5/5
TrustpilotIncredible company
Incredible company, Elycia was so helpful in getting us our beautiful home. The team are lovely and helped us with everything. Highly recommend
Trusted Agent profile · London
Verified
John Payne London reviews
★★★★★
893 reviews across 2 platforms
78 High Street, Eltham, London, SE9 1BX
John Payne's office in London, at 78 High Street, is rated 4.1 out of 5 across 893 reviews on two platforms, including 407 Google reviews rated 4.9.
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Reviews
Every review we hold for the London office, from every platform, shown as written. First names only.
Trustpilot5/5
GoogleFrom the moment we approached JWW to sell our house to its completion we were dealt with courtesy and professionalism by the team.We were kept upto date all through the process and couldnt be happier with the service.A big thankyou toSue,Sandrine and Gary.Would definitely recommend JWW.
Agent replied · 2 August 2026
We're delighted that you were so pleased with the service you received from the Darlington team, Mr Horvath. Thank you for taking the time to leave a 5 star rating and such a lovely review. It was a pleasure to look after your sale.
5/5
TrustpilotFirst time buyers
We have been dealing with Daniel, William and Abbie and throughout the process they have been a great help, very communicative and informative. They went above and beyond to help us get this over the line. Would like to thank them all so much, and we couldn’t have done this without there knowledge and experience. Thanks again!
Agent replied · 13 June 2024
Hi Charlotte, thank you so much for your kind words! We're thrilled to hear that Daniel, William, and Abbie provided exceptional support throughout the process. We greatly appreciate your gratitude and we're glad we could assist you. Thank you again for your review!
5/5
TrustpilotMark and James from Rainham
Mark and James from Rainham, Kent branch have been wonderful by helping me selling the house. After several awful experiences with different estate agencies, I have finally found Mark who together with James helped me to find the perfect client for my property. I have met Mark before while I was viewing several properties and I noticed that he is excellent with people and has excellent skills in negotiation.
1/5
TrustpilotInitially after a viewing they send me…
Initially after a viewing they send me quite a few emails......i made an offer and after that never heard from them again. I made phone call after phone call to get an update but was told that the agent was either out on a viewing or would return the call later.....they never did....this went on for nearly x2 weeks until i just stopped calling.....im not saying all of them are like that but certainly it was the norm at their Peckham branch....and i have no idea why
Agent replied · 13 June 2024
Hi Hisham. I am sorry to read your review and have spoken to the Manager of the Peckham office who will be in contact shortly. Our customers satisfaction is paramount and in spite of the incredibly busy market we should always be communicating effectively and efficiently with all clients. As you mention, your experience is uncommon and will make sure it is not repeated.If I can help further, please do let me know. Thanks. Andrew Roberts - Customer Relations Manager (andrew.roberts@acorngroup.co.uk)
5/5
GoogleI had an excellent experience working with John Payne Estate Agents in Eltham. They are very collaborative and supportive.
Agent replied · 24 August 2025
Dear Thomas Demehin We greatly appreciate your 5-star review and the time you took to share your … More
1/5
TrustpilotAppalling customer service and no…
Appalling customer service and no communication (or no care?!) when they want money they will send multiple emails but as soon as you need anything there is radio silence. I had to ask them to stop emailing me when they sent over 9 emails in one day asking for a deposit 'immediately' despite only sending the paperwork that morning ( we had waited for a week for said paperwork) they have been hard to get hold of, rude and uncaring and I will never ever use them again. We are still waiting for them to remove furniture from the property that they said they would remove (it wasnt meant to be here so we have been trying to work around it) and they dont care - incredibly frustrating
Agent replied · 13 June 2024
Hi Bethany. I am sorry to read this and have spoken to the PM team to get an idea on where this went wrong. I will contact you directly when I have the info I need. Thanks. Andrew Roberts - Customer Relations Manager
5/5
TrustpilotBEST TEAM EVER,i was having a lots of…
BEST TEAM EVER,i was having a lots of requests about how i want to look my flat ,i want a big flat with two baths and two bedrooms in a good area and the team from acorn made me feel like it s so easy to find the flat that i need to be perfect,two of the agents helped me more than somebody will ever do ,they answer at any hour on the phone when i called to ask any question and they had the perfect answer to make me feel safe and secure about moving,i ve seen many flats from this agency until i find the right one for me and they keept going to help me with all the paper work that i needed,i had a excelent experience with them!
Agent replied · 13 June 2024
Thank you Gabriela for taking the time to provide us with a review of your experience. I am delighted to hear that you were happy with the service you received and if we can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
4/5
GoogleExcellent advice and guidance on the sale of our property. Staff are friendly and efficient. No issues,
Agent replied · 2 August 2026
Thank you for leaving us a great review.
