Every review we hold for the Swansea office, from every platform, shown as written. First names only.
★★★★★ 3/5
Google** Now sorted by the company and money for new locks refunded **
Completely outraged at the non existent customer service of this agency! I complained about an unauthorized, illegal entry of my property by a workman with a key over three weeks ago and still have not received a signal communication from the company! This then happened again yesterday! Totally unacceptable! I would never recommend a letting argent that doesn’t take its customers privacy and safety seriously! Disgraceful service. I hate writing bad reviews but after two emails and a text to their emergency line with no response I have no other option!
Rachel · 29 July 2019
Agent replied
Hi Rachel. We’d like to thank you for taking the time to speak to us this week following our response to your complaint. We were shocked to learn that this situation occurred and between us, we have be able to identify it as being the result of a breakdown in email communication, and the landlord’s contractor not informing anyone of his plan to visit.
We are always looking to improve on our processes and procedures, and will be formalising the way we work with our landlord’s own contractors going forward.
★★★★★ 1/5
GoogleAvoid this agency if possible! They cater to the landlords only, they don't care about tenants and will rip you off. We had a fire place that didn't get fixed for two years, ripped carpets, as well as a super noisy boiler that decided when it wanted to work, not when we needed it. Did McCartan care? No, of course not. Communication from the agency was bad and inspectors and workmen just showed up on our doorstep unannounced despite our rescheduling. When we finally moved out, McCartan tried to keep as much as possible of our deposit to renovate the property, which they never did during the three years of our tenancy. One last tip: Stay away from the property in Lon Alfa, Killay in particular!
Lamarsta · 5 May 2019
Agent replied
Dear Lars,
We take our duty of care to our tenants very seriously, and actively work with our landlords to manage maintenance and plans for larger jobs.
We act on the landlord’s behalf, and they instruct us to put forward deductions to cover their costs for restoring the property and the garden to the condition they were in when you moved in (taking into account wear and tear).
We visited the property prior to you vacating and gave advice on what you needed to do before moving out to avoid any deductions, and you admitted during deposit negotiations that you hadn’t taken that advice.
Your landlord arranged for the fireplace to be replaced during your tenancy, but was let down by their own contractor. As the fire was not the main source of heat, we did not have authorisation from the landlords to arrange any further repairs or replacements. This is regrettable but beyond our control. Furthermore, your boiler was checked regularly by a Gas Safe qualified engineer and deemed to be safe and in working order by them. We have no records from you reporting the boiler as a problem.
We are sorry that you have felt it necessary to leave us a poor review, especially as we felt we had a good relationship with you throughout your tenancy. We don’t feel that your review is fair or factual.
We are working towards getting your deposit dispute resolved with the DPS through their processes as quickly as possible.
★★★★★ 5/5
FacebookThey are very professional.I never had any problem.Always when something wrong at the property. They try to solve the problem asap. Thank you for all the staff and special to Hannah. I do recommend.
Taise · 27 February 2016
Agent replied
Thank you for taking the time to write us such a lovely review.
★★★★★ 5/5
View AgentsProfessional and very friendly service
I have been a tenant with McCartan Lettings for over 4 years, and it has been a pleasure dealing with them. Any issues I’ve had with the property were often seen to within a few days, but even with more difficult jobs, for example, when my balcony glass pane needed replacement which took several weeks (due to supply), they were in constant communication which allowed me to plan my schedule without much disruption.
At the end of my tenancy, even though there was a dispute between costs charged against my deposit, the whole process was dealt in a extremely professional manner, which to be frank, was a breath of fresh air in comparison to my previous end of tenancies.
The staff was always friendly to talk to. I would highly recommend using their services.
David · 13 July 2018
Agent replied · 27 July 2018
Hi David, thank you for taking the time to leave us such a lovely review! We are pleased that you've been happy with our service, and we wish you the best of luck for your future endeavours.
★★★★★ 1/5
View AgentsLied to about availability of property and late cancellation of appointment
Absolutely furious! My partner set off from 200 miles away in Kent this morning to view a property this afternoon. This was after confirming the appointment yesterday and being assured that is was still available and that no offers had been made.
