Cluttons Reviews 

Amazing service by Cluttons in Chelsea. Welcoming and very informative! I was able to find a suitable apartment within days of meeting their agents.

Big thanks to Brooke Darwood for helping my boyfriend get his flat sorted so quickly and smoothly! Super helpful and made the whole process really easy. Highly recommend! Exceptional service from start to finish.

Hamish and James were fantastic in helping with the recent sale of my flat from finding the right buyer through to completion and even helping me arrange the furniture removal and meter readings. Both are friendly and professional and I am happy to recommend them to anyone.

We received outstanding service and help from Hamish to help purchasing our first property in Islington. Highly recommend!

The team at Cluttons is amazing and found me the perfect studio! Special thanks to Rebecca for her help.
I highly recommend this agency. I feel so at home living here, and they provide excellent service whenever I need anything :)

Our experience renting a property through Cluttons was nothing short of appalling. The property, located on Smith Terrace, Chelsea, was advertised as a long-term unfurnished rental. The agent assured us repeatedly that the landlord sought a long-term tenant, which aligned with our requirements. However, this assurance turned out to be a facade.

Initial Negotiations and False Promises

We requested the removal of all furniture, consistent with the property being rented unfurnished. The agent assured us the landlord was "very flexible" and agreed to these terms. Yet, from the moment we moved in, the landlord exhibited bizarre and unprofessional behavior—refusing to acknowledge us in person and insisting on communication solely through written letters, which we dutifully complied with for six months.

Mismanagement and Lack of Support

After six months, the landlord engaged Cluttons to manage the property again. During their inspection, we were commended for maintaining the property to a high standard. However, despite multiple follow-ups, we never received confirmation of the landlord's satisfaction. Instead, after just ten months, we were served a Section 21 notice to vacate the property with no explanation.

Abrupt Eviction and Lack of Compassion

Despite requesting a reasonable extension to find a new property during the challenging summer rental period, Cluttons offered no support. Their indifference compounded the stress of finding a new home. Eventually, we moved out, only to face further issues retrieving our deposit.

Deposit Disputes and Silence

After moving out, the landlord made an unjustifiable claim, demanding £3,500 for the storage of furniture removed to fulfill the rental agreement. This charge was baseless, as the property was rented as unfurnished, and there was no mention of such fees in the contract. Cluttons remained unresponsive for weeks, only reappearing when we noticed the property was back on the market at a new price. Their excuse? "That’s held by a different team, not me".

Final Thoughts

Cluttons demonstrated blatant favoritism toward the landlord, failing to uphold their role as neutral managing agents. If you’re considering renting through Cluttons or looking at properties on Smith Terrace, think twice. Their lack of professionalism, poor communication, and disregard for tenant rights make them an agency to avoid.
If the agency describes the landlord as "odd" (their word, not mine), take it as a red flag. It’s a scam in disguise, enabling them to churn through tenants and create new contracts every year. Save yourself the frustration—look elsewhere!

I’ve had an absolutely dreadful experience with Cluttons Estate Agency over the past few years, and I feel compelled to share my story to warn others who might be considering using their services.

November 2021: A Month Without Heating

In November 2021, I faced a major issue with the heating system in my flat. During one of the coldest months of the year, the heating broke down, and despite reaching out to Cluttons multiple times, they failed to take any action. For an entire month, I was left without heating, and despite my requests, they didn’t even provide temporary heaters. This was a huge health and safety concern, yet Cluttons showed no urgency or responsibility to resolve the situation.

Despite my repeated attempts to contact them, including emails and phone calls, I was continuously ignored. The only time I managed to get through was via the emergency service, but even that didn’t lead to any resolution. In the end, it was the landlord, not Cluttons, who stepped in to fix the issue. Their complete disregard for the tenant’s well-being was shocking and unacceptable.

July 2024: Incompetence in Handling Tenancy Swap

Fast forward to July 2024, when I needed to move out of the flat. I followed the proper procedure and requested a tenancy swap, providing plenty of notice. However, Cluttons took a staggering four weeks just to contact the landlord about my request. This caused unnecessary delays and stress during what was already a stressful moving process.

Once I finally found a new tenant to take over, Cluttons failed to follow through with the necessary steps to complete the tenancy transfer. This left both me and my flatmate in a chaotic situation, unsure of what would happen next. To make matters worse, the new tenant I had found was also left in limbo, as they couldn’t get any clear communication from Cluttons either.

September 2024: Still Waiting for Deposit and Overpayment Refund

The last day of my tenancy was September 1st, and I am writing this review on October 10th already. Now, I am facing yet another issue with Cluttons: the return of my deposit and an overpayment I made. Despite several phone calls, emails, and attempts to get in touch, I have received no clear information or response from them. It’s extremely frustrating to be left waiting for money that I am rightfully owed, and Cluttons’ complete lack of communication or urgency makes the situation even worse.

It’s painfully clear that Cluttons is severely lacking in professionalism and basic customer service. Throughout my entire experience, they have failed to demonstrate any competence or willingness to resolve issues. Their reputation speaks for itself – and for good reason. If their team had shown even a fraction of the care and attention a client should expect, none of these problems would have escalated the way they did.

I am still waiting for a resolution regarding my deposit and overpayment, and I have little confidence that Cluttons will act swiftly or efficiently. This has been one of the worst experiences I have ever had with an estate agency, and I can’t stress enough how much I regret ever signing a contract with them.

If you are considering working with Cluttons, my advice is simple: don’t. Their unprofessionalism, poor communication, and lack of accountability have caused me a great deal of stress and inconvenience over the last few years. I wish I had known this before committing to them. Save yourself the trouble and look elsewhere for a more reliable and professional agency.

