Trusted Agent profile · London
★★★★★
1,429 reviews across 3 platforms
2, Killick Street, London, N1 9FL
Folio's office in London, at 2, is rated 4.4 out of 5 across 1,429 reviews on three platforms, including 507 Google reviews rated 4.2.
Every review we hold for the London office, from every platform, shown as written. First names only.
5/5
GoogleWe are very pleased with our experience so far with Folio; the process of finding a home and setting up the tenancy has been really smooth. A special thanks to Amy, who has been so helpful throughout the process!
Thank you for your review Elliot! We are glad you had a great experience with Amy and the Folio team!
5/5
TrustpilotThanks to Charlie
Thanks to Charlie, We had a really nice and seamless experience of the whole process of renting an apartment.Compared to other real estate agents, Folio and Charlie made sure the tenants have a fair chance on getting the property avoiding nasty bidding wars.He was also very quick with his response and provided complete transparency!BestAkansh
Thank you for the positive feedback, we are pleased to here of your experience with Charlie and the Folio team!
5/5
GoogleCindy Anderson has been looking after our property for over 4 years now and has always been a pleasure to deal with. All issues are responded to in a timely fashion and dealt with professionally and efficiently. …
Thanks for the positive feedback Mark, it is great to hear of your experience with Cindy and the Folio team!
5/5
GoogleAmy Dembele has been attentive, professional, and incredibly helpful with all of our queries for our new flat. She has supported us throughout the process ensuring everything went smoothly. Thank you Amy for making the process so seamless!
Thank you for the positive review, so glad our team could be of assistance!
5/5
GoogleI have recently moved out from a property managed by Folio after living there for 5 years. Very good and efficient property management by Agata. She has been excellent. She’s always helpful and quick to respond.
Thank you for the review, we are so happy to hear this feedback 😊 …
5/5
GoogleReally excited to move into our new flat. Charlotte did a great job showing us around the beautiful flat, amenities and local area. Thank you, Charlotte!
Thanks for the review George, we appreciate the positive feedback 😊 …
5/5
TrustpilotStraightforward process with Folio
Charlie Morton was our Lettings Negotiator from Folio, he was responsive to our queries and during our viewings. He was quick to resolve any issues, very proactive and informative.He made our application process very smooth.The overall process with Folio was quite straightforward and their website has a lot of information for FAQs.
Thank you for sharing your feedback, we are pleased to hear of your positive experience!
5/5
GoogleI been with Folio (Royal Wharf) for about a year now and so far personally speaking I had an excellent experience with my property manager - Gina. She has been diligent with my requests and made sure all my issues are timely handled and resolved (eg. I had logistic issues while moving into the flat as it was during holidays, I also had issues with parking management, and quite other few -- all of this issues are unpredictable but Gina made sure she owned it and resolved it for me). My evaluation is based on how the issues are handled and my overall experience with Folio from the time viewing a property to renting for year.PositiveResponsiveness, Quality, Professionalism, Value
Hi Girish, Thanks for taking time to write this review and for sharing your experience of dealing with Gina online. It's pleasing to hear that our Property Management service levels are satisfactory :) Have a lovely day, Folio Marketing Team.
5/5
TrustpilotSpencer from Folio London was…
Spencer from Folio London was absolutely amazing. I was moving from another country Spencer made this move so simple & stressfree. He listened to what I wanted, went above and beyond to help me secure the type of property I required in light speed time. Spencer was professional from start to finish! I’m looking forward to moving into my new place. Thank you again Spencer!
5/5
TrustpilotKornelia the letting agent Kornelia…
Kornelia the letting agent Kornelia what a asset to the folio Team her passion and knowledge for the job are unmached she she answered any questions that I had she also recommended me a few things to do in the local area the move in was smooth and easy would highly recommend Kornelia.
Thank you for sharing your positive experience with Kornelia and the Folio team!
1/5
GoogleAbsolutely terrible experience. I spent over a month going back and forth with this agency, providing every document they asked for, proof of income, ID, references, and even a satisfied CCJ letter. Despite meeting all their criteria, they kept moving the goalposts and asking for additional, unnecessary documents that weren’t relevant to the application. It became very clear that we were being treated unfairly, and I can’t ignore the fact that race may have played a role in how we were handled. It felt discriminatory and completely unprofessional. They wasted our time, gave us false hope, and ultimately refused to give us the property without a valid reason. I would not recommend this letting agency to anyone, especially if you’re Black or from a minority background. People deserve to be treated with fairness and respect, and this agency failed on both fronts.
We’re sorry for the frustration caused by the length of the process. We require all applicants to meet the same referencing criteria, and in your case, more information was needed for us to proceed with tenancy. Unfortunately, the criteria was not met and we could not proceed further, this was not intentional, and we have also refunded your holding deposit. Our decisions are never based on race or background- we have a very diverse team and tenant’s in over 3,000 homes across all of London, we simply follow required referencing standards. Thank you for your feedback.
