★★★★★ 1/5
GoogleIf I could give 0 stars, I would.
I moved into Bank Corner Apartments in the Jewellery Quarter, Birmingham, in July 2026, and within the first five days of moving in, I experienced serious problems.
The bathroom flooded, and I was told this was due to a toilet blockage. However, I had not blocked the toilet or done anything to cause this. I had even reported beforehand that the toilet was making unusual noises, but the landlord dismissed my concerns and told me this was normal. I ended up having to move temporarily into another apartment upstairs because of the flooding.
Since then, I’ve experienced several other problems with the apartment.
Firstly, there were serious issues with the Wi-Fi. The property was not registered with Openreach, and when I raised this with the landlord, he kept insisting that it was registered and that the connection was available, rather than listening to what I was telling him. I have evidence of this. The Wi-Fi issue remained unresolved for approximately three months after I moved in, causing unnecessary inconvenience.
There were also problems with the heating. The heater in the living room was not working, and I made the landlord aware of this. For someone paying nearly £1,000 a month in rent, I don’t think it’s acceptable to experience these basic problems.
I’ve also experienced ongoing loud noises from the boiler and ventilation system since the end of August. I’ve repeatedly reported these issues and provided messages and videos, but they have not been properly investigated or resolved.
On 11 October 2026, I experienced another serious water leak coming from upstairs. Water leaked into my apartment corridor and went onto some of my belongings, including my shoes.
I had to pay for a hotel myself, barely slept and was unable to go to work the following day. I also had to arrange and pay for professional cleaning myself.
The underlying cause of the leak was still not properly investigated or resolved. I was even told by the estate agency to investigate which apartment upstairs the leak was coming from. I had already knocked on the door and left a note. I don’t believe this should be my responsibility as a tenant.
I’ve been renting properties for eight years, including student accommodation, and I’ve never experienced anything like this.
I honestly feel that James Laurence Property Management has shown no empathy for what I’ve been going through. I’ve been extremely stressed, unable to sleep properly and left dealing with problems that should have been addressed by the landlord and property management.
I feel that even if something much more serious happened to me, my concerns still wouldn’t be taken seriously.
In my experience, the landlord has shown very little concern for the problems I’ve reported. I feel that he is more interested in collecting rent than ensuring the apartment is properly maintained.
I’ve reviewed my tenancy agreement and have serious concerns that the landlord may have failed to meet his contractual responsibilities regarding repairs and maintenance.
I’ve already submitted a complaint to Birmingham City Council regarding the condition of the property, and I’m seeking legal advice about taking further action.
I have photographs, videos, emails and messages documenting these problems and how they’ve been handled.
Based on my experience, I would strongly advise others against renting at Bank Corner Apartments in the Jewellery Quarter, or renting through James Laurence without carefully considering how maintenance issues are handled.
I’m extremely disappointed by the lack of care, empathy and responsibility I’ve experienced throughout my tenancy.
Fatima · 12 October 2026 · James Laurence Sales and Lettings Birmingham (37-39 Ludgate Hill)
★★★★★ 5/5
GoogleExceptional service from Tom and the sales team. Would definitely use again.
Ted · 6 October 2026 · James Laurence Sales and Lettings Birmingham (37-39 Ludgate Hill)
Agent replied · 13 October 2026
Thank you, Ted!!
★★★★★ 2/5
GoogleThey're not alone in this. So much apathy and disinterest when engaging with potential buyers. So many agents in Birmingham right now can't really be bothered. Staff were disinterested not engaging or welcoming. Really poor first impression.
StevenX · 6 October 2026 · James Laurence Sales and Lettings Birmingham (37-39 Ludgate Hill)
Agent replied · 13 October 2026
We take all feedback seriously; however, we have no record of any sales applicant or client matching this name.
★★★★★ 5/5
GoogleLook no further. Tom and Karan are the definition of going above and beyond. They've looked after me amazingly well in my search for a house to buy, and showed attention, patience and care in a way that sets them apart by a wide margin from other agencies I've dealt with. They understand the weight of the decision to buy a house and went out of their way to understand my needs, which they did really well. I'd go back to them in a heartbeat.
