Keatons Estate and Letting Agents Stratford Reviews Summary

Customer Service

Pros:

• "They are extremely reliable and always quick to act, deliver and resolve any issues and always provide an excellent service."
• "Lauren is very prompt and available."
• "Nothing is too much trouble. She is always looking for best solution for the tenants and landlords and for that reason is greatly appreciated from all sides."
• "They communicated well on the suggested tenancy and are now doing a good job with the ongoing management of the flat."
• "Through applying for the property through to signing the rental contract to beyond the moving in day we've had excellent service from Lauren."
• "I trust they will continue to be helpful and communicative as we move in and begin living in the property, and therefore would recommend Keatons highly."
• "Management are amazing too especially Jay he went above and beyond to help with a personal situation."

Cons:

• "The sales consultant Billy was extremely unprofessional in his communication."
• "By far the worst agent I've dealt with in London."
• "Shame about the branch manager. Never replies, says ‘he’s too big time’ to deal with any issues and will refuse to help."
• "He kept postponing the viewing giving an excuse every time."
• "Calls went unanswered and I sent a message on whatsapp."
• "Communication was a farce throughout this ordeal."
• "Branch manager just cares about the bottom line and not the customer experience."

Professionalism

Pros:

• "All other members of Keatons I deal with are equally friendly and professional."
• "Daniel, the agent who handled my case, kept me updated with the status of my tenancy journey throughout each step."
• "Max was a friendly and knowledgeable estate agent. We never felt pressured by him and he was available when we wanted for viewings."
• "Keatons has completely changed the picture. Always on the ball, responsive, helpful and professional."
• "I was a tenant for several years. The staff have always been up to high standard."
• "I’m impressed with his and his colleagues’ professionalism and competence on every level and their quick response and clear communication."
• "Highly pleased with the professionalism of the agents of Keatons."

Cons:

• "Keatons, and Hilary Laviniere of the Bow office specifically, manage a property that we are letting on behalf of a private landlord. In short, they are atrocious."
• "Otherwise, avoid at all costs."
• "They scammed me 50£ for 'Admin fee'."
• "Hilary shows zero regard whatsoever for their responsibility to make repairs within reasonable timeframes."
• "It is utterly embarrassing that Keatons has been unable to provide me with a contract from late June to the present day, August 14th."
• "If you want to live in a property where you have no access to basic utilities for months at a time, let Hilary be your property manager."
• "If you want to spend your free time chasing apathetic people, let Hilary be your property manager."

Efficiency

Pros:

• "I have been using Keatons in Stratford for 9 years to find tenants and manage my property."
• "Really good experience moving with Keatons. A good range of properties offered to us and went out of their way to accommodate our viewing and requests."
• "Despite the highly professional service provided, the rates they charge me are very reasonable particularly for London."
• "Keatons have been brilliant with my property, helping me to find good tenants both times I've needed."
• "Every step of the process was done quickly, smoothly and effectively."
• "Their prompt response and professional manner along with good quality video of the house resulted in quick tenant contract."
• "They managed to secure offers on my apartment very fast and helped me find the best tenant to move in within a month."

Cons:

• "When moved in they forgot to give us the electricity key to top up electricity then they lost it so we had to get a new one."
• "Then they insisted me to view another property today so I cancelled my work to attend, but they didn’t show up and not contactable AT ALL via any phone or email."
• "One of the main issues was the complete lack of care from Natalie, the person handling my case."
• "When moving out they lost the keys I handed back in."
• "A few things from other staff members left us a bit disappointed however. - The inventory was supposed to be carried out in person with us - a date and time had been agreed but then nobody showed up and a few weeks later we had been given an inventory report stating that it had been done without us."
• "We were asked by Keatons to leave a 5-star review since it seems that staff appraisals require that as evidence of good work – I'd like to think that there are other less draconian ways for their management to build a happy and efficient team."
• "Due to their incompetency (extremely slow progress and basically no communication until the very last minute) I was nearly made homeless."