Trusted Agent profile · Kensington and Chelsea
★★★★★
947 reviews across 2 platforms
57 Norland Square, London, W11 4QJ, Kensington and Chelsea, W11 4QJ
Part of Marsh & Parsons, see every office.
Marsh & Parsons's office in Kensington and Chelsea, at 57 Norland Square, is rated 4.2 out of 5 across 947 reviews on two platforms, including 196 Google reviews rated 4.7.
Every review we hold for the Kensington and Chelsea office, from every platform, shown as written. First names only.
1/5
GoogleThey make good advertisements to deceive people before renting the house, but after renting the house they do not care about anything. When problems arise, they do not care to resolve them and make false promises. Stay away from this agency.👎 …
Dear Sue, I am concerned to read your comments but am unable to identify you on our database. Please do contact me directly with further details and we will then look into this for you. Kind regards, Lesley
5/5
TrustpilotEllie has been very helpful
Ellie has been very helpful, thank you!
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
TrustpilotMarylebone Property Managers
Abdullah Leghari, one of M&P's many good property managers, has been looking after my rental flat in Marylebone for a few months now. He has shown himself to be attentive and prompt, and to have a friendly disposition. I can easily recommend him - and of course M&P too, who have been helping me for years.
Dear CGH, Thank you for taking the time to leave a lovely review regarding Abdullah. Kind regards, Lesley, Customer Relations Team
5/5
TrustpilotTrust worthy estate agents
Marsh and Pearson have been managing my property and have so very well: they have all their processes fully button up, from searching for new tenants, moving in, on-going rent collection etc.In particular, I appreciate the contribution of my account manager, Ellie Hodkinson, who has always been proactive and responsive in dealing with everyday issues. Would really recommend working with her!
Dear Raj, 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 Alford, Customer Relations Team
5/5
TrustpilotDerbhla is highly experienced
Derbhla is highly experienced, organised and helpful - and does everything with good humour.
Dear PMS, Thank you for taking the time to leave such a great review regarding Derbhla, your comments are really appreciated Kind regards, Lesley Alford, Customer Relations Team
1/5
GoogleWe rented for two years an apartment managed by M&P and it was probably the worst experience ever with a real estate firm. It took them several months to provide a second set of keys, changed the point of contact all the time so we had to re explain things from start, did not clean the flat before we moved in, any request took ages to be treated, didn’t track their records (eg. they picked up a random piece of furniture which was left in the flat and then asked us what we did with it - and wanted to charge us for it!!). Absolutely HORRIBLE experience, I don’t see them staying in business much longer with that poor work standard.NegativeResponsiveness, Quality, Professionalism
Hi there, we are sorry that you are unhappy with your experience. We would like to note that the flat was cleaned professionally before your partner moved in, as was reflected in the check in report however we do apologise about the miscommunication with regards to the piece of furniture you mention during the deposit discussions. As soon as the error was realised on our end we apologised and updated your landlord, who agreed no deduction was therefore warranted for the items noted. We do appreciate that there has been a delay in the returning of your deposit, however this was due to the landlord and tenant not being able to reach a mutual agreement. As such the services of the TDS are now being utilised. We also did request on numerous occasions for bank details to be provided to send all undisputed funds back to, however no accurate details were provided and as such the deposit in its entirety is now with the TDS as opposed to the disputed funds only. Kind regards, Marsh & Parsons
5/5
TrustpilotBhavini was very helpful and…
Bhavini was very helpful and professional!
Dear Lara, Thank you for taking the time to leave a lovely review regarding Bhavini. Kind regards, Lesley, Customer Relations Team
5/5
TrustpilotQuick feedback
I asked the relationship b/w the extention of my rent and the renewal of my working visa in UK.Responsible person in Marsh and Parsons Estate Agent quickly checked and kindly gave me immediate feedback, which made me quite feel easy.Thus, quite supportive and diligent behavior is so appreciated.
Dear Tada, Thank you for taking the time to leave us a 5* review. Your opinion is valued greatly and it helps us maintain excellent standards of service to our customers. Kind regards, Lesley, Customer Relations Team
5/5
TrustpilotGreat experience so far
Have been renting through M&P for 2,5 years and it has been great from the start. Independent surveyor for the state of the flat before we moved in, smooth communication, quick responses via email. We have had a couple of different contacts at M&P. Currently we are linked with Phoebe, who is efficient and friendly.
Dear Kimberley, 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
1/5
TrustpilotAs a neighbour to tenants from marsh…
As a neighbour to tenants from marsh and parsons, they have made my life a hell, choosing noisy tenants again and again for years, it's the same every year even with different tenants. They don't do anything about it other than ' warnings' which have no real weight. They day they can't do anything about it, so I'm expected to call the council/police all the time. Once a few months ago was so bad that someone 6-7 doors from them came to complain as well as someone from across the road. Police have been called also in the past. I had to call the council last night to witness the noise due to a 1am party, and luckily they saw it. I'll probably have to move house because of this badly run property.Maybe I need to try a formal complaint.
Hi Oliver, we are sorry to hear about your experience. If you are able to share your street name then we will look into this, otherwise please feel free to get in touch with your local branch directly. Kind regards, Marsh & Parsons
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
GoogleKristel has been absolutely amazing!!! Couldn’t have done it without her
Dear Ria, We are really pleased to hear you enjoyed your experience with us and thank you for leaving such a lovely review. We would like to wish you all the best. Kind regards, Marilyn Plews, Customer Relations Team
5/5
GoogleAfter seeing almost 10 other places with different agencies, Hector was able to place me into a home at the first viewing. Moreover, he was able to finalise the negotiation in under a day. Very professional and I highly recommend them. More
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
TrustpilotHarry Bunn
I have had a great experience with Marsh & Parsons due to the Senior Property Manager, Harry Bunn. Helpful, resourceful and quick to communicate, he has made the process of letting a property immeasurably easier.
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
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
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
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