Chiara · 29 September 2026 · James Laurence Sales and Lettings Birmingham (37-39 Ludgate Hill)
Agent replied · 13 October 2026
Thank you, Chiara!!
★★★★★ 1/5
GoogleVery disappointing experience with this rental management company, particularly regarding the handling of my deposit.
They initially proposed £400 for repainting marks on the hallway and bathroom walls. After I challenged it, this was reduced to £250. The hob deduction was also reduced from £200 to £150 after I questioned it.
If the original amounts were genuinely reasonable, it makes you wonder how they could be reduced so quickly. They called these reductions an “act of goodwill”, but from my perspective, it raises serious questions about how the original figures were calculated.
As for the glass hob, it is a hob, not a diamond, some scratching after a year of normal use should not automatically mean a tenant is responsible for replacement.
The whole process has been unnecessarily stressful. The dispute is now being referred to the deposit scheme for assessment, so hopefully an independent decision can resolve it.
My advice: take lots of photos when you move in and out, keep all documentation, and carefully scrutinise any proposed deductions. I certainly wouldn’t take their initial figures at face value.
Peter · 22 September 2026 · James Laurence Sales and Lettings Birmingham (37-39 Ludgate Hill)
Agent replied · 13 October 2026
Thank you for taking the time to share your feedback. We are sorry to hear that you have found the deposit return process frustrating.
As a professional property management company, we have a duty to both landlords and tenants to assess any proposed deposit deductions against the tenancy agreement, inventory, check-in and check-out evidence, invoices, and any supporting documentation. Proposed deductions are not final decisions and are always open to discussion and review where additional information is provided.
In your case, as you note, the figures were reconsidered during the negotiation process. This is not uncommon and does not indicate that the original proposals were made inappropriately. Rather, it reflects an effort by all parties to reach an agreement without the need for formal adjudication.
With regard to the hob and decoration claims, these matters often involve consideration of fair wear and tear, the age and condition of the items at the start of the tenancy, and the evidence available from both parties. Where agreement cannot be reached, the deposit protection scheme provides an independent adjudication service specifically to make an impartial decision based on the evidence submitted.
We welcome this independent process and will fully cooperate with the adjudicator's assessment. As the matter is currently subject to an active deposit dispute, it would not be appropriate for us to discuss the specific evidence publicly.
We appreciate your comments regarding photographic records and documentation. We encourage all landlords and tenants to keep comprehensive records throughout a tenancy, as this helps ensure a fair and transparent resolution of any end-of-tenancy discussions.
We wish you all the best and trust that the independent adjudication process will provide a fair outcome for all parties.
★★★★★ 5/5
GoogleI've worked with a few Birmingham agents and James Laurence are the only ones I'd recommend. From the outset, Tom was honest and fair. His team provided regular updates and when we received an offer, we felt no pressure or tactics in play. A particular mention to Henry, who was the upbeat and positive voice we needed when things felt stacked against us. He managed the sale expertly, and we're incredibly grateful for everything the team did outwardly and no doubt behind the scenes, to ensure the sale completed in an ambition timeline. We wouldn't hesitate to recommend.
Holly · 13 September 2026 · James Laurence Sales and Lettings Birmingham (37-39 Ludgate Hill)
Agent replied · 13 October 2026
Thank you, Holly!!!!
★★★★★ 1/5
GoogleI have been dealing with James Laurence Estate Agents since early June and the process has been exhausting. Despite fulfilling every requirement on my end quickly, including having to prompt them just to get the deposit payment link, the service has been deeply disappointing.
After paying fees and giving notice at my current home based on agreed-upon terms, I was informed those terms were being reneged on. I offered practical solutions, but I have now been left waiting almost a month for responses and the updated tenancy agreement. With my move-in date now just a matter of weeks away, I am still constantly having to chase for basic updates and documents. The lack of urgency and communication is unacceptable.
I've been really patient and understanding. It would be great if I could get a complete response from JL.
**
Update: still struggling to get things sorted. I was still needing to follow up on everything right up to the move in day.
I've also been given the wrong Mailbox keys. I've emailed about it multiple times. I had to go to the office to get a new set, which was still incorrect. I'm again having to chase for the right keys. It's been 8 days since I moved in. I've asked for someone to come by and check the mailbox. Still waiting for a result.
Ezi · 13 September 2026 · James Laurence Sales and Lettings Birmingham (37-39 Ludgate Hill)
Agent replied · 13 October 2026
Thank you for your feedback. We are sincerely sorry to hear that your experience has been frustrating and has not met the standard of service we aim to provide.
We appreciate the patience you have shown throughout the process and understand your concerns regarding communication, delays, and the outstanding tenancy agreement, particularly with your move-in date approaching. Please accept our apologies for the inconvenience caused.
Our team is reviewing the matter and will provide a full response and update as quickly as possible. Thank you for bringing this to our attention.
★★★★★ 1/5
GoogleI’m extremely disappointed with the property management service from James Laurence. When it comes to managing the property, they have been very unhelpful. There is a clear lack of communication, no proper follow-up, and it feels like no one takes responsibility for resolving issues.
I have contacted them multiple times regarding issues with the property and heard nothing back. I even called them directly to explain how frustrated and disappointed I was about the lack of communication and follow-up, but unfortunately, I still did not receive the support or response I expected.
As a tenant, I believe basic communication and timely action on property issues should be a priority. Unfortunately, my experience has been very disappointing.
Based on my experience, I would not recommend James Laurence for letting or property management. I would strongly advise others to consider their options carefully before renting a property through them.
GILDA · 13 September 2026 · James Laurence Sales and Lettings Birmingham (37-39 Ludgate Hill)
Agent replied · 13 October 2026
Hi Gilda,
Thank you for taking the time to share your feedback. We are sorry to learn that your experience has left you feeling disappointed.
Having reviewed the history of this matter, we can see that your concerns regarding the shower and hot water were reported shortly after your tenancy commenced. Our team raised the maintenance issue and sought further information to help diagnose the fault. The matter was subsequently referred to the landlord.
Whilst we did take steps to progress the issue, we fully appreciate that from your perspective the level of communication did not meet your expectations. For that, we sincerely apologise. We understand how frustrating it is to experience problems with essential services such as hot water, particularly in the early stages of a tenancy.
We remain committed to resolving any outstanding maintenance concerns and improving communication throughout the process. A member of our Property Management team is continuing to liaise with both the contractor and all relevant parties to ensure the matter is concluded as quickly as possible.
If there are any issues that remain unresolved, please contact our Head of Property Management, Lindsay Emmison, directly at lindsay.emmison@jameslaurenceuk.com so we can work with you towards a resolution.
Kind regards,
★★★★★ 1/5
GoogleExtremely unprofessional and disappointing experience with James Laurence. I took time off work for a viewing, submitted all the requested documents within 30 minutes afterwards, at the asking price without even negotiating, and clearly explained that I needed to secure a place urgently.
Despite this, I was later told the property had already been let agreed. This happened to me repeatedly, wasting my time and even my annual leave. My credit history and background are good, and I had no issues with the checks.
They clearly do not value prospective tenants’ time. If you want a smooth and professional experience, I would strongly recommend looking elsewhere. Very poor service.
Captain · 13 September 2026 · James Laurence Sales and Lettings Birmingham (37-39 Ludgate Hill)
Agent replied · 13 October 2026
Thank you for your feedback. We strongly disagree with the suggestion that this was due to poor service on our part.
At the time of your viewing, the property was available and we arranged the appointment accordingly. Following your application, all information was promptly passed to the landlord for consideration. Ultimately, as is the case with all tenancy applications, the final decision rests with the landlord, who chose to proceed with a different applicant.
