Trusted Agent profile · London
★★★★★
371 reviews across 2 platforms
Palace View, 131 Lambeth Road, London, SE1 7BT
Prime's office in London, at Palace View, is rated 4.7 out of 5 across 371 reviews on two platforms, including 334 Google reviews rated 4.8.
Every review we hold for the London office, from every platform, shown as written. First names only.
5/5
GoogleThe whole team stand out as genuinely caring individuals who want the best for their clients. Special thanks to Aline and Bryce who made the whole experience much faster and easier. Aline is a great negotiator who gets a great deal for both parties. She is also warm and honest to work with, and was clearly working as hard as she could for us. Definitely recommend this agency!
5/5
GoogleMet Charlie Virgo at the beginning of my home hunting journey in August. I had viewings in several different areas but still struggled to find my dream home. After a few months of working with Charlie, he really took the time to understood my requirements and suggested me to re-consider a flat I had viewed in August. Charlie sent me a video to recall my memory. My family and I had a second viewing a few days later. After a few days of negotiations, heavily assisted by Charlie, the price was finally agreed on with both sides. We are very happy as a family and we look forward to completing the deal soon. Charlie has given me pertinent advises during the negotiation and has shown extreme professionalism and trustworthiness throughout the house hunting process. A massive heartfelt thank you Charlie.PositiveProfessionalism
5/5
GooglePrime London is an excellent company as is the agent who handles my account. She is always responsive, attentive to managing the property and any issues that arise. She is also proactive in thinking ahead and taking the initiative on re letting as a lease is nearing its end date. Their fees are very competitive and I do not believe I could get a better service or price elsewhere. Importantly, I have great confidence in the advice I receive and in the integrity of my agent, the Managing Director and the team. They are also very courteous and a pleasure to deal with.PositiveResponsiveness, Quality, Professionalism, Value
5/5
GoogleI recently rented for the first time and I have never felt so comfortable. Shannon was calm, helpful and during all of my millions of questions, she had the answer to them all. I couldn’t have had a better experience. Thank you so much Shannon for all your help and support. I would highly recommend Prime London and Shannon in particular, she goes above and beyond
5/5
GoogleExcellent service from start to finish! Matt made the entire rental process easy and stress-free. They were always available to answer questions and provided clear guidance at every step. I felt well-supported and highly recommend them for anyone looking for a seamless renting experience.
5/5
GooglePrime London gave us an excellent service in purchasing our new London apartment. We worked with Bryce who was excellent. He didn't overload us with unsuitable properties. Everything we were shown represented what we asked for. Had a pause in negotiations during Covid-19 lock down but completed smoothly very soon afterwards. Would recommend them.
Thank you Anne - we look forward to assisting as/when we can in future. In the meantime, enjoy the view!
2/5
GoogleThey will try to take as much from the security deposit as they can and believe their inventory clerks can do no wrong despite asking us for comments and amendments. A decent stay ruined by the checkout experience. Ensure you take photos of EVERYTHING, including any tiny dust particles and any hair in the corner before you move in, else they will try to claim cleaning monies for it when you move out. Just read the other bad reviews and you'll find out more.NegativeQuality, Professionalism, Value
Hi Prashanth, Firstly, I am glad that you had a good tenancy. For total clarity, inventories are carried out independently, and not by ourselves. We would always encourage tenants to be present and to approve the check in inventory, and take (where required) images of any discrepancies, so that the inventory provider can amend details as appropriate. For additional clarity, there is no benefit to us in deducting funds from the deposit for cleaning/damages. All deposit deductions have to be agreed between the Landlord and Tenant, before funds can be sent by us. I trust this provides some balance and additional context.
5/5
GoogleOur house is managed by Prime London, and the experience has been great. Whenever something comes up, they deal with it quickly and efficiently, which makes things so much easier for us. It’s really reassuring to know we can rely on their support, and the service they provide has been excellent. We’re genuinely grateful for their help and would happily recommend them.
5/5
GoogleI've rented out my flat through Prime London for a few years. I have mainly dealt with Shannon and she has been so helpful and really does go above and beyond. She is very knowledgeable and I couldn’t thank her and the team enough for the great experience, as a landlord I couldn’t recommend Shannon and the Prime London team enough
5/5
GoogleI rented with Prime for about 3.5 years and my experience was very positive. They take urgent repairs very seriously, was always easy to get in touch, never took more than 48hrs to get a response and their entire staff is very reasonable and friendly, especially Shannon and Bryce. Would recommend!PositiveResponsiveness, Professionalism
Hi Carolos - thank you for your review, and documenting your experience. I hope we can assist again in the future.
2/5
GoogleThey will try to take as much from the security deposit as they can and believe their inventory clerks can do no wrong despite asking us for comments and amendments. A decent stay ruined by the checkout experience. Ensure you take photos of EVERYTHING, including any tiny dust particles and any hair in the corner before you move in, else they will try to claim cleaning monies for it when you move out. Just read the other bad reviews and you'll find out more.NegativeQuality, Professionalism, Value
Hi Prashanth, Firstly, I am glad that you had a good tenancy. For total clarity, inventories are carried out independently, and not by ourselves. We would always encourage tenants to be present and to approve the check in inventory, and take (where required) images of any discrepancies, so that the inventory provider can amend details as appropriate. For additional clarity, there is no benefit to us in deducting funds from the deposit for cleaning/damages. All deposit deductions have to be agreed between the Landlord and Tenant, before funds can be sent by us. I trust this provides some balance and additional context.
