Newest first, from every platform, with the office each review is about. First names only.
★★★★★ 4/5
GoogleI booked some house viewings last week with Purple frog, and despite a technial issue leading to my viewings never being registered, Purple Frog were incredibly accommodating and prioritised my viewings for the following day. We were shown around by Tilly who was very friendly and informative. We managed to view three houses in one hour as the viewings were very organised and efficient. I'd highly recommend Purple Frog for students needing to find a house as the quality of housing is really good, as are the rent prices.
Lizzie · 28 August 2018 · Purple Frog Property Nottingham
★★★★★ 5/5
GooglePoppy was a great guide yesterday, she comprehensively showed us the houses and acted as a very efficient medium between us and the landlord.
She knew a lot about the area and showed us around well.
Would recommend her to any future tenants.
Habs · 28 August 2018 · Purple Frog Property Nottingham
Agent replied · 27 August 2023
Thank you for your review.
All the best
Patrick
★★★★★ 5/5
GoogleThe staff from Purple Frog were extremely helpful with helping us find a student house in Nottingham. They showed us 5 houses that corresponded to our requirements, and we’re always there to answer any queries we had very quickly.
Poppy, who showed us the houses was extremely helpful, answering all our questions even after office hours.
Cerys · 26 August 2018 · Purple Frog Property Nottingham
★★★★★ 5/5
GoogleVery helpful and friendly staff 👌🏽☺️ …
Daisy · 31 July 2018 · Purple Frog Property Bristol
★★★★★ 1/5
GoogleUPDATE- After much chasing, deposit was returned.
AVOID AVOID AVOID
Complete scam company, they take your money very fast. Impossible to deal with thereafter and do not return deposits.
Horrendous experience and customer service.
Do not use Purplefrog.
Tash · 31 July 2018 · Purple Frog Property Bristol
Agent replied
Dear Tash,
Your review is totally unrepresentative of the service you have received.
You and your housemates were advised on 4 separate occasions that you would need to supply proof that your utilities and council tax had been dealt with in order for your deposit to be returned.
Our branch manager even visited your old property twice, after work in his own time to look for a letter from the council for you to help you to meet these obligations.
Once we received the last document relating to council tax we sent your deposit statement to you within 5 working days.
It is certainly not the fault of purple frog that you've not had your deposit returned sooner.
Patrick
★★★★★ 1/5
GoogleTries to fleece as much money as possible from every student tenant that leaves their property. They do not attempt to communicate reasonably to the tenants, only keep their complaints at a distance and ask for money at every opportunity possible. I think their business plan is to take all the money from students that they can get away with.
My friend has been fully charged for an oven despite it being listed as broken on the inventory when they moved in. Wouldn’t be surprised if they charged the previous tenants for it. Throughout their tenancy, the boiler broke about 5 times. On each of the occasions, they just sent round some handyman (who knew nothing about plumbing/boilers to do some quick fix - it was never properly fixed).
Honestly, do not walk through that purple door. Nothing but a business trying to make the best of people in a poor situation.
JR · 31 July 2018 · Purple Frog Property Bristol
Agent replied · 30 July 2023
Dear Oliver
Sorry to hear your friend had issues with their tenancy. I appreciate that you are being protective of them by posting this. Who doesn't want to help a friend?
However, I feel I should say that, as you don't have direct experience of using Purple Frog, your review is inappropriate. You are making serious claims about the business without having direct knowledge of the events you are discussing.
As you aren't a tenant, you would not have been included in any of the discussions between Purple Frog and the tenants, around the issues you detail above.
In terms of your assertion that we ask for money at every opportunity, our fees and charges are clearly published on our website: https://www.purplefrogproperty.com/contact-us/fees-charges/. We do not hide any charges and are upfront about costs from the very start.
Tenants' deposits are protected by a third party and we make sure that tenants are fully aware of their responsibilities when moving out (for instance: https://www.purplefrogproperty.com/students/howtokeepyourdeposit/). This includes being transparent about possible deductions that they may incur. This gives them opportunities to sort these issues before the end of their tenancy, thereby avoid the deduction.
