Prime London Arvostelua 38

Prime London has worked tirelessly for months to successfully complete the sale of our late father’s estate, in an exemplary professional fashion.

Very professional in overseeing a painful interaction with the buyer's solicitor. If it hadn't been for the assistance and knowledge imparted by Charlie, I don't think we would have completed.

Prime London (specifically Ellie, and also more recently Jess) have let out my apartment for the last 10 years. I have never had any problem with them, and would highly recommend them.

Really good firm - just completed on a very tricky transaction in Westminster, and the oversight from Bryce and Daniel was invaluable. Indeed, constructively highlighted errors made by my own solicitor, which were then acknowledged.

I strongly warn all landlords: avoid Prime London Residential at all costs.
In my case, the agency repeatedly demonstrated dishonesty, incompetence and a complete lack of responsibility. Their staff failed to identify major issues during a paid inspection, misrepresented the condition of the property, and never informed me that the actual tenants had already vacated. They even allowed unauthorised individuals to occupy the property, while assuring me everything was “normal.”
This failure to perform basic duties caused me significant financial loss and forced me to go to court, where it was officially recognised that the tenants had abandoned the flat long before Prime London admitted it.
Despite having charged me for services and acting as managing agents in all but name, they now deny being responsible — a classic example of post-factum deflection.
I had to personally correct multiple errors in their tenancy agreement drafts, including one critical mistake related to the deposit, which remained incorrect in the signed version. The agency failed to register the correct amount and never disclosed this. I only discovered it later and had to raise it with MyDeposits myself.
After a long battle, The Property Ombudsman ordered Prime London to pay compensation — a fact they now conveniently downplay. Their claim that “none of my complaints were upheld” is simply false. If they were truly 100% correct, they would not have been ordered to pay anything.

🔄 UPDATE 1 – In response to Prime London’s first comment:

Instead of addressing any of the real issues I raised — such as their failure to manage the tenancy, their misleading inspection report, or the ruling by The Property Ombudsman requiring them to pay compensation — Prime London chose to claim my review is "AI-generated" and "bizarre."
Ironically, their reply itself reads like it was generated by a poorly trained free AI bot — perhaps the kind you’d find in a discount Chinese app store.
This type of response only reinforces everything I said: they show no professionalism, no responsibility, and no regard for facts or clients. If anything, their behaviour after the Ombudsman’s ruling has been even more shameful than before.

🔄 UPDATE 2 – To Joseph Cadman, Shannon Peacock, and Eleanor Brown:

I’m genuinely glad to see that my review has struck a nerve. That means the truth — however inconvenient — still reaches its target.
However, instead of using this moment for self-reflection and improving your dismal service standards, you appear to have spent the last 24 hours manufacturing a flurry of glowing five-star reviews. One doesn’t need artificial intelligence to recognise astroturfing when it reeks so strongly.
You claim your “staff continued to assist” — yet what I experienced was systematic misinformation, neglect of duty, and arrogance wrapped in incompetence.
As for the “100% correct advice” you mention: your own Ombudsman rejected that claim and ordered you to pay compensation. That’s a matter of public record.
The so-called “single typo” on the tenancy agreement was actually one of multiple mistakes I had to personally detect and correct for you — while paying you for a service you were clearly unqualified to deliver.
If anyone was abused in this process, it was me — not your staff.

🔄 UPDATE 3 – In response to their second comment:

You now claim you were “not engaged to manage” the property, despite having charged me for management-related services such as inspections, provided tenancy agreements, coordinated access, and acted in all respects as a managing agent — until it became inconvenient. That’s not a clarification; it’s called retrospective denial of responsibility.
You claim your staff were “found by the Ombudsman to have advised 100% correctly,” yet omit that the same Ombudsman also found fault, acknowledged service failures, and ordered you to pay compensation. A party found entirely blameless is not required to pay damages.
Your suggestion that I am “defaming” your company by continuing to respond publicly is frankly absurd. I am exercising my legal and ethical right to warn others about my documented experience — one which led to a formal complaint, independent adjudication, and an outcome in which you were not exonerated.
As for your final line — “I urge you to cease this unnecessary discourse” — you do not get to lecture your former client into silence. You’re not a regulator, not a court, and certainly not the moral authority in this situation.
You were never made a scapegoat. You made yourselves the goat — not of atonement, but of professional contempt.

We’ve been very impressed with Kate Hamlyn’s professionalism and responsiveness. She handled all our enquiries efficiently and with great attention to detail.

My experience with this company’s sales team was extremely disappointing. Communication was inconsistent, details were often incorrect, and follow-ups were either delayed or completely ignored.

ILLEGAL SELLING LISTING without the consent of owners registered on the HM land registry. Please insist upon OR check yourself HMLand registry Records before VIEWING. BREAKING MONEY LAUNDERING RULES PLAYING AROUND LAW. ESPECIALLY THE RICHMOND BRANCH LISTING, they will cloud your judgement with fake reviews here and other stories. Reply shows offence and guilt to misdirect. Chancelllors pressurising TP to remove this as they are fully aware of this property and their illegal activity.

The agency was in charge of receiving payment for the council tax when I lived at their property, and 3 years later, I am receiving charges of unpaid council tax on my name.
I am definitely looking for legal advice to put down these scammers!

Bryce Moses provided the most professional service during the purchase. He always communicated clearly, promptly and made the purchase go through stress free.

I am not one to generally leave reviews however after such an awful experience I felt it was necessary.

It’s safe to say when buying your first home it should be a special experience. Unfortunately, the team at Prime London assured that this was not to be the case.

