Trusted Agent profile · Kensington and Chelsea
★★★★★
945 reviews across 2 platforms
57 Norland Square, London, W11 4QJ, Kensington and Chelsea, W11 4QJ
Marsh & Parsons's office in Kensington and Chelsea, at 57 Norland Square, is rated 4.2 out of 5 across 945 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.
5/5
TrustpilotI’ve had a great experience with Eryk…
I’ve had a great experience with Eryk at Marsh & Parsons. He helped me secure reliable tenants quickly and has managed communication smoothly throughout. Eryk is always responsive and clear, and he works efficiently between me and the tenants to ensure everything runs well. Highly recommend!
5/5
TrustpilotAbdullah Leghari has been very helpful
Abdullah Leghari has been very helpful, polite and responsive to the challenges or issues I have had with the property he manages. In my experience renting in London for the last 9 year it is very rare to find someone who provides this level of service.
Dear Aine, Thank you for taking the time to rate your service with Abdullah. We appreciate you posting this. Kind regards, Lesley, Customer Relations Team
1/5
TrustpilotTraumatised Experience: Be Cautious
Whenever I walk past Marsh and Parsons on the street, I shudder inside. I moved into a rental property on October 1, 2023, and throughout the process, they lost my documentation twice and sent me two incorrect contracts to sign. As a result, I didn’t get the correct contract until one month before my move out date (July 2024). When I asked for a housing reference, they said they would only quote the one month.They refused to inspect the property before I moved in, and when I pushed back on the misquoted rental duration, they replied, "Really, we shouldn't be providing a reference at all given you sublet the property for 8 months without consent," despite having back-and-forth emails with them about the move-in since September 1, 2023, and paying rent on time every month. Even now, they are still harassing my ex-housemates and me, requesting we pay a cleaning fee that they initially said the landlord had agreed to cover (and we have email evidence of this).Honestly, my experience with this company has been traumatizing. No matter how glamorous or gorgeous a property may be, I would never deal with Marsh and Parsons again.
Dear Erin, I am sorry to read your 1* review comments. I understand that our Area Director has already been in touch to discuss this further with you. Kind regards, lesley, Customer Relations
5/5
TrustpilotHelpful team and answered my questions…
Helpful team and answered my questions when needed
Dear Matt, Thank you for the 5* 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, Asma
5/5
TrustpilotTop-notch property manager
Abdullah is by far the best property manager I've ever had- he always picks up his phone, is quick on emails, and keeps the ball rolling whenever an issue needs to be resolved.
Dear Kim, Thank you for the 5* 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
1/5
TrustpilotM&P rental service a disaster
Do not use M&P to let out your properties. I’ve used them for years and the service was ok until they developed a new co-coverage model where they have a team of people cover you instead of one person for each property. Absolutely awful experiences on properties I let through them under new model. Key information not communicated (delaying moving in date for tenant despite dated contract signed) and then being inundated with non-sensical emails from people relating to property issues they have no clue about. It’s so bad I am going to sever my relationship of 15 years with them. Whoever designed the pooled coverage model is a COMPLETE IDIOT as it does NOT work for landlords. I hope someone senior sees this review as the pooled model is a DISASTER for landlords
Dear James, I am sorry to read your 1* review comments. I understand that our head of department Charles has already been in touch to discuss this further with you. Kind regards, Lesley, Customer Relations
5/5
TrustpilotGreat support
Edward was quick to respond to an urgent situation at the flat. He provided sound advice, took prompt action, maintained clear communications and saw the situation through to its completion. It was reassuring as a landlord to have Edward’s support - thank you!
Dear Nicki, 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
2/5
TrustpilotWarning! Not recommended for landlords or tenants!
