Trusted Agent profile · Tower Hamlets
★★★★★
511 reviews across 3 platforms
The South Quay Building, 77 Marsh Wall, Canary Wharf, London, E14 9SH, Tower Hamlets, E14 9SH
Ernest-Brooks International's office in Tower Hamlets, at The South Quay Building, is rated 4.8 out of 5 across 511 reviews on three platforms, including 241 Google reviews rated 4.7.
241
Reviews on Google
This office
58
Reviews on Facebook
Business-wide
212
Reviews on Trustpilot
Business-wide
Every review we hold for the Tower Hamlets office, from every platform, shown as written. First names only.
5/5
GoogleMark is an excellent property manager! He's always responsive, professional, and quick to address any issues that arise. Having a great experience with EBI . Highly recommended
Thank you for the great feedback! We’re delighted to hear you’ve had a positive experience with Mark and our team. We appreciate your recommendation and look forward to continuing to serve you!
5/5
GoogleSince I’m based overseas, it’s crucial that the property’s managing agent demonstrates consistent reliability and a high level of accountability. Ernest & Brooks was able to show that they met the standards of reliability and responsibility I required. I first connected with Elliot Rainbow who provided valuable support with furniture selection and installation. Oliver Gates then secured a tenant for me promptly and efficiently. Murat Kaya assisted with key collection and now serves as the designated property manager. Each of them has demonstrated professionalism and a high level of efficiency throughout the process. Thanks very much and highly recommend!
5/5
TrustpilotAhmad Wain
Ahmad Wain. Professional and easy to work. Made looking for a flat an easy and bothersome process.
Thank you Ryan for your fantastic feedback about Ahmad and the Ernest-Brooks International lettings team. We are delighted to hear Ahmad helped make your London flat search smooth, professional and stress-free throughout the process. At Ernest-Brooks International, our London lettings team pride themselves on responsive communication, professional service and helping tenants find the right London rental property with ease. Thank you again for recommending EBI.
5/5
TrustpilotGreat Experience
We have had an amazing experience with Ernest-Brooks International Team. From the first contact, especially considering we have communicated remotely as we were outside of the UK at the time, to the very last moment of moving-in. We would like to thank Michelle Bacon for being so patient with us and for her continuous support.
5/5
GoogleMichelle Bacon made my dreams come true! I could move to my new apartment in less than 2 weeks! I would highly recommend EB estate agency. Professional and easy to deal with!
Thank you so much for your wonderful feedback! We're thrilled to hear that Michelle was able to help you move into your new apartment so quickly. Our team works hard to provide professional and seamless service, and we're glad we could make your experience a positive one. We truly appreciate your recommendation!
5/5
Trustpilot5 stars awarded to Zhiqi He - agent for Ernest Brooks
Our agent Zhiqi He was there for our viewing, was polite and helpful and was always at the end of the phone to answer any questions we had before putting in our offer on a property with Ernest Brooks. She was instrumental in concluding the negotiations and getting the relevant documents from the vendors in order for us to be able to get them to our solicitor in order to proceed.Thank you Zhiqi. We appreciated your calm manner and the fact that you worked beyond normal office hours, you were always reachable and that made a big difference.
5/5
TrustpilotGreat working with Blake
Was great working with Blake, rapid responses and really helpful on my property search
Thank you Tyrique for your fantastic feedback about Blake and the Ernest-Brooks International lettings team. We are delighted to hear Blake was able to provide such rapid responses and helpful support throughout your London property search. At Ernest-Brooks International, our London lettings team pride themselves on responsive communication, proactive service and helping renters secure the right London rental property smoothly and efficiently. Thank you again for recommending EBI.
5/5
GoogleSold my flat through EBI, and they smashed it out the park. Proper marketing, loads of viewings week 1 and 2, and got me a cracking deal in no time (under 1 month). They kept me in the loop the whole way with Maglin soring sales progress and made the process dead easy. If you’re buying or selling, these guys are the real deal!
Thanks, Frederick! We’re glad to have made the sale quick and easy. Maglin and the team loved working with you, cheers for the fantastic review!