We appreciate that this outcome was disappointing, particularly given your urgency to secure accommodation. However, multiple applicants can often express interest in the same property, and submitting an application does not guarantee that a tenancy will be offered.
We always aim to keep applicants updated throughout the process and regret any frustration caused. We wish you the very best in your search for a new home.
★★★★★ 5/5
GoogleI want to say a huge thank you to Shahina (I hope I am writing her name right) I was extremely anxious about the procedures when I was leaving the country and she was so kind and compassionate about my situation. She explained everything from scratch and answered my 100 questions without hesitating. She is wonderful!
P.S I still want to say thank you for the whole team as they were wonderful from start to finish. If you are new in UK and want to move to Birmingham, James Laurence is the place to go!
Simin · 13 September 2026 · James Laurence Sales and Lettings Birmingham (37-39 Ludgate Hill)
Agent replied · 13 October 2026
Thank you, Simin!!
★★★★★ 1/5
GoogleRating only, no written review.
Moeed · 11 September 2026 · James Laurence Sales and Lettings Birmingham (5 Chad Square)
Agent replied · 11 October 2026
We take all feedback seriously; however, we have no record of any tenancy or client matching this name.
★★★★★ 1/5
GoogleExtremely unprofessional and disappointing experience with James Laurence. I took time off work for a viewing, submitted all the requested documents within 30 minutes afterwards, at the asking price without even negotiating, and clearly explained that I needed to secure a place urgently.
Despite this, I was later told the property had already been let agreed. This happened to me repeatedly, wasting my time and even my annual leave. My credit history and background are good, and I had no issues with the checks.
They clearly do not value prospective tenants’ time. If you want a smooth and professional experience, I would strongly recommend looking elsewhere. Very poor service.
Captain · 11 September 2026 · James Laurence Sales and Lettings Birmingham (5 Chad Square)
Agent replied · 11 October 2026
Thank you for your feedback. We strongly disagree with the suggestion that this was due to poor service on our part.
At the time of your viewing, the property was available and we arranged the appointment accordingly. Following your application, all information was promptly passed to the landlord for consideration. Ultimately, as is the case with all tenancy applications, the final decision rests with the landlord, who chose to proceed with a different applicant.
We appreciate that this outcome was disappointing, particularly given your urgency to secure accommodation. However, multiple applicants can often express interest in the same property, and submitting an application does not guarantee that a tenancy will be offered.
We always aim to keep applicants updated throughout the process and regret any frustration caused. We wish you the very best in your search for a new home.
★★★★★ 1/5
GoogleI had an extremely disappointing experience with this estate agency and would strongly encourage anyone considering renting, buying or selling through them to think carefully.
After progressing through the rental application process, our application was withdrawn at the very last minute with little communication or explanation. We were then told that the landlord wanted to increase the rent. Despite agreeing to the higher rent to avoid losing the property, the agency failed to keep us informed of the outcome or provide any meaningful updates.
The lack of communication and consideration caused an incredible amount of unnecessary stress. We have two young children and had spent the weekend preparing for our move. We were around 90% packed and ready to leave, only to be left in limbo with no answers.
To make matters worse, I submitted a formal complaint about how the situation was handled, but no proper complaints procedure has been followed and no genuine attempt has been made to address or resolve my concerns.
I understand that landlords can change their minds and that not every tenancy proceeds as planned. However, the way this agency handled the situation was unprofessional, inconsiderate and lacking in basic communication. A simple update or honest explanation would have made a significant difference.
Based on my experience, I cannot recommend this agency. If you're looking to rent, buy or sell through them, be aware that communication and customer care may fall well below what you would reasonably expect.
Sonia · 11 August 2026 · James Laurence Sales and Lettings Birmingham (5 Chad Square)
Agent replied · 11 October 2026
Hello Sonia,
Many thanks for your feedback provided. We are sorry to hear that you were dissatisfied with your experience and appreciate the opportunity to respond.
Whilst we completely understand and empathise with your circumstances surrounding the tenancy offer withdrawal, we ultimately as the agency can only act in line with the instructions provided by the property owner.
