I dealt with Trish and she was amazing! If I every go through Hilbery Chaplin again I would make a point to ask for her. I knew what was happening every step of the way as soon as she did and felt like she was actually trying her best to help me. I didn't feel this way with any other estate agents I went to. Thank you Trish

One of the best in market for property renting. I have got 3 years of association and impressed with their service & support. Unlike others that functions like agencies, Hilbery Chaplin is more like a well organized company with all staffs are highly professional, friendly & good at their work. Whenever I visit the office in market place Romford, I feel like their valued client- that really impress me a lot. I would like to mention few names like Caron, Trish & Rob- they are too good and especially Rob's professionalism & skills are commendable! I would recommend Hilbery Chaplin and give 5 big stars!!

Bought our house through Hilbery Chaplin in Hornchurch and always found them friendly, helpful and efficient, so turned to them when we needed to find tenants for a property we let out. Once again their service was great. They found us new tenants quickly, took care of all the vetting/references etc. and their administration was very efficient.

Honest, reliable, friendly, keep you informed of all issues re renting. Have let my property with them for three years, very professional company.

Very professional and honest agents.

Very clean

I signed with Hilbery Chaplin for rental flat May 2016. I must firstly commend on excellent customer service of Trish - kept me updated, answered any queries regarding contract signing, thoughtful 'welcome' giftbag. Robert, very good - from contact call to viewing property. Dan, very good (inspection agent), quick to respond to repairs or issues that were over-looked by them or ongoing. My biggest concern & disappointment lies with tenant (s), who reside on same floor level as myself. These tenants are 'heavy' smokers..In no exaggeration, when they smoke in their flat, smell lingers in corridor & enters my flat via front door (space below & side) for hours /days. Smoke smell so unbearable, that you have constantly keep 'airing' your flat, times when I've had open door leading on flats level, which also serves exit out or to other floors or open window on exit stairs. These tenants could easily smoke on their balcony (every flat in building has one), plus I've seen other tenants do this on other floors. I have made complaint property management, only response is 'they'll investigate', but nothing has been done by them. Hilbery Chaplin has written that there is nothing they can do, as owners entitled to smoke in their flat, unless their is clause in their contract prohibiting... This act is (1) hazadous health (2) Unfair tenants 'non-smokers', should be expected to accommodate this as normal (3) There is no set standards upkept by property management on this or overall cleaniness of tenants residing in building.. Sadly for my health & peace of mind, I have decided I will need relocate elsewhere when my contract ends.

Now l cannot comment on them regarding their Estate Agency practice. However as regards house insurance linked to leases - they are not regulated because they aren't registered with FCA and really ought not to be providing house insurance at all! And linking enforced premium payments direct to them (with no reflection of competitive market rates) is fraudulent entrapment of customer. Should a person continue to pay for insurance through Hilbery-Chaplin Romford - you ARE NOT legally insured .......

I would strongly advise others ti think twice before using hilbery chaplin letting agency, specifically the Romford branch. Mines and my partners experience has been consistently frustrating due to their poor customer service. Emails and phone calls often went unanswered for days, and when a responses do come in they are vague and unhelpful. Their handling of tenant vetting process was equally as frustrating. It was very disorganised and invasive, with requests for excessive documentation but little communication about what was actually required or why (every time they asked us for more documentation and information we happily obliged) rather than feeling supported. Due to their inconsistent and poor communication we actually ended up losing a property we were told we had, this left us almost homeless with a van full of our belongings as we had to move out of our old place with the promise of having the vetting process complete and keys in our hand ready to move in. This clearly was not the case, not to mention they were still holding our deposit, which meant we were clueless and stuck. What should have been a straightforward process was turned into a nightmare! If you value clear communication and professional handling of deposits and applications i highly suggest going elsewhere. If 0 stars was an option i would have chosen that!

My family and I had an extremely disappointing experience with this rental service. We signed a one-year tenancy agreement starting on November 1, 2024. However, on April 16, 2025, we were suddenly informed that we had two months to move out because the landlord wanted to sell the property. This was completely unexpected and caused us a lot of stress, especially since we have a small child. We managed to find a new place and moved out on June 1, 2025, right after the contract officially ended on May 31, 2025. We returned the keys on the morning of June 3 after completing the move. Despite this, they charged us £44 per day for the days between the end of the contract and the key return — totaling £133. This charge is extremely unfair considering the move-out process, especially with a child, cannot realistically be done in a single day. On top of that, they demanded an additional £696 for cleaning fees, even though I thoroughly cleaned the property before leaving. This amount is completely unreasonable and feels like an excuse to take advantage of tenants. I honestly feel scammed. There was no support or flexibility — only pressure to pay unjustified fees. Moving is already exhausting, but this experience added unnecessary stress and frustration. I strongly warn others to avoid this service. Don’t let yourself be taken advantage of like we were.