Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 1/5
GoogleLong to short, they unlawfully evicted me.
There was a obvious sublet problem between current tenant and me, I visited the office and asked them to help out.
And very unexpectedly, after 3days, they just came to the flat and moved all of my belongings and locked the door without any notice, which was very unlawful and unrespectful as a Human Being.
My belongings has terribly destroyed and some of them were lost.
They evict a person from the flat like this way. I had involved in Property&Letting for 6years, it was incredibly the most strange,unlawful behavior in my whole life.
There must be obvious legal steps&legacy action regards to eviction, but they ignored.
P.S. I called to one of your staff since some of my belongings are there, so you need to get my stuffs back to me well, but didn't reply me so I write the review.
Jeongseon · 16 April 2024
Agent replied · 12 June 2024
Ms Kim was reported by the concierge to us (managing agent) for illegally occupation. She was not the tenant on AST of the property but rented via Airbnb via an unknown person. This property was not allowed for short let etc. Hence eviction took place and police was called. We do show sympathy to overseas tourists who rent properties without knowing the Housing Law of UK.
★★★★★ 1/5
GoogleI once rented a property managed by them. Before I moved in, the place hadn't been cleaned, it was littered with trash and grime, and the fridge stank. It was an absolutely terrible experience. It's been nearly five months since I moved out, and I still haven't received my deposit. They haven't communicated with me about it at all, and whenever I message them, they never respond. Over two thousand pounds of my money remains unrecovered, which makes me extremely angry. I need someone to resolve this issue!
Nathan · 16 December 2025
Agent replied · 16 April 2026
Hi Nathan, we have investigated the issue. Sorry for the moving-in experience. We had issues on who was responsible for the end of tenancy cleaning on this property. Previous tenant and landlord never had an agreement on this. As an agent, we couldn’t act for them. For your deposit, are you still using your email 121******@qq.com? We sent you emails on 25/07/2025 at 15:41 and 05/08/2025 at 16:14 with your checkout report and asking for your proof of final bills payments. We never have a reply. If you can provide these by replying our pm team @ pm@ukcitywharf.com, your deposit should be returned with no delay. Hope you are clear of where we stand now. Do let us know if you have any questions. Wish you happy Christmas!
★★★★★ 5/5
GoogleMe and my family recently rented a house in Barnet, and with the help of Hassan Tareque, we had a great experience, helped us with our house and any problems it had, he always was ready and willing to help me at any time, thank you to Hassan Tareque for being there and helping me with all the house repairs.
Anita · 16 November 2025
★★★★★ 5/5
GoogleLetting process: Was very quick and responsive. We dealt with Mengxin (Monchein) who approached all interactions in a personable rather than a transactional way. She replies quickly and is proactive in calling us personally to share updates …
J · 19 March 2026
★★★★★ 1/5
GoogleBiggest Scammers and Looters! I will never recommend this agency, you rather spend on a hotel! They deduct deposit amount on baseless deductions and are capable of generating fake issues and bills in order to not return back your deposit. they have eaten up 1500 £ of my deposit under the name of imaginary bills. Highly biased in favour of landlord! TDS will remain your only option!
Edited for reply : How come you are charging us for repaint when you didn’t hesitate to give us the apartment without repaint. And we stayed just for 11 months! You replaced hob even though it was working and charged us and proof is in tenancy end checklist as well! And you are waiting for heating bill even after 7 months of us vacating the apartment. If this isn’t money loot, then what is!! And it’s funny you reply on reviews but not on emails and never answer calls!!
Shrutika · 12 March 2025
Agent replied · 13 April 2025
Dear Shrutika, fully understand your frustration on the deposit issue. We are trying our best to balance and protect both landlord’s and tenant’s interests here. We don’t deduct deposit without hard evidences. I am afraid that a broken hob, repaint the flat and end of tenancy cleaning will cost £1500 in London. It is hard for us to accept your offer of £60 for 3 months’ heating bill hence we wait for the actual use. Hope you understand. TDS is a great platform for these kind disputes.
★★★★★ 1/5
GoogleI DO NOT recommend using this agency. They had a lot of turnover when I signed the lease for a flat in Kidbrooke (Maltby House), and it was not pleasant trying to get responses in a timely fashion (or at all, for that matter). The landlord refused to fix or cooperate with me about the property (and Citywharf admitted this to me! They had the worst relationship with this landlord). The company would not collect his mail, and I was stiffed for his heating bill (which my utility company paid his utility company in FULL). I have been out over £750 for it, trying desperately to get my full deposit back. Since they refused to help, I was forced to go to TDS to get it resolved. I paid my rent on time, communicated with them, and fixed things myself out of frustration. I was scammed. Lesson learned. Nothing they can say in response to this will change things, so take what they write in response (if they respond) with a grain of salt. It's funny how they respond to reviews but not their tenants when they have genuine concerns.
