Trusted Agent profile · West Midlands and Nottinghamshire
Verified
★★★★★
1,764 reviews across 3 offices and 1 platform
Purple Frog Property has three offices, in Birmingham, Bristol and Nottingham (West Midlands and Nottinghamshire). Together they have 1,764 reviews on 1 platform, rated 4.0 out of 5 overall.
Purple Frog Property's three offices, most reviewed first. Each has its own page.
Showing 1,764 reviews on Google only. Show every review
1/5
GoogleRating only, no written review.
Hi Rishi 02 Sorry to hear we only rate one star. Please could you drop me an email at james.mason@purplefrogproperty.com? It would be great to her what's gone wrong so we can put it right. I look forward to hearing from you. Kind regards James Mason
4/5
GoogleRating only, no written review.
1/5
GoogleRating only, no written review.
Dear Sam Sorry to see that you're unhappy with us. I can see that you were in the same tenancy as another reviewer who was angry that we had not returned your deposit yet. Looking at your tenancy, I can see that your bills proofs were only returned on 4th October. We did ask you before your tenancy ended in August to provide this information. We sent this request several times and made it clear that we could not return your statements without it. I have asked the deposits team to look into why you haven't received your statement yet. We try to return deposits 5-10 working days after we have received the information from you. Please let me know when you get your statement. Apologies for the delay. Kind regards James Mason james.mason@purplefrogproperty.com
1/5
GoogleRating only, no written review.
Hi Mollie Sorry for the delay in returning your deposit. I can see that the payment has now been returned. Thank you for your patience. Kind regards James Mason james.mason@purplefrogproperty.com
4/5
GoogleRating only, no written review.
5/5
GoogleRating only, no written review.
5/5
GoogleRating only, no written review.
5/5
GoogleThank you Leah
5/5
GoogleThanks leah
5/5
GoogleLeah was helpful
5/5
GoogleGreat viewing with Charlotte
5/5
GoogleDealt with maintenance issues promptly and courteously
5/5
GoogleLeah was very helpful
1/5
GoogleInfamous in the student community for ripping you off on your deposit - avoid.
Hi Mike From your review, it's not clear whether you have been a tenant of ours or not. If you are a tenant and you have a concern about your deposit, please could you drop me an email at james.mason@purplefrogproperty.com so I can help sort it for you? If you aren't a tenant, while we never make any claims to be perfect, we do try to make our deposits process as clear as possible. There is information about how we do that, here: https://www.purplefrogproperty.com/blog-tags/deposit-protection/. Kind regards James Mason
5/5
GoogleI was a little worried about going through an agency but contacted a chap called Luke Hill who was swift with his replies and talked me through each step so we didn't lose my sons place, great service, I'll be contacting him next year!
5/5
GoogleManage to sort out an issue with rent schedule within no time thanks to Leah
1/5
GoogleAn abnormal amount of issues with receiving deposits, high level of poor customer service and a serious lack of communication within the organisation. These are just a few issues which myself and other housemates have received whilst dealing with Purple Frog.
Dear Kish P Sorry to hear that you've had some issues with your deposit being returned. Please could you drop me an email at james.mason@purplefrogproperty.com, so I can find out what's gone wrong? If you give me some more information I can see if we can sort this out for you. I look forward to hearing from you. Kind regards James Mason
1/5
GooglePurple Frog Nottingham Branch are terrible with any form of communication, constantly ignore emails or don't send any at all, no matter the situation.
Dear Oliwia Sorry to her that you're having problems getting hold of the team at the branch. Please could you forward me the emails that haven't been answered, so I can find out why there's been this breakdown in communication? My email address is james.mason@purplefrogproperty.com. Many thanks James Mason
1/5
GoogleDo NOT use PurpleFrog. Not only do they take 3000 years to reply to emails/carry out maintenance work (in September 2017 we reported that our kitchen chairs were broken, we moved out in July 2018 and they were never fixed), they are AWFUL at returning deposits. Me and my housemates moved out at the beginning of July, and we still are being messed around almost FIVE MONTHS later. Almost all of our emails have been ignored, and instead we had to resort to religiously calling them. Even then, advice was vague and non-committal. Not to mention, that staff (someone named Rhys in particular) was incredibly rude and unhelpful. Honestly, I would be embarrassed if I was managing this branch of PurpleFrog. Save yourself the hassle, and go somewhere else.
