Every review we hold for the Kensington and Chelsea office, from every platform, shown as written. First names only.
★★★★★ 1/5
TrustpilotAvoid Mind the Flat
Mind the Flat do not take responsibility for running their properties or have a professional level of empathy for their residents. So far, 3 of my 6 months stay at one of their properties has been without heating. When I requested help on this issue I was met with the unprofessional response "have you heard of the boy who cried wolf" and told of a photo of my radiator with a thermometer on it, which did not exist. We also spent periods in the property without running water in the bathroom and no hot water, although these issues were sorted with enough pushing. There was a pile of excess refuge in front of the property when I moved in which has not been touched 4 months into my stay. Customer service is poor, as we are met with push-back and gaslighting rather than apology and help whenever we reach out.
William · 13 February 2026
★★★★★ 5/5
GoogleI had a truly excellent experience with Mind the Flat. From the very beginning, the team showed great professionalism, attention to detail, and genuine care for their clients. Every step of the process was handled smoothly and efficiently, with clear communication and constant support.
What impressed me most was how attentive Eliana and Doriana were to my needs, always ready to answer questions and guide me through everything with patience and expertise. It really felt like they go above and beyond to make sure their clients feel secure and well taken care of.
In my opinion, Mind the Flat is one of the best companies in the area, reliable, trustworthy, and genuinely dedicated to delivering outstanding service. I would highly recommend them to anyone looking for a serious and professional company that truly values its clients.
Beatrice · 15 September 2025
★★★★★ 5/5
GoogleRecently moved into a MindTheFlat property and did my flat viewing with Domenico (virtual since I was out of town). Moved in a few days ago and I LOVEEE the property! Very spacious and everything is as described by the website’s photos +Domenico’s tour!! Domenico was very open to answering my questions during the viewing and also follow ups through text before signing my offer!
Isaac · 23 August 2025
★★★★★ 1/5
GoogleMy personal experience with the agency has been bad. I feel their team has been very very rude to me and the way they tackle issues is not acceptable.
Luiz was working with me for my references. He told me I had completed my references. However the authority who did my references as per their check, told me, that that they can’t do it because the ownership of the property changed, when I informed them that they would need to a reference check for me.
When I asked Luiz who at the property gave my reference he first told me that they can’t disclose that and was very rude to me about that. Later, when I sent him proof that the person who was suppose to refer me has not done it, then he shared a good for nothing screenshot with me.
Not once did he apologize for his behaviour. Hence, I told him I now need to rethink my application.
Then he told me his manager Doriana would call me but I received no call from her and I told them that because of the way this has been handled I refuse to proceed and that I want the holding deposit back.
They told me they would close my application. Now neither my application is closed nor did they refund my holding deposit.
I just constantly keep receiving due emails that I am not entitled to because I have clearly denied to move ahead ( I did not pay any further deposits and rent nor signed the contract).
At this point, I just want them to refund my holding deposit because I don’t personally trust them. They could have been a good agency or something but my experience is not satisfactory.
Divya · 8 January 2025
★★★★★ 1/5
GoogleWill find any excuse to keep your holding deposit despite it being illegal as part of their ‘business costs’ do not bother with this agency they are scammers. They will request for ridiculous amount of personal information and then claim it wasn’t made known to them despite it being their job to do reference checks. Very disappointing, had to delete my previous 5 star review as it became clear this is what they do.
زيبا · 1 September 2025
Agent replied · 22 September 2025
We are sorry to hear about your experience and wish to clarify the matter. The first week's rent was retained because the referencing process could not be completed, despite repeated requests for the required documentation. You had confirmed these documents could be supplied before paying the deposit, but they were not provided within the agreed timeframe, resulting in failed references.
As outlined in the terms and conditions you accepted before applying, and in accordance with the Tenant Fees Act 2019, the first week's rent was withheld. We regret that you felt the need to change your review, and we remain available should you wish to discuss this further.
★★★★★ 5/5
GoogleReally good experience with Domenico and Ferial! They’re both very friendly and available for questions and speedy arranging viewings. Domenico was very professional and helpful during the viewing and although I didn’t opt for a room, they maintained their professionalism which I really appreciated. Highly recommend them and Mind the Flat to anyone looking for a place in London!
