Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 1/5
GoogleSaw a flat for sale with Jonathan and I have put down a offer and the offer was accepted and a offer letter given, in order for this I had to pay a £1000.00 non refundable deposit. I have instructed my solicitors and paid them their fees, now today I get a call to say the vendor has a better offer even though it was suppose to be guaranteed off the market but they somehow still forwarded other offer to the vendor.
I know its not Jonothan fault but prob one of the managers.
But this is the first agent I have come across that wants a hefty deposit in order to accept offers and take it off the market.
I have now lost money on legal fees.
Will never use again
After ernest brooks responses- just to clarify I made the deposit payment on thursday 24th Sept, sent prof to Jonathan via whats app this is after payment from natwest and gets paid instantly, Monday 28th Sept in the morning got email from jonathan thanking for all the documents received and file is being passed to his colleague Samantha to progress the sale. Late Monday 28th Sept got call from Jonathan that you guys took another offer which is higher,
please explain how you received the deposit and returned within the same hour?
Why was more offers forwarded to the vendor?
If you have taken deposit from someone else why are you still advertising the property on Zoopla and other potals.
Mike · 14 June 2021
Agent replied · 13 June 2024
Dear Mr Malone,
Thank you for your updated review. We would like to clarify the situation regarding your concerns.
The seller was informed as soon as your deposit landed; however, during this time, they had already received a higher offer from another buyer who had viewed the property the week prior. As per the Estate Agency Act 1979, it is a legal requirement for agents to present all offers to the vendor, ensuring transparency and compliance.
Our records show that while the seller initially accepted your offer and was awaiting your deposit, another offer was submitted. This was communicated to you promptly, and you chose not to proceed. Once your deposit arrived, it was refunded immediately within the same hour.
We believe our team acted professionally and in full compliance with industry regulations throughout this process. Given these circumstances, we kindly request that you reconsider and remove your review, as it may not accurately reflect the service provided by EBI.
★★★★★ 5/5
GoogleRadyah from Ernest-Brooks helped us to find the right property to move into back in October 2020 during the pandemic. Her customer service was absolutely stellar, she really went above and beyond helping us find the perfect home during such a challenging time in our lives as newlyweds, she kept us updated every step of the way and every interaction was delightful. Radyah thank you again Mo & Tazwara.
Also, Joanna has been absolutely phenomenal as she has been super helpful during our tenancy, fantastic level of due care. Wish you and the Ernest Brook team all the best.
Muhibur · 14 June 2021
Agent replied · 13 June 2024
Dear Muhibur
Thank you very much indeed for your kind words and support.
Stay well and safe!
★★★★★ 5/5
GoogleThe words..... 'Estate Agent' normally sends shivers down your spine. That was certainly my experience with the firm I used prior to Ernest Brooks International. I want to shout from the rooftop about this company! Here are a few words to describe my experience. Honest, Professional, Helpful, Kind and Empathetic. They made me feel like I was their only client. Particularly want to sing the praises of Samantha and Paul. They sold my flat within a week, and really helped progress the sale through to completion, having to mitigate it all through a pandemic. Honestly if you have a property to sell in London do not use anyone else!
Georgina · 14 June 2021
Agent replied · 13 June 2024
Thank you very much indeed for the kind words Georgina!
Wishing you all the best from the EBI family!
★★★★★ 5/5
GoogleUpdate: we just completed the purchase of our property today. Samantha and her team are the best advisors I could imagine. She is so responsive, hard-working, and professional. We had a lot of problems and difficulties during the process, Samantha was always there for us and provided the best solutions. I really like her and she earned my trust and respect.
Elliot and Craig are very professional and responsive. They did an amazing job, helped us buy our first property in UK. The negotiation process was difficult but they helped us get a good price for a really nice unit. We are happy to work with them again - hopefully soon!
Lisa · 14 June 2021
Agent replied · 13 June 2024
Dear Lisa
Thank you very much indeed for your kind words and support.
Stay well and safe!
