Trusted Agent profile · London

Icon Residential London reviews

4.1

★★★★★ Great

30 reviews across 2 platforms

52 Grosvenor Gardens, London, SW1W 0AU

Icon Residential's office in London, at 52 Grosvenor Gardens, is rated 4.1 out of 5 across 30 reviews on two platforms, including 27 Google reviews rated 4.0.

4.0 / 5

Reviews on Google

This office

5.0 / 5

Reviews on Facebook

This office

Reviews may appear on more than one platform.

Reviews

Every review we hold for the London office, from every platform, shown as written. First names only.

1/5

Google

My apartment had no electricity for a month due to flooding. The agency agreed in writing to reimburse my food expenses since I couldn't cook, in exchange for me staying in the property. 6 months later, they still haven't paid me back and are now ignoring my formal emails. I have been forced to escalate this to the Ombudsman. Avoid this agency if you expect them to honor their written promises. UPDATE: The owner replied claiming I resorted to "blackmail". Asking for a debt to be paid is not blackmail. "Rent Free": Living without electricity/water is illegal. The rent refund was compensation for the uninhabitable property. "My Decision": We mutually agreed I would stay to save YOU money on hotel costs (approx £2,000). "Insurance": You explicitly agreed in writing via WhatsApp to a budget of £80/day for food regardless of insurance. I have the screenshots saying "We will sort it". I have submitted the screenshots of your promises and your defamatory reply to The Property Ombudsman.

Lucien · 16 February 2026

Agent replied · 16 April 2026

Hi Lucien, You have failed to mention in your review that we immediately offered you at hotel room to live in for the reminder of your Tenancy. You decided to live in the apartment without water or electricity rent free. This was your decision. As you decided to stay in an apartment with no electricity the insurance declined you expenses. Again this has nothing to do with us. We tried to get them to pay and as soon as the declined you became abusive. Now you are resorting to leaving 1 star reviews. Avoid this Tenant he resorts to blackmail

5/5

Google

Steven is a highly knowledgable professional who consistently demonstrates a deep understanding of the market in his area. Whether its sales or lettings he provides solid guidance and patient advice. I can't recommend him highly enough.

Guy · 24 February 2025

Agent replied · 13 April 2025

Thank you Guy, it was a pleasure dealing with you too.

5/5

Google

I have had a consistently positive experience with Icon Residential and would highly recommend their services. Steven, the Director, is professional, responsive, and highly effective in managing tenancy renewals and negotiations. He handles discussions with landlords efficiently and always ensures clear, timely communication. Amy, the Office Manager, is equally impressive. She manages maintenance matters and any urgent issues promptly and with great attention to detail, ensuring everything is resolved smoothly. Having previously experienced challenges with other agents in London, I particularly value the professionalism, reliability, and high standards demonstrated by the team. As a full-service real estate agency covering lettings as well as property sales, Icon Residential would be a strong choice for anyone looking to rent, buy, or sell a property.

DE · 16 February 2026

1/5

Google

It was impossible to reach them. They posted an ad for a flat on a Tuesday evening, I couldn't reach them on the phone so I sent an email enquiry. Didn't hear back next day so I called again and they told me to send an email which I did already and they promised to follow up and get back to me next day because the viewings were supposedly happening only on Friday. Didn't hear back again next day Thursday so I called 5-6 times throughout the day with no answer. Then the flat was updated to Let Agreed which was still on Thursday when they said the viewings were happening on Friday. So it was difficult to get any transparency in my experience, and having to chase constantly in an already difficult market for tenants is adding unnecessary stress. I also noticed the phone number they had posted on the Rightmove ad was different to what they had on the ad on their own website for the same flat, which was also different to the other general phone numbers they had for lettings. I also traced the phone numbers to an address in Basildon which looks like a generic house and does not display any sign for the agency. Whereas the address shown here seems like a residential building, also with no indication of the agency's presence. All of this only raises questions in my mind. EDIT: What a weird passive aggressive response from owner! If you're able to trace the property I enquired about, surely you should know that I enquired on the day it was added on the market. It was certainly not under offer at the time, nor the following 4 days I kept having to chase for a response. What baffles me is that they're able to spend the time responding to reviews like this on the day they're posted, while being too busy managing over 500 properties and cannot spend the same amount of time responding to property enquires for days after they have received them, which would be a much simpler task in comparison! Shameful.

Kaloyan · 16 September 2024

Agent replied · 24 August 2024

The property you emailed about clearly states ‘Under Offer’ which means it is no longer available. This property was agreed over two weeks ago. Most agencies have a different number on Rightmove. We also have a different number on Zoopla and Onthemarket. This is how we know where they are coming from. That number does go directly to our office. We are extremely busy and do not have the time to call back anyone that asked to see a property that clearly states that it is no longer available. The office that takes the call is not in Basildon and we do have an office which you more than welcome to visit. The address is on our website. As we have been going for 14 years so I’m not sure what questions this is raising for you. We manage over 500 properties and I agree with you that the market is very strong and our office is extremely busy and properties are going very quickly. I wish you all the best in your search and suggest you do not enquire on properties that are clearly stated as ‘under offer’ which may prevent you not getting a response in such a busy market and a time when some staff are on summer holidays.

