Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 5/5
GoogleRichard made finding a rental property a great experience. He took the time to drive us around, showed us several options, and went the extra mile to help us secure the right place. His communication was clear, honest, and prompt throughout the process.
If you need a dedicated and reliable real estate agent for rentals, I highly recommend Richard.
Liam · 16 March 2026
Agent replied · 16 April 2026
Thank you Liam for taking the time to share such a thoughtful review. It truly means a lot. We are so glad to hear that your rental search felt smooth and supported from start to finish.
★★★★★ 5/5
GoogleWe’ve had the absolute pleasure of working alongside Susan Metcalfe Residential for over 15 years, and in that time they have consistently proven themselves to be an exceptional property management company.
As a building contractor specialising in major external and internal works, we truly value working with managing agents who understand the complexity, coordination, and care that large-scale projects require. Susan leads her team with genuine compassion and an unwavering commitment to her clients, always ensuring that properties, and the people connected to them, are looked after to the highest standard.
Jenna is outstanding in her role within Property Management. She has an excellent understanding of major works, communicates clearly and efficiently, and approaches every project with professionalism and attention to detail.
We highly value our long-standing partnership and would confidently recommend Susan Metcalfe Residential to anyone seeking a dedicated and knowledgeable property management team.h
Bartolohouse · 16 March 2026
★★★★★ 5/5
GoogleMy experience of renting a flat on Pont street managed by Susan Metcalfe Residential has been very positive and extremely professional. They were quick to resolve any issues found and the whole team has been very helpful with every stage of my tenancy. Special thanks to Richard Mahie for working tirelessly in finding the lovely flat and making sure all my queries were answered promptly. I would highly recommend them and definitely use their services again.
A · 16 March 2026
★★★★★ 5/5
GoogleReally positive experience with Richard and the team. Helpful, responsive and supportive throughout the entire viewing and buying process. Even after moving in, I feel comfortable to reach out if I need anything and Richard is always quick to help. Highly recommend.
Mabast · 16 March 2026
Agent replied · 16 April 2026
Thank you Mabast for taking the time to share your positive experience. Thank you so much for your kind words and 5 stars review. We’re really glad Richard and the team made the whole process feel smooth and supportive, and it means a lot that you still feel comfortable reaching out after moving in.
★★★★★ 5/5
GoogleFound the rental process straightforward and easy to manage. Richard was very helpful throughout the whole process. Susan Metcalfe staff were very helpful and made sure everything was completed smoothly and efficiently.
Jack · 16 March 2026
Agent replied · 16 April 2026
Thank you for taking the time to share your experience. We’re really pleased to hear that the rental process felt easy to manage and that Richard, along with the rest of the Susan Metcalfe team, could help everything run smoothly. We truly appreciate your feedback and wish you all the best in your new home.
★★★★★ 5/5
GoogleI contacted the agency about one of their listings, and Richard helped me from the initial viewing through to signing the tenancy. He has been very helpful throughout.
As an international student who recently graduated, I found the paperwork and process quite tricky at times, and the team was very supportive in guiding me through it.
Overall, I’ve found the agency reliable compared to others. The staff have been professional and approachable while handling matters related to the property.
I’m truly very grateful, thank you:)
Kavna · 16 March 2026
Agent replied · 16 April 2026
Thank you so much for your recommendation! We’re delighted you had a positive experience and truly appreciate you taking the time to share it. Best wishes.
★★★★★ 5/5
GoogleI have been working with Richard at Susan Metcalfe and would like to sincerely thank him for his efforts in helping us search for the right property. After careful consideration, we have decided to expand our search area and move further out than we originally anticipated.
Thank you again for your time and dedication throughout this process. I truly appreciate your support and will gladly recommend you to any friends or family members who are looking to rent or purchase a property.
Frederick · 16 March 2026
Agent replied · 16 April 2026
Thank you so much for your kind words. It has been a pleasure supporting you in your search, and we truly appreciate the trust you placed in Susan Metcalfe Residential and Richard throughout the process. We wish you all the very best as you explore new areas, and Richard and the team are always here should you need any further assistance.
★★★★★ 5/5
GoogleWe had a very good experience with Susan Metcalfe. Richard is very professional and warm. The communication was very good and responses were prompt. Highly recommend them!
Dheeraj · 16 March 2026
Agent replied · 16 April 2026
Thank you, Dheeraj, for your wonderful review. We’re delighted to hear you had a great experience with Susan Metcalfe Residential and Richard. Your recommendation means a lot to us.
