Every review we hold for the Derby office, from every platform, shown as written. First names only.
★★★★★ 1/5
GoogleStuart Smith are an extremely disappointing company that seem to take full advantage of leasehold fees, charging flat owners excessive amounts for very little in return. A large portion of the costs are labelled as “management fees,” yet the few services they claim to provide such as window cleaning don’t appear to be carried out in reality, or gardening.
Since selling my property, I’ve also been asked to pay £360 for a sales pack, which feels completely unreasonable for what should be a straightforward administrative task, making it clear they will bill for anything they possibly can.
Overall, this feels like a company exploiting leasehold legislation to maximise profit at the expense of residents. Hopefully, changes in regulation will address practices like this in the near future.
Lydia · 26 March 2026
Agent replied · 11 June 2024
Thank you for taking the time to share your feedback. We’re genuinely sorry to hear that you feel disappointed, though we do believe there are some misunderstandings about how leasehold management and associated fees work.
For this particular development, which consists of only five units, the management fee is set at the minimum charge instructed by the freeholder. We are required to follow the terms of the lease, which were established at the point of your original purchase.
Services such as window cleaning and gardening are carried out in accordance with the schedule agreed with the freeholder. If at any point a resident feels a service has been missed, we always encourage them to report it so we can investigate promptly. We have no record of any such reports from you during your ownership.
The sales pack is an optional service provided to assist solicitors during the conveyancing process. The fee reflects the time required to compile legally required information, respond to enquiries, and liaise with multiple parties. Our charge is significantly lower than many agents in the sector. Most sellers choose to obtain the pack from us for convenience, but you are always free to have your solicitor or yourself gather the information independently as we have already advised.
All lease obligations, including managing agents, and the structure of charges are set out clearly at the time of purchase. Any concerns about the terms of the lease itself are best directed to the solicitor who acted for you during your original acquisition, as they are responsible for advising buyers on these matters.
We appreciate your perspective, but we also feel it’s important to ensure that future residents reading this review have accurate information about how leasehold management works and the basis for the fees charged. Our aim is always to provide transparent, fair, and compliant management on behalf of the freeholder.
If you would like to discuss any of this further, we’re more than happy to speak with you directly.
★★★★★ 5/5
GoogleI own a portfolio of properties in various different blocks of flats in the Derby area. Stuart Smith have been managing these blocks for as long as I have owned them and some as long as 25years to my utmost satisfaction. Over the years Sue and now Michelle and the entire team have been amazing. Their knowledge and tenacious approach to the management of these sometimes difficult blocks has been commendable. The staff are impeccably polite, patient and explain sometimes complicated issues in lay man's terms. I wouldn't use any other management company. Stuart Smith tick all the right boxes and always manage my expectations.
PETER · 13 July 2025
★★★★★ 5/5
GoogleI bought a flat in 2001 and struggled to get the management company HLM to be proactive and carry out any work at the block. In 2012 I contacted Stuart Smith and they were a breath of fresh air. We immediately switched management companies to Stuart Smith and the difference in attitude and approach to the management of the blocks has been astounding. All the staff at Stuart Smith have been extremely helpful both in their advice and proactive approach. I highly recommend them.
Paul · 2 May 2025
★★★★★ 5/5
Google⭐⭐⭐⭐⭐ Outstanding Block Management, Highly Recommended!
Stuart Smith (Derby) Ltd provide an exceptional level of service, making property management effortless and stress-free. Their team is professional, highly knowledgeable, and always willing to go the extra mile to ensure that buildings are well-maintained and residents are happy.
From handling maintenance issues swiftly to ensuring compliance with all regulations, their attention to detail is second to none. Communication is always clear, proactive, and transparent, giving property owners complete peace of mind. They truly care about the properties they manage and deliver a consistently high standard of service.
