My house had been on the market for 9 months with a major estate agent prior to Hern and Crabtree taking over. What a difference in experience we had! Brilliant communication, quick responses and work... See more
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From start to finish, Hern & Crabtree were exceptional. The service I received was second to none. The photography was outstanding, the team handled all of my viewings and feedback brilliantl... See more
We brought a property from the heath Cardiff branch and found everyone to be friendly and helpful. However our main praise must go to Gina who dealt with our purchase. She went above and beyond to hel... See more
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The Heath Cardiff team were a really friendly and efficient team who would respond to queries really quickly and always happy to help. Kept the process very simple the whole way through and impressed... See more
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Company details
Written by the company
Hern & Crabtree are Cardiff’s longest-established independent estate agents. Our highly experienced team specialise in residential sales, lettings, probate services, estate management, land and new homes, and property management services. We are dedicated and passionate about what we do and our highly experienced teams add immense value to each unique customer journey. Our focus is helping to sell your home in the best way possible, using our experience to make it a smooth journey for you. A stylish, understated and trusted brand since 1849, marketing your property with Hern & Crabtree lends value to any transaction. The care we take with our advertising is second to none, and we respect and treat every client’s property with the same consideration as we would our own. We also understand that behind every property there is a person, and that person will have a unique set of circumstances that must be considered and catered for. Always focused on transparency and communication, everything we do is built around our clients and their needs, giving them not just want they want, but also the peace of mind that the very best result has been achieved on their behalf. We understand that moving home can be a stressful time, and our approachable and caring team are here to make sure that your experience is handled properly. We treat our clients as though they are our friends and family, perhaps that is why we have successfully helped people move for over 170 years.
Contact info
Waungron Road 8, CF5 2JJ, Cardiff, United Kingdom
- 02920780240
- info@hern-crabtree.co.uk
- www.hern-crabtree.co.uk
4.7
Excellent
225 reviews
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Replied to 100% of negative reviews
Typically replies within 1 week
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Brilliant From start to finish
From start to finish, Hern & Crabtree were exceptional. The service I received was second to none.
The photography was outstanding, the team handled all of my viewings and feedback brilliantly, and when the sale became stressful, I was constantly kept informed and updated. I honestly don’t think the sale would have gone through without their help and support.
They were also fantastic when it came to helping me with my onward search, arranging viewings on a number of bungalows and helping me narrow down exactly what I was looking for. The team were always well informed and made sure I knew about anything suitable as soon as it came onto the market.
I’ve already recommended Hern & Crabtree to several family members and friends and wouldn’t hesitate to recommend them again in the future.
A huge thank you to Mike and all of the Hern & Crabtree Heath team who helped along the way. A genuinely excellent service.
August 24, 2026
Unprompted review
Brilliant Service
My house had been on the market for 9 months with a major estate agent prior to Hern and Crabtree taking over. What a difference in experience we had! Brilliant communication, quick responses and working systems. House sold in 3 weeks. Couldn’t recommend them enough.
August 7, 2026
Unprompted review
Reply from Hern and Crabtree Estate Agents
Thank you so much, Cai, for your fantastic review! We’re delighted we could make such a difference and, of course, get you successfully sold within just three weeks.
It was a real pleasure working with you and we really appreciate you choosing Hern & Crabtree and taking the time to share your experience.
Wishing you all the very best for the future!
Two Bad Experiences is More Than Enough
Our experience with Hern & Crabtree has been extremely disappointing, and unfortunately I cannot recommend this estate agency based on the way we were treated as prospective buyers.
Our concerns began with a proposed viewing of a property in Heath. Approximately 30 minutes before our scheduled appointment, I was informed that the property had already received five offers, including one significantly above the £375,000 asking price. We felt that the way the property had been marketed and the extremely compressed timeframe placed unnecessary pressure on prospective buyers and left us questioning the transparency and fairness of the process.
