Estates and Lets Ltd London reviews

★★★★★ 1/5

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Amazing house/ landlord BUT terrible agent!

Amazing house and Lovely landlord, but the agency has been genuinely awful

Anna · 8 July 2026

★★★★★ 5/5

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My property manager Briana Trejos has…

My property manager Briana Trejos has been exceptionally throughout my tenancy.

Kasum · 18 March 2026

★★★★★ 5/5

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Shona West managed and project managed…

Woking OfficeShona West managed and project managed a very substantial and complicated home flood insurance claim , which took 9 months to complete. She consistently addressed and followed up with Insurers and communicated and appraised us of progress. Her suppliers were excellent as was the main contractor Westworks and team, who put the house back together.We have worked with Shona for the past 5 years who has delivered outstanding service for which we are most grateful.

Clive · 21 October 2023

★★★★★ 1/5

Trustpilot

Won't release deposit

This review is specifically for the poor service we have received from Katy Harris, the head of property management - home counties, head office.We had left our rental property over 6 weeks ago, the checkout report summary was that we had left the property in better and cleaner condition than when we moved in 18 month prior. We have always paid rent in full and was expecting a full refund of our deposit quickly.How wrong that turned out to be. The person in charge of this is Katy, she has been making endless excuses to delay this process. We are so fed up. We had been spending weeks over the emails and on the phone, trying backwards and forwards to contact the landlord and do the job for Katy, trying to get this sorted, but she would not return our phone calls, didn't bother to call our landlord to get the information she says she required, didn't understand why there is no deduction claimed from the landlord, delaying to release the deposit by making all kinds of excuses ...so you readers please stay away from this estate agent! When they want your deposit, they would act in timely fashion, but when it comes to release the deposit, if they have no excuses to deduct any money off, it just simply doesn't make sense to them, they will go to the end of the earth to find a reason, otherwise they don't release deposit at all.

Sharon · 4 June 2024

★★★★★ 5/5

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Rino was super helpful and polite over…

Rino was super helpful and polite over the phone this morning. He went above and beyond to organise a viewing for us at the earliest convenience, which was very appreciated!! Thank you Rino!

Phoebe · 13 May 2024

★★★★★ 5/5

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Brook Green office

Making a point here to say Jordan at the Brook Green branch since he came into the role at that office has been outstanding. Honest, clear communication, always responds quickly when he can and clearly does his best to ensure everything runs smoothly in a very difficult and competitive business. A credit to the firm.

M · 27 March 2026

★★★★★ 5/5

Trustpilot

Efficient & Friendly!

I spoke with Ashley Kopti this afternoon and her service was excellent. She quickly brought up the information for my enquiry and explained very well, allowing me to understand the reasoning for the info, along with the next steps. Afterwards I was asked more detailed questions to help narrow my search to find suitable properties for my budget. Overall, Ashley was extremely helpful and I was able have an efficient conversation with a person that is friendly and great at their job! :)

Banno · 24 May 2023

★★★★★ 5/5

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Helpful Clerkenwell branch.

I dealt with the Clerkenwell branch.Rahat was helpful in arranging the move-in to my flat. Alex was helpful in showing me the property and arranging the rental.Thank you.

