Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 5/5
GoogleFlawless from start to finish! Tlc provided a smooth, well managed experience. Kris was friendly, switched on and always one step ahead throughout the sales process.
Neli · 25 March 2026
Agent replied · 26 March 2026
Thank you so much for your wonderful review. We are delighted to hear that your experience felt smooth and well managed from start to finish.
Kris will be very pleased to read your kind words. Being proactive, approachable and one step ahead is exactly what we aim to deliver throughout the sales process, so it is great to know this stood out.
Thank you again for your feedback. It was a pleasure working with you and we are always here if you need us in the future.
★★★★★ 5/5
GoogleI’ve been working with TLC State Agency for the past four years, and my experience has been consistently positive.
In particular, I had the pleasure of working with Cherrelle, who has been incredibly professional, approachable, and supportive throughout. She always responds in a timely manner and goes above and beyond to ensure everything runs smoothly.
It’s been a great experience overall, and I truly appreciate the level of service and dedication provided.
Remo · 1 April 2026
Agent replied · 22 April 2026
Thank you so much for your kind review and for your continued trust over the past four years. It really means a great deal to us.
We are delighted to hear that your experience has been consistently positive. Cherrelle will be especially pleased to read your feedback. Her professionalism, responsiveness and supportive approach are exactly what we aim to deliver, so it is wonderful to know this has made a difference.
We truly appreciate your support and look forward to continuing to work with you.
★★★★★ 5/5
GoogleFantastic customer service with the property management department in Kensington & Chelsea. Keshia was so helpful and extremely professional and knowledgeable. Thank you!
Joanna · 1 April 2026
Agent replied · 22 April 2026
Thank you so much for your kind review. We are delighted to hear that you had such a positive experience with our property management team.
Keshia will be very pleased to read your feedback. Her professionalism, knowledge and helpful approach are exactly what we aim to deliver, so it is wonderful to know this made a difference.
We truly appreciate your support and are always here if you need us.
★★★★★ 1/5
TrustpilotVery disappointing experience with…
Very disappointing experience with Michael Cardona Castellanos.
We arranged a viewing directly with Michael and changed the time to suit him. My wife then travelled around 1.5 hours from Surrey with our three-year-old son.
When she arrived, nobody was there. Michael did not answer the phone, and the office told me he was off that day and there was no viewing in the diary. Another member of staff eventually arrived around 30 minutes late.
My wife liked the property and wanted to proceed, but shortly afterwards we were told it had already been taken and a deposit paid.
Mistakes happen, but the lack of communication, organisation and even a simple apology was extremely disappointing. Very poor way to treat people and their time.
Dalibor · 10 September 2026
★★★★★ 5/5
GoogleI have worked with TLC Estate Agents across both the lettings and sales teams, at Hogarth Place in Earls Court and the newer Chelsea office in SW3 office. They consistently offer excellent advice backed by strong local knowledge of the area, which really makes a difference. The team is professional, approachable, and easy to deal with and overall a real pleasure to work with. I would happily recommend them
Richard · 1 April 2026
Agent replied · 22 April 2026
Thank you so much for your kind and thoughtful review. We are delighted to hear that you have had such a positive experience working with both our lettings and sales teams.
Providing clear advice backed by strong local knowledge of Earl’s Court, Chelsea and the wider Kensington and Chelsea area is exactly what we aim to deliver, so it is wonderful to know this has made a difference.
It is also great to hear that you have found the team professional, approachable and easy to deal with. We truly appreciate your recommendation and your continued support.
★★★★★ 5/5
GoogleStef is very professional and quick to respond. Very reliable. Easily one of the best in the Kensington and Chelsea area!
Maryam · 22 March 2026
Agent replied · 26 March 2026
Thank you for your kind review. We are delighted to hear that you found Stef to be professional, responsive and reliable.
She will be very pleased to read your feedback. Delivering a consistent, dependable service is exactly what we aim for, so it is wonderful to know this stood out to you.
We truly appreciate your recommendation and your support.
★★★★★ 1/5
GoogleWorst agency in London. Rude agents who just keep lying to customers. I have made a viewing of a property in July and for some mysterious reason which was never explained to me, agents started to come up with reasons to deny renting the property to us. No documents were checked, no price was agreed, agent simply did not like us.
We have tried to ask them to explain the situation but the only explanation they could probide was that tenants are still deciding if they will move or no. Then they said tenants will be staying, but price has dropped on rightmove making it clearly obvious that agents are lying to us.
