Every review we hold for the Kensington and Chelsea office, from every platform, shown as written. First names only.
★★★★★ 1/5
TrustpilotAVOID! Terrible for both tenant and landlord. Would have rather had our property vacant.
UPDATE: M&P have responded below. Full of lies. They DID give our tenant permission IN WRITING to throw away the £700 worth of items (advice which they later retracted, but it was too late so not relevant). They never advised us on the costs for the £150, they just deducted it, and we were previously told the tenant would be paying it; we didn't think these details mattered in the review. On the rare occassions they returned messages from my wife, they did so by contacting ME rather than her. Even from the beginning of our relationship, they would be extremely dismissive and rude to her, and say things like "we'll check with your husband" or "don't you need to get your husband's opinion?" They NEVER did such things to me, even though my wife was their first point of contact. Until near the end, on the rare occassions where they actually replied to me, they were nothing but courteous. It was their only positive quality, and one they did not share with my wife. I will also point out that it was only the two single WOMEN who complained about M&P. The couple living their previously (who communicated through the husband) had no such problems.Their apology below is the worst kind: "we're sorry YOU were offended, BUT..." They're not sorry they offended us. Kinda proves our point - nothing's ever their fault.ORIGINAL REVIEW:We are landlords of a flat in Marylebone.This horrific company advised our tenant to throw away any items she did not wish to keep without consulting us (almost £700 worth of kitchen supplies, hoover, etc). We only found out on the final inspection. M&P categorically refused to take responsibility.At that time, we had long since de-instructed M&P from managing the property as our tenant had become increasingly furious with her terrible treatment nearly a year earlier, providing reams of email evidence verifying extremely rude replies and ignored correspondence.At the same time, M&P advised our tenant was "difficult." We saw no evidence of this in the email chain and - along with their mistreatement and disrespect of my wife - we could only conclude that they were terribly sexist, thinking that because our tenant had complaints that she was "difficult" when in fact her complaints were raised in a fair and reasonable manner.M&P refused to refund our management fee, despite all this. We made no request for refund of the lettings fee: this is only £300 we were talking about for three months of management.When the tenant moved out, we severed our business with them and requested £579 back which they held on acount. They confirmed this amount in writing and agreed to send it back to us IN FULL.Then, over the Christmas holidays and without explanation, they shorted us around £150.This is by no means the full extent of their incompetence: though they were exceptional when we first used them three years ago, they rapidly deteriorated. They regularly irritated the tenant before last as well, and have treated my wife to regular sexist mis-treatment throughout, increasing in severity and disrespect.This is a terrible boys club with no morals, no accountability.DO NOT USE THEM.
Max · 7 January 2021
Agent replied · 23 November 2024
We are sorry that you are not happy with your experience with us. We would like to note that we did not give your tenant permission to dispose of these items; we have already relayed this to you. We do appreciate that our Tenancy Manager did confirm that £579 was being released to you from the deposit in line with the deduction total you reached with your tenant. However, the £144 removed from this was a charge that was referred to in both the contract you signed and in the termination email sent to you when notice was served. This charge pays for the checkout report, which you used to propose such a deduction. Lastly, we do apologise that your wife and the tenant were not happy with our communication, but we strongly refute your claims of sexism. Kind regards, Marsh & Parsons
★★★★★ 3/5
TrustpilotSlow to Reply/Minimal Help
Initially, M&P was slow to respond when I faced issues in my apartment. I learned this is because my original agent had quit. I was transferred to a new agent about halfway through my tenancy and he was much more responsive but still not as helpful as I would have liked.
Madison · 23 February 2024
Agent replied · 23 November 2024
Dear Madison, Thank you for your review. We take on board all feedback and appreciate you taking the time to do so. Kind regards, Lesley, Customer Relations Team
★★★★★ 1/5
TrustpilotEvil and Incompetent management for tenant AND landlord.
We are landlords of a flat in Marylebone.This horrific company advised our tenant to throw away any items she did not wish to keep without consulting us (almost £700 worth of kitchen supplies, hoover, etc). We only found out on the final inspection. M&P categorically refused to take responsibility.At that time, we had long since de-instructed M&P from managing the property as our tenant had become increasingly furious with her terrible treatment nearly a year earlier, providing reams of email evidence verifying extremely rude replies and ignored correspondence.At the same time, M&P advised our tenant was "difficult." We saw no evidence of this in the email chain and - along with their mistreatement and disrespect of my wife - we could only conclude that they were terribly sexist, thinking that because our tenant had complaints that she was "difficult" when in fact her complaints were raised in a fair and reasonable manner.M&P refused to refund our management fee, despite all this. We made no request for refund of the lettings fee: this is only £300 we were talking about for three months of management.When the tenant moved out, we severed our business with them and requested £579 back which they held on acount. They confirmed this amount in writing and agreed to send it back to us IN FULL.Then, over the Christmas holidays and without explanation, they shorted us around £150.This is by no means the full extend of their incompetence: though they were exceptional when we first used them three years ago, they rapidly deteriorated. They regularly irritated the tenant before last as well, and have treated my wife to regular sexist mis-treatment throughout, increasing in severity and disrespect.This is a terrible boys club with no morals, no accountability.DO NOT USE THEM.