Robert · 24 July 2024

★★★★★ 1/5

Trustpilot

I signed up with SA early Feb

I signed up with SA early Feb, some guy came around to evaluate my flat. Upon seeing my 17yr cat who is obviously very benign, he acted as if it were a 50 foot boa constrictor and kept jumping away! We ended up outside my front door for most of the evaluation. He later claimed to be allergic to cats. I asked him how he intended to do viewings as I would be unable to put my cat anywhere else. I only have a studio flat which is one room. He said mostly his colleague would do viewings. It was around 2.5 weeks later when SA finally published my flat, they had me sign and return a contract within days yet they spent more than a week organising a photographer and more than another week to actually publish it on the main websites.A few days after without any warning his colleague called saying she was coming around at 12 with someone.After the viewing I never heard anything back and after a few weeks I replied on the back of what looked like an automatic marketing email from them. The reply address was the guy who'd done the valuation.I never heard anything. I went to view a flat, liked the flat and put in an offer which was accepted. The estate agent who dealt with me on the flat I wanted to buy said he'd called SA and suggested they reduce the price on mine so as to get more viewings in and try to get offers on mine so that i could start the selling and buying process. Weeks went by with my receiving these weekly marketing emails. I clicked on the link in one of them and it merely took me to pictures of my own flat. I responded on the back asking what these marketing emails meant as they did not give me any info or analytical data on my own flat. No response.Many many weeks went by with no word whatsoever either by email or phone from SA. I did ring once or twice only to be told the person dealing with my case was on the other line and would call me back-no call back happened. I then had a spat saying i felt they were not being pro active, the guy said it's not my fault no one is interested in my flat, that he couldn't make people buy it!Eventually -after finding out that i had lost the flat i had put the offer on-the vendor couldn't wait, they had another offer. I sent an email to SA giving 28 days notice, no response!I waited 3 weeks and made a complaint to the ombudsman, i screenshot the complaint and sent it to SA's complaint email contact listed on their website. No response whatsoever.Last week-some 10 weeks after i made the complaint-almost 3 months after giving my notice to quit the contract i had a phone call from SA's head office she immediately said she was not the correct person to speak to!Their lack of engagement i feel is down to disinterest, and laziness on their part. I'm glad i got free of them- i could have sold my flat and gone to live somewhere nicer and now i'm trapped because of their lack of engagement and pro activeness. They obviously don't give a toss about their customers, i presume their lack of care over me was down to the fact my property is low value in their eyes.

Rowena · 22 April 2023

★★★★★ 1/5

Trustpilot

Do not ever deal with this agency

Do not ever deal with this agency. It's a trap. After signing the tenancy agreement and locking their profit, they will not bother with the problems you have. They will refuse to add and communicate with you via WhatsApp, no matter how serious an issue is going on. You will have to call their fix line and try your luck.

Sarah · 2 February 2026

★★★★★ 5/5

Trustpilot

Above and beyond…

When I say Joanne went above and beyond to close the deal, I can’t stress that enough. I agreed to purchase a property in March 2022, but the sale didn’t go through until January 2023. Despite the deal potentially falling through and me preparing to pull out at various stages. Joanne reassured me to persevere, kept me informed with the latest updates and was very professional throughout. The deal wouldn’t have gone through without her guidance. Can’t thank Joanne enough.

Micheal · 24 March 2023

★★★★★ 4/5

Trustpilot

Letizia Lupi is a rockstar

Our initial relationship with Stirling was a bit rocky as one of associates assigned to us wasn’t responsive to our email and required us constantly follow up with them.However, things turned around after Letizia Lupi took over as our property manager. She was a god sent and was highly accommodating of our requests when we had maintenance requests with a new born.I’d have given a 5 star if only we got Letizia as our property manager from the beginning.Highly recommend her!Thank you!

Ankit · 9 March 2023

★★★★★ 1/5

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I had a very disappointing experience…

I had a very disappointing experience with this company. I understand that humans can make mistakes, however when i approached them with my complaint they dismissed it without even acknowledge any points i had raised, as if they didn't care. It was extremely upsetting. They have passed me over to the CEDR and i will be taking the complaint to them. I hope something positive can come out of this rather negative experience.

Stan · 7 August 2024

★★★★★ 1/5

Trustpilot

One of the worst agency experience…

One of the worst agency experience ever! do not trust or get involved with these guys in the Staines office, they play with your time and don’t treat you with respect, ignore your calls, and never call back, that when you have placed an offer.We were told we don’t have an answer as the owner is not replying, we through something is fishy, my wife called back from another number after two days and she was told that we have just accepted the holding deposit on this apartment. Shame on such agents! Fully story below:We viewed a couple of apartments with Sterling on Tuesday evening at 6 PM. Next morning we emailed them our offer at 9:00 AM. Kept following up with them for half a day to get an answer we have not seen the offer as we have been very busy. After they saw the offer, they said they will talk to the owners and come back to us. They knew that we wanted to close this quickly and were evaluating this vs. another property which was our second preference.Whole of that day and even the next day, the associates kept ignoring our calls. I got a message back saying he would call me back soon, but that soon never happened as well.We were just trying to revise our offer but they never wanted to talk. We were told the owner is overseas and is not replying. The next day when we were told that the owner is not replying, we felt something is fishy and my wife decided to call them to ask about this property, she was told they have accepted the holding deposit on this flat.Clearly we were treated super badly. we would never recommend this office to anyone else. You have 2-3 other agencies just down the road, you are better off going there. At-least we can assure you would be treated with respect and you wont feel ignored.

