Trusted Agent profile
★★★★★
90 reviews across 3 platforms
30 Coombe Road, New Malden KT3 4QF
Keys Residential's New Malden office at 30 Coombe Road is rated 4.2 out of 5 across 90 reviews on three platforms, including 88 Google reviews rated 4.3. Checked 9 October 2026.
Every review we hold for the New Malden office, from every platform, shown as written. First names only.
5/5
GoogleWe had some high and lows with Keys, but since Keelie has joined the team and has taken charge of our house everything is starting to turn around. She is attentive, professional, quick and caring, she does her best to help us sort out any issue. It is often underestimated how much a single employee can make a difference, and Keelie has made all the difference in the world. Once again, thank you Keelie.
1/5
GoogleI have been a tenant at Keys Residential (KR) for several years and would advise anyone not to use them. They are unprofessional and incompetent especially Natalie. She lacks basic ethics and treats the tenants especially non-white really bad. We have had several tenants complained about her behaviour prior to leaving and we experienced similar awful behaviour from her. KR gave us the check-out report of the previous tenants when we moved in to sign and then unapologetically requested and asked us to sign some check-in report they manufactured without a chance to agree on issues. This happened almost a year after moving in. The house had lots of mould issues and they didn't even fit an CO alarm in the property for several years. we moved out after having a baby as it was unhealthy to live in. Also Landlord (who shares the same address as KR) sometimes barged in while we are in the house without advance notice! KR are always very slow to respond to repairs. I have already notified the local council and residents group of KR and the Landlord. There are many decent letting agents in the local area so I don't see why anybody wants to use them.
FICTITIOUS REVEIW . Unfortunately, due to your conduct towards neighbours, contractors, and staff throughout your tenancy, the landlord instructed us to serve notice. Natalie had no direct interactions with you or any other tenants in the block during your stay. It appears your frustration is directed at Natalie simply because she was the one who delivered the news of your departure. We wish you all the best in your future endeavours.
5/5
GoogleIn the years I have been a Tennant with Keys Residential, I have dealt with Megan Bickell. I can honestly say that I have always found her to be extremely professional and efficient whilst showing great understanding and kindness to me as a Tennant. I am very grateful to her for all the help she gave and the speed with which she dealt with any issues. She is, without doubt, a huge credit to your company, thank you Megan
5/5
GoogleGreat experience with Keys Residential. Natalie was professional, friendly, and very efficient throughout. Thank you Natalie
5/5
GoogleWe are new tenants with Keys Residential and the service so far as been second to none. There were a couple of teething issues in the first 2-3 weeks of moving in and they have been super responsive and helpful. We cannot fault the service they are providing. In contrast, we have just moved out of a property managed by a large 'high end' agent and we moved out because we were fed up of paying so much money for such a poor experience. Thank you Keys Residential.
1/5
GoogleKey residential is a very poorly managed office. The communication with the landlord is appalling. In addition to that they just left number of house keys in the open drawer and not clearly labelled. This office is definitely what landlord wants to engage with as there is no professionalism.
Thank you for your review however, we did not market your property as you did not want commit to an estate agent but hoped to let privately. You handed us the key for our professional option regards your property. We advised without … More
5/5
GoogleI was a tenant with Keys Residentials for almost 6 years before I finally bought my own property. Throughout my time with the estate agency, I had an exceptional experience. Any issues I had with the property were addressed and resolved promptly. I want to express my immense gratitude to Natalie, who consistently demonstrated her commitment to resolving all the issues with dedication and efficiency. Natalie consistently went above and beyond to ensure that every issue I faced was dealt with to a high standard, whether it involved coordinating repairs or addressing other concerns. Natalie's exceptional service and dedication made my experience as a tenant truly outstanding.
5/5
GoogleKeys Residential have managed our property in New Malden for the past 10 years and recently successfully managed the sale. From start to finish of this relationship Keys have always been professional, honest, highly competent and always there with practical advice for any issues that we encountered. Natalie, Jake and Megan have a huge amount of experience and knowledge and really know their stuff always going the extra mile for us. Keys Residential are an expert team with an excellent reputation and most importantly a very nice bunch of people to deal with. Well done to all.
5/5
GoogleSince Keelie has been the agent for the property we rent we have been able to get any issue sorted in no time. She is very professional and prompt to give support.
