Folio London reviews

★★★★★ 5/5

Trustpilot

Fantastic experience of moving during a pandemic!

We unexpectedly had to move out in the middle of the pandemic after 7 years in the same place. To avoid being in a situation like this again, I sought out renting from a professional organisation as opposed to an individual landlord. Folio had the best portfolio of properties at reasonable prices and we wanted to stay within the Bow/Stratford area so we sent an enquiry on a property in Stratford Halo. We recieved a response from Matt O'Neill within 24 hours sending floor plans and videos for suitable flats in the development. One in particular was perfect and we set up a viewing the next day. Within a couple of days we had put down the holding fee and began the referencing process. The only snag along the way was the referencing process, as my partner being on furlough led to some additional questions and a weekend in between caused some delays but aside from this, even this process was paperless and seamless. Our requested move in date wasn't for another month but there was no issue with this and the flat was emptied of all furniture for our move in date. The check in agent who did inventory was extremely thorough and took us through every little fault in the flat so we could rest assured we knew what we weren't responsible for. Any faults are minor - the flat is in impeccable condition!We have only been here a few weeks but already are so impressed with the flat, the systems and structures set up within Folio - we had an issue with a tap that we reported on friday and had fixed by Monday! Mark our property manager is very responsive, despite my many questions! Also massive thanks to Matt O'Neill for everything - he didn't waste our time showing us properties anywhere other than where we wanted and was so responsive to my many, many questions!We look forward to a long period of renting with Folio!

Rebecca · 26 September 2020

★★★★★ 5/5

Trustpilot

Great moving in experience with Regan

Viewing and organising the letting agreements with Regan was a fairly smooth process. Any queries we had regarding the property were well explained and he had even communicated with me after work hours on one occasion! Very professional service on his part. The flat was finished and cleaned to a professional standard when we moved in, and the check in agent was very helpful in giving us all the details on the meters and the working of the building. There are a few minor defects in the flat, though nothing that would cause concern, and overall we are very happy with the whole process and our lovely flat!Regan (the lettings negotiator) has even checked up on us after we moved in to see if everything is OK, and I must say that I appreciate this level of customer service and hope it continues with the property manager.

Don · 16 September 2020

★★★★★ 5/5

Trustpilot

Great place to rent!

Me and my husband lived in Porters Edge - it is a well kept, modern & clean complex. It is great having the concierge service (all the concierge staff are very nice and helpful). Folio offer a good service and are good at responding (non urgent queries can take a couple of days to get a response but urgent matters are handled swiftly). Tonte was our main contact and helped us with all our queries. Thank you for the great service and lovely place to rent. We would recommend and if needed a place to rent in the future would go back.

Grace · 15 September 2020

★★★★★ 5/5

Trustpilot

I would love to thank Regan for all his…

I would love to thank Regan for all his help during all of this and my move to the flat. It’s my first time living out- so you can see I don’t know everything that I should know of- but Regan has made the process a seamless one and worked so hard. With any moving day there are teething problems- but Regan has been attentive, responded quickly ( which I appreciated) and has been very professional. Thank you for everything Regan and I’m sure Ella and Cindy will do a good job on the back of your hard work! Love, Amar

Amar · 8 September 2020

★★★★★ 1/5

Google

There is a smoke problem for 3 years , the neighbours are smoking in the balcolny me and my dad both suffer from asthma and it affects us alot for example in the night i cant breathe due to the smoke and my little sister who is six years old has allergies so it is affecting her health too, they are not taking action on this matter , they are saying "The vents are designed in such a way that the smoke enters the flat" we need someone on the top to sort this out , the maintenence is not very good , every year they want to put the rents up , they are not concerned of the health and safety and comfort of the tenants . I would never ever recommend folio to anyone !

Hiresh · 26 August 2020

★★★★★ 5/5

Trustpilot

I had the opportunity to interact with…

I had the opportunity to interact with one of the letting negotiators from Folio London, Mr. Wesley Greaves, whilst looking for a new flat.Mr. Greaves was immensely helpful and professional. He focused on my individual needs and priorities in identifying a new property as well as facilitating the process as much as possible.He was flexible enough with great reflexes when things did not go as expected. This provided a ground of security and trust on which we could interact much more effectively.I would definitely recommend Mr Greaves as a letting negotiator as he exceeded my expectations.

Michalis · 17 August 2020

★★★★★ 5/5

Trustpilot

Francis was amazing and helped me…

Francis was amazing and helped me through the referencing process seemless

John · 29 August 2025

★★★★★ 1/5

Google

Property Manager ghosted me often. Agent lied about neighborhood and flat condition.

Piotr · 11 September 2026

★★★★★ 5/5

Trustpilot

Thank you Matt + team!

