Madison Brook Reviews 620

I recently completed a property transaction with Madison Brook at Royal Victoria Dock, and I wanted to share my experience.

The process came with quite a few challenges along the way, but Tom Waite, Becky Lucas, and Claire Delaney were consistently supportive throughout. Their responsiveness really stood out—they were always quick to reply, provide updates, and keep things moving forward.

What I appreciated most was their proactive approach. They didn’t just wait for updates; they actively followed up with all parties involved, including the seller and solicitors, which made a big difference in keeping the transaction on track.

Despite the hurdles, their professionalism and dedication helped make a stressful process much more manageable. I’m very grateful for their assistance and would happily recommend their team to others.

We recently had a flat viewing with Tom Waite, and I felt it was important to share how exceptional the experience was.

From the outset, Tom’s attitude was professional, warm, and genuinely welcoming. He immediately put us at ease, which is rare in what can often feel like a rushed or transactional process.

What truly sets Tom apart is his willingness to go above and beyond. He didn’t just show us the flat, he took extra steps that made a real difference. He personally went to the concierge to arrange parking and helped us with permits, which showed initiative and care far beyond what we expected.

During the viewing, he explained everything clearly and thoroughly, ensuring we understood all aspects of the property without ever feeling pressured. His knowledge, attention to detail, and honest approach gave us real confidence.

He also took the time to step outside and show us the surrounding area, including the river views, which helped us fully appreciate the lifestyle the property offers, not just the space itself.

On top of all that, his friendly manner and constant smile made the entire experience enjoyable and stress-free.

Tom Waite is a credit to the agency, and he is genuinely the reason we are keen to continue working with them. Highly recommended.

I had a fantastic experience working with Madison Brook for the sale of my two flats in London. From start to finish, the team was professional, proactive, and genuinely supportive throughout what can often be a stressful process.

A special mention goes to Tom and Josh, who were both exceptional. They were always approachable, responsive, and kept me well informed at every stage of the sales. Their attention to detail and commitment to getting things done efficiently made a real difference, and I always felt confident that my properties were in good hands.

If you want a seamless experience with an estate agent, Madison Brook is the one for you!

From our first viewing to completion, Becky was extremely communicative and helpful. She guided us through each stage of our purchase and worked alongside both solicitors to make sure that we were all moving in the right direction. If there were any queries with the house, Becky engaged with our seller who answered all our queries in a timely fashion.

We would recommend this agency for your selling, letting or purchasing needs :).

A big personal thank you to Becky who helped us find our dream home and for Claire for supporting the purchase!

Before I moved into this flat, I had already requested several pieces of maintenance work for the furniture. Up until the day I moved in, the furniture still had not been fixed. I was only sent the property maintenance portal two weeks after moving into the property (two weeks into my tenancy agreement). This was also when my concierge first received my tenancy information, which should have been provided before I moved in.

I sent many follow‑up emails, but often received no response. I have repeatedly had to call the office to report issues that I had already submitted through the maintenance portal. These issues are usually acknowledged but no follow‑up action is taken.
I reported issues with the only two chairs in the property, as the height cannot be adjusted. This request was declined on the grounds that the chairs appeared that way when I viewed the property. There are many other items that still need fixing, despite the fact that I have now been living here for nearly three months. Although two contractors were sent to my flat, they often only looked at the issues and said they would report back to the company, but I have never heard anything further.

Overall, there are significant communication issues that need to be addressed and improved. I often feel very stressed about it without knowing who to contact and when will the issues be actually fixed.

Dawn Platt at Madison Brook, Twickenham has been outstanding from start to finish.
She took time to understand exactly what we were looking to achieve.
She asked the right questions. She listened carefully.
She offered clear, honest advice.

What stood out most:
Strong knowledge of the local market
Fast and consistent communication
Practical guidance at every stage
Genuine care about getting the right outcome

Nothing felt rushed and nothing felt pressured!

Dawn made the whole process straightforward and far less stressful than expected.

If you want an estate agent who understands your needs and delivers results, I highly recommend her. Easily one of the best in the area! 5*****

Received a great service from Laura at Madison Brook,she was so helpful and really helped me with all of my needs, wouldn’t hesitate to recommend! Great service !
Sharon

Becky and Tom know their stuff. Found me a buyer within a relatively short period of time in a tough market. With their and Claire’s (sales progressor) help we got to exchange in 5 weeks on a leasehold flat.

