Urban Sale & Let  Anmeldelser 

*** Zero Stars ***
Friendly and helpful lettings agents dealing with Charlotte and Sam. However, the head of property management is a negative force over this estate agents should you have to deal with her.
In July 2025 we relocated to the Chester area. Due to having dogs, we had very little choice and rented the first house we could find which accepted pets.
This happened to be Vyrnwy Road, Saltney, a very run-down house (unlike the online photos on Urban Sale and Let / Dwell’s website).
On moving into the property in August 2025, we had a few issues (faulty boiler - no hot water for 2 weeks and discrepancies with their inventory report which suggested the condition of the house was much better than reality, including the fact the house was not “professionally” cleaned as they stated).
We also noted that many of the windows and patio door seals had “blown” and therefore would not contain heat during cold weather. We were advised in September that this would be rectified before the cold weather.
It wasn’t, we had no choice but to endure cold, damp and mould during the winter months.
Although some issues were rectified earlier in the year (overgrown tree, broken folding kitchen door and broken back door lock) our general experience with the head of property has found her to be rude and dismissive of our concerns.
It’s a real shame as other members of the Urban / Dwell team have been nice to deal with, including the boiler / heating engineer (contractor) who repaired the boiler and water leak.
We do accept that we ended the agreement early (but still giving 6 weeks’ notice and accommodating the lettings manager to remarket the property) and we have paid the “rent arrears” from the security deposit held with the DPS, (a wise decision made from reading reviews with other tenants having difficulty getting their security deposits back).
The head of property is now after more money to cover cleaning (£90.00) suggesting that we left the property in a worse state than we found it which is quite frankly a lie.
Also gardening (£115.00) and a water bill (£31.99) which is dated after we vacated the property and addressed to the uncommunicative Landlord.
Our water account was settled in full with the water provider.
Be warned this letting agent provided the DPS with a signed ‘Check In’ report, I never signed this as I moved in several weeks after renting the property. Therefore, it is highly likely that they fraudulently use your electronic signature from the contract for other documents to suit their needs to keep all your deposit.

Very unprofessional run by a young lad who's parent bought the business for him.
Generally young staff with poor customer service.
One of the female staff is regularly seen driving round hoole using her MOBILE PHONE whilst driving! Appaling and dangerous as this is a danger to local children and residents. Urban Sale and let appear not to care about the local community.

They have recently changed their name to Dwell Estate Agent under same management and staff. I was a tenant lived in a property for 5 years, and I was asked to move out by section 21 and after I moved out, they tried to find any excuse the rip off my deposit and they used my personal information to open an energy account for the same property after I moved out.

Best to avoid this agent at any cost.

This estate agent was very aggressive, abusive, and made worrying threats if she did not obtain the report. She has no respect to professionals. We have reported her to the police, and we have the crime incident number for reference.

Complete lack of customer service. They don't reply to emails or answer their phones. How can they run an estate agents with zero communication. I will avoid properties advertised by this company as the landlord must be as bad.

Discriminatory behaviour against people with children. Openly told me they don’t rent to people with children. Pretty sure this would fall under the equality act 2010 and pretty confident you could take this up with the courts because how can you directly discriminate families?. Ridiculous.

Listed advert it went live on Rightmove. No enquiries were being forwarded to me via email or text from Urban. After 48 hours i realised there was problem. I asked to speak to the manager, Fredrick declined to put me through and made excuses for their Tec issues. Got my advert offline and refunded. This is the second time Urban have had Tec issues when iv listed an advert. When you try and call them they often don't answer the phone, then just say they are having phone problems that day. Not good or reliable for your buyer/or tenants phone enquiries. There are far better online agents around. Very poor service.

I wanted to thank Frederick from Urban.co.uk for helping me draft my contract and all that goes with it…

Pleasure dealing with you

I dealt with Frederick from Urban UK for the letting of 2 of my properties and as I reside in Australia almost all correspondence was done via email. I found Frederick to be efficient and courteous and to provide value added suggestions on the marketing of the properties (advertisement wording, relevant local details etc.) and also helpful when drafting the tenancy agreement hence I thought this worthy of a 4 star rating.

I used UPad.com which is owned by Howsy/Urban (I believe), I've used UPad for many years and the service is exactly what I want as a landlord who needs help with getting adverts onto Rightmove and Zoopla, and also then assistance with referencing/AST's and the initial collection of the first months rent and deposit... This is what UPad do very well... This leaves me to conduct the viewings and select the appropriate tenant - PERFECT.
On this occasion, I spoke to UPads/Urban's customer service agent - Frederick who couldn't have been more helpful. We had a slight challenge with the Upad.com web page for creating the AST, hence Frederick assisted in getting this done manually (which was just as easy) and then, within 24 hours of this being done, the contracts were signed, rent collected and deposit processed!
I highly recommend this company not just for the service, but also the price point for what they offer! There isn't (as far as I have been able to find) any other agent, certainly not a high street agent, able to touch them on price!

I paid urban £450 to post details of my flat on various sites, do an EPC ( compulsory before you can let out) arrange referencing right to let, contract, deposit etc . Urban need to improve their communication with both landlord and Tennant, as the response to email and phone calls was unsatisfactory. After some discussion they offered to refund me minus £99 for posting the advert. Fair enough.

Had a phone call at 10am in the morning for a viewing at 6:20pm that evening for a rental property. I traveled 1 hour and arrived at the house at 6:15pm and waited 5 minutes until my allotted time slot. I then received a phone call from Urban agency at 6:21pm to say the house was no longer available and had been taken by the viewers at 5:30pm. So they had known this for at least 40 minutes and I had not been contacted. Absolutely appalled by the service that was given and I would be very reluctant to view any property with them again.

Fast, efficient and understanding service. Great for all landlords and tenants alike. What a relief to know that there are no worries about internet property advertising!

They provide an excellent and efficient service with absolutely no fuss. This is very much appreciated.
Clifsk1
landlord

Recently listed my property using Urban and had lots of enquiries straight away. The service was simple and clear an we found the right Tenant very promptly

Very helpful manner on the phone and assisted me with all my questions

It is rare for me to consider a business outstanding, however the attention, care and professionalism of URBAN is excellent and exemplary. Daniel King provided me comfort and assistance when ever I had difficulties.

I travelled 2 and a half hours to view a property and the agent never showed. Rang her up to be told we had arranged to meet at a different time, which we definitely did not and then told me the property had gone anyway. Nobody rang me to say the property was no longer available. Terribly unprofessional.

Very swift, professional service. Moved fast when needed with good quality digital platform to advertise the property.