Ealing, London, W5
4/5, 22 reviews
77% recommended
93% lettings valuation accuracy
89% lettings fee satisfaction

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“Pretty hopeless. I don't think we will be using them ......”

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Sep 03,2014
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By: 'Landlordy'
Sep 03,2014
1 people found
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Pretty hopeless. I don't think we will be using them again

First the good ...

We've used them for quite a few years & they have generally found tenants very quickly - that's really really important. All the tenants they've found have been excellent - that's really important.

Now the not so good ¢â‚¬Â¦

Once they've found the tenants, the process seems to be complete carnage. With about a day before the tenants are supposed to move in, references haven't been completed, the tenants haven't paid the deposit and we haven't seen a contract. I'm not sure what the process is supposed to be; RSK never make that clear. Once upon a time we got bank references, but we don't anymore. Is that because it's not possible to get them, or did RSK simply not bother? Impossible to say. This is incredibly frustrating. No one at RSK seems to care ¢â‚¬Â¦

Getting the contract a day before your tenants are due to move in does not give you time to read it, so you may be tempted just to sign it (sign a contract without reading it?). But that means that RSK keep the tenants' deposit, rather than letting you hold it. If RSK are hanging onto ~£2,000 of deposit for every property on their books, that's a lot of money they have that could (should?) be held by landlords. Of course, that's probably just accidental ¢â‚¬Â¦

So, while they find tenants, I'm not convinced they're worth the aggravation.
Next time, we'll be using someone else ¢â‚¬Â¦
What agent could do to change your mind?
Have a simple (e.g. 5-step) process for going from finding tenants to getting them into the property - gathering references, issuing the contract, etc. Provide a contract early. Communicate better, each step of the way. Treating landlords like customer, not a massive inconvenience.
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By: Marilyn Plews
Sep 04, 2014
Hello,

I am really sorry to hear that you have been unhappy with the service provided by our RSK Ealing branch. I am head of Customer Services and I wondered if I could be of any further assistance.

If you could e-mail further details to me at [email protected], I can investigate the situation and try and resolve any outstanding issues for you.

I look forward to hearing from you.

Marilyn

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Latest Reviews

View all Reviews 22
12th Oct 2020
reviewed by 'Osman'
“We have rent the house from RSK Ealing Office 2 years ago. I paid rents on time, I paid full rent ......”
30th Sep 2020
reviewed by 'mike'
“Great service from RSK , Altin quickly found me a tenant as promised when other agencies had been slow to react ......”
5th Mar 2020
reviewed by 'Phillip'
“I have consistently received an excellent service. Any issues that have arisen have always been dealt with promptly and efficiently. ......”
28th Nov 2019
reviewed by 'GS'
“We had a really good experience with RSK and their staff. Very professional. They are great at giving back to ......”
27th Nov 2019
reviewed by 'Ann'
“After a bit of a rocky start, Han promised us that he would find the perfect property for us and ......”
27th Nov 2019
reviewed by 'Doris'
“I was looked after by Han for my move from Glasgow to London. The service I received was knowledgeable and ......”
Opening Hours
  • Monday: 09:00 - 19:00
  • Tuesday: 09:00 - 19:00
  • Wednesday: 09:00 - 19:00
  • Thursday: 09:00 - 19:00
  • Friday: 09:00 - 19:00
  • Saturday: 09:00 - 17:00
  • Sunday: Closed
Address

Robertson Smith & Kempson
15 The Mall
Ealing,London
Greater London
W5 2PJ
02081667639

Performance statistics
Services Valuation Accuracy Fees Satisfaction Min Price of property reviewed Max Price of property reviewed
Lettings 93% 89% £850 £3,100
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From Landlords From Tenants From Vendors From Buyers Other
12 2 3 3 0 0 1 0 1 0
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Acton, W3
Ealing London, W5
Hanwell, W7
Northfields, W13

“The Worst letting agency experience , unprofessional...”

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Oct 12,2020
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Altin
By: 'Osman'
Oct 12,2020
0 people found
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We have rent the house from RSK Ealing Office 2 years ago. I paid rents on time, I paid full rent on the 8th of September while I was leaving the property on the 14th September. There has been no delay on any of my obligations. ...
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By: Sarah Tranter
Nov 10, 2020
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Dear Osman, I am sorry to read your review and understand that this matter has been dealt with by the office. Kind regards, Sarah Tranter ...

“Great service from RSK , Altin quickly found ......”

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Sep 30,2020
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By: 'mike'
Sep 30,2020
0 people found
this helpful
Great service from RSK , Altin quickly found me a tenant as promised when other agencies had been slow to react and Reeta the lettings consultant for RSK has given a superb service in making sure everything runs smoothly since. As a new RSK customer I ...
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“Letting with RSK, Ealing...”

