Every review we hold for the Redbridge office, from every platform, shown as written. First names only.
★★★★★ 1/5
GoogleIn one word: AVOID.
I am not a landlord or tenant of Xchange, but for the past two years I have had to deal with them as the managing agents for the flat above mine.
I own the ground floor flat. They manage the first floor flat. In two years, we have experienced 9 separate leaks into our living room - including water coming through the ceiling light.
Each time, a different excuse. Different “cause.” Different quick fix. We were repeatedly told it was repaired and resolved - only for it to happen again and again. The root cause has never been properly identified.
After the second leak, we paid £650 ourselves to replace our ceiling. Since installing the new ceiling, we have suffered a further 7 leaks.
They always hide behind “we are only the managing agent, it’s the landlord’s decision.” Yet the tradespeople attend through them. There is no accountability, no ownership, and no empathy for the damage and stress caused.
Communication is poor:
- Emails are ignored.
- Phone calls are met with rudeness.
- Promises are not followed through.
If you are forced to deal with them:
- Keep everything in writing and maintain an email trail.
- Complain to the Property Redress Scheme.
- Speak directly to the landlord (ownership details are available via HM Land Registry).
- If it’s private renting or under a council scheme, complain to the council directly.
- Seek advice from Citizens Advice.
- If necessary, take legal advice - injunction options are available.
There are many reputable estate agents in Ilford. In my experience, this is not one of them.
Proceed with caution.
***UPDATE, In response to Xchange reply***
Xchange have responded to this review and unfortunately their response still does not accurately reflect the situation.
Firstly, the £100 payment ordered by the Property Redress Scheme was not for “inconvenience.” It was awarded due to poor communication and failure to properly respond to correspondence, which I have evidence of.
Secondly, the suggestion that I should claim through my own insurance is unreasonable. The damage was caused by repeated leaks from the flat they manage, so why should I pay an excess and make a claim on my own policy for damage caused by someone else?
Thirdly, the review states that contractors attended and issues were addressed. However, the key issue remains: the root cause has never been properly identified or resolved. Even after the PRS complaint, the leaks continued.
To summarise the facts:
- I own the ground floor flat.
- Xchange manage the flat above.
- Over 2 years there have been 9 leaks into my living room.
- Water has come through the ceiling and even through the light fitting.
- After the second leak we paid £650 to replace the ceiling ourselves.
- Since replacing the ceiling we have experienced 7 more leaks.
The explanation has changed almost every time (tap, pipework, sealant, tenant use etc.), which strongly suggests the underlying issue has never been properly resolved.
My advice to anyone dealing with this company:
- Keep everything in writing.
- Maintain a full email trail.
- Escalate to the Property Redress Scheme.
- Complain directly to the council.
- Seek advice from Citizens Advice if problems persist.
- Take legal action.
There are many good estate agents in Ilford. Based on my experience dealing with Xchange, I would strongly suggest looking elsewhere.
Muhammed · 17 March 2026
Agent replied · 17 April 2026
We are sorry to read this review and the frustration expressed. However, it is important to clarify several points for accuracy.
Xchange acts only as the managing agent for the property above and does not own the property or make final decisions regarding structural works. Our role is to report issues, arrange contractor attendance, and communicate findings and recommendations to the landlord.
Contrary to the claims made in this review, our records show that all emails received were responded to and contractors were instructed to attend when leaks were reported. Water ingress between flats can unfortunately be complex and sometimes require multiple inspections to identify the exact source.
This matter was formally escalated to the Property Redress Scheme (PRS). Following their independent investigation, they concluded that our actions as managing agents were appropriate and adequate. As part of their decision, we were asked to provide a £100 goodwill payment for inconvenience, which we promptly paid.
We also advised you that any damage within the ground floor property could be addressed through the building insurance policy, which is the standard process in situations involving water ingress between flats. This option was not pursued as per your decision.
To help ensure any future issues can be dealt with quickly, you have also been provided with direct access to our contractor’s contact details so that any problems can be reported immediately.
As this matter has already been independently reviewed by the Property Redress Scheme and concluded, we consider the complaint to have been fully addressed. Parts of this review do not accurately reflect the documented correspondence and independent findings in this case.
Should any further issues arise, please report them to info@xpsltd.com or through our website and we will continue to assist within the scope of our role as managing agents.
Kind regards.
Client relations.
★★★★★ 5/5
GoogleI had an excellent experience with Xchange Letting. Their team was professional, responsive, and highly supportive throughout the entire process. They helped me find the right property quickly and guided me smoothly through all the steps, including moving arrangements. Everything was handled with transparency and efficiency, which made what can often be a stressful experience completely hassle-free. I would highly recommend Xchange Letting to anyone looking for a reliable and trustworthy letting agency.
Ashique · 25 August 2025
★★★★★ 1/5
GoogleStay away from this agency.
This is by far worst letting agency I have come across.
I wish I had read reviews here before dealing with them.
I was in one of the property managed by this agency for about a year and we had to face so many issues.
1. Faulty washing machine and fridges and had to send multiple mails to get it repaired. Although washing machine was replaced with a new one but fridge was replaced with abother faulty one.
2. Fire alarms getting triggered for no reason. After complaining for a month, they came up with a solution of just disabling the fire alarms instead of fixing it.
3. Mould on the walls due to poor quality paint.
4. Not allowing tenants to have openreach fibre installed.
5. Garbage litter in front of the house and agency doesn't care to manage it.
When it comes to returning the deposit, they make lot of unreasonable deduction.
Main issue is they neither receive the call nor respond to mails. If you go to their office, they dont even look at your face while speaking.
Updates in response to the comments from agency:
1) There was no help from agency whatsoever in getting back the deposit. Infact, I had to get a solicitor signed statutory declaration form submitted as agency wasn't responding to emails and phone calls.
2) If agency blames landlord for every issue and does't want to not take any responsibility, then whom should tenant reach out to?
Why not share landlords contact details?
If agency is not associated with the landlord. anymore (hard to beleive), I am not sure why they still have the ad poster of that particular landlord displayed in the office.
Adarsh · 24 October 2023
Agent replied · 23 October 2024
Dear Mr shetty,
Just to clear matters, we never managed your property, we were employed to simply let the property to you and collected the rent on behalf of the landlord,
All issues you faced were all the landlords responsibility as we didn't manage the flat, we can understand your frustrations with this particular landlord and as a result we are no longer working with this landlord moving forward.
I can see from our records the landlord was withholding your deposit for reasons we do not know of. we recently managed to get your deposit released to you less £100.
We can only apologise for the difficulties you faced, however this was out of our control, but worked tirelessly behind the scenes to have your deposit returned, as the landlords behaviour impacts on our reputation and hard work.
★★★★★ 1/5
GooglePoor standards of rooms, broken glass in the front windows, fire alarms beeping constantly, the list can go on. Things were reported and yet not repaired.
Over a year to get a reply from the company what a sham of a business. My original review still stands and I will add you will never get your deposit back. Which seems to be a regular occurrence with this company looking at other reviews.
Michelle · 24 October 2023
Agent replied · 23 October 2024
Hi Michelle, as you can understand we are the middle men between the landlord and tenant, we would never rent a property that has broken glass and does not meet health and safety standards, in response to the repairs, we cannot do anything without the landlords consent therefore there are delays when landlords do not want to actively cooperate with us.
★★★★★ 1/5
GoogleThe Xchange agency agents are most lier and tricky and scammers. They Robbed my Right and they didn't refund me my overpayment rent £1,425 they try to tricked me. soon I Sue them at the court. this is the most lier agents on earth and an trusted agent's.. never they says the truth. and all Thier tentat says about the agents are most lier and untrusted .
My work coach at universal credit told me to contact the agent at the Xchange property and seals to refund me because this issue is between me and the agency
A · 26 November 2024
Agent replied · 10 December 2024
Dear Mr. Ashmawi,
Your universal credit payments are currently on hold due to your eviction from the property on October 7, 2024.
We understand that this situation may be difficult for you, and we sincerely apologize for any inconvenience caused. However, we must follow certain procedures to ensure that your payments are released to you in a timely and secure manner.
This has been relayed to you via email previously.
We have been transparent and clear in our communication with you regarding this matter, and we believe that your comments do not accurately reflect the situation.
We appreciate your patience and understanding as we work with the department of work and pensions.
Best regards,
★★★★★ 1/5
Googlescam agency- do not use, they wanted £500 deposit that they took from redbridge council rent deposit scheme and then a further £500 from me and refunded neither of us, the flat never materialised as they were timewasting for weeks over getting gas certificates sorted and never did, Abid Mohammed is a downright cowboy and thief only intrerested in his flash car and chit chat- DO NOT USE THIS AGENCY HOWEVER THEY ARE STILL TRADING FROM 2008 WHEN I HAD MY TROUBLES WITH THEM I DO NOT KNOW- I even had a CCJ against them for refund but everyone pretends its a new business been run by other people when bailiffs call to their office. BE WARNED AVOID THIS RIP OFF AGENCY
Terence · 25 October 2019
Agent replied · 23 October 2024
Dear Terrance.
