Every review we hold for the Birmingham office, from every platform, shown as written. First names only.
★★★★★ 1/5
GoogleReply for this one.
Seeing your response has made me even more certain that you didn’t properly read my entire message. My main point isn’t about how much money it is; it’s that you have a responsibility to tell the landlord which damage was caused by us and which was already there.
What I’m experiencing is that you’re not providing tenants with any protection. When problems arise, you simply shift all responsibility onto the landlord. Didn’t you take photos? Surely, at the end of the tenancy, you could compare everything carefully and tell the landlord what damage we are responsible for. If you had done that, there wouldn’t be an issue with landlords making up unreasonable charges in the first place.
Lin_k · 16 February 2026
Agent replied · 16 April 2026
Thank you for your further comments. We did read your review in full, and our position remains unchanged.
As a letting agent, our role is to act on behalf of the landlord within the framework of the tenancy agreement and the deposit protection process. We do not have the authority to unilaterally override or refuse deductions requested by a landlord, nor can we pre-empt the outcome of a deposit dispute. Where there is disagreement, the correct and independent route is adjudication via the DPS, which is exactly what occurred in your case.
At check-in and check-out, reports and supporting evidence are compiled and submitted. Where there is a dispute over liability, it is not the agent’s role to “protect” one party over the other, but to submit the relevant information and allow the independent adjudicator to make a decision. This ensures fairness for both landlord and tenant.
The DPS adjudication process worked as intended: claims were reviewed independently, evidence was assessed, and only the costs deemed reasonable were awarded. This outcome demonstrates that tenants do have protection through the deposit scheme, rather than decisions being made solely by the agent.
We appreciate that deposit disputes can be stressful, but disagreement with a landlord’s initial claim does not imply negligence or misconduct by the agent. The appropriate mechanism was followed throughout, and no charges were imposed outside of the DPS process.
We consider this matter closed and will not be engaging further on this review.
★★★★★ 1/5
GoogleOn July 25th, I lost my fob, which is essential for accessing my building and performing basic tasks like taking out the trash. I contacted Centric to request a new fob, and they responded via email asking for proof of my tenancy agreement, which I provided. However, days went by without any follow-up email from them. This situation was extremely stressful as I couldn't leave my apartment for fear of not being able to re-enter the building.
On July 29th, I decided to call Centric again. They informed me that I needed to contact my property management office, James Laurence, as they were supposed to handle the situation with Centric. I spoke with an employee named Anita Chow, who assured me she would assist. However, every time I called her, she said she was trying to contact Centric but was not getting a response. She also asked me to reach out to Centric directly, despite previously being told that James Laurence should handle the matter.
Today is August 2nd, and I still haven't received a new fob. This is unacceptable, and the lack of urgency from both companies has been frustrating. When I finally managed to speak with Anita Chow، again, she spoke to me with a cold demeanor, as if the issue wasn't important, even though I've been struggling with this for eight days. When I expressed my frustration and asked what she would do in my situation, she responded rudely, saying, "You're the one who lost it, not me."
Just now, I received a call from Lindsay, who informed me that I could get a temporary fob, but it would cost £50 until they could issue me a new one. This situation is both funny and strange, why wasn't this option mentioned from the beginning? Why only now, when they see that I'm extremely frustrated and upset?
this experience is a clear indication of extremely poor customer service from both Centric and James Laurence. They should know how to treat their customers better. This will be the last time I deal with these companies. If this is how they handle a simple issue, I can't imagine how they would respond to a more serious one.
Aziz · 6 August 2024
Agent replied · 27 August 2024
Thank you for taking the time to leave a review. We acknowledge your feedback and are currently reviewing the situation.
I understand your frustration regarding the difficulty in obtaining a fob to access the building. Please be assured that we have been actively addressing this issue from the moment it was reported. We have continuously followed up with block management, who are responsible for issuing fobs, and kept you updated on the lack of progress despite our efforts.
Previously, the process for obtaining a fob involved issuing an invoice and sending the fob to the relevant address. Unfortunately, this time we encountered unexpected delays. We explored all possible options, including inquiring about alternative access methods, but were informed that codes are only provided to contractors, not tenants.
In the interim, we offered our temporary fob, used for inspection purposes, to mitigate the inconvenience while we continued to pursue a permanent solution.
