Trusted Agent profile
★★★★★
236 reviews across 2 offices and 3 platforms
Maskells Estate Agents Ltd has two offices, all in London. Together they have 236 reviews on three platforms, rated 4.9 out of 5 overall.
213
Reviews on Google
All 2 offices
6
Reviews on Facebook
All 2 offices
17
Reviews on Trustpilot
Business-wide
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Maskells Estate Agents Ltd's two offices, most reviewed first. Each has its own page.
Newest first, from every platform, with the office each review is about. First names only.
5/5
GoogleMoving to London was an overwhelming process, but Tabitha made sure we had the right house for us! She and her team are professional, knowledgeable, and very easy to work with. I highly recommend working with Tabitha and her team!
Its been an absolute pleasure to help you and your family. I hope you settle into London life quickly. Best wishes, Tabitha and the Maskells team
5/5
TrustpilotMy experience with Maskells has never…
My experience with Maskells has never been anything other than excellent. Both Hayley and Vashti are clear in their communication, and are always very responsive. I would absolutely use Maskells again, as either a tenant or landlord, and would recommend others to do so too.
Thank you James for your kind words. Best, Hayley, Vashti & the Maskells team
5/5
TrustpilotMaskells was amazing to work with and…
Maskells was amazing to work with and couldn’t be happier with how smooth and efficient it has been for me working with maskells.
5/5
TrustpilotAlexander Fairbairn
Maskells provided an outstanding experience in renting a property. The agency’s professionalism and attention to detail were evident throughout the entire process. Their team, including Megan, Peter, Vashti, Hayley, Tabitha and Alex demonstrated exceptional efficiency and clear communication. Maskells' commitment to honesty and customer satisfaction made the rental experience smooth and stress-free. I highly recommend Maskells for anyone looking for top-notch service in property rentals.”
5/5
TrustpilotMy experience with Maskells was truly…
My experience with Maskells was truly exceptional when renting a property. The team were incredibly responsive and effective, making the whole process straightforward and hassle-free. I have know and worked with Megan for years, her transparent communication and integrity were evident throughout, ensuring everything went smoothly.I highly recommend Maskells for their outstanding service!
5/5
TrustpilotMy experience with Maskells was brilliant and they proved to be excellent agents to work with. Megan was professional, easy and efficient and was strong in honesty and communication throughout the pro
My experience with Maskells was brilliant and they proved to be excellent agents to work with. Megan was professional, easy and efficient and was strong in honesty and communication throughout the process. She went above and beyond and I cant recommend their service highly enough.
5/5
TrustpilotMaskells is the best agency in London
Working with Megan and Maskells made renting a property an amazing experience. Megan's professionalism and efficiency stood out, as she made the entire process smooth and straightforward. Her commitment to honesty and clear communication ensured that every step was handled with care. Overall, Maskells provided exceptional service, making the rental experience both seamless and enjoyable.
5/5
GoogleWe dealt with Alex Coutts at Maskells and it was an absolute delight. Alex was extremely professional in everything he did. He was candid and honest, he responded promptly to all our questions and throughout the process made us feel very comfortable.
Dear Johan, thank you very much for your kind review. Best, Alex and the Maskells team
5/5
GoogleMaskells is the best letting agency I have worked with. Agent Megan demonstrated friendliness and professionalism throughout my experience. She helped me secure the property I desired, and kept maintaining consistent communication with me throughout the entire process. Additionally, after I moved into my new flat, Megan followed up to ensure everything was good. Thank you!
Thank you so much for your kind words, Guzel! It was truly a pleasure working with you, and I'm thrilled that everything worked out. I hope you absolutely love your new home! Best, Megan and the Maskells team
5/5
GoogleI would like to leave a thank you to Alex Coutts of Maskells for all his professionalism and kind support in trying to help my son find an suitable rental (with the dificulties of overseas contact)
Dear Luis, Thank you very much for your review, it was a pleasure to assist you and I am pleased you satisfied your search, if I can be of any assistance in the future please do not hesitate to get in touch with me. Kind regards, Alex and the Maskells team
5/5
GoogleMegan was helpful and polite, making the process less stressful. Moreover, she demonstrated patience in clarifying various questions.