I've been renting with Folio for a year now at City Park West and I can't say I've had any trouble. We decided to move from a 1-bed to a 2-bed in the same block, and during coronavirus I imagined this would be challenging, but Matt from Folio was fab and went above and beyond to get us our new flat. He even helped out with the 3rd party referencing process as it was a little longwinded due to us being self employed, so a huge thanks to Matt for being ace! There was a very small issue with some furniture not being in the flat when we moved in but Matt, Alice and the team worked hard to get this returned back to us, even over the weekend, so just 2 days after we moved it was sorted - no bother at all! There's always going to be problems occur wherever you are living but in my experience Folio have always been on the ball with doing what they can to get things resolved :)

Hannah · 24 June 2020

★★★★★ 1/5

Google

Terrible experience, I have fully moved in a couple of weeks ago and since then I'm finding all kind of issues which the property manager and Folio doesn't want to fix, they are not proactive and very slow. First of all they are using cheap materials and fast fixes which causes lots of problems, like I've got a problem with the toilet, the water tank was releasing only half a kilo of water, I told them that this will cause problems and it will lead to toilet been blocked. It got blocked every day but somehow I have managed to unblock till yesterday when it got completely blocked and unusable. There is another huge problem with my boiler - it is very old and it has two regimes -two switches one to heat water over night another one to heat anytime you want, but as soon as you turn on the second switch, the short circuit break fuse is turning off, which means that there is a short circuit created and someone can be killed in this case me. So, far they(Folio) didn't act quickly and well and didn't manage to resolve my issue, I don't have hot water all the time, and I can't use my toilet anymore. Very slow responses from the property manager and Folio team. To be honest I have read some reviews here and I always trust the negative review because they are more realistic and honest most of the time, but somehow I have decided to give it a try and so far may live become a nightmare, it is a disaster.....so, as one of the people recommended here .... don't ever try to rent with Folio, run far away from them that would be my advice. I wish I could give -100 points but sadly Google does not allow that.

Veso · 14 June 2020

★★★★★ 2/5

Google

Our experience with Folio was one of the best. Tomas is an excellent Portfolio Manager and helped us very much with arranging everything on our moving process. I have changed three different agencies and Folio and Tomas are way better than all of them. Very quick communication between us and Tomas, very professional attitude and the flat in Halo Tower is as amazing as presented on the viewing. I really hope our staying will be the same! Once again, totally recommend it and thank you Tomas very much! EDIT: after almost two years of staying here, I have to report that the building has become very loud and we’re having repeated problems with neighbours having parties on weekdays and playing loud music late at night & early in the morning. The management has failed to deal with the issue so if you are professionals looking for a flat you should reconsider Halo Tower. PS: our contract says we are not allowed to play loud music after a curtain hour but obviously this is not respected by the tenants and management ignores it so if you have loud neighbours and have to wake up early you’ll just have to deal with it or choose another place to move in.

Petros · 14 June 2020

★★★★★ 5/5

Google

Folio London have been our estate agents and I cannot recommend them highly enough. They've been quick, professional and transparent; I would go to lengths to stick with them in future! Not to mention the great flat... Daniel has been our account manager, and he's been very patient and helpful at every step of the way. Thanks Daniel!! Follow up: they continue to be great. Thanks again Folio :) Update (18/01/20): Thank you Sharon for installing the new gate on the property, helping me track down what happened to my bike and for all of the hard work you put into the estate!

Richard · 14 June 2020

★★★★★ 1/5

Trustpilot

Things Have Gotten Worse

If I could give 0 stars I 100% would without a doubt this company, including the company who own them - Notting Hill Genesis.Since my last comment and being in touch with the police officers involved in the cases of women having their doors unlocked which are locked, things have become even worse renting a property through Folio London.The fact it’s had to get to us telling the police how the staff at the City Park West development won’t allow us to make other residents aware there is a possibility of more than one person doing the attempted break-ins - has reinforced how terrible this place is.The police have made it clear EVERY SINGLE RESIDENT HAS TO BE MADE AWARE OF THE SECURITY ISSUES and also recommended speaking to the council and Housing Association ombudsman if Folio refuse to take this situation seriously as well as badgering the ladies who have reported these crimes and have tried making the development aware of this.DO NOT RENT WITH FOLIO. They are quick to take money from you but couldn’t care less once you move in.Oh, also they can’t even keep staff for longer than about 6 months.The last properly manager before Alice was a lot better than this, at least he could admit when there were issues and got them sorted out quickly. Alice, on the other hand, hasn’t been helpful at all.Think it’s time to start getting legal advice as how to handle the incompetence of this sad excuse of a company.

Tenant · 10 June 2020

★★★★★ 1/5

Trustpilot

No regard for the safety of residents, just their own self interest.