5/5
GoogleOur property has been managed by Keys Residential for the past 1 year and I cannot recommend mire their property management department, in particular Kelly. Kelly was extremely helpful and responsive throughout our tenancy and all our maintenance issues were resolved as soon as reported. Our end of tenancy/deposit release process was speedy and efficient, with great communication from Kelly. By far Kelly has been the best property manager we have been dealing with in London, anyone who has her as a property manager is in good hands. Big thank you to Kelly and Keys Residential.PositiveResponsiveness, Professionalism
5/5
GoogleI have been tenant with Keys Residential for the last five years with a little break. I must say I couldn’t find any better lettings agency. The whole team is so friendly and professional. Natalie is amazing person always smiling with positive approach and huge experience. She makes the entire process so smooth and straightforward. Heidi is looking after the property I’m renting with my family now and from the day one she has been brilliant. With her empathy always happy to help and very efficient dealing with any issues. I can highly recommend Keys Residential. Thank you Natalie & Heidi!!
5/5
GoogleMy wife and I were tenants for 2 years at a property managed by Keys Residential. Before signing the rental contract we were a bit concerned with the bad reviews we were finding online. Regardless of that we went ahead and signed the contract. We are happy to say that everything went very well during our stay. We had all our issues quickly sorted with several visits from contractors when needed. We recommend Keys Residential. Thank you Heidi and Natalie.
5/5
GoogleIt I could rate higher I would ! I have been renting a property from keys residential for just over 2 years now and from my first contact with them there service has been incredible ! When veiwing the property Natalie was amazing and very welcoming. Through the process of waiting for the paperwork to go through she kept me updated at every stage. Any problems I have had Heidi my property manager has sorted out very quickly and is always so friendly on the phone and when she comes out to do general checks ! You will always be greeted with a big smile by Heidi and she always asks how me and my son are which is loverly of her to do so ! If you are a landlord looking to rent your property or are looking to rent a property through an estate agents then keys are the place to go. Friendly and amazing team. Thankyou Heidi and Natalie !
5/5
GoogleI am extremely happy to their service. Take actions and response quickly .They help you to meet your needs .Honestly I was stress free finding our new place. Thank you so much Jake .youre the best!
5/5
GoogleI’ve been renting properties for last 14 years in London for me and my staffs, the best service I had is from Keys Residencial. #Natalie and her team delivered excellent service during my stay in the property I rented through them. Highly recommend :)
1/5
GoogleKey residential is a very poorly managed office. The communication with the landlord is appalling. In addition to that they just left number of house keys in the open drawer and not clearly labelled. This office is definitely what landlord wants to engage with as there is no professionalism.
Thank you for your review however, we did not market your property as you did not want commit to an estate agent but hoped to let privately. You handed us the key for our professional option regards your property. We advised without carrying out essential redecoration works to achieve your desired rental we would would find it difficult to let the house .The keys you are referring to in the "open drawer" were in fact keys prepared for the morning in a desk drawer without addresses tagged for security. It is unfortunate we had to inform you that we were unable to continue a professional relationship with you on several grounds but wish you are the best with your future endeavours.
1/5
GoogleRefrain, refrain, refrain. All they so is take the landlord's money and do little if any management. If you are a landlord stay well away. Do yout research and also note all hidden costs that are all passed on to you. I would also be wary of the many positive comments I see online, seems to me they do an active job in managing their reviews to artificially increase their ratings.
Thank you for posting a review. All costs are clearly outlined in our Terms of Business which Landlords are required to sign before entering into a Tenancy. We are very transparent with all fees charged and they can be viewed on our website at www.keysresidential.co.uk. Unlike many of our competitors we do not manage our reviews. They are an honest reflection of our business and although the vast majority of our reviews are positive, we are always striving to improve. Therefore, if you would like to email andrew@keysresidential.co.uk we would welcome the opportunity to investigate the issues you have highlighted in your review further so that we can deliver a better service going forwards.
1/5
GoogleFew Points: -Lettings Manage Natalie lacks communication and managerial skills in regards to communicating when setting up viewings. I was a tenant in a flat for two years, and when she set up viewings when we were leaving the flat, they were either cancelled or people showed up announced without informing us. Natalie also asked my wife to complete a viewing on her behalf as she cancelled last minute which is unacceptable. Viewings became so difficult that I explained to her that viewings needed to be arranged when we were not at home. -We received authorisation from the letting agent when we first moved in the flat that we would be allowed to clean the flat ourselves when we moved out, instead of paying an extortionate amount of money from Key's contracted cleaners of £250+. Natalie tried to charge us for a small cleaning fee of £90 (despite the check out inspector telling us the flat was cleaned better then cleaners doing it) and then delayed giving our deposit back to us. -I am sure Natalie will post a response on here, but just be aware when you do work with her, that others have posted similar complaints about her in the past, mainly about her lack of communication.
