Trusted Agent profile
★★★★★
168 reviews across 11 offices and 1 platform
Ocasa Homes has 11 offices, in Sunderland, Leek (two offices), Birkenhead (six offices), Birmingham and Castleford. Together they have 168 reviews on 1 platform, rated 3.2 out of 5 overall.
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Ocasa Homes's 11 offices, most reviewed first. Each has its own page.
Newest first, from every platform, with the office each review is about. First names only.
1/5
TrustpilotStay away!!!!!!!!!!!
Stay away!!!!!!!!!!!! You have been warned
Hi,We are sorry to hear that you had a negative experience. We take all feedback seriously and would like to address your concerns. Please reach out to our team at contact@ocasahomes.co.uk so we can assist you further.
1/5
TrustpilotAVOID THESE CLOWNS AT ALL COSTS!!!
We've had the worst possible experience with this company. From start to finish, it's been an absolute mess. We wanted to move into the Old School Lofts in Armley, we inquired a month ago and had a viewing. When we went for the viewing we were shown different flats to what we had inquired for. Although, we liked the one we saw so we applied - we were told this one was reserved (not sure why we were shown it then) so we can have first refusal on another flat as an apology. This same thing happened another time and we were told we can have flat 49, as flat 42 that was also available needed the locks changing. We waited till the date we were told the current tenants were moving out only to be told they were extending their tenancy. This was an outright lie as we knew the couple and they had moved to London... We then discovered that in fact another tenant had had a leak and been moved into flat 49. We asked why they weren't in the vacant flat 42 and we were told they didn't have keys. When we went to view flat 42 there was a couple living there.... We spent weeks trying to speak to a manager on the phone to be told they were in meetings (for 3 weeks straight?). When we finally got through the manager (head of lettings) spoke down to me and took no responsibility, instead she backed their decision and ended up hanging up the phone. I feel sorry for the Junior staff who try and help, when the managers are truly incompetent - they make promises and fail at every possible stage. A friend of mine has also moved into the flats and had no running water or appliances for a month - they've been moved into another flat that has a major boiler leak.Please avoid at all costs.
Dear Arran,Thank you for your feedback. We apologise for any inconvenience you’ve experienced.We are aware of your concerns and have been in touch with you over email to acknowledge them. While we strive to provide excellent service, we regret that you feel your experience has been unsatisfactory. We are reviewing our processes to ensure better clarity and communication in the future.We appreciate your patience and hope to resolve this matter to your satisfaction. Please feel free to reach out to us directly if you have any further concerns.Thank you for bringing this to our attention.Best regards,The Ocasa Team
5/5
TrustpilotNew management for Carlisle property
Ocasa is a very mixed bag, it hasn’t been the most reliable during my time living at their property and I’ve had numerous issues with the building and the management, but as I’m leaving the new management that has been brought in are incredibly reliable and helpful and honest. Fingers crossed this will be the standard now from Ocasa team! Especially massive thanks to Josh Durcan, he’s taken time to really talk to myself and other residents to find out the issues we are having and is putting the wheel back on where old management let them fall. He’s been kind and approachable in a way you don’t see from most management in company’s and he will happily go the extra mile. He is what has made me give 5 stars on this review!
Dear MeganThank you for taking the time to share your experience with us. We truly appreciate your feedback.Your kind words about Josh Durcan are appreciated, and we're committed to maintaining this standard of service.Your satisfaction is our priority, and we are continuously striving to provide excellent service to all our residents. If you have any further feedback or concerns, please do not hesitate to reach out.Thank you once again for your review and for recognizing the efforts of our team.Best regards,The Ocasa Team
1/5
TrustpilotThe landlord is never to be seen and…
The landlord is never to be seen and couldn't give a .... about the place.
Thank you for your feedback. We apologize for the experience you've described and understand your frustration.We strive to maintain a high standard of service and regret that we have not met your expectations. Best regards,The Ocasa Team
4/5
TrustpilotI moved into a property on St Mark's…
I moved into a property on St Mark's court last week. I'm so glad to say upto now the room is perfect for me. No problems at all. The room is lovely. There is only one problem and that is trying to get hold of the lettings company, but other than that everything is spot on.