I subsequently submitted a formal complaint setting out our concerns, including the late notification, the pricing and marketing of the property and the pressure being placed on interested buyers to view and make decisions within an exceptionally short period.
Following my complaint, I was personally telephoned by Hern & Crabtree’s Area Manager to discuss what had happened. During that conversation, I was persuaded to close my complaint on the premise that Hern & Crabtree would assist my partner and me with finding a suitable home and would work with us going forward.
On the strength of those assurances, I agreed to close the complaint.
Regrettably, the assistance I was led to believe we would receive simply did not materialise. Hern & Crabtree did not help us find a home. Having been persuaded to bring a formal complaint to an end on the basis of assurances about the support we would receive, this made the overall experience even more disappointing.
We eventually found our home through another estate agency.
For us, this was not simply about being unsuccessful in purchasing one particular property. It was about the way we were treated throughout the process and, most importantly, the fact that I closed a formal complaint after being given assurances that ultimately came to nothing.
Buying a home is stressful enough without prospective purchasers feeling pressured or being given expectations of assistance that are subsequently not fulfilled.
Our experience with Hern & Crabtree fell considerably below what we expected from a professional estate agency. Given everything that occurred, I regret agreeing to close my original complaint and would not use or recommend Hern & Crabtree in the future.
An extremely disappointing experience from beginning to end.
RESPONSE - 10.09.26
Thank you for your response, Rhodri. However, I stand firmly by my review and reject any suggestion that it misrepresents our experience with Hern & Crabtree.
I withdrew my original complaint following your personal intervention because I was persuaded to give Hern & Crabtree another opportunity, on the understanding that you would assist us in finding a home. My thanking you at that time reflected my appreciation of your intervention; it did not erase what had already happened, nor does it prevent me from commenting on our subsequent experience.
Likewise, sending more than 20 property particulars is not the same as providing the proactive assistance we understood had been offered. Ultimately, Hern & Crabtree did not find us a home. Another estate agency did, and the contrast in service was significant.
I am also fully aware that an estate agent acts for the seller and must communicate competing offers. My criticism concerned the manner in which matters were handled and the pressure we experienced as prospective buyers. Reframing this as simply “keeping us informed” does not alter our experience.
You are entitled to believe that your team did nothing wrong. I am equally entitled to give an accurate account of my experience and to express my opinion of the service we received. A business disagreeing with a negative review does not make that review inaccurate.
I therefore find your response disappointing. Rather than acknowledging that our experience fell substantially below expectations, it seeks to rebut and reframe it. If anything, that reinforces my original concerns.
I stand unequivocally by my review. I will not withdraw or amend it simply because Hern & Crabtree disagrees with my assessment.
Thank you for your good wishes regarding our new home. My position remains unchanged, and I now consider this matter closed.
April 19, 2026
Unprompted review
Reply from Hern and Crabtree Estate Agents
Dear Lisa,
Thank you for taking the time to leave your review.
I was sorry to read your comments, as I do not feel they fully reflect what took place. I would therefore like to provide some additional context based on our records and my own involvement at the time.
My involvement began after you raised concerns regarding a property in Heath. The team had contacted you shortly before your viewing, as a courtesy, to make you aware that several offers had already been received that day. I appreciate that this was upsetting, but the intention was transparency rather than pressure. We felt it was better to tell you before you attended than allow you to view without knowing the position.
I chose to telephone you personally so that we could discuss your concerns properly. We spoke at length about how offers are handled, our obligations to the seller and the circumstances surrounding that particular property. Following our conversation, I emailed to confirm that we wanted to help you with your search, would keep your details on file with your agreement and would continue to make you aware of suitable new instructions. I also made clear that our formal complaints procedure remained available to you should you wish to pursue the matter.
Your reply at the time thanked me for the conversation and our openness, and confirmed that you and your partner “would both very much like to continue working with Hern & Crabtree to assist us in finding a home.”
I am therefore disappointed by the suggestion that the support discussed subsequently did not materialise.
Following our conversation, I personally attempted to arrange for you to view another property before it reached the open market. Unfortunately, that owner later chose to instruct another agent. Our records also show that we sent you details of more than 20 properties over the following months, arranged further viewings and, on one occasion, came close to agreeing a purchase before you decided that particular home was not right for you.
Different estate agents will have different approaches to marketing. Our responsibility is to advise sellers appropriately, generate interest and present all offers received. Sometimes this means multiple offers are made very quickly, even before all booked viewings have taken place. Ultimately, decisions regarding whether to accept an offer or continue with further viewings rest with the seller.
I am sorry that the original situation left you feeling pressured, as that was certainly not the intention. Having reviewed the circumstances, however, I do not believe the team acted improperly. They were trying to keep you informed of a rapidly changing situation and, following your complaint, we made genuine and sustained efforts to assist with your onward search.
We take service extremely seriously and are proud of the reputation our team has built locally. If you remain dissatisfied, you are of course entitled to revisit the matter formally and I would be happy to investigate it again in accordance with our complaints procedure. Please contact me directly at rhodri@hern-crabtree.co.uk and I will resend the relevant information.
Most importantly, I am pleased to hear that you have now found and completed on a property. I sincerely wish you every happiness in your new home and all the very best for the future.
Kind regards,
Rhodri
Heath office
This is for Oliver, Annamarie and all at the Heath office, Thank you for your excellent communications. One of the most vital parts about putting your house on the market and moving is keeping people in the loop and updated, they did exactly that all the way through!!!
August 27, 2026
Unprompted review
Reply from Hern and Crabtree Estate Agents
Thank you so much for your lovely review! Oliver, Annamarie and the whole Heath team will be delighted to hear your kind words.
We completely agree that good communication is so important throughout a move, so it’s wonderful to know you felt informed and supported every step of the way.
Thank you again for choosing Hern & Crabtree, and we wish you all the very best in your new home!
The Heath Cardiff team were a really…
The Heath Cardiff team were a really friendly and efficient team who would respond to queries really quickly and always happy to help. Kept the process very simple the whole way through and impressed by how whoever you spoke to, they seemed to know the details of the case. Made the process of selling my house very straightforward and would really recommend using them!
July 31, 2026
Unprompted review
Reply from Hern and Crabtree Estate Agents
Thank you so much, Amy, for such a lovely review! We’re delighted to hear that the Heath team made the whole process feel straightforward and kept you well informed throughout.
It’s especially nice to hear that you felt everyone you spoke to knew the details of your sale, as providing that joined-up service is really important to us.
Thank you again for choosing Hern & Crabtree and for recommending us. We wish you all the very best for the future!
Heath Cardiff Branch
We brought a property from the heath Cardiff branch and found everyone to be friendly and helpful. However our main praise must go to Gina who dealt with our purchase. She went above and beyond to help us, solved many issues that werent her issues to solve, but she stepped in and did it anyway helping us get through the buying process. Would highly recommend her and if we ever buy/sell again we will be coming to hern and crabtree.
July 1, 2026
Unprompted review
Reply from Hern and Crabtree Estate Agents
Thank you so much, Sarah, for your wonderful review and recommendation!
We’re delighted to hear you had such a positive experience with our Heath team. Gina will be especially pleased to read your kind words — she always goes the extra mile to keep things moving and help wherever she can.
It was a pleasure helping you with your purchase, and we’d be delighted to assist you again whenever the time comes to buy or sell in the future. Wishing you every happiness in your new home!
Personable with excellent communication…
Personable with excellent communication throughout the whole process of selling a home. Took care of the house viewings and provided comprehensive and efficient feedback.
August 3, 2026
Unprompted review
Reply from Hern and Crabtree Estate Agents
Sarah, thank you for taking the time to leave this. It’s great to hear that you felt well looked after throughout the sale and that the communication and viewing feedback made the process that bit easier.
