Trusted Agent profile · Kensington and Chelsea
★★★★★
922 reviews across 2 platforms
246 Old Brompton Road, London, SW5 0DE, Kensington and Chelsea, SW5 0DE
Part of Marsh & Parsons, see every office.
Marsh & Parsons's office in Kensington and Chelsea, at 246 Old Brompton Road, is rated 4.2 out of 5 across 922 reviews on two platforms, including 125 Google reviews rated 4.6.
Tell us what you need and we'll put you in touch. Marsh & Parsons Earls Court hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near Kensington and Chelsea.
Every review we hold for the Kensington and Chelsea office, from every platform, shown as written. First names only.
5/5
TrustpilotWeronika was very helpful and efficient.
Dear Jenny, Thank you for taking the time to leave a wonderful 5* review. Weronika will be thrilled to read your kind comments. Kind regards, Lesley, Customer Relations Team
1/5
TrustpilotAvoid Marsh & Parsons
Already agreed offer was followed by higher amounts in tenancy contract/ Tenancy Agreement, different contract clauses, also increased deposit. After complaint they retained also part of initial deposit. You have options to complain to Property Ombudsman and to local council for a dishonest and unfair trading behavior OR AVOID Marsh & Parsons from the very beginning.Update: It is weird that Imperial College promote this cheating company with direct emails to students. I understand someone take some money to promote. Ms Alice Gast knows ? TheGuardian this could be an article !
Hi there, we are sorry that you are unhappy with your experience. Unfortunately there is not enough information here to find you on our system; please do feel free to get in touch with your local branch directly if you have anything you would like to discuss. Kind regards, Marsh & Parsons
5/5
GoogleThe best estate agent experience I’ve had, Vic was really helpful
Dear Em, Thank you for your kind comments regarding Vic and your 5* review. We are grateful that you have taken the time to leave a review. Kind regards, Marilyn Plews, Customer Relations Team
4/5
TrustpilotTwo great managers
Two of the lettings managers I dealt with were excellent - Jonathan Jarman-Ho and Harry Bunn. Unfortunately one other manager was not but he didn't last long so presumably this was noticed by others.Jonathan and Harry had to deal with a very difficult tenant and did so efficiently and with understanding.I would highly recommend them.
Dear Alexandra, 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
4/5
TrustpilotRequest to correct Landlord Statement.
Ms Stanislava Sebest responded to my email request promptly. I replied with further explanations. She double-checked with her Accounts team the info I gave her. She then acted upon her findings and communicated with me the outcome of her action. The matter was resolved within the ~hour. Well done.
Dear Abdelatif, Thank you for your review and for taking the time to share your feedback. Our priority is to offer the best service for our customers and we are glad we have met that. Kind regards, Lesley, Customer Relations Team.
1/5
TrustpilotHere we go again
Here we go again. M&P continues to solicit a block of flats for sales when every flat is owned by one landlord.For 5 years I have responded to their letters explaining the same thing. It would be mildly amusing if it weren’t so easy to get this information and so wasteful to continue annoying the tenants.
Dear Kathy Powell, I am sorry to read your 1* review. I am unable to locate you on our database. If you could provide us with more information at customerrelations@marshandparsons.co.uk. I can look into this further for you. Kind regards, Lesley Alford, Customer Relations Team
5/5
Trustpilotwe have rented a property for 2 years…
we have rented a property for 2 years and Marsh and Parsons have dealt with the property management. They have been fantastic and would absolutely recommend. Nicole Kelly specifically has been brilliant.
5/5
TrustpilotExcellent handling of Tenancy Deposit…
Excellent handling of Tenancy Deposit Protection Scheme claimDaniel has ensured that I am up to date with all correspondence from the TDPS and has reached out to remind me of deadlines and updates. I am sincerely grateful for all his assistance. He is an excellent asset to M&P.