She is now in Swansea and has just received a phone call to cancel the appointment. She was told that an offer had been made on the property a couple of days ago and the paperwork issued already. This has wasted our time and money. If the agent couldn't be honest yesterday, I still see no reason why a call couldn't have been made first thing this morning rather than an hour or so before the appointment.
I have put in a complaint to RentSmart Wales, with reference to the Code of Practice, and left this review as per their advice.
Paula · 29 September 2017
Agent replied · 18 October 2017
Dear Paula,
I understand and appreciate your frustration, especially given the distance involved, and I would like to clarify the situation.
We had a number of viewings at the property prior to your booking. Paperwork to apply for the property had been requested twice, but when my colleague confirmed the viewing with you, no paperwork had been returned or reservation monies paid. The property was still fully available.
We regularly send out paperwork without ever receiving an application - it is for this reason that viewings are booked and carried out until an application is received.
On this occasion, reservation monies were paid to us on the day of your viewing. You were called as soon as possible to make you aware that the property was no longer available.
We wish you the best in your property search, and should something suitable become available with us, we would be happy to contact you.
★★★★★ 5/5
GoogleThe most professional business I’ve come across. Hannah has bridged gaps in this industry that most fail at. Strength to strength keep it up ??
Richard · 29 July 2019
Agent replied
Hi Richard, Thank you so much for your kind review!
★★★★★ 1/5
TrustpilotOne of the worst lettings agents I have…
One of the worst lettings agents I have ever had to deal with.
Checkout report was far more detailed that the checkin report. Refused to send a copy of the report (which was originally provided by a third party) when first asked, and insisted we waited until they had gone through it before sending it to us.
House inspections every three months were incredibly intrusive.
Didn't respond to emails in a timely fashion.
Dominic · 16 November 2018
Agent replied
We’re surprised and a bit disappointed to find that you and Andrew have left us 1-star reviews. You’ve been great tenants, your tenancy went very well, and we haven’t received any negative feedback about our service from you before now. Any problems that have arisen have been with 3rd party contractors, and we dealt with them as soon as we were informed.
When it came to your end of tenancy, you advised us that you were only leaving because of work commitments, and you agreed to the (very minor) deposit deductions with no negotiation or dispute.
The cost of the inventory check-in and check-out reports are split evenly between landlords and tenants. The check-out report incorporates the notes made in the check-in report to allow for comparison. We look through check-out reports before sharing them with landlords and tenants as they are conducted by an independent company who do not have access to our notes or maintenance reports to contextualise the information documented within them. Sending them out without comment would be irresponsible. You were invited to attend the check-out meeting, and a copy of the report was made available to you as soon as it was appropriate.
It has never been our intention to be patronising, only to be proactive, and to be thorough. As our property visit letter is a standard letter that goes out to all tenants, it has to be comprehensive. Had you been continuing your tenancy, our property visits were scheduled to decrease in frequency.
To our knowledge, we have responded to you in a timely fashion inside our working hours.
We wish you the best for your new tenancy.
★★★★★ 5/5
GoogleVery helpful and professional. Abigail has been particularly helpful in sorting out a new contract during the Covid restrictions. Thank you!
Sian · 26 July 2020
Agent replied
Hi Sian, thank you for your kind review of Abi and we look forward to helping you on your next let (hopefully with less restrictions)!
★★★★★ 5/5
FacebookCan’t recommend Hannah and the team enough. Very knowledgable, understanding of our needs and considerate to our requirements throughout the letting process. Thank you Hannah
Kevin · 16 February 2018
Agent replied
Thank you for your kind review Kevin!
★★★★★ 5/5
FacebookVery efficient. Highly recommend using them for letting. Thank you Abigail for sorting out contract during Covid times!
Sian · 9 August 2020
Agent replied
Hi Sian - thank you so much for taking the time to leave us this review. We hope your new tenancy goes well, and we look forward to working with you again in future!
★★★★★ 1/5
TrustpilotIsn't it strange that checking-out…
Isn't it strange that checking-out procedures are far more detailed and finicky than checking-in procedures - and WE have to pay for them!
In common with most agents, far more emphasis on keeping landlords happy rather than the tenant.
Annoying 3-monthly 'inspections', announced with a patronising email telling us to make sure the house was neat and tidy before their visit.
Am just glad to be out of there.
Andrew · 16 November 2018
Agent replied
We’re surprised and a bit disappointed to find that you and Dominic have left us 1-star reviews. You’ve been great tenants, your tenancy went very well, and we haven’t received any negative feedback about our service from you before now. Any problems that have arisen have been with 3rd party contractors, and we dealt with them as soon as we were informed.
When it came to your end of tenancy, you advised us that you were only leaving because of work commitments, and you agreed to the (very minor) deposit deductions with no negotiation or dispute.
The cost of the inventory check-in and check-out reports are split evenly between landlords and tenants. The check-out report incorporates the notes made in the check-in report to allow for comparison. We look through check-out reports before sharing them with landlords and tenants as they are conducted by an independent company who do not have access to our notes or maintenance reports to contextualise the information documented within them. Sending them out without comment would be irresponsible. You were invited to attend the check-out meeting, and a copy of the report was made available to you as soon as it was appropriate.
It has never been our intention to be patronising, only to be proactive, and to be thorough. As our property visit letter is a standard letter that goes out to all tenants, it has to be comprehensive. Had you been continuing your tenancy, our property visits were scheduled to decrease in frequency.
To our knowledge, we have responded to you in a timely fashion inside our working hours.
We wish you the best for your new tenancy.
★★★★★ 5/5
FacebookHannah and the team really know their stuff would recommend them to anyone thinking of letting or renting in Swansea ??
Emma · 16 February 2018
Agent replied
Thank you Emma for your kind review !
★★★★★ 1/5
GoogleVery poor communication, I sent a request to view a property no response, sent a request to rent without viewing still no response, I put an honest negative review here on last week and I was called by someone from the agency who promised to secure a viewing, this person also asked me to delete my initial comment if i still wanted to view the property which I did hoping he would keep his word but to this day the person has gone quiet, no response or hopes of ever securing a viewing with this company. Highly unprofessional.
Anitah · 1 June 2022
★★★★★ 5/5
GoogleThis is a little late as we purchased our home from McCartan's almost a year ago now however I can praise them enough. We rented with McCartan for about 4 years and during that time they were brilliant, any issues were dealt with swiftly and professionally, the whole team are really polite and helpful and would always recommend them to anyone looking to rent. Really professional business and always happy to help.
And on a side note Chats if you read this thank you very very much!
Rhid · 3 March 2022
★★★★★ 1/5
FacebookIf there was an option to give no stars this would have been my choice. By far the most unprofessional agency I have ever dealt with. Considering I was paying for a service I was treated with zero respect. Stress level were increased by the company and they made things very difficult for me after a complaint!! Think again!!
Lacey · 26 February 2016
Agent replied
The reason we are not working with you any more is due to the fact that you chose to use the services of cowboy plumbers who were not Gas Safe Registered in order to save a few pounds. You instructed him without our prior knowledge and unnecessarily so…See more
★★★★★ 5/5
GoogleI've been renting a property through McCartan for nearly 5 years. Naturally there have been a couple of maintenance issues over that time both big and small but I can happily say that all problems we've had with our tenancy have been sorted professionally and in good time.
Ruth · 1 July 2021
Agent replied
Thank you Daniel for your kind review!
★★★★★ 4/5
View Agentslovely professional let in Brynmill
We had a lovely professional let in Brynmill, Swansea which was nicely refurbished and a great location in terms of closeness to the university, hospital, parks and the sea front. The staff at McCartan were friendly and very helpful throughout our tenancy, always answering questions when they arose. I would highly recommend McCartan lettings.
Ceryn · 1 July 2019
Agent replied · 14 August 2019
Hi Ceryn, thank you so much for taking the time to leave us a review. We're glad to hear that you were happy with the property and with our service. We wish you luck for the future!
