Trusted Agent profile
★★★★★
204 reviews across 2 platforms
3 Oswald Building, Chelsea Bridge Wharf, 374 Queenstown Road, London, SW11 8NU
Garton Jones's London office at 3 Oswald Building is rated 4.2 out of 5 across 204 reviews on two platforms. It won Trusted Agent in The Trusted Agent 2026 awards. Checked 9 October 2026.
The Trusted Agent 2026 results for Garton Jones, ranked against 18,569 UK estate agent offices. Each award is assessed separately from the review sites.
Every review we hold for the London office, from every platform, shown as written. First names only.
5/5
TrustpilotGood Service from start to finish.
I wanted to share how much we have valued the partnership over the years. Your team’s proactive approach to lead by example streamlined our workflow. Specifically, the speed of your communications and the quality you all show as a team sets a high bar. We look forward to continuing this momentum on future instructions.
1/5
TrustpilotTotal nightmare trying to get deposit back
Worst experience ever getting our deposit back - we moved out of the property over a month ago and have not received a check out report or any correspondence about when we can expect our deposit to be returned despite chasing multiple times. Henry has been completely incompetent and giving vague excuses, he's now stopped replying to us entirely.We are now having to raise a dispute via TDS for the £2600 they owe us as they won't respond.Terrible letting agency - BEWARE if renting from them.
5/5
TrustpilotLisa Beverlly
I deal with Lisa Beverlly at Garton Jones and she has made a significant and positive impact to the service standards at Garton Jones.In my view Garton Jones need to ensure their tenant selection process is more comprehensive, however since Lisa has been in charge of my property, she has managed a challenging situation in a highly professional and responsive manner and her experience is a real benefit.Jeremy Hobbins
5/5
TrustpilotI had a really nice experience with Garton Jones Chelsea Bridge Wharf
I had a really nice experience with Garton Jones Chelsea Bridge Wharf. Without them, I could not even think about finding the place. Their response was really fast and helped perfectly. Especially Charlotte and Darya. Big thanks to them. Charlotte handled all of my issues and I really appreciate her. They are professional and kind. Whenever I found some issues or curies, they handled them kindly and quickly. I will definitely use this agency again and recommend it to my friends for sure.
5/5
TrustpilotI’ve had the pleasure of working with…Millie
I’ve had the pleasure of working with Millie for several years now across multiple properties, and out of all the estate agents I’ve dealt with, Millie truly stands head and shoulders above the rest. Her professionalism, knowledge, and friendly approach make the entire process smooth and stress-free.
5/5
TrustpilotWe have had many dealings with estate…
We have had many dealings with estate agents but Paul Reville Auchie at Garton Jones is the most knowledgeable and authentic person we have ever had the good fortune to meet. He took time to listen to our queries before explaining everything clearly. He also followed up with an email with additional information he thought would be useful. 5 star service thank you.
5/5
Trustpilotreliability and expertise
We have worked with Garton Jones for many years and have been consistently impressed by their outstanding service. Beyond their role as handling agents, the team has supported us with a wide range of general matters, always with reliability and expertise.
5/5
TrustpilotCharlotte was an incredible property…
Charlotte was an incredible property manager! She resolved all our issues quickly, she's approachable and friendly. Would 100% recommend Garton Jones and Charlotte.
1/5
TrustpilotGarton-Jones think they own Chelsea Bridge Wharf
Unfortunately for Chelsea Bridge Wharf residents, Garton-Jones estate agents appear to imagine themselves as the Lords of the Manor and residents are viewed as an inconvenient nuisance. Mr Garton-Jones opposed Right to Manage and hence 2 years were wasted. Garton-Jones Finally and reluctantly supporting it now but (according to CBWRA treasurer) only on condition that no other estate agent is allowed to advertise on the CBW app. Mr Chris Garston, at the invitation of CBWRA (Larissa and Louis), interfered in the 2023 Chair elections by asking all the owners on his list to vote for garton-jones supporting candidates (Larisa and Louis), while voting was live and sending them a voting link. Mr Garston declines to comment on whether he also did this in the 2021 elections. So many residents at CBW have terrible experiences with Garton-Jones as detailed to me personally and on the CBW app. So it's mysterious how they manage to get high ratings here. Same with Rendall and Rittner I guess - they spend time 'managing' their TP profile. Garton-Jones need to get back in their box IMHO and stop interfering with local democracy. Their 'input' has been harmful over a long period in my view.
