Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 5/5
GoogleI can't recommend Max Haywood from Brunsfield highly enough.
Since moving into my new home and having some issues that needed resolving, Max was always available whenever I needed assistance or had questions, demonstrating his dedication and commitment to his clients.
Max genuinely cares about helping people and his patience and expertise made what could have been a stressful process much smoother.
Max demonstrates exceptional understanding and support, making the entire process smooth and stress-free. His thoroughness and attention to detail is evident in every interaction and he always addresses any issues that I may have with a high level of professionalism.
Rob · 16 March 2026
★★★★★ 5/5
GoogleSoraya is a credit to Brunsfield. She has always acted professionally, but also very friendly and down to earth. For the duration of my tenancy, she has always acted as quickly as she could to sort out any maintenance issues. I've always felt supported when facing any personal difficulties too. Thank you for being a great agent.
Angela · 16 February 2026
★★★★★ 5/5
GoogleI can't recommend Soraya from Brunsfield highly enough as a real estate agent. Over the past year, she has been incredibly helpful and supportive throughout our entire journey. She was always available whenever we needed assistance or had questions, demonstrating her dedication and commitment to her clients. Soraya genuinely cares about helping people find the right home, and her patience and expertise made what could have been a stressful process much smoother.
If you're looking for a real estate agent who combines professionalism with a personal touch, Soraya is definitely the one to call!
Lisa · 10 April 2025
★★★★★ 1/5
GoogleThere has been a power and heating outage in my residential development, which is managed by Brunsfield. They were promptly informed about the issue, but despite more than 300 people being affected, they failed to show any urgency. Instead, they shifted the blame to the power providers, who responded within a few hours and confirmed that it is the management company’s responsibility to handle the situation. Residents are completely frustrated by the lack of professionalism and response from Brunsfield, with hundreds of people suffering due to their incompetence in dealing with such a simple issue. I strongly advise against having this company manage your development. Their lack of urgency in addressing immediate issues is disgraceful! As of now, we are facing more than 12 hours without electricity and hot water. Unbelievable, this is happening in London!
Sarah · 18 October 2024
★★★★★ 1/5
TrustpilotUseless worst company anyone could ever…
Useless worst company anyone could ever used. They take no ownership for anything. I questioned the property manager keiron experience due to the awful service I had received to then be told I was being harassing. After a panel of glass from the property above mine exploded through heat reflected from the building infront. All I was asking for was answers and the sent the estate cleaner up with a Henry hover to clean industrial glass from a huge panel. I was in my garden along with my kids when this happened. They had no compassion all they said was nobody was at fault. Since this has happened I have had 2 lots of antibiotics and need an operation on my finger. But thank you Kieron & Daniel for sending the Henry hover up. Useless company. I will be going through to the CEO. Our whole estate has had no electricity or hot water for the last 24 hours & like usual neither property manager are on hand.
Sarah · 17 October 2024
★★★★★ 1/5
TrustpilotDelayed Response from Brunsfield During Power Outage
There has been a power and heating outage in my residential development, which is managed by Brunsfield. They were promptly informed about the issue, but despite more than 300 people being affected, they failed to show any urgency. Instead, they shifted the blame to the power providers, who responded within a few hours and confirmed that it is the management company’s responsibility to handle the situation. Residents are completely frustrated by the lack of professionalism and response from Brunsfield, with hundreds of people suffering due to their incompetence in dealing with such a simple issue. I strongly advise against having this company manage your development. Their lack of urgency in addressing immediate issues is disgraceful! As of now, we are facing more than 12 hours without electricity and hot water. Unbelievable, this is happening in London!
Sarah · 17 October 2024
★★★★★ 5/5
GoogleI have been a renter at the Hansom for 7 months. During my course of renting, the management team has been the most wonderful and helpful. The concierge at the Hansom, Ahmed, is a delight and brings the building a sense of community. And my rental agent, Soraya, has also been incredibly patient and lovely, always responding in such a timely manner. Overall, the place has been amazingly managed, as a renter, you won’t be disappointed.