Thank you for your review, James. It is very appreciated! It has been a pleasure working with you, and welcome to London! Best regards, Megan and the Maskells team
5/5
GoogleA great service. We could not be more pleased to have let through Maskells. Tabitha and her team at Maskells have given us a very personal service - it’s been so nice to have a small number of people dealing with everything. Thanks for all you’ve done - and rest assured we’ll be recommending Maskells.
Daisy, thank you so much for your review. Its been our pleasure to help you find a tenant. Best wishes, Tabitha and the Maskells team.
5/5
GoogleHad a wonderful experience first finding and then renting a flat with Maskells - so happy with the apartment, and have received superb follow-up from my top realtor Megan throughout the entire process. Especially as a non-native to the UK, the extra support was crucial! Can also recommend the documentation & systems used, i.e. was effortless to order new utilities, ensure council reporting etc. Can't recommend their flexibility, professionality and personalized accommodation more highly!
Thank you, Eloise. It has been such a pleasure working with you, and I hope you love your new home! Best regards, Megan and the Maskells team
2/5
TrustpilotAgents are individually fine, would not use this letting agency again.
I used Maskells Estate to let a property with them from September 2023 through September 2024. The landlord decided to sell the property midway through and thus had me move out 3 months early in June 2024. I was told at this time that I would be reimbursed for the rent I had already paid (I am a student and pay 6 monthly) and the deposit returned after I had the flat professionally cleaned. The process of setting up the tenancy was fairly quick and the letting agent (Alex) was amazing! However, once the tenancy started this changed. Alex was replaced by an agent (Vashti), who to her credit, did her best, but the landlord was difficult. The landlord was impossible to contact or communicate with, and this led to issues with maintenance. The clerk they hired for the inventory had also left out over 30 items, and this caused problems down the line. Once I moved out, however, this changed again. A new agent (Hayley) took over from Vashti for the termination of the tenancy. While Hayley has mostly been fairly good at communicating with me, I have been moved out/tenancy ended for over 3 weeks and still have yet to receive any information regarding my deposit or the reimbursement of the rent I had paid for the final 3 months of my tenancy. I have not received any charges against the deposit, I have not received the deposit back (even though legally the limit is within 10 days of move out), and I have not heard anything about the reimbursement for my rent. The only thing I have heard is that the professional cleaning was insufficient - even though I hired the company Vashti recommended. While Maskells seems to be a fine letting agency, they unfortunately work with bad clerks, sketchy landlords, and assist in housing scams. I would never work with them again because I am still waiting for the over £10,000 that I am owed. Update/edit: At the time of the original post, I had not received any information about my money. I was successfully reimbursed for the entirety of my deposit and my rent (but only after I said I would bring in legal counsel and mentioned London's guidelines that landlords return rent within 10 days of the tenancy ending) approximately 5 weeks after my move out was confirmed. I still stick with my original review - the landlord had no intention of allowing me to stay for the entirety of the original lease, something the letting agency would have been aware of. It took me threatening legal involvement to get my money back, and I think I was more than fair with stating I would accept a return of my money within 6 weeks. As stated in the original review, anything requiring the landlord's approval took a very long time. My statement regarding the maintenance being "fast" was referring to how quickly the maintenance was completed AFTER the confirmation/the month spent asking for it in the first place. The clerk did a terrible job, and they attempted to penalise me for leaving things that were in the property before I moved in because the clerk had forgotten to include 30+ items, even after I was told to "do my best and leave things that were not mine in the property" even if they were not in the document. If I had not insisted on my deposit being returned within a reasonable time frame and contested the charges, I would not have gotten the deposit back. They attempted to scam me out of my deposit and my rent with false excuses, and I fully believe if I had not been firm with my communications and my intent to bring on a lawyer it never would have been returned. Like I said in the original review, the letting agents were individually fine and fairly competent, but overall it was not a good experience. The property was nice, but everything was overcomplicated, convoluted, and difficult because of the landlord. I will add a star, bringing this to a 2 star review since my money has since been returned, but I believe that is more than fair.
