Surelet reviews

★★★★★ 1/5

Google

In around 8 years of renting, I have never met such an unprofessional group of people, incapable of basics communications, or providing even the most basic level of services. I'll start with the positive. And now onto the negative. At the outset of the tenancy, the agency did not disclose that the tenancy was only available for less than one year, even though the landlord had a date in mind for taking the property back (for school purposes). This would have meant we would not have taken the property, as the cost of moving, as well as the hassle, would have put us off. Then, at the end of the initial 6 month tenancy, the natural course of action was to move onto a periodic tenancy for the remaining 4 months that it was available for. Disgustingly, there was a charge associated with that move of £180. My eyes nearly popped out of my head. Following consultation with the Financial Ombudsmen, they clarified that it is flirting with illegality, and certainly unethical, to charge anything for moving to a periodic tenancy, as it automatically happens. There is no admin to be done! In addition, upon leaving the property, it has taken us in excess of 6 weeks to get feedback on the exit inventory check. And upon getting the itemised inventory check, we were asked to pay over 50% of our deposit. The main reasons? Despite providing receipts for professional carpet cleaning and de-fleaing, Surelet were not convinced our receipts were legitimate (yes, yes, they called us frauds!). Just to add in some flavour, we were also deducted for certain things that were not even on the inventory. For example, the requirement to clean items that were not even itemised. Lastly, and most infuriatingly, when we entered the property, the place was a mess. We raised a number of issues, including the state of the curtains. Despite this, at the end of the tenancy, we were accused of not treating the curtains well, and asked to pay for the curtains to be cleaned. Again, we had had them cleaned in any event, but were asked to pay for these to be additionally cleaned. If I could rate their service as 0 stars I would, but since I can't, I will purely state this. If you are a tenant trying to find a decent rental property, don't use these guys. They have no interest in looking out for anybody but the landlord, and repeating what I was told over the phone from Surelet's completely inept agent, Gwen, "our service is to our landlords, not the tenants". Wonderful attitude, may it serve you well.

Dan · 28 July 2019

★★★★★ 5/5

Google

Ive been renting out my property with Sure Let for the past 3 months without any issues. From the moment i engaged with Sure Let i have been made to feel like a valued customer. This my was first time renting out my house and Tom was an absolute professional. He took the time to sit down with me and explain the whole process and fully answered my questions, concerns and queries at the time and also afterwards via email. As i was moving abroad i needed to have trust in a letting agent that my house would be looked after as i wouldn't be around to check on it and after meeting with Tom i fully felt i could trust them with my property. I didnt get that feeling with several other letting agents i contacted. The communication from Sure Let has been brilliant and i couldnt have asked for more. I would (and have done) recommend SureLet to other people

Steve · 28 July 2019

★★★★★ 4/5

Google

Dealt with Sure Lettings recently and renting a property currently through them, we originally viewed a property with them which wasn't right for us, the agent who did the viewing with me was helpful and made suggestions for another property which would be available with them shortly, we arranged to view this property and loved it. We have found all of the staff helpful, a special mention goes to Alex though who has always returned my calls and replied to my emails within a suitable time.

Steve · 28 July 2019

★★★★★ 5/5

Facebook

Sarah Fisher is my property manager and she has been nothing but great help. This is my first rent from property and she and the team have always been quick to react to any problem. Thank you from Blake and Lisa 🙂

Blake · 16 March 2021

★★★★★ 5/5

Facebook

I’ve been with Surelet for many years with multiple properties, they have rented and sold them for me. Always so easy to work with and respond quickly to any issues. Special thanks to Sarah my property manager who looks after me 🤗

