Every review we hold for the Swansea office, from every platform, shown as written. First names only.
★★★★★ 5/5
GoogleI live in North Yorkshire and due to my daughter and her partner's work commitments I was helping to find and organise a property for them to rent in Swansea at very short notice. Having found a property with McCartan lettings my first contact was with Jack Phillips, lettings assistant, who could not have been more helpful. He guided us through the procedure, something that is done slightly different in Wales, and was very understanding to the urgency of the move, he could not have done more for us. Once the holding deposit was paid Abigail Staniforth, Lettings Co-ordinator, took over and once again, Abigail could not have been more helpful, highly professional, very communicated and even though it was the run up to Christmas her help and outstanding professionalism did not waiver. Thank you for guiding us through a very difficult and stressful time.
If anyone is looking for a rental property then I would definitely highly recommend McCartan Lettings.
Lynette · 1 February 2022
Agent replied
Thank you so much Lynette for your kind review and comments!
★★★★★ 5/5
GoogleI have moved from Coventry to Swansea and did not know what to do.? I contacted McCartan | Lettings & Property Management Ltd and Georgia Peters, Lettings Manager started to help me find somewhere to live. I Had a small window, as I was starting a new job within that month. I felt lost, but not for long everyone at the agency helped me find my dream apartment.One of the managers at James also done a virtual viewing of the apartment, as I could not come and view it in person. They were Helpful, friendly and went the extra Mile. Nothing was too much Trouble.Highly recommend going through this agency. Thank you so much to everybody you're all been amazing :-)
Kelly · 3 December 2021
Agent replied
Hi Kelly, thank you so much for taking the time to leave us this review :) Its always a pleasure helping people move and we hope you are enjoying your new home.
★★★★★ 5/5
GoogleAfter having let our property privately we decided to use a letting agent moving forwards.
From our first interaction Hannah, James and the whole team were always professional, efficient, friendly and a pleasure to deal with. The whole process was explained in a very easy-to-understand manner with particular emphasis on the legal side and James answered our questions in a very reassuring manner.
We were very happy with the marketing of the property, especially the excellent photos and videos, the best we have ever seen from an estate or letting agent.
We were pleasantly surprised at how quickly tenants were found for the property. From our side McCartan Lettings took care of everything involving tenancy agreement, legal documents, inventory, etc.
We were really impressed with McCartan Lettings, we would 100% recommend them to anyone looking to rent out a property and we look forward to many years of working with them.
Charlie · 14 March 2021
Agent replied
Hi Charlie, thank you so much for leaving such a fantastic review. We're really pleased that your experience has been a good one, and we look forward to working with you going forward.
★★★★★ 5/5
GoogleAs a landlord with a small portfolio of 6 houses, I use Mccartan Lettings to manage 3 of them, with 3 being with another letting agent. I had 2 houses which the tenants moved out and I went to view afterwards, the other acting agent told me over the phone they just need a lick of paint. Once I visited them I can assure you it needed more than a lick of paint. I spoke to Hannah of Mccartan’s about moving my properties to them. On good advice from Hannah and James at Mccartans they advised me on what do do. I spent around £5k on both properties and now have them under Mccartans with tenants in which I am delighted with, Abi who is my property manager kept me up to date with referencing, move in dates, gas certs etc and even gave me an update on her day off. I can’t recommend the team highly enough and I am waiting for my last tenant of my 6th property to move out and will be moving that house to Mccartan Lettings also. Keep up the great work and thanks for all your efforts, especially with the marketing and videos of my properties during this pandemic and lockdowns. You have taken the stress away from both myself and my wife.
Andy · 24 January 2021
Agent replied
Thank you so much for your kind review Andy!
★★★★★ 5/5
GoogleHaving taken a recommendation to use McCartan's from a very good firmed of mine, I must say I have never been disappointed
From Hannah & James in the early stages, to Georgia, Abigail & Laura managing the property/tenancy agreements, the whole experience has been nothing short of outstanding
Everything is very clear, very transparent and the lines of communication are efficient and effective
Ultimately as a new landlord I didn't want to have to worry about these things and I cant recommend the whole team at McCartan's enough- They really are fantastic
Great job
Oliver · 16 October 2020
Agent replied
Hi Oli, thank you so much for your kind review. It's a pleasure working with you too!
★★★★★ 5/5
GoogleI have rented my flat through McCartan lettings for 5 years now and have been extremely happy with the service I've had. The fees were reasonable and the network of contractors used similarly fairly priced. McCartan also advised me well on the condition of the property, helping me to get a good rental price, beyond what I had previously achieved.
The staff have always been very responsive and diligent in keeping me informed with any issues. This good relationship has helped to ensure minimal problems in any tenancies.
Hannah herself has also always been very approachable and advised me well on general issues as a landlord and opportunities in the sector.
Overall - really happy with McCartan lettings and will continue to work with them in the foreseeable future.
Mark · 25 May 2020
Agent replied
Hi Mark - thank you for taking the time to leave us a review. We're really pleased that you're happy with our service; we enjoy working with you, and look forward to continuing to do so in the future!
★★★★★ 5/5
GoogleI would nor hesitate in recommending Hannah and her team at McCartan Lettings for all aspects of professional property letting in the Swansea Area. Her knowledge and understanding of the marketplace is second to none and Hannah and her team offer a friendly , professional and very informative response to any queries during the rental application and execution process. Whether looking for suitable tenants for your property long or short term as a landlord or if you are looking for a property to rent yourself you can be assured that you will receive a first class service. I wish Hannah and her team all the success for the future and I would not hesitate in using McCartan lettings again. Thank you Hannah for all your efforts in assisiting me with my move . Thank you Carl Bowden
Carl · 29 July 2019
Agent replied
Hi Carl - thank you for your review. We are happy that we could help, and wish you best of the luck for the future, too.
★★★★★ 5/5
GoogleWe have worked with McCartan's on several occasions, one thing is clear; they care about their properties and have a high degree of professionalism. Tenants have nothing but nice words to say about them, landlords are happy their properties are being maintained to a high standard. Only fully insured and approved contractors are asked to conduct maintenance on their diverse portfolio of properties.
Lewis is our main contact and nothing is too much trouble. He along with the rest of the staff are friendly and very approachable. Every question is important.
Would not hesitate to recommend McCartan's to landlords to manage their properties.
Simon · 29 July 2019
Agent replied
Hi Simon - thank you so much for your fantastically kind review.
★★★★★ 5/5
GoogleThe best estate agent service!! When I handed over my house to them, we had terrible tenants who were not paying rent and refused to leave but Hannah managed the process REALLY well and got the tenants out and introduced really good tenants who ended up staying with us for over 4 years!! Very easy to work with. The entire team is very professional and kind!! I wish them all the best!!
Chatura · 4 August 2021
Agent replied
Thank you so much for your kind words Chats! So glad we were able to help and turn your property around for you
★★★★★ 1/5
GoogleMy wife and I have travelled for many years and in doing so have had to rent properties numerous times. We can both say that hands down McCarten are the worst agency we have dealt with. They do not communicate with each other, they are quick to badger you when they want something but when you make a request they are slow to respond, the owner (James) ignored my messages/requests on messaging. I could go on!
Lee · 10 June 2020
Agent replied
We're disappointed to learn that you're unhappy with the service you've received. We felt that your tenancy went well, and the only issues that arose were concerning ending your tenancy. Making arrangements to accommodate your decision to move home during pandemic lockdown including arranging a check out and obtaining quotes from contractors took longer than they would have in normal circumstances. This was further complicated by circumstances which you have not mentioned in your review. You mentioned we were slow to respond to you; the simple fact is that we were negotiating with the landlord on your behalf.
I’m pleased with the way the McCartan team dealt with the situation in these circumstances for you and for the landlord. With regard to myself ignoring you, your requests were via a social media platform I do not check for work negotiations, and another member of staff was in contact with you regarding the process.
★★★★★ 5/5
GoogleI would like to thank Hannah and her team for the continued high level of service and professionalism . We have had properties with McCartan Lettings for a number of years, and any issues that we have had with tenants have been resolved with very little effort required by ourselves. It is great having the peace of mind that engaging a efficient team of professionals can give you
Tracey · 19 December 2020
Agent replied
Thank you Tracey for your kind review
★★★★★ 5/5
GoogleI was really impressed with the marketing video James recorded of one of my properties that had become empty.I had seen McCarten posting info and blogs online about lettings during lockdown,James came out to take photos and recorded a walk through video,within a day house was rented ,I was very impressed with Abigail too in sorting tenancy agreements and other paperwork so effeciently, I’ll be using again definitely ????
