Choices reviews

★★★★★ 5/5

Trustpilot

Helpful team

My account manager Rachel has been helpful and usually has an answer for any query I've had and if not they know who to contact or who I need to contact. They've also followed up on issues I've raised which is nice as I know progress is being made. Additionally, Elisha was very helpful in regards to moving in and made the process very easy.

Isaac · 22 March 2023

★★★★★ 3/5

Trustpilot

My main contact with Choices is Amy…

My main contact with Choices is Amy Francis.She is very calm and efficeint in all my dealings with her. She reports all the problems my tenants are having,current state of play on ongoing issues and on complition. I am sure landlords probably get stressed with her due to the high charges of the sub contractors but she always accepts the anger/fustration with grace and patience.The only reason for the low score is because I think the charges from Choices are quite high but Amy is only doing her job to the best of her ablilty. Very Efficiently

Anitaben · 18 March 2021

★★★★★ 1/5

Trustpilot

Do not use

As a landlord, I would not recommend this lettings agent for a fully managed service to anyone. They have provided a poor service, they do not respond to emails or calls unless they want money and they destroyed my property through lack of care on their part. They allowed water leaks to get so bad, despite me chasing them for well over a year. Mushrooms were growing in the property and they still failed to fix the problem. They charged me an outstanding amount of money for nothing to be done. Eventually I had to go to the property to fix the problem myself despite having already paid thousands towards the problem. It could have been fixed without this amount of money being pumped into the problem. They also failed to fix a bath panel which then caused water damage to the room below causing unnecessary costs for me to redecorate. It also turns out the boiler repair I paid for was never repaired. Following the poor service I decided to stop using this lettings agent and they then charged me a huge fee even though if they provided a service they promised I would not have decided to stop using them. They caused me a lot of stress throughout the time I used them. If you value your sanity, property and your income, do not use this lettings agent. There are so many better to communicate with and so many that provide you the service you sign up to.

Nic · 5 May 2024

★★★★★ 5/5

Trustpilot

Brilliant service

I recently rented a property through Choices, I frequently spoke with Satheeskumar regarding my tenancy. I am incredibly grateful for his constant help & support with any questions I had. He is very professional & efficient is answering any questions I had throughout my agreement and after it ended! I would highly recommend renting through Choices & personally believe Satheeskumar is excellent in his role & hugely helpful!

Holly · 24 November 2022

★★★★★ 4/5

Trustpilot

Most helpful service manager

I could not fly back to London due to the pandemic and family events for a year and half, but the the property has varies issues from time to time. Fortunately, Ms Karen Gunner is my service manager, she is always responsive and extremely helpful whenever there is an issue. She tried all her best to make the best cost for me when there is a need for repair or replacement.Karen is capable, responsible and reliable. Sometimes I send my questions to her which are not her responsibilities, but she always gets back to me with an answer or solution. She is the most helpful service manager that I have met over the years with Choices.

Orio · 25 January 2021

★★★★★ 5/5

Trustpilot

Never had an issue with Choices.

We've been renting the same house for about 8 years now through Choices and we've never had any issues that haven't been solved in a timely manner.Amy Francis has been the main person we've had contact with when dealing with any issues or contract changes over that time.She's honestly been brilliant, always answering very quickly at seemingly any time of day, always with accurate information and always keeps a professional standard.Thanks Amy!

Rob · 1 June 2022

★★★★★ 5/5

Trustpilot

Daniel Thornton

Daniel has been the managing agent for my property for 10 plus years. Now a senior lettings agent at Choices- Daniel is an excellent mediator and knows how to communicate at all levels to achieve positive results for all parties involved. Solutions focused, Daniel is responsive, pays attention to detail and works hard.When things get sticky Daniel remains calm and seeks to resolve things in a reasonable and amicable way - always.I think Daniel loves what he does and is extremely good at it. I trust him implicitly and wouldn’t choose anyone else to manage my property.

