Every review we hold for the Pontnewydd office, from every platform, shown as written. First names only.
★★★★★ 5/5
GoogleI have used Hathway for many years and for a number of purposes.
Initially for a rental property having had unsatisfactory service from two other letting agents based in Newport. Switching to Hathway resulted in a much better and entirely satisfactory service . This was beneficial to me and the tenants with excellent communication where appropriate . Pleasingly there were no gaps in the occupancy in the nearly twenty years this property was available for rental !
Special thanks to Beckie for her management and to Des for keeping on top of the financial matters.
Earlier this year I decided to sell this property and Hathway dealt with every aspect . From giving notice to the tenants and helping them with alternative housing to arranging rubbish clearance , helping arrange cleaning, redecoration etc.
The property was promptly marketed in a professional manner and viewings immediately took place . They quickly received two offers at the asking price and established the situation of the perspective buyers. The offer from the buyer able to proceed with funds in place being accepted.
I believe Hathway have a high percentage of completions of sales from acceptance of offer. This is something worthy of note and of great significance to sellers!
My experience validates this point . Beth Davies is an example of why this happens . She was chasing things up and holding things together in an exemplary way from start to finish. I think this sale may not have completed were it not for her management of it.
Apart from the rental and sale of this property, over a number of years I have used Hathway for a short term rental of an 'up market ' property pending its transfer to a family member. The long term rental, almost five years, of another similar property , and the purchase of a property in Caerleon .
Always found them to be excellent and good value .
One of the things that stands out is their internal communications so that things progress quickly and effectively.
Overall excellent service and value .
Terence · 20 December 2025
Agent replied · 20 March 2026
Thanks so much for the kind words and your business, much appreciated. Always a pleasure to work with you.
★★★★★ 1/5
GoogleWould not ever use again, would give 0 stars if we could, glorified email forwarders. Did not even ask for identification on completion day so anyone could have collected ours keys. Upper chain estate agents were much better and the only ones wanting to progress matters.
Edit: for clarity I myself am a conveyancer and am aware of how the conveyancing process should work. The fact that the transaction took from February - august to complete for such a small chain should not have happened had pressure been put on the sellers solicitors who would not even answer a single phone call from my solicitors.
Paige · 18 August 2026
Agent replied · 22 August 2026
Thank you for your review. We are sorry that you feel this way, although we do feel it is important to clarify a few points for anyone reading this review.
In this transaction, Hathways were instructed by and acted on behalf of the seller, who was our client. We are pleased to say that our seller was very happy with the service we provided throughout the sale and with the successful completion of their transaction. While the seller is the party who instructs us, we recognise how important good communication with both sellers and buyers is to achieving a successful move.
We fully appreciate that being part of a property chain can be extremely frustrating. Once a sale is agreed, there are numerous independent parties involved, including buyers, sellers, solicitors, lenders, surveyors and potentially several other estate agents within the chain. An estate agent cannot control the speed at which all of those independent parties carry out their work.
You describe us as "glorified email forwarders". In reality, an important part of professional sales progression is regularly contacting the parties involved, obtaining accurate updates, communicating those updates through the chain and trying to identify and resolve delays wherever possible.
It is also worth noting that you personally emailed our office approximately 40, 50 times during the course of this transaction, so email clearly appeared to be your preferred method of communication. Our team responded to your correspondence, continued to obtain updates and communicated with you throughout the process. We consider keeping buyers informed to be an important part of our service and something that can help transactions reach a successful conclusion.
We can chase solicitors and other parties for updates, but we cannot carry out their legal work, control their timescales or dictate when they are in a position to exchange or complete. We can only communicate the information available to us at the time. Exchange and completion dates ultimately have to be agreed and confirmed through the respective legal representatives rather than by an estate agent.
You have also referred positively to estate agents further up the chain. Those agents were acting for their own respective clients, just as we were acting for ours, and would not necessarily have had full visibility of the communications, enquiries or outstanding legal matters relating specifically to your purchase. It would therefore be difficult for another agent in the chain to make a fully informed assessment of our work in progressing this particular transaction.
For completeness, regarding the collection of the keys, we already held your identification on our system following the appropriate identity and anti-money-laundering checks undertaken in connection with the transaction. Our member of staff recognised you and was satisfied as to your identity when releasing the keys. You were also able to identify the property and provide the relevant details of the purchase. There was therefore no reasonable indication that an unrelated person was attempting to collect the keys.
We understand that delays and uncertainty during conveyancing can be frustrating, particularly when you are waiting to move into your new home. That is precisely why our team spends considerable time progressing sales, chasing outstanding matters and communicating updates to both buyers and sellers. However, there are inevitably parts of the conveyancing process which are outside an estate agent's control.
