Carter & Reeves reviews

★★★★★ 1/5

Google

I had a really disappointing experience with this agency. I was really excited about moving into a new flat, but the agency made the whole process super stressful. first they kept changing the move-in date last minute, which messed up all my plans. It felt like they just didnt care about how it affected me. On top of that, their communication was terrible. Every time I tried to get an update, they either didnt respond or gave me a vague answer. It felt like they were just stalling the whole time. And when I finally got to see the flat again before moving in, it was not at all like they described. There were issues with the place that they never mentioned before. In the end, I had to scramble to find another place because I just couldn’t trust them anymore. I struggled for months to get my money back, the whole experience was a nightmare, and I’d never go through them again. If you're looking for a reliable agency, this definitely isnt it.

Kilian · 11 November 2024

★★★★★ 1/5

Google

I would advise staying away from this agency. We mainly dealt with Ray. Our first interaction was him telling us that the keys to the flat were not in the office and that he couldn't do the viewing at 6pm like we agreed. He then managed to track them down and do the viewing at 8pm. He managed to make up for the agency's mistake and probably stayed late to accommodate us, so I'll give him that. He gave us a good tour and answered our questions, and we felt like we could make an offer. Upon visiting I realised one of my friends had lived in the same flat in the past, so I reached out to him and he warmed me that part of what Ray had said was false (nothing crucial, for example the fact that the landlord was easily reachable when in reality he had never been in contact with the landlord directly throughout his tenancy). He also warned me that Carter & Reeves they took a while to deal with issues, only after insisting a lot. Apparently they were pretty incompetent overall. We made an offer regardless. Halfway through the process an agent called Michael was added to the conversation. The only thing he did was to apologise about forgetting to send us the floor plans, which we never received. We agreed on a start date with them, then they asked to push this start date twice due to renovations happening in the flat, which we reluctantly agreed to. Then we finally signed the contract, with a September 12th start date. A week before moving in they wanted to push the move in date again to the 20th and did not offer any compensation, while all of us had already planned on arriving/being in London the week after. Given that the contract was signed, we argued that they were supposed to accommodate or compensate us in some way since they weren't abiding by the terms, but they kept arguing against that without providing any proof. A couple days later (on the 9th, 3 days before the supposed move in date), before the first issue was resolved, they mentioned that some of us had not passed referencing, and asked to draft a new contract where we would have to provide guarantors, despite the fact that they mentioned we wouldn't need them when we visited the flat. The contract we signed did not mention anything about referencing, and was definitely still holding up, so we tried to stick to it, but the agents once again threw a couple more unfounded arguments which did not hold up (I checked with legal professionals) to try to get us to draft a new contract, which would obviously benefit them on that first issues as well. When we tried to get more formal with them about respecting the terms of the contract, they stopped responding for 2 days, and didn't reply to calls. When Ray finally picked up, they once again gave a bad argument referring to an off topic section of the contract. Then they mentioned they wouldn't know when the flat would be available at all. They offered us another apartment, which we could visit on the day and move in to at a discount, but that flat was very dirty and of poor quality. We had to urgently look elsewhere with only a few days remaining. They did send our money back when we found something else. I think that threatening some form of legal action is the only way to get your point across with these agents. It's probably better to stay away.

Matis · 13 October 2024

★★★★★ 1/5

Google

By far the worst agency I have ever rented from. Was left with a leaking ceiling in my bedroom for several months with minor support from the carter and reeves and they continuously choose to ghost us instead of dealing with issues. When they did book repairs in we would usually have less than 12 hours notice, and received significant attitude and rude comments if we weren’t available with less than 12 hours notice. The only way they would fix things is if we threatened to get external support or not pay rent. I suggest staying very far away as renting from them will severely impact your mental health. Michael especially was inaccessible and barely answered when we reached out. I suggest not renting from them if you want to maintain your sanity.

