Chestertons Canary Wharf — Attraction in London

Chestertons is, without exaggeration, the most incompetent, unprofessional, and utterly useless “property manager” I have ever dealt with. If the goal of property management is to create headaches, waste time, and deliver zero accountability, Chestertons has perfected it.

The lost keys debacle (the pinnacle of incompetence): They were tasked with duplicating balcony keys, invoiced and paid through my account. Months of chasing later, their “professional” explanation was literally: “we have been unable to ascertain how these keys were delivered by the contractor and or how or if they were delivered from the negotiator to the tenants…a number of months have passed since this event and the memory of exactly what happened has faded.” Translation: we lost your keys, we don’t know how, and we’ve forgotten because it’s been too long. Even worse, despite already being given a full set of keys, they insisted on using my personal keys (which were never for their use), and when I refused, they had the audacity to blame me for not handing over my own private set. Astonishing incompetence, coupled with entitlement and blame-shifting.

Repairs without consent: They went ahead and commissioned a repair job without my written approval, despite the contract clearly stating they were not authorised to do so. Apparently, terms of agreement mean nothing to them when they’re too busy burning other people’s money.

Shady renewals: Every time the tenancy renews, they try to force you into signing a new agreement with different terms to what was initially agreed. It’s a manipulative tactic designed to trap landlords into ever-worsening terms, and it speaks volumes about how they operate.

Incorrect fees (again and again): They have, on multiple occasions, charged fees incorrectly and not in line with the agreement. Each time, it has been yet another painful saga of multiple follow-ups, wasted time, and endless delays before they grudgingly credit back the wrong charges. Weeks, sometimes months, just to fix mistakes that should never have happened in the first place.

Inventory oversight: The inventory clerk they recommended didn’t notice the tenant had taken the TV — nor did the property manager. A TV is not a teaspoon — it’s massive. Yet somehow both “professionals” managed not to notice.

Zero accountability & follow-through: Issues require endless chasing with no result. Their “team” approach (at one point, my property was managed by a so-called “team” with no dedicated manager) really means nobody does anything and nobody takes responsibility.

A conveyor belt of incompetence: Every property manager I’ve been assigned has been passive, unresponsive, and wholly incapable. Communication? Dismal. Attitude? Defensive. Actions? Non-existent. They require such intense micro-management that I may as well cut them out of the equation entirely.

Management fees for what?: I honestly don’t know what I’ve paid them for — other than for stress, wasted time, and the privilege of doing their job for them. On top of that, they pile on endless “additional” charges for every little thing, to the point where it’s unclear what the core property management fee even covers. Spoiler: apparently nothing of value.

Basic invoicing failure: They don’t even provide valid tax invoices for the letting and management fees they charge. When asked, they become obstructive and difficult, as if issuing a proper invoice is beyond their capacity.

Chestertons doesn’t manage properties. They mismanage, misplace, and mischarge — then hide behind excuses and apathy. Every interaction with them has been an exercise in frustration, incompetence, and wasted time. If you value your money, your sanity, or even the basic concept of professionalism, stay far, far away from...

Iv rented from a few different agencies but this has to be the worst with the way Canary Wharf staff members have treated me during my tenancy at a property managed by this company. It has been a nightmare of a tenancy and I wouldn’t wish it on my enemy, I’m glad the landlord helped but the staff were not helpful at all. I avoided raising this during my tenancy to avoid any issues with my deposit as I faced so many issues already and didn’t want to add on at the time.

I rented a property and ever since the viewing, I have constantly been lied to about the fixes that would be made to the property, a clean before I moved in, and other things that were never done.

I dealt with an agent named Arsida Kalimashi, who had poor communication and sold me a pack of lies. When I complained to her manager, Maria Reynolds, she also lied on behalf of her employee.

The property had many viewings on the day I visited, so I couldn't see it properly, but it looked okay. Arsida mentioned all the things that would be fixed and also lied about which furniture would remain in the property. To make matters worse, she told the landlord that I had seen and accepted the inventory list when, in fact, she never sent it to me and lied about it. I took the property under the condition that it would be deep cleaned and issues fixed, but guess what? It wasn't done at all.

I can’t express how poor the condition of the property was: broken fittings, a stinky and moldy sofa and washing machine, marks all over the flooring, a dead soil bag and an old table on the balcony, a loose front door handle, an oven in very bad condition, broken freezer drawers, a heavily stained mattress, and more!

Arshida had one job! She did not even visit the property before I moved in to see if everything was okay, and no one from Chestertons visited the property either. They only seemed interested in their commission and lied at all costs to get it. In the end, I arranged for a cleaner myself, and the landlord was sent the invoice.

To top it off, I complained to her manager, Maria Reynolds, who was even worse than Arsida. She lied to my face, claiming that Arshida had checked the property but showed no proof. Anyone with common sense would know that this property was not ready for a tenant, and if it is, then you are absolutely deluded.

NEVER AGAIN! The headache from walking into the property it was a relief to leave and not be paired with this company. My experience at another agency now has been so much better and it’s nice to know not all agencies are like Chestertons. I have no faith this complaint will go anywhere but I hope you prove me wrong.

I have attached some of the photos of the state of...

Avoid Chestertons Canary Wharf at All Costs

We are absolutely appalled by the way Chestertons Canary Wharf has handled the letting and management of our property. What began as a sales listing quickly descended into a nightmare when we temporarily decided to rent out our home. We opted for their fully managed service, paying monthly for a service that was, quite frankly, never delivered.

Despite the management fee, I found myself constantly liaising with tenants directly — arranging access, resolving issues, handling maintenance — all of which Chestertons were contractually obligated to manage. Their communication is non-existent: emails go unanswered, calls are ignored, and when you finally get hold of someone, they either don’t know what’s going on or simply don’t care.

We’ve recently regained possession of our property only to discover extensive damage: scratched wooden floors, ripped dining chairs, a bent door handle, and a complete lack of professional cleaning — despite this being stipulated in the tenancy agreement. The tenants paid a £3,500 deposit, yet Chestertons have offered no support in helping us recover any of it. We’re told the Tenancy Deposit Scheme is likely to side with the tenants, and to make matters worse, Chestertons refuse to share the tenants’ contact details due to GDPR — but will gladly file on our behalf for an additional £200+VAT. The audacity is staggering.

To add insult to injury, we own this home on a shared ownership scheme, which means we’re not allowed to profit from the rental. Every cost has come directly out of our pockets, while Chestertons were paid to do… absolutely nothing.

Throughout the process, we’ve been passed between multiple incompetent property managers — including one individual ‘Matthew R’ who genuinely seemed unequipped for even basic communication. We are left angry, exhausted, and financially out of pocket, while Chestertons wash their hands of any responsibility.

If you are considering working with Chestertons — especially in Canary Wharf — do yourself a favour: run the other way. They have demonstrated time and time again that they care only about collecting fees, not about their clients, their obligations, or basic human decency.

This experience has not only damaged our property, but also cost us time, money, and...