Hern and Crabtree Estate Agents Reviews 

Reply from Hern and Crabtree Estate Agents

Jan 16, 2026

Thank you for such a thoughtful and detailed review, Anna. We’re delighted to hear about your positive experience with Owen, Jo, Harry and the wider team at our Llandaff Sales Office. It’s especially rewarding to know that their advice, reassurance and support made a real difference to you throughout the process.

We’re pleased that the marketing, online presentation and communication helped achieve a quick and successful sale, and that you felt confident and well looked after from start to finish. Thank you for trusting Hern & Crabtree and for your strong recommendation.

With best wishes for the future,
The Hern & Crabtree Team

Reply from Hern and Crabtree Estate Agents

Jan 16, 2026

Thank you for your kind review. We’re pleased to hear that the team at our Heath Sales Office provided a professional and patient service while marketing and selling your rental properties. Managing detailed requests and ensuring all parties are supported is something we take great pride in, so your feedback is greatly appreciated.

Thank you for trusting Hern & Crabtree with your sales, and we look forward to assisting you again in the future.
The Hern & Crabtree Team

Reply from Hern and Crabtree Estate Agents

Jan 16, 2026

Thank you for your lovely feedback, Ben. We’re very pleased to hear that Gina was able to support you through what can be a very stressful time. Her dedication to keeping things moving and liaising with solicitors is something she takes great pride in, so your kind words will mean a lot to her.

We’re delighted she was able to help get everything over the line for you, and we wish you all the very best in your new home.
The Hern & Crabtree Team

Reply from Hern and Crabtree Estate Agents

Jan 16, 2026

Thank you for your wonderful review, Jackie. We’re delighted to hear how positive your experience was with Gina, Ann Marie and the rest of the team at our Heath Sales Office. Keeping clients well informed and supported throughout the sales process is incredibly important to us, so it’s great to know this was reflected in your experience.

We’re also pleased you were happy with the photography carried out by Mike — presenting properties to the highest standard is something we take great pride in. Thank you for your kind words and for choosing Hern & Crabtree.

With best wishes,
The Hern & Crabtree Team

Reply from Hern and Crabtree Estate Agents

Jan 16, 2026

Thank you for your kind feedback. We’re delighted to hear that you had such an excellent experience with Hern & Crabtree and that the team provided supportive and helpful service throughout. Gina, Anna-Marie and Gavin will be especially pleased to receive your thanks.

We really appreciate you taking the time to share your experience and wish you all the very best moving forward.
The Hern & Crabtree Team

Reply from Hern and Crabtree Estate Agents

Jan 16, 2026

Thank you for your thoughtful review, Wendy. We’re delighted to hear that you received consistent support from the team at our Pontcanna Sales and Lettings Office over such an extended period. It’s particularly pleasing to know that staff changes were handled smoothly and that Daisy was able to offer helpful solutions when the unexpected arose.

Providing an approachable, responsive and professional service at all times is very important to us, so your feedback is greatly appreciated. Thank you for choosing Hern & Crabtree.
The Hern & Crabtree Team

Reply from Hern and Crabtree Estate Agents

Jul 16, 2025

Dear George,

Thank you so much for your incredibly kind words — your review genuinely moved us all here at the Pontcanna branch.

It’s been an absolute privilege to support you through what we know has been a deeply emotional and complex journey. We're so glad we could make things a little easier during this time, and your warmth and good humour along the way made you a joy to deal with.

Natalya, Rhodri, Anna and Daisy are all touched by your shoutout.

Wishing you all the very best for the future, and please do pop in if you're ever nearby.

Warmest regards,
The team at Hern & Crabtree, Pontcanna 💙

Reply from Hern and Crabtree Estate Agents

Jul 16, 2025

Dear Thomas,

Thank you so much for taking the time to leave us a review — we’re really pleased to hear that your first rental experience felt so smooth and straightforward!

It’s great to know Anna was able to make the process feel like a breeze — we’ll be sure to pass on your kind words to her.

Wishing you all the best in your new home, and please don’t hesitate to reach out if we can help with anything in the future.

Warm regards,
The Hern & Crabtree Lettings Team

Reply from Hern and Crabtree Estate Agents

Jul 16, 2025

Dear Jonathan,

Thank you so much for your continued trust and for sharing such kind words about your experience.

Adele and the team are absolutely delighted to have helped once again, and it’s great to hear that you’ve found fantastic new tenants for your property. We really value your loyalty and are always here to offer honest advice and support throughout the letting process.

Thanks again for your recommendation — it means a great deal to us all.

Warm regards,
The Hern & Crabtree Lettings Team

Reply from Hern and Crabtree Estate Agents

Jul 16, 2025

Dear Freya,

Thank you so much for your lovely review — it means the world to us!

We’re thrilled to hear that your first rental experience together was such a positive one, and that our team helped make it smooth and enjoyable from start to finish. That’s exactly the kind of service we aim to deliver for every tenant, so your feedback really does make our day.

Wishing you and your partner all the best in your new home — and don’t hesitate to get in touch if we can help in the future!

Warmest wishes,
The Hern & Crabtree Lettings Team

Reply from Hern and Crabtree Estate Agents

Jul 16, 2025

Dear Urfan,

Thank you very much for your kind words.

We’re so pleased to hear you found the team in our Pontcanna office helpful and polite — it’s always our aim to provide a friendly and supportive service. Your feedback is truly appreciated.