C · 12 February 2025
Agent replied · 18 May 2025
Thanks for leaving the review. We fully understand your frustration. But at the same time we also need to respect landlord’s position. To be fair and unbiased, we advised you and landlord to go through dispute process with TDS, it is all evidenced. You can’t claim without proper evidence, neither the landlord. I do think our service should be appreciated. Good luck with your future tenancies, make sure you evidence all the bills your paid. It will make things a lot easier for everyone. All the best
★★★★★ 1/5
GoogleVery disappointing experience with this management company.
When I moved into the apartment, it was in a very dirty condition and not properly cleaned. I had to repeatedly insist before a professional cleaning was arranged.
In addition, I have been without heating in the flat for over a month during winter. The issue was reported from my first day in the property and logged in their official system. Despite numerous calls, emails, WhatsApp messages, and several technician visits, the heating is still not fixed.
Communication has been poor, responses are slow, and issues are not handled with the urgency expected for basic living conditions. Temporary solutions were only offered after significant pressure.
Based on my experience, I would not recommend this company to tenants looking for responsive and reliable property management.
Keren · 16 January 2026
★★★★★ 5/5
GoogleHassan went over and above with support from day one to moving on day. Its so refreshing to see someone who can get the job done and see it through.
I can't thank him enough for the dedication and support
Fayth · 16 October 2025
★★★★★ 5/5
GoogleCitywharf has been the management agency for my rental since last year. And I choose them as my rental agent this year too. Their staff are friendly and professional. They helped me to regsiter my utilities accounts ,especially Ivan who was very patient to help me a lot. I strongly recommend citywharf to everyone.
甘幸子 · 16 January 2025
★★★★★ 1/5
Google(Initial review after leasing our new flat - May 2021)
I worked with Annabelle to get my new flat in Canada Water. She was so nice and worked really hard on our behalf to get us a good agreement with our landlord which everyone is happy with. The post-sale experience has been very good so far too, as today I was visited by John from their Maintenance who wanted to check in in person to see for himself what our minor snagging issues are. We feel confident that we have finally found a responsible and friendly letting agency after some terrible experiences in the past.
(Added three months into tenancy - Aug 2021)
I’ve downgraded CW from 5 to 3 stars, and that feels a tad generous. Since we moved in they have been slow to respond to reports of problems in the flat, or completely ignored our emails. Only when building management company FirstPort got in touch with them did they take action on a leak issue. It’s taken three months to get a key for the balcony so we can actually secure the property. A leak we reported over two months ago is only now getting investigated after the tenants beneath us complained about water ingress. And now, after their plumbing contractor cancelled on us twice this week they have sent me an email to ask that I not “rearrange” appointments for repairs which - though reported to them months ago by us - are now suddenly “urgent.” Livid.
It seems Citywharf gives a 5-star sales experience but then a 2-star after sales experience.
(Added after 15 months in the property.) Getting completely blanked by the company after requesting basic repairs. No replies to emails. No communication. Their maintenance manager goes on leave for the whole of August and everything grinds to a complete halt. Unprofessional and inconsiderate. Avoid.
Andrew · 16 April 2023
★★★★★ 5/5
GoogleI had an excellent experience with William from City Wharf. He was very efficient in organizing home viewings and moving forward with our offer. He accurately communicated all our requests to the landlord and helped resolve some small inventory check issues very quickly. William also went the extra mile to assist with an energy bill issue after we moved in. Truly professional and reliable service, highly recommended!
Cheuk · 16 November 2025
★★★★★ 1/5
GoogleRecently had a viewing for a place who use this company and it wasn’t great. The estate agent didn’t know where the property was to begin with, and clearly didn’t communicate to the tenant we were coming as they also wasn’t made aware of our arrival. After the viewing, the estate agent didn’t know how to take the process further, but proceeded to advise “we will accept the highest bidder” which made everything extremely uncomfortable. The place itself was nice, but I opted out due to the fact they would be our estate agents!
Rose · 12 July 2025
★★★★★ 5/5
GoogleThank you Monchein for your excellent support. You have demonstrated excellent communication and interpersonal skills, whereby you genuinely made the best efforts in the greatest details. Even while you were on your annual leave, you never … More
Rachel · 17 February 2025
★★★★★ 1/5
GoogleIf you're looking for a property with broken facilities, zero repairs, and a letting agent that selectively ignores your messages, Citywharf is the place for you!
This was the first time in our lives that my roommate and I lived in a flat with a broken air conditioner. It’s seriously affected our daily lives, on hot nights, we often couldn't even fall asleep.
The funniest part? Every time we reported the issue to the agent, the answer was always, “We’re arranging someone to repair it,” and sometimes they didn’t reply at all. It’s been two months and nothing has changed. Not a single repairman ever came, nor did we receive any appointment confirmation.
So if you're craving the experience of being disrespected, ignored, and left to suffer through the heat, I highly recommend Citywharf! If life’s been too easy lately, rent from them and add a little misery to your day. 🙃
容昊天 · 19 April 2025
★★★★★ 5/5
GoogleThe agent provides very professional service. Savanna is a very beautiful, cute, sweet lady. She is so kind and nice, and serves us with most considered terms on contract! Besides, they send every customer a large box of mooncakes, which are cute and fancy.
