Folio reviews in London

★★★★★ 4/5

Trustpilot

Royal Wharf London x 4 year stay x Studio Apartment

I stayed at a Folio property in Royal Wharf London for 4 years. It was the smoothest tenancy period. It was easy to renew my contract, all my conditions were met & help was scheduled in quickly when requested (but everything functioned beautifully during the period so I didn't have people come in except for regular maintenance checks - these were communicated well in advance and aligned with my schedule so I could be at home). Once I left, aside from a few chasers to check that things were progressing, all formalities were done on time and I had no hiccups. I will always remember my stay at my studio because of how seamless the experience was. Also, finding and securing the property back in 2021 was also extremely easy. I was given two options and I knew straight away that this was the one - I also secured it virtually because I wasn't in the country to view it and that wasn't an issue. Thank you to the entire Folio team for giving me a space that gave me so much. ☺️

Nikhita · 26 June 2026 · Folio London (Dawes Street)

★★★★★ 3/5

Trustpilot

I genuinely expected to leave a much…

I genuinely expected to leave a much more positive review. My experience with Folio London started extremely well. During the viewing, application, and pre-tenancy stages, communication was prompt, professional, and reassuring. Questions were answered quickly, requests were accommodated, and the overall experience gave me confidence that I was dealing with an organisation that genuinely valued its tenants. Unfortunately, that impression began to fade once the tenancy agreement was signed and the initial deposit had been paid. The contrast in communication before and after commitment was difficult to ignore. Responses that had previously arrived within hours suddenly required repeated follow-ups. Emails often went unanswered, WhatsApp messages were left without acknowledgement for extended periods, and important updates were rarely provided proactively. Instead, obtaining information frequently became the tenant's responsibility. What makes this particularly disappointing is that the high standard of service clearly exists within the organisation. The responsiveness demonstrated during the application process showed exactly what Folio London is capable of delivering. This is why the subsequent lack of communication felt so noticeable. Moving home is already one of the more stressful life events people go through. At that stage, clear and consistent communication is not a luxury; it is a basic expectation. While occasional delays are understandable, a recurring pattern of inconsistent responsiveness creates unnecessary uncertainty and frustration. I had initially intended to leave a 5-star review based on my first interactions with Folio London. However, customer service should not change depending on whether a prospective tenant is still deciding to rent or has already committed. The experience after signing should reflect the same standards demonstrated before signing. For that reason, while there were positive aspects to my experience, I cannot honestly justify a higher rating. With more consistent communication and better tenant engagement after move-in, this could easily have been a much stronger review.

Faranak · 23 June 2026 · Folio London (2)

★★★★★ 5/5

Trustpilot

good communication

good communication, explained everything well, got replies in good time

Olive · 23 June 2026 · Folio London (2)

★★★★★ 1/5

Trustpilot

Cheap for a reason, it's not safe.

Folio Dawes Street/Marson Place: The main security doors are regularly broken, the upkeep of the building is very poor, there is a homeless man living in our bin room, and previously someone has taken a dump on the carpet on the 5th floor, our parcels stolen, post box was ripped open and several resident's identities were stolen for fake credit cards, the parcel locker was ripped open, and doesn't work properly still, the heating breaks down all the time, and repairs take forever and are of substandard workmanship and it took over a year to deal with anti-social behaviour from skaters outside. This could all be avoided with security/concierge

Tom · 23 June 2026 · Folio London (Dawes Street)

★★★★★ 5/5

Trustpilot

Great organisation

Great organisation, always quick to respond to any problems or inquiries. Agata especially was very accommodating.

Mohammed · 22 June 2026 · Folio London (2)

★★★★★ 5/5

Trustpilot

I had an excellent experience with…

I had an excellent experience with Folio . Francis was incredibly supportive, professional, and helpful throughout the entire process. Communication was always prompt and clear, and they went above and beyond to answer my questions and ensure everything ran smoothly. Their guidance made what could have been a stressful experience much easier. I highly recommend them to anyone looking for a reliable and dedicated letting agent. Thank you for all your help and support!

Anit · 22 June 2026 · Folio London (2)

★★★★★ 5/5

Trustpilot

Excellent Experience as a Tenant

I rented a property through Folio for several years and had a very positive experience throughout my tenancy. The team was always professional, helpful, and easy to deal with. Any queries or maintenance issues were handled promptly, and communication was clear and efficient. The tenancy process was straightforward from the beginning, and the staff were always courteous and supportive whenever I needed assistance. I would like to thank the Folio team for their help during my time as a tenant and would not hesitate to recommend them to others looking to rent a property. Thank you for all your support.

Yusuf · 16 June 2026 · Folio London (2)

★★★★★ 5/5

Trustpilot

slick, helpful, professional

Smooth process and Francis was super helpful guiding us through.

Ioan · 15 June 2026 · Folio London (2)

★★★★★ 5/5

Trustpilot

Francis was on hand the entire process…

Francis was on hand the entire process and lead me through renting my own property very clearly. He was at the end of the phone for any assistance at all times and ensured everything ran smoothly - can’t thank him enough!

Lana · 11 June 2026 · Folio London (2)

★★★★★ 5/5

Google

excellent property manager! Our property manager Agata has been amazing, responding to queries promptly and in a very cooperative way. She has always been very willing to help. Her support has been a major reason why our daughter enjoyed her 2 years at Norman Court, Chelmsford so much. Thank you Agata

Christina · 11 June 2026 · Folio London (2)

★★★★★ 5/5

Google

The whole experience was seamless, smooth and fast. Communication was the best I’ve ever seen, genuinely. Antonia was absolutely fab. I can’t recommend her and Folio enough. Stars, all of you. Thank you so much.

Mayur · 11 June 2026 · Folio London (2)

★★★★★ 2/5

Google

We had a very disappointing experience with Folio London while trying to rent one of their apartments from abroad. Communication was extremely difficult from the beginning. It was hard to get anyone to answer emails or phone calls, despite us making several international calls at our own expense. When we finally managed to speak to staff, the attitude was unprofessional and dismissive. At one point, we were told that “calling multiple times does not mean you will get the house,” even though we were simply trying to follow up after receiving little to no communication. We were also told that a viewing would be arranged for the next day, but no confirmation or follow-up was ever sent. Later, during another call, we were informed that the office would not be working over the long weekend (Saturday, Sunday, and Monday). However, on Saturday, we discovered that the apartment had already been rented out. What frustrated us most was not necessarily losing the apartment, but the lack of transparency, poor communication, and dismissive treatment throughout the process. International applicants already face additional challenges, and we expected a more professional and respectful experience from a housing agency.

Zaid · 11 June 2026 · Folio London (2)

★★★★★ 1/5

Google

As I was going through references my co tenant failed because he didn’t realise he had to disclose a ccj which is satisfied in 2022. I understand they have policies and rules but we paid £250 and atleast give another opportunity to rectify as it was a human error unintended. Poor management.

Sivahar · 11 June 2026 · Folio London (2)

★★★★★ 1/5

Google

Disappointing experience with Folio regarding rental properties in IG11. Communication from Charlotte was slow, with delayed responses about arranging viewings. When I finally went for a viewing, I was told another offer had already been made on the property. The property was advertised with parking, but this was not guaranteed. I was later informed there was a waiting list with no clear timeframe for obtaining a space. As a key worker who requires parking, this was a significant issue and should have been made clear from the start. Poor customer service and lack of transparency.

R · 11 June 2026 · Folio London (2)

★★★★★ 4/5

Trustpilot

We rented with Folio for six years at…

We rented with Folio for six years at the Halo Tower and really enjoyed our time there. Mark was a great contact ensuring that any repairs and issues were seen to promptly and efficiently.

Caroline · 3 June 2026 · Folio London (2)

★★★★★ 5/5

Trustpilot

Charlotte was great throughout the…

Charlotte was great throughout the process. She made us feel comfortable and guided us with no problems.

Adhnan · 3 June 2026 · Folio London (2)

★★★★★ 5/5

Trustpilot

Antonia has been super helpful…

Antonia has been super helpful throughout the entire process. She’s been responsive, reassuring, and generally made the experience low stress.

Rees · 2 June 2026 · Folio London (2)

★★★★★ 5/5

Trustpilot

Great service

Charlie has been very helpful and very fast at responding to emails

Helena · 1 June 2026 · Folio London (Dawes Street)

★★★★★ 5/5

Trustpilot

Incredible service

We’ve had a really smooth experience with folio, from the viewing to putting in the offer everyone has been really helpful and it’s been a smooth and quick experience! Charlie in particular has been great, kept us updated as we were completing our references and has been very helpful!

Amber · 28 May 2026 · Folio London (Dawes Street)

★★★★★ 1/5

Trustpilot

Horrible service for internationals

We had a very disappointing experience with Folio London while trying to rent one of their apartments from abroad. Communication was extremely difficult from the beginning. It was hard to get anyone to answer emails or phone calls, despite us making several international calls at our own expense. When we finally managed to speak to staff, the attitude was unprofessional and dismissive. At one point, we were told that “calling multiple times does not mean you will get the house,” even though we were simply trying to follow up after receiving little to no communication. We were also told that a viewing would be arranged for the next day, but no confirmation or follow-up was ever sent. Later, during another call, we were informed that the office would not be working over the long weekend (Saturday, Sunday, and Monday). However, on Saturday, we discovered that the apartment had already been rented out. What frustrated us most was not necessarily losing the apartment, but the lack of transparency, poor communication, and dismissive treatment throughout the process. International applicants already face additional challenges, and we expected a more professional and respectful experience from a housing agency.

Zaid · 23 May 2026 · Folio London (Dawes Street)

★★★★★ 5/5

Trustpilot

excellent property manager!

excellent property manager! Our property manager Agata has been amazing, responding to queries promptly and in a very cooperative way. She has always been very willing to help. Her support has been a major reason why our daughter enjoyed her 2 years at Norman Court, Chelmsford so much. Thank you Agata

Christina · 12 May 2026 · Folio London (Dawes Street)

★★★★★ 5/5

Google

I had a great experience with Antonia Shurety, from the initial viewing all the way through to preparing for the move-in. She was helpful, responsive, and made the whole process smooth and straightforward.

Adila · 11 May 2026 · Folio London (2)

★★★★★ 5/5

Trustpilot

Impressive service

My colleague and I recently rented a flat managed by Charlotte Goodyear, Lettings Negotiator for Folio London. She was very prompt in answering all queries and would go to great lengths to solve some difficulties we faced during the renting process.

David · 3 May 2026 · Folio London (Dawes Street)

★★★★★ 5/5

Trustpilot

Wendy was so helpful with helping to…

Wendy was so helpful with helping to find a place in Royal Wharf. Moving is so stressful but she made it stress free! Thank you!

Sarah · 30 April 2026 · Folio London (Dawes Street)