Trusted Agent profile · Richmond upon Thames
★★★★★
2,417 reviews across 2 platforms
254A Upper Richmond Road West, East Sheen, London, SW14 8AG, Richmond upon Thames, SW14 8AG
Chestertons's office in Richmond upon Thames, at 254A Upper Richmond Road West, is rated 4.6 out of 5 across 2,417 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
GoogleI recently used Chestertons to purchase my new home. Sarah was my main contact and she was extremely professional and helpful, always returning calls promptly and staying calm throughout the sometimes stressful process. Thank you!
Hi Tamsin, thank you for taking the time to write a great review. We appreciate the support and wish you all the best.
5/5
TrustpilotThank you Tushar and Lydia
I was searching for a peppery couple weeks and dealt with different estate agents who has wasted my time however my experience With Chesterton is completely different, Tushar has managed to show us 2 nice properties and finalized the entire proceed in less than 3 working days! No words to disturb how professional Tushar and his colleague Lydia is!Just to mention Tushar is very friendly, Honest and supportive.Tushar has showed us around the area and informed us about the schools around the area and due to the shortage of time to enroll the little one he has called the landlord to get the contract signed at the earliest to reserve a space in the school.Many thanks Tushar & Lydia!
Hi Mohammed, thank you for taking the time to leave this review. It's great to hear Tushar and Lydia assisted you in finding a property quickly in order for you to secure a space at a local school for your child. Should you need anything else, please let our team know. Wishing you all the best in 2023!
1/5
TrustpilotDO NOT SIGN A SHORT TERM LET WITH COUNCIL TAX INCLUDED
I signed a contract with Chestertons for a short let which included the inclusion of council tax. This is all documented in the contract. They have not enforced this contractual obligation and i have had enforcement agents at my door. So I have had to pay £690 of council tax that I never should have paid.
5/5
TrustpilotI recently signed onto a new lease and…
I recently signed onto a new lease and had the lovely experience dealing with Amanda Goodman. She made the process so easy and within 2 days it was sorted! Really impressed and happy with the service
Thank you, Monique! We're thrilled to hear about your positive experience with Amanda. Our team strives to make the letting process smooth and efficient, and it’s great to know we hit the mark for you. Enjoy your new place!
5/5
TrustpilotThank you for great service
Everything has been so smooth since my tenancy has moved over to Chestertons. The team are up on top of the admin as well as checking the property on a regular basis. Synika Regis-Jackson has been a stand out property manager and gave great support when I was moving out and liaising with the landlord for me.
Hi Fiona, thank you for taking the time to write a great review. We are thrilled to hear Synika was so supportive. We appreciate the support and we are always here to help.
1/5
TrustpilotAvoid renting with Chestertons.
I've just rented a property with Chesterton's on a Short Let, much to VERY great disappointment and upset, ruining ALL plans over the school holidays. Once moving in I called and emailed reporting that the boiler wasn’t functioning correctly along with other items but no action taken, hardly a response. In fact the only calls received from Chestertons are from the sales team to arrange viewings. As suspected the boiler breaks down and I've been left with no heating or hot water since before Christmas and am told to wait until the second week of January for it to be fixed. This will be 5 weeks into a 12 week tenancy which I've paid in full, upfront. How is is possible to leave a tenant in these circumstances because they're unwilling to treat the matter as urgent and source the parts locally to fix, instead I'm told to buy fan heaters and get a gym membership to use for showers...UNACCEPTABLE.
Hi Suzanne, thank you for taking the time to provide us with this feedback and we're sorry to read this. In order to investigate this fully for you, we have sent you a request via Trustpilot for more details. Please do respond to the request so we can look into this as soon as possible.
5/5
TrustpilotGreat customer service
Just completed my apartment purchase last month and I wanted to thank Michelle from the CW branch who is an absolute star. She was super reactive at handling solicitor requests and helped me every single steps of the way, from finding my dream home to handing me the keys. Thank you again Michelle.
