Trusted Agent profile · London
★★★★★
923 reviews across 2 platforms
246 Old Brompton Road, London, SW5 0DE
Marsh and Parsons's office in London, at 246 Old Brompton Road, is rated 4.2 out of 5 across 923 reviews on two platforms, including 123 Google reviews rated 4.6.
Tell us what you need and we'll put you in touch. Marsh and Parsons hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near London.
Every review we hold for the London office, from every platform, shown as written. First names only.
5/5
GoogleThe best estate agent experience I’ve had, Vic was really helpful
Dear Em, Thank you for your kind comments regarding Vic and your 5* review. We are grateful that you have taken the time to leave a review. Kind regards, Marilyn Plews, 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
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
1/5
GoogleAwful agency that used borderline harassment techniques to try to bully us into paying more rent with absolutely no legal recourse. Even if I find my dream house listed by Marsh and Parsons, I'll stay away because they'll manage to turn the experience into a nightmare. Their property management is also the worst I've experienced in 12 years renting in London.
Hi Ignacio. Thank you for your feedback. We’re sorry to hear that your experience with Marsh & Parsons hasn’t met your expectations. Please may we ask that you send more details to our Customer Service Team at, customerservice@marshandparsons.co.uk so that we can investigate this matter further. Kind regards, Marsh & Parsons Head Office.
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
1/5
TrustpilotLack of Integrity, money machine....
Absolutely disappointed by M&Ps management of our flat. Our flat was returned in a poor state. We used to pay them additional fees in order to manage our property, but felt as if they were continuously recommending works and when we refused they would leave things broken, rather then how they were initially. We've tried several times to rectify issues, but of course everything would require more money. What really caused me to question their integrity was when I was told that perhaps I could suggest holding back some of our tenants deposits to cover the costs.
Hi George, we are of course sorry that you are not happy with your experience. Our third party contractors had to remove a bath panel to carry out some necessary works requested by your tenants; as is often the case in these situations, the contractor advised that the panel would need to be replaced but you did not allow them to proceed with this. In the meantime the tenants manually replaced the panel which has resulted in some minor damage. Please note, it is not the contractors responsibility to cover these costs nor does this fall to Marsh & Parsons. We are confident that we have kept you well-informed and guided throughout, and strongly refute any claims of avoiding our responsibilities/obligations. Kind regards, Marsh & Parsons
4/5
TrustpilotHad a really stressful time recently…
Had a really stressful time recently with my tenancy. However Tor, from the Renewals Team, was incredibly helpful and managed to resolve the issue for me quite promptly. Thanks again, it's very much appreciated.
Dear Michael, 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
1/5
TrustpilotThe worst letting agent imaginable.
I wish I had read Trust Pilot before engaging them to find a tenant. They are worse than bad and have lost us over £20,000 in unpaid rent. They recommended a tenant who was out of work, gave a dummy employer reference and was evicted from her previous flat. They have no concern about customer satisfaction at all. Their rent collection system is designed to be complicated so the landlord can not understand it. The manager of the Clapham office, Georgie, is a crook and a liar. Avoid Marsh and Parsons at all costs or use them to your peril. The only way they can still be in business is by conning people.You just replied saying contact you but who do I contact and on what number?
Hi Trevor, we are sorry that you are not happy with your experience. Unfortunately we are unable to find your details on our system- if there is anything you would like to discuss please feel free to get in touch. Kind regards, Marsh & ParsonsEdit: Hi Trevor, feel free to contact the Clapham office on 020 7501 3666. Kind regards, Marsh & Parsons
1/5
TrustpilotBeware beware , ive been mugged
Beware beware , they asked for a 325 £ deposit , called on a saturday morning at 8 am and bullies me to pay them a deposit or i will lose the property i was about to rent , basicly my income of 3500£ a month was not suficient to rent 1 bed room flat , so i ve lost my deposit , i ve been literaly coned by THabita and the staff there , pls do not use !!! After i left my review they say that im not in their sistem , ahahha
Hi there, we are sorry that you're not happy with your experience. We reiterate that we cannot find your details on our system, but please feel free to get in touch if you have anything you would like to discuss. Kind regards, Marsh & Parsons
1/5
TrustpilotI never leave reviews but this was bad
I never leave reviews, but our eExperience was so bad I feel it necessary. The agent who showed us around brackets (Michael, Northcote Road) was completely unprofessional, time wasting and careless. To make things worse they have non-stop called me, emailed me and texted me since this- trying to get me to rent other properties from them. I have told them so many times now that I’m not interested and have even blocked their number. They managed to get round this by messaging me on mobile numbers.
Hi there, we are sorry that you are not happy with your experience. Unfortunately there was a mix up which resulted in your appointment being delayed, which we do apologise for. Since then we have worked to find you an appropriate flat; as you registered interest in several areas you will have been contacted by different agents from the corresponding offices. Kind regards, Marsh & Parsons
1/5
TrustpilotIf I could give -5 Stars I would !
A dreadful agency to work with !We visited a property in Kensal on 12 Kilburn Lane with my 6 month old daughter and wife. Not even the rats would wany to live there. The property was on offer at far to high a price and the condition of the flat was dire and smelled of an ashtray not to mention the agent was 10 minutes late for her own viewing. It should have been professionally cleaned even before being viewed.Also we visited a flat with another agency on the same day only to find out that this estate agency already pinched it by showing it one hour prior to us on th same day to one of there potential customers.When getting a courtesy call from one of the staff I commented on the above an how I was still looking for property. She seemed very upset when I expressed my opinion on how all agencies do not communicate to one another and how they are happy to let you view a flat knowing that another agency in turn might have already let it out ! (which is when the agent put the phone down on me).This type of attitude will not flow in this industry especially during these time !I would avoid them at all costs !
Hi Ade, we are sorry that you are not happy with your experience. Unfortunately we are unable to find your details on our system- if there is anything you would like to discuss please feel free to get in touch. Kind regards, Marsh & Parsons
5/5
TrustpilotVictry Simbo - tenancy manager…
Victry Simbo who is the tenancy manager I deal with and who handles all our multiple properties that we rent through Marsh & Parsons, is always quick to respond, very efficient, super helpful and always polite and friendly so I feel really looked after.
Dear Elli, 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
1/5
TrustpilotUtterly unrealiable and incompetent
Marsh & Parsons are utterly incompetent and unreliable. Have had so many issues with their handling of a rental property - from getting almost ALL the furniture orders wrong (which they only agreed to correct after we threatened legal action) to leaving a malfunctioning boiler and shower (the only shower in the property) unresolved for over 3 months, during a global pandemic. It’s exhausting dealing with them, everything is more convoluted than necessary. Perhaps they feel the need to prevaricate, and obfuscate to prove their utility. Awful experience, would strongly advise avoiding dealing with them altogether. Would never trust my purchase, sale or rental of a property with them.
Hi Chai, we are sorry that you have experienced problems with during your tenancy. Unfortunately, as you live in a listed building there is a degree of complexity involved in installing a new boiler to this property - but we are working with our client to present a solution as soon as possible, and in the meantime have organised a pump installation to improve its performance. Your complaint is being handled by the relevant department manager at present and your landlord has been looking at options to resolve this matter for you. Kind regards, Marsh & Parsons
5/5
TrustpilotProvide a great management &…
Provide a great management & professional service (thanks Derbhla)
Dear Rooprah, Thank you for leaving a wonderful 5 star review. Kind regards, Lesley Alford, Customer Relations Team
1/5
TrustpilotWorst Experience
After a smooth renting process, I have received the worst kind of property support from M&P. We received the house in the worst condition - dirty floors, filthy appliances that don't work, stuff left behind by previous tenants, and dirty windows. Our managing agent was out of office during our move-in and has not helped us one bit to resolve any issues. We are constantly following up and trying to make this house habitable for us to move-in but receiving no support in return. I will never live in a property managed by M&P again.
