Address: 16 Lordship Ln, London, SE22 8HN, United Kingdom
Phone: +442086932277
Rating: 4.7
based on 171 reviews.
Customer Service
Pros:
"The helpful, professional and empathetic style of them all, together with their personable manner made such a difference to the whole experience."
"Ryan... was brilliant at keeping us in the loop at every move."
"They been the most professional, friendly, helpful, polite and people focus you can find in London!"
"Sam El Jani has been my key property manager right from the beginning."
"She has communicated with me clearly, promptly and professionally and provided the best support with the whole process!"
"Sam manages my property on a day-to-day basis and I could not sing her praises loud enough."
"Sam's friendly professionalism really gives a feeling that no task is too big or too small."
Cons:
"A lot of aspects of the contract was twisted so it wouldn't look like a breach of contract."
"Communication was extremely poor throughout and no reasons were given at all for why that happened."
"Absolutely criminal. It really proves why estate agencies need to be regulated and kept on a leash."
"It took ages to repair anything."
"The return of the deposit was a complete pain."
"I had to repeatedly call them – they promised calls back which I never received and my emails went unanswered."
"The member of agency who deal with our return of the deposit went on a holiday without letting us know prior nor passing around out case to a colleague therefore we did not receive any response for 10 days."
Property Management
Pros:
"Both the check-in and check-out processes were very smooth and friendly."
"Truepenny's were amazing at helping me as a tenant of one of their properties."
"The process of finding, leasing and moving into the flat was extremely straightforward."
"They are really responsive and very knowledgeable about all things property management."
"Everything appear to be resolved within a good timeframe, and I did not receive much complaints from my tenants either."
"We had a great experience working with Truepenny's and Kyley in particular."
"Check in and check out easy and fast."
Cons:
"Our one main problem with the property, however, came from how long it took to properly resolve problems with the flat during our tenancy."
"We moved in with several faults; broken chairs, fridge did not hold temperature, temperamental oven, unhinged toilet."
"The blinds snapped off the main living room and was not fixed for our entire tenancy."
"They charged us for 20 light bulbs."
"Despite multiple correspondence on the fridge, this was not escalated and I spent lots of additional money as produce went off - no one cared."
"At the check out Truepenny charged us for professional cleaning even if professional cleaning was not done at the check in."
"The management of the property is one of the worst which I have ever seen."
Sales and Lettings Process
Pros:
"The Truepenny's team worked very hard to help us to sell a property recently and kept working efficiently during the pandemic and the lockdown."
"Truepenny's in Dulwich have been super to deal with over the last 10 years."
"I was elated to have had my offer accepted and cannot wait to move in."
"The sale process was very efficiently guided by Wallace, who was fantastic at keeping things moving and keeping my stress levels down!"
"I would recommend over every other estate agent I dealt with in London."
"We got an asking-price offer within hours and didn't have to go on the market."
"They helped me sell my property during the most challenging market turmoil since the 80s."
Cons:
"Another hugely concerning fact was that despite us sending the holding deposit and finishing the referencing checks, we are informed the day before the move-in date that the landlord decided to remarket the place."
"In my case, it seemed there was no trust or usual business-client relationship between Truepenny’s and the seller."
"First of all the viewing regarding new tenants was poorly organized."
"They not only accommodated every single request I had, but also tried to help us move out earlier."
"Albert was honest and fair and always kept us informed of any changes."
"We spent days going back and forth where they tried to get more money out of us."
"I eventually had to find out from their lettings agent of all people that the seller had withdrawn."
Professionalism and Integrity
Pros:
"Truepenny have consistently been an organised, well run estate agency for the many years I've been using them."
"Connor helped us with the sale and was both reassuring and efficient, giving regular updates and advice where needed."
"Wallace did the negotiation and was very sensible in helping close the deal."
"Matt... is extremely professional and always so pleasant to deal with."
"Very impressed with the level of customer service."
"They come across as authentic, polite and honest people and professionals, and avoid some of the behaviours that other estate agents dont always have a good reputation for."
"Totally professional, nothing was too much trouble, and for me a big plus was being able to contact their office about anything and know that I would always have a swift response."
Cons:
"Their incompetence caused stress and a difficult financial situation with my mortgage advisor and solicitor."
"I found his and another agent's phone and email etiquette absent and at times rude and condescending."
"Came across one of THE most arrogant and rudest salesman I have ever encountered working for this company."
"We did not receive any answer from Truepenny, we called them, sent emails, call again but was impossible to talk with them!"
"I would caution against going with TruePenny’s. We experienced poor service from start to finish, a lack of compassion and very slow action."
"It has been an absolute nightmare dealing with Truepenny’s."
"Wouldn't have anything further to do with these people and certainly wouldn't recommend! One star is one too many!!"