Having a sales progressor on the team is one of those roles that I’ve never experienced until now and would highly recommend having for anyone going through the process.

We bought a property through these people and stupidly allowed them to manage it for us
When it came up for contract renewal a couple of years ago we were messed around by someone who was clearly on work experience Josh or some such name . We lost 2 very good tenants on account of his over inflated assessment of the rental market
We lost a case against them at a tribunal which was not surprising however I do hope that an ongoing case did cause them some inconvenience hopefully not too minor!
Stay clear and use someone trustworthy
One star is too high a rating

Managing director wastes peoples time, told me I had an in person interview the following week with his operations director & I have emailed with zero replies after 2 weeks.

Just be honest in future.

Thanks

Truly excellent service from Becky Lucas and the team. Easy to deal with, very responsive and genuinely helpful. Buying property is always stressful so it was great to have someone like Becky to guide you through the process. Highly recommended!

I can't speak highly enough of Maddison Brook . The service has been great and the teams are knowledgable, stopping at nothing to help, it has made the process so much smoother.

I have worked with Aiden Lynch and his team for several years, and I have always found them to be exceptionally professional, reliable, and efficient. Their communication is clear and consistent, and they handle every situation with a level of expertise that makes our collaboration seamless. Aiden and his team have been invaluable partners on numerous projects, and I highly recommend them.

I rented my first UK property, and Vanessa provided excellent support.

We’ve just sold our flat through Madison Brook in Royal Docks and couldn’t have asked for better support from Becky, Vasana and Calli. Absolute professionals, and incredibly proactive throughout - we were kept updated at every stage and they even worked outside typical hours to make sure nothing slipped, which made a huge difference to the whole experience.

They were always on top of the details and genuinely committed to getting the sale over the line smoothly. Their communication was clear, friendly and we always felt reassured that everything was being handled with care, honesty and due diligence. We’d highly recommend the team to anyone selling in the area.

Really good experience. Very helpful and engaging in all aspects of my purchase.

We had absolutely positive experience with Becky and her team selling an apartment unit in E14 for us. The process was not easy at all, with various ups-and-downs, difficulties with the building managing company and long waits. But Becky and Claire were always ready to assist, chase if necessary and provide updates. Their positive attitude and experience helped the process a lot. Thank you!

Our experience was amazing! they are always keen and ready to help us.
We are very grateful.
Alessia and Giuliano Walton Lodge

I am trying to sell my flat with Madison Brook (Lewisham office). Firstly, let's fully acknowledge it is NOT a good time to be selling a flat in London, so I will put the market conditions to one side.

I have only had one viewing in 8 weeks. That is slightly out of their control, so I will give them grace here. However, I have had to chase for any updates. It was 4 weeks of radio silence before I emailed asking for an update, thinking they had forgotten about me. I received an email and a call apologising and saying they were 'embarassed' they didn't have any news for me. This I would have forgiven but the weeks of silence is extremely poor service and I was really disappointed having had absolutely zero communication, anything would have been better than nothing at all. Even a call or email to say "we're trying, here's the Rightmove stats, we've asked a handful of buyers for feedback and here's what they're saying". I'm also trying to buy my next home so really need to know what's going on with the sale and where we're at with things.

It was agreed I would receive a call from Stan every Monday with an update, even if the update was that there was no news. Finally, I thought, this might encourage them to try and get some viewings and interest, or at the very least I would not be chasing. Originally I was under the impression I would receive a weekly report with an update on views from Rightmove, I haven't received this apart from once when I asked for it.

Fast forward to the following Monday and I got the call "there is no news, no interest, we aren't getting interest for any of our properties right now, the market is stalled" I said that's fine, thanks for calling to let me know like we'd agreed.

Later that week I received news, we finally had a viewing! After 6 weeks. The viewing took place the next Monday and I didn't receive any phone call update but given that we'd just had a viewing that was ok. I received an email from Valentina who took the viewing that she was awaiting feedback from the viewer. Feedback never came and now it has been 2 weeks, 2 more Mondays have come and gone with no phone call update that had been previously agreed.

I don't know what is going on with this company but I am sick of chasing and begging for updates. I wouldn't recommend for others to sell with them as they aren't even able to keep to a simple agreement to call or email with weekly updates. Not impressed at all.

Very professional and always respond quickly to emails / queries. Stacey Channon has been particularly helpful to all my needs relating to our flat.