Trusted Agent profile · London
★★★★★
219 reviews across 1 platform
3-8 Bolsover Street, London, W1W 6AB
RentLondonFlat.com's office in London, at 3-8 Bolsover Street, is rated 4.5 out of 5 across 219 reviews on 1 platform.
Every review we hold for the London office, from every platform, shown as written. First names only.
5/5
TrustpilotI highly recommend.
I highly recommend Rentlondonflat.com, was spot on meeting my rental needs and followed up the paperwork quickly and efficiently, always keeping me informed of all the process, all the fees are reasonable and there are no hidden fees, they are always there if you have any question, a special thank you to Frankie for the excellent service he provided me during the stressful moving process, he was always there for me and kept me updated.
5/5
TrustpilotWing Lam has been so helpful since I…
Wing Lam has been so helpful since I moved out. He is responsible and very kind. He helped me to get my bills sorted and deposit returns and even to find my clothes (I left some in the washing machine cos it wouldn’t open).
1/5
TrustpilotUnprofessional time wasters
I viewed a flat with one of the agents and fell in love with the place. I told them we would be putting an offer in that day. When we tried to later on, we didn’t get a response to any messages or voicemails. We wait another day and start to try again. Still no response. 7 voicemails, 3 emails, 5 texts and 6 days later and absolutely nothing. It was so unprofessional and childish to not even respond to two people who were be clearly interested in taking the property. We would of at least appreciated an email or conversation to say that we were not suitable candidates or that someone else had gotten the property (although it was still on the market 3 weeks later).Not the first people to have had this experience with this company so just beware that you could very possibly be wasting your time with them.
Thank you for the feedback Kirsty, its much appreciated. Even though it was negative, we need to understand when we don't provide the services expected, and how we can stop this from happening in future. I am aware that my colleague Frankie has already spoken to you and apologised for the oversight our end. This was due to us receiving numerous offers for this popular property and forwarding these to the landlord for their consideration. For some reason, your offer was missed and not forwarded to the landlord, and for this, I sincerely apologise for the inconvenience caused. If I can be of any assistance in a future property search, please let me know. Best wishes Darrel
1/5
TrustpilotWORST LANDLORD AGENCY EVER
The worst Landlord/Agency I have ever seen. From the beginning of our tenancy (we have been a tenant since Sept 2020) we noticed a few discrepancies with their advert - for instance they completely lied about the facilities that came with the property, and when this was realised a month in to our rental agreement they didn't seem to care that they made blatant misrepresentations on their advert. We continually complained about this, to then find that they put the property back on the market again (whilst we still lived there) - and yet again lied about the facilities on the advert! In the end we managed to scrape a measly £250 back from them as they refused to reduce our rent. Not only this, but the day we moved in we noticed the sofa was broken. They offered us a sofa that was half the size and a third the value of the original sofa, and flat out refused to replace it for a like for like sofa. They continue to string us along and after following up with them again after a month of no contact, they say "the ticket is still open". What does that even mean? We are 5 months into our rental agreement now and still have no use of a sofa. Not only this, but the inventory report of all the items and all the damage in the flat on our arrival was missing over 75% of issues. We raised all of these issues, and asked them to be added to the report but this has still not been done. I can only assume they will cause great headache when it comes for us to get our deposit back and try to blame us for all of these problems. Worst Letting Agent / Landlord I have ever seen in my life. Avoid like the plague. I have spoken to many other tenants in the building that also rent with RLF and they speak of similar experiences. All of the good reviews on this page are undoubtedly fake.
Dear RayThank you for your review and we are sorry to hear of the problems you have encountered. In relation to the complaints you have made, we will answer them in the ordered listed:(1) Misrepresentation of the facilities - We accept that the original advert contained reference to three facilities that were subsequent found not to be available. At the time of the advert being relisted we genuinely believed that these facilities were still available to yourself, as at the time these were still being provided to the tenant. We had not been made aware by either the previous tenant, landlord or block manager, that these services had been withdrawn which sadly happened due to the completion of other blocks in the development. We understand that access to the Gym and the 24 hour concierge are still available. As requested we paid you a goodwill gesture of £250. In addition, as suggested by yourself, the landlord would have allowed you to walk away from the tenancy without any penalty. (2) Broken Sofa - As we act on behalf of the landlord, we can only replace items or repair them when given authority by the landlord. The landlord has offered you two sofas as a replacement, the last one costing £679.99 , but you have refused to accept such a proposal. We accept that you have suggested a sofa costing £1499. but currently the landlord is refusing to pay such a sum. Without a joint agreement between yourself and the landlord on the sofa, as an agency we are somewhat limited on what we can do. (3) Check in Report missing items - The check in report is compiled by an independent check in company and the cost is paid by the landlord. You were given the opportunity to note any missing defects within seven days of receiving the report. Subsequently two additional defects were provided to us by your partner Annabel. When it comes to the deposit return, the check in report with the two additional defects noted, will be used along with the independent check out report. If you feel any proposed deductions are unfair, then you have the right to take this to the independent deposit dispute scheme. It is the responsibility of the landlord by the way of evidence, to prove that they are entitled to deduct any money from your deposit. (4) Fake reviews - We strongly refute that any of these reviews are fake. The guest team are not paid for any positive reviews left on *review sites*. We accept that from time to time, we will get things wrong, and where that happens we will try our best to resolve the situation. With best wishes RentLondonFlat
5/5
TrustpilotRentLondonFlat team is very professional
RentLondonFlat team is very professional and accomodating. I was renting a great apartment through them at LCI and Frankie was very helpful from the original inquiry and signing a rent agreement all the way to the checkout 2 years later. Fathy and Putra helped me to arrange the checkout and made it easy as I was on a very tight schedule.