If you're looking for a reliable, efficient, and professional block management company, look no further than Stuart Smith. I highly recommend them! ⭐⭐⭐⭐⭐
Richard · 2 May 2025
★★★★★ 1/5
GoogleAbsolutely dreadful service, gave me a property that what turned out to be riddled with damp and mould and choosing to hold me responsible for it at the end of the tenancy when clearly there was and is an underlying problem with insulation. …
Marcus · 16 April 2025
Agent replied · 16 April 2026
Dear Mark,
We’re sorry to hear that you were unhappy with your experience. We take all … More
★★★★★ 1/5
Trustpilotimmoral to core
I rented through this letting agency for 6 years and I can honestly say the experience was awful. there managed car park was ambushed with tickets on the 1st january 2019 and they failed to issue any new permits, they were taking a cut through there management company Melton court management plc. Laughing down the phone when ! rang to complain of a ticket (won this through the high court against spring parking). next was an unwillingness to rectify concerns raised on the property several times, Leaking sink from upstairs, buzzing fridge that was supposed to be new, broken door handles, leaking guttering to name a few. Insisting to come round to do an energy assessment after my son had just died in a car crash, had to tell them many times i was in mourning, the email responses were cringe worthy. emailing to do inspections and proposing to let themselves in every time so had to ask them not to as it wasn't a buy to let, it was my private residence. Kicking me out on a no fault eviction section 21 then immediately listing the property for rent at £150/month more, making me incur the moving costs. Taking 75% of my deposit through the bent deposit protection scheme because the walls needed cleaning after 6 years, toilets required cleaning. To kick anyone out of a home they've lived in for 6 years to simply charge more rent is an immoral act. All of the staff acted this way from the top down for 6 years and i'm so relieved to be free from there immoral grip on some of Derby's rental market. Keep well away!
Jody · 25 January 2025
★★★★★ 5/5
GoogleAs a company director for the site I live on, I have been dealing with Stuart Smith's for several years now. All the staff I have dealt with in all that time have always been attentive, helpful, friendly and professional. When there have been problems reported they have been dealt with very efficiently. I would strongly recommend them to anyone looking for an agent to carry out property management for them.
Mark · 19 April 2025
★★★★★ 5/5
GoogleIt is now nearly 20 years since Stuart Smith was appointed as Managing Agent for the small block of apartments where I am an investor. The block has been managed well and all issues have been promptly addressed with good communication with the owners. The charges have been reasonable and without any nasty surprises. The Stuart Smith staff are competent, pleasant and well motivated.
Roger · 2 May 2025
★★★★★ 1/5
GoogleTerrible !!!
Worst Property Management you can have.
Derby Jackdaw close DE223SY
-No designated area for rubbish bins (see pics)
-Dangerous collapsing fence around whole parking (see pics) (it can injure adults or kill a child when fallen)
-Personal items get dumped in communal area(see pics)
-No control of Disable Parking (anyone parks there)
-Illegal main communal door(cheapest plastic door in the world) that often lock you in/out . A serious issue in event of fire etc. When broken, takes a long time before someone even looks at it !
-Fire assembly point designated almost in the bushes
-Old unreadable signs around whole property (see pics)
-Dark and unsafe carpark (no lights , no CCTV at the back of the car park)
-Lights have not been working in communal area for ages(see pics)
-Trees don't get managed properly branches scratching residents vehicles(see pics)
-Grid Salt Box full of rubbish (see pics)
-Illegally installed smocking ashtray right next to the main entry (disgusting and hazardous)
-Trees & branches have been cut behind the fence and left there for over a year, high risk of fire (see pics)
-Rude & ignorant office staff when residents trying call and report about the issues
Russ · 15 May 2024
★★★★★ 1/5
GoogleTerrible !!!
Worst Property Management you can have.
Derby Jackdaw close DE223SY
-No designated area for rubbish bins (see pics)
-Dangerous collapsing fence around whole parking (see pics) (it can injure adults or kill a child when fallen)
-Personal items get dumped in communal area(see pics)
-No control of Disable Parking (anyone parks there)
-Illegal main communal door(cheapest plastic door in the world) that often lock you in/out . A serious issue in event of fire etc. When broken, takes a long time before someone even looks at it !
-Fire assembly point designated almost in the bushes
-Old unreadable signs around whole property (see pics)
-Dark and unsafe carpark (no lights , no CCTV at the back of the car park)
-Lights have not been working in communal area for ages(see pics)
-Trees don't get managed properly branches scratching residents vehicles(see pics)
-Grid Salt Box full of rubbish (see pics)
-Illegally installed smocking ashtray right next to the main entry (disgusting and hazardous)
-Trees & branches have been cut behind the fence and left there for over a year, high risk of fire (see pics)
-Rude & ignorant office staff when residents trying call and report about the issues
Rustams · 10 May 2024
★★★★★ 1/5
GoogleUtterly awful company, very pleasant on first impressions, BUT fall very short of the company statement of sustaining the highest standards and professionalism, conducting business fairly with absolute integrity! Utter gibberish! They don't lookafter their tenants, perhaps the landlords.. Problems are left unresolved regardless of the discomfort it may cause and the excuses they use just don't add up.. Please consider carefully before renting with the smiling assassins..
