Trusted Agent profile · East Sussex
★★★★★
395 reviews across 1 platform
119-120 Western Road, Brighton, East Sussex, BN1 2AD
Leaders Sales's office in East Sussex, at 119-120 Western Road, is rated 4.2 out of 5 across 395 reviews on 1 platform, including 395 Google reviews rated 4.2.
Every review we hold for the East Sussex office, from every platform, shown as written. First names only.
5/5
GoogleJohn was a delight, quick, super nice and very helpful
Dear Davina Shefet 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
GoogleWe have used Leaders as our property managers for several years and couldn't be happier than with out current personal manager Rebecca Jones
5/5
GoogleJosh was so helpful with our letting queries .. he is a credit to Leaders and went out of his way to ensure we understood the complexities of letting processes.
Hi Susan Lindsey, 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 Leaders Estate Agents Western Road
5/5
GoogleLeaders Western Road are nothing but exceptional. Josh Adams has been an absolute gem whenever I've spoken to him, he's always been extremely attentive and professional regardless of my asks.
Hi Joshua Willard, Thank you for taking the time to review your recent experience with our Leaders Estate Agents Western Road branch. It's pleasing that we could provide you with a positive experience. Don't hesitate to be in touch if you require anything further. Kind regards Customer Relations Team
5/5
GoogleI just wanted to leave a thank you for Namphet in your Lettings department. She worked very hard to achieve a good check out result for me recently. She was very sympathetic to my situation and extremely professional throughout.
Dear Carole Moore 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
1/5
GoogleMoney grabbing cowboys. Avoid at all costs. They'll attempt to charge a full clean against your deposit even if you've had the house and carpets professionally cleaned. Poorly maintained properties without a care for safety- check your smoke alarms (ours had a "replace by" date of 2015 but was still in use in 2019) and the 15 year old fridge freezer was dangerously hot at the back.NegativeQuality, Professionalism, Value
Dear Alice We appreciate your feedback and thank you for taking the time to let us know about your experience. We strive for nothing less than excellent service, and we always take it very seriously when we hear of any dissatisfaction from our customers. We are sorry we did not meet your expectation in this instance. Kind regards, Customer Care Team
5/5
GoogleLuke and Kay were great in helping me buy my flat :)
Dear Ben 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
1/5
GoogleAVOID! Absolutely disgusting luck of communication. Gave them notice, left property they asked where keys were. Thats it. Two months later asking for rent payments as they didnt accept notice and didnt inform us! House in disrepair, carpet bugs and leaking ceiling. Mould, failure to fix things properly. Oh and they dont deal with repairs even tho its stated in contract that they can be contacted in this regard. Avoid agencies, especially this whole company. Complete shambles and professional negligence.NegativeResponsiveness, Quality, Professionalism, Value
Hi Mari, thank you for taking the time to let us know about your experience with our Western Road office. We strive for nothing less than excellent service, and are concerned by your feedback. If you are willing to provide more details about the service you have received please email us at customerrelations@lrg.co.uk and we can look into this further for you. Thank you from the Customer Service Team.
1/5
GoogleAn unethical company whose business model is levying excess fees and withholding deposits. Moving in was fine, but during our tenancy we would get no help from the agents in contacting the landlord, and moving out was an absolute nightmare. We spent nearly a year in flat with a broken fridge and front window, which were never fixed despite promises. On moving out, I had to leave more than 5 messages for our agent who never returned the calls to discuss the moving out process, then tried to charge us extra fees afterwards for not following instructions never given to us. This is the kind of place that gives letting agents a bad name. I’ve never had such a negative experience with property managers as I did our year with Leaders.