We know how important it is to keep sellers properly informed, particularly after viewings, so your comments mean a lot to the team. Thank you again for trusting Hern & Crabtree with your move.
North Cardiff sale
For my area of north Cardiff, H&C have provided the best service in my view, renting out and managing my property via them for some years. I am now selling the property and have been please with the service and responsiveness and value.
August 3, 2026
Unprompted review
Reply from Hern and Crabtree Estate Agents
Thank you, John. It’s been a real pleasure looking after the property over the years, first through our lettings and management team and now as you move on to the sale.
We really appreciate your continued trust in Hern & Crabtree and it’s great to know you’ve been happy with the service, responsiveness and value throughout. Thanks again for taking the time to leave such a kind review.
Professional and supportive
Professional, friendly and reliable service provided by the Llandaff office during a rather lengthy sale process. I was really impressed with their knowledge, suggestions, helpfulness and prompt communication. I would use them again.
July 17, 2026
Unprompted review
Reply from Hern and Crabtree Estate Agents
Thank you, Dianne. Some sales are more straightforward than others, so we’re especially pleased the Llandaff team could support you properly throughout what became a longer process.
Your comments about the team’s knowledge, advice and communication are hugely appreciated. Thank you for sticking with us and for saying you’d use Hern & Crabtree again — that really does mean a lot.
Friendly professional & efficient…
Friendly professional & efficient office
The evaluation was spot on from Rhodri Humphreys
Anna, O'Mahoney, Mitchell James & Natalya Hayward have been supportive all the way with great liason with Daisy Downes
3 and a half months all told from accepted offer to exchange & completion
Thank you Pontcanna Hern-Crabtree
July 7, 2026
Unprompted review
Reply from Hern and Crabtree Estate Agents
Thanks so much, Desmond. Really pleased to hear you were happy with the valuation and the support from the team throughout.
I know Rhodri, Anna, Mitchell, Natalya and Daisy will all really appreciate the mention. Great to get everything through from offer to completion in a good timeframe too.
Thanks again for choosing us.
Hern & Crabtree staff were always…polite & responsive
Hern & Crabtree staff were always responsive and polite & committed to resolving any issues arising during the sale
July 9, 2026
Unprompted review
Reply from Hern and Crabtree Estate Agents
Thanks Tim, really appreciate the feedback. Sales can always throw up a few issues along the way, so we’re glad the team were able to stay on top of things and help get them resolved.
Thanks again for choosing Hern & Crabtree.
We've had a fantastic experience with…
We've had a fantastic experience with Hern and Crabtree and I especially want to highlight how amazing Gina has been throughout the entire process.
Gina has been absolutely incredible - proactive, supportive, and genuinely caring from start to finish. She kept things moving, stayed on top of everything and always made sure we were informed and reassured.
There were moments when the process felt overwhelming and Gina was there to listen, support and help us through it all. Her kindness, patience and dedication have been invaluable. We truly couldn't have done this without her.
Thank you Gina for going above and beyond. Your support has meant so much to us.
July 1, 2026
Unprompted review
Reply from Hern and Crabtree Estate Agents
Hannah, thank you so much for this. Gina really does care about the people she’s helping, so this will mean a lot to her.
It sounds like there were a few stressful moments along the way, and we’re really glad she was there to keep things moving and make the process feel a little easier.
We’ll make sure she sees your lovely comments. Thank you again for taking the time to leave them.
It’s was a truly great experience it’s…
It’s was a truly great experience it’s lovely when all staff knows what they are doing and made my move less stressful I would like to personally thank Jo and Denise for all the updates and information I needed and of course all the rest of the team , keep up the great service 👍
May 22, 2026
Unprompted review
Reply from Hern and Crabtree Estate Agents
Thanks so much, Mr Farrugia. Moving home can be stressful enough, so it’s great to hear Jo, Denise and the rest of the Llandaff team helped make things that bit easier.