5/5
TrustpilotRaidah has been excellent - I recommend Folio
Raidah has been excellent - answered all queries promptly, dealt well with all requests, was flexible, friendly and professional. Raidah even helped us with things when it wasn’t really her responsibility, going above and beyond. We’ve now moved in and really like our new place. Honestly a breath of fresh air after dealing with other letting agencies and agents, who don’t answer or return calls, leave you in the dark and anxious about finding a place, or sometimes just outright behave appallingly.
Hi Ana, Thanks ever so much for the kind review. It's much appreciated! Folio Marketing Team.
5/5
TrustpilotImpressive service
My colleague and I recently rented a flat managed by Charlotte Goodyear, Lettings Negotiator for Folio London. She was very prompt in answering all queries and would go to great lengths to solve some difficulties we faced during the renting process.
Thanks David! Glad you had a positive experience with us 😊
5/5
GoogleI wanted to take an opportunity to commend the great customer service I received from one of Folio's Neighborhood Manager Hannah Hussain. Honestly, I travel for work around the globe but there is no one who has ever made me and my wife feel more valued as a customer than Hannah. Her professional attitude with such a friendly approach should be like an industry standard if it isn't already. We were moving property that were previously managed by some one else and now handled and managed by Folio. I feel like I won a lottery on my first interaction with Hannah itself when I found out that she works for Folio and she is indeed my neighbor hood manager for both properties. Now moving is already to hectic but Hannah left no stone un turn to explain me everything about check out and check in process, great suggestion to get keys 3 days early to move into new property rather than rushing in, she helped us get all the relevant furniture items that we needed in the new property and even went above and beyond to confirm by showing so much care that she would check with us even the color theme we are planning so when she places an order for furniture then she will try to match it if she can. I mean who does that. Only Hannah herself. Her great communication skills shines through her emails and over the phone where clear messages are mentioned and if she is not sure she will double check by reaching out. This was by far the best move and the best decision that we had by going with Folio and having Hannah Hussain as our case handler and neighbor hood manager. She is a gem and really knows are insights around property business including the construction element side. She is a rock star and I believe Folio should definitely recognize how hardworking she is and a great asset she is to the company. Thank you Hannah Hussain and Thanks Folio for been such a professional company.PositiveResponsiveness, Quality, Professionalism, Value
Hi Dani, Wow! What a review... Firstly, thanks for taking time out to write this. Hannah will certainly appreciate it. We're always pleased to hear from satisfied customers (particularly when they put it online for everyone to read! :) ) We're so happy to hear that our Property Management help to put smiles on peoples faces! All the best, Folio Marketing Team.
4/5
GoogleThe only reason I have given four stars is because of Gina, if it was just a review for Gina and not folio I would have given five stars. Our experience with folio, prior to Gina starting as property manager, was terrible but Gina has made our experience since then much better. She is always quick to sort out any problems and has been very kind and helpful throughout. Folio are lucky to have her and so are we. Thanks Gina for making what could have been a continuous, terrible experience into something very pleasant, all because you came along and actually cared. :)
Hi Lia, Thanks ever so much for the review. We're so happy that the service has improved under Gina's watch and that residents are happier! Have a lovely day, Folio Marketing Team.
1/5
GooglePathetic service, totally unprofessional Me and my husband are new to the country and were looking for a flat. After finalising a flat, making the advance payment and initiating the paperwork, the property agent fell sick and stopped responding to our calls/messages for 4-5 days. We were anxious and hence visited the folio office personally to sort it out. There we were assured that all paperwork was done and we can move in as decided. On the day of shifting there was no agent to help us checking in the flat as apparently the keys to the flat were not available with anyone. The flat however was unlocked as cleaning was still going at the time we moved in (after being assured that cleaning is completed prior to our move date). Keys to the flat were couriered to us later on. We were not informed that there should be keys for other areas as well such as meter boxes compartment and letter box. We just realised this after speaking to a neighbour. No agent briefed us anything with respect to the equipments functionality, meter boxes, water supply etc. The person who was supposed to visit today to fix the non-working equipments(boiler) postponed his visit to tomorrow(living without hot water for 2 days). Now we have experienced an abrupt power cut, and have no idea whom to contact because no one gave us any briefing about anything. There is only one person named Sharon who has proved to be helpful in our situation.
Hi Arunima, We're very dissappointed to read this review and are sorry that these issues have arisen. If you would like to raise a complaint, please do not hesitate to email us marketing@foliolondon.co.uk Thanks, Folio Marketing Team.
4/5
GoogleI'm surprised to see all the negative reviews. We rented a flat from Folio 2 months ago and moved in 3 weeks ago and yes, they said flat will be properly clean and everything will be fixed and it's not but our property manager Hannah is super helpful about it and she's helping us with all the repair that have to be done. Of course, they should have been done before we moved in but as long as they are willing to do it now I'm ok with it, just hope everything will be ready really soon. More about Hannah, we lived in few flats before renting from folio and they were all not perfect but never had so much help from any other property manager like we have now from Hannah, I hope it stays this way for the whole time we live in the apartment.
Hi Patrycja, Thanks so much for leaving this review and giving an insight into the positive experience, which we hope continues for a long time! We hope you love renting with us. Thanks, Folio Marketing Team.