We are confident that we actively progressed the transaction and kept the relevant parties updated with the information available to us. The transaction successfully completed, our seller was very happy with the service they received, and we are sorry that your experience of the wider conveyancing process has resulted in you feeling differently.
We wish you every happiness in your new home.
★★★★★ 5/5
GoogleGreat experience!
Myself and my partner were looking for a rental home, as we were having a rough time in our previous rental.
We arranged a viewing with Hannah, in which we had a fantastic experience. We were able to put through our application with ease thanks to Hannah being very clear and patient with everything that needed doing.
We are now comfortably living in a lovely house. We can not thank Hannah and Hathways enough!
Thank you! 😁
P.S. Ignore the anti-pet review, we are currently in the process of getting a pet ourselves!
Joe · 4 May 2024
Agent replied · 21 March 2024
Hi Joe
Thanks so much for the kind words, we really apprecate it.
We hope you are happy in your new home and please contact us if you need any help. 😊👍🏽 …
★★★★★ 5/5
GoogleWe've rented a property for 3.5 years through Hathways and I can honestly say they've always been a pleasure to deal with.
Prompt, courteous responses, and I've always found a good human approach.
Jacqui did most of our inspections and was always respectful and friendly (and our cats loved her). Yes she is meticulous, that is her role. She was always honest eg about a stain on the carpet, but because she was always clear with us we were able to take remedial action.
As a result we've just had 100% of our bond returned.
I would happily use Hathways again, they've been great and I highly recommend.
Lucy · 20 October 2025
Agent replied · 22 April 2026
Thanks Lucy 😊 …
★★★★★ 1/5
GoogleAs a renter, you are always at the mercy of these people. For me, I faced numerous issues from the beginning, during, and at the end of the tenancy.
1. They treated me like a criminal during tenancy checks. Even though all requirements were complied with, they stated the guarantor's signature had to be in person, even though all their credit and employment checks were verified by an external referencing agency. When I challenged them, they said they don't have this policy written down which sounded like every instance of institutional discrimination I have faced. In the end I had to get my guarantor to their verify ID via a solicitor. Even when they had all the paperwork from his solicitor, they were phoning around to ask the solicitor if they had seen my guarantor in person. Pointless and unprofessional behavior the least.
2. They held back the keys by a day until they got the paperwork via a solicitor and after they phoned around, but they still charged rent for the day I didn't have keys to the property.
3. During the house inspections, Jacqui kept pointing out how I needed to spot clean the carpets or I would lose a part of the deposit. When I said the marks were there in the inventory photos at the beginning she said they had gotten worse, not taking into account that carpet ages. Fearing my deposit would be affected, I purchased a carpet cleaner with my own money to clean the marks.
4. A couple of people at Hathways, like Jacqui, treated me horribly. Nitpicking at the exit inspection about cobwebs and saying some surfaces were not up to her standard of cleanliness. If unaddressed she said she would deduct cleaning from the deposit. As a tenant, that's horrible to hear, but what made it worse was the way she said those things. A totally horrible person.
5. The Oaklands View house was extremely cold due to poor insulation and four radiators never working. I told them about it at the beginning of the tenancy. They had a plumber come months later. He confirmed the house needed a system clean or the landlord needed to replace the faulty radiators. Hathways never did anything about it for 15 months, and I had to suffer through two bitter cold winters. In the end, I handed in my notice and moved.
6. Hathways tried to keep one day's rent out of the ten days I was due back. I had to challenge them before I got my money. Incompetence or deliberate? I wonder how many renters they do this to.
The whole time, it felt like walking on eggshells; the house never felt homely as a result. AVOID IF YOU CAN!
Nayab · 3 April 2025
★★★★★ 5/5
FacebookI would recommend Hathaway's Estate Agents for many reasons. Highly engaged and punctual staff who will reply to your queries in no time and will always do their best to provide a quick solution for any issue that may come up. Professional advice and guidance on any procedures required for your tenancy, they always manage to make you feel looked after.Many thanks.
Mamen · 10 July 2023
Agent replied · 29 July 2023
Thank you
★★★★★ 1/5
GoogleTerrible experience with Hathways when buying. They deny any offers without informing the seller. Dont know whether its because they’re commission based, but under the Estate Agents Act 1979, they must submit all offers received to the vendor.
Mike · 6 March 2026
Agent replied · 22 April 2026
We have checked our systems and we have no record of ever dealing with you. Please can you email info@hathways.co.uk so we can discuss your accusation. ASAP please. Thanks.
★★★★★ 1/5
GoogleWhat a joke of an estate agents! The sales side are very rude and complete liars. Say something one second then deny all knowledge of it the next. Plus a few of the girls in there especially hannah knows everything about subsidence costs and building work costs. So if you've been in the building trade for over 20 years….. ask her she knows everything about everything.
