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★★★★★ 1/5
TrustpilotShabby
I was told by a Mountgrange agent that the couple who wanted to rent my flat were perfect, that he was an art dealer and she an interior designer. I did not meet them. I stupidly trusted that Mountgrange had done their diligence and believed they had found ‘ideal tenants’. From the start I was wrong. The tenant was rude, uncooperative, he never once paid rent on time. He left owing thousands. He lied. He did things to my flat that were outside the contract. He was in plain words an utter nightmare. Once I got the message I started to do my own research. My art contacts couldn’t find trace of an art dealer under that name. The interior designer had no track record on the internet. Yet the agents at Mountgrange continued to defend the tenants. They assured me they could pay and would do so at their own discretion. The tenancy ended last October and thankfully they left but still owing thousands and with no forwarding address. Many of my personal things were taken. The redecoration to make good damages and changes has cost me a fortune. Red letters and legal letters for unpaid bills arrive on a regular basis. Not once has Mountgrange apologised. They told me I had to deal with the creditors who are pursuing this man myself. They said the tenants passed their checks and it was not their responsibility. I feel completely let down and that I am dealing with the mess and the loss on my own. I have walked away from it all now as frankly what else can I do. But I want to warn others that this is not a company that will act in your interests.
Melissa · 20 March 2026 · Mountgrange Heritage London (27 Kensington Park Road)
Agent replied · 28 May 2026
We completely understand how distressing situations like this can be for any landlord, and we genuinely empathise with the frustration caused.
Throughout the tenancy, our team provided ongoing support including complimentary property visits after the Tenancy concluded, continued support, and regular communication to assist you as issues progressed. The tenant passed full independent financial and referencing checks, and there were no indicators at the start of the tenancy to suggest they would fail to meet their obligations. Their background, references and local connections all aligned with the expectations of a reliable tenant.
This behaviour was unexpected and disappointing for everyone involved. We apologised on behalf of the tenant many times, and we continued to guide and support you, a tenant’s personal conduct cannot always be predicted from verified references.
We are genuinely sorry for the inconvenience this situation caused you. We are relieved that, thanks to early action and ongoing involvement, the financial loss was contained, though we completely understand that any loss is unwelcome.
We remain committed to providing transparent advice, thorough due diligence, and dedicated support to all our landlords, and we are always available should you wish to discuss this further.
★★★★★ 5/5
GoogleNatalie from Mountgrange was such a tremendous help, from all the agents I met with she took the most time and care to understand me and my needs. Couldn’t recommend her enough
Eimear · 17 March 2026 · Mountgrange Heritage London (27 Kensington Park Road)
★★★★★ 2/5
GoogleRating only, no written review.
Rupert · 17 March 2026 · Mountgrange Heritage London (27 Kensington Park Road)
★★★★★ 5/5
TrustpilotWe rented a property through mount…
We rented a property through mount grange and were pleased with the service we received
On exiting the property we had some issues with the landlords evaluation and mountgrange have been exceedingly helpful going above and beyond to help us
Tom particularly has been quick with his responses advice and very helpful advising us all the way through this process. I would recommend Moungrange but particularly Tom French for his understanding and knowledge in what is a difficult problem I have nothing but praise and thanks
Lucy · 15 March 2026 · Mountgrange Heritage London (13B Stratford Road)
★★★★★ 5/5
TrustpilotGreat communcation and always willing…
Great communcation and always willing to help.
Isabelle · 5 March 2026 · Mountgrange Heritage London (13B Stratford Road)
★★★★★ 5/5
GoogleHad an amazing experience with Natalie from Mountgrange. Helpful, available and always in a contagious good mood!
Quentin · 17 February 2026 · Mountgrange Heritage London (27 Kensington Park Road)
Agent replied · 17 April 2026
We are so pleased that you have had such a positive experience with Mountgrange Heritage. We really value your feedback, thank you so much for taking the time to write your review.
★★★★★ 5/5
GoogleHighly recommended. I had a great experience with Mountgrange Heritage throughout the whole process. The team was professional, supportive, and transparent from start to finish.
Natalie showed me the flat and explained everything clearly. She followed up on all the details, was very transparent throughout, and always responded promptly to calls and messages. She guided me through the process step by step, which made everything much easier.
