We was happy to purchase for rent but unlucky the landlord doesn’t want to make the contract 1 year with 6 months break clause. So She(i don’t want to write her name here, i hope she will change to be a better agent) responded she will refund the money back. I never rent a house or do any paperwork before in london, this was my first time so i asked her how many days for the refund 1 week deposit, maybe she thinks its too much for me to ask her???!! . And her attitude changed. She rushed to get the deposit before we know if landlord accept my offer, and not patient to explain what gonna happened if i need to get my refund back in case landlord refuses me. Im not sure if i would recommend this agency or not. It seems like a big company but a little bit lacking of patience and friendly.

Terrible customer service. I was chasing them for more than 2 weeks for a simple parking permit and they were never available and everytime I called they said that they were going to get back but never did it.

My ceiling fell down 10 weeks ago and they won't fix it. They're the worst. Particularly Lauren

Absolutely terrible agency - totally unreliable, they don’t value people’s time, poor communication, false advertisement, and lying. First I call about this property to schedule a viewing, and an agent says they’ll give me a call back - and she never does. The next day I call again inquiring about why I haven’t heard back, and an agent named Lawrence says he’s doing a viewing in 45 minutes (I call at 3.20pm) between 4:00 and 4:15. I say it’s tight but I’ll try my best to make it and then get there at 4.15, to which he says I’ve already left 2 minutes ago to go to my next viewing. I say I understand. The following day I then call again and ask if we can reschedule, and we agree that we reschedule the next day for 2.30pm. I show up at the viewing at 2.20 pm, ten minutes in advance, and no sign of Lawrence. I call him at 2.33 - he says to me “oh my colleague is supposed to be there, let me call and check” and then silence - I hear nothing. Then I call him again 5 minutes later and he doesn’t pick up my call. Then I call the letting agency and say I’m at the viewing, and no sign of an agent. I speak to a guy and then he transfers me to another agent (I think her name is Michelle). She puts me on hold and the lets me know that apparently Lawrence called to cancel because he couldn’t get access to the property (which is obviously a lie because just earlier Lawrence himself said “oh my colleague is supposed to be there”) so she’s totally covering up for him. On top of that, absolutely no remorse or sincere apologies for having wasted my time. And the worst part of it all I just rechecked online the ad they posted on Rightmove and they also hiked the price - the apartment was initially listed for a significantly lower price. So all in all: false advertising, poorly organized staff, very terrible communication. Loved the look of the flat but honestly these are red flags too large to ignore - we won’t be letting from them.

Horrible Experience with Mr. lawrence. At first glance, i thought he is a professional person but he turned out to be a time waster. At first, he gave the price and then he reverted by his own words. Then he stopped responding. Afterwards we built a contact again, he was going to show the property and right before the time of visit, he didn’t answer the phone or reply to messages. He wasted my two weeks. I saw the branding of this company and thought to give it a try but all in vain. I think the Owners need to hire some professional workers or the current employees need to get a bit more training regarding customer service and their time valuation. Wasting someone’s time is disrespectful.

Horrible service

Honestly, renting through this agency has been one of the most frustrating experiences I’ve had. The flat was lovely but I experienced so much stress because of Drivers and Norris during the 4.5 years of my 5 years tenancy. The last 6 months were more bearable because the new property manager was more efficient. A few things you should know before signing with them: - Slow to respond (if at all): It often took weeks, sometimes months, just to get a reply about problems. - Ghosting is standard: Emails were ignored more often than not. - No refurbishment of the place even after more than 4 years of renting a flat. But the rent will increase for sure. - False promises: I was repeatedly told “we’re chasing contractors,” but nothing was ever done. - Closing issues without solving them: I had to raise the same problems multiple times because they love to mark things as “resolved” when they aren’t. - No inspections: The yearly checks? They simply never happened. - Balcony disasters: Got a random call telling me they needed to seal the balcony door because it was unsafe. I asked for an email to confirm—never heard back. - Contractors dumped my furniture on another roof and never returned it. - On top of that: poor insulation, days without heating, and pests like slugs and hornets became part of daily life. In summary: if you want stress, delays, slugs in your bathtub and a property management team that doesn’t care, this agency is for you. If you value peace of mind, avoid at all costs.

Really poor response rate for renters