Dear Michelle,Thank you for your positive feedback and for sharing your experience about moving into St Mark's Court.We are delighted to hear that you are enjoying your new room and that it meets your expectations. We apologise for any difficulty you’ve had in reaching us and appreciate your patience. We are working to improve our responsiveness to ensure better communication with our tenants.If you have any further concerns or need assistance, please do not hesitate to contact us. We are here to help and ensure your continued satisfaction.Thank you once again for your kind words and constructive feedback.
1/5
TrustpilotThey have not created a priority…
They have not created a priority register for people with mental health issues, which they are obligated to do, they are evicting tenants with ADHD and bipolar in Birkenhead, to turn one bed flats into 2 bed flats Homes of Multi Occupation.
Hi Derek, thank you for your review and sharing you concerns. Please know that the wellbeing of our tenants is our priority including during any formal processes that we are required to undertake. If you have any questions about this, please do contact our team at contact@ocasahomes.co.uk
1/5
TrustpilotTerrible Terrible customer experience and lies
Terrible experience with Ocasa homes, had a viewing and applied to rent a property with them in Norwich. Completed all references and documentation and I received a congratulatory email that I have gotten the apartment. Also received several calls to arrange the move in date and payment. Meanwhile I had notified my current landlord that I was moving out and he had already arranged viewings and had people indicate to rent my apartment. I was preparing for the move in date only to receive and email from Ocasa stating that investors had told them to discontinue renting the place, I called severally and on different days and they didn’t even have the decency to pick up my calls. I sent a complaint email and all they did was to copy the discontinued email they had sent to me and sent back. I have been heartbroken and really sad about it cause I was almost stranded. I had to call my landlord to stop the renting of my apartment, I was just lucky that the people who indicated interest were yet to pay and they understood the situation. What hurts more is that I just saw same apartment I wanted to rent back in the market with the price increased, made me start to wonder why they couldn’t just let me know that they wanted to increase the price of the apartment instead of lying to me. I am never considering an apartment with Ocasa anymore. Just terrible customer service.
Hi Blessing, thank you for your review and for letting us know about your situation. Please do email contact@ocasahomes.co.uk for more support regarding this issue.
5/5
TrustpilotOcasa - West Midlands
I live in the Ocasa property in the midlands, run by Charmaine and her team. Good location, well maintained and good value for money, especially in a turbulent time. Usually the team are very responsive to any queries I have, and friendly when on the phone.
Hi Liam, this is great to hear thank you for letting us know.
4/5
TrustpilotIts a bit of a mixed bag with Ocasa…
Its a bit of a mixed bag with Ocasa mostly Ive had really good interactions with their employees some of which will go that much further to assist you along with a personal touch emails. I have had reason to complain also which at first was handled badly but with further complaint they came through in end sorting my concerns.I do find when you reach out to people treat them how you want to be treated and usually they will try to assist you to their best ability. As I mentioned most employees have been really nice and helpful. Laura Defects coordinator is one that I recall being a credit to Ocasa.
Hi, thank you for your review and for letting us know and for your kind words about Laura. If there is anything further we can do to support you please do get in touch.
