Trusted Agent profile · Richmond upon Thames
★★★★★
1,856 reviews across 2 platforms
306 Sandycombe Road, Kew, TW9 3NG, Richmond upon Thames, TW9 3NG
Chestertons's office in Richmond upon Thames, at 306 Sandycombe Road, is rated 4.5 out of 5 across 1,856 reviews on two platforms, including 122 Google reviews rated 4.7.
Every review we hold for the Richmond upon Thames office, from every platform, shown as written. First names only.
5/5
TrustpilotGood experience on the rental side
I dealt with Christie Nguyen who is very efficient and proactive.
Thanks for the fantastic feedback, KD! We're thrilled to hear that Christie provided you with efficient and proactive service. Our team strives to deliver the best experience, and it’s great to know we're hitting the mark. We appreciate your support!
5/5
TrustpilotEfficient contract Renewal
Ms Orchid Ho assisted us through the contract renewal process. She liaised with the landlord for us. Communications were done clearly and professionally. We're happy for the experience.
Thank you for sharing your positive experience, Joyce! We're thrilled to hear that Ms. Orchid Ho provided clear and professional assistance during your contract renewal. Your satisfaction is our priority, and we appreciate your kind words!
5/5
TrustpilotShanze got it done!
Shanze was on game for getting stuff sorted. She was quick to respond & did as promised. Problem with smoke alarm in flat solved.
Thank you for your fantastic feedback! We're thrilled to hear that Shanze provided quick and effective support. Your satisfaction is our priority, and we're glad to have resolved the issue for you. Looking forward to assisting you again in the future!
5/5
GoogleBramley was extremely helpful throughout the rather complex process of my sale. He kept me continually updated and was very prompt at answering my many questions. The sale was successfully completed yesterday. Thank you Bramley!
Thank you, Judith! We're thrilled to hear about your positive experience with Bramley. Keeping our clients informed and supported is our top priority. Congratulations on your successful sale!
5/5
TrustpilotExcellent service
I have rented my flat out with Chestertons/James Pendleton for a number of years. Their property manager Sam is outstanding and has made renting the flat out very straightforward. He is brilliant at managing problems or sorting things out if they go wrong at the property - always very quick to respond and works hard to ensure that I pay a reasonable but not extortionate amount for products and services if required.The wider lettings team are usually very responsive and quick to sort out marketing material, contracts etc when there is a change in tenants.
Hi Sarah, thank you for taking the time to leave a review. We're delighted to hear that you have been a landlord with us for a number of years and look forward to assisting you for many years to come!
5/5
TrustpilotFast and easy
It was my second time reaching out to Chestertons for assistance about the property which turns out to be fast and efficient about solving any queries and issues. I am with Cheneal first on the phone who assisted me to my queries, later on Karen reached on me too through whatsapp then followed by Elaine my property manager through another phone call.
Thank you for your fantastic feedback, Karl! We're thrilled to hear about your positive experiences with Cheneal, Karen, and Elaine. Our team strives for efficiency and great service, and your appreciation means a lot, thank you!
5/5
TrustpilotI am really really delighted at Amy's…
I am really really delighted at Amy's customer service and support and care. She is very professional, she showed us a property yesterday and my colleague and I were amazed at her wonderful manners. She is patient, has eloquent English, she explains everything thoroughly, we could write an essay to express our content in being so well served by Amy. Lovely girl, she deserves success in her career. Thank you Amy Tanzer. You made our day. 😀
Hi Helga, thank you for taking the time to leave a review for Amy. We're thrilled to hear that you had such a positive experience with her throughout your viewing process. Should you need anything else, please do let us know!
5/5
TrustpilotI wish to express my deep gratitude to Niema Latif
I wish to express my deep gratitude to Niema Latif, Associate Tenancy Consultant Renewals, for her amazing support throughout all years of my tenancy. Niema's professional support, true kindness, prompt assistance and thoughtful advice have been remarkable and truly commendable. I've felt in very safe hands all these years. I highly recommend Niema for her professionalism, efficiency and kindness, you are very lucky to have her in your team
Hi,Thank you for taking the time to write such a great review. We are so glad Niema was helpful throughout the process. Thank you for renewing and best wishes.
5/5
TrustpilotPositive experience with property management
We have had the most excellent experience with Ryan Briggs at Chestertons who is our property manager. He is very solutions focused and a pleasure to deal with. Thank you Ryan.
