Trusted Agent profile
★★★★★
53 reviews across 2 platforms
138 Northfield Avenue, London, W13 9SB
Tuffin and Wren's London office at 138 Northfield Avenue is rated 4.1 out of 5 across 53 reviews on two platforms, including 51 Google reviews rated 4.2.
Every review we hold for the London office, from every platform, shown as written. First names only.
5/5
GoogleBobby was my estate agent for Tuffin & Wren when I just recently bought my new flat. His knowledge of the property itself and the local area was brilliant, and also very honest of the "not to nice areas" . He was quick to respond to all my emails and answer any queries. The purchase went through very smoothly.
1/5
GoogleFor all those looking to rent/use this agent for rental property. On the 5th of September 2022 my vulnerable mother who is foreign born (bad English) and suffers from mental health conditions moved out of a rental property put onto the market by this estate agent and managed by the landlord. After almost 4 years of her living in this house, it came to my attention on the 5th when it was time to request her deposit back that my mum's deposit was not legally held by the Tenant Deposit Scheme and instead under the landlord's personal name/company named Wolfhound Interiors ltd (company number 10617881). There was no TDS certificate/number. The interesting part of the story is that the landlord decided to charge my mother for all end of tenancy repairs of a figure that was greater than the 6 weeks deposit! Over £3.5k. 95% of suggested deductions were either unlawful, general wear/tear etc. For example, charging her £120 for a small velux blind that costs £15 to purchase and £100 to replace an oven tray that costs £10. This was a blatant opportunistic tactic for the landlord to take advantage of my vulnerable mother. I did not hear back from the landlord when requesting the TDS number, after a few days I received an email from the director of this agency asking me to provide my mothers bank details in order for the landlord to return the deposit in full. How funny? The landlord knows I can take legal action against him. Now the agent is still working with this landlord and has been complicit. The agent could have decided to terminate the contract with this illegal landlord, but instead have decided to stay. On another point, the check out report that this agent creates is exaggerated. It’s done by a person/company that has the same family name as the director of this agency. It is my suspicion that they all work together in order for the landlord to take advantage of poor tenants to take as much of their deposit as possible. The rest of the team of this agency are great to deal with. The director, landlord and checkout tenancy company have no integrity whatsoever. Their attitude, bad manors and disrespect has much to be desired. Their God is money and therefore have no values or principles to be of worth. I hope this review will help tenants make the right decisions and not allow others to take advantage of them.
I'm very sorry to hear of your/your mother's experience with her landlord. If you provide me with the details of your mothers tenancy; name address etc I can then further investigate the matter for you. Kind regards, Anthony Bean, Managing Director
5/5
GoogleWe have nothing but praise for the outstanding service provided by Tuffin and Wren. We both bought and sold with them. Every part of the process was managed so professionally, with great, responsive communication. When we hit a snag with our sale, their advice and support was expert and resolved things unexpectedly quickly. They are also lovely people to deal with, kind, straight-forward and honest in their dealings. I would recommend them whether you are buying or selling, but especially if you are selling because their open days are so brilliantly run! We particularly want to thank Chandler and Bobby who both worked so hard for us. Thank you!
Wow! Thank you for your kind words. It's great to know that our efforts are appreciated and I'll be sure to pass them on to the staff members mentioned... Thanks again, Anthony Bean
5/5
GoogleMy experience of Tuffin and Wren has been incredible in a number of different ways: - they are supportive: Chandler and Bobby were always there for us whenever we needed their support (including providing support when they were on annual leave!) - they are responsive: I would also get an email/message/call after requesting help on something - they are friendly: throughout my experience, the staff there would always have a smile/be positive and extremely kind The list goes on and on... I'm not one to usually leave google reviews but have taken the time to write this review as they definitely deserve it. I would highly recommend them for anyone looking to rent/buyPositiveResponsiveness, Professionalism
Wow and thank you Cassandra! It's always nice to hear when your efforts are appreciated and so, I will pass on your lovely review to Chandler & Bobby in particular...
