Trusted Agent profile · Richmond upon Thames
★★★★★
2,414 reviews across 2 platforms
254A Upper Richmond Road West, East Sheen, London, SW14 8AG, Richmond upon Thames, SW14 8AG
Part of Chestertons, see every office.
Chestertons's office in Richmond upon Thames, at 254A Upper Richmond Road West, is rated 4.6 out of 5 across 2,414 reviews on two platforms, including 251 Google reviews rated 4.9.
Every review we hold for the Richmond upon Thames office, from every platform, shown as written. First names only.
5/5
TrustpilotAnson Nyako - Chestertons
Anson was incredibly helpful and friendly. He was always quick to reply and was very attentive. Very professional and quick to offer support - would definitely recommend!
Thank you for your review Emma!
5/5
TrustpilotGood response time to queries
Good response time to queries - thanks Suzan and Matt
Dear Ingrid,Thank you for your 5* review of the recent service you received from our James Pendleton team. Thank you enough for taking the time to feed this back to us. We wish you all the best.
5/5
TrustpilotA wonderful lettings team at Chestertons…
What a wonderful lettings team at Chesterton's, they not only offer a professional service but they are also very considerate to personal needs of both the tenant and the landlord. I would highly recommend both Marianna and Iain, they both go above and beyond with every request - thank you both for taking such good care of us and our property!
It's been a pleasure Janine, thank you for sharing your feedback with us!
5/5
TrustpilotVery supportive and professional
Chestertons Barnes were very helpful with both our sale and our purchase. They are consummate professionals who supported us every step of the way. Highly recommended.
Thank you for sharing Lucy!
4/5
TrustpilotSpeedy service and slick set up
Speedy service and slick set up - very professional. The only reason it is not 5* is that there are perhaps too many individuals involved in dealing with a property (I am a landlord) which can get a little confusing and things can get lost in communication.
Dear Claudia & Jim,Thank you for taking the time to let us know how your journey this far has been with James Pendleton. Customer service is so important to us and we are so pleased to hear you have had a positive experience with our team. We will take on board the feedback regarding the process, this is very helpful to us, thank you. Wishing you all the best.
5/5
TrustpilotGood communication. Thanks Natasha for answering my…
Thanks Natasha for answering my questions and completing the job very efficiently.
Thank you for your review Karen, we'll make sure to pass this feedback on to Natasha and the rest for the team. Best wishes!
4/5
TrustpilotI rented a property for 18 months where…
I rented a property for 18 months where Chestertons acted as the tenancy manager (Imogen Kovacs) and received a great service throughout the tenancy.Whilst the landlord was not always the most helpful, Imogen handled this tactfully and sought to present sensible solutions to issues which arose with the house. She is very responsive and was a pleasure to deal with.
Hi Simon, thank you for your feedback. It's great to hear that Imogen was on hand to help throughout your tenancy. Should you need anything in the future, please do get in touch!
4/5
GoogleWe recently had the pleasure of working with Sarah from Chesterton's and we found Sarah and the whole Chesterton's team very professional, patient and calm as they guided us through every step, ensuring we felt confident and informed throughout. Thank you for helping us.
Hi Will & Laura, thank you for the great review. We are thrilled to read how patient and professional Sarah was. If you need anything else, please let us know.
5/5
TrustpilotVery Professional
Very Professional! Working with Niema Latiff is great
Hi Michel, thank you for leaving a review. Wishing you all the best!
5/5
TrustpilotExcellent service
Chestertons helped us with all aspects of searching for a tenancy - making an offer, navigating the terms of the lease and moving in. We worked with Olivia, who was excellent.
Thank you for taking the time to leave a review, we are so pleased to see that you had a five-star experience
1/5
TrustpilotAvoid at all costs!
