Every review we hold for the Banbury office, from every platform, shown as written. First names only.
★★★★★ 1/5
GoogleMy experience with Stepping Stones Letting Agency has been nothing short of a nightmare. From start to finish, the entire process was plagued with issues that no one should have to endure.
First and foremost, the level of miscommunication was appalling. Vital information was either incorrectly conveyed or omitted entirely, leading to constant confusion and frustration.
Additionally, the staff demonstrated a shocking unwillingness to provide necessary details and assistance. Every request for information was met with reluctance and disinterest, making the whole process incredibly stressful. Whenever I raised valid concerns, I was met with condescension and even laughter. This level of disrespect is utterly unprofessional and left me feeling humiliated.
To make matters worse, I waited an entire month just to get a viewing, only to be told at the last minute that I was not eligible to let any of their properties. This was the final straw in what was undoubtedly the worst experience of my life.
I strongly advise anyone considering Stepping Stones Letting Agency to look elsewhere. The combination of miscommunication, unhelpfulness, disrespect, and unnecessary delays makes this agency one to avoid at all costs.
Thomaskutty · 6 July 2024
Agent replied · 24 August 2024
Thomas
I am sorry to hear that you have not had a good experience with Stepping Stones. We are justifiably proud of our customer service reputation and so we are always concerned if we fall down in this. If you could contact me at info@steppingstonesletting.com with some more detail I can investigate this further.
Many thanks
Ben Jones - Stepping Stones
★★★★★ 1/5
GoogleShocking Last-Minute Withdrawal, Deeply Unprofessional and Unfair… Extremely Disappointing Experience, Felt Bullied and Let Down
Our experience with Stepping Stone has been nothing short of distressing. What should have been an exciting new chapter turned into chaos and heartbreak, all because of how poorly this agency handled our tenancy.
Despite both written and verbal assurances from the landlord and agent that the property would be professionally cleaned and damaged walls repaired before our move-in, none of this was addressed. When we raised these concerns, simply asking for what had already been promised, we were met with pressure and veiled ultimatums, trying to corner us into accepting the property “as is.”
When we firmly stood up for our rights, Stepping Stone shockingly withdrew the tenancy just 24 hours before our move-in date.
By that point:
• Our entire home was packed
• The moving transporter was booked
• End-of-tenancy cleaning at our current home was arranged
• Broadband had already been moved to the new address
• Utility accounts had been transferred
• And most heartbreakingly, our 4-year-old, who had been counting down the days for over a month, was left devastated
We were left in a state of panic and near homelessness, saved only by the kindness of our current landlord who agreed to extend our tenancy for another month at the last minute.
This experience has shaken us. What we hoped would be a smooth transition turned into an ordeal marked by broken promises, manipulation, and complete disregard for the impact on our family.
We trusted Stepping Stone. They failed us, not just as clients, but as human beings.
Neeru · 15 August 2025
★★★★★ 5/5
GoogleFriendly people who's helpful from the start of the process to the end of the process. Would definitely recommend Stepping stones as letting agents. Excellent, clear communication throughout our stay on everything. Thea and team, thank you for all your help! You guys are absolutely amazing!
Shaun · 13 April 2026
★★★★★ 1/5
GoogleLANDLORDS & TENANTS, STAY CLEAR
Having just left a rental property with Stepping Stones, we would like to advise anybody either with a property to rent or looking for a rental property to avoid these agents.
From day 1 Glen, the Lettings Managers hid the fact that it was “Warm Air Heating” in the property.
We had our first viewing via WhatsApp video, it was not until we went to the property and I noticed that there were no radiators, that we found out. Glen even acted all surprised as if he did not know
(unbelievable, when this property as had many tenants in and Glen’s been with the company since 2006, letting it out!!).
We picked up on a few issues from the first day. Firstly, the light in the fridge was not working!
