Chestertons Omdömen 

I use Chestertons as my lettings agents and my property manager, Christie Nugyen, is personable and friendly while the team also ensure all my landlord obligations are up to date and deal with the tenants' financial commitments so it makes everyone feel at ease.

I had an awful experience as a landlord with Chestertons Marylebone branch over the last year and experienced poor levels of professional conduct and purposeful misleading of both myself and the tenants.

I had been keen to rent my flat for a competitive rate and not to do building work and had said this from the outset to Chestertons. I wanted a tenant who was happy with the flat it its current condition, which was good but not newly decorated. Chestertons were initially highly responsive and very proactive, securing tenants very quickly. It was important to me that the property was viewed in person and when I asked that they had, Lettings Manager Maya gave me the impression they had saying that although she hasn’t shown it herself she knew one of the tenants was living in London so able to view.

When the tenants later moved in I was shocked that they were so unhappy with the property and complained about things that were clearly visible - photographing every paint imperfection in the flat. When looking back at the marketing photos, I saw Chestertons had edited these with AI (defects removed, walls airbrushed, vents removed) to give the tenants an impression of a perfect newly refurbished “new-build type” property, even though the flat was a historic 1900s building that hadn’t been newly decorated.

After Chestertons were previously highly responsive, it was difficult to get ahold of Maya with my calls to her and the messages left with the receptionist ignored. After being insistent, I eventually managed to speak to her and expressed that I felt altering the images and not admitting that the tenants had not seen the property was not good practice (especially when I directly asked this). I said I felt it had created an unrealistic impression of the flat and had resulted in a situation where neither tenants nor landlord were happy, meanwhile Chestertons had received their full year's commission up front. Her response to me was that no person rents based on photos alone, so AI editing didn’t matter and how they view is their choice. She said Chestertons specifically implements a "sight unseen clause" to protect themselves from this situation. When I asked if, in the event that the tenants did not want to continue to rent the flat, it was possible to end the contract early and refund their rent, she said to me that in this case the tenants would be liable to pay Chesterons' commission and all landlord outgoings and fees as an "early surrender" (i.e. making it unrealistically possible to reverse the contract).

Over time I managed to build a good relationship with my tenants, answering the many requests they had due to their mismatched expectations. They were reasonable people but had simply been sold an unrealistic impression of the property by Chestertons. I found Chestertons absolutely no help throughout. They made it very clear that they had been paid for their work and the tenants many demands were now my problem.

My experience is that they only care to get as much money as possible with little concern for tenant or landlord. I was very disappointed by the lack of honesty and I would urge both tenants and landlords to beware.

Christie and the team at Chestertons were extremely professional and helpful throughout our experience.

From the moment we rented the property, and throughout the time we lived there, they were always very quick to respond and happy to help whenever we needed anything. Christie in particular was incredibly supportive, approachable and efficient.

We are very happy to have had the opportunity to work with Chestertons and would definitely recommend their services. A truly professional and reliable team!

I dispute Chestertons' entitlement to retain my £669.23 holding deposit and have now formally escalated the matter.

I found the referencing process inconsistent, unnecessarily stressful and at times confusing. The process initially commenced through Canopy and subsequently involved LetRef, with extensive and changing requests for information and documentation.

I was also sent tenancy documentation containing names/information apparently relating to another letting process, which I was asked to amend and return. The agent subsequently acknowledged in writing that he had edited a document previously sent to other clients and had “made a real mess of it.” This raised serious concerns for me about the professionalism of the process and the handling of information.

Despite these difficulties, I continued cooperating fully. I provided extensive documentation and references, completed the Canopy verification process and progressed to the point where my check-in was confirmed for 12pm on the agreed move-in date.

On the morning the application was stopped, after discussing the outstanding issues with me, the agent told me:
“Ok I think we're good. My manager is sending to the landlord.”

Approximately half an hour later, I was suddenly informed that I had failed referencing and that Chestertons could no longer proceed with my application.

I immediately requested the return of my holding deposit. I was then told:

“Since you failed references - we will be retaining the deposit.”

This is particularly concerning because I had received written confirmation from Canopy that its team had checked my Address Verification submission and that “everything looks good”, while my RentPassport continued to show as Complete, with the relevant sections displayed as verified.

I have asked Chestertons to identify the exact documents upon which it relies, what specific information it alleges was false or misleading, and the statutory basis under the Tenant Fees Act 2019 upon which it believes it is entitled to retain my holding deposit.

I have not yet received a substantive explanation addressing those questions.

