60% lettings valuation accuracy
27% lettings fee satisfaction
Nov 07,2018
Nov 07,2018
8
people found
this helpful
this helpful
I'm a landlord who has been using M&P for over ten years but I will never use them again. There head office tenancy management team are extremely disorganised and make endless mistakes and then just don't apologise for them or handle their errors in a professional manner.
In my last tenancy with them, their first mistake was not taking the inventory make fee from the credit card as requested.
During the tenancy, M&P collected the rent. On two occasions the rent was several weeks late, and no one from M&P's tenancy management team had noticed. I had to chase them up to chase the tenants which completely defeats the purpose of the rent collection service (which I was obviously paying for).
When the tenants were moving out, I was told via email by M&P that they would take the check out fee from the last months rent.
However, almost 8 months after the tenancy ended, I received an email from M&P stating that I have not paid for the check out and that I need to make payment immediately.
I then had to dig out all the old landlord statements, and check against my bank statements to see if the payment had in fact not been deducted which wasted an hour of my time.
There was no apology on that email or acknowledgement that the mistake was M&P's. Only when I raised this as a complaint did I get a one line apology saying it was an administrative error.
When I asked a manager to look into it, it took a few days for them to come back to me and I received an email which said 'I'm sorry you felt the need to escalate this to me'.
Anyone with any sense of how to work in a customer focused environment would know that is not an apology by any stretch of the imagination.
Of course the email ended with a demand to make payment asap - we are talking about £144 here. A sum which is fraction of what I have paid to M&P over the years and one that I would of course pay if they could admit their errors and apologise for them in a proper manner.
I really should have known better than to use them again. Back in 2012, almost a year after a tenancy ended they again came demanding payment for some fees that they had actually incorrectly calculated and not claimed from the tenant as well. The whole fiasco dragged on for months before they finally admitted their errors and cancelled the demand 'as a gesture of goodwill'.
It's a shame because I think the agents in their North Kensington lettings office are very good, but I use an agent to help save me some time in managing my properties, not cause me to waste more time cleaning up after the mistakes of the back office team.
In my last tenancy with them, their first mistake was not taking the inventory make fee from the credit card as requested.
During the tenancy, M&P collected the rent. On two occasions the rent was several weeks late, and no one from M&P's tenancy management team had noticed. I had to chase them up to chase the tenants which completely defeats the purpose of the rent collection service (which I was obviously paying for).
When the tenants were moving out, I was told via email by M&P that they would take the check out fee from the last months rent.
However, almost 8 months after the tenancy ended, I received an email from M&P stating that I have not paid for the check out and that I need to make payment immediately.
I then had to dig out all the old landlord statements, and check against my bank statements to see if the payment had in fact not been deducted which wasted an hour of my time.
There was no apology on that email or acknowledgement that the mistake was M&P's. Only when I raised this as a complaint did I get a one line apology saying it was an administrative error.
When I asked a manager to look into it, it took a few days for them to come back to me and I received an email which said 'I'm sorry you felt the need to escalate this to me'.
Anyone with any sense of how to work in a customer focused environment would know that is not an apology by any stretch of the imagination.
Of course the email ended with a demand to make payment asap - we are talking about £144 here. A sum which is fraction of what I have paid to M&P over the years and one that I would of course pay if they could admit their errors and apologise for them in a proper manner.
I really should have known better than to use them again. Back in 2012, almost a year after a tenancy ended they again came demanding payment for some fees that they had actually incorrectly calculated and not claimed from the tenant as well. The whole fiasco dragged on for months before they finally admitted their errors and cancelled the demand 'as a gesture of goodwill'.
It's a shame because I think the agents in their North Kensington lettings office are very good, but I use an agent to help save me some time in managing my properties, not cause me to waste more time cleaning up after the mistakes of the back office team.
Comment on agent fees
Their fees are the highest of local agents, but as they are upfront about this that's fine. However, if they can't deliver the service that they are being paid for, then that is not fine.
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Latest Reviews
27th Nov 2023
reviewed by 'Alexandre'
1st Aug 2023
reviewed by 'Leire'
27th Apr 2022
reviewed by 'alastair'
1st Dec 2020
reviewed by 'Perla'
17th Sep 2020
reviewed by 'Rashad'
5th Jun 2020
reviewed by 'Nikos'
Opening Hours
Address
Marsh & Parsons
80 Hammersmith Rd
Hammersmith,London
Greater London
W14 8UD
020 8846 2320
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Lettings | 60% | 27% | £1,300 | £6,600 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 0 | 6 | 0 | 11 | 0 | 0 | 0 | 0 | 0 | 0 |
Areas covered
Services offered
- Sales
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- Block Management
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- Conveyancing
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Nov 27,2023
Nov 27,2023
1
people found
this helpful
this helpful
I have been a tenant in a property 'managed' by M&P Hammersmith since the 21st of August 2023. Since moving in, they have been short from being unhelpful and flippant. There are several issues with the property that have either been conditional to our offer, ...
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Jul 11, 2024
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(1)
Dear Alexandre, I am sorry to read your 1* review. I am unable to locate you on our database. If you could provide us with more information at [email protected]. I can look into this further for you. Kind regards, Lesley, Customer Relations Team ...
Aug 01,2023
Aug 01,2023
2
people found
this helpful
this helpful
AVOID AT ALL COSTS. After numerous emails with the agency (Sara Fernandes), Marsh and parsons, they refused to give our deposit back or negotiate. They were claiming deductions that were not correct and all due to a misleading information between the agency and the landlord. ...
