Stirling Ackroyd Twickenham reviews in Richmond upon Thames

★★★★★ 1/5

Trustpilot

This could turn into the longest…

This could turn into the longest negative review ever written but will abbreviate it as much as I can. Issues faced was nothing to do with the letting agent who showed us the property as she (Becky) was amazing. The problems started with the management company side of things and the pure neglect they have shown us as tenants, being all for the landlord and not us:1) Fridge broke, we had to store our sons medicine so was made clear that this was urgent to be resolved. I offered to buy a fridge because of the importance and they said no it cannot be done the landlord will approve the purchase that they find and it will resolved. 7 days this took to get a fridge, I could have had the exact fridge that was supplied delivered next day by currys!2) Carpet coming away from runners and on the stairs, trip hazard. Took 2 months to have someone to come see this. 3) When moving in we was told the garden would be dressed back to a level that was easy to manage. This was never done and we was left with 4ft weeds and stinging nettles over a 20m2 area of the garden, really great when you have an 18month old. Anyways after constant chasing a workman was sent round who said "I am being paid a bit of cash to do this, never done anything like this so will do my best". Credit to him he did do his best and worked very hard. But should maybe a specialist not been sent round, a official contractor with liability insurance? Illegal? He took a tree out with a hand saw!Anyways from point of reporting this took 7 months to get someone over. Still not even done as they left debris and didnt remove the weeds just cut them short. All grew back in 4 weeks. When the clearance started a skip was provided we was assured this would be gone by the weekend as it was blocking all of the drive so we had to park our cars on the roadside over night where they are not insured to be, even this could not be arranged properly, the skip was removed 4 days after the quoted day given.4) Boiler broke and kitchen sink leaking from underneath - Boiler engineer come round and said a new part was needed. 5 weeks until the go ahead was given for this and the repair carried out. Engineer looked at the sink and confirmed that the sink and tap had been badly installed and needed to be repaired or replaced to stop the leak. The answer we was given by the management company "you must be using it wrong". I can assure you in my 36 years I have learnt how to use a sink.5) Flooring bards in the kitchen where missing or broken, this again took just over 2 months to resolve. Now the final and main issue:We signed a 3 year contract. Phone call on a Saturday morning to say the landlord needs to sell the house as they cannot afford to run it. So will be ending or tenancy in November, we said ok but we need to start looking now due to the housing demand and should we find something then we will serve a month notice. Well we did find somewhere, so served 2 months notice. Just doing our referencing and Arran at the management company will now not complete the referencing until he hears from the landlord about if she wants to charge us remarketing fees for the early exit? We was told, she is selling the house because she cannot afford the house, had we not been told that then the notice would never have been served until our contract stated we could. Fine charge us fees but complete the referencing and do not hold us over a barrel as we are just trying to secure a nice safe home for our family. Time and time again we have been let down by the management side of things and I for sure will never recommend Stirling to anyone. Arran is great for landlords but not for tenants. If you rent through Stirling then make sure the landlord is not paying them to manage the property because you will get treated like absolute S**t if they are. The house is literally falling apart, through all the problems we have continued to pay our rent on time and in full each month, maintain the property as best as we can and even make some improvements but this is not seen good enough to simply complete the referencing. Appalled by the treatment we have and are receiving.

Jordan · 14 July 2022

★★★★★ 1/5

Trustpilot

Disappointed

I have sold many properties using several different estate agents. I am sorry to say that Stirling Ackroyd Sales were uncaring, arrogant, and unhelpful and caused a lot of stress for the parties involved. They managed to get us a buyer within a week, which was great, but then did nothing. Their communication was disgraceful. When we emailed them we got no reply or an auto-return 'we are busy and will get back to you in 24-48 hours', which they never did (4 times!). We paid a lot of money for this lack of service.

Deborah · 25 May 2022

★★★★★ 5/5

Trustpilot

Thank you Ellis

I spoke to Ellis Craig this morning when I was trying to book in a house viewing. He was very nice, helpful and happy and was able to get the branch to offer me a viewing at a time to suit me. Thank you

Emma · 8 November 2024

★★★★★ 5/5

Google

I was completely new to the rental market and within days of visiting the Twickenham branch, Marcus arranged a viewing to a wonderful place which is now my home. He has been outstandingly helpful and accommodating of my preferences. Moving homes can be quite daunting, but particularly Marcus has made the whole experience so much easier and straightforward, which I am really grateful for!

Josefine · 24 October 2023

★★★★★ 1/5

Trustpilot

I had a deeply disappointing experience…

I had a deeply disappointing experience with this estate agent. From the moment I submitted my offer to purchase a property, I was repeatedly given misleading information. When significant issues were raised by the surveyor, the agency continued to be evasive rather than transparent. Their handling of the entire process felt highly dishonest and left me unable to trust anything they said. I ultimately withdrew from the purchase because of their behaviour, and I would strongly advise others to approach this office with caution.

