Trusted Agent profile · London
★★★★★
147 reviews across 3 platforms
71 Walton Street, London, SW3 2HT
Maskells Estate Agents Ltd's office in London, at 71 Walton Street, is rated 4.8 out of 5 across 147 reviews on three platforms, including 128 Google reviews rated 4.9.
Every review we hold for the London office, from every platform, shown as written. First names only.
5/5
GoogleOlivia is a fantastic professional. She has shown us a beautiful flat, and the degree of support and availability have been exceptional all the way through, also after the final closing. I definitely recommend Olivia and Maskells!
Thank you so much for your kind words Alberto, it was a pleasure helping you throughout the purchase. Wishing you all the best in your new home. Best, Olivia and the Maskells team
5/5
TrustpilotTen out of ten for Maskells
I have known the Maskells for many years, as they have managed my various sales and rentals in a small mansion block in SW3. I cannot recommend them highly enough, at all times being highly responsive, professional, helpful and incredibly efficient. I must single out the rental team, in particular Vashti and Peter, as they are brilliant to deal with and most agreeable too! Jamie, who, as head of sales, also has an excellent knowledge of the local market and how to navigate it strategically, and has recently sold a flat for me in a difficult market. Result! Well done everyone at Maskells and thank you.
5/5
GoogleWe are tenants in a terraced house in Chelsea through Maskells, and we are so very pleased with the service level and care taken during our time here! Joseph is in charge of the operations team and he is really amazingly helpful and …
Thank you very much for your kind review, Richard. We’re delighted to hear you’ve had such a positive experience and that Joseph has been so helpful and efficient throughout your tenancy. Best, the Maskells team
5/5
GoogleMegan was an absolute pleasure to work with. She’s professional, knowledgeable, and incredibly responsive throughout the entire process. Her attention to detail and genuine commitment made everything smooth and stress-free. I wouldn’t hesitate to recommend Megan to anyone looking for a reliable and dedicated real estate agent.
Dear Ailsa, thank you for your kind review! Best, Megan and the Maskells team
5/5
GoogleI have worked closely with Mitchell Murphy since February and have found him and the wider Maskells team to be charming, intelligent, thoughtful, efficient and most of all professional. The property we have worked together on has been unique and with its challenges and Mitchell was constantly looking for new solutions or angles to achieve a positive result. He was very creative in his approach to the problems that we encountered and always had a good humour in our conversations. I would not hesitate in bringing more business to him and Maskells and would recommend them without hesitation.
Many thanks for your kinds words Rosie. Looking forward to doing more business with you in the future. Best, Mitchell and the Maskells team
5/5
GoogleJamie and his team are an absolute delight to deal with. Experienced, knowledgeable and all round excellent agents it was a pleasure to acquire an off market flat in Chelsea from Jamie.
Thank you for your kind words Pat. Best, Jamie and the Maskells team
5/5
GoogleThe Maskells team are truly brilliant estate agents. Peter and Vashti were super, they found great tenants for the flat we were letting out. They ensured every single detail was taken care of from start to finish of the lettings process, taking all the hassle off my hands. Highly recommend!
Thank you for your kind words Tash! Best, Peter, Vashti & the Maskells team
5/5
GoogleI’ve been a customer of Maskells on Walton Street for ten years or so. Both the lettings team and the sales team are fantastic, and I wouldn’t hesitate to recommend them. Their service is very personal and attentive. The lettings team is excellent at finding reliable tenants and managing the property. They take every possible care over it, are proactive, helpful, professional, knowledgeable, friendly and supportive. Likewise with the sales team who have an excellent market knowledge, are helpful and hardworking, honest and trustworthy. Throughout the sale process, they kept the whole thing moving along, tirelessly liaising between all the parties and their lawyers.
