Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 1/5
Google1⭐ Very unfair and disappointing experience
My experience with Thames Lettings has been extremely disappointing.
When I moved into the property they managed, the flat was clearly not cleaned at all. The condition on move-in day was unacceptable: there was rubbish on the floor, packaging left in the kitchen, stains on the walls, and the bathroom smelled strongly of urine. The bedroom carpet was full of the previous tenant’s hair, and the cushions on the living room chair were extremely dirty and unhygienic.
I will upload photos in this review showing the actual condition on the day I moved in, because the property was obviously not professionally cleaned before a new tenant arrived.
What makes this even more unreasonable is what happened when I moved out. After I had already cleaned the property, they still claimed that it was not properly cleaned and tried to charge me £210 for cleaning, which is completely excessive.
Even more ridiculous, in their check-out report they stated that the oven had not been cleaned. The truth is that I never used the oven even once during my entire tenancy, because I always used my own air fryer instead. It is quite unbelievable to be accused of leaving something dirty that I never even used.
Considering the condition I received the flat in, these claims are extremely unfair. I will also upload comparison photos showing the difference between the move-in condition and the condition when I left.
Very unprofessional experience.
Future tenants should take detailed photos and videos when moving in and moving out.
Zeyan · 16 March 2026
Agent replied · 16 April 2026
I am sorry you feel you have not had a good experience but I would like to respond to the points you have raised.
Before you moved into the property, the apartment had been professionally cleaned by a professional cleaning company (at a cost of £270) and this was confirmed by the independent inventory company who did the check-in visit. The inventory clerk did note some areas which had been missed and so we arranged a second cleaning visit shortly after the start of your tenancy.
At the end of your tenancy, we again arranged a visit by the independent inventory company (the same company which did the check-in) and they noted that the property was not professionally cleaned and noted 15 areas which needed cleaning. Their report provided photographic evidence to support this. Therefore, we had to arrange a further professional clean (at a cost of £210) to put the property into a condition ready for the new tenant to move into. You have been provided with a copy of the invoice for this cleaning visit for your records.
We always use independent inventory companies for our check-in and check-out visits for the very reason that they offer an impartial view of the condition of properties at the start and the end of the tenancy. As I am sure you can understand, sometimes cleaners can miss things but once an issue is raised we work quickly to provide a solution as we did in this case.
Of course, as we have advised you, if you do not believe you should be responsible for an amount requested from your deposit you are able to raise this via the MyDeposits resolution process and they will then make a decision having considered all the evidence provided.
★★★★★ 5/5
GoogleWe were extremely pleased with Rob and his team during our entire stay at a property managed by Thames Lettings. Right from the onboarding to regular maintenance and checkout, they were extremely prompt, courteous, professional and ensured all our needs were met in a timely manner. We had a couple of maintenance issues in our flat during our stay and Rob ensured that they were quickly looked into and repaired. Rob is a thorough gentleman and we were lucky to have him and his team as our letting agent.
Vishnu · 1 May 2025
★★★★★ 5/5
GoogleMy spouse and I rented a flat managed by Thames Lettings for 2 years and it was a fantastic experience from start to finish.
Coming from abroad, flat hunting in London for the first time was a bit stressful. Thames Lettings made the process very easy with clear and timely communication at every step of the way. The unit itself was in great condition and exactly as shown in the listing. Throughout our tenancy, Robert and his team were extremely helpful and responsive at all times. We had a few minor maintenance issues that they addressed immediately, sending repair people out within days. They were absolutely professional when it came to payments and deposits.
After hearing some friends talk about their nightmare experiences with letting agents and landlords in London, we felt very fortunate to have worked with Thames Lettings and have recommended them to many people in person as well.
SPH · 22 March 2025
★★★★★ 5/5
GoogleI have rented through Thames Lettings for a year and I have never been more satisfied with a lettings agency. Robert and Monica are extremely responsive, friendly, and helpful. Everything throughout my tenancy went so smoothly thanks to them, every problem was solved very quickly and they did everything to make my tenancy as easy and as stress free as possible, especially during the moving in and moving out process. I would definitely recommend working with them and would love to rent through them again in the future.