Adrian · 23 February 2026

★★★★★ 1/5

Trustpilot

Appalling dreadful company

Appalling dreadful companyAppalling dreadful company - inefficient, rude & utterly incompetent. From the get go, Ackroyd Legal were just hopeless - stupidly I thought I would give them a chance Very bad move on my part. Very quickly red flags were appearing.You would ring up & reception would answer, you would ask to be put through t your designated person - you would wait 5 minutes or so & instead of getting through to her, back you would come to reception & so it would go on - round & round. Of the 14 times I phoned e I got through once, even after leaving innumerable messages & emails. When I did, she was not only rude with an attitude, but had no idea of either my property or could even answer my simple questions. She simply didn't understand what selling a flat entailedIn the middle of all this the designated person went away on holiday & couldn't even be bothered to pass my details on to anyone else or let me know. I was just told by the company that I would just have to have to wait till she returns. We are talking about selling a property here, which sometimes requires fairly instant decisions. After weeks of utter frustration, I was finally put firmly in the picture by my agent who said in the weeks that they had been dealing with Ackroyd,Legal, they had neither replied to any email or telephone message left either by themselves or the buyer's solicitors & that my buyer was about to pull out of the deal unless I changed my solicitors that day.I left Ackroyd Legal that afternoon. I was recommended Adams Kaye Solicitors Now this is what solicitors should be. if you want superb conveyancers, here is a company that really know how to deal with clients - they are efficient, clever, know everything about conveyancing & you are given a direct line to your personal conveyancer - I was lucky enough to be given Ben cooper who was not only excellent but charming & cleverI can't say enough good things a bout them & compared to Ackjroyd Legal they were literally an eye opener.Please, please for your sanity do not use Ackroyd Legal - how they are still in business is a complete mystery. They give solicitors a bad name & are an appalling company. AVOID

LJJGH · 4 April 2022

★★★★★ 1/5

Trustpilot

AVOID AVOID AVOID - ABSOLUTELY TERRIBLE - UNPROFESSIONAL

Rey Caliskan was my Conveyancer - incompetent and useless, I lost my first house because of her, after 6 months of praying to her to answer back or to do anything, I was almost kneeling on my emails for an answer. Then I discovered that the seller sold to someone else because of lack of communication and was unhappy with my Solicitor.My Solicitor was greedy, was overloaded with cases and was unable to manage the pressure from all the clients. She was also admitted to hospital as a result. Shame on you, you ruined everything, was my first dream that you turned into a nightmare. Till today I'm still on rent because of Ackroyd Legal. I'm wasting all my savings on rent instead of spending on my house, it's Karma.Only two things needed for this review-1. There should be a ZERO STAR option.2. STAY AWAY FROM THIS COMPANY.If you want zero communication and complete incompetent conveyancers then go ahead and sign up.

Sunny · 24 March 2022

★★★★★ 1/5

Trustpilot

Do not instruct them to let out your property

Their purportedly fully managed letting services involved no inspections (automatically or after asking for one to be undertaken), resulting in 6 people residing in my flat - as opposed to the 2 people named on the tenancy agreement - who trashed everywhere and stole my belongings. Stirling Ackroyd's lack of advice or proper service meant I could not claim back a fraction of the damage and loss from the deposit. They also failed to serve notice to terminate the tenancy on time. Stirling Ackroyd committed serious failings, causing me an immense amount of misery and loss.

Nat · 21 February 2026

★★★★★ 5/5

Trustpilot

Fantastic Estate Agents and even better staff - Thanks Sarah!

I do want to say, genuinely, that I've loved living in my property and having Sarah Jones as my property manager with Stirling Ackroyd. It's been a great place and I've been really happy in it. More than that though, I want to thank you for everything over the course of the tenancy. You've been brilliant to deal with throughout and I really do appreciate it, Sarah!

David · 1 June 2026

★★★★★ 5/5

Google

Eliana was superb she was professional and polite understood the needs of our demands and guided us thoroughly well done

Ather · 9 August 2025

★★★★★ 5/5

Google

Eliana Nassaka was a joy speaking to her. She was friendly helpful and promptly helped me book 2 house viewings

Dayo · 9 August 2025

★★★★★ 1/5

Trustpilot

Awful estate agents, steer well clear

Awful estate agents. Avoid at all costs. Lied from the start, were incompetent throughout and never got the job done. The initial sales guy was useless, and so were all his colleagues.Part way through they were taken over by another company and no-one told me. Despite me telling them to leave me alone I still get regular calls from them harassing me. Next time I will put a restraining order on the companyUpdated: thank you Amber for your response, and effort to try and find out where your company went wrong. Sadly, I have already told several of your colleagues this information, and if it hasn't been filtered down through the company that is unfortunately a prime example if my point, and reiterates why I will never use your company again, and will advise anyone I meet to do the same.

Euan · 27 January 2022

★★★★★ 5/5

Google

Thank you to Honor and the rest of the team (Marcus, Suzanna and Elena) at Stirling for doing such a great job re-letting our property. They have been brilliant at making everything happen at short notice and ensuring that everything was done properly. Much appreciated and well done!