3/5
TrustpilotTerrible, Won’t Recommend Anyone to rent with Ocasa
I moved into Beech Grove Preston in Aug 2023. Since day 1 it’s been a horrible experience. To start off with they didn’t allow me to view the property until I paid the deposit payment as they sent me a video and wanted me submit the rent application based on it. I agreed and submitted the rent application but I still wanted to view the property as it was a BIG change for me as I was moving all the way from London! But they kept threatening me again and again to say if you don’t make the payment we’ll put the property back in the market! Any how I agreed in the end!Day 1 in this so called newly renovated property and the ceiling was leaking because it rained! the following day the tap broke down, no hot water in one of the bathrooms, heating wasn’t working (though heating wasn’t needed at that point in time), intercom wasn’t working and after a few weeks in the property I realised the hot water would stop working in the evenings.I spent 4 months back and forth on emails phone calls, and their so called contractors coming in every other day to look at one issue or the other! Like I literally had no life after moving in all the way from London, as a single mother working full time! I had no choice but to accommodate these regular visits from all different people walking into my home and sometimes even without my prior knowledge or an appointment being booked!I was then harassed by an Ocasa Staff member over a phone call shouting and trying to blame me for messing up the boiler!! He threatened me that he will send an engineer again and if they fin out that I have re-set the settings which is causing the boiler not working he will send the invoice to me and I will have to pay for getting it fixed! As per a sheet of paper they believed there is nothing wrong with the boiler! So many engineers came to check and after 4 months one of the engineer managed to find the issue and told me that the person who initially installed the boiler control didn’t set it up properly hence it wasn’t working the way it was meant to be!They have taken months and months to fix urgent issues! heating was fixed after 2 months, the leaking ceiling was fix after a few months too! Even something they would call ‘Urgent’ they don’t treat it as urgent! They don’t know what does the word urgent means! There emergency 24 hr helpline is completely useless, as all they do is listen to you over a phone call and they would sent an email to maintenance to look into when they are available during their work hours!My boiler was fixed after 4 months in Dec 2023, it worked fine for just 2 months, it’s feb 2024 and my boiler has now completely stopped working! I have no hot water in this cold weather, I have no clue how munch time they will take this time to fix the issue!The only reason I am giving 3 stars (they don’t really deserve this) is because they compensated me on rent and offered me a discount and goodwill. But the struggle I have been going through since moving into this place has been a complete nightmare! It has impacted my mental health, my work and literally everything!
Hi Meher,Thank you for taking the time to leave your review. I am sorry to hear about your experience, and I am glad that you were able to resolve your initial concerns. Please do email maintenance@ocasahomes.co.uk and we will work to resolve your concerns.
4/5
TrustpilotI just moved in
I just moved in, and frankly my experience was a wow type, very transparent team, and well departmentalised work flow, prompt in resolving issues, fast speed internet, near environ, currently my two thumbs up team 👍🏾
Hi George, that is good to hear! We hope that you continue to enjoy living in the property, please do reach out if you have any questions or concerns and we will do our best to resolve this.
5/5
TrustpilotLived here 11 years no issues of…
Lived here 11 years no issues of repairs all acted upon promptly area manager Joanne is a very approachable lady always helpfull love my twin patios and the open space around me hope to be 11 more years
Hi Sue, thank you for letting us know - fantastic to hear that you have had a good experience.
5/5
TrustpilotA 10/10
I would definitely rate my experience so far a 10/10. I am currently in Heritage House; both house manager and maintenance have been amazing. I love how transparent the process of repair is and all. They are quick to help out with anything in a professional manner. I would definitely recommend especially if you are a young professional individual.
Hi Abimbola, that is great to hear thank you for letting us know.
1/5
TrustpilotLived in the Carlisle flats for just…
Lived in the Carlisle flats for just under a year and did not have a positive experience!Cons:Lift was out of order the entire time (I lived on the 3rd floor)Internet was offline for 5months of my stay!My balcony door didn’t seal properly so had to have my heating on 24/7Multiple breaks happened within the flat that took forever to be fixed some never fixed.My take away is that the flats are not well kept. The Maintenance teams communication is pretty terrible and it can take weeks to get someone over the phone. I had logged so many complaints it was the only reason I was able to leave my tenancy early.
Hi Ryan, thank you for letting us know, sorry to hear that you have had this experience. We have noted your feedback and will pass it onto the relevant team to help improve the experience for our residents.
1/5
TrustpilotI moved in January last year
I moved in January last year, I haven’t had internet and I’ve reported this several times but no help till date. In renewing my contract too I have called so many times and that one too has not been sorted.
Hi Richmond, thank you for letting us know I very sorry to hear this, please email contact@ocasahomes.co.uk and we will work to resolve this for you.
2/5
TrustpilotDon't help with serious mould problems
The apartments that Osasa provide are amazing for a starter home. However as soon as somthing goes wrong, they don't help you fix the problem e.g. in my case I've been struggling with really bad mold, it's getting onto my clothes, in the bedroom and bathrooms. I've wrote several emails, across months to different departments to try and get this sorted but nothings been done. I've bleached and even bought a dehumidifier and I'm still having issues with no help.
Hi Sophie, thank you for letting us know. I am sorry to hear this, please do email contact@ocasahomes.co.uk and we will do what we can to help resolve this.
