Trusted Agent profile
★★★★★
102 reviews across 2 platforms
Castle Lodge, Castle Street, Tonbridge TN9 1BH
Jack Charles's Tonbridge office at Castle Lodge is rated 4.3 out of 5 across 102 reviews on two platforms, including 94 Google reviews rated 4.4. The 8 Trustpilot count is for the whole business. Checked 9 October 2026.
Every review we hold for the Tonbridge office, from every platform, shown as written. First names only.
5/5
GoogleAll queries were answered quickly and in a professional manner. Marisa made sure that we were kept fully updated on events as they occured and helped ensure all was on track. Very pleased!
Thank you for your feedback Kiern. I was delighted to hear that you had Exchanged, we all wish you all the best with your move to the town :)
5/5
GoogleImmensely pleased and relieved that we chose Jack Charles. They could not have done a better job for us, providing absolutely superb support every step of the way. They were an outstanding team, who were all really lovely to deal with - but …
Thank you Mary for the review, Im glad the team especially Paul were able to help with the sale and your purchase. We hope Tom is also very happy in His new home. Best wishes James.
5/5
GoogleWe just sold our lovely cottage, which is rather sad for us leaving our family home after over 28 years, but also rather exciting as Jack Charles found us the perfect buyer, with a young Good family attending the local village school. Jack Charles allowed me to post our own marketing wording with our plea for someone to come love cherish our beamy cranky cottage. Wonderful service. Wonderful staff. Fantastic caring helpful team. Just like what an estate agent should be. Like they used to be 30 years ago
Thank you Michelle that’s lovely to hear. I hope you’re as happy in your new home as you were in your old one. It’s lovely sometimes and yes unusual to let sellers completely describe their home, but it did work. I think we’re going to miss all the WhatsApp messages every day too But at least you had direct access to who you needed to. Best of luck with the move and thank you for trusting in Jack Charles we are so glad to have been part of your journey.
5/5
GoogleWe’ve worked with Jack Charles as both a seller and a buyer. James and team are nothing but professional, and have kept us informed about all stages as well as sharing their assessment of a changing marketplace. We were really pleased with the quality of the photos and video they put together for our sale.
5/5
GoogleAlthough our house sell was stressfull Jack Charles Estate agency was very helpful during the long procedure. The communication was excellent, they were kind and we always received the required informations.
5/5
GoogleJack Charles sold our home in December 2025 and cannot recommend them enough. These guys are a total breath of fresh air and do not leave you consumed in the typical sales nonsense, they have a fresh and welcoming approach which keeps you …
2/5
GoogleWe were initially impressed with the enthusiasm of the team and the marketing they produced was first rate. They let themselves down with poor communication as exchange and completion approached. We would have appreciated the reassurance their experience could have provided, but they made only one effort to contact us in the three weeks before exchange of contract and no contact at all before, during and after completion. Cannot recommend.
I am sorry to hear that Paul, we are an independent business and aim to provide a great service throughout the journey, and have a vested interest in seeing every transaction across the line with the same enthusiasm. I am sure you appreciate that the solicitors lead this stressful and final stage of the process ( E & C ) and aligning on transaction dates and communicating conflicting priorities, can be challenging and stressful for both sides. I can see that our team did their best for you and were in regular contact, I am however disappointed on this occasion that you feel we fell short of the high standards we know our clients expect and deserve. I am pleased that you completed on the sale and I wish you both all the best. I wish you had raised this with us directly. Regards Shaun
5/5
GoogleSmooth experience from everyone. House sold very quickly after only a few viewings. Although the market it very busy it was also a reflection of a good, accurate valuation and listening to the advice of a good agent. Nice looking website - probably the best in the area, and that makes a difference. Excellent property photographs as well. Good all inclusive price which made everything easier to budget for, no adding on for photographs, EPC etc. Would recommend to friends and family.
Thank you Laura that’s lovely to hear. Many thanks for the opportunity.
5/5
GoogleGreat agents, motivated, caring, proactive and great communications. Paul Panayi really cares and is passionate. We were delighted with the sale of our property.