Xchange did not take any money from any local authority, you left a holding deposit of £500.00 and unfortunately did not pass the referencing and or supply a guarantor and subsequently were unable to move into the property.
As per the terms and conditions of your holding deposit receipt failure to pass the referencing criteria leaves you liable to lose your holding deposit.
The terms and conditions are clearly set out and you signed to confirm your understanding of this.
Further to your email, Xchange have never had any CCJ and or bailiffs attend our office and have been trading since 2001.
All transactions Xchange conduct are clear and transparent.
★★★★★ 5/5
GoogleI am a tentant with xchange and they have been absolut pleasure to deal with, they have built-in profesionale and family ties with their community of tentants and landlords when I see them treating their clients and other tenants, Abdullah found me a flat and the process was smooth as Buster and clear, anytime I needed help this is the only agency woth a 24 hour suppport number. Thank youul xchange
Larisa · 26 May 2024
Agent replied · 23 October 2024
Hi Larissa,
it is a pleasure to provide you with excellent service, we are glad to have you in our community.
Kind regards,
Xchange.
★★★★★ 1/5
GoogleI m still living in one of their properties,communication is very poor,they don’t have a emergency number,they illegally offer me to pay money for my own eviction,property in poor condition,mould and damp because of poor ventilation of the property,the fan air in the bathroom not working,no smoke alarm and list can go on. They want only money and that’s all,they don’t care about fixing something or replace something because of wear and tear . I m planning to take them to court for many time when they bullied me for simple reason I am female and a different nationality and believe I am idiot and don’t know the law which they breach.
Roxana · 24 October 2023
Agent replied · 23 October 2024
Dear Roxana,
We are deeply concerned in regards to your review.
I am sure there is more to the story...we would like to apologise for any inconvenience caused to you.
Our records show that your issues have been resolved quite some time ago.
We do have an emergency number please email me for the details.
I would like to add, at Xchange we do not discriminate against anyone from different backgrounds and we do certainly not accept misogynistic behavior from any of our staff towards our clients and tenants, please email us to arrange a appointment to discuss this matter further.
Kind regards
Abdullah
★★★★★ 5/5
GoogleI extend my sincere appreciation to Xchange Sales & Lettings Limited in Ilford, with special acknowledgment to Naeyl for his exemplary service during my recent property leasing. When an unexpected zoning regulation change rendered my initial property choice unsuitable for my business, Naeyl demonstrated resourcefulness by swiftly proposing alternative properties. Remarkably, he arranged a same-day viewing for an option that surpassed the original in both location and value. His proactive approach and commitment to excellence significantly mitigated what could have been a prolonged setback. I highly recommend this team for their adept and professional property management services.
Mahi · 24 October 2023
Agent replied · 23 October 2024
Mr Shahrear,
We are glad that you have had a positive outcome and Naeyl will be told about your review.
I am sure he will be estatic about your comment.
Kind regards
Abdullah
★★★★★ 5/5
GoogleThank you very much for your help with renting a house. Great service and great team. Professionals work there. Special thanks to Abdullah . He's a professional!!! I recommend this agency
Viktoria · 24 October 2023
Agent replied · 23 October 2024
Thank you Viktoria,
we hope you enjoy your new Flat !!
Kind Regards from the Team.
★★★★★ 5/5
GoogleI've being 7 years with them, really good, didn't increase my rent. Thank you.
Fátima · 17 January 2026
Agent replied · 23 October 2024
HI Fatima thank you for your review,
We hope to continue our relationship with you.
Kind regards
Abdullah
★★★★★ 5/5
GoogleAs I entered the office I was greeted by a young professional man by the name of Aymen Holmes he introduced himself and I expressed my interest in selling my property.
He also consulted me about my lease extension and how we can sell my property on the market.
I felt very comfortable and eventually signed on to sell.
2 weeks later I receive an offer on the property.
Very professional customer service and knowledgeable staff.
Thank you Xchange team
Zayd · 11 December 2024
★★★★★ 5/5
GoogleGreat customer experience
Miracle · 17 March 2026
Agent replied · 17 April 2026
Hi Miracle, thank you for your feedback, we really appreciate your business.