Yola · 20 April 2024

★★★★★ 5/5

Trustpilot

i am a contractor who deals with estate…

i am a contractor who deals with estate agents and managing agents , dealing with Denisa has been a pleasure . Denisa responds to emails very quickly and has kept me keeps me informed through out. look forward to dealing with her and colleges again

Philip · 11 June 2024

★★★★★ 5/5

Trustpilot

Thanks to Shiquerah Smith for prompt and quality management services

Called Shiquerah Smith today with regard to a property of mine managed by Choices. The service and attentiveness to detail was at an excellent level. Thank you Shiquerah for liaising with my tenants and ensuing both prompt and quality management services.

Paul · 17 August 2024

★★★★★ 4/5

Trustpilot

Jacqueline has been amazing

Jacqueline has been amazing - her excellent knowledge of how things work, her support and relationship skills make it extremely positive to work with her and her ability to get things resolved, reaching out to her other team members and different agents to ensure we fix any issues expediently.. I would not hesitate to recommend her as a support to any new Landlady/Landlord - she is highly skilled, efficient and a pleasure to work with.Thanks for everything Jacqueline.Ellie

EllieDee · 23 April 2021

★★★★★ 5/5

Trustpilot

Rosie was our agent throughout our…

Rosie was our agent throughout our renting process and made sure it run smoothly! Very accommodating and great communication! Very happy with the service! Would highly recommend!

Helen · 27 January 2026

★★★★★ 5/5

Trustpilot

We have rented our property out for o…

We have rented our property out for o we for 15 years in the Croydon area. Unlike other agents in the area Daniel Thornton at Choices not only gave us a detailed list of what needed fixing in the house but also cared enough to market the property correctly and took great photos. The property was rented within 2 weeks after having given the opportunity to other agents first at the asking price. Also to note rent received was paid through within a day of them receiving it which I have never experienced anywhere and the statement very transparent and understandable. Daniel and team are returning email correspondence within a 24 hour period also. Very impressive !

Wayne · 22 March 2024

★★★★★ 5/5

Trustpilot

Daniel and the lettings team work hard to find suitable tenants good communication…

Great communication with the lettings team we have worked with Daniel at Redhill choices for a number of years and have a few properties rented with choices. all tenants are vetted well and have suited each property they have stayed long term to date. Daniel at redhill choices worked very hard with us and our portfolio his knowledge & advice within the rental market, fair rent valuations and guidance to choosing the correct tenants is outstanding he is always on hand if we have any concerns.He has a great team.

Jim · 22 March 2024

★★★★★ 5/5

Trustpilot

Best decision

Rachel has been a godsend! I do not have to think about my rental as she is totally in control, I have zero stress due to Rachel’s efficiency, professionalism & friendliness.

Tricia · 19 December 2025

★★★★★ 3/5

Trustpilot

Landlord hiding behind letting agency

To be fair I have had to edit my review. As you will read I am very annoyed at the lack of compassion and the absolute greed and the taking advantage of a very emotional situation.I was at the understanding that the charges we received were imposed by choices letting agency but in fact it was the landlord who pushed it through. Now, choices did have to charges on within the final demand but they have agreed to refund those charges and they stipulated that they advised the landlord to drop the charges! So, it is now in the hands of the TDS (tenancy repost scheme). They will decide wether the deposit is returned. So thank you to choices for at least trying but the landlord needs to check his values!It started when we had to find a property quick for my dad as his wife (my mam) had passed away. He could not live in the marital home any more! All went well and he moved in but you go through a different estate agent first and then you encounter choices letting! Unbeknown to my family and I my dad had vascular dementia and Alzheimer’s. a lot of things happened with my dad: drinking; black eyes; wandering in the freezing cold... my mam had kept it under wraps.So we took him out and told choices the problem. They said it was no problem as long as we paid the rent until they got another tennant. Ok that’s fair we thought! But after some time we noticed someone in the flat obviously living there but we had heard nothing and then to add insult they asked for all sorts of charges because we asked to leave early because our dad was ill.These greedy low life’s are getting no more money off my dad but they are trying to keep the deposit and charge another £300 on top for landlords fees. Do not use just a web of confusion to get as much money out of you as possible. Greed!!!Ok, I know it’s not the landlords responsibility that my dad was Diagnosed with dementia and I know they probably have every right to charge £700 but what happened to giving people a break, genuine people with genuine problems! I give up! Greed has won!