5/5
GoogleTo anyone thinking of selling their property, we could not recommend Jack Charles enough, with James and his new team. The rates may be good, but don't let that fool you - it's an introductory fee as a new start-up, so makes perfect sense. You just happen to be getting a top quality agency to go with it! Thank you for everything you did in selling our property in Tonbridge. The approach you took to selling our property was a breath of fresh air - you said what you would do, and you did what you said. Great photos, great marketing, and great personal-touch selling to go with it. It’s always good to use a local business, and we are very glad we opted to choose Jack Charles this time around. We have no doubt your new venture will be highly successful (you could say it already has been!), and we wish you all the success for the future. Hopefully you will continue to provide that slightly differentiated offering to the usual high street names - I think people appreciate that touch.PositiveResponsiveness, Quality, Professionalism, Value
Thank you so much James and thank you both for the opportunity.
1/5
GoogleThey offer good rates but that's about it! James came round for a valuation was 30 mins late, I understand they are busy so was accommodating. Booked a viewing of a property turned up with my wife and kids and waited on the drive. Called the office after 10 mins, to be told viewing was cancelled by email. No call and no email sent not even in junk. Wasted a Saturday morning and learnt why they are offering cheap rates. It's a volume game with them. Hope others have better luck.NegativeResponsiveness, Quality, Professionalism
Hi Nigel, thanks for the review. We do have great rates yes but to be honest we are trying to provide much more than great financial value alone. Do we get it right all the time of course not, especially in a market that is the busiest it’s been in 30 years but we do have a great team that takes pride in their service standards and they will be bitterly disappointed with your feedback. I am not sure if there was a misunderstanding re the time of the valuation, I recall I arrived around 11am which was our scheduled appointment time, so I am a little perplexed re your comment. I would however be frustrated if I didn’t receive a viewing cancellation message, for a property that went under offer before I had the opportunity to see it. Whilst we endeavour to move with pace on changes in circumstance even on a busy Saturday, on occasion we can clearly do better for our clients. I do wish you all the best with your onward property journey... and I do hope that we get the chance to exceed your expectations in the future... Regards James
1/5
GoogleInitially we were impressed with James and his approach. Filled us with confidence but sadly it ended there. Once marketed there seemed to no effort to push our property or seek viewings. Our property was grossly overvalued. Communication was poor and when we called to ask for an update or feedback, were made to feel like a nuisance. One member of staff was rude and had an attitude. The online portal is pointless. We had a viewing pop up which we hadn't been informed of so when we enquired, it was a dummy viewing that was put on our account in error during training. Not very professional at all. From our experience, we would not recommend.
5/5
GoogleJack Charles have a top level of professionalism and initiative! They present themselves very well, acting completely professionally, being extremely friendly, knowledgeable and providing expert advice. They were able to confidently take the initiative to resolve issues and we couldn't be more grateful for their expertise and management.
Thank you for your review Stephen. We value your feedback and remain at your service as you settle into your new home, and in the future... Regards Shaun Kidd ( Co - Founder )
5/5
GoogleWe are using Jack Charles to help rent out and manage our property in Tonbridge. They have been extremely kind and helpful and happy to call or come over to help answer any questions we have had. They produced great pictures and brochure for our house which made it very easy for us to find tenants to take our home.
Thank you Imogen for the review, thats really lovely of you. Thank you for giving us the opportunity to help. Regards James
1/5
GoogleRequested to view a property through this estate agent, waited for a call to confirm date and time but never heard back…then received an email to say we didn’t turn up to the viewing they hadn’t told us about. Shame because we were really interested in the property and in a position to buy. Did ring them to try and find out what happened but they never came back to us… I wouldn’t sell with them
1/5
GoogleContacted them via the website as I had a high value property to sell in their catchment area. Never heard back. Would not give me confidence to use if they don't even respond to a potential new customer
Hi Apologies no one has got back to you. I can only imagine this slipped through the net as all the enquiries via our website come directly to me. I have looked and check our records and all of the leads we have responded too either by phone or email. I have one enquiry where we are waiting on a lady to return our call but this is for an modest apartment so I am presuming this is not yours. We would of coarse love to help, perhaps you could contact me directly on my email james@jackcharles.co.uk Kind regards James
5/5
GoogleJack Charles sold our property for us and we have nothing but praise for their service. They don't feel like your ordinary estate agents. They really cared and their communication and going above and beyond to get everything done was absolutely excellent. The photos they take really show the property to its best and we got a great price for our sale. Very happy customers!PositiveResponsiveness, Quality, Professionalism, Value
Hi Kate Thank you so so much for the review, it was our pleasure to be able to help.
