Chestertons Richmond reviews in Richmond upon Thames

★★★★★ 1/5

Trustpilot

If I could give minus 100 stars I would…

If I could give minus 100 stars I would . Chestertons Richmond together with their property management colleagues and landlord made our life a living nightmare throughout a tenancy of almost 18 months which I was forced to end . Despite Renting a premium property with a very high rent I had continuous problems with the property culminating with almost 2 months of leaking from the en-suite shower to a downstairs room which was literally left without being repaired . My 79 year old mother who had use of the shower had to go to the top floor to shower leaving her out of breath due to being asthmatic. I have been bullied and lied to by both Chestertons and the landlord who has been absolutely negligent and mean spirited throughout . From the first day we moved into the house we had problems with the plumbing and electrics . From blocked WC’s, leaking windows, short circuits , the fuse box needing to be changed . Dryer and washing machine that didn’t work which had to be replaced leaving us to have our laundry done externally . House was not professionally cleaned . There was urine on one of the toilet seats . Gravel on kitchen floor . The oven smoked upon first use . The carbon monoxide alarms were all without batteries and not checked . Lights in the bathroom had to be disconnected permanently due to being hazardous . Months to fix a curtain rail which was hanging on two 2 tiny screws which would have been fatal if fallen as advised by the person who finally came to fix them months later . Months to fix lights in master bedroom which were short circuiting. No insulation throughout the whole house leaving my family and I frozen despite having the heating on . Master shower dripping for months before attempting a cheap fix which resulted in the continuous leaking into a downstairs room leaving puddles . Chestertons and the landlord left the leaking ceiling without any attempt to fix it forcing me to look for alternative accommodation. Initially Refusing to return the rent for March (paid in advance ) just to be difficult. The landlord not responding to any correspondence for weeks forcing me to pay for 2 properties at the same time for her to only return and agree the end of tenancy I had originally requested . Landlord Agreeing to return the deposit and one months rent in full . 🤦🏻‍♀️, but first had the the audacity to ask for evidence of professional clean after the person to whom I handed over the keys said they house was immaculate. After providing the requested invoice for professional cleaning they made another excuse implying the property was not clean . More lies and manipulation of the truth . Forcing me to instruct lawyers which they blatantly ignored with responses being from the person who books plumbers. The final nail in the coffin being the present time , almost one month after I handed the keys back to them they are feeling so entitled that I am being blackmailed with regards to returning the deposit and rent which they originally agreed to return . The blackmail being putting a condition on returning monies that are legally and rightfully mine :- Email from Chestertons :- ‘Good afternoon I am writing in response to your query below, we are just in the process of confirming with the landlord that the deposit monies will be returned in full to the tenant and also the overpaid rent for the period 01/03-29/03. Once we have this in place we can confirm that the offer that has been made is in full and final settlement of the claim. The landlord will be agreeing to this on the basis that this brings this matter to a close and she will not be willing to enter into any further discussions relating to this. Kind regards’ Using my deposit and one months rent towards settlement of the claim I have made against them for negligence and emotional distress during the 18 months where my family and I did not have the chance to live in the rental property in peace and without disturbance as we were legally entitled to . I must not forget the pigeon infestation to the side of the house the landlord refused to deal with unless I paid half the costs . Something that was not my responsibility and once again we were not able to use the side of the house nor open upstairs window due to the mounds of pigeon excretions everywhere with the pigeons nesting inside the outside wall of the house . The dilapidated garden shed was also full of black bags of rubbish rendering the floor mouldy . Short circuit set off by the light switch in the room with leaking ceiling again on the day I handed over the keys leaving front of house in darkness . I am absolutely dismayed and disgusted as to how on earth can you Chestertons resort to such dirty tactics and allow a landlord to be so brutally negligent yet still consider yourselves to be without any responsibility ?!!

LS · 22 March 2023

★★★★★ 5/5

Google

Lucas from Chestertons must be the most saintly patient entamd lovely agentbjbhave ever dealt with! He never once winced at our indecisiveness and never made us feel bad for viewing the place more than 2-3 times and equally pleasant when we has to day we found out property through another agent! Thank you Lucas. I know who to call next tine I want to buy or rent a property! Silvana x

Silvana · 12 November 2023

★★★★★ 5/5

Trustpilot

I rented a flat with this agency in…

I rented a flat with this agency in 2021 and today was the day for one of the agents to make one of the annual visits. Anson Nyako was amazing! Professional but frendly and willing to answer my questions without hesitation and with a lot of patience and happy to help. I am comfortable knowing that now if I have a problem I will contact him through his email. Communication to arrange this visit was also impeccable. I see that agency standards are rising!! That is great! Because communication is key and Anson Nyako knows that very well!!

Iolanda · 28 February 2023

★★★★★ 5/5

Trustpilot

A great rental experience

I am an international student in the UK. I saw the house I live in online and I like it very much! I tried to contact CHESTERTONS and made an appointment to view the house. They were very efficient and fast, especially Martins, who was very patient in communicating our requirements and terms with the landlord! In the end, the contract was successfully negotiated. Thank you very much to CHESTERONS and Martins!