Mr · 9 June 2020

★★★★★ 5/5

Trustpilot

Michael Silk is amazing

Michael Silk is amazing The amount of effort and time he put into walking me through the process is unbelievable. From the first day that we met whenever I called quick response from Michael and very helpful he is always available to provide me with the information that I needed every decision that I made, small or big, mattered to them. Not only did I feel like I had all the information I need to make those decisions, but I also felt like I was in good hands. Thank you very much.Rashmi

Rash · 17 February 2024

★★★★★ 5/5

Trustpilot

Much deserved praise

This isn’t a simple review. This is so much more.I would like to openly praise two incredible individuals, two paragons of grit and professional idealism, and thank them for their constant efforts in dealing with an otherwise chaotic household. They have both been instrumental to the development of the safety and prosperity of our challenging household and we are eternally grateful for their work. So thank you Rosie Thompson and Robyn Copperthwaite for all that you do for us.Choices clearly has a flair for hiring top tier talent.

Julien · 12 February 2024

★★★★★ 5/5

Trustpilot

Confused! Pick Choices!

My family and I needed a place to move to with urgency, our point of contact was Daniel Thornton, he was instrumental in fast tracking our process. He was always available to contact, always provided updates and was transparent with timings as well as next steps. Moving houses of course isn't an easy process but Choices with their responsiveness and efficiency definitely eased the process. Would recommend to anyone house hunting. Thank you so much Daniel Thornton A+++

NICOLAS · 22 March 2024

★★★★★ 1/5

Trustpilot

I have been billed for £450 for small…

I have been billed for £450 for small furniture marks ( not damage) and without billing charging me extra £250 for the property I rented out for 4 years and 10 months. There was no proper heating and when I reported they never responded or repaired until I moved out. The property located in Pampisford Road and if you walk around the garage area, you can smell full of drugs. I am not going to accept these charges without taking them to the court with alll my evidence. p.sif anyone from Choices replies to this review, first of all wipe your mess before messing up with me. B.coz more of your mess will come up here.

Prash · 17 November 2019

★★★★★ 1/5

Trustpilot

NEVER CHOOSE CHOICES ESTATE AGENTS, YOU WILL FEEL THE PAIN OF IT.

