Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 2/5
GoogleRented via Prime a number of years ago - had an underwhelming experience. When it came to viewing and renting a property, everything was very efficient.
However, during our rental, they were slow to fix an issue which arose in the property. Our boiler broke during winter and this took around 3 weeks for them to sort. The first engineers they sent had no idea what to do. This was during Covid times so maybe there is some excuse, but it still left us with cold water for a considerable amount of time. A different minor request was just ignored.
Towards the end of our tenure, they asked one of us to be in the property so they could show new prospective tenants around. One time, they just didn't turn up - no notice/apology. Another time, a group of lads turned up to view the property without a Prime agent, so we just had to show them round. Very strange.
Randomly once, an architect entered the property with his own keys and said he had been told the property was empty.
Moving out was not seamless, with a dispute taking a couple of months to conclude. I would suggest reading your moving in inventory very carefully and challenging everything which isn't precisely accurate at the time.
Overall, it seemed pretty clear from our experience and the other reviews that Prime do a great job managing properties for the landlord, but less so for the renter.
Rishi · 10 April 2026
Agent replied · 16 April 2026
Hi Rishi,
Thanks for your review. It is some 5 years since the end of the Tenancy (during Covid, as you mention) and we are unsure why this is being reviewed now in 2026. Nevertheless to ensure accuracy, I have had a look through, as a matter of good practice.
It is correct that there was a communal building issue during your tenure, however as the letting agent, although Simran liased at great length regarding the matter, this was (as you have stated) not within the ability of us to rectify. Being during Covid, the ability and availability of contractors was sorely diminished, albeit we did our utmost with issues that were within our demise and control.
We have no record of an architect visit or other visit not being accompanied. There is a concierge on site, so if they have made an error with access then that should have been raised with them, but viewers cannot arrive at the front door of a secure building unannounced.
In terms of the deposit, we wish that we were able to send back the deposit without issue. To not be able to do so when issues are left is purely a time cost to us too, without any benefit. Kindly note we were not the Landlord, and they approve/propose deductions - we cannot unilaterally act.
Sadly however, when there are deductions (in this case due to cleaning being needed, and a repair to window dressings) we could not do so, as these have to be paid and accounted for. This was raised as a dispute by the Lead Tenant (Goel), delaying matters, albeit we released the undisputed funds (£4930) to the nominated account (again the Lead Tenant, Goel) 4 hours and 8 minutes after we were notified - which is pretty fast!
The notes and account show that the deposit scheme subsequently awarded funds to the Landlord for cleaning and repairs.
It seems that Simran did liase at length with the Lead Tenant (Goel) to who funds were paid, so in fairness there may be some items that you were not aware of/were not relayed to you by the Lead Tenant at the time, with there being four tenants. As such given this and what has been seen in my review, the written confirmations and timeline, recollections do vary.
In any event, we always gladly take the opportunity to look back when there is a genuine review that raises an issue, even 5 years later, and as such I and we wish you the best in the future.
★★★★★ 5/5
GoogleI very rarely write reviews but feel compelled to do so for PRIME, I have been buying and selling property in London for over 20 years and PRIME have been without a doubt the most professional and personable company I have dealt with in that time.
Every member of staff are a pleasure to deal with but a big THANK YOU to our main contact Matthew, he is a pleasure to deal with, professional, always contactable, knowledgable and hands on, not once did I feel that I was left on my own to deal with anything, which isn't always the case with estate agents. PRIME are a rarity in the London estate agent market and I would have no hesitation in using them again or recommending them to others. Once again a big thanks to Matthew, I wish you lots of success in the future. All the best, Matt C. London.
Matt · 16 September 2025
★★★★★ 5/5
GoogleShannon has been friendly and quick to respond to all points. She has guided us with the complicated process of buying from abroad, to secure a home in Nine Elms for when we return to the UK. Thanks Shannon
Maisie · 26 July 2025
Agent replied · 25 December 2025
Thanks for your review Maisie, this is appreciated
★★★★★ 1/5
GoogleThey are an extremely unprofessional firm. They will promise you anything to make you sign a contract. In our instance we signed a contract that included management services and letting services. We had already tenants thus why we asked to have a separated management service plan without requiring for us to use letting services. Through the whole pre-contract drafting and signing it was clear from they written confirmation that was the case. Finally to coerce my business to sign with their favourite commercial tenant they after 2 months from the signature, and after we approved some minor repairman work, once they were informed that we did not want to move forward with their recommended commercial tenant they informed us that they had no intention to carry out any management service.
Joseph Cadman is to be avoided. If you need any more information I can provide more details.
To reply to Joseph: I approached the tenant once you demonstrated that your contract was null and void as it was based on a misrepresentation. I double checked with you and you maintained the position that you can retroactively change the interpretation of a contract although before you confirmed the opposite by email before and at the beginning of the professional relationship. You interrupted the management services that you promised just because we did not want to accept the lease with the new tenant you proposed effectively trying to coerce us to sign. This was done likely because you were too lazy to negotiate the rent increase with the current 4 individual tenants. For this reason you were likely pushing us to accept a below market price (they are extremely bad at valuations by the way, without understanding the market prices of your properties they just add an approximately constant increase across any flat, in our circumstance it meant that they were significantly undervaluing the potential as it was rented at a lower price momentarily just due to some minor repairman work). We understood that you have an anticompetitive relation with the abovementioned tenant apparently and we avoided it.