We regret that this experience has caused you frustration and assure you that we have been doing our utmost to resolve the matter. Your concerns are important to us, and we will continue to work diligently towards a resolution.
Thank you for your understanding and patience.
Kind Regards,
Henry Crane
Associate Director
James Laurence Estate Agents
★★★★★ 5/5
GoogleThis is the type of reviews that I love to write!
I an a potential tenant. I saw a loft in Birmingham that I fell in love with. I called yesterday at 5:27pm not realising the office closed at 5:30pm. Daniella picked up the phone and she was so kind and helpful. I fell in love with a property and I hope I get to move in at the end of the month!
Daniella is very professional, proactive, passionate about her job and assisting others.
This is by far the best experience I have had with an Estate agent. I actually think it may be the only time.
I look forward to viewing the property next week and making an offer!
Thank you Daniella for all your help and support.
Matt · 6 August 2024
Agent replied · 27 August 2024
Thank you, Matt!!
★★★★★ 1/5
TrustpilotPoor Customer Service Experience with Centric and James Laurence
On July 25th, I lost my fob, which is essential for accessing my building and performing basic tasks like taking out the trash. I contacted Centric to request a new fob, and they responded via email asking for proof of my tenancy agreement, which I provided. However, days went by without any follow-up email from them. This situation was extremely stressful as I couldn't leave my apartment for fear of not being able to re-enter the building.On July 29th, I decided to call Centric again. They informed me that I needed to contact my property management office, James Laurence, as they were supposed to handle the situation with Centric. I spoke with an employee named Anita Chow, who assured me she would assist. However, every time I called her, she said she was trying to contact Centric but was not getting a response. She also asked me to reach out to Centric directly, despite previously being told that James Laurence should handle the matter.Today is August 2nd, and I still haven't received a new fob. This is unacceptable, and the lack of urgency from both companies has been frustrating. When I finally managed to speak with Anita Chow، again, she spoke to me with a cold demeanor, as if the issue wasn't important, even though I've been struggling with this for eight days. When I expressed my frustration and asked what she would do in my situation, she responded rudely, saying, "You're the one who lost it, not me."Just now, I received a call from Lindsay, who informed me that I could get a temporary fob, but it would cost £50 until they could issue me a new one. This situation is both funny and strange, why wasn't this option mentioned from the beginning? Why only now, when they see that I'm extremely frustrated and upset? this experience is a clear indication of extremely poor customer service from both Centric and James Laurence. They should know how to treat their customers better. This will be the last time I deal with these companies. If this is how they handle a simple issue, I can't imagine how they would respond to a more serious one.
Aziz · 2 August 2024
Agent replied · 24 December 2024
Thank you for taking the time to leave a review. We acknowledge your feedback and are currently reviewing the situation.I understand your frustration regarding the difficulty in obtaining a fob to access the building. Please be assured that we have been actively addressing this issue from the moment it was reported. We have continuously followed up with block management, who are responsible for issuing fobs, and kept you updated on the lack of progress despite our efforts.Previously, the process for obtaining a fob involved issuing an invoice and sending the fob to the relevant address. Unfortunately, this time we encountered unexpected delays. We explored all possible options, including inquiring about alternative access methods, but were informed that codes are only provided to contractors, not tenants.In the interim, we offered our temporary fob, used for inspection purposes, to mitigate the inconvenience while we continued to pursue a permanent solution.We regret that this experience has caused you frustration and assure you that we have been doing our utmost to resolve the matter. Your concerns are important to us, and we will continue to work diligently towards a resolution.Thank you for your understanding and patience.Kind Regards,Henry CraneAssociate DirectorJames Laurence Estate Agents
★★★★★ 2/5
GoogleInitially my experience was brilliant but after moving into my new flat things drastically went down hill. 3 main areas of problems include a vast amount of previous tenant belongings being left in flat for removal, a myriad of maintenance issues including safety issues that I am gobsmacked weren't resolved prior to my tenancy, and finally cleanliness.
I was shocked to find multiple examples of cleaning not being completed and have attached a selection of photos as evidence of this. The contact at James Lawrence assured me it had been cleaned but look at the photos and you tell me. I experience OCD and haven't been able to live in the flat since picking up keys and have felt forced to organise a professional end of tenancy deep clean directly and fund it myself. JL refuse to let me deduct this from my rent in contrast to advice from Citizens Advice.