★★★★★ 5/5
GoogleWe had a terrible situation with another central London agent who took our holding deposit but didn’t actually have the flat available. Thankfully we came across Nikita at EBI who madre whole process has been smooth and stress free since fining new flat for us. Best agent we’ve used in London.
Yolando · 16 December 2025
Agent replied · 16 April 2026
Thank you Yolanda, we’re really pleased we could support you after your previous experience. At Ernest-Brooks International, we pride ourselves on providing a transparent and professional lettings service across London, ensuring deposits, compliance and tenancy processes are handled correctly from start to finish. Team EBI!!
★★★★★ 5/5
GoogleI worked with Zhiqi to look for a property and she is the absolute champion! I personally worked with multiple agents before but nothing compares to her. She responses within minutes with all the details/photos/brochures about the properties and cares about your personal taste. She even explain to me how mortgage works or why an option is a good investment. Basically, you don't have a lift a finger! Highly recommendedPositiveResponsiveness, Quality, Professionalism
Nhan · 14 June 2022
Agent replied · 13 June 2024
Thank you for the kind review! Zhiqi is indeed an Ernest-Brooks superstar! Hope you enjoy your new property! Team EB
★★★★★ 5/5
TrustpilotI highly recommend Ahmad as an agent
I highly recommend Ahmad as an agent! He was extremely efficient and responsive throughout the process of finding a property. He understood our requirements quickly and provided options that perfectly matched our needs. His enthusiasm and professionalism made the experience smooth and stress-free.
Li · 16 September 2025
★★★★★ 1/5
GoogleMy name is Ruijiao(Chloe) Ma and I deeply regret renting through this agency. They pushed me to move into a flat right before Christmas that was clearly not ready. The property had a severe odor issue, which has been ongoing and was not disclosed prior to my move-in by the EBI agents(Oliver Gates and Jonathan Wentworth-James). This issue would have significantly influenced my decision to rent. To make matters worse, the wall painting was incomplete, and instead of finishing it before my move-in, they scheduled it after I had already moved in. Staying in a flat with ongoing painting work poses potential health risks due to paint fumes, further adding to the unacceptable conditions.
While they claim the odor is the developer's responsibility, this problem has clearly persisted for some time. The agency failed to disclose it beforehand, breaching basic consumer rights and trust. Communication has been inconsistent, and I’ve had to repeatedly follow up to address problems that should have been resolved before handing over the keys.
For an agency that charges a premium, this level of service and lack of accountability is appalling. I would strongly advise others to avoid renting through this agency if you expect transparency, professionalism, and properties delivered in proper condition.
Updated review:
The CEO of this agency Elliot attempted to threaten me with legal action to remove my truthful review. I will not be silenced. It’s worth noting that this agency has many other one-star reviews on Google and Trustpilot from people experiencing horrible problems with their lack of service and accountability.
Chloe · 3 January 2025
Agent replied · 10 January 2025
Ruijiao, We are disappointed to see your review, which contains several inaccuracies and misrepresentations. At EBI, we strive to provide a professional and transparent service. However, we must clarify and address the points you have raised, as well as provide context for other readers.
Move-in Date
You were not "pushed" to move in before Christmas. The move-in date was proposed by YOU and approved by the landlord. At no point were you pressured or coerced. The suggestion that you were forced into this timeline is entirely false.
Odour Issue
The odour you reference is a building-wide issue caused by a developer pipework defect, which has affected multiple units in the building. This issue arose after your tenancy commenced and was communicated to you immediately once we became aware. Neither the landlord nor our agency had prior knowledge of this issue. We have actively liaised with the developer on your behalf to address this concern.
Wall Painting and Health Risks
The "incomplete painting" relates to a small 3-inch area behind a coat hook where touch-up paint was required. This was clearly communicated to you before your move-in. Claims that this poses "health risks" or renders the property uninhabitable are grossly exaggerated. We have already scheduled the touch-up at the earliest available date, despite this being a minor cosmetic issue.