Raunak · 8 March 2024

★★★★★ 5/5

Trustpilot

Mr Casini Bikram

While not having met Mr Casini Bikram face to face, I have been dealing with him over the phone for several months. I can say that he has been helpful, has a positive outlook and has a good manner. Overall my experience with Sterling Ackroyd has been a good one. They rented my flat within a day at the full asking price. And fingers crossed the tenants seem to be good, compared to the previous ones through another agency. Well done!

Jivaretnam · 11 January 2023

★★★★★ 1/5

Trustpilot

DO NOT USE AVOID

DO NOT USE Staff are very rude their rates are ridiculously high! They dident submit my invoices to my deposit so now I’m £1000 out of pocket I have been waiting 2 weeks for them to give me an update and NOTHING! It’s ME chasing them. The management change without telling you!! AVOID AT ALL COST !!!!!!!!05/03/24 - I logged a complaint last week and they said they will respond within 28 working days but I’m still out of pocket!! I always have to reach out to them no one has bothered !! DO NOT USE THEY ARE USELESS

Lyndsey · 5 March 2024

★★★★★ 5/5

Trustpilot

Really good service when buying a…

Really good service when buying a property. Jack from the Guildford branch was very helpful. Responsive when trying to organize second and third viewings with very little notice. Felt like Jack was on our side when we re-negotiated our price with seller.When our mortgage application was a little slow we were chased enough that if I was the vendor I think I would be happy I was up to date, but not so much it was a real irritation. Highly recommend.

Richard · 6 January 2023

★★★★★ 5/5

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Marc Twinberrow associate property…

Marc Twinberrow associate property manager has always been extremely helpfully in resolving any issues I have and being a client who lives in America having someone like him on your team is a blessing

John · 27 July 2026

★★★★★ 5/5

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I recently needed help regarding a…

I recently needed help regarding a valuation on my house and also needed help to find a smaller property in my area, Sandra Holmes was brilliant at arranging this for me, with her colleague both her and Rob Dawson made sure that they held my hand all the way.Thanks so much for your personal and unique understanding of my needs. Brilliant service, keep the good work up.

8 · 13 December 2023

★★★★★ 5/5

Trustpilot

Absolutely brilliant!

We dealt with the Egham office where Mark. Ben and the team were brilliant. Quite frankly there was no comparison when selecting the estate agent we wanted to use compared to others in the area. Mark & Ben were very professional and were always on hand to answer questions giving us so much support through the whole procedure. From the valuation, viewings, paperwork through to completion it was a pleasure to deal with them. Five stars plus plus from me!

Rebecca · 5 December 2022

★★★★★ 5/5

Trustpilot

From the moment I started talking to…

From the moment I started talking to Daniel in Sept 2020, I found him to be highly professional, respectful with great customer services skillsAlthough at the time we were not looking to sell it was important that I had someone I could trust and rely on to give me an honest appraisal of the property market. After our initial conversation I asked Daniel if he could phone me on a monthly basis to discuss the market both on a micro and macro level. This he did without fail and when I was ready to sell he put me in touch with Liam and his team in Dalston who provided great support. They sold 3 properties for us in a 6 month period. I would highly recommend Daniel and the rest of the Sterling Ackroyd team.

Evan · 22 November 2022

★★★★★ 4/5

Trustpilot

Great attention

throughout the past year, I was renovating a property in Twickenham. It took much longer than anticipated, so I asked Ashley Kopti to keep in touch with me. The project took much longer than expected, but Ashley kept me focused by calling me on a regular basis for an update for which I was grateful.In the end, because of the downturn in the financial markets - thank you Liz Truss - I was unable to sell my flat.But I appreciated her attention. I will use them in the future.

Sharon · 22 November 2022

★★★★★ 1/5

Trustpilot

This company people doing scam when he…

This company people doing scam when he take ur deposit he is very nice when they take ur money after they told some thing is problem and not gave u key and never give back ur money carefull if u want any property

Ashish · 15 May 2026

★★★★★ 5/5

Trustpilot

ELLIS CRAIG

Ellis was very helpful and explained everything about the sales process. Made things simple and easy to understand.

Sean · 15 October 2024