The worst experience I have ever had interacting with any business, ever. I spent 6 months in the property and they were terrible as a management company, e.g. the heating system and bath were broken which they refused to fix. When I left they held onto my deposit for a month without justification, then tried to claim around £4.5k from me when I raised the dispute. This was made up of things like £1,200 for a scratch on a bed and £350 for watermarks on bathroom tiles, both of which were shown in the check in report. They also tried to get £100 for a hoover which they had told me to dispose of after it caught fire, clearly not PAT tested.Most of their claims were binned by the adjudicator, eventually.I also asked for disclosure of some of my personal data from their records, which they refused, so that has been raised with the Information Commissioner.Honestly it doesn't matter how nice the property is, do NOT risk letting through this agency. They will literally break the law to make a quick win if they think they can get away with it.Further to Chestertons' response, noone from their team has followed up on this.
Your feedback is extremely important to us. Thank you for sharing your email address with us so that this can be investigated internally.We are aware that this has been escalated. The relevant team members at Chestertons are in contact with the respective regulatory bodies, and await their feedback and instructions on how to proceed.
5/5
TrustpilotChestertons South West Lettings - Sean
Having just moved into the country, there was a lot we did not understand about the Lettings Market here in the UK.Chestertons were very professional, very knowledgeable and took time to understand exactly what we were looking for (our preference was close to school), and then showed us what was on offer (Flat on Onslow Avenue). The follow up was excellent, ensuring we had information at every step through the offer, as well as communicating very clearly to us what the Landlord expected. In the end we did not let with Chestertons, but I would certainly recommend Chestertons and definitely give you a call when we are looking to move house.
Thank you for taking the time to post a review.Please do not hesitate to get in touch if we can be of any further assistance in the future.
1/5
TrustpilotChestertons unethical marketing
Chestertons has now taken to using 3rd party companies to market information and put “Dear Homeowner” as a way of circumventing GDPR. This is intrusive and raises ethical questions about their practice. The purpose of GDPR was in part to stop unwanted marketing by companies and third parties.Since my review Chestertons posted a response to below asking for my personal details so that I can "opt out" which rather defeats the purpose, as they wish to bypass GDPR. They do not take marketing seriously if they use 3rd parties to target people and put "Dear Homeowner".I am happy to provide the evidence to Trustpilot, but do not want marketing from Chestertons. The simplest way would be to delete all unnamed "Homeowners" from their database and have an opt in only.The ICO is the next step as a formal complaint as I never opted in.Even if legal this is unethical and a way of circumventing GDPR. Can one trust a company who behaves like this?
Apologies for any confusion, as we now understand that you are referring to our print communications. All mailings are sent using publicly available address information - without any personal details shared about the homeowner.As you have mentioned, the mailing sent does not include any personalisation, hence the term 'homeowner'. Chestertons does not know, or store your name or any other personal details.Non-personalised Direct Mail sent to addresses available on a public register is not subject to GDPR regulations as per Article 17 - “Right to Erasure (right to be forgotten)” - and Article 21 - "Right to Object".You can make a request to an organisation to stop processing your data (address) for the purposes of direct marketing. However, “Using an article 21 notice won’t stop mail addressed to the occupier, only post which is addressed with your name.”**Response from the ICO
5/5
TrustpilotTamara Price recently handled the…
Tamara Price recently handled the process of asking my tenants whether they wanted to renew their contract for another 12 months. She did this promptly and efficiently, which is all one can ask. Thank you, Tamara. It's gratifying when everyone does what is required without having to be continually prompted.
Hi Julian,Thank you for taking the time to write a great review and sharing your experience with Tamara. We are so glad she was efficient and prompt with help.If you require any further assistance, we will be happy to help.Best WishesChestertons
5/5
TrustpilotVery efficient service
Very efficient service and quick to find tenants. Mainly dealt with Shannon who is an excellent negotiator and supported both the tenant and the landlord from the start to the end.
Thank you for sharing your feedback! We are very pleased to hear of your positive experience.
5/5
TrustpilotChestertons South West Lettings - Jasmine
We had such a great experience with Lizzy when purchasing our house that we felt obliged to give Chesterton's a go when letting out our place, something we didn't regrer as we had an absolutely perfect experience from Jasmine. She was polite and conscientious throughout the whole process and over delivered in terms of rent and all on a time scale that suited us.Only complaint would be of Chesterton's online portal for documentation. I consider myself pretty competent when it comes to technology but I found it confusing to understand and use. Thankfully, Jasmine would take over and upload necessary documents on my behalf and keep me informed of what was needed. Would definitely use Jasmine again.