5/5
TrustpilotJobs made easy for landlords !
Charlotte Edney has been a property manager for my two properties which had presented some challenges. Charlotte has been thorough and efficient in solving problesms, patient yet very quick.Most of all, a very plesant and wonderful communicator ! No surprises and never left me in the dark. I really appreciate Charlotte's great work and can recommend her to any landlords!
1/5
TrustpilotI really disappointed and regret of…
Im really disappointed and regret of renting flat from GJ they delivered an studio flat to me with absolutely rubbish damage furnitures, bed broken vase broken bathroom issues according to their employee too… I had no carpet and pillow in this flat and it wasn’t clean and took photos from first day ,But they sent me long list of furniture which the flat didn’t have and didn’t receive them but they want to take my deposit…. I will do case court for it I never ever rent flat from Garton jones again
1/5
TrustpilotPlease Don’t rent flat 15 Oswald…
Please Don’t rent flat 15 Oswald building from GJ because The owner of this flat is a thief, he deliberately left a broken bed with and awful tables to charge the tenant, and the toilet of this studio has a problem that needs to be completely changed, but the owner of the house deliberately does not repair it to charge the tenant,and took the deposit, please Don’t rent flat from GJ they are not professional team they are so annoying they do care only for getting money they don’t respect people who rent flat from them Their service is so poor.
1/5
TrustpilotBad experience as someone looking to rent
1) Website is almost impossible to navigate, with no scroll bars to go down.2) I have been told by some lettings consultants that a property has been taken, then another tells me it's still available.3) I have agreed to viewings, only to never hear from the agency again.4) Properties which have been let remain on the site for weeks after.5) I gave one consultant a list of 3 properties plus links that I wanted to view, they ignored my request and showed me a PDF of something which didn't even meet my requirement.Overall, very difficult to view website and arrange viewings. Still being asked by consultants after months whether I'm still looking, and even after I say a clear "yes", no effort to arrange viewings for me.
1/5
TrustpilotNever do business with Garton Jones
I’m an overseas investor. Through GJ, I had rented out an apartment in Central London to 2 tenants. I have highlighted below my personal experiences with GJ agency for the past 18 months. For ease of reference, I have also broken the key characteristics of my case into sub catagories:Contract / Miscellaneous -To begin with, the contract was not correctly and clearly drawn up insofar as the referencing is concerned. One of the tenant claimed to be on high salary although this individual did not contribute to the rent payment. I was blinded by this fact but urged to sign the contract.It rolled over as usual in the first 9 months. There after, problematic situations and incidents arose. For instance, non paying rent on time, suspicion to have been sub-letting etc. This was on top of the consistent incorrect monthly statement from GJ which were full of accounting errors. If I had not double confirmed the figures, I would have obtained and received less rent!On a separate note, there was an agreement between myself as the landlord, the developer and GJ for all charges like residential ground rent and service charge to be cleared from deduction of rent received. Some months ago, a member of the GJ Agency who was responsible for this agreement had departed, and she has not made the payment prior and as a result the developer had imposed a late payment fee for which GJ made me clear the charge, when it was clearly their error of oversight.Approaching the break clause period at around month 12th, Riaan Kruger, The Head of Sales and Lettings reassured me that he would be able to handle and resolve all upcoming and ongoing problems. Who then asked myself to extend the contract.I extended the contract as a good will gesture and then the nightmare began.Loss -From month 13 onwards, the tenants refused to pay any rent. As a result, they have not been paying rent for 7 months straight. To-date, I have suffered and am loosing out on over £23,660.00.Eviction -During the course of eviction, one of GJ’s agents