Every review we hold for the New Malden office, from every platform, shown as written. First names only.
★★★★★ 5/5
GoogleWe decided to appoint Groves Residential out of three estate agents who came to value our property. We liked Niki's honest, down to earth approach... no hard sell, no pre requisite surveys needed. We were also impressed with Niki's kind concern and care for us as a family bereaved having to sell a much loved family home. Niki and Levi went to great lengths to look after everything for us. They were efficient and professional and kept us informed from start to finish via email and phone calls. Nothing was too much trouble. Niki even popped in to the house to photograph & measure up some furniture for us as we lived a long way outside of London. We are so grateful to the team for their sensitive handling of the house sale at a difficult time for us. And we would highly recommend them to anyone buying or selling a property in the area. Thank you All. David, Sally, Rosie & James
David · 16 December 2025
★★★★★ 5/5
GoogleUpdated review in 2024: I'm glad to have gone back to Groves to let my property. Laura, Ross and Dusan were extremely swift and professional, which led to a smooth letting journey. Within a week, they had found a tenant! Highly recommended!
2020 review: Excellent service by Groves. Dovi and team were extremely helpful along the way despite recent events around the world. Couldn't be more happier with their professionalism. Will be instructing them again in the future. Highly recommended agencyPositiveResponsiveness, Quality, Professionalism, Value
Vincent · 27 November 2024
Agent replied · 23 August 2024
Hi Vincent thank you for taking the time to leave us a review and I will pass this on to Dovi and the team. Best wishes David
★★★★★ 4/5
GoogleGreat experience finding somewhere to rent with Groves Residential. Olga was amazing at helping us finalise all the details for our new house and answered all of our questions quickly. Especially grateful for her helping us get an urgent question answered from the landlord in under an hour. All in all the experience has been a lot easier and faster than expected.
Only reason for the lost star is not being allowed to alter the tenancy agreement to make it more personalised to our house.
Would definitely recommend Groves Residential.
Niamh · 10 August 2025
★★★★★ 5/5
GoogleI recently sold my property using Groves Residential, and the service from Niki and her team was truly outstanding.
Niki was always professional, polite, and enthusiastic throughout the entire process. She made herself constantly available to answer any queries I had. I highly recommend Niki and the branch for anyone looking to sell their home. They went above and beyond my expectations! Thank you all!
C · 16 December 2025
★★★★★ 5/5
GoogleA truly exceptional estate agent. Especially Niki, who has helped us complete our purchase in record time. Niki is incredibly proactive. She never waited for updates, she chased after all parties to get them. She is always on top of the process. Without Niki, our purchasing wouldn't go so smoothly. Thank you very much Niki. We really appreciate your help.
Thanh · 16 December 2025
★★★★★ 1/5
GoogleI had a deeply unsatisfactory experience with the service provided by the agent at Groves Residential. Anticipating professional and supportive guidance as a buyer, I hoped for assistance in exploring various solutions or, at the very least, a fundamental understanding of the challenges we are facing. However, the current issue does not stem from us, the buyers, but rather from the property itself and the seller. Unfortunately, the agent has not offered any constructive solutions or assistance. Instead, the impression conveyed is one of attributing blame to us for the delays in the process despite the issues residing with the seller and the inadequate condition of the property.
1. The house in question is in a deplorable condition, requiring substantial refurbishing and repairs. In order to obtain accurate quotes from builders to gauge the total investment required, I requested multiple visits to the property, as is my right as the prospective buyer. However, the agent appeared unwilling to facilitate these visits, displaying a lack of understanding or cooperation regarding my legitimate need to assess the property thoroughly before making a decision.
2. Furthermore, I have repeatedly encountered a disconcerting pattern of the agent deflecting responsibility by consistently redirecting any queries or concerns to the seller. Despite my offer to purchase the property a year ago, the seller did not display an intent to sell until recently, when market conditions had significantly shifted, resulting in increased prices and stricter mortgage regulations. The unprofessional tone and insinuations from the agent regarding my intentions or actions are unwarranted and distressing. The agent tends to insinuate that I am responsible for the delays and, even at present, refuses to answer my calls, opting for email responses only. There is a clear lack of understanding on the part of the agents. It is imperative that they recognise and acknowledge that the source of the issue lies with the seller, not us, and they should refrain from displaying an uncooperative attitude.
The lack of cooperation, the property's condition, and the agent's deflection of responsibility have contributed to an extremely unsatisfactory experience, making me feel dismissed, disrespected and undervalued as a potential buyer. This experience is far from the expected standard of service and professionalism in such a crucial transaction.
As an investor, this has been the most unsatisfactory experience with an estate agent, displaying a lack of expertise and understanding throughout the entire process.
