Trusted Agent profile · London
★★★★★
1,052 reviews across 2 platforms
28 Old Town, London, SW4 0LB
Marsh and Parsons's office in London, at 28 Old Town, is rated 4.3 out of 5 across 1,052 reviews on two platforms, including 274 Google reviews rated 4.7.
Every review we hold for the London office, from every platform, shown as written. First names only.
5/5
TrustpilotWeronika was very helpful and efficient.
Dear Jenny, Thank you for taking the time to leave a wonderful 5* review. Weronika will be thrilled to read your kind comments. Kind regards, Lesley, Customer Relations Team
1/5
TrustpilotAvoid Marsh & Parsons
Already agreed offer was followed by higher amounts in tenancy contract/ Tenancy Agreement, different contract clauses, also increased deposit. After complaint they retained also part of initial deposit. You have options to complain to Property Ombudsman and to local council for a dishonest and unfair trading behavior OR AVOID Marsh & Parsons from the very beginning.Update: It is weird that Imperial College promote this cheating company with direct emails to students. I understand someone take some money to promote. Ms Alice Gast knows ? TheGuardian this could be an article !
Hi there, we are sorry that you are unhappy with your experience. Unfortunately there is not enough information here to find you on our system; please do feel free to get in touch with your local branch directly if you have anything you would like to discuss. Kind regards, Marsh & Parsons
1/5
TrustpilotMarsh and Parson Barnes terrible agents…
Marsh and Parson Barnes terrible agents worst ever experience never again. I found a flat from them and then we did all the legal and paper works, we paid our deposit and the next day she call me saying that the landlord back out, so I ask her to refund the money she told me it will take 5 working days I said ok. She offer me another (not even online) same we we're about to start the paper works because the landlord accept our offer, she call me again saying the the flat happens to be the landlord has a outstanding legal matters to be dealt before it cannot be rented. So this is 1 week past already since they told me it will take 5 working days for the refund, I ask her where is my refund she said its been process today, I was surprise what happen to the last 7 days? I let it go counted for another 5 working days call them and then she and her manager telling in couple of days, I told them I will take it further if they refund my money the next day and funny because they still have guts to offer me another flat which out of our budget, I kept thinking maybe they don't want to refund my money and keep it to them? and also they never answer my emails they only call. I cannot put an offer to other agents because they dont refund my money. It took me two weeks to refund my money with thousands of emails from me (never answered) and lots of calls (from them). I was about to call the police, I already went to citizen advice website to report but never get answer. I was about to call the police the next day finally they paid after two weeks. I was just afraid because we have 1 year old child and not enough time to look for a place to move in.*note I don't mention the agent and her mangers name because I dont want them to loose their job I just want them to learn and respect, put their feet on their clients shoes. Saying sorry wont work if you dont do your job properly. Specially if its about money because all of us working hard to earn it.
Hi there, we are sorry that you are unhappy with your experience and for the delay in processing the refund. Unfortunately the staff member needed to approve the refund was on holiday which caused the delay. We can confirm that you have now received your refund and we have also spoken with you on the phone to confirm this. Kind regards, Marsh & Parsons
5/5
TrustpilotAva was very responsive and helpful and…
Ava was very responsive and helpful and got documentation to me very quickly
5/5
TrustpilotMarsh & Parsons is a fantastic estate…
Marsh & Parsons is a fantastic estate agency with a team of knowledgeable and professional agents. They have helped me find the perfect property and made the process as smooth and stress-free as possible. Their attention to detail and willingness to go above and beyond to meet my needs was truly impressive. I would highly recommend them to anyone looking to buy or rent a property in London.
Hi Steve, thank you for taking the time to leave such a positive review. We're so pleased to have helped you find your perfect home and we will be sure to pass your feedback on to our team. We hope we can be of assistance in the future. Kind regards, Marsh & Parsons.
4/5
TrustpilotTwo great managers
Two of the lettings managers I dealt with were excellent - Jonathan Jarman-Ho and Harry Bunn. Unfortunately one other manager was not but he didn't last long so presumably this was noticed by others.Jonathan and Harry had to deal with a very difficult tenant and did so efficiently and with understanding.I would highly recommend them.