Thank you, Camilla! We're thrilled to hear about your excellent experience with Ryan. Our team strives to provide top-notch service, and it's great to know that Ryan's solutions-focused approach made a positive impact. We appreciate your feedback!
5/5
TrustpilotThank you Christie Nguyen at Chesterons
Christie Nguyen at Chesterons has been so helpful when dealing with a hob replacement and gas safety check. Thank you, Christie.
We’re thrilled to hear about your positive experience with Christie! Our team is dedicated to providing excellent service, and it’s great to know she made a difference for you. Thank you for sharing your feedback!
5/5
TrustpilotConfident professional letting service
I've been using Chestertons as my letting agency for some 4 years now. I am happy with the services. They make sure I follow the rules and legislations, sort all property management out, deal with the tenants for me etc. Meaning that I do not need to lift a finger ever really.My new property manager Michell Vasquez is forthcoming, easy to communicate with, fast at responding and generally professional.
Hi Sarah, thank you for taking the time to leave a great review. Its great to read how Michell is forthcoming, easy to communicate and professional. If you need anything else, we are happy to help.
1/5
TrustpilotIf I could leave 0 stars I would.... Landlords be VERY careful
If I could leave 0 stars I would. As a landlord I could never recommend their rental department. Chesterton's take high fees, provide little to no service and worst of all - hide things in the small print. Even though I moved agents (as Chestertons were sadly so bad) they are still demanding an annual fee (and it is not small) until my tenants move out. Even though they are no longer managing the property (and lets be honest, did very little management even when they were) they can still take the money due to their hidden clause. This was deliberately not pointed out to me. They are unfortunately very underhand.
5/5
TrustpilotGreat renewal process!
I've been working with Orchid at Chestertons on our tenancy renewal and had a great experience. She took the time to run through our objectives beforehand and we ended up with exactly what we were looking for. Friendly, effective and very responsive ... happy to recommend Orchid to others!
Thank you, James! We're thrilled to hear about your positive experience with Orchid. It's great to know she was able to meet your objectives effectively and with a friendly touch. Your recommendation means a lot to us!
1/5
TrustpilotLettings
Update: the next day they said property is ready and that we should sign the contract to start tenancy on the same day, 1 hour after we signed, they said landlord planned carpet fitting in 1.5 week after move in date! Tenancy -Kew branch: Very disappointing and unprofessional experience with Chestertons. Our agreed move-in date was delayed by repeated referencing requests and poor coordination, with the delays unfairly blamed on us. After confirming a new move-in date and collecting the full rent and deposit, they informed us just two hours later that the property was not ready due to a missing gas safety certificate. This left us without accommodation, facing additional storage and temporary housing costs. Communication was extremely poor, including an agent hanging up on my partner when he raised concerns. A stressful experience showing dishonesty , a serious lack of organisation and accountability.
1/5
TrustpilotWould not use Chestertons again
Would not use Chestertons again. Very bad experience. Lack of transparency, fees and costs. Found them unprofessional in not taking responsibility for their own mistakes, subsequently costing me more money, as a landlord. Will not be providing Chestertons with any further business, with any of my properties in sales or rentals after this very disappointing, dishonest experience.
We're truly sorry to hear about your experience, Louisa. Transparency and professionalism are core values for us, and we appreciate your feedback. We take your concerns seriously and are committed to improving our services. Thank you for sharing your thoughts.
5/5
TrustpilotThank you Saskia and Gemryan
Saskia is really professional and helpful. She helped me to take a video of my preferred house and explained everything about the property specifically. I am so grateful to have rented this house successfully. At the same time, she is kind-hearted as she helps my moving company to open the door without any hesitation. I want to thank her 100 times.Additionally, I also want to thank Gemryan. He is always patient and listens to me even though my English is not fluent. Thank you, all my friends.
Hi Xiaoyu, thank you for your review and congratulations on your new home. It was a pleasure to have found you the perfect property and assisted you throughout the process. Wishing you all the best!
