Every review we hold for the Diss office, from every platform, shown as written. First names only.
★★★★★ 5/5
TrustpilotExcellent Service.
I used this company for the letting of a flat 3 years ago, and I used them again recently. 5 stars both times. I had previously used an online competitor, who were cheaper with a better website, but TOLA has much better human support than OR. OR good if all goes smoothly and you have no problems, TOLA better if you need the human touch.
Andy · 25 August 2026
Agent replied · 22 September 2026
Hi Andy. Thank you so much for the lovely review, and for choosing to use us again three years later! We’re really pleased you’ve had a 5-star experience both times. Providing friendly, knowledgeable and genuinely helpful support is really important to us, so it’s great to hear that this made a difference. We really appreciate your continued support and hope we can help you again in the future! Magda and the team
★★★★★ 5/5
TrustpilotThis company was highly reccomended to…
This company was highly reccomended to me. They were very efficient, helpful and dealt with all aspects of the process very quickly. Updated me at every stage. It was an absolute pleasure using their services from start to finish. I felt like a valued client. Found me 2 new tenants very quickly and dealt with references, credit checks etc. Oh and very competitive. Would reccomend them very highly. Liz Cockerill
Liz · 1 June 2026
Agent replied · 22 September 2026
Hi Liz,
Always great to hear that we have been recommended to a new client, and thank you so much for your wonderful review and kind recommendation to others.
We are delighted to hear that you were happy with the service you received and that you felt informed and supported throughout the entire process.
Finding suitable tenants quickly while ensuring all referencing and credit checks are completed thoroughly is something we take great pride in, so it's fantastic to know that our efforts made a positive difference. We always strive to make every client feel valued, and your feedback reassures us that we're achieving that goal.
Thank you again for choosing us and for taking the time to share your experience. We truly appreciate your support and look forward to assisting you again in the future.
Best regards,
Eleanor
★★★★★ 5/5
TrustpilotHighly recommend the online letting agency
We have used this company for over 5 years. Their service and knowledge is excellent. They are helpful and quick to respond to any requests. We are selling our rental property and right up to the end of our relationship with them they are supportive and professional. I would highly recommend them. If I have another letting property in the future, I would go straight to them!
Paul · 30 May 2026
Agent replied · 22 September 2026
Hi Paul.
Thank you so much for your kind words and for trusting us with your property for over 5 years. It has been a pleasure working with you, and we truly appreciate your loyalty and support throughout that time.
We’re especially grateful for your comments about our responsiveness, professionalism and support during the sale of your rental property. Providing a reliable and personal service from start to finish is something we take great pride in.
While we’re sorry to see you go, and wish you all the very best for the future. And if you do invest in another letting property down the line, we’d be delighted to work with you again.
★★★★★ 5/5
GoogleI would highly recommend The Online Letting Agents; they are very efficient, keeping good lines of communication open to get the job done. I like the fact that you can pick and choose the services that you require... great if you're a hands-on Landlord but also great if you're not, as they cover all bases. Their rates are excellent value for money too. Eleanor was exceptional in her knowledge & professionalism. They found me 2 fabulous tenants, the process was very smooth & I am delighted all-round with the excellent service they provide.
Laura · 16 September 2025
★★★★★ 5/5
TrustpilotDelighted. Cannot recommend more.
I have only just found the online letting agents and I am delighted. I just needed a new contract for a change of tenants. It was so easy and quick compared to using a letting agent. I will be getting all my contracts done by them moving forward.
Katie · 8 September 2026
Agent replied · 22 September 2026
Hi Katie. Thank you so much for your lovely review! We’re really pleased to hear that you found the process so easy and straightforward. It was a pleasure helping with your change of tenants, and we look forward to assisting you with your future contracts too. Thanks again for choosing The Online Letting Agents!
★★★★★ 1/5
GoogleMy experience with this agency left much to be desired. Despite expressing genuine interest in a property and providing all necessary information, communication was severely lacking. Calls went unanswered, and promises of follow-up were unfulfilled, leaving us feeling ignored and undervalued as potential tenants.
Moreover, the handling of our credit reference application was disappointing. Despite being prepared to offer excellent references, we were swiftly dismissed without a fair assessment. This lack of consideration for our circumstances was disheartening.