Kathryn and the rest of the team were also very helpful and supportive. I also had a few conversations with Henry, who I believe is the director. He was very professional, took the time to explain everything and was supportive throughout.
Overall, I had a great experience with Mountgrange Heritage and would highly recommend them.
Solar · 17 February 2026 · Mountgrange Heritage London (27 Kensington Park Road)
Agent replied · 17 April 2026
We are so pleased that you have had such a positive experience with Mountgrange Heritage. We really value your feedback, thank you so much for taking the time to write your review.
★★★★★ 5/5
GoogleGreat process, everything was easy and Natalie was very helpful along the way !
Valentin · 17 February 2026 · Mountgrange Heritage London (27 Kensington Park Road)
★★★★★ 5/5
GoogleI had an amazing experience with Natalie. She was quick to reply and very straight forward and honest with me during the whole process.
Lucius · 17 February 2026 · Mountgrange Heritage London (27 Kensington Park Road)
★★★★★ 5/5
GoogleAlex Chapalain is extremely helpful and trustworthy in helping us find our property. He followed all the administrative steps with us and guide us through the negotiation with the seller, highly recommended!
Kaitong · 17 February 2026 · Mountgrange Heritage London (59 St. Helen's Gardens)
★★★★★ 5/5
TrustpilotWe were very happy with Tom French's…
We were very happy with Tom French's support throughout our tenancy - always responsive and able to resolve issues.
Julia · 16 February 2026 · Mountgrange Heritage London (13B Stratford Road)
★★★★★ 5/5
TrustpilotWonderful service
Wonderful service, they found the right buyers without have to go through a host of time wasters. Excellent communications and overall made the experience easier and less stressful.
Consumer · 9 February 2026 · Mountgrange Heritage London (13B Stratford Road)
★★★★★ 5/5
TrustpilotGreat process
Great process, everything was easy and Natalie was very helpful along the way !
Valentin · 2 February 2026 · Mountgrange Heritage London (13B Stratford Road)
★★★★★ 5/5
TrustpilotOutstanding
The Mountgrange Heritage team is outstanding. The combination of an excellent working knowledge of the property market across the board and an intimate knowledge of their local area means that they provide expert advice, as well as an excellent service. I thoroughly recommend that you give them a call.
Tom · 29 January 2026 · Mountgrange Heritage London (13B Stratford Road)
★★★★★ 5/5
TrustpilotSweetest Woman Veronica:)
Dear Veronica,
She is a wonderful person. She has been my greatest support throughout the entire process in London. She is also someone who has provided me with even more support than my own agent, and who has always responded to me with a kind reply. Her attention to detail and meticulousness, along with her ability to organise everything in a well-planned manner, have made me very happy, and I will always be grateful to have encountered someone like her. Veronica is a great asset, and I would like to express my sincere gratitude and send her my warmest regards.
Pelin · 21 January 2026 · Mountgrange Heritage London (27 Kensington Park Road)
★★★★★ 5/5
TrustpilotHad an amazing experience with Natalie…
Had an amazing experience with Natalie from Mountgrange. Helpful, available and always in a contagious good mood!
Quentin · 21 January 2026 · Mountgrange Heritage London (27 Kensington Park Road)
★★★★★ 5/5
GoogleNatalie is an absolute asset to the company. She was efficient, straightforward and never fail to respond constructively every step along the way to securing our rental. It will likely get more and more rare with robots these days, the old fashioned way of human interaction is still the way to go. Thank you ever so much for making this experience as seamless as it was!
Phoebe · 17 January 2026 · Mountgrange Heritage London (27 Kensington Park Road)
Agent replied · 17 April 2026
We are so pleased that you have had such a positive experience with Natalie and Mountgrange Heritage. We really value your feedback, thank you so much for taking the time to write your review.
★★★★★ 5/5
TrustpilotI'm extremely happy with the services from Mountgrange!
After having a very negative experience with another property management agency, I was recommended Mountgrange. I had such a positive experience with their letting team, especially Veronica, that I then used them for the sale of the property. Alex Chapalain helped throughout the sale and is an immense asset to the sales team! I'm extremely happy with the services from Mountgrange!