Rob · 25 May 2020
Agent replied
Hi Rob. Thanks for taking the time to leave us a review! We're glad you liked the video walkthrough - we've found they're working really well so far. Hope the tenancy is going well. We're looking forward to working with you again!
★★★★★ 5/5
GoogleI rented a property via Mccartans for five and a half years. I found everybody at Mccartans always professional and very helpful. Any maintenance issues with the property were put right very quickly. I would like to thank Abigail, Jack, James and also Georgia for all their help.
Susan · 1 June 2022
Agent replied
Hi Susan - thank you for this lovely review! :) We wish you all the best for the future.
★★★★★ 5/5
FacebookI highly recommend Hannah and her team to provide a thoroughly professional service in managing your property. They managed mine for over 6 years whilst I ve been overseas .
I especially appreciate thier communication and extensive knowledge of the legalities involved. I also appreciate their efforts to secure the right tenant for a property
Linda · 10 February 2019
Agent replied
Hi Linda, thank you so much for taking the time to write us a recommendation! Wishing you all the very best for the future! Hannah x
★★★★★ 5/5
TrustpilotThe McCartan team have been supperb
The McCartan team have been very professional in our experience. James showed us around and was very helpful. It was a quick and easy decision to rent the property. This was followed by Abigail who was friendly and patient. She answered all our questions quickly and the whole thing took only two weeks from start to finish. All done online and was painless. The Bungalow is immaculate and the safety afforded to us during covid has been supperb. Well done 👏 and thank you.
Tom · 20 March 2021
★★★★★ 5/5
GoogleHighly recommend Hannah and her team as a management agency. McCartan Lettings really do go above and beyond to ensure your property is let to right tenant putting your mind at ease. They constantly review their practice and ensure they (and your property) are meeting the ever changing requirements set out.
Angela · 29 July 2019
Agent replied
Hi Angela - so sorry for the delay in responding! Thank you for leaving this review for us.
★★★★★ 5/5
FacebookWe have worked with McCartan's on several occasions, one thing is clear; they care about their properties and have a high degree of professionalism. Tenants have nothing but nice words to say about them, landlords are happy their properties are being maintained to a high standard. Only fully insured and approved contractors are asked to conduct maintenance on their diverse portfolio of properties.
Lewis is our main contact and nothing is too much trouble. He along with the rest of the staff are friendly and very approachable. Every question is important.
Would not hesitate to recommend McCartan's to landlords to manage their properties.
Simon · 5 September 2016
★★★★★ 1/5
Google1- A note to say don’t trust these reviews.
2- my comment for all tenancy or who want to get tenancy with them please before moving in take a picture and when moving out take a picture…!
3- if u report anything to the McCartan keep the email or report …!
So why i said that cause they try to take my deposit 🤔 thanks god i get my deposit back today after soo many emails to DPS to stop paying them . Thanks to DPS .it take me 5 months …!
My comment to all tenancies dont give up for ur deposit…!
Barham · 2 April 2022
Agent replied
Dear Barham
We appreciate it can be frustrating when a landlord makes a claim from your security deposit, yet you have chosen to leave McCartan a 1-star review. We find the information you provided to be inaccurate, and we have addressed the points you have made below.
You recommend all tenants that take up a tenancy with us take their own move-in and move-out photographs; you were provided with a 71-page inventory report with approximately 300 photographs within by us at the start of your tenancy. This report was compiled by independent inventory clerk, and we invited you (as we invite all tenants) to provide additional notes and photographs should anything have been missed. The same independent clerk carried out your check-out report which was the basis that your landlord proposed the deductions from your deposit on.
We have a dedicated maintenance reporting system that we ask all tenants to report maintenance through. Had you used this system to report maintenance on a more regular basis then you may not have faced so many deductions at the end of your tenancy damage due to negligence.
To clarify, an independent adjudicator from the DPS awarded a split decision on your security deposit. It took so long to process because you refused to respond to the claim on the DPS website for the first 6 weeks, despite repeated requests from ourselves and the DPS. As no agreement could be reached, your deposit was then entered into Alternative Dispute Resolution (ADR).
As your review contains information that is not correct, we ask that you amend or remove it.
