Every review we hold for the Diss office, from every platform, shown as written. First names only.
★★★★★ 5/5
TrustpilotTOLA is the best…
The 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 · 19 January 2024
★★★★★ 1/5
GoogleIn my decades as a tenant, I've never had a worse experience with property management. It regularly took months -- and, now, up to a year -- to resolve maintenance matters. Communication often fell by the wayside, with issues and emails getting lost and requiring follow-up multiple times each week on unresolved matters. We've been regularly told that worsening maintenance matters would be resolved "ASAP," only to have the problem -- and that same message -- persist for months.
Certain team members are kind and seemingly try their best. But my experience has been one of disrespect and neglect -- with a powerful broker banking on the fact that they can do whatever they wish to a tenant without recourse.
I would advise landlords and tenants to look elsewhere, as this service seems unequipped for property management beyond contract signing.
Adam · 17 October 2024
Agent replied · 9 December 2024
Thanks for taking the time to provide a review. As you know, we have been trying to find a solution to the problems that you have reported for some time now. As the managing agent, we provide advice and guidance to our landlords on issues reported, but can only act on their instruction in terms of arranging for work to be completed and spending money on their behalf. Where issues don't present a health and safety risk our ability to complete work without authrisation is limited. We are continuing to put your case forward and to do our best to assist you, and are providing you with regular updates, but can only act within any budget set by your landlord. Furthermore, as you know, some of the work is part of a larger plan by the freeholder planned for completion in 2025 (window replacement), or of sizable cost to the landlord, so requires more consideration.
★★★★★ 5/5
GoogleI have been using the TOLA to find tenants for a number of years and couldn't rate them more highly - I have also used the other online letting agency which seems to be the dominant one in the market but it's nowhere near as good. Cheryl who looked after my account this time, was fantastic - knowledgeable, efficient and responsive but I've dealt with other members of staff in the past - Eleanor in particular - and they have always been brilliant. The only glitch was a few years ago when I asked them to renew my EPC after I had every Victorian sash window replaced by a double glazed one and got a worse EPC than before! . It turned out, according to the tenants, that the inspector was allergic to cats, initially refused to come in and left after a couple of minutes. I complained to TOLA but to no avail!
Alkarim · 16 October 2025
★★★★★ 5/5
TrustpilotI have been using the TOLA to find…
I have been using the TOLA to find tenants for a number of years and couldn't rate them more highly - I have also used the other online letting agency which seems to be the dominant one in the market but it's nowhere near as good. Cheryl who looked after my account this time, was fantastic - knowledgeable, efficient and responsive but I've dealt with other members of staff in the past - Eleanor in particular - and they have always been brilliant. The only glitch was a few years ago when I asked them to renew my EPC after I had every Victorian sash window replaced by a double glazed one and got a worse EPC than before! . It turned out, according to the tenants, that the inspector was allergic to cats, initially refused to come in and left after a couple of minutes. I complained to TOLA but to no avail!
A · 10 October 2025
★★★★★ 5/5
TrustpilotTOLA has been a great partner…
TOLA has been a great partner supporting us with great ideas and making sure we stay on top of regulations throughout the letting journey. Special thanks to Sarah and Alex who are always very responsive to all our questions and queries. Thank you very much TOLA for an excellent service.
Olu · 22 March 2025
★★★★★ 5/5
TrustpilotTOLA are great!
The Online Letting Agents have been exceptional. It was my first time renting out my property two years ago and they have helped me through the whole process from advertising through to inventory check in/out. They have a very simple, easy to use system whereby you can do the whole process by yourself or have it part managed or fully managed by them. They have a great team that offer excellent advice, are always available to help and resolve any issues, very friendly and go out of their way to support you. Great value for money. I’m very happy to continue to use their service!
Claudine · 27 September 2025
★★★★★ 5/5
TrustpilotThe service was very professional
The service was very professional. Always someone to answer questions and rang back when they said they would. I would definitely use again.
Sharon · 26 April 2026
Agent replied · 26 May 2026
Hi Sharon. Many thanks for taking the time to leave your review, and for the feedback about the company we were using for your EPC. It's always frustrating when you work so hard to provide excellent customer service and a third party you instruct doesn't maintain that same standard. This has been duly noted, and we have decided not to use their services for EPCs moving forwards. On a positive note, we now have a new EPC provider who is very responsive and have already received some positive feedback from clients about them. Thanks again, Eleanor
★★★★★ 5/5
GoogleI have been using The Online Letting Agents since 2015 and found them to be very helpful, professional and prompt. I feel their prices are excellent value for money. They also have a wide array of services to cover most of the requirements for a landlord.
I would absolutely have no hesitation in recommending them to any one who is looking for an online letting agent.
Well done and continue the good work TOLA!
Sekkappan · 9 November 2025
★★★★★ 5/5
TrustpilotAttentive agency, good value for money
The Online Letting Agency has been an excellent letting partner to us during the last couple of years, we can’t fault the service provided, the clear communications and the value-for-money. I would definitely recommend them to any would-be landlords.