Icarus · 28 December 2020
Agent replied · 23 November 2024
We are sorry that you are not happy with your experience with us. We would like to note that we did not give your tenant permission to dispose of these items; we have already relayed this to you. We do appreciate that our Tenancy Manager did confirm that £579 was being released to you from the deposit in line with the deduction total you reached with your tenant. However, the £144 removed from this was a charge that was referred to in both the contract you signed and in the termination email sent to you when notice was served. This charge pays for the checkout report, which you used to propose such a deduction. Lastly, we do apologise that your wife and the tenant were not happy with our communication, but we strongly refute your claims of sexism. Kind regards, Marsh & Parsons
★★★★★ 5/5
TrustpilotService Turned Around Thanks to Neil
I haven’t been a massive fan of Marsh & Parsons over the years, in fact, my experience with previous property managers was pretty disappointing, and I was close to lowering my review because of it.
Eli · 21 November 2025
★★★★★ 5/5
TrustpilotEllie and Abdullah were great!
During my 20 month tenancy at property managed by Marsh & Parsons I was primarily in contact with 2 property managers Ellie Hodkinson & Abdullah Leghari, both were highly responsive, attentive & professional. Any issues were dealt with in a timely & purposeful manner. Very pleased with my overall interactions with them!
Mason · 28 January 2024
Agent replied · 23 November 2024
Dear Mason, Thank you for taking the time to leave such a great review, your comments are really appreciated and we are delighted you received a 5* service. Kind regards, Lesley, Customer Relations Team
★★★★★ 4/5
TrustpilotHad a really stressful time recently…
Had a really stressful time recently with my tenancy. However Tor, from the Renewals Team, was incredibly helpful and managed to resolve the issue for me quite promptly. Thanks again, it's very much appreciated.
Michael · 3 December 2024
Agent replied · 25 December 2024
Dear Michael, Thank you for taking the time to leave such a great review, your comments are really appreciated and we are delighted you received a 5* service. Kind regards, Lesley
★★★★★ 1/5
TrustpilotLack of Integrity, money machine....
Absolutely disappointed by M&Ps management of our flat. Our flat was returned in a poor state. We used to pay them additional fees in order to manage our property, but felt as if they were continuously recommending works and when we refused they would leave things broken, rather then how they were initially. We've tried several times to rectify issues, but of course everything would require more money. What really caused me to question their integrity was when I was told that perhaps I could suggest holding back some of our tenants deposits to cover the costs.
George · 20 October 2020
Agent replied · 23 November 2024
Hi George, we are of course sorry that you are not happy with your experience. Our third party contractors had to remove a bath panel to carry out some necessary works requested by your tenants; as is often the case in these situations, the contractor advised that the panel would need to be replaced but you did not allow them to proceed with this. In the meantime the tenants manually replaced the panel which has resulted in some minor damage. Please note, it is not the contractors responsibility to cover these costs nor does this fall to Marsh & Parsons. We are confident that we have kept you well-informed and guided throughout, and strongly refute any claims of avoiding our responsibilities/obligations. Kind regards, Marsh & Parsons
★★★★★ 1/5
TrustpilotBeware beware , ive been mugged
Beware beware , they asked for a 325 £ deposit , called on a saturday morning at 8 am and bullies me to pay them a deposit or i will lose the property i was about to rent , basicly my income of 3500£ a month was not suficient to rent 1 bed room flat , so i ve lost my deposit , i ve been literaly coned by THabita and the staff there , pls do not use !!! After i left my review they say that im not in their sistem , ahahha
Pop · 15 October 2020
Agent replied · 23 November 2024
Hi there, we are sorry that you're not happy with your experience. We reiterate that we cannot find your details on our system, but please feel free to get in touch if you have anything you would like to discuss. Kind regards, Marsh & Parsons
★★★★★ 1/5
TrustpilotI never leave reviews but this was bad
I never leave reviews, but our eExperience was so bad I feel it necessary. The agent who showed us around brackets (Michael, Northcote Road) was completely unprofessional, time wasting and careless. To make things worse they have non-stop called me, emailed me and texted me since this- trying to get me to rent other properties from them. I have told them so many times now that I’m not interested and have even blocked their number. They managed to get round this by messaging me on mobile numbers.
