Chancellors - Newbury Avis 

I instructed Chancellors to sell my property after accepting their recommended valuation and marketing strategy. Unfortunately, my experience fell well below the standard I expected from a national estate agency.

The initial valuation appeared optimistic, yet within only a few weeks and after very few viewings I was encouraged to reduce the asking price by around £50,000. This left me questioning whether the original valuation had been properly supported by market evidence.

The marketing strategy also failed to deliver. An Open House event, which had been presented as a key part of the sales approach, attracted only three attendees, and when it failed to generate momentum there appeared to be no meaningful alternative strategy.

My greatest disappointment, however, was the communication. Many emails containing questions and suggestions went unanswered or were only partially addressed. On one occasion, the asking price was reduced without informing me beforehand. I regularly found myself chasing for updates rather than receiving proactive communication.

I also saw little evidence of sustained sales activity once the property had been launched. Viewings gradually dried up, momentum was lost, and the main solution seemed to be further discussion about reducing the price rather than exploring different marketing approaches or targeting new buyers.

After my agreement with Chancellors ended, I instructed another local estate agent. The contrast was immediate: communication became proactive, feedback was prompt and detailed, marketing plans were clearly explained, and I felt informed throughout the process.

To be fair, Chancellors did respond to my formal complaints and acknowledged shortcomings in aspects of their service, apologising for a number of issues. However, my overall experience left me disappointed and without confidence in their ability to manage the sale effectively.

Based on my experience, I would struggle to recommend Chancellors.

I would like to pass on my thanks and appreciation to Gwen who works in lettings within the Newbury Branch. She carried out the viewings of one of my rental properties with the utmost professionalism which resulted in securing the perfect tenants which is always a real relief to me. All the documentation and paperwork were overseen personally by herself which ensured a smooth transition to the new tenancy, and she was the perfect point of contact giving my full confidence in the whole process.

Well done Gwen and I look forward to you overseeing my next tenancy.

The agency was professional, polite, and on time. They knew the area well and were fully prepared to answer my questions regarding the property I viewed in Newbury, they were knowledgeable and keen to hear any questions I had regarding it.

communication and the speed of the process so far has been excellent

I would like to share very positive feedback about Vassna Willcock. She was incredibly professional, well-organised, and communicated clearly throughout the entire viewing process, which made everything feel smooth and stress-free.

She showed me the properties at Bartholomew Street, Newbury, Berkshire, taking the time to go through everything thoroughly and ensuring I felt comfortable throughout.

What really stood out was her kindness and genuine care. During an unexpected situation with a neighbour, she handled it calmly and professionally, which made me feel supported and reassured.

In addition, she was very approachable, knowledgeable, and patient, taking the time to answer questions and explain details without rushing. Her positive attitude and attention to detail made the whole experience feel personal rather than transactional.

Miss Willcock combines professionalism with a warm, considerate approach, which is not always easy to find. She represents the agency to a very high standard and made a lasting positive impression.

I would highly recommend her to anyone looking for a reliable and supportive property agent.

We were approached and welcome to view the property. All the information that we want to know was answered. We feel comfortable to look around. She is so kind to show us around.

Quick to reply and amicable evan though i arrived 15 minutes earlier the Agent didnt let me outside but welcomed me to view the property.

Everything went well and I must say Vassna was really a nice person.

I would strongly caution landlords, tenants, and prospective clients before engaging Chancellors for property management.
My experience has been marked by poor communication, rigid and questionable fee practices, and a lack of transparency—particularly around statutory repairs and contract terms. Essential repairs (including sanitation and plumbing issues) were significantly delayed despite funds being provided, with no clear or committed timelines given. Information provided to me as the landlord was also inconsistent with what tenants were being told directly, which created unnecessary confusion and frustration for all parties.
I made repeated, good‑faith attempts over an extended period to resolve these issues constructively and proportionately. Unfortunately, each attempt was met with a hard, inflexible position rather than meaningful engagement or resolution. I am happy to share the full written correspondence if required, as all communication was conducted professionally and in writing.
I also encountered repeated assertions that a management agreement could not be terminated at the end of a tenancy, despite the landlord–agent contract being separate from the tenancy agreement. Requests for written clarification, timelines, and handover processes were met with vague or contradictory responses rather than clear, professional guidance.
Fees were applied to mandatory statutory repairs by reclassifying them as “refurbishment” purely based on cost thresholds, without itemisation or meaningful explanation. When these points were challenged—politely and with reference to the relevant legislation—the response remained dismissive and inflexible, rather than transparent or customer‑focused.
Overall, the experience felt adversarial rather than collaborative, with more emphasis on enforcing fees and retaining control than on effective property management or fair treatment of landlords and tenants.
Based on my experience, I would not recommend Chancellors to landlords seeking clear communication, timely repairs, or a professional and balanced managing agent relationship.

Vassna of Chancellors Newbury was excellent and is a credit to her team. Vassna was my POC for a viewing in Newbury. Although i was late, Vassna managed to fit me in. My experience with Chancellors has been excellent. Prompt, helpful and professional

Prompt response and profer a solution

They were very kind and helpful to me. They answered all my questions. I would definitely recommend them to everyone.

Betsy has been incredibly professional and proactive during my 2 year tenancy. She has always been responsive and quick to come with solutions or action things

Vassna from Chancellors Newbury was incredibly helpful throughout my search and consistently went above and beyond. She kept me updated about my viewing schedule and clearly explained the details of each property. Although I didn’t end up renting due to personal reasons, I truly appreciate her professionalism and the support she provided.

Great and reliable company. Isabelle is helpful and provides great communication for landlords

The most cooperative and kind staff I've ever come across any real estate agency. Corresponding with them was always smooth and easy.
Our property manager Betsy P. was very approachable and friendly to interact with. She made our stay better by being prompt, swift and attentive to our needs and going above and beyond in resolving our issues.

Amazing service at Chancellors Newbury ! The entire team at Newbury is very friendly and approachable. I would like to specially thank Betsy Plummer (our property manager) who has been nothing but extremely kind, sweet, helpful and supportive to us throughout our time at the property. She looked at all repairs and property related issues we raised and dealt with them promptly. Really happy with the service and would highly recommend Chancellors!! We would definitely consider Chancellors in the future too because of this pleasing experience!

We went with Chancellors in Newbury as we decided to buy a house which they represented so we also were selling our house through them. We got there eventually but it felt harder than it should be and I personally felt that there was lack of communication until we started to deal with Abbey. She was very professional and helpful, always ready to support us when we needed it. She changed my opinion to more positive one once we got in touch with her. She went above and beyond to assist us with different issues and requests. We really appreciate her support most.

Chancellors have been brilliant and worked hard to market and rent my flat in super quick time. Shannon was in regular contact with updates, and the rest of the team including Gwen and Danielle were very helpful too! Really recommend their services!