CHK Mountford Lettings in Esher and Kingston upon Thames

★★★★★ 1/5

Trustpilot

Sharp Decline in Service and Unauthorised Marketing, Disappointed with JD W Wood & Co Lettings

I let 2 properties through J D Wood & Co letting team in Belgravia, London SW1V since 2024. Over time the quality of services and customer care, accounting has plummeted. Rental statements are issued up to 7 days late; random fees are deducted, for example I got charged fees usually applied to overseas landlords although JDW have all my documents proving I am British, live in Britain etc. In addition although I negotiated clear cut service contract with JDW, they still apply randomly irregular fees opted out of. Then in 2024/2025 they restructured and their system went crazy with shifting the responsibility away from the local office I dealt with. I got so frustrated I terminated their agency. On the marketing side their letting team manager offered to visit and discuss potential letting of a property I have in Pimlico. Next thing I discovered that he went ahead and advertised the property to let without my approval. He even used other agents floor plans and pictures in the add! He was confronted after I was told about the advertisement by another local agent. JDW withdrew the advertisement and I have refused to deal with them since.

MSA · 19 January 2026 · CHK Mountford Lettings Esher

★★★★★ 5/5

Trustpilot

Great Lettings Support Centre

As a landlord, the Lettings Support team at the Docklands & City branch genuinely exceeded my expectations. Bryan Norton Crail in particular was brilliant in a) securing a buildings insurance claim for a leaking pipe and b) holding the management company to account and getting them to accept responsibility.

D.Morris · 30 December 2025 · CHK Mountford Lettings Esher

★★★★★ 1/5

Trustpilot

I wish that I read the reviews prior to…

I wish that I read the reviews prior to my dealings with this agent. I’ve been a landlord for decades, have mostly stayed with the same company for a very long period, any issues were always resolved promptly and I felt that my custom was important. Having engaged JWD for a very short time, I’m bitterly regretting my decision. Before tenants were found, I stipulated that the I’ve always directly seen to any issues arising from the tenants regarding the property, that I engage my own contractors. But lo and behold, JDW has taken a “FLOAT “ from the rent received. It’s not possible to contact the person responsible as they only have “SKELETON “ staff working!! Since my engagement with the agency, having spoken with a few people, it transpired that there are quite a few disgruntled people like me who find that the agency doesn’t provide an adequate service.

Marie-france · 29 December 2025 · CHK Mountford Lettings Esher

★★★★★ 4/5

Trustpilot

Sound advice

Our property was already on the market when we met James Setright and although it was too late to appoint them, James provided clear and comprehensive advice on issues we were having with the process

Kr · 13 December 2025 · CHK Mountford Lettings Esher

★★★★★ 1/5

Trustpilot

1 star is too much for them

1 star is too much for them. They are paid to manage a rental property & significantly failed to do so. Their breaches of contract include: 1: Letting safety certification (electrical)expire despite being authorised to act 8 weeks previously. 2: Never performing the annual inspections or reporting on the property 3: Failing to send financial reports or accounts for their charges 4: Extremely poor negotiators 5: Failed to report when a tenant was in arears (3 months in arears) 5: Failed to do anything about the arears beyond a few emails- not even to visit the property. 6: Instructed formally by email to send a section 8 eviction notice. A section 21 was sent instead. 7: Refusing to call back or pick up the phone -always in meetings unless I gave a false name when they were oddly available! I am currently seeking legal advice

David · 5 November 2025 · CHK Mountford Lettings Esher

★★★★★ 2/5

Google

I rented a flat in Surbiton through this agency 1 year and 7 months ago. Initially, everything seemed fine, and the flat was very clean, which is why I gave them 2 stars instead of 1. However, things took a turn at the end. I moved out 22 days ago and still haven’t received my deposit or even the proposed deductions. I’ve rented three flats before, and in those cases, I received my full deposit within 14 days. When I contacted the agency for a timeline, they said they could delay the process up to 90 days. It feels like the landlord might be renovating the entire flat and will likely keep over £600 of my deposit. We’ll see how it goes, but I strongly advise avoiding this agency at all costs!