Terrible response time for handling issues after moving in. The check-in process was a mess (they wanted to delay it, despite our movers stamping at the door!), the check-in cleaning was awfully poorly done and the windows and gutters were NOT cleaned as agreed upon. It’s been almost a MONTH and this is not resolved. The check-in clerk discovered mould all over the property, which is problematic for my husband with asthma and our young children. The realtors have not responded at all to our complaints about this. The only reason I do not give a 1 star is because they were very eager and proactive to have us sign and easy to deal with during the search process. After signing and paying the deposit, everything stopped. As a landlord, I would not want this company dealing with my house. They did not check the basics in the contract were lived up to, the property has dilapidated in their ”care”. Reports to the landlord were met with surprise ”I had no idea!” which is a very bad sign. Would NOT recommend to tenants OR landlords.
I am sorry to read your 2* review. I am unable to locate you on our database. If you could provide us with more information at info@customerrelationsteam.co.uk. I can look into this further for you. Kind regards, Lesley, Customer Relations
5/5
TrustpilotDebbie Lewis - Professional and Reliable Support
We have had a great experience with Debbie Lewis and entire Marsh & Parsons Team, who has been managing our property for the past few years.
Dear Paras, 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, Hayley
5/5
GoogleWe had a great experience renting our first home with Kristel, who was very responsive, available for us whenever we needed to ask a question and very helpful. And she was lightning fast with calling and emailing back. We went from seeing the house for the first time to signing in exactly 3 days, partly because Kristel was there all the time to assist us on the vendor's behalf. She has a great understanding of the market conditions and the advice she gave proved totally accurate.PositiveResponsiveness, Quality, Professionalism, Value
5/5
GoogleI recently had the pleasure of working with Sabino Ieva and Freddie Elliott at Marsh and Parsons Holland Park, and I can’t recommend them highly enough! From start to finish, they made the entire process smooth, stress-free, and enjoyable. Their professionalism and deep knowledge of the local market were evident from our first meeting. They were always available to answer any questions and went above and beyond to ensure I was well-informed at every step. What stood out the most was their personal touch, they genuinely cared about finding the right property for me, not just closing a deal. They took the time to understand my needs and preferences and found a home that exceeded my expectations. Their attention to detail, quick response times, and warm, approachable demeanour made what could have been a daunting process feel like a breeze. If you're looking for an estate agents who are reliable, professional, and truly invested in your best interests, Sabino and Freddie are the ones to go to. I couldn’t be happier with my experience!
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 should you require our services moving forward. Kind regards, Lesley
4/5
TrustpilotQuick Action
I was in need of some quick data ,so as not to breach the 31st January income tax payment deadline.Although I left it late, Phoebe was upto the task, for which I am very grateful.I have found her to be always polite and prompt
Dear Jim, Thank you for taking the time to leave such a great review, your comments are really appreciated and we are delighted you received a great service. Kind regards, Lesley, Customer Relations Team
5/5
TrustpilotNara has helped oversee a change over…
Nara has helped oversee a change over of tenants along with all the administrative details of that. And made it seem effortless and easy. Good communication and attitude all round. Gets the job done - simple.
Dear Christina, We are really pleased to hear you enjoyed your experience with us and thank you for leaving such a lovely 5* review. Kind regards, Lesley, Customer Relations Team
5/5
GoogleI didn’t end up finding a property through this agency, but Kimya, the agent, was still very supportive and generous with her time. She offered helpful guidance and was easy to communicate with throughout.
Dear Charlotte, Thank you for your review. Our teams work really hard to make sure they offer a 5* customer service and I am pleased to hear that our service is as we would expect. We hope we can be of assistance in the future. Kind regards, Hayley
5/5
TrustpilotI really rate M&P's property…
I really rate M&P's property management. Charlie Caine is extremely professional, efficient and easy to deal with. I own another property somewhere not served by M&P and it is a completely different story! I'd highly recommend them to any landlord wanting quality management that removes the stress from property ownership.
Dear Olivia, 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
1/5
TrustpilotAvoid Marsh & Parsons Lettings
They are a load of crooks. They recommended a tenant and gave her a glowing review but it turned out she was out of work and had just been evicted from her previous flat. She then got about a year in debt with us before we could get her evicted. The local branch were just interested in getting their new business commission at all costs. Then their dodgy solicitor would admit no liability and said he would fight it to the end, knowing that the general public do not have the finances to spend £1000s on solicitors and court hearings. Avoid Marsh and Parsons.