Dear Evelyn We are sorry to hear that you have been unhappy with aspects of the letting. I’m not quite sure what you mean by us “assisting in housing scams” (which is certainly not the case, there is no “scam” here), but let me reply to each of the points you’ve raised in turn: Landlord selling, this is correct, the landlord did decide to sell the property, although they were permitted to serve notice on you as per the executed Tenancy Agreement. As you paid your rent 6 month’s upfront, we were aware that the landlord would be required to reimburse 3 month’s of this back to you, and we had provided them with all the necessary information to process this reimbursement. Unfortunately the transfer from the landlord, despite us chasing the landlord on your behalf more than 20 times, took longer than expected to be transferred back to us. As you know, as soon as we received the funds, they were transferred to you same day. I feel therefore that we, not just upheld our duty of care to you, but actually went above and beyond what a “normal” managing agent might do on behalf of their tenant. Maintenance, I am aware of which issue you are pointing out. To be clear, the landlord had a preferred contractor he liked us to use for maintenance issues, so as we are required to take instructions from the landlord, when you first informed us of the slow draining shower, after diagnosis, we reached out to the contractor. Unfortunately the contractor was non responsive despite many chases, and we used our own contractor in the end to fix the problem. Once we were able to go ahead with our experts, the issue was resolved swiftly (within 4 working days). In point of fact, your email to me at the time noted “the plumber came by and fixed it extremely quickly! Thank you so much” so it does seem odd to me now that you would raise this as a complaint. Inventory clerk and deposit release, we use one of the best third party inventory companies in the industry, so we were surprised by your comments with regards to items noted as missing in the inventory check out. However, as you know, we had spoken to you before the check out and asked you not to worry about this point, and as you so rightly pointed out, you did not receive any charges against your deposit to this effect. Again the delay in sending the deposit back to you was due to the requirement for us to receive written authorisation from the landlord to release funds to you in full. Once we received authorisation, the funds were transferred same day. I would also like to point out that you mention “legally the limit is within 10 days of move out” to return the deposit, I would like to point out to you that this is incorrect. It is best practice for the landlord to provide a tenant with their deposit claims within 10 days of the termination date, not the amount of time the landlord has to review and then transfer funds back to you. As a responsible managing agent, we work very hard to try to ensure all our tenants are well looked after and supported throughout their tenancies in our managed properties. Having done so in this instance we feel, it is disappointing to have received a review from you which, as you can hopefully see from the above explanation, is perhaps not equitable nor based upon possession of all the facts. Our reputation matters a great deal to us and therefore, once you have reviewed our reply, I invite you to amend your review, and/or contact us to discuss the matter further. Our contact details are as follows: 02075812216 or lettings@maskells.com I hope this clarifies, and we wish you all the best in your new property. Vashti and the Maskells team
5/5
GoogleVery professional, efficient, and friendly agents at Maskells. I worked with Megan who was really quick and responsive. Megan helped me gather all the required documents and kept me informed every step of the way. Thank you!
Thank you, Mayssa. It has been a pleasure working with you and I hope you love your new home. Best, Megan and the Maskells team
5/5
GoogleI recently rented a flat through Maskells and I’m thoroughly impressed with their service. From start to finish, the process was smooth, transparent, and incredibly professional. A special thank you to Megan, who was exceptionally helpful and always available to answer any questions I had. Her expertise and friendly approach made all the difference!
Thank you Omer, it has been a pleasure working with you. Best, Megan and the Maskells team
5/5
TrustpilotMegan at Maskells was excellent to deal…
Megan at Maskells was excellent to deal with in renting a property for my family in London. She was prompt, savvy and truly professional. She made a tricky task much easier!
Thank you very much Deannie for your kind words, it was such a pleasure meeting a fellow ‘Sussex-ion’! I hope we can work together in the future. Best, Megan
1/5
GoogleOne of the worst estate agents that we have came across. Our offer was accepted and paid the reservation fee with an agreed moving-in date and passing all checks. However, nearly a week after the reservation fee was paid and two days before the agreed moving-in date, we got informed that the flat would now be rented by someone else and told us to look for other properties. I have updated it from two to one star, as Maskell's reply here differed from the explanations we received and did not represent the actual events. We never knew that another party was involved and were never informed that we could offer more to compete with others. Maskells informed us that they were not obligated to tell us anything as they acted in the landlords' best interest as they saw fit. We have since followed Maskells' company policy regarding the complaint, and the response we received is different from the reply here. In addition, they used the contract detail we provided for the complaint to threaten us with removing the review or facing legal action instead of solving the complaint.