Hi Chloe, thank you for leaving positive feedback. We are so glad Michelle was reactive and helpful. We hope you love your new home. Wishing you all the best.
5/5
TrustpilotShruthi Purswani THE BEST!!
I have had the pleasure of working with Shruthi Purswani for the past two years.She is always so polite.Shruthi goes above and beyond for her tenants, as you can imagine, being a property manager can be quite demanding at times. If there is any issues she is quick to act upon them and get them resolved.Shruthi is one of my favourite property managers to work with.If Shruthi has your property, be sure to know you are in good hands!
Hi Sarah, thank you so much for your review about Shruthi, she'll be thrilled to hear your feedback! Should you need any further assistance, please feel free to get in touch. Best wishes!
5/5
TrustpilotCustomer Service - Carl
Carl was very quick to assist with us contacting our landlord with an ongoing issue with our plumbing. He was very patient, listening to my concerns and was extremely responsive. He was able to promptly fix our issue and we are very grateful for his compassion.
Hi Isabel, thank you for taking the time to write a great review. We are so glad Carl was quick to assist and was patient. We appreciate the support and wish you all the best.
5/5
GoogleSarah has been outstanding in this process, going above and beyond, cliche I know, but in this case, absolutely true. Would 100% recommend.
Thank you, Daniel! We’re thrilled to hear about your positive experience with Sarah. Our team strives to provide excellent service, and it’s great to know that we hit the mark for you. Your recommendation means a lot to us!
5/5
TrustpilotGreat work Chestertons and Conor Bunn!
Shout out to Conor Bunn for a seamless service with Chestertons.Conor guided us through the process from start to finish without a hitch. Always available on the end of the phone and went the extra mile to make our sale has stress free as possible in what is a very stressful market. Thanks Conor.
Hi Lucy, congratulations on the sale and thank you for leaving a review for Conor. We're delighted to hear that he made everything as stress-free as possible for you. Best wishes!
5/5
TrustpilotGreat service from Elliot K and Suzan S…
Great service from Elliot K and Suzan S at JP BalhamI was really happy with the help from Elliot, Suzan and the team at JP Balham & Clapham South. Elliot helped us with viewings, the offer process and the negotiation of our tenancy agreement and was responsive, practical and helpful throughout. Likewise, Suzan did a great job of sorting the post-offer acceptance worksteams; being equally professional and helpful. Great experience all-round.
Dear William,Thank you for leaving us such a wonderful review. We are thrilled to read that you loved your experience with James Pendleton. Elliot and 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
TrustpilotProfessional and helpful
I just wanted to write to say how helpful Nathaniel has been to me this morning and what a credit he is to Chestertons.I have long known Chestertons as a company with a most excellent reputation for service and I must say that Nathaniel did not let you down today.
Hi Sarah, we really appreciate you taking the time to leave a review for Nathaniel. Wishing you all the best!
1/5
TrustpilotCheated , cornered and then extorted
I was trying to get help to rent property from outside UK and it was a very horror experience for me thanks to Chestertons and their agent (Arsida and Melis).I saw property on video and offered +200£. When the time came is backed out. I tried reaching out by calling and messaging her on whatsapp but never gave back any reply.Few days later and start of Oct'22 another agent named Melis reached out to me for another property in IOD and asks me to bid 200£ extra and I transferred the holding deposit. She confirms that the property is confirmed to me and will be handed over 1st Dec. I requested her viewing appointment several times for my friend who already lived near by but she never replied. I still trusted them as they seemed a reliable agency. Oct'22 when me and my family arrived in UK I requested viewings several times but never got any reply. Melis in mid of November replies me that the existing Tenant is denying access for the viewing an cancels the viewing conseecutively for 14days but she pushed to transfer rent + deposit to the chestertons. I transfer the money to chestertons and mid of November just to get a legal agreement signed from the owners. And on last week of November she comes back and tell me that I cannot get this property she has a new property whose rent is 300 more than and I need to pay 500 pounds more for the furniture. Red flags,1. The owner never opened the agreement on Cheatrons site because anyone who opens to the agreement at least once I get a notification and the logo turns yellow.2. If the owner agreed to rent us the property they should have signed the document. but THE OWNER NEVER SIGNED the agreement.3. When I asked for my refunded she came up deductions and reason of not giving back my 5000£. This is where I was realized I was made. I had no apartment and I have transferred money to an agency which never planned to rent me the apartment.4. Still today I am following up the Cheatertons for my refund over email and call. They dint even allow me to enter their office.I have proof of all the above things I claim and I leave upto you to decide and review my post. I also have no legal claim to what has happened as their is no commitment in this deal apart from me.