Thank you for your review. Unfortunately, it is common for members of the public interested in a property to arrive unannounced for viewings, and we frequently experience "no shows," which is frustrating for everyone involved. We apologize for any inconvenience this caused. Regarding the cleaning, the property was professionally cleaned at check-in. While you performed a thorough domestic clean, there were still areas that required attention, such as the oven and hob, which is why a £90 cleaning charge was applied. Without this professional cleaning, the new tenancy check-in could only be marked as a domestic clean. This would disadvantage the landlord, who would then have to pay for additional cleaning to restore the property to a professional standard. We have had no other complaints regards Natalie's communication. We wish you the very best for the future.
5/5
GoogleHello , all I have to say its very helpful And amazing Specially Jade She have helped me from the beginning get everything done in time , I recommend them to everyone I have to thank Jade for her help 🙏🙏👏
1/5
GoogleI would write a book about how unprofessional this agency is, through our time in one of their flat we rented it's all talk and no action and they would get in touch just when they need something (if you need something (forget about it) they don't respond your e-mail or your calls and if you need some repair in the flat you have to beg for it .and when I say that it doesn't mean just one member of the staff is unprofessional is the whole agency Andrew, Heidi, Ann, lizzie. if can give no star I would. AVOID IF YOU CAN
Having carried out a thorough search the name Nin Kouba is not listed on our tenant database so therefore we can only assume this review has either been made in error or alternatively it is a fake review! Should this not be the case please feel free to contact us and we will happily discuss the issues you have raised.
5/5
GoogleI've always found Keys Residential very reliable and professional . They concentrate on lettings so know the business inside out . A special mention to Heidi Ansell who was always completely professional and dealt deftly and speedily with any issues that arose . If you choose Keys Residential you will be in safe hands . All the staff I dealt with were great .
1/5
GoogleHave been treated like a second class citizen by Natalie, a disgusting human being who thinks that people who receive UC don’t even deserve a home. So unprofessional it’s unreal, I’m actually a single mother going through a really hard time mentally and Natalie has very kindly torn my confidence to shreds. Would suggest some staff training on how to be a decent human being.
We value feedback however we do not tolerate such use of language. It was explained to you very respectfully why the landlord would not be able to accept you as tenants which included that fact the apartment was on the second floor and he wanted to be considerate to the neighbours and requested no children as there had been previous noise complaints. This information was not received well and we had to end the call. We have an obligation to Landlords to match their property to the most suitable tenants and given course in which the telephone call took it was decided that you would be removed from our applicant list. We wish you well and hope that you are now settled in a new home.
5/5
GoogleWe have been tenants at a property run by Keys Residential for the last 5 years. They have been extremely professional and efficient throughout our stay in that property. Any problems were dealt with promptly and efficiently, and they always took a very pragmatic approach to getting problems fixed. Thank you to Andrew and Christian for always being so pleasant to deal with!
1/5
GoogleAVOID !!! Absolutely disgraceful and being dissatisfied and disappointed. We have been dealing with Nathalie who has showed us the property and promised us to keep us on datewith that propert. The property that we were looking had some issues (apparently Tennat did extend their vacancy) and we have been informed that she will keep us on date with the progress. Every single time I had to call them to find out the status. We haven’t heard anything back from Nathalie even if told her to let us know about the status of the property as we were ready to take the property and pay the money. Today im checking the property and it has been let to someone else. No communication AT ALL whatsoever Not being professional Not updating you on status with your property, make sure you will call them with every issue. Absolutely disappointed.
I am very disappointed to hear you were not happy with the service you received. I could not take a holding deposit from you as this would be unfair to yourselves as the existing tenants were advising there was a strong possibility they were going to revoke their notice. As you have detailed in your review this was relayed to you however I can appreciate this was frustrating. I did not want to risk you giving notice on your present property and being left in difficult situation. Communication was had over several days but I could not confirm either way and therefore I recommended you continue with your property search.
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.
Keys Residential's New Malden office has 90 reviews across three platforms: 88 on Google, 1 on Yell, 1 on Trustpilot. Reviews may appear on more than one platform. Checked 9 October 2026.
Keys Residential is rated 4.2 out of 5 across all 90 reviews, and 4.3 out of 5 on Google from 88 reviews, checked 9 October 2026.
Keys Residential, 30 Coombe Road, New Malden KT3 4QF.
Ratings and review counts checked 9 October 2026. Is this your office? Claim your page.