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Mar 05,2020
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Molly
By: 'Phillip'
Mar 05,2020
1 people found
this helpful
I have consistently received an excellent service. Any issues that have arisen have always been dealt with promptly and efficiently. I would have no hesitation in recommending them to other letters....
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“We had a really good experience with RSK and ......”

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Nov 28,2019
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By: 'GS'
Nov 28,2019
0 people found
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We had a really good experience with RSK and their staff. Very professional. They are great at giving back to the local community and sponsor the local school fairs and Ealing Trailfinders minis. Would highly recommend....
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“He delivered as promised...”

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Nov 27,2019
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Han
By: 'Ann'
Nov 27,2019
0 people found
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After a bit of a rocky start, Han promised us that he would find the perfect property for us and HE DELIVERED!!! Once he understood our needs he showed us a flat with the perfect location, great space and layout. Han is very professional in ...
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“I was looked after by Han for my move from Gl......”

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Nov 27,2019
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Han
By: 'Doris'
Nov 27,2019
0 people found
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I was looked after by Han for my move from Glasgow to London. The service I received was knowledgeable and efficient...
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“RSK Han Okoz...”

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Nov 11,2019
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Han
By: 'Nikolett'
Nov 11,2019
0 people found
this helpful
I have just recently moved to London and this is my first very own tenancy. Han was very helpful and cooperative from the beginning and even thought this was just the second place I have viewed, I felt this will be the right choice and ...
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“I thoroughly recommend RSK in Ealing. I was i......”

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Oct 24,2019
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Molly
By: 'Julian'
Oct 24,2019
0 people found
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I thoroughly recommend RSK in Ealing. I was initially signed up with another agency in the area who were unable to find tenants. Molly and Han quickly took stock of the situation and secured a three year tenancy at the full asking price. Highly efficient ...
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“Recently we used RSK to find tenants for pro......”

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Jul 15,2019
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Altin
By: 'Liz'
Jul 15,2019
0 people found
this helpful
Recently we used RSK to find tenants for property we own. Altin from the Ealing office was extremely helpful. and found a delightful couple for us within a few days. It was great dealing with Altin and he acted in a competent and professional manner, ...
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“RSK Ealing lettings staff deserve an award...”

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Jul 12,2019
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Altin
By: 'Joseph'
Jul 12,2019
0 people found
this helpful
As a Landlord, I have been interacting with Altin Ismaili (Lettings Manager) and Kim Mellor (Senior Property Manager) for about two years now. Over that period of time they both have been highly professional and very courteous when dealing with either my wife or myself. ...
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“Great rental agents...”

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Jul 11,2019
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Altin
By: 'mark'
Jul 11,2019
1 people found
this helpful
We have a property in West Ealing and have been using Robertson Smith & Kempson for years (6 years) to rent out our property. Throughout this time I have nothing but positive things to say about the service we've received from them. Not only are they prompt, ...
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“Successful Letting...”

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Jun 12,2019
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Molly
By: 'Liz'
Jun 12,2019
0 people found
this helpful
Molly kept us up update throughout the period while we were waiting to find tenants. Numerous viewings were arranged until we found the ideal tenant....
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Comment on agent fees
It would be good to have a loyalty discount on a scale for landlords who give repeat business
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“Simply Ignoring...”

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Apr 08,2019
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Molly
By: 'Marcel'
Apr 08,2019
2 people found
this helpful
We have a dispute with one of the landlady that they work with and when i raise a complaint to them asking them why they associates their name with her they say is not my problem/this is just my opinion their reputation is not ...
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Comment on agent fees
agent fees are exactly the same like any other agent.
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“very efficient...”

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Feb 12,2019
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kim
By: 'Gerard'
Feb 12,2019
0 people found
this helpful
I found Kim Mellor of the property management team to be very efficient and friendly in dealing and resolving issues with my tenants. I would recommend her highly.Reasonable...
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Comment on agent fees
Reasonable.
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“As a Landlord the whole team at the Ealing branch, ......”

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Mar 23,2017
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Molly
By: 'Andrew'
Mar 23,2017
0 people found
this helpful
As a Landlord the whole team at the Ealing branch, especially Molly, Altin and supported by Phil did a first-class job. I was kept informed at all times. They successfully found a corporate client during in the traditionally quiet Christmas period. I would highly recommend ...
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Comment on agent fees
Fees are in line with the market.
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By: Marilyn
Mar 27, 2017
View all comments (1)
Dear Andrew, We are delighted to read that our Ealing Office achieved our aim of delivering a five star service. Thank you for taking the time to leave your review. We wish you all the best for the future. Kind regards, Marilyn Head of Customer Relations ...

“Known RSK for a number of years but have found ......”