While I don't doubt that your friend feels there were problems during the tenancy, you yourself aren't aware of the full facts. After all, you did not see the inventory that we provided at the beginning of the tenancy and you don't know how or why the boiler was mended.
We are always happy to receive feedback from people who have had genuine experiences of using our services. If we have made mistakes, we are more than happy to speak to your friend and see what the issue is.
To this end, I'd strongly urge that your friend contacts me directly at james.mason@purplefrogproperty.com, so I can find out about the actual issues they have had and see if anything can be done to set the issues right.
In the meantime, as it stands, your review is a bit spurious, and I urge you to remove it as it is not based on a personal experience.
I look forward to hearing from your friend. My email address is james.mason@purplefrogproperty.com and my direct dial is 0121 796 0041.
Kind regards
James Mason
★★★★★ 1/5
GoogleThe property my friends and I rented out last year was an absolute disgrace and it should not have been put on the market. There was mold on the walls due to insufficient insulation, a mini land-fill site arose as a result of builders dumping their rubbish in the back yard and basic furniture such as desks, chairs and blinds were missing from the property when we moved in. When we requested the building work that was going on for 4 months in our property to stop, the lettings agency had the cheek to tell us that it was all being done for our benefit and allowed it to carry on without any consideration of the disruption it was causing us.
The staff were unhelpful, uncaring and frustratingly incompetent (it took us 6 weeks to get our deposits back). Hopefully if you're reading this you will take note of what I've said and avoid Purple Frog Bristol at all costs.
Matthew · 31 July 2018 · Purple Frog Property Bristol
Agent replied
Dear Matthew
Sorry to hear that you were unhappy with your tenancy. With regards to the work that you mention, we paid the tenants approximately £3,000 in compensation for this disruption. I am a little surprised that this isn't mentioned in your review. While certainly there was a lot of disruption, this was taken into consideration and you were financially reimbursed for the problems the works caused you and the other tenants.
Initially work was carried out to help solve a damp problem in the house. The landlord then decided to do further improvement work at the same time. This included adding uPVC windows and improving the insulation. This is why we referred to it benefiting you as tenants, as it would make the house more pleasant to live in. However, this obviously increased the amount of time the work took and was why we offered you compensation.
In terms of the deposit return, we received your final water bill on 07/09/2017. We processed it and sent a receipt via email on 08/09/2017. The email advises that deposit statements will take up to 5 working days. We sent the deposit return statement out on 14/09/2017.
We do include the information that you need to send proof of utility bills in several places on our website. We also emailed you on 06/07/2017 with information about moving out. This contained our move out check list, where we do state that you must provide us with proof that all your utility bills (gas, electricity and water) have been paid and your Council Tax liability is £0, before we will return your deposit.
Again, I'm sorry that you feel we have treated you unfairly. While we don't pretend to be perfect, we are willing to admit to our mistakes. However, I feel you have also not mentioned some points in your review that, perhaps, mean calling the team 'incompetent' and saying we did not take the disruption to you into consideration is also unfair. I hope you consider this and amend your review.
We are always happy to receive feedback and if you would like to discuss your experiences with a senior member of the team, please feel free to get in touch with me. My email address is james.mason@purplefrogproperty.com and my direct dial is 0121 796 0041.
I look forward to hearing from you.
Best regards
James
★★★★★ 1/5
GoogleRude and patronising staff, especially the deposits returns department who tried as hard as possible to take a large cut of our deposit.
During our check out I was praised for having cleaned the property exceptionally well, and assured there would be no charges. However they subsequently tried to charge us £75 for cleaning, which I challenged them on (asking for evidence of the property being in worse condition than we received it in - difficult, as the property was a dump when we moved in). This was then amended to £75 for “the removal of pots and pans left in the kitchen” (which were there when we had moved in), which clearly is a ludicrous charge, especially given it would have taken me seconds to remove the offending pots if I’d been told to do so during the check out inventory. They then attempted to charge us £300 for a replacement oven, the door of which had been broken when we moved into the property (and was documented as so in the inventory and in emails from PF). After months of trying to reason with them (with them attempting to find inconsistencies or problems in every single email we sent) we went to Deposit Disputes, who ruled that it was an unreasonable charge - noting that our deposit was not to be used as their insurance.