5/5
GoogleMax was very professional and play a key part in getting the deal over the line
Agent replied · 17 June 2024
Thank you for taking the time to provide us with a review of your experience. I am delighted to hear that you were happy with the service you received and if we can help further please do let me know. Thanks. Karen Hedges - Customer Relations Manager
1/5
TrustpilotNo care for there customers
They don’t care if you are trying to find a place, will book you in for viewings not contact you and not show up. Kept saying benson will call me back witch he never did then they booked me for another appointment the next week for the same place to and called me on the day of the viewing to say the propertied been letted out now with no solution or alternatives to the problem they caused by constantly delaying me like it didn’t matter I didn’t care to ask about the other places I had seen advertised after how I felt they were on the phone and the service I was getting. In response to your reply I was contacted after my review 2 days ago only to be told more stuff that you didn’t do.
Agent replied · 13 June 2024
Hi Happy Shopper. I am sorry to read your review and have spoken to those involved. I am afraid it was a genuine mistake from Benson, who I understand has called you now to apologise and arrange to get you out viewing other properties. If I can help further, please do let me know. Thanks. Andrew Roberts - Customer Relations Manager (andrew.roberts@acorngroup.co.uk)
5/5
GoogleGreat experience, easy to deal with, commercially-minded, proactive the whole way through the process, and great at progressing the sale through from end to end. We dealt with Glenn and Jonathan who were both brilliant.
Agent replied · 17 June 2024
Thank you Neil for taking the time to provide us with a review of your experience. I am delighted to hear that you were happy with the service you received from Glenn and Jonathan. If I can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
5/5
TrustpilotMark and his team were fantastic from…
Mark and his team were fantastic from start to finish . Always there to deal with any questions .
Agent replied · 13 June 2024
Thank you Deborah. I will pass that on to Mark and the team at Rainham. kind regards-Karen Hedges Acorn Customer Services
5/5
GoogleI recommend everyone who is going to purchase house contact JW Wood Estate Agents as a best Estate Agents in Darlington. Staff very friendly and polite. They reply email quickly. They make your house purchase journey pleasant . Thanks for your help Sandrine.
Agent replied · 2 August 2026
The Darlington team will be delighted to read your kind words, Parisa. All the team pride themselves on giving an excellent service, yet in a friendly and approachable manner.
4/5
GoogleGreat service from all the team at JW Wood, with care and understanding handling our late mam's house sale. With a special thankyou to Kerry Palmer , for keeping us updated on all developments as they happened. We would recommend to anyone !
Agent replied · 2 August 2026
Kerry will be delighted to read your kind words, Sharon. All the Darlington team pride themselves on giving an excellent service, yet in a sympathetic, friendly and approachable manner.
1/5
TrustpilotIrresponsible
IrresponsibleThey show you a big, nice and cheap house ...They rush you to lock down the house immediately so that you can't find out about them wellThey tell you yes to everything and do not worry about anything that they will work hard for you and practically guarantee that the house is yoursThe agent, Ruggero Castelli, of the Streatham hill agencyIt sells you a dream, it seduces you, it makes you think that you are doing the business of your life and then it disappears until a few days before the move, to ask you for a lot of extra documents (apart from all those that we had already delivered via email when we received the confirmation that the house was ours) all this with a baby on the way, with the previous contract that ended in 2 days and 6 months of covid in which unfortunately we were with the universal credit and little else, they knew that we would not pass the requirements of the landlord from the beginning and they waited for the last minute for us to collapse with the pressure ...They asked us for 6 months of rent to save our depositthey left us in the street with a newborn girl and without a roof to shelter usYou called and they didn't answer, and when they answered you they asked you for more and more documents, all this in times of covid
Agent replied · 13 June 2024
Hi Esmany. I am very sorry to read your review and have spoken to my colleague you have mentioned. He is equally disappointed to see what you have written as he genuinely tried to help you secure the property you wanted. All rental applications are subject to reference approval and the reality is that the information you provided us with initially differed from what was supplied in the references. This unfortunately had a negative impact on you ability to pass. He did offer you a number of options that would enable you to proceed however these were not practical for you which we of course understand. I hope that you have managed to find a home now but if I can be of further assistance, please do let me know. Thank you. Andrew Roberts - Customer Relations Manager (andrew.roberts@acorngroup.co.uk)
1/5
TrustpilotReally need a 0 star rating
Really need a 0 star rating.Once they have your money it is over for you.As tenants you get no support whatsoever.Out of 4 property managers we had in the 2 year tenancy only 1 was good and did his best to assist us when needed.Naturally,after moving out they didn't get in touch with us for 2 months and after WE REACHED OUT to THEM to ask about our deposit back we were told we won't be getting it.Complete shitshow.Avoid at all costs!