Agnese · 18 August 2025

★★★★★ 1/5

Google

Absolutely terrible - I can only imagine that the good reviews on here are fake. 2 of the estate agents (I think was one was called Zara) were lovely and very helpful to be fair, but the head guy (forgotten his name) was ridiculously rude. Repeatedly told us "you're new to renting, you don't know how it works", "you're lucky I'm patient, no one else would put up with this" for challenging their nonsense - we were 24 year old masters students/working full time and had been renting in London for around 6 years by then. Never had a single problem with any landlords or estate agents asides from Carter Reeves. For example, your estate agent said 5+ times that your agency would be responsible for making sure the flat was cleaned when we moved in so it would definitely happen - we then moved into a shockingly dirty flat and had to pay a cleaner ourself as you weren't able to organize this despite many asks. Then you had the audacity to send a vile email after the tenancy ended trying to deduct hundreds from our deposit for cleaning fees as we obviously hadn't left it a professional cleaners' standard... but immediately backtracked after we said we both knew the deposit hadn't been handled properly and could provide a list of serious issues from the year. Truly incompetent

Lifein · 17 April 2025

★★★★★ 5/5

Google

Used Carter Reeves & found them to be really helpful in looking for a rental that suited my needs. Michael hosted the viewings to the the properties that I registered interest in. He was flexible and gave me really honest and helpful feedback. I really appreciated his personal desire to ensure that I was taking a property that was right for me. I also dealt with Zara who thoroughly reassured me that I was in good hands. She made sure that I was updated during the process and well informed. She completed all paperwork with haste and I was really pleased to have her helping me. I had spoken with other members of the team who were great also. Wonderful agency, i will be sure to mention them to any one of my friends looking to rent.

Kerry · 23 October 2020

★★★★★ 1/5

Google

I write this so that no one else may have the misfortune of dealing with Carter Reeves Residential. We had agreed on the terms, the rent, and the period of the tenancy, only to learn shortly before the lease was to begin, when we requested for a copy of the contract, that the landlord had not actually signed the contract, despite Carter Reeves' assurances. Michael John, our agent at Carter Reeves then sought to pressure us into more unfavourable terms, including a higher rent and an earlier start date. He threatened to put the property back on the market and retain our holding deposit (despite the fact the landlord was the one who reneged). When I protested, he claimed that the fault was with the landlord and his company, and as a lowly agent, he had his hands tied. I eventually compromised, but asked for the agent and contract drafting fees I had paid to be refunded, which they have yet to do, after a period of several months. Shortly after, Michael apparently left Carter Reeves, citing the way the company had "mislead people like yourself". However, my problems did not end there. On numerous occasions, whenever I made a request of Carter Reeves, they made every effort to drag their feet in responding. It is not uncommon for a request for the tenancy contract, inventory details, or other documentation to take weeks to be sent, if it is sent at all. Agents such as Zara, Michael, and Husana will reassure you every step of the way that things are being handled properly, and the documents will reach you by the end of the day, or repairs will be made within the next few days, but their promises are empty and you can rest assured they will be broken. Avoid this agency at all costs. There is no price worth paying for this kind of trouble.

Basil · 24 October 2019

★★★★★ 1/5

Google

This is the worst real estate agency in London. After we signed the contract with the landlord, the agency informed us that the flat would not be available until a significantly later date than originally agreed. They then started to invent rules to pressure us, falsely claiming that the contract was void. Furthermore, they failed to provide us with any accommodation between the originally agreed move-in date and the new date they proposed. In short, they are very toxic people who cannot be trusted and who wouldn’t hesitate to put you in a very difficult situation. They are utterly unreliable.

Elliott · 11 November 2024

★★★★★ 5/5

Google

I have been in London for so long and I used this place to find my first and last house. Kalam and his staff are professional and enthusiastic, and will help solve any problems carefully and carefully. It was precisely because of the good experience in the first house that I decided to look for a second house here. The process went smoothly and I am very satisfied with the house. Thanks to Kalam and Ricardo for their continued help. Wish you better and better.

Danyang · 24 October 2018

★★★★★ 4/5

Google

I am an international student studying in London. During the summer, my flatmates and I would be flying back to our home country. It is hard to find an agent that truly understands the struggles of an international student having to find a place to stay without paying up extra rent for the months where we won’t be around. However, Kalam was very understanding and helped us secure a property that fits that particular aspect. Even though the contract didn’t follow through, we were still grateful to have an agent that supported and catered to our needs, at a very crucial time.