Hi Jessica, We are saddened to see that our team in Western Road have received a low star rating following your experience with them, if you could provide more information to us we would like to know if there is anything we can do to improve your experience and if necessary refine our services moving forward . Please reach out to us via email at customerrelations@lrg.co.uk as we would be more than happy to discuss this with you. Kind regards, Hannah - Customer Relations Team
2/5
GoogleWhilst our property we have been let is in major need of love and attention as nothing had been cleaned or repaired after the previous tenants had moved out (which is why we have given 2 stars) Nikki, our property maintenance manager within leaders has gone above and beyond to help us get all the repairs and the deep clean done, she is the diamond in the rough at this company, after we moved in we landed at her feet for help, she has been the only person at leaders who myself and my partner actually trust. We do hope to rent this property for a very long time and hopefully with more people like Nikki leading the way the companies reputation will get better.
Hi Steven we’re saddened to hear that you’ve been unhappy with the condition of the property since moving in, viewings are undertaken as part of the letting process which provide any interested applicants the chance to look at the property and put forward requests for works they wish to be undertaken as part of any offer for the property; we understand on this occasion no works were requested by yourself. It’s disappointing for us that your tenancy hasn’t gotten off to the smooth start we hope for as we always want to offer as much assistance and support as possible, we’re pleased to hear that despite the issues at the property how helpful Nikki has been in resolving them, we’re confident that moving forward she can continue to deliver such a great service and hopefully in doing so is able to restore some faith in us. Should you wish to discuss this further then please contact us on 01344758596. Kind Regards, Leaders
5/5
GoogleThank Jason for sorting out our issues quickly and efficiently in such a professional manner, truly great customer servivePositiveResponsiveness, Quality, Professionalism
Hi Jason, thank you so much for the positive review about the service you received from Jason, it is appreciated. Kind regards Customer Care Team
5/5
GoogleWe have just rented a flat in Hove and we are very happy with the process. Nick was brilliant and made the move incredibly easy for us.PositiveProfessionalism
Dear, Naiara Glendora, we are very happy we could provide you with a positive customer experience. Kind regards Customer Care Team
5/5
GoogleEleri was wonderful throughout the entire process. She was professional, friendly and offered great insights into the properties she was showing - ensuring that I was aware of all the relevant information relating to the property. 10/10
Thanks for taking the time to leave a review and also for praising Eleri, we are really lucky to have some of the best staff in the industry. We hope you are enjoying your new home.
5/5
GoogleI cannot recommend the Team of Gary Copleston, Kerrie Knight and Christopher McDonald at New Rd highly enough. Time and time again at renewal they have obtained professional tenants for my property which has been let seamlessly under their stewardship and whenever difficulties have arisen they have all gotten involved in successfully resolving any such issues with great professionalism and personal care and most importantly humour! - thank you. R LewisPositiveResponsiveness, Quality, Professionalism, Value
Dear Roy Thank you for the great review of our team at Leaders Estate Agents Western Road team. It’s fantastic to hear that we could provide you with a professional and caring service that you were happy with. Kind regards Customer Care Team
5/5
GoogleWe had very good support again this year 2020/21 despite the considerable organisational difficulties created by the pandemic. Communication was well-managed in the circumstances, and the tenancy was well arranged and supervised, with due regard to the needs of both tenant and landlord. Leaders always find tenants quickly for us and Leaders staff are helpful and responsive. We have worked with Leaders for over 15 years and we have always had a good service.
Hi Chris, many thanks for taking the time to leave a review. We are delighted you have been happy with the service and have been with us for nearly 15 years. It shows that our Western Road branch are getting it right which is great. We will be sure to pass your kind comments onto the branch and thank you for your continued custom.
5/5
GoogleAmazing team very helpful great communication no stress with my moving
Hi, Christina Christofi! Thanks for the great review! All the best, Customer Relations Team
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!!!!!
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
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 !!
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.
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.
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.
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
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 :)
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
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 Page, we're happy you found our staff to be so supportive during your experience here at Leaders Estate Agents Western Road.
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.
Leaders Sales's East Sussex office has 395 reviews across 1 platform: 395 on Google.
Leaders Sales East Sussex is rated 4.2 out of 5 across all 395 reviews, and 4.2 out of 5 on Google from 395 reviews.
Leaders Sales East Sussex, 119-120 Western Road, Brighton, East Sussex, BN1 2AD.