We really appreciate the kind words and will make sure they’re passed on to everyone involved. Thanks again for choosing Hern & Crabtree.
Excellent service from start to finish
This excellent estate agency handled the sale of our late parents' house and it was a great experience from start to finish. Many thanks to Owen, Jan and all the staff at the Llandaff office for the comprehensive and conscientious service, attention to detail and clear, transparent communication. I'm very happy to give Hern and Crabtree a five star review and strongly recommend them,
June 3, 2026
Unprompted review
Reply from Hern and Crabtree Estate Agents
Thank you very much for your lovely review, David.
We were honoured to be entrusted with the sale of your parents' home and are so pleased that you felt well looked after throughout the process.
Your comments about our communication, attention to detail and overall service mean a great deal to us. We always aim to keep our clients fully informed from start to finish, so it's wonderful to hear that this made a positive difference to your experience.
I'll be sure to pass your kind words on to Owen, Jan and the rest of the Llandaff team. Thank you again for your recommendation and for choosing Hern & Crabtree at such an important time.
All the very best,
The Llandaff Team
Hern & Crabtree
Excellent service
Having used Hern and Crabtree for many years, I can't fault their service. I have used both Pontcanna and Llandaff offices, and found all of their staff very efficient, especially Jo who has been my 'go to'. Thank you all, for my many years as a landlord and for a smooth completion of sale. House sold in a day, what more could I ask for!
April 15, 2026
Unprompted review
Reply from Hern and Crabtree Estate Agents
Thank you for your kind review, Gary.
It's been a pleasure helping you over the years, and we're delighted that you've continued to place your trust in both our Pontcanna and Llandaff teams.
We're especially pleased to hear that Jo has been such a valuable point of contact for you, and we'll make sure your comments are passed on to her. Selling a house in a day certainly makes for a great result, but we're equally glad that the whole process ran smoothly through to completion.
Thank you again for your support over the years and for taking the time to share your experience. We wish you all the very best for the future.
Kind regards,
The Hern & Crabtree Team
Excellent, professional service
Excellent, professional service throughout the sale process.
March 29, 2026
Unprompted review
Reply from Hern and Crabtree Estate Agents
Thank you for your kind review, Jayne. We are really pleased to hear that you found the service professional throughout the sale process. Our team at the Heath office always aims to make the selling process as smooth and straightforward as possible, with clear communication and support from start to finish.
It was a pleasure helping you with your sale, and thank you for choosing Hern and Crabtree. If we can help you again in the future with buying, selling or letting in Heath or the wider Cardiff area, we would be delighted to help.
— The Hern and Crabtree Heath Team
Highly recommended
Hern and Crabtree sold our property in Pontcanna and I cannot recommend them highly enough. They have been kind, professional and helpful throughout the process - supporting not just with the sale but helping us to understand next steps and liaising with all parties involved to ensure everyone was kept in the loop and removing the stress of a house sale. Specific thanks to Jasmine, Anna and Mitchell who we dealt with the most but everyone was fantastic. We would recommend them to anyone looking to buy/sell/rent in the area.
March 16, 2026
Unprompted review
Reply from Hern and Crabtree Estate Agents
Thank you so much for your kind words, Jess. It really does mean a lot to us that you took the time to leave such a thoughtful review. Selling a home can be a stressful process, so we are really pleased to hear that Jasmine, Anna and Mitchell were able to guide you through each step and keep everything running smoothly and everyone informed along the way.
It was a pleasure helping you with your sale in Pontcanna, and we are delighted that you felt supported throughout the whole process. Our team always aims to make the process as straightforward and stress-free as possible, whether someone is buying, selling or renting in Pontcanna and across Cardiff.
Thank you again for trusting Hern and Crabtree with your sale, and we wish you all the very best in your next chapter.
— The Hern and Crabtree Team
Excellent advice & communication…
Excellent advice & communication throughout the whole process. Made a difficult & emotional time (probate property) so much easier.