Additionally, the inconsistency in rental pricing was concerning. It's disappointing to see a focus on profit margins rather than fair and transparent dealings with tenants.
In conclusion, while I had hoped for a positive experience with the Online Letting Agents, the lack of professionalism and communication left me feeling disillusioned. I would advise others to approach their services with caution.
Carola · 22 April 2024
Agent replied · 21 June 2024
Hi Carola,
Thank you for your feedback, I understand Eleanor from our office has already reached out to you.
Unfortunately, we only provided advertising services for this property and the landlord was doing everything else including all communications, referencing and contracts etc. We literelly just provide them with potential tenant leads.
Of course we still expect anyone using our advertising only service to adhere to a certain level of customer service. We have initiated an investigation and I can assure you we will be providing feedback to this landlord, and if they don't adhere to it they will need to find a new advertising agent.
Apologies for the experience you received from this landlord, it's not acceptable.
Kind regards,
Simon.
★★★★★ 5/5
GoogleI am very satisfied with the service received from TOLA especially Sarah. I have managed to get my property on rent after a month and this was only possible through the great team at TOLA that offer excellent advice, are very friendly, always available to help and resolve any issues and go out of their way to support you. Great value for money. Highly recommend.
S · 16 November 2025
★★★★★ 5/5
TrustpilotFirst time landlord
I’m a first time landlord and decided to go with The Online Letting Agents because of their great reviews. Magda was very helpful when I first contacted them to find out more information. Within 4 weeks my apartment has been rented out! Sarah helped me with my advert and I used their viewing service to show the prospective tenants around. Sarah has been excellent. She is always available to answer any questions. It is early days with regards to the tenancy but so far I can totally recommend The Online Letting Agents.
KT · 25 March 2025
★★★★★ 5/5
TrustpilotService excellence
As always The Online Letting Agents (TOLA) delivered. I had a record number of quality enquiries resulting in the property being let within 48 hours. Throughout the process both the service and support from the TOLA staff was excellent.
Peter · 15 July 2026
Agent replied · 22 September 2026
Hi Peter.
Thank you for your continued support and for taking the time to leave such a fantastic review.
We're delighted to hear that your property was let so quicky. It's great to know that our team provided the service and support you've come to expect throughout the process.
We really appreciate your continued trust in TOLA and look forward to helping you again with your next let.
Best wishes
Eleanor & the Team
★★★★★ 1/5
TrustpilotDim youngsters left alone to man the office
I paid them nearly £350 on a Friday and they didn't advertise it at all over the weekend. There was a dim girl / boy in the office alone till 2pm on Saturday who said she/ he wasn't very good at tech and coudn't get it onto Rightmove so I gave up and asked for a refund.
JanT · 24 June 2024
Agent replied · 24 August 2024
Hi Jan, Thank you for your extremely rude review. We do not have any youngsters working here, we have fully trained letting agents with years of experience. The person you spoke to is very professional and has a very different story to tell on your interaction. It was explained to you that there was a system issue with Rightmove and that we unfortunately couldn't take your property live until that issue was resolved on Monday when they were open. As you didn't want to wait, you requested a refund which we were very happy to process the next working day. I note with great interest that your property seems to have been listed with several other agents in quick succession too and you've left several one star reviews for them as well... Maybe the common denominator isn't the agents?
★★★★★ 5/5
TrustpilotFinally 5 Star Service
I have had a few letting agents over the years and finally I have found one who is totally on the ball. After a call with Eleanor it was like a dream, Transfered from another agent in 4 days smooth as silk, Everything answered super quick. Eleanor in my opinion is better than 5 star. All the team I have dealt with so far seem to be super focused, So my advice to you is dont delay Join Today
Richard · 9 April 2026
★★★★★ 5/5
TrustpilotThe Online Letting Agents were…
The Online Letting Agents were èxcellent in helping me secure tenants and navigating through various obstacles along the way. I could not have done it without them and recommend them without hesitation.
