Every review we hold for the Brighton office, from every platform, shown as written. First names only.
★★★★★ 1/5
GoogleMy student son used this company paid a holding deposit after they agreed to keep a property for him ..... 4 days later he receives a call to say they have messed up and given it to someone else , which left him with no property to move into and an huge amount of distress . Mistakes happen - so expected they would return his holding deposit to him as a matter of urgency !! 3 weeks later after numerous promises he is still without his deposit and after my partner called the branch asking to speak to the manager he was put on hold and then hung up on!!!!!
Hayley · 22 June 2019
Agent replied · 20 June 2024
Hi Hayley, thank you very much for bringing this to our attention. We are very sorry to hear that you are dissatisfied with the service your son has received from Leaders, we set very high standards for ourselves and take it very seriously when these are not met. I have spoken with the team in the Western Road branch to discuss your feedback. Gary Copleston the branch manager has advised me that 2 Leaders branches were marketing the property on this occasion and that each office put forward an offer of a Tenancy, the Landlord initially accepted your sons offer however as the Landlord had power of attorney they instead elected to move forward with the other offer. From my discussion with the branch It has been acknowledged here that there has been a breakdown in communication between the offices meaning there was a delay in returning to your son to inform him that his Tenancy would not be going ahead. I understand that Gary has since met with your son explaining to him the reasons behind the situation and at this point apologies were made due to the breakdown in communication; in order to assist the branch did attempt to find other suitable properties for him. Due to no suitable properties being available arrangements were then made to return the fee’s. For the sake of clarity transfer of payments such as this are dealt with by our Client Finance Department who are located externally away from the branch, this process has been brought into Leaders recently and therefore there have been some slight delays in regards to the transfers of payments. From speaking with the branch they had requested that the request of the transfer be made by CHAPS, our Client Finance team have advised that in order to process the funds they need a photo of the card that the funds were paid on and therefore Gary has asked that your son provide this to allow for the transfer to take place; I hope that this can hopefully be resolved shortly. I would like to offer my sincere apologies that you felt the service your son received fell below the high standards expected of Leaders. We recognise the importance of all reviews and thank you for taking the time to provide us with your feedback. Kind Regards, Leaders
★★★★★ 1/5
GoogleRun for your life before it's too late and avoid Leaders like the plague. Stay safe! I am here to share my dreadful and appalling experience with Leaders agency so that I can protect prospective tenants from being victims of this agent's dishonesty and cruelty and make sure that they run for the hills while they can.
I'm a mother of a 16 month old. Last November, I have signed a six months contract for an assured shorthold tenancy with Leaders agency. The whole experience with Leaders has been a terrible nightmare. After signing the contract, the agent has pushed me to pay a no deposit option of £289 that is not refundable and went straight in the agents pocket. That money hasn't been protected in any deposit scheme. I am not sure this is legal. The flat was in horrible conditions. It hadn't been cleaned or repaired. Two doors were broken and I had to pay to repair them. The kitchen's furniture was incredibly dirty and old. The windows had years of accumulated dirt and grease that I had to remove.
Since the start of the tenancy, Leaders and the landlord have done everything in their power to kick my son and me out of my flat, including harassment (unexpected inspections in my flat without giving the required 24 hour notice, landlord trespassing and stealing my belongings), abuse (some employees were often rude and mean to me both in oral and writing), threats, illegal eviction (Leaders agency has sent me an invalid 21 notice a few months ago to evict us after I asked for the boiler to be repaired), intentionally avoiding to carry out repairs (Leaders and landlord refused to carry out boilers repairs and left my son and me with no hot water for all the Christmas period). They also never carried out a proper inspection of the flat giving me 24 hours notice and never provided me with an inventory for the flat. Leaders also forced us to sign a contract with a scammer utility company called Spark Energy that forced us to pay unreasonably high bills of around 134£ for electricity in a month. At the end of the fixed term in mid May, Leaders attempted again to kick me and my 16 month old out of our flat through harassment with lots of phone calls and scary emails saying that I had to move out. Also the landlord keeps trying to illegally evict us and yesterday he also sent three cops to my flat who scared and harassed me and my son for no apparent reason. I wish I had read the reviews before choosing Leaders! Unfortunately I was in a hurry to find a home. Please don't make my same mistake! Having now read many appalling and terrible reviews about Leaders agency on the internet, I now understand I'm not the only victim of their dishonesty and cruelty. Apparently Leaders are well known scammers and a dishonest agency on the internet and they liaise with the worst and most dishonest landlords ever to steal tenants' money, force people to pay six months rent upfront without protecting their deposit and then try their best to illegally evict the tenants even getting to the point of making their life miserable and cause them general anxiety and fear through harassment, threats, illegal eviction and verbal and psychological violence, as in my case. Again, I would like to warn prospective tenants or buyers against using Leaders and to ensure they don't get trapped in their infernal net. I hope that Leaders Agency will be forced to shut down their illegal business everywhere. I really don't know at the moment what is worse between renting a house through Leaders or being homeless. Really stay away from these people! They are dangerous and you have the right to keep yourself and your family safe, happy and secure. I know it's not easy to find an honest and nice estate agent but hopefully there will be some that are better than this.