1/5
TrustpilotUnpaid invoices
As my previous review have been deleted, here is another one.This company owes me more than £4k of unpaid invoices.If you are new contractor that wants to works with them, think before you do!I am inventory clerk, property’s inspection have been done and reports provided, and they have shared these reports with landlords and tenants, but EBI refuses to pay.I know there are several other contractors that have not been paid as well, so stay away!They make landlord paid for inventories, but never pay back to inventory clerk.This company must be struggling financially if they cannot afford to pay £4k, be careful and think before working with them.Patricija Gadliauskaite, management from EBI please contact me if you have funds to pay.
Hi Patricija Gadliauskaite,We have no record of working with anyone by the name 'Patricija Gadliauskaite' or with the company you mentioned. It seems you might have the wrong company, or perhaps this is a competitor's attempt at leaving a review.UNKNOWN FRAUDULENT REVIEW
1/5
TrustpilotAnother update
LATEST UPDATE ON OUR SAGA DEALING WITH ERNEST BROOKSAs I have said before, they are not a serious Company- my opinion is as valid as theirs but what really matters is facts and evidence. They are obsessed about their reviews, as they hastily try and take down critical reviews while trying to up their good reviews. So I'm not sure how long this will stay up. But seeing as I have used NO intemperate language and only outlined our factual experience in a balanced way I cannot see a genuine reason for this review disappearing post-haste. Anyhow, I will give it another go- and possibly more, as needed..OUR HORRID EXPERIENCE WITH EBI-To us they are not serious about looking after their customers-especially those who decided to leave them when they went in to Administration.WHERE ARE WE AT THE MOMENT?It is now 4 MONTHS since we managed to get out of their clutches- but no overdue money has been forthcoming. I suspect they fob off the ex-tenant as regards refunding their deposit and they fob us off as regards all the repairs and damages we've had to undertake to remedy the flat after the previous tenant left.Every 6 weeks or so, this chap called H of EBI contacts me via email, then asks for all the documentation of invoices/costs incurred- etc. We remind him we've sent it several times before- and then we re-send it. Then he goes quiet again- this is a pattern. I suspect he will contact me in another 4-6 weeks and try to run circles around us, playing those same old games. The outstanding amount is in four figures, so it's not negligible. And in any case, it is the princple of the thing.OUR IMPRESSION--Woeful, woeful Ernest Brooks, highly unprofessional, callous, uncaring. And the problem starts right at the very top.WHAT WE'VE DONE THUS FAR- Written to MyDeposit with an official complaint- they've noted it but have also said their hands are tied as EBI have the deposit amount in their own HSBC account and not with TDS or such-like.WHAT NEXT- I'm starting an official complaint process with TPOS (Property Ombudsman), and more importantly I'm writing to PRS (Property Redress Service)- the latter apparently actually have teeth and I'll keep you posted.FINAL THOUGHTS (for now at any rate)Again, BEWARE, please think twice before thinking of appointing this unprofessional set-up as your agents. It is your hard-earned money after all, and there is a cost-of-living crisis of gigantic proportions that is still hovering over us.Please take care.LondonDoc.
Hi Mrs. Shri Kulkarni,Thanks for leaving your seventh review! As we've mentioned before, you were fully aware of your legal obligations. Just to be clear, no agent will release a tenant's deposit to a landlord because, well, it's illegal.We’re not here to tolerate harassment towards our staff or entertain illegal suggestions. That’s why we decided to part ways and terminate our contract with you, to keep our tenants safe from unethical antics. We hope this clears things up. Best of luck managing your property, and here's hoping no more tenants fall victim to your shenanigans, giving the London market a bad name.
5/5
GoogleI worked with Craig Kelly on my property search and can’t speak highly enough of him and Ernest Brooks. Craig took time to fully understand my requirements and only actively sought to show me property that met my needs. I always felt he went above and beyond in trying to accommodate and support my search. Having seen how hard he worked I am now looking to sell a property through him as I have no doubt he’s the right person for the task. A super guy who was there to support every step of the way!
