Marsh & Parsons Notting Hill reviews in Kensington and Chelsea

★★★★★ 1/5

Trustpilot

A deeply troubling experience from start to finish

I rarely leave reviews like this, but my experience with Marsh & Parsons has been deeply disappointing and has left me with very little confidence in the way serious concerns are handled. The most troubling incident happened when I returned from Lidl and found the front door open. I then encountered a Marsh & Parsons staff member and my then-landlord in my bedroom. I had not been given notice of the market appraisal concerned. That is my clear recollection of what happened. Unfortunately, what followed has been almost as concerning as the original incident. During the subsequent complaints process, statements have been made about supposed conversations between me and my former landlord concerning access. To be absolutely clear: **I had no such conversations with my former landlord. None.** I therefore dispute those assertions and have asked Marsh & Parsons to provide the evidence on which they are based. There are also other factual statements about events at the property that I dispute. Some are remarkably specific. In my view, where a business records or relies upon detailed assertions about a customer, particularly during a formal complaint, it should be able to demonstrate the basis for them. I completely accept that people can remember events differently. But there is an important difference between an established fact, somebody else's recollection and an allegation that the person concerned expressly disputes. That distinction matters. Rather than giving me confidence that my concerns were being carefully and objectively investigated, the complaints process has left me with further concerns about the accuracy of information being recorded about me. I have therefore had to pursue separate data-protection requests concerning that information. I have retained the relevant correspondence and records, and I am deliberately limiting this review to my own experience and matters that I can personally speak to. For a well-known London estate agency, I expected a far more careful, measured and reassuring response when serious concerns were raised. Instead, I have found the experience **stressful, adversarial and profoundly unsatisfactory**. I would not use Marsh & Parsons again and, based on my experience, I could not recommend them.

SDS · 30 September 2026

★★★★★ 1/5

Trustpilot

Unprofessional & incompetent

We rented a flat at 1 Espalier Gardens, NW6 through Marsh & Parsons from August 2025 to September 2026. We would not recommend them to other tenants. No check-in inventory. No check-in inventory was carried out at the start of the tenancy. I asked Marsh & Parsons and the landlords for it, and in September 2026 it was confirmed that none exists. There were also no photos or videos of the flat's condition on move-in. A check-out assessment with nothing to compare against. Even so, Marsh & Parsons carried out a check-out review and found our end-of-tenancy clean "below standard." Our tenancy agreement measures cleanliness at check-out against the condition at check-in. Without a check-in record, that comparison cannot be made. On the strength of this review, we were asked to pay £348 for a Marsh & Parsons clean in return for the full deposit being released. This was despite us having the flat professionally cleaned twice before leaving, once on 18 September and again on 20 September with specialist equipment. Poor communication and lack professionalism. Our dealings with Marsh & Parsons throughout the tenancy were consistently poor. Basic legal paperwork wasn't handled properly: the Renters' Rights Information Sheet, which by law should have gone to both tenants, was only ever sent to my flatmate, not to me. After giving notice, the flat was being shown to prospective tenants. There were over 10 arranged viewings which were either not on time, cancelled last minute, or cancelled with no communication of the cancellation under the pretext of a fault in the system. Requests for things to be dealt with in writing were routinely ignored in favour of phone calls, often during working hours, which made it difficult to keep any reliable record of what had actually been agreed. Members of staff were often unprofessional and rude over these calls. When this was raised with the manager of the office, we felt that he dismissed our complaint. A letting agent's most basic job is to protect both sides by recording the property's condition at the start of a tenancy, keep tenants properly informed of their legal rights, and communicate professionally. Marsh & Parsons fell short on all three. Prospective tenants should make sure a full check-in inventory is completed and signed before they move in.

Heyitslexy · 26 September 2026

★★★★★ 1/5

Trustpilot

Shocking communication (lack there of)

I waited until I had received my full deposit back and the rent I had overpaid before writing this review, as I didn’t want anything to jeopardise getting my money back. I would not recommend Marsh & Parsons for renting a property, particularly if you’re relying on their property management service. I rented a fully managed property and had a number of issues throughout my tenancy, including broken heating for three weeks in winter, windows that wouldn’t open, a broken extractor fan, a broken tumble dryer, a door handle, bathroom issues and black mould. These issues were all reported, repeatedly chased, and none of them were ever properly resolved. Some of these were smaller maintenance issues, but when you have a list of problems building up in your own home over several months, and the people responsible for getting them fixed don’t actually do anything, it becomes incredibly frustrating. The mould in particular was a serious issue. I reported it in November and ended up dealing with black mould for around three months, having to clean it myself, while the underlying issue was never properly resolved. The biggest problem throughout my tenancy was the lack of communication and follow-through. I would call, email and chase, and would almost always be told someone would get back to me. They almost never did. I shouldn’t have to repeatedly chase an agent for months to get issues in a fully managed property addressed. The property management service was, quite honestly, shocking. Things weren’t much better when I moved out. I contacted them in advance because I knew I was leaving before my final rent payment and wanted to know exactly what I needed to pay. I was told not to cancel my direct debit and that they would let me know. Despite chasing by phone and email, I never got an answer and ended up paying the full amount. It then took around a month to get two weeks of overpaid rent back, and only because I kept calling until someone actually dealt with it. The deposit process was equally frustrating. After handing the keys back, I received no proactive communication whatsoever. I had to repeatedly call to find out what was happening. Over the following four weeks, I spoke to multiple people and was repeatedly told to call back at certain times or that someone would email me with an update. Those updates never came unless I chased them myself. After around four weeks, I was then told the person dealing with it was out of the office. It wasn’t until after around four weeks that I was told there were questions about the condition of a couple of things in the flat. Had I been told about these earlier, I could have resolved them immediately, as I had photographs and the check-in report showing that the items were either in the same condition, or better, when I left. For example, there was a question about a missing fridge shelf, despite my check-in report and checkout photos showing that there was no shelf missing. It was incredibly frustrating that I wasn’t simply told about these questions at the time, as I had clear evidence to address them. I ultimately received my full deposit back, as I expected, but it took over a month and an exhausting amount of chasing to get there. I want to be clear that the people I spoke to were generally polite and friendly. My issue was that things simply didn’t get done. I don’t expect every maintenance issue to be fixed instantly, but I do expect an agent to communicate, follow up and actually manage the property they’re being paid to manage. I think Marsh & Parsons forget that we’re talking about people’s homes and people’s money. Renting in London is expensive, and when you have serious issues in your home or are waiting for thousands of pounds of your own money to be returned, being repeatedly told someone will get back to you and then hearing nothing is completely unacceptable. This was my first experience renting in London and, unfortunately, it was an appalling experience. I would never rent through Marsh & Parsons again and absolutely would not recommend them based on my experience with the Battersea office.

Charlotte · 23 September 2026

★★★★★ 1/5

Trustpilot

Headquarters

My experience working in Hammersmith was extremely disappointing. The working conditions were poor, and the environment felt very toxic. One of the main issues was with management, particularly Emily, who often appeared disengaged and would spend time on her phone instead of supporting the team. Unfortunately, senior management did not address these concerns, even when they were aware of the situation and were nearby. The training provided was also very poor and did not give employees the support or guidance needed to succeed. Overall, the lack of leadership, accountability, and professionalism made it a very challenging place to work. More details: Would only be trained once and expected to know what to do.Employees typically get throw on the deep end and would be told to just figure it out through the other employees who were already working so she’d had less of a load.Also seen an employee leave and she didn’t have the courtesy to say goodbye and did not acknowledge it completely.Marsh and parsons need to throughly check their employees especially the management in Hammersmith hq!

N/A · 15 September 2026

★★★★★ 5/5

Trustpilot

Great experience

Marsh & Parsons is a great estate agency with a wonderful team. In particular, Edward Shikabwali is a fantastic property manager. Throughout my tenancy, he has always been available, resourceful and incredibly helpful. His support, alongside Max Davies, was particularly valuable when I first moved into my flat, as several issues needed to be addressed and resolved. I’m very grateful for their responsiveness and support throughout my tenancy and would highly recommend both of them as property managers. In lettings, Ruben and Harry were always so helpful. What a team!

Jayne · 9 September 2026

★★★★★ 5/5

Trustpilot

Nerosh is the most knowledgeable and helpful person I have spoken to in the last 12 months.

Nerosh answered the phone promptly and personally.Iam often greeted with and answer phone message or passed on from one person to another . Nerosh is very knowledgeable about the renting services and actions required. He is calm and polite and very helpful.He answered all my queries and was able to organise the checkout on my preferred date . Nerosh is the most helpful person I have spoken to at Marsh and Parsons in the last year. Neros is a vital person in your team and you are very lucky to find such a good tenancy manager.I think Nerosh should train your other staff because I have had so many problems with your staff who quite honestly haven’t a clue of renting services .

Amalia · 27 August 2026

★★★★★ 5/5

Trustpilot

Review

Review We’ve had a fantastic experience with Marsh & Parsons. The team has been incredibly responsive, helpful and professional throughout, and any issues we’ve had have always been dealt with quickly and efficiently. A special thank you to Anne Angus and her team for all their help and support, they’ve been brilliant from start to finish. We would absolutely love to have them as our agents again in the future and wouldn’t hesitate to recommend them!