5/5
TrustpilotHighly recommend Place to live in Sheffield
Highly recommend this company. Heritage House manger (Sophie) & Maintenance was very helpful throughout our tenancy. Very quick to help out with any minor ailments during our tenancy in a professional manner. Lovely accommodation in a very central location which was perfect for us.
Hi Stebin - thank you for letting us know, this is great to hear!
1/5
TrustpilotTerrible communication
This is honestly the most unreliable company I have ever rented from. I have been contacting them to fix my Wi Fi since I moved in 5 months ago. Considering all they need to is call the provider to activate it, 5 months is more than enough! On top of that they give you multiple emails and numbers to contact them with but there’s no one who picks up or returns calls or replies to emails. They have no care for how their shortcomings affect your day to day life. They have replied to none of my emails about the issue and yet have the audacity to send emails requesting a review 🤔That’s a relatively small example compared to what I’ve experienced. Every time I have an issue, I have to jump through hoops to be heard!
Hi Faith, thank you for letting us know I am really sorry to hear that you have had this experience, please contact me at complaints@ocasahomes.co.uk and I will work to resolve this for you.
4/5
TrustpilotGreat company to rent from
Great company to rent from, every issue I've had has been solved quickly, no real complaints
Hi Niall - great to hear!
5/5
TrustpilotVery responsive and helpful whenever…
Very responsive and helpful whenever we’ve had any issues, very good all round!
Hi Joseph, thank you for letting us know, glad to hear you are having a good all round experience!
4/5
TrustpilotTENANT FROM PEARSON SQUARE, PEARSON ROAD IPSWICH
I've been living here in Pearson Square flat for almost 10 months now. During the days of tenancy I would says that it was fantastic. Environment is quiet and peaceful who likes to rest after a long knackered day from work. Accessible to public transportation bus stop and nearby shops. However there's no perfect after all. My other concern about was poorly maintenance to clean the building flat vicinity. Slow responsive to complaint issues and sorting out problems. They took time to sorted it out. Right now, in my flat building we experiencing NO WATER HEATER for almost few days ago and we're difficult to connect with them for follow ups. It's annoying and frustrating. As in this kind of season it's difficult to do errands and having a shower with freezing water. Please upgrade your maintenance team. Overall. Living with Ocasa Homes was quite great. CRISTINA
Hi Cristina, thank you for your review it is good to hear that you are having a positive overall experience with us. I am sorry to hear that you have issues with your hot water especially at this time of the year, please do email complaints@ocasahomes.co.uk so that we can help to resolve your concerns.
5/5
TrustpilotSuperb Service So Far
I have been with this letting agency for about 5months now (Dean House) and I dare say that I have had no reason to regret my tenancy. Issues are addressed and resolved as soon as possible and the only time I had an electrical issues during out of service hours, my query was treated with urgent and issue was resolved. Big shout out to Jo McMillan and Hafeez Abiola for their efforts. If their service declines after this rating, I would be back to give another review.Ojehomon Benjamin Evbodaghe
Hi, thank you for taking the time to leave your review and your feedback about our staff it is wonderful to hear you have had a superb experience with us!
1/5
TrustpilotIf I could rate lower I would
I was charged far too much for my room and have been trying to get my money back from the over payment for about 2 weeks now. My accommodation manager who communicates through what’s app (Dan) has been completely ignoring my messages about anything we can do about it so I had to go and sort it out myself. The time it’s taken has been absolutely abysmal. Not to mention the rat infestation in the car park that I have emailed about and still haven’t heard anything back from. Worst company known to man. Can’t wait to end this tenancy
Hi Callum - thank you for taking the time to leave your review I am sorry to hear what has happened, please do email complaints@ocasahomes.co.uk and we will work to resolve this for you.
5/5
TrustpilotOcasa have dealt with all issues/…
Ocasa have dealt with all issues/ queries thoroughly, although a little delayed at times, understandably due to the Christmas holiday period, which is appreciated.
Hi Tracy, thank you for letting us know - we appreciate it!
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Sunderland has the most, with 168 reviews rated 3.2 out of 5, followed by Leek (Belle Vue) with 167.
The 11 Ocasa Homes offices, by town:
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