Plus stop putting your for sale signs up on sides of new brick buildings on private property, put them to the fence like everyone else. Also finally when you’re doing showings try not to slag the people off downstairs to the viewing people, you look tacky! Unprofessional.
Gregory · 19 October 2024
Agent replied · 9 November 2024
Hi “Gregory” - for you to have such an in depth opinion of our business you must have carried out a transaction with us - at least a viewing? We have checked our system and we have no record of anyone with your name having conducted any business with us. If you have a genuine complaint please email info@hathways.co.uk so we can discuss this with you in a grown up manner- without you trying to jeopardise someone’s reputation and career. Thanks
★★★★★ 5/5
FacebookNever having sold a property before Hathways Estate Agents have been absolutely marvelous and guided me throughout the whole process. The CEO Mrs Suzanne Hathway kept her finger on the pulse, progressing the sale and contacting conveyancers/solicitors etc. where necessary and keeping me in the loop, often on her days off !
If you are looking to sell a property you will not go wrong using Hathways.
Paul · 13 April 2022
Agent replied · 24 October 2025
Thank you Paul for your kind comments, it’s been a pleasure working with you 😊
★★★★★ 5/5
FacebookKyle Drew has been a great help as a mortgage broker and regarding other aspects of a home purchase such as life / house insurance.
Always quick to respond to our questions and provide updates, definitely made the process of getting a mortgage a lot easier. Would recommend!
Shawn · 3 October 2023
Agent replied · 24 April 2025
Thank you so much! 😊
★★★★★ 1/5
GoogleTHE most anti-pet estate agents on the High Street! EDIT: So to expand on my review you are the most ANTI pet estate agents on the High Street. You say you only follow orders on behalf of your clients however, I say to you that the ONLY clients you deal with are those who do not allow pets. *To expand on my feedback as requested every property you advertise says NO PETS. Every one. No Pets, No Pets No Pets making you the most Anti Pet estate agent on the High Street.
Gary · 7 August 2024
Agent replied · 30 December 2023
Hi Gary - can you please expand on your review so we can investigate further. Please understand we can only act on our paying clients (landlords) instructions. This is a legal requirement. We also comply with all Rent Smart Wales guidelines. We look forward to hearing from you asap - thanks.
★★★★★ 5/5
FacebookAmazing service from start to finish. Buying a house is not easy and trying to do it in a pandemic is even harder but Hathways were always on hand to help. Special mention to Suzanne who was available anytime we contacted her to sort things out quickly and efficiently making a very stressful time an easy one and has continued to aid us post sale. Highly recommend.
Meg · 30 November 2020
Agent replied
Thanks your kind words mean a lot, we are really glad we could help. 😊💜
★★★★★ 5/5
FacebookThe ladies at Hathways Estate Agents were not only efficient, competent and on the ball, they also dealt with the sale of my mother’s house (after her recent death) in a sensitive, thoughtful and caring manner. I am extremely grateful to them for everything they did and would highly recommend them for a job very well done.
Penny · 1 February 2022
Agent replied · 24 October 2025
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★★★★★ 5/5
GoogleWe recently sold a house with Hathways Cwmbran/Caerleon offices, and from the start we were impressed with their professionalism, communication, and local knowledge of the housing market. This was our first house sale and we were dreading it, but were pleasantly surprised by the Hathways team as we were supported throughout, making it a seamless, stress free process, and our house sold in about 12 weeks. Communication was brilliant from the very first interaction with Alex who accurately valued our property, to Suzanne, Teresa, and Phillippa, who managed the marketing and sale and answered any queries with kindness and professionalism. They also chased things up when needed and pushed the process along. I would highly recommend Hathways for anyone looking to sell in the local area.
Diana · 20 March 2024
Agent replied · 29 July 2023
Hi Diana - thank you so much for your kind words and for using our services. Very much appreciated by us all. Good luck in the future 😊 …
★★★★★ 5/5
GoogleEvery body has been brilliant and a special thank you to Christine for showing us around a number of properties.Thank you from Sharon & Robert.x
Robert · 8 July 2024
Agent replied · 19 June 2024
Thanks so much for the kind words- we really appreciate it. 💜 …
★★★★★ 5/5
GoogleHathways were excellent throughout the entirety of our house move. They acted swiftly after our first buyer pulled out to secure a sale shortly after through the great work of Alex.
The rest of the team were always in great communication throughout the process, dealing with many(!) teething problems and solving any issues that arose.
Special thank yous also to Teresea & Suzanne who were particularly helpful at the most stressful of times!
