Stirling Ackroyd, Sales and Lettings Specialists Reviews 1.396

My property manager Briana Trejos has been exceptionally throughout my tenancy.
Her proactiveness and responsiveness towards my queries maintenance has always been top class
Thanks you once again I happy to continue my Tenancy
Kasum

I rarely leave reviews, but unfortunately my experience with Stirling Ackroyd has been extremely disappointing.

Throughout the end of our tenancy, the handling of our rent refund and deposit was unnecessarily complicated due to poor communication and a lack of transparency. Despite repeated requests, important information was not clearly provided, including the deposit reference and documentation, which I ultimately had to formally request myself months later.

The refund process was also poorly managed. The initial payment made to us was incorrect, and only after several exchanges was the amount adjusted. Even basic explanations regarding the calculation were not provided until much later in the complaint process.

Communication during the tenancy itself was also problematic. At one point we experienced significant humidity issues caused by water penetrating through an exterior wall during a period of heavy rain. Despite reporting this to the property manager, the issue was not relayed to the landlord, and we ultimately had to contact the landlord directly to have the problem addressed.

What is most frustrating is that many of these issues could easily have been avoided with clearer communication and better administrative diligence.

After reading other reviews here, it appears that my experience is far from isolated. Many tenants report similar issues regarding communication, delays, and lack of transparency. This is particularly concerning for an agency of this size.

As a result of these issues, I am currently pursuing a formal complaint through The Property Ombudsman in order to seek compensation for the way this matter was handled.

I sincerely hope the company takes these recurring concerns seriously and improves its processes, as tenants deserve a more professional and transparent service.

I would say this is the worst agency in my whole life with whom I have to deal. We rented an apartment 5months ago. The condition in which apartment was given to me was inhabitable. There was mould dampness all over the apartment. Inventory was not even provided as promised. There agent lied to us on so many levels, and when we raised complaints they were ignored as it was verbal discussion.
The apartment had serious health hazards. The agency didn’t get it repaired even after the previous tenant left the apartment after just moving in 2 months. We have been struggling to get in touch with them. Agency working as middle man between me and landlord is useless. Please if anyone is reading this don’t rent an apartment with them. They have pathetic services and agency will give you a headache if you want things to be done. Please I repeat dnt rent the apartment with them.

We own two properties in London and have been using Stirling Ackroyd for property management. In the past, frequent changes in account managers sometimes made things feel a bit inconsistent, which can be challenging when you are managing properties from overseas.

Since Shannaigh Leander-Simpson took over our account, the experience has improved noticeably. She is responsive, organised and follows up on issues properly. As overseas landlords, it is reassuring to know that someone is keeping an eye on things and making sure matters are handled. Her support has made the process much smoother for us.

Mela is always so quick to respond and resolve any issue that comes up with the property. I really appreciate it!

Shannaigh is a 5* property manager. She has been looking after our London apartment for 1.5 years now. She is responsive to emails and gets the job done. We are very pleased to have her. Over the seven years we have been with Stirling Ackroyd, we had a few property managers before Shannaigh, and most of them were quite disappointing. For this reason, we gave an overall rating of 4 stars.

I have used the firm twice in the past 3 months to survey a potential house move. Vicky Newby was the Surveyor. She was so thorough, supportive and knowledgeable. A really lovely communicator, explaining the issues without using jargon. She allayed my anxieties regarding the whole house move. So appreciated, thanks Vicky.

I had a deeply disappointing experience with this estate agent. From the moment I submitted my offer to purchase a property, I was repeatedly given misleading information. When significant issues were raised by the surveyor, the agency continued to be evasive rather than transparent. Their handling of the entire process felt highly dishonest and left me unable to trust anything they said. I ultimately withdrew from the purchase because of their behaviour, and I would strongly advise others to approach this office with caution.

Their purportedly fully managed letting services involved no inspections (automatically or after asking for one to be undertaken), resulting in 6 people residing in my flat - as opposed to the 2 people named on the tenancy agreement - who trashed everywhere and stole my belongings. Stirling Ackroyd's lack of advice or proper service meant I could not claim back a fraction of the damage and loss from the deposit. They also failed to serve notice to terminate the tenancy on time. Stirling Ackroyd committed serious failings, causing me an immense amount of misery and loss.

Excellent service from Mohammed Amin!

I recently had a disappointing experience with this agency.

During the application process, I felt significant pressure to use their recommended Bode contents insurance and their No Deposit scheme. Although these were presented as optional, the communication strongly implied that choosing the standard 5-week deposit would weaken our application. It felt like bundled products were being promoted in a way that put unnecessary pressure on tenants.

In addition, the viewing process was poorly handled. Our appointment time was changed at short notice, and on the day, the agent arrived earlier than agreed without notifying us. We were left waiting outside in the rain, which was both uncomfortable and unprofessional.

Overall, the experience felt sales-driven rather than tenant-focused. Transparency and punctuality are essential in the rental process, and unfortunately this interaction did not reflect that standard.