Nil · 11 August 2025
Agent replied · 27 December 2025
Thank you very much for your kind review Nil and I am pleased you enjoyed renting through Thames Lettings. Thank you for your help and cooperation throughout the tenancy too and I wish you all the best for the future.
★★★★★ 5/5
GoogleI have been a tenant at a property managed by Thames Lettings. They are really professional and nice people to work with. Especially Robert always replied very promptly and has been a great link to the landlords.
Would definitely recommend.
J · 15 November 2024
Agent replied · 12 November 2024
Thank you very much for your kind review Jonathan. It was a pleasure looking after things for you and thanks for looking after the property so well. All the best for the future and please do let us know if you are looking for an apartment around London Bridge again in future.
★★★★★ 5/5
GoogleWe had the pleasure of living in Central London for 4 years, with our property managed by Thames Lettings. The service we received was outstanding throughout our entire tenancy.
Special thanks to Rob, who was always incredibly responsive and helpful with any queries or issues. The professionalism and care from the team made our renting experience truly exceptional.
Highly recommended!
Vas · 16 October 2024
★★★★★ 5/5
GoogleI have been a tenant in a property managed by Thames Lettings for more than two years. Both at the contract stage and during my term as a tenant, every agent at Thames Lettings has been very helpful and professional. Every little issue I raised has been listened to kindly, taken seriously and handled very quickly. I will definitely continue to look at their listings whenever I need a space and I wish them all the best.
Naz · 16 April 2023
Agent replied · 11 June 2024
Thank you very much Naz for your kind words and it has been a pleasure looking after your tenancy. If you are ever looking again around Old Street or Shoreditch please do let us know and we will be pleased to help.
All the best, Robert
★★★★★ 5/5
GoogleRobert and Jose were a dream to work with. Very professional and really accommodating at all points during the letting process of my flat - 10/10 :)
Shuaib · 12 June 2023
Agent replied · 11 June 2024
Thank you very much for your kind words Shuaib. It was a pleasure working with you too and I am pleased we were able to secure you a good tenant so quickly. It is a great apartment and I am sure the tenant will be very happy there.
★★★★★ 5/5
GoogleWe rented a flat through Thames Lettings for nearly 2 years.
This agency provided the best service we could expect: promptness to resolve issues, smooth communication, continuity in the relationship and reasonable fees; quite the opposite of our previous experiences with estate agencies in London.
Thanks Robert and Monica.
Harry · 11 October 2019
Agent replied · 11 June 2024
Thank you very much for your kind review and I am pleased you enjoyed your time in the property. If you ever return to London and we can be of assistance please do get in touch.
Many thanks,
Robert
★★★★★ 5/5
GoogleRobert and Jose were a dream to work with. Very professional and really accommodating at all points during the letting process of my flat - 10/10 :)
Test · 16 April 2023
Agent replied · 16 April 2026
Thank you very much for your kind words Shuaib. It was a pleasure working with you too and I am pleased we were able to secure you a good tenant so quickly. It is a great apartment and I am sure the tenant will be very happy there.
★★★★★ 5/5
GoogleGood letting agencies really aren't very common in London. I just closed my tenancy of 3 years with an agent from Thames and compared to all the agencies I've dealt with and stories I've heard from friends in the past, they really go above and beyond to an unprecedented degree.
They've been extremely responsive, informative, and supportive throughout the tenancy, including with the closure and post-tenancy duties. It's been a pleasure letting from them, and I would absolutely recommend working with them.
Mitchell · 16 September 2024
★★★★★ 5/5
GoogleRob and his team provide an extremely high quality service. I have been letting with Thames Lettings for 2 years and throughout that time I have received faultless service as a landlord. The team are very efficient, courteous, frequently communicate outside usual working hours and always go the extra mile to help where they can. My tenants have equally had only good things to say about their experiences too. I have no hesitation in recommending them.