Michael Cardona Castellanos was an agent I was dealing with - rude and incompetent person, who was ignoring my calls, had no idea about how the parcels are being delivered to the property. All in all no knowlage whatsoever about the property they are renting out.
1 month later - the same house is still not rented and on the market. We are a family that is ready to rent it for 3 years with the asking price, however the agents denied is again. No explanation why.
I feel sorry for the landlord, who is loosing money because he let management of his house to incompetent and rude people who cannot even explain why they are denied even to rent.
Olga · 26 March 2024
Agent replied · 27 November 2023
Dear Olga,
Thank you for sharing your experience with us. We appreciate your feedback and would like to address your concerns.
We understand that you had a viewing in July and were disappointed with the outcome. In such cases, decisions regarding tenant applications are ultimately made by the property owner. In this instance, the landlord opted not to proceed with the application and chose to keep the property on the market.
Jonathan, one of our team members, has communicated this decision to you and conveyed that it was the owner's choice not to proceed with your application. We understand that this may not have been the outcome you were hoping for, and we sincerely regret any inconvenience this may have caused. It's important to us that everyone has a clear understanding of the decision-making process.
If you have any further questions or if there's anything else you'd like to discuss, please feel free to contact our office directly. We appreciate your understanding and value the opportunity to address your concerns.
★★★★★ 1/5
GoogleWhile TLC has been generally polite and friendly in correspondence, and helpful on occasion, prospective tenants be warned of the following:
a. Expect screw ups in simple things like appt times and a lack of professionalism addressing such incidents. My checkout appt was originally arranged for 18 Aug 2023 2pm. On 15 Aug, TLC shifted the appointment to 12-1pm, after speaking with "the inventory clerk”. On 18 Aug, we arrived at 11.45, and waited in vain till 1pm. We informed TLC, who said they would contact the inventory clerk immediately. My request for update at 1.17 received no reply, and I continued waiting until 1.47 when I asked for the "basic courtesy" of an ETA. TLC then said they had spoken to the clerk, who would be arriving soon. When I informed TLC later that the clerk who came had no idea the appt was brought forward, TLC revealed that they do not communicate directly with the clerk despite giving such an impression, but with her manager. TLC attributed the screw up to a miscomm within the inventory co, and other than an expression of “understand[ing of] your frustration” over the lack of update, did not claim any professional responsibility over the incident.
b. Expect incompetency in basic checks on your unit. My welcome email on 22 Aug 2022 informed that British Gas was my electricity and gas supplier, but my own checks online found that it was instead e.ON. When I informed TLC about this, their reply on 23 Aug was "Not to worry, we will contact e.ON and set up your account with them." There was no apology nor acknowledgement of their mistake or responsibility to verify info properly.
c. Expect false info from them so know the law and your tenant rights. TLC informed us on 12 Jul 2023 that “you are required to book and pay for the end of tenancy professional clean”. Online checks however indicate that it is no longer legal for landlords to require so. Similarly, when we expressed intention to go to the Dispute Resolution Service of the Deposit Protection Service (DPS) to negotiate the repayment of our deposit, TLC informed on 21 Sep 2023 that if we did so, “none of the deposit will be released until a decision has been made by the DPS”. I informed them that the T&Cs of the DPS indicated otherwise, i.e. the amount not disputed would be returned. On both occasions, TLC neither acknowledged nor apologised for their misinformation.
d. Expect to hear excuses, empty promises, be stonewalled, and for things to move only after you threaten to escalate matters. After asking for my ceiling lamp to be fixed on 4 Sep 2022, TLC promised to “send a contractor this week” (on 12 Sep), following which nothing happened and my emails and calls were stonewalled. Only after an ultimatum on 29 Sep where I complained about their lack of professionalism and threatened to escalate my grievances, did I receive a response claiming that they had taken a long time as they were conducting “investigat[ions]”. Within an hour of this response however, TLC suddenly managed to arrange for a contractor to come down. Other delays in responses or lack of updates were often attributed by TLC to the landlord’s lack of response, rather than their responsibility to set reasonable deadlines and keep tenants updated on the status of issues.
e. Lastly, a piece of advice. Upon move in, take lots of photos and comment in your check-in report, not only on visible damages or defects in the unit, but also on the state of cleanliness (e.g. dusty etc.) regardless of whether or not you use a professional cleaner when you move out. Take detailed photographs of the unit right before you hand it over to the inventory clerk as well, as you may not stay for the duration of their checks on the unit which can take some time, and you want to make sure you have your own photographs in case you do not agree with something in the check out report, as had happened in our case.