James · 19 February 2021

★★★★★ 1/5

Facebook

This company have so many failings it deserves a half rating only. Initially in 2015 it took over two weeks to get a response on my viewing and even then I had to chase. Upon moving the radiator took 7 months to get fixed. I had to chase. I was not even allowed to hang pictures unless there were existing pic hooks on the wall. So only 2 in living room and 1 in kitchen. Surelets loyalty should be with tenants. They don't even negotiate with landlords to see what is deemed reasonable. They took weeks often to reply to emails. The neighbours were bullying and the landlady was not interested as long as she got her money although had unhappy tenants. Surelet advised I have to sort out the drip from guttering. No ! Citizens advice tell me it's landlords responsibility not tenant. Draught and drips in windows, windows would not close properly, 3 yrs on still not sorted the stain 1 metre long on bathroom ceiling downstairs due to leak above. Did not clean carpets on moving in so I had to although I'm told they did. But carpets were filthy. Tried to get me to pay £46 to transfer from 12 monthly to month by month rolling contract. CAB state this is not necessary to pay it's just an excuse to make money from tenant. Awful unprofessional company. Have No idea on communication skills. One time they did not even knock to enter the house they came in via the back door and let themselves in when I was in the shower! Thanks to Carol sorting out my exit though it was smooth. Carol deserves to be manager she's the only one who knows what she's doing. Do not use otherwise. No point complaining to manager hes as useful as a blunt pair of rusty scissors. You'll have no say, slow to sort issues and often won't sort at all. Staff need retraining. Poor. Poor. Poor.

Tracey · 3 April 2018

★★★★★ 3/5

Facebook

Alex was brilliant and helpful in finding us a flat to rent, he provided great customer service and the paperwork was sorted quickly. BUT when it came to getting the deposit back from the old flat, the communication was difficult with some staff, all of the sudden they couldn't get hold of the landlord, and when we went to branch we were told that the person dealing with our landlord has no time for us. This is disappointing after being with the agency for over 3 years and continuing using their services.

Kinga · 9 February 2018

★★★★★ 5/5

Google

I have moved with help from Rob and Tom and have had the best experience they are extremely helpful and were there to answer any questions I had! I’ve had a lovely experience will definitely be happy to recommend!

Summer · 13 January 2026

★★★★★ 5/5

Google

Amazing staff very friendly and helpful. I dealt with Tom he was a star throughout my property search. An asset to the company

Charlie · 31 May 2023

★★★★★ 1/5

Google

In around 8 years of renting, I have never met such an unprofessional group of people, incapable of basics communications, or providing even the most basic level of services. I'll start with the positive. And now onto the negative. At the outset of the tenancy, the agency did not disclose that the tenancy was only available for less than one year, even though the landlord had a date in mind for taking the property back (for school purposes). This would have meant we would not have taken the property, as the cost of moving, as well as the hassle, would have put us off. Then, at the end of the initial 6 month tenancy, the natural course of action was to move onto a periodic tenancy for the remaining 4 months that it was available for. Disgustingly, there was a charge associated with that move of £180. My eyes nearly popped out of my head. Following consultation with the Financial Ombudsmen, they clarified that it is flirting with illegality, and certainly unethical, to charge anything for moving to a periodic tenancy, as it automatically happens. There is no admin to be done! In addition, upon leaving the property, it has taken us in excess of 6 weeks to get feedback on the exit inventory check. And upon getting the itemised inventory check, we were asked to pay over 50% of our deposit. The main reasons? Despite providing receipts for professional carpet cleaning and de-fleaing, Surelet were not convinced our receipts were legitimate (yes, yes, they called us frauds!). Just to add in some flavour, we were also deducted for certain things that were not even on the inventory. For example, the requirement to clean items that were not even itemised. Lastly, and most infuriatingly, when we entered the property, the place was a mess. We raised a number of issues, including the state of the curtains. Despite this, at the end of the tenancy, we were accused of not treating the curtains well, and asked to pay for the curtains to be cleaned. Again, we had had them cleaned in any event, but were asked to pay for these to be additionally cleaned. If I could rate their service as 0 stars I would, but since I can't, I will purely state this. If you are a tenant trying to find a decent rental property, don't use these guys. They have no interest in looking out for anybody but the landlord, and repeating what I was told over the phone from Surelet's completely inept agent, Gwen, "our service is to our landlords, not the tenants". Wonderful attitude, may it serve you well.

Dan · 31 July 2017

★★★★★ 5/5

Google

Letting agents are very helpful and communicative, made finding and renting a property easy and hassle free - especially as a first time renter. Would highly recommend. Special thanks to Tom for all his help.