March 2, 2026
Unprompted review
Reply from Hern and Crabtree Estate Agents
Thank you Helen for your kind review and for trusting Hern and Crabtree Estate Agents Heath, Cardiff during what we understand can be a very emotional and challenging time.
Handling the sale of a probate property often requires extra care, clear advice and consistent communication, so we are really pleased to hear that our team was able to make the process easier for you. Supporting our clients through every stage of a property sale in Heath, Cardiff is something we take great pride in.
Your feedback means a great deal to the team at the Hern and Crabtree Heath Sales Office, and we are very grateful for your trust. If we can ever assist you again with selling property in Cardiff or the surrounding areas, we would be very happy to help.
Do it right the first time
Having had a meeting with another estate agent I wasn't happy with, I followed a recommendation to try H&C. I was so impressed with Rhodri when he came to see the house and discuss that I knew they were the ones to handle it. He was very empathetic about the condition of the property and made the most of its positive features to get me the best outcome. They provide a premium service especially in this time of self-managed options but you really get what you pay for, which in my case was an excellent listing, four viewings in the first day, and one offer for asking price from a first time buyer with no chain. Daisy in sale progression took great care of me (including the occasional well timed nag to get stuff done) and the fixed fee I paid was right in the middle of the typical % range, which represented good value for the services rendered and the outcomes obtained.
February 24, 2026
Unprompted review
Reply from Hern and Crabtree Estate Agents
Hi Chrissie,
Thank you so much for taking the time to leave such a thoughtful review. It genuinely means a great deal to all of us here in Pontcanna.
We are delighted that after meeting Rhodri you felt confident in choosing us to handle your sale. Moving home is rarely just a transaction, especially when there are sensitivities around the condition of a property. Rhodri always aims to approach each visit with empathy, honesty and a clear strategy, so it is wonderful to hear that this came across and that we were able to present the house in its best light to achieve such a strong result.
Four viewings on the first day and an asking price offer from a first time buyer with no chain is exactly the outcome we work hard to create. Careful preparation, accurate pricing and proactive marketing from the outset really do make the difference.
Your comments about Daisy will mean a lot to her as well. Sale progression can often be the most demanding part of the process and her calm persistence, along with the occasional well timed nudge, is often what keeps everything moving in the right direction.
Thank you again for placing your trust in us and for recognising the value of a fully managed service. We are so pleased we could deliver the outcome you deserved.
Wishing you every happiness in your next chapter.
The Pontcanna Team
Hern and Crabtree
Professionalism and Respect
My apartment was in the category of over 55's - with a number of restrictions,( not so easy to sell). Although on the market for quite a while, the staff at Hern and Crabtree particularly Annamarie and Gina kept my positivity on an even keel. Viewings - the staff were always prompt not keeping the prospective buyers waiting, and were generally helpful with any questions I might have as to how the visits went. I visited their premises a number of times and always came away with the impression I was just as important as my property sale, even though of course, that is Hern and Crabtree's business. I gained a new respect for estate agents for their professionalism and in Hern and Crabtree's case also friendliness.
February 5, 2026
Unprompted review
Reply from Hern and Crabtree Estate Agents
Dear Marilyn,
Thank you so much for taking the time to leave such a thoughtful review. We truly appreciate your kind words and are delighted that your experience with our Heath office was a positive one.
Selling a home within an over-55’s development can come with its own unique challenges, so it means a great deal to hear that Annamarie, Gina and the wider team were able to support you throughout the process and help keep things moving in the right direction. Providing clear communication, prompt viewings and genuine support is exactly what we aim for, and it’s wonderful to know you felt valued and looked after whenever you visited us.
Your feedback about professionalism and friendliness is especially important to us, and we’re very grateful that we could help change your perception of estate agents along the way.
Wishing you all the very best for the future, and thank you again for placing your trust in Hern & Crabtree.
Warm regards,
The Hern & Crabtree Heath Team
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