Folio London Avis 

Awful awful experience - they aren’t helpful at all and steal your money

Rumon Miah- made the process so easy and stress free , absolutely incredible speed to responses . From viewing to confirming the place it took us less then 24hr.
Remon worked overtime and kept me updated throughout the whole process, really appreciate his support especially that we had a very short window and needed to find a place urgently.

Great service, fantastic team .

Thank you

The Folio online system is great. Unfortunately we found it very insecure and stressful to work with Folio based on our experience, no matter how good the platform is.
The lady, Antonia Shurety, who did our service was highly unprofessional. Antonia made mistakes several times when communicating the previous tenant's move-out date, pushing us to move in one week earlier after we already agreed on move-in date&signed the contract. This cost us additional £500+ due to overlapping contracts. Then today, she falsely told us the previous tenant is still in while in fact they already moved out.
We would appreciate it if the staff can pay more attention to important details and be more responsive not only when they make a mistake.

Incredible service from both Francis and Antonia, made the whole moving process so smooth and easy. They were so helpful with all our questions and were incredibly responsive; in comparison to all the other agencies we spoke to who were an absolute nightmare to track down and communicate with, I cannot find a single fault with Folio. Huge thank you to you both for helping us find the perfect home for us!

Francis was amazing. He answered all my questions and was patient. Would 100% recommend his company and service !!

Antonia was so patient and helpful and made the process so much easier!

Antonia was great, helped answer all my questions and queries and was very responsive!

Property management was a top and very helpful. Special thanks to Agata Sungaila, she did very great throughout our tenancy.

While I have given 5* reviews in past, this time it deserves 1* or below -both on Staff and their contractors. The critical issues/repairs raised are often responded after >3-4 reminders to current property manager and then unlike before, the and management of contractors is pathetic. Last week the contractor did not show up on 1st scheduled visit, citing a lame excuse, and then on 2nd scheduled visit, claimed 'no was home' and when I called their bluff, they were inaccessible even though the appointment window had another 75 mts left! Tenants keep taking time off from work, waiting for contractors, but contractors do not show up and Folio blames tenants and expects them to keep taking time off.

I had a really smooth experience, and my letting agent, Rumon Miah, was absolutely great. He was so patient with me and was always available to answer all my questions with timely response. I was looking for a place for a long time, and he was able to help me secure my flat! 10/10!!

Antonia has been amazing the whole way through, always quick to reply and extremely helpful. Thank you so much!

Great service and responsive to any queries regarding securing a property.

Wendy was a great help fast and reliable.

We are moving from one Folio property to another and the new place was really not cleaned well at all which would be a bad moving experience, but Wendy, our agent from Folio really stepped up for us while the property manager was away. She messaged and organized a cleaning company to come on the same day. Amazing job and way to go the extra mile

Wendy was more than helpful. I am very glad with the outcome and working with her was a breeze. Thank you again!

Charlie has been extremely helpful. He made a normally stressful process extremely simple and relaxing.

Folio made it very easy. Everything was done online, with the assist of their agents which in our case was Charlie. He was very helpful through all the process. I am looking forward to my new tenancy.

Extremely poor responsiveness and handling of tenancy change

I am extremely disappointed with this folio’s lack of communication during a tenancy change. I’ve been trying to update the tenancy for a new flatmate and arrange July rent, but there has been zero meaningful response.

Timeline highlights:
June 8: End of Tenancy notice communicated from now ex-flatmate.
June 10: Provided new flatmate details for referencing and July readiness, plus proof of June rent payment.
June 16 & 22: Follow-ups sent due to the urgent need for referencing and payments to be sorted by July.
June 23: Finally informed that the Tenancy Change Team would start referencing and get things moving.
June 27: No communication or progress updates since then, despite the clear urgency and another follow-up email.