Dear Adeva Sorry to hear that you are unhappy with the service that you received from us. Looking at your tenancy, I cannot see a report about the chairs. Sorry if this was missed, did you report it again? I can see that your other maintenance reports were all dealt with in good time. With regards to your deposit, I can see that your bills proofs were only returned on 4th October. We did ask you before your tenancy ended in August to provide this information. We sent this request several times and made it clear that we could not return your statements without it. I have asked the deposits team to look into why you haven't received your statement yet. we try to return deposits 5-10 working days after we have received the information from you. Sorry that members of the team were rude to you. Please could you email me at james.mason@purplefrogproperty.com, so I can find out more about what was said? I look forward to hearing from you. Kind regards James Mason james.mason@purplefrogproperty.com
1/5
GoogleAweful company who dont return deposits on time... Its been 2.5 months and they still havent returned it
Dear Online A-Level Tutor Sorry to hear that you've had issues with your deposit. Please could you drop me a line at james.mason@purplefrogproperty.com so I can find out more? Also, please could you check that you have completed the following actions: 1) You have returned any bill proofs that we asked for before the end of your tenancy 2) There is no arrears at the property when you left These issues sometimes slow down sending deposits out. Also, if you have raised a dispute this will need to be settled before the deposit is returned. There is more information on the deposit process online, here: https://www.purplefrogproperty.com/blog/make-deposits-fair/ In the meantime, if you email me at james.mason@purplefrogproperty.com with more information about your tenancy, I will be able to ask the deposits team about the progress of your statement. I look forward to hearing from you. Kind regards James Mason
5/5
GoogleAmazing service returning our deposit. Was sceptical at first as people had said it was hard to get your deposit returned by purple frog. However. Leah returned our deposit in a timely manner and helped me with all of my queries and worries super fast. We had pre agreed on cost that would be taken from our deposit (a cleaning company to come in and clean our property when we left) and was super brilliant
Thanks for your feedback. All the best Patrick
1/5
GoogleTerrible company. While I would hope that your experiences aren't as bad as mine, seeing what other students have been through (some far worse) I wouldn't bet against it. Clearly nobody there is proud of the work they do, because of they were, they would do a better job. I feel deeply sorry for any student that winds up having to deal with the embarrassment which is purple frog. If you have the chance to avoid them, then do. Please. What happened? Let's just say you should be prepared to do A LOT of chasing to get your deposit back. They advertise that they aim to get your deposit back to you within 28 days. SPOILER: it's a lie. In total it took me 3 months to get my deposit back, and whatever they reply to this comment to make themselves appear more innocent, please don't believe them. It took them around 42 days JUST to get my council tax documents. The funny thing is that students don't even pay council tax! After this mysterious problem was eventually sorted, I was sent an incorrect deposit statement which charged us for damages which were caused by their maintenance men. We eventually managed to resolve this by sending them proof (for the second time) that we had reported the incident. Of course, they weren't able to sort this out themselves. After a week of no replies, I had to call them to ask if they could look at the email I sent. On top of this, they tried to make each tennant overpay by making four of us each pay a third of the cost. Good try purple frog. Even after I received a deposit statement which was correct (after 2 AND A HALF MONTHS). They still didn't manage to get it back to me within the 5 working days they told me it would take. After around 10 days I had to angrily call the office and demand my money be returned immediately. And guess what - they gave me my money back! (minus £4 which I am STILL chasing after). I am completely baffled how a company can make this many mistakes. This company DOES NOT want you to get your deposit back. They unnecessarily make the process much longer than it should be in order to hold your money for as long as possible (money problems? Or just very very poor organisation?) who cares, because when they do eventually manage to send you a statement, it will be wrong. And, in my experience, you will be (attemptedly) over-charged for something they knew you hadn't done. Oh, I'd also like to add that when I moved into the property, my bedroom and bed was covered in dog hair, which I had to clean up as their offices were closed and I unfortunately had to sleep there. How is it even possible for a letting company to take such bad care of their accounts?
Dear Young J Sorry that you found our deposit process to be unfair. We do explain the process for deposit returns to all tenants several times before the end of your tenancy. I do take your point that some of the deposit returns have been much slower than we would have liked this year. Sorry to hear that yours was one of them. You are right: students are exempt from paying council tax. Unfortunately, that doesn't mean that you can just live in a property without letting the council know that you are exempt. If you don't tell the council this, they will assume that you are eligible to pay the tax. The reason why we ask for proof of the exemption is that councils will send debt collectors to a property to demand the unpaid tax. As student tenants tend to have short tenancies, this means that the debt collectors are banging on the door of new tenants. That is unfair to the new tenants. As you are a Nottingham tenant, we sorted out your council tax exemption proof for you. I'm sorry that this took us longer than we had hoped. Sorry to hear that some of the deductions on the deposit were added incorrectly. By the sound of it, you used our dispute process to make us aware that we'd added a charge we shouldn't have and it was removed. The reason that we have a dispute process is because, inevitably, sometimes things go awry. We deal with thousands of deposit returns every year, and hundreds of properties. That does mean sometimes deductions are added by mistake or that we are not as familiar with the details of a property as the tenants are. Neither we nor the landlords we work with receive any profit from deposit deductions. Any money that is taken is used to pay for cleaning or repairs, outside of normal wear and tear. If you are on a joint and several contract, any deductions for communal areas will be split between all of the tenants. There is an overview of the process here: https://www.purplefrogproperty.com/blog/make-deposits-fair/. Sorry to hear that your room had dog hair in it. As a rule of thumb, we do not allow pets in our properties. Your room should also have been inspected and cleaned after the previous tenancy. If it was not, it is always worth telling us. As I mentioned above, we pay cleaners. If they're not doing their job, it's helpful for us to know. I hope that, going forwards, your experiences in the rental market don't cause you as much stress as you seem to have experienced at the end of your tenancy with Purple Frog. Kind regards James Mason james.mason@purplefrogproperty.com
5/5
GoogleBook a Viewing via Robbie. Was shown around the property by Jordan. Both very professional and answered all my questions
4/5
GoogleZita at purplefrog is very helpful and sorts out any maintenance issues very promptly, which has been appreciated from all the tenants here!
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Birmingham has the most, with 762 reviews rated 4.4 out of 5, followed by Bristol with 538.
The three Purple Frog Property offices, by town:
