Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 5/5
GoogleWill and team were very prompt with their responses allowing me to feel at ease during the process of purchasing my first property. They did their best to assist when possible and really helped to keep the momentum going. I would definitely recommend Emma’s Estate Agents to friends/family :)PositiveResponsiveness
Rianna · 25 August 2021
Agent replied · 24 August 2024
Dear Rianna, Thank you for your lovely review. We are so pleased that we were able to help make the purchase of your first home smooth and as stress free as possible. We hope you are settling in well and if you ever need us we're only round the corner!
★★★★★ 5/5
GoogleMyself and my partner rented a property let by Emma's for just over 3 years. The Emma's team were always a pleasure to deal with - responsive, courteous and quick to resolve any issues that came up during our tenancy. Communication was always clear and professional and when the time did come for us to move on, it was all handled seamlessly.
Luke · 3 August 2024
Agent replied · 24 August 2024
Dear Luke, thank you so much for the lovely review, it is hugely appreciated. It was a pleasure being your agent. We wish you both the best of luck with your future endeavours!
★★★★★ 1/5
GoogleMy wife and I rented an apartment at Emma’s Estate and it was the worst thing we could have done in our lives, we spent days of terror without electricity, water and no support from Emma’s.
I don't recommend it to anyone! They don't deliver on anything they promise. I hope I can help people not fall into the same situation.
Ps: Most positive reviews are actually fake! Don't fall for this scam!
Pedro · 28 November 2023
Agent replied · 24 August 2024
Good afternoon, as you have posted this review under a pseudonym or alias we aren't able to find record of contact between our office and you in order to help us to better identify you.
We would note however, that no tenant has ever gone days without electricity, water and support from our team, in any of our properties.
★★★★★ 4/5
YellRecommended Estate Agent in Streatham
I would recommend Emma’s for anyone looking to sell their property. Will was a friendly estate agent who was always very quick to answer queries and assist in keeping the process moving.The only minor hitch was that the listing for my property had a mistake on it when added to Rightmove and Zoopla which made it look as if it had been on there for months longer than it actually had been.Apart from that though I was satisfied with the service and value provided by Emma’s and would go through them again in future.
RSCX-2054 · 23 December 2020
★★★★★ 5/5
YellExcellent and Friendly Professionals!
Emma’s Estate Agents is an excellent business that I cannot recommend highly enough. They have recently assisted me with the sale of my flat. The service and advice they provided were second to none. Everything went as agreed; they proactively communicated with me every step of the way and took care of everything so I felt like I didn’t have to worry during what can be quite a stressful process. Will and the whole team are so friendly, it was a pleasure to work with them. They took time to explain things to me and answer questions, gave me a comprehensive market report, provided advice for presenting my home in the best possible way, and gave me regular updates so I knew what was happening at all times. If you need help with letting management or a property sale, definitely speak to the team at Emma’s.
StefaniaM-4 · 7 November 2020
★★★★★ 1/5
GoogleExtremely unhelpful and will definitely try to keep your deposit so make sure to take plenty of photos when move in but best to just avoid altogether. Emma is like big child, rude and entitled.
Matt · 3 November 2024
★★★★★ 5/5
GoogleI’ve recently finished my tenancy with Emma’s after 2 years, and can honestly say it’s been nothing but a pleasure to have them as part of my team.
Renting can often feel quite intimidating but Emma’s team were always on hand to answer any questions I had.
Their professionalism, kindness, humour and expertise was always appreciated. I felt so supported throughout my tenancy and they will definitely be missed.
Thank you for everything!
Calum · 25 August 2023
Agent replied · 24 August 2024
Dear Cal, thank you so much for your lovely review! We were delighted to be your agents for the last 2 years and you will be sorely missed. We wish you the best in all your future endeavours.
★★★★★ 1/5
GoogleThey didn't deliver on what was promised. We were unable to access the electricity meter, we had to wait for almost an hour to get into our apartment on our first day, there was damaged furniture... I don't recommend, they put pressured us to make the payment and then handed us the apartment in terrible condition.
Adam · 3 August 2024
Agent replied · 24 August 2024
Hi Adam,
I’m sorry to hear that you're disappointed with the service that's been provided so far.
