommendation truly means a lot to us and we are very grateful for your kind words. Wishing you all the very best for the future and thank you again for choosing Hern and Crabtree.
★★★★★ 5/5
GoogleWe have had a long road in selling our deceased parents’ property due to some extensive water damage involving a lengthy insurance process. Everyone at Hern and Crabtree have been so unbelievably helpful and supportive throughout what has been a most stressful and emotional time. They are not only friendly and professional but also extremely efficient and communicative. Special mentions go to Rhodri, Mitchell, Daisy and Anna who have all contributed to making our eventual sale happen for us. We quite literally could not have done it without them.
Christopher · 29 November 2025
Agent replied · 26 March 2026
Thank you so much, Christopher, for taking the time to share your experience. We are truly touched by your kind words and so pleased that our team could support you through what was clearly a very challenging and emotional process. Rhodri, Mitchell, Daisy, and Anna will be thrilled to hear your special mentions, and we are delighted that together we could help make the sale happen. It was a privilege to work with you and we wish you all the very best moving forward.
★★★★★ 5/5
GoogleWe have been very impressed and thankful for the service we received from Hern and Crabtree Solicitors. They have been very efficient, professional, and sold our house quickly, with a minimum amount of fuss. We received outstanding customer service from Daisy, who kept us up to speed on things, and made us feel that nothing was too much trouble, and was very knowledgeable and helpful. Having used a different company previously, there was a huge contrast, and working with her and the company, has been a breath of fresh air. Highly recommend.
Hayley · 30 September 2025
Agent replied · 26 March 2026
Thank you so much for your wonderful review, Hayley. We are delighted to hear how impressed you were with the service you received and that your sale progressed smoothly and efficiently.
Daisy will be especially pleased to read your kind words. Keeping our clients fully informed and supported throughout the process is something we take great pride in, so it is lovely to know that her knowledge, approach-ability and dedication made such a positive difference for you.
We really appreciate your recommendation and are very grateful that you chose Hern and Crabtree. Wishing you all the very best for the future and thank you again for taking the time to share your experience.
★★★★★ 5/5
GoogleWhen looking to sell my house I spent a long time researching and talking to a variety of estate agents trying to find one I trusted and wouldn’t make me tear my hair out (you know the horror stories!) and I am so so pleased I went with Hern & Crabtree. Every single person I interacted with was so polite and knowledgeable and made a very stressful house sale that bit calmer and more relaxing knowing I was in good hands. Gina in particular was a real lifesaver going back and forth across the chain sorting things out- I am eternally grateful. While I hope to not move for a long time I will be recommending them to all my friends!
Phoebe · 1 August 2025
Agent replied · 29 December 2025
Thank you so much for your lovely review, Phoebe. We're absolutely delighted to hear that your experience with Hern & Crabtree was a positive one, especially during what can be such a stressful time. It means a great deal to know that our team made the process feel calmer and more manageable for you. We'll make sure Gina sees your kind words, she’ll be thrilled to know she made a difference. Wishing you all the very best in your new home, and thank you again for trusting us (and recommending us!)., The Hern & Crabtree Team
★★★★★ 5/5
GoogleThe photography is excellent. Very professional. We met with Adele and were very pleased at the consultation for getting the property ready to let. Thank you Bev Berry for the referral!! We couldn't be happier.
Shawndra · 26 March 2025
Agent replied · 9 January 2025
Thank you so much, Shawndra, for your kind words! We're thrilled to hear you had a great experience with Adele and that the consultation helped get your property ready to let. We're also grateful to Bev Berry for the referral, it’s wonderful to see such positive connections. If you need anything else or have further questions, don’t hesitate to reach out. Wishing you all the best with your property! 🌟 Hern and Crabtree Lettings
★★★★★ 5/5
GoogleHaving had a meeting with another estate agent I wasn't happy with, I followed a recommendation to try H&C. I was so impressed with Rhodri when he came to see the house and discuss that I knew they were the ones to handle it. He was very empathetic about the condition of the property and made the most of its positive features to get me the best outcome. They provide a premium service especially in this time of self-managed options but you really get what you pay for, which in my case was an excellent listing, four viewings in the first day, and one offer for asking price from a first time buyer with no chain. Daisy in sale progression took great care of me (including the occasional well timed nag to get stuff done) and the fixed fee I paid was right in the middle of the typical % range, which represented good value for the services rendered and the outcomes obtained.
Chrissie · 5 March 2026
★★★★★ 1/5
GoogleLooking at the reviews it seems I’m the wrong shade of colour to get good service from companies like this. Placed an offer and didn’t even get a reply. Not the first time dealing with these companies in Cardiff either. Cardiff could do with more multi cultural Estate agents.
Reply to response by owner:
Please show me these so called records? I also have records. The last email I received was on the 15 of April saying you are waiting for the vendors to respond. Nothing after that. Lying doesn’t help matters. Threatening people for reviews and opinions about your shortcomings with legal action says a lot about your company.
Tausif · 26 March 2025
Agent replied · 26 August 2024
Dear Tousif Gilani
Thank you for your feedback although we completely disagree with your version of events. You are completely incorrect in what you have said and we have full records on file that disprove your accusations.
Your offer with us was placed on the 9th of April 2024. Your offer was almost 10% below the asking price. It was therefore declined by the vendor of the property (not us). The seller made a counter-offer that we put to you at the time, however you chose not to respond. We have a record of that conversation, as well as all the conversations emails sent, including the one sent to you confirming that your offer had been declined.
