Trusted Agent profile · Hampstead
★★★★★
686 reviews across 3 platforms
51-53 Heath Street, Hampstead, NW3 6UG
Part of Benham and Reeves, see every office.
Benham and Reeves's office in Hampstead, at 51-53 Heath Street, is rated 4.6 out of 5 across 686 reviews on three platforms, including 263 Google reviews rated 4.7. It won Gold in The Trusted Agent 2026 awards, one of four awards Benham and Reeves won in 2026.
The Trusted Agent 2026 results for Benham and Reeves, ranked against 18,569 UK estate agent offices. Each award is assessed separately from the review sites.
Every review we hold for the Hampstead office, from every platform, shown as written. First names only.
5/5
GoogleSylvie, our house manager is so helpful and considerate all the time. Also thanks Dele and Edelyn for assisting with the renewal of your tenancy. We really appreciate the help. Thank you!
Thank you Zishuai, it's great to hear we are meeting your service expectations with regards to your tenancy renewal. Dele and the Hampstead lettings team are very pleased to see you share a five star rating here too, we appreciate your custom. - Ruth, B&R
5/5
TrustpilotNick is great
Nick is great, from the start he was very understanding and helpful
Hi Begench, thanks for sharing a five star rating here which Nick is very pleased to see. We are glad to hear you found the understanding and help that you needed. Thank you for your custom. - Emily, B&R
5/5
GoogleI have been renting with Benham and Reeves for about 9yrs and the service has been top notch! Kayleigh Weston has been the go to person for any issues concerning maintenance and she has delivered fantastically each time!
Hi TW, thanks for sharing a five star rating here. Kayleigh and the property management team are very pleased to know we are meeting your service expectations. Thanks for your continued custom. - Ruth, B&R
5/5
GoogleWe had a great experience with Benham & Reeves. Ivan did a great job showing us the apartment last year and guiding us through the process. Silvana was very prompt with sending over all the documents and information we needed. Thanks for helping us out.
Hi Thomas, thank you for sharing a five star rating here which Ivan and the lettings team are very pleased to see. We're glad to know you've found the service smooth and easy. Thank you for your custom. - Ruth, B&R
2/5
TrustpilotMy father passed aware 2015
My father passed in 2015 and for years they been holding into my father deposit refusing to return it until the 10 June 2020.The amount was originally agreed in Jan 2016 and since they refused to return those funds, arguing that I need to provide a letter from a solicitor that stated that I was the executor of my father estate, I didn't want to to that because would incur costs to myself of on average 256 pounds, No understanding why I need to do that because not even Banks requested such document from me and they had larger amounts. ( I provided ID, death certificate)there was a deduction to the total amount of the deposit which was agreed with the landlord on the amount in January 2016, which was different from the amount the landlord wanted to claim. However out the blue without my connect the landlord contacted the Benham and Reeves and requested the original amount he wanted to deduct given to him in November 2016 which Benham & Reeves honour with a strict understanding if there was a dispute this was going to be returned to me. This change was not verified with me and perjury was made to facilitate and Benham & Reeves. after January I was not pursuing this as it wasn't important in my life, I was in the final year at university and the loss of my father had already caused significant distractions and chaos to my life and mental state. However, I parked all the documents and emails to engage at future date.What I could not understand why my word was good enough to make decisions on deposit to my father deposit but to good enough for the deposit return to me. Earlier this year I send email to William with form and value agree and I was ignored. After waiting a few weeks and still no response, I began to ring the office's number and express my disappointment to several members of the company which confirmed someone would get in touch with me. On that same day, I receive the same response from William sorry we can't help without the letter from a solicitor(28/05/2020). To which challenged as previous why they are so special as a company that I need to provide them with such letter, I also notified him if he kept the same stance I would have no choice but take this matter via court it would. I was once again ignored.Well after a week also pass I rang the office again and complained once more and requested the matter to be escalated about William as I did before and Lady on the phone said she was going to pass that to the director and I would be hearing from them shortly.on that same day in the afternoon 12:25, I received an email from William stating that his superiors have agreed to refunds the balance as per attached so at that point I new document was generated with a different value. which I was confused by baring in mind William is the one that confirmed the landlord agree to my proposal of the deduction after I mentioned all the things it was breathed out of the contract, I was more than reasonable to agree to have some value to be dedicated which I was well within my right to contest to back in Jan 2016.I asked him to confirm is this was correct and he comes back with a response that I agree to this according to the landlord, Well I never agree to this! Why would I say yes take more money off me at a later date? When the mater on the value was already finalised? At the time, I also went through emails send sent him evidence that confirmed the value, and resent him the form at the time which I had signed of the original amount and challenging why this was changed? No explanation was provided just that they were following the landlord instructions.and by that point, I believe Benham & Reeves notice this review that I first published on 8th and Lady Lisa was taking over the matter and was going to get that resolved and asked me to be patient due to timeline it occurred and to amend my review as they were going above and beyond to get the matter sorted but it was not concluded at that stage.After a few backs and forth over a few days with Lisa, the original agreement was finally honoured, as I still had many questions why that occurred and no apologies of the mistake or logical explanations where provided and the matter was escalated to the Managing Director Vidhur on 10th June 2020, who finally offered an apology over the phone and admitted that mistakes occurred and offered a settlement which I agreed to after consulting with the family but its time to close the book on this As the matter been resolved and close, I have taken the decision to amended this from 1* to 2** and provided a more comprehensive description of the interactions. Although they might deserve 2.5 out 5, I can't score 0.5.
Hi Hiffen, we're glad we were able to get the deposit released back to you and bring some closure to this aspect of your Father's estate. We have since reviewed everything to see what lessons can be learned and we will try to prioritise such cases going forward and do more follow up to resolve things faster. Thank you for amending your review to let us know you were satisfied with the outcome. Kind regards, Emily Taylor, B&R
1/5
TrustpilotDisappointing Property Management Experience with Poor Oversight
I entrusted my property to this agency for letting and management, but unfortunately, my experience was far from satisfactory. It’s worth noting that they also operate under the name Benham and Reeves. Throughout the tenancy, I was repeatedly sent invoices to pay, which was frustrating.When I regained possession of my flat, I was deeply disheartened to find it in a state of significant disrepair. The condition was far worse than the photos provided after each tenant's departure, raising concerns about the accuracy and reliability of their documentation.It became apparent that there was a lack of thorough oversight regarding tenant behaviour and property upkeep. The agency seemed more focused on generating income than ensuring proper management of the property.Overall, my experience was highly disappointing, marked by poor management practices. I would caution others to think carefully before engaging with this agency.
Hi Tania, we are sorry to hear this now, particularly after 4 years of managing your property without any issues. I believe you are in dialogue with us and have explained that wear and tear can be subjective, but nevertheless, we share your frustration here and wish you well with your plans for the property.- Ruth, B&R
5/5
TrustpilotMr Di Gong is a property specialist
He was professional, helpful, and responsive from start to finish
Hi Panos, thanks for your kind feedback shared here for the service you've had from Di in our lettings team. We are glad you've felt well supported start to finish. Thanks for your custom. - Ruth, B&R
5/5
GoogleI recently renewed my tenancy with Benham & Reeves and had a great experience. Dele and Edelyn were both incredibly helpful and made the process easy. I highly recommend Benham & Reeves for their excellent service and fantastic team!
Hi Georgian, thank you for leaving this lovely feedback about the great service you've had from Dele and Edelyn in our lettings team. We are thrilled to hear you will recommend us, thank you very much! - Emily, B&R
1/5
TrustpilotI was extremely disappointed with my…
I was extremely disappointed with my visit today. As a highly recognizable brand, I never expected to be treated so poorly. I visited the store for a simple task, cutting spare keys, and was assisted by the branch manager, William Leslie. Despite bringing all the required documentation, which two staff members had confirmed over the phone, Mr. Leslie claimed it was insufficient and needed to be presented differently. When I tried to explain, he rudely interrupted me repeatedly, refusing to listen or allow me to clarify. Shockingly, a store manager lacks basic customer service skills, cannot communicate professionally, and behaves so dismissively that his assistant had to apologize on his behalf. Could not believe that I had such a negative experience.
