Maskells Estate Agents is a reputable property services firm specializing in the sale, letting, and management of luxury residential properties in Central London, particularly in the prestigious areas of Chelsea and Kensington. With over 60 years of experience in the property market, the company has established a strong track record of success in guiding clients through various property transactions. The company caters to a diverse clientele, including homeowners, renters, and property investors seeking expert assistance in navigating the complexities of the real estate market. Maskells offers a comprehensive range of services, including property valuations, acquisition support, corporate lettings, and property management, ensuring tailored solutions that meet the unique needs of their clients. With a commitment to professionalism and a deep understanding of the local market, Maskells is positioned as a trusted partner for those looking to buy, sell, or rent high-end properties in one of London’s most sought-after locations.
Maskells Estate Agents receives high praise for its excellent service, particularly highlighting the professionalism and responsiveness of staff like Megan. Reviewers frequently commend the smooth and efficient process of renting or selling properties, with many noting the clear communication and attention to detail provided by the team.
However, some customers express dissatisfaction, citing issues with landlords changing terms unexpectedly and concerns about the handling of deposits and tenancy agreements. A few reviews mention a lack of responsiveness from management when problems arise, leading to frustration among clients. Despite these criticisms, the majority of experiences shared are overwhelmingly positive, showcasing Maskells as a reputable agency in London. Overall, the sentiment leans towards a favorable view of the agency.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 4.2 | 14 | 100% | ● Low |
Monthly average rating from reviews written by people · latest review Sep 2024.
| Month | Average | Reviews |
|---|---|---|
| Nov 23 | 5.0 | 1 |
| Dec 23 | 3.0 | 2 |
| Jan 24 | — | 0 |
| Feb 24 | — | 0 |
| Mar 24 | — | 0 |
| Apr 24 | — | 0 |
| May 24 | 5.0 | 1 |
| Jun 24 | 2.0 | 1 |
| Jul 24 | — | 0 |
| Aug 24 | — | 0 |
| Sep 24 | 5.0 | 5 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 14 most recent reviews.
“Maskells was amazing to work with and couldn’t be happier with how smooth and efficient it has been for me working wi...”
“I used Maskells Estate to let a property with them from September 2023 through September 2024”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Home & Garden.
| Company | Overall | Legit | Service | Trend | Reviews |
|---|---|---|---|---|---|
 | 4.2 out of 5 (good) | 100 out of 100 | 4.0 out of 5 (good) | — | 14 |
| 4.8 out of 5 (good) | 100 out of 100 | 4.3 out of 5 (good) | — | 1,809 | |
| 4.7 out of 5 (good) | 100 out of 100 | 4.8 out of 5 (good) | — | 1,004 | |
| 3.7 out of 5 (good) | 100 out of 100 | 1.2 out of 5 (poor) | — | 1,000 | |
| 4.6 out of 5 (good) | 100 out of 100 | 4.6 out of 5 (good) | — | 1,000 |
Bottom line: Maskells Estate Agents is #4 of 5 on overall rating in this group. On service, My Home Move Conveyancing scores higher (4.8 vs 4.0).
14 reviews of Maskells Estate Agents. Filter by what matters to you.
Over a year ago
My experience with Maskells has never been anything other than excellent. Both Hayley and Vashti are clear in their communication, and are always very responsive. I would absolutely use Maskells ag... See more
Over a year ago
Maskells was amazing to work with and couldn’t be happier with how smooth and efficient it has been for me working with maskells.
Over a year ago
Maskells provided an outstanding experience in renting a property. The agency’s professionalism and attention to detail were evident throughout the entire process. Their team, including Megan, Peter,... See more
Over a year ago
My experience with Maskells was brilliant and they proved to be excellent agents to work with. Megan was professional, easy and efficient and was strong in honesty and communication throughout the pro... See more
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My experience with Maskells has never been anything other than excellent. Both Hayley and Vashti are clear in their communication, and are always very responsive. I would absolutely use Maskells again, as either a tenant or landlord, and would recommend others to do so too.
Maskells was amazing to work with and couldn’t be happier with how smooth and efficient it has been for me working with maskells.
Maskells provided an outstanding experience in renting a property. The agency’s professionalism and attention to detail were evident throughout the entire process. Their team, including Megan, Peter, Vashti, Hayley, Tabitha and Alex demonstrated exceptional efficiency and clear communication. Maskells' commitment to honesty and customer satisfaction made the rental experience smooth and stress-free. I highly recommend Maskells for anyone looking for top-notch service in property rentals.”
My experience with Maskells was brilliant and they proved to be excellent agents to work with. Megan was professional, easy and efficient and was strong in honesty and communication throughout the process. She went above and beyond and I cant recommend their service highly enough.
Working with Megan and Maskells made renting a property an amazing experience. Megan's professionalism and efficiency stood out, as she made the entire process smooth and straightforward. Her commitment to honesty and clear communication ensured that every step was handled with care. Overall, Maskells provided exceptional service, making the rental experience both seamless and enjoyable.
