Every review we hold for the Guildford office, from every platform, shown as written. First names only.
★★★★★ 1/5
GoogleI don't normally write reviews, but unfortunately I had to. Avoid this place like a plague (Guildford high street branch). You'll get an amazing customer service until your offer is secured and everything then spirals downhill. You become a tenant and your concerns are no longer taken seriously. I only wish I had read the reviews on here!!
I repeatedly raised my concerns about dampness and condensation in the rooms and was told to just keep the windows open!! Six weeks later and it’s just getting worst and worst! Why take my ‘relatively high’ rent when I have to put up with sleeping in a room like this? (pics below). You don’t need a science degree to understand how dampness can have a horrible effect on your health.
Not only that, it’s getting very cold and the heating system is very poor in the house! I was told they’ll send a plumber to fix this, for which I had taken time off work to be in the property to find out that he’s a handyman and isn't equipped to do anything about this! It’s been 6 weeks since I raised this issue.
Lastly, nothing screams out ‘We Don’t Care’ like a wrong out-of-hours number. In case of an urgent maintenance matter you’ll find that you’ll have to sort it out yourself even though the property is ‘fully managed’ by them. What does it take to put a correct number on the pre-recorded message?!
Extremely disappointed to say the least.
Anna · 18 June 2020
Agent replied · 17 June 2024
Hi May, our apologies we haven’t been able to respond to this sooner. Thank you for taking the time to leave your feedback. It's good to hear that you received such great service from the letting team at Guildford but are sorry that you have not received the same excellent service from the property management team after moving in. We always want to provide as much assistance and support as possible to our tenants especially if any maintenance issues and it’s disappointing we haven’t been able to do this for you. We’d really like to speak with you about this so we can investigate these issues and address them with you directly, we would ask if you’re willing to do so that you reach out to us on 01344758596 or alternatively write to us at customerservice@leaders.co.uk. Kind Regards, Leaders
★★★★★ 1/5
GoogleThese are some photographs of a poorly kept room a landlord keeps via Leaders.
Unfortunately Leaders have not stepped in in order to rectify the situation and simply act as a go-between. It would be nice if they could step up to the mark and actively manage their properties. Please note these pictures were taken at arrival of the property which the landlord has declined to rectify the mould from a faulty window!
Shocking to see Leaders have pulled down the evidence pictures I had uploaded. People deserve to see how irresponsible this company is. Whilst certain tenants will have a hassle free tenancy, there are a fair few who do not! Very poor and deceitful
Mahesh · 18 June 2020
Agent replied · 17 June 2024
Hi Mahesh, thank you for taking the time to let us know about your recent experience. We are disappointed to hear that you are not satisfied. We pride ourselves on providing our tenants with the highest level of assistance throughout their tenancy, particularly if any maintenance issues arise, so it is disappointing to hear that you haven't received this. We are keen to look into this further to see where we can improve, please get in touch with customerservice@leaders.co.uk with your full name and the address of the property so we can investigate the matter.
★★★★★ 5/5
GoogleLucy Skinner couldn’t of been more helpful with my moving in process. From the very beginning she was informative and went out her way to make the process as easy possible, replying almost immediately to every email, being informative and friendly at the same time which put me at ease in a usually very stressful situation. Couldn’t recommend more.
Rubi · 18 June 2023
Agent replied · 17 June 2024
Dear Rubi
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
GoogleLucy supported us through the pre-move admin really well. She was very responsive and kept us up to date on what was going on.
Since moving into the property, Larissa, our property manager, has been great! We’ve made a few requests and she’s taken them all to the landlord and has kept us promptly up to date.
Very satisfied!
Laura · 18 June 2023
Agent replied · 17 June 2024
Dear Laura
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
GooglePersonally I am very happy with Leaders. Ms Sophie Burgess from Leaders was very helpful and friendly. She understands the tenants accommodation requirement perfectly. She addressed all my queries efficiently and was available for any kind of assistance that I needed. For next house hunt my first choice will be Leaders due to the service provided by Ms Burgess.
Rishi · 18 June 2023
Agent replied · 17 June 2024
Dear Rishi
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
GoogleLeaders have been amazing at helping me and my flatmates find a property, especially their employee Jade. Not only did she help us find a stunning house, she went above and beyond and let us see it within hours. The process and response time was very efficient and she was willing to answer any questions we had. We will definitely be going back to leaders and Jade in the next academic year.PositiveResponsiveness, Quality, Professionalism, Value
Eleanor · 18 June 2021
Agent replied · 17 June 2024
Hello Eleanor Kilvington
Thank you for your review! We love to receive positive reviews after customers have had great experiences with us.
Many thanks
Customer Relations Team
★★★★★ 5/5
GoogleI have been letting my properties through Leaders for over 15 years now and have always had excellent customer service from the Lettings team. Larissa Hall in Property Management, has always been professional, and quick to respond to queries with great efficiency and care.
Lesley · 18 April 2024
Agent replied · 17 June 2024
Dear Lesley N
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
GoogleThe Guildford brunch team is extremely unprofessional. People showing the apartments do not care about other tenants in the building. It is normal that the front door will be left open (they do not care about someone else's property). They leave post on someone else's staircase, block the entrance and fire escape (the pile of post is a year and half old...). I won't even comment about the annoying letting agency sign which is attached to the porch roof above the main entrance at head height...