★★★★★ 5/5
GoogleRichard has been amazing since day one. Moved into my flat last year August and he has been so helpful with everything. Quick follow up and very professional service!
N · 2 April 2026
★★★★★ 5/5
GoogleWe’ve rented our property through Susan Metcalfe for many years and have always had a really positive experience. Richard Mahie recently secured a great letting for us in Coleridge Garden and was a pleasure to work with. Thanks
Lucy · 16 March 2026
Agent replied · 16 April 2026
Thank you so much Lucy, we really appreciate you choosing Susan Metcalfe Residential over the years. Richard was thrilled to help secure the letting in Coleridge Gardens, we are glad you had a positive experience.
★★★★★ 5/5
GoogleGreat experience with Susan Metcalfe Residential. Richard showed me the property and was very patient, helpful, and professional throughout. The whole team has been so sweet and supportive, which made the process smooth and stress-free. Highly recommend.
Lu · 16 March 2026
Agent replied · 16 April 2026
Thank you Lu for your 5-star review. We are delighted to hear that you had such a positive experience with Richard and the rest of the team. Providing a patient, supportive, and stress‑free service is exactly what we strive for.
★★★★★ 5/5
GoogleFrom start to finish I found Susan Metcalfe Residential extremely efficient and professional. Michael was excellent and not pushy at all when showing the property. The whole process from start to finish was breezy and think the agency is actually very good. The managing agents were responsive and friendly. From reading some of the other reviews (clearly from disgruntled individuals) one would not get the right impression. Susan Metcalfe have been very good as far as I'm concerned.PositiveResponsiveness, Professionalism
Simeon · 10 November 2020
Agent replied · 9 November 2024
Thank you so much for your kind words, Simon. We really appreciate you taking the time out to share your experience with us, and we agree, Michael is truly a gem to have on our team! We count ourselves lucky for customers like you. We look forward to working with you again in the future!
★★★★★ 5/5
GoogleIf I could give Susan Metcalf more than 5 star I would . Michael at the sale team was more than excellent as he provided us with five star services to purchase our new 2 bedroom flat in Knightsbridge . Michael got us the deal with no time wasted and was in contact with us through the sale . He helped us all the way answering falls and inquiries as as he could . Very professional from start .Thank you Michael and all staff at Susan Metcalf.
Hi · 11 November 2017
Agent replied · 9 November 2024
Thank you so much for your 5-star review! We will share this with our team to let them know to keep up the amazing work. We count ourselves lucky for customers like you. We look forward to working with you again in the future!
★★★★★ 5/5
GoogleRichard helped me find my current flat and I love it. He was very supportive and great working with during the process.
Andrea · 16 March 2026
Agent replied · 16 April 2026
Thank you so much Andrea for your kind words, we’re thrilled Richard helped you find a flat you love. Delighted to hear he made the process smooth.
★★★★★ 1/5
GoogleTerrible Terrible Service!
This company's performance is utterly disappointing, providing a service that can only be described as a complete joke. They oversee the management of the residential block where I reside, and we've endured the absence of both hot water and heating for nearly a month, precisely during a period of freezing temperatures and incessant rain.
Their attempt to address the issue involved dispatching what seemed to be inexperienced plumbers who failed to provide any viable solutions.
Throughout this ordeal, I made multiple calls seeking information and a prompt resolution. Unfortunately, the individual Ivvone, who answered my calls, displayed a dismissive attitude, as if she were doing me a favor by even hearing my concerns.
Frustrated by the lack of progress, I persistently requested to speak with a manager and lodged a formal complaint via email. Regrettably, my efforts were met with silence, no response or call from anyone in authority within the company. The overall experience has been a testament to their disregard for customer satisfaction and a blatant lack of accountability.
I've decided to escalate the issue against them even further. However, I believe it's essential for others to be aware of my experience and to steer clear of them whenever possible.
Edmond · 24 March 2024
Agent replied · 9 November 2024
Thank you for taking the time to express your concerns as a tenant. We value all feedback and strive to ensure our tenants have a comfortable living experience. We are sorry to hear about the challenges you've faced, particularly the heating and hot water issues.
We understand your frustration and would like to work together to find a solution that addresses your concerns. Your comfort is of paramount importance to us, and we are committed to resolving these issues as swiftly as possible.
We would like to invite you to our office for a face-to-face meeting where we can discuss your specific concerns in more detail. This way, we can better understand your needs and work together to find the best resolution. Please reach out to us to schedule a convenient time for this meeting, as your feedback is invaluable in helping us improve our services.