Alice · 15 October 2020
Agent replied · 23 November 2024
Hi there, we are sorry that you are not happy with your experience. Unfortunately there was a mix up which resulted in your appointment being delayed, which we do apologise for. Since then we have worked to find you an appropriate flat; as you registered interest in several areas you will have been contacted by different agents from the corresponding offices. Kind regards, Marsh & Parsons
★★★★★ 5/5
TrustpilotVictry Simbo - tenancy manager…
Victry Simbo who is the tenancy manager I deal with and who handles all our multiple properties that we rent through Marsh & Parsons, is always quick to respond, very efficient, super helpful and always polite and friendly so I feel really looked after.
Elli · 21 June 2024
Agent replied · 23 November 2024
Dear Elli, Thank you for taking the time to leave such a great review, your comments are really appreciated and we are delighted you received a 5* service. Kind regards, Lesley, Customer Relations Team
★★★★★ 5/5
Trustpilot“Professional
“Professional, Patient, and Got the Job Done”
Gautam · 16 October 2025
Agent replied · 23 November 2024
Dear Gautam, we really appreciate you having taken the time to post this review. It makes it all the more worthwhile to the team when their service has been acknowledged. I wish you all the best and please do not hesitate to contact us if you have any queries. Kind regards, Hayley
★★★★★ 1/5
TrustpilotIf I could give -5 Stars I would !
A dreadful agency to work with !We visited a property in Kensal on 12 Kilburn Lane with my 6 month old daughter and wife. Not even the rats would wany to live there. The property was on offer at far to high a price and the condition of the flat was dire and smelled of an ashtray not to mention the agent was 10 minutes late for her own viewing. It should have been professionally cleaned even before being viewed.Also we visited a flat with another agency on the same day only to find out that this estate agency already pinched it by showing it one hour prior to us on th same day to one of there potential customers.When getting a courtesy call from one of the staff I commented on the above an how I was still looking for property. She seemed very upset when I expressed my opinion on how all agencies do not communicate to one another and how they are happy to let you view a flat knowing that another agency in turn might have already let it out ! (which is when the agent put the phone down on me).This type of attitude will not flow in this industry especially during these time !I would avoid them at all costs !
ADE · 6 October 2020
Agent replied · 23 November 2024
Hi Ade, we are sorry that you are not happy with your experience. Unfortunately we are unable to find your details on our system- if there is anything you would like to discuss please feel free to get in touch. Kind regards, Marsh & Parsons
★★★★★ 5/5
GoogleI recently had to use Marsh & Parsons’ services and I’m impressed by their professionalism and how helpful they were towards me. Always ready to take my call and they were able to understand my criteria and show me flats that met them. I’ll be using you again in the future. Thanks a lot!
Caroline · 27 November 2023
Agent replied · 22 October 2024
Dear Caroline, Thank you for leaving a Google review for our Chelsea office. Kind regards, Lesley Alford, Customer Relations Team
★★★★★ 5/5
TrustpilotProvide a great management &…
Provide a great management & professional service (thanks Derbhla)
HSR · 15 September 2023
Agent replied · 23 November 2024
Dear Rooprah, Thank you for leaving a wonderful 5 star review. Kind regards, Lesley Alford, Customer Relations Team
★★★★★ 1/5
TrustpilotUtterly unrealiable and incompetent
Marsh & Parsons are utterly incompetent and unreliable. Have had so many issues with their handling of a rental property - from getting almost ALL the furniture orders wrong (which they only agreed to correct after we threatened legal action) to leaving a malfunctioning boiler and shower (the only shower in the property) unresolved for over 3 months, during a global pandemic. It’s exhausting dealing with them, everything is more convoluted than necessary. Perhaps they feel the need to prevaricate, and obfuscate to prove their utility. Awful experience, would strongly advise avoiding dealing with them altogether. Would never trust my purchase, sale or rental of a property with them.
Chai · 30 September 2020
Agent replied · 23 November 2024
Hi Chai, we are sorry that you have experienced problems with during your tenancy. Unfortunately, as you live in a listed building there is a degree of complexity involved in installing a new boiler to this property - but we are working with our client to present a solution as soon as possible, and in the meantime have organised a pump installation to improve its performance. Your complaint is being handled by the relevant department manager at present and your landlord has been looking at options to resolve this matter for you. Kind regards, Marsh & Parsons
★★★★★ 5/5
TrustpilotMarsh and Parsons have managed my…
Marsh and Parsons have managed my tenancy for several years. Responsive and reliable. They are always quick to get back to me when I have a question. Will continue to use them and happy to recommend
Benjamin · 28 October 2024
Agent replied · 23 November 2024
Dear Benjamin, Thank you for taking the time to leave such a great review, your comments are really appreciated and we are delighted you received a 5* service. Kind regards, Lesley
★★★★★ 1/5
TrustpilotWorst Experience
After a smooth renting process, I have received the worst kind of property support from M&P. We received the house in the worst condition - dirty floors, filthy appliances that don't work, stuff left behind by previous tenants, and dirty windows. Our managing agent was out of office during our move-in and has not helped us one bit to resolve any issues. We are constantly following up and trying to make this house habitable for us to move-in but receiving no support in return. I will never live in a property managed by M&P again.