Excellent service, highly recommend 10/10
Jamie · 20 March 2024
Agent replied · 21 March 2024
Hi Jamie - thanks so much for the kind words and for using our services - it’s very much appreciated. Good luck for the future! 💜🏠 …
★★★★★ 2/5
GoogleThere is a trend on here about poor communication between Hathaway's and there tennants. I could not agree more about this. It is a shame really as they do have a few good members of staff but there are others who in my opinion have no clue about what good customer service is
Craig · 20 March 2020
Agent replied
Hi Craig
Thanks for the feedback - have you raised this with the staff? Please can you provide us with some information so we can investigate for you - please e-mail rentals@hathways.co.uk and we will be in touch, thanks.
★★★★★ 5/5
FacebookSuzanne Hathway and team were amazing from start to finish.
The level of service was outstanding at all stages throughout the selling and buying process.
We would highly recommend Hathways Estate Agents to anyone looking to sell or purchase a property. 10 out of 10. 😊
Nick · 30 March 2021
Agent replied
Thank you so much Nick for your kind comments, it is much appreciated. It's been our pleasure working with you these last few months. All the best, Suzanne
★★★★★ 5/5
FacebookI Just wanted to say a big thank you to Mrs Meghan Haffey fx, she's genuine kindness and bluntness at times when I needed to face reality are what made me progress. I invested $5000 and got $46,700 in a week. I only wish I had known about you earlier from the first moment I decided to trade. Nevertheless, I am grateful!contact her viaEmail: meghanhaffey637@gmail.comWhatsApp: +14432644420
Resogofaditswe · 5 October 2022
★★★★★ 5/5
GoogleExcellent service friendly staff i would use them again .
Mark · 20 January 2026
Agent replied · 22 April 2026
Thanks Mark 😊 …
★★★★★ 5/5
GoogleWe have been dealing with the rental department of the Pontnewynydd branch of this company for several decades - during which time they have managed several of our properties on our behalf. Suzanne Hathway and her team have provided us …
Carolyn · 22 April 2021
Agent replied · 9 November 2024
💜 …
★★★★★ 5/5
GoogleWe went to view a house with Alex King, and he was brilliant.
He was great at answering our queries and was patient with some of our easy questions as first time buyers, we needed as much help as we could get.
Working with Hathways has been really easy - thanks to the team!
Hollie · 4 May 2024
Agent replied · 21 March 2024
Hi Hollie
Thanks so much for the kind words- it is much appreciated 💜😊 …
★★★★★ 1/5
GoogleThere not even interested in letting you view a property when your own property is on the market and many people interested, this isn’t fare and doesn’t give anyone an opportunity in life to move to locations they would love to live I think it’s an awful service and seems like they haven’t got the time of day for you unless you have loads of money every other estate agents I’ve spoken to and viewed other properties have been fine but this one doesn’t care.
Seems I need to leave another reply 🙄due to the bad customer service with the response from yourselves.
Hathaway’s did not nor would not disclose any information about the property regarding viewings or interest or anything els one would like to find out about the property and also did not ask me any information on my property other than have you sold and since my house has been on the market 1 day🙄 I don’t think you could regard it as being stuck on the market😏 there was no need for the petty comments I just wanted to be able to find out about the property and for all you know I could buy the property outright but you wasn’t interested nor told me that the customer only wanted people who were in a sold position to view the property and I also havent done any business with because you wouldn’t even give me the time of day to talk to you. The Minute I said I haven’t sold yet you shot me down so as far as I’m concerned your customer service is appalling. At the end of the day you take a large commission from properties for taking a couple of photos and it takes a couple of minutes to be polite to potential buyers good luck with your company👍
Anthony · 20 March 2022
Agent replied
Hello Anthony.
Thanks for taking the time to “review” us even though you have done no business with us…?
Having researched your situation at the time it appears you have a property to sell prior to being able to make a serious offer an a property. We are still abiding by Covid restrictions and for someone to wander around a property that they’re not in a position to buy is still considered unnecessary travel/contact. As you are aware we already have a multiple viewings lined up, on the property, with people who can proceed immediately, so the property is likely to be sold straight after. As a result of the high level of interest the owners have specifically asked us not to allow people to view unless they can proceed immediately. We have a legal obligation to follow our paying clients instructions. We are in a unpresidented market and our marketing strategies ensure our sellers get multiple offers from proceedable buyers very quickly at the highest prices - this will then allow them to view other properties with us and other agents and move successfully. If you are struggling to sell you may want to review things with your agent as there is no reason why any property should "stick" on the market at the moment.
It is disappointing that your first ever review on Google is to complain about us, having not dealt with us and for us following our client's instructions.
Good luck with selling your property.
★★★★★ 5/5
GoogleFriendly, Professional and exceptional service. Would highly recommend Hathaways to anyone buying a house.
Alison · 23 March 2025
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.
