67% sales valuation accuracy
75% sales fee satisfaction
89% lettings valuation accuracy
81% lettings fee satisfaction
Dec 10,2013
Dec 10,2013
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I signed a tenancy agreement with a landlord connected with RSK with a few special conditions. All the emails I received from RSK agents confirmed that the conditions will be met, several times.
On the commencement date, I was shocked to see that the landlord has reneged on the special conditions and RSK as the mediator, had not even verified. When I spoke with the landlord that evening, he flatly refused to do this work as per the contract. This alarmed me and I requested the annulment of the agreement since that's the only thing l asked for, and did not get.
Now, instead of returning my deposit and helping me out, RSK told me that this issue was between the landlord and I, and they could only facilitate a mediation! They were interested in getting paid whether the deal was successful or not. Eventually, I lost one month's rent, had to move all my stuff into storage and get into a short term let. The stress has been enormous, especially with a pregnant wife.
RSK did nothing to help me and don't care about anybody as long as they can leech off someone's money. A complaint sent to their customer services a month back is still unanswered. Very, very disappointing indeed.
On the commencement date, I was shocked to see that the landlord has reneged on the special conditions and RSK as the mediator, had not even verified. When I spoke with the landlord that evening, he flatly refused to do this work as per the contract. This alarmed me and I requested the annulment of the agreement since that's the only thing l asked for, and did not get.
Now, instead of returning my deposit and helping me out, RSK told me that this issue was between the landlord and I, and they could only facilitate a mediation! They were interested in getting paid whether the deal was successful or not. Eventually, I lost one month's rent, had to move all my stuff into storage and get into a short term let. The stress has been enormous, especially with a pregnant wife.
RSK did nothing to help me and don't care about anybody as long as they can leech off someone's money. A complaint sent to their customer services a month back is still unanswered. Very, very disappointing indeed.
What agent could do to change your mind?
Compensate me for the mishandling of the caseAttached Filesnbsp;
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Latest Reviews
10th Nov 2023
reviewed by 'Adam'
29th Aug 2021
reviewed by 'Nicola'
4th Apr 2019
reviewed by 'Daniel'
1st Mar 2019
reviewed by 'Jessica'
Opening Hours
Address
Robertson Smith & Kempson
116 Northfield Avenue
Northfields,London
Greater London
W13 9RT
020 8566 2340
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Sales | 67% | 75% | £100,000 | £365,000 |
| Lettings | 89% | 81% | £900 | £3,000 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 9 | 1 | 21 | 7 | 2 | 1 | 1 | 2 | 1 | 2 |
Areas covered
- W13
- W5
- W7
- TW8
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Rankings
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Overall
Latest Properties
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Nov 10,2023
Nov 10,2023
0
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Our experience with RSK has been shocking. We have been contacting them relentlessly for the past month trying to be updated on the status of our deposit - every email has been ignored and of the 100s of phone calls, only a few have been ...
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Aug 29,2021
Aug 29,2021
3
people found
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Our experience with the RSK Northfields office has been a horrific one. They were dishonest with us from the beginning of the tenancy and seem to lack general knowledge on how to communicate with their clients.
Due to unforeseen circumstances we had to surrender our ...
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Nov 28,2019
Nov 28,2019
0
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RSK Northfields have been amazing, from the initial valuation to their attention to detail starting with the photographs and marketing to managing the viewings. Within only a few days they had generated a lot of interest in the property and within two weeks we had ...
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May 16,2019
May 16,2019
0
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We have used RSK Northfields office to manage our property for nearly 10 years now. We have just relet after 3 years with the same tenant. The process was handled professionally by Andrew and his team. We secured a new tenant extremely quickly with just a few ...
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Comment on agent fees
No comment
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Apr 04,2019
Apr 04,2019
0
people found
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Andrew Healy looked after the whole process of letting our property, and it has been a great experience, being from out of town and purchasing a property to rent is always a leap of faith and we were glad to of been recommended such a ...
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Comment on agent fees
The fee charges were fair for the service I have received.
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Mar 01,2019
Mar 01,2019
1
people found
this helpful
this helpful
I have been overwhelmed with the help and customer support I have received from Andrew, Rhiannon and the whole RSK team in Northfields.
We are private tenants moving from North London to a new area and unfortunately when I arrived at our new property there ...
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Dec 12,2018
Dec 12,2018
0
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I'd been looking at the Northfields area when I discovered Tim Crowley who knows the area like the back of his hand. He's got his finger on the pulse of the market, suits the property to the person, and is unfailingly polite and a pleasure ...
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Comment on agent fees
The fees are standard
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Oct 31,2018
Oct 31,2018
0
people found
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Angelina is an efficient, detail orientated and highly competent estate agent. Her insight into property is second to none.
She established an excellent rapport with myself, my husband, our property lawyers and the seller. She was able to represent the interests of all parties allowing ...