I’m not clear on what promises you're referring to as I can’t see that any specific agreements were made prior to your move-in regarding the flat. You put an offer in for the flat without any conditions stipulated - which means you took the flat as seen during your viewing, and it appears that this was the condition it was in when you moved in.
With regards to your comments, guidance on how to access the electricity meter was provided to your flat mate who attended during your move in. There was a minor delay on accessing the flat on the day of your move in (no more than 15 minutes) as the inventory clerk didn’t see our agent's call asking them to come down and open the door - our agent was waiting with your flatmate the whole time and kept her updated. In relation to the damaged furniture, I’m afraid this report is incorrect as there is no damaged furniture within the flat.
In relation to the payment you've referenced - this balance was the security deposit and first month’s rent, which are required before you're able to move into the flat.
★★★★★ 5/5
GoogleI cannot recommend this estate agency enough!
Since the day of the viewing until our moving into the flat, Emma's team has been very helpful and responsive (they even answered our emails late at night, and always with a kind tone).
The paperwork and legal terms in the contract were clear and well done (and I'm a law student!).
I look forward to continuing the deal with this agency in the future.
Ottavia · 25 August 2023
Agent replied · 24 August 2024
Dear Ottavia,
Thank you so much for your lovely review. It's been a delight moving you in to your new home and we look forward to working with you for the duration of your tenancy!
★★★★★ 1/5
GoogleI had a really disappointing experience , primarily due to the rude customer service I received from Emma. From the very beginning, it felt like she couldn’t wait to get me off the phone, which left me feeling depleted and frustrated after our conversations.
Her responses were vague and unhelpful. Emma seemed completely disinterested in addressing my concerns, making me feel undervalued as a client.
I expected much better service from a professional real estate company. This experience has pushed me to look elsewhere for my real estate needs, and I can’t recommend based on my interactions with Emma.
Anne · 3 November 2024
★★★★★ 5/5
YellHelpful and honest estate agents
Every question we had, or worry was put to ease with the way Emma's conduct themselves, nothing is too silly or too small / big an issue and will help in every way they can. Our experience with Emma's has helped give us a little more faith in the world of Estate Agents which can leave many feeling disheartened. They work hard to ensure that timings are met and understand that every person, property etc is an individual case, not a one type fits all which again is really helpful when it comes to renting a property. I would highly recommend Emma's, and if and when we move out of our current property we would be sure to see what else Emma's has to offer in order to be truly looked after.
ChloeT-89 · 11 June 2019
★★★★★ 5/5
YellFantastic Agents!
I had such a good experience when dealing with Emma's, the whole team are very friendly, professional and ensure everything is covered and sorted for you. They made our moving experience completely stress free which is hard to come by! They were always quick to respond to our emails or phone calls and always provided sound advice. If you are looking for quality customer service, genuine advice and efficiency throughout your moving process then I can't recommend Emma's enough! They have a very stylish office in Streatham with some very lovely dogs... because who doesn't love an office dog?
EmmaM-636 · 2 May 2019
★★★★★ 1/5
GoogleAVOID THIS LANDLORD! Please read why below
They increased our rent by over 26% overnight and wouldn't negotiate or even talk to us!
When our kitchen was flooded, they told us to wait 3 days for a plumber. When we had a rat problem it took 2.5 years to get resolved. When my girlfriend was accosted in the street outside, people were using drugs on our doorstep and fly-tipping so much we couldn't leave our property, they refused to install CCTV.
Unfortunately, it's terrible service and appalling tenant management. Our entire block is unhappy with them. Never met a happy resident (and we live in a huge block and everyone wants to leave!)
ALSO NOTE - most of the 5 star reviews are from profiles that have only left 1 or 2 reviews...make of that what you will!
Dave · 25 August 2022
Agent replied · 24 August 2024
Dear Dave, I'm very sorry to see that after being a tenant with out office for over 5 years you've amended your previously glowing review so drastically. I don't like to engage with point-by-point responses in reviews as it's not often constructive but I do think I need to address some of what you've noted:
- Your rent was indeed increased quite considerably at the most recent renewal but the decision behind this was carefully explained. It also followed a number of years in which your rent was either not reviewed at all or hardly adjusted.
- Your maintenance has been handled throughout your tenancy in a timely manner, including a recent leak.