For a 1100 monthly flat I expected more than a hole in a door, a hole in the living room wall, multiple counts of mould build up around window frames, a mattress in need of replacing, disgusting standards of cleanliness in places, drawing and very heavy scuff marks throughout walls, a peiling ceiling and chipped furniture. Yes, I viewed the flat but I realise I was complacent expecting these blatant issues to be addressed with a simple fresh coat of paint and proactive maintenance response.
I ask two questions... does the landlord of the flat understand the condition it is actually in? I get issues are ware and tare over time but it seems high time for some touching up to be done. Secondly, how on earth was money not taken from the previous tenants deposit to remediate these issues? I would have been embarrassed to leave a property in such a condition.
Edit: I am pleased as per response that a contractor will be sent out regarding maintenance issues but I wasn't aware of this before hand as email responses stopped. Cleaning is being dealt with directly by me for own peace of mind. Awaiting advice on removal of belongings.
Thanks for your response Henry. Makes me feel better.
David · 28 July 2024
Agent replied · 27 August 2024
Firstly, thank you for your review, we take all feedback on board and would like to address the issues you’re currently experiencing.
Having reviewed our system, i understand that you moved in on Saturday 6th July, and originally reported issues via email on Sunday 7 July. Our maintenance team responded on Monday 8th July, during the afternoon. In which they replied in an extracted form:- “I am sorry to hear that you are disappointed with the condition of which the property has been let to you, I can confirm that a clean has been completed on the property ahead of your tenancy. Where there are areas that do not appear to have been cleaned, please can you provide us with this information with photos as to the areas not attended. We will then need to escalate with our contractors and look to reattend where needed. Please be advised that actioning your own cleaning, will not be deductible from the rent.
As the property was viewed in person, the condition of the property and walls would have been noted and the property agreed as seen, as no further maintenance had been noted upon the application offer.
We have noted the bathroom panel, and silicon and in discussion with your landlord already to look to resolve these matters.”
Furthermore, we are liaising with his landlord regarding sending a contractor in which our maintenance team have kept in communication with you about.
Kind Regards,
Henry Crane
Associate Director
★★★★★ 5/5
GoogleGenuine buyer/seller? look no further! James Laurence Estate Agency is the place.
I highly recommend them and would not hesitate to do businesses again.
The team succeeded to seal the deal from the first client without any prior marketing in a very short period of time.
A gentleman handshake between myself and the buyer, followed by legal formalities and the deal was shortly concluded.
They are professional, proactive, transparent, and excellent communicators throughout and after the sale irrespective of my whereabouts. They also maintained good communication with the solicitors.
Sam you’re a legend, special thanks to you as well as Sophie and Henry.
You folks are the real asset of James Laurence Estate Agency.
Wish the team more success, and a prosperous future ahead. Till next time.
Khaled · 28 July 2024
Agent replied · 27 August 2024
Thank you Khaled!
Sam is absolutely brilliant - We couldn't agree anymore.
★★★★★ 5/5
TrustpilotGreat Service
Sonia was very helpful, professional, and friendly throughout the process. She answered all my questions clearly and made everything smooth and easy.
Reza · 29 April 2026
Agent replied · 6 June 2026
Thank you, Reza!
★★★★★ 5/5
GoogleHenry Crane is the estate agent you need when you want to complete your sale. His dedication to go over and beyond to support me through my sale is extraordinary and reflects the commitment that James Laurence have in guiding you through every step of the selling process. Along with his colleagues Sam and Jack they have supported me through this process. If you are looking to sell your property then ask for Henry Crane from James Laurence Estate Agents. Truly they are the best at what they do.
Mohinder · 8 June 2024
Agent replied · 13 June 2024
Thank you for the review, Mohinder! Thoroughly enjoyed working with you throughout the transaction :)
Speak soon.
Thank you and kindest regards,
Henry Crane.