Dear Jen, Thank you for your review. Our teams work really hard to make sure they offer a 5* customer service and we are delighted that you have taken the trouble to confirm this is the case. Kind regards, Lesley, Customer Relations Team
5/5
TrustpilotExcellent Property Management
They have been managing our property since we moved in, in September, and so far we haven't had many issues with the property. However, whenever we have had concerns or issues, Marsh and Parsons and our property manager have been very quick to respond and to get the issue resolved.
Dear Lucy, 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
GoogleWe had the privilege of working with Harriet Loe from their Earl’s Court office. She was focused, clever, helpful and always accessible. She knew what we wanted and without wasting any ttime she got the one for us. I recommend working with her if you’re looking for your future loving home. ✌️
Dear Soroush, We really appreciate you taking the time to leave such lovely comments about Harriet. She will be so pleased to read your 5 star review. Please do not hesitate to contact us if we can be of further assistance. Kind regards, Lesley, Customer Relations Team.
1/5
TrustpilotFeels like I ve been Robbed with no prior warning....
Do not use Marsh Parsons if you want to be lied to and treated less than a human being. It’s been three months and I still have not got ANY deposits back or any confirmation as to when. They did not return my numerous calls and only replied to my emails after 2 months. Then they threatened and made allegations that I broke the contract and even lied that they have no recollection of the written confirmation. In my view - this is stealing of my deposit monies. They say they have no contractual relationship with me which is awful surely if you are the managing agent you would have integrity and treat your customers at least with some level of decency. I will have no choice but to report them to the property ombudsman to have the agency fully investigated and seek readdress.
Hi there, we have received your complaint and it is currently being dealt with by the relevant department. However, you did break your contract outside of the agreed terms, and we have subsequently communicated the situation regarding your deposit in detail to you. Marsh & Parsons acts as deposit stakeholders and as such does not make any monetary gain from holding your deposit. We also strongly refute the claims you have made regarding how we have operated or our intent. Customer service is of paramount importance to us and your situation is no different. You will receive a response through the appropriate channels in due course. Regards, Marsh & Parsons
1/5
TrustpilotWORST Customer service ever
A friend and I recently viewed a flat in Kensington Olympia. The flat looked really nice and we were excited to move forward with the application. However, the agent became really pushy. We wanted a standard 1 year contract with a 6 months breaking clause (like other agencies offer, or even direct landlords). But the agent made it same as she and the landlord were doing us a favour by offering a 3 year contract with a 16 months breaking clause. (???)We didn't want this because all the furniture would have been replaced by the landlord. So basically she wanted us to sign for a 3 years contract for a place with furniture we have never seen before.We made a list of the furniture we would require and she made it seem like we were asking for too much and started to be rude towards us.Also, she contacted us during business hours and if we didn't reply for 40 minutes she would text us again asking for updates. We work, we are in meetings and we have things to do. But that didn't stop her, she kept texting and pushing us. After noticing all these red flags, we withdrew our offer form. I recommend that you stay away from Marsh and Parsons. They make it seem as they are doing you a favour by forcing you to sign a 3 years contract, but remember that you are the ones committing to spend your money. So you are making a favour to them, hence they should be way nicer to potential tenants.
Hi Gonzalo, we are sorry that you are unhappy with your experience and we have taken your feedback on board. However, we would like to note that we gave you the best possible advice, which in this case was a longer contract than you wanted, in order for you to secure your desired property. Kind regards, Marsh & Parsons
5/5
TrustpilotMarsh & Parsons Property Management
Owain Wilson at Marsh & Parsons is always helpful, friendly and patient. He listens to concerns, and knows how to think through an issue with you to solve the problem.
5/5
TrustpilotHarry was really helpful and
Harry was really helpful and efficiently attended to my issues.
Thank you for taking the time to leave a lovely review regarding Harry. Kind regards, Lesley Alford, Customer Relations Team
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.
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
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.
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.
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
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!
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
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.
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
5/5
TrustpilotThank you Joanna Tsattalas
Thank you for the fast response to all my questions about my statement. Joanna Tsattalas was very clear and patient :)
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
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.
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
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 !
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
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.
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
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Tell us what you need and we'll put you in touch. Marsh & Parsons Earls Court hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near Kensington and Chelsea.