We have taken your feedback on board regarding the communication throughout this process and in our formal complaint response have apologised for the shortcomings you experienced and are committed to ensuring our team are aware of how to handle such situations appropriately and compassionately.
Again, we appreciate the feedback provided and are very sorry for any inconveniences you experienced as a result of the tenancy offer withdrawal.
★★★★★ 1/5
GoogleVery disappointing experience during a tenancy takeover. Despite my tenancy starting on 19 June, I received little to no communication and had to repeatedly chase for updates by phone and email. I was only informed days later that the person handling my case was on holiday, causing significant delays.
Key collection arrangements were never explained, yet I was later told it was my responsibility to collect them from the outgoing tenant. I also had to request important documents, including the inventory report and deposit protection details that was only sent yesterday.
To make matters worse, I was charged full rent despite being unable to move into the property due to delays and miscommunication that were entirely outside of my control. Overall, a frustrating and poorly managed experience I would say.
Adriana · 11 July 2026 · James Laurence Sales and Lettings Birmingham (5 Chad Square)
Agent replied · 11 October 2026
Good afternoon Adriana,
Thank you for taking the time to leave your review. I'm sorry to hear that your experience during the tenancy changeover did not meet your expectations.
Having reviewed the correspondence, we can see that communication regarding the tenancy swap began in April, with information provided about the landlord's approval process, referencing requirements and the handling of the tenancy deposit. However, it is also clear that communication slowed following a colleague's annual leave, and we appreciate how frustrating this must have been.
Following a team members telephone conversation, our Head of Property Management personally ensured that the tenancy agreement was progressed through to signing as quickly as possible.
With regard to the rent, this became payable from the agreed tenancy commencement date. However, we appreciate that the delays and lack of clear communication around the handover, key collection and documentation understandably impacted your experience.
Please accept our sincere apologies for the aspects of the process that were not communicated as clearly or promptly as they should have been. We value all feedback and will use your comments to help improve our communication during tenancy transfers.
Kind regards,
★★★★★ 1/5
GoogleI am a property owner working with this property management company. Although our tenant pays the rent on time every month, this company delivers the rent to us with a significant delay. This month, it's been over 15 days and they still haven't sent the rent. Despite repeatedly trying to contact them via email, I receive no response. Furthermore, they are not properly managing processes for us (such as municipal taxes and electricity bills), and because we are unaware of these bills, they have put us in a position where we may face legal action.
Yusuf · 11 June 2026 · James Laurence Sales and Lettings Birmingham (5 Chad Square)
Agent replied · 11 October 2026
Thank you for your review. We are sorry to hear that you have been dissatisfied with the service received and have carefully looked into the points you have raised.
Regarding the viewing arrangements, there was some understandable back and forth while coordinating availability between our team, the sitting tenants, and yourself. We appreciate that this was not ideal and thank you for your patience during this process.
Following your comments, we also spoke with the contractor who attended the property. They confirmed that there were a few items requiring attention, including the washing machine, which unfortunately could not be tested prior to your move-in. We are pleased that these issues were addressed promptly, and the contractor confirmed that the property was safe and habitable at the time.
In relation to accountability, we would like to reassure you that responsibility was not being passed between departments. Your concerns covered several areas, and to ensure each was handled thoroughly and accurately, the relevant department managers responded to the aspects within their expertise. This is why you received communication from both our Lettings Manager and Head of Property Management, ensuring all elements of your concerns were addressed appropriately.
We are committed to providing a high level of service and appreciate your feedback, as it helps us to continually improve. If there is anything further you would like to discuss, please do not hesitate to contact us directly.
★★★★★ 5/5
GoogleGood service from this letting agency.
Koteswara · 12 April 2026 · James Laurence Sales and Lettings Birmingham (37-39 Ludgate Hill)
Agent replied · 16 April 2026
Thank you, Koteswara!