When I called to tell Harriette, our Property Manager she stated that the picture on the check-in inventory was showing that it was on, and she had taken that picture on the same day!!! You only have to see the pictures on the inventory and the ones that are advertising the property now, to
know that they were old stock pictures!! The kitchen worktops are in a dreadful state, but you would not know it from the photos. She also stated that lightbulbs did not have to be working when a tenant moves into a property. Having worked in the past in lettings myself, that was new to me!
Then on check-out we ended up being charged for 2 bulbs that were not working!!
We do not know how may times we had to ask for someone to come out and look at the properties wooden door hinges and handles. The handles kept coming lose and the hinges kept coming lose, which is really not surprising where there are only 2 hinges and very heavy doors.
Before we moved in, the property was painted. However, shortly after we moved in, we noticed that
paint had started peeling on the windowsills, stair banister and some skirtings. We reported this with Harriette twice and with Glen once and every time we heard nothing further. Not sure why,
because if we had paid for decorators and they had just painted gloss over gloss then we would want
them to go back and rectify it. I spent the 16 months we lived there picking up bits of flaky paint from the floor. The decorating was done very slap dash, leaving paint splashes on doors and floors.
In all the time we lived at the property, we never once had a property inspection with Harriette, our “so called Property Manager”. We did have a letter to say that they had booked an inspection
and whilst we were expecting Harriette, Glen turned up saying that Harriette only does an annual inspection. He had come to the property to check that the smoke alarms were all still on the ceilings!! Which is ridiculous! We had a letter saying that we had a property inspection! (sounds like
another mistake by the agents!)
The little contact that we had with Harriette (through emails), we found her offish as if we were wasting her time and that everything was an effort. I could go on…..
Bev · 29 September 2023
Agent replied · 29 October 2023
Good Morning Bev.
Many thanks for your feedback and I am sorry that you were not happy with the property that you rented through us. I am surprised that these issues were not raised with us before this as we always try to deal with problems as soon as possible to ensure trouble free tenancies.
From your records I can see that you did visit the property a week before your tenancy started and you would then have seen that the property has a modern gas warm air heating system. I am sure that the lettings manager did not hide this fact from you and you did not raise this as an issue at the time. If it had been an issue then you were totally at liberty to withdraw from the tenancy without penalty.
I have checked the check in photographs that are date stamped the 28th March 2022 (your move in date) and these do show that the bulb in the fridge was working at that point. It is entirely possible that it stopped working from when the picture was taken and when you moved in but we can only work from the evidence that we have. I am of course quite happy to send you a copy of the photograph if you would like.
I understand that there were some issues with the door hinges at the property and looking at the records I can see that we had these seen to as soon as they were reported to us. The decorating was carried out just prior to your move in and it does appear that some parts of this needed to be redone. However this was planned for the end of this year but you then decided to leave the property.
I am sorry that your property manager did not visit but you did have inspections by Glen.
I have reviewed this tenancy in detail and I have to say that Harriette has handled everything in a professional manner. I am sorry that you felt that she was “offish” but I have to say that she is one of our best managers and is only ever pleasant and helpful with her many clients.
I am also surprised that you felt that you had a poor service and the property was not as you wanted. This surprised me as I was under the impression that you were keen to buy the property at one point.
We do our best to provide good quality property and a good service to our tenants. If we have not managed to do this for you then I apologise and do feel free to call me to discuss the points in more detail.
Ben Jones
Director, Stepping Stones Letting
★★★★★ 1/5
GoogleAvoid this agency. Extremely unprofessional and dishonest. At check-out we were told any deduction would be for cleaning, we did not agree to anything else. The next day they added an extra £60 claiming it was for mould caused by our dryer, without our consent and with no evidence. I do not believe it is legal to add deductions after check-out like this. We also had to wait more than two weeks to get our deposit back. They constantly shift the story and blame tenants instead of fixing real problems. Do not trust them, always take your case to the Tenancy Deposit Scheme.