5/5
GoogleI been with Folio (Royal Wharf) for about a year now and so far personally speaking I had an excellent experience with my property manager - Gina. She has been diligent with my requests and made sure all my issues are timely handled and resolved (eg. I had logistic issues while moving into the flat as it was during holidays, I also had issues with parking management, and quite other few -- all of this issues are unpredictable but Gina made sure she owned it and resolved it for me). My evaluation is based on how the issues are handled and my overall experience with Folio from the time viewing a property to renting for year.PositiveResponsiveness, Quality, Professionalism, Value
Hi Girish, Thanks for taking time to write this review and for sharing your experience of dealing with Gina online. It's pleasing to hear that our Property Management service levels are satisfactory :) Have a lovely day, Folio Marketing Team.
5/5
TrustpilotKarolina Madrzecka at Folio London was…
Karolina Madrzecka at Folio London was fantastic when sorting an apartment for my 18 year old for her fist time living away from home for university. Karolina held my hand throughout the whole process, despite me living 3 hours away! The process is not simple if you are not used to the London rental market but Karolina explained and supported us with each stage. Karolina was professional, kind and helpful with every interaction we had. Thank you Karolina!
Hi Jayne, Thanks for leaving this kind review We're pleased to hear that our Lettings Team satisfied her requirements and hope she settles into her new home. Thanks, Folio Marketing Team.
5/5
GoogleGreat service! Quick response from our manager Cindy Anderson if any faults in the flat or if any problems Cindy is very supportive. We're satisfied to be a part of Folio tenants.
Thank you for the feedback! We appreciate the positive review.
1/5
GoogleAbsolute scammers! First they accuse you of providing false information to fail referencing checks, then steal your money in the name of non refundable holding deposits. How can everyone in a family fail referencing checks?they’re saying all of our family members have provided false documents which is completely a joke! They’re not intend to let a property, their only intention is to fail reference so that they can steal the holding deposits. Stay away from this money stealing scammers. I wish I checked the reviews before paying this stealers as they’ve been doing this to so many people and getting away with it. We have an ongoing dispute against this company. Beware!!
Thank you for your feedback, our intention is certainly not to scam our customers, we are a large build to rent provider with over 3000 homes across London and our aim is to find tenants to move into our properties who successfully pass referencing. All applicants go through a third-party referencing agency to ensure a non-biased approach and we base our decision on the outcome of those reference checks. We have responded to you via email regarding the process to follow if you are unhappy with the outcome of your references. Thank you, Folio London
1/5
GoogleIt is a good spacious apartment with close proximity to Tesco, park and the stratford station. But we had a bad experience mainly because of the people involved starting from Raidah who seemed rude and impatient on chat. Then, Aimee who basically never responded to our emails unless we keep sending her reminders week after week. Lastly, Florian at the concierge was arrogant most of the times and especially to the delivery people who come to him to ask for help.
Hi Naman, We apologise for your unsatisfactory experience. Your feedback is important to us, and we're committed to improving our service quality. Please feel free to reach out via email if you'd like to discuss this further; we would appreciate the opportunity to address your specific concerns. Thank you for bringing this to our attention. Folio London
1/5
GoogleWe tried renting a property from Folio London and had the worst experience possible. The agent initially tried entering the wrong property until we had to let him know the correct flat number. Upon entering the flat, it was the worst I've seen and in an unliveable state. Unfortunately we went ahead with trying to rent the property as we needed to find something quick. They agreed they would clean and replace anything beforehand, then let us know when to view before the tenancy started to confirm its condition, but this never happened. Their communication was next to nothing and they would not answer the phone once (neither the agent or office). This ultimately delayed our referencing as they would constantly give delayed and misleading information which we needed clarification on. In the end they ultimately cancelled our referencing and refused to return the deposit. Avoid this agency as much as possible. They can't even present a property in a liveable state before showing it to potential tenants. We should have noticed the red flags early on to save time and money.
We appreciate you taking the time to share your experience with Folio. We're sorry to hear that your viewing did not meet your expectations. Whilst we understand that the viewing experience has not met your expectations, the condition of the property was a result of the previous tenants, and we always ensure all properties are brought to a lettable standard in full compliance with the Landlord and Tenant Act 1985 before any new tenant moves in. Regarding the referencing process, we had to cancel the application as the necessary criteria was not met. We apologise for any inconvenience this may have caused you. We take customer feedback seriously and will use your comments to improve our processes. If you would like to discuss this further, please contact our customer service team. Sincerely, Folio London
4/5
GoogleUpdate: Daniel, one of their operations managers helped resolve the issue within a few days of raising the complaint. However, their property managers need to buckle up. Extremely unprofessional! Tenancy ended on 14th September and the deposit hasn't been returned yet. Property Manager - Aimee hardly responds. However, Raidah one of their agents is responsive and reached out to Aimee upon request but still no response from the property manager herself. I ended up creating a release request with myDeposit but who knows how long until we get our deposit back.
Thank you for your feedback Hardik! We're glad Daniel could help resolve the issue quickly. We appreciate your patience and will work on improving our property management services. Thank you, Folio London
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.