Transparency and Communication
We have responded promptly to your concerns, often within minutes of receiving your emails. For example:
Your initial email regarding the odour was acknowledged and responded to the same day.
Repairs and updates have been actioned or scheduled promptly, with clear communication provided at every step.
Your claim that we failed to communicate or address issues is demonstrably untrue.
Defamation and Legal Concerns
Your statement that our CEO "threatened" legal action is also false. We highlighted that your previous review contained inaccuracies and misleading information that could harm our reputation. Such communication is standard practice to protect our business from defamatory claims.
We take all feedback seriously and remain committed to resolving any genuine issues for our tenants. However, your repeated false claims and exaggerations unfairly damage our reputation. We have acted professionally and in good faith throughout your tenancy, and your claims do not reflect the facts of the situation.
We welcome constructive dialogue but cannot allow false or defamatory statements to go unchallenged.
★★★★★ 5/5
GoogleWe’ve purchased two new homes in South East London via seminar in Hong Kong and were referred to EBI by a friend in HK also. Elliot arranged everything from furniture packages to snagging. Within a few days of completion, both units were furnished and tenants were secured, almost no void period. A huge comfort when managing property from overseas. If you want a London agent who handles everything end to end and is reachable WhatsApp any time, speak to them.
Michael · 16 December 2025
★★★★★ 5/5
GoogleRented through Ahmed at EBI and they were great from start to finish. The check-in was smooth, flat was spotless. I’ve dealt with a few agents before and this is the first time I’ve genuinely felt looked after. Also special thanks to Phoebe who always replies quickly and is super helpful propty manager!!!
Forrest · 12 May 2025
★★★★★ 1/5
GoogleMy Name is Patience Pamela ******* On 8th Of May 2020 at 12:02HR, I received WhatsApp pictures for Maine Tower Studio & spoke to Renting Agent Maciej I still have the Pictures of the Studio & All Texts Conversation on my Phone as Evidence. This was when the incident below happened. On 19th Of May 2020 at 17:05hr I received an IMessage from Renting agent Maciej (Maj) Hi Pam, expressing His appreciation, If I would kindly remove the review. I have Evidence of this IMessage still stored on my Phone. I did not delete my review because its 100% the Truth & Customers should be Informed then its a matter of Customer Choice.
The Renting Agent Requested a Holding Deposit + An Offer on the Apartment at the same time. I said NO.
Only After My Offer has been accepted by the Landlord will I depart with any money.
I have BTL's and I Have never asked my Managing Agents to take money from Prospect Tenants without Myself the Landlord Accepting The Offer.
I did NOT ask the Renting Agent to Reserve the Flat!
IF YOU HAVE NOT NEGOTIATED AND NOT AGREED ON RENTAL FEE PER CALENDAR MONTH, WHY WOULD A RENTING AGENT ASK FOR A DEPOSIT HOLDING FEE?
PAM · 14 June 2020
Agent replied · 13 June 2024
Dear Patience Pamela
Thank you for replying.
After discussions internally, you did not liaise with our Director Maciej regarding Maine Tower, however you did speak to one of our colleagues Serkan Up.
Your original enquiry came through a different name “Janeke”, my colleague called you to discuss the property you expressed interest in.
He explained in detail that to make an offer you have to place your offer in writing and submit a holding deposit of 1 week which is a standard practice within our industry as advised online via Propertymark. However, without escalating your concern with regards to the standard practice, you decided to go down the route of leaving us a 1 start review.
We take pride in our service and receiving a one star review is out of the ordinary. Our Director called you to understand your reasons behind placing the one start review, which he explained in detail that indeed this is the procedure should you wish to go down the route of placing the offer and he also shared the link to Propertymark’s website which confirmed the same practice of collecting a 1 week holding deposit and placing your offer in writing.
All our calls are recorded and you indeed confirmed that you will be removing the review should the same be confirmed on the website.
