Trusted Agent profile · London
★★★★★
189 reviews across 2 platforms
1A The Village, Charlton, London, SE7 8UG
Truepennys Property Consultants's office in London, at 1A The Village, is rated 4.3 out of 5 across 189 reviews on two platforms, including 134 Google reviews rated 4.7.
Every review we hold for the London office, from every platform, shown as written. First names only.
5/5
GoogleTruepenny's have really been awesome in dealing with the sale of my property. Hayden and Hannah have been great in terms of viewings and communications. In just 3 weeks I received two offers and another great one just one week into the new year. I could tell they work hard to help me achieve the best offer. Hayden has been straight forward and understanding even as circumstances change. I wouldn't hesitate recommending them. And I would use them again if I had to.
5/5
GoogleHannah from Truepenny's Charlton is an absolute gem of an agent, she is very thorough with her work. In my experience, I have rarely met such dedicated people in the real estate departments. Every property we viewed with her, she had full details, no nonsense, very thorough and sincere, she knew most things we needed to know and if not she made an effort to find out and email us later. It was a true pleasure working with her. I would highly recommend Hannah and her company Truepenny's to anyone looking for a property. They are very helpful.
5/5
GoogleTruepenny’s was the estate agency that sold my sister’s flat on Heathwood Gardens in Charlton. Hayden Ellis was the estate agent who guided me through the whole process. It was a marathon as the first buyer dropped out at the last minute. Hayden found another buyer almost immediately and although there were a few hiccups along the way we managed to close the deal successfully yesterday. Wallace Jaffray is the person who takes over once a buyer has been found and looks after the administrative details of the process, he was also extremely helpful, responsive and reliable. I would strongly recommend Hayden Ellis and Wallace Jaffray at Truepenny’s and its Charlton office.
5/5
GoogleI recently sold my house in London with the exceptional assistance of Hayden Ellis. Hayden assured us of a quick sale, and he delivered on his promise. Despite residing outside the country, Hayden provided unwavering support throughout the entire process, taking charge and handling all necessary tasks to ensure a successful sale. His professionalism, dedication, and clear communication made the selling experience seamless and stress-free. I highly recommend Hayden to anyone seeking a dependable and proactive real estate agent.
3/5
GoogleIf you are a landlord, you probably won’t have any problems with Truepenny’s. If you are a tenant, you might not have as great of an experience. We lived in a property managed by Truepenny’s for a few years. Overall, they were nice to interact with and helpful. The property managers are friendly and know what they’re doing. It was easy to report maintenance issues and they were responsive. But ultimately whether or not something gets fixed is up to the landlord, and ours was not very responsive until it suited him. My only real complaints are: 1. They got our move in date wrong somehow. I showed up at the property with my newborn and wasn’t able to get in until the cleaners arrived and let me in. The agent responsible was on vacation. 2. Our landlord was considering selling the place and the selling agent who showed up to do a show around was quite rude/dismissive when we were going out of our way to accommodate the showing. 3. Our landlord attempted to take our entire deposit to redecorate, re-landscape, and re-carpet the house. It was absurd and predatory. Thankfully we got most of the deposit back after raising a dispute. But Truepenny’s did absolutely nothing to help resolve the situation. They seemed resigned to allowing it to go to dispute rather than encouraging the landlord to accept a reasonable offer from us. Like any estate agent, they will have the landlord’s best interests at heart.
5/5
GoogleI've had the pleasure of dealing with Truepenny's for over 6 years, both as a Landlord, where they were exceptional at finding quality tenants and dealing with any problems that arose. Also when the time came to sell the help and advice from Hayden and David in the Charlton office was first rate and realistic too, many other agents talk a good game but as a landlord and a seller it's the quality, realistic advice that really makes them standout. Thank you.
1/5
TrustpilotShambolic…
Called their Beckenham branch on the 12th Nov to enquire about a rental property that had just come on the market and was told by a lady there that a message would be passed on to lettings. Nobody ever got back to me. Chased it up on the 13th and was told by a lady there (same lady?) “we only have one lettings negotiator covering Beckenham and Bromley. Rest assured you will get a chance to view the property”. Again, nobody ever got back to me. Today (19th) I see that the property has now been let! So thanks to their incompetency I’ve now missed out on a potential tenancy. Utter shambles and I’m going to blacklist this agent if this is the level of service afforded to prospective tenants. **Update** I have been nagged to provide further information by Trustpilot. Not much more to add except that I missed out on a tenancy because of Truepenny's failings. If I make an enquiry re. a rental property that's just come on the market then I expect somebody to have the courtesy to get back to me...