Dear Deepak, we are sorry to hear of your complaint. We have reviewed the situation with the relevant team and whilst we understand you were eager to get the contract, there are certain elements and documentation required from both parties before we can complete the contracts. We're aware that you were booked in to view the property twice once you arrived in the country so this request was not ignored, however, on both occasions the current tenant cancelled due to her child being unwell. This was unfortunately out of our control as we cannot enter the property without the current tenant's consent.The current tenants advised towards the very end of their tenancy that they would not be able to vacate as they were unable to find alternative accommodation. Melis contacted you as soon as we got this news and provided evidence when you requested it, to confirm the current tenant's situation. Due to the laws in the UK, we cannot do anything to speed up the vacation process until this has gone through the courts. Melis offered the closest comparable properties that we had on the market at that time to try and assist you as we did not want to leave you without options.Our teams have checked our accounts and we can see your holding deposit was returned to you on the 21st of November and the balance was refunded on the 23rd of November.Whilst we appreciate this has been less than ideal for yourself and Amruta, the situation is beyond our control.
5/5
TrustpilotRisida Geeganage…
Our Property Manager Risida Geeganage has been excellent this year. She is proactive, efficient and unfailingly pleasant, and her judgement on how best to manage our property has been first class. Many thanks and we will definitely be staying with Chestertons in 2026. Merry Xmas
5/5
TrustpilotRavi went above and beyond to help me…
Ravi went above and beyond to help me find a flat upon relocating to the UK. He was professional, friendly and followed up just the right amount every few days. He made an effort to understand what I was looking for and shared his deep understanding of the local area to help me make the best choice. He was persistent but never pushy. He is a credit to the Chestertons business and made my experience dealing with the agency great.
Thank you so much for your feedback Shannon! Relocating to another country can always be a bit overwhelming, so we're happy to hear Ravi made it easy for you. Wishing you all the best in your new home!
1/5
TrustpilotThe worst experience with an estate…
The worst experience with an estate agent I have had, and as we all know, that is saying something. Waiting 7 months now for return of deposit. Countless emails and phone calls to Chestertons. The lady who is my point of contact seems civil enough, and fills you with great confidence on the phone, but then nothing happens. Now either she is being given too much work, incentives for new sales and rentals are so strong that she neglects unincentivised work, or she is just incompetent. It is not for me to say which, but something is terrible wrong here. AND THE TIMES I HAVE COVERED/TURNED A BLIND EYE FOR CHESTERTONS- From the moment we turned up at our new home and the door was left open after their inventory check, I should have known what to expect. Numerous 6 month check ins were cancelled or rearranged at the last minute, and this is before we passed into the care of one particulary hapless gentleman. Paulo Machado his name was, oh boy. Called me by the wrong name in emails, multiple spelling mistakes in emails, asked if he can attend for 6 month review, changed the date, asked again, i replied within 30 minutes to say yes sure see you then, he didnt turn up, says he didnt confirm to my confirmation! Then he tried to tell me i owed an extra months rent. This went on for several days and emails until i escalated it over him and was told I am correct. I'm looking through my emails so have it here actually:Hi Dan, Paulo has sent your email across to myself, and please accept my apologies, you are not in arrears, however due to an issue with the way accounts had allocated your payment the system flagged up as such. We in fact hold a £2,000 overpayment on account for you so you need only send £100 next month. Kind regards, Siannie Clayton MARLASenior Consultant So I had already been overcharged by a month! and Paolo wanted more. Shortly after this interaction, I was informed that Paolo and Chestertons had gone their separate ways.There is more but i must bring this review to an end. I've just had a message from my old landlord actually to say that he signed the paperwork a while ago, so it looks like I will be pursuing legal action against Chestertons for withholding funds for more than 7 days after agreement. Thankyou for you reading.Dan
Hi Dan, thank you for getting in touch and providing us with your details. After speaking with the team, we'd like to reassure you that returning tenants deposits is a priority for us and we're sorry that delays led to this frustration. We take on board your comments and have put in place procedures to speed up the process. We confirm that a same day transfer of the balance of your deposit has now been arranged and we're happy that this is now resolved. Should you have any further queries, please do not hesitate to contact us.