NEVER CHOOSE CHOICES ESTATE AGENTS, YOU WILL FEEL FOR IT, ITS REALLY A PAIN TO BE WITH THEM.A VERY BAD COMPANY, SO MUCH DELAY IN RETURNING OUR DEPOSIT AND OVERPAID RENT. USELESS CUSTOMER CARE AND PORTFOLIOS MANAGERS.CHOICES Estate Agent is a worst letting agent we’ve seen so far. 100% NOT RECOMMENDED TO ANYONE. They are not even deserved for ANY RATING and they are best suited for 0 (ZERO) Rating. They are highly reluctant when refunding the customers deposit while they collect the advance rent and deposit upfront before we check-in the property. We checked out the property 6 EAST PARK, Crawley RH10 6AS and did several follow ups (47 conversations) with the customer care and the guy (Crawley and Horsham Portfolio Manager) who has been allotted for us, but the answer we got from them was ‘we are progressing, etc.’. We are highly frustrated and disappointed for not getting proper response from CHOICES. A very poor customer service of no use in customers point of view. A very little effort has been taken by Crawley and Horsham Portfolio Manager, that too with 47 E-Mail communications in between us, though most of E-Mails cc'd to customer services who never bothered about our E-Mail on refunding my deposit. They have few landline numbers which are useless as they won’t connect straight away, luckily we got connected to SENIOR Crawley and Horsham Portfolio Manager who did the partial refund of my deposit, though it’s partial refund we appreciate her as she did the partial refund in 1st call.When we ask the landlord for this property, he says that he communicated to CHOICES to release the fund and his duty is over. He won’t bother much as his property will be in the business in a day or 2 after I check out. The landlord for this property would approve the deduction that the Letting Estate Agent CHOICES recommends, even CHOICES recommend a deduction of complete 100% deposit the landlord would immediately approve because he gets money easily and approving is an easy job. At 58th of E-Mail communications in between me and Choices, we received my overpaid refund, after 29 days (nearly 1 month). Why should we take so much pain and beg with CHOICES Real Estate to get my (tenants) money back.We question CHOICES and the landlord of 6 East Park: You take no pain and no delay when collecting the money from tenants, but why are you too much reluctant in giving back them to tenants? Does it mean that the tenant’s money is cheap or you think that tenants would be left helpless (once they checked out the property) except begging with you guys to get our money. Don’t do that. Just be fair with the tenants.We advise these types of letting agents CHOICES and greedy landlords for not to misuse the tenants advance rent and the deposit. Be genuine while you calculate the deduction for taking incorrect information from letting agent. I’ve mentioned few of the below things that Choices deducted for.• Lights £20, claiming £5 for each 28w halogen light when they available 2 for £1 shops• Cleaning cost for £200 when the house is checked out so clean• £30 Safety catches on the cooker• Renewal fee: £95• Inventory fee: £95 (they just collect the keys from the property), worth to collect £95?• £30 for a stain on the small curtain.In total: £470The safety related things are to be taken care by landlord while tenant can ensure that there is no safety related issue, if any then the tenant will report to landlord. The property was checked out so clean with weekly maintenance and proper cleaning, but still the landlord approves the cleaning cost £200 recommended by CHOICES. Luckily we did take photos when we checked out and we’ve sent the photos of the property to the landlord of 6 East Part just to show clean it is. He must realise.Is this fair to collect £200 for cleaning or this money is for renovating the house?I advise the CHOICES Real Estate and the landlord to sensibly think and calculate while deducting the money from tenants from their deposit or overpaid rent. DO NOT MISUSE THE TENANT’S DEPOSIT AND OVERPAID RENT.

Jayasangeetha · 29 August 2019

★★★★★ 5/5

Trustpilot

It was a pleasure working alongside…

It was a pleasure working alongside Chantel, very responsive and great communication throughout. I would highly recommend her customer service, great person to work with.Look forward to working with you in the near future.Many thanks Stelios All City Locksmiths Ltd

St · 20 June 2024

★★★★★ 5/5

Trustpilot

Renting a Property

As a first time renter, I was very nervous about the whole experience. Rosie Thompson helped me through every step of the way and made it less stressful. She has been nothing but kind and polite through all encounters.

R · 21 January 2026

★★★★★ 5/5

Trustpilot

Top notch service….choices Lettings admin…

Thank you to choices Lettings admin team shannon and lucy for making this process a smooth one. They took me step by step through the referencing regardless of it being my first time renting. Fahad was amazing, his response and professionalism was top notch. I am very happy with their services, i am finally moving into my apartment.Thanks again!

Irene · 23 February 2023

★★★★★ 1/5

Trustpilot

Charlotte Gasson is the most rudest…

Charlotte Gasson is the most rudest person I have ever come across, she needs to have a lesson in customer services and to be taught to write emails properly!!!!! Been really unhelpful and couldn’t care less how she is a manager is beyond me. We have had numerous problems at this property and nothing gets resolved. Absolutely useless!

Patricia · 20 March 2023