Eesha · 23 September 2020
Agent replied · 23 November 2024
Hi there, we are sorry that you are not happy with your experience. The property was cleaned to a professional standard before you moved in and the landlord has since agreed to cover the cost of cleaning the inside of the oven for you. While we do not have property managers on-site during a move-in, the Lettings manager was on hand three hours before your check-in time to allow everything to run smoothly. We believe that the property is habitable, and our understanding is that all items referenced have been addressed and are being handled by the relevant department in due course. We also understand that your property manager is in daily communication with you through email and over the phone should you wish to discuss this further. Kind regards, Marsh & Parsons
★★★★★ 5/5
TrustpilotGreat experience
I was shown two properties by Zarq Khattak when I was looking to rent in Acton. He was extremely professional and very helpful. He was one of the best agents that I dealt with in my search, with a clear attention to the needs of the client.
Angela · 23 July 2025
★★★★★ 5/5
TrustpilotMarsh and Parsons appointed a new Tenancy Manager
Marsh and Parsons appointed a new tenancy manager, Victry Simbo. She took over a complicated tenancy situation and worked hard to sort out a mess to everyone's satisfaction, Landlords as well as tenants. Very professional, courteous, efficient and timely in her actions/responses.
Nisha · 4 July 2024
Agent replied · 23 November 2024
Dear Nishta, Thank you for taking the time to leave such a great review, your comments are really appreciated and we are delighted you received a 5* service. Kind regards, Lesley, Customer Relations Team
★★★★★ 1/5
TrustpilotNever use Marsh & Parsons
3 reasons to never use Marsh & Parsons:1) They misspelt my name on a legal document2) They did not respond to my email for 10 days, and even then, only when chased 3) When I rung up to ask a question about the Covid-19 notice period, I was given the completely wrong information, which has delayed my house move by 6 months All they care about is making money, they are not interested in looking after their customers.
Matilda · 30 November 2020
Agent replied · 23 November 2024
Hi Matilda, we are sorry that you are not happy with your experience. Unfortunately we are unable to find your details on our system to speak with you about this further, but please feel free to get in touch directly with the branch if there is anything you would like to discuss. Kind regards, Marsh & Parsons
★★★★★ 5/5
GoogleWonderful experience working with Marsh & Parsons Chelsea. They go above and beyond.
Jade · 24 July 2025
Agent replied · 22 September 2025
Dear Jade, Thank you for taking the time to leave such a great review, your comments are really appreciated and we are delighted you received a 5* service. Kind regards, Lesley
★★★★★ 5/5
TrustpilotExceptional assistance w/ Lease Assignemnt
Cameron provided exceptional assistance during our lease assignment process. He handled the entire process with a remarkable blend of diligence and efficiency. Throughout the procedure, we experienced a fair amount of anxiety and had numerous inquiries and questions. However, Cameron consistently demonstrated immense patience, kindness, and unwavering support. His dedication and assistance were truly invaluable!
AO · 13 September 2023
Agent replied · 23 November 2024
Dear AO, Our aim is to deliver a 5* service to our customers and clients and we are delighted that we have achieved this for you. Thank you for taking the time to leave a great review and we hope to be able to assist you again in the future. Kind regards, Lesley Alford, Customer Relations Team
★★★★★ 5/5
TrustpilotEfficient and courteous
Baran has always been extremely efficient and provided us with any necessary information in a swift and professional manner. We have been grateful for his quick replies and courteous nature.
Elena · 19 December 2024
Agent replied · 25 December 2024
Dear Elena, Thank you for taking the time to leave such a wonderful review, your comments are really appreciated and we are delighted you received a 5* service. Kind regards, Lesley
★★★★★ 5/5
TrustpilotA company is only as good as it's Personnel
My five star rating is based on the performance of our Property Manager, Jonathan Jarman-Ho. He is highly professional, knowledgeable and helpful.However it must be said that the previous property manager was not at all satisfactory, and wouldn't have rated any stars.
SUSAN · 30 May 2024
Agent replied · 23 November 2024
Dear Susan, Thank you for taking the time to leave such a great review, your comments are really appreciated and we are delighted you received a 5* service. Kind regards, Lesley, Customer Relations Team
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