- You've also never had rats, though you have had a few incidents of mice - which have without fail been treated immediately by the landlord using professional pest control.
- Whilst we have expressed dismay that your girlfriend faced concerns over her safety in the surrounding neighbourhood this did happen in a public space and the landlord cannot assist with this. We did immediately follow up with you expressing our distress at your report and have confirmed that your landlord is currently gathering quotes to see what can be done to improve the security of the building, despite the incidents you've described not happening within the building itself.
- You live in a building with only 2 other flats and neither of the other flats have provided notice or expressed discontent with our office.
- We would also never permit false, fraudulent or fake reviews about our business to be posted, as you appear to insinuate, and are disappointed that you would imply such a thing.
You have opted to renew your tenancy for a further year, bringing you to 6 years working with us and I’m upset that after such a long time you would provide so much false information about our office. Nonetheless our office will continue to provide you with the same service which you had previously been so effusive about and we hope that your latest tenancy with us is as amenable as your previous ones have been, despite your apparent misgivings.
★★★★★ 1/5
GoogleI’m having an extremely bad experience with Emma’s agent, they are the most unprofessional and the worst agency I’ve come across unfortunately. Although I have been receiving emails while living in the house praising the way we’ve looked after the house and kept it clean and tidy. Once I was out Emma her self tried to take most of the deposit claiming that there were a few nails in the wall which meant they had to paint the entire house, and that the house wasn’t left to their standard of cleaning which I find very difficult to believe. We did not agree to give more than half of the deposit back for such pathetic statements and so she’s now refusing to go through deposit protection because she knows very well that they will not be giving her no way near the asking price.
She’s also very rude in her emails and quite stubborn. Her excuse for not signing the deposit protection claim was that she’s getting quotes from companies to try and fix the property on our behalf and it’s been over 2 months now.
I’m extremely extremely disappointed at the unprofessionalism and almost feels like I’m dealing with crooks.
I highly do not recommend dealing with them and if I could give them 0 starts I would. I feel like 1 star is too much for them.
Marioomi's · 25 August 2022
Agent replied · 24 August 2024
Dear Mariam, thank you for your review. Whilst I respect and understand that it is frustrating to be asked by the landlord to cover damages to the property when you move out in this case these requests were reasonable - your children had drawn on a large number of walls in the house and this had to be painted. We have been in regular correspondence with you regarding this and you have let us know you disagree with the proposed costs that the landlord is asking you to cover. We have explained that this is absolutely fine, and that if you do not wish to discuss the charges with us we can pass this on to the DPS's Adjudication team, but that we have to wait for final invoices to be provided to us before we can further the discussion with you and the DPS. At the moment we don't know the final amounts for the works, and therefore don't have an accurate final cost for the proposed deductions, which prevents us from moving further. Whilst we appreciate that delays at this stage are a frustration I'm afraid, having left the flat quite significantly damaged, they are a necessity. The damages couldn't be seen earlier than your check out as the flat was provided to you unfurnished and your furniture hid the drawings on most of the walls - only when you emptied your belongings did the scale of the damage become visible.
★★★★★ 1/5
GoogleSteer clear of Emma. Rudest, most passive aggressive and defensive person I have ever encountered. From the first phone call I had with her up until the last email exchange, I have never been treated so shamefully. They will cut every corner to take your money and save theirs, and have no sense of reason. I was hung up on the phone by Emma after enquiring about a chest of drawers for my ‘fully furnished’ bedroom that was two weeks late, received no compensation for no hot water for the first two weeks and then got charged an extra cleaning fee at the end of the tenancy despite the flat being professionally cleaned AFTER I moved in. Everyone working at this estate agents is incredibly rude, especially Emma. I have no idea why she started a customer facing business if she hates her customers.
Marcia · 26 August 2018
★★★★★ 5/5
YellFIRST CLASS AGENCY - PEACE OF MIND!!!