Mrs · 12 June 2025
★★★★★ 1/5
TrustpilotAbsolutely terrible
Absolutely terrible, every step of the way. Landlord reference supplied to me, when the landlord hadn't actually given one, and was refusing to give one because of a negative experience with the tenants. Offers not passed on. Floor plan produced which had huge number of mistakes - missing walls, entire rooms that don't exist. Always late, bad communication. Awful experience.
JP · 24 April 2025
Agent replied · 26 May 2026
It took you two months after The PRS ruled that we'd done nothing wrong to leave us a 1* review? We ended our relationship with you and refunded all unused services (before the complaint was even lodged) as we'd gone out of our way to help you but you simply became unreasonable and difficult to deal with. We have a fantastic and rapidly growing base of landlords who appreciate what we do.
★★★★★ 5/5
TrustpilotConsistently above and beyond service
Victoria · 17 August 2026
Agent replied · 22 September 2026
Thanks Victoria. Always lovely working with you. Eleanor, Magda and the team
★★★★★ 5/5
GoogleAfter a horrific year with another online estate agent - I moved over to TOLA and the experience could not have been more different.
From my first interaction with Eleanor and her team, the experience has been nothing short of perfect. The small team at TOLA provides the service of a small but engaged local estate agent, despite being fully online.
Eleanor went above and beyond to help out with the conclusion of my previous tenancy agreement, deposit and check out issues despite this not being part of TOLA's remit.
The tenant find process went extremely smoothly and I was pleased to see multiple offers after the first rounds of viewing. I felt I could rely on Eleanor's expertise on when would be best to put the advert live, the asking price and dealing with tenants in-situ.
The check-in and pre-tenancy arrangements were also professionally handled by Eleanor and her team.
I cannot recommend TOLA highly enough if you are a landlord wanting to avoid high street agents. Unlike other agents however, you don't deal with call centres and the small team has full accountability to deliver a good service and I know that should there be issues in the future I can rely on them to resolve it for me. Thanks again Eleanor, Helen, Alex and Sarah.
Jakrin · 22 June 2023
★★★★★ 5/5
GoogleHaving long experience within this industry, I know the difference between high professional service and the so called cow boy agency's. My experience to date has been amazing. Eleanor was my initial point of contact (also owner of the business) she convinced me to switch from another big reputable high street agency. Sarah on letting side was then my 2nd point of contact and again was always available on the phone whenever I needed to speak with someone, with a lot of agencies getting someone to take your call can be big hassle itself, also if Sarah or Eleanor were unavailable they would always call me back within few minutes. When I initially saw the high rating on trustpilot for this company I was struggling to believe this to be true however having now dealt with the company I understand why they are rated so high. I hope to have a very long relationship with this company if things carry on going uphill as they have done so far. This company has been a rare gem in a industry full of cow boy's. They are brilliant at providing a very personal service whether you are a modern customer or a old school customer, they have something for everyone I believe and the personal touch that Eleanor has developed within her company are carried by all her staff members which is very rare to find.
Also in terms of their pricing around their services whether it's contractors or other fees they are very reasonably priced within the industry which again is very hard to find considering the industry is full of exaggerated prices going through the roof.
Eleanor should be very proud of what she has developed and long may it continue.
Humayan · 22 June 2023
★★★★★ 5/5
TrustpilotProactive, professional and reassuring
Shout out to Eleanor for her positive vibes, professionalism and duty of care to her customers. Required a little assistance and she was there to sort it. It's reassuring to know that Eleanor and her team are at the end of the line if support is required. Have been a customer of TOLA for almost a decade and never felt the need to seek advice or services of another agent. Thanks again Eleanor
Stan · 22 November 2023
★★★★★ 5/5
Trustpilotvery efficient and easy to use
very efficient and easy to use. prompt response and very understanding.
Pankaj · 24 June 2026
Agent replied · 22 September 2026
Thank you for your lovely feedback Pankaj! We're so pleased to hear you found our service efficient, easy to use, and responsive. We appreciate your support!
★★★★★ 5/5
GoogleExcellent service and really easy to use. This is our first let so I called and spoke to Cherly, she went through the process with me and was very helpful. Would recommend.
Hannah · 26 July 2025
★★★★★ 5/5
TrustpilotUsed for several years and always…
Used for several years and always reliable and hekpful
Alice · 22 June 2026
Agent replied · 22 September 2026
Hi Alice. Thank you for your continued support over the years! We're delighted to hear that you've found our service reliable and helpful. Building long-term relationships with our customers means a lot to us, and we truly appreciate your trust. Thank you for taking the time to share your experience. We look forward to continuing to serve you for many years to come. 😊
★★★★★ 5/5
GoogleWe’ve been using the Online Letting Agents for years as landlords. All the staff (and particularly Eleanor) have helped us so much. They’ve given great prompt advice and support, sent us copies of documents when we needed it, challenged us sometimes in a good way when we needed it and just been all round amazing. Thank you! I’d definitely recommend them.
