Henderson Connellan Reviews 19

I am a first-time house buyer and I saw a house viewing via Henderson and Connellan Kettering estate agents they worked quickly and professionally in helping me go through the process of buying the property and the sellers both Poppy Macdonald and Amy Shaw were fantastic at keeping me up to date and replied straight away with any questions I had.
Also was given a nice bottle of Champagne upon picking up the keys which was a nice touch by Henderson Connellan Kettering Thank you.

Henderson Connellan Kettering valued my property. They took photos, created a floor plan and sent me a presentation. The presentation repeatedly stated that the photography was “free”. I was surprised to later see a £250 + VAT photography fee in the contract.

I also felt pressured to complete an ID check through “Lifetime Legal”, which I understood to be free, but later discovered would cost £60. This left me feeling unsure about what was genuinely included.

When the agent returned with the contract, I felt rushed, uncomfortable and obligated to sign it. They stood over me while I signed, and I didn’t feel I had enough time to properly read or understand the terms.

I felt so uncomfortable with these people having the keys to my property I cancelled within the two‑week cooling‑off period. After cancelling, I received multiple emails, voicemails and requests for a meeting at my home. I also received messages demanding around £300, which I found stressful and upsetting.

This has been an expensive and stressful lesson for me, and I want to share my experience so others can make an informed decision. Based on what happened, I would never use Henderson Connellan or their associated services again.
AVOID.

I used Henderson Connellan Nene Valley to sell my home and they did a great job. Tom valued the house more than the other agents and they achieved the full price swiftly.

After the sale was agreed, Victoria and Lily did a great job chasing the sale through to completion and we are now enjoying our lovely new home. I would highly recommend the Nene Valley branch and will be using them again in the future. Thank you Tom and Team 👍🏻

We sold our home with Henderson Connellan, we had Jack mainly dealing with our home and we couldn't fault him. He was readily available, giving us updates with progress and made the process smooth. We had a previous bad experience so we wanted only serious buyers and he respected this. Well done Jack, you represented the company really well and the reason we wouldn't hesitate to reccommend!

We have used HendersonConellan for around 15 years. We have used them for selling & buying as well as most recently as rental agents ( Laura Tolton leads a well informed, effective & professional team)
All of the staff we have worked with have been helpful, polite & professional. All enquiries have been responded to promptly & nothing appeared to have been too much trouble.
Clearly James Smith & directors invest time in staff selection & training.

This is what I wrote

I’m extremely disappointed with the way this estate agent has handled a serious safety issue in my rented property. My back door has been drilled shut, leaving it unusable as an exit. This creates a major fire safety risk, yet I’ve been left in this situation for now 4 days and have been advised it will take another 2–3 weeks with little urgency shown to resolve it.

Despite repeatedly raising the concern, action has been delayed, and now the repair is being held up further while they seek additional quotes. While I understand the need for due process, it’s incredibly frustrating that cost considerations appear to be taking priority over the safety of someone living in the property.

A blocked exit in a home is not a minor inconvenience—it’s a basic safety issue that should be addressed immediately. As a tenant, I expect the property to be safe and for serious hazards to be treated with urgency.

I hope the agency reflects on how situations like this are handled in the future and prioritises tenant safety over prolonged delays.

Just sold and moved into a new home. We had a whole raft of problems thrown at us and it was touch and go. Tom and the team remained steadfast and resiliant to solve all the problems in front of us to make it happen. Huge thanks to Victoria for sticking with it and pushing hard. Would recommend them to anyone selling and buying. They are a very professional team. Thanks again Tom & Ruth

Initial contact with the Valuer & Holly from Market Harborough office was excellent. Very professional. Both gave me confidence to instruct them.

Viewings were arranged & confirmed but feedback was slow & I usually had to chase them.

The real problems stated when an offer was put forward.
I accepted an offer 5k below asking price as I was told that the buyers chain was well advanced & due to complete within 3 to 4 weeks.
Buyers mortgage checked & survey done, all great, so I thought!!

Six weeks after the offer was made I asked for an update on my buyers sale as I'd not had updates. I was sent a copy of the chain which clearly showed that the bottom of the chain had only just applied for their mortgage. I expressed my concerns as this mortgage should have been offered at least two to three weeks earlier to complete within the timescale I'd been told, ( 3 to 4 weeks from the offer on my property.)
The sales progresser wasn't even aware of the timescales I'd been given. The negotiator had not given her any update on timescales when handing over the file.
The sale fell through a week later, buyer at bottom pulled out.

These days properties more or less achieve viewings & offers through Rightmove.

The skill, training & professionalism of your agent starts from offer through to completion. If this is what you want from an agent don't use Henderson Connellan!!

I'm not blaming the negotiators for these errors,they were pleasant to deal with. I do however know that staff training needs a serious look at. It's in HC own interest to have the skill to see a sale through & get paid for their service.

Because of their incompetence I've now lost valuable weeks of Summer selling weather.