Dear Trevor, 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 info@customerrelationsteam.co.uk. I can look into this further for you. Kind regards, Lesley
5/5
TrustpilotSupport with move out
Michael was great to communicate with about moving out of my apartment. We had quite a few questions and requests, and he handled them swiftly.
5/5
TrustpilotTor Ziegler-Evans was efficient
Tor Ziegler-Evans was efficient, understood what needed to be done and executed with aplomb! Thanks, we were happy with this renewal, which we negotiated September through October, not a specific date as the form is asking for below... all good, these things take time to be done right!
Dear Kathleen, Thank you for taking the time to leave a lovely review. Kind regards, Lesley Alford, Customer Relations Team
5/5
TrustpilotThe experience with Marsh and Parsons and Abdullah…
The experience with Marsh and Parsons is very good and especially the service from Abdullah is extraordinarily nice. He responded to my request very quickly and managed all the things in a very good order. Besides, he is very helpful and always put customer’s needs at the forefront.
Dear Gong, 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
GoogleKristel Lehtla at JS Holland Park has assisted me with finding a flat in Holland Park recently and she also remained the property manager following the start date. I have worked with a lot of estate agents in London and can absolutely say Kristel has been the most dedicated, professional and responsive agent I have come across. I cannot recommend her enough. Moving into a new flat and dealing with teething issues is a stressful process - and Kristel was there to help on weekends even, responsive to WhatsApps at midnight on a Saturday (!), organising handymen assistance on short notice, even happy to come and open the door to the property for handymen/WiFi guys when us tenants weren’t in. And very professional throughout. Thank you Kristel.
5/5
TrustpilotExcellent property manager
I had to talk through variations of my tenancy agreement with my property manager, Giles Grainger. Giles was thorough, very helpful, and thoughtful. We talked through intricacies of the lease and figured out a plan for next steps. Thanks so much!
Dear Charlie, Thank you for taking the time to leave a wonderful 5* review. Giles will be thrilled to read your kind comments. Kind regards, Lesley, Customer Relations Team
5/5
TrustpilotGreat Experience with Marsh & Parsons
Victry was very helpful as the tenancy manager during the end of tenancy period. Was responsive, answered all our questions in a timely manner and was extremely helpful.Marsh & Parsons offered a smooth process during our tenancy.
Dear Preetam, 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
TrustpilotHorrible Experience, Negligent and Unresponsive
I have had nothing but issues since moving into a property managed by Marsh & Parsons. The level of negligence and lack of care is appalling.First, the keys to our flat also open the neighboring flat’s door, and vice versa. This is a serious security breach, and had existed for over 5 years (no one else just happened to notice).The property itself is in terrible condition. The carpets are old, dirty, and infested with moths. When we moved in, we were horrified to find loads of wee stains on the carpets, making the place feel unhygienic and unpleasant. We also had to endure two weeks of disruption when the ceiling had to be replaced, during which we couldn’t enjoy the property normally.To make matters worse, the fire alarms in the property were out of date, leading to the fire brigade being called out. Marsh & Parsons’ response? They told us to call their contractor, who then said it wasn’t their job. When we reached out to the agents, we were informed they were all on holiday and couldn’t help. We were left with a blaring fire alarm and no support from the people responsible for managing the property.Additionally, when we moved in, both beds were missing. While this wasn’t entirely their fault, the agent failed to notice that one of the beds was missing during the inspection. As a result, we were forced to sleep on the floor for the night.This level of service is unacceptable. Marsh & Parsons is unprofessional, unresponsive, and negligent. I would strongly advise anyone considering using their services to look elsewhere.
Dear Isla, I am sorry to read your 1* review comments. I have passed them to our Area Director as we are keen to discuss this further with you and will be in contact. Kind regards, Lesley, Customer Relations Team
5/5
TrustpilotBoiler issue - excellent service
I had a boiler issue in my flat and Charmaine was quick to reply via the repairs portal and helped me to resolve the issue very quickly.
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