Joseph, you can try to change the timelines and remove the details but if anyone is interested in a few months I will have a blog post detailing everything that happened. Then if you want you can issue a defamation claim and lose heavily.
Federico · 21 June 2023
Agent replied · 20 June 2024
Hi Federico,
It is disappointing to receive your review, which is extraordinarily defamatory.
Sadly, you approached high value corporate tenants directly, that we had introduced to you while under contract, in an attempt to avoid paying us for our substantial work in doing so.
The tenants then contacted us to make us aware of this approach.
At no point were we difficult, we simply informed you of this and that this was known, and that our correctly due remuneration could not be subverted.
Given the reality of events, as much as I understand there is a natural defensiveness, this was not of our making. As such the review is somewhat unnecessary, given our balanced response to you.
I wish you the best.
★★★★★ 5/5
GoogleMy wife and I were very impressed by Theo and his team from Prime London Residential to help us secure the tenancy on our 2 bedroom apartment in Chelsea, overlooking the Thames. We were relatively new to the UK and therefore had no credit history in this country which could have worked against us, especially with much of the application process being digitised in the UK these days. However, Theo worked diligently with me to ensure my application received the required attention from the landlord (who is overseas) and our offer was accepted ahead of several other applicants. We are very happy with our lovely apartment in this wonderful area of London. Thank you, Theo.
James · 21 June 2023
Agent replied · 20 June 2024
Hi James,
Thank you for your kind review of Theo.
★★★★★ 5/5
GoogleWe would like to do a personal shout out to Jess (Property Manager) who went above and beyond to get us into our new home. Very patient, understanding and pragmatic.
Bea · 11 June 2025
Agent replied · 9 September 2025
Hi Bea,
Thank you for your review of Jess - I know how rapidly Jess worked to get everything together! Enjoy your new home
★★★★★ 5/5
GoogleWe have just rented our home out in Southbank Place, and we're so impressed. Matthew Norris was our point of contact - I would recommend him and the agency.
Pink · 16 May 2025
Agent replied · 16 April 2026
Thank you for your review of Matthew - it's such a great development, but with tenant profile so key (and important for us to get right for our clients) I'm glad that this worked out so clearly and succesfully.
★★★★★ 5/5
GoogleI think Prime is a really exceptional agency. I sold my flat on the river through them recently and they know the market incredibly well. They got more viewings in 6 weeks than the previous agency had in six months. Followed by several offers and then my final buyer. The team is keen, motivated and sharp. But they are also unbelievably friendly, lovely to deal with and unlike any estate agent I've come across before. They love what they do and they do it well. Professionals who keep you in the loop throughout. No chasing and waiting. They're unbelievably good communicators and have an impressive work ethic. If you want someone on your side from the get-go, use these guys!
Alex · 16 February 2026
★★★★★ 5/5
GoogleWe have had a tenancy with Prime London for the last 5 years, and are really grateful!
A big thank you to Shannon who has been managing expectations to a high standard, responding to queries and dealing with issues in a very timely manner! Shannon has been going out of her way to ensure we are happy with our tenancy and we cannot thank her enough!
Anastasia · 21 June 2023
Agent replied · 20 June 2024
Thanks for your review Anastasia
★★★★★ 5/5
GoogleI had the pleasure of working with Mathew for both of my rental properties as an expat in the country in the last 2 years, and I couldn't be more satisfied with his service. He made the entire process seamless, taking the time to understand my specific needs and preferences. Mathew was incredibly responsive, always available to answer my questions, and negotiated terms that worked for me without any hassle.
SUMAN · 16 November 2024
★★★★★ 5/5
GoogleKate and Tom we're fantastic from the start. Tom made the process very easy and Kate was so great with communication and coming back to me on all the moving in questions I had. Thank you both!
Verity · 25 November 2025
★★★★★ 1/5
TrustpilotILLEGAL SELLING LISTING without the…
ILLEGAL SELLING LISTING without the consent of owners registered on the HM land registry. Please insist upon OR check yourself HMLand registry Records before VIEWING. BREAKING MONEY LAUNDERING RULES PLAYING AROUND LAW. ESPECIALLY THE RICHMOND BRANCH LISTING, they will cloud your judgement with fake reviews here and other stories. Reply shows offence and guilt to misdirect. Chancelllors pressurising TP to remove this as they are fully aware of this property and their illegal activity.
Bianca · 20 February 2025
Agent replied · 31 May 2026
Hi - We are not called Chancellors, and we do not have a branch in Richmond, or operate anywhere in that area.
I sympathise with whatever your issue has been, but (if genuine, and not simply a defamatory review from a competitor/bot) this is nothing to do with us.
