Every review we hold for the Swinton office, from every platform, shown as written. First names only.
★★★★★ 1/5
TrustpilotUnethical Practice
We instructed Keenans in January 2026 to sell our property. As we approached completion, we discovered by chance that the buyer was one of their own employees.
This was never disclosed to us. We negotiated a price, in good faith, with a connected party we were told nothing about. We only found out because a member of staff mentioned it in passing while we were chasing a completion date.
The sale later collapsed. What followed is what concerns us most. We were told the branch was working to help their employee sell his own property and that he remained committed to buying ours, so we agreed to hold off re-marketing. We were then advised to wait a further two weeks. We were then advised to reduce our asking price by £10,000, to the exact figure their employee had already offered. We discovered some time later, and only after repeatedly chasing, that he had moved on to a different property altogether.
We made a formal written complaint on 13 August 2026 and have chased it repeatedly since. We have received no acknowledgement and no written response of any kind. Their own terms commit them to the Property Ombudsman Code of Practice, which requires a written acknowledgement within three working days and an outcome within fifteen. Both deadlines passed weeks ago.
Two calls were also promised and never made. One on 18 August. One booked in the diary for 10am on 1 September, which nobody attended. After that we told them, in writing, that we needed a written response before any further phone conversation. They have since tried to call twice. They still have not put a single word in writing.
We have referred the matter to The Property Ombudsman and are taking separate legal advice on the losses we have incurred.
Every date and fact above is documented in writing.
I bet I get a response in writing to this...
Paul · 23 September 2026
Agent replied · 25 September 2026
We’re sorry for the distress this matter has caused and assure you that your concerns are being dealt with the upmost priority.
Your complaint is still open and an ongoing matter which we have contacted you to update you on.
We remain committed to reaching a satisfactory resolution at your earliest convenience and of course are happy to discuss this directly with yourself at a convenient time
★★★★★ 5/5
TrustpilotLucie has been particularly…
Lucie has been particularly helpful and supportive in taking on the management of our flat. She has responded quickly and got on with the work needed. Communicated very well with a good grasp of what was required. Always pleasant and caring.
Marian · 29 June 2026
Agent replied · 25 September 2026
Thank you so much for sharing your experience. It’s wonderful to hear how well Lucie has supported you in taking on the management of your flat. Her quick responses, clear communication and thoughtful approach are exactly what we aim to deliver, and we’re delighted that this has made a real difference for you.
★★★★★ 1/5
TrustpilotAVOID
AVOID
Keenans orchestrate unethical practices, apply pressure to you to sell with them and will encourage you to pay money for solicitors and searches knowing the chain is may collapse!
Keenans firstly tried to strong arm us in to selling our property with them, pressuring us to have a valuation before we could even book a viewing.
They then pressured us more to put our house on the market with them, and telling us we would be the ones holding up then chain if we didnt.
The property we were buying and the property further up were both being sold by Keenans, neither of these sellers paid out any fees yet we were encouraged in to conducting searches and paying out money their own clients hadnt.
The chain inevitably collapsed and we have since found out they knew the top of the chain were unlikely to break the chain, but were never told until we started to question why things were not progressing.
We are out of pocket a considerable amount through their lack of transparency.
Lauren · 27 August 2026
Agent replied · 25 September 2026
Thank you for taking the time to share your concerns. We are sorry to hear about your experience and understand how frustrating and disappointing the collapse of a property chain can be, particularly where costs have already been incurred.
We take the matters raised seriously and are currently reviewing the circumstances internally while also communicating with you directly. As this process is ongoing, it would not be appropriate for us to comment publicly on the specific details at this stage.
We remain committed to addressing your concerns through the appropriate channels and will continue working with you directly.