Dear Alexandra, Thank you for your review. We take on board all feedback and appreciate you taking the time to do so. Kind regards, Lesley, Customer Relations Team
4/5
TrustpilotRequest to correct Landlord Statement.
Ms Stanislava Sebest responded to my email request promptly. I replied with further explanations. She double-checked with her Accounts team the info I gave her. She then acted upon her findings and communicated with me the outcome of her action. The matter was resolved within the ~hour. Well done.
Dear Abdelatif, Thank you for your review and for taking the time to share your feedback. Our priority is to offer the best service for our customers and we are glad we have met that. Kind regards, Lesley, Customer Relations Team.
5/5
TrustpilotCommunication with tenant
Having continuous complicated issues with the tenant Phoebe has managed the communication between us and the tenant with caution and care. Striving to solve the issues raised by the tenant as soon as possible, and keeping us informed.
Dear Nadine, Thank you for the 5* Review and for taking the time to share your feedback. Our priority is to offer the best service for our customers and we are glad we have met that. Kind regards, Lesley
1/5
TrustpilotHere we go again
Here we go again. M&P continues to solicit a block of flats for sales when every flat is owned by one landlord.For 5 years I have responded to their letters explaining the same thing. It would be mildly amusing if it weren’t so easy to get this information and so wasteful to continue annoying the tenants.
Dear Kathy Powell, I am sorry to read your 1* review. I am unable to locate you on our database. If you could provide us with more information at customerrelations@marshandparsons.co.uk. I can look into this further for you. Kind regards, Lesley Alford, Customer Relations Team
5/5
GoogleBought my first place of my own in Clapham Old Town with Theo Hall's guidance. Thought he was extremely professional and knowledgeable throughout, and really knew his stuff about the properties in the area, street by street. He took on board my requirements and preferences and didn't waste any time showing me unsuitable properties. Above all, a really nice guy and Marsh & Parsons have given me a great experience. Would definitely recommend!
Hi P, thank you so much for taking the time to leave your kind review! We're delighted that you are happy with your experience and will be sure to pass your feedback onto Theo and the rest of our team in Clapham. All the best, Marsh & Parsons
1/5
TrustpilotMarsh & Parsons Balham - Steer Clear!!
It's always important to re-read contracts, clauses and requirements. We requested M&P to add a break clause to our 3 year contract, they said they'd discuss it to the landlord. They came back to us saying congrats, agreed, rent X, term X, but failed to mention the break clause. We assumed all was agreed. Signed, but now trapped in a 3 year lease. Whether it was underhand negotiating tactics, or just incompetence that they left it out (on both ours and their side), but we are stuck and M&P refuse to help. I won't deal with them again. They aren't trust worthy, and do not have your interests at heart.
Hi there, we are sorry that you are unhappy with your experience. We would like to note that the break clause was removed as part of negotiations with the landlord, in order for you to secure the flat at the price that you are paying. The changes to the final offer were confirmed with you in writing before it was sent to the landlord. The terms of your lease were also in the contract sent to you to sign after the offer had been agreed. Kind regards, Marsh & Parsons
5/5
GoogleWe had a great experience with Jack Peggie. He found some great places for us to look round and answered every single one of our questions immediately. 100% would recommend. He made the process so much easier.
Dear Matthew, Thank you for taking the time to leave such a great review, your comments are really appreciated and we are delighted you received a 5* service. Kind regards, Lesley
5/5
TrustpilotExcellent Property Management
They have been managing our property since we moved in, in September, and so far we haven't had many issues with the property. However, whenever we have had concerns or issues, Marsh and Parsons and our property manager have been very quick to respond and to get the issue resolved.
Dear Lucy, Thank you for taking the time to leave such a great review, your comments are really appreciated and we are delighted you received a 5* service. Kind regards, Lesley, Customer Relations Team
5/5
TrustpilotGood support on a complicated house purchase
The agents involved in our purchase of a property in London were great. It was a complicated deal that involved a lot of patience. They managed the difficult vendor very well.
Hi there, thank you so much for taking the time to leave us your kind review! We are delighted that you are happy with your experience- wishing you all the best in your new home. M&P
1/5
TrustpilotFeels like I ve been Robbed with no prior warning....