Virginia · 6 July 2026
Agent replied · 22 September 2026
Hi Virginia. Thank you so much for your wonderful review and recommendation. We're delighted to hear that we could help you secure tenants and support you through the challenges along the way. Our team is always here to make the letting process as smooth and stress-free as possible, so it's great to know we made a difference. We really appreciate your kind words and look forward to helping you again in the future. Best wishes, Magda
★★★★★ 5/5
TrustpilotExcellent
I have been using the Online Letting Agency for many years and they have always been extremely knowledgeable, helpful, efficient and friendly. I would recommend them without hesitation.
Catharine · 23 July 2026
Agent replied · 22 September 2026
Hi Catharine
Building long-term relationships with our landlords is something we really value, so it's wonderful to know we've continued to meet your expectations.
Thank you for your recommendation, it means a great deal to all of us at TOLA. We look forward to helping you again in the future.
Take care,
Eleanor & the team
★★★★★ 5/5
GoogleExcellent service, very professional. Response to enquiries is rapid and it is great to get both text and email confirmation of potential tenants. Made letting my property very easy. I opt for contract e-sign off and references. If you to talk to a person the phone is answered and you can discuss your property details with a person if required.
Highly recommended. Much better than using a letting company.
Anne · 19 March 2026
★★★★★ 5/5
GoogleWithout doubt the best letting agent I’ve ever used. Seriously impressed by the service, and incredibly good value compared to using a high street agent. Both Eleanor and Magda were a pleasure to deal with, and offered me great advice over the phone and on email, and were very easy to get ahold of. I will definitely just be using TOLA from now on, and couldn’t recommend them highly enough!
Steve · 24 September 2024
★★★★★ 5/5
GoogleJust wanted to say a massive thank you to Toby who I spoke to the other day . I had found out earlier the day that I was being evicted from my property and was very scared as I have 2 kids . He helped me locate a property which was brilliant for me and helped me get a viewing there . I even ended the call smiling and relaxed
I have recommended to my friends to use you to help them get a property because you make everything easier and relaxing for us.
Ryan · 22 June 2020
Agent replied · 21 June 2024
Hi Ryan, Thank you for your kind words, I've let Toby know.
Hope all goes well with the viewing.
★★★★★ 5/5
TrustpilotThe best letting agent I’ve ever used…
Without doubt the best letting agent I’ve ever used. Seriously impressed by the service, and incredibly good value compared to using a high street agent. Both Eleanor and Magda were a pleasure to deal with, and offered me great advice over the phone and on email, and were very easy to get ahold of. I will definitely just be using TOLA from now on, and couldn’t recommend them highly enough!
Steve · 4 September 2024
★★★★★ 5/5
GoogleI have instructed TOLA on several occasions over the years and have found their service to be flawless on every occasion. Eleanor and her team are excellent. Magda oversaw the administration of the latest instruction. The service received was second to none. Throughout the process Magda was available to discuss, explain and reassure certain questions, queries and concerns posed to the her. All communication was clear, prompt, professional and friendly. Once again, I cannot recommend The Online Letting Agents enough.PositiveResponsiveness, Quality, Professionalism, Value
Stan · 26 February 2024
★★★★★ 1/5
GoogleThis company took over management of a property that I rent - I haven't troubled them with any of the multitude of problems, other than requesting a plumber to be sent out to check on an issue - 2 days later an electrician arrived. Pan forwards 4 months, no plumber has ever arrived and I get an email from this lot saying that 'despite their best efforts' they have still been unable to arrange a visit! To rub salt in the wound they are constantly texting me requesting rent for a completely different address - presumably this is where the plumber has been for the last 3 months. Best avoided.
Jackson · 25 November 2024
Agent replied · 9 December 2024
Hi Jackson, thank you for your review. We only provide rent and contractual services for this property I'm afraid. The landlord is reponsible for maintenance and should be contacted directly. We're aware of some of the maintenance issues and are trying to help tenants and the landlord get these resolved in a timely manner. The text messages are truncated (3 instead of Flat 3) due to text message space, you are underpaying each month, we have sent an email previously explaining. I did just try and call to explain everything but it just rang out. Kind Regards, Simon.