I have never experienced such utter chaos. Cluttons have absolutely no idea how to manage a tea party, let alone a property.

They lost check-in documentation, they didn’t respond to multiple repair requests, and your point-of-contact changes on a monthly basis!

Absolutely impossible to reach anyone over the phone. Their high staff turnover is a clear indication of the chaos internally!

Avoid them at all costs!

Rented in London for 10 years - the single worst agency I've ever dealt with. Rented with Cluttons for 3 years. The whole time they are rude, unhelpful and the communication is non-existent. This is not an exaggeration - We are still waiting on our deposit back after 6 weeks of moving out (seems to be a very common problem) with no response on emails. Have had to turn to TDS to try and get our money back (pending). Maintenance issues were insanely hard to deal with - no communication and lack of support. Most of the 'fixes' were left unfinished and were complete botch jobs - they will not rush to help you get this resolved. Many times we had to go into branch to actually speak to someone. It seems the google reviews that are positive are all from people buying and selling properties where the vested interest is high and not about the experiences of renters. Please try and find alternative agents if you want to live in the area. Take this advice from someone who has lived in the area for 6 years and my partner 11 years.

I rented through them for 3 months. They were absolutely useless. Very much “computer says yes” - when I challenged something in the contract, their response was “just ignore it” - like a court would ignore a legal agreement. Landlords - find someone better!

Absolutely terrible experience- so much so I’m going to their regulator.

DO NOT TOUCH THEM WITH A BARGE POLE

Tenants who rent via this agent beware. Cluttons by default put a clause in tenancy agreement which obliges tenant to hire professional deep clean other wise they will deduct cleaning cost from deposit. However, it was obvious that before my move in the property was not professionally cleaned before. Basically they are just putting the burden of cleaning the property on tenant's shoulder.

Had to go on TDS and dispute for the cleaning charge.

Pay extra attention on tenancy agreement when renting with this agency.

Please, please if you are taking the time to read these reviews because you’re considering any interaction or business with this underhanded cowboy company take heed! From soaring, unjustified or explained management fees, to being uncontactable, not assessing pressing issues and charging for maintenance issues that don’t exist and a disappearing sinking fund, our list of problems due to their mismanagement is huge. When we have asked for an audit of their expenditure of OUR money they say they audit themselves! Do not get involved with anything that gives them access to bill you.

Disorganised and unprofessional. Horrible communication and stalling practices when it comes to having appartment issues solved. No ownership and laughable excuses when you enquire as to why your issue hasn’t been addressed for over 5 month (with constant reminders).

Just wanted to say that we’ve had a great experience with Nathan Grimwood managing our property since we moved in. He’s been very proactive and kept us regularly updated every step of the way. He’s a real credit to the company!

If I could put minus stars I would. There was no communication from the property managers, every couple of months/ years there were demanding money that we have already paid. They said we paid then followed with they paid it back to us which is an absolute lie. I am now out of the tenancy and they are still sending me emails regarding payments. I have proof of every payment. The move in was also a nightmare. DO NOT USE THEM. For all the people at the back, DO NOT USE THEM.

DO NOT USE AT ALL COSTS! This is about Tower Bridge Cluttons - I have no idea who's running the branch but it's nothing short of a mess. By far the worst property management service I've ever used or dealt with (and I've worked in property management). Their staff simply do not respond to emails or calls both in emergency situations and when it comes to day-to-day issues. After poor service all year, they then tried to take every single bit of our £3k deposit for the flat we'd only been in for 12 months. When we left, we had a professional clean (costing £350) with zero damage to the flat whatsoever, they claimed it wasn't up to standard and then charged us an additional £400 for a new clean claiming there were 'crumbs in the toaster and residue in the tray on the washing machine' and other hilarious reasons. It's now been 2 months since our move out and they have simply stopped responding to all emails and we have not seen a penny of our £3k back. If you are a landlord, do not use and if you are a tenant, avoid unless you have no need for help with rats in the building (arc house) and constant hot water issues.

All round very disappointing. Sales marginally better than property maintenance but only just. Unresponsive. High turn over of staff. Very frustrating to deal with. I thought it was maybe just our experience but looking at other reviews I can see it’s not. I won’t use going forwards

Entirely avoidable management service from Cluttons. Very slow to respond and not proactive in dealing with issues. Repairs through Cluttons’ network is extremely expensive. They don’t have tenants’ or landlords’ interest in mind - never once have I proactively received proper explanations for high costs or alternative quotes (unless I asked). Massive conflict of interest as Cluttons receives commissions from the contractors for works done - they are incentivised to over-charge. Of all the big agencies, Cluttons falls the most short in service.

Quick follow-up:
- the kickback for Cluttons on repairs is 12.5% (reiterating the conflict of interest). Took over a week for them to get back to me
- I have written in to the head office, and while they have acknowledged the feedback, they have not responded to any of the points I have raised.

We moved into our rented property just over a week ago. Unfortunately, there were some initial teething issues, but Cluttons responded quickly to our concerns and resolved the issues.

Upon arrival, the boiler was out of service, leaving us without heating for a couple of days. We reported these issues to the agency via email, and in less than 24 hours, we were contacted by a contractor to arrange an inspection/repair. The contractors brought portable radiators to tide us over, and Cluttons has also offered a rental reduction to compensate.

Before moving in, the agency maintained good communication with us and responded promptly to our queries. Overall, we are happy with our experience (much better than other agencies)!