Hopefully justice, honesty and goodness will triumph.
Stay strong everyone and avoid negativity and cruelty as much as you can. Always surround yourself with positive people and environments.
Peace and love for everyone.
God Bless you <3
Flavia
Account · 22 June 2019
Agent replied · 20 June 2024
Hi Flavia, we’re really sorry to read of the negative experience that you have had with us and our team at Western Road throughout your tenancy. We consistently strive to deliver exceptional service to all of our customers throughout their experiences and are extremely disappointed to hear that you haven’t received this from us on this occasion. We’re deeply concerned by your comments and can assure you that we will be looking into these matters internally carrying out a full investigation into your concerns, we will return to you at the earliest opportunity responding to the email address we have on file for you. In the meantime should you wish to discuss this please feel free to contact us on 01344758596. Kind Regards, Leaders
★★★★★ 5/5
GoogleI was house hunting for about 2 weeks and I had literally given up on finding the right property, as Christmas time wasn’t really the ideal moving time. When walking down Western road, I came across Leaders, they had a number of adverts of in their display of properties that looked refrubished and mostly new. As soon as I walked into letting angency, I was greeted by the agents and everyone seemed so friendly and excited! Keep in mind that this was all around 5:30 PM and leaders closes at 6. Not only did they take my details and find me a property instantly, but they actually took the time to book me in for a viewing at 5:50, literally 20 minutes after I walked in. Alex, one of the letting agents, after the viewing did a remarkable job at securing the property for me! It took me 1 week to move in !! Had a brilliant experience, very friendly, supportive and funny staff - would definitely 100 percent recommend them to anyone looking to let a property in the UK !!
Habiba · 22 June 2019
Agent replied · 20 June 2024
Hi Habiba, we are so happy to read such an amazing review about the Leaders team in Brighton. We are so happy to hear that Alex was able to provide you with such a brilliant experience and offer so much assistance and support to you. Our customers recommendations mean so much to us as a business and we're delighted that the team have been able to earn yours. We wish you all the best in your time in the property. Kind Regards, Leaders
★★★★★ 3/5
GoogleI've had a mixed experience with Leaders so far. The flat I moved in to, although clean had various issues - cupboard doors hanging off, broken window catches and the oven door not shutting properly, which I discovered after I picked the keys up. As a landlord of another property myself, I assumed a reputable agency have would have checked all these things prior to a tenant moving in and sorted the issue then and there. Not a great start. I also experienced poor communication from the office team and unhelpful behaviour when a breakage occurred in the flat.
However, since voicing my concerns with Faye, in a fairly strongly worded email, the service has improved significantly. They are quick to respond to emails and endeavour to rectify issues promptly and helpfully.
I would have given them a higher rating if the experience I am having now with Leaders was like that from the beginning, it would be wise to treat your tenants as well as I expect you do your landlords, and it's shame it took me to voice my issues for the service to improve.
Elite · 22 June 2019
Agent replied · 20 June 2024
Hi Sarah, thank you for taking the time to leave us your honest review. We’re saddened to hear that you’ve had a bit of a mixed experience with us, we pride ourselves on providing our customers with the highest level of service particularly when communicating with our customers and so its disappointing to hear you haven’t received this from us. We regret that your experience with us hadn’t gotten off to the best start but are really pleased to learn that since voicing your concerns to Faye that the service you’ve received has improved significantly, we take on board your comments and agree that it’s a shame you had to do this for the service to improve however thank you for bringing it to our attention. We hope that moving forward we can continue to provide you with a level of service you are happy with. Should you wish to discuss this then please contact us on 01344758596. Kind Regards, Leaders
★★★★★ 3/5
GoogleWe mainly worked with the office when it was based in five ways but have been advised we now deal with western road. As tenants we received very good service whilst in the property the issues appeared when the tenancy ended, emails would take days to receive a reply with some being ignored completely.