Janica · 27 August 2026

★★★★★ 5/5

Trustpilot

Great service from team manager

Me and my partner have been tenants in a Marsh & Parsons managed property since October 2025. We’ve been dealing with Debbie Lewis in regards to property maintenance over the course of this time. Debbie has been incredibly helpful, kind and conscientious in dealing with our queries, she also gets things done incredibly quickly. We’ve had a nice time with marsh & parsons and can’t recommend working with Debbie enough :)

Bev · 3 August 2026

★★★★★ 5/5

Trustpilot

Best Estate Agents

The team at Greenwich are fantastic, they’ve helped me sell a house and have managed my rental property for nearly 10 years. They are also super helpful and friendly when you chat to them and have lots of insight. Debbie Lewis is a delight to work with and brilliant at managing landlords and tenants. I wouldn’t trust any other agency with my property.

Beth · 17 September 2026

★★★★★ 5/5

Trustpilot

All good!

The Marsh & Parsons team, and the Conran group before them, have been great letting agents. Having moved to London for the first time three years ago, the move in process was quick and easy, and since then communication has been respectful, simple, and on the rare occasion that the property had an issue, it was sorted quickly by the team. My thanks to Owain for his help as our property manager - and also ensuring the check out process has been simple. I’ve found that you’re left able to live comfortably in your property without constant hassle from the agent - which is not the case with other agencies! I have really appreciated the care and support from Owain and the M&P team.

Tom · 21 April 2026

★★★★★ 5/5

Google

I recently used Marsh and Parsons to find a place to live and had a brilliant experience. I was in a stressful situation and needed somewhere quickly, but Patricia made the whole process so much easier. She was warm, personable, and really listened to what I was looking for not just the practicalities, but my vibe and aesthetic too. She showed me some lovely properties that genuinely felt like me, and I never felt rushed or like just another client. She turned what could have been a really overwhelming experience into a smooth and even enjoyable one. There were also a few complications along the way but she never lost patience and stuck with me through all the grief. If you’re looking for an agent who goes above and beyond, ask for Patricia, you won’t regret it!

Shreyak · 10 April 2026

★★★★★ 5/5

Trustpilot

Marsh & Parsons Estate Agents has been…

Marsh & Parsons Estate Agents has been the best letting agency we have ever rented a property from. They have been very communicative polite and quick on any enquiries. We had a few issues with the house and everytime they responded really quickly and fixed everything for us super conveniently . We mostly communicate with Charmaine Carter and she is absolutely amazing and very professional. We are very happy to live here ❤️🙌

Vallia · 27 May 2026

★★★★★ 5/5

Trustpilot

A big thank you to Wesley Garcia and…

A big thank you to Wesley Garcia and the team at Marsh & Parsons Chelsea for helping me find excellent tenants and making the entire letting process seamless. Their professionalism, market knowledge and attention to detail were evident throughout. Communication was always prompt and clear, and I felt fully supported at every stage.

ELVIN · 11 September 2026

★★★★★ 5/5

Trustpilot

Marsh and Parsons were excellent from…

Marsh and Parsons were excellent from start to finish of my letting experience, they were always available to assist when needed and made my time working with them smooth and easy. Stefani Sengelieva was particularly helpful during the end of my tenancy with quick responses to any questions I had.

George · 23 September 2026

★★★★★ 1/5

Trustpilot

Horrid

I rented a flat with my flatmate at 1 Espalier Gardens, NW6 through Marsh & Parsons from August 2025 to September 2026. We would not recommend them to other tenants. (1) No checkin inventory. No checkin inventory was carried out at the start of the tenancy. I asked Marsh & Parsons and the landlords it, and in September 2026 it was confirmed that none exists. There were also no photos or videos of the flat's condition on movein. A checkout assessment with nothing to compare against. Even so, Marsh & Parsons carried out a checkout review and found our endoftenancy clean "below standard." Our tenancy agreement measures cleanliness at checkout against the condition at checkin. Without a checkin record, that comparison cannot be made. On the strength of this review, we were asked to pay over £300 for a Marsh & Parsons clean in the full deposit being released. This was despite us having the flat professionally cleaned twice before leaving, once on 18 September and again on 20 September with specialist equipment. (2) Poor communication and lack professionalism. (a) Our dealings with Marsh & Parsons throughout the tenancy were consistently poor. Basic legal paperwork wasn't handled properly: the Renters' Rights Information Sheet, which by law should have gone to both tenants, was not sent to my flatmate. (b) After giving notice, the flat was being shown to prospective tenants. There were over 10 arranged viewings which were either not on time, cancelled last minute, or cancelled with no communication of the cancellation under the pretext of a fault in the system. (c) Requests things to be dealt with in writing were routinely ignored in favour of phone calls, often during working hours, which made it difficult to keep any reliable record of what had actually been agreed. (d) Members of staff were often unprofessional and rude over these calls. When this was raised with the manager of the office, we felt that he dismissed our complaint. A letting agent's most basic job is to protect both sides by recording the property's condition at the start of a tenancy, keep tenants properly informed of their legal rights, and communicate professionally. Marsh & Parsons fell short on all three. Prospective tenants should make sure a full checkin inventory is completed and signed before they move in.