1/5
TrustpilotMy recent dealings with Chestertons…
My recent dealings with Chestertons were an absolute shambles! I needed to renew the current tenancy agreement ant the end of June and was advised it was in my best interests to form a new agreement rather than roll on the existing one. Because flat is in my recently deceased husbands name, I was asked to forward a copy of his will with details of the executors. I duly sent this , then was asked for a death certificate, then later a letter from a solicitor, which I didn’t feel was necessary as probate had been granted. I was then asked for the probate certificate which was duly sent. When I queried why the rent hadn’t been put into the bank account I was told we needed a new gas safety certificate which I immediately organised. I still didn’t receive the rent which the tenant had paid to Chestertons on 29th June and it was now nearly mid July. I eventually was put through to the accounts department after promises from different other operatives to chase up and sort out the problem which didn’t materialise.The accounts department were helpful and paid the money within 48 hours.Why couldn’t the relevant departments ask for all the documents needed at the same time instead of each time I rang to see why there was no progress?I really didn’t need all this hassle whilst coping with the recent loss of my husband.To make matters worse, I was then told you didn’t hold a current EICR certificate. Again I had to research and found the certificate was still in date . I relayed this information , but yet again was asked to forward a copy because there wasn’t one on the file. Why was the onus on me when there was obviously some departmental error?Just to cap it all I have now been issued with an invoiceasking for your whole years charges up front which I don’t have the funds for and you don’t accept credit card payments.As the July rent was paid net of your charges I assumed this was how it would be paid going forward.I now feel I just want to put the flat on the market as soon as possible so I don’t have to deal with any more issues like this.Marian Walker
Dear Mrs Walker, firstly please accept our sincere condolences for the loss of your husband. We have had time to review the file and we can see that there were additional documents that we legally required in order to complete the renewal of the Tenancy. Unfortunately when there is a death of a Landlord, we do have complete our due diligence checks as well as ensuring all the safety compliance documents are up to date. We are very sorry that this caused you unnecessary upset, this was never our intention.With regards to the fees charged, we have checked this with the accounts team and they have confirmed that these have been deduced in accordance with our Terms of Business; although on this occasion, it’s been invoiced monthly and deducted from the rent received and not in advance as you have advised. We would be very happy to have a further discussion regarding this to explain the statement if required.If you would like to discuss further, please do reach out to us and we can assist you wherever possible.
4/5
TrustpilotChestertons for tenancy management
I have used Chestertons for finding tenants for my property, and managing the tenancy and property maintenance issues. They have served me well for a number of years. They always acted well particularly with end of tenancy matters and timely action to find new tenants. They have also been able to deal with new tenants snag list in a reasonable manner.I have always been allocated a dedicated property manager manager. My current manager Shakil Khan has been able to handle a number of maintenance issues involving several suppliers to my satisfaction. The other benefit of using Chestertons is that they have a number of staff who can quickly step in to cover leave absences etc for the dedicated team.
Hi Tejhunjan, thank you for your review. We're thrilled to hear that you've had a positive experience with us over the years and it's great to know that Shakil has been on hand to handle any maintenance issues that have arisen. If you need anything else, please let us know. Wishing you all the best!
5/5
TrustpilotExcellent service from Catherine Whaley
I have been working with Catherine Whaley, my Senior Property Manager at Chestertons, and I couldn't be more satisfied with the level of service and support she has provided. Catherine has consistently demonstrated professionalism, responsiveness, and a genuine concern for resolving issues promptly. Whether it's a blocked sink or a malfunctioning freezer, she ensures that the right contractors are arranged quickly, minimizing any inconvenience. Her dedication to providing excellent service has made a significant positive impact on our living experience.I highly recommend Catherine for her outstanding property management skills and her unwavering commitment to her clients. Thank you, Catherine, for all your hard work and support!Best regards, Amir
Hi Amir, thank you for taking the time to write such a great review. Its great to read how satisfied you are with Catherine and that she is dedicated to providing an excellent service. We really appreciate the support and kind words. If you need anything else, we will be happy to help.
5/5
TrustpilotVanessa at Chestertons is amazing!
Vanessa Newman-Wright, who manages the property on behalf of the landlord, has been amazing. Over the last year, both our washing machine and fridge have required replacing, and Vanessa has followed up with the landlord on both occasions promptly, causing us minimal disruption. Vanessa also recommended some additional works in the house after an inspection, which again was completed quickly. Vanessa was put in charge of the property we rent approximately six months into the tenancy. Since then, our experience with Chestertons has been great.