Seah · 26 March 2024
Agent replied · 27 November 2023
We appreciate your feedback and are sorry to hear about your moving-out experience. We apologise for any inconveniences you faced during your check-out appointment. Please note that we typically communicate with inventory clerks through their office manager, which caused the miscommunication regarding the timing change. Nevertheless we apologise for this and that you were not updated via phone when requesting a call back.
Regarding the utility bill, we acknowledge that there was a human error in setting up the supplier's details, which was promptly rectified upon notification.
As for end-of-tenancy cleaning, while we strongly recommend professional cleaning to avoid disputes related to cleanliness, it is not mandatory. However, we do expect the property to be returned in the same condition as documented in your check-in report.
We apologise for any inconvenience during your tenancy and the check-out process. Your feedback is important to us, and we'll strive to improve our services based on your experience.
★★★★★ 5/5
GoogleBest estate agent I have dealt with - worth their commission fee! After an unsuccessful marketing process with another estate agent, TLC sourced me viewers, handled the viewings and then nursed a complicated sale process to successful completion over several months. Kept me and my solicitor fully updated, always on hand to answer any questions and went above and beyond in proactively tackling issues as they arose - not tightened to just pick up the phone to get things done. Toby was always on hand and willing to help, Eloise did a great job on the initial sales process and Callum was fantastic and showed great resilience in getting through all the issues and getting the sale across the line me. When you are juggling work and other issues, it helps to have an experienced team on your side that both the seller and buyer have complete confidence in.
Andrew · 26 March 2024
Agent replied · 26 August 2024
Thank you for your glowing review! We're thrilled to hear that our team, including Toby, Eloise, and Callum, provided you with exceptional service throughout your property journey. At TLC Estate Agents, we take pride in going above and beyond to ensure a smooth and successful sales process, from sourcing viewers to navigating complex sales. We understand the importance of clear communication, proactive problem-solving, and dedication to our clients in Kensington and Chelsea. We're privileged to be your property guides!
★★★★★ 5/5
GoogleI've been working with TLC and Eren for almost five years, and they've always been prompt, professional, kind, and understanding. They provide excellent support from start to finish and are always there to help. The stock at the West London houses are particularly fantastic. I would highly recommend them to anyone looking for reliable and caring support.
Mina · 13 June 2026
Agent replied · 13 October 2026
Thank you so much for your kind review and for your trust over the past five years. It really means a great deal to us.
We are delighted to hear that your experience with Eren and the team has been consistently positive. Providing prompt, professional and supportive service is exactly what we aim to deliver, so it is wonderful to know this has made a difference throughout your time with us.
Eren will be especially pleased to read your feedback. Thank you again for your recommendation and your continued support. We look forward to working with you for many years to come.
★★★★★ 1/5
TrustpilotI wish I can give this agency -10…
I wish I can give this agency -10 stars!
I have never experienced anything worse than TLC! Unprofessional and unreliable.
During my one and a half year of tenancy, I dealt with the slowest agents to fix anything in the property with little explanation.
When I moved out, I dealt with your colleague Vesta and Jonathan Newton and it was a ping pong match on who throws the ball on who! I had sloppy communication with them.
The agency literally are "Team Players" against the tenant! They refuse to assist and instead throw me to their colleagues to fix the issue and instead of dealing professionally with it.
I rented in London for about 20 years and I have dealt with at least 5 different letting agencies but I have not seen anything your staff in the Chelsea office
M · 4 August 2026
★★★★★ 1/5
GoogleTerrible service. Took my holding deposit. Didn’t assist with terrible online app for reference checks. Withheld deposit and actively viewed to others, without releasing. Had to go to an ombudsman to return capital, which took over 1 month. Dishonest sales team, who refused to help, citing ‘not my issue’.
Please see below email raised to the ombudsman on 28/08/25. Withholding deposit returned on 24th September.
Needless to say. An awful service from start to finish. Trying to withhold funds without due process.
Adrian · 26 October 2025
Agent replied · 26 March 2026
We can confirm that your holding deposit was returned in full. While we are unable to disclose specific details, the application did not meet the necessary requirements to proceed. To clarify, the Property Ombudsman was not involved in the return of funds, which were handled directly and in line with the agreed terms. Should you wish to discuss this further, you are welcome to contact us directly.
★★★★★ 5/5
GoogleKeshia’s performance at the property management dept in Kensington & Chelsea branch of TLC has been nothing short of exemplary. Her unwavering attention to detail, combined with a flair for resolving complex client needs, has elevated the standard of service across the board. With an impeccable sense of professionalism and a knack for turning challenges into triumphs, Keshia consistently delivers brilliance.
