Every review we hold for the New Malden office, from every platform, shown as written. First names only.
★★★★★ 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.
Michał · 27 August 2018
Agent replied · 25 August 2024
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.
★★★★★ 5/5
GoogleGreat service
I have been a tenant for 7 years now and have not had any problems with renting from keys. Problem's are always sorted out promptly, and messages are always given to the appropriate members of staff. The staff especially Heidi and Natalie are friendly and helpful and I would recommend to use this company to anyone.
Jan · 27 August 2019
★★★★★ 5/5
GoogleWe have been tenants for almost five years and can absolutely recommend Keys Residential. They were always on time to respond and deal with any issues.Andrew is a great man who knows what, when and how things to happen!Heidi has done excellent job as well! They're a pleasure to deal with.Highly recommend Keys Residential !!!
Krasimira · 11 October 2019
★★★★★ 5/5
GoogleHave been a tenant with Keys Residential for 2 years. Heidi from Keys Residential has been very professional and helpful throughout our stay. She always paid prompt attention when there was any concern during our stay. I would like to thank you Heidi for being so professional and making our stay so comfortable.
Stuti · 11 October 2019
★★★★★ 5/5
GoogleMy experience with Keys Residential has been extremely positive. Natalie is amazing at her job! Very friendly, proffessional and pro-active. She has dealt with issues incredibly promptly and efficiently (keeping me up-to-date throughout).
Andrew is great too,polite and eager to help. As a tenant I feel in safe hands.
Highly recommend Keys Residential.
Saima · 11 October 2019
★★★★★ 5/5
GoogleWe rented a property in New Malden through Keys for 2 years and have only the highest recommendations to share.
Heidi was always incredibly helpful, on the ball and we always felt supported and secure with her as our manager.
Our sincerest thanks to Heidi and the team at Keys.
Richard & Polly
Richard · 11 October 2019
★★★★★ 5/5
GoogleWe've been tenants for almost two years and can highly recommend Keys Residential. They were incredibly quick to respond and deal with any issues in this time, and the check in / check out process was very efficient. Thanks so much to Heidi and Andrew! They're a pleasure to deal with.
Gillian · 27 August 2019
★★★★★ 5/5
GoogleRented a property through Keys for four years. Kelly and team have always been very helpful and professional.
James · 11 October 2023
★★★★★ 5/5
GoogleThe Team at Keys Residential has managed my property for me for many years dealing with all updates, repairs and problems efficiently. They have catered for all my tenants fairly and patiently even when the tenants have been difficult in the extreme!
I have no hesitation in recommending Keys and were I not selling my house I would be using them still. Thank you Keys
April · 11 October 2023
★★★★★ 5/5
GoogleNatalie has provided me with outstanding service. I have entrusted her with the refurbishment of my property and every detail was overseen perfectly. Can not recommend her service enough. Thank you !!!
John · 16 April 2025
★★★★★ 5/5
GoogleI am been renting with Keys Residential for over 7 yrs and the service is outstanding. Any problem reported get fixed within 24 hrs. Excellent service and great staff.
Teresa · 16 April 2025
★★★★★ 4/5
GoogleOverall great experience and trustworthy Estate Agent compared to others....though the bar is perhaps not high right now in London/Surrey. Team were prompt with responding to queries but some wider issues would be good to address re customer service but this is perhaps an issue for Freeholder.
Thuy · 27 July 2024
★★★★★ 5/5
GoogleWe've been tenants via Keys Residential for 2.5 years and it's been wonderful. @Heidi Ansell has been amazing in looking after us during this time. Thank you to her and the Keys Team. Looking forward to many more years 'together'
Majka · 27 August 2019
★★★★★ 5/5
GoogleI had been a tenant for over 10 years. Always found helpful and friendly.
Blue · 3 August 2025
★★★★★ 5/5
GoogleThe staff are very friendly & approachable.
They response to emails on the same day, if within office hours.
I got my deposit back within a couple of days.
I would definitely recommend them.
Thank you
Hardeep · 11 October 2024
★★★★★ 5/5
GoogleHave been renting through Keys Residential for years. Would highly recommended Hedi and all the staff there, they are very professional and any matters are addressed straight away with out any fuss.
Victoria · 27 August 2019
★★★★★ 1/5
GoogleAvoid if possible, should have read the reviews because it's all true. All talk no action, no respect for other peoples time and or people in general.
First person to view the flat then within 15 mins we called Natalie and the office to confirm offer. Office lady absolutely sure she'd pass on the the msg and noone else will take the flat after we called x3 through out the day.
Natalie stringing us along for a day then ghosted us!!! it's not freaking tinder mate! It'd be nice to just say NO!
Maggie · 27 August 2019
★★★★★ 5/5
GoogleBeen with Keys for the last 6 years now, Heidi is amazing - very easily reachable and any issues are dealt with quickly. Would recommend their services. Keep going Keys!
Ruchir · 11 October 2019
★★★★★ 5/5
GoogleNatalie provided me with the support and assistance I needed. I have never rented a property before and she held my hand throughout the process of which I was dreading and made the experience stress free.
Honey · 27 July 2024
★★★★★ 1/5
GoogleCompletely and utterly useless, dishonest and unreliable.
Stephan Kamphausen
Stephan · 16 April 2024
Agent replied · 25 August 2024
Dear Stephan, I am very sorry you feel this way, we do our very best to ensure we are transparent during negotiations. Unfortunately it seem an alternative offer with another agent was put forward of which we were unaware, this was very disappointing for all. I do hope you have managed to find an alternative property and you wish you the very best.
★★★★★ 5/5
GoogleJust wanted to let renters know that Keys Residential have been very good. Any and all issues with our property have been dealt with ASAP and kind and friendly staff!
Carlito · 11 October 2024
★★★★★ 5/5
GoogleI can say only positive things about my experience with Keys Residential. I have been a tenant for the past few years, and my contact, Heidi, has always been friendly and thoroughly professional. Issues are dealt with swiftly, and my family and I always feel cared for, which is sadly not often the case when you are leasing. I am sure that landlords will feel confident that their property is in good hands too.
Ingrid · 27 August 2019
★★★★★ 5/5
GoogleMy family and I have rented several properties in the UK. Our best experience as a tenant has been with Heidi Ansell at Keys Residential. She and her dedicated team have worked tirelessly to address issues both big and small in a timely manner. I would not hesitate to recommend their estate agency to others because of their honest, kind and direct approach. It has been an absolute pleasure working with them.
Brooke · 11 October 2019
★★★★★ 5/5
GoogleI've been with keys as a tenant for 3 years now, they really are a lovely friendly helpful team of people who've always responded quickly and well to any correspondence, they also have a great efficient team of maintenance people who are over straight away to fix any problems for us. Of all the 15 years and many places around London I have rented Keys are the best by far!
Olivia · 27 August 2019
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.