Hi Ashish, thank you for your kind review. It makes us happy to read that Vanessa has been on hand throughout your tenancy, resolving issues and promptly assisting where required. 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
TrustpilotGreat experience with Christie N.
Christie N. was extremely helpful, responsive and efficient throughout my stay at Fernlea Road, and always made sure that any questions or requests were addressed promptly. She was friendly, professional and accommodating from the beginning of my stay through to check-out, and I really appreciated all her help in making the process so easy.
Thank you for your fantastic feedback, MarÃa! We're thrilled to hear that Christie provided such excellent service and made your stay enjoyable. We strive to ensure our tenants have a seamless experience, and it's great to know we succeeded with you! Your kind words mean a lot to us.
5/5
TrustpilotProfessional, polite / courteous and quick
Just completed a lease renewal with one of their senior consultants (Niema Latif).Been dealing with Chestertons the last several years as they handle my lease. But can say on hand on heart that this was by far one of the quickest, most polite and professional renewals I have had. Niema was very quick to respond, very polite and extremely professional; my questions / concerns were communicated to the landlord swiftly and correctly and all was completed in a very short time.So a definite thumbs-up from me.
Hi there, congratulations on your lease renewal and thank you for taking the time to provide us with this feedback. Should you need anything else, please do not hesitate to contact Niema and the team, they'll be happy to help!
5/5
TrustpilotSharon has been incredibly…
Sharon has been incredibly knowledgeable and helpful while we navigate changes in the renters' market. She has consistently been prompt with her support and communication: thank you.
Thank you, Adina! We're thrilled to hear that Sharon provided you with such knowledgeable and prompt support during your experience. We appreciate your feedback and are here to help you navigate the renters' market anytime!
1/5
TrustpilotPotential Scam, Do NOT Use This Agency!
I have dealt with five different landlords and agencies in the last eight years, and I can say this has been the most traumatic experience.When we went to see the property, the flat was full of boxes and suitcases, and the agent said everything would be repainted, repaired, and deep cleaned before the new tenant moved in, as they had one week to do this from the end of the former tenancy to our start date.As they had really good comments on Google and here, we believed they were a serious agency.After we showed our interest, the agent almost harassed me to pay the holding deposit without sending me any conditions or a contract draft. In the end and after received the draft, we paid, and then I had to chase him to close the deal. (Mitchell)We also had some drama and miscommunication regarding collecting the keys. I agreed he would leave them with the concierge, but then the agency expected me to go to their office to get them because the agent was on holiday. In the end, they managed to send someone to give me the keys, and he was so nice that even though it was not his deal, he was there waiting for me.so i received the keys in the parking area, without inventory and no one to come with me and check the flat. When I went into the flat, I found an absolute disaster. Everything was filthy. The dishwasher had a pond at the bottom, and it looked like it had overflowed because I even found a piece of cooked pasta stuck to the floor and the dishwasher. I opened the washing machine assuming it was empty, and water flooded the kitchen. Most of the furniture was broken.I reported this to the agency immediately on a Friday, and they replied only with what they wanted. For example, they suggested I could clean the filters in the washing machine or order keys from Amazon to get access to the meter readers, but ignore everything else. Even, ehen i have request a visit twice. I've spent three nights in the flat, and I already need to spend a day waiting for the engineer to check the washing machine. And here I am, still waiting for answers to all the other problems.All this drama for a flat in Battersea for £2300, so it's not like I found a bargain.i think they paid for those positives reviews
Dear Rosana,We are very sorry to hear of the issues you have faced with the property since the beginning of your tenancy. Please be advised we take all complaints very seriously and are looking in to this matter with urgency, internally. We understand you are currently speaking with our Property Management team and some of the above issues have been rectified. They will do their best to resolve the remaining issues you have faced with the property, since starting your tenancy.Please further be advised James Pendleton reviews are completely independent, left by our clients following services we have provided to them.
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Chestertons's Richmond upon Thames office has 1,856 reviews across two platforms: 122 on Google, 1,734 on Trustpilot (across the whole business).
Chestertons Kew is rated 4.5 out of 5 across all 1,856 reviews, and 4.7 out of 5 on Google from 122 reviews.
Chestertons Kew, 306 Sandycombe Road, Kew, TW9 3NG, Richmond upon Thames, TW9 3NG.