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Jul 11, 2024
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(1)
Dear Leire, I am sorry to read your 1* review. I am unable to locate you on our database. If you could provide us with more information at [email protected]. I can look into this further for you. Kind regards, Lesley, Customer Relations Team ...
Apr 27,2022
Apr 27,2022
1
people found
this helpful
this helpful
They are a nightmare to deal with. Tried to escalate within the business but was told I was dealing with a senior person and could only be handled by a colleague. They are trying to claim rent from a period after my daughter had left ...
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Dec 01,2020
Dec 01,2020
0
people found
this helpful
this helpful
Awful experience. They kept quiet about all hidden costs and said I would only be charged 10% of the rent. Asked me to pay lots of extra fees in advance and then the month when I expexted to receive £2050 for the rent of ky property, I ...
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Sep 17,2020
Sep 17,2020
0
people found
this helpful
this helpful
Avoid using Marsh and Parsons' service at any cost. Wouldnt exaggearte to say it was the most terrible experience I have ever had working with anyone in my life.
They found a tenant without any due diligence who stopped paying rental after a month. I ...
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Jun 05,2020
Jun 05,2020
2
people found
this helpful
this helpful
Renting a property with Marsh & Parsons has been my worst experience I had with a lettings office.
We were renting a 3 bedroom furnished flat in Fulham. Upon arrival, 1 of the 3 beds in the property was dismantled and thus, unusable. We made numerous complaints to the ...
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Oct 29,2019
Oct 29,2019
4
people found
this helpful
this helpful
Absolutely the most unprofessional, borderline criminal estate agents you will find in London. From lies to loosing original documentation, they manipulate facts, and evade any responsibility towards their mistakes. And if you try to complain, they will bully and harass, tenants and landlords alike, until, ...
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Oct 10,2019
Oct 10,2019
3
people found
this helpful
this helpful
Marsh and Parsons managed the house I rented for two years. They also acted for the landlord. The service they offer was abysmal and completely biased toward the landlord. I am now waiting for my deposit to be returned. Of course they are working with ...
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Mar 27,2019
Mar 27,2019
6
people found
this helpful
this helpful
We had them rent our over the course of 2 yrs. Each tenancy was a nightmare. Not due the tenants but due to the inefficiency of M&P. Rents were to be all inclusive. They would never tell the tenants that and tenants kept changing bills ...
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Comment on agent fees
Very high for terrible service
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Nov 07,2018
Nov 07,2018
8
people found
this helpful
this helpful
I'm a landlord who has been using M&P for over ten years but I will never use them again. There head office tenancy management team are extremely disorganised and make endless mistakes and then just don't apologise for them or handle their errors in ...
read full review
read full review
Comment on agent fees
Their fees are the highest of local agents, but as they are upfront about this that's fine. However, if they can't deliver the service that they are being paid for, then that is not fine.
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Sep 14,2018
Sep 14,2018
6
people found
this helpful
this helpful
We have rented from then since March 2018, renting a reasonably pricey property. They are the most incompetent and also dishonest agency I have come across in 14 years renting in London. Very pushy ahead of us signing the lease, very unresponsive since then. They have not ...
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Comment on agent fees
Too high for their poor service
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Sep 05,2018
Sep 05,2018
1
people found
this helpful
this helpful
Northcote Road branch found good tenants. However, I would not recommend the management service for non-resident landlords. 5 property managers in 3 years. Due to not meeting the required standard of service, the tenants contacted us, the landlords, directly, and it required us to intervene, visit the ...
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Comment on agent fees
The highest fees in SW11 when I did a benchmark in June 2018.
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Aug 08,2018
Aug 08,2018
2
people found
this helpful
this helpful
From the moment you pay they will leave you absolutely alone. If you need any help with your flat you will find out that they do not manage the property and you should contact a landlord who if you are lucky will help you. But ...
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Jun 22,2018
Jun 22,2018
2
people found
this helpful
this helpful
I have found my experience with Marsh & Parsons to be truly horrendous. Aside from keeping my deposit over 4 months, the communication was exceptionally poor and there were substantial amounts of hidden fees that I was asked to agree to over email without seeing any breakdowns. ...
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Comment on agent fees
The agent consistently asked for agreement on fees without presenting the total amounts. The fees were much higher than market average or was expected.
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Jun 01,2018
Jun 01,2018
4
people found
this helpful
this helpful
My experience with the Property & Tenancy Management team at Marsh & Parsons Head Office has been so awful that I have had to file a formal complaint that was not addressed properly so now sending my complaint to the Property Ombudsman.
On top of that I ...
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Comment on agent fees
Awful, you pay ridiculous fees and they pander to the Landlord
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Jan 23,2018
Jan 23,2018
5
people found
this helpful
this helpful
TERRIBLE estate agent, however AMAZING recruitment agency!
They showed me the best way in life how to make money. You just need to work as a lightbulb changing contractor and you will earn millions! After our check out they wanted to charge me £96 for someone ...
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Comment on agent fees
way to high see my comments
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Aug 10,2017
Aug 10,2017
5
people found
this helpful
this helpful
Joseph Stoll and almost every customer service rep that i dealt with at Marsh and Parsons were inept and rude. Every time there was an issue with the apartment i had to reach out to marsh & parsons multiple times to get things done. at one ...
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No fees information available
Kindly note that legally, letting agents need to publish information about their tenancy fees, government-approved redress schemes and client money protection schemes on their website and on third party websites (on which agents are listed). For properties to lease/rent in England, agents need to keep this information up to date and precise on allAgents or specify within the property description.
Complaints Procedure
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