Royal Arsenal Residential London reviews

★★★★★ 1/5

Google

Extremely unprofessional agency, especially Keely, who was rude and repeatedly tried to add extra charges during checkout. They even changed or removed wording from previous communications and then denied saying it. They also charged us before properly checking the inventory report, and only removed some charges when we challenged them. Despite calling themselves “Royal Arsenal Residential,” they are essentially a normal estate agent. Very difficult to contact, hang up your call when you are politely requesting for anything, and they refused to do inspections together to clarify the charges. I would strongly recommend avoiding this agency and remember to keep all photos and prove during checkout if you are currently with them. To be fair, Billy, the engineer/technician, is professional, helpful and fair, he is the only one who is not guilty

Jeffrey · 13 September 2026

★★★★★ 1/5

Trustpilot

⚠️ Don’t rent at Woolwich Royal Arsenal.

⚠️ Don’t rent at Woolwich Royal Arsenal. Based on my experience, I would not recommend renting here. Moving out has been a nightmare. I feel they’ve tried to charge me unfair move-out fees, and the management, especially Keely, rarely answers the phone, making it almost impossible to get any issues resolved. If you’re a landlord, I’d also urge you not to hire Royal Arsenal Residential to manage your property. Based on my experience, the service has been unprofessional and extremely frustrating.

RE · 18 July 2026

★★★★★ 3/5

Google

My experience with renting via Royal Arsenal Residential for about 2.5 years was mixed. At the very start, Reily arranged a viewing within 2 days of emailing the office. He was pleasant and informative and clear about expectations. Once we made an offer, he sent the rental documentation on the same day and moved everything along quickly. We paid the holding deposit within hours of seeing flat and it was swiftly taken off the market. The referencing was very intrusive and done in-house. RAR asked for 3months of bank statements and a work and previous tenancy reference. Then wanted savings account statements and credit card statements. They insisted every document was copied to every member of staff by email which is absolutely not in line with UK GDPR. The check-in inventory clerk was pleasant and friendly. We moved in quite swiftly, but weren't provided with a welcome pack or any further information for another four days, by which point we'd figured things out ourselves. We were never provided with any emergency procedures - just told to email every email address in the company and wait for someone to respond. RAR was generally responsive during the tenancy and Billy would normally attend to resolve any minor issues quickly. They kept up to date with all statutory requirements in terms of testing and maintenance of electricals, gas, etc. However, after the main flat door frame was quite severely damaged by their own contractors, no amount of chasing got RAR to make good. At the end of the tenancy, we were rather disappointed by the completely inflexible attitude shown to closing down the contract. We had pre-paid our rental until 7/Apr, but RAR insisted we paid an extra £300 until 10/Apr, as we'd provided our 2-month notice on 10/Feb. The flat was empty this whole time and all requests for some common sense were overruled to make a few hundred pounds. This is despite going out of our way to accommodate viewings for 2months whenever requested. The end of tenancy clean that RAR arranged was considerably more expensive than other quotes we received, but we went along with it to avoid any issues. The check-out inventory process was swift and pleasant, with no issues identified. The deposit was back in my account in full within 12 days of the end of the tenancy.

Pete · 13 May 2026

★★★★★ 5/5

Google

We had a very good experience with the Royal Arsenal Residential Team throughout our tenancy at a fabulous flat. From start to finish, every member of the team was approachable, responsive, and always willing to help whenever needed. They went above and beyond to make our stay as comfortable and hassle-free as possible. Although we had to move out because the landlords decided to sell the property, the support we received during the move-out process was especially appreciated. The team made what could have been a stressful time smooth and straightforward - thank you guys!

Leila · 2 July 2025

★★★★★ 1/5

Google

I rented a flat from this agency. I have been in contact with Reily and Keely, and whenever they need something super diligent to chase you. I ended my tenancy and left the country due to relocation for work. But I failed to get my tenancy deposit back, although I left the flat super nice and clean and have been super communicative about the process. They do not return to my messages. Once, they only responded, and then they failed to read what I wrote to them, and gave me irrelevant answers. I asked what they would deduct from my deposit - no answer. I asked when they will return the part of my rent (because I left the flat 10 days early and they re-rented it), again no response. I asked about the utility meter readings as of the inventory check report, so that I can close my utilities- again, no response. In short, COULD NOT GET MY DEPOSIT BACK- Obviously, it will go to ADR if they keep not responding to me. But overall experience, good when you are renting the flat, terrible as you are leaving the flat. I rented 3-4 flats in London and never met agents like this, failing to respond to your message and calls.