5/5
TrustpilotExcellent letting agency!I highly recommend it!
I highly recommend RentLondonFlat.com as your letting agency...it really makes your life easier.Everything can be done online and it's easy and straightforward. Fees are reasonable and you would not find any hidden fee.Agent Frankie has been great; he is very friendly and has made the process to run smoothly and as fast as it was possible.Many thanks to all the team at RentLondonFlat.com and specially to Frankie!We love our new home!
5/5
TrustpilotTrusted agent, friendly and effective services!
Sharon Yow from Asia is very helpful and responsive. She is trustworthy and very effective! Whenever I have questions for my unit in the UK, she would jump in and help resolved it as soon as possible. Very reliable and friendly too. Highly recommended!
5/5
TrustpilotFathy has been extremely helpful during…
Fathy has been extremely helpful during the viewing process. He kept me updated and also made sure that the viewing aligns with my schedule. Was very pleased with the service.
1/5
TrustpilotIf I could give negative 5 stars, I would. ❌
Since we moved in to our apartment 2 years ago the agent was completely non-transparent. Very difficult to deal with. They really don’t care about tenants. If they need anything from you they will bombard you with emails, calls and even letters if you don’t respond asap. However when you need anything from them (repairs, confirmations, etc.) you’d be very lucky if they reply and solve things at all.
1/5
TrustpilotTerrible experience with RentLondonFlat.com
*Edited in response to their reply*I would most definitely NOT recommend using rentlondonflat.com as I had an extremely difficult and upsetting tenancy with them. Upon check out my landlord tried to claim that our hob needed to be replaced, at a cost of £500. I knew this to be completely false, as there were merely some aesthetic scratches. However upon trying to reason with rentlondonflat.com, they claimed that the hob did indeed need replacing. As well as the hob, the landlord, via rentlondonflat.com tried to claim the blinds were broken and needed replacing, and charge nearly £150 to replace them. This, we also disputed, however rentlondonflat.com again claimed that these did need to be replaced. I therefore had to escalate the matter to deposit dispute protection as I was not willing to lose over £650 of my deposit. After raising £650 as a dispute, the Lettings agent is obliged to return the undisputed part of my deposit (around £1500). However after several emails with NO response whatsoever, I had no choice but to raise the entirety of my deposit, leaving me £2000 worse off for the 3 months it took for me to get the majority of my deposit back.The adjudicator of my case specifically said that the evidence uploaded by rentlondonflat.com did not show what they were claiming it showed. This proves they were unjustly trying to get money out of my deposit. I had an extremely distressing time dealing with rentlondonflat.com, being forced to spend three months fighting for my deposit back and I would NOT recommend using them for anything. They claim that they were told to handover the entire deposit to the dispute company, however this is only because I had to raise my ENTIRE deposit as disputed, as they did not respond to my emails asking for the remainder back. And in response to their reply asking me to get in contact, I did, several times, when I needed my undisputed deposit back. However since you didn’t have the courtesy to reply to me then, I will not have the courtesy to get in touch with you now.
We sincerely regret the slow and unprofessional service you experienced. We would welcome further specific details about this so we can learn and improve our service accordingly. Based on your alias "BH", we believe we have identified the details of your situation (incidentally, no reports were made about this through our internal complaints process, made publicly available on our website). If you had attached your full name to this review we could provide a fuller and more accurate response. Having said that, from what we can gather thus far, there appear to be falsehoods in what has been claimed, we would encourage you to contact us directly, privately, so we can clear this up, and hopefully you can amend your review to be more accurate. We have also had to take the unfortunate step of escalating this to Trustpilot as a breach of their guidelines, and request that your review be removed, if it is not altered to keep to the facts.Please bear in mind that in serving you, RLF was never instructed to manage the check in or check out processes. The Property Owner took this responsibility upon themselves. This point, and the delineation of responsibilities between RLF and the Owner, were communicated to you clearly at the start of your stay. Furthermore, your subsequent continued pattern of behaviour during your stay (with respect to approaching the Owner with Property management requests) suggests that you understood RLF was not managing the Property. RLF cannot be held responsible for any unsatisfactory check in or check out processes. We request that you withdraw your claim in respect of this.It is in no way RLF's process to retain the entire deposit without reason, as you seem to imply. RLF is strictly an impartial actor abiding by the guidelines and membership compliance of mydeposits, the deposit protection scheme. In this case, RLF was instructed by the Owner that they proposed to use the full amount of the deposit to remedy the Property which had apparently become "ruined" by the end of your stay. We did as we were instructed, and as we are obligated to do, at this stage. And after you raised the dispute with mydeposits, and we were instructed to transfer the full deposit amount to them, we did so, as instructed, and as we are obligated to do. It is therefore unjustified to claim that RLF unilaterally withheld any portion of the deposit in an attempt to "scam" anyone.We hope this misrepresentation can be resolved amicably.