Shan · 7 June 2024
★★★★★ 5/5
TrustpilotHighly recommended service from a novice
My personal circumstances changed back in July 2022 meaning I had to rent my home out. As a complete novice landlord, I initially went to the typical high street agents. Their pitches were all very compelling, their prices were eye watering. Over £200-250/m for a fully managed service. I explored exactly what fully managed meant, as well as finding the excellent ‘Landlord Blog / Life’ website, full of information and guidance. Fully managed meant they took the call from the tenant, used one of their ‘approved’ suppliers to get a cost and called me seek approval to fix the problem. I can understand why some may need that service, but I certainly didn’t. I’d prefer to have the call from the tenant so I can triage the issue and then, if needed, research the best company to fix it.So my online hunting found The Online Letting Agents. With a fixed fee of a max of £55/m for their part managed service (tenant find and rent collection) it seemed a very obvious choice. Naturally apprehensive that the service would be a lower standard, I phoned and spoke to Eleanor. After a 30 minute call asking many questions, I was left feeling completely reassured. In August 2022 after just 24hrs of the Rightmove advert going live, I had my first tenant. The whole process was smooth, easy to understand and the rental income started coming in as expected. The tenants unfortunately had to early terminate and so the property went straight back online and I’m now going through the process of checks for the new tenant.The viewing request comes in the form of an email with the details of the person and some basic information, My job is simply to contact them, chat and arrange a viewing. Great way to get to know who’s going to be living in your property.I’ve called and emailed Eleanor (and some of her colleagues) several times and her response time, customer service and quality of advice is excellent. Thank you Eleanor and the rest of the team.I honestly feel like they genuinely have my back through this process.Cannot recommend enough, and why on earth anyone would pay hundreds for the same service is beyond me.
Jim · 4 February 2023
★★★★★ 5/5
TrustpilotBetter service than high street agents, without the price tag
After a horrific year with another online estate agent - I moved over to TOLA and the experience could not have been more different.From my first interaction with Eleanor and her team, the experience has been nothing short of perfect. The small team at TOLA provides the service of a small but engaged local estate agent, despite being fully online.Eleanor went above and beyond to help out with the conclusion of my previous tenancy agreement, deposit and check out issues despite this not being part of TOLA's remit. The tenant find process went extremely smoothly and I was pleased to see multiple offers after the first rounds of viewing. I felt I could rely on Eleanor's expertise on when would be best to put the advert live, the asking price and dealing with tenants in-situ. The check-in and pre-tenancy arrangements were also professionally handled by Eleanor and her team.I cannot recommend TOLA highly enough if you are a landlord wanting to avoid high street agents. Unlike other agents however, you don't deal with call centres and the small team has full accountability to deliver a good service and I know that should there be issues in the future I can rely on them to resolve it for me. Thanks again Eleanor, Helen, Alex and Sarah.
Jak · 30 September 2022
★★★★★ 5/5
TrustpilotCheryl and team absolutely fantastic
Cheryl and team absolutely fantastic. Would 100% recommend to anyone and everyone!
Tom · 15 December 2025
★★★★★ 5/5
GoogleExcellent service throughout. I have used TOLA the second time round and I highly recommend them to anyone. They will save you a lot of money and hassle and have all the services required for the various things you need to do for the tenancy. Overall comparing their price to the high street agency, one could save potentially thousands of pounds.
I haven't seen better customer services from any other high street agencies. Sarah was co-ordinating my renewal and she was extremely helpful and so prompt in answering any of my queries. Thank you so much Sarah for your help throughout the process from listing to the signing of the new Tenants.
I will definitely be recommending TOLA to all my family and friends who need to rent out their properties. Highly recommend to anyone who is reading this review.
Thank you Sarah and the TOLA team for providing such a great Service.
Omar · 22 June 2022
★★★★★ 5/5
TrustpilotExcellent service throughout
Excellent service throughout. I have used TOLA the second time round and I highly recommend them to anyone. They will save you a lot of money and hassle and have all the services required for the various things you need to do for the tenancy. Overall comparing their price to the high street agency, one could save potentially thousands of pounds. I haven't seen better customer services from any other high street agencies. Sarah was co-ordinating my renewal and she was extremely helpful and so prompt in answering any of my queries. Thank you so much Sarah for your help throughout the process from listing to the signing of the new Tenants. I will definitely be recommending TOLA to all my family and friends who need to rent out their properties. Highly recommend to anyone who is reading this review. Thank you Sarah and the TOLA team for providing such a great Service.
Omar · 24 May 2022
★★★★★ 5/5
GoogleWe have been blown away by the quality and speed of services provided by TOLA. We highly recommend their services. We live overseas and TOLA manages our two rental properties in central London - from finding new tenants, tenancy agreements, organising check in/out, arranging for any repairs/replacements needed and helping us to ensure we are meeting all landlord requirements. Eleanor and the team are very professional, thorough and easy to work with. Would highly recommend their services.
Leanne · 22 June 2022
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.