I have also spoken directly with the prospective landlord's Residential Manager. I was informed that the landlord had been told that my referencing was unsatisfactory but, according to what I was told, had not been given the reason for that outcome. During that conversation I was also given information about the landlord's referencing requirements which, I was told, the agencies they work with were aware of. This added further questions for me about how the referencing process had been handled and communicated from the start.

Another concern is that when Chestertons originally requested the £669.23, I was simply told via WhatsApp that the payment was required “to secure the property.” After paying, I was told “Congratulations!” and that referencing would commence shortly.

I was not provided at that point with an explanation of the circumstances in which the holding deposit could be retained, nor was I informed before paying that a reference specifically from my current landlord would ultimately be regarded as essential.

The matter has now been reported through the appropriate consumer/enforcement channels, including Trading Standards, and I have been provided with a reference. I am also pursuing the formal remedies available to recover my holding deposit if Chestertons continues to refuse its return.

After experiencing this myself, I was concerned to find many other public reviews describing deposit disputes involving Chestertons.

I would have expected a much clearer, more transparent and more professional process from such a long-established letting agency.

I would also expect Chestertons, as a long-established letting agency, to fully comply with the applicable tenancy legislation and to ensure that any decision to retain a holding deposit is supported by a clear, transparent and properly substantiated legal basis.

Based on the legal advice I have received and my discussions with the relevant consumer and enforcement bodies, I have serious concerns that Chestertons has failed to comply with those obligations in its handling of my holding deposit.

I remain willing to update this review to reflect the eventual outcome of the dispute.

Chestertons have been most professional and efficient in all our dealings in renting and managing our property.

The staff have been excellent, especially Orchid Ho, Nakita Barklem-Shultz and Shana Campbell

The selling team is fab. Purchased a house recently and the process was straight forward. Thank you!

I dealt with Christie Nguyen who is very efficient and proactive.

I rented on Cornwall Gardens in South Kensington through Chestertons (South Kensington office). The flat was left full of the landlord's own belongings (dingy pillows, dirty guest mattress under the bed, business supplies like business cards/magazines/junk, AirBnB supplies, dingy bins, food, a vacuum cleaner, etc.). I flagged it, and the landlord authorised his own contractor, via Chestertons, to remove “all the items.”
At move-out the flat was professionally cleaned and the independent check-out report called it “in very good order.” Even so, the landlord tried to deduct around £929 from my deposit — including for a vacuum (£749) and a bin his own contractor had removed on his instruction. His story kept changing, and he even reported his own contractor to the police over the same items at the same time, attempting to extort one of us. I did not feel supported by Chestertons throughout. Never forget that their client is ultimately the landlord and even though they need tenants and woo them (talking a big game like the Associate Director), they do not care about the tenants. They service the landlord only. Since the landlords pay them a fee to manage the property, all roads lead to taking their side and only caring about them. Last fall, the heat and hot water went out, and the toilets didn’t flush (building sewage back-up). The ordeal took 15 days, and the Chestertons after hours team told me to boil pots of hot water and get a heater. With the toilets, they said they couldn’t do anything unless it was a hazmat situation and to use the bathroom and let it pile up then complain. They have no real concern, care, or customer service for tenants. Your assigned property manager doesn't care either. They will feed you canned, "professional" lines that always support the landlord even when the landlord is in the wrong or lying. They will not help you when you go to TDS either. They will only help the landlord.
The dispute went to the Tenancy Deposit Scheme and I won — my deposit was returned. Tenants: photograph everything, get it in writing, keep a timeline, and don't accept unfair deductions. Don't believe their smiles, their stuffy Britishisms (I'm an American and was fooled), or their promises to diffuse situations. They don't care about their tenants.

Christie N. was extremely helpful, responsive and efficient throughout my stay at Fernlea Road, and always made sure that any questions or requests were addressed promptly.
She was friendly, professional and accommodating from the beginning of my stay through to check-out, and I really appreciated all her help in making the process so easy.

Would not use Chestertons again. Very bad experience. Lack of transparency, fees and costs. Found them unprofessional in not taking responsibility for their own mistakes, subsequently costing me more money, as a landlord. Will not be providing Chestertons with any further business, with any of my properties in sales or rentals after this very disappointing, dishonest experience.

I have been a Chestertons customer for many years and very satisfied with their service. In particular, I would like to thank Sarah Doyle (Chestertons Property Manager) for her excellent support, professional manner and reliability. Sarah is always responsive and helpful whenever I have a question or concern, and she handles everything efficiently and with a great deal of care. Communication has always been clear and straightforward, which has made renting my flat a very positive and stress free experience. I would highly recommend Sarah to anyone looking for a professional trustworthy, and considerate property manager. John (Ioannis)

Horrible, horrible, horrible experience with Chestertons Fulham lettings and property management. Multiple issues with the property left unresolved, we finally decided to cut our losses and leave, didn’t receive any compensation for living in a property which had stains and leaks and other issues, instead we were charged an early vacating fee. Escalated to management and then senior management, no one cared. It’s been 3 years we are still scarred by our horrible experience with this company and would not recommend it to our worst enemy. Stay well clear if you value your sanity.