I understand that once our tenancy had finished the landlord becomes the focus for you as a company but to this day we have still not received our deposit. For example the office appeared to support claima made by the landlord that the front door lock needed replacing when the lock was not only completely functional when we left but worked completely fine for the estate agent completing our checkout report. He used the same keys we did and the same keys the landlord then claimed no longer worked. I feel it would have been an easy fix for your office to point this out but I was informed you had done all you could and would no longer negotiate.
Leaving a review as I now hear nothing from the estate agents, seems like the only thing left to do is inform other potential tenants.
Josh · 22 June 2019
Agent replied · 20 June 2024
Hi Josh, thank you for your review. Its great to hear that you received good service from Leaders during your Tenancy; we are however very sorry to hear that you have not received the same excellent service after vacating the property. We pride ourselves on providing our tenants with the highest level of assistance throughout their experience with us particularly if any issues arise, so it is disappointing to hear that you feel you haven't received this when attempting to negotiate the deposit release with the team. After reading your comments surrounding the deposit I can appreciate why you would feel disappointed that this has not yet been released. For the sake of clarity Leaders hold the deposit as Stakeholder for the duration of the Tenancy as we instructed to by the Landlord, due to our position as Stakeholder this means the deposit cannot be released without the written consent of both the Tenant(s) and Landlord. When viewing our system I can see that you vacated the property towards the end of July. Nikki McDonnell who is the property manager then forwarded the check-out report from your tenancy onto both yourself and the Landlord and discussed this in depth with the Landlord to establish whether they were looking to put forward any deductions to the deposit. The Landlord at this time expressed their intention to claim from the deposit and so this was put forward to yourselves by Nikki. From reviewing our system it can then be evidenced that you advised you did not agree with the proposed deductions entirely and informed Nikki of this. Nikki at this point attempted to enter negotiations with the Landlord relaying your comments about the aspects of the deductions you disagreed with and even advised the Landlord of betterment and fair wear and tear when discussing this however sadly they did not wish to amend the proposed deductions they were seeking. In relation to your comments where you state Leaders supported the Landlord’s claim to the deposit I feel it important to advise you that Leaders put forward these proposed deductions on behalf of the Landlord as we are instructed by the Landlord to do so. From reviewing our system I can see that the undisputed amount of the deposit has now been released to yourselves and a dispute has been raised with the Tenancy Deposit Scheme (TDS), the TDS will now impartially adjudicate over the release of the deposit. Whilst I can recognise what a frustrating situation this may be from conducting my brief review I do not believe the team at Leaders have acted incorrectly as we are contracted by the Landlord to act under their instructions when negotiating the deposit release. Whilst I do not believe the team have acted incorrectly I would like to offer my sincere apologies that you felt the service you received fell below the high standards we expect of Leaders and I hope my response helps provide clarity here. We recognise the importance of all reviews and thank you for taking the time to provide us with your feedback. Kind Regards, Leaders
★★★★★ 5/5
Google5 stars for Jason Day! After several months of frustration and unsatisfactory communication with some previous staff there, we are now delighted with the service we have just received from Jason. We went into the Western Road office with several concerns and questions regarding our property and were met by Jason who immediately reassured us that as our new property manager he would do all he could to try to help. He has certainly done so; he is professional, understanding and extremely efficient! We are so relieved he is now our point of reference at Leaders. He is an asset to the firm.
Nico and Fiona Zama.
Nicola · 22 June 2019
Agent replied · 20 June 2024
Hi Nico and Fiona, we are so happy to read such a great review about Leaders at Western Road, Brighton! I am saddened to read that you experienced some frustration and communication issues in the past but I am delighted that Jason has been able to turn your experience around delivering a much better level of service. Thank you for taking the time to provide us with your feedback. Kind Regards Joe Gilliland Customer Care Manager
★★★★★ 5/5
GoogleI have been very impressed with the service I have received from Jason Day who manages my Brighton property. If a problem arises he is on to it straight away and gets it sorted in no time at all. Most importantly he keeps me updated of the progress which takes away the stress and strain. This is good for the tenants and good for me. Well done Jason, just don't get relocated!PositiveProfessionalism
Steve · 25 August 2021
Agent replied · 20 June 2024
Steve Page, we're happy you found our staff to be so supportive during your experience here at Leaders Estate Agents Western Road.
