We purchased through Caplen Estates and were pleased with the level of service provided. Abbie was clear and communicative throughout the full process, and has gone the extra mile throughout. Caplen also recommended good value conveyancing solicitors and building surveyors which was greatly appreciated. We would recommend their services.
If I could give 0 stars I would. This has hands down been the most awful experience of working with an Estate Agent. I feel like crying even just writing this review, if you're a landlord I would urge you to find another agent and likewise for tenants. Ellie has to be the rudest and most unhelpful property manager I've ever met, she overpromises and under delivers. She seemed shocked when I made a complaint about her but I've since found several complaints online about her attitude and how hot and cold she can be one day to the next. Our Landlady was paying a management fee but everytime we had an issue we were told to resolve it ourselves by watching Youtube videos as calls out were too expensive. I also had to chase constantly for updates about mould in our flat and was always answered with a sarcastic or rude response, I basically managed the property myself. Ellie would send incorrect invites out for inspections and cancel an hour before they were due when I had taken time off work to be present and the response was 'I can't help being ill' but surely your colleagues could let us know with more than an hour's notice? The director Katrina just defends her staff with no empathy for the complaint, I've never met someone who lacks so much empathy, I understand that this is your staff member but she's been really awful and you don't do anything about it. We were allowed to leave our tenancy early and Ellie made sure she was as difficult as possible during the whole process, taking ages to respond, yet when she wanted things from us we had to respond sharpish. My new estate agent was shocked by the manner in which Ellie handled things, we agreed on timelines that Ellie never stuck to, like agreeing to wait for referencing before completing our new reference but she decided to take her own guidance on that without consulting anyone. We are also due overpaid rent back which was promised days ago, Caplen just has no compassion for the people they work with nor sticks to dates that they agree. It's a shame as others in Caplen that I have spoken with like Billy, Rhea and Emily have always been polite and helpful. Maybe it would be a better company if Katrina took feedback on board and actually dealt with rude, unhelpful, and outwardly horrible staff members.
Really appreciate all Caplen Estates help in a difficult process. Billy was really very helpful in the negotiations and original viewings along with feedback, he was always on hand for any issues and very courteous. From the point the sale agreed Abbie dealt with the progression of the process, she was absolutely brilliant and single handedly managed the chain and ensured that I was kept updated daily whilst also dealing with some difficult issues along the way. Thank you so much for all your help. We strongly recommend Caplen Estates.
I am delighted to recommend Caplen Estates having just completed my house sale. As I live abroad I took my time chosing the right agent's for me and I couldn't be happier. Special mention to Abbie she kept me informed every step of the way. I also think independent agents have a more personal approach.
It has been an absolute pleasure dealing with Caplen Estates. From my first viewing all the way to completion Billy has been great! Really responsive, professional and friendly. Being a first time buyer, I had a lot of questions and both Billy and Abbie were really helpful all throughout the process. I would definitely use them again in the future and highly recommend them. I was also given a gift box and plant by the team on the day I completed which was really lovely :) Thank you Billy & Abbie for making this such a pleasant experience!