I have attached below once again the same link explains exactly the procedure we have in place.
https://www.propertymark.co.uk/advice-and-guides/renting/tenant-fee-act.aspx
★★★★★ 5/5
GoogleWorked with EBI for many years, they rent several flats for me in London and even my old family home in Sevenoaks Kent. Never get a no back from Elliot Craig or Oliver, they are honestly always willing to help me out, cant rate them enough especially being a long-standing client with its perks.
Sam · 13 October 2025
Agent replied · 12 November 2025
Sam, thanks for the 5★ review and for being a long-standing landlord. Delighted that Elliot, Craig and Oliver deliver fast responses across your London lets and your family home. If anyone needs a letting or property management company in London, Ernest-Brooks International is here to help with valuations and compliant management. Team EBI!
★★★★★ 1/5
GoogleI worked with Jason for lettings. Totally bad experience as not professional and many word change. After a lot of negotiation and after paying the one week deposit he changes his words and he totally wasted my time after the chosen property and set price. I’m totally not happy and I totally don’t recommend him or this company. There are way more better agents in London that are more professional and actually want to help their customers.NegativeQuality, Professionalism, Value
Batool · 24 August 2020
Agent replied · 13 June 2024
Dear Batool
We are sorry to hear about your experience you had with us, we take customer feedback very seriously.
As you are aware your offer was declined by the landlord not us. I would like to outline we cannot make decisions on behalf of our landlords and ultimately our job is to make both parties happy during the negotiation stage.
We do not agree with your comments in the review as we did our upmost to agree this deal on your behalf, however the landlord was not inclined renting their apartment to students and hence, your offer being declined. I would like you to also ask your father to remove his google review as this is a breach of Google polices as we have not conducted any business with you or him whatsoever.
★★★★★ 5/5
GoogleThank you Anthony Dorr and Ernest-Brooks team. Really happy with the professional service from viewing to handling the offer. Anthony was brilliant in showcasing the property and taking us through it. Answered every question in full detail and was honest and practical. Handled our offer approach really quick and we were able to get an offer confirmation in just a few hours. Really happy with the service and cant recommend enough.PositiveResponsiveness, Professionalism, Value
Kunal · 24 August 2021
Agent replied · 13 June 2024
Dear Kunal
Thank you very much indeed for your kind words and support.
Stay well and safe!
★★★★★ 5/5
TrustpilotI have worked with Elliot Rainbow for a…
I have worked with Elliot Rainbow for a number of years, from investment sales, assigning units and rentals, EB manage 6 units for me and my family and I trust Elliot from experience, acts for me always and the team is great behind him. I wouldn’t look anywhere else.
B · 25 May 2025
★★★★★ 5/5
TrustpilotErnest Brooks International managed our…
Ernest Brooks International managed our flat at The Wardian and we couldn’t recommend them more highly. The team were responsive, helpful, and consistently professional throughout our tenancy.
Risa · 8 May 2026
Agent replied · 3 June 2026
Thank you Risa for your wonderful feedback and recommendation. We are delighted to hear you had such a positive experience with Ernest-Brooks International at The Wardian and that Jorja was able to provide such attentive support throughout your tenancy.
At Ernest-Brooks International, our award-winning London property management and lettings team pride themselves on delivering responsive communication, proactive tenant support and a smooth rental experience for both local and overseas clients alike.
Thank you again for placing your trust in EBI.
★★★★★ 5/5
TrustpilotVery efficient process for a contract…
Very efficient process for a contract re-assignment purchase that had to be done on a short timeline. Craig was very responsive to all my questions about the property and price negotiations with the seller. Very professional and helpful organisation and would recommend.
Wendy · 11 May 2024
Agent replied · 26 October 2024
Thank you so much for your kind words! We’re thrilled to hear that you had a positive experience with us. Your feedback means a lot to our team and motivates us to continue delivering the best service possible.We look forward to serving you again in the future!
★★★★★ 5/5
TrustpilotCraig our estate agent
Craig our estate agent, recommended the solicitor, which turned out to be a good choice kept us updated with all information & was in constant contact with us & our solicitor, he always answered our questions promptly, highly recommended
Debbie · 29 January 2026
Agent replied · 3 June 2026
Thank you, Debbie, for your review. We are pleased to hear Craig kept you fully updated and supported throughout the process.