5/5
TrustpilotJames Smith was a fantastic property…
James Smith was a fantastic property manager for our rental over a period of 3 years- very responsive and helpful with whatever query or issue we had throughout. We were extremely impressed with his service- he was by a long way the most proactive and helpful property manager we've had.
Hi Eilidh, thank you for sharing your experience with James. We're happy to hear you had a positive experience throughout your three years renting with us. Wishing you all the best!
5/5
TrustpilotFrancesca in the renewals team is a star
Francesca in the renewals team was fantastic. I had a shocking experience with the Chestertons letting team who gave me false information multiple times causing a lot of stress - Francesca then saved the day! Thanks again Francesca, and special mention to Lily who sorted all the paperwork with no delays.
5/5
TrustpilotExceptional service- Carmen Vigneron
It was a seamless transition to a new home having had to move on short notice. Carmen Vigneron made this transition was effortless and always ensured we were contacted if documents needed uploading, met our moving in deadline and was attentive to our needs. She was always swift and is an asset to your company.
Hi Jasmesh, thank you for the great review and sharing your experience with Carmen. We are so glad Carmen made the transition effortless and was attentive to your needs. Should you need anything else, please do not hesitate to reach out to her and the rest of the team. Wishing you all the best
5/5
GoogleThank you so much Maya Smith and team from Chestertons East Sheen for helping us find our new home and for answering my daily phone calls!
We’re thrilled to hear about your positive experience, Abi! It’s great to know that Maya and the team were able to assist you in finding your new home. Thank you for your kind words and trust in us! Enjoy your new space!
5/5
TrustpilotThank for Katheeine Ma
I would like to extend my heartfelt thanks to Katherine Ma for her invaluable assistance in locating my dream home. Her service throughout the entire process was exceptionally warm, patient, and attentive, as she listened carefully to my requirements and made every effort to fulfill them. I truly appreciate her dedication and hard work！
Hi Wang, thank you for taking the time to write great review. We are so glad Katherine Ma was patient and attentive. We hope you love your new home and should need anything else, we will be happy to help.
5/5
TrustpilotSynika has been absolutely incredible!
Working with Synika at Chestertons has been a real delight! Synika's been an absolute gem throughout my renting journey, making everything feel like a breeze. She's always kept in touch, making sure I was up to speed with everything. Whenever any issues or problems popped up, Synika was right there, ready to help. Thanks for being such a star!
Hi Danielle, thank you for taking the time to leave this review for Synika. We're happy to hear she made your renting journey a breeze and was on hand whenever you needed something. If you need anything else, please do let us know. Wishing you all the best!
5/5
TrustpilotOlympia Grigoropoulou from Property…
Olympia Grigoropoulou from Property Management was extremely helpful, kind and patient. I recently moved into a new flat that she managed and she promptly responded to all emails and requests. I would definitely recommend her as a property manager as she took all my concerns into account as a tenant.
Hi Laila, thank you for your review and sharing your experience with Olympia. Wishing you all the best in your new home!
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