Every review we hold for the Romford office, from every platform, shown as written. First names only.
★★★★★ 5/5
GoogleI had an outstanding experience with Hilbery Chaplin while searching for my new home. The team went above and beyond to ensure everything was organised, stress free and handled with genuine care and professionalism throughout the entire process.
Communication was always prompt and clear, which made everything so much smoother. A special thank you to the team, especially Julie and Niamh for their incredible support and kindness throughout the journey. They truly made the transition into my new home feel seamless and effortless.
I highly recommend Hilbery Chaplin to anyone looking for exceptional service and a team that genuinely cares about their clients. Thank you again for such a phenomenal experience!
Lauren · 23 May 2026
Agent replied · 27 May 2026
Thank you so much for your kind review and recommendation. We’re delighted to hear you had such a positive experience with Hilbery Chaplin. Julie and Niamh will be so pleased to hear your lovely feedback. Wishing you all the best in your new home!
★★★★★ 1/5
GoogleMy family and I had an extremely disappointing experience with this rental service. We signed a one-year tenancy agreement starting on November 1, 2024. However, on April 16, 2025, we were suddenly informed that we had two months to move out because the landlord wanted to sell the property. This was completely unexpected and caused us a lot of stress, especially since we have a small child.
We managed to find a new place and moved out on June 1, 2025, right after the contract officially ended on May 31, 2025. We returned the keys on the morning of June 3 after completing the move. Despite this, they charged us £44 per day for the days between the end of the contract and the key return, totaling £133. This charge is extremely unfair considering the move-out process, especially with a child, cannot realistically be done in a single day.
On top of that, they demanded an additional £696 for cleaning fees, even though I thoroughly cleaned the property before leaving. This amount is completely unreasonable and feels like an excuse to take advantage of tenants.
I honestly feel scammed. There was no support or flexibility, only pressure to pay unjustified fees. Moving is already exhausting, but this experience added unnecessary stress and frustration.
I strongly warn others to avoid this service. Don’t let yourself be taken advantage of like we were.
Kien · 29 August 2025
Agent replied · 13 April 2026
We are very sorry to hear that you feel you were not treated in the way you expected. After 130 years in business we pride ourselves on exceptional customer service and don't want anyone to be unhappy with our service.
We fully understand that being asked to move out is stressful but if our client wishes to sell their property, we have to ensure all steps are taken to allow this to happen. I'm sure if you were a landlord and wished/needed to sell your investment property, you would expect us to carry out your instructions in the same way.
Nobody likes extra charges but where a property is not handed back in the same condition that the original inventory showed, extra charges are inevitable. Again, if we were managing your property, you would expect us to do the same, the charges were fully itemised and we felt were justified.
We are sorry you felt the need to give us a 1* review but on this occasion, we don't feel this was a fair reflection of the facts for the reasons given above.
★★★★★ 5/5
GoogleI contracted James a year before we decided to let our property. Upon meeting James I found him to be very genuine and kind. He provided lots of peices of information and advice for landlords. James kept in touch until we were ready to let the property. We had a tight deadline to achieve and his team were all systems go. The ladies that work with James took special care and attention in finding the right tenants to view our property. In the end we had two great tenants who made an offer in the first week of advertising the property. As first time landlords we were apprehensive about the process as our home was newly renovated and we were emotionally invested in the property. James and the team provided reassurance during the whole process. I would like to thank James and the team for their patience. I felt they cared about the property as much as we did.
Isabelle · 29 August 2025
Agent replied · 11 January 2025
Hi Isabelle
Thank you so much for leaving such a positive detailed review for our Lettings team, it really is appreciated.
Thank your for acknowledging James as the Lettings manager, as well as his team that work alongside him.
★★★★★ 5/5
GoogleI’ve had such a positive experience with the lettings team! From start to finish, everyone has been incredibly helpful, friendly and professional. They’ve made what can be quite a stressful process feel so much easier, and have always been quick to respond and keep me updated.
A special thank you to the whole team for being so lovely and supportive throughout the process. I really appreciate all the help and would definitely recommend them to anyone looking for a property!
Beth · 23 August 2026
Agent replied · 21 August 2026
Hi Beth,
Thank you so much for your kind words. We’re delighted to hear that the team made the process smooth and stress-free. It’s been a pleasure helping you, and we really appreciate your recommendation.
★★★★★ 5/5
GoogleI am so glad to rent to my my first marital home from Hilery Chaplin. Moving to Cardiff to London was not an easy decision but the agency made out renting process so easy and smooth. I really appreciate those quick responses, providing all the information and answering all my questions. Niamh and Angela were great! Thank you very much!
Maheen · 13 October 2025
Agent replied · 13 April 2026
Hi Maheen, Thank you for your wonderful feedback for the Lettings team. We're thrilled to have exceeded your expectations in honesty and professionalism. Your recommendation means the world to us, and we look forward to upholding these standards for all our clients. Warmest regards.
★★★★★ 5/5
GoogleI would like to Thank Shannon, Michelle and the team for their fantastic help. I thoroughly recommend Hilbury Chaplin to anyone. Care and attention is key to them. They get back to you promptly and resolve difficult issues effortlessly and efficiently 10/10 everyone!
Sarah
Sarah · 29 November 2025
Agent replied · 28 January 2026
Thank you so much, Sarah. We're delighted to her your kind words about Shannon, Michelle and the team. Providing prompt, attentive support is really important to us, so its great to know this came through. We truly appreciate your 10/10 feedback and your recommendation.
★★★★★ 1/5
GoogleNow l cannot comment on them regarding their Estate Agency practice. However as regards house insurance linked to leases - they are not regulated because they aren't registered with FCA and really ought not to be providing house insurance at all! And linking enforced premium payments direct to them (with no reflection of competitive market rates) is fraudulent entrapment of customer. Should a person continue to pay for insurance through Hilbery-Chaplin Romford - you ARE NOT legally insured .......
Manaid · 14 January 2026
Agent replied · 28 January 2026
Dear Unverified User,
We are able to confirm that we are registered with the RICS Designated Professional Body scheme which is a UK regulatory programme approved by HM Treasury, the UK’s ministry of finance. It enables property management companies who are a member of the RICS (which Hilbery Chaplin is) to be regulated for general insurance distribution activities in the UK, on behalf of the Financial Conduct Authority. As such, we can confirm that we are regulated. We also believe the latter part of your unverified review relates to possibly very old Leases which we are instructed to manage on our client’s behalf. These Leases have clear obligations (a Solicitor can confirm) and we are merely abiding by them. We can confirm that any insurance placed with an insurer through Hilbery Chaplin means that your property is legally insured.
★★★★★ 5/5
GoogleNiamh was the estate agent who dealt with me from the beginning and has been very helpful, attentive and answered any questions I had promptly. Would highly recommend
Georgia · 13 October 2025
Agent replied · 13 April 2026
Hi Georgia, Thank you immensely for your glowing review and for recognizing the dedication of our Lettings team. We pride ourselves on delivering exceptional service. Warm regards
★★★★★ 1/5
GoogleI would strongly advise others ti think twice before using hilbery chaplin letting agency, specifically the Romford branch. Mines and my partners experience has been consistently frustrating due to their poor customer service. Emails and phone calls often went unanswered for days, and when a responses do come in they are vague and unhelpful.
Their handling of tenant vetting process was equally as frustrating. It was very disorganised and invasive, with requests for excessive documentation but little communication about what was actually required or why (every time they asked us for more documentation and information we happily obliged) rather than feeling supported.
Due to their inconsistent and poor communication we actually ended up losing a property we were told we had, this left us almost homeless with a van full of our belongings as we had to move out of our old place with the promise of having the vetting process complete and keys in our hand ready to move in. This clearly was not the case, not to mention they were still holding our deposit, which meant we were clueless and stuck.
What should have been a straightforward process was turned into a nightmare!
If you value clear communication and professional handling of deposits and applications i highly suggest going elsewhere. If 0 stars was an option i would have chosen that!
Elvin · 29 August 2025
Agent replied · 13 April 2026
We are so sorry to hear you feel you have had a poor experience with our team. We never want anyone to be dissatisfied with our service as after 130 years of dedicated service we pride ourselves on exceptional customer service as our numerous 5* reviews show.
We do fully understand that the referencing process can be stressful but we are governed by strict rules that mean all information requested has to be provided and unfortunately despite numerous requests you were unable to provide the information requested. We were left with no option other than to discontinue the process with you and we are very sorry that this was the ultimate outcome.
★★★★★ 5/5
GoogleExcellent service over a number of years and different properties. Prompt replies to any concerns. Jocie was extremely helpful and courteous.
Jane · 13 October 2025
Agent replied · 13 April 2026
Hi Jane
Thank you for your 5-star positive feedback for our Property Management team especially Jocie, it is very much appreciated.
Thanks
★★★★★ 5/5
GoogleGreat customer service and kind, everything been explained through detail, the only issue was a there was few delays with moving into the propriety but apart from that everything been amazing!
Beatrice · 25 July 2026
Agent replied · 5 August 2026
Thank you for your kind review. We're glad you had a great experience with our customer service and that everything was clearly explained. We appreciate your patience with the delays and hope you enjoy your new home!
★★★★★ 5/5
GoogleOur experience with Hilbery Chaplin has been great so far! Very easy to communicate with. Very friendly, quick responses to emails and phone calls and overall extremely helpful with everything we’ve needed so far.
The entire move in process has been easy going! The gift box with some freebies in on move in day was a lovely touch too :)
Tia · 16 November 2025
Agent replied · 13 April 2026
Hi Tia,
Thank you for your lovely review for our Lettings team. We're so glad you found the team helpful and the move-in process easy. Enjoy settling into your new home!