★★★★★ 5/5
GoogleWe can’t praise the team at James Lawrence enough. They are absolutely wonderful. Right from the start with Jack and Sophie they guided us through every step and had a kind and considerate approach. Sophie was brilliant at handling difficult situations. Sam kept me going with his cheerful disposition and was a constant form of support and encouragement. He is so professional and his humour lightened up even the most challenging of times! Henry’s professionalism was second to non, he was always available and was amazing when closing the deal at the end. We cannot recommend the team at James Lawrence enough. They are the complete package and a delight to work with.
Lesley · 19 May 2024
Agent replied · 11 June 2024
Thank you, Lesley!
★★★★★ 1/5
GoogleIncompetent, negligent and deceitful. We were fed a pack of lies in order to conceal the condition of and secure a tenancy for a poorly maintained and heavily damaged property.
Myself and a friend were looking to rent 5, Elmwood Court, and the first red flag should have been evident when we were told that we could only be offered a virtual viewing as there was no availability for in-person viewings. We were sent a video that we were told in writing was taken on 21/02/2024, and although the property was a bit untidy, we couldn’t see any discernible issues and decided to proceed.
Whilst this was a mistake on our part, we were ultimately misled to accept a property that was not in the state advertised.
We made several requests to see the property in person after signing our contracts, yet these were continuously ignored or we were told there was no availability for anyone to show us around. I’m not sure what professional estate agency can’t spare anyone to show a tenant around a property over an entire month, unless they're trying to hide something. A few days before our planned move-in date, after calling to chase key collection, I was told that the previous tenants had caused “damage to furniture” and our options were to move in acknowledging the damage or delay our move-in date. JL has always insisted we were informed of the damage as soon as they became aware of it, however, we have never believed this as the condition of the property would have been apparent at check-out.
There were further attempts to conceal the condition of the property over the following week, as our requests to see evidence of this damage were continuously ignored or deflected and the details of which furniture items were affected kept changing, leaving us suspicious that there were serious problems with the property. I am surprised at the glowing accounts of Charlotte Blount. We found her rude and unpleasant to deal with, and she kept exerting pressure on us to blindly resign our tenancy agreement. With no clarity on the situation a week later and due to the stress we were being placed under, we felt we had no choice but to put in a formal complaint and request an urgent viewing.
When I viewed the property the following day, I was frankly disgusted at what I found. The state of the flat was worse than expected, with almost all furniture items broken, a ripped sofa, heavily marked walls and a smell of damp in one of the bedrooms. The piece de resistance was the foul stains on the bath, which do not appear in the video we were sent, nor on the Rightmove photos, funnily enough, and it became clear that the video we were shown was likely taken years ago, as these stains would have developed over time.
Due to this breach of contract, we requested to cancel our tenancy and receive a full refund, and it is interesting to note that this was actioned without any resistance from their side. Despite this, once again, we had to chase JL for return of monies paid as we received no acknowledgment of our email, only an automatic notification from Goodlord to say our tenancy had been cancelled a day later. After calling several times and with no one in the office capable of providing an answer, I was eventually put through to Henry who tried to give it the big one and tell me that I couldn’t make “unrealistic demands” to speak to him urgently. I never asked to speak to him specifically, and we were understandably concerned about the lack of confirmation regarding the return of a significant amount of money, but this serves to demonstrate his arrogance.
As expected, the outcome of our formal complaint was as unprofessional as the rest of our interactions with the company - littered with misspellings, typos and poor grammar - and laughably absolved themselves of any blame and stated that their “proactive” team only had our best interests at heart. It’s utterly disgraceful to see that this property was put back on the market with outdated and inaccurate photos. Please spare yourselves the stress of what we went through and look elsewhere.
Charlotte · 10 May 2024
Agent replied · 11 June 2024
Many thanks for your review and your comments have been noted, albeit we disagree with content and insinuations that have been posted. We have professionally dealt with this matter and have provided our final viewpoint has been provided from our Compliance Manager.
We wish you all the very best for your future endeavours.
Regards, Henry Crane, Associate Director
★★★★★ 5/5
GoogleThanks to Sophie, Jack and Henry, I'm very happy with the service provided through out the sale of my first flat. I liked the customer portal I was given access to, which provided me with everything I needed to know about how they marketed the flat, the online exposure, viewers and the thing I was amazed most was they had very good follow-up for each each viewing. I know they were doing the best they could to accelerate the sale. Thanks!