Nearly a whole year later and our deposits have been returned in full. Very pleased to have ended up with our whole deposit returned to us, and for Deposit Disputes to find their claims against us as preposterous as they always transparently were. However very annoyed that it took so long and so much emotional energy to get our money back.
Also completely incompetent when it came to basic fixes of the property as well - during December/January/February our boiler was broken almost constantly. Every time it broke it took them a week or so to send in someone to repair it, whereupon it would break within a few hours of being “fixed”. This happened roughly 5/6 times, with the repair man noting on a couple of occasions that PF should bite he bullet and replace the clearly broken boiler. We spent the majority of Winter without heating, meaning that we had to take showers that were so cold that they gave us headaches. The boiler was only eventually replaced when we made the suggestion that our rent ought to be adjusted to reflect the fact that we were paying for a property with heating, and we were not receiving this.
Caroline · 31 July 2018 · Purple Frog Property Bristol
Agent replied
Dear Caroline
Sorry to hear that we've only earned one star.
Please could you drop me an email at james.mason@purplefrogproperty.com so I can find out what's gone wrong?
I look forward to hearing from you.
Kind regards
James Mason
★★★★★ 5/5
GoogleRating only, no written review.
Jay · 31 July 2018 · Purple Frog Property Nottingham
★★★★★ 3/5
GoogleRating only, no written review.
James · 31 July 2018 · Purple Frog Property Nottingham
★★★★★ 5/5
GoogleBEST Lettings
DAY · 31 July 2018 · Purple Frog Property Nottingham
Agent replied · 30 July 2023
Thanks DayBlinds UK, we really appreciate your feedback! Thanks, Patrick.
★★★★★ 5/5
GoogleTilly was so so helpful with showing me the accommodation I was interested in, so friendly and answered all the questions about all I needed to know, fab service 💕 …
Bethany · 31 July 2018 · Purple Frog Property Nottingham
★★★★★ 5/5
GoogleTilly was great on our viewing, more like our friend. Flat viewed was nice and modern to. Thanks Tilly!
Amy · 31 July 2018 · Purple Frog Property Nottingham
★★★★★ 5/5
GoogleI really enjoyed how punctual and informative they were (over the phone and in person).
Gabby showed me around and was very informative and answered all my questions, even though the house didnt meet my liking.
Will definetly use them in the future!
Abu · 31 July 2018 · Purple Frog Property Nottingham
Agent replied
Thanks for your feedback.
All the best
Patrick
★★★★★ 5/5
GoogleThe staff from Purple Frog were extremely helpful with helping us find a student house in Nottingham. They showed us 5 houses that corresponded to our requirements, and we’re always there to answer any queries we had very quickly.
Poppy, who showed us the houses was extremely helpful, answering all our questions even after office hours.
Cerys · 31 July 2018 · Purple Frog Property Nottingham
★★★★★ 5/5
GooglePoppy was a great guide yesterday, she comprehensively showed us the houses and acted as a very efficient medium between us and the landlord.
She knew a lot about the area and showed us around well.
Would recommend her to any future tenants.
Hnaathan · 31 July 2018 · Purple Frog Property Nottingham
Agent replied
Thank you for your review.
All the best
Patrick
★★★★★ 1/5
GoogleIts taken a long time to get to this point. As a parent and Guarantor of a Student in property in Edgebaston managed by Purple Frog Selly Oak. I am utterly disgusted in several aspects of this branch.
They seemed very aggressive at the start in getting the forms completed and returned. It seemed very rushed. I put this down to the disorganisation of my daughter and her flat mates.
Now I see the rush to get 4 inexperienced students into a home that is not fit to live in. From the start the property was infested with mice, which actaully run under the beds and get in laundry with you in the room. There are leaks in the roof that have damaged property.
My daughter has complained constantly and had little or no joy from Purple Frog in response.
£400+ a month for one room in an all inclusive rent in a property so is a slumlord levels of return.
Today I received a `FINAL WARNING` email saying my daughter is in arrears - which is interesting as the last contact was January. The warning states PAY TODAY or its passed to a debt collector.
Shockingly aggressive and upsetting tactics, I am so angry right now, of their absolute lack process.