Zeynep · 15 March 2026

★★★★★ 5/5

Google

I rented my apartment in Belvedere through Royal Arsenal Residential, and my experience with them was excellent from start to finish. From the initial apartment viewing to signing the tenancy and eventually vacating the apartment, the entire process was smooth and hassle‑free. The team was friendly, professional, and transparent, with pricing that was very much in line with the market. They were also extremely prompt and responsive whenever maintenance was needed, whether it was the dishwasher or the heater, issues were attended to quickly and efficiently. Overall, I was very impressed with their service and would highly recommend Royal Arsenal Residential to anyone looking to rent in the area.

Sairam · 15 February 2026

★★★★★ 1/5

Trustpilot

Worst Agency in the Woolwich Area

Absolute disaster during checkout, keep charging unreasonable charges without reading inventory report and refuse to answer phone calls and do inspection together, trying to scam you without looking at the reality. Get rid of the beggar.

Jeffrey · 21 August 2026

★★★★★ 1/5

Trustpilot

Worst

Worst！ I am compelled to express my profound dissatisfaction with this property management company, which operates with an astonishing degree of chaos and unprofessionalism. My deposit was unjustifiably withheld, necessitating incessant calls and emails over two months to secure its return. The property itself was a nightmare, with outdated facilities requiring frequent repairs, forcing me to rearrange my life for inconvenient maintenance visits. Reily Giddons, the supposed manager, was utterly deplorable, rude, unprofessional, and a shining example of incompetence. His behavior was so egregious that I was unsurprised to find other reviews echoing similar sentiments about this deplorable individual. One can only question how such a disorganized operation, led by someone so unfit, managed to obtain an operating license. This company stands as a global embarrassment in property management.

SJ · 3 August 2025

★★★★★ 1/5

Google

From the get go, we have had nothing but incompetence from RAR. Every time we tried to ring them to enquire about some of their properties, the respondent would be eager to put the phone down and ‘email us’ but these emails would take weeks to arrive - Trying to get any sort of response was a joke. We finally got in contact with Reily Giddons, who I believe is a manager there after asking multiple times to view a few properties that we liked, but were told we were wasting his time and to have a nice day, all because we had put in a 10% lower offer on some other properties they had that have been sat on the market for months, when other more respectable companies are happy to discuss those things with you. Having subsequently read some of the reviews on here, we realised this is not an avenue (or dingy, dark alley) we wish to go down, having seen what a mess it can be after this. I’m not surprised their office is hidden away from the public with customer service like that. Don’t waste your time with them!

C · 1 August 2025

★★★★★ 1/5

Google

In all my 12 years renting in London, I have never dealt with anything close to this level of arrogance and ignorance from any real estate agency or in fact any entity dealing with customers. Tried to arrange multiple viewings via calls and emails for weeks, all to be led on and disregarded last minute by a one line email suggesting that we are just "wasting their precious time." Reily Giddons, (who appears to be the only agent working there) has been treating both existing residents and potential customers like they are some sort of subhuman for years, hence why there are so many negative reviews about him. Unhinged and repulsive. Avoid like the plague, there is a reason why they hide their office in one of the RAR flats with no access to public.

Andrius · 1 August 2025

★★★★★ 1/5

Trustpilot

Worst real estate agency on both sides of the river

In all my 12 years renting in London, I have never dealt with anything close to this level of arrogance and ignorance from any real estate agency or in fact any entity dealing with customers. Tried to arrange multiple viewings via calls and emails for weeks, all to be led on and disregarded last minute by a one line email suggesting that we are just "wasting their precious time." Reily Giddons, (who appears to be the only agent working there) has been treating both existing residents and potential customers like they are some sort of subhuman for years, hence why there are so many negative reviews about him. Unhinged and repulsive. Avoid like the plague, there is a reason why they hide their office in one of the RAR flats with no access to public.