5/5
GoogleWe recently had the pleasure of working with Truepennys and we are very happy with the whole experience. Hayden was the best - he kept us informed throughout and was always available and made buying our first home a great experience. Thank you! Rebecca & Jonathan
1/5
TrustpilotTerrible Agency
I had an appalling experience with Truepenny’s Property Consultants. Their severe mismanagement has caused me significant financial and emotional distress. I gave proper notice under my tenancy’s break clause, found a replacement tenant who passed references, paid fees, and even signed the contract. But Truepenny’s lost the signed paperwork, apologised for it, and then later denied ever receiving it. Because of their incompetence, the replacement tenant withdrew, leaving me unfairly exposed to rent liability for a property I had lawfully vacated. Despite repeated communication, evidence, and even their own admissions of error, they have refused to take responsibility. Instead, they shifted all the burden onto me, forcing me into legal proceedings. This agency cannot be trusted with important tenancy matters. If you value professionalism, accountability, and proper handling of your documents, avoid Truepenny’s at all costs. Their negligence has not only cost me thousands of pounds but also months of unnecessary stress.
5/5
TrustpilotGreat service from a friendly and professional team!
Great experience selling through Truepennys Lordship Lane! From beginning to end the team worked HARD on this transaction as we had two first time buyers pull out due to economic conditions. Despite this, Alex, Wallace and Connor were consistently on hand to offer guidance and support which was very much appreciated. Communication was good and it was always easy to reach someone which makes all of the difference. Super friendly and supportive team that I would highly recommend!
5/5
TrustpilotThe Bromley team were all incredibly…
The Bromley team were all incredibly helpful and responsive whenever we had any questions. Each member of the team we came across was professional and very knowledgable. Thank you all.
2/5
GoogleI was a tenant for a year and a bit, definitely was the worst experience for me. They did not take my complaint seriously regarding another tenant in the house, it took an individual with connections to the council for them to take it seriously. Furthermore, they also tried to increase my rent - after I’ve paid. They asked me to send additional £50 for the rent increase. Even though they did not informed me previously about the rent increase, obviously need to learn about contract law and read their own contract to know that it wasn’t legal to do that. When I moved in, the room was dirty - it has not been cleaned by the previous tenant nor cleaned by them. I found the tenant’s underwear underneath the bed when I was cleaning up. The fault lies with me for failing to mention this to the agency. I normally don’t leave reviews, however I do recommend people to think twice it when renting a house/room with Truepenny Charlton office. Especially as a black/person of colour.
Dear Mitchi Nutella, I have checked with the team and all of our offices and can see that we do not have a record of a tenant with your name. We deal with a very small number of room rentals and have not had any tenants move out of these rooms since November. We have not been made aware of any complaints from these tenants nor have we received any communication from any council regarding a complaint. Although we believe this review to be fake, if this is a legitimate complaint, please contact me directly via HEllis@truepennys.com with full details so that I can investigate your dissatisfaction with Truepenny’s, instead of leaving an anonymous and defamatory review. I would also like to make it very clear that any accusations of discrimination are categorically unfounded and untrue. We have never been accused of discrimination or racism and pride ourselves on providing the highest levels of customer service. Yours sincerely, Hayden Ellis Branch Manager
1/5
TrustpilotPlease take your business elsewhere
Was keen to engage them to help to sell my property in SE London. They spent 15 minutes on the phone telling me how superior their service levels are, then failed to send me the one line email they'd promised to send immediately after the call. I waited a day or two, nothing ... sent them an email, ignored ... called and left messages ... nothing. Their customer service is in fact far inferior to the competition, not superior.
1/5
TrustpilotUnreasonable deductions and unprofessional behavior
The landlord initially agreed to let us rent the property for £2,300/month, but at the last moment, after we had already prepared to sign, he refused to proceed unless we agreed to pay £2,500/month, leaving us no choice as we were students about to be without a home. We paid a £2,884 deposit to the agency and hired professional cleaners (£200) when moving out. The landlord then brought someone along and claimed it wasn’t clean enough, charging us another £160, even though the issues he pointed out had already existed when we moved in. He assured us at that time that no more deductions would be made and the deposit would be fully returned. Afterward, he blocked me and ignored all contact. Months later, when I pursued the matter legally, he suddenly claimed additional damages for a mirror that was already broken before we moved in, and the agency failed to provide proper check-in photos to protect us.