Thank you so much for your wonderful review and for working with us for so many years. Your kind words about our team’s professionalism, knowledge, and support mean a great deal, and we will be sure to share your feedback with everyone. We truly appreciate your continued trust and recommendation. All the best, Peter, Jamie, Olivia, Vashti and the Maskells team
1/5
GoogleIncompetent and frustrating from start to finish. Routine maintenance issues were mishandled and allowed to drag on for months. Problems had to be chased repeatedly and only seemed to get attention once escalation was threatened. Basic follow-through was lacking. The deposit process was frankly amateurish. We were sent an inflated list of claims that included items clearly documented as pre-existing in the original inventory, which suggests the claims were never properly checked in the first place. Even after this was pointed out, staff appeared confused about basic deposit rules, including wrongly stating that landlord “authority” was needed to return undisputed funds. This caused unnecessary delays and stress and shows a worrying lack of knowledge for a professional lettings agent. Overall, the experience raised serious questions about staff competence and internal processes. Expect delays, errors, and to have to fight for fair treatment. I would strongly advise tenants to look elsewhere.
We do not agree that this review reflects the facts. To be clear, it is important to focus on the specific, documented facts, rather than broad characterisations. On maintenance: Let’s focus on the specific facts. Each reported issue was logged and acted upon promptly. Contractors were instructed on the same day issues were reported, with multiple attendances and interim repairs carried out. Where an appliance was ultimately deemed beyond economical repair, replacement proceeded as soon as landlord approval was received, a standard and unavoidable step in any managed tenancy. At no point were issues ignored or left unattended. On the deposit: Again, let’s focus on the specific facts and not unfounded allegations. The proposed deposit claim was prepared solely by reference to independent third-party check-in and check-out inventories, not unverified assertions. As is entirely normal within the deposit resolution process, the claim was refined through engagement between the parties, resulting in agreement without the need for adjudication. A reduction following discussion does not evidence incompetence; it reflects the process working as intended. On undisputed funds: Let’s focus on the facts here as well. Undisputed deposit funds were released promptly and well within the statutory timeframes prescribed by the tenancy deposit scheme, including same-day release at the outset of the process. The suggestion that funds were improperly withheld is wholly and factually incorrect. A minor wording issue in correspondence was acknowledged during a formal review, but it caused no delay, no loss, and no detriment. This matter was fully investigated under our formal complaints procedure at Managing Director level. On review of all records, correspondence, inventories, and timelines, no substantive service failure was identified. We take feedback seriously and welcome fair comment. However, we also believe that public reviews should be grounded in fact. In this case, the documented record does not support the assertions made above.
5/5
GoogleI highly recommend Maskells - I have rented with them for over 3 years and everything has gone smoothly. Special shout out to Joseph and Alex - thank you so much for all of your help! Great team :)
Dear Reem, thank you very much for your kind words, we've enjoyed working with you these last 3 years, do let us know if we can help in the future. Best, Joseph, Alex and the rest of the Maskells team
5/5
GoogleWe have greatly appreciated Hayley and team’s support during our lease! They are quick to respond to any question or issue that comes up!
Thank you Cristy, much appreciated! Best, Hayley and the Property Management team at Maskells
5/5
GoogleAfter a long and tiring search, I couldn't be happier that I had found a beautiful apartment with the help of Alex Coutts from Maskells. I cannot recommend Alex enough. He has incredible knowledge, is very professional, customer obsessed and super hard working. Alex provided me with all the information required, and supported me fully throughout the process with utmost patience and guidance. He was also kind enough to go out of his way and provide support during the move in 24/7 (inclusive of weekends). A huge thank you to Alex!!
Hi Dima, thank you very much for your kind words, and it has been a pleasure working with you. We hope you are happy in the flat, and here if you need any help! Best, Alex
5/5
GoogleIt is always a pleasure working with Olivia and the team at Maskells, Olivia works collaboratively and strives to keep matters progressing at a good pace for all parties.
Thank you so much Chloe! Always a pleasure working with you, your support really helps ensure smooth transactions. Looking forward to many more. Best, Olivia and the Maskells team
5/5
GoogleMaskells, especially Vashti, Hayley and the broader team have been absolutely amazing from the start. They have helped us find two of the most amazing flats we have been in over the past few years and have always been available for any emergencies or questions. I would highly rate their professional and personable attitude, with a keen focus on the finer details.