Regards, James
★★★★★ 5/5
GoogleWe've been working with Hannah and her team since 2006. We've watched the business grow from strength to strength over the years, and having dealt with most of their customers, I can honestly say that it's down to their consistently excellent customer service, with both landlords and tenants. I'm so impressed with them that when I purchased 2 rental properties, McCartan Lettings was the only agent I considered.
Claire · 5 August 2021
★★★★★ 5/5
GoogleWe have used Hannah and her team to relocate a number of our clients to her area. She has been professional and went over and above to help out! Thanks again
Anthony · 4 October 2021
Agent replied
Thanks Anthony for your kind review - always a pleasure working with you and look forward to working on more projects together in the future!
★★★★★ 1/5
Trustpilotintrusive, unhelpful. Avoid.
If you want an intrusive, unhelpful, unfriendly letting agent then rent a property from this agent.
Very much a landlord focused company with very little care about the tenants inside. More inspections in one year than you could imagine. One inspection involved going through every single cupboard.
On exiting we were charged for stuff that was on the inventory (obviously not allowed) we were charged for work that had supposedly been done when we moved in but it never was and after visiting the property a month after moving out this work still hasn’t been carried out.
Side note - check out is far more detailed than check in to the point where we were charged for a dusty socket - socket was dusty on moving in but wasn’t noted and what tenant would think to have such a thing noted.
Regular inspections notified with patronising emails saying make sure it’s neat and tidy. All inspections stated the house was clean and in very good condition.
Also state you do not have to be present for inspections, when we were at work we then receive a snotty email saying they could not enter, when pointed out they said we do not have to be in, they quickly back tracked.
Avoid at all costs. A truly awful agent.
C · 10 June 2020
Agent replied
Dear C,
As you haven't left a name, it is impossible to know whether or not this is a fake review, or to offer any specific information/advice to you. However, for the benefit of anyone reading this, I can clarify a number of points.
1. We used to carry out property visits every 3 months; this was changed last year to every 6 months. Tenants are made aware of this when they begin applying for a tenancy with us. The only time they would occur more frequently is if the property is not being kept to a reasonable standard, or where there was on-going maintenance repairs to check on.
2. Our property visits are carried out by a separate, independent company. It is not their practice to look in any cupboards unless asked to do so by tenants in relation to maintenance repairs, and this isn't something we ask or expect them to do.
3. At the end of a tenancy, we compare the independent check in and check out reports, and landlords propose deductions based on the information and photos documented there, with allowances made for fair wear and tear. If a tenant feels a proposed deduction is unfair, they have the opportunity to dispute it or make an alternative offer on it. If an agreement can't be reached, the deposit would be entered into Alternative Dispute Resolution (ADR) within the Deposit Protection Service. ADR is free to use for all parties, and an independent, trained deposit adjudicator reviews the evidence and decides what should and should not be awarded.
4. As well as having independent check in and check out reports conducted, we keep invoices and receipts for all work conducted at our managed properties as supporting evidence. Tenants would be charged for repair work if it is deemed by a professional contractor to be damage caused (accidentally or on purpose) by the tenant. If a tenant has been charged as part of security deposit return negotiations, there will be supporting evidence for this as previously explained.
5. The independent check out report incorporates the independent check in report, and contains notes that offer comparisons between the two. This is why it is often a longer document than the check in report.
6. Check in reports are sent to tenants by the independent clerk at the start of the tenancy, and they are given full instructions on how they can update the report if they feel it isn't accurate or that something has been missed. The clerk also advises that they are available if the tenants have any questions about the report. Things like electrical sockets and the tops of doorframes are checked for cleanliness and damage by the clerk; the reports they produce are highly detailed.
7. The letters we send out to notify tenants of property visits are a standard template, and detail what we expect. They might sound patronising in tone to some, but are written to be clear to our entire tenant base.
8. We do sometimes find tenants leave properties dirtier/less tidy at the end of a tenancy than they have kept it during tenancy - and vice versa. We let tenants know what we expect from them at each stage, but can't guess at how they'll leave a property upon vacating until they actually leave. We keep detailed notes, property visit reports, and invoices and receipts for work as previously mentioned to put us in the best position to offer advice on what landlords can and can't claim for at the end of a tenancy.
9. With regard to obtaining access for property visits, we used to arrange this with tenants on behalf of our contractors, but last year updated our procedures so that contractors arrange access directly with the tenants.
C - if you would get in touch with us directly, and/or respond to this to provide us with some identifying information, we'd be happy to discuss the points you've raised with you in more detail.