filed a section 8 for eviction of tenants but had the date incorrectly calculated. This had only been identified by my lawyer and as a result another section 8 was resubmitted causing a delay of 6 weeks.Throughout the 7 long months of non payment, GJ remained neutral about the severity of the situation and only acted passive and did absolutely nothing, Riaan Kruger claimed the tenants wouldn’t speak to him. Despite numerous requests, the intention to step in and handle and resolve the situation was never present. There were no visit to the apartment as required to investigate the situation further.Reaching the 7th month of non payment, on a Friday night, the tenants suddenly sent me an anonymous email saying that they had vacated the apartment and left the door unlocked and open with no keys returned.I immediately contacted GJ but there was no response until a few hours later but Melisha Pall, The Property Manager would not do anything until the coming Monday. So I then called the developer's management company and let them know the exact situation and requested for emergency assistance. I then contacted Another Agent of mine for assistance who immediately came to the rescue and made a visit to my apartment the same night who also made sure everything was reviewed throughly. It was late Friday evening and a relatively breezy night and I was grateful to that particular Agent. The next day on Saturday morning the other Agent also changed the lock for the main door (Melisha Pall refused to do so, claiming the email might be fictitious despite the apartment was confirmed vacated and door opened), took photos and carried out inspected to the damage and defects to the apartment.The next week, GJ visited and claimed the apartment was in good condition, despite the factual truth of the apartment was in a terrible state with broken items and residue lying about, missing dining table/chairs, in extremely poor state and shape about the apartment with deep stains all over the beds and carpets. But still, all Melisha Pall cared about and kept on questioning was when I would instruct GJ to re-market the property.Court Day -Nearer to the court date, I connected GJ to my lawyer. Being overseas, I could only rely on GJ as my management agent for court attendance. Melisha Pall initially agreed to attend but only a few days before the court day she informed how she would not be able to attend and even questioned if I myself could attend. I replied, No I would most definitely not be able to attend as I was not in the UK and then after some persuasion, she somehow then re-agreed to attend.On the day of the trial, GJ only produced a piece of paper for 7 months’ rent arrears totalling £23,660.00 to the court case. But this was wrong because they forgot to add the overdue charges as stipulated in the contract. When questioned, GJ replied it was the responsible of the lawyer to inform the court on the charges as they have a copy of the contract. Could you believe this?Claim of Management Fees -Would you believe GJ also requested for their management fees in for the 7 months of non a payment tendency, when I have not acquired a penny! They also wish to do so by deducting the fees sum ‘illegally’ from the deposit, which is kept for specific purposes, rather than for payment of management fees.I voice out all of my personal experience above as a break-through, I do not wish any landlords or tenants in future to suffer such horrid experiences with GJ letting agency. The above case is factual and authentic, nothing but my traumatic experiential truth. Being an overseas investor, and not being able to personally be on-top of your investments, this is truly a horrendously horrible experience, I have lost all faith in GJ agency. For which I hope to share my disgusted experience with fellow readers so that hopefully none would struggle the familiarity for such a distressing experience like my case for the past 7 long months.
1/5
TrustpilotDo not ever work with these scammers!
Now they blocked my google review so I decided to post everything on a new YouTube account, you can find the videos if you write Garton Jones Lambeth.
1/5
TrustpilotUnfair treatment to tenant. Stay away!!!
Poor service by Garton Jones . The staff always take the side of the landlord and do not serve as a honest mediator between client and landlord.
5/5
TrustpilotGreat experience working with Charlotte!