★★★★★ 5/5
GoogleI had a great experience selling a house with James Lawrence, Tom and Karan were in contact with me every step of the way so I always knew what was going on, and my house sale went through with a minimum of fuss - I would happily recommend and use them again
Steve · 10 April 2026 · James Laurence Sales and Lettings Birmingham (37-39 Ludgate Hill)
Agent replied · 16 April 2026
Thank you, Steve!
★★★★★ 5/5
GoogleAfter a not so good experience with a different agency I switched to James Lawrence and had a great experience selling a house with Tom and Karan. They always kept me up to date so I knew what was going on at every step of the way, I would happily recommend and use them again
Steve · 10 April 2026 · James Laurence Sales and Lettings Birmingham (5 Chad Square)
Agent replied · 16 April 2026
Thank you, Steve!
★★★★★ 5/5
GoogleGood afternoon Team JL,
It is a pleasure working with Henry and the team. We find your company to be incredibly professional and easy to work with, which makes our job much easier. We truly value our partnership and look forward to continuing our work together. Thank you for everything!
Best regards,
Louise Burford
Director
Skribes · 9 April 2026 · James Laurence Sales and Lettings Birmingham (37-39 Ludgate Hill)
Agent replied · 16 April 2026
Thank you, Louise! :)
★★★★★ 1/5
GoogleWorst agency ever, at the end of tenancy agreement they try to rip you off by adding some ridiculous charges. Also any reports about faults they just ignore. Quite rude staff.
Marcin · 16 March 2026 · James Laurence Sales and Lettings Birmingham (37-39 Ludgate Hill)
Agent replied · 16 April 2026
We take all feedback seriously; however, we have no record of any tenancy or client matching this name. The details described do not correspond with any of our managed properties or service history, which raises concerns that this review may be malicious or inaccurate.
Our team prides itself on transparency, responsive communication, and fair handling of all maintenance and deposit matters in accordance with the DPS (Deposit Protection Service) guidelines. We encourage the reviewer to contact our office directly at 0121 604 4060 so that we can verify their tenancy and address any genuine concerns appropriately.
★★★★★ 5/5
GoogleA big thank you to Karan, Sam and Henry, for their support and kindness in the journey in selling my apartment, they have gone above and beyond, I am so grateful.
Kind regards.
Molly
Mo · 16 February 2026 · James Laurence Sales and Lettings Birmingham (37-39 Ludgate Hill)
Agent replied · 16 April 2026
Thank you, Molly!!
★★★★★ 5/5
GoogleGreat experience with James Lawrence. Staff are friendly, helpful and professional and very knowledgeable. Karan, Tom and the team worked hard to get my property sale over the line working closely with myself, the buyer and solicitors and their hard work is much appreciated. Thank you.
S · 16 February 2026 · James Laurence Sales and Lettings Birmingham (37-39 Ludgate Hill)
Agent replied · 16 April 2026
Thank you!!
★★★★★ 1/5
GoogleReply for this one.
Seeing your response has made me even more certain that you didn’t properly read my entire message. My main point isn’t about how much money it is; it’s that you have a responsibility to tell the landlord which damage was caused by us and which was already there.
What I’m experiencing is that you’re not providing tenants with any protection. When problems arise, you simply shift all responsibility onto the landlord. Didn’t you take photos? Surely, at the end of the tenancy, you could compare everything carefully and tell the landlord what damage we are responsible for. If you had done that, there wouldn’t be an issue with landlords making up unreasonable charges in the first place.
Lin_k · 16 February 2026 · James Laurence Sales and Lettings Birmingham (37-39 Ludgate Hill)
Agent replied · 16 April 2026
Thank you for your further comments. We did read your review in full, and our position remains unchanged.
As a letting agent, our role is to act on behalf of the landlord within the framework of the tenancy agreement and the deposit protection process. We do not have the authority to unilaterally override or refuse deductions requested by a landlord, nor can we pre-empt the outcome of a deposit dispute. Where there is disagreement, the correct and independent route is adjudication via the DPS, which is exactly what occurred in your case.