5/5
GoogleWe recently brought a property through Tuffin & Wren and couldn't recommend them more. The entire process was well managed - Rosie and Chandler were responsive and professional. It really helped to keep things on track and make the whole experience as stress-free as possible.
1/5
GoogleMy boyfriend called to request information about a flat/room and the man was so arrogant, we asked about the place, how much is the deposit, etc.. he was so bothered to answer any questions, then he just said he will call us back and ended the call. He never called back Please note this is an updated review from 2023 in response to the company’s question. Maybe the service got better since.
Hi Gabriela, I'm so sorry that you felt we were only deserving of 1 star. However, I can't find your details on our systems here and so, perhaps you can let me know how we disappointed you so (either here, or privately at tony@tuffin-wren.co.uk if you prefer). That way, we can try to improve our customer service so that we do not make the same mistakes over again! Kind regards, Tony Bean MD
5/5
GoogleWe are very with the service we had in Tuffin & Wren. Rosie is very responsive and professional. We finally found the property we loved after over one year of searching with the help of Tuffin & Wren. Highly recommended!
5/5
GoogleBobby was lovely to deal with when buying our home. He was knowledgeable about the area and about the house. He definitely "sold" it to us, in a way that not all agents in London seem to feel the need to do! He was easy to get hold of when …
5/5
GoogleIt was reassuring to be buying via Tuffin and Wren, they kept the pressure on all parties to get the sale progressed and really helped us understand how best to navigate through the process efficiently. I found they struck an excellent balance been professionalism and affability. Chandler was in particular excellent and went above and beyond to let in tradespeople to quote for work.
Great to hear Joe and I'll pass on your kind words. All the best, Tony Bean
1/5
GooglePlease beware of thieving agencies! I paid a holding deposit of £438 and for reasons beyond my control (my cousin did not have a share code) I had to resign from renting the house. The house was rented for a week by someone else and my deposit was not refunded! Not 14 days have passed, but 10. The agency, Bobby Malik, did not refund my deposit.!!! I do not recommend this agency and be careful who you give your money to because you may lose it!‼️‼️
I apologise for the delay, but as I’m sure you can appreciate, we take complaints very seriously and I had wanted to inspect the file, interview staff etc, before replying to your review. As far as I can ascertain, your co-applicant did not have the ‘settled status’ and therefore, a ‘Right to Rent’ a property in the UK, as stated in your offer for the property dated 17 October. You subsequently withdrew your application on 27 October citing ‘changes of circumstances’ and so, I’m afraid that under the terms of the agreement you entered into with us on 18 October, we are perfectly entitled to retain the reservation deposit paid by you, on behalf of our client; the landlord. Whilst I appreciate that you are not happy with this outcome, I am entirely satisfied that we have acted in accordance with the relevant legislation & regulations. Tony Bean MD
5/5
GoogleWe had great experience with Tuffin & Wren. We found our family home with them in West London. They have been extremely helpful during the process and the customer care has been fantastic. I would like to specifically call out Rosie Kennedy who went above and beyond to help us with a matter post transaction close . I can just recommend Tuffin & Wren.
5/5
GoogleAfter many months and two protracted sales which collapsed at the last moment we finally exchanged and completed in October. Tuffin & Wren in Northfields - led by Bobby and Chandler, and assisted by Rosie - have been supportive and professional throughout the final sales process. We would certainly recommend and use them again in the future.
1/5
GoogleClaimed to have numerous offers on a property to force me to pay over asking, I agreed subject to simply having some contact with upstairs flats I’d be sharing the freehold with, they delayed, pressured me, set deadlines yet ignored all my …
I am very sorry to hear of your disappointment Suzanne however, I did want to respond to some of the accusations you have made in your recent review; … More
5/5
GoogleI’m very happy with the service I’ve received from Tuffin and Wren. As a tenant, I’ve found them responsive, helpful, and clear in their communication. Any issues with the property were dealt with quickly and professionally. Renting through them has been smooth and stress-free. I’d definitely recommend them to others.