I have also received a call from a member of staff, who is rude, obnoxious and deaf to your needs. They are only interest in money
BE WARNED PARENTS AND STUDENTS ALIKE RENT PROPERTIES THAT YOUR STUDENT UNION RECOMMEND. THESE ARE SHOCKINGLY POOR IN CUSTOMER SERVICE AND ACCEPTANCE OF THEIR RESPONSIBILITIES.
I will lodge an ombudsman complaint.
Mitchell · 31 July 2018 · Purple Frog Property Birmingham
Agent replied
Dear Mitchell Fenton
Sorry to hear that you are unhappy with our system for chasing rent arrears.
We sent the email to your daughter because, despite our best efforts, she has left her tenancy still owing rent.
Your review says that we have not contacted you or your daughter since January. Our records show that our last correspondence was actually on 18th June. In fact, on 1st June one of the members of the team spoke to you.
We realise that sometimes people can struggle to pay rent and we are very happy to agree a payment plan. In this instance, despite repeated promises from the tenant, this has not happened.
I think it is disingenuous to be angry at us for trying to retrieve money for the landlord, which your daughter owes.
You mention a rent of £400 a week for one room. This is grossly inflated. The actual rent is £67.83 per person per week.
You are right, the tenants did report lots of maintenance issues. However, we dealt with each report in good time. Yes, there was on ongoing problem with mice. However, each time the issue was reported we sent exterminators to the property and did things such as block holes to prevent mice returning.
Had the property not been in a habitable state, we would have moved the tenants until the issue was sorted. None of the maintenance reports made by the tenants would be classed as the house being uninhabitable.
You also say that the tenants were rushed into signing their contracts.
New tenants are given five working days to read and agree their contracts. Yes, we do send reminders. however, we do not believe in the hard sell. That means we are happy to answer questions, and with the agreement of the landlord, to make reasonable changes to contracts.
Our contracts state that tenants should not withhold rent because of maintenance issues. We have a compensation procedure for tenants who require money back. However, as many of the issues you mention in your review date to the beginning of the tenancy, it doesn't appear that your daughter was withholding rent because of these issues.
I understand it is upsetting to receive a notice that a debt will be passed to a debt collector if it is not paid. However, we only ever do this as a last resort.
By trying to paint us as a 'slumlord' you are trying to disguise that fact that we have made every effort to work wit you and your daughter to ensure the arrears is cleared.
You mention that you will be reporting us to the Property Ombudsman.
They normally ask that you make a formal complaint to the company first. I can see that you have not yet done this. You can find more information about our complaints procedure on our website: https://www.purplefrogproperty.com/not-happy/.
Alternatively, you can email me at james.mason@purplefrogproperty.com with the details of your complaint.
However, your daughter will still need to pay her rent arrears.
I look forward to hearing from you.
Best regards
James Mason
★★★★★ 1/5
GoogleI never come across a shameless property agency like Purple frog . They just care about money ，never be honest and ethical. They may owe your money and breach the contract with you. I notice I am not the first one encounter this occasion . I hope you won't be like me! DON't EVER USE PURPLE FROG!
Once they take over my flat from my former agency Loc8me and became my new Landlord
，they forced me to move out but give me less than 3 weeks. In order to make me more quickly，they break my broad band and all service in my flat without any notice，they even come into my flat without my consent and threaten me that if don't move I will be not safe to live there.
Then they recommended me a new place to move and I agreed.Everything is ready when I was moving but I they suddenly told me that they "FORGOT" there was already a tenant and I have to move to another place. I have no choice but move there but it's really much worse， then I know from the manager of the former viewed property that I the property is still there ，no one ever book it，and the price is much higher than place I move in.
Finally，we had pre-agreed terms prior to moving into the property. Upon moving in, none of the agreements were met. They commited and wrote in contract that I will get the money the next day I move ，but they delayed and didn't pay until my lawyer told them they must pay. Till now they just pay a part of the money and the manager dispeared: they blocked me and doesn't answer the call and email of my lawyer.
Carrie · 31 July 2018 · Purple Frog Property Birmingham
Agent replied
Hi Carrie
Sorry to hear we've only earned one star rating.