★★★★★ 1/5
TrustpilotWhat an absolute joke of a company
What an absolute joke of a company. We arrived at the property at 11:45. Parked right outside the property. I get out to change my 8 month old babies nappy on the backseat of my car and your appalling estate agent walks straight past us. 2-3 minutes after our viewing time literally for me to change my babies nappy. You are obviously not in the business of selling houses if this is your level of service. I feel sorry for the persons who owns that house if they have entrusted you to sell their house.
Worst level of service I have seen from an estate agents ever. You have lost a buyer. Well done.
Bhavni · 18 August 2026
Agent replied · 25 September 2026
We’re sorry to hear about your experience and appreciate how frustrating this must have been, particularly while travelling with a young baby.
Our colleague attended at the agreed time and waited at the property until approximately 11:51am. Unfortunately, she was unaware that you had arrived and were waiting in the car, so she believed the appointment had not been attended. We would like to reassure you that she did not knowingly ignore you and would have been happy to conduct the viewing had she realised you were the applicants or if you had made yourself known to her as she was passing.
We apologise for the inconvenience caused and will review what happened with our team. If you remain interested in the property, we would be very happy to arrange another viewing at a convenient time.
★★★★★ 1/5
TrustpilotKeenans you ought to resolve my complaint.
18/08/26 20:20 - You know full well I didn’t instruct another estate agent whilst under sole agreement with you. (I’ve sent you the proof now what?)
18/08/26 12:56 -
I’m extremely disappointed with how Keenan’s have handled my situation.
I was transparent with them when instructing them, yet I am now being told I’m in breach over circumstances they were aware of and had a responsibility to properly check under The Property Ombudsman requirements.
I’m currently trying to get this resolved, but I feel other sellers should be aware of the potential consequences before signing with them.
Think carefully and make sure they have properly checked everything before you sign.
Jordan · 18 August 2026
Agent replied · 25 September 2026
We’re sorry you feel disappointed. However, you entered into a sole agency agreement with us and, while that agreement remains in force, instructing another agent to market the property is a breach of the agreed terms.
We remain willing to address your concerns directly.
★★★★★ 1/5
GoogleCame to value the house. He was rude and joking throughout. Can I take my shoes off he was walking into a building site. He likened my house to two houses that was nothing like mine. I have spent money on the house and just doing some tidying up on it. He said he would try a price but he couldn't get it. He was more comfy 10k below. I asked him to leave 5 times and he wouldn't leave. I had to call my partner for back up. He said the markets not gone down in value but he wants me to market below the price of a 2 bed terrace and mine is a 3 bed semi and opposite got 30k more than what he wanted to advertise which is the same.
He didn't know the area he was constantly on his laptop comparing my house to ex local authority properties. Completely incompetent.
Josh · 17 August 2026
Agent replied · 22 August 2026
We’re sorry that you were unhappy with the valuation. Our recommendation was based on current comparable evidence and the fact that the property had previously been marketed with another agent but remained unsold. The suggested asking price was therefore a marketing strategy intended to generate interest and achieve a sale.
We must also clarify that our recollection of the appointment differs significantly from the account given here. We expect our staff to remain professional, but we equally cannot accept abusive language towards team members on the phone or inappropriate comments made during appointments.
We appreciate that valuations can differ between agents, and you are of course entitled to choose another approach. However, we stand by our advice as an honest professional opinion based on the available market evidence.
★★★★★ 5/5
TrustpilotMolly has been really helpful and…
Molly has been really helpful and supportive throughout my purchase of a new property.
She's explained everything along the way in a timely manner.
Thank you for all your help
Sian · 25 August 2026
Agent replied · 25 September 2026
Thank you for your review Sian. Your kind words are very appreciated.