1/5

Google

The worst real estate agency we have ever encountered. Throughout our years of renting, we've never had such a negative experience from start to finish. Our rental began in 2020, and the apartment presented multiple issues. One shower was out of order, the kitchen's food disposal processor was broken, and there were drainage problems causing a terrible smell. Despite emailing about these issues five times in the first year, unfortunately, none were resolved. Upon recently moving out, we were shocked when they attempted to charge us unreasonable amounts, withholding our deposit for normal wear and tear. This included £150 for a couple of wall scratches, £500 for cleaning (despite hiring a professional cleaner for £200), and £120 for a single light bulb. They even charged £100 for items that were present in the flat when we moved in. The absurdity of these charges, unsupported by any receipts, forced us to go into dispute with them. Today, after about 6 months, we managed to retrieve most of our money back. Terrible experience, steer clear

Natalie · 13 June 2024

Agent replied · 15 June 2024

Hi Natalie, I'm sorry you feel like this but the apartment was not left in the a very good condition. It was left in a below acceptable standard that we were unable to let the new tenants move into. We use an independent check out clerk who reported that the flat was still very dirty when you moved out. Black sofa with dirt marks / lamp with marks to shade / kitchen floor / kitchen walls Splatter marks to near wall, Splatter marks to left wall, Splatter marks to facing wall, Splatter marks right wall / fridge Water and food debris to salad crisper / washing machine Hair and debris to seal / oven Burnt grease marks to racks / microwave Food splatter to roof / Mattress stained to both sides, Hairs to mattress / armchair stained / bathroom Mould spot to sealant and grouting to left wall / Circular marks to counter / bathroom Mould to sealant bath and shower sealant / bathroom cabinet / Scuffed low level, Angle chips, Paint flaking to facing wall, 2x Screws to facing wall, Splatter mark facing wall below light switch and low level / bedroom Shading to near wall, Dotted marks to left wall, Scuffed low level Left wall, Scuffed mid level facing wall, Scuffed high level right wall Scuffed mid to low level right wall. In the 3 years you have never complained about our service. Any maintenance was done fast and efficiently. Had you looked after the property and kept in in good order instead of leaving it in this condition you would have received the rest of your deposit back much quicker. Your deposit was sent to the TDS not long after you moved out so the delay in getting your deposit back was not down to us. We do tell you to make sure all the light bulbs are working and it was a actually 2 spot lights and a kitchen under light bulb not working so not a single bulb as you have stated in your review. The Mattress was so stained on both sides we had to replace it but you had only been charged for the attempted clean which unfortunately we were unable to get out. We also had to remove some items that you left behind. We have been going for over 18 years and we have 100s of happy Tenants but unfortunately we do have a few that like to leave a review and try to effect a hard working business because they feel they can leave the property in such a disgusting state and not be charged.

4/5

Google

Steve was always at the end of the phone and helpful if there was a problem of any kind. Kerry was also extremely helpful and considerate with the process of the return …

Jane · 16 April 2023

1/5

Google

Quite disappointed. Phoned last week and asked to view a property for rent. They stated they are only doing viewings this week so we booked for today(Wednesday). My partner took today off so he could come with me. We had received no …

Keri · 16 April 2023

Agent replied · 15 June 2024

Hi Keri, Sorry you are disappointed and I don't blame you as it was a lovely apartment. We did tell you we were showing the apartment on Tuesday but unfortunately you were not able to make it. We only had the offer accepted yesterday … More

5/5

Google

Steve and the team always outperform. Best agent in the area for both sales and lettings

P · 16 April 2023

5/5

Google

I had a fantastic two years living in a property managed by Icon Residential, nothing was ever a problem and things were dealt with swiftly. Check in and Check out went well and they were overall very accommodating. I 100% would recommend!

Jake · 13 June 2024

5/5

Google

I would certainly recommend Icon Residential , Great Team, absolutely incredible throughout the process and were always available to support and answer any questions we had, they truly go above and beyond to offer a high level of care and provide a very efficient service. They are also just genuinely good people which makes the biggest difference!

Hayat · 14 June 2023

5/5

Google

We have been renting a property managed by Icon-Residential for a few years now. They have been very good to us, responding to all maintenance requests and going above and beyond carrying out their own checks and updating the fixtures without us needing to ask. It makes a big difference to the experience and I would absolutely recommend them.

Elizabeth · 16 June 2022

4/5

Google

That’s me really 1 Regard Suleman

Suleman · 20 May 2025

5/5

Google

Icon Residential have managed my property for over 10 years and it is a pleasure to deal with them. They are very proactive in managing the tenancies and finding new tenants whenever this is needed. I really like the fact that they …

Alan · 16 April 2023

5/5

Google

Very positive experience and was flexible on payment arrangements. Many agents see landlords as being limited for choice and treat them with arrogance. Steve and Icon treat me as a customer and I appreciate that.

Kenny · 16 April 2023

5/5

Google

My experience dealing with Icon Residential has been extremely pleasant from the beginning of our tenancy contract till the end. I highly recommend Icon Residential and for sure I will not hesitate to work with them again once we are back in London!

Alina · 16 June 2021

5/5

Google

Used to be a tenant - Icon Residential Team is very responsive and caring. My previous landlord has been with them for a very long time - no wonder why :) Thank you for everything!

SH · 16 June 2021

5/5

Google

Have used hem for over 15 yearsPositiveResponsiveness, Quality, Professionalism, Value

Gary · 16 June 2021

5/5

Google