I had the pleasure of working with Charlotte Edney on finalising my apartment transaction at The Chelsea Bridge Wharf development. Charlotte is an amazing person.Charlotte was detailed, patient and a very good communicator. She was very helpful in ensuring that everything was completed on time and went above and beyond in helping me get set up. I appreciate everything she has done and I highly recommend working with Charlotte!K
5/5
TrustpilotGarton Jones and Charlotte Edney excellent
Have dealt with Charlotte Edney at Garton Jones for over two years now.She is a total credit to this business and extremely professional.Garton Jones have been excellent throughout the rental process, and made the whole process very easy from start to finish. Ongoing support excellent, a great Company to use A+++
5/5
TrustpilotCharlotte
Charlotte was really helpful in providing all the relevant details to make the move-in smooth for me. There were some process hiccups initially due to the fact that my case was initially followed by another agent not working there anymore however Charlotte was able to take the lead and solve all of the small issues ahead of my moving. My feedback is absolutely positive
1/5
TrustpilotBeautiful property but worst tenancy experience
Great service with GJ when leasing me a tenancy. However during the tenancy with GJ as the tenancy management company, very poor property management - broken intercom 6 months, broken door handle in apartment still unrepaired 3 months later, reported faulty fire alarms in apartment asked for alarms to be checked for safety, didn't happen. This was compounded by scaffolding being erected on the exterior of building 4 months after i moved in and still there after completion of my 12 month lease so the balcony was unusable for more than 66% of my tenancy. The scaffolding was for cladding removal. I appreciate this was a necessity but such a capital expenditure did not happen out of the blue and GJ/landlord had to have known at the time of my signing a lease that major cladding works were likely to happen in the near future. It felt like a bad faith lease.Had to chase deposit return and only received a response after 5 email requests and 29 days after i surrendered the keys. Deposit return has gone to TDS dispute resolution as there are several deductions yet I never received notice for inventory check out.All in all, beautiful property, however after 20 years of renting probably my worst tenant experience and the only time I have had deposit deductions.Update based on reply:Hi Wayne, thanks for your response- Whilst I appreciate you may have been given short notice of when the cladding works were starting, you never at any stage disclosed when i was considering tenancy that the properties at Chelsea Bridge Wharf would need cladding removal and this was at a stage that was likely to result in construction works in the near future. Based on the communication I received from Rendall & Ritter once my tenancy began, it was clear this had been very much in the works before I signed the lease even if dates hadn't been finalised.- I too have full confidence in TDS dispute resolution but I do find it extremely disappointing to not have been notified of the inventory check-out which to my understanding is best practise and would have resolved many of the deductions.Kind Regards,
Dear Murphy,Firstly, I would like to apologise that you feel we have not provided you with anything that falls short of the amazing customer service that we strive to achieve.There are three parts to you complaint that I will address:1- The communication regarding the external cladding work - unfortunately this was completely out of our hands. As there are thousands of buildings in the uk that are currently in the process of trying to get this unsafe cladding issue rectified as quickly as possible, this work was essential, and since it was being paid for and managed by the original developer, we were only given extremely short notice of when the work was being started.2- The maintenance problems I will look at straight away, and will comment once I have full knowledge of the issues.3- Dispute issues regarding a deposit are very rare, but we are extremely confident in the TDS Resolution, this is there to make sure in situations were a tenant feels that they a valid case for the deposit to be returned, TDS will look into this in a completely fair and unbiased way and get the deposit resolved as quickly as possible - Garton Jones in Chelsea Bridge Wharf, cannot release the deposit unless we are instructed to by you and the owner.Once again I am so sorry that you feel that Garton Jones has let you down on this occasion.Please feel free to call the office anytime and speak to me.Warm RegardsWayne LewisLettings & Sales Manager
5/5
TrustpilotHicham Denis
Excellent and super professional services offered by Hicham Denis, who constantly went out of his way to accommodate my request and even replying out of hours. Impeccable service ! Highly recommend Hicham
We're so happy that you have received such good service, we will definitely let Hicham know how happy you are.Have a great weekend.
5/5
TrustpilotJacqueline is quick and efficient
Jacqueline is quick and efficient. Thank you Jacqueline.
5/5
TrustpilotAs landlords of one of the apartments…
As landlords of one of the apartments in Oswald Building I would not hesitate to recommend Charlotte who has always been there for us whenever we needed issues to be sorted out. She is a very charming young lady always very helpful and never hesitates to assist wherever she can!
1/5
TrustpilotThe most terrible management- stay away from there
The most terrible management. They are dishonest. Never trust the people who works for Garton Jones in Chelsea Bridge.
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.
Garton Jones's London office has 204 reviews across two platforms: 2 on Yell, 202 on Trustpilot.
Garton Jones London is rated 4.2 out of 5 across all 204 reviews.
Yes. In The Trusted Agent 2026 awards: Garton Jones, London won Trusted Agent.
Garton Jones London, 3 Oswald Building, Chelsea Bridge Wharf, 374 Queenstown Road, London, SW11 8NU.