Andria · 24 October 2018

★★★★★ 3/5

Google

1.Paperwork, contract and letting process The team at Carter Reeves Bloomsbury were professional and competent in assisting us with the viewing of flats. Kalam and the team were patient in explaining the terms in the contract as well as being open to discussion about the conditions in the contract which we found to be rather unfair for us as tenants. Kalam and Mercedes were very kind in granting us free storage for our belongings and luggage for the summer months in which we were overseas prior to making arrangements to deliver them to the new flat when the then current tenants shift out. Kalam and Mercedes were exceptionally gracious in during our discussion about the certain requests made in relation to the maintenance issues of the house of which Carter Reeves assured us in black and white that they would aim to complete them prior to an agreed date. Most of those requests were indeed fulfilled although it was past the agreed date of supposed completion. 2. Post move-in and Maintenance Upon moving in to the house, it's overall condition was not exceptionally clean as would be expected of the professional cleaning service engaged by Carter Reeves. We had a couple of issues with maintenance and pests but Carter Reeves were rather prompt in arranging the necessary pest control works and Maintenance team to deal with them. Overall, it was a rather quick and smooth process for renting the flat through Carter Reeves.

Rosalyn · 24 October 2018

★★★★★ 1/5

Google

Unpleasant, Unprofessional, Unreasonable! Carter Reeves are without doubt the worst estate agents I’ve had the misfortune of dealing with. We were with them for a year, and they were consistently unprofessional, rude and verging on incompetent. Particularly unpleasant was Kalam Shah, the agency’s acquisition manager. We placed a holding deposit on one of their properties, and were assured that everything was in order, only to be informed a few days later that the landlord had decided not to rent to us, and that our deposit was lost. Only after much arguing did Carter Reeves agree to find us another flat to rent. During the documentation process the agency was painfully slow to respond, consistently demanded documents we had already sent, and even misspelled names and addresses on official documentation. Many messages and emails were not answered at all, even up to the move-in date. When we moved into the new flat, it had not been cleaned; it was covered in dust and grime; despite being assured by the agents that it would be professionally cleaned. There were broken cupboards, stained mattresses, and mould, and the smoke alarms didn’t work. Naturally we complained to the agency about this, and prior communication issues, at which point Kalam called me and my fellow tenants and berated us for daring to raise an issue. He was condescending and extremely rude, disregarded all our complaints and verged on threatening us. At that point we knew further communication was effectively pointless. Throughout the year the agency was slow to respond to any communication, or did not respond at all. Our saving grace was our landlord, who was fantastic; he responded to issues promptly and was nothing but friendly. I regret that he is forced to associate with such an unprofessional agency. Just before we moved out, Carter Reeves actually deigned to contact us themselves, to demand that we have the property professionally cleaned at our own expense. We did so, purely because we needed our deposits back, and given the agency’s previous conduct we presumed they would jump at the chance to deny us the money, but it was a completely unreasonable demand. The contract did not require us to book professional cleaners, and given Carter Reeves didn’t bother to have the property cleaned when we moved in, it was inexcusable for them to demand that we did. In short, Carter Reeves is a terrible agency. They are uncommunicative, unhelpful, and unreasonable. Kalam Shah in particular is an extremely unpleasant man, and lacks any professionalism. Do not rent from Carter Reeves!

Huwage · 24 October 2018

★★★★★ 5/5

Google

Absolutely phenomenal service, solid customer service and superb attention to detail. Carter Reeves has helped me find my ideal home within a week. After months of searching online I walked into the physical office and had a good consultation with them, they were very honest about my price bracket but ensured they found me something that I will like. I have lived and worked in New York, Tokyo and Houston and I understand the big city mentality when it comes to renting. It's not easy. Reeves offesr a level of care and after care which I have not seen in London Estate Agencies. There were many delays because of dramas from previous tenants and Carter Reeves kindly refunded me storage costs that I incurred as of the delay along with precise paperwork and contractual agreements. They had no obligation to do so but they did in terms of goodwill and ethics. They provided a thorough inspection, offered full tenancy deposit protection but the most important element was the consistent transparency through the process. Every two months I get a follow up call from them just to see how the tenancy is going which I appreciate. I did not have to worry amongst London's big housing shortage and they made sure I found everything I needed in my property, outside space, secured parking, ample bedroom and storage space. See for yourself!

Amrish · 24 October 2017

★★★★★ 5/5

Google

Thank you to the staff at Carter Reeves for making renting a property a smooth and easy process. All staff were there to help and I was looked after extremely well, going out of their way to assist me with any information or to answer any questions. I went into their office with no clue on where or what I want and they assured me they will help me get a property suitable for my budget. Customer service was top in the industry and I will gladly reccomend them to friends and family. Aftercare is something that is important to me as I have had bad experiences with other estate agents over London however the after care I received from Carter Reeves has reinforced my confidence and trust in them so if needed I shall be returning to them in future. A special thanks to senior management for all the help in getting me into my new property, I hope you enjoy the chocolates! Adrian.

