I couldn’t stay in the room I had rented longer than a month, lowest of the low, rushed customer service of a low standard best to invest elsewhere

Unfortunately not much positive to say about Location Location. Fees high, advice poor, and availability on the phone and email exceptionally bad. Would go elsewhere.

After reading reviews across a number of platforms I approached Location Location to sell my studio flat in Stamford Hill, despite their charges being higher than a number of competitors nearby. I wonder if my disappointing experience was due to the relatively low value of my property (estimated at £260,000) . Maybe properties earning more commission are prioritised to the detriment of lower-end ones. Or maybe LL are just not very good at valuing smaller flats (or communicating with their vendors). Either way I feel compelled to write something here because the reviews I've seen are inexplicably glowing. I was not offered the opportunity to view information about my property before it went online, and when it did there was important information missing (no photo of / mention of a garden) and other information cut and pasted from another property description which did not accurately reflect the transport options or green spaces available nearby. This was particularly poor for an agent that prides itself on its local knowledge and innovative marketing approach (stressing the importance of the initial property launch online). The team member responsible for the error was very apologetic and within 24 hours a photo and mention of the garden had been added, but my request to change the other information was ignored. When I called up several days later to ask about this and to see if there was any interest in the property (the promised end-of-the-week update on buyer interest never arrived) I was told that another team member was now dealing with my property and I should communicate with them instead as the previous contact was now busy with other work. I was told that interest was slow but might pick up and not to worry about the description. LL marketed my property for a month and although a small number of viewings took place following the initial launch, there there were no offers. In a slower market this may not be surprising but before the launch (in August 2020) LL had led me to believe there would be lots of initial interest. This came contrary to what two other agents had told me (based on the size and location of my flat) but regrettably I chose to trust LL. After three weeks I wrote to the 'new' designated team member to express concern about the lack of interest and seek advice on how to proceed. No reply came after 24 hours so I tried calling in. The person concerned was in the office but too busy to speak. After two further working days with no response I wrote to the branch manager to express my concerns about the poor communication I'd experienced and my concerns about how the property had been marketed. I was told she was on annual leave and would reply immediately on her return several days later. To date I have never received her response. Shortly before I terminated my contract with Location Location the first team member got back in touch and apologised for the inconsistent communication I'd received from the team. She took the time to address each of my concerns and she also took her share of the responsibility for the poor service I'd received. For this reason alone, LL gets a '2' from me rather than a '1'. Unfortunately by then I'd come to realise (following a number of valuations, and not at the suggestion of LL) that my property had been over-valued. When I approached a rival independent estate agent to re-market my flat at a lower price it attracted more interest (and offers) within a week than LL had managed in a month. I also received far better communication and paid less commission. Clearly LL did not have enough knowledge of the local property market to market a small flat like mine at the right price. At no point did they even suggest that I try reducing the price, despite knowing that it was empty and that I was keen to sell asap. Needless to say I do not recommend LL, especially to anyone selling a smaller property that isn't in the area immediately close to Church Street. I recently completed my sale with Oakwood and they were so much better right from the start.

My wife and I rented a flat through Location Location for 6 months in 2016. There had been a lot of initial problems in the tenancy due to a difficult landlady and poor check-in inventory but I'd previously rated them four stars as the dedicated lettings manager they recruited had worked very well to address these. I'd now rate them as 2 stars however as it took 4 months to get our deposit back. The underlying causes of this delay were a shoddy inventory contractor and a negligent landlady. Location Location aren't intrinsically at fault for this (though I'd be careful to check their inventory reports very carefully), and they did quickly accept we were entitled to the deposit. However they then showed a lack of appreciation and regard for good tenants by refusing to take a stand against the unfounded demands of their landlady, their client. Instead they deferred the decision to a very slow DPS arbitration - depriving us of a sizable sum for a third of a year.

We had a very bad experience with Kristina. We first met her during a viewing of a flat and decided to make an offer shortly after. From that point on, communication was extremely poor. We were left waiting for almost a week with no meaningful updates. The only contact we received was to ask whether our offer was still valid—there were no explanations and no transparency about the process. Eventually, we discovered through an app that the flat had already been marked as “let agreed,” yet Kristina never informed us of this directly. After such a long wait, the lack of basic communication and professionalism was very disappointing.

I improved the flat — and lost part of my deposit. A year ago, my wife and I rented a flat through Location Location. While the property had some nice features, it was in poor condition when we moved in. As a result, we spent our own time and money making several improvements. This included fixing a loose bathroom radiator, repairing a garden door that didn’t open properly, securing the garden fence, improving worn wooden flooring downstairs, and treating damaged wooden surfaces in the bathroom. The flat was left in a clearly better condition than when we arrived. After a year, we decided to move to a larger flat. When we returned the keys, we genuinely expected some acknowledgement of the improvements we had made. Instead, all of this was ignored, and the focus was placed on minor issues such as dust on the blinds and a stain on a baking tray. What makes this particularly galling is the realisation that had we done nothing to improve the property — and simply worried about cosmetic details — we would likely have received our full deposit back. In other words, effort, care and investment count for nothing. If you’re a tenant, be aware: no matter how responsibly you treat the property, they will find a reason to deduct from your deposit. And if you’re a landlord using Location Location, you should seriously question how tenant improvements are valued — or ignored. We will never use Location Location again.

I used Location Location to rent my flat in Clapton, they got a tenant in very quickly which was great. Unfortunately this is when the experience took a turn for the worse. I have a fully managed service, which isn’t cheap, and I have never had so many issues that should be covered by this service. They seem completely incapable of sorting out the problems. I now have two employees looking at two issues and neither seem to be able to resolve them. Whereby now I’m having to get involved, which is not what I expected when paying for a FULLY MANAGED SERVICE. Very disappointing and frustrating.

One star review due to my experience with location location as a tenant. The property manager, Adam, whose job title changed to asset manager (says it all), was incredibly unpleasant to deal with. He initially tried to claim that our fixed term tenancy finished over a month after the end date due to an unenforceable term in the contract. Following that he tried to claw back money egregiously from the tenancy deposit. This is despite the property having a leaking toilet, issues with plumbing and no oven for two months and a leak in the bedroom. It is ludicrous that after handing over £30000 of our money to the landlord in rent, the letting agents are chasing up £80 for a top up clean and £30 for a chip on the wall. I have never had an experience like this having rented in London for 8 years. If you are a landlord that wants to use a letting agency that treats tenant's like cash cows and numbers on a spreadsheet this is the perfect agency for you. They do not provide a good service to tenant's. If you are a tenant with them, make sure you log everything and dispute the check in inventory because they will try to squeeze as much money out of you as possible.