W · 10 May 2024
Agent replied · 11 June 2024
Thank you for your feedback :)
★★★★★ 5/5
GoogleJade Whitehouse and Riegan Nash were amazing… they helped me with all that was needed and required efficiently to meet my move in needs… I am so very grateful to both Jade Whitehouse and Riegan Nash… the best of the best is what you both are… thank you once again for being effective and efficient… James Laurence Estate Agent is lucky to have you both as you are both excellent…
Oluseye · 16 October 2024
Agent replied · 22 October 2024
Thank you, Oluseye!
★★★★★ 5/5
TrustpilotSonia was very helpful and attended to…
Sonia was very helpful and attended to me with a high sense of urgency, 5 star service
Stephen · 28 April 2026
Agent replied · 6 June 2026
Thank you, Stephen!
★★★★★ 1/5
GoogleI rented a property from this agent for six months, and my experience with this letting agency has been nothing short of a nightmare. Upon moving out, they attempted to deduct an extortionate sum of £1,246 from my deposit. Ultimately, after adjudication, I was only required to pay £175. This entire ordeal spanned five months, from February to July. I will now outline the issues one by one.
Firstly, I was asked to pay for leaving stains on the sofa in the property:
When we moved in, we immediately noticed large tea stains and other marks on the sofa, a photo was then taken to record these stains as evidence. I can say with certainty that the agent was aware of this, as it was clearly stated in the check-in report. Despite this, they tried to charge us £100 for sofa cleaning, which was entirely unreasonable. (After adjudication, we were required to pay notthing for this issue.)
Secondly, kitchen ceiling light not working:
At the time of our move-in, there was no record of a functioning ceiling light in the kitchen. Therefore, no repair charges should have been levied against us upon move-out. Nevertheless, we were asked to pay £130 for repairs when we left. (This was later overturned in adjudication and we were not liable for any of these costs.)
Thirdly, the internet cabling:
The building’s internet was outdated, so we had to arrange for the building’s network provider to install an external line to connect the router inside the flat. When we moved out, the letting agent demanded £800 for the removal of this cable. We reasonably requested an official invoice for any removal works. Otherwise, we had every reason to suspect that the cable and router were simply left for the next tenant to use, in which case, there would be no need for removal at all. (In the end, after adjudication, we were not required to pay the £800 removal fee, only a reasonable two-hour labour charge totalling £70.)
Fourthly, cleaning fees:
I was charged £210 for cleaning, including carpet stains, flooring stains, uncleaned toilets, stains beneath the sink, and dust. With the exception of dust and the stains beneath the sink, all other issues were already present when we moved in, as evidenced by our photos. As for the dust and stains beneath the sink, we unfortunately failed to clean these in time, resulting in a deduction from our deposit. (The adjudicator acknowledged that, while some areas had indeed not been cleaned, most of the issues predated our tenancy. Therefore, we were only required to pay half the cleaning fee, £105.)
Finally, access cards:
At the start of our tenancy, there were two of us, but we were only given one entrance key card, which caused us some inconvenience. At the time, we did not think much of it. However, upon move-out, the agent insisted that we had failed to return all key cards. It was only after we provided video evidence, they dropped their demand for compensation. I dread to think what might have happened if we hadn’t had that video.
In conclusion:
We were initially asked to forfeit £1,240 of our deposit, but after our formal dispute through DPS, we had to pay only £175. This clearly shows that the agent grossly exaggerated costs and attempted to charge us for things for which we should not have been liable. Please do not claim that these deductions were the landlord’s request, it is your responsibility as an agent to inform the landlord about pre-existing conditions. It was evident that many of the damages were already present at the time of our check-in.
Anyone with questions is welcome to contact me. I would also like to advise all tenants to always challenge excessive deposit deductions, ideally through a scheme like DPS. To all prospective tenants: my experience with this agent was dreadful, so please consider carefully before signing any agreement with it.
施中麒 · 14 December 2025
Agent replied · 28 December 2025
Thank you for taking the time to leave a review. Please note that all requests for deposit deductions were requested by your landlord.
It would be a breach of your tenancy agreement to make changes to the property without putting a request forward for such changes, drilling a hole through the wall from outside of the property to fit the cable would need to be authorised by your landlord. Your landlord requested a quote from her own contractor to return the property to its original condition which involved filling the hole from inside to outside the property, removing the cable pinned in the hallway and remedial work and also the removal of the router and remedial work. Your landlord was asked to provide us with the quote as evidence, but this was not provided.