Andrius · 19 July 2025

★★★★★ 1/5

Trustpilot

Incompetence at it’s finest

From the get go, we have had nothing by incompetence from RAR. Every time we tried to ring them to enquire about some of their properties, the respondent would be eager to put the phone down and ‘email us’ but these emails would take weeks to arrive - Trying to get any sort of response was a joke. We finally got in contact with Reily Giddons, who I believe is a manager there after asking multiple times to view a few properties that we liked but were told we were wasting his time and to have a nice day, all because we had put in a 10% lower offer on some other properties they had that have been sat on the market for months, when other respectable companies are more than happy to discuss those things with you. Having read some of the reviews on here, we realised this is not an avenue (or dingy, dark alley) we wish to go down, having seen what a mess it can be after this. I’m not surprised their office is hidden away from the public with customer service like that. Don’t waste your time with them!

CG · 19 July 2025

★★★★★ 5/5

Google

Having previously dealt with a nightmare agency, I was probably more difficult to deal interact with, as trust had been broken by my past experiences. I primarily dealt with Reily and Christian and it was refreshing to interact with professional and transparent people. Covid19 would have put additional pressures on their processes during my departure, but this is not something that was noticeable to myself. The flat I rented was clean and accurately advertised, and my minor departure costs were fair and explained. Overall I would fully recommend this agency.

Adam · 8 June 2020

★★★★★ 5/5

Google

Fast, efficient and professional service received from Royal Arsenal Residential. I dealt with Christian and Reily and was very happy. A good tenant was found for our property within a short period of time and communication was excellent at all stages. I would highly recommend their services.

Louise · 8 June 2020

★★★★★ 1/5

Google

Unprofessional and uncommunicative to the extreme. We (two students) very much wanted to live south of the river and found properties advertised by this company which seemed ideal. After ringing the estate agents and being promised a call back, I sat and waited. No call. Rang back myself and managed to book several viewings for later that week. On the day of the viewing, just as I was leaving, i received a text informing me the viewing was cancelled as the estate agent was 'off sick'. When I responded asking if no other estate agents were available, I was ignored. They did not try to schedule any new viewings or give me an alternate day. Rang back the next afternoon and the "sick" estate agent (Denna) was back in, sounding in complete health on the phone, and having made zero effort to get hold of me to book new viewings. Despite this I booked new viewings with her. Saw properties, liked one, booked a second viewing with my flatmate, who also liked it. We decided we wanted to put in an offer. From this point Denna became unreachable and we dealt with Riley exclusively. Their list of requirements turned out to be ridiculous and unreasonable, including three months of personal bank statements - supposedly 'to check you aren't gambling addicts', though as long as somebody paid rent and bills on time, I'm not certain why this is any of their business. Despite us being students and having UK based guarantors, they were also adamant that either a landlord reference was needed, unless we were willing to pay 6 months upfront. Riley finally declared that he would ring the landlord to ask if he was even willing to take students in the first place - we had made clear we were students in the very first phone call. Why show us properties where landlords had stated no students? This was the last I heard of Royal Arsenal. They couldn't even be bothered with a courtesy phone call back, and reading reviews on here I truly think we dodged a bullet.

Rina · 9 June 2017

★★★★★ 5/5

Google

5 Stars Most Definitely! Royal Arsenal Residential managed my property for 3 years. During this time, I had no problems whatsoever. They were always keen to help out and when the tenants served their notice, new tenants were found straight away, making the changeover completely stress free. I recently put the property on the market and although the first buyer pulled out (these things happen) a new buyer was found the very same day! Keith is absolutely amazing and has gone above and beyond the call of duty on numerous occasions to help me out (through no benefit of his own). He really is a great guy! You can trust these guys 100%. I honestly can’t express enough how happy I am! I would highly recommend anyone who is thinking of letting / renting / selling / buying to use Royal Arsenal Residential.

CLAIRE · 10 June 2015

★★★★★ 1/5

Google

Painful dealing and talking to Reily Giddons. Arrogant and non-responsive agents. The whole office are copied into every email but somehow not one of them can respond. So grateful I don’t need to deal with this company anymore after my move out!

Saywhatnowx · 29 November 2025

★★★★★ 5/5

Google

They were very helpful in helping me find my first rental in the country. Their background verification process seemed tad intrusive but I’ve learnt it’s a London thing. They were very responsive when there were any maintenance concerns. When I moved out they ensured it was a seamless process and were prompt with any queries I had. Prompt and Responsive are the two features that stood out for me.

D · 27 January 2025

★★★★★ 5/5

Trustpilot

Great support from the Royal Arsenal…

Great support from the Royal Arsenal Woolwich concierge team, Kareem and Babar. Always helpful attentive and professional.

