Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 1/5
GoogleStarted off well. During our lease, we had to constantly battle to get the basics sorted. Mold smell, regular hot water issues which we were not compensated for. We were told to boil the kettle for a bath. Bills which were not included when we asked at the start of the lease, which were then asked of us at the end of the lease, even though we had this in writing from the agents. Some staff were friendly but some were very condescending and rude. I understand the job could be pressured but overall we had an awful experience.
Bradley · 17 April 2025
Agent replied · 24 August 2024
Dear Bradley,
We're sorry to hear of the issues you had during your tenancy, particularly the issues with our staff team at Battersea Square.
We take your feedback extremely seriously and will ensure to improve on this in the future.
Kind regards,
Customer Care Team
★★★★★ 5/5
GoogleJess has been managing two flats for us for the last ten years and is really great - very responsive and quick to resolve issues. Absolutely lovely to work with as well.
Sasha · 17 April 2025
Agent replied · 27 May 2023
Thank You Sasha for posting such a great review and for your very kind comments regarding Sandra.
★★★★★ 5/5
GoogleI have found First Union’s care and attention to exceptional customer service to be unusually high. Emma seems to set the tone, has consistently given good advice on the property and clearly makes time to stay personally well informed on both the detailed state of the property and the local market. Everyone I have dealt with in the company exhibits the same high standards of service and customer care.
I initially let the property with a large national chain and along with the high turnover of managing agents and slow responses I was regularly surprised with high, unexpected costs and had to prompt actions myself.
In contrast when I changed to First Union:
- Jessica became my point of contact for day to day property management and is still looking after my property (since Sept 2018).
- Jessica is not only diligent and professional, she is extremely responsive, unerringly polite and has a great knack for making sure there is consistently great communication with both myself and my tenants.
- I have a high degree of trust; it is rare if ever that I have to prompt action or ask a question
- Costs have always been clearly explained and communicated early and are consistently reasonable
- I have never doubted that my property and tenants are being proactively well managed
- Every change of tenant has been well managed and First Union consistently finds good tenants.
Simon · 17 April 2022
Agent replied · 27 May 2023
Thank You Simon! Thanks for taking the time to post such a great review. It is very much appreciated by everyone at First Union.
★★★★★ 5/5
GoogleJohn was wonderful, he promised at the start to be with me every step of the way and he lived up to that promise throughout the conveyancing process. He’s an honest and open communicator who kept me updated throughout, making sure I understood what was happening and using his specialist knowledge to interpret information for me. Other staff were always friendly and helpful, and messages left were passed on in detail and returned promptly. Estate agency in general doesn’t have a great reputation but that wouldn’t be the case if more of them were like First Union. I’ve no hesitation in recommending them.
Jenny · 17 April 2022
Agent replied · 27 May 2023
Thanks Jenny. That is lovely feedback and very much appreciated.
★★★★★ 5/5
TrustpilotAmazing Sales Team
I deal with loads of agents on a daily basis. Claire and Caroline are amazing to work with and I always enjoy our conversations. There is always someone available to help me with what I need. Lovely sales team that always delivers.
Mike · 21 November 2024
Agent replied · 23 December 2024
Dear MikeCustomer care is important to us so we really appreciate you taking the time to leave a review and for giving Caroline and Claire a 5 star rating! Many thanksCustomer Care Team
★★★★★ 5/5
GoogleSandra was my letting agent and she was very helpful. She answered our questions whenever we had them and worked hard to get us our flat- thanks Sandra!
Georgia · 17 April 2025
Agent replied · 8 November 2024
Dear Georgia Christie
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 5/5
TrustpilotIt came a moment when we should either…
It came a moment when we should either find another tenant or renew the current lease contract with the actual tenants. Without being into UK for quite some time, we are not cleary aware of any changes in the rental market. Uwais Malilk has been very precise in all information given to us and options we could take and is very efficient to conclude a renewal with our tenants with conditions cited before.
Dora · 19 July 2022
Agent replied · 5 July 2023
Dear Dora,Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating! Many thanks, Customer Care Team
★★★★★ 5/5
GoogleJess is fantastic. She’s been managing my property for a number years now and I’ve never had any issues. Communicative and great to work with.
James · 17 April 2025
Agent replied · 17 April 2026
Dear James, thank you for your wonderful 5-star review! We’re very happy to hear that Jess provided you with an excellent service. Our team is dedicated to ensuring you receive a smooth and professional experience and your kind words mean a lot to us. We really appreciate your support!
★★★★★ 1/5
TrustpilotAwful and unprofessional
Letting through portico Bloomsbury has been the most stressful and awful experience. They hardly ever reply to emails even when our flat had no heating for a month. Their work is inconsistent and often unprofessional. After moving out it has been over a month and we still have not received our deposit back. Property manager Charmaine Fernandes refuses to reply to emails. I’m honestly fed up of dealing with portico, I just want my deposit back so I can be done with them.
Upset · 14 September 2020
Agent replied · 30 December 2023
Thanks for providing more details. We have escalated your issue and will get one of the team to get back to you as soon as possible.
★★★★★ 4/5
GoogleLaura was very helpful, always being responsive and professional. She helped me communicate efficiently with the landlord and addressed all my questions promptly.
Irin · 17 April 2025
Agent replied · 8 November 2024
Dear Irin Satheinsoontorn,
We are very happy we could provide you with a positive customer experience.
Kind regards
Customer Care Team
★★★★★ 5/5
TrustpilotReally friendly and efficient staff
Really friendly and efficient staff. It’s been such an easy process from start to finish, replies to our queries were answered very quickly . All in all very good service - would reccomend.
Hywel · 17 April 2026
Agent replied · 11 June 2026
Dear Hywel Williams, Thank you for your wonderful review! We are thrilled to hear that you had a positive experience with us. Your feedback motivates our team to continue delivering exceptional service. We look forward to welcoming you back soon!
Kind regards, Customer Care Team
★★★★★ 5/5
GoogleSandra has been incredible to work with. She was assuring, accommodating and super responsive making the leasing process less stressful and challenging.
Reem · 17 April 2025
Agent replied · 24 October 2024
Dear Reem Khorshid
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 1/5
GoogleWe were very disappointed with the service we received from them. We rented a property from them they didn’t even turned up on the handover date. We were not given the correct information regarding the parking which i the end we had to pay for. Three was a mess in a garden all they asked was contact the landlord. We had to chase them for the inventory, very poor communication. Definitely not recommending them.
Reply to comment below;
Thank you very for replying back.
Just to be clear on the issues. We had noticed the mess in the garden but we have been told by the agent at the time that this would be adressed and cleared before we moved in. With regards to the parking when we initially viewed the property, we had enquired about the parking as we knew we had to accomodate 2 cars. Your agent informed us she did not know but would inquire and get back to us. At a later date, she told us that the parking was free for residents. It was only when we enquired to the management company about the parking that we were told we would need to apply for permits, there would be a charge for the second permit, and there was no guarantee they could be issued to us in time for our moving in date.
We are happy to hear you have addressed these issues with the team and hope that future clients will not experience the same level of poor communication as we did.
CG · 17 April 2020
Agent replied · 27 May 2023
I am sorry to hear that you found our service disappointing as this is something we strive to excel at. I have looked into your situation and would like to respond to your comments; You met the inventory clerk at the property who carried out the check in and he then released the keys to you. It is usual for this process to take place and there is no requirement for the agent to be there. However, you would have been informed of this when you attended the office to sign the contract. With reference to the parking arrangements, we did everything we possibly could to give you the correct information - specifically that as the property had permit parking, the first parking space would be free, and the second parking permit (if required) would be chargeable. Once your tenancy had started, it seems you were informed by someone that there was the use of a garage. However, as we previously and patiently explained to you, at the time we negotiated the let with yourself and the Landlord, this was not included (nor advertised as so) and therefore not part of your tenancy. I am very surprised by your comments about the garden, as obviously you had viewed the property before you agreed to take it. Your tenancy started during the winter months, and the garden would not have changed dramatically from your viewing to the move in date. Our instructions for you to contact the Landlord for any problems during your tenancy, is because the landlord managed the property. This means he is the contact who organises and pays for any work that might be needed. I do appreciate that from your point of view this may be frustrating on occasion, as your contact is initially with us. However, we act as an agent for the Landlord and therefore we are not in a position to incur costs on his behalf. Finally, I can see that you were sent the inventory around 3 weeks after you moved in and I agree this is longer than usual. As you moved in 18 months ago I cannot confirm what the delay was. However, it may have been that the clerk was awaiting payment from the Landlord before releasing the report, there would be no reason for us to hold onto this information and our usual process is to send it out the day we receive it. As you are still living in the property, I hope that your initial frustration has now subsided and you are enjoying the apartment. Whilst I am satisfied that our service was fair and honest in dealing with the issues you have mentioned, I am still very disappointed that the process has left you feeling angry with First Union. I do intend to discuss with the team how we could have made things feel more agreeable to you, whilst at the same time maybe not being able to change the actual circumstances.
★★★★★ 5/5
TrustpilotExcellent customer service from Tauqeer
Excellent customer service from Tauqeer, who helped me find the perfect property. The entire process was smooth, clear, well explained, and completely stress free from start to finish.
Uthmaan · 28 April 2026
Agent replied · 11 June 2026
Dear Uthmaan
We greatly appreciate your 5-star review and the time you took to share your experience with Tauqeer. Your feedback is invaluable and motivates our team to continue delivering exceptional service. We look forward to welcoming you back soon!
Many thanks,
Customer Care Team
★★★★★ 5/5
GoogleRecently found a property to rent with portico. Sandra was incredibly helpful throughout the whole process, which went very smoothly. She answered any and all questions promptly and honestly. We are very happy with the service provided and our new flat.
Billy · 17 April 2024
Agent replied · 1 October 2023
Dear Billy
Thank you again for taking the time to let us know how we did. We hope you have a great day.
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 5/5
TrustpilotI have had an amazing experience here
I have had an amazing experience here. They made my move very smooth and easy, especially when I came from another country - the stress was taken away! Jodie was incredible during this experience. Thank you so much team.