Hi Natalja, we are sorry to hear of your experience but we dont have a William Leslie working for Benham and Reeves and all our branch staff are listed on our website branch contact pages if you would like to check there.Would you please email us confirming the location and time of your visit so that this can be investigated. Email to complaints@benhams.comThank you, Emily, B&R
5/5
TrustpilotMy best experience with an Agency yet to be matched!
Honestly the best experience I have had with an agent I didn’t get into the exact mechanisms of what is a company policy and what is not but for sure people here are gems who help whenever possible and genuinely advice based on what is best for you rather than try to manipulate you into one option or another because they want to increase their profits …etc.
5/5
TrustpilotExcellent customer service
Excellent customer service! In early January I spotted an apartment for rent, it was exactly what I was looking for in terms of location, price, and everything else.
Hi David, thanks for sharing such kind feedback here for the service experience you've had renting a property with Rubel and Thuraya in our Kensington lettings team. We are thrilled to hear you've felt so well supported. Thanks for your custom. - Ruth, B&R
5/5
TrustpilotWe were assisted by Di Gong and Zak…
We were assisted by Di Gong and Zak Taylor in letting of a flat. They were professional, efficient, easy to work with. Zak was very helpful with our documents and assisting in our signing. He was attentive and courteous. Di was absolutely exceptional - extremely knowledgeable and experienced, insightful, provided superb advice and suggestions, prompt in responding and very conscientious.
Thank you Heather, what absolutely fantastic feedback here for Di and Zak in our White City branch. We're so pleased you've benefited from their many years' of knowledge and experience working in London lettings. Great to hear this.- David M, B&R
5/5
TrustpilotBuying property…
I was dealt by Mr Thomas Grossi.he was always very helpful and willing to assist and giviing up todate information without unnecessary delay.
Hi Abida, we are very pleased to hear you've benefited from Tom's property sales expertise and professionalism and are glad to hear you've had such a good service experience with Benham and Reeves, thank you for your custom. - Ruth, B&R
5/5
GoogleI had an excellent experience with Benhams, particularly thanks to Rahim and Anne who assisted with my new tenancy. Their friendly and efficient communication ensured I felt informed and supported throughout. Together, they provided top-notch service. Highly recommended!
Hi Mr Khan, thanks very much for sharing a five star rating here which Rahim and Anne are very pleased to see. We are glad to hear you have found the service top-notch and friendly. This is really great feedback for the whole team, thank you. - Ruth, B&R
1/5
TrustpilotProperty Management not the best in the industry
I have loved dealing with Benham and Reeves especially their leasing team led by Wesley alongside Roland. They are customer-centric, polite and respond with a sense of urgency.My experience has been totally the opposite with their property management team - not only is my assigned property manager slow to respond and abrasive in terms of language, he has this misguided belief that he makes decisions on what needs to be looked at by an electrician (or other experts) and not.I gave a very thorough response with photos to add to my check in report along with an email to summarise next steps - he sent a note on the 15th of Oct saying he will review it. After a few more nudges, he then tells me we will just consider those upon end of tenancy which is not the right process - and could lead to issues later.I have dealt with M&P for 3 yrs and the quality as well as demeanour of their agents has been the exact opposite of my experience with Christopher N.I wish the property team had the same customer centric approach as the lettings team but it has not been the experience I have had so far.
Hi Jennifer, thank you for sharing your mixed experience here which we have taken note of. I can see we are in dialogue with you already regarding this offline, hopefully we can rectify things very soon for you. Thanks for your custom.- Emily, B&R
5/5
TrustpilotBuyer- great service
I bought a property that was marketed by B&R. Very happy with the service provided and the support throughout the purchase process. Many thanks especially to Roman Salehi!
Hi Alexis, its great to hear such lovely feedback here for the service you've had from Roman in our London sales team. We are really glad to hear you've benefited from his expertise and that you've felt well supported throughout the property purchase process. Thanks for your custom. - Ruth, B&R
5/5
TrustpilotI rarely post reviews
I rarely post reviews, and like most people, I only post when the service is excellent (or bad). I was AMAZED with the level of service and the extra mile, the entire team at the Surrey Quays branch, went to ensure a smooth move in the process last week and a follow-up call today asking if everything is working ok. A massive thanks to Maria, Kelechi and Xiang.