We’d like to say a huge thank you to Anthony at Stirling Ackroyd for all his help in selling our house. From start to finish, we genuinely felt he was on our side and guiding us through the process with care and integrity.
He kept a cool head during some very tense moments and handled everything with calm professionalism, which made a real difference. What stood out most was that Anthony combined capability and experience with a genuinely human approach — we always felt he truly cared about getting the right outcome for us.
We wouldn’t hesitate to recommend him. Thank you again, Anthony

Do not ever deal with this agency. It's a trap. After signing the tenancy agreement and locking their profit, they will not bother with the problems you have. They will refuse to add and communicate with you via WhatsApp, no matter how serious an issue is going on. You will have to call their fix line and try your luck.

Spoke to Marco and can only say that we need more people with his phone manner as well as professionalism. Thanks Marco, can only hope you get the recognition you deserve.
Regards
Garreth Evans

Stirling Ackroyd has been managing our rented apartment in London for approx 7 years and I would chose them again.
Especially Rebecca Heslam deserves a 10 star review - always helpful and on the spot with legal issues. I could always rely on her … „leave it with me“ from her means peace of mind for you.
And a great sense of humour makes working with Rebecca highly enjoyable.
Need a property manager?
Look no further!

I use Stirling Ackroyd to let and manage my flat. Richard Mackerel and team are excellent at getting my flat let quickly between tenancies with barely any void period. Mohammed Amin is a brilliant property manager - responsive, professional and a pleasure to deal with.

If I could give -1 star I would.
Stirling Ackroyd absolutely destroyed me mentally and physically. Never I wish this experience to anyone.
Moved with my partner to a one bedroom house 18th of Jan 2025, at the beginning everything seemed amazing, when it comes to take money out of your pocket they are so fast and good.
5th of feb 2025 I send an email (just two weeks after) about a list of things to follow up that had to be fixed ( the property manager said everything was going to be fixed within a couple of weeks.. well my tenancy was 11 months and I was still waiting.. anyway). The biggest problem was mould ! The mould was growing everywhere, my clothes were mouldy, my shoes… my food, my brand new furniture got mouldy, my curtains, my sofa,my rug, my heels, mould was growing everywhere, was impossible to breath and to live. 5th of Feb I send first email of complaint and I am told to open the window ( like if I was stupid). Mould keep growing and every single day I was there cleaning, the smell absolutely unbearable.. I keep sending emails with pictures and videos and I am told that previous tenant was there for 9 years and never had any issue so it had to be me doing something wrong ..! The weeks keep going and we are in April where I throw £700 pounds worth of furniture and I sent emails of complaints ( hundreds of pictures and videos and receipts of what was bought just in January was sent ) the lovely house manager David kept saying was us not opening the window! After I told him I was not gonna pay rent till someone came and had a look he said (before sending someone to check) that was the council responsibility ( here we are in August, I rented in January and till August nothing was done, just two different guys who came checked and said “well this is bad” but no report or anything came back). End of October finally someone from council Lambeth came, check and say that is the landlord responsibility cause the all house is just old shitty and mouldy, but internally, I sent more than 200 emails in total and I still have all proof! I begged and begged to break my contract cause I was living a nightmare! What was meant to be a nice experience and a dream become just a terrible nightmare… finally in December David send email saying that they were breaking the contract 4 weeks earlier, 21 at of dec instead of 18 of Jan. I leave the house and I receive emails saying that to wait for news cause we will be charged money but it doesn’t say for what!!!
11 months! 11 months living a nightmare an now I have to wait to be charged ? And the £700 for the furniture never refunded! Just lost!
In October I received emails saying to be ready and confirm if we wanted to renew the contract or not, the email said that if we were not confirming there were going to automatically put the house in the market and last day would be 18th of dec ( the email was wrong cause our contract was meant to finish in Jan but we did not think about it and just followed the email and found an other place starting from 18of December), we found the house, we signed the tenancy agreement and sent the deposit (£3000) and than Stirling Ackroyd just email us saying “ no it was wrong now you have to pay till January bills and rent “ !! So basically not only made a mistake, I never received an apologies and they never tried to fix the problem so they left me that I had to pay rent of TWO houses after I just paid £3k for the deposit of the new house!
Up to now I’m waiting for those “charges” … that’s the most embarrassing company I ever had to deal with.
I would not wish this experience event to my worst enemies cause is just stressful, time consuming, makes you tired and mentally overwhelmed… absolutely a shit show!
Just to give an idea I lost 8kg cause was meant to be my safe space, my house, my everything become the worst experience of my life…

I had a lovely lady Hannah assist me on every matter, answering questions with no problem regardless of how many i had. She made the process easy and straightforward every step of the way, i am very grateful for the help

I’ve just moved into a new property with Stirling Ackroyd and have Melissa as my new property manager. Since before my move in date she has been nothing but helpful! She checked in prior to the move to introduce herself and is so responsive if I have any questions. I am very pleased with Stirling Ackroyd and more specially, having Melissa as my property manager.

I received out of this world service from both lettings and Sales at their Woking branch

Sales - Richard went out of his way to secure my new flat purchase. He even took time away form his family on his day off to allow builders to attend to quote!

Lettings - Both Toby and Alex were awesome. Kept me in the loop at all times and secured me a tenant within days. The whole process was slick and efficient and would always recommend them to anyone looking at hassle free and confident letting service.

Nice work guys