Meg · 24 July 2025
★★★★★ 5/5
GoogleSandra was super helpful and professional throughout the entire process, really appreciated the quick turnaround.
Rasim · 17 April 2025
Agent replied · 24 December 2024
Dear Rasim Aroglu
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 5/5
TrustpilotJust want to thank Michael for all the…
Just want to thank Michael for all the help he gave us in finding our perfect flat. If any of my friends need a property I will sure recommend Michael. Regards
LUISA · 28 August 2024
Agent replied · 23 October 2024
Dear LuisaCustomer care is important to us so we really appreciate you taking the time to leave a review and for giving Michael a 5 star rating! Many thanksCustomer Care Team
★★★★★ 5/5
TrustpilotExcellent service
I had the pleasure of working with Adam, I must say that he was a true professional. He was always available to answer any questions I had, and he made sure that I was comfortable with every step of the process. Overall, I would highly recommend Adam to anyone looking to buy or sell a property. His professionalism, knowledge, and attention to detail make him an excellent choice for anyone in need of a reliable and trustworthy real estate agent.
Alexandrina · 13 September 2023
★★★★★ 1/5
TrustpilotBy far the most unprofessional letting…
By far the most unprofessional letting agency I have ever dealt with. Would like to start off by thanking Flora and if I could write a 5 star review for her I would, far too qualified to be working amongst such incompetent individuals. However the reason behind my review is to warn people who are currently working with Fahad, this boy is by far the most unprofessional estate agent I have ever dealt with, bad attitude and we are now having to take legal action as we found out he had entered our property after us providing 4 emails and 8 phone calls advising he is not to carry out viewings on that day however, he could the following day. Despite us declining access and asking for confirmation he will not be attending the property multiple times he still went ahead to show our home to complete strangers (may I add we are 2 young girls and we had left personal belongings we would not want being seen on that day). In addition to his breach of the tenancy rights act, trespassing and foul attitude he also lied on multiple occasions advising us only 2 viewing were carried out, we later spoke to his employee to find out 13 viewing went ahead! (please note when he notified us of the viewing he only advised of 1 viewing). We are currently seeking legal advise as one of us is in treatment and on medication for severe anxiety through the NHS and his actions has caused distress and paranoia about being in our own home which we are paying a large amount of money for. If I could give him 0 stars I would. I’m a previous sales negotiator and letting manager so I know one of the first things you learn when you get into the game is always comply with the tenancy act as there can be serious legal consequences, this boy should not have a job which holds such responsibility as he is clearly incapable of the standard the job holds you to.
Nia · 2 August 2024
Agent replied · 24 August 2024
Dear NiaWe appreciate your feedback and thank you for taking the time to let us know about your experience. We strive for nothing less than excellent service, and we always take it very seriously when we hear of any dissatisfaction from our customers. We are sorry we did not meet your expectation in this instance. If you would like to contact us at customercare@lrg.co.uk we will be happy to look into this for you.Many thanksCustomer Care Team
★★★★★ 5/5
GoogleJess is brilliant. Super attentive, understanding and easy to get hold of, excellent service!
Rachel · 17 April 2025
Agent replied · 17 April 2026
Dear Rachel, thank you for your 5-star review! We truly appreciate your feedback and are pleased to hear that you had a positive experience. Thanks again for your support!
★★★★★ 5/5
TrustpilotProperty sale
Caroline was the selling agent when we bought our property is Chiswick and when it was time to sell we didn’t go anywhere else as we knew Caroline would do the best job and get us the best price. Caroline is an expert in the Shepherd’s Bush / chiswick area and uses her knowledge of the neighbourhood / commuting tricks / childcare provision / yoga classes to really engage prospective buyers. It’s clearly a tricky time at the moment but our place was sold quickly at a good price, and Caroline navigated several bumps in the road to resolve things quickly and always to the best outcome. Caroline was always on the end of the phone which reassured me greatly and she and her team made the moving process as stress free as possible, also advising us on how to manage our purchase when the selling agent we bought from was less than helpful. She knows how the market works and her advice always proved true. Thanks so much Caroline!
Deanna · 31 August 2023
★★★★★ 5/5
GoogleJohn went above and beyond for us and helped speed the sale along. John was very warm and friendly making what can be a stressful experience for a first time buyer, enjoyable. John was quick to respond to emails and even sourced documents that our solicitors had requested from the seller’s solicitors that were holding up the sale. Cannot recommend John enough!
Bianca · 17 April 2022
Agent replied · 27 May 2023
Thank You Bianca! That's lovely feedback.
★★★★★ 5/5
TrustpilotTauqeer Altaf is very helpful and professional
He was very helpful and professional. He showed me the property clearly and answered all my questions. Great service. Highly recommended.
Mustafijur · 28 April 2026
Agent replied · 11 June 2026
Dear Mustafijur
We greatly appreciate your 5-star review and the time you took to share your experience with Tauqeer. Your feedback is invaluable and motivates our team to continue delivering exceptional service. We look forward to welcoming you back soon!
Many thanks,
Customer Care Team
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.