I can see that we requested return of a second fob when you returned keys as that is what our system advised, following liaising with you the issue with the fobs was resolved and no charge was ever put forward via DPS.
I note you advise the agent grossly exaggerated costs, however, again please note the deductions were what your landlord requested and we are obliged to put forward.
Regarding the timeline and how long the issue took to resolve please note when a deposit is disputed the timelines are set by the DPS not us.
★★★★★ 4/5
TrustpilotI have dealt with the property manager…
I have dealt with the property manager Christina T, and I have after a long time experienced a good service. She keeps me updated and has considered my requests on how I would like to be approached. A very professional and kind protein.
ZZ · 17 September 2026
Agent replied · 25 September 2026
Thank you, ZZ!
★★★★★ 5/5
GoogleHad an issue with main electricity switch. Natasha was so helpful and kind too. She helped me sort out the issue for now. She was very professional and very calm. Definitely she needs a raise 🙌 👏 …
Salman · 16 October 2025
Agent replied · 16 April 2026
Thank you, Salman!
★★★★★ 5/5
GoogleGreat company dealt with Harpreet Kaur she was very helpful showed my properties which met my specifications very prompt with emails and arranging viewings
Sumeet · 16 February 2026
Agent replied · 16 April 2026
Thank you, Sumeet!
★★★★★ 1/5
TrustpilotUsed James Laurence fully managed…
Used James Laurence fully managed letting service. Initially received great service, however since then having lots of issues including lack of inspections, one member of staff conducting a rent review and another then saying the increase cannot be applied and not receiving a copy of contract. Numerous messages and emails go unanswered. Complaint now escalted to partner Henry Crane and awaiting response
Fred · 5 May 2026
Agent replied · 6 June 2026
Many thanks for your review. The complaint is now under investigation.
★★★★★ 1/5
TrustpilotDo Not Value Tenants’ Time Viewings Arranged for Properties That Were Already Let
Extremely unprofessional and disappointing experience with James Laurence. I took time off work for a viewing, submitted all the requested documents within 30 minutes afterwards, at the asking price without even negotiating, and clearly explained that I needed to secure a place urgently.
Uday · 9 September 2026
Agent replied · 25 September 2026
Thank you for your feedback. We strongly disagree with the suggestion that this was due to poor service on our part.
At the time of your viewing, the property was available and we arranged the appointment accordingly. Following your application, all information was promptly passed to the landlord for consideration. Ultimately, as is the case with all tenancy applications, the final decision rests with the landlord, who chose to proceed with a different applicant.
We appreciate that this outcome was disappointing, particularly given your urgency to secure accommodation. However, multiple applicants can often express interest in the same property, and submitting an application does not guarantee that a tenancy will be offered.
We always aim to keep applicants updated throughout the process and regret any frustration caused. We wish you the very best in your search for a new home.
★★★★★ 1/5
GoogleI’ve had the worst experience since I moved to Birmingham. First, they told me by email that I needed two guarantors because they thought I wasn’t a full‑time employee. That’s fine, I came to England on a contract and a skilled visa. However, my salary and contract should be enough for the rent. I tried to explain the misunderstanding, but they ignored me (I sent the sponsorship details and they didn’t even know the difference between sponsorship and contract; I had to send them the gov-uk page for them to read). Then my company wrote a letter to help explain, and I also sent my contract so they could see, but they kept making comments about my work and disqualifying me. It’s really disrespectful. For a moment I considered staying because the apartment is in the same location as my work, but I decided to choose another apartment to avoid further problems and be treated this way. I’m happy because I found an agency that treats me really well and selected an apartment for £1,300 (whereas the one with James Laurence is £1,100) and doesn’t require a guarantor. Up to now, james laurence request for two guarantors despite my job/contract and salary makes no sense.
Janaina · 28 November 2025
Agent replied · 28 December 2025
Thank you for taking the time to share your feedback, and we’re sorry to hear that your experience did not meet your expectations.