I highly recommend Emma's Agency. I have started my research for a flat on line and the picture I have seen was the same when I went to see the property (not a fake), the flat was a brand-new, super clean. They provide a very effective and efficient service and with a smile. Really helpful from the first meeting to the agents. They answer email and enquieries with a quick response rate. They understand the needs of the tenant very well. If a job is desperately needing done they send a contractor the next day without a fuss. Thank you very much! I don't want to move anymore :-)
AntonellaTOP · 22 February 2018
★★★★★ 1/5
YellThe worst estate agents I've ever experienced
I've lived in a half-dozen different flats and houses over the past 15 years, but I've never had a worse experience with a letting agency than with Emma's.They're only interested in getting as much money for the landlord as possible, and feel no obligation to the tenant.This creates a poisonous relationship, and I found the whole experience extremely stressful, especially dealing with their bullying emails and a final attempt to keep a huge chunk of our deposit for imagined breakages.Renting in London is so expensive that it can limit your choices, but if you can avoid going with Emma's, I'd recommend doing so.
RickB-10 · 12 December 2016
★★★★★ 1/5
GoogleIf you are looking to rent I advise that you stay away from this estate agent!
When we arrived the property was in a poor state despite their promise of a professional clean (see pics of hairs, food and stains).
The staff are very unprofessional and childish when we communicated with them, and there is a review on here from an ex-employee who confirms this in their experience with the staff.
When we were served with a non-fault s21 during the peak of covid this March 2020, we were happy to leave quickly so that we did not have to deal with these people anymore.
If I could rate lower then one star I would and I agree with the other reviews that the 5-star ratings look suspicious and unfortunately from the manner in which Emma and her colleagues acted, I would not be surprised if they were fake.
I can laugh about this experience now, but please think twice before dealing with these people.NegativeProfessionalism
Bryony · 25 August 2021
Agent replied · 24 August 2024
Dear Bryony,
Thank you for your review, though we are disappointed to have received such poor feedback from you. Our office endeavoured, throughout your tenancy, to be responsive at all times to you and your guarantor but, as we reminded you during the tenancy, our office is the middle point between the landlord and the tenant and we cannot take action on things without the landlords' approval. You and your landlords did not always see eye to eye on things in the flat, and whilst we appreciate that this is frustrating, as an office we are only responsible for conveying to both sides the situation, which we feel we did at all times to the very best of our abilities.
The flat was professionally cleaned prior to your move in and you were given the receipt to show that the landlord had had this done. As an office we also organised for the cleaners to return not once, but twice, to carry out further cleaning in order to allay your concerns.
In addition it seems slightly unfair to suggest that you were asked to leave the flat during peak COVID - you were actually served with your notice in March, when we told you that the landlords' had decided they wanted to try to sell the flat, but you were given proper notice and didn't have to leave until May. Our office worked really closely with you on this to make sure that your circumstance were considered by the landlords and that you were inconvenienced as little as possible by their decision.
We would finish by reiterating, as we have below, that our office never writes fake reviews. In addition, the review claiming to be from an employee is from an individual not known to our office, and is certainly not someone who has ever worked with us.
★★★★★ 1/5
GoogleThe WORST agency ever. They were playing with us, keep canceling and rescheduling viewings. After we saw the flat, we said that we would like to take it, 23 minutes later. They sent an offer letter followed by another one, that sorry it was taken. They did not even give us the chance to pay, we were working. Completely WASTE OF TIME. UNPROFESSIONAL, UNFAIR. I WOULD NEVER RECOMMEND IT TO ANYONE.
Anna · 25 August 2022
Agent replied · 24 August 2024
Dear Anna, thank you for your review. I am very sorry that in this instance you were unable to secure the flat. We did indeed have to reschedule your viewing as the current tenants were unwell. A number of others also had their viewings rescheduled and you were all shown the flat on Saturday morning. Another party placed a competing offer to yours this morning and, as we explained in our emails to you, I’m afraid they were simply faster in responding to our emails and paying the holding deposit for the flat. Whilst we appreciate that this can be very disappointing our emails to you did make clear that until a holding deposit was paid the flat remained on the market and could be secured by other parties. This is what happened in this instance. The moment the other party paid their holding deposit you were informed so that no more of your time was wasted and we are terribly sorry that you missed out on the flat. We do nonetheless wish you the very best of luck with your property search.
★★★★★ 5/5
GoogleWe rent a property with Emma’s estate Agents for a year, we would like to say that at the level of response and problem solving they are quite fast and responsible. :)
Every time we need something or have a problem they were always there quickly and efficiently to help us. We are grateful for the treatment that was given to us during that year that we were using their services!!