Lingxi · 14 April 2026
★★★★★ 1/5
GoogleThe Graylands Estate is a mixture of commercial unit and residential houses and i really believe that we are treated as renters rather than home owners. The lack of communication or even courtesy beggars belief ! We have collectively reported Brunsfield for a breach of GDPR regulations for not sharing a video recording of the recent residents AGM. The most unprofessional service and people i have ever encountered. Nine months for a water bill when meter readings taken monthly ? I could go on and on but its so depressing . Avoid if possible .NegativeResponsiveness, Quality, Professionalism, Value
Fay · 13 June 2022
Agent replied · 12 June 2024
Thank you for taking the time to leave a review. As you know we are at the estate every month and also provide at least monthly operational update to residents so I don't believe that it is true that there is a lack of communication. You also refer to a recent AGM which was obviously also there to communicate what was happening at the estate which slightly contradicts what you are saying. Your point regarding GDPR regulations is also not accurate as the Information Commissioner no doubt informed you when contacted them. Finally the water bills issue was caused by the fact that there has been a leak in the pipework serving the estate and it was impossible to accurately gauge water consumption to individual properties. Castle Water merged with Affinity Water at a similar time that this happened meaning that the response time from them was extremely slow. We did however take the time to provide the correspondence to residents from our utilities advisor so that the detail wasn't lost in translation. Finally I would point our the significant improvements to the estate since managing it which includes road resurfacing, the installation of CCTV, entrance and exit barriers and a comprehensive remedial programme of maintenance and Health & Safety management. Given the above I believe that your review lacks balance. Thank you.
★★★★★ 5/5
GoogleSoraya has been an incredible help throughout my two years of tenancy. She’s always been attentive to our needs and quick to resolve any issues that came up. I couldn’t have asked for a better property manager.
Olivia · 16 December 2025
★★★★★ 5/5
GoogleWe had Soraya as our agent and she was super helpful, communicative, and understanding throughout the whole year of looking after us. She always went above and beyond to make sure we felt supported and informed at every stage. Soraya was …
Alina · 16 October 2025
★★★★★ 5/5
GoogleI Can't speak so much to Brunsfield as didn't really have any issues to test their property managment. But Soraya was super helpful and super easy to communicate with throughout the let.
Niall · 16 November 2025
★★★★★ 5/5
GoogleI had the pleasure of working with Soraya as my real estate agent, and I couldn't be more pleased with the level of service she provided. Throughout my tenancy, Soraya demonstrated exceptional understanding and support, making the entire process smooth and stress-free. Her thoroughness and attention to detail were evident in every interaction and she was always addressing any issues with high level of professionalism.
I really felt I had an agent that represent me and was not just the landlord.
appreciate Soraya's commitment to her job and her clients. If you're looking for a real estate agent who goes the extra mile, I highly recommend Soraya Herrera-Perez. Thank you for making my tenancy a positive and memorable experience!
Nikola · 15 November 2023
★★★★★ 5/5
GoogleHad a great experience with this estate agent. They are efficient and communication is great.
Soraya is very respectful and on hand for anything I needed, be it maintenance or just general questions. I would highly recommend them for both London and Surrey properties. Thanks Team!
Laura · 19 April 2025
★★★★★ 1/5
GoogleProbably one of the worst Managing Agencies you will find in the Market. We've been with them in our Building since 2022 and it's been a nightmare. Terrible communication, poor level of service, shady and dodgy relations management with our landlord. Overall its been nothing but an awful experience, they have contractors for Concierge coverages that they just get paid to look at their phone the whole day. It takes them months to sort out basic things in our Building. They change our Building Management but they communicate that months after. The experience its just absolutely terrible. No ownership of how things are being done incorrectly, or not at all.
Avoid at all costs Brunsfield to manage your Building and please reach out if you need any specific proof of how bad this is.
Also, Brunsfield has been treating residents terribly by not communicating timely KEY aspects of the Building Management and leaving the guilt to residents when they complain. showing again a lack of commitment and ownership of their own decisions of Managing our Building.
Lucas · 5 June 2024
Agent replied · 12 June 2024
Hi Lucas,
Thanks for your review. As I've explained to you numerous times we are not in control of the issues you have been complaining about which are defects and we need to go through a proper process with the developer.
I have noted your relentlessly rude emails to my team and also your lack of willingness to accept answers given to you if they don't fit your particular narrative. In terms of the "terrible communication" you refer to I think we responded to three of your emails on Friday alone and we have been providing weekly updates on the building for months now. This is challenging as your emails are usually rude and aggressive. It may be a language barrier but you do not seem to read or understand the responses provided to you. The time delays you refer to are because many of these matters need to go through a defects process with the developer and main contractor to address, which is not within our control and takes time.
