Dear KFH Property Management Team,

I hope this email somehow manages to break through the Bermuda Triangle you call “customer service”.

During the past few weeks, I have called your main line roughly 15 times. My phone now knows your hold music better than I know my neighbours. After more than an hour of total holding time, I can confirm one thing: nobody ever answers. Not even by accident.

I have also sent about seven emails to our property manager. The silence has been so consistent that I am beginning to wonder if my emails are being forwarded directly to a black hole.

I recently read a story about Jeff Bezos calling his own company’s support line during a board meeting. His team claimed customers got help in under a minute. The truth was: he waited 10 minutes. That very awkward moment led to a full overhaul of Amazon’s customer service. He said, “When data and experience disagree, experience is usually right.” Wise words.

Here’s my experience with KFH: phones ring forever, emails disappear into the void, and when responses eventually arrive (usually after multiple chase-ups), the excuse is often “Michael has been on holiday.” Apparently for three weeks. Every month.

Holiday cover is a thing that exists in real companies. I hear it’s great.

So I’m writing to ask two simple questions:

1. Does anyone actually work in your property management department?
2. If yes, could one of them please contact me before I grow old enough to retire?

Thank you in advance for any reply that may miraculously occur.

Yours sincerely,
A tenant who would like to believe KFH still exists

Kevin helped arrange our first mortgage, was very helpful and knowledgeable on an unfamiliar process, and proactive (along with Heather) at keeping everything moving!

Always had a good experience with KFH, Tish is particularly helpful at the Beckenham branch and really responsive. Thank you!

Efficient at sourcing a new tenant.
Lack of coordination between team members regarding outgoing tenants responsibilities at end of tenancy; unclear information about tenants responsibilities. Referencing of new tenant inadequate
Tatiana Neves excellent throughout

Ultimately they found a buyer for the house but the process was poorly managed with communications being the issue. Our feeling was KFH was only on the side of the buyer and this thought seemed to come true when completion came and went with zero communications from the KFH agent, poor form.

Excellent services. They are the best and trustworthy. I will use their services again.

Linda (Wimbledon) did a fantastic job on our sale, keeping us and our buyers in the loop on the status of the chain and assisting with enquires, ensuring a smooth transaction. Thank you very much.

Always felt that KFH were working towards our best interests and handled the sale of our property really smartly.
Shout out to Jimmy and Linda for their considered management throughout.

Arranged a flat viewing with them, and Edmund Abatan couldn’t be bothered to inform me that the property was no longer on the market until I reached out on WhatsApp 40 minutes before the viewing, while I was already on my way. As if my time isn’t as valuable as theirs.

Henrietta Macer and Josh Collins of the Putney branch were really great and went that extra mile for me throughout the process. I was hardly talking to anyone from my other estate agents (selling my property) but they were unfailingly nice and helpful.

CLAUDIA AND SOPHIE SUPERSTARS!

Cannot tell you what a refreshing and outstanding service we experienced from Sophie and Claudia at the Wandsworth branch. The girls went up and beyond and flattened any prior dealings with any other estate agent in SW London.. comminucation was second to none and when there was a glitch in the chain the girls swooped in like a flash and resolved everything. Could not have been in safer or more professional hands. Thank you!

Paul and Natalia at the Lordship Lane branch were unfailingly polite, cheerful and efficient.

Very professional and good service from Danica and Edoardo at Queens Park. Highly recommended.

Dominic was as always, friendly, knowledgeable and always kept his promises, the flat is rented for years, flawlessly
Thank you for another great job

They should be more careful and client friendly. I would not recommend using them

There was a change of staff in the Change of Tenant department and no one picked up the work of the staff member who had left. telephone calls did not get responded to and the new tenant and the landlord were left without support. It took time to resolve, despite calls to the local office for help!

Great estate agents, helpful and smooth transaction. Lillie from the Blackheath branch was particularly helpful and responsive.

Thank you to Sylvia and team for their support on our home purchase. They will always responsive and readily available to answer any queries.

Ameer, Marcus and Co was fantastic in helping us getting over the line in selling our flat at Canada Water. They went beyond and above to achieve the best price and on time prior to the increase in stamp duty. We would definitely use them again if the circumstance arises.