Bettina · 15 September 2025
Agent replied · 15 April 2026
Hi Bettina,
Thank you for taking the time to share your feedback. I am very proud of Stepping Stones and the reputation we’ve built over the years for delivering a professional, fair, and transparent service to both landlords and tenants. With that in mind, I am genuinely sorry to hear that you felt unhappy at the conclusion of your tenancy, particularly as everything had gone smoothly up until that point.
We take all feedback seriously, and I want to reassure you that our processes for checkouts and dilapidations are carried out strictly in line with TDS (Tenancy Deposit Scheme) guidelines, relevant case law, and recognised industry standards. Our aim is always to ensure that any charges are reasonable, justified, and completely transparent. Importantly, we do not profit from these charges in any way, they are simply to cover genuine costs incurred.
Having personally reviewed the timeline and correspondence surrounding your checkout, I can confirm the following:
The checkout inspection took place on 26th September.
A cleaning charge was emailed to you on 2nd September, which you confirmed you were happy to accept.
An additional cost was then communicated to you the following day, 3rd September, which was also within the TDS recommended timescales.
Regarding the damp marking, this was identified as being caused by poor ventilation. As a gesture of fairness, the cost was initially proposed to be shared equally between yourself and the landlord.
When you disputed this, we revisited the matter with the landlord, who ultimately agreed to cover 100% of the cost, meaning you were not charged for this item at all.
I appreciate that these matters can sometimes be frustrating and difficult, especially when they occur at the end of what has otherwise been a positive tenancy. While we have always acted in what we believe to be a fair and professional manner, I completely understand that you may see things differently.
If you would like to discuss this further, I would be more than happy to speak with you personally. Alternatively, you always have the option of raising a formal dispute through the TDS, who will independently review all evidence to ensure a fair resolution for both parties.
We value all of our tenants and work hard to maintain the high standards that have made Stepping Stones a trusted, independent letting agent in the area. If, after further discussion, you feel comfortable updating your review to reflect our conversation and the full context, it would be very much appreciated.
Kind regards,
Ben Jones
Director, Stepping Stones Letting Ltd
★★★★★ 5/5
GoogleI rented property through Stepping Stones for 7.5 years and they are fantastic. A really lovely team, everyone who I came into contact with from the first property viewing through to the day I handed the keys back in on the final day in my house was friendly, helpful, and understanding to all situations that arose with the property during my time renting through them. I would definitely recommend if you are looking to rent in Banbury or the surrounding area.
Katie · 15 September 2025
Agent replied · 15 April 2026
Thanks for the kind words Katie and good luck in your new home.
★★★★★ 1/5
GoogleAwful experience with this letting agent - avoid! Our builders have rented a property from them for our family to reside whilst our house is rectified. During the first week, after receiving a very poor check in inventory, we reported a number of broken items and defects not listed *be careful as a tenant as if you don't check and spot these you will be liable for them) among the defects and fault we reported that the front door wouldn't open. I fact the guy that showed me the property coukdnt get in through the front door, of course he promised it would be fixed before we took on the tenancy. It took more than 6 weeks and countless emails amd communications for them to finally fix the lock, goodness knows what would have happened if we had moved in and there was a fire. During that first week we reported mould that our cleaner discovered, we have reported the mould and damp smell over and over since October and more than 3x months later they still refuse to investigate, all the while our builders are paying the rent but there is no way I am moving my young daughter or any of my family into a property that has black mould. I have no idea how much they charge their landlords to take care of their assets but from my experience there is no care being taken. They have tried to blame the mould and damp on the heating, but this was turned on during the first week when the damp was also commented by the builders representative who reviewed the inventory. I visited this still empty property last week to find that the heating is now not working either, they don't appear to be interested in fixing that either. Over £2k per month in rent and this is what you get from this company. Not even close to meeting the Homes Fit for Human Habitation 2018 Act.
