Chancellors Lightwater reviews in Surrey Heath

★★★★★ 1/5

Trustpilot

Extremely poor property management and communication

Our experience as tenants with Chancellors/LRG’s property management team has been extremely disappointing. Throughout our tenancy, we have repeatedly had to chase for basic updates and for issues to be progressed. The most significant example was our allocated parking space, which is expressly included in our tenancy agreement. We were unable to use it for a prolonged period because of problems with the communal car lift, while continuing to pay our full rent. Despite repeatedly asking about alternative parking and compensation, we struggled to get a substantive response. We also had outstanding works to a bedroom wall that had been discussed before our tenancy began. Again, this required repeated chasing before meaningful action was taken. Eventually we felt we had no option but to make a formal complaint. What is particularly frustrating is that LRG’s own final complaint response acknowledges shortcomings in its communication, that we repeatedly had to contact the property management team, and that our correspondence had not received the appropriate attention. After all of this, LRG offered £100 in “full and final settlement” for its service and communication failures, while simultaneously confirming that the separate question of compensation for the loss of our contracted parking space is still awaiting a decision from the landlord. Problems can happen in any property, and we understand that not everything is within a letting agent’s direct control. Our issue is how those problems have been managed. Tenants should not have to repeatedly chase simply to receive updates or get outstanding matters progressed. Based on our experience, the property management service and communication have fallen well below the standard we expected.

Maneesha · 11 September 2026

★★★★★ 2/5

Trustpilot

The frustrating experience of dealing…

The frustrating experience of dealing with a tenant who hadn’t paid rent for 4 months and an accounting team who hadn’t chased the debt, contacted the guarantor or provided an account statement during the period. I was most frustrated when calling the area office. However, Rebecca answered my call and listened to my issues, heard my frustration and took the time to agree a course of action. Not only did she accurately outline the situation, advise what steps she would take to gather the information and committed to contacting me with updates. To be called back with an update was most refreshing and unusual having previously left more than 5 messages for a manager and not receiving a call back.

Sarah · 10 September 2026

★★★★★ 5/5

Trustpilot

Outstanding service from start to…

Outstanding service from start to finish. I am writing to share our excellent experience with Jamie from Chancellors London during our recent property purchase. Despite a very complicated situation on the seller's side, Jamie guided us through the entire process with utmost professionalism. His responsiveness was exceptional; he was always available to answer our calls and messages, calm our anxieties, and signpost the next steps to keep things moving swiftly. We felt fully heard and completely safe in the hands of an expert who values due diligence. We are now happily moved in and highly commend Jamie's work.

S · 31 August 2026

★★★★★ 5/5

Trustpilot

Great experience!

I consistently have great experience from the Chancellors. Property management professional, friendly are effective in their communication. Evelina is proactive, collaborative and makes renting stress-free.

Tarek · 20 February 2026

★★★★★ 5/5

Trustpilot

Excellent experience

We had an excellent experience with Chancellors. Daniel Wise was always present, responsive and incredibly supportive throughout the process. Thank you for the great service!

Fabio · 2 October 2026

★★★★★ 5/5

Trustpilot

Great service

Charlotte has been extremely polite professional and helpful

Phil · 17 June 2026

★★★★★ 5/5

Trustpilot

Positive experience throughout

Aisha was timely, honest, informative, helpful, etc.

Mr · 16 June 2026

★★★★★ 5/5

Trustpilot

Hannah has been brilliant

Hannah has been brilliant from booking the viewing in, showing us around the property and had answers to all of our questions and help with a complex application

Consumer · 27 August 2026

★★★★★ 5/5

Google

Holly and her team at Chancellors Lightwater office handled our house purchase 8 years ago when we moved into the village and subsequently, our recent sale of the same property. On both occasions all administrations were carried out very professionally and without delay. We were kept informed of all developments promptly and always had the impression that our sale/purchase was important to them, as well as us. We cannot recommend them highly enough. If only all estate agents were like this ! Finally, a big shout to Michelle and Kashan who took care of all the viewings and were always very polite and knowledgeable about the property.. and importantly were also very easily contactable for appointment times etc. If you choose Chancellors’s in Lightwater for your sale or purchase you will not be disappointed. Tim and Debbie Ryan

Debbie · 29 January 2024

★★★★★ 5/5

Trustpilot

Good property manager helps

Chancellors can sometimes be slow when dealing with maintenance requests from tenants, and sometimes require repeat chasing up. But having a good property manager really helps. I was dealing with Coco Robert-Squire who was efficient and proactive in sorting out my maintenance issues in the rented property, and got the issues resolved pretty quickly.

Mr · 15 June 2026

★★★★★ 5/5

Trustpilot

Jessica was so helpful in my house…

Jessica was so helpful in my house buying process and made it go as smoothly as possible. We will 100% contact her for help in future.

Alice · 4 September 2026

★★★★★ 5/5

Trustpilot

Excellent service

Well, What can I say about Rakesh Jethwa. He has been an absolute star and amazing in his service, since giving an evaluation on my property right through to getting offers. He is so personable, makes you feel like family. He has helped in troubled tenants and advised and assisted in every eventuality. I would give him 6 Stars if I could. No doubt he will always assist any new vendors who want to put their property for sale. I would not have been were I am without his help. He will be appreciated always and I thank him for his service and this includes Courtney Kennedy in the after sales office, who has been a tremendous help too. I thank the entire Chancellors office for their help and support. With kindest and respected regards.

