Trusted Agent profile
★★★★★
108 reviews across 2 platforms
St James House St. James Road, Surbiton KT6 4QH
Matthew James's Surbiton office at St James House St. James Road is rated 4.4 out of 5 across 108 reviews on two platforms, including 104 Google reviews rated 4.5. Checked 9 October 2026.
Every review we hold for the Surbiton office, from every platform, shown as written. First names only.
5/5
GoogleJames, Mattthew and the entire team at Matthew James have been incredibly supportive throughout the whole process of selling our home. The communication has been superb and we have been kept informed every single step of the way. We wouldn't hesitate to recommend them, absolutely first class service. Thank you so much.
Many thanks for the kind words which we have shared with the team.
5/5
GoogleMatthew James did a great job selling our flat in 2020. The whole team are friendly and professional. After we had agreed an offer James kept in touch regularly and often went the extra mile to ensure things progressed. I previously thought estate agents were all very similar, but I realised that Matthew James invest a lot more time in communication and ensuring a sale progresses than other agents I have experienced.PositiveResponsiveness, Professionalism
Many thanks for your review and the kind words you said. We wish you all the best for your onward move.
5/5
GoogleI couldn't have been happier with the support by the Matthew James team with my recent property sale. So helpful with everything from arranging viewings, managing surveyors, dealing with issues and making sure they are always available for advise. This is the second time I've used Matthew James, and by far the best estate agents I have used so far. Thank you very much!
Many thanks for your kind words which we will pass on to the team.
1/5
GoogleExtremely poor experience, property wasn't checked propwpro before giving on rent.Bathroom and toilet locks not working.individaul room keys not provided, doorbell not working for which they are saying that anyone can knock the door instead ringing. Really surprised with this answer.kitchen sink is broken and bath tub is in poor condition. Never expected such a bad condition. This created a mental pressure on us and it's been a week there and nothing resolved and we are just chasing them. To your response Michael, getting door keys is the basic thing, you never mentioned that these will not be provided otherwise we would have not taken the flat on rent. To the door bell, i'm not sure who the previous tenant was and whether he was happy or not. Also, you agree that condition of sink and bath tub is not good thats why you agree to send a plumber which clearly shows that property wasn't checked properly before giving on rent. Also, its not just bathroom lock its toilet lack as well which is not working and past one week we are using like that and i have no words for that. i'll be happy if you return my full money inclusive of tenancy fees so that i can further look a better place for my family.
I am sorry that you feel this way. The bathroom locks are being attended to following my visit to the property this morning and this will be addressed this week. The door has a door knocker on it, the bell has not worked for many years and the previous tenants have all been happy with people using the door knocker as a means of alerting the tenants to their arrival. The plumber attended the property last week regarding the sink and is returning, as advised to you is coming Thursday to rectify the problem. Individual rooms keys were never promised and were also never requested. I do not feel that the review is as warranted as you say as these matters are in hand and being dealt with.
1/5
GoogleAbsolute Joke, whoever the male is working on the lettings team is a poor excuse of an agent. Remember you are in a customer facing role. Incredibly arrogant, clearly your recruiting is done by novices. The minute i mentioned the property the agent started talking and didn't let me ask a question, then kept rushing me off the phone to make sure what he was saying was correct. came back and said that the 3 minutes of my life he'd wasted by talking at me was incorrect and then proceeded to tell me other information. When continuing with this uneducated arrogant individual i asked why do you need my current door number, began by patronising "its the most basic form of security that we need to do" with a very bad tone. Judging from other reviews on here i'm not the only one, save yourself the hassle there are lots of other agents in this area. Absolute joke. UPDATE: In response to your comment, you should understand that if it was something that was merely protocol it should be explained in a manner that doesn't involve your employee cackling on the phone like i asked the most stupid question there is. The issue you are focusing on is legality and your internal process, I am focusing on your employee's rude tone, obnoxious attitude along with the condescending laughter throughout the first interaction he had with a potential client. So in short, no, I do not need assistance in my search now. Thank you.
We are sorry to hear that you feel this way. We, like most agents take the safety and security of our staff and customers very seriously and the information that was being requested is the standard information that we would ask of anyone registering with us. We cannot send staff out to meet with potential tenants without basic security information. Likewise all Landlords and current tenants expect us to know who we are taking into their properties. The Suzy Lampugh trust (https://www.suzylamplugh.org/) has some good information about this on their website. Again, I am sorry that you feel this way and I would be very happy to talk this through and explain why it is important and see if we can assist you in your search. Michael Wraight - Lettings Director UPDATE Again I am sorry you feel this way. I was in the office at the time of the call, I didn’t get the impression my colleague was doing anything other than asking for basic information, in our industry everybody’s safety and security is important. I am sorry you didn’t like his approach. I hope in the future you will be able to provide your details to agents when asked. I am sorry we haven’t been able to help and you feel my colleague was rude. I wish you luck finding a suitable property. Michael Wraight - Lettings Director
5/5
GoogleMatthew James recently handled the sale of my late mother's property and it was impossible to find fault with the service they provided. The staff were very easy to deal with and their professionalism enabled us to iron out the problems we encountered on the way to achieve more than 98% of the asking price.
Many thanks for the review and your kind words. We will share this with the team. Best wishes
5/5
GoogleI rented a flat through Matthew James and moved out just before Christmas. I’ve been a tenant of theirs for just over 4 years and in that whole time they’ve been nothing more than helpful. Huge thanks to Tina Baisden for everything you’ve done in the time we’ve been in touch, thanks so much again for the quick turnaround in returning our deposit.