At Ernest-Brooks International, we focus on proactive communication and working closely with solicitors to ensure a smooth London property sale from start to finish.
We appreciate your recommendation and are glad we could assist! Team EBI
★★★★★ 5/5
TrustpilotJasmine was our agent
Jasmine was our agent, she is so amazing. She is efficient and adaptable. We even visited the property during the Christmas period. Thanks Jasmine!
Richard · 16 January 2026
★★★★★ 5/5
GoogleI rented a flat through Ernest Brooks in Limehouse. Referencing and contracts were handled promptly, check in was organised and any minor issues after move in were resolved quickly had a snapped bin runner. Friendly team, clear communication and an easy process. Would happily rent through EBI again and recommend them.
Matthew · 13 September 2025
Agent replied · 12 November 2025
Matthew, thank you for the great feedback. Delighted your Limehouse let felt smooth end to end, with fast tenant referencing, digital contracts, organised check-in and quick post-move fixes. That’s the standard we aim for as a London letting agent, with clear communication and responsive property management. If you ever need help with Limehouse rentals again, we’re here. Team EBI!
★★★★★ 5/5
TrustpilotFlat viewing with Blake
I’ve had a viewing with Blake, and I must say he was very helpful and informative! I would definitely recommend him and the agency!
C · 6 May 2026
Agent replied · 3 June 2026
Thank you C Yilmaz for your fantastic feedback about Blake and the Ernest-Brooks International lettings team. We are delighted to hear Blake was able to provide such helpful and informative support throughout your London flat viewing experience.
At Ernest-Brooks International, our London lettings team pride themselves on professional viewings, responsive communication and helping renters find the right London property with confidence.
Thank you again for recommending EBI.
★★★★★ 1/5
TrustpilotLots of lies.
I was given details about a flat I was interested by a representative of Ernest-Brooks International,which turned out not to be true. I paid a £1000.00 to this company on condition not to pass on to any body else and to return this money if anything was not as described. For weeks I have been asking for my money and am still waiting. That is dishonest.
Michael · 22 January 2022
Agent replied · 19 June 2024
Hi Michael, I have reviewed your file. You reserved a property introduced by Ernest-Brooks via Weston Homes, after speaking to their show home and signing their non-refundable reservation form. We are not Weston Homes, as per the reservation form you signed we don’t hold your deposit. You may contact the developer on the details on the bottom of your signed reservation form to request your deposit back at their digression. We did of course request such on your behalf, yet as you signed a legal document with them and decided to withdraw, they can of course refuse. We are not Western Homes so please remove the review and proceed down the correct channels.
★★★★★ 5/5
GoogleSold my flat through EBI, and they smashed it out the park. Proper marketing, loads of viewings week 1 and 2, and got me a cracking deal in no time (under 1 month). They kept me in the loop the whole way with Maglin soring sales progress and made the process dead easy. If you’re buying or selling, these guys are the real deal!
Frederick · 16 April 2025
Agent replied · 10 December 2024
Thank you for your amazing review! We're thrilled to hear that our strategic marketing, high-volume viewings, and expert sales progression delivered a great result in record time. Maglin and the team are dedicated to making the buying and selling process seamless. If you're ever in the market again, we’re here to help! - Team EBI
★★★★★ 5/5
GoogleBest lettings agency! EBI manage properties for me and have done for a few years now. I used a West London agency beforehand and on comparison, I would not go anywhere else! I worked with Elliot Rainbow who has a strong ethos on quick responses and customer service, always on the phone when we need him or the PM team, who I have dealt with Phoebe Maloney and Gary Cole for any issues. During the time with EB I have purchased a buy to let and sold a one bedroom in West London via the sales team, both the selling and buying process were fluent. Kudos to you Elliot and the team at EB when services used, trust me, you won't go else wear like me! Brilliant job, thank you guys! a credit to the agency world
Hayley · 17 October 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.