James White
★★★★★ 1/5
GoogleThere are communication gaps between the staff as when emailing different agents we get different accounts of events/facts. Also, while dealing with them we felt that the higher management were rude and had unnecessary demands on the property's condition at viewings. Just as a background, we finished our tenancy with no deposit deductions for cleanliness and a minor deduction for toilet seat damage.
Edit: mccartan emailed me asking me to change my original review which I actually did and emailed them in detail why we mentioned what we did in the review. However they have replied to my original review- disregarding the constructive criticism entirely because they just want to put themselves in a favourable light. Ha! New low for letting agents.
Khadija · 1 October 2019
Agent replied
We appreciate it can be unpleasant to be told that your home is not to the standard our landlord would expect. It is our job as agents to look after the property and to remind you of your responsibilities as a tenant.
When conducting the first viewings, we felt the property was not being kept in a good condition, which was corroborated by the feedback we received from the viewers. We advised you of this and decided to put any further viewing on hold. If not addressed, the condition of the property could have had implications for the return of your deposit. We recommended a cleaner to you, you instructed them, and as a result, the property was returned to the landlord in a clean and tidy condition.
Having spoken to you since the review, we understand the communication gap you are referring to is about keys. The front door had a new lock at the beginning of the tenancy and we wanted to check we had a key for viewings going forward. As you were present for property visits in the past, keys had not been necessary and we feel that this had minimal impact on your tenancy.
★★★★★ 5/5
GoogleI RUN A LARGE CARPET SHOP IN SWANSEA AND I HAVE STARTED REFERRING McCARTAN LETTINGS TO MY CUSTOMERS . THE FEEDBACK I AM GETTING FROM THEM IS HOW HIGHLY PROFESSIONAL Mc CARTAN LETTINGS ARE . I HAVE LANDLORDS WITH NUMEROUS PROPERTIES AND THEY ARE ALL PRAISING HOW QUICKLY THEIR PROPERTIES ARE BEING LET . ALSO THE QUALITY OF CLIENTS THAT ARE BEING FOUND. Mc CARTAN LETTINGS REALLY ARE BECOMING THE BEST LETTING AGENT IN SWANSEA . I WILL CONTINUE TO RECOMMEND THEM TO ALL MY CUSTOMERS AND FRIENDS .
Steve · 29 July 2019
Agent replied
Hi Steve - thank you for such a glowing review. We really enjoy working with you and hope we can continue to do so into the future.
★★★★★ 1/5
GooglePathetic excuse of a letting agency. If you need anything they hardly reply unless it involves them getting money. The cooker had a fault while I was there and they didn’t let me know anything about anyone coming to see to it, I assumed it was fixed and I got charged for someone coming out 6 months later (it is meant to be covered by the landlord as it is not my cooker) when I wasn’t even in the same contract as when it happened, and palmed it off on someone who no longer works there. Took half of my £800 deposit even though I’d had cleaners in. Charged me for ‘taking’ the landlords items even though he had come to collect them when I moved in and I had bought him a new clock for accidentally dropping his. They expected me to cover up damp for new viewings on the property- which they had said was a previous fault so it had obviously been covered before for when I viewed the property as I didn’t notice it and wouldn’t have moved in if I had. Then when I’ve moved out I had forgotten to cancel the standing order, they charged me another £30 to click a button to send back my rent payment. So thankful to have a new landlord who actually looks after his tenants.
Joanna · 29 July 2019
Agent replied
Hi Joanna,
We appreciate your frustration.
We informed you in the lead up to your end of tenancy that failing to cancel your standing order would incur a fee.
We sent a contractor out within 24 hours of receiving your report about the oven. There was a callout fee for this visit, and it became payable by yourselves when no fault was found with the oven - it was just not switched on.
We discuss deposit deductions proposals with all tenants prior to submitting them to the DPS, and they can only be processed with tenant’s agreement. You received more than half of your security deposit back after agreeing the deductions based on the evidence provided to us by the independent inventory clerk’s check out report.
There was no damp at the property, only mildew. Mildew isn’t uncommon in rental properties, is caused by tenant lifestyle. We advised you to wipe it away in the first instance of it occurring, and then to manage it by following the instructions we gave you about mould and mildew.
We hope this resolves the issues raised and clarifies the circumstances, but if not, please feel free to contact us in the office.
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