UM · 28 September 2026

★★★★★ 5/5

Trustpilot

Charmaine Carter is fantastic!

​I am very happy with the outstanding service provided by Charmaine Carter, who manages my rental property at Marsh & Parsons. She is always delightful to deal with and maintains a pleasant, respectful manner on the phone. Charmaine is a clear communicator and a conscientious professional who always looks for the best solutions for me as a tenant. 10 out of 10 service!

Alexandra · 28 May 2026

★★★★★ 5/5

Trustpilot

Kudos to Stefani and her group!

All I know is that a staff - Stefani Sengelieva and the chain of those who attended to me, showed dedication, responsiveness and being prompt to my requests! Definitely she is a product of the management. Her prompt response and care goes a long way to me! Thank you all. All is fixed.

Olumide · 1 August 2026

★★★★★ 5/5

Trustpilot

Marsh &Parsons - highly professional & a friendly team

Marsh &Parsons have been my letting agent for over 4 years . Highly professional , responsive and friendly ! All issues resolved timely with no issues . A big thanks to Debbie Lewis , Owain Wilson and Lucy Meehan and the team for everything!

Consumer · 25 September 2026

★★★★★ 5/5

Trustpilot

Excellent Service from Marsh & Parsons

Marsh & Parsons provide excellent service. Debbie Lewis is always quick to respond, communicates clearly, and is very helpful whenever we have an issue. She resolves things promptly and keeps us updated throughout. Really happy with the service and would highly recommend Debbie and Marsh & Parsons.

Tim · 21 August 2026

★★★★★ 5/5

Trustpilot

Michael Stout has been really…

Michael Stout has been really effortless and efficient, he has handled everything I’ve needed so seamlessly, clearly and promptly. Also, his communication is superb! Emails, phone calls and getting information that I request and passing on has been so great. Thank you!

Customer · 21 August 2026

★★★★★ 5/5

Trustpilot

Edward has been amazing

Edward has been amazing , professional, easy to talk to and very helpful. When there is an issue he is quick to resolve it to the biggest standard with the highest utmost level of customer service thank you for your help .

M · 12 August 2026

★★★★★ 5/5

Google

I had a fantastic experience with Marsh & Parsons, especially thanks to Lucy from the lettings team. From the very beginning, Lucy was incredibly supportive and proactive, keeping in constant communication with me even though I was overseas at the time. She answered all of my questions promptly and went above and beyond to make the process as smooth as possible. What really stood out was that Lucy continued to assist me even after my move-in date, despite it being outside the usual scope of her responsibilities. Her professionalism, dedication, and genuine care made such a difference, and I am truly grateful for all her help. Thank you Marsh & Parsons, and a very big thank you to Lucy for making this transition so much easier!

Marianthi · 16 September 2025

★★★★★ 5/5

Trustpilot

Debbie has been incredibly helpful in…

Debbie has been incredibly helpful in guiding me through the end-of-tenancy process. She provided all the information I requested in a timely manner and consistently delivered excellent customer service. Her kindness and clarity made the entire process much easier, and I would highly recommend her as a point of contact at March & Parsons.

Marianna · 28 April 2026

★★★★★ 2/5

Google

It started off as a fine experience finding an apartment with Marsh and Parsons. Once the agent closes the deal, they are gone. In this case I worked with Patricia and felt unnecessary terms deals were pushed to close the deal and rushed. Apartment was not delivered in the shape as promised. (I would not recommend working with this agent). I was given the wrong keys and locked out of the apartment for hours on my move in date. DO not use this company if they will be managing the property. After the sale is done, it seems so is the service. They were supposed to deliver me a furnished ready to live in apartment, however ample trash was left outdoors, damaged furniture, the owners things left behind, kitchen floor is broken, mold on the ceiling that wasn't removed, uncleaned unit that smells awful and moldy. The best part is the leasing agent told me this stuff is normal in London. They do not take ownership.

Julian · 9 September 2025