Mark · 12 June 2022
Agent replied · 11 June 2024
Good Morning Mr King,
We are sorry to hear of your ‘unresolved problems’, we had no outstanding maintenance items at the property upon your vacation and non-recorded as received, Can you please advise? We note your review was left 3 days after the dilapidations regarding the unclean oven upon your vacation of the property were sent to your good self. The deduction in respect of the oven clean was made for this through the DPS with full supporting photo evidence for the claim which was awarded. Indeed our role as managing agent is to look after tenants and landlords alike. Naturally we are not authorised to conduct works without a landlords approval unless they are ‘emergency or mandatory’ but we always endeavour to ensure any items are dealt with in a timely and proficient manner.
★★★★★ 5/5
GoogleStuart Smith have looked after our 7 properties for over 15 years.Their level of competence,expertise and experience are beyond belief. Our success as a small landlord is due in a major part by their guideance over many years. They are simply the best in Derby,we have tried some of the others.
Richard · 2 May 2025
★★★★★ 1/5
GoogleAwful. Communal front door,the only fire escape for 24 flats with tenants including young children and they installed a dangerous door, totally not fire proof or fire safe! The door that has a handle of its own kind that will lock out from …
Tatiana · 16 April 2024
Agent replied · 11 June 2024
Good Afternoon Tatiana,
We are sorry to hear of the recent events of site, as soon as notification was received to our dedicated out of hours maintenance team, a locksmith was … More
★★★★★ 1/5
GoogleDO NOT USE!!!
These people will act so caring when you first use them, but the staff are extremely fake!
Unfortunately we found out to late when we were already living in the property
Damp had been painted over, it took months for any issues to be sorted, property was rented and advertised with an open fireplace, which filled the room with smoke when used and even when 2 external professionals deemed the fireplace as unfit for purpose, as well as our complaints about the fire place not working, Stuart smith said that it was fine.
When we decided to move out we were bombarded with ‘additional costs’ and even though we refitted a new carpet (as the old carpet was rotten and cheap so teared when we hoovered it!) and we left the house cleaner than when we arrived (mould in the fridge, damp in the wardrobe, heating not working, garage locked on first inspection and had owners things inside when we got the keys, and many more issues!) we were offered £25 from our £1099 deposit! They even tried to charge us for exterior damp and the ivy growing outside! We even re-turfed the lawn and cut all of the bushes and they claimed £400 for a gardener, which is hilarious as I had an independent quote from a gardener who quoted £80. Also, they left ‘exemplary’ feedback during their inspections, which meant nothing when we checked out of the property and they spoke to us like dirt.
I think that Stuart smith is a disgusting company who are only out to con people and should no longer be in business, if minus stars were allowed then I would have selected that
Trust me when I say that if you rent from these despicable people, you will not get your deposit back and you will live in a damp house with no support from Stuart smith, steer WELL clear.
Danny · 13 June 2019
Agent replied · 11 June 2024
Thank you for taking the time to get in contact however we do have to dispute your below comments and that you have taken them as a direct representation of the dedicated staff here at Stuart Smith.
All dilapidation costs received from your deposit were awarded through the Deposit Protection Service for which evidence was submitted by both ourselves and yourself during the dispute. Evidence provided by Stuart Smith on behalf of your landlord on 15.08.2018 and from yourselves on 20.08.2018 was adjudicated and funds were awarded to Stuart Smith/ your landlord on the facts of the deposit dispute as per the below decisions from the DPS adjudicator-
“In comparison, the check-out report provided presented the garden to require further attention. I note that the lawn appeared patchy and dead in areas with holes present. I also note that there was overgrown shrubbery and some weeds present. This is supported by the photographs provided. I therefore find the tenant in breach of their tenancy obligations.”
“In comparison, while the check-out evidence provided presented the property to have been provided in a good clean condition, there were some further cleaning omissions present. For example, there was some dust and animal hair to the skirting and woodwork within the property. This is supported by the photographs provided.”
We refer to the DPS website: “At the start of the adjudication process, the landlord and tenant have to consent to use our Dispute Resolution Service. Any decision the adjudicator makes is finally and legally binding, however if you think that the adjudicator has made a clear error of fact or law, you can raise a complaint.”.