At James Laurence, we always aim to handle every application with fairness and care, while also ensuring we meet our obligations to landlords. In certain situations, we may need to request additional information or guarantors to satisfy referencing requirements. This is not a reflection on you personally, but rather part of our due diligence process to make sure all parties are fully protected.
In this instance, we requested guarantor details, which were agreed to but unfortunately not received despite our follow-ups. Without this information, we were unable to progress the application further.
We genuinely wish you all the best in your new home, and if we can assist with anything in the future, please don’t hesitate to get in touch.
★★★★★ 1/5
GoogleOur experience with James Laurence was incredibly disappointing. The staff were consistently rude and condescending whenever we raised genuine concerns, and communication was poor throughout the tenancy.
The main bathroom was completely out of action for over three months due to a broken toilet and shower. While one bedroom had an en suite that we could use instead, it was not a practical solution at all, especially for a shared flat. Leaving tenants without a main bathroom for that long is unacceptable and shows a complete lack of care.
After moving out, they tried everything they could to make unfair deductions from our deposit. They falsely claimed the flat smelled of cigarettes, even though no one in the flat smokes, and even invented a boiler leak to take more money, despite the boiler being in perfect working order and there being no mention of any issue in the official checkout report. They initially tried to take almost £1,000 from our deposit, but after we appealed, the deposit protection service only awarded them £300, which says a lot about the validity of their claims.
We’re more than willing to pay for any cleaning or replacements that are genuinely needed, but blatantly lying just to keep tenants’ money is dishonest and insulting. To make matters worse, it took them four months to return the deposit, dragging the process out unnecessarily.
We personally don’t need the deposit money, but that’s not the point. This kind of behaviour is harmful, especially for renters who rely on their deposit to secure their next home. And judging by other reviews, we’re not alone, as many tenants have reported them lying on move-out reports to justify unfair charges.
Unfair, unethical, and unprofessional. I strongly recommend avoiding James Laurence and renting elsewhere.
Nathan · 28 November 2025
Agent replied · 28 December 2025
Thank you for taking the time to share your feedback.
I’ve reviewed the correspondence between yourself and your Property Manager, and from what I can see, all communication was polite and professional throughout your tenancy. If there was ever an instance where you felt this wasn’t the case, please do let me know the specific details by emailing maintenance@jameslaurenceuk.com
so I can look into it further.
Regarding the bathroom issue, this was first reported on 8 January 2025. A quote was obtained and agreed with your landlord by the end of January. The works involved replacing the entire bathroom floor, which had rotted due to an underlying leak that only became apparent once the floor had sunk. The contractor commenced work on 18 March following the landlord’s approval, confirmation of flooring choice, and receipt of the necessary upfront payment. Unfortunately, once the flooring was lifted, additional drying time was required for the subfloor before repairs could be completed.
As for the deposit deductions, all check-outs are carried out by an independent inventory clerk to ensure impartiality. The clerk’s report dated 25 July does note “a smell of cigarettes as you enter the property.” Following check-out, your landlord visited the property twice and reported a boiler leak. Any deductions proposed were based on the landlord’s instructions, supported by the check-out report and subsequent visits.
We understand that disputes about deposits can be frustrating, and we respect the decision made by the deposit protection service as part of this process.
★★★★★ 5/5
GoogleJust wanted to say a huge thank you to everyone at James Lawrence Agency for helping me move into the apartment this week. I’m completely exhausted, but we made it happen! Special thanks to Lindsay for your help, to Jade, you’ve been amazing and I'm so grateful, and also to Charlotte. I really hope you won’t have to hear from me again (at least not for a while!), but if you do, I hope it’s for lovely reasons! 🤣 And I’m sorry if I was at all difficult to deal with, I truly appreciate everything you’ve done. Thank you so, so much again, Katie xx
Kayts · 12 June 2025
★★★★★ 5/5
TrustpilotGreat experience with Amelia!
I have worked with Amelia during this time and she has been such a delight.
Mariam · 10 April 2026
Agent replied · 6 June 2026
Thank you, Mariam!
★★★★★ 5/5
GoogleHenry Crane is one of the most diligent professional operators I have encountered in this space. Efficient and professional service delivered exactly what I needed. Highly recommend him and the company. I am already using them again! Thank you Henry
Edward · 11 August 2025
Agent replied · 10 September 2025
Thank you, Ed!!
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.