27/01/2023 Edited in response to the reply below:
Mr Jones, Director of Stepping Stones,
Thank you for your very swift reply, it is certainly the fastest response I have seen from your company to date.
You state you are not sure why I have taken to Google to voice my opinion/review of your company. Well first because I review lots of experiences, more than 500 of them and secondly because I have rarely encountered this level of poor service and as reviews are there to voice your opinion that is exactly what I have done.
Whilst you may not have had problems with this property, there certainly have been quite a few. Most of which remain unresolved 3 months later, which happily addresses my second point of why I have taken to Google.
The broken door lock was raised the first week and took more than 6 weeks to resolve. The broken kitchen light fitting also reported in the first week is still unresolved.
Regarding the damp, the appliances have both been run during the deep clean the first few days of having access, the mould/damp was reported, pictures of which have been sent to your team. Both appliance have been deep cleaned as they were in an appalling state (as were all the carpets), they have been aired and continue to be left open.
You state you have been in to investigate this issue twice, please tell me the dates you entered the property. One would hope that permission was sought prior to entry as of course whether or not you believe a tenant is in occupant you are simply not allowed to enter at will and appropriate permission, notices must be gained prior to entry. But then you surely know this as a director of a Lettings Business?
The broken heating was reported last week, so your statement that you haven't been told is simply not true.
Regarding defamation, "Defamation is the act of communicating to a third party false statements about a person, place or thing that results in damage to its reputation." Pictures of the mould have been provided, reports have been numerous and one of the main items of the Homes Fit For Human Habitation is Mould/damp and heat. No defamation - fact!
Jules · 7 February 2023
Agent replied · 7 July 2023
Dear Jules
I am not sure why you have taken to Google to voice these issues rather than discuss these with us but as you have I feel that I should reply in the same way.
The property that was rented for you by your builders is an immaculate four bedroom property in an excellent condition and we have been letting it since new and have never had any issues with this property prior to your tenancy.
The front door lock was changed as soon as the issue was brought to light and as you are not living in the property a key was left for you. You still had full access through the back door for that time.
It was reported that your cleaner had noticed a damp and mould smell at the property. We visited on two separate occasions to investigate and found absolutely no evidence of this. It is possible that there was a smell from the appliances as they had not been used since you moved in but this would be resolved by running them. There was no damp or mould evident anywhere in the property. To say that we refused to investigate is totally incorrect.
You insisted early into your tenancy that all contact was to be made via your builder who has rented the property for you and that is what we have done. Throughout the course of your tenancy we have provided updates and information where necessary so it may be that they have not been relayed to you. However, this is something that you need to take up with them.
Sadly we cannot know about an issue until we are told about it. As nobody had reported that the heating was not working until this review we have not arranged a repair. However now that you have told us (via a google review) we will arrange to have that looked at.
Your assertion that the property is not close to meeting the Homes (Fitness for Human Habitation) Act 2018 is both ridiculous and possibly defamatory. If you wish to discuss this matter in a sensible and business like manner then please call me at our office.
Ben Jones - Director Stepping Stones Letting Ltd
★★★★★ 5/5
GoogleWe didn't actually end up letting a property with Stepping Stones, but they were far and away the most efficient agency we dealt with, especially Glen. They were easy to contact and you always received a confirmation of your viewing straight away (this might sound like a given, but it really wasn't from our experience with other agents who we repeatedly had to chase). Glen had the EPC certificates to hand and went through all the details regarding money and deposit. We saw two properties with Stepping Stones, which sadly weren't quite what we were looking for, but we were impressed with the viewing process both times.
J · 7 July 2022
Agent replied · 7 July 2023
Thanks for the nice review, I am glad that we impressed.
Ben Jones - Stepping Stones
★★★★★ 5/5
GoogleThis team is incredible, from the point that I enquired about the property, to booking a viewing, to moving in and most recently, I have had some plumbing issues which were dealt with quickly and effectively. Special mention to Sam the property manager!
Nayi · 3 November 2024
Agent replied · 15 April 2026
Thanks for the great review Nayi. We hope that you are loving the house.
★★★★★ 5/5
GoogleWe have had two properties let via Stepping stones for more than 10 years. I cant praise them highly enough.
Its a family run independant letting agency. When the tenants have a problem, Stepping Stones have always informed and recommended a course of action. At all times all of the people there have been very polite, pleasant and professional.
They helped us and advised us greatly in the COVID era.
Whenever I've had the need to contact them, they have always responded quickly and with very good advice.
Wishing them the very best of the next decade and beyond!
Keith · 26 March 2025
Agent replied · 15 April 2026
Thanks for the nice words Keith
★★★★★ 5/5
GoogleI’ve just moved out of a property I rented with Stepping Stones and the team were fab from the beginning - really helpful and super speedy actioning anything that needed to be sorted, so huge thanks to Sam, Laura and Glen who’ve made this a genuinely lovely experience over the past year.
Jodie · 20 May 2024
Agent replied · 24 August 2024
Thanks Jodie.
Your kind words are much appreciated.
Ben Jones - Stepping Stones Letting
★★★★★ 5/5
GoogleI rented a flat for 4 years through stepping stones and have been really impressed by their service. Emails were responded to in a timely manner, and any time any service was needed (electrician/handyman/plumber) they organised it very quickly- even next day sometimes!
Rose · 4 September 2024
Agent replied · 25 October 2024
Thanks Rose. I will pass your kind words onto the team. Good luck in the future.
Ben Jones - Director. Stepping Stones Letting Ltd
★★★★★ 5/5
GoogleI can't fault the experience I've had, from meeting the agent who showed me the property, to signing the lease and moving in, during what can be a stressful time relocating they made things easy, along with a lovely move in bottle of bubbly which was a lovely surprise. Thank you Harriette and Glen for your warm welcome to Banbury.
P · 29 September 2023
Agent replied · 29 October 2023
Thank you for your kind words PS. We hope that you have a long and happy stay with us.
★★★★★ 5/5
GoogleExceptional service received by Lauren. I have been renting from Stepping Stones for 4 years and Lauren which was our property manager was always very responsive and dealing with all matters promptly and efficiently. We were given very useful tips for the cleanliness of the property which we followed and managed to get our full deposit back. Everyone from the team was very nice and helped us to find another property which we currently live in so I am pleased with the service that we have received over these years and owe a huge thank you to Lauren for her assistance. 😊
Magdalena · 7 July 2021
Agent replied · 7 July 2023
Thanks Magdalena, much appreciated.
★★★★★ 5/5
GoogleI had a fantastic experience with Stepping Stones Letting Agency. I rented my first flat with the agency out if university as a new graduate.
Heather and the team made the process of renting so easy for me. Everything was clear, well explained and the level of support and customers service was fantastic. Even though I am a young renter I felt that I received respect, support and transparency throughout the whole of my tenancy.
The agency has also been extremely supportive and communicative throughout the whole of the pandemic. They made sure to put the safety and well-being of tenants above all else.
I would highly recommend using stepping stones lettings - in these uncertain times you can be sure that you will be taken care of throughout the rental process at every step. Thanks so much!
Hannah · 7 July 2021
Agent replied · 7 July 2023
Thanks Hannah, much appreciated and good luck for the future.
★★★★★ 5/5
GoogleWe had an excellent experience working with Stepping Stones Letting during our two-year tenancy in Oxford. Throughout our time there, the team was consistently polite, kind, and highly supportive. What truly stood out was that every member of staff we interacted with demonstrated the same level of professionalism and care, which made the experience particularly reassuring.
Whenever any issues arose, they were addressed promptly and resolved efficiently. It was only due to the landlord’s decision to sell the property that our tenancy came to an end; otherwise, we would have been very happy to continue renting through them.
I would highly recommend Stepping Stones Letting. If the property suits your needs, you can be confident that the service and support will be excellent.
Seyed · 15 January 2026
★★★★★ 5/5
GoogleMy ex-partner and I rented a property through Stepping Stones and they were brilliant to deal with from day one. The property listing stated no pets allowed, however, I have a dog so I called and spoke to Glen about it. He agreed to check with the owner to see if they would allow us to rent the property with my dog. The owner thankfully agreed, so we were able to proceed and rented the property for 3 years.
We had quite a few plumbing issues during our time at the property but Lauren, our Property Manager, always did her best to send trades in as quickly as possible to rectify the problems.
Stepping Stones were always fair and easy to deal with and I would definitely rent a property through them again in the future. Thank you guys!PositiveResponsiveness, Professionalism
Andrea · 25 August 2020
Agent replied · 7 July 2023
Thanks for the nice words Andrea and good luck in the future. - Ben Jones
★★★★★ 5/5
GoogleStepping stones were amazing in our search for properties, very helpful . Could not of asked for a better service very professional team and a pleasure to work with . Many thanks to the stepping stones team
Adam · 15 March 2026
Agent replied · 15 April 2026
Thanks Adam.
★★★★★ 5/5
GoogleStepping stones ( especially Lauren) made my transition to Banbury with ease, especially it was during the height of the pandemic. Staff were always available to help with any query or concern, very welcoming and hospitable as well, all in a professional manner.
So grateful that it was with them that I first found my very own space in such a big place.
Thank you Stepping Stones.
Gabbee · 7 July 2022
Agent replied · 7 July 2023
thanks for the kind words Gabbee.
★★★★★ 5/5
GoogleBeen using Stepping Stones now for 10 years and am sorry to be not using them anymore due to buying my own property.
I can honestly say that in 10 years I have not a single complaint or criticism of their service and professionalism. Any issues I have had have been sorted quickly and without any inconvenience to us.
All staff are polite and knowledgeable and deal with issues in good time.
I would recommend Stepping Stones to anyone who wants a good letting agent. Like I said I’m sorry I won’t be using them anymore.
Good luck and thank you
Mike
Mike · 8 July 2019
Agent replied · 7 July 2023
Thanks Mike for your great review. Good luck in the future.
★★★★★ 5/5
GoogleStepping Stones were great for the nearly 3 years we rented a property from them. Queries were promptly answered and someone was always available to help. Both the initial tenancy process and check out were carried out smoothly and promptly. High recommend.
Jane · 20 May 2024
Agent replied · 24 August 2024
Thanks Jane.
Your kind words are much appreciated.
Ben Jones - Stepping Stones Letting
★★★★★ 5/5
GoogleI rented a flat through Stepping Stones from Aug 18 to Dec 19. During that time if I had any queries (which were few and far between), they were dealt with quickly and efficiently. 'Check out' was also seamless and promptly sorted. Huge thanks to Kieran and Emma who were my contacts - both a credit to the company and very personable to work with. I would not hesitate in using Stepping Stones again or recommending them.
Linda · 7 July 2020
Agent replied · 7 July 2023
Thanks Linda, much appreciated.
★★★★★ 5/5
GoogleI work with Stepping Stones closely on a professional level and have to say that their desire to do best by all of their Tenants and Landlords is second to none. Always professional. Kudos to Glen, Laura & Will.
Martin · 6 June 2024
Agent replied · 15 April 2026
Thanks Martin, much appreciated.
★★★★★ 5/5
GoogleThis is my second time renting with Stepping Stones, and once again, the experience has been excellent. Having worked with several other agencies in the past, I can confidently say that Stepping Stones stands out. Their team is consistently friendly, welcoming, and always ready to assist whenever needed. I wouldn’t hesitate to choose them again.
Ayshe · 15 August 2025
Agent replied · 15 April 2026
Thanks for the kind words Ayshe. We all hope you enjoy your new apartment.
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
