Folio London Arvostelua 

Extremely poor responsiveness and handling of tenancy change

I am extremely disappointed with this folio’s lack of communication during a tenancy change. I’ve been trying to update the tenancy for a new flatmate and arrange July rent, but there has been zero meaningful response.

Timeline highlights:
June 8: End of Tenancy notice communicated from now ex-flatmate.
June 10: Provided new flatmate details for referencing and July readiness, plus proof of June rent payment.
June 16 & 22: Follow-ups sent due to the urgent need for referencing and payments to be sorted by July.
June 23: Finally informed that the Tenancy Change Team would start referencing and get things moving.
June 27: No communication or progress updates since then, despite the clear urgency and another follow-up email.

What went wrong:
Prolonged silence after essential information was provided.
No proactive updates or timelines, leaving us in limbo up til now in July which is when the tenancy should start.
The lack of responsiveness created unnecessary stress and uncertainty for all parties involved. I should not be expected to pay the full rent by myself if the reference checks are not completed in a timely manner for my new flatmate to move-in on time. We had provided sufficient references, information and time but the process has not been initiated or communicated effectively.

What I expect and need:
Prompt acknowledgment of all submitted information and a clear plan of action.
Most importantly, Immediate initiation of referencing for the new tenancy, with concrete timelines.
Timely updates and progression toward a revised tenancy agreement, especially with July now starting.
Regular, proactive communication to avoid similar situations in the future.

Overall, the repeated delays and absence of communication are unacceptable. If you value prompt, transparent communication and reliable handling of tenancy changes, consider seeking an agency that demonstrates accountability and responsiveness.

Still waiting for someone to get back to me despite the various calls unanswered, voice messages left and numerous emails.

Edit 06/07

Thank you for your response, but it does not reflect what actually happened.

I sent multiple follow-up emails on 16, 22 and 27 June because I had received no meaningful updates but rather complete silence. At no point did anyone contact me to advise that any information was missing or that further action was required from me.

In fact, during a phone call, your property manager acknowledged that there had been an internal system issue affecting the process. Once the matter was eventually progressed, I was not asked to provide any additional information, which suggests the delay was not caused by me failing to submit the required documents.

My review was about the lack of communication, the repeated delays, and the stress caused by having to chase updates while facing uncertainty over the tenancy change and July rent.

I appreciate that the tenancy has now been updated - albeit with a significant rent increase despite all the issues - but I believe it's important that reviews accurately reflect customers' experiences so that future improvements can be made. Owning mistakes is a strength.

I stayed at a Folio property in Royal Wharf London for 4 years. It was the smoothest tenancy period. It was easy to renew my contract, all my conditions were met & help was scheduled in quickly when requested (but everything functioned beautifully during the period so I didn't have people come in except for regular maintenance checks - these were communicated well in advance and aligned with my schedule so I could be at home).
Once I left, aside from a few chasers to check that things were progressing, all formalities were done on time and I had no hiccups.
I will always remember my stay at my studio because of how seamless the experience was. Also, finding and securing the property back in 2021 was also extremely easy. I was given two options and I knew straight away that this was the one - I also secured it virtually because I wasn't in the country to view it and that wasn't an issue.

Thank you to the entire Folio team for giving me a space that gave me so much. ☺️

I genuinely expected to leave a much more positive review.

My experience with Folio London started extremely well. During the viewing, application, and pre-tenancy stages, communication was prompt, professional, and reassuring. Questions were answered quickly, requests were accommodated, and the overall experience gave me confidence that I was dealing with an organisation that genuinely valued its tenants.

Unfortunately, that impression began to fade once the tenancy agreement was signed and the initial deposit had been paid.

The contrast in communication before and after commitment was difficult to ignore. Responses that had previously arrived within hours suddenly required repeated follow-ups. Emails often went unanswered, WhatsApp messages were left without acknowledgement for extended periods, and important updates were rarely provided proactively. Instead, obtaining information frequently became the tenant's responsibility.

What makes this particularly disappointing is that the high standard of service clearly exists within the organisation. The responsiveness demonstrated during the application process showed exactly what Folio London is capable of delivering. This is why the subsequent lack of communication felt so noticeable.

Moving home is already one of the more stressful life events people go through. At that stage, clear and consistent communication is not a luxury; it is a basic expectation. While occasional delays are understandable, a recurring pattern of inconsistent responsiveness creates unnecessary uncertainty and frustration.