It would be really useful to find out more about what's gone wrong, so we can see if we can set it right. Please could you send me some more information about what's happened to cause your review?
My email address is james.mason@purplefrogproperty.com.
I look forward to hearing from you, so we can try to set right whatever issue you've experienced.
Kind regards
James Mason
★★★★★ 1/5
GoogleWe are posting this only because Purple Frog have stopped responding to
communication.
This should be a warning to protect yourselves against the appalling treatment of young and inexperienced students . As long as there are no issues with the property during your tenancy, using Purple Frog may be an option as a letting agency. However, having had maintenance problems and a poorly-handled leaving of the property it is clear that the company is solely on the side of the landlord and, despite being ex-students, fail to uphold the interests of the students in any dispute. The boiler in the property did not work and it took until March to replace because , as the staff themselves admitted, the landlord did not want the expense of a new boiler. The cold forced the girls to work dressed in extra clothes and dressing gowns, their belongings smelt of damp and it was only when we said we would withhold rent that the boiler was finally replaced.
We strongly recommend that you carry out a a detailed inspection when you move in and put all defects in writing and ask Purple Frog to acknowledge - their assurances, photos taken by Purple Frog and the verbal agreement they gave us have proved worthless. (This is particularly crucial if you are a single tenant joining an existing tenancy). The final inspection, conducted with the lead tenant, detailed £130 in charges to be deducted from their deposit - signed as agreed by both Purple Frog and the residents. After discussing the final charges with the landlord, Purple Frog increased this by a further £461 in fines! The house was damp on occupancy with visible mould and without an operational boiler it was inevitable that it would worsen. Yet the unreasonable charges levied after the inspection included £130 for mould removal! (We could go on - £60 for the removal of rubbish bags). The contract states that other charges relating to "inventory" can be levied after the visit; so they stretch the definition of inventory to condition, not the items provided in the property. Despite an offer to pay reasonable costs this is still not resolved. We have been awaiting a response to our latest communication for nearly 4 weeks now.
Hence, the deposit return has been in dispute since June. The deposit resolution service is appropriate when all parties are in contact; only the lead tenant can lead a dispute, which in itself is lengthy. This is money that is desperately needed by the students: the landlord and Purple Frog hold the power to resolve.
Sadly, therefore we would advise not to trust their inexperienced staff in move-in/move-out process and protect yourselves based on our sad experience.
Jayne · 31 July 2018 · Purple Frog Property Birmingham
Agent replied
Dear Jayne
Despite the other tenants in the property already agreeing to the deposit charges, we continued to discuss your dispute and have come to a compromise which all have now agreed to.
We dropped heaters to the tenants soon after the issue the boiler was reported and the tenants reported to us how pleased they were with the speed of which we had it replaced. I do not feel your review is an accurate reflection of the service provided to the tenants.
Best regards
Patrick Garratt
★★★★★ 1/5
GoogleBased on our experience, If you want to find an honest and trustworthy agency, Purple Frog should not be on the list. Especially when you are the tenant.
They used fake pics and lied to us when we were asking our deposit back. They insisted that we broke the freezer drawers and emailed us the following first two photos(shown as the attached photos). They claimed them as the proof that we damaged the drawers and they said the photos were taken on our check out date.
But luckily, one of my roommates took a photo of the drawers when the inspector were inspecting the property with us(shown as the third attached photo, the date has been circled). After we emailed this photo to them, they finally agreed to waive this hilarious extra charge. But they never said sorry and neither any reasonable explanation about those fake photos that they had been using to charge us extra money.
It took nearly 3 months for them to pay back the deposit, which was promised 28 days by them. We tried to contact them by emails and calls many times after the first 28 days. But what we heard back from them was that the people in charge of this were on vacation. After their staff finally finished the vacation, I called them at least three times to ask for the statement. Every time they promised it would be given by that day, but we never received it until another month later.
It took them 3 months to write the statement, but there were still many mistakes, including the extra charge for the "broken drawers", mistaking occupiers of different rooms, and many other extra charges which were not on the check-out inspection form that we had signed with the inspector.
Once again, if you are looking for an honest and trustworthy agency, which helps you find a place to settle down and avoid unreasonable charges when checking out, you have come to the wrong place. Just skip this one and get to somewhere else better.