A · 4 May 2026

★★★★★ 1/5

Trustpilot

A Nightmare Tenancy at Royal Arsenal Residential - Avoid at All Costs!

From day one, dealing with Royal Arsenal Residential was an absolute nightmare, turning what was supposed to be our dream home into a relentless source of stress and frustration. This review is a warning to anyone considering renting with them - think twice! Their "service" is a joke - especially when it came time to wrap up our tenancy. Expecting prompt action on urgent matters like getting our deposit back or sorting out maintenance issues? Forget it. You'll be lucky to get a response at all. It was like they vanished into thin air, leaving us hanging without the slightest hint of urgency or concern. Communication with these guys? A constant struggle. It felt like we were climbing Everest, with promised updates and follow-ups turning into a series of broken promises. This wasn't just a one-off - it was the theme of our entire miserable experience with them. Trying to get anything done, even basic stuff like renewing our contract, was a marathon of stress and delays. Then there's the financial kick in the teeth - a jaw-dropping rent increase of 20% a month, with zero improvements to the property to justify it. It was a slap in the face, making us wonder what on earth we were paying for. And the cherry on top? The constant dread of even more increases, making it impossible to feel secure in what should have been a beautiful waterfront home. Don't even get me started on the building management's draconian policies. Want to make the place feel like home? Too bad. From banning wreaths on your door to outlawing laundry airing, these rules were suffocating, stripping away any semblance of comfort or personal touch. And the checkout process was the ultimate insult. Despite professional deep cleaning they nitpicked over trivialities, dragging us into a bureaucratic black hole and forcing us to fight tooth and nail and use a solicitor just to see our deposit again - which, by the way, took an outrageous two months post-tenancy to resolve. And guess what? The "issues" they flagged were so minor that new tenants moved in without a hitch. In summary, if the prospect of waterfront living is tempting you towards Royal Arsenal Residential, run the other way. Our experience was a saga of incompetence, ghosting, financial gouging, and suffocating rules. It's a hard pass from us, and we urge anyone considering it to think carefully about whether it's worth the inevitable headache.

Ethan · 28 February 2024

★★★★★ 4/5

Google

The team here are great and given that I was overseas the entire time my property was being managed, I appreciated their responsiveness. Keith was a great partner in terms of getting the property sold, showing great understanding of the market as well as of my unique circumstances - it was great to feel that he was truly on my side and not just out to make some commission.

Omotoye · 10 June 2015

★★★★★ 1/5

Google

The worst experience ever. Don’t choose them unless you’d like to spend 3 months making all the efforts to contact them and sending countless emails to get your deposit back. When they need help from you to arrange for a viewing for the new tenants, they are always reachable and responsive. While after you moved out and would like to get your deposit back, they never replied to your emails. They picked up your calls and acted politely saying they will ask the agent who is responsible for this to reply to your emails, but it never happened. I had to pay for a solicitor to get my deposit back from the third party and waited another 4 weeks for the money to return to my account, because the Deposit Protection Service can’t get in touch with them either. The WORST agency ever

Lisa · 3 October 2023

★★★★★ 1/5

Google

The worst experience ever. Don’t choose them unless you’d like to spend 3 months making all the efforts to contact them and sending countless emails to get your deposit back. When they need help from you to arrange for a viewing for the new tenants, they are always reachable and responsive. While after you moved out and would like to get your deposit back, they never replied to your emails. They picked up your calls and acted politely saying they will ask the agent who is responsible for this to reply to your emails, but it never happened. I had to pay for a solicitor to get my deposit back from the third party and waited another 4 weeks for the money to return to my account, because the Deposit Protection Service can’t get in touch with them either. The WORST agency ever

L · 1 October 2023

★★★★★ 1/5

Google

The worst experience ever. Don’t choose them unless you’d like to spend 3 months making all the efforts to contact them and sending countless emails to get your deposit back. When they need help from you to arrange for a viewing for the new tenants, they are always reachable and responsive. While after you moved out and would like to get your deposit back, they never replied to your emails. They picked up your calls and acted politely saying they will ask the agent who is responsible for this to reply to your emails, but it never happened. I had to pay for a solicitor to get my deposit back from the third party and waited another 4 weeks for the money to return to my account, because the Deposit Protection Service can’t get in touch with them either. The WORST agency ever

Yixuan · 27 September 2023