We were most disappointed to discover the property in the condition which it was left by yourselves at the conclusion of your tenancy, Stuart Smith did give the opportunity for you to return to the property to make good of the dilapidations prior to any deductions being processed through the DPS. Unfortunately, you failed to return to the property to its original condition as per the Deposit Protection Services verdict, hence why the dilapidations were made and awarded.
In regards to the fireplace, your landlord instructed a clean of the chimney further to your report to the office. As confirmed to yourselves, this was the first report we received in this regard and the report was passed straight onto your landlord who instructed their own contractor to attend and rectify.
We wish you all the luck in your future tenancy.
Kind Regards
Stuart Smith (Derby) Ltd.
★★★★★ 1/5
GoogleThis is the worst agency I have come across with. Highly unprofessional people. You send the emails for months for a very important issue but they would never resolve and at the end of tenancy would charge you so much in terms of cleaning while they never gave you a clean property in first place. I wish I could give them 0 star.NegativeResponsiveness, Quality, Professionalism, Value
Usman · 12 June 2022
Agent replied · 11 June 2024
Good Morning Mr Khalil,
Regrettably we cannot find your name on our system to find out which property this relates to and, therefore, can't look into this further. If you would like to make contact we can of course look into this further for you. If you were a tenant of Stuart Smith you will be aware all deposits are registered with the Deposit Protection Service. Any deductions made would be on the agreement of the DPS, you are of course able to dispute this through the resolution service provided. It is the DPS who then award funds as they see fit.
★★★★★ 1/5
GoogleTerrible !!!
Worst Property Management you can have.
Derby Jackdaw close DE223SY …
Russ · 16 April 2025
Agent replied · 16 April 2026
Dear Russ,
We’re sorry to hear that you are unhappy with your experience. At Stuart Smith, … More
★★★★★ 5/5
GoogleHi, to any one who decides to become a landlord / rent property out, I have been with STUART SMITH SINCE 1995 they are an excellent company, they always sort any problems quickly and always keep you up to date on everything, highly …
John · 16 April 2025
★★★★★ 5/5
GoogleA great block management company who really care about people. Quick to resolve any issues and communicate exceptionally well with the owners/ occupants of the apartments. Highly recommend if you are looking for a new company to look after your apartment buildings.
Paul · 2 May 2025
★★★★★ 5/5
GoogleWe have been using Stuart Smith block management for a few years now, always been very focused and have dealt with any concerns we have had promptly and efficiently, keeping us informed throughout the process. Keep up the good work!!Highly recommend them.
Philip · 11 April 2025
★★★★★ 5/5
GoogleI've been in my Stuart Smith managed property for almost 8 years. I'm included in AGMs where leaseholders can express their views and take part in the budget-setting process for annual service charges. I've always found them easily …
Jude · 16 April 2025
★★★★★ 5/5
GoogleFor the last 4 years I have worked with Stuart Smith block management as a Director for a medium sized block of flats in Derby. During that time they have shown high levels of professionalism, responsiveness to communications and issue resolution on the site. The annual AGMs are well run and efficient. Strongly recommended as a management agent for blocks in this region.
Richard · 12 February 2024
★★★★★ 5/5
GoogleI have used Stuart Smiths for over 20 years. In this time all my experiences have been positive. They have a professional but friendly way of doing business for both landlords and tenants. …
Jim · 16 April 2025
★★★★★ 1/5
GoogleAbsolute joke, these seem to be another one of them agencies that think they are above the law by saying "No benefit claimants"
Not everybody who gets housing benefit are bad people, some are genuinely unable to work due to disabilities or caring for those with disabilities.
Jo · 13 June 2019
Agent replied · 11 June 2024
Good Morning, I wish to reassure that Stuart Smith in no way state ‘no benefit claimants’. Right to Rent and ID checks are a legal requirement as I am sure you are aware. Landlords will always select the most suitable potential tenant for their property so a credit score is part of the information they use to make their decision. Credit checks are provided free of charge to applicants. In the current rental market we really do appreciate that this is incredibly frustrating with the demand for rental properties being higher than ever. Landlords do however select their tenants for their properties upon the information provided at application.
★★★★★ 5/5
GoogleI have always found the staff at Stuart Smith easy and pleasant to deal with.
Michael · 16 April 2025
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.