博皓 · 10 October 2023

★★★★★ 1/5

Trustpilot

Chestertons are the worst of the worst

Chestertons are the worst of the worst. As a tenant, I moved in during lockdown. They never provided me with a check-in report. Over 2 years, i reported many issues which were left unresolved. At the end of the tenancy, they tried to charge me for issues which were present when I moved in (and that had been raised during the tenancy) and refused to provide a response to me challenging individual charges.I had a broken shower for over a month, but they did not care. Due to poor workmanship, it broke again. They then tried to charge me for this, when the original shower was probably 15 years+ old. They made the check-out process difficult and delayed matters, failing to advise me at any point that I only have 3 months to dispute the charges with the TPS. Once I realised negotiations were futile, I was out of time to refer to TPS and they advised me my only option was to take the matter to court. They admitted the person dealing with me was inexperienced and was not following the correct process. That means nothing to me now!I am now left with little option than to issue a claim in the small claims court. PLEASE AVOID THESE SCAMMERS - TENANTS AND LANDLORDS. They show no remorse or willingness to work in good faith to resolve matters. I've rented for many years and never had these type of issues with any other rental agent.UPDATE: I see Chestertons are implying I have not responded to requests for further information. Chestertons provided me with a breakdown of charges are the end of the tenancy. I provided a detailed breakdown in response, with evidence, as to why charges were disputed. That was in October 2022, they failed to respond to this detailed breakdown, with justification and evidence of the fees they were attempting to extort from me. Please do not suggest that it is I who has failed to provide the necessary information to resolve this matter. In addition, it is also worth noting that I made a subject access request and they failed to produce the mid-term inspection report as part of that request, presumably as it supported my position in relation to the disputed charges. I will consider raising this with the ICO in due course.

Dean · 22 February 2023

★★★★★ 1/5

Trustpilot

If I could put 0 stars I would

If I could put 0 stars I would. This agency stole over £1500.00 from my account, as a landlord renting my 1 bed flat with them, I trusted them completely, I never read my statements until I need to submit my tax returns, When I read the statements I discovered my closed balance in December was £1600, and my January opening balance of £20!! where did the closing of Dec disappear to, I called every day and sent emails and I am still waiting for a reply! this is very low for an agency that claims integrity of over 200 years! the agency already takes their fees monthly and when contracts are renewed, so I really don't understand why they did this to me.

A.O · 22 February 2023

★★★★★ 5/5

Trustpilot

Brilliant Service

From the start of my tenancy up until the end the services provided were commendable. Any issue I had was carefully inspected and fixed as soon as I had reported it and the property managers, particularly Patrick Zahara ensured that the property was kept at a good standard. Would definitely recommend them as an agency in the future.

Samra · 18 July 2024

★★★★★ 5/5

Google

Despite having a complicated purchase, our agent Stephen was incredibly patient, persistent and personable. We are very thankful!

Harry · 24 November 2025

★★★★★ 5/5

Trustpilot

Thank 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!

Mohammed · 31 January 2023

★★★★★ 1/5

Trustpilot

DO 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.

Lauren · 5 October 2026

★★★★★ 5/5

Trustpilot

I 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

Monique · 17 July 2026

★★★★★ 5/5

Trustpilot

Thank 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.

Fiona · 19 July 2024

★★★★★ 5/5

Google

We have had a marvellous experience with Chesterton’s Friars Stile Road, Richmond. They sold our flat as soon as it hit the market at a price that was great for us. All the staff were super helpful. A special shout out for Molly Ringland who was always on hand with much appreciated professional expertise. Great recommendations to assist with the moving out process. All in all, we couldn’t be happier.

Rachel · 10 October 2025

★★★★★ 1/5

Trustpilot

Avoid 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.

Suzanne · 2 January 2023

★★★★★ 5/5

Trustpilot

Great 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.

Chloe · 16 September 2024

★★★★★ 5/5

Trustpilot

Shruthi 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!

Sarah · 30 January 2023

★★★★★ 5/5

Trustpilot

Customer 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.

Isabel · 27 December 2024

★★★★★ 5/5

Trustpilot

Great 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.

Lucy · 27 August 2024

★★★★★ 5/5

Trustpilot

Professional 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.

Mrs · 28 October 2024

★★★★★ 5/5

Trustpilot

Great 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.

William · 15 September 2023

★★★★★ 1/5

Trustpilot

Cheated , 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.

Deepak · 11 December 2022

★★★★★ 5/5

Trustpilot

Kacey Naish, Chestertons Vacant Property Management

I worked with Kacey Naish in Chestertons Vacant Property Management team to look after a house which is empty pending sale. The house is too far away for me to visit, and Kacey and the Chestertons team have given me peace of mind, made sure the insurance requirements are satisfied, and helped in every way.

Christine · 27 July 2024

★★★★★ 5/5

Trustpilot

Ravi 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.

SE · 10 November 2022

★★★★★ 1/5

Trustpilot

The 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

Dan · 8 November 2022