I am deeply disappointed with the shocking lack of professionalism, archaic billing practices, and customer service at Chestertons Westminster & Pimlico branch.

Despite the tenancy transitioning to a rolling periodic setup under the Renters' Rights Act, Chestertons insisted on charging 12 months of commission fees upfront in advance. When I rightfully challenged this pointing out that forcing an upfront 12 month payment for a month-to-month rolling contract with no guaranteed 12-month term violates fair practices their response was staggering.

Instead of acting constructively or adapting to modern legislation, the representative dismissively told me to just "issue notice to the tenant." Suggesting the eviction of a perfectly good tenant simply to avoid restructuring an exploitative, upfront fee model is an absolute disgrace and a complete breach of an agent’s duty of care.

Sharon Chattalis was assigned to our transaction for the departure of one of our tenants and a lease renewal. She did a great job: She communicated well without overdoing it, she kept things simple for us too, which is always very valuable with our busy lives.

Instead of telling me what procedures could not be used, she found ones that could and just got on with it. As a result our slightly unusual transaction, caused by an HMO licensing technicality, went smoothly for all parties.

Having started our relationship with Pendletons estate agent agents, we've now been working with Chesterton's for a couple of years. So far it is been a bit challenging with a lot of extra "red tape", but I know that part of this comes from the government as well as working with a larger estate agency firm. Whatever her company background, Sharon is solutions oriented and has a bucket load of common sense which is worth an awful lot. I hope you keep her and look after her. She is a credit to your organisation.
Regards
Ian Payne
Flat 19, Gateway house, 2A Balham Hill, London SW12 9EE

Ryan Briggs is very helpful.

I'm a landlord who has had their property managed by Chestertons for many years now and overall I've had a great experience with them.
My current property manager is Shruthi Purswani, and she's been excellent. She's recently helped me with a tricky situation. She is very professional and is quick to respond.
I've also had experience with their refurbishment services, which I would also recommend. I plan to do more work with them in the future. Our contact was Elizabeth Joyce who over saw the work. She liaised with the contractors, kept us up to date and addressed any concerns promptly. We are very happy with the final result.

Marianna Charalambous is the agent for the property I am renting and she is quite good. She was a welcome change from the previous agents who showed me the property and thereafter the ones who were managing it.

Marianna is matter of fact, prompt, empathetic and makes a sincere attempt to resolve issues. I faced quite a few in the property and Marianna took note of my requests, given I was pregnant at the time and in my last few weeks, ensuring that steps were taken expeditiously towards the solution. She kept me updated and acted responsibly. She was available telephonically and also wrote to me via email, thereby ensuring that the communication chain always remained intact- which for me is critical.

I recommend Marianna strongly as an agent who is worth it. Keep up the good work!

I recently joined an existing tenancy, and Sharon handled the whole process. She was professional and communicative at every stage and made the process easy.

It was an emergency and Carolyn and Carl were extraordinary helpful. They went the extra mile to solve it and they really got involved in the process with external parties.

I am really grateful.

Excellent Service from Chestertons

I had an excellent experience with Chestertons throughout my tenancy, and I would like to express my sincere thanks to Leusa, James, and especially Isaiah for their outstanding support.

At the beginning of my tenancy and throughout my time renting the property, Leusa and James were always professional, friendly, and helpful. Whenever I needed assistance, they responded promptly and made the whole renting experience smooth and stress-free.

I would especially like to thank Isaiah, who supported me during the final stage of my tenancy and throughout the check-out process. Isaiah was always patient, professional, responsive, and reassuring. Whether it was arranging maintenance, answering questions, coordinating the check-out, or keeping me updated on the progress of my deposit, he handled everything efficiently and with great care.

The entire check-out process was well organised and straightforward, and I was delighted that everything was concluded smoothly. Throughout the process, Isaiah kept me informed and made what could have been a stressful experience feel simple and worry-free.

As an international tenant, having such a professional, reliable, and supportive team meant a great deal to me. Their kindness, dedication, and excellent customer service made my experience in London a very positive one.

Thank you once again to Leusa, James, and especially Isaiah for all your help. It was truly a pleasure working with you, and I look forward to working with Chestertons again when I return to the UK.

Highly recommended. Five stars!

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