Alex · 25 July 2024

★★★★★ 5/5

Google

Ruby at Stirling Ackroyd was a pleasure to deal with. From the moment I came through the door, she was friendly, warm and a pleasure to deal with throughout the search for a rental property. Sadly, I lost out on a property (my fault!) but I …

Sarah · 16 February 2026

★★★★★ 5/5

Trustpilot

Spoke to Marco and can only say that we…

Spoke to Marco and can only say that we need more people with his phone manner as well as professionalism. Thanks Marco, can only hope you get the recognition you deserve.

Garreth · 2 February 2026

★★★★★ 5/5

Google

The whole team at Stirling Ackroyd - Matt, Honor, and Ruby are fantastic! They have been super responsive, friendly, professional, and helpful. We have really had a great experience all the way from setting up a viewing to finalising our new tenancy agreement. Thanks guys!

Sunitha · 16 February 2026

★★★★★ 5/5

Trustpilot

I’m a current tenant and Briana Trejos…

I’m a current tenant and Briana Trejos Mantinan has been fantastic. She is professional, responsive, and always helpful with any queries. Excellent property management!

Keren · 26 March 2026

★★★★★ 5/5

Trustpilot

Great Customer Service and Efficiency

I recently moved and as you know moving can be extremely stressful. Thankfully Victoria was able to help my journey run a lot smoother. She explained everything I need to know & do and her endurance on chasing up requests was super efficient and timely. Thank you so much!

Deborah · 11 May 2024

★★★★★ 5/5

Trustpilot

Highly recommend

Super helpful and knowledgeable agent, Cole made the experience of speaking with estate agents actually enjoyable 😉. He listened to my needs and concerns and provided useful information and feedback so that I wasn't left feeling irritated. I highly recommend this agent.

Char · 27 August 2024

★★★★★ 5/5

Trustpilot

exelent, professional and very helpful

From the first day I spoke to Magdalena Sadkowska on the phone, she demonstrated professionalism and efficiency. Magdalena was calm and explained everything to me about their properties and offers and gave me advice. She also suggested a broker advisor. Whenever I emailed or called, she was available or called straight away when she was free to talk. Magdalena shows calmness, patience and professionalism at all times. Very caring, helpful, knowledgeable and available all the time. I wish the world was surrounded by people like Magdalena, we would live in a better place.

Justyna · 16 April 2024

★★★★★ 1/5

Google

I am very upset and disappointed with the treatment that I have had from Townends Estate agents in Twickenham. I recently had an offer accepted on a house and was very happy with the work that Morgan did to help me get my offer accepted. This was a first house for me and I am on a very tight budget. I went ahead getting the searches and survey done quickly so that purchase could move forward and once the contracts arrived found out that the property was misrepresented and I hadn't had all the information provided to me. It was being sold as Freehold and was found to be otherwise once the contracts came in. It also had a management company and fee which would effect my budget. At this point I had spent £1000 of my deposit and due to the freehold information, I was legally advised not to proceed. I had to make the difficult decision to pull out. Claire at Townends treated me with contempt despite it being potentially their fault that this information had been incorrect in the first place. I was made to feel like I was the villain for pulling out. I asked to have the opportunity to sell my searches and survey onto the next buyer and was told that this would be possible and she would let me know. I followed up 2 weeks later having heard nothing and found that the new buyer had already applied for their own searches and had had their own survey done. Townends had a copy of my survey sent to them from the surveyor when it was completed ( I have since found out that the company I was advised to use is actually part of Townends), so for all I know they sold that one on directly. This whole experience has been extremely stressful as I now have to move out of my current flat (I gave notice once my offer was accepted). I am down a large amount of money and I have had very little in the way of apology from the team at Townends. I will not be using Townends in the future and I definitely don't recommend Townends or Claire Comerford.

Harriet · 24 October 2020

★★★★★ 5/5

Google

We brought Townends on board to help sell our flat after a pretty poor experience with another local agent had meant that it had been on the market for a month with no viewings. Morgan from Townends was a superstar and got straight on the case, booked in a number of viewings, and we ended up with multiple offers within a week of listing! Their post sales team has also been fab, Sophie in particular is very proactive and has made sure the sale progressed through efficiently. Highly recommend!

Rebecca · 24 October 2020

★★★★★ 5/5

Google

I've worked with a few estate agents in the area and have to say my experience with Townends was the best so far. They found a number of suitable tenants within a week of marketing my property at asking price. The whole place was rented out within 2 weeks start to finish. I am only leaving temporarily so it was important to find someone who I could trust to look after my home I am confident that Stephanie, George and the team have ensured I found the right tenant who will look after my home. Thank youPositiveQuality, Professionalism

J · 24 October 2020

★★★★★ 5/5

Trustpilot

We had an outstanding experience with…

We had an outstanding experience with Stirling Ackroyd, thanks to Ellis. Ellis was incredibly helpful and professional. Everything was handled smoothly and efficiently, and I felt confident and supported at every step. I highly recommend Stirling Ackroyd.

Yuxuan · 10 October 2024