Your comments that we somehow have a "shady and dodgy" relationship with the developer is simply untrue and typically unhelpful.
On the Concierge we have had consistently good feedback from residents on him, who I find to be hardworking, professional and helpful.
I have suggested to you that if you stopped sending relentlessly unhelpful and rude emails and actually spoke with the team like human beings, you would realise that everyone is working hard to address your concerns and questions.
Thank you.
★★★★★ 1/5
YellPoor company
The senior management from director to the property manager and the estate manager have demonstrated a huge ego particularly to people from minority group. They are very accommodating to local people's request whilst being ignorant to other people (from minority). Emails were never replied. When asked to speak to the director, the request was rejected with a reason that the director does not deal with day to day management of the estate. Estate manager is a real game player. Played all sorts of games with residents' requests. The estate manager's primary goal is to make sales and extra money of addional service to the residents.
AnonymousA-762 · 18 May 2023
★★★★★ 4/5
TrustpilotNoticeable Progress in Engagement and Care
I initially had a very frustrating experience with Brunsfield, as my emails about an important concern went unanswered despite several follow-ups. At the time, this lack of communication felt unprofessional and worrying, especially given the impact on my family’s health and safety.
Patrizio · 3 October 2025
Agent replied · 25 December 2025
Hi Patrizio, We have only just registered on Trustpilot so I haven't seen this review before. Since leaving it we have met at your flat and hopefully have resolved the various issues you raised regarding your neighbour's anti-social behaviour and you are happier with our service. Thank you, Henry
★★★★★ 5/5
GoogleSoraya was always responsive and on our side. Lovely to deal with and was really fair upon leaving the property, got us 100% deposit back. Highly recommend!
Max · 16 September 2025
★★★★★ 5/5
TrustpilotFantastic service and support from Max Haywood
I can't recommend Max Haywood from Brunsfield highly enough.
Rob · 17 February 2026
★★★★★ 5/5
GoogleMr C Lawrence (I was the tenant)
If there is one person I’d like to deal with at Brunsfield it would be Soraya. From start to the end she has been supportive and communicated well. She is easy to talk to and very passionate and professional about her job, When I conducted the viewing for the first time she was on time and even though it was raining heavily on that day, she was a ray of sunshine and made me feel good about the place. Landlord are lucky to have Soraya and she is a big asset to Brunsfield. Thank you. I feel kind of sad that I have moved out.
Golden · 28 June 2025
★★★★★ 1/5
TrustpilotIt’s a worst experience with this…
It’s a worst experience with this company. Their management is rubbish. Hot water issue never solve it properly, all issues in the building like maintenance is bad, the Customer service communication is ridiculous, never try to solve real issues for leaseholders even we try to push it many times already.
Rocky · 30 March 2025
Agent replied · 25 December 2025
Hi Rocky, I have only just seen this review having registered on Trustpilot. You left this review only a few weeks after we had started managing the building having received no proper handover or funds from the previous managing agent so I do feel it rather unfair. The hot water issue has been resolved with the developer and we are working hard to get the building onto a good footing. We are always happy to have a meeting or call to discuss anything specific. Many thanks, Henry
★★★★★ 5/5
GoogleMax has been very helpful, answering my questions and making sure things have been actioned & followed up . He replies at any time day of night which is really important so you don’t feel forgotten!! Thank you for the service at Graylands estate .
Julli · 24 October 2024
★★★★★ 5/5
GoogleSoraya has been incredibly helpful throughout our entire tenancy, all the way till the end. Couldn’t recommend enough!
Ben · 16 September 2025
★★★★★ 5/5
GoogleHenry and team are highly experienced and provided an excellent supportive service to me.
Amy · 16 September 2025
★★★★★ 5/5
GoogleA very professional and responsive service!
I expected moving during a pandemic (with a partner who is in the "at risk" category) to be very difficult, but this was not the case!
Darren was very helpful, professional and willing to go the extra mile to help my partner and I achieve a contactless move. We had not only a comprehensive video sent to us but we also had an online viewing which helped us decide on the property.
The process was prompt, exactly what we wanted, and we had help from Darren at all points throughout the process when we needed clarification.
In 6 years of renting properties around London, I have not experienced such good service or responsive and patient (!) real estate agents!PositiveProfessionalism
Andra · 13 June 2021
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.