William · 26 July 2024

★★★★★ 5/5

Google

We needed to let out our family home for two years as my husband's job took us to the USA. I spoke with "Sarah" at Surelet who came out that very day to look at the property and to advise us on how to proceed. She came back the following day with a family to view the house and the contracts were signed. We couldn't believe the speed and efficiency of the whole process! Surelet kept in regular contact with us, visited our property and wrote reports on it. They dealt with any issues that arose and liaised with our tenants fairly. When we were due to return home they made the process as smooth as possible, ensuring that the house had been cleaned and aired and was ready for us to come back to. I highly recommend paying for their management service, as we were spared the trouble of organising repairs or sourcing tradespeople, particularly with an 8 hour time difference. Everything was sorted out for us and Sarah gave us real peace of mind. Should we have to relocate again, I will give Sarah a ring at Surelet!

Aly · 31 July 2016

★★★★★ 5/5

Google

I have been with surelet for quite a few years now. They are continuously above the rest imho. Helpful aways courteous and just easy to deal with. Im a landlord and they just get on with everything required with no fuss perfect ! I …

Vaughan · 13 October 2025

★★★★★ 5/5

Facebook

Amazing service and couldn't thank Jemma enough for all her help through the situation I was in! Always find a way to help the customers in every way they can, so so happy, thank you again to your amazing team!

Danielle · 3 May 2017

★★★★★ 5/5

Google

Tom is absolutely amazing. He made our moving smooth and very swift. Great communication, you can contact them anytime. I highly recommend.

BENNY · 3 October 2024

★★★★★ 5/5

Facebook

We rented for 5.5 years with Surelet and had no issues. Tara was our property manager and sorted everything for us as soon as possible. Very professional and polite service.

Emma · 19 March 2021

★★★★★ 5/5

Google

I’m really pleased with SureLet. I had a couple sets of tenants pull out at the last minute, which started to put us in a difficult financial position. I reached out to SureLet for help, and on the same day, they arranged a viewing. Just three days later, I had multiple prospective tenants with offers on the property, enabling us to successfully let it out.

Jack · 6 December 2024

★★★★★ 5/5

Google

Tom, and the agency has been very helpful throughout the process, and every step of the way if I had any questions about the property they would respond the same day which was great. The whole experience from booking the viewing all the way to receiving the keys has been very smooth, and easy. Amazing communication all around!

Terézia · 16 July 2023

★★★★★ 4/5

Facebook

I have rented out my property with Surelet for 10 years. They provide an excellent management service. I don't have to deal with any issues it's all done for me. Steph is fantastic, excellent communication. Definitely recommend.

Lisa · 26 May 2016

★★★★★ 5/5

Facebook

I would highly recommend Surelet for your letting needs. Steph is very helpful and always goes out of her way to make sure any problems/concerns are dealt with swiftly. She is very polite, reassuring and informative.

Stacey · 23 June 2016

★★★★★ 1/5

Facebook

Dreadful experience over last few months! They told us shower needed replacing in the house we let through them...they found the ‘plumber’ to do it, has vibrated and made a racket since he fitted it. He’s refusing to go back, and Surelet have zero interest in it now!! Appalling customer service, have little interest in any customers, whether landlord or tenant. Remember this is a franchise...you don’t have to have qualifications, or a brain cell, to set yourself up as a letting agent. And this shoddy outfit demonstrate that very well! AVOID AT ALL COST!!!

Elaine · 22 July 2019

★★★★★ 5/5

Google

I had had no problem working with your organisation you were always there for me and my family.

Gerald · 13 March 2026

★★★★★ 1/5

Google

Spent many years in a property with this company. Mugged us off with a cleaning bill like the rest of the reviews. Never missed payments made the house what it is. Don’t bother with them.

Penny · 13 October 2025

★★★★★ 3/5

Google

I am moderately happy with Sure Lettings as a whole. However, I am very happy over the service from Sarah Fisher. Sarah has been very professional, understanding and very informative. As it stands, Sarah is the only person that I would rather have as a main contact regarding the accommodation/rent.

Darren · 21 June 2022