Eve · 17 August 2025
★★★★★ 5/5
GoogleFinding a flat in London can be really stressful, especially as a Canadian who just moved here two weeks ago, but the Mind the Flat team made the process much easier. From the start, Braedon handled my initial inquiry and intake, providing helpful insights about the area and transportation options, which was really valuable. Domenico then stepped in during viewings, showing patience, professionalism, and genuine care throughout a busy day. Dori also kept checking in to see how my experience was going, which made it clear they were doing everything they could to support me.
Although I ultimately went with another agency option that better fit my move-in date and private bathroom needs, I would absolutely refer Mind the Flat to anyone looking for rentals in London. I’ll definitely connect with them in a 6 months when I’m searching for a place.
Highly recommend for their support, knowledge, and dedication to easing the rental process.
Brittany · 17 March 2026
★★★★★ 5/5
GoogleI had a fantastic experience with Mind the Flat thanks to Ferial, who helped me find the perfect flat. She was incredibly knowledgeable, friendly, and patient throughout the entire process. From showing me various options to explaining the local amenities, she made sure I was well-informed and comfortable with my choices. Her guidance and attention to detail were invaluable in making this transition smooth and stress-free. I highly recommend Mind the Flat and especially Ferial for anyone looking for a new place. Thank you for all your help!
Siva · 26 May 2024
★★★★★ 5/5
GoogleI approached the agency asking for a room to rent.
The team was lovely and responsive assisted me with my request. Domenico was very professional and showed other alternatives. Ferial kept the friendly follow up updating me with other options.
Highly recommended agency to work with 👏
Ali · 8 August 2025
★★★★★ 1/5
GoogleHere’s My personal experience with Mind The Flat. They inundated you will emails, they have a nice system for reporting faults with house. I lived in one of their flats sharing with others in West Kensington and the location is nice but overall I wasn’t happy and they use section 21 to evict me and the Indian lady living in the house and kept the European Italian lady and the other European lady. I thought it was strange since I paid my rent and I got an email saying I was a good tenant. They also had one of their staff Ferial Ward send me a rude email. I was busy with work and had a lot of laundry to fold and paperwork to shred which I didn’t do before I went to Amsterdam for a few days and whilst I was away she visited my room. Then had the nerve to send me a email that my room was extremely messing. I was so stressed with a lot going on in my life and this Ferial was just rude and obnoxious. Anyway my opinion about them is they are obnoxious and rude and the previous tenants warned me about the current tenants and the agency when I moved in back in 2021. I don’t appreciate unfair people. And I know that they use Legal Provisions Section 21 under the housing act 1988 to discriminate and evict myself and the other tenant. I noticed that the people they brought in to view the rooms were white and even brought someone to view my room whilst I was still occupying the room. Be very careful of Mind the Flat.
Ryle · 26 April 2024
★★★★★ 5/5
GoogleI would like to extend my heartfelt gratitude to Ferial and Amaan for their exceptional kindness, professionalism, and availability, among many other qualities!
Having to find a flat quickly as a foreigner (I'm French) can be challenging, but Amaan and Ferial were consistently ready to help, always attentive and offering support right from the start. Thank you for everything - you've been truly wonderful!
I would also like to express my thanks to the entire Mind the Flat team for their professionalism, as well as to the maintenance team.
It's no surprise that you've earned these 5 stars :)
Melissa · 26 February 2024
★★★★★ 5/5
GoogleI had a great experience viewing The Flat! Domenico was very professional, helpful, and kind throughout the whole process. He answered all my questions clearly and made everything smooth and easy. I really appreciate the excellent communication and support. Highly recommended!
Sami · 17 August 2025
★★★★★ 5/5
GoogleI had a great experience with the agent Domenico and Mind The Flat team . The whole process was smooth and hassle-free. Agency was always reliable, professional, and easy to communicate with. Everything went perfectly from start to finish,
highly recommended!
Antonio · 17 August 2025
★★★★★ 1/5
GoogleMind the flat ltd. may seems nice in the beginning but when its about money they show their ugly face.
WARNING FOR TENANTS!
Wanted to rent through them and we have viewed the flat them. Everything went well and they have sent the invoice and contracts.
They charge 89 pound per tenant and they require 2 weeks deposit in advance plus the agency fees. And also they don't mention to you that they do reference check with an "external company" that they don't name and if you fail it you will lose your 2 weeks deposit and the agency fees. It was around 1000 pound for us). It was written with small letters on the contract. And also that they charge the tenant for everything, late payments, and every kind of hidden charges.