★★★★★ 5/5
Google⭐️⭐️⭐️⭐️⭐️
I’ve had a really good experience renting through Hilbery Chaplin. The team have always been friendly, professional, and quick to respond whenever I’ve had a question or needed something sorted. Everything from the move-in process to ongoing communication has been smooth and straightforward. I’d happily recommend them to anyone looking to rent through a reliable letting agent.
Paul · 23 November 2025
Agent replied · 28 January 2026
Hi Paul, thank you for taking the time to share your experience. We are so pleased you have been happy with the service and communication from our Lettings team.
★★★★★ 5/5
GoogleAmazing team, well looked after us for 8 years! Superb. Sadly my landlord went for some crap estate agent and we got just kicked out from the place because of how greed that new estate agent was by increasing rent by 50% on spot
Marius · 13 March 2026
Agent replied · 13 April 2026
Thank you so much for your kind words and for being with us for 8 years, it really means a lot.
We’re very sorry to hear about your recent experience; that must have been incredibly frustrating. We truly wish you all the best moving forward, and we’re always here if you need us again.
★★★★★ 5/5
GoogleGreat letting agent. Been with them since 2007. They liaise with the property management of the block of flats where my property is in order to solve problems. The most stress free experience, almost dont have to do anything except read inspection reports, sign tenancy agreement and say which quote I want to take up if any work needs doing. HIghly recommend them.
Doris · 29 August 2025
Agent replied · 11 January 2025
Thank you so much for your lovely feedback for our Property Management department. It is really appreciated by the whole team that their hard work and efforts are noticed.
★★★★★ 5/5
GoogleThe letting team at Hilbery Chaplin have been incredible and made the process stress free. A special thanks to Danielle and James who have gone above and beyond to help.
Jodie · 18 December 2024
Agent replied · 23 December 2024
Hi Jodie
Thank you for leaving our Lettings team positive feedback, it is very much appreciated.
★★★★★ 5/5
GoogleVery good letting agent who have always responded promptly to any messages I have sent through. For repairs, I generally contact my landlord directly, however, I'm sure Hilbery Chaplin would be efficient in taking a course of action if I reported directly to them.
Tonia · 29 November 2025
Agent replied · 28 January 2026
Thank you for your kind feedback and for taking the time to share your experience. We're really pleased to hear that you've found our team responsive and easy to communicate with. Should you ever need our assistance directly, we'll always be happy to help and ensure everything is dealt with promptly.
★★★★★ 5/5
GoogleGreat experience with the lettings team - spoke to James and Danielle on different occasions and both really helpful.
Kim · 18 December 2024
Agent replied · 23 December 2024
Hi Kim
Thank you for the 5 star feedback for our Lettings team, especially James & Danielle.
★★★★★ 5/5
GoogleThe team have managed my properties for many years, and for good reason, as I believe they offer a great service, and value for money. They are professional, friendy, responsive, experienced and understand the local market very well. Would highly recommend.
Pravin · 13 September 2025
Agent replied · 13 April 2026
Hi Pravin
Thank you for your positive 5-star review for our Lettings and Management teams, it really is appreciated.
We shall continue to provide you with 5-star service.
★★★★★ 5/5
GoogleHilbery Chaplin have been dealing with our rental properties for over 20 years. We have always received a professional friendly service. Danielle has always been happy to help and very informative and is a credit to the company.
I always recommend Hilbery Chaplin
John · 13 August 2025
Agent replied · 13 April 2026
Hi John
Thank you for your wonderful feedback for our Lettings team, especially Danielle. It really is appreciated.
Kind regards
★★★★★ 5/5
GoogleSuch a lovely experience from viewing to moving in. The whole team responded quickly and were very patient - answering any questions that I had.
Would definitely use again in the future.
Tammy · 16 November 2025
Agent replied · 28 January 2026
Thank you so much for your lovely feedback! We're delighted to hear you had such a positive experience from viewing through to moving in. Its great to know the team were able to support you throughout the process. Wishing you all the best in your new home, and we'd be happy to help again in the future.
★★★★★ 5/5
GoogleI have dealt with Hilbery Chaplin for many years and had a positive experience with the team. Professional, helpful and friendly. I would highly recommend to others.
Nicola · 29 November 2025
Agent replied · 28 January 2026
Thank you for your kind review. We're delighted to hear you've consistently positive experiences with our team over the years.
★★★★★ 5/5
GoogleVery helpful, will definitely recommend
Matilda · 23 May 2026
Agent replied · 27 May 2026
Thank you for your kind words and recommendation. We’re so pleased to hear you found the team at Hilbery Chaplin helpful, and we truly appreciate your support!
★★★★★ 5/5
GoogleThis is the first time I've used a letting agency to 'let' one of my properties and also to manage it. I cannot praise Dan and his team more for their professionalism from start to finish.
As a Landlord getting the right tenant is paramount and the process Hilbery Chaplin used was so thorough and fast that my property was occupied and rented to the right person within weeks.
I cannot recommend Dan and Hilbery Chaplin enough and will be moving my portfolio their way over the next year or 2.
Thanks again.
Chris · 6 September 2021
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.