Dingli · 18 October 2024
★★★★★ 1/5
GoogleAvoid this company as much as possible.
Being a temporary staff without employees contract, the owner can transfer from ‘staff’ from his other company, to cover any task without notices and permission, and multiple breach contract, this has already reported to the ACAS to mediate this issues.
Noticed that some of the 5 star comments from their employees made it.
Modern Slavery management team.
Y · 27 July 2024
Agent replied · 24 August 2024
Since you like to keep the public updated, just some update on the case as the date of 25th July 2024, the complaint went through with Employment Tribunals last week, the decision for the Court is the employee needs to pay back the company’s overpayment. However the company will not claim the payment, we would rather spend resources on our works. Again, good luck with your future career.
Being reasonable and responsible is important to us, obviously you don’t understand this hence you can’t be part of the team. Good luck
★★★★★ 1/5
GoogleI rent from them for 2 years. The first year had no problem, however, got a lot of negative exp in the 2nd year. I can list a few things below
- They use the 6 month break contract condition to increase my rent. I had a toddler at that time, so I have no choice other than accepting.
- The washing machine in my apt was broken, then first thing they did is blaming my new born. They said the machine was overloaded (wth). Later on, they agree to send me a new machine, but only after 1 month. Imaging having a new born and no washing machine for a month, and they just increased my rent. I even called them and told them directly that the only thing they care is money.
- Whenever they need something from me, they sent me an email and said "ASAP". But when I response or need something from them, always take them 3-5 days or even more to response.
- When I moved out, they request the professional cleaning which is not in the contract.
In summary, if you are lucky and got no maintaining issue when you rent, then it is okay. However, Citywharf is the worst when you need them for anything else after-sale.
Duc · 16 April 2023
Agent replied · 12 June 2024
Dear Duc
Sorry to hear the inconvenience and feedback.
As an estate agent we do follow standard procedures and practices even though we wish to resolve any issue ASAP. Some reviews and points from our side which hopefully can help you understand more:
1 - Break clause was requested by you at the initial agreement ,and we only informed you of the landlord's interest. The landlord believed the rent far below market value, it couldn’t cover his costs.
2 - Washing machine was 1 year old. As managing agent, we need to investigate, report and try to fix it first before replacing it. We do think it was broken due to excess use as we only found during inspection that there is a living in nanny in the property.
3 - Professional cleaning was a standard condition in all tenancy agreements to bring the property condition back to when you moved in. We never forced you to use our appointed cleaners but if the clean was done properly tenant has to be responsible for it.
Hope above explains the situation. Good luck for your future renting.
★★★★★ 5/5
GoogleRiley has been responsible, responsive and supportive throughout my renting experience. Not only did she ensure a smooth and swift process in offer approval and agreement organization, she also assisted me in numerous enquiries after move-in, which has immensely eased my concerns when issues arise. Would definitely recommend Riley to peers who are looking to rent!
Xiaochen · 16 April 2023
★★★★★ 1/5
GoogleHad a terrible check out experience when it came to deposit release. Took them 20 days to respond to several emails i sent down and numerous calls i made. After that, they said the carpet had to be removed when a new tenant was already staying in the apartment. I had to agree to a deduction of 500 gbp from my deposit as i was financially in need lf the rest of my deposit after that 500 gbp, and the fact that i was outside UK so i couldn't really make a case also. Wouldn't recommend, absolute vultures when it came to deposit.
Arvind · 16 April 2022
Agent replied · 12 June 2024
Deposit deducted as the carpet was badly damaged and cannot be used andy more. All evidences are provided by 3rd party inventory company and submitted to DPS.
★★★★★ 5/5
GoogleWe had a great experience with the agency and Enver, who was quick and efficient. The whole process from getting the flat up to the moving day was smooth. After the move we had a small issue with the electricity, but again Enver was quick to help and made our whole experience stress-free. We would definitely recommend this agency and are very happy!
Zelal · 16 April 2022
★★★★★ 5/5
GoogleJeffrey put in a great deal of time and effort to find us the right buyer, and it was truly appreciated. Professional, dedicated, and a pleasure to work with. Thank you.
Janice · 16 February 2026
★★★★★ 5/5
GoogleRiley is patient and warm-hearted. She always helps me solve problems in the first time and brings me a good experience of renting a house. If you have any plans to rent or buy a house, I strongly suggest you consult her. She is the best agent I have ever met.
Beier · 16 April 2023
★★★★★ 5/5
GoogleWe had an amazing experience renting with City Wharf! Our agent, Monchein, was really proactive and prompt to answer any questions and help me and my partner through the process. Renting in a foreign country is already difficult, but Monchein’s patience smoothed the process for us.
Thiago · 16 September 2025
★★★★★ 5/5
GoogleRiley is our agency and helped us to rent a superb property in London city island!!! She alway reply fast, Work efficiency and focus on details. Most important, she help us to find a super cost-effective property. I would definitely recommend Riley. She is the best for us!!! Xx
Kimberly · 16 April 2023
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.