★★★★★ 1/5
TrustpilotDreadful service - not recommended
Wouldn’t recommend this agent to sell your property - in all my 40 years of buying and selling this estate agency has been the worse. We used them as 4 years previously they’d sold our property and got a good price/quick sale - this time the valuer promised much and delivered little - the named contact never materialised and the valuer wasn’t heard from again other than when I suggested reducing it for a quick sale (in hindsight a stupid thing to do by me) - I’d just lost my dad, was grieving and stressed and dealing with this estate agent made things twice as bad - they can’t negotiate for toffee - I ended up selling for well under the market value - I agreed for a quick sale but that never happened and all they said was ‘a property is only worth what someone would pay for it’ - the quick sale turned into 5 months as the buyer, who supposedly had a house that had sold had in fact got a leasehold flat and my solicitor plus myself only found that out a few weeks before completion - Keenan’s never told me but hence the delays thanks to that.
Keenan’s were undergoing a rebrand during my sale and seeing the young staff members taking selfies, having their pictures put on buses etc whilst promoting household luxuries rather than properties on social media really was annoying.
If you do use them read their terms and conditions very carefully - they’re written in miniature font but don’t believe what the valuer tells you and be an idiot like me.
Response to Keenan's
Named contact - promised by valuer but never materialised - only had named contact when got to sales process - they say I asked in the end to put all contact through my solicitor - Keenan's need to ask why that was so - I was so frustrated with the responses I was getting, felt Keenan’s were working for the buyer and not myself that in the end I relied on my solicitor for information rather than Keenan's - at the end of the day Keenan’s still got their £2k plus VAT
Sale price - other bungalows on the same road in similar condition, sold within days of coming on the market for £40k more than mine - I spoke with other agents who said I was practically giving my property away - I went for a reduced price on condition of a quick sale and was assured by Keenan’s the buyer was in a position to progress quickly - the offer made was below the asking price which was offers OVER £190k not £190k and I expected at least £195k - I had to push the ‘negotiator’ at Keenan’s to go back to the buyer and increase their offer and it eventually sold for £187,500 - below what I expected. When I mentioned this I was told the buyer was a good buyer and told ‘a property is only worth what someone will pay for it’. I didn’t pull out as I had a buyer, was told they were in a position to proceed quickly plus I was tied in to Keenan’s terms and conditions. With hindsight I should have taken the costly hit and withdrawn. At the end of the day Keenan’s still got their £2k plus vat and surely anyone should be able to sell a property below market value
Quick transaction - it certainly wasn’t - I was told by Keenan’s my buyer had sold a house to a cash buyer and the gap was being met with savings - the house was actually a flat and was not cash
Rebrand - it may have increased Keenan’s exposure but for those selling during this period it felt their attention was elsewhere as noted from other reviews as well.
I raised concerns with Keenan’s throughout the process but got similar responses to the one I’m replying to now
For me I want to draw a line under it all. I stand by my comments
Christine · 10 August 2026
Agent replied · 25 September 2026
Thank you for your feedback.
We are disappointed by your comments regarding our negotiating ability. The sale completed at 98.6% of the agreed asking price, which we believe is important context when assessing the outcome achieved.
We understand that you had hoped for a particularly quick transaction. While some sales can complete within three to four weeks, the national average is approximately 16, 20 weeks. From acceptance of the offer to completion, your sale took 16 weeks and three days, placing it within that average timeframe. Some elements of the legal process and the buyer’s related transaction were outside our direct control.
You did have a named contact, particularly during the sales-progression stage. However, following your request, communication was directed through your solicitor. Our valuers also remain available to clients and return requested calls when they are not attending valuation appointments.
It is correct that we were undergoing a rebrand during your sale, which we were delighted to showcase on social media. This activity is part of our wider marketing strategy and has helped us achieve seven million views across our platforms in the year to date, compared with 3.4 million throughout the whole of 2025. That substantially increased exposure for our brand and, importantly, the properties we market to potential buyers.
Finally, we do not believe the age of our team members is relevant to the service provided. We are proud of our colleagues and would respectfully ask that their youth is not presented as a reflection of their ability or professionalism.
We regret that your experience did not meet your expectations, particularly during such a difficult period in your life, but we hope the facts above provide helpful context regarding the sale and the service delivered.
