John Payne London reviews

★★★★★ 1/5

Trustpilot

Would leave 0 rating if i could

Would leave 0 rating if I could. I moved out in August and i'm still on the tenancy, despite me talking to several people over the course of this time and it being stated to me on two separate occasions that the new tenancy has been issued. I've been told i owe thousands of pounds in rent which i don't as i don't live there anymore and now they're refusing to tell me if it's been escalated to credit companies. Quite honestly dumfounded by the lack of organisation and respect from acorn.

Billie · 22 April 2020

★★★★★ 1/5

Trustpilot

So disappointing

Promised 4 weeks rent back at the end of our tenancy. 2 months later and we are still waiting. They are trying to lay the blame on the landlord but it wasn't the landlord who advertised that promotion but them (false advertisement?) Now they don't even reply to my e-mails. Unacceptable. We always paid our rent on time and kept the flat in excellent condition. We are so disappointed.Edit. Yes, I off course Ido have the email!! I just can't believe that after all this and after all those months you require 'evidence. I have already sent that email the day we moved out and it's still 'being handled'.

Elina · 14 April 2020

★★★★★ 5/5

Google

The staff are very helpful and pleasant to work with

Sarah · 2 September 2025

★★★★★ 5/5

Google

Excellent customer care, Kaitlyn Marshall looked after us very well!

Philip · 2 September 2025

★★★★★ 1/5

Trustpilot

They don’t even deserve1 star

They don’t even deserve1 star, they have been the worst institution that I have dealt with in my life. Their services are horrendous. The people working there are rude and hard to talk to. Their flats are not safe, no sound proof and expensive. We have lived in one of their properties for 2 years. The alarm was going off 3 sometimes 5 times a week, the lifts were always broken. On top of that, they have decided to change the cladding when we moved in. The noise was unbearable.Be really careful before signing any contract with them

Nawal · 15 January 2020

★★★★★ 1/5

Trustpilot

The bannister being broken for best…

The bannister being broken for best part of 2 years and lack of hand rail and as a result I fell down stairs have a fracture and soft tissue damage We had 3 contractors out and STILL NOTHING done Try checking again Keith Hart Thornaby

Colleen · 21 April 2024

★★★★★ 1/5

Trustpilot

Utterly incompetent building manager

Possibly the most unprofessional and incompetent property management I've ever encountered. Slow to rectify faulty public areas and unclear communication. I've had several issues with regards to rent payments, misleading information regarding apportionment of rent to the extent where I have had to seek advice from citizens advice and Shelter who advised me to report to trading standards. Only after providing this information was I listened to however, property manager is now avoiding direct communication with me which frankly, is the most pathetic thing I've ever come across. Probably won't be renewing my tenancy because of this ridiculous inability to manage anything let alone an entire building.

Nicola · 4 December 2019

★★★★★ 5/5

Google

Really happy with the service we received. Very professional, always swift with responses to requests, a big thank to Glenn and the team for making our move happen on time!

Naznin · 6 June 2020

★★★★★ 1/5

Trustpilot

Incompetent staff, take deposit then refuse property

The very first agent i spoke to on the phone to view a property rental was extremely awkward, which isnt a great first impression but no major warning signs yet.We turn up at the property and turns out the agent had double booked themselves multiple times so despite turning up 45 minutes early we ended up seeing it late. Okay, slightly annoying but it happens.Then they asked us to fill out a sheet with our information, who would be moving in etc. Filled it out, sent it to them and phoned them up to make sure it was received etc. Seemingly there was no issue since they then asked for a holding deposit from us after receiving all this information not long after (bearing in mind the information on this property stated it was available immediately but actually wasnt available for a month, which we found out at the viewing). We pay the holding deposit immediately, all fine.The agents didnt phone us back with any info on what was happening so we phoned them up and then they came up with multiple excuses such as "oh, we think theres too many people moving in..." Okay, thats not much of an issue since 2 of the tenants travel very frequently and will only be there for a limited time in the year. It was a 2 double bedroom house with 4 people listed to go on the tenancy, so I dont understand how this is somehow an issue but I digress.This was explained and the agent said okay, they would phone the landlord and inform. We never got a phone call back. We phoned them again, turns out that agent wasnt working that day and seemingly never phoned the landlord either so we explained it to a second agent again. They said okay they would phone the landlord and explain it and phone us back... Surprise surprise, we got no phone call back yet again. We phone them back again another time a couple days later and get back on the phone to one of the agents again, then they say that the landlord doesnt think we're telling the truth...? But they saw all of this information on the form we filled out before we paid the holding deposit and it wasnt an issue but now suddenly they dont believe us? We also were told we needed to pay 12 months in advance to be eligible to rent the house, which we said was fine and not a problem. We also had a landlord reference ready if they needed it which was never asked for.They took our holding deposit and didnt inform us that they had given the property to someone else, plus the property was still listed as being on the market (still is in fact) the whole time, despite us paying the holding deposit already.They took our money then never bothered to phone us back a single time to inform us of anything that was happening and obviously they had another set of people in mind to move in but again, never phoned us up and never intended to take us in the first place.Incredibly incompetent set of staff that will take your money for ransom for as long as possible that never phone you to inform you of what is going on. I was shocked to see how bad their ratings were, definitely will never use these agents ever again. Avoid them like the plague. The reviews are completely accurate.

Emily · 22 July 2019

★★★★★ 5/5

Google

I would recommend JW Wood estate agents. I was with dealt by Sandrine during a recent house purchase. All matters were dealt with quickly and politely which led to a successful offer on our new house. Thank you!

