Chestertons: most-reported complaints
Automated analysis of 168 public Trustpilot reviews published 2025-03-10 to 2026-09-07. TrustScore 4.4 from 3,071 total reviews — see the Trustpilot page. Quick answer: is Chestertons legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, accounting for 44% of the 75 complaints identified in 168 reviews. Other frequent concerns include issues categorized as 'other' at 21% and poor core service at 16%. Additionally, 15% of complaints mention that support is unreachable. The trend for unhelpful support is rising, while unreachable support is falling, and other issues remain flat.
How to reach Chestertons
These are the contact details Chestertons publishes on its Trustpilot profile, as of our last check on 2026-09-26 — it publishes no phone number there, email [email protected], address 40 Connaught Street, London, W2 2AB, GB.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2021-08-10 and last replied to a negative review on 2026-09-08. We last checked this profile on 2026-09-26 and found 1 new review. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 25 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “E: 30/05 Win A Family Ticket To Chestertons Polo In The Park (RC)”, “E: 31/05 WIN WITH LA MARTINA and CHESTERTONS POLO IN THE PARK”, “E: 25/05 WIN The Ultimate Chestertons Polo In The Park Ladies Day Experience”.
Elsewhere: 4.5★ on Google (608 reviews)
TrustScore over time
4.5 → 4.4 across 6 census measurements since 2026-08-27. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-27 (97%, 5.0d) · 2026-08-30 (93%, 5.0d) · 2026-09-02 (92%, 3.9d) · 2026-09-08 (95%, 3.9d) · 2026-09-11 (97%, 3.8d) · 2026-09-26 (97%, 3.8d).
Severity: 53% of this company’s 75 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.8 days between the experience and publishing their negative review (221 reviews record both dates).
Measured reply time: across 220 negative reviews that received a public reply, the median wait was 2 days — the company profile reports an average of 4 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 220 company replies to negative reviews analysed, 23% engaged with the specific problem and 59% were generic templates.
38% of its 81 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 44% of this company’s complaints vs a 27% median across 320 ranked companies in its sector.
Review velocity: 350 of this company’s 3,071 Trustpilot reviews (11%) were written in the last 12 months.
What are the most common complaints about Chestertons?
Support unhelpful
33 reports · 44% of complaintsrising since 2026-04“Even after escalating to head office (London regional area director) nothing was done”
The company replied on 2025-07-07: “We sincerely apologise for your experience when you worked with us two years ago. We hope that since then our customers have benefitted from our service, which is always under review ensuring we meet…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“No proactive sales activity, no communication and generally useless.”
The company replied on 2025-06-30: “Dear Paul, i am sorry to hear of your frustration. I understand a senior member of the team has contacted to you offer any further support that may be needed and to understand your experience in a…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
3 readers marked this review helpful on Trustpilot.
“Unresolved issue for 4 months – no communication or action”
The company replied on 2025-07-09: “We sincerely apologise for the frustration you’ve experienced with our property management services. Your concerns about the unresolved leakage issue are important to us, and we are actively…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Other
16 reports · 21% of complaintssteady“They scam tennants out of part of their deposits by taking photos that are not included in the original inventory”
The company replied on 2025-07-17: “Hi Mark, I am sorry to read your feedback. Please be assured that a full inventory is prepared by a professional third party at the start of a tenancy. A tenant is able to raise any additional points…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“The lost keys debacle (the pinnacle of incompetence)”
The company replied on 2025-08-22: “We sincerely apologise for your experience, Hilda. Your feedback highlights significant areas which we will review to ensure we are delivering the high levels of service our customers have come to…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“I have constantly been lied to about the fixes that would be made to the property”
The company replied on 2025-05-12: “Dear Sufyan, I am sorry to read your feedback following your tenancy. I have reviewed the schedule of condition which was prepared by a third party on the day your tenancy commenced. This documents…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
Poor core service
12 reports · 16% of complaintssteady“Continual lies, misinformation, lack of follow up and just disappearing without trace.”
The company replied on 2025-06-17: “Dear Graham, I regret to hear of your experience. I understand this was a long transaction due to a lengthy chain. I am sorry that we could have done better to keep you updated of progress and we…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“No keys. Chestertons couldn’t even manage the most basic task: providing access to the property.”
The company replied on 2025-04-01: “Hi Jordan, I am sorry to read your comments following your experience working with our Property Management team. I regret to hear of your frustrations and that we have failed to meet your…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“no care or urgency to fix this”
The company replied on 2025-03-21: “Dear MP Maida Vale, I am sorry to read your experience while working with our Property Management team. I have spoken with the team who have advised they are in communication with you and will be…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Support unreachable
11 reports · 15% of complaintsfalling“Once our tenancy ended, there was radio silence with regards to our security deposit”
The company replied on 2025-05-01: “Hi Abdullah, thank you for sharing your experience. I regret to hear of your frustrations and I am sorry that you felt unsupported during your tenancy at St George Wharf. I would like to assure you…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“you call and leave messages to not get any response”
The company replied on 2025-03-21: “Dear Customer 2, thank you for taking the time to post a review. I have spoken with our Fulham sales team and unfortunately we have been unable to review your experience as we have been unable to…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“fail to maintain even basic levels of professionalism such as returning emails or phone calls”
The company replied on 2025-06-13: “Dear Nicola, I regret to hear of your experience, we fully recognise the frustration an unanswered email or call can cause and we apologies this was your experience. I understand a senior member of…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Billing errors
9 reports · 12% of complaintssteady“Once our tenancy ended, there was radio silence with regards to our security deposit”
The company replied on 2025-05-01: “Hi Abdullah, thank you for sharing your experience. I regret to hear of your frustrations and I am sorry that you felt unsupported during your tenancy at St George Wharf. I would like to assure you…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“we were charged an early vacating fee”
The company replied on 2026-08-11: “We’re truly sorry to hear about your experience. Ensuring our clients are satisfied is extremely important to us. Your feedback is invaluable, and we’ll be reviewing your comments internally to…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“They never clearly inform customers that they keep the deposit as fees”
The company replied on 2026-04-13: “Thank you for sharing your experience, Karla. We take your feedback seriously and are committed to addressing these concerns. Transparency is important to us, and we apologise for any confusion. Your…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Overcharging
9 reports · 12% of complaintssteady“they charge more fees then they agree from the start”
The company replied on 2025-11-18: “We’re sorry to hear about your experience, Mark. Your concerns regarding fees and transparency are important to us and we have acted promptly to review your comments. I have found that our fees and…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Chestertons still want a renewal fee of £2,000 an absolute joke”
The company replied on 2026-07-15: “Thank you for sharing your experience, Graham. We're glad to hear your positive feedback on lettings, but we sincerely apologise for the issues you've faced with renewals. Your insights are…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“recently pricing a basic, one-day decorating job at over £1,200.”
The company replied on 2026-03-18: “We appreciate your feedback, Geoffrey. We're sorry to hear about your experience with maintenance costs. Your concerns are important to us, and we're continuously working to ensure our services…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Compare Chestertons with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-08.