Thank you Nicky, we're really glad to see your five star rating shared here and to know you had a great service experience with our Surrey Quays letting and management teams. We appreciate it,- Emily, B&R
5/5
TrustpilotJust renewed my contact with Benham &…
Just renewed my contact with Benham & Reeves. Many thanks to Jeff and Maria for negotiating the new contract and handle on the document work. Very smooth renewal process.I would also like to thank Francesca in helping to fix the leak issue in the flat.
Hi Mr Wong, thanks very much for your kind feedback here, we appreciate it and are very pleased to hear you have had such a great lettings and management service experience with us again. - Ruth, B&R
5/5
GoogleI was very happy with the diligence and committment of Dele Lawal
Hi Amanda, thank you for sharing a five star rating here and for your service feedback which Dele and the Hampstead lettings team are really pleased to see. We are very glad you've had such a good service experience. - Ruth, B&R
5/5
TrustpilotQuick service and quick to respond and…
Quick service and quick to respond and quick to reolve a problem
Thanks Gerard, we're glad we've been responsive and quick in our service back to you. Thanks for sharing a five star rating here, its appreciated. - Ruth, B&R
5/5
TrustpilotMr Di Gong at Benham & Reeves has been…
Mr Di Gong at Benham & Reeves has been extremely helpful and understanding. He is the hardest working person that I known in the entire UK, he replied to all my emails and text at astonishing speed and even works on Sunday . He is the best letting agent that I have come acrossed and will refer to all my friends( and anyone ) . I am so glad that my property is under his care, thank you !
Hi Abingdon, we are thrilled to hear you are having such a great experience as a landlord of Benham and Reeves. Di and the team really appreciate your kind acknowledgement of their professional care and we will be happy to look after anyone you recommend. Thanks again for your custom, and for sharing a five star rating here.- Emily, B&R
1/5
GoogleAbbie at B&R was great during our search but unfortunately when it came to move in day things were a complete disaster and Abbie was nowhere to be seen. The flat was unliveable, it was clear it hadn't been checked between tenancies and Dele the Branch Manager was outrageously rude. Thankfully we were able to break our tenancy.
Thank you Liana, its really great to hear you had such a great service experience with our Hampstead lettings team, Abbie was really touched to see this highly positive review. - Emily, B&R
5/5
Google“I’ve had an excellent experience renting a property managed by BENHAM AND REEVES. From the start, they made the process smooth and stress-free. Kayleigh Weston been an amazing property manager,is incredibly professional, responsive, and always willing to help with any questions or concerns I’ve had. Maintenance requests are handled quickly and efficiently. She ensures the property is well-maintained and regularly check in to make sure everything is going well. I also appreciate how clear and transparent she is about any updates related to the property. Her communication is top-notch, and she treat tenants with respect and care. It’s clear she genuinely wants tenants to feel comfortable and satisfied in their homes. I’ve had nothing but positive interactions with her and I’m grateful for all she did for my family and I during our stay there. Thank you once again KAYLEIGH WESTON.
Hi Mildred, we're very pleased to hear you are having such a great service experience renting a property with Benham and Reeves and that your property management is well supported by Kayleigh in our team here. Thanks for sharing a five star rating here with our community. - Ruth, B&R
5/5
GoogleWe have had a wonderful experience working with Dele, Sylvie and Laura through the different stages of viewing, signing and handover of lease. They have each been prompt, professional and helpful.
Thank Megha, it's great to hear you've had such a positive service experience renting a property with our Hampstead letting agents. We are pleased to have been of service and appreciate your custom. - Ruth, B&R
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Yes. In The Trusted Agent 2026 awards: Benham and Reeves, Hampstead won Gold; Benham and Reeves, London won Platinum; Benham and Reeves, Fulham won Gold; Benham and Reeves, Surrey Quays won Trusted Agent.