Do not use Marsh Parsons if you want to be lied to and treated less than a human being. It’s been three months and I still have not got ANY deposits back or any confirmation as to when. They did not return my numerous calls and only replied to my emails after 2 months. Then they threatened and made allegations that I broke the contract and even lied that they have no recollection of the written confirmation. In my view - this is stealing of my deposit monies. They say they have no contractual relationship with me which is awful surely if you are the managing agent you would have integrity and treat your customers at least with some level of decency. I will have no choice but to report them to the property ombudsman to have the agency fully investigated and seek readdress.
Hi there, we have received your complaint and it is currently being dealt with by the relevant department. However, you did break your contract outside of the agreed terms, and we have subsequently communicated the situation regarding your deposit in detail to you. Marsh & Parsons acts as deposit stakeholders and as such does not make any monetary gain from holding your deposit. We also strongly refute the claims you have made regarding how we have operated or our intent. Customer service is of paramount importance to us and your situation is no different. You will receive a response through the appropriate channels in due course. Regards, Marsh & Parsons
1/5
TrustpilotWORST Customer service ever
A friend and I recently viewed a flat in Kensington Olympia. The flat looked really nice and we were excited to move forward with the application. However, the agent became really pushy. We wanted a standard 1 year contract with a 6 months breaking clause (like other agencies offer, or even direct landlords). But the agent made it same as she and the landlord were doing us a favour by offering a 3 year contract with a 16 months breaking clause. (???)We didn't want this because all the furniture would have been replaced by the landlord. So basically she wanted us to sign for a 3 years contract for a place with furniture we have never seen before.We made a list of the furniture we would require and she made it seem like we were asking for too much and started to be rude towards us.Also, she contacted us during business hours and if we didn't reply for 40 minutes she would text us again asking for updates. We work, we are in meetings and we have things to do. But that didn't stop her, she kept texting and pushing us. After noticing all these red flags, we withdrew our offer form. I recommend that you stay away from Marsh and Parsons. They make it seem as they are doing you a favour by forcing you to sign a 3 years contract, but remember that you are the ones committing to spend your money. So you are making a favour to them, hence they should be way nicer to potential tenants.
Hi Gonzalo, we are sorry that you are unhappy with your experience and we have taken your feedback on board. However, we would like to note that we gave you the best possible advice, which in this case was a longer contract than you wanted, in order for you to secure your desired property. Kind regards, Marsh & Parsons
5/5
GoogleWe recently sold two properties through the Clapham Old Town branch of M&P. Both sales were complicated in different ways, and the sales team of Tom Harvey (Sales Manager) and Sarah Hickmott (Senior Negotiator) was absolutely brilliant. They were always available, gave us very good advice and support, and Sarah's day-to-day running of the negotiations was superb. An excellent result in each case. We can't recommend them highly enough.PositiveResponsiveness, Quality, Professionalism, Value
Hi Michael, thank you so much for taking the time to leave us your great review! We are delighted that you are happy with your experience with us and will be sure to pass on your feedback to Tom, Sarah and the rest of the team in Clapham. All the best, M&P
5/5
GoogleTobi was very helpful, professional, and easy to work with.
Dear G S, Thank you for your lovely words and for leaving a 5* review. Kind regards, Lesley Alford, Customer Relations Team
5/5
TrustpilotHarry was really helpful and
Harry was really helpful and efficiently attended to my issues.
Thank you for taking the time to leave a lovely review regarding Harry. Kind regards, Lesley Alford, Customer Relations Team
5/5
GoogleMarsh & Parsons recently sold our two bedroom garden flat and were incredible throughout! It was clear the team were highly experienced, had strong networks and post accepting the offer they ensured everything ran smoothly, right through to completion. Thank you so much!
Dear Siobhan, We are really pleased to hear you enjoyed your experience with us and thank you for leaving such a lovely 5 star review. Kind regards, Lesley, Customer Relations Team
3/5
TrustpilotSlow to Reply/Minimal Help
Initially, M&P was slow to respond when I faced issues in my apartment. I learned this is because my original agent had quit. I was transferred to a new agent about halfway through my tenancy and he was much more responsive but still not as helpful as I would have liked.