Jacqui · 1 April 2026
Agent replied · 22 April 2026
Thank you so much for your incredibly kind and thoughtful review. It really means a great deal to us.
Keshia will be absolutely delighted to read your feedback. Her attention to detail, professionalism and ability to navigate complex situations with care and confidence are qualities we truly value, so it is wonderful to see this recognised.
We are very grateful for your support and look forward to continuing to deliver the same high standard of service.
★★★★★ 5/5
GoogleI recently bought a flat in West London through tlc and I was blown away by Toby and his teams’ professionalism. Very impressed about how all our requests were handled and the timeliness of the whole process. We had no previous experience with buying a property in the uk and tlc were brilliant in handholding us through the entire process. I wholeheartedly recommend!
Riccardo · 26 February 2026
Agent replied · 26 March 2026
Thank you so much for taking the time to share this lovely feedback. We are delighted to hear that your buying experience felt smooth, supportive, and well handled from start to finish.
Buying a property for the first time in the UK can feel daunting, so it is wonderful to know that Toby and the team were able to guide you clearly through each step and make the process feel manageable and timely. Your kind words about the professionalism and care shown really mean a lot to everyone involved.
Thank you again for your recommendation. We wish you every happiness in your new home and would be very happy to help again in the future.
★★★★★ 5/5
GoogleI’m a tenant that found a flat via this agency. My experience was really good especially considering the chaos of London housing. Michael has been the most supportive agent I have ever encountered. He was extremely understanding and helpful, beyond just being a great person. Would recommend !
Laura · 26 March 2025
Agent replied · 26 March 2026
Thank you for your kind review. We're delighted to hear that your experience renting a flat through tlc estate agents in Kensington & Chelsea was positive, especially amidst the challenges of the London housing market. Michael Cardona Castellanos is indeed a valued member of our team, and it's wonderful to know he provided you with exceptional support and understanding. We appreciate your recommendation and are here to assist you with any future property needs.
★★★★★ 1/5
GoogleTerrible company to have as a building manager. Fire alarm going off for days in the the building disrupting sleep, work or simple activities and TLC's carelessness to act timely is notable. They take their time to call the alarm company with the people in the building not being able to sleep in peace for days.
Raissa · 15 April 2026
Agent replied · 22 April 2026
Dear Raissa,
Thank you for your feedback. We are sorry to hear how disruptive the ongoing fire alarm issue has been, particularly where it has impacted your sleep and daily routine.
We understand how important it is for issues like this to be addressed promptly and with minimal disruption to residents. Your experience is not what we aim to deliver, and we take your comments seriously.
We would appreciate the opportunity to look into this further. Please contact us at headoffice@tlclondon.com
so we can review the situation in more detail.
We remain committed to maintaining safe, well managed buildings and improving the experience for all residents.
★★★★★ 5/5
GoogleMy experience with TLC was really positive, thanks in large part to the reliability and professionalism of my agent, Michael. He handled matters efficiently and was consistently available, offering clear and well-informed support when needed, which is not common in the busy London tenancy market. His approach reflects a strong focus on tenant satisfaction and a genuine sense of responsibility toward his role.
Gaia · 22 January 2026
Agent replied · 27 January 2026
Thank you for taking the time to share your experience. We’re really pleased to hear that your time with tlc Estate Agents was such a positive one and that Michael’s reliability, professionalism and clear communication made a difference.
The London tenancy market can be fast paced and demanding, so it’s especially rewarding to know that Michael’s supportive and conscientious approach helped make the process smoother for you. Your kind feedback is very much appreciated, and we were glad to be able to assist.
★★★★★ 5/5
GoogleI had a great experience working with Jacob during my property purchase. The tlc Team were very helpful and provided clear guidance throughout the process. I really appreciated their support and would happily recommend them!
Alessandra · 13 August 2026
Agent replied · 13 October 2026
Thank you so much for your kind review. We are delighted to hear that you had such a positive experience during your property purchase.
Jacob and the rest of the team will be thrilled to read your feedback. Providing clear guidance, responsive communication and support throughout the buying process is exactly what we strive to deliver, so it is wonderful to know this helped make your experience a positive one.
Thank you again for your recommendation and for placing your trust in tlc. We wish you every happiness in your new home.
★★★★★ 1/5
TrustpilotHaving rented in London for over 20…
Having rented in London for over 20 years, through several management companies, I can say this has been by far the worst experience I’ve had. TLC failed to assist when clear and obvious errors with reference checks appeared. Sales citing ‘not my issue’. They refused to assist on multiple occasions when I reached out to resolve, even when clear and obvious issues arose, clearly hoping to retain deposits rather than work for their revenue.