★★★★★ 5/5
GoogleAmazing team very helpful great communication no stress with my moving
Christina · 27 July 2025
Agent replied · 10 August 2025
Hi, Christina Christofi! Thanks for the great review!
All the best, Customer Relations Team
★★★★★ 5/5
GoogleHad some excellent help from Oliver King, my situation was very unusual and he was just really helpful and very reassuring. Thanks so much for all the help :)
Alfie · 14 December 2024
Agent replied · 28 December 2024
Dear Alfie Connor
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 5/5
GoogleLaura Gelister has been amazing throughout the process of me renting a new flat. She is quick and efficient and I would highly recommend.
Kirstyn · 21 June 2021
Agent replied · 20 June 2024
Dear Kirstyn Jones,
Thanks for taking the time to leave us a review , we appreciate your feedback
All the best, Customer Relations Team
★★★★★ 1/5
GoogleAbsolute leaches! They charge extortion for referencing and then charge to release your referencing information to your new agency literally sucking money from where ever they can. £36 to pass on if I paid my rent on time, how long lived there and how much I pay every month. Literally holding my own personal information at ransom. I cant wait to move to a new estate agents. The only thing I will miss is our lovely landlord who sorted everything out for us while leaders scraped off as much profit as they could for doing literally nothing. What a horrendous estate agency.
Craig · 22 June 2018
Agent replied · 20 June 2024
Hi Craig, we appreciate your honest review. We set a high standard for ourselves, so we are disappointed to hear that your experience with us was not a positive one. If you are willing to give us another chance, please contact the branch manager at your earliest convenience so we can understand your situation better in order to try and turn your experience around. Many thanks, Leaders
★★★★★ 1/5
GoogleWent to a viewing today. Couple viewing the property before me had already been waiting for the estate agent to arrive before I arrived and she still hadn't shown up. She didn't try and get in contact with any of us, despite having our numbers. Tenant in the property was already waiting before the first couple had gotten there, with no indication of arrival from estate agent either. We rang the office and they weren't sure if she was on her way or already in the property. We had all waited half an hour before she eventually turned up with a small apology. Turned out she left the office at the time she was meant to start the viewing with the first couple. We were given the option to view the flat all together or separately, but none of us wanted to wait any longer, so I ended up viewing the flat with the couple, which was fine, other than it felt like I was thinking about moving in with them, which was obviously not the case! Very strange, like a way to push people to go for the property when viewing as a group, because of competition. Highly unprofessional, considering their extortionate rates for all the admin fees, which equate to about a full months rent.
Rosie · 22 June 2018
Agent replied · 20 June 2024
Hi Rosie, we are really sorry to hear this. We would be really grateful if you could get in touch with us at your earliest convenience so we are able to discuss this further and turn your experience around. We hope to hear from you soon. Kind regards, Leaders
★★★★★ 1/5
GoogleOne of the worst estate agents I have ever dealt with. I have been waiting over 6 weeks for my deposit to be returned because the landlord wants to decide how much he wants to take out!! How much he wants to take out not what's needed to be taken which is £0 needed up having to repair things myself and replace my front door barrel lock as the old one didn't lock but it wasnt urgent in leaders eyes. Didn't get reimbursed for my expense. The place was left immaculate all freshly decorated yet they are trying to claim money for a finger mark on a door and a stain on the window seal which was there when we moved in yet they didn't pick up in the inventory which is very convenient as now they are trying to claim on my behalf for it. Should rename themselves 'stealers' not leaders absolute joke of a company. Avoid at all costs
Lee · 22 June 2018
Agent replied · 20 June 2024
Hi there Lee, we are disappointed to hear that you did not have a more positive experience with us at Leaders. We appreciate all reviews, and appreciate you giving us the chance to improve by providing us with this feedback. We would really like to discuss this further with you to try and turn your experience around and make things better, at your earliest convenience please contact the branch manager directly or email us at customerservice@leaders.co.uk. Many thanks, Leaders
★★★★★ 5/5
GoogleLeaders by name, and nature. A superior service with excellent communications and customer care. Keith and Amy at Western Road branch have been helping me with the sale of my home, and I hope to complete shortly.
Michelle · 25 July 2024
Agent replied · 24 August 2024
Dear Michelle Wilson
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 4/5
GoogleEasy to deal with and Sophie was very kind and quick to resolve any issues I had during my tenancy. I received good service and they have been very good property managers.
Alex · 22 June 2017
Agent replied · 20 June 2024
Hi Alex, thank you for sharing your review. We are delighted you have been happy with the service and will be sure to pass your comments onto the branch, in particular Sophie.