What went wrong:
Prolonged silence after essential information was provided.
No proactive updates or timelines, leaving us in limbo up til now in July which is when the tenancy should start.
The lack of responsiveness created unnecessary stress and uncertainty for all parties involved. I should not be expected to pay the full rent by myself if the reference checks are not completed in a timely manner for my new flatmate to move-in on time. We had provided sufficient references, information and time but the process has not been initiated or communicated effectively.

What I expect and need:
Prompt acknowledgment of all submitted information and a clear plan of action.
Most importantly, Immediate initiation of referencing for the new tenancy, with concrete timelines.
Timely updates and progression toward a revised tenancy agreement, especially with July now starting.
Regular, proactive communication to avoid similar situations in the future.

Overall, the repeated delays and absence of communication are unacceptable. If you value prompt, transparent communication and reliable handling of tenancy changes, consider seeking an agency that demonstrates accountability and responsiveness.

Still waiting for someone to get back to me despite the various calls unanswered, voice messages left and numerous emails.

Edit 06/07

Thank you for your response, but it does not reflect what actually happened.

I sent multiple follow-up emails on 16, 22 and 27 June because I had received no meaningful updates but rather complete silence. At no point did anyone contact me to advise that any information was missing or that further action was required from me.

In fact, during a phone call, your property manager acknowledged that there had been an internal system issue affecting the process. Once the matter was eventually progressed, I was not asked to provide any additional information, which suggests the delay was not caused by me failing to submit the required documents.

My review was about the lack of communication, the repeated delays, and the stress caused by having to chase updates while facing uncertainty over the tenancy change and July rent.

I appreciate that the tenancy has now been updated - albeit with a significant rent increase despite all the issues - but I believe it's important that reviews accurately reflect customers' experiences so that future improvements can be made. Owning mistakes is a strength.

I stayed at a Folio property in Royal Wharf London for 4 years. It was the smoothest tenancy period. It was easy to renew my contract, all my conditions were met & help was scheduled in quickly when requested (but everything functioned beautifully during the period so I didn't have people come in except for regular maintenance checks - these were communicated well in advance and aligned with my schedule so I could be at home).
Once I left, aside from a few chasers to check that things were progressing, all formalities were done on time and I had no hiccups.
I will always remember my stay at my studio because of how seamless the experience was. Also, finding and securing the property back in 2021 was also extremely easy. I was given two options and I knew straight away that this was the one - I also secured it virtually because I wasn't in the country to view it and that wasn't an issue.

Thank you to the entire Folio team for giving me a space that gave me so much. ☺️

I genuinely expected to leave a much more positive review.

My experience with Folio London started extremely well. During the viewing, application, and pre-tenancy stages, communication was prompt, professional, and reassuring. Questions were answered quickly, requests were accommodated, and the overall experience gave me confidence that I was dealing with an organisation that genuinely valued its tenants.

Unfortunately, that impression began to fade once the tenancy agreement was signed and the initial deposit had been paid.

The contrast in communication before and after commitment was difficult to ignore. Responses that had previously arrived within hours suddenly required repeated follow-ups. Emails often went unanswered, WhatsApp messages were left without acknowledgement for extended periods, and important updates were rarely provided proactively. Instead, obtaining information frequently became the tenant's responsibility.

What makes this particularly disappointing is that the high standard of service clearly exists within the organisation. The responsiveness demonstrated during the application process showed exactly what Folio London is capable of delivering. This is why the subsequent lack of communication felt so noticeable.

Moving home is already one of the more stressful life events people go through. At that stage, clear and consistent communication is not a luxury; it is a basic expectation. While occasional delays are understandable, a recurring pattern of inconsistent responsiveness creates unnecessary uncertainty and frustration.

I had initially intended to leave a 5-star review based on my first interactions with Folio London. However, customer service should not change depending on whether a prospective tenant is still deciding to rent or has already committed. The experience after signing should reflect the same standards demonstrated before signing.

For that reason, while there were positive aspects to my experience, I cannot honestly justify a higher rating. With more consistent communication and better tenant engagement after move-in, this could easily have been a much stronger review.