5/5
TrustpilotHighly Recommend Imran
When trying to sell my flat, I was very impressed with how dynamic and proactive Imran was - he stayed in touch with me weekly, to check in and follow up. I have never had this kind of service before, which definitely stood out for me!When we met in person in London for the valuation, not only did I find Imran to be a really nice person who is easy to get along with, but he was extremely professional and knowledgeable and provided me with all the information I needed. His commitment and work ethic is truly admirable and I would not hesitate to recommend him to others.
5/5
TrustpilotInvaluable help in completing my sale
I’m extremely grateful for the superb work that Maglin put into ensuring that the sale of my flat went through as quickly and smoothly as possible. As I’d never sold a property before, she provided invaluable advice, was always super quick to respond to my questions and highly proactive. Absolutely outstanding service. As a result, I wouldn’t hesitate to recommend that anyone selling a property should use Ernest-Brooks. Many thanks to Maglin and also to Patrick Backos for securing the sale in the first place.
5/5
TrustpilotWe dealt with Oliver from start to…
We dealt with Oliver from start to finish and what a pleasure it was. Oliver was very easy to work with and nothing was too much trouble, going above and beyond at every opportunity. Even if he was unable to answer your call he returned it at the first opportunity.
5/5
TrustpilotGood communication
I’ve recently moved into a new flat and I’m very happy with the support I’ve received from Murat, the property manager. He has been extremely kind, attentive and professional from the very beginning. Any issues I reported were dealt with efficiently and without delay. It’s been reassuring to have someone so approachable and reliable managing the property. I truly appreciate his help and commitment, it has made the whole moving experience much smoother.
5/5
TrustpilotVery friendly and helpful
Very friendly and helpful communication with Blake De-Lande. Would choose EBI again.
Thank you Yuting for your fantastic feedback about Blake De-Lande and the Ernest-Brooks International lettings team. We are delighted to hear Blake was able to provide such friendly, helpful and professional communication throughout your London property search. At Ernest-Brooks International, our London lettings team pride themselves on responsive communication and high-level client service for renters, landlords and relocating clients alike. Thank you again for choosing EBI.
1/5
TrustpilotAnother update on earnest crooks sub international
Another update-It might be best to rename these clowns EARNEST CROOKS INTERNATIONAL. They really are something else- we terminated our contract as EBI did not bother to let us know re: the Adminstrators until the last minute. Thereafter their so-called CEO started to threaten us with all sorts- how he felt this might 'retain' a customer is beyond me. Do they not have any business nouse? Talk about trying to save money...these guys are cowboys- they refuse to return deposits to ex-tenants and they refuse to deduct damages for ex-landlords. They hold on to the money, causing hardship to both sides of their ex-customer profiles, landlords and tenants alike. They lie, they prevaricate, they use obfuscation as a tool to confuse you. What a shoddy bunch of unprofessional people!! What a motley crew!! Even Motley Crue would steer clear of them...Taking these clowns to TPOS makes little sense given that the fines are rarely punitive and all these guys are worried about is- money. We are looking at legal options but would be happy to consider a group action by similarly-wronged clients and I am sure there are many. If people are interested please let me know in your reviews and we can DM thereafter. I do not think we'll see the back of the money EBI will wrongly purloin from loads of ex-clients who have decided to sack them. But we can help prospective clients know about our respective situations so that they are aware.I suspect we'll receive another pointless, intemperate reply from the clownshop but heyho...Londondoc
Hi Mrs. Shri Kulkarni,Thanks for leaving your seventh review! As we've mentioned before, you were fully aware of your legal obligations. Just to be clear, no agent will release a tenant's deposit to a landlord because, well, it's illegal.We’re not here to tolerate harassment towards our staff or entertain illegal suggestions. That’s why we decided to part ways and terminate our contract with you, to keep our tenants safe from unethical antics. We hope this clears things up. Best of luck managing your property, and here's hoping no more tenants fall victim to your shenanigans, giving the London market a bad name.
1/5
Google15/07/2022 I've never written a review for the past letting agencies I've dealt with but after having such a bad experience it wouldn't be fair to people not to share it to know what they could go through. My experience with Ernest-Brooks started quite normally like with any other normal agency, but all problems appeared 7 days before the day they committed to give handover the property to us. By that point the landlord had accepted the offer including the request of a professional cleaning service to be done and the move in date as well, and also we have signed the contract with the specific date we wanted to start our tenancy and also stating the conditions agreed on the offer. 7 days before moving in I received a call from this agency saying that it was not possible for us to move in on our requested date, basically because the tenant had the right to stay for a couple of days more and even if agreed to leave the property initially on our requested date had a last minute change of mind. At that point we didn't have much choice because going through the whole process again would cost us lots of money. They were the complete opposite to helpful and empathetic with us, they didn't care whether we needed to sort accommodation and storage for those days, they just wanted to know if we were going to continue with the tenancy or not. They never recognised responsibility for the extra costs (aprox £500) we had to incur because of their lack of management and professionalism. Anyways by that point we had our hands tied, we were only 7 days away of having to leave our flat with everything arranged for the date we thought we would be able to move to this place so as said looking for somewhere else would have meant spending a lot of money on storage and mainly accomodation. But thinking the worst part was over, when I finally attempted to move to the property on the new date they proved me wrong. The flat was a complete mess, all dirty and stinky, the complete opposite to inhabitable. They knew in beforehand that the tenant made a mess of this property and that a professional deep cleaning was required and they never recognised their fault blamign the tenant. Also we only got one set of keys and if you are two people moving in you would expect to get 2 keys, very basic and simple maths. I'm writing this review while I'm waiting for the cleaning service to arrive and do their job on a cafe because the whole place is disgusting, expecting the job to be done at some point around midnight. Also as of this moment I haven't received confirmation of when I'm going to get the additional set of keys 7 hours after checking in with concierge and them being notified of us having access to the property. To sum up its clear I wouldn't recommend this agency to anyone, the lack of professionalism, responsibility and accountability has been proven in my experience, not to mention how little they care about tenants. To everyone at Ernest-Brooks involved in my tenancy, thanks for making my last 7 days miserable. 27/07/2022 (Update) Update: after almost two weeks of having moved into the new place and all we went through I've got a call from Ernst-Brooks offering only half of what their mismanagement and lack of professionalism cost us, BUT only if I would delete my review from Google because of the negative impact this could have to their business. Not only they were being cheap (how insignificant ~£500 would be for a company of this size) but how miserable you have to be to offer that compensation subject to us doing anything after such a bad experience we had.
Thank you for sharing your experience. We are sorry to hear about the challenges you faced and would like to address some key points to clarify the situation. Tenancy Handover Delay: While we sympathise with the inconvenience caused, the previous tenant exercised their legal right to remain in the property for a few extra days. Unfortunately, such situations are beyond our control, but we did everything possible to communicate and manage the transition effectively within the legal framework. Property Condition: We acknowledge your concerns regarding the property’s state upon move-in. While it is ultimately the landlord’s responsibility to ensure professional cleaning, we should have better managed this aspect to align with the agreed terms. We regret any distress this caused. Keys: We understand that receiving only one set of keys was frustrating and apologise for any inconvenience caused. This matter was promptly escalated and resolved once brought to our attention. Compensation Offer: It was never our intention to make you feel undervalued or pressured. The offer was made as a gesture of goodwill to acknowledge your inconvenience. However, we regret if it came across differently and appreciate your honest feedback. We take your comments seriously and are committed to improving our processes to ensure a smoother experience for all clients. If there’s anything further we can do to address your concerns, please don’t hesitate to contact us directly.
1/5
GoogleI’m a current tenant of a property managed by Ernest Brooks. My partner and I moved in and discovered some issues with the appliances including the oven door cannot be closed, microwave door has a hole. These issues are also stated in the check in inventory report. We then communicated these issues to the property manager (Chris Coles) at Ernest Brooks. After 3 weeks, still no appointments are being arranged to fix them despite numerous phone calls to follow up with Chris who claimed they are getting a quote and was promised to be sent the timeline and next steps two days ago, but did not receive anything at the end. I never heard getting a quote could take more than 3 weeks. The property manger is very passive, if no phone calls to follow up with them, no actions will be carried out from them. These caused me unable to use the oven and microwave for more than 3 weeks. I’m highly disappointed by this.