Leo · 27 November 2023
Agent replied · 23 August 2024
Dear Leo, we appreciate you taking the time to leave such a detailed review. It is not the sort we want to receive and the only benefit of a lengthy negative review is that it gives us an opportunity to address the points individually to explain our role in the sales process.
You first offered on this property well over a year ago, knowing that there was an ongoing tenancy; as you were fully aware, multiple visits to the property were attempted but proved impossible as the tenant would not permit access, which was frustrating for all of us. That tenancy was finally ended in May this year; you visited the property a few days later and subsequently reduced your offer to reflect the condition of the property and changed market conditions. That offer was accepted by the vendor. It has always been clear that the property will only sell to a particular type of buyer who recognises the challenge of taking on a renovation project and the limited availability of finance for such a project combined with a short lease.
As you are aware, the seller is not UK based and so communication sometimes was not instant because of the time difference, but we know you have also dealt with the seller directly, so are aware of that fact.
We do not accept that our tone has been anything other than professional and businesslike and we did have many conversations over the phone; the reason we also often communicated by email is that the sale has been a complicated one for many reasons and it is important that we have a note for our records of what has been discussed, particularly in relation to the lease. The sale process is all too often seen as adversarial, but we know from experience that all parties need to be flexible and, although the seller pays our fee, we have to work with the buyer to achieve a satisfactory outcome. Agents are paid when a property sells so it makes no sense for us to put obstacles in the way. The reason we directed some of your questions to the seller rather than answering them is simply that they needed to be answered directly by the seller and not us.
No agent wants a sale to end with either party dissatisfied, but there is only so much we can do to make it work. You seem to be blaming us for your inability to purchase the property as well as the seller’s unwillingness to accept your latest reduced offer, and both of those factors are outside our control.
We understand that you are frustrated as you have spent over a year trying to buy a property, but the fact is that the seller would almost certainly still sell to you if you were able and willing to maintain your offer at the same figure that was agreed in May this year.
★★★★★ 5/5
GoogleI am happy with Groves so far. Ross was great at fitting two viewings during the day and was very knowledgable. We dealt with Olga afterwards and she was really efficient at getting all the paper work over and answering any queries.
Lucie · 14 April 2026
★★★★★ 5/5
GoogleIt’s been great to have such a positive rental experience with our estate agents so far - Laura was great when showing us around, very helpful with local tips and Olga has been brilliant at getting us set up and ready to move in. Highly recommend using Groves for a good rental experience
Stephanie · 16 December 2025
★★★★★ 5/5
GoogleFive years ago Groves took over the management of my HMO. I had managed the letting for many years but found it increasingly challenging. Groves restored my sanity, lifting the heavy weight from my shoulders.
David and his team have been professional and extremely supportive, dealing with issues promptly and most efficiently. Special thanks go to all. I would fully recommend Groves as a letting agent.
Carla · 26 July 2025
★★★★★ 5/5
GoogleExceptional service throughout the office - I viewed a property with Ross who was very professional and knowledgeable. I have struggled to find a property through other estate agents due to being a single parent (and single income) but this estate agent went above and beyond in all areas to help ensure I got this property. Their communication was excellent throughout the process through phone calls, emails or voicemails. I can’t thank Groves Residential in New Malden enough for giving myself and my children the fresh start we have needed for so long. Special Thank you to Ross, Laura and Ewelina who made this possible. I couldn’t recommend them highly enough - professional, reliable and an estate agents who pride themselves on giving each client the best possible service.
Maxine · 4 December 2024
★★★★★ 5/5
GoogleWe approached Groves to handle our sale in New Malden because they are a company with local knowledge and came highly recommended, and they have not disappointed. Our sale and purchase has been long and complicated and throughout Justine and Levi have been extremely helpful and supportive, as indeed has the rest of the team. There's been no hard sell. No pressure. Everything has been up front and above board. Viewings were very well organised with plenty of notice and understanding for our needs, and the conveyancing has been expertly and sensitively handled. Communications are first rate and Justine and Levi have always been on hand to offer guidance and expert advice when we needed it. Having listed with many agents in the area in the past, we're very pleased with our decision to go this time with Groves. They have been excellent.
Simon · 20 November 2024
★★★★★ 5/5
GoogleWe've just bought our first home through Groves and with the fantastic agent Levi.
He is a diligence and responsibility person, he was always contactable and kept everyone update. He gave us some professional opinion as a first time buyer it's very usful. Even when Levi was out of the office, the rest of the team also picked up the work seamlessly so there weren't any delays.
A massive thank you to Levi and Groves Residential and highly recommended to everyone.