Regarding the tepid/lukewarm water issue, you are correct that the lease specifies the provision of water, but it does not specify "hot" water. However, we do acknowledge the importance of having hot water in your daily life, and we are actively working on resolving this issue. We have taken several measures to address the situation, as outlined in your review.
All radiators in the building have been checked where access was granted.
The boiler system has been reset by both the previous plumber and our own experts.
We have ordered a new water cylinder, which has now been received. Unfortunately, it couldn't be fitted yesterday due to the boiler backfilling issue. To address this, we have scheduled a system drain down for Tuesday, 7th November.
We have sent an email to all leaseholders to keep them updated on the situation.
We understand that certain parts required for this system are not readily available, which has contributed to the delay in resolving the issue.
We appreciate your understanding and patience as we work diligently to address these challenges. Your feedback is essential in helping us improve our services for you and other tenants.
Please contact us at your earliest convenience to schedule a meeting at our office, so we can address your concerns more effectively. We are committed to ensuring your satisfaction as a tenant.
★★★★★ 5/5
GoogleHad a wonderful experience with Richard Mahe at Susan Metcalfe residential finishing a property at Cadogan Place.
Srikirti · 16 March 2026
Agent replied · 16 April 2026
Thank you Srikirti for taking the time to share your experience. Richard and the team are thrilled to know you were happy with the service including the process of finding the right property for your needs.
★★★★★ 5/5
GoogleRichard did a fantastic job with my Lucas house rental. Reliable, professional, and caring. Highly recommend!
Paolo · 16 March 2026
Agent replied · 16 April 2026
Thank you so much for the kind words. It was a pleasure helping you with your Kings Chelsea rental. We are really glad you had a great experience and we appreciate the recommendation!
★★★★★ 5/5
GoogleWe have worked together with Max England of Susan Metcalfe for several years on Joint Agency Instructions for both rental and sales transactions. Max is one of the best estate agents in the West End of London and able to provide expertise and knowledge that ensures our clients are given the best possible service.PositiveResponsiveness, Quality, Professionalism, Value
Mark · 10 November 2020
Agent replied · 9 November 2024
Thank you so much for 5 star rating. We really appreciate you taking the time out to share your experience with us, and we agree, Max is truly a gem to have on our team! We count ourselves lucky for customers like you. We look forward to working with you again in the future!
★★★★★ 5/5
GoogleRichard been amazing and helped us find a lovely place recommend him 👌 …
Ophelie · 16 March 2026
Agent replied · 16 April 2026
Thank you so much Ophelie for such a positive feedback and your 5-star review. Really thrilled you had such a positive experience with us and Richard.
★★★★★ 5/5
GoogleAbsolutely amazing 👏
Friendly and helpful
Lettings and sales
Thank you 😊 🙏 …
Jack · 16 February 2026
Agent replied · 16 April 2026
Thank you Jack! We're thrilled to receive such a good review from you.
Delighted to see you again today.
★★★★★ 5/5
GoogleExcellent friendly and professional lettings service.
Would most certainly recommend
CHARLES · 16 March 2026
Agent replied · 16 April 2026
Thank you for the recommendation Charles. We’re pleased to know you were satisfied with our service.
★★★★★ 5/5
GoogleOur experience with Susan Metcalfe was wonderful. Absolutely professional, super responsive, polite and with a lovely human touch which was so important for us. We would recommend without reservation. Special thanks to Sam for putting up with us so patiently.PositiveResponsiveness, Quality, Professionalism, Value
Sarah · 10 November 2020
Agent replied · 9 November 2024
Thank you so much for your kind words, Sarah. We really appreciate you taking the time out to share your experience with us, and we agree, Sam is truly a gem to have on our team! We count ourselves lucky for customers like you. We look forward to working with you again in the future!
★★★★★ 1/5
GoogleBest avoided if considering as agent
M · 23 April 2025
Agent replied · 24 May 2025
We are truly sorry to hear that your experience with us didn't meet your expectations. Your feedback is important, and we would appreciate the opportunity to discuss it further. Please reach out to us so we can make things right.
★★★★★ 1/5
GoogleA very stressful experience dealing with this agency. A big regret. So many hours of my free time have been wasted chasing people who needed respond to emails, sending pointless emails back and forth and having to do the work on their …
C · 16 April 2023
Agent replied · 9 November 2024
Thank you for the review, we are sorry to hear that you didn't have a great experience dealing with us. Having checked with our team, it doesn't seem anyone in our office had any dealings with you. Please contact our office and we will gladly look into your concerns.
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.