Miss · 21 October 2025

★★★★★ 5/5

Google

We decided to sell our property with Chancellors a few months ago and the experience from start to where we are now, where we finally had a really good offer that we accepted, has been amazing. Holly and the entire team have been really supportive, communicative, providing really good advice and kept us up to date the entire time. We were able to follow the market based on the advice that we were given. We had regular updates, consistent communication and all that was done around our time; I appreciate that we weren’t always easy to reach but Chancellors always kept trying. We are extremely excited that we’ve finally had an offer that we accepted and can proceed into the final stages and would definitely choose Chancellors again if we had to sell or even buy. Thank you so much! Edited 01/08/23 - The original sale had fallen through due to being in a chain and one of the parties being unable to commit, the team did their best to re-market the house and we are now proceeding with a no chain buyer and hoping to complete as soon as humanly possible. This was great work done by Holly and the team.

Jasmin · 10 November 2023

★★★★★ 5/5

Trustpilot

Above and Beyond at Every Step

We can’t thank Kirsty and Jordan enough for everything they did in helping us sell our house and buy our new one. Honestly, at this point we’re surprised they didn’t start charging us rent for how often we popped into the office… I’m sure they saw us walking up the street and thought, “Ah yes, our part-time colleagues have arrived.”

Mr · 22 November 2025

★★★★★ 5/5

Trustpilot

Odeta was very helpful bright and…

Odeta was very helpful bright and cheerful, went out of the way to help

James · 18 March 2026

★★★★★ 5/5

Google

Though Cameron was "new" to the post of Sales Negotiator he showed a great deal of confidence if a little shy..He was polite and articulate and responded to my quizing questions truthfully if he did not know the answers he would get them.Overall, he is a credit to Chancellors and a very likable youg man. There was a problem when we visited a property in West End when the office had provided him with the wrong keys for access to the bungalow !!Very awkward for him but he bounced back and we carried on to the next visit.

Christopher · 26 October 2023

★★★★★ 1/5

Google

As a potential buyer, I can definitely state that the experience dealing with Chancellors Lightwater has been horrendous - we are involved with many different estate agencies as part of our House search and we've never been even close to such a low level of customer relationship. * A property visit booked and noone shows up for it - thank you we live 30 min drive away. * Another visit booked and agent is 15 min late - barely any apologies. * Not using email communications despite repeated requests to do so (too busy at work to answer every estate agent phone call). * Keep calling on the phone and leaving messages / email as "do urgently need to speak to you" while there is nothing urgent. * Can not make an offer without solicitor details - which is non-standard. Says it's because of "id checks" that are not needed anywhere else / shouldn't need a solicitor. * Tries to force-sell own solicitor service. * System doesn't let them book an offer without solicitor details.

Lionel · 26 October 2023

★★★★★ 1/5

Google

On the 25th January 2022, our offer was excepted and we instructed our solicitor. Everything was proceeding well to the point of exchange. When the seller revealed that he had not found anywhere else to buy. We waited and waited, all the time phoning chancellors to try and find out what was happening. Finally our solicitor had enough and sent us a bill for all the work that he had done. Following a phone call from Matt 6 weeks ago , who asked what was happening and did we want to pull out. To which we said no. Today we have received an email saying that the seller no longer accepts our offer and upon going on Google , we find the property back up for sale. Upon contacting Matt , he told us that the seller is going to stay put for another year. So if you want to waste money on a solicitor and all the relevant searches and not buy a house . Then I recommend Chancellors otherwise I would go elsewhere.

Sharon · 26 October 2023

★★★★★ 5/5

Google

We decided to sell our property with Chancellors a few months ago and the experience from start to where we are now, where we finally had a really good offer that we accepted, has been amazing. Holly and the entire team have been really supportive, communicative, providing really good advice and kept us up to date the entire time. We were able to follow the market based on the advice that we were given. We had regular updates, consistent communication and all that was done around our time; I appreciate that we weren’t always easy to reach but Chancellors always kept trying. We are extremely excited that we’ve finally had an offer that we accepted and can proceed into the final stages and would definitely choose Chancellors again if we had to sell or even buy. Thank you so much! Edited 01/08/23 - The original sale had fallen through due to being in a chain and one of the parties being unable to commit, the team did their best to re-market the house and we are now proceeding with a no chain buyer and hoping to complete as soon as humanly possible. This was great work done by Holly and the team.

Jasmin · 26 October 2023

★★★★★ 5/5

Google

I was very pleased with the service Holly and the team have provided throughout the marketing and sales process. From the get go, I can see that there was a lot of analysis, preparation and attention to detail, involved in the process and in an uncertain world, this is a reassuring foundation with which to entrust a sale to an agency. The team were enthusiastic, quick to respond with just the right amount of push and shove along the way. Very pleased with the work and outcome.

Cliff · 26 October 2023

★★★★★ 4/5

Trustpilot

A mixed time with renting through…

A mixed time with renting through chancellors with false information being provided at the start of my tennacy and late notices of rent increases but since Jamie woodman took over our account she was nothing but fantastic right up until the end of our tennacy which ended on a positive note and should be comended for the work they put in to make everything right!

Adrian · 2 October 2026

★★★★★ 5/5

Trustpilot

Isabelle is very supportive and always…

Isabelle is very supportive and always listens .... great communication and very kind

Wendy · 18 March 2026

★★★★★ 5/5

Trustpilot

Ella was so lovely and accommodating

Ella was so lovely and accommodating. Thank you for helping us find our dream home!

Renee · 10 October 2026

★★★★★ 5/5

Trustpilot

Great customer service

Chancellors have proved quite helpful to us in a challenging rental market. I was especially happy with Julia’s level of effort and flexibility in helping me understand the rules of UK tenancies that were new to me, and guiding me through the process of starting a tenancy.

Mr · 16 June 2026