7th Oct 2026 (20 days ago)
? 1 star — and honestly, I wish I could give zero.<br><br>If you are thinking about using Foxtons to manage or sell your property, please think very carefully before you do. My experience has been an absolute nightmare from start to finish. What should have been a straightforward process turned into months of chasing, calling, emailing, escalating and repeatedly asking Foxtons to do things I was already paying them to do.<br><br>The biggest problem? I was paying Foxtons to manage my property, but I ended up having to manage Foxtons.<br><br>Communication was appalling. I was repeatedly told things would be dealt with, only to find myself chasing again because nothing had happened. I was passed between different members of staff, had to repeatedly explain the same issues and constantly push for basic answers. Nobody seemed prepared to take ownership and actually see a problem through to the end.<br><br>Then came the mess after the tenants vacated.<br><br>Half the keys were returned late and the other half had apparently been lost and were only found months later. There was substantial damage left at the property, yet I was left waiting month after month for quotations and updates. I chased and chased, only to eventually find that the matter had been dealt with through the deposit scheme and the result was £15.<br><br>£15.<br><br>After all the damage, delays and time spent chasing Foxtons, that was the outcome.<br><br>To make matters worse, Foxtons failed to properly communicate what was happening with the deposit process and I was subsequently cut off from the deposit scheme, leaving me with no meaningful way to pursue the matter. Six months later, I am still waiting for a promised phone call from Foxtons.<br><br>Then there was the completely unnecessary situation involving our new estate agent collecting the keys. I live overseas and my mum was struggling to get to the Foxtons office, so our new estate agent was doing us a favour by collecting the keys on our behalf. Instead of simply handing over the keys, a member of the Foxtons office staff became confrontational with our new agent and told him to come outside to fight.<br><br>This was completely unacceptable and completely unnecessary. Someone was trying to help us because I live overseas, and Foxtons managed to turn even the simple collection of keys into another confrontation.<br><br>By this point it was impossible to see these as isolated mistakes. Weeks would pass, I would chase, I would be given an assurance, nothing would happen and I would have to chase again.<br><br>I was living overseas throughout this. I wasn't asking Foxtons to do me a favour. I was paying them to manage my property. I should not have needed to spend hours making calls and sending emails from the other side of the world just to get basic things done.<br><br>Eventually I escalated the matter to senior management because the normal channels clearly weren't working. You would expect that to finally result in someone taking responsibility.<br><br>It didn't.<br><br>I received one email and then nothing. No meaningful follow-up, no resolution and no phone call.<br><br>For a company charging professional estate-agent fees, this level of service is completely unacceptable. I don't expect perfection, but I do expect communication, accountability and basic follow-through.<br><br>I would never use Foxtons again and I would strongly advise anyone considering using them to look elsewhere. Don't just judge an estate agent by how they appear when everything is going smoothly. Judge them by how they deal with problems.<br><br>In my experience, Foxtons didn't take ownership. They became another problem I had to manage.<br><br>An estate agent should make selling and managing your property easier. Foxtons made it harder, more stressful and far more time-consuming than it ever needed to be.<br><br>And the most ridiculous part? The matter is STILL not resolved. I am still waiting for an email back from Sam.... Read more