Cristina · 9 January 2026 · Mountgrange Heritage London (27 Kensington Park Road)
Agent replied · 23 January 2026
We are so pleased that you have had such a positive experience with Mountgrange Heritage. We really value your feedback, thank you so much for taking the time to write your review.
★★★★★ 5/5
GooglePerfect purchase process handled by Alexandre Chapalain - he made everything possible for us!! Thanks to Alex and the team!
Giulia · 9 January 2026 · Mountgrange Heritage London (59 St. Helen's Gardens)
Agent replied · 17 April 2026
We are so pleased that you have had such a positive experience with Alexamdre and Mountgrange Heritage. We really value your feedback, thank you so much for taking the time to write your review.
★★★★★ 1/5
GoogleUnfortunately, my experience with this agency was disappointing from start to finish. From the first contact, obtaining clear and accurate information was unnecessarily complicated, and the bills estimation provided was significantly inaccurate. The property was not clean as stated, and no proper check-in inventory report was provided at the start of the tenancy. I reported the poor cleanliness by email at the very beginning of the tenancy, but no action was taken. The flat also had no hot water at times, the boiler wasn’t working properly, and mold was growing in the heater from leaks.
Despite providing all required documents and being fully eligible to rent in the UK, I was repeatedly asked for the same information. Even though the agency knew I was abroad, they still insisted that someone I knew attend the property in person to meet the agent, creating unnecessary complications.
Towards the end of the tenancy, I received an automated email requiring professional cleaning, despite the property not being professionally cleaned when handed over. After raising this, I was told it was an automatic email, with no follow-up or apology. My requests during move-out were often overlooked, and I ultimately found the next tenant and carried out the viewings myself. Overall, the process lacked clarity, consistency, and professionalism.
Joao · 6 January 2026 · Mountgrange Heritage London (59 St. Helen's Gardens)
Agent replied · 17 April 2026
Thank you for taking the time to leave your review. As previously discussed with you and to provide clarity, this was a non-managed tenancy. The landlord carried out the check-in, arranged the professional clean prior to move-in, and handled all repairs and maintenance directly once notified. However, we always aim to facilitate clear communication between both parties throughout.
We completely respect your right to share your experience, however the content of the review does not reflect the facts accurately. We acted appropriately and in accordance with our role throughout, and the matters raised relate to decisions outside of our control.
★★★★★ 5/5
GoogleExceptional service.
I sold my flat with Mountgrange Heritage in Kensington. I worked with Gillian who was amazing. She was really communicative, efficient and went over and above to get the sale over the line.
Much appreciated and highly recommend.
Deirdre · 18 December 2025 · Mountgrange Heritage London (27 Kensington Park Road)
Agent replied · 25 December 2025
Dear Deirdre,
We are so pleased that you have had such a positive experience with Gillian and Mountgrange Heritage. We really value your feedback, thank you so much for taking the time to write your review.
★★★★★ 5/5
TrustpilotThey went above and beyond on this one!
I found Gillian and Emma from Mountgrange Heritage an absolute pleasure to work with. They are consummate professionals and are committed to making things happen,
Hilton · 15 December 2025 · Mountgrange Heritage London (27 Kensington Park Road)
Agent replied · 23 January 2026
We are so pleased that you have had such a positive experience with Mountgrange Heritage. We really value your feedback, thank you so much for taking the time to write your review.
★★★★★ 5/5
GoogleReally excellent support by Alexandre!
Flore · 14 December 2025 · Mountgrange Heritage London (59 St. Helen's Gardens)
Agent replied · 13 January 2026
We are so pleased that you have had such a positive experience with Alexandre and Mountgrange Heritage. We really value your feedback, thank you so much for taking the time to write your review.
★★★★★ 5/5
GoogleAlexandre Chapalain and the rest of the Mountgrange Heritage team did a really great job in helping me sell my Notting Hill flat. Would highly recommend them.
Martha · 14 December 2025 · Mountgrange Heritage London (59 St. Helen's Gardens)
Agent replied · 13 January 2026
We are so pleased that you have had such a positive experience with Alexandre and Mountgrange Heritage. We really value your feedback, thank you so much for taking the time to write your review.
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