★★★★★ 5/5
GoogleWhen Simon came round to value our house, he was not only professional, he was also very reassuring, he pointed out all the good selling points in our home, and advised how to highlight them, and he assured us they would take care of everything, from taking pictures, to arranging viewings, and showing possible buyers around, once the house was live on the website, and viewings were booked the house sold within 24 hours! Well above the asking price, And right up to the date of completion, keenans kept me up to date on all aspects of the sale, making the whole experience smooth and hassle free, I'd definitely recommend keenans to anyone wanting to sell their house, truly professional service
Tracy · 8 August 2026
Agent replied · 22 August 2026
Thank you Tracy!
★★★★★ 5/5
TrustpilotSwinton Team are Amazing!
Myself and my partner have recently bought our first home through Keenans Swinton branch and could not have been happier with the experience! Right from the beginning when putting our offer forward right through to getting our keys on completion, the communication and reassurance everyone at Keenans gives is second to none. Would definitely buy through them again and would entrust them to sell in the future when that time arises. Thank you to the team for everything!!
Bailey · 20 August 2026
Agent replied · 25 September 2026
Thank you so much for your wonderful review! We’re delighted that the team at our Swinton branch made buying your first home such a positive and reassuring experience. Excellent communication is incredibly important to us, so your feedback means a great deal.
Congratulations on your new home!
★★★★★ 5/5
TrustpilotKeena's Estate Agents are very…
Keena's Estate Agents are very professional. All the people I am dealing with are highly responsive and address my needs and queries quickly. Special mention to Nikki, Kam and Aaron. Keep up the good work, guys. Excellent customer service above and beyond.
Rolando · 28 May 2026
Agent replied · 11 June 2026
Thank you Rolando for a fantastic review! We're thrilled to hear you were looked after by all the team members that helped you.
★★★★★ 5/5
TrustpilotWill use Keenans again
I cannot recommend Keenans enough. Ella Walmsley dealt with my house purchase, and she communicated clearly throughout the process. Ella always kept me up to date with developments, and she took the time to explain everything thoroughly and to chase up any queries I had. In fact, all of the staff I dealt with, were both professional and friendly.
I will be putting my previous house up for sale with Keenans.
Clive · 29 September 2026
Agent replied · 11 October 2026
Thank you for your lovely feedback! We’re delighted Ella kept you informed and supported throughout your purchase, and we’ll pass your kind words on to her and the team. We look forward to helping you sell your previous home too!
★★★★★ 1/5
GoogleAbsolutely had me off with a bonding fee over a failed credit check. ( a CCJ I was unaware of) Wouldn’t let me input references until the money was paid either. going through a hard time enough lately and these lot just took £200 of my limited funds.. crazy how this is legal that money could of gone toward flattening my debt instead it just lands me in more debt for no fault of my own. How is that beneficial to anybody but hey as long as they have your money what do they care not only that accused me of lying on my application about the CCJ. The absolute Kip of these people I will get that money back one way or the other 👍🏽
Milltown · 30 March 2026
★★★★★ 1/5
TrustpilotExtremely unprofessional and stressful experience
I am extremely disappointed with this agent and would give zero stars if I could. Throughout the entire process, I felt like they did absolutely nothing to help close the deal; instead, they only added immense and unnecessary stress.
The agent was completely passive, never moving forward unless constantly pushed, and even then, barely delivering. We made it very clear from the start that we wanted a quick completion, yet the agent did nothing but stall the process with zero constructive advice, which was incredibly frustrating.
The lack of communication and honesty was the worst part. During price negotiations, I had to find out the vendor's response through my own solicitor. When I followed up with the agent, they took two days just to lie to me, claiming the vendor hadn’t contacted them. In reality, a week had already passed, and the vendor had already replied to the solicitor. How could the owner reply to the solicitor but not their own agent? It was a blatant lie.
To make matters worse, this agent provided misleading information right from the initial viewing, which caused a massive misunderstanding later on.