I used Maskells Estate to let a property with them from September 2023 through September 2024. The landlord decided to sell the property midway through and thus had me move out 3 months early in June 2024. I was told at this time that I would be reimbursed for the rent I had already paid (I am a student and pay 6 monthly) and the deposit returned after I had the flat professionally cleaned. The process of setting up the tenancy was fairly quick and the letting agent (Alex) was amazing! However, once the tenancy started this changed. Alex was replaced by an agent (Vashti), who to her credit, did her best, but the landlord was difficult. The landlord was impossible to contact or communicate with, and this led to issues with maintenance. The clerk they hired for the inventory had also left out over 30 items, and this caused problems down the line. Once I moved out, however, this changed again. A new agent (Hayley) took over from Vashti for the termination of the tenancy. While Hayley has mostly been fairly good at communicating with me, I have been moved out/tenancy ended for over 3 weeks and still have yet to receive any information regarding my deposit or the reimbursement of the rent I had paid for the final 3 months of my tenancy. I have not received any charges against the deposit, I have not received the deposit back (even though legally the limit is within 10 days of move out), and I have not heard anything about the reimbursement for my rent. The only thing I have heard is that the professional cleaning was insufficient - even though I hired the company Vashti recommended. While Maskells seems to be a fine letting agency, they unfortunately work with bad clerks, sketchy landlords, and assist in housing scams. I would never work with them again because I am still waiting for the over £10,000 that I am owed. Update/edit: At the time of the original post, I had not received any information about my money. I was successfully reimbursed for the entirety of my deposit and my rent (but only after I said I would bring in legal counsel and mentioned London's guidelines that landlords return rent within 10 days of the tenancy ending) approximately 5 weeks after my move out was confirmed. I still stick with my original review - the landlord had no intention of allowing me to stay for the entirety of the original lease, something the letting agency would have been aware of. It took me threatening legal involvement to get my money back, and I think I was more than fair with stating I would accept a return of my money within 6 weeks. As stated in the original review, anything requiring the landlord's approval took a very long time. My statement regarding the maintenance being "fast" was referring to how quickly the maintenance was completed AFTER the confirmation/the month spent asking for it in the first place. The clerk did a terrible job, and they attempted to penalise me for leaving things that were in the property before I moved in because the clerk had forgotten to include 30+ items, even after I was told to "do my best and leave things that were not mine in the property" even if they were not in the document. If I had not insisted on my deposit being returned within a reasonable time frame and contested the charges, I would not have gotten the deposit back. They attempted to scam me out of my deposit and my rent with false excuses, and I fully believe if I had not been firm with my communications and my intent to bring on a lawyer it never would have been returned. Like I said in the original review, the letting agents were individually fine and fairly competent, but overall it was not a good experience. The property was nice, but everything was overcomplicated, convoluted, and difficult because of the landlord. I will add a star, bringing this to a 2 star review since my money has since been returned, but I believe that is more than fair.
Megan at Maskells was excellent to deal with in renting a property for my family in London. She was prompt, savvy and truly professional. She made a tricky task much easier!
They are dishonest and in my case they changed the terms of the contract 20 minutes before I was going to sign it telling me that I now had to pay an extra 700 pounds per month for a house in Chelsea. They simply chose to ignore a ‘handshake agreement’. And now when I am moving out they suddenly claim I have to buy brand new beds for the owner instead of the disgusting ones I took over. I am taking legal action if they don’t start to behave properly. THE ANSWER BELOW FROM MASKELLS IS NOT STATING THE FACTS CORRECTLY…THE GUY RUNNING THE CHELSEA OFFICE IS VERY AGGRESSIVE AND JUST AN UNPLEASANT PERSON (SEE ALSO REVIEW FROM 16 NOV 2022). MY BEST ADVICE IS TO AVOID THEM.
Maskells have been excellent. Writing as a landlord with a portfolio of properties in South Kensington we have found the entire team to be highly effective, communicative, consistent and a pleasure to do business with. Thank you to Peter, Vashti and Alex for all your help and great work.
To find (and rent!) an apartment requires speed in the current market. Megan Green was quick off the mark ... scheduling a viewing, responding to emails/phone calls, preparing and transmitting paper work, and (happily!) confirming payment of the Reservation Fee (and taking the property off the market). Megan not only attends to the basics but answers questions as to particular details within minutes. She has an engaging personality. I would recommend Megan Green and Maskells without reservation.
I can thoroughly recommend Maskells Estate Agents. I dealt with Gareth Jones who could not I been more helpful through out the twists and turns of selling our flat. He was very knowledgeable, helpful and professional. We felt we were in safe hands throughout the whole process.
We sold our house through Maskells. They made the process really easy and were very proactive. Jamie was our main contact and he was brilliant. I would definitely use them again.
I gave Maskells a chance to respond to issues privately, but the owner asked for time and then didn't respond again, despite followups. The market is hot, agents know it and treat tenants poorly as a result. If you're going to work with Maskells to rent a property, don't expect anything other than attention at the time of renting, and pressure at the time of exit. They'll be ineffectual during your tenancy. I asked for help and I was belittled, told my issues weren't issues, told the tenancy contract only worked in favour of my landlord, and was fed contradiction after contradiction when I was communicated with. The amount I was told (in writing) I'd receive from my returned deposit was also different to the amount I actually received. They'll claim they're different, but it's a marketing ploy and not the case (in my experience).
Seamless service from one of London's premium Estate agents, offering stylish and high end properties for rent or purchase. High-end service in Knightsbridge and Chelsea. They will go out of their way to find you the property that you want. 5 Star recommendation from this client.
Maskells Estate Agents is a reputable property services firm specializing in the sale, letting, and management of luxury residential properties in Central London, particularly in the prestigious areas of Chelsea and Kensington. With over 60 years of experience in the property market, the company has established a strong track record of success in guiding clients through various property transactions. The company caters to a diverse clientele, including homeowners, renters, and property investors seeking expert assistance in navigating the complexities of the real estate market. Maskells offers a comprehensive range of services, including property valuations, acquisition support, corporate lettings, and property management, ensuring tailored solutions that meet the unique needs of their clients. With a commitment to professionalism and a deep understanding of the local market, Maskells is positioned as a trusted partner for those looking to buy, sell, or rent high-end properties in one of London’s most sought-after locations.
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