Unfortunately, there is no option to give zero stars. Incredibly bad experience. I am an owner of a flat in Queensway renting the flat out through the KFH Queensway branch. While Tom and the others at the location are excellent at finding tenants - unfortunately, this is where the good news ends. The nightmare started when I asked if they could connect me with a builders company to refit the kitchen - simple job. A company named Trio Maintenance came in, stripped the kitchen down and left everything lying around, doubled the estimated fee (which I had to pay in advance or they said they wouldn't finish the work). Took nearly 3 months to finish a 2 day job (stripped one set of incorrect tiles - couldn't find the appropriate size so replaced them with an equally incorrect set of tiles) - I've recently had to pay another company to rectify a leak that was a result of their shoddy work. After numerous emails, eventually they had to admit they charged twice the price and returned half the money. The full story is too long to go into here. I was under the impression they would recommend a reputable building company as KFH is a large estate agent but Trio Maintenance was anything but that. Earlier this week KFH sent me the final statement before the tenant moves out at the end of this month. I don't think there is a single figure on the statement that is correct! Non-existent fees (damage to the flat by the tenant that we have been charged for), wrong entries (an entry that is credited once and debited twice), they paid a council tax invoice they I already pay by direct debit (without informing me), added a fee for a "check out appointment" (the tenant is still in the flat and will be for three more weeks!!!), another bill from Trio Maintenance (even though we settled our bill with them three months ago and they have not entered the flat since then), etc, etc. I sent a couple of emails to the manager that was assigned to us (Danny F.), and can't even get him to reply! Now I am stuck with an incorrect statement where we have been overcharged, I don't know whether they paid the council tax bill so have no idea whether I should speak to the council to rectify, we still have to bring in someone to fix the shoddy work that was done by Trio Maintenance, etc. I have dealt with multiple estate agents in London over the years as I rent out two properties from time to time, and they typically put in a decent effort try to retain their customers. Difficult to comprehend - maybe KFH has grown too big - many of their staff just don't seem to care and are (at the best of times) just going through the motions. Having read through some of their reviews on this site, I see that others are having similar issues. Why is KFH management tolerating this? It's difficult to understand as KFH charges more for their services than the majority of other real estate agencies. Again, the sales team at the Queensway branch is extremely good - quick at finding tenants - but it's pointless as their work is undone by the poor performance of other departments. I am forced to write through this website in order to get the person who is assigned with managing my flat to reply to me. How bad is that? Even a one liner - "Thanks for your email, give me some time to look into this." would suffice. Nope - dead silence for days. If we ignore him long enough, maybe he'll go away... Hopefully someone from management will read this and get them to respond.