Sergios · 15 October 2025 · CHK Mountford Surbiton

★★★★★ 1/5

Trustpilot

Extremely Unprofessional

Extremely Unprofessional and Disrespectful Experience with Munroe Graham I had one of the most frustrating experiences with Munroe Graham. I viewed a property and placed an offer within two hours. My offer was accepted the same afternoon, and I immediately transferred a holding deposit. The next day, the agent became practically unreachable, I had to keep calling and texting just to get any updates. I was told there were some “issues with the landlord” but that everything was sorted and not to worry. Despite those reassurances, I was never sent a tenancy agreement, even though I was supposed to move in the following week. On the third day, after I had already turned down other offers based on their word, I received an email, not even a phone call, telling me the deal was off and that my money would be refunded. The reason given was that the landlord had fallen ill, which makes little sense since the property was empty when I viewed it. Even if that were true, the lack of professionalism was shocking. There was no respect, no communication, and no accountability throughout the process. I would strongly advise anyone to think twice before dealing with Munroe Graham.

Lilian · 9 October 2025 · CHK Mountford Lettings Esher

★★★★★ 5/5

Google

We recently sold our house through this agency and couldn’t recommend them highly enough. The team was excellent at communicating and incredibly supportive throughout what can be a stressful process of selling and buying a home. A special thanks to Luke and Theo for their outstanding help and guidance, they truly made the experience so much smoother.

Fernanda · 1 October 2025 · CHK Mountford Surbiton

★★★★★ 1/5

Trustpilot

I have a property which is fully…

I have a property which is fully managed by JohnDWoods , they couldn't renew my contract due to sick leave of their employee , they cant solve my problem I have to reach to tenant by myself and trying to solve the issues , 20 days pasts the contract end date .

Ali · 24 September 2025 · CHK Mountford Lettings Esher

★★★★★ 1/5

Trustpilot

Customer Service on Permanent Lunch Break

I’ve called multiple times regarding a property and was repeatedly told I’d receive a call back either by end of day or the next working day. This has never happened. I even tried submitting an enquiry through Rightmove, but nothing would go through. It’s honestly ridiculous, either don’t promise to call back, or live up to the expectations you’ve set yourself. The lack of basic communication is highly unprofessional and very disappointing.

Parinya · 2 September 2025 · CHK Mountford Lettings Esher

★★★★★ 1/5

Trustpilot

Waste of time

Waste of time. Never responded to my email enquiries or my telephone enquiries. Would not waste my time.

EM · 27 August 2025 · CHK Mountford Lettings Esher

★★★★★ 1/5

Trustpilot

Condescending, unprofessional and slow

Avoid this company at all costs!!! I had to chase Ben German multiple times to prepare a basic tenancy agreement after converting our sale into a rental. Although the urgency was made clear to him, he could not have cared less and cost us around £1000 as a result. His response when we chased him was he was “doing us a favour”. I thought he was (politely) being asked to do his job. Perhaps the Head of Lettings was a volunteer… Rental payments were excessively delayed by their accounts team without reason or explanation; the tenants had paid on time. No statements were issued and I spend months chasing for these. I complained to their Area Manager, Emlyn. Initially, we had a productive conversation. However, he later went back on the majority of what he said. He became rude, condescending and had a total lack of interest in the stress his actions have caused. Finally he resorted to threats.

Simon · 23 July 2025 · CHK Mountford Lettings Esher

★★★★★ 5/5

Google

Unfortunately the house I'm purchasing isn't with this company, but I really wish it was! Luke & especially Theo have fantastic communication and have both been extremely helpful during the whole searching stage. I will definitely be using them in future!

Nicola · 26 May 2025 · CHK Mountford Surbiton

★★★★★ 5/5

Google

Have used CHK a few times over the years and always found the service and property management spot on. From support on negotiation to clear comms for all parties across a number of day to day and if there have ever been deeper issues they have have been fab - highly recommended as for renters and landlords alike.

Ben · 25 May 2025 · CHK Mountford Surbiton

★★★★★ 5/5

Google

Brilliant service buying through JDWood in Esher. Alex was absolutely fantastic - she couldn't have done more to progress everything in the friendlies and most professional way. Plus Michael and Andrew were on hand and knew exactly the status when she was away/out of the office. Will definitely be back to them when I come to sell. They made a very stressful process much less stressful, I can't thank them enough!