5/5
TrustpilotIt's our year 2 with RLF
It's our year 2 with RLF, and very happy with the current place. To me, Frankie and team is a very hardworking startup team worth supporting. Good points for company like RLF is you're able to speak to them easily when you need help which is to me the most important consideration factor when it comes to renting. Keep up the good work.
5/5
TrustpilotGreat renting experience with…
Great renting experience with RenLondonFlat.Frankie and Max are both very nice and professional. Frankie is very suffitient with taking me to viewings and found a dream place for me to stay!Max replies to the repair requests very quick and make them repaired very quickly. Thank!
5/5
TrustpilotOur rental experience was a breeze…
Our rental experience was a breeze thanks to RentLondonFlat. Friendly, efficient, and above all, Frankie Chong. He was a rockstar, answering every question with a smile, and making the whole process smooth as butter. Top marks all around, especially for Frankie, you're a gem!
Thank you very much for this Roberto, we are glad to be of service!
5/5
TrustpilotExcellent Service from William and RentLondonFlat
Excellent consultation service from William on renting a house in London. Much appreciate his advice and all round assistance from viewing the property, dealing with the agents and landlords to managing the house as a newcomer and expat like me and my family.200% recommend William and RentLondonFlat to you, especially you are HKers.
5/5
TrustpilotExcellent and Reliable
We are based overseas. Having the right Realtor in London is of vital importance. I would highly recommend Frankie of RentLondonFlatLondon to everyone. A true professional, meticulous, trustworthy and he has proven to have thorough knowledge in handling our real estate needs. He is quick to respond to our queries. We are fortunate to have them as our Realtor. Eve Lee
5/5
TrustpilotProfessional team
Sharon Yow and her team were very helpful and reliable. My 2 properties has been renewed contacts with rent increased. Thank you for your professional and care. I would highly recommend their excellent services.
5/5
TrustpilotProfessional Services
I rented a flat from Hong Kong via RentLondonFlat.comI would like to thank Sharon and Shannon on their professional consultation. I appreciate that they care about my needs, provide appropriated advice and assist on viewing the property as well as dealing with the agents and landlord. Highly recommended!
5/5
TrustpilotSuper great team and incredible…
Super great team and incredible friendly team. Huge shout out to Mr. Fathy and Shannon from the team.
5/5
TrustpilotThank you Frankie
Incredibly efficient client experience I received my offer within the same day. Thank you so much Frankie I’m grateful.
its lovely to hear that we have made your day a pleasant one.
5/5
TrustpilotThanks Frankie
Thanks Frankie, RentLondon are great! They made the process so easy for me and were really helpful throughout. Frankie's been amazing and has made sure I'm happy from start to finish, any issues I had were seen to straight away and would definitely recommend to anyone that wants a headache free move
5/5
TrustpilotQuick, easy and pleasant
A quick viewing was arranged. The offer, referencing and contracting was quick and easy. You were very responsive to texts and calls. The property was well checked and explained before I moved in. I highly recommend you for renting a property. Thank you
5/5
TrustpilotFirst Class Service From Shannon
Shannon was instrumental in helping me get a property and displayed a great level of empathy when making an offer. Her communication was first class as well as her professionalism and I can't recommend her highly enough. She was also very flexible in making time show me the flat. I can't recommend her highly enough.
5/5
TrustpilotFlat viewing
Fathy was very helpful and extremely nice. Shannon was very fast with contract details and emails.
5/5
TrustpilotMy rent experience with wing is pretty…
My rent experience with wing is pretty nice, I can feel the warm welcome from him, an he help me to book a offline viewing 10.18 everything looks good and hope I can move into my new Flat as i expect.
Happy to be of service, thank you.
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RentLondonFlat.com's London office has 219 reviews across 1 platform: 219 on Trustpilot.
RentLondonFlat.com London is rated 4.5 out of 5 across all 219 reviews.
RentLondonFlat.com London, 3-8 Bolsover Street, London, W1W 6AB.