I had initially intended to leave a 5-star review based on my first interactions with Folio London. However, customer service should not change depending on whether a prospective tenant is still deciding to rent or has already committed. The experience after signing should reflect the same standards demonstrated before signing.

For that reason, while there were positive aspects to my experience, I cannot honestly justify a higher rating. With more consistent communication and better tenant engagement after move-in, this could easily have been a much stronger review.

good communication, explained everything well, got replies in good time

Folio Dawes Street/Marson Place:
The main security doors are regularly broken, the upkeep of the building is very poor, there is a homeless man living in our bin room, and previously someone has taken a dump on the carpet on the 5th floor, our parcels stolen, post box was ripped open and several resident's identities were stolen for fake credit cards, the parcel locker was ripped open, and doesn't work properly still, the heating breaks down all the time, and repairs take forever and are of substandard workmanship and it took over a year to deal with anti-social behaviour from skaters outside.

This could all be avoided with security/concierge

Great organisation, always quick to respond to any problems or inquiries.

Agata especially was very accommodating.

I had an excellent experience with Folio . Francis was incredibly supportive, professional, and helpful throughout the entire process. Communication was always prompt and clear, and they went above and beyond to answer my questions and ensure everything ran smoothly. Their guidance made what could have been a stressful experience much easier. I highly recommend them to anyone looking for a reliable and dedicated letting agent. Thank you for all your help and support!

I rented a property through Folio for several years and had a very positive experience throughout my tenancy.

The team was always professional, helpful, and easy to deal with. Any queries or maintenance issues were handled promptly, and communication was clear and efficient. The tenancy process was straightforward from the beginning, and the staff were always courteous and supportive whenever I needed assistance.

I would like to thank the Folio team for their help during my time as a tenant and would not hesitate to recommend them to others looking to rent a property.

Thank you for all your support.

Smooth process and Francis was super helpful guiding us through.

Francis was on hand the entire process and lead me through renting my own property very clearly. He was at the end of the phone for any assistance at all times and ensured everything ran smoothly - can’t thank him enough!

We rented with Folio for six years at the Halo Tower and really enjoyed our time there. Mark was a great contact ensuring that any repairs and issues were seen to promptly and efficiently.

Charlotte was great throughout the process. She made us feel comfortable and guided us with no problems.

Antonia has been super helpful throughout the entire process. She’s been responsive, reassuring, and generally made the experience low stress.

Charlie has been very helpful and very fast at responding to emails

We’ve had a really smooth experience with folio, from the viewing to putting in the offer everyone has been really helpful and it’s been a smooth and quick experience! Charlie in particular has been great, kept us updated as we were completing our references and has been very helpful!

We had a very disappointing experience with Folio London while trying to rent one of their apartments from abroad.

Communication was extremely difficult from the beginning. It was hard to get anyone to answer emails or phone calls, despite us making several international calls at our own expense. When we finally managed to speak to staff, the attitude was unprofessional and dismissive. At one point, we were told that “calling multiple times does not mean you will get the house,” even though we were simply trying to follow up after receiving little to no communication.

We were also told that a viewing would be arranged for the next day, but no confirmation or follow-up was ever sent. Later, during another call, we were informed that the office would not be working over the long weekend (Saturday, Sunday, and Monday). However, on Saturday, we discovered that the apartment had already been rented out.

What frustrated us most was not necessarily losing the apartment, but the lack of transparency, poor communication, and dismissive treatment throughout the process. International applicants already face additional challenges, and we expected a more professional and respectful experience from a housing agency.

excellent property manager!
Our property manager Agata has been amazing, responding to queries promptly and in a very cooperative way. She has always been very willing to help. Her support has been a major reason why our daughter enjoyed her 2 years at Norman Court, Chelmsford so much. Thank you Agata

My colleague and I recently rented a flat managed by Charlotte Goodyear, Lettings Negotiator for Folio London. She was very prompt in answering all queries and would go to great lengths to solve some difficulties we faced during the renting process.

Wendy was so helpful with helping to find a place in Royal Wharf. Moving is so stressful but she made it stress free! Thank you!

Our lettings negotiator Wendy was amazing, all our queries were dealt with quickly and we felt supported throughout, it felt like she was on our side and wanted us to get the property set up almost as much as we did.