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Comment on agent fees
Good
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Oct 06,2017
Oct 06,2017
0
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I have used RSK Northfields as my letting agents for six years. I have always had excellent service. The staff are courteous, efficient, helpful and knowledgeable. They always return calls and do what they have said they will.
The staff member I have been dealing ...
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Comment on agent fees
At first I thought the fees were high, but the excellent service and the quick turnaround when tenants leave make it worth it.
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Oct 17, 2017
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(1)
Dear Liz,
We are delighted to read that our Northfields 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,
Asma Customer Relations Manager ...
Aug 11,2017
Aug 11,2017
0
people found
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this helpful
Professional in dealing with customers, helpful and very kind treatment. always offering you viewing for new properties till you get what you like and be satisfied....
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Comment on agent fees
very good
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Aug 14, 2017
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(1)
Dear Ahmed,
Thank you very much for your great review regarding our Northfields Office. Feedback is very important to us and we appreciate you taking the time to post this.
I would like to wish you all the best for the future and hope we can be of assistance to you again should you be considering moving.
Kind regards,
Asma Chughtai Customer Relations Manager ...
Jun 29,2017
Jun 29,2017
0
people found
this helpful
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I have been renting for over 20 years, and this is the first and last time I will ever use RSK letting agents, the way the want to treat people is not acceptable. They tell a lot of lies and they just like to stressing people ...
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Comment on agent fees
No comment, I've live at my address for 3 years.
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Mar 04, 2018
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(2)
Is RSK worth the RiSK?
Hi there
We're compiling testimony about RSK. Would you be interested in sharing your story?
Thanks ...
Jun 20,2017
Jun 20,2017
0
people found
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First off I would like to say this is regarding the Northfields branch specifically. There has been a complete lack of communication between staff members, departments etc, including but not limited to last minute changes to check out dates, check out times, domestic versus professional ...
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Comment on agent fees
Irrelevant due to the lack of service provided.
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Mar 04, 2018
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Is RSK worth the RiSK?
Hi there
We're compiling testimony about RSK. Would you be interested in sharing your story?
Thanks ...
Nov 13,2016
Nov 13,2016
0
people found
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RSK in Northfields found me a great flat that met all my requirements. Tristan had a very good knowledge of the area and market conditions. He was patient with me while we searched for the perfect property. As soon as the flat was on the ...
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Comment on agent fees
Good
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Dec 06, 2016
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(1)
Dear Robert,
Thank you for taking the time to leave your review. I just wanted to say thank you for your kind comments about the service you received. Feedback is very important to us and it is always nice to read about happy customers.
Kind regards,
Marilyn Plews Head of Customer Relations ...
Nov 05,2016
Nov 05,2016
0
people found
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Tristan was attentative and extremely helpful in negotiations with the landlord, punctual and generally attentative. I didn't give 5* because a sofa we were told was available before we made our offer, turned out not to be available nor replaceable when came to signing of the ...
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Comment on agent fees
Fair
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Nov 09, 2016
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(1)
Dear Sir/Madam,
Thank you for your review and your kind words about Tristan in our Northfields Office.
I would like to take this opportunity to wish you the very best for the future.
Kind regards,
Marilyn
Head of Customer Relations ...
Nov 04,2016
Nov 04,2016
2
people found
this helpful
this helpful
Tristan and RSK were professional and efficient throughout the process and did not hassle or push like some other estate agents can do....
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Comment on agent fees
The fees were reasonable and cheaper than all the other agents I dealt with.
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Nov 09, 2016
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Dear Emma,
Thank you for your review.
I do hope we can assist you again in the future and I would like to take this opportunity to wish you all the best.
Kind regards,
Marilyn Plews
Head of Customer Relations ...
Nov 01,2016
Nov 01,2016
1
people found
this helpful
this helpful
Tristan was professional and friendly through out the letting process and has closely followed up and communicating clearly and efficiently until the deal has been done and even after we have moved in to the new property. I wish him all the best indeed....
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Comment on agent fees
Should be reduced. Also I suggest to remove the agent's deposit of gbp 750 as this gives the customer more confidence in the agent.
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Nov 09, 2016
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(1)
Dear Ahmed,
Thank you for your review regarding your experience with Tristan in our Northfields office.
I do hope you have settled in well to your new home and look forward to assisting you again in the future.
Kind regards,
Marilyn Plews
Head of Customer Relations ...
Oct 26,2016
Oct 26,2016
1
people found
this helpful
this helpful
Tristan was very helpful from the very beginning until very end of the process of searching a house to rent. Always professional and keen to help, easy to work with. Could not ask for better letting consultant....
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Comment on agent fees
Fees could be lower
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Oct 28, 2016
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(1)
Hello,
I am the Head of Customer Relations here at Robertson Smith & Kempson. I just wanted to say thank you for your kind comments about the service you received. Feedback is very important to us and it is always nice to read about happy customers.