Agnieszka · 19 June 2019
Agent replied · 17 June 2024
Hi Agnieszka, thank you for taking the time to let us know about your recent experience with the team at Leaders Guildford, we are saddened to read of the negative experience that you have had. We would really like to address your issues with you directly and would be really grateful if you could get in touch with the branch manager Stephen Batterbury on 01483 455990 at your earliest convenience by doing so this will allow us the chance to find out which property this is in relation to but also to attempt to turn your experience into a more positive one. Kind Regards, Leaders
★★★★★ 1/5
GoogleCurrently on day 2 of having no heating or hot water during the coldest days of winter so far! Called to report no heating as soon as it stopped working and was advised there was nothing that could be done as
everyone was having boiler issues! I requested maybe they could provider us with a heater of some kind (still haven't received anything!!), We did manage to get an engineer out who then had to get parts so still in freezing cold house with no hot water, and no sign of the electric heater or an offer to pay for a B&B. Literally just left to freeze!!
This is just one of the many issues we have had. We are currently on our 2nd year in the property and the list of repairs that should have been fixed before we moved in have still not been fixed (a list we were only given on the day we picked up the keys to move in!)
Every inspection we have seems to be pointless other than being told how clean our house is! the items we raise get listed and nothing happens, EVER! I would love to deal directly with our landlord as i have in previous properties as at the moment i don't think he is aware of any problems. For the whole time we have lived here the toilet has leaked and is making the floor moldy and rot away - this was brought up over a year ago, i'm fairly certain the landlord would want that repaired and not have his property left to rot?!
Sam · 19 June 2019
Agent replied · 17 June 2024
Hi Sam, we’re saddened to learn of the negative experience that you have had with us throughout your tenancy, our apologies we have not been able to respond to this review sooner, Angela Damon the Head of Property Management did attempt to call you after receiving this review and left you several messages in the hopes to discuss this but sadly was unable to make contact with you. We pride ourselves on providing our tenants with the highest level of assistance throughout their experience with us particularly if any maintenance issues arise, so it’s a shame for us to hear that you feel you hadn’t received this. Due to the extremely cold weather at the end of January we can appreciate how disappointing it must have been for you to experience issues with the heating and hot water. It can be evidenced that on the day this was reported that Elisa your property manager instructed one of our contractors to attend urgently requesting that if they could not get the heater to work that they leave you with a temporary heater, we can only offer our apologies if the contractor could not supply a temporary heater for you. Here at Leaders we are contracted by the Landlord as managing agent to act under their instructions which means that when any maintenance issues are reported to us we relay these onto the Landlord to seek their instruction and authorisation to proceed. The contractor was able to attend on the date the issues were first reported to investigate the problem but as substantial works were required it meant we did need to pass the quote obtained onto them to ensure they were happy to proceed with the repairs, upon receipt of the quote the Landlord supplied their authorisation for us to proceed with the repairs later that evening and so the contractor was instructed the following day at which point they attended and undertook the repairs, when taking into account the extent of the works required and parts being needed this would be considered a fairly swift turnaround. Property visits are undertaken throughout the tenancy as part of the service we conduct for the Landlord and are a visual inspection of the property which do provide you with the opportunity to highlight any issues to us that we can pass onto the Landlord. We will always advise our client the Landlord of the issues and their repairing obligations but as we are not party to the tenancy agreement we do not have the authority to enforce works to proceed which would be in contradiction of the Landlords instruction. We recognise the importance of all reviews and appreciate you giving us the chance to improve by providing us with this feedback. After taking the above into account I don’t believe the team at Guildford have acted incorrectly however would like to offer our apologies that you feel the service you have received has not been up to the high standards expected of Leaders. We hope that this response helps provide some clarity surrounding our position as managing agent and that moving forward we are able to deliver a level of service you are happier with. Should you wish to discuss this further then please contact us at customerservice@leaders.co.uk. Kind Regards, Leaders
★★★★★ 5/5
GoogleWe have been renting from Leaders for just over a year now and have been 100% happy .Everyone We have met and spoke to from choosing a property to rent to phoning regarding any issues we have had ,we have always spoken to nice people .Candice who deals with property maintenance is fantastic, she gets things sorted asap, and this is what you want . All maintenance is done to a very high standard ,which is very important to us , because this may not be our house because we rent it but its OUR HOME and we love it , so its nice to keep it nice . We would like to thank you all for being a very approachable and caring estate agent . Kind regards to you all .
Emma · 19 June 2019
Agent replied · 17 June 2024
Hi Emma, we're so happy to read that you have had such a positive experience with the team at Leaders Guildford in your time as a Tenant. Regardless of whether or not you own the property you are in we understand that this is your home and recognise how important this is to you so we are so delighted to hear the exemplary level of service that Candice has been able to provide you with when dealing with maintenance issues. We will pass your comments onto Candice and the rest of the team as we know they will be thrilled to receive such amazing feedback. Kind Regards, Leaders
★★★★★ 5/5
GoogleI have been using Leaders since the 1990s and always find them efficient, helpful, pro-active and fair to both landlords and tenants. Recently I have been particularly grateful for the work of Larissa Tilley who handled a complex repair situation in a suitably "hands on" manner and has kept all parties involved happy and well informed.
Melvyn · 18 June 2023
Agent replied · 17 June 2024
Dear Melvyn
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
GoogleFirst time using Leaders, and Lauren Boniface, has been very helpful, very professional and responds quickly to all our questions, so far our experience with her has been great and looking forward to completing rental agreement and moving in. Thankyou Lauren
Angela · 18 May 2024
Agent replied · 17 June 2024
Hi Angela,
Thank you for your positive feedback. I'm glad that I was able to help you find the perfect place. Looking forward to helping you move in.
Many thanks,
Lauren - Leaders
★★★★★ 1/5
GoogleThree weeks ago I received an email from Leaders asking for our bank details to return a small part of my late father in laws deposit. After a week I had no contact from Leaders, I phoned and spoke to one person who said the issue was not theirs and she would phone me back to inform me what was happening. Two days went by and I had no call back. I phoