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Review summary
Marsh & Parsons Estate Agents receives consistently positive reviews. Customers particularly appreciate professional and service, though some mention concerns about communication and customer service.
Marsh and Parsons, Tooting - a really good experience!
I recently used the Tooting Bec branch of Marsh and Parson to sell my property and cannot speak highly enough of their Director, Angelo Mulholland. Angelo and Thomas Syms were reliable and honest in their dealings with me, they are both highly experienced agents who know the wider housing market and the local market well and understand the impact of the change in one on the other.
Connor Marney, managed the on-the-ground marketing and sale of my property, an absolute star! Calm and reliable, unfailingly polite and hard working I felt really fortunate having Connor as part of my sales team. A big thank you to M&P, I have no hesitation in recommending you!
I worked with Marsh and Parsons to do a short-term lease. My agent rushed me to send over full funds (deposit and entirety of rent) immediately to secure the flat, warning me that I might not get the place otherwise, so I did. He wrote to confirm that I got the place. A month later, he said that I actually did not get the place as apparently the landlord was no longer renting it out, despite the contract and confirmation. He “generously” — that’s sarcasm — offered to refund the money. When he sent it back, it was short $1k. He refused to do anything else about it. Not only did he fail to fulfill contract obligations and screw me over that way, he also caused me financial loss for the privilege.
Worst estate agent ever!
I was a tenant at a property in London. M&P were only concerned with getting fees. Property is in a poor state. Regular issues with damp and mould which would go unfixed for months/years. At one point we were without hot water for 3 to 4 weeks.
At one point, after telling them there was an issue with a leak in the bathroom they took months to do anything and only did because the fuse box was tripping as water had got into an electrical socket. If anything had been plugged in that could have ended very badly!!
I felt we cared about looking after the property, but the estate agent didn’t. Not sure how aware the owner is, but property needs to be completely stripped back. Electrics, plumbing, roof, kitchen, bathroom etc etc need replacing. Plant roots are coming through walls. So all the pointing needs replacing. Estate agent is totally aware of all issues. I wonder if the landlord knows. If it were my property I would care!! The house must be devalued at least 200k below other houses in areas because it will take a lot to put right. If M&P had fixed things when we told them they wouldn’t have built up to a massive issue which they now are.
Avoid as a tenant if you want an estate agent who will be responsive,
Avoid as a landlord if you want to protect your investment.
We bought our first home in brixton, most of our communication was with Sarah who was absolutely amazing. She really went above and beyond anything we expected including staying in touch when she was on holiday. Also had some communication with the brixton manager who was also lovely. Really happy with the Marsh& Parsons sales team.
AVOID! Terrible for both tenant and landlord. Would have rather had our property vacant.
UPDATE: M&P have responded below. Full of lies. They DID give our tenant permission IN WRITING to throw away the £700 worth of items (advice which they later retracted, but it was too late so not relevant). They never advised us on the costs for the £150, they just deducted it, and we were previously told the tenant would be paying it; we didn't think these details mattered in the review. On the rare occassions they returned messages from my wife, they did so by contacting ME rather than her. Even from the beginning of our relationship, they would be extremely dismissive and rude to her, and say things like "we'll check with your husband" or "don't you need to get your husband's opinion?" They NEVER did such things to me, even though my wife was their first point of contact. Until near the end, on the rare occassions where they actually replied to me, they were nothing but courteous. It was their only positive quality, and one they did not share with my wife. I will also point out that it was only the two single WOMEN who complained about M&P. The couple living their previously (who communicated through the husband) had no such problems.
Their apology below is the worst kind: "we're sorry YOU were offended, BUT..." They're not sorry they offended us. Kinda proves our point - nothing's ever their fault.
ORIGINAL REVIEW:
We are landlords of a flat in Marylebone.
This horrific company advised our tenant to throw away any items she did not wish to keep without consulting us (almost £700 worth of kitchen supplies, hoover, etc). We only found out on the final inspection. M&P categorically refused to take responsibility.