We sold our property through Henderson Connellan and the service was exceptionally good. The sales progression was done through Abby and she communicated with us regularly and made sure that everyone in the chain was kept up to date. Can highly recommend! Would always use them.

Dealing with an estate agent who consistently rescheduled our viewing appointments, then arrived late without the property keys, and offered no apology for the inconvenience was incredibly frustrating and unprofessional. This lack of respect for our time and the apparent disorganization made the entire process unnecessarily stressful. I would not recommend their services based on this experience.

Lee valued the house higher than any other agent and achieved pretty much what he said we'd get. When completion looked like it was going to be delayed for 8 weeks through oversight by two solicitors down the chain it was Jessica that rescued it for everyone involved. Highly recommended.

The service we received from this agent in Corby was appalling. We sold our house taking a lower price for a quick sale. After 10 weeks we contacted them to get details of exchange. Nothing had happened. The buyer had done nothing, no survey or searches. Hendersons had not bothered to follow up and keep track of the sale as they had agreed to do. We then sold to a second buyer. Jack told him the price we had accepted initially from the first buyer and the second buyer would not pay any more. This was unprofessional. Accepting the lower price was no longer in our interest and Jack had to go back and agree a higher price with the second buyer. A week later late at night the first buyer turned up at our house wanting to know why we had pulled out of the sale. We explained that he had done nothing in 10 weeks. He explained he was a property developer buying 2 houses in the area and had been told by Jack we were in no rush to sell as we had tenants in the property. This was totally untrue. The whole sales process was an incompetent mess from start to finish. We would never consider using them again. I made a complaint to the Manager at the Corby office who said our complaints would be looked at and that he would be back in touch. He never did contact us again.

a week ago
New
The good stuff... The team at HC are all very friendly and do deal with issues that arise quickly, I can't complain about that.

However, I've rented 2 properties from them and on both occasions they have done everything to avoid reimbursing my full deposit back. They claim that the place was not left to inventory standards. They avoid taking accurate pictures of areas that are in poor condition (they angle they take the pictures from before you move in hides the defects or poor hygiene) then, when you leave, they retake the pictures of the areas in poor condition and claim it was down to you. I have absolute evidence of this on email with the pictures and this provides full backup of what I'm saying.

When I left my first property, I agreed there was 1 issue that could have been down to me. I learnt from this, on the 2nd property, I made sure it was perfect. This is when I caught then trying to con me out of my deposit.

My advice is, when you move in, take pictures or a video of anything you feel is not right, this will then give you the evidence you need to stop fleecing you of your money when you leave.

Also, they can't comprehend when I explain to them the defects were there before I moved in for the short 3 months. They explained that they needed to pay for some cleaning before it could go back to market... even though I've proven that the defects were there previous and they can't prove they were not.

Just a shout out for Rachel Anderson at the Kettering branch of Henderson Connellan as she is so approachable and yet professional and always ready to help us with our complex house move. The whole branch do seem to be very helpful people, and we want to say a big thank you for your help so far. Marina and Steve, Corby

Great to deal with. The team worked hard on our behalf to reach a timely completion for our house purchase. They were always very responsive, both online and in person. Highly recommended.

The sale of our family home took 2 years after our mum died with 2 purchasers dropping out for personal reasons and so we were third time lucky and the sale completed on 30 August 2024. James Smith in the Kettering branch was of particular note as he visited for the first valuation, was friendly, helpful, knowledgeable about the housing market at any given time, always available or quick to respond and gave us good advice throughout on pros and cons for changing the price, spending time and money refurbishing or considering letting without any pressure to decide either way. He would phone before a holiday to provide an update on where we were and explain that all their team was available to help in his absence. He ran a good team who were all professional (Jessica was particularly efficient although I know she no longer works there) and managed to organise well over 70 viewings throughout and never gave up on us - unlike some other estate agents are known to do. A final message left to send congratulations was appreciated. Amy efficiently stepped in to help oil the wheels with getting a response from our solicitors at a key moment when requested. Charges were very competitive and good value for money. Would highly recommend.

Booked two viewings, both viewings had to be cancelled, but I only found out when I called them to ask follow up questions.

With flights booked to come and see the properties, it was extremely disappointing to be told about the cancellations when I called them.

The issue wasn’t with the need for cancellation, plans change all the time. The issue was with the lack of communication and the attitude of the man I spoke with when I asked whether they had anything else suitable “Everything we have is on RightMove” was not the response I expected after such terrible customer service already.

I cannot imagine how terrible they are once you’re stuck with them as an agent!

Wonderful experience from the staff, especially Tom who talked us through the renting process from beginning to end, advised every step of the way and even gave us feedback on how the tenant was settling in. All round great customer service, would definitely recommend and will continue with Henderson Connellan while we continue to rent our property. 5 stars all the way

If you want a stress-free buying experience then these are the people to use. They have gone over and above to help us with the purchase of our bungalow in Desborough. Abbey and her team in Market Harborough have been fabulous, I just wish we had used them instead of Purple Bricks when we sold our property.