Kevin · 20 November 2024
★★★★★ 5/5
GoogleRecently purchased a house and had a great experience with Groves Residential - Niki was absolutely lovely and super helpful. She was clear and provided all the necessary information in a very timely manner, super attentive and supportive! A fantastic and smooth experience from start to finish!
Thays · 12 November 2025
★★★★★ 5/5
GoogleI had a great experience with Groves Residential. The team, especially Dusan, Ross, and Ewelina, were amazing throughout the process.
A special mention to Ewelina as she went above and beyond to make everything easy and stress-free. She was always helpful, friendly, and quick to respond to any questions I had. Dusan and Ross were also fantastic and made the whole experience smooth.
Thank you to the whole team for their excellent service. I highly recommend them!
Karla · 20 November 2024
★★★★★ 5/5
GoogleWe have had a great experience selling our property with Groves Residential. They are extremely professional, kind and they have a lot of integrity. Very happy that we instructed them to help us with this sale.
Thank you Niki and Levi you have both been wonderful!
Kingston · 12 November 2025
★★★★★ 5/5
GoogleI recently had the pleasure of working with Justine as the seller's estate agent during my property purchase. From start to finish, Justine was an absolute professional, demonstrating an exceptional level of competence and dedication to her client.
Throughout the process, Justine was always on top of everything, anticipating potential issues and addressing them proactively. She was incredibly responsive to my queries, always providing clear and concise answers in a timely manner. Her communication was impeccable, ensuring that I was kept informed every step of the way.
Justine's expertise and efficiency made the entire process incredibly smooth, despite a few unexpected complications that arose along the way. She handled everything with grace and professionalism, always maintaining a positive and solution-oriented attitude.
I would not hesitate to recommend her to anyone looking for a reliable and efficient estate agent to handle their property. Thank you, Justine, for making my home-buying experience such a positive one!
Madalin · 23 September 2024
★★★★★ 5/5
GoogleFriendly team, expert knowledge of the local market and, best of all, great service during what we can all agree is one of the most stressful of life’s transactions. Whether you are buying or selling, we used them twice, Justine, Levi, Nikki and the team were excellent and supportive throughout. I can confidently recommend Groves!
Sam · 10 August 2025
★★★★★ 5/5
GoogleWe had a lovely experience with Nikki and her team when buying our property in New Malden. They were easy to talk to and very accommodating to our requests as well as allowing us to come back for multiple viewings.
Would definitely recommend!
Laura · 16 November 2025
★★★★★ 5/5
GoogleWe've just bought our first home through Groves and could not recommend them enough.
Levi was fantastic - he was always contactable and kept us completely sighted on progress. We had real problems with our solicitor, but Levi constantly chased them to make sure progress was being made, and he was clear with us on what they should be doing to progress our purchase. When he was out of office, the rest of the team also picked up the work seamlessly so there weren't any delays.
The excellent reviews are not at all suprising - we will definitely be going with Groves when we come to sell.
Dominic · 24 July 2024
★★★★★ 5/5
GoogleWe bought our first home through Groves Residential earlier this year. Process all went smoothly and we managed to exchange as per our intended timelines. Team were all great with special thanks to Justine who got everything over the line …
Matt · 16 November 2025
★★★★★ 5/5
GoogleWe recently sold our house using Groves and couldn't recommend them highly enough. Through the entire process, the team was communicative, supportive, and prompt. Special thanks to Levi whose expertise and dedication were instrumental in successfully closing our deal. The entire Groves team operates with professionalism and care, making what could have been a stressful process feel smooth and seamless. You will not regret working with them, we wholeheartedly recommend Groves Residential.
Will · 20 November 2024
★★★★★ 5/5
GoogleGreat experience with Groves Residential selling my late mother's flat. Niki came and gave a valuation and made us feel comfortable that sale would be professionally managed. Property sold quickly and Niki and team kept us fully informed throughout the process, acting on any comments and concerns we had.
Penny · 19 August 2025
★★★★★ 5/5
GoogleI sold our family home of over 30 years with the help of Niki, Justine & Levi, who were excellent throughout the long process. All the staff at Groves Residential were always very professional and friendly. They were always happy to answer my questions and worked very hard to secure a sale on my house. Niki, Justine and Levi were very supportive and always gave me feedback on viewings, which I very much appreciated.
M · 23 September 2024
★★★★★ 4/5
GoogleI rate Groves very highly. I found the whole of Groves very professional, friendly and approachable. Best of all they are so realistic in and understanding the market trends very well giving confidence that I can rely on their judgement. I and my friends have used Groves services over some few years now and always found consistency in their approach.
I should really give 5 stars to Groves but being as realistic as Groves would like to give a rating of 4.99.
Moving · 16 January 2026
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.