SFL1234 · 11 October 2019
★★★★★ 1/5
GoogleHad a very disappointing experience with Thames Lettings with an agent Jose. We scheduled a viewing right after the property adverted in the market. He wanted to postpone as the current tenants were working from home and we scheduled the day after at the earliest time. Just an hour before the viewing he gave me a notice as the property got offers and the landlord agreed already. In the end he wasted my couple days with changing my daily schedule for nothing. He didn't even mention about any other potential tenants until last minute. Very unprofessional..
Mr · 16 April 2022
Agent replied · 11 June 2024
I am sorry that you feel you have not had a good experience with our agency but I would like to explain the background. As you are probably aware there is very little property on the market to let at the current time and we received more than 40 enquiries within 24 hours for the property you were interested in. For fairness, as per our usual practice, we contacted each person on a first come, first served basis and booked in viewings of the property in this order. I am sorry we had to reschedule the viewing initially arranged but this was requested by the current tenants as they were working from home and had some meetings come up unexpectedly. Of course, we do need to respect the needs and wishes of our current tenants and we rearranged your viewing for a time as early as we were permitted to visit. Unfortunately, before your viewing had taken place we received two asking price offers from earlier viewings and the landlord instructed us to accept one of these and to proceed with taking a holding deposit. I am sorry we were not able to show you around the apartment but it is always difficult in situations where we have so much interest in one particular property. I do wish you luck with your property search and hope you secure a suitable apartment soon.
★★★★★ 5/5
GoogleAs new tenant in the UK (French) and for our first tenancy agreement we had the chance to be accompanied with Thames Lettings. From the first day (the flat viewing) until the return of the deposit, they have been helpful, reactive, friendly and above all honest, a rare quality for a lettings agency in London.
Whatever the issue we had during the tenancy, Robert and Monica have always been here to help and to find a solution, even for our more demanding requirements, sometimes answering us in the weekend.
We will regret the service provided by Thames Lettings and the professionalism from Robert, something we have never seen before (either in France or in UK).
Thank you.
Sophie et Ugo.
Ugo · 16 April 2022
Agent replied · 11 June 2024
Thank you so much for your kind words Ugo and Sophie and it has been a pleasure having you as tenants for the last year. I do hope you enjoyed your time in the property and I know the landlord was very appreciative of how you returned the apartment. All the best and do let us know if you are in need of an apartment in the City again in future.
★★★★★ 1/5
GoogleHad an very disappointing experience with Thames lettings dealing with an agent called Robert. We went to see the flat and we couldn’t get in as Robert didn’t have the right keys and we ended stuck outside. We had seen the pictures of the flat and the location was perfect for us. So even though we didn’t manage to see the flat we asked Robert how do we move ahead from here. He told us don’t worry you’re the first to see the flat and we’re not doing any other viewings, the flat won’t go. So we go back next day see the flat and tell Robert we wanna go ahead again. A lot of time was wasted days after Robert asks us everything he needed to know about us. We gave him all the details and then 2 hours after an amazing offer came through and were asked if we could meet it.
Also there’s something dodgy about this company as when we finally saw the flat it was occupied by “professional sex workers” all the bedrooms were free and three girls in the living room.
We’re truly disappointed with how this was handled.
Hari · 11 October 2021
Agent replied · 11 June 2024
I am sorry you feel you have had a disappointing experience especially given we have been conversing on very good terms until this lunchtime. Unfortunately it is always difficult when two different parties are interested in renting the same apartment and I am sorry we were not able to secure it for you. I would like to explain a few points.
As you rightly say we were not able to gain access to the apartment on the first visit as we did not have a key to a locked interior door. I apologise for this as I did at the time when you were kindly very understanding (given you work around the corner from the property in question). At no time did I tell you you were the first to view the property though I confirmed the property was only being marketed by our agency which is the case. We rescheduled the viewing for the next day and showed you the apartment as planned and you expressed interest, though at this time your move date was not confirmed. Unfortunately the same day you confirmed your move date we also received another offer from some other applicants who had seen the property prior to your viewing. They were willing to pay 6 monthly in advance for the property and so I informed you of this to give you the opportunity to revise your offer and match it if you wished. You did not wish to which I completely understand. We put both offers forward to the landlord of the property. Choosing which offer to accept is not our decision and in this case the landlord chose to proceed with the other applicants. With regards to the occupants of the property, as I explained when I met you these are occupiers arranged by the current company tenant (a serviced apartment provider) and not by our agency and so I cannot comment any further on this.