They are pushing and rushing you very badly until you send their money.
They have written on our formal invoice "Alison & Victoria" instead of Edison, and our full name. They have so many written English language mistakes in their rip-off contract.
WARNING FOR LANDLORDS!
They will push you into a sole letting contract and EVEN IF YOU find the tenant they will charge you 5% per month plus VAT of the amount of the flat.
They have this company for years and they didn't even manage to not make language mistakes in their contract.
DO NOT BE A FOOL.
There are estate agencies online today who doesn't have any hidden charges to the tenants, nor to the landlord.
Thank god we did not pay them.
V · 25 October 2016
Agent replied · 23 October 2024
Dear Victoria,
We are very sorry to learn about your unfortunate experience.
We pride ourselves on being passionate and transparent and it appears that there must have been some misunderstanding.
As registered members of the property ombudsman, all our contracts are regulated and approved by TPOS; A UK government-approved organisation which aims to provide better consumer protection.
In line with industry practices, any prospective tenant submitting an offer is required to pay a two week holding deposit and an agency fee. This not only shows good faith on the part of the tenant but also enables us to take further action in the confident knowledge that the applicant is fully committed to renting the property. Upon receipt of the preliminary money, we undertake the following actions:
- Cancel any advertising for the letting
- Tell other applicants that the tenancy has been taken subject to satisfactory references
- Prepare a letting agreement
- Check references and
- Carry out credit checks
The other charges you refer to is only payable in the following cases:
1. Where a guarantor is required,
2. In the event of a breach of contract such as late payment
3. The renewal of the tenancy agreement.
Given that you do not require a guarantor and had no plans of renewing the tenancy agreement, it would seem that your main concern is in relation to the late payment fee. This is avoidable provided all payments are made on time as contractually agreed.
As a responsible agency, we carry out reference checks on prospective tenants and as such, instruct a specialised company to check the veracity of the information provided. This inherently lead to the withdrawal of your offer.
The assumption that you lose your deposit and agency fee in the event of an unacceptable reference as is the case here is inaccurate. As clearly seen in paragraph 1 of our terms,
“Should you withdraw your offer for any reason or should your references prove unsatisfactory, please understand that the preliminary monies will be retained towards any reference fees and any additional charges previously accepted”
Thus, the only fee chargeable to you would have been £35 for the reference search already executed. As no payment has been made by yourself to us, no refund would be required.
In relation to our landlords, we offer three levels of exclusive and competitive services detailed in the following link http://www.mindtheflat.co.uk/letting-services/. Our landlords have been very satisfied with the services we offer. We endeavour to act with utmost integrity and have had a high level of success thus far.
I hope this clarifies the situation and best of luck with your search.
Mind the Flat Team
★★★★★ 1/5
GoogleUsed this service from July 2021 to April 2022. They were nice/efficient at the beginning when I was sorting out my paperwork as an international renter, but gradually became less openly communicative when it came to my attention from a former flatmate A that the agency had withheld information from me about potential safety concerns regarding a different flatmate B I had moved in right next to. There were multiple noise, safety, and verbal incidents leading up to the flatmate B's relocation, but our serious complaints were initially addressed with extreme hesitation, disbelief, and inadequate concern for my and flatmate A's physical safety. There were several more issues regarding maintenance and tenancy length, but my point about a substantial lack of safety disclosures and protocol is enough to warrant my rating.
Michelle · 24 October 2023
★★★★★ 1/5
GoogleI recently had a viewing with an agent who was very polite, but it was clear she was trying to increase the room's price by encouraging competition between potential tenants. She attempted to raise the price twice, which felt dishonest from the beginning. She claimed it was the "landlord's" decision, but we all know that letting agencies decide the tenant for each room. I don't recommend them. If you mention you earn slightly more than required, they'll try to increase the price.
David · 25 June 2024
Agent replied · 23 October 2024
Hi David,
Thank you for taking the time to leave your feedback. However, we are unable to locate your name in our system or list of clients or our viewing list. Could you please provide more details or contact our office directly? We strive to ensure transparency and fairness in all our dealings, and your input will help us address any issues and improve our services.
Kind regards,
Mind the Flat
★★★★★ 5/5
GoogleAgency was always reliable, professional,
I had a great experience with the agent Ferial.