5/5
GoogleI have been renting the property from Trupenny's Charlton for over 6 years now. Apart from brilliant Landlord, the Agency was very responsive, professional and friendly when managing the property. I could recommend this agency to any future tenants and landlords. Georgia-lea needs an extra complement as she was always very patient and understanding with any of my queries and responded fast. I hope my next Landlord and estate agent will be as good as Trupenny's. Thank you!
5/5
GoogleWe used Truepenny's Charlton to list our property for sale and chose them after meeting with their branch manager Hayden Ellis. The team were professional and courteous and provided a good and timely service. They gave us an honest appraisal of our property and a valuation we felt we could trust. We were pleased to use a local estate agent and felt their knowledge of the local area was a real benefit when receiving enquiries. We would certainly use them again in future!
5/5
TrustpilotAnastasiia has been very helpful
Anastasiia has been very helpful and made my flat hunting experience easier for me. I can always rely on her for help. I’d glad to have a great experience in securing a place to live
1/5
TrustpilotNegative experience with seller-oriented agency
We started the property viewing in SE24 with a very positive experience. Everyone we spoke with at Truepenny’s was a delight. Made an offer but was asked to go higher, which we did. Offer accepted, however, right before the completion weekend, we viewed again and it’s full of cracks throughout the flat - learnt the property is damaged, two walls are subsiding and two surveys suggested monitoring until 2024 as underpinning would be expected.Discussed with Truepenny’s and got advised that insurance will cover it without any evidence of this being presented. When researching house subsidence, it is advised that subsidence decreases the value of a property from between 20% to 25%. Proposed 20% off but got told all the seller would offer be £2k off (less than 1%) which was unbelievable. Tried to close the deal as we had come this far, going down from 20% off to 13%, but Truepenny advsies 1% off is the maximum or they will cover the cracks and put it back on the market. We were shocked to hear this as two surveys suggested to monitor until 2024 and not fill in the cracks but they wanted to hide the cracks so they can carry on selling.Management team did get in touch asking if there is room for negotiation but we told them the maximum we can go is 13% is the max we can do so as to try and meet the seller in the middle. Truepenny’s then stopped replying and ignored our emails. We think they’re very seller-oriented firm and now we wonder if when we first viewed the property it had already had the cracks covered over anyway. I would strongly advise anyone to do a homebuyer survey before purchasing in case something has been hidden on purpose . After wasting 5 months and nearly £4k this experience ends very badly. It was such a shame as we thought they were brilliant in the beginning but now we would definitely not recommend Truepenny’s.
5/5
TrustpilotGreat property management service
Truepenny’s have been great property managers for us. Would highly recommend if you are looking to rent out your property.
5/5
GoogleWe purchased our property through Truepenny’s in Charlton. Exceptional service with a fantastic and reliable team. A special thanks to Hayden on his professionalism, dedication and support throughout the process. Highly recommend.
2/5
GoogleThey always seemed to be on the landlords side, with every issue we had. And we felt like nothing they did was in our best interests, it all just felt like we were cash cows for the landlords and Truepenny's and that's how we felt throughout the tenancy. Also, we were convinced to sign a two-year tenancy with no break clause and £50 over the list price. This should never be allowed, but felt like we had no other choice. And at the end, after battling to be put on a monthly contract so that we could move into our own place, our rent was shot up by an extra £150. And we know that the new tenants were charged even more than this after we left. For an extremely damp flat with a black mouldy wall next to the bed, that's pretty bad. On top of this, we had inspections all the time. Not only is that very invasive, but it never really made our flat feel like a home. Otherwise, it was fine. Some people there were very nice and friendly.
5/5
GoogleI recently got my keys to my new home with the help of truepenny. As an international student, you can understand the anxiety that comes with finding a new accommodation after school. All thanks to Hannah Strobel who helped me though out the viewing to getting my keys. Communication was key to me in this process and the immediate feedback I got from every enquiry was really impressive. Truepenny is actually the best in this game😀. Thumbs up guys👍🏼
5/5
GoogleHaving gone through several experiences with Estate Agents, Truepenny’s was certainly the best by far thanks to Hayden and Wallace. We previously rented with Truepenny’s and there were no issues.
5/5
GoogleWith so much bad publicity around estate agents these days, I have to say that all the people we came across from this branch were so professional and very helpful. We only rented one of the properties they manage for less than a year, but every time we needed to sort out or asked about something, they were promptly to deal with us in positive manner. Especially a big shout to Georgia for all help.
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