Folio London is THE worst company that I have ever had the displeasure of dealing with. Since moving in we have experienced problem after problem. It started with issues with hot water and the associated company overcharging residents, and Folio not doing anything about it. Folio also wanted to charge residents an additional £20 for a parking permit from an external parking company, a parking permit for a space that we already all pay for monthly. It has since escalated, my partner and I were stuck in the lift for an hour and a half, with no follow-up support with the emails I sent regarding copies of lift inspections, and evidence of some kind of procedure with Essex Fire and Police. The lifts are regularly out of service. More recently, there has been a huge issue with security. Homeless people sleeping in the undercover car park, gangs of kids breaking into the car parks, and all with an increased service charge, but with no evidence of an increase in the so-called security we have paid for. The icing on the cake is the most recent issue. Multiple residences have reported that they have had an unknown person entering their home, with keys, meaning that the keys that are held by Folio have either been stolen, or there is someone with access trying to break into residents homes. Considering that previously, when showings have been organised, the staff at Folio have left the keys to multiple properties in an unlocked flat. The police are currently involved and are currently investigating. Folio seem to have a blatant disregard for any of the issues that residents have raised. Imagine if a vulnerable, pregnant, or elderly resident was broken into, was stuck in the lift, or had no access to hot water. You don't want to imagine the outcome. EDIT: Folio have also deleted posts from the Residents Association Facebook page, under the pretence that it is for the 'Residents Safety'....As you can see, residents are angry, and Folio are creating fake reviews to bring their TrustPilot score up. That should speak for itself. As well as reporting here, I plan to also report Notting Hill Genesis and Folio London to the Housing Association Ombudsman.

Eilish · 8 June 2020

★★★★★ 5/5

Trustpilot

An anxious time made easy!

The thought of having to move during this pandemic filled us with so much anxiety, but having someone like Wesley to help us every step of the way made the process an absolute breeze!Wesley was quick to answer any question we had, was always available for a quick call, was polite, professional and just a really great guy.He managed to get us the absolute perfect property, and we couldn't be more grateful for everything he did for us.Reading reviews of agencies had a pretty huge bearing on our decision of which agency to go with, so take it from me that with Folio London and especially with Wesley, you will not be disappointed!

Hugh · 20 May 2020

★★★★★ 5/5

Trustpilot

Great experience!😁

Renting with Folio has been a great experience, particularly going through this process during these challenging times. I moved into the property today (13th May) and Wes was helpful and responded promptly to every question I had, and found us a really great deal that I would have probably overlooked. The referencing and upfront payment process was easy and quick, and I was given everything I need prior to moving in. The only issue would be having to view the property by video. I would have preferred a FaceTime/Skype viewing but I understand this would have been difficult during the lockdown period as we were all avoiding unnecessary travel, so I was sent a video of the property instead. There was also a slight miscommunication between the property manager and Folio about which property I was moving into, which took some time to clarify and was slightly disappointing, but this was resolved in the end. I would certainly recommend using Folio in the future!

Connor · 13 May 2020

★★★★★ 5/5

Google

I had a really great experience with Folio. Hussain Kothia was very patient with me, when I couldn't make up my mind about what flat I preferred and move in date. He was very professional and helpful through the process and responds to emails even after I moved in. The process was very easy and would recommend for letting.

Bussy · 14 June 2023

★★★★★ 5/5

Trustpilot

Francis went above and beyond to help…

Francis went above and beyond to help me through the process. He communicated often and clearly and made sure I was updated regularly on the status of my refereeing.Couldn't have hoped for a better service!

Sara · 18 October 2024

★★★★★ 5/5

Trustpilot

It was a long way through our moving…

It was a long way through our moving process and references done by goodlord which made it look very complicated but in the end the Agent Albert Kohut find a way with his manager in order to finalise our moving process in a shorter period of time as discussed prior.Even if I was annoyed by their partner Goodlord,The agent Albert Kohut was very helpful in our moving process and I believe he played his part in full.Thanks

Ramez · 23 November 2020

★★★★★ 4/5

Trustpilot

Good commute to London

I lived in City Park West in Chelmsford for 2 years. My experience was varied and unusual having moved from my original 1 bed to a 2 bed half way through due to covid.I would highly recommend to those working in London but wanting to escape at the end of the day. Everything is still on your doorstep.The current account manager, Agata, has been really helpful and understanding when I have needed to contact her.

Tom · 7 May 2021

★★★★★ 5/5

Google

Jekabs was fantastic; attentive & responsive. He made the whole process super easy. Very happy with the service & would recommend.

Roko · 16 April 2025

★★★★★ 5/5

Trustpilot

Thank you to Folio

We are truly grateful to Folio (Ella Nash and Daniel Novitt) who provided us with the upmost support and professionalism when we were trying to deal with some very difficult issues which we had with our flat (after we were flooded) and its previous managing company. We could not be more grateful and wished that Folio had taken over sooner. Ella and Daniel were very instrumental, honest, understanding and very proactive. They arranged for our repairs to start immediately and were very flexible about our availability. Their actions have totally restored our trust in renting.A big thank you from Eva & Marie (properties in NW9)

Eva · 4 October 2019

★★★★★ 3/5

Trustpilot

Updated review

EditAfter moths of being ignored Sharon was able to resolve the problem for me and returned my money back.Thank you Sharon..........,.........Disgraceful service!!!Used Folio years ago and recently they charged me incorrectly and made me pay twice some fees. (Years after leaving this renting company)After showing all receipts they have recognized it, but still they don't return my money back! Absolutely horrendous and lack of respect!Don't recommend at all.

Laura · 3 May 2022

★★★★★ 5/5

Google

Francis is a credit to your team. Knowledgeable and friendly and really made a stressful experience of moving very easy!

Sohail · 16 April 2025