All the best.
Dariana & Silvio.PositiveResponsiveness, Professionalism
Dariana · 25 August 2021
Agent replied · 24 August 2024
Dear Dariana, thank you so much for your kind review. We are very pleased that you and Silvio enjoyed your tenancy through our office and we wish you both the very best in the future!
★★★★★ 5/5
YellHelpful and Friendly Service
Since moving in, Emma's have been really helpful and proactive about helping us with things that need addressing with our new flat. Emma and her team have listened to any concerns we have had and have been really good for getting back to us swiftly with solutions. They are friendly and open and always willing to help out. Would definitely recommend them out of the hundreds of Estate Agents out there!
AlisterD-4 · 31 May 2018
★★★★★ 1/5
GoogleIf I could leave a negative number of stars I would. They had no problem moving us into a bed bug infested flat in Streatham, London and then once we discovered the infestation were unresponsive for months before pest control was called in to begin treatments. It took them months to resolve the infestation issue all the while we had to sleep on the floor, in hopes that the bed bugs wouldn't crawl all over us and do any more damage than they had already done. No compensation or apology was ever offered for our months worth of suffering
Iva · 25 August 2020
Agent replied · 24 August 2024
Dear Iva,
Thank you for your review. We are a little startled to receive a negative review from you at this point as our records indicate that you rented a property through our office about 8 years ago.
We've had a look back through our records of your tenancy and can see that you did indeed have the misfortune of having bed bugs in your flat, this was however, not resolved over several months as you have stated. You reported the issue and within 24 hours pest control had been sent to the flat to begin the extermination process. You were informed that neither the landlord nor our office had been made aware by the previous tenants of the flat that there were bed bugs and we therefore couldn't have taken action on this any sooner.
We expressed to you during your tenancy, and express again now, that we are deeply sorry that you had bed bugs but reiterate that every action was taken to resolve this matter swiftly and in full.
★★★★★ 1/5
GoogleOn checking out of the flat we had a really bad experience with Emma's. Poor communication, rude emails and felt like they tried to keep as much of our deposit as possible. In management reviews we never had any issues highlighted yet at check out there seemed to be a multitude of issues at "tennant cost", such as "scuffs" on skirting boards which anyone would say is fair wear and tear especially considering we lived there for 3 years. We were told the flat was not left clean, which is objectively incorrect and they cited "dust on plug sockets" as an example of it being "not clean".
In the end they didn't charge us for building works as it was covered under the landlords insurance but it was definitely a stressful experience and left a bitter taste. It's a shame as we had a great 3 years in our flat.
Christina · 25 August 2020
Agent replied · 24 August 2024
Hi Christina, Thank you for your review. We are disappointed to see such a negative review from you after such a long and pleasant tenancy. As you are aware your check out was conducted by an independent company, who provided a full report on the flat's condition, including detailed photos, and who made un-biased decisions as to the condition of the flat, and what fell outside of fair wear and tear. We responded immediately and in a clear manner to all of your emails and were able to release your deposit to you as soon as an agreement was reached on charges - in the end you were charged for significantly less of the damage than the check out report suggested you should have been. Whilst we understand it is frustrating to loose part of your security deposit it is necessary that the landlord's property is protected against unfair damage and tenant's are responsible for returning the flat in appropriate condition. We wish you all the best moving forward.
★★★★★ 5/5
GoogleI cant fault this agency at all. I had previously tried to sell my flat with larger agencies and had no luck but after having a straight forward and honest conversation with Emma's and having taken their advice I had an offer on my flat which was over the asking price within two weeks! I
have just moved house and the whole thing went seamlessly. They are locals themselves which helps in the selling game an awful lot. Every other flat on my road with other agencies hasn't moved in over a year!
I find the negative reviews on here rather odd as I dont believe this to be a rude agency at all. They are honest and know their stuff and from a selling and buying perspective have been fantastic to deal with.
SJ · 25 August 2020
Agent replied · 24 August 2024
Dear Sarah Jayne, thank you so much for your lovely words. Your flat really did sell itself but it was an absolute pleasure to work with you and we really do wish you the absolute best and hope your new home is exactly what you were looking for. If you're ever back in Streatham please pop in, Benji would love to see you!
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.