I can only assume that you have now seen that a sale was agreed on the property yesterday, and that you are now cross and disappointed to have missed out, despite being given every opportunity to increase on your offer. According to our records, you were treated fairly and transparently at all times and we fully refute your unfounded version of events.
We strenuously deny that any of our customers are discriminated against for any reason and I can confidently state that your comments are completely baseless.
It is deeply upsetting for us that you feel that you have been discriminated against and I can assure you that was not the case. The only reason you missed out on the property is because your offer was too low. Your viewing request was promptly and easily accommodated, your offer dealt with properly and respectfully. You had well over four weeks to respond to our email and conversations informing you of the counter-offer. You chose not to increase and it seems to me that you are now looking for someone or something to blame.
I can assure you that we embrace and serve all our clients equally, and to the highest possible standards, and as such we are naturally upset with any implication that we would discriminate against anyone. I am wholly confident that anyone who acted in the same way as you, would have had the same outcome regardless of their ethnicity, gender, background or any other factor.
I can confirm that you are still registered with us for new property alerts, and we will continue to try to help you find a property.
If you would like to contact me directly to see how else we can help you can contact me on rhodri@hern-crabtree.co.uk
I can assure you that you will be treated fairly, respectfully and with equality.
★★★★★ 5/5
GoogleAs a buyer, my experience of H&C was all positive. My location search was very focused yet I viewed 16 properties trying to find my new home. H&C were always helpful, positive, made me feel they really wanted to help. Never intrusive but always a pleasure to view a property with, making a big difference to how a buyer feels viewing a property. Excellent communication on offer & acceptance day then good support through from acceptance, exchange then to completion. A great source of local information and very professional and personable. I strongly recommend their services.
Su · 26 March 2025
Agent replied · 9 December 2024
Thank you so much for your wonderful review! We're delighted to hear that your experience with H&C was positive from start to finish. We strive to provide excellent communication and support throughout the process, and it's great to know that our team was able to make a difference for you during your search. Your recommendation means a lot to us, and we’re so glad we could help you find your new home. If you ever need assistance in the future, we’d be more than happy to help again. Best wishes! H&C
★★★★★ 5/5
GoogleI can't praise Hern and Crabtree highly enough. When I first put my house on the market I was promised I would be fully supported, and I was completely. Every one of the staff, without exception, dealt with me not only in a professional way but with care and sensitivity. Hern and Crabtree did all they could to ensure my house had the very best chance of selling. While every member of staff was excellent, I would like to mention Gina Clements in particular who went out of her way to support me through a particularly difficult period.
Mary · 26 March 2025
Agent replied · 9 December 2024
Hi Mary, thank you for your positive review! We agree, the staff are just great and thank you for saying so. We are so pleased to hear that you were supported through the process of selling and for the service Gina in Sales Progression provided you with. Wishing you all the best, H&C
★★★★★ 5/5
GoogleWe first met Rhodri in 2020 and finally purchased our forever home in 2025! Over the last 5 years Hern and Crabtree have been amazing . Keeping us informed of any houses that may potentially suit our needs , advising us when to market our house and helping us through the whole process. We worked closely with teams in Pontcanna and Llandaff branches. Every member of the team were extremely helpful and responsive with any queries we had . I would 100 % recommend them to anyone considering selling their home or looking for a new home. Thank you from us all .
Neil · 21 March 2025
Agent replied · 26 March 2026
Hi Neil, Thank you so much for your kind words and for sharing your experience! We're thrilled to have been a part of your journey in finding your forever home. It’s been a pleasure working with you over the past few years, and we truly appreciate your trust in us throughout the process.
We’ll be sure to pass along your feedback to our teams in both the Pontcanna and Llandaff branches. If you ever need anything in the future, don’t hesitate to reach out.
Congratulations on your new home, and thank you again for the recommendation!
Best regards,
The Hern and Crabtree Team
★★★★★ 5/5
GoogleAnna and the team were amazing!! We experienced all the agents in and around Pontcanna and the Hern and Crabtree team are on another level. We cannot recommend them more highly.
James · 21 March 2025
Agent replied · 26 March 2026
Thank you so much for your fantastic review, James! We’re thrilled to hear that Anna and the team made such a strong impression, it really means a lot to be described as “on another level.” We truly appreciate your recommendation and are so pleased we could help. Wishing you all the very best from all of us at Hern & Crabtree Pontcanna., The Hern & Crabtree Team
★★★★★ 5/5
GoogleA very pleasant and helpful office, who went out of their way to assist. Anna, Mitchell and Natalya were always on hand.
Urfan · 2 July 2025
Agent replied · 29 December 2025
Thank you, Urfan, we really appreciate your kind words! We're so pleased to hear that Anna, Mitchell and Natalya were able to help and that you had a positive experience with the team. It means a lot to us that you took the time to leave a review. Wishing you all the very best!, The Hern & Crabtree Team
★★★★★ 5/5
GoogleAnna and Mitchell went above and beyond during our recent house search. They were always happy to answer a multitude of questions and provided great advice. The whole team at Hern and Crabtree Pontcanna is approachable and friendly, from the moment you walk in the door. Thank you all for all your help.
Kathryn · 26 March 2024
Agent replied · 26 August 2024
Hi Kathryn, thank you for you positive 5 star review. We are really pleased to hear that we were able to help and if you ever need us again you know where we are.
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