Thank you for your feedback. It is excellent to read comments from a client who has experience both the sales and lettings side of Chestertons.We are currently working to make improvements to the Chestertons Connect platform, based on feedback from our landlords and tenants.
5/5
TrustpilotI have been with Chestertons for many…
I have been with Chestertons for many years. They have been helpful and respond quickly to requests and get repairs done quickly when required. The statements and payments are also well presented and timely
Hi Barry, thank you for taking the time to write a great review. We appreciate the support and wish you all the best.
1/5
TrustpilotI have repeatedly received…
I have repeatedly received unsolicitated letters about valuation despite being on MPS. I've filled in the Edit.me website asking to be taken off the list multiple times but the letters keep coming. I've even emailed my local office a number of times and asked them to stop sending me the letters but they seems to be coming even more frequently. The fact that they don't listen means that I would never use Chestertons to buy or sell a property.
Thank you for getting in touch Charlotte. We are sorry to hear you are not satisfied with the service received.We take all feedback very seriously and will action this to be stopped immediately. In order to do this we will need your further contact details (i.e your address) which we have requested. Please accept this request so we can take action as soon as possible.
5/5
TrustpilotWe’ve had a great experience with…
We’ve had a great experience with Chestertons. Tamara Price was a great help!
Hi Rebekah, thanks so much for your feedback! We'll make sure to pass this on to Tamara and the rest of the team in Battersea. Best wishes!
5/5
TrustpilotChestertons East Sheen, highly recommended.
It was an absolute pleasure to have Ryan Clarke - of Chestertons East Sheen Branch, on my recent rental property search. Wonderful, courteous and professional throughout. He turned up on time at all viewings, and when I found the right property, he was very helpful in providing the right information, answering my questions on time and helped ensure a seamless and timely process to the tenancy agreement. I love my new house. Thank you. Keep up the great work. Chestertons East Sheen, highly recommended.
Thank you for sharing!
5/5
TrustpilotDecisive action over a dispute
When my tenants moved out and left the apartment needed a lot of cleaning, this could really have left me out of pocket. Ryan Briggs mediated this issue with them calmly and quickly, retrieving the money that had been spent on professional help.
Hi Daniel, thank you for your review and we're happy to hear that Ryan resolved the cleaning issue for you. Should you need anything else, please do let us know.
1/5
TrustpilotSlumlord
Slumlord. Does not respond to requests and treats even high rent tenants disrespectfully and threateningly. I would never use them to let my property and wouldn’t ever wish to be a tenant. Avoid
Dear Andy,Thank you for leaving us such a wonderful review. We are thrilled to read that you loved your experience with James Pendleton. Suzan will be over the moon with your feedback. Customer experience and satisfaction is our priority, and your review has reaffirmed this. Thank you for your kind words and we look forward to working with you again in the future.
5/5
TrustpilotChestertons South West Lettings -Kate
Chestertons South West Lettings -KateA huge thank you to Kate for making my move incredibly smooth. Throughout the process Kate kept me well informed and took a really personal approach. Thank you!!
Your feedback has been passed on to Kate, who thanks you for taking the time to leave a review.
5/5
TrustpilotChestertons South West Lettings - Melissa
Although it was a bit of difficult circumstances for me to find a place to live while I was under self-isolation period, especially, in the busiest season.However, one of the Agent in Chestertons was kind enough to introduce me fantastic properties through online visiting via WhatsApp and sending me videos (After the period, she booked an actual viewing as well).Thanks for her kind & helpful assistance, I could decide which place is the ideal one for me and move in a very smoothly after the self-quarantine.Thank you for your great assistance :-)
It is excellent to hear that our teams we are able support you in a difficult time.We are very pleased you were able to find a suitable home.Best wishes.
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Tell us what you need and we'll put you in touch. Chestertons East Sheen hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near Richmond upon Thames.