Dear Madison, Thank you for your review. We take on board all feedback and appreciate you taking the time to do so. Kind regards, Lesley, Customer Relations Team
5/5
TrustpilotEllie and Abdullah were great!
During my 20 month tenancy at property managed by Marsh & Parsons I was primarily in contact with 2 property managers Ellie Hodkinson & Abdullah Leghari, both were highly responsive, attentive & professional. Any issues were dealt with in a timely & purposeful manner. Very pleased with my overall interactions with them!
Dear Mason, Thank you for taking the time to leave such a great review, your comments are really appreciated and we are delighted you received a 5* service. Kind regards, Lesley, Customer Relations Team
5/5
TrustpilotExcellent service from M&P
Callum and his colleagues at Brook Green Branch have done a terrific job selling our flat recently. Working to a tight timetable and with an overseas buyer, they brought the sale to a successful conclusion on the planned day of completion. Also, having rented this flat out over the past 11 years through Marsh & Parsons we have found that they have managed this process efficiently and effectively. Their staff were always polite and a pleasure to deal with.I would have no hesitation in recommending Marsh & Parsons for selling and letting property.
Hi Barry, thank you so much for taking the time to leave us your kind review! We're delighted that you are happy with your experience with us and will be sure to pass on your feedback to the team at Brook Green. Do let us know if there is anything else we can help with. All the best, M&P
1/5
TrustpilotWe were let down by Marsh&Parsons in…
We were let down by Marsh&Parsons in Barnes. We put our house on the market and everything was great until we had two buyers bidding for our house. Buyer A was a mum without a chain who was desperate to move to Barnes to be close to a local school, hence hugely motivated and a very reliable buyer. Buyer B was a young couple who just wanted to move into a house from their flat so not massively motivated and with a chain. Barnes branch manager Paul strongly advised against buyer A and for buyer B. We kept hearing him mention his 20 years of experience and were eventually convinced to stick to buyer B partly due to our integrity, as we already accepted an offer from them. Buyer B showed many disturbing signs of not being committed to sale demanding extra documents and looking for flaws. Every time we expressed our doubts about buyer’s B commitment, Paul he yet again convinced us that the buyer B was the right choice. Unsurprisingly buyer B pulled out of the sale after 2 torturous months following Hammersmith Bridge closure to pedestrians. I reached out to buyer A, who was very reluctant to go back to Barnes’ March&Parsons as she felt she was discriminated against by Paul, so bringing her back on board took some convincing and a £20,000 price reduction. During the process I learnt a few ugly details about her communication with Paul. I cannot know for certain what Paul’s motivation was when he advised against buyer A. The buyer A herself thought he saw the opportunity to satisfy a very demanding buyer (buyer B) and seeing buyer’s A motivation he knew any sale would be straightforward. I felt there was a hint of prejudice or possibly racism. Whatever the reason, when I called Paul to speak about the fact that buyer B pulled out, I did not even hear an apology. I asked for a reduction in agency’s fees as we lost at least £20,000 on this sale (buyer A did offer £25,000 extra, which Paul denied) and his response was a definite ‘no’. I guess I would not be writing this if he at least apologised for his very costly advice.PS. The response below is half-filled with lies i am afraid - a real shame.
Dear Mrs Crow, We were surprised to receive your feedback given that you were fully informed of all communications during the negotiations with both potential buyers. You should recall Buyer A required two properties to be re-mortgaged alongside a new mortgage for your property. The due diligence we conducted indicated the financing would not be straightforward and until all applications had been accepted we couldn’t be confident in their ability to buy. We suggested this buyer pay a non-refundable deposit to mitigate the risk which they weren’t prepared to pay. This is why you decided to proceed with Buyer B. Unfortunately Buyer B found too many faults with your property and the legal paperwork provided and decided not to proceed. During that time, Buyer A was still receiving advice from their mortgage advisor and was eventually able to obtain the finance required to purchase your home. Market conditions and the closure of Hammersmith Bridge forced them to revise their original offer to a price you accepted. This buyer was guided through the purchasing process by Marsh & Parsons and eventually concluded the transaction with you. We strongly refute your claims of discrimination and racism. The team has worked tirelessly over a period of five months to secure you a sale and we are sorry you see things so differently. Kind regards, Marsh & Parsons
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