★★★★★ 5/5
GoogleFantastic agent, always helping me, I’m very happy and they are very kind, as a tenant and now as a new landlord they assisted me and kept me safe and secure
Terfa · 17 February 2026
★★★★★ 5/5
GoogleThey managed my property for 18 years Very trustworthy, professional and service minded Agency. They can help you with anything related to a property. Highly recommend. …
Osman · 17 April 2025
Agent replied · 11 November 2024
Dear Osman,
It is a pleasure to serve your interests. … More
★★★★★ 5/5
GoogleOver the recent years I have seen the massive changes the team at XChange have done, from organising inside to outside. I am exited for what is to come in the future as I’ve heard discussions of a business refurb as also seen in their new logo. Both Aymen and Abdullah have been professional and go extra lengths in the way they deal with things. Discussions can go on for hours with their knowledge of the markets, not just the property market but linking with the financial markets too. Very interesting boys, very interesting in what’s to come, wish all the best.
Candy · 26 May 2024
★★★★★ 5/5
GoogleVery glad to be dealing with these guys. The value gained has been more than I have experienced before. Amazing letting and management regards to their timing and rent achievement. It’s not just a quick transaction, it’s an on going guided journey of improvement which investors and landlords need from an agency, this being a family business makes it even better. Very happy with the suggestions and talks that we have had, can only go up from here. Exited to see the future of them 👍
AP-FX · 26 May 2024
★★★★★ 1/5
GoogleNo one literally no one picks up the phn
I have been there few times
There door is always locked
I mean I don’t see the point they got office .
It’s been exhausting trying to get through
And they don’t seems to have an email address so I can write to them .
Harmanpreet · 24 October 2023
Agent replied · 23 October 2024
Our email address is available on the Google page, we have been closed for the winter, I apologise you have had a bad experience. However the business email was open for communication and is clearly available on the front page.
★★★★★ 5/5
Googleamazing service,
I rented a flat from them I am still living in, always on time with repairs and …
Bali · 17 April 2025
Agent replied · 23 October 2024
Dear Mr Petac,
Thank you for entrusting us, we are glad you are part of the Xchange family. … More
★★★★★ 5/5
GoogleThey are very nice and helpful. I’m really glad to be their client.
Janna · 15 April 2026
★★★★★ 1/5
GoogleI went into the purchase of a flat using Xchange agency which eventually fell through. Although the falling through of the sale had nothing to do with the agency per se, I found them to be extremely unprofessional (including consistently providing incorrect information about the property including a floor plan which was laughably inaccurate). Dealing with the agency was difficult at best but the final straw came when they asked a builder to deliberately withhold game changing information from me about the structure of the property - which luckily he refused to do. Of course, estate agents aren't usually renown for their honesty but these guys really do take it to a new level. They didn't manage to spell my name correctly once throughout the whole process and often addressed me by my surname in email communication. Bizarre company - avoid!
Hannah · 25 October 2017
Agent replied · 23 October 2024
Dear Hannah,
I am very sorry to hear about your experiences with the previous staff employed,
Agents must be transparent and honest throughout.
i appreciate your clarification that the withdrawal of the sale was not caused by the previous team however they should have never witheld the information you seem to be presenting in your review.
Since 7 years we have made radical changes to the structure and operating stance of the business and would like to invite you to join the new team in business dealings and promise you will have a much better experience.
Thank you for your feedback.
★★★★★ 1/5
GoogleI currently live in one of these properties and I am a leaving care leaver. The state of the property was disgusting. I had repairs that they didn't want to pay for. I had black mould for over a year and a half with a young baby! they have over chargerd me with repairs!!! they are unprofesional and rude. They have left my communil front door broken and i have recently been burgled. It is just overal disgusting people and service . As you can see I'm not the only one complaining !
Colleen · 25 October 2017
Agent replied · 23 October 2024
Dear Colleen,
as i can see from our records,
you were a tenant with us in the past, we are sorry you have had a bad experience, you have to understand we cannot do any repairs without the landlords permission, and we will never charge tenants to pay for repairs unless it is their fault.
secondly we are not responsible for the communal area I find it unfair that you are blaming the company for the communal area when we do not have any authority over it, we can only speak with the freeholder and other landlords in your building to come to an agreement.
★★★★★ 5/5
GoogleSupply on demand.I was delayed to ask but it wasn’t late to supply😍.thank you so much KING ABDULLHA AND KASH VAI .for your instant supply of the washing machine.I am so glad for your help and thank you again
🙏
Azad
Ten · 24 October 2023
Agent replied · 23 October 2024
HI Azad we are greatly apprecitive of your review.
Enjoy your new washing machine.
Kind regards
Abdullah
★★★★★ 5/5
GoogleFantastic service and excellent experience, rented my property on a guaranteed rent scheme effectively and efficiently.
Much rather prefer them then other agents in the area.
Shahid · 22 September 2025
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.