Adrian · 28 September 2025
Agent replied · 11 October 2026
Hi Adrian,
Thank you for taking the time to share your feedback. We’re sorry to hear that your experience fell short of expectations.
We take concerns around referencing, communication, and process very seriously, and it’s disappointing to read that you felt unsupported at points during your interaction with us. This isn’t the standard we aim to deliver, and we would welcome the opportunity to better understand the specific circumstances so the matter can be reviewed properly.
If you’re willing, please contact us directly at headoffice@tlclondon.com
with your details so a senior member of the team can look into this with you.
Thank you for bringing this to our attention.
★★★★★ 5/5
GoogleHaving TLC manage our property in London while we live in Melbourne has been the wisest decision we have ever made. Not only have they been amazing letting and managing our flat, we had a catastrophic flood earlier this year that required the entire flat to be renovated. Hollie dealt with the insurance, contractors and project managed the entire renovation. We had complete confidence in Hollie and were given regular updates and photos of the works. Now completed, the flat looks amazing and we're extremely happy with everything Hollie and TLC have done and continue to do for us.
Richard · 26 March 2023
Agent replied · 25 October 2024
Thank you so much for your amazing review! We're delighted to hear that choosing tlc to manage your London property while you’re in Melbourne has been such a positive experience. It’s great to know that Hollie Taffurelli was able to manage the entire process of your flat’s renovation after the flood, from dealing with insurance to overseeing contractors. We’re thrilled that you’re happy with the outcome and the regular updates throughout the project. If you need any further assistance with property management, lettings, or anything else in Kensington, Chelsea, or beyond, we’re always here to help!
★★★★★ 5/5
GoogleSo grateful to Emine for all her efforts to get the water supply back to our building. It’s never a good time to lose your water supply, but for it to happen during Twixmas when everyone is on holiday, it takes a special kind of dedication to get us back up and running. Emine organised plumbers, spoke to Thames Water several times, and even the builders who were working on the property next door. She kept residents informed throughout and maintained a positive can-do attitude which really helped. I really felt she really did everything possible to resolve the issue as quickly as possible during the tricky holiday season.
Jenny · 26 March 2023
Agent replied · 26 July 2023
Thank you for this lovely review. It is a relief that everything has gone back to normal. It was a pleasure to help, especially with such a tricky situation. We are happy that our block management team has had such a positive impact on your Kensington and Chelsea block!
★★★★★ 5/5
GoogleIf we knew how easy it was to change management agencies, we would have switched years ago. We are so grateful to now have TLC looking after our small block of flats with a special thanks to Emine who is always so communicative and efficient at everything she does! She is very hands on and has already been to our building a number of times since TLC took over a few weeks ago. The handover was a breeze as Emine and the team at TLC took care of everything and have already started arranging quotes for us to have our building overhauled, which had been neglected by our former agent. TLC definitely provides a 5-star service and I would recommend them very highly.
Kimberly · 26 March 2023
Agent replied · 31 May 2023
Thank you for this very kind review, Kimberly. It is important to us that our block managers go the extra mile and so it is always lovely to see that our efforts are having a positive impact in Kensington and Chelsea.
★★★★★ 5/5
GoogleTLC are great, specifically Michael Cardona Castellanos. He has been incredibly helpful since day 1, not only has he helped me find the perfect property for me but also helped me through out the whole negotiation process for the tenancy. He is one of those people who will go above and beyond for his clients not only before they come in to the property but also way after they do. Thank you Michael for being the best agent!! Always willing to help! - Tenant for property in SW5
Lourdes · 26 March 2023
Agent replied · 31 May 2023
Thank you for your kind words Lourdes. It is wonderful that you had such a good experience with our lettings team. We are thrilled that we were able to help you find a home in the Kensington and Chelsea area.
★★★★★ 5/5
GoogleTLC is the perfect agency, Michael was a very great helpfull since the beginning for find a property and not just that. After we rented the apartment he has help me in a few opportunities with other problems and issues with the best disposition and always willing to help, no matter the hour or the day. He has been very helpful since September and is always there for help you. I always recommend him to my friends. He definitly dont forget you after the negotation, at the contrary. Thanks Michael for being the best agent!!
Josefa · 26 March 2023
Agent replied · 31 May 2023
What a massive compliment, thank you! It is important to us that our agents go the extra mile and it is wonderful to see that it makes a difference. We hope you are having a great time in your Kensington and Chelsea property!
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