She’s very professional and really amazing person
Everything was perfect from the beginning and she helped me a lot
Ahmad · 17 August 2025
★★★★★ 5/5
GoogleBeen renting with Mind the Flat for a few months, and since my first viewing Domenico has been great, super helpful with everything and answering any questions I had
Abdullahi · 17 August 2025
★★★★★ 5/5
GoogleMy girlfriend has just moved to the UK on a working Visa, and had the absolute pleasure of dealing with Doriana. She was so kind and helped us to quickly find a beautiful apartment in Fulham. She didn’t waste my time as other agents did at other estate agencies. Everything went well and smoothly.we could not have asked for better and more efficient service. thanks Mind the Flat Team
Jonny · 25 October 2018
Agent replied · 23 October 2024
Thank you for your kind review, we are happy to hear we were able to assist you during your stay with us and hope that you can rely on our services in future.
★★★★★ 5/5
GoogleGreat service , thank you Domenico. Clear, and easy . I felt supported throughout the process. Thank you Mind The Flat team !
Klaudia · 17 August 2025
★★★★★ 1/5
Google7 Hillcrest Court, room #2 - update 6 March 2023 - have now found out that Mind The Flats refusal to provide the landlord's name and details violates Landlord & Tenant Act, over months the agency have misled me on this.
Amended to 1 star - Hillcrest Court has a recurring mold/damp problem which Mind The Flat routinely paint over, I found this out from other flatmates and residents in the building. Mind The Flat's maintenance leaves a lot to be desired, bathroom floors cracking to expose nail heads have gone months without an answer. Heating times can no longer be adjusted from property. Broken radiator in room 2 during Nov/Dec - fixed eventually but request for compensation during this time acknowledged 3 months after initial request and refused without reason - landlord will not correspond with tenants and shows no interest in joining residents group investigating the damp, mold, or lack of bin issues. Room often accessed outside of schedules time and less than 24 hours notice. Initially I thought I found a great agency, over the year this has been disproved. I have frequently been ill while in room 2 which I believe may be due to the recurring mold and damp so now looking elsewhere.
First review one week into moving in: a pleasure to deal with, my viewing went well with agent and it was a great relief to find Mind the Flat after some incredibly negative experiences with other agencies in London. Next time I'll be looking at Mind the Flat before anywhere else.
Robert · 24 October 2023
Agent replied · 23 October 2024
Thank you for your great feedback, it was a pleasure getting to know you and are pleased your experience with us was a positve one.
★★★★★ 5/5
GoogleI write to express my sincere and heartfelt appreciation and gratitude for your highly professional and competent services as I was looking to relocate as a matter of urgency and came across Mind the Flat after having tried several agencies. It was extremely delightful to have had one of the agents Ferial deal with my queries. Not only was she fast and efficient with her response but she went above and beyond with catering to my needs in helping me find the exact property I was looking for. I couldn’t have been happier with the service provided!PositiveProfessionalism
SB · 24 October 2023
Agent replied · 23 October 2024
Thank you for your kind review, we are very pleased to have been able to help and are always here to assist with your needs.
★★★★★ 1/5
GoogleA poor excuse for a letting agency. Even the building looks dodgy. They push for video viewings claiming loads of interest from other people. They hide things that are wrong with the property and when you complain they try to catch you with legal jargon they don't even understand! The 'agents' are rude, aggressive, intimidating and inflammatory. My conversations with Marc Rowbury both over the phone and via email correspondence were awful. He was manipulative, harrassing and patronising! Eliana on the other hand dragged things out and wasn't too pleasant either. Whoever gave these people licenses to read, sign or even store any documentation for a homeowner or renter is insane.
DON'T GIVE THESE PEOPLE YOUR MONEY!
Just because they're on the cheaper side doesn't make the scam worth. If you have a problem with the property and complain, nothing will be done. Even when you complain multiple times, they'll say there's no 'record' of you complaining or anyone else for that matter.
You'll waste less time, energy and money going to the therapist you'll eventually need when you're done with these people.
Angela · 17 April 2025
★★★★★ 1/5
GoogleChecked with them 3 hours before the viewing that it's still going ahead because I have a long journey and wanted to ensure all is good. 15 minutes before the viewing and called and cancelled the viewing.
Pavel · 17 August 2025
Agent replied · 17 April 2026
Dear Pavel
I am sorry to read your review. As explained during our call our office building was evacuated due to a power outage that we could not predict at 8am when you … More
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.