Jonny · 2 August 2024

★★★★★ 1/5

Trustpilot

Less than poor

Less than poor - do not use this agency to manage your property.Their charges are extortionate and they do nothing for their fee. My agent was off sick for weeks and no one took over the management of my property. The tenants were smoking cannabis and I was having to deal with the complaints.They also failed to inform the tenants that the property is for sale and so the tenancy was short term.I will be filing a formal complaint.Their sales dept at Crystal palace are not much better. If your property is not the easiest sale they quickly lose interest, fail to provide feedback and avoid your calls.If I could give a zero I would.

Eleanor · 8 May 2019

★★★★★ 5/5

Google

We sold our flat through John Payne and had a great experience. We had a few bumps in the road (no fault of anyone’s) and Oliver at John Payne supported us all the way through to completion. Hopefully we won’t be moving again for a while but if we do we’ll definitely come back!

Mia · 22 August 2023

★★★★★ 1/5

Trustpilot

Absolutely terrible in every way

Absolutely terrible in every way possible. They don’t know what they’re doing and haven’t sorted anything. We’re paying for the most expensive apartments in the city we live in and everything ( including water ) keeps going down, it’s been months and they haven’t done anything at all to sort it or fix anything. Going through documents with them was terrific, they can’t keep up with dead lines for contracts etc. They keep trying to charge us for things we don’t owe them. Absolutely horrific

Jicky669 · 26 January 2019

★★★★★ 5/5

Trustpilot

Excellent, wonderful, terrific

We used the Dulwich Office and Paddi and Martin have been wonderful. We had more people look at the house in one week than we had had in the previous 2 years. They really made things happen and must have sprinkled a little magic dust on the place because it sold! The staff were really helpful at all times and all the information that we or the buyers needed was to hand. I cannot sing their praises highly enough. Please keep going this way guys!

Terry · 22 January 2019

★★★★★ 1/5

Trustpilot

Been Trying To Get Someone To Help For 4 Months

Have been trying to get an issue resolved for 4 months now, every time we contact someone we're told it'll get passed on and someone will be in touch, never happens. We're calling at least once a week at this point, often more, and I don't know what to do anymore, nobody seems to want to help.Also had lots of issues trying to move in, was told we couldn't move in on the date our tenancy started because originally the keys from the last tenant hadn't arrived to the landlord in time, then we were told it was because the builders hadn't finished everything in the kitchen and it was unsafe (the only things that needed doing before we moved in was installing the fridge and the extractor fan, they had about a month to do this from putting down the deposit to moving in), and then we were told the landlord hadn't sent the keys yet, and they might be here in time, but they might not. We were told all of this this the day before our move in date, we'd already hired help and had furniture deliveries coming. In the end we got the real reason from someone else at the company, the last tenant had been unreachable since leaving and had never sent the keys (we suspected as much as they accidentally sent us an email meant for someone else demanding the keys back and furniture to be moved as someone was about to move in prior to this). We managed to move in on the day in the end as they finally agreed to change the locks. Before we found out the full story, we were continuously lied to and kept getting our date pushed back, but it doesn't sound like they were ever getting these keys and I don't know what would have happened if we hadn't kept questioning the explanations that were being given.

Em · 21 January 2019

★★★★★ 5/5

Trustpilot

Josh has been very helpful and…

Josh has been very helpful and understanding with our rental search and listened to our needs. Great service 👍

Charlie · 6 May 2022

★★★★★ 5/5

Google

Easy to deal with, responsive. All you could ask for.

Matthew · 2 August 2025

★★★★★ 5/5

Google

Friendly and helpful team made the sales process run smoothly

Robert · 2 August 2025

★★★★★ 5/5

Trustpilot

Absolutely outstanding

Absolutely outstanding! We have just exchanged on our first property. We delt with 3 members of staff Kieran, Steve but the main man was Dan from Gravesend. All of the staff were amazing! Great communication, always contactable and accommodating. Fab team all of them. Wouldn't bother going anywhere else.

Kira · 1 December 2023

★★★★★ 5/5

Google

Max was brilliant and very efficient in helping us to broker a deal with the vendor and everything in between. …

Yemi · 9 October 2021

★★★★★ 5/5

Google

Excellent service from Julie, Sandrine and the rest of the team at JW Wood Darlington throughout our purchasing experience. Julie has lots of helpful knowledge on properties and the area. Thank you, Tony and Amanda

Amanda · 2 August 2024

★★★★★ 5/5

Trustpilot

Very pleased with the service received…

Very pleased with the service received on the sale of my flat. After taking over from another agent the number of viewings rocketed resulting in a number of offers. Throughout Leon, Charlie and the Grove Park team were responsive, professional and gave excellent advice. I would not hesitate to recommend for anyone looking to sell a property.

Neil · 27 February 2023

★★★★★ 1/5

Trustpilot

Just avoid

Currently dealing with Jamie Perrin regarding a minor dispute over works done, paid, deducted etc - seems to find it utterly entertaining to send patronising, sarcastic and tedious emails and is enjoying being obnoxiously difficult over the phone. I'm not entirely sure what one gains from behaving or talking to tenants the way he does but he seriously needs some customer service training.Absolute nightmare to deal with when support is needed given current circumstances.

Current · 5 May 2020

★★★★★ 5/5

Google

Very helpful Adam, He helped me very well! I have already been a customer in the past, I should never change! thanks to the johnpayne Eltham team to Enjoy me back 🤞 …

Marcos · 21 August 2024