Thank you for bringing these concerns to our attention. We’re truly sorry to hear about the issues you've faced with the appliances and the delays in addressing them. It’s unacceptable that you’ve had to wait this long without resolution. We take these matters seriously, and we will investigate this situation with Chris to ensure timely follow-up and communication. Please reach out to us directly at 02036218881 so we can resolve this as quickly as possible. We appreciate your patience and understanding.
5/5
TrustpilotI used to manage my own rentals but…
I used to manage my own rentals but switched to Ernest-Brooks and wish I had done it sooner They take care of everything and keep me stress-free Top service from Craig and the team
1/5
TrustpilotAnother update on this clown-show
Update- AVOID THESE CLOWNS is my fervent advice to newbies.I'm away in Toronto but the Ernest Brook shadow still chases me.Tardy, if any, response. Deposit still with EBI.Ex-tenant has not cleared fuel and other bills, damaged the expensive Smartblind system. Thousands of pounds of landlord losse- chappy, useless check-out, paid for well in advance.m, no redress from the utterly useless Administrators of Begby Traynor. So there you have it- a recipe of sewage served on a paper plate by EBI. YUP, go to them- at your own peril.Don't say you weren't warned.....Londondoc
Hi Mrs. Shri Kulkarni,Thanks for leaving your seventh review! As we've mentioned before, you were fully aware of your legal obligations. Just to be clear, no agent will release a tenant's deposit to a landlord because, well, it's illegal.We’re not here to tolerate harassment towards our staff or entertain illegal suggestions. That’s why we decided to part ways and terminate our contract with you, to keep our tenants safe from unethical antics. We hope this clears things up. Best of luck managing your property, and here's hoping no more tenants fall victim to your shenanigans, giving the London market a bad name.
5/5
TrustpilotAttentive, smiley, professional
Cannot say enough good things about Anthony Dorr who helped us find our ideal property. He was very attentive, always prompt in replying and most importantly always smiley! He ensured that we were not "just another client" and made every effort to arrange a viewing promptly, sending us messages and updates way past his working hours and even helping us find a suitable solicitor for the area by searching himself and bringing us in touch! We are confident that we wouldn't have had the success we did if it wasn't for Anthony who ensured that both the sellers and our interest were met without any compromises. What more could you ask? Thank you Anthony and i wish you continuous success with Ernest-Brooks!
1/5
TrustpilotAvoid Ernest brooks (elliot) at all costs.
Please do not have anything to do with Ernest Brook. They went into administration and are now harrasing my tenants despite numerous emails to inform them that I have terminated my contract with them since August 2023. Firstly, Ernest brooks is reluctant to refund my tenants' deposit. Secondly, they have been sending emails to my tenants non-stop without my consent upon termination of contract. thirdly, they are refusing to refund the management fee after termination of contract. these people are deceptive. Beware!
Hi Ms. Lee,It's illegal to touch a tenant's deposit, especially to request we send it to you, the landlord, as you requested. We are sorry you feel the way you do, but we will not break the law or the legislation of our industry.All the best
5/5
FacebookBought a buy to let apartment and furnished it through Ernest Brooks Interiors, really good job and easy from the start, saw a proposal with the floor-plan / space in mind and when installed received photos and a report from a property manager. Would certainly recommend, good price hassle free service from buying off plan to furniture a tenant and rental income, couldn’t as for an easier process. Thanks to Craig Kelly from new homes, Maj from lettings who also did the furniture package for us and Gabby the property manager! Thank you all!
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Ernest-Brooks International's Tower Hamlets office has 511 reviews across three platforms: 241 on Google, 58 on Facebook (across the whole business), 212 on Trustpilot (across the whole business).
Ernest-Brooks International Tower Hamlets is rated 4.8 out of 5 across all 511 reviews, and 4.7 out of 5 on Google from 241 reviews.
Ernest-Brooks International Tower Hamlets, The South Quay Building, 77 Marsh Wall, Canary Wharf, London, E14 9SH, Tower Hamlets, E14 9SH.