Dear Y Thank you for your review. You and another applicant were involved in a complex negotiation, seeking to rent one property. Ultimately, and at their sole discretion, the Landlord (our client) decided not to let you the property. This may be because the other tenant offered more. You were kept informed and it was open to you to increase your offer, which you chose not to do. Consequently, the other applicants secured the rental. The rental market in London is a market and in this case, the market price available to the Landlord from another party was above that which you were prepared to pay. We are satisfied we worked in our client’s best interests whilst acting with a duty of care to all parties.
1/5
GoogleOne of the worst estate agents that we have came across. Our offer was accepted and paid the reservation fee with an agreed moving-in date and passing all checks. However, nearly a week after the reservation fee was paid and two days before the agreed moving-in date, we got informed that the flat would now be rented by someone else and told us to look for other properties. I have updated it from two to one star, as Maskell's reply here differed from the explanations we received and did not represent the actual events. We never knew that another party was involved and were never informed that we could offer more to compete with others. Maskells informed us that they were not obligated to tell us anything as they acted in the landlords' best interest as they saw fit. We have since followed Maskells' company policy regarding the complaint, and the response we received is different from the reply here. In addition, they used the contract detail we provided for the complaint to threaten us with removing the review or facing legal action instead of solving the complaint.
Dear Y Thank you for your review. You and another applicant were involved in a complex negotiation, seeking to rent one property. Ultimately, and at their sole discretion, the Landlord (our client) decided not to let you the property. This may be because the other tenant offered more. You were kept informed and it was open to you to increase your offer, which you chose not to do. Consequently, the other applicants secured the rental. The rental market in London is a market and in this case, the market price available to the Landlord from another party was above that which you were prepared to pay. We are satisfied we worked in our client’s best interests whilst acting with a duty of care to all parties.
5/5
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5/5
GoogleAlex helped me to find my property. He was very efficient, pleasant and friendly. Would recommend anyone to contact him if you’re looking for a property.
Thank you for your review Maryam, I was delighted to have been able to help you find a suitable home and I hope you are very happy there. Best, Alex and the Maskells team
1/5
TrustpilotJust don’t use them
They are dishonest and in my case they changed the terms of the contract 20 minutes before I was going to sign it telling me that I now had to pay an extra 700 pounds per month for a house in Chelsea. They simply chose to ignore a ‘handshake agreement’. And now when I am moving out they suddenly claim I have to buy brand new beds for the owner instead of the disgusting ones I took over. I am taking legal action if they don’t start to behave properly.
Dear Morten, We have been through this at length on email and over the phone, however we are happy to do so in this forum as well. A- Your comment with respect to the tenancy negotiations is factually incorrect, you made an offer to rent the subject property on 2nd Nov 2022, during the negotiation of this offer another party made a higher offer which was communicated to you along with the provision that if you matched this offer the landlord would agree terms, which they did on 4th Nov. You signed the contract on 16th Nov, exemplifying the inaccuracy in your comment. B- Allow us to be clear, we work for our client the landlord and it is part of our remit to negotiate the best rental outcome for them within the framework of the regulations, which in this instance we did. C- We shan’t go into detail on the mattress saga, safe to say that if you, the tenant, throw away a virtually new Vi-Spring mattress belonging to the landlord without their permission they are going to ask you to replace it, which I suspect will sound reasonable to anyone who cares to read this review. We feel comfortable our actions reflect best practise and wish you the best. The Maskells team
5/5
GoogleGreat service, Megan was very responsive and patient to all our questions.We definitely recommend Maskells!
Dear Nicolas, thank you for your kind words, they are greatly appreciated. Best, Megan
5/5
GoogleLondon has many agents to chose from, not all are equal. I had the pleasure of dealing with Alex and he’s one of the best out there. Hope we get to work with him again.
Thank you Simon for your kind review which is very much appreciated - it was a pleasure helping you.
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London (71 Walton Street) has the most, with 176 reviews rated 4.8 out of 5, followed by London (105 Kensington Church Street) with 79.
The two Maskells Estate Agents Ltd offices, by town:
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