Finally, scheduling the final viewing was another nightmare. After being chased multiple times, the agent told me the time was "confirmed." It turned out the vendor had never agreed to it. Because I had already arranged my schedule around this false confirmation, I was forced to clean up the agent's mess and alter my plans to accommodate the mistake.
Avoid at all costs. Absolutely zero professionalism. I cannot recommend this agent to anyone looking for an efficient or honest service.
Wailing · 11 June 2026
Agent replied · 25 September 2026
Thank you for taking the time to share your feedback. We are genuinely sorry to hear that you left the process feeling this way, though we do feel it’s important to clarify several points to ensure an accurate reflection of the transaction.
Your purchase completed in 13 weeks from offer acceptance to completion, which is three weeks faster than the current national conveyancing average of 16 weeks. While we appreciate that the process felt slow from your perspective, the timeline achieved was in fact ahead of the national benchmark, and we worked consistently with all parties to help keep things moving. We will still take your comments on our communication on board, as we are always looking to improve.
Regarding the allegation of dishonesty, we must respectfully refute this. We can only update you on information that we are actually included in. In this instance, the vendor’s initial response was sent directly to the solicitors rather than to us, which is why the update came from them first. As the conveyancing process is a legal process with your solicitors, it is not uncommon to receive updates from them. We understand how this may have caused frustration, but it was not a case of withholding or misrepresenting information.
On the matter of the final viewing, we do have to work within the availability of the property owners. We passed on the time provided to us in good faith, and we apologise if this caused inconvenience. Your comments on this point will be used to review how we manage appointment confirmations going forward.
We are sorry that your experience did not meet your expectations, but we do stand by the accuracy of the information we provided throughout and the efforts made to support your purchase to a successful and timely completion. Your feedback will be shared with the team to help us continue improving our client journey.
★★★★★ 1/5
TrustpilotCannot recommend
I have to say I had a negative experience with this estate agents. I felt that they did not move things along at any speed and it was hard to communicate with them outside of my own working hours. When I wanted to pull out, it was only then that I felt anyone made any real attempt to tell me what had been going on to hold things up but by then I must admit, I had lost trust in this company. I know everyone has different experiences but this was mine.
Customer · 18 May 2026
Agent replied · 11 June 2026
Thank you for taking the time to share your experience. We’re genuinely sorry to hear that you felt communication was slow and that you didn’t receive the clarity you needed until much later in the process. That’s not the standard we aim to deliver, and we understand how this would affect your trust.
As no name or contact details were left with your review, we’re unable to look into the specifics of your case, but we would really like the opportunity to do so. If you’re willing, please get in touch with our team so we can understand what happened, address any concerns properly, and ensure your feedback leads to meaningful improvement.
Thank you
★★★★★ 5/5
GoogleThis was the longest and most complicated purchase I've had to do, requiring 3 mortgages. And after 6 credit checks from different lenders, and 8 months of persistence, we got there in the end. I just want to say a big thank you to Nikki for truly supporting us all the way. There were times we'd given up, thinking the sellers would pull out, thank you for your understanding and patience Nikki, I'm not sure how you stuck with us for so long, many times I feared the worst when my phone rings and you're the caller, but somehow I'm calmer and more confident after each call, completion deadline moved bout 3 times or so, always made us feel you truly wanted us to succeed. You're a superstar agent!
Pius · 19 December 2025
★★★★★ 5/5
TrustpilotKeenans were excellent
Keenans were excellent. We have just sold 2 properties with them. I work in the property industry and have bought and sold many properties over the years and I found Keenans to be very good. Keenans gave me a valuation which significantly exceeded that of other agents we approached. I confess I was not convinced with their valuation and thought that the value suggested had been offered simply to secure the instruction. I was completely wrong. Keenans generated a lot of interest at their valuation and we sold both properties in reasonable time at the asking price. I would highly recommend them. We are significantly better off having having put faith in their agency.