Marilyn ...
Nov 03,2015
Nov 03,2015
0
people found
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I just wanted to send you an email to thank you for all your help with the sale of our property in Northfields. I found you all to be very personable, professional and concerned to get the best result for myself and my wife. I ...
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Nov 03, 2015
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Hello,
I am the Customer Services Manager here at RSK, 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 ...
Jun 05,2015
Jun 05,2015
5
people found
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this helpful
Where shall I start? No customer service skills what so ever. We have offered on property with Tim, I wish never walked up to his desk when going into their office in Northfields. I am sure he is confident in himself knowing the market as ...
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Mar 20, 2019
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We’ve recently viewed a property through this agent. Made an asking price offer and was then asked to use their financial advisor and solicitors or we wouldn’t get the property. We couldn’t change solicitors so we didn’t get the property...??? ...
Apr 07,2015
Apr 07,2015
0
people found
this helpful
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We had dealt with this branch in the past and were pleased with the service then. This time again, we found a very dedicated agent who understood our needs, was never pushy and tried to find the perfect place for us. He succeeded and we ...
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Comment on agent fees
Compared to other estate agents, reasonable and justified fees. Helpful in the negotiation.
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Jun 02, 2015
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Hello,
I am the Customer Services Manager 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 ...
Apr 01,2015
Apr 01,2015
0
people found
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Andrew dealt with finding new tenants for the property in an extremely efficient and professional manner, any enquiries we made were dealt with quickly and a tenant was found before the property was actually available at a good rental. We could not have asked for ...
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Comment on agent fees
Happy with upfront fees agreed - a little disappointed to find the small print contained 'admin fee' on top of those fees
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Jun 02, 2015
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Hello,
I am the Customer Services Manager 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 ...
Mar 06,2015
Mar 06,2015
0
people found
this helpful
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He was very sincere with us throughout the process from finding a property to settling in and was always quick to respond to our questions and requests. I also appreciated his friendliness (he is so good with kids!) The only thing that would have been ...
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Apr 27, 2015
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Hello,
I am the Customer Services Manager 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 ...
Jan 30,2015
Jan 30,2015
0
people found
this helpful
this helpful
Andrew was extremely professional and helpful throughout. He always responded quickly and nothing was too much trouble. It made the whole letting process quick and easy....
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Jan 22,2015
Jan 22,2015
0
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Andrew & Michaela were extremely helpful during the whole process of finding us quality tenants. We will definitely use their services again....
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Apr 27, 2015
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(1)
Hello, I am the 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 ...
Jan 12,2015
Jan 12,2015
0
people found
this helpful
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Andrew was very helpful, he provided not only excellent customer service, but went extra mile with arranging the viewing of the property, also all necessary informations regarding landlord and house cleanliness.
We are very pleased with the service.
I will recommend Andrew to all my ...
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Comment on agent fees
The fees are fair.
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Jan 19, 2015
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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 ...
Dec 19,2014
Dec 19,2014
0
people found
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Andrew was very helpful. I was informed by him about the progress on our house rental.
Andrew have exceptional communications skills and always try to advice the best of possible solution.
I'm very happy with the overall experience in Northfiels branch.
I will recommend it ...
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Dec 22, 2014
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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.
Merry Christmas!
Marilyn ...
Dec 17,2014
Dec 17,2014
0
people found
this helpful
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What I liked about Andrew was that he went beyond being an agent, I felt that he personally wanted to help us, it was important to him to do that. We were part of a chain and it got pretty complex and tricky but he ...
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Feb 25, 2015
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Hello,
I am one of the Customer Services Managers 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 ...
Oct 31,2014
Oct 31,2014
0
people found
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During the initial viewing of the property, the agent in question was very polite and knowledgeable. Out of all the agents I had communicated with during my property search, this one stood out in terms of his professionalism, availability and reliability....
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Nov 11, 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 ...
Oct 22,2014
Oct 22,2014
0
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Good feedback provided by Andrew. Very thorough and always comes back with the information requested in a timely manner. Hope this continues. The tenant is a cooperate client working at GSK...
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Nov 11, 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 ...
Oct 17,2014
Oct 17,2014
0
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Andrew is a very competent, professional agent who made our property search and then finalising the letting very smooth. I would strongly recommend him to all of my friends....
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Nov 11, 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 ...
Tristan Lee
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
No procedure set.
Last updated at 3:12 PM 24/09/2021 by Robin Philpot
I am really sorry to hear that you have been unhappy with the service provided by Robertson Smith & Kempson. I have recently taken over the role of Head of Customer Services at Thamesview Estate Agents their parent company and have been unable to trace any email from you I am afraid.
If you could e-mail me further details to [email protected], we can discuss the situation directly and try and resolve any outstanding issues for you.
I will look forward to hearing from you.
Marilyn