At check-in and check-out, reports and supporting evidence are compiled and submitted. Where there is a dispute over liability, it is not the agent’s role to “protect” one party over the other, but to submit the relevant information and allow the independent adjudicator to make a decision. This ensures fairness for both landlord and tenant.
The DPS adjudication process worked as intended: claims were reviewed independently, evidence was assessed, and only the costs deemed reasonable were awarded. This outcome demonstrates that tenants do have protection through the deposit scheme, rather than decisions being made solely by the agent.
We appreciate that deposit disputes can be stressful, but disagreement with a landlord’s initial claim does not imply negligence or misconduct by the agent. The appropriate mechanism was followed throughout, and no charges were imposed outside of the DPS process.
We consider this matter closed and will not be engaging further on this review.
★★★★★ 1/5
GoogleDO NOT rent through James Laurence, especially at New Hampton Lofts.
Our tenancy was plagued by undisclosed property defects, poor management, and an exhausting deposit dispute.
The flat had serious issues from day one that were never disclosed: failed window seals and broken vents across large windows, making the apartment freezing (around 10°C in winter) and causing constant condensation and mould. James Laurence dismissed this entirely, advising us to keep windows open and heating on 24/7. Heating is electric and the building forces residents onto commercial electricity rates, resulting in £200+ monthly bills without using heating. Mould caused by condensation was never properly treated, only covered up, despite being repeatedly reported.
Communal areas were also problematic. The “secure” car park and post room were repeatedly accessed by non-residents, resulting in car damage and widespread parcel theft. James Laurence consistently redirected responsibility to building management and offered no support.
The deposit dispute was the final straw. We paid a £1,125 deposit and, despite leaving the flat clean (with overlapping tenancies and two deep cleans), James Laurence attempted to deduct £640 with no explanation initially. When challenged, they claimed:
£270 for cleaning
£200 for mould cleaning (despite us reporting it multiple times)
£80 for broken bed drawers (also previously reported)
£80 for mattress cleaning (we used a protector and topper)
Several of these charges are prohibited under the Tenant Fees Act 2019. We disputed the claims, which went to DPS adjudication. After 4 months, the adjudicator dismissed most charges and awarded James Laurence only £243, proving how inflated and unjustified their claims were.
Our property manager, Lindsay, was consistently unreachable and dismissive. Ironically, when contacting the landlord directly, he was responsive and helpful, contradicting James Laurence’s repeated excuses.
The apartment looks great on paper, but the management is stressful, dismissive, and financially aggressive. Based on our experience, I strongly advise avoiding James Laurence.
Leigh · 16 February 2026 · James Laurence Sales and Lettings Birmingham (37-39 Ludgate Hill)
Agent replied · 16 April 2026
Thank you for taking the time to leave your review. We’re sorry to hear that your experience at New Hampton Lofts did not meet expectations.
We can confirm that a number of maintenance issues were raised at the start of the tenancy and throughout its duration. These were reported to the landlord promptly. In this case, the landlord chose to instruct their own contractors rather than those normally used by our office, which unfortunately limited our ability to directly control timescales. We did continue to chase progress on your behalf and acknowledge that some works took longer than anyone would have wished.
With regard to heating and utilities, the building operates with a fixed energy supplier, and this information was outlined within both the marketing materials and the tenancy agreement prior to move-in.
The communal areas, including the car park and post room, fall under the responsibility of the building’s managing agents rather than our office. That said, we did raise reported concerns with the managing agents during your tenancy.
At the end of the tenancy, an independent inventory clerk carried out the check-out inspection, and the report was shared with both yourself and the landlord. Any proposed deposit deductions were requested by the landlord based on that report. As is standard practice, your deposit was protected with the DPS, and the independent adjudication process was used to resolve the dispute.
We appreciate that moving home can be stressful, particularly when maintenance or deposit matters are involved, and we regret that this experience has left you dissatisfied. We always aim to act in line with our obligations and to support both landlords and tenants as fairly as possible.
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