5/5
GoogleSuper friendly and helpful from the outset. Very responsive to any enquiries. Would totally recommend them!
Thank you Sarah for your kind words. Im so please we were able to help and that your happy in your new home. Best wishes from us all at JC regards James
5/5
GoogleWe bought a house through Jack Charles and they were amazing throughout. They explained everything very clearly and Sarah specifically was amazing throughout the whole process. She was patient and helped me chase everything up to get the process moving quicker. We couldn't ask for better estate agents to buy from.
2/5
GoogleIn the age of Rightmove - the area in which traditional, high street estate agents can still add some value is by providing visibility to buyers and sellers regarding the circumstances and progress of the wider chain. Sadly, Jack Charles didn’t keep us updated. They were unable to communicate promptly or effectively, often totally failing to pass on consequential changes in the seller’s circumstances. On one occasion, they provided entirely inaccurate information, resulting in needless stress and frustration. We felt compelled to contact the seller directly, which enabled us to immediately clear up points of mutual confusion which had been allowed to develop as a result of information not being communicated by Jack Charles. Ultimately, as buyers, we didn’t pay Jack Charles, and the sale did get over the line. The sales team were helpful and responsive. (Hence the 2 stars rather than 1.) But my advice to sellers in a chain - be wary.
5/5
GoogleWe just bought a house through Jack Charles and i cant explain how happy we are. The team really helped us get through this deal liaising with the vendor as there were some hiccups (in-fact a-lot) but at the end the whole team worked really hard to secure us this house. I highly recommend them and really am thankful for their effort.
Thank you so much Sudip, it was certainly not a straight forward sale and we really appreciate you patience and kind words.
1/5
GoogleGREAT SERVICE ! lettings department made me wait 1 week to view a property and assuring me I’m a great candidate for renting, to then rent the flat to the landlords friend with in 1 hour of me viewing the property!!! No apologies no compensation no alternative, I got the phone put down on me after expressing my frustration after taking the day of work and paying petrol to drive from London to view this flat. Complete incompetence no professionalism and lack of regard for other people time and money. DO NOT TRUST !!!!!!!!!!!!!!!!!!!!!!
5/5
GoogleI have dealt with a few estate agents in the past, often the experiences were not so great. A friend recommended Jack Charles Tonbridge and I was still very skeptical. But It then out to be a big surprise. The teams @ JC Tonbridge are just on another level. The curent mkt conditions are not very easy as one could imagine, but Lizzie, Richard, Guy, Paul and the whole team @ jack Charles are always very polite and extremely professional and would always go the extra mile to help their clients. I would like to express our gratitudes for all your help in the past few months and I can honestly say it's the most professional team I have come across and we would be highly recommend their services to anyone in Tonbridge and surrounding area. Thank you.
5/5
GoogleSarah and all the staff at Jack Charles have been persistent and reliable during an extremely drawn out transaction, always keeping me updated and explaining the various options available at each stage clearly and patiently. Above all they cared about the whole process and most importantly, about the people invloved. And when it looked like the deal may have got stuck at the end due to the some issues with the solicitors, they stepped in to make it happen. I could not reccomend them enough, well done Jack Charles for going above and beyond what is expected of an estate agent.
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Jack Charles's Tonbridge office has 102 reviews across two platforms: 94 on Google, 8 on Trustpilot (across the whole business). Reviews may appear on more than one platform. Checked 9 October 2026.
Jack Charles is rated 4.3 out of 5 across all 102 reviews, and 4.4 out of 5 on Google from 94 reviews, checked 9 October 2026.
Jack Charles, Castle Lodge, Castle Street, Tonbridge TN9 1BH.
Ratings and review counts checked 9 October 2026. Is this your office? Claim your page.