5/5
GoogleI've rented out my flat through Prime London for a few years. I have mainly dealt with Shannon and she has been so helpful and really does go above and beyond. She is very knowledgeable and I couldn’t thank her and the team enough for the great experience, as a landlord I couldn’t recommend Shannon and the Prime London team enough
1/5
GoogleThe service is poor, it's been over a month now and we still haven't had our washing machine fixed, this is also not the first time this estate agent has taken ages to resolve the issues with have reported, they also previously ignored messages we sent regarding issues when it is convenient for them. In the past, they have only resolved issues once we have requested a rent rebate. My advice would be to avoid renting with this company, just look at the other bad reviews. One additional point, notice how all the good reviews are from landlords not tenants? Use that as a hint about where Prime’s loyalties lie.
Dear Felix, Thanks for your review. It is disappointing to receive a bad review, given the efforts here and the vast majority of experiences being so positive. In terms of repairs, being the agent we have to await authority from our client before we can purchase/install items of course, and I appreciate this can be frustrating. Equally I understand there was a await time of two weeks for the new appliance to be installed. Sadly, this is beyond our control, as staff numbers at the installers (not employed by us) were down due to enforced isolation, as with so many businesses in early January. If you can forward your correspondence to office@primelondonresidential.com a director can look at this, to accelerate the rectification of any outstanding issues. Thanks in advance, Joseph
2/5
GoogleHad an overall pretty poor experience with Prime London. Firstly, they were helpful and responsive when looking to find a property to rent, however when reaching out with regards to issues we had once we moved in, the responses were much slower and the resolutions incredibly slow. For example, we raised that our washing machine was broken and it took over 4 weeks from us notifying the agency for this to be resolved. As well as this, one of the toilets did not flush when we moved in and despite it being noted on the check in report they waited until we'd moved in and asked about it before sending someone to look at it. After it being looked at, it took a couple of weeks before the repair was actually undertaken. Upon moving out, it again took over 4 weeks to receive our check out report and hence our deposit. EDIT: Prime London have been always tried to make it clear to us that the landlord is to blame for these delays, however, while I understand this position somewhat, ultimately we as the tenants have had a poor experience and (at least in my opinion) Prime London have the responsibility to ensure the landlords they work on behalf of are able to respond to issues in a timely manner.
Dear Ryan, Thanks for your review. It is disappointing to receive a bad review, given the efforts here and the vast majority of experiences being so positive. In terms of repairs, being the agent and it not being our property, we have to await authority from the landlord before we can purchase/install items of course. With the landlord being overseas and not always contactable in this instance, I appreciate this can be frustrating if responses take longer than we would also like. In terms of the deposit, sadly as there were damages left, these had to be priced and agreed between you and the landlord. There is no benefit to us in this of course - this is solely a time cost. Once these were completed and pricing agreed between you and our client, we paid the remaining deposit back straight away. Joseph
5/5
GoogleMatt at Prime London Residential has been fantastic over the years, helping me find and rent flats. He always listens to what I need, finds great options, and makes the whole process easy and stress-free. Highly recommend!
5/5
GoogleI had dealt with Devon during my search and I found it super helpful, he was really knowledgable on the area and explained the process, which I appreciate as this was all new to me. I would highly recommend him to anyone looking to buy as he’s super professional and has great communication. Thanks again Devon!
5/5
GoogleI recently rented a property for the first time and was well acquainted for with clear guidance. In particular my agent Shannon was extremely helpful. Her knowledge of the property was exceptional immediately attending to any problems at hand, especially due to my lack of experience. I would highly recommend Prime London and their amazing team.
1/5
GoogleA terrible agency. I have complained about essential repairs for several months which have never been made. I was misled by Ellie Brown about my obligations in facilitating viewings who implied that I had no choice in accepting viewings …
Further to the review, we have not commented while the complaint went through the process with TPO. The complaint was dismissed in its entirety. It was noted the manner in which … More
5/5
TrustpilotExcellent Professionalism
We’ve been very impressed with Kate Hamlyn’s professionalism and responsiveness. She handled all our enquiries efficiently and with great attention to detail.
Thank you Elisha for your kind review of Kate
5/5
GooglePrime London has been truly impressive in delivering my requirement to simultaneously rent out and sell my 2 bedroom flat in Vauxhall. It took just over a year between my contracting with them to completion on the sale at a price protected from the current ups and downs of the Property market. The rental income secured in the intervening year protected me from loss of income and my tenants were well looked after when it came to their moving out. It has been a genuinely stress free experience too!
5/5
GoogleVery satisfied - our agent Bryce was accommodating, informative and professional. We always found Prime London Residential happy to help with our enquiries.
Hi Christian - thanks for your review of Bryce. Best, Joseph
5/5
GoogleI thought selling our property would be very stressful, fortunately we chose a right agency and agent. Aline at Prime London was very professional. Timely, responsive, and knowledgeable she informed us of the entire process up front. Further more she was available to assist us with any follow up questions.Thank you aline and Prime London.
5/5
GoogleAfter previously having some bad experiences with other agents, I have been extremely impressed with Prime London. They have provided me with some fantastic tenants over the last 4 years and even during the COVID period, were always on hand to assist. Ellie has been my Property Manager during this period and has been fantastic!
5/5
GooglePrime London team did a superb job, giving us an excellent service and really taking care of us while selling our home. We want to thank especially Aline, who was very helpful throughout the selling process, providing wise advice and firmly looking after the deal. We would strongly recommend both her and PL.
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.
Prime's London office has 371 reviews across two platforms: 334 on Google, 37 on Trustpilot.
Prime London is rated 4.7 out of 5 across all 371 reviews, and 4.8 out of 5 on Google from 334 reviews.
Prime London, Palace View, 131 Lambeth Road, London, SE1 7BT.