Adrian · 24 October 2017

★★★★★ 1/5

Google

Terrible experience I have made with this Carter & reeves. now I am in the process of dealing the deposit(DPS) because they put my deposit less in the DPS and I haven’t still got it back also they didn’t give me any answer too. So I’m just waiting for a few months... Guys, if you’re concerned to make a contract with this agency, never ever get it. you’ll be fully regrettable at the end. Also if you have any issues while you live there, you might not be able to get good service or repair from Carter & Reeves. I spent quite a lot of money cause they don’t really care. *does somebody know how to solve the deposit problem out? 🤣

Emma · 17 April 2022

★★★★★ 5/5

Google

Convenient service. Was happy with the way that the employees contacted and conversed with me. The Manager was direct and responsible, allowing me to feel safe when doing business with them.

Luca · 17 April 2022

★★★★★ 5/5

Google

Convenient service. Was happy with the way that the employees contacted and conversed with me. The Manager was direct and responsible, allowing me to feel safe when doing business with them.PositiveProfessionalism

LucaLondon · 23 October 2021

★★★★★ 5/5

Google

Before getting a flat with Carter Reeves, I was contacting with many agencies.However, the staff at Carter Reeves, especially Kalam and Ricardo, show an outstanding professionalism in dealing with both the tenant and the landlord. In addition, Kalam and Ricardo are very attentive when we were working towards the complicated documents. I’d suggest the new customers to ask for advice from Kalam and Ricardo about where to live in London.

Thanapat · 24 October 2018

★★★★★ 5/5

Google

It was a great experience using Carter Reeves Residential. George was really friendly and his explanations on letting process were clear and detailed. I really appreciate I started my life in London with Carter Reeves Residential. I truly recommend you using Carter Reeves as I will also recommend Carter Reeves to my juniors in university in South Korea, who will be coming to London next year.

Chungwoon · 24 October 2018

★★★★★ 5/5

Google

Carter Reeves Residential’s team were amazingly helpful when I was looking for a 2 Bed apartment on a tight budget for myself & girlfriend. They presented me with various options and locations that were in my criteria. Thank you to Zara for being so flexible with organising viewing timings around my busy schedule. High recommend, very reliable and professional.

Amir · 23 October 2020

★★★★★ 5/5

Google

I am very pleased with the service Carter Reeves has offered me, I have rented multiple flats for the agency as a Corporate Company and have dealt very closely with their staff, and George in particular has been excellent with communication and dealing with the paperwork. Everything went smoothly and the process was very quick. Overall they’re very efficient and work effectively.

Voom · 24 October 2018

★★★★★ 5/5

Google

Carter Reeves have a professional relationship with every customer and makes time for each person depending on your needs. I am very happy with their reasonable fees, services and how they look after my property. Thank you Kalam for coming on board to support Michael and part of the decision making. I will definitely recommend them to other people.

Muyunda · 24 October 2018

★★★★★ 5/5

Google

Carter Reeves agency was personally recommended to me by someone who owns a good number of properties. Kalam Shah was very helpful and managed an efficient service and had my property let swiftly and at an acceptable rent. I intend to continue with Carter Reeves for my future lettings with expectation of the same again: quick, smooth and commercial.

Graeme · 24 October 2018

★★★★★ 1/5

Google

AVOID!!! Awful managment by Husana, left without a landlord for over a month. Wasn't able to store or cook food for a month, constant issues with tenancy and a year long headache. Silverfish, broken shower, broken doors, broken windows, broken heating, just to name a few things that were ignored by Husana and landlord. Never, ever going through Carter and Reeves again.

Lilly · 11 April 2024

★★★★★ 5/5

Google

Best in the business! The team is incredibly experienced and helpful, starting from Michael, Silvia and Husana. They take care of the whole process with exceptional professionalism and attention to detail and are always available and responsive. All their properties are extremely high quality and in great locations. In this crazy market, differently from competitors, they care about the quality of what they offer and who they rent/sell to. Nothing but the best. Highly recommend!

Michele · 17 April 2023