Agent replied · 13 June 2024
Hi Merian. I am sorry to read your review and have made some quick enquiries with our property management team. I can only apologise for the change in property management staff during your tenancy but changes to personnel during a 2 year period is sometimes unavoidable. On your termination of the tenancy a check-out report was done with your knowledge and this was sent to the landlord for his approval. I am afraid he chose to make several deduction from your deposit because of issue highlighted in this report. You were advised on several occasions by your property manager that you could make a counter claim via the TDS who protect your deposit, but you chose not to. I am certainly happy to investigate further, if you would like to email the full details of your complaint. Thanks in advance. Andrew Roberts - Customer Relations Manager (andrew.roberts@acorngroup.co.uk)
5/5
TrustpilotExcellent service with exceptional…
Excellent service with exceptional communication, thank you Mark and the rest of the team!!
Agent replied · 13 June 2024
Thank you Robert, we value your comments and appreciate your business. Thanks!
5/5
TrustpilotReally helpful
Really helpful, professional and proactive. Well done to Richard, Max and the team at Catford.
Agent replied · 13 June 2024
Super ! Thank you David, we really appreciate a great review for our Catford Office. Best wishes, Karen Hedges Acorn Customer Services
1/5
TrustpilotAn absolute clusterf*ck
An absolute clusterf*ck. We have been told barefaced lies at every turn regarding moving dates and communications with the landlord. They've continually tried to move the moving date forward. We originally asked to move on the 10th of September, and they brought it forward to the 31st of August, and then tried to move it again to the 26th. We've now been told with 3 days notice, a booking van booked and numerous deliveries turning up to what should be our new home, that the date has now been pushed back a week. We're still meant to be paying from the 1st.Communication has been appalling, with apparently multiple branches working on this single property, no-one within their teams are talking to each other, and now that stuff has started to go severely wrong, we're not able to get help, with one business day before our moving date.
Agent replied · 13 June 2024
Hi..I am sorry to read this and would like to try and help. I dont have any details but if you could drop me a quick email with your name and the property address, I will investigate and try to resolve matters. Thanks. Andrew Roberts - Customer Relations Manager - andrew.roberts@acorngroup.co.uk
5/5
TrustpilotExtremely impressed with Jamie Perrin…
Extremely impressed with Jamie Perrin and his colleagues especially Lilia Ghenim (my favourite person).All dealings were done professionally all through.Fully impressed.
Agent replied · 13 June 2024
Thank you Ayo for leaving us a 5* review. We are really happy that you were pleased with the service you received from Jamie and Lilia. If we can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
5/5
TrustpilotGreat service
Great service. My property manager Natalia Rich is always quick to respond and is proactive in resolving issues. Would definitely recommend.
Agent replied · 13 June 2024
Thanks Cathy for leaving us a 5* review of your experience in working with Natalia Rich at our Property Management department. We are really happy that you have been pleased with the service received and if we can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
1/5
TrustpilotI’m very frustrated with the continuous…
I’m very frustrated with the continuous and excessive delay in pace and receiving vital information.Prior moving into our flat we had issues with our property manager. Now we've moved in we still have issues with the same property manager. We receive little to no information on urgent enquiries and are left stuck with no way to move forward.Our hob is incredibly dangerous and could easily burn the building down. I’ve expressed how hazardous this is on multiple occasions!!! Two engineers have come to the property and confirmed this needs to be replaced IMMEDIATELY. This excessive delay is not only putting myself and my partner in danger but the rest of the neighbours in extreme danger. Your lack of action is life threatening and highly concerning. I’ve asked for a follow up on this and many other things since I’ve move here, which was almost 3 months ago now. I have received zero information! This matter is urgent and incredibly important. Why isn’t this being take seriously? Would it take a second Grenfell tragedy for this matter to be taken seriously? The current agent we have isn’t prompt enough in responding and doesn't take any action. I want a different property manager immediately! I ask for this before and was told to be patient due to co-vid 19 but this is now excessive and ridiculous. We cannot continue like this.
Agent replied · 16 June 2024
Dear Sheena. I am sorry to read your review and have already been in contact with you directly. I have raised the issue with the Manager of Property Management team and asked her to investigate immediately and provide you with an update today. Thank you. Andrew Roberts - Customer Relations Manager
5/5
TrustpilotExcited
Hi I have found all the team very helpful and supportive We had a shakie start as I felt lack of communication made me feel anxious about the process I spoke to them about this issue and it was resolved straight away abie has been a Star pleasant polite and positive throughout A big 😊 you
Agent replied · 13 June 2024
Thank you Neelkanth for takling the time to leave us a review of your experience using our services. Best wishes. Acorn Customer Services.
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