Martin · 17 April 2026
Agent replied · 11 June 2026
Thank you so much for taking the time to share this fantastic review. It means a great deal to us. We’re delighted to hear that both sales went smoothly and that our valuation strategy delivered the results you hoped for.
Your trust in our team, and your willingness to put faith in our advice, is truly appreciated. Thank you again for choosing Keenans and for recommending us so highly. It’s been a pleasure acting on your behalf, and we’d be honoured to support you with any future property plans.
★★★★★ 5/5
TrustpilotKeenans review
This review is for Olivia, Harry, and Miannah, who were all outstanding throughout the process. They were consistently responsive, informative, and supportive from start to finish. After having a previous negative experience with another agent, working with this company was a complete contrast. My home was sold within just 10 days at the asking price, which exceeded our expectations. Their motivation, professionalism, and genuine commitment helped us secure our dream home. I would not hesitate to recommend them to anyone.
Jade · 5 April 2026
Agent replied · 11 June 2026
Thank you for your wonderful review Jade.
★★★★★ 5/5
GoogleNikki W is an absolute legend. She saw us through the longest sale, was clear and always happy to talk through any proccess. Keenans are professional and all staff are genuine and reliable I would highly recommend. Thanks again for your help, if i ever come to buying a house again I will come to you! 🙌 …
Miss · 17 August 2026
Agent replied · 22 August 2026
Thank you so much for your recommendation! We wish you all the best!
★★★★★ 5/5
TrustpilotI sold my houseBeing kept informed at every stage of…
Being kept informed at every stage of the process, Nicola was friendly and helpful and professional at all times, I would highly recommend Keenans to every one
David · 15 April 2026
Agent replied · 11 June 2026
Thank you, David! We appreciate your review.
★★★★★ 1/5
TrustpilotThis Is NOT How You Do Business....
This Is NOT How You Do Business....They Do Not Pay People Who Work On Their Behalf.My Company cleaned several house at the request of Keenans. If they did pay it had to be chased and chased. We completed a £300.00 clean on an absolutely filthy property, again at the request of Keenans, we provided before and after photos and they still have not paid us, they refuse to return our calls and emails, I even contacted one of the Directors, still nothing. Never would i recommend a company that does not pay what it owes people. That is not how business should treat anyone.
Emma · 6 September 2024
Agent replied · 27 October 2024
Emma, please contact your local branch on Monday, ask to speak to Emma or Faye and we will endeavour to get this resolved for you.
★★★★★ 5/5
TrustpilotThanks for you help Lucie!
My wife and I live 250 miles from the property we rent out through Keenans. We both work full-time. The last 6 months has been quite frenetic from a landlord perspective as there have been a number of dynamic challenges that have presented themselves for us to navigate. We simply don’t have the capacity to deal with them ourselves and Lucie at Keenans has managed our property, the challenges that have been presented and kept us informed of the process and next-steps along the way. She has kept us up-to-date via phone and email in all things and really made life easy for us! She has given us the confidence we’ve needed that our property is in good hands! Thanks for all your help Lucie! We really appreciate it!
John · 26 February 2026
Agent replied · 11 June 2026
John that's fantastic to hear. This is a great testament to Lucie's dedication to delivering top quality customer service, so thank you so much for for taking the time to leave such a wonderful review. We're always happy to help!
★★★★★ 5/5
TrustpilotGreat staff
Nikki Winstanley who dealt with everything to do with buying the house was great, she was constantly on the ball constantly chasing up the solicitors and as soon as she had any information she would be straight on the phone to me to keep me updated. Overall a very good experience.
Matty · 21 September 2026
Agent replied · 25 September 2026
Thank you so much for you review Matty. It's great to hear how supported you felt from Nikki!
★★★★★ 5/5
TrustpilotHighly recommend
Highly recommend! Just recently sold my house and I honestly can’t thank Madison and the rest of the team for all their hard work for completing the sale of my house.
Will · 3 March 2026
Agent replied · 11 June 2026
Thank you, Will.
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.