★★★★★ 1/5
TrustpilotFlat was uninhabitable for 3 months and no compensation, no apology
We were tenants for 3 years with this agency and their treatment of us was so bad that we moved house. The problems are almost too numerous to details, but a quick selection: the bathroom ceiling fell through becuase of a leak from the flat above (which we had flagged consistently for over a year, and they had assured us it had been fixed and all was sound). However, whilst the issue wasn't their fault (though their negligence would have caused serious injury if someone had been in the bathroom when it happened), it was the manner in which they dealt with it that was quite extraordinarily unprofessional. They didn't fix it for over 3 months. All the while refusing to apologise for delay and insisting they would not give us any compensation for the fact we had no usable bathroom for this period: I had to move out and stay with friends for most of this period - they tried to say we could still use it, even though there was loose masonry still falling down periodically and exposed electrical wiring and lights hanging down into where the shower was. They became very aggressive and rude towards us when we tried to ask them to fix it. This was the final straw that made us decide to move out, in fact, and guess what, they arranged to have it fixed the day we moved out so they could get new tenants in.Another time, the boiler broke and we were without hot water or heating in Winter for 6 weeks. They offered us no reparations, which would be normal in this instance (the issue with the boiler was actually very simple, but they just took 6 weeks to actually get someone out to fix it!).Then the electricity in my flatmate's room blew so she had no heating or light for 7 weeks - again, in Winter! All they needed to do was get an electrician to come and change a fuse (we even offered to do it, but they wouldn't let us because of liabliity). How did it take 7 weeks to get an electrician out? Again, no apology, no compensation. Now I'm listing this, I can't believe we put up with it so long.There was also a hole in the deck area which took them 4 months to fix, meaning we couldn't use the deck for that period because it wasn't sound.The final blow was the cheek they had to try and claim we had caused various bits of small damage to the flat and contents that was there when we moved in, and to take it out of our deposit - things that were actually in the check-in inventory, and that we also had our own photos as back-up evidence. We thought it was just an oversight, so corrected them, but they got really nasty and we ended up having to submit a complaint to the deposit protection agency to sort it out.I hope my very long review above will encourage people to think twice about using this agency - I know it's so easy to dismiss really poor reviews as the result of someone being angry over a petty incident, but I honestly was so upset by the whole matter, and just completely shocked they think it's ok to treat people like that. The sad thing is that we had essentially no power to fight back at them because we don't have the time or money to get lawyers etc, and they take advantage of the fact that it's so hard to find a good place to rent in London, and so people are desperate.
JennyT · 15 November 2019
Agent replied · 24 August 2024
I must admit, I'm a little confused by your review. While I know the property you are referring to, the details you have given are extremely misleading and do not in any way represent the truth of the situation. As with any older property there are always issues, but you've exaggerated and embellished things beyond recognition, and seem to have purposely omitted certain details. There was never anybody at this property called Jenny, so I'm assuming this is a pseudonym.BATHROOMSThere are two bathrooms in the property, the main bathroom was absolutely fine so for you to say you had "no usable bathroom" is entirely untrue. The ensuite ceiling in H's room collapsed because of a leak from the council property above. There were no previous indications this was a long term or ongoing leak. If this had been the case, the ceiling would have been stained and constantly wet, which it wasn't. There was a large leak one day from the flat above and the plasterboard ceiling gave way. You are right that if someone was in there they could have been injured, however this would be something that would have been beyond anyone's control as the leak and subsequent ceiling collapse was entirely unexpected.I'm not quite sure why you say "I had to move out and stay with friends" as this wasn't your bedroom or ensuite? You had a perfectly working main bathroom to use.Only the council could fix the leak in their property and the ceiling in the ensuite couldn't be replaced until that was complete. Their timescales for repair were entirely out of our control. You were fully aware of what a nightmare ordeal that became! It took a very long time for the council to finally fix the leak. We were chasing almost every other day and made several complaints until it was resolved. In fact it took them from 7/6 till the 7/8 to confirm the leak had been fixed. Once confirmed our plasterer wanted to replace the ceiling on the 17/8 but was told this was not convenient by the person who's room it was, and that they wanted it done on move-out day, which it was.For the record, I personally apologised to the person who's room it was many times. The time it took to get this sorted with the council was absolutely ridiculous. The