★★★★★ 5/5
FacebookI OWN A CARPET STORE IN SWANSEA AND I HAVE RECOMMENDED MC CARTAN LETTINGS TO ALL MY CUSTOMERS AND WILL CONTINUE TO DO SO. THE FEEDBACK I GET IS HOW PROFFESIONAL THEY ARE AND HOW THEY GIVE SUPERB ADVICE ON LETTING THEIR PROPERTIES TO THE RIGHT PEOPLE. I WOULD NOT TRUST ANYONE ELSE WITH YOUR INVESTMENT.
Stephen · 12 February 2018
Agent replied
Thank you, Steve! We look forward to continuing to work with you into the future.
★★★★★ 5/5
View AgentsService
We found McCartan Lettings very professional and helpful, nothing was too much trouble for them, especially Abigail Staniforth..She kept us up to date at all times on developments. Can't praise her enough. We would strongly recommend this Letting agency.
Karen · 16 July 2018
★★★★★ 5/5
GoogleMcCartan Lettings are probably the best Letting Agents in the area. I have known and worked with them for many years. Their service is second to none. They always look after their landlords' and tenants' best interests and provide a high quality, professional service. The staff are friendly and very efficient and you can always be assured that whatever they do, they will do it excellently. I have no hesitation in recommending them.
Tim · 30 July 2021
★★★★★ 5/5
View AgentsExcellent, Professional Letting Agent
I have had a rental property since June 2013 in Swansea. McCartan Lettings have managed this property for over 5 years.
McCartan Lettings have been invaluable in ensuring that the property has remained let and well maintained. Over the course of 5 years, there have been 4 weeks when the property has not been let as we have transitioned between Tenants.
McCartan Lettings have secured and vetted all tenants that have occupied the property and I am pleased to say that during this time we have not had a Tenant default on their monthly rental payments.
Regular inspection, tight check in and check out processes, vetting of Tenants has ensured that the property has been well maintained, reducing the monies I have had to pay to keep the property in good condition.
When repairs and maintenance have been required, McCartan Lettings dedicated Maintenance Manager has ensured that work has been completed in a timely, cost-effective manner to a high standard with minimal disruption to the Tenants.
McCartan Lettings have taken a proactive approach to keeping me up to date with the legislation proposed for Property Letting, as a result, we have been able to implement changes to ensure that the income for the property has not been compromised.
I would heartily recommend the team at McCartan Lettings if you are interested in getting into property or if you have a portfolio that needs professional management.
Donald · 20 March 2019
★★★★★ 5/5
FacebookHannah and her team at McCartan Lettings are experts in what they do. Their knowledge of the local area is second to none. Keep up the good work!
Salek · 11 July 2020
★★★★★ 5/5
View AgentsA Highly Professional Property Management Service in the Swansea area.
Recommended by an old friend after a disappointing experience with another company, I have recently started my relationship with McCartan Lettings and am pleased share some observations.
Until this moment, over more than 25 years, whether as a landlord, or a tenant, I have not had the opportunity to say the quality of service from a Lettings Agent had so exceeded my expectations.
In addition to receiving regular information updates which are welcomed, all my interactions with their office have clearly demonstrated they know their business and what their clients need.
This company has a proper focus upon:
- legal compliance;
- securing reliable tenants, and
- maintaining the property with competent & responsive local contractors
I have already understood I may now relax knowing my property is managed in a diligent and professional manner. I can anticipate that any issues will be properly addressed.
I will surely be recommending their services and wish them all that's needed to successfully continue growing their business.
Paul E
Paul · 23 November 2017
★★★★★ 5/5
GoogleI have had and continuing to have a very good service from McCartan Lettings and would recommend them to my friends and family. They are highly professional and care for your property. Very good value for money for the service they provide.
Christian · 25 April 2020
Agent replied
Hi Christian - thank you for writing this review. It's lovely to hear that you're pleased with our service. Thank you for continuing to choose us to manage your property!
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