Again I am sorry we were not able to secure the property for you and I hope all goes well with the other apartment you were considering renting.
★★★★★ 1/5
GoogleI stopped by here 2 times to discuss a property I saw advertised outside and both times no one answered the doorbell... I sent an email to follow up and also got no response. Very disappointing experience. Not sure what to make of it... Are you closed for good?
Felicitas · 14 April 2024
Agent replied · 11 June 2024
Dear Felicitas. I am sorry to hear we were perhaps not available or in the office when you visited (if within office hours it is possible we may have been on appointments as it is a very busy time at the moment). We have searched our emails across the team and we do not seem to have received an email from you so sorry if this has gone awry. If we can still be of assistance please email us at office@thameslettings.co.uk and we will be glad to assist.
Many thanks,
Robert Arnold
★★★★★ 5/5
GoogleGreat Agency Great Service and Great People.
Melih · 11 July 2026
★★★★★ 5/5
GoogleRob and the team go above and beyond with the level of service far superior than others in their field. We would highly recommend.
PestGone · 16 April 2022
Agent replied · 11 June 2024
Many thanks for the kind review and it's been a pleasure working with you over the last few years. It is great to have you on hand when our landlords and tenants need any assistance.
★★★★★ 5/5
GoogleI rented from Thames when I needed a place to stay weekdays for work. From the first appointment, when I viewed the property, they were the utmost professionals: courteous, helpful, quick to respond and best of all, not at all pushy to get a signing. On moving in, a couple of really minor issues were dealt with speedily, and I was looked after by the same person pretty much throughout. I would strongly recommend Thames for a trustworthy, reliable and consistent service.
David · 11 October 2020
Agent replied · 11 June 2024
Thanks so much for your kind words and it was a pleasure having you as our tenant. I hope we can help you again in future when you next need to rent a London apartment. All the best, Robert and the team.
★★★★★ 5/5
GoogleExcellent agency! Thanks to Robert for his professionalism and availability. He is listening and always responding quickly, even on weekends. Procedures for my tenancy were done quickly and easily.
I highly recommend.
Ophélie · 11 October 2019
Agent replied · 11 October 2026
Thank you so much for the review for our lettings agents in Spitalfields, Glad you had a positive experience with us and hope to work with you again in the future.
★★★★★ 5/5
GoogleExcellent agency! Thanks to Robert for his professionalism and availability. He is listening and always responding quickly, even on weekends. Procedures for my tenancy were done quickly and easily.
I highly recommend.
Ophélie · 13 June 2019
Agent replied · 11 June 2024
Thank you so much for the review for our lettings agents in Spitalfields, Glad you had a positive experience with us and hope to work with you again in the future.
★★★★★ 5/5
GoogleRob was very helpful during my two year stay
Tak · 16 April 2023
Agent replied · 11 June 2024
Thank you very much for your kind review. All the best for the future and if you are looking for an apartment around the City in future please do get in touch.
★★★★★ 5/5
GoogleFor three years, we lived in an apartment in central London managed by Thames Lettings. The people were professional, kind, communicative, and always helpful. We were always satisfied with our cooperation with them.
Maciej · 16 September 2024
Agent replied · 25 October 2024
Thank you very much for your kind review Maciej. It was a pleasure looking after you during your time in London and thank you for looking after our landlord's property so well. All the best for the future. Robert
★★★★★ 5/5
GoogleGreat lettings firm. Good comms, found great tenants and generally looked after my interests well.
Quintin · 20 May 2025
Agent replied · 27 December 2025
Thank you very much for your kind review Quintin. It was a pleasure looking after your properties over the years. Wishing you all the best for the future and don't hesitate to get in touch if we can ever be of assistance.
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