5/5
GoogleI Cannot recommend these guys enough! They are super professional And so helpful when it came to selling my house. They were with me every step of the way and Bobbie managed to get everything exchanged on time. I can’t thank you enough you’re amazing and if you have a house to sell, please trust these guys
Thank you very much for your sparkling review Janet - I will pass on your kinds words, as I know how much the staff do appreciate them! Good luck with the move & best wishes in your new home... Tony Bean MD
5/5
GoogleTuffin and Wren are spot on at the advice they give. Transparent and direct but therefore it is very helpful. I realised Bobby was not only straight in advice point of view but also so understanding when I needed his help to look at the property. He actually took his time out and did video viewing after 5 olcok Saturday. I call it a real customer care and concern. I wholeheartedly felt so thankful especially I live away from London.
5/5
GoogleI'd highly recommend Tuffin and Wren, a well deserved 5 stars all round. The team are professional, knowledgeable and very friendly. Thank you Bobby and Chandler for helping speed up the process of the house sale, in an economically tough market. Thank you. 🙂👍 …
1/5
YellTenent beware
Here is an agent that fulfills all that is bad about the reputation of letting agents.They promise you the earth.'Yes this will be fixed, the broken damp windows will be replaced, the damp will be sorted'just to get you to sign up. then it's a case of tough luck.Their check in process is designed to cause conflict and make claim to your deposit.We are going to the small claims court now for my deposit and compensation for damp unliveable, unhealthy conditions and breach of promise.DO NOT TOUCH THEM.
1/5
YellLiars, pushy, manipulative AVOID
Claimed to have numerous offers on a property to force me to pay over asking, I agreed subject to simply having some contact with upstairs flats I’d be sharing the freehold with, they delayed, pressured me, set deadlines yet ignored all my emails and requests, lied about contact, said I couldnt speak to the other freeholders, then claimed I could but wouldn’t arrange it, claimed to have messages confirming things from other freeholders but refused to share with me then claimed seller had changed her mind and was no longer selling. Next thing I see it’s sold STC on the website so they had been stringing me along and lying the whole time like I suspected. So so glad they didn’t get any money out of me, they are the exact reason estate agents have a bad reputation. I had a bad feeling about them from day one, I’d heard their reputation and they lived up to it.
1/5
GooglePlease beware of thieving agencies! I paid a holding deposit of £438 and for reasons beyond my control (my cousin did not have a share code) I had to resign from renting the house. The house was rented for a week by someone else and my …
I apologise for the delay, but as I’m sure you can appreciate, we take complaints very seriously and I had wanted to inspect the file, interview staff etc, before replying to your review. … More
5/5
GoogleWe sold (and bought) our house with Tuffin and Wren. They were amazing throughout. Reliable, professional, and very in tune with the market place. Highly recommend their services
2/5
GoogleI've never used them personally, but I can see that they do "bait-and-switch". In their window they are advertising a lovely home for sale on Altenburg Avenue that I know they already sold back in July. They briefly marked it "sold", but …
5/5
GoogleWe had the pleasure of working with Bobby trying to find our next home. We are still in the process of deciding, but Bobby has not only been professional, but extremely COVID safe, responsive and kind. If we don't end up working with him this time around, we will definitely seek him out next time we need to find a home.PositiveResponsiveness, Quality, Professionalism
Thank you for your kind words Kirsten. It's great to know that his efforts have been appreciated and I will ensure they reach Bobby. In the meantime, wishing you all the very best with your house move...
5/5
GoogleTuffin & Wren were responsive, professional and good communicators throughout our purchase process. Thank you especially to Rosie and Chandler whose hard work helped us meet our desired timeline for the purchase.
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.
Tuffin and Wren's London office has 53 reviews across two platforms: 51 on Google, 2 on Yell (across the whole business).
Tuffin and Wren London is rated 4.1 out of 5 across all 53 reviews, and 4.2 out of 5 on Google from 51 reviews.
Tuffin and Wren London, 138 Northfield Avenue, London, W13 9SB.