★★★★★ 5/5
GoogleWe had an exceptional experience with your company and especially with Daniel, who helped us secure our apartment in Central London. Having travelled to 53 countries over 20 years, we can confidently say this was one of the most professional and genuinely caring experiences we’ve had.
After weeks of frustrating dealings with other agents, Daniel stood out from the very first message which was prompt, transparent, and truly empathetic. He took time to understand our needs, guided us through every step, and ensured both our and the owner’s interests were well cared for. His sincerity, patience, and professionalism turned a stressful process into a seamless and reassuring one.
As business owners ourselves, we deeply value such commitment and personal touch. Daniel truly represents what great service should be and thank you for making us feel at home in London.
Michaeltj2005 · 26 October 2025
★★★★★ 5/5
GoogleI rented my apartment through the agent Prime London who was really cooperative and helped me a lot. Coming from abroad to live in the UK for the first time, it was not easy at all to understand the process and I had so many questions and was going back and forth a lot but Aline was so understanding and was always happy to help and answer my concerns “even during weekends!”. I appreciate the professionalism and understanding from Prime London team!
Sabrina · 24 September 2023
★★★★★ 5/5
GoogleI had originally posted this review right after we rented with Prime London. It has been a year since renting from them, and I can tell you that as a law student, I have come across various horror stories from friends renting through letting agents. However, Prime London has been an absolute godsend. Everyone on the team is so nice and professional. The communication is quick and effective. My first experience with Prime was seamless. My flatmate and I never had any issues. Ellie is our main point of contact, and she is a sweetheart, always trying to sort out our issues even before they arise. Shannon is also really, really helpful. Devon always replies to any queries very patiently. No complicated procedures or confusing directions. Our apartment is also lovely. I would definitely want Devon to be our realtor in the future as well.
Deepa · 24 September 2023
★★★★★ 5/5
GoogleI had a great experience with Prime London, and was genuinely pleased with their professionalism and dedication to providing excellent service. From the very start, Bryce was very attentive to my needs and gave me several apartment options accordingly.
He was very responsive, as he always promptly addressed my questions and needs, and guided me through the apartment visit with exceptional clarity and helpfulness on all subjects. I recommend this agency to anyone in need of reliable assistance in finding their home!
Jessy · 25 August 2023
★★★★★ 5/5
GoogleDelighted with the advice we received from Devon Fletcher and his team. What a lovely personable guy, he went that extra mile to keep us all in the loop when looking for a property and keeping to his word by getting back in contact with me when he said he would and it was never a bother to contact him. Will definitely be recommending Devon to others and have already passed his details on to friend
Joseph · 24 October 2023
★★★★★ 1/5
GoogleWorst agency ever. Don’t care about the tenants at all! Everything was done with less than 24 hours notice. Rude people work there. Never again! Completely useless. I do not recommend.
Customer · 6 June 2024
Agent replied · 20 June 2024
This review is meant for a different company, as the context does not correlate. There are similarly named companies sadly, that sometimes causes confusion
★★★★★ 5/5
GoogleVery happy to leave a positive review for the Prime Riverside team, who have just sold our apartment. In particular, to Aria and Shannon who helped us through a process in a building that is full of complications, that they were very well versed on. The sale would never have happened without them.
Dan · 30 May 2025
Agent replied · 25 December 2025
Thanks Dan - this is appreciated, and has been passed on to Aria and Shannon
★★★★★ 5/5
GoogleI've had a great experience with Devon at Prime. He has been great at keeping me updated with relevant properties to let and has recently helped us to find a new flat. Devon was proactive at contacting landlords to make sure the property was available on suitable dates and has also helped answer any questions since we have had our offer accepted.
William · 21 June 2021
Agent replied · 20 June 2024
Hi William,
Thanks for your review of Devon, this is greatly appreciated
★★★★★ 5/5
TrustpilotReally recommend
Prime London (specifically Ellie, and also more recently Jess) have let out my apartment for the last 10 years. I have never had any problem with them, and would highly recommend them.
𝗺𝗶𝗮 · 18 December 2025
Agent replied · 31 May 2026
Thank you - greatly appreciated
★★★★★ 5/5
GoogleHassle-free one stop letting management services provided by Prime London. I have been using their services for the last 4.5 years and they never let me down. Would like to thank Miss Aline Bonfim for the recent assistance she offered on adding the property on the sales market. She is always patient, courteous and knowledgeable, which is what you expect from an experienced professional in letting/sales/management department. Well done!
Aline · 24 September 2023
★★★★★ 5/5
TrustpilotMy experience with Prime London is very pleasant
My experience with Prime London is very pleasant. They help let and manage my apartment in Central London. They seem to have a good base of clientele and were able to find a tenant for my property within a short period of time. It is also a pleasure to have Elinor to manage my property. She is very friendly and always responds promptly to any queries I may have.
Aouda · 21 September 2023
★★★★★ 5/5
GoogleWow! What a great experience. After having a few issues in the past from different companies prime london residential has really aimed for gold. I cannot thank Kate enough for how great her service was. She truly showed how managing a tenancy is meant to be done answering every call at all times of the day and responding to my emails within minutes! What a great experience!
Torrey · 24 October 2023
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.