5/5
GoogleA great service. We could not be more pleased to have let through Maskells. Tabitha and her team at Maskells have given us a very personal service - it’s been so nice to have a small number of people dealing with everything. Thanks for all you’ve done - and rest assured we’ll be recommending Maskells.
Daisy, thank you so much for your review. Its been our pleasure to help you find a tenant. Best wishes, Tabitha and the Maskells team.
5/5
GoogleGreat service, Hayley was very friendly and helpful
Thank you for your kind words! Best, Hayley and the Maskells team
5/5
GoogleI had a great experience in searching an apartment in London with Poppy and the Maskells team. Poppy’s responsiveness and availability was outstanding, as well as her effort in making sure that everything was simple, smooth and efficiently handled. Poppy understood my needs and did her best to fulfill my expectations. I was well taken care of without any sort of pressure. If you are looking for a property in London, I recommend referring to Poppy and her team.
Raissa, I really hope you are enjoying your tenancy, you have a fantastic property manager who I know will look after you., Poppy
5/5
GoogleI recently rented a flat through Maskells and I’m thoroughly impressed with their service. From start to finish, the process was smooth, transparent, and incredibly professional. A special thank you to Megan, who was exceptionally helpful and always available to answer any questions I had. Her expertise and friendly approach made all the difference!
Thank you Omer, it has been a pleasure working with you. Best, Megan and the Maskells team
5/5
GoogleI’ve had a great experience working with Megan so far. She is professional, responsive, and genuinely attentive throughout the process. Communication has been clear and efficient, and she has taken the time to understand my needs while offering thoughtful guidance. A pleasure to deal with and a real credit to Maskells. Highly recommended.
Thank you for your kind words Adam. Best, Megan and the Maskells team
5/5
GoogleWe dealt with Alex Coutts at Maskells and it was an absolute delight. Alex was extremely professional in everything he did. He was candid and honest, he responded promptly to all our questions and throughout the process made us feel very comfortable.
Dear Johan, thank you very much for your kind review. Best, Alex and the Maskells team
5/5
GooglePeter, Vashti and the team are highly professional, proactive and kind. As a tennant since 2 years, they have helped us to solve a few technical issues we had with the property in a very efficient manner. They have always been diligent and balanced in their role as intermediaries between us and the landlord. They have a smart, diplomatic yet efficient manner to operate. I really recommend Maskells Agents in Chelsea.PositiveResponsiveness, Professionalism
Hi Cyrille, thank you for your kind review we are looking forward to continue to work with you.
5/5
GoogleI have rented a flat through Maskells. Megan has been extremely helpful and assisted me through the whole process.
Thank you for your kind words Efe, it has been a pleasure helping you and I hope you love your new home! Megan and the Maskells team
5/5
TrustpilotMaskells have been excellent
Maskells have been excellent. Writing as a landlord with a portfolio of properties in South Kensington we have found the entire team to be highly effective, communicative, consistent and a pleasure to do business with. Thank you to Peter, Vashti and Alex for all your help and great work.
Hello Kier, thank you for your kind words and taking the time to leave a review Peter, Vashti and Alex
5/5
GoogleAlex from Maskells is by far the most hard-working and proactive agent we have ever had the pleasure of meeting, and using, during our flat search. He has worked tirelessly to make the process as smooth as possible, and made himself available 24/7 for any issues we had. His help has been invaluable and he is a credit to the Maskells team. Thank you Alex!
Thank you James. It was an absolute pleasure helping you with your move and I am delighted to hear such positive feedback. Please let me know if there is anything else I can help with and I hope you are enjoying your new home. Best, Alex and the Maskells team
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
Maskells Estate Agents Ltd's London office has 147 reviews across three platforms: 128 on Google, 2 on Facebook, 17 on Trustpilot.
Maskells Estate Agents Ltd London is rated 4.8 out of 5 across all 147 reviews, and 4.9 out of 5 on Google from 128 reviews.
Maskells Estate Agents Ltd London, 71 Walton Street, London, SW3 2HT.