Kath · 16 May 2025 · CHK Mountford Lettings Esher

★★★★★ 5/5

Trustpilot

Professional and helpful

Molly and her team at the Parsons Green office were very professional, helpful and pleasant to work with. From advising on the appropriate asking price, arranging multiple viewings and securing couple of offers in the first two days of the property being on the market. They were knowledgeable and assisted in navigating a stressful process, dealing with unexpected matters that came up during the conveyancing, which I really appreciated. I would highly recommend the Parsons Green office for selling a property.

B · 14 May 2025 · CHK Mountford Lettings Esher

★★★★★ 5/5

Trustpilot

Very experienced and competent

Very experienced and competent. Pleasant and easy to deal with. Took into account and dealt with our specific requirements. Terms were clear and reasonable. Achieved a good result. Would highly recommend.

Mr · 11 May 2025 · CHK Mountford Lettings Esher

★★★★★ 1/5

Trustpilot

Absolutely abysmal property and tenant…

Absolutely abysmal property and tenant management experience. After an inventory check that showed that all furniture items were intact, JD Wood came back 5 months later to essentially accuse us of moving some of the furniture. Prior to this, while we were still in the flat, we had an issue with the fuse that cut power to the fridge and half the flat. We emailed, stressing that many items were at the risk of spoilage but received no support/response. The experience started alright but went severely downhill with time. Would not recommend.

Temitope · 8 May 2025 · CHK Mountford Lettings Esher

★★★★★ 1/5

Trustpilot

Unprofessional and frustrating

My experience with this letting agency has been disappointing. Communication was consistently poor, and I often had to follow up multiple times to receive even the most basic updates, whether it related to urgent maintenance issues or my tenancy deposit. Throughout my time in the property, I found myself repeatedly having to chase responses. There was very little initiative shown on their part, and when replies did come, they were often delayed or lacked clarity. It left me feeling like I had to manage things entirely on my own. Even now, months after the end of my tenancy, I am still waiting for my deposit to be returned, with no clear communication or resolution provided. It's unfortunate to have had such a stressful experience.

RM · 7 May 2025 · CHK Mountford Lettings Esher

★★★★★ 1/5

Trustpilot

DON'T RENT FROM THEM

I moved into the apartment only to find countless issues, no hot water, an unmentioned carpet moth infestation, broken doors, and more. On top of that, dealing with the property manager, Razvan Boerean, was a nightmare due to his passive-aggressive attitude whenever I requested repairs. Over the course of a year, the agency changed property managers three times, making communication and accountability even worse. When I moved out, they made absurd claims to unfairly deduct from my deposit. Some of these claims mysteriously disappeared when I asked for further evidence. The property manager even hinted that if I chose to raise a third-party dispute, they would inflate the charges, such as replacing the entire balcony door, yet this was never mentioned again in the dispute process. As an international student, I felt like an easy target for this agency to exploit, especially when it came to unfair deposit deductions. Thankfully, I didn’t fall for their intimidation tactics and went through the dispute resolution process. In the end, the agency was awarded only 1/8 of what they originally demanded. The entire experience, from moving in to moving out, was a nightmare. No matter how good the rent may seem, it’s simply not worth it. If you're an international student, be extra cautious, this agency will try to take advantage of you. I strongly advise against renting from them.

Ryan · 2 May 2025 · CHK Mountford Lettings Esher

★★★★★ 1/5

Trustpilot

incredibly unprofessional

2 times they have been to appraise my house and i never hear anything back. On the second occasion i mentioned my first experience and got told it wouldn't happen again. it did. They then contacted me a 3rd time for an appraisal. DO NOT USE.

Farhan · 23 April 2025 · CHK Mountford Lettings Esher

★★★★★ 5/5

Google

Jessica and Ryan are hugely helpful, proactive, responsive, professional and friendly. They helped make our experience seamless and stress free, thank you!

Julia · 16 April 2025 · CHK Mountford Surbiton

★★★★★ 5/5

Google

Excellent service from CHKM. They have made what can be a difficult process very easy; CHKM have shown a high level of professionalism at every stage.

Philip · 16 April 2025 · CHK Mountford Surbiton

★★★★★ 5/5

Google

Recently rented via CHK Moutnford in Surbiton. The team were extremely helpful in finding a place and the move in process was very smooth! Would 100% recommend!

Josh · 16 April 2025 · CHK Mountford Surbiton