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Feb 17,2017
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By: 'Ex'
Feb 17,2017
1 people found
this helpful
Known RSK for a number of years but have found them extremely unresponsive when tenancy goes wrong and frankly very disappointing....
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By: Marilyn
Feb 17, 2017
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Dear Sir/Madam, I am very concerned to read your review and keen to discuss this with you. If you could contact me at [email protected] and provide me with further details, I would like to look into this matter on your behalf. Kind regards, Marilyn Head of Customer Relations ...

“RSK have serious difficulties finding a tenant for an immaculately ......”

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Apr 08,2016
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By: 'Unfair'
Apr 08,2016
4 people found
this helpful
RSK have serious difficulties finding a tenant for an immaculately presented 1 bedroom flat in Ealing after 8 weeks of marketing it. Their contracts are heavily focused on landlord's rights, but tenants have very little say, they make tenants pay for all fees associated with early termination ...
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Comment on agent fees
n/a
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By: Marilyn
Jun 24, 2016
View all comments (1)
Hello, I am really sorry to hear that you have been unhappy with the service provided by our RSK Ealing Office, I am head of Customer Relations and I wondered if I could be of any further assistance. If you could e-mail further details to me at [email protected], I can investigate the situation and try and resolve any outstanding issues for you. I look forward to hearing from you. Marilyn ...

“I've had a positive experience with Altin. He has been ......”

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Feb 12,2016
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Altin
By: 'Alizaeh'
Feb 12,2016
0 people found
this helpful
I've had a positive experience with Altin. He has been very prompt with his replies and quick to send through required documents. He has also been professional and friendly throughout. I would recommend his services to other landlords seeking tenants....
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Comment on agent fees
Good.
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By: Marilyn
Feb 17, 2016
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Hello, I am the Customer Services Manager here at Robertson Smith & Kempson, which is part of the Thamesview group. I just wanted to say thank you for your kind comments about the service you received. It is always nice to read about happy customers. Marilyn ...

“As a new landlady it took a while to understand ......”

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Dec 16,2014
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Michaela
By: 'Ann'
Dec 16,2014
0 people found
this helpful
As a new landlady it took a while to understand how the process worked and what sort of tenant I was looking for. However, eventually I ended up with delightful tenants on a 2 year fixed term. Micaela was doggedly persistant. Andrew efficient and helpful in ...
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Comment on agent fees
RSK fees are higher than other agents by 1 or 2%.
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By: Marilyn Plews
Dec 22, 2014
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Hello, I am head of customer services here at RSK and I just wanted to say thank you for your kind comments about the service you received. It is always nice to read about happy customers. Marilyn ...

“Andrew constantly went above and beyond to ensure that our ......”

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Oct 09,2014
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Andrew
By: 'Nikki'
Oct 09,2014
0 people found
this helpful
Andrew constantly went above and beyond to ensure that our transition was as smooth as possible. This included repeatedly working late in evening and even making phone calls on our behalf from the airport during his own leave. We have been thoroughly impressed by his ...
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Comment on agent fees
Very happy with paying fees, especially as Andrew continuously went above and beyond.
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By: Marilyn Plews
Oct 14, 2014
View all comments (1)
Hello, I am head of customer services here at Robertson Smith & Kempson and I just wanted to say thank you for your kind comments about the service you received. It is always nice to read about happy customers. Marilyn ...

“Pretty hopeless. I don't think we will be using them ......”

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Sep 03,2014
Minithumbdown
By: 'Landlordy'
Sep 03,2014
1 people found
this helpful
Pretty hopeless. I don't think we will be using them again First the good ... We've used them for quite a few years & they have generally found tenants very quickly - that's really really important. All the tenants they've found have been excellent - that's really ...
read full review
What agent could do to change your mind?
Have a simple (e.g. 5-step) process for going from finding tenants to getting them into the property - gathering references, issuing the contract, etc. Provide a contract early. Communicate better, each step of the way. Treating landlords like customer, not a massive inconvenience.
Attached Filesnbsp;
Feature review Comments (1) Report abuse Print review
Was this helpful? Yes
By: Marilyn Plews
Sep 04, 2014
View all comments (1)
Hello, I am really sorry to hear that you have been unhappy with the service provided by our RSK Ealing branch. I am head of Customer Services and I wondered if I could be of any further assistance. If you could e-mail further details to me at [email protected], I can investigate the situation and try and resolve any outstanding issues for you. I look forward to hearing from you. Marilyn ...

“I am very pleased with the service offered by RSK, ......”

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Aug 27,2014
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By: 'Maria'
Aug 27,2014
0 people found
this helpful
I am very pleased with the service offered by RSK, this is the second time I use this company to market my property and they have always been very efficient, professional and trustworthy. On this occasion they have achieved a very good rental price for ...
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By: Marilyn Plews
Sep 04, 2014
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Hello, I am head of customer services here at RSK and I just wanted to say thank you for your kind comments about the service you received. It is always nice to read about happy customers. Marilyn ...
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