tenant who's room it was DID receive generous compensation as the length of time he was without an ensuite was completely unacceptable. For you to say otherwise is entirely untrue.BOILER FAILUREAgain, your recount of this situation is entirely untrue. Your boiler failed on the 25/9 and it became clear that it was beyond economical repair on the 27/9. You therefore had a new one installed on 5/10... that's just 11 days in total to get a new boiler installed! Of those 11 days, several days were wasted because you didn't call BG back to organise access. In other words, a new boiler was approved and installed in approx 7 days if we exclude the delays introduced by yourselves... I'm not quite sure how you can call a boiler replacement a "very simple" issue!BEDROOM LIGHTThe heating is from a gas boiler radiator and had nothing to do with the electricity supply. This was an issue with the main light in the bedroom; everything else worked fine including the sockets and heating. We assigned the call within a day but the electrician dropped the ball on this one, admittedly so did we for not chasing more regularly. This took 6 weeks to fix in the end and was nothing to do with a simple fuse. Again I apologised to this tenant (not you) for how long it took.DECKINGThere were 3 decking boards that had a bit of rot (about 10-20 cm long) along the edge of the decked area. Your comment "we couldn't use the deck for that period because it wasn't sound" is a huge exaggeration. The landlord agreed to have the 3 boards replaced as part of normal routine maintenance at a later date.DEPOSIT CLAIMThe landlord decides what to claim for, not us, and their decision is based on the third party inventory evidence. There is always a bit of negotiation until neither party wants to budge anymore. In the end we submitted a small claim of £130 for top up cleaning as you failed to return the property as found, and a fridge shelf which was cracked during your tenancy. Hardly excessive! We won by default as you failed to submit any evidence to support your position.GENERALYou have the right to leave a review of course and we have a right to respond. I'm sure readers of your review and our response will see that there are two sides to every story.We've never been unprofessional to you in any way even though you were very difficult to deal with at times, and I'm sorry that you feel that way. There were several issues at the property during your tenure but they were fixed in a structured way based on priority, as they would be if you owned the property yourself.The idea that every agent/landlord should fix every single issue as a priority is simply unrealistic. Of course we try to resolve every issue as promptly as possible, but maintenance is always a juggling act between cost and urgency; landlords are not bottomless pits of money and not everything is going to be fixed straight away unless it's a priority. We have to act in the best interest of both the landlord and tenant. It's not always easy to keep both parties happy, particularly if work required is very extensive, such as a complete boiler replacement, or if it is subject to another party completing work before reparations can commence (in some cases via an insurance claim), such as the leak from the flat above.
★★★★★ 5/5
GoogleI recently had an unfortunate experience in using an online competitor that previously I had no issue with. However, when it came to using the Online Letting Agents, it was like a breath of fresh air. A bespoke arrangement, catered to my particular needs, all done swiftly within 7 days. The level of advice, support, prompt contact and execution put them into another league. Will happily use again. Thoroughly recommended.
Steve · 16 February 2026
★★★★★ 5/5
TrustpilotSevice second to none
I have instructed TOLA on several occasions over the years and have found their service to be flawless on every occasion. Eleanor and her team are excellent. Magda oversaw the administration of the latest instruction. The service received was second to none. Throughout the process Magda was available to discuss, explain and reassure certain questions, queries and concerns posed to the her. All communication was clear, prompt, professional and friendly. Once again, I cannot recommend The Online Letting Agents enough.
Stan · 3 February 2024
★★★★★ 5/5
GoogleThe Online Letting Agency has been helping me to rent and manage my flat over the last 8 years. I have nothing but praise for them as they have always been vey profesional, efficient and quick. They are excellent at communicating and keeping both me and my tenants well informed. Everybody who works for them is always very polite and helpful. On top of this their prices are very competitive.
I can highly recommend TOLA to anybody looking for help with renting or managing their properties.
Paulina
Paulina · 23 January 2024
★★★★★ 5/5
TrustpilotGold standard in letting
I used TOLA after my current local agent let me down in December. The service, professionalism, and responsiveness has been above and beyond excellent. Eleanor and Sarah have been a joy to work with even during the Christmas holiday period and within a matter of days I had 3 offers on my apartment. I am a professional landlord and have used many other agents before both local and online and TOLA have set the standard that other agents should strive for. I have already transferred a second property to them and again the service so far has been faultless! Thanks Tola!
Marc · 19 January 2024
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.