Throughout the process there was blatant lies, deception, cover-up and a sheer lack of accountability, compassion and or professionalism from Matthew Norris. Prime London supposedly pride themselves on tip top service for high value properties and HNWI, however it appears they prefer to employee junior, arrogant and quite frankly rude individuals like Matthew - who posses the quite remarkable talents and sales tactics that you would expect from a local market trader.

To provide a few examples of this high quality service:

1. Matthew totally made up other party offers on the property (as confirmed by his own colleagues)
2. Matthew was forceful during the offer process using tactics such as “we have x10 viewings a day”. Unfortunately, we knew the current tenant in situ and they had told us their hadn’t been any viewings in 3 months.
3. Was further forceful around exchange time even though all parties requirements weren’t satisfied from a legal perspective.
4. Zero communication throughout the process until he personally wanted an update.

To provide further evidence please view attached a grovelling email which was instructed to be sent by Matthew from the CEO (Jospeh) after I had to have an impromptu 2 hour in person meeting due to consistent appalling behaviour demonstrated by Matthew.

To conclude this, Matthew yet again did not do anything he stated at the end of his email, and on the day of our completion, we received 0 communication be that informative or a simple congratulation - until 4 days after we moved in stating “did you get the keys” after we followed up due to sheer confusion.

My suggestion for Prime London would be to hire or train your team better. But most importantly don’t employee junior sales reps who don’t have an ounce of integrity.

I truly wish we had a better experience when purchasing our first home. Please learn Joseph

The agent Bryce Moses made my experience seamless - he took the initiative to let me know as soon as suitable properties became available without being impatient or pushy.

HERE IS MY RE-WRITTEN AND MORE DETAILED REVIEW FOLLOWING PRIME LONDON RESIDENTIAL’S NOT UNUSUAL REPLY TO MY INITIAL ONE, IN WHICH THE LANDLORD BASICALLY GETS THE BLAME FOR EVERYTHING:

I used them in connection with renting a flat in Westminster starting in the Summer 2022. Before signing it was all promises but as soon as the lease agreement was signed it all went down hill. It culminated with it taking taking them and the landlord 7 months before they returned the deposit.

Here are some (not all) examples of when things were bot handled very well by Prime:

PRIOR TO SIGNING THE LEASE:
- When physically shown the propetry by Charlie Virgo in May 2022 I noted a number of things that needed fixing incl. things like loose board above the floor in the kitchen, scratches on some of the walls, signs that the drain in the master bathroom was not working properly, safety chain on the front door loose etc.
- When mentioning these things to Charlie he said they will definitely AlL be fixed in time for us taking it over in early August 2022.
- None of these things were fixed when we took over the property moths later and it took me following up continuesly with Simran Gill for 2 months before most of them were in fast fixed.
- Charlie did not at any time mention that next to the property was a large homeless shelter, which for years had terrorised tennants with noise and aggressive behavior.

INCIDENTS WHILE LIVING AT THE PROPERTY:
- The lock on the front door to the flat was broken.
- I stayed home from work, called Simran Gill first thing in the morning to notify that the lock needed replacing because I could not leave the flat with the door unlocked.
- Early-mid afternoon I was still waiting for any updates and Simran seemed surprised that I did not feel comfortable leaving the flat unlocked.
- The main glass in the oven suddenly broke and the oven was filled with tiny pieces of glass making it not safe to use and needed replacing.
- It took several weeks before it was replaced with us having to prompt Simran for updates along the way.
- Everytime anything broke in the flat - like ceiling lights in a bathroom an “engineer” was booked, a person turned up without any tools and a second visit had to be arranged dispite the fact that all details were provided to Prime.

CHECHOUT AND AFTER:
- The checkout survey was carried out on 20-21 December 2023 and I received the report over Christmas and provided a few remarks.
- During January 2024 I asked Simran if the landlord had any requested remarks leading to potential deductions - the answer was no.
- I in December 2023 had notified Simran that I was changing job and I would no longer have access to my work email late January - they had my private email from since we signed the lease.
- Now they claim that they were not able to get in touch with me for 3 months to communicate the issues the landlord then later came up with.
- During May-early June 2024 I agreed to some reductions but it still took until 11 July 2024 until Simran asked for bank details for the return of the deposit.

I know that landlords often are a big part when things are going slow but then Prime should have stopped working with this landlord earlier or at least been more proactive updating the tennant. Finally, my biggest problem with the entire experience was lack of timely communication with me as the tennant about expected timefrance for repairs etc and reasons for possible delays. Towards the end the landlord and I often decided to solve things directly around Prime.

My experience with Prime London is very pleasant. They help let and manage my apartment in Central London. They seem to have a good base of clientele and were able to find a tenant for my property within a short period of time. It is also a pleasure to have Elinor to manage my property. She is very friendly and always responds promptly to any queries I may have.

The PL team were incredible - very attentive, great communication. Devon was an asset to the company and a fantastic agent! Highly recommend.

The team at Prime London Residential and Aline were excellent at renting out my flat. They were very professional, extremely helpful at every stage and responsive to questions and queries. Would highly recommend using Prime London for central London properties.

Aline was a great help in the process of selling my flat, great communication and always available for any question or needs I had along the way. Highly recommend.

When we decided to sell my property we contacted Prime London to request a valuation and since step 1 they have so so helpful, Aline specially was very understanding towards our expectations. It was great to work with her to achieve our final sales price. It would recommend then.

Rented a property through Shannon, the process couldn’t have been easier, and the levels of customer care and professionalism was excellent. Made the entire process simple, quick and painless

Positive experience, and I appreciate that the Prime London team has been responsive and a good intermediary between us and the landlord. They worked to help us vacate our flat early and I want to give a shout-out to Ellie for all the support she's delivered during our tenancy.