At that time, we had long since de-instructed M&P from managing the property as our tenant had become increasingly furious with her terrible treatment nearly a year earlier, providing reams of email evidence verifying extremely rude replies and ignored correspondence.
At the same time, M&P advised our tenant was "difficult." We saw no evidence of this in the email chain and - along with their mistreatement and disrespect of my wife - we could only conclude that they were terribly sexist, thinking that because our tenant had complaints that she was "difficult" when in fact her complaints were raised in a fair and reasonable manner.
M&P refused to refund our management fee, despite all this. We made no request for refund of the lettings fee: this is only £300 we were talking about for three months of management.
When the tenant moved out, we severed our business with them and requested £579 back which they held on acount. They confirmed this amount in writing and agreed to send it back to us IN FULL.
Then, over the Christmas holidays and without explanation, they shorted us around £150.
This is by no means the full extent of their incompetence: though they were exceptional when we first used them three years ago, they rapidly deteriorated. They regularly irritated the tenant before last as well, and have treated my wife to regular sexist mis-treatment throughout, increasing in severity and disrespect.
This is a terrible boys club with no morals, no accountability.
DO NOT USE THEM.
Evil and Incompetent management for tenant AND landlord.
We are landlords of a flat in Marylebone.
This horrific company advised our tenant to throw away any items she did not wish to keep without consulting us (almost £700 worth of kitchen supplies, hoover, etc). We only found out on the final inspection. M&P categorically refused to take responsibility.
At that time, we had long since de-instructed M&P from managing the property as our tenant had become increasingly furious with her terrible treatment nearly a year earlier, providing reams of email evidence verifying extremely rude replies and ignored correspondence.
At the same time, M&P advised our tenant was "difficult." We saw no evidence of this in the email chain and - along with their mistreatement and disrespect of my wife - we could only conclude that they were terribly sexist, thinking that because our tenant had complaints that she was "difficult" when in fact her complaints were raised in a fair and reasonable manner.
M&P refused to refund our management fee, despite all this. We made no request for refund of the lettings fee: this is only £300 we were talking about for three months of management.
When the tenant moved out, we severed our business with them and requested £579 back which they held on acount. They confirmed this amount in writing and agreed to send it back to us IN FULL.
Then, over the Christmas holidays and without explanation, they shorted us around £150.
This is by no means the full extend of their incompetence: though they were exceptional when we first used them three years ago, they rapidly deteriorated. They regularly irritated the tenant before last as well, and have treated my wife to regular sexist mis-treatment throughout, increasing in severity and disrespect.
This is a terrible boys club with no morals, no accountability.
DO NOT USE THEM.
3 reasons to never use Marsh & Parsons:
1) They misspelt my name on a legal document
2) They did not respond to my email for 10 days, and even then, only when chased
3) When I rung up to ask a question about the Covid-19 notice period, I was given the completely wrong information, which has delayed my house move by 6 months
All they care about is making money, they are not interested in looking after their customers.
Meilssa Polvan, an agent at Marsh and Parsons gave me good advice for saving money by saying to get my friend to move my stuff as opposed to hiring a removals company but she was expecting me to cover the void period of £250 for the landlord. Her justification for the latter is '£250 is not a lot of money'.
Furthermore, Melissa Polvan was very pushy in getting me to sign the contract using manipulative means amongst other things were were distasteful.
Stay well away from March and Parsons.
My partner and I (21 and 25) were looking for our first flat together, we were so excited but unfortunately taken advantage of.
At first the agent from the Shepherds Bush branch (Lets call them H), was great and very helpful. Kept coming back with new flats and the viewings were good, I mentioned a few times our budget per month was X which he seem to have taken in. I was wrong. We finally found this place we loved and put an offer in based on a the price we were quoted but the agent hadn't yet told us the monthly price even after us saying what our budget was. Yes it was a small oversight on our part too, but you would think after saying we can't afford anything more than X per month, their conscience would tell them to tell us the truth.
So surprise surprise when the monthly payment was disclosed, AFTER we paid the holding deposit, to be £180 more a month our budget X. My partner was very upset and spoke to H about this, but H was like oh well its only £180 more a month and you should definitely pass the credit check so its ok.... No that's not the point. You misled us. I rang too and H did the exact same thing to me, played it off like nothing and I said we can't afford that rent and again he said ohh you'll pass the check don't worry. End of Call.