T · 31 July 2018 · Purple Frog Property Birmingham
Agent replied
Hi TH,
Sorry it sounds like you didn't have an easy time getting your deposit back. We try really hard to make sure our deposit return process is fair and efficient, you can see more info here: https://www.purplefrogproperty.com/blog/make-deposits-fair/
I'd appreciate it if you could get in touch with me directly so we can discuss your case and see if there is anything we can do to put it right.
Thanks, Patrick (07817793828, patrick@purplefrogproperty.com)
★★★★★ 1/5
GoogleTries to fleece as much money as possible from every student tenant that leaves their property. They do not attempt to communicate reasonably to the tenants, only keep their complaints at a distance and ask for money at every opportunity possible. I think their business plan is to take all the money from students that they can get away with.
My friend has been fully charged for an oven despite it being listed as broken on the inventory when they moved in. Wouldn’t be surprised if they charged the previous tenants for it. Throughout their tenancy, the boiler broke about 5 times. On each of the occasions, they just sent round some handyman (who knew nothing about plumbing/boilers to do some quick fix - it was never properly fixed).
Honestly, do not walk through that purple door. Nothing but a business trying to make the best of people in a poor situation.
OJ · 5 June 2018 · Purple Frog Property Bristol
Agent replied
Dear Oliver
Sorry to hear your friend had issues with their tenancy. I appreciate that you are being protective of them by posting this. Who doesn't want to help a friend?
However, I feel I should say that, as you don't have direct experience of using Purple Frog, your review is inappropriate. You are making serious claims about the business without having direct knowledge of the events you are discussing.
As you aren't a tenant, you would not have been included in any of the discussions between Purple Frog and the tenants, around the issues you detail above.
In terms of your assertion that we ask for money at every opportunity, our fees and charges are clearly published on our website: https://www.purplefrogproperty.com/contact-us/fees-charges/. We do not hide any charges and are upfront about costs from the very start.
Tenants' deposits are protected by a third party and we make sure that tenants are fully aware of their responsibilities when moving out (for instance: https://www.purplefrogproperty.com/students/howtokeepyourdeposit/). This includes being transparent about possible deductions that they may incur. This gives them opportunities to sort these issues before the end of their tenancy, thereby avoid the deduction.
While I don't doubt that your friend feels there were problems during the tenancy, you yourself aren't aware of the full facts. After all, you did not see the inventory that we provided at the beginning of the tenancy and you don't know how or why the boiler was mended.
We are always happy to receive feedback from people who have had genuine experiences of using our services. If we have made mistakes, we are more than happy to speak to your friend and see what the issue is.
To this end, I'd strongly urge that your friend contacts me directly at james.mason@purplefrogproperty.com, so I can find out about the actual issues they have had and see if anything can be done to set the issues right.
In the meantime, as it stands, your review is a bit spurious, and I urge you to remove it as it is not based on a personal experience.
I look forward to hearing from your friend. My email address is james.mason@purplefrogproperty.com and my direct dial is 0121 796 0041.
Kind regards
James Mason
★★★★★ 1/5
GoogleTook a week and a half of calling and being told that they will call me back to get the keys and when I came to pick them up I've been told that I could have done that a week ago.
They would come into the flat sometimes as often as 6 times a month (they usually do give a 24h notice but still).
Took 3 months to get my deposit back.
The flat was good value for money but it was not worth the hassle.
2 · 5 June 2018 · Purple Frog Property Bristol
Agent replied
Hi Tom, sorry to hear that you had problems. Unfortunately, I can't find your name anywhere in our tenant database. Please could you drop me a line at james.mason@purplefrogproperty.com, so I can find out more?
I look forward to hearing from you.
Best regards
James
★★★★★ 5/5
GooglePoppy was so so helpful when showing us around the different properties, answered any questions that we had and was so lovely! Thankyou so much for helping us find a house!
Abbie · 17 May 2018 · Purple Frog Property Nottingham
★★★★★ 5/5
GoogleRating only, no written review.
J · 9 February 2018 · Purple Frog Property Nottingham
A review that appears on several offices' pages is shown once. We leave out reviews that name another agent.
