Carter Jonas Avis 569

I am writing this review as a long-term landlord who has supported this agency’s business for many years. Unfortunately, my experience has been overwhelmingly disappointing. Their customer service was consistently poor, often entirely unresponsive, and communication was lacking at every level.

In my dealings with them, I observed a strong bias in favor of tenants, sometimes to the detriment of fairness. On one occasion, they disregarded a detailed checkout report that clearly documented damage to my property, and they still returned the full deposit to the tenant. Although I eventually received some compensation, it did not come close to covering the actual cost of the damages.

Routine property visits were unreliable—sometimes carried out, other times not—and when issues arose, they were handled with little to no urgency or accountability. One complaint took over a year to resolve, during which time they repeatedly ignored my emails. Their complaints department in Newbury was just as ineffective as the local branch, displaying an inability to process basic information or respond constructively. Instead, they often misrepresented facts and made unfounded assumptions, occasionally attributing tenant issues to landlord negligence without providing any supporting evidence.

Their lack of professionalism spans multiple departments, including the accounting team, from whom I am still waiting for a response. There also appears to have been a high turnover of staff, which may contribute to the inconsistency and poor service.

In my experience, this agency is not equipped to manage properties competently, and as a landlord, I have incurred financial losses rather than profit. I would caution other landlords to consider these issues carefully before engaging with them.

After years of dealing with them, I can say without hesitation that they were some of the most toxic and unpleasant individuals I’ve encountered. Every interaction was charged with negative energy. In particular the lady of the complaint department in Newbury treated me not with respect or professionalism, but with contempt—as if we were a problem to be managed, not clients to be served.
I terminated the agency’s services without hesitation, relieved to finally sever ties with an organisation that consistently failed to fulfil their contractual obligations and neglected to provide fair compensation for my losses. Working with them was nothing short of dealing with utter incompetence.

Julia Wilson and Zoe Moore both very efficient, friendly and helpful with selling my flat.

I recently worked with Carter Jonas for my move, and I couldn't have asked for a better experience. Monika Vickers was the agent who guided me through the process, and her excellent communication made everything seamless and stress-free. Thank you.

From start to finish, the entire process was incredibly straightforward, and I truly appreciated the efficiency and professionalism. Carter Jonas has a way of handling things that makes everything feel effortless—whatever needed to be done was handled promptly.

Based on my experience, I would absolutely recommend Carter Jonas to anyone looking for a reliable and smooth property move.

The agent of Carter Jonas is very dishonest, unhelpful and not professional.

We had a fantastic experience with Nicholas. He kept us informed throughout the process & had been really helpful & instrumental in the negotiation of a property we’re in the process of buying. Would thoroughly recommend !

Excellent communication throughout my property purchase with them. Ed from the Newbury branch was excellent.

Great team, very responsive and helpful for my new rental. Special thanks to Sophie and Becky for looking after me so well. All my questions answered quickly and I’m very happy with my new home.

Marlborough Office/Nick Spencer: After comparing Carter Jonas to other well known local agents, I opted to run with them as they were professional and realistic and not stilted with company sales word-tracks and I-pad presentations.

Fred Ponsonby did the valuation and he clearly knew his stuff, he's a nice guy - relaxed and not pushy in any way. My main support throughout the sales process was Nick Spencer - great fun to work with, prompt, honest and straight forwards. He clearly knows the area and sector very well, is well connected and has all the angles covered!

My house sold in under 3 weeks and was very well managed throughout.

I'd recommend these chaps and this office, over all it was a pain-free experience and most importantly Nick got the job done well. I also have to highlight Helen as she also was a constant support too. Good team!

I have recently rented a property management by this company and i honestly have nothing positive to say, they are simply unprofessional and can’t do simple maths which led to us owing more in deposit than was firstly stated due to a mistake in the initial payment stated, then when picking up the keys to our property they were in an envelope in the office they did not ask for IDs to check we were the home owners, then coming to when we didn’t not want to renew our tenancy they would give us a days notice about viewings being conducted a week before we were due to move out ! they cause me and my house mate nothing but stress and i would avoid at all costs if you can!

Ed W kept us updated throughout a drawn out process / chain. He was trustworthy and highly professional

A big thank you to Ed and the Newbury team in arranging the sale of our cottage. Ed made sure that our buyers were regularly updated in what proved to be a challenging legal process. He also kept in regular contact with the estate agent handling our purchase.
I can recommend this business as they are professional and responsive as well as being very pleasant to work with.

With thanks to Ed Westmacott for his support and excellent service in the process of buying our house. It was a pleasure to have worked with you during this time having really valued your professionalism and expertise throughout.

With thanks to Rupert Reeves for excellent advice during the sale process.

If property sales is an art form, then Rupert is Picasso.
Thank you to the entire Carter Jonas team.

Sophie Philpott was great, she answered all my calls and emails very promptly. She let us know exactly what was going to happen and what we should expect at each stage of the process. It was all very seamless and easy. We’re really happy with our new home. Thank you.

I’m (currently) a tenant with Carter Jonas YORK.

The process of renting the property was great. Rosie was great and kept us up to date, never any issues. Throughout the tenancy, never any issues, always great service. We had 6 monthly inspections, carried out by head of lettings, David.

We have recently requested to terminate the contract. No issue with Carter Jonas or the landlord. Simply due to a new born the outgoings are now crazy.

The process was well, stressful, but not at Carter Jonas fault. David looked after us, and even with a few stressed conversations when things got hard, he was there throughout and was there us whist maintaining professionalism, communicating with the landlord and ourselves.

David throughout the inspections, well he was just outstanding. It’s obvious he excels in his role and it’s time he was noticed more for this. He offered his own (used and not required), clothing, push chair, high chair) and brought them over to us. His customer service literally went above and beyond and out of work.

I never felt pressured with David, it was always comforting knowing we had someone so well informed, respected and knowledgeable looking after us.

Even though Carter Jonas themselves are expensive, they’re expensive for a reason. Their fees are crazy, but for a tenant and for a landlord, they’re worth it.

I wish there was more conversation in terms of what is getting put in the contract and asked if we would like anything adding in etc, but I’m happy!

I would recommend Carter Jonas, especially if you have David looking after you. One true, kind hearted, caring gentleman. All the best.

I could not rate them high enough, I dealt with Simon Wright, a true professional who kept me updated throughout the process
Brilliant service

I just want to extend my gratitude to Sophie and the Carter Jonas team for their excellent service and timely responses. I’m very happy with my new property, and I truly appreciate all their support. Thank you, Carter Jonas, for everything

5 Star Service from the team from the date i moved in to the current month. Always diligent on call when needed, nothing is too much trouble. Rebecca Gee in particular has been a great asset. Thank you all and keep up the good work.