From this point onwards, H only cared about getting the sale, and you could tell that in his voice. He wanted everything does as quickly as possible and didn't care how we felt about it. We wanted to stop but couldn't because we would lose our holding deposit.
We were also given false information regarding what happens if we fail, H told we get the holding deposit back, but we didn't. We had to fight to get a portion of it back.
This agency is run by people who just want the sale, don't care about the tenants and from what I am reading here don't care about landlords either. I am very disappointed and will actively make sure everyone I know does not work with them.
Awful, misleading and pathetic excuse of an agency.
EDIT DUE TO REPLY: You can add lying to defend itself to this agency. The rental form, (we signed in the flat that first day) they speak of did not have the monthly price and again It was never ever told to us verbally by H, before we signed up. The first time we became aware of it was after we paid the holding deposit. If you would like I can send you the timestamps of each email and transaction.
When this became a problem, you didn't try and help. You pushed away our concerns and said oh its fine you can afford it. We couldn't. H knew that as did his manager who we had to speak too. You knew we didn't want to take it any further but you didn't care. Thank you for the refund but it would have been more appropriate and proper to refund the full amount.
If only you'd have been as quick to be honest and transparent as you are at replying to complaints maybe you wouldn't have such a bad rating.
Callum and his colleagues at Brook Green Branch have done a terrific job selling our flat recently. Working to a tight timetable and with an overseas buyer, they brought the sale to a successful conclusion on the planned day of completion.
Also, having rented this flat out over the past 11 years through Marsh & Parsons we have found that they have managed this process efficiently and effectively. Their staff were always polite and a pleasure to deal with.
I would have no hesitation in recommending Marsh & Parsons for selling and letting property.
We were let down by Marsh&Parsons in Barnes. We put our house on the market and everything was great until we had two buyers bidding for our house. Buyer A was a mum without a chain who was desperate to move to Barnes to be close to a local school, hence hugely motivated and a very reliable buyer. Buyer B was a young couple who just wanted to move into a house from their flat so not massively motivated and with a chain. Barnes branch manager Paul strongly advised against buyer A and for buyer B. We kept hearing him mention his 20 years of experience and were eventually convinced to stick to buyer B partly due to our integrity, as we already accepted an offer from them. Buyer B showed many disturbing signs of not being committed to sale demanding extra documents and looking for flaws. Every time we expressed our doubts about buyer’s B commitment, Paul he yet again convinced us that the buyer B was the right choice. Unsurprisingly buyer B pulled out of the sale after 2 torturous months following Hammersmith Bridge closure to pedestrians. I reached out to buyer A, who was very reluctant to go back to Barnes’ March&Parsons as she felt she was discriminated against by Paul, so bringing her back on board took some convincing and a £20,000 price reduction. During the process I learnt a few ugly details about her communication with Paul. I cannot know for certain what Paul’s motivation was when he advised against buyer A. The buyer A herself thought he saw the opportunity to satisfy a very demanding buyer (buyer B) and seeing buyer’s A motivation he knew any sale would be straightforward. I felt there was a hint of prejudice or possibly racism. Whatever the reason, when I called Paul to speak about the fact that buyer B pulled out, I did not even hear an apology. I asked for a reduction in agency’s fees as we lost at least £20,000 on this sale (buyer A did offer £25,000 extra, which Paul denied) and his response was a definite ‘no’. I guess I would not be writing this if he at least apologised for his very costly advice.
PS. The response below is half-filled with lies i am afraid - a real shame.
Absolutely disappointed by M&Ps management of our flat. Our flat was returned in a poor state. We used to pay them additional fees in order to manage our property, but felt as if they were continuously recommending works and when we refused they would leave things broken, rather then how they were initially. We've tried several times to rectify issues, but of course everything would require more money. What really caused me to question their integrity was when I was told that perhaps I could suggest holding back some of our tenants deposits to cover the costs.
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