Best wishes,
The Hern & Crabtree Team – Pontcanna

Reply from Hern and Crabtree Estate Agents

Jun 10, 2025

Dear Faranak Gh and Mike Tandy,

We’re genuinely sorry to hear that your experience did not meet your expectations, and we take your feedback very seriously — especially when a client feels so disappointed.

We’d like to provide some context around the events following the completion of your purchase through our agency.

After the successful completion and key collection, you informed us that the back door key had not been left by the seller and that the door had been left unsecured. As you were due to go away the following day, we fully appreciated the urgency of the situation. Jo made multiple attempts to reach the seller, leaving several voicemails, but unfortunately received no response. As a result, you arranged for a locksmith, and we offered — as a gesture of goodwill — to cover the cost of replacing the back door lock (approximately £75). We understand that you also chose to replace the front door lock for added peace of mind.

Later that evening, you contacted us with concerns about the condition in which the property had been left. Owen responded the following morning, before 10am, to acknowledge your concerns and to express our shared disappointment. However, as we explained at the time, the condition of the property upon handover is legally the seller’s responsibility. Estate agents are not party to the contract of sale and therefore have no authority to enforce standards regarding how a property is left. Any issues of this nature must be addressed through the legal representatives involved.

We absolutely understand how stressful moving can be, particularly when things don’t go smoothly. We're truly sorry that your first impression of your new home was a negative one. That said, we must clarify that none of the issues you encountered were within our control or caused by our agency. We believe we acted promptly, professionally, and in good faith to support you wherever we were able.

You are correct in quoting Densie — she did say she would rather not be having this conversation. That comment came from a place of genuine frustration, as she had already explained on several occasions that the matter lay completely outside our remit as agents. Despite our willingness to help, there was, unfortunately, nothing further we could do.

To set expectations more clearly: no estate agency in the UK is legally responsible for checking, cleaning, securing, or preparing a property prior to the new owner moving in. While we would love to provide such a service, it is not something any buyer can reasonably expect under current industry standards. As we’ve stated in response to a review left on another platform, these responsibilities lie solely with the previous owner, and regrettably, we have no authority to enforce them.

We always strive to support both buyers and sellers fairly, and while some matters are outside our control, we do our best to go above and beyond — as we endeavoured to do in your case.

We sincerely wish you all the best in your new home and hope it brings you much happiness in the future.
Yours sincerely,
The team @ Llandaff H&C

Reply from Hern and Crabtree Estate Agents

Updated Jun 10, 2025

Dear Faranak Gh and Mike Tandy,

We’re genuinely sorry to hear that your experience did not meet your expectations, and we take your feedback very seriously — especially when a client feels so disappointed.

We’d like to provide some context around the events following the completion of your purchase through our agency.

After the successful completion and key collection, you informed us that the back door key had not been left by the seller and that the door had been left unsecured. As you were due to go away the following day, we fully appreciated the urgency of the situation. Jo made multiple attempts to reach the seller, leaving several voicemails, but unfortunately received no response. As a result, you arranged for a locksmith, and we offered — as a gesture of goodwill — to cover the cost of replacing the back door lock (approximately £75). We understand that you also chose to replace the front door lock for added peace of mind.

Later that evening, you contacted us with concerns about the condition in which the property had been left. Owen responded the following morning, before 10am, to acknowledge your concerns and to express our shared disappointment. However, as we explained at the time, the condition of the property upon handover is legally the seller’s responsibility. Estate agents are not party to the contract of sale and therefore have no authority to enforce standards regarding how a property is left. Any issues of this nature must be addressed through the legal representatives involved.

We absolutely understand how stressful moving can be, particularly when things don’t go smoothly. We're truly sorry that your first impression of your new home was a negative one. That said, we must clarify that none of the issues you encountered were within our control or caused by our agency. We believe we acted promptly, professionally, and in good faith to support you wherever we were able.

You are correct in quoting Densie — she did say she would rather not be having this conversation. That comment came from a place of genuine frustration, as she had already explained on several occasions that the matter lay completely outside our remit as agents. Despite our willingness to help, there was, unfortunately, nothing further we could do.

To set expectations more clearly: no estate agency in the UK is legally responsible for checking, cleaning, securing, or preparing a property prior to the new owner moving in. While we would love to provide such a service, it is not something any buyer can reasonably expect under current industry standards. As we’ve stated in response to a review left on another platform, these responsibilities lie solely with the previous owner, and regrettably, we have no authority to enforce them.

We always strive to support both buyers and sellers fairly, and while some matters are outside our control, we do our best to go above and beyond — as we endeavoured to do in your case.

We sincerely wish you all the best in your new home and hope it brings you much happiness in the future.
Yours sincerely,
The team @ Llandaff H&C

Reply from Hern and Crabtree Estate Agents

Jul 16, 2025

Dear Ewelina,

Thank you so much for your lovely feedback!

We’re delighted to hear that the photoshoot went smoothly and that you’re pleased with how your home looks in the images. Presenting properties at their best is so important, and it’s great to know you’re happy with the results.

Wishing you all the best as we move forward with your sale!

Warm regards,
The Hern & Crabtree Team

Reply from Hern and Crabtree Estate Agents

Jul 16, 2025

Dear Justine,

Thank you so much for your lovely review!

We’re so pleased to hear that you had a great experience with Alastair — he’ll be delighted to know his professionalism and attention to detail made a difference. It’s fantastic to hear that you’re happy with how the photographs turned out — showcasing your property in the best light is always our priority.

Wishing you all the best as we move ahead with the sale!

Warm regards,
The Hern & Crabtree Team