Hi there, we are sorry that you are not happy with your experience. The property was cleaned to a professional standard before you moved in and the landlord has since agreed to cover the cost of cleaning the inside of the oven for you. While we do not have property managers on-site during a move-in, the Lettings manager was on hand three hours before your check-in time to allow everything to run smoothly. We believe that the property is habitable, and our understanding is that all items referenced have been addressed and are being handled by the relevant department in due course. We also understand that your property manager is in daily communication with you through email and over the phone should you wish to discuss this further. Kind regards, Marsh & Parsons
5/5
TrustpilotMarsh and Parsons have managed my…
Marsh and Parsons have managed my tenancy for several years. Responsive and reliable. They are always quick to get back to me when I have a question. Will continue to use them and happy to recommend
Dear Benjamin, 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
TrustpilotGreat experience
I was shown two properties by Zarq Khattak when I was looking to rent in Acton. He was extremely professional and very helpful. He was one of the best agents that I dealt with in my search, with a clear attention to the needs of the client.
5/5
TrustpilotI’ve been renting my flat in London…
I’ve been renting my flat in London through M&P the past 5 years or so and they’ve been excellent. Derbhla especially have been helping me out with any worries or q’s I’ve had throughout the years over the property. She’s been very thoughtful and punctual and have been great for me.
Dear Christen, Thank you for taking the time to leave a lovely review regarding Derbhla. Kind regards, Lesley, Customer Relations Team
1/5
TrustpilotStay away from Marsh & Parsons - By far the rudest agents I worked with
Stay away from M&P. We sold our flat with William Hughes-Ward at M&P Chelsea. He could not have been more rude. I would have pulled out but the owner my mother did not want to as we had got to the last round. They do NOT care about people. I then on numerous occassions wrote to HQ and received NO response. They are the ONE agency I will never work with to rent out my properties again in London.
Hi there, we are sorry that you're not happy with your experience. Unfortunately we cannot find your details on our system, but please feel free to get in touch if you have anything you would like to discuss. Kind regards, Marsh & Parsons
1/5
TrustpilotVery disappointing tenant experience
Renting a property with Marsh & Parsons has been my worst experience I had with a lettings office.We were renting a 3 bedroom furnished flat in Fulham. Upon arrival, 1 of the 3 beds in the property was dismantled and thus, unusable. We made numerous complaints to the property manager for fixing it and even after two weeks in our tenancy they still hadn't provided a solution. I finally assembled it myself using my own tools and buying any missing pieces, screws etc, since I literally had no place to sleep.Additionally the house was painted one day before our arrival and all the windows and doors were shut in the house. As a result, there was a strong smell of paint for more than a week in our tenancy. From that point on whatever interaction we had with the agent would take at least a couple of weeks to complete. At the end of the tenancy the property manager and landlord claimed 2200 pounds of our deposit for redecoration costs and damages! Thanks to TDS however, and not thanks to M&P, we got 90% of that money back.It's not clear to me how much of this falls on the landlord but certainly the communication from the property manager should have been better, especially as to what amount is fair \/ makes sense to claim.What I do know for certain is that I will not be renting again with Marsh & Parsons.
Hi there, we are sorry that you're not happy with your experience. Unfortunately we cannot find your details on our system, but please feel free to get in touch if you have anything you would like to discuss. Kind regards, Marsh & Parsons
5/5
TrustpilotMarsh and Parsons appointed a new Tenancy Manager
Marsh and Parsons appointed a new tenancy manager, Victry Simbo. She took over a complicated tenancy situation and worked hard to sort out a mess to everyone's satisfaction, Landlords as well as tenants. Very professional, courteous, efficient and timely in her actions/responses.
Dear Nishta, 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
1/5
TrustpilotStay Clear
Used to work in this industry and these guys give themselves a shocker of a name! Staff make so many mistakes. Cannot answer a call past 6 (which for an estate agent is unheard of?). Contracts have endless mistakes in. Endless problems with billing and no explanations of how and why they are charging for set things. Save time. Use anyone else but these.
Dear Mr Kerr, 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
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Tell us what you need and we'll put you in touch. Marsh and Parsons hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near London.