★★★★★ 5/5
GoogleHaving recently relocated to the South East; specifically Brighton, I found myself in a very difficult position by not knowing the area. In the build up to my move, I contacted the Leaders Sales team through a recommendation of a local friend and was directed to a lovely and extremely helpful lady Ciara.
After giving Ciara my requirements, she sent across a portfolio of properties they had on the market and went out of her way to organise a one-on-one meeting for half a day where she took me round each property available. Unlike most 'Comission driven' Estate Agents I've delt with in the past, Ciara's passion truly lies helping people by performing a professional and personable service.
All in all a great, friendly sales process which couldn't have been managed better by Ciara and Max - will definitely be recommending to my new network of friends in Brighton.
Antonio · 22 June 2017
Agent replied · 20 June 2024
Hi Antonio, thank you for taking the time to share your feedback. We are delighted that you were happy with the service and that you would recommend us! We will be sure to pass on your kind words onto Ciara and Max.
★★★★★ 4/5
GoogleI have always found Leaders to be really helpful and friendly; I wouldn't hesitate to recommend them to Landlords wanting an Agent to manage their property respectfully and professionally.
Jackie · 9 November 2024
Agent replied · 9 December 2024
Dear Jackie Maine,
We are very happy we could provide you with a positive customer experience.
Kind regards
Customer Care Team
★★★★★ 5/5
GoogleI have been with Leaders for many years and I am always extremely impressed with the standard of service. The properties are let to professional tenants who appreciate a well maintained home to live in. Our standards are high as with Leaders and the attention to detail shown by the staff minimises any problems. The management of our port folio is headed by Brittany who attends to any of our tenants requirements whenever called upon. I thoroughly recommend Leaders to any tenant or potential Landlord looking for a five star agent.
Gregory · 23 June 2015
Agent replied · 20 June 2024
Thanks for your review Greg, we have enjoyed a really good working relationship with you for many years, we very much appreciate your ongoing support. Regards, David
★★★★★ 5/5
GoogleJessica has always been fantastic with finding me a tenant and managing the whole process from start to finish. I have confidence in her and she makes my life as a busy landlord, so much easier. Excellent customer service - well done Jessica
Nicki · 21 February 2024
Agent replied · 20 June 2024
Dear Nicki John
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 5/5
GoogleWell bone Leaders
And well done Rebecca Eager for being so helpful with the problem we had with the roof and not only. Arrange the inspections for everything on time, and in general whenever we need something always there polite and helpful.
Thank you . Continue your good job.
D. Bechlioulis
D. Antoniou
Dimitra · 21 June 2023
Agent replied · 20 June 2024
Dear Dimitra
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 5/5
GoogleAll the staff we dealt with were very friendly, patient and helpful and enabled us to quickly find just the right property to rent, for which we are very grateful.
Geoff · 10 October 2024
Agent replied · 24 October 2024
Dear Geoff Saunders
Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating!
Many thanks,
Customer Care Team
★★★★★ 5/5
GoogleReally helpful team, flexible and accommodating at helping me get the information that I needed and get access to the flat during the sale process. Thanks to Max and Ciara.
Holly · 22 June 2016
Agent replied · 20 June 2024
Hello Holly, many thanks for taking the time to share your feedback. We are really pleased you have been happy with the work of our Western Road team. We'll be sure to pass on your kind words!
★★★★★ 5/5
GoogleI’ve had an extremely good experience with Leaders!
My partner and I have been trying to move for a while now and with everything going on it has proven itself very difficult. Laura from the Leaders team has gone above and beyond to ensure we are always informed of the newest listings and really tailored her suggestions to what we were looking for.
Thanks guys!PositiveResponsiveness, Quality, Professionalism
Giulynatrix · 25 August 2021
Agent replied · 20 June 2024
Hi Giulia Karkhoff,
Thank you for the great review of our Leaders Estate Agents Western Road team. It’s fantastic to hear that we could provide you with a great service that you were happy with.
We hope we can be of service again in future.
Kind regards
Customer Relations Team
★★★★★ 5/5
GoogleWanted to say a big thank you, especially to Brittany Tallack, for the help and support in sorting out our house issues and getting repairs done really promptly. Thanks Brittany!
Alice · 23 June 2015
Agent replied · 20 June 2024
Dear Alice, thanks for taking the time to review us, we are glad you found working with Brittany a pleasurable experience - we will be sure to pass on your kind words to her.
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.