5/5
GoogleWe could not recommend Matthew James Estate Agents more. Even during the challenging circumstances of COVID, the agents regularly rang us to talk us through the process and who they were speaking to in the chain to get things moving. They have been professional, efficient, optimistic and always quick to get back to us on any questions or concerns we had. Could not fault the service one bit. Thank you!PositiveResponsiveness, Professionalism
Many thanks for your kind words and we wish you all the best in your new home.
5/5
GoogleVery professional and efficient. Would definitely use again
Many thanks for the kind words, we will share these with the team and we wish you all the best for your onward move.
5/5
GoogleVery professional experience. Yani gives brilliant customer service and professionalism.
Many thanks for your kind words which will be shared with the team
5/5
GoogleI have been so impressed with the professionalism, kindness and efficiency of the team at Matthew James. They went the extra mile to chase delays in the chain and communicated with me openly to ensure that the sale proceeded smoothly. A really exceptional service and I would thoroughly recommend them. A big thank you to the whole team!PositiveResponsiveness, Quality, Professionalism, Value
Many thanks for your review, it has been a pleasure working with you and we wish you all the best for your onward move.
5/5
GoogleMatthew James handled the sale of my flat and my partner's house. They came recommended to us and delivered a fantastic service, everything you would want along with lots of moral support through a tricky process. Highly recommended.
Many thanks for your kind words which will be shared with the team, we have enjoyed working with you both and wish you all the best for your onward move.
5/5
GoogleMatthew James helped us sell our house in Surbtion. I cannot speak highly enough of them. Matthew was brilliant with potential purchasers and James was crucial to ensuring the sale process stayed on track once our purchase and sale were agreed. I would not hesitate to recommend them to other Surbiton selller.PositiveResponsiveness, Quality, Professionalism, Value
Many thanks for your kind words, it was a pleasure working with you and we wish you all the best in your new home
5/5
GoogleExcellent service and wonderfully responsive team. I recently needed their support urgently during the evening on a weekend and Michael Wraight from the Surbiton branch arrived promptly to help me even though they were technically closed. Really supportive and makes you feel safe under their management. Thank you!PositiveResponsiveness, Quality, Professionalism
Many thanks for the kind words and glad that we were able to assist you.
5/5
GoogleThe team at Matthew James are truly experts in the locality and can offer a great deal of advice regardless of whether you are a landlord looking for property management, a prospective tenant, a buyer looking for an investment or whether you are looking to sell. Service is second to none. Highly recommended totally professional firm.
Thank you very much for your positive review, we greatly appreciate your feedback.
5/5
GoogleI have used the Lettings team to let my flats over many years and then the Sales team to subsequently sell the flats. I have been very pleased with the service throughout. I have used a number of agents over the years and consider Matthew James to be the best agent in Surbiton.
Robert, many thanks for your kind words, it has been a pleasure working with you both on lettings and sales over the years and we wish you all the best in your future endeavors.
5/5
GoogleWonderful team at Matthew James. They made the process of finding a home and moving in very smooth. They cannot do enough to help and are very efficient when it comes to requests or help. Thank you again!
Many thanks for your kind review and we wish you all the best with your new home
5/5
GoogleVery pleased with the service from Matthew James. Sold my place for me and everything was done professionally and kept me informed at all times. Would recommend them to anyone buying or selling in Surbiton.
Many thanks for the kind words, we will be sure to pass this on to the team.
5/5
GoogleI have bought and sold with this company, and dealt with James, and Matthew, as well as others internally. They were all fantastic and I have never worked with a better estate agents. Professional, super responsive, helpful and very thorough throughout each sale/purchase.PositiveResponsiveness, Quality, Professionalism
Many thanks for your kind words, it has been a pleasure working with you again and we wish all the nest for your onward move.
1/5
GoogleLied to our landlord about not letting interested buyers view a flat we were renting, causing the landlord to react by terminating our lease. I had a 1 year old toddler at the time. Scumbags
Many thanks for your comments. Could we ask you to please get in touch with us as we are struggling to find your details on our system and would like to understand the situation a bit more.
5/5
GoogleHonest and transparent throughout, worked really hard for us to make our house move happen. Very different from our past experiences with other estate agents. Genuinely excellent market insight and practical advice right to the end. Would fully recommend.PositiveResponsiveness, Quality, Professionalism, Value
Many thanks for your kind words, it has been a pleasure working with you throughout your sale and we wish you all the best with your onward move
5/5
GoogleVery helpful & honest when my flat was up for sale/rent. They actually have an invested interest in the Surbiton market, unlike other 'larger' agents. Will continue to use.PositiveResponsiveness, Quality, Professionalism, Value
Many thanks for the kind words, it has great working with you on the sales and now lettings front.
5/5
GoogleExcellent and professional service from everyone at Matthew James. A special thank you to James Batty who worked tirelessly to ensure the smooth running of our mutual clients sale. His support throughout the transaction was greatly appreciated!PositiveResponsiveness, Quality, Professionalism
Many thanks for your kind words.
5/5
GoogleMatthew James were exceptional, we’d recommend them without hesitation. Having had our house on the market with another agent for 14 weeks, we switched to Matthew James and they found us a buyer within a fortnight, and negotiated a good price. Their post-sales support was outstanding, they were in touch with the whole chain and kept it moving forwards, providing regular updates. Their service is great value for money, we had considered going for an online agent, but I’m glad we didn’t.
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.
Matthew James's Surbiton office has 108 reviews across two platforms: 104 on Google, 4 on Trustpilot. Reviews may appear on more than one platform. Checked 9 October 2026.
Matthew James Surbiton is rated 4.4 out of 5 across all 108 reviews, and 4.5 out of 5 on Google from 104 reviews, checked 9 October 2026.
Matthew James Surbiton, St James House St. James Road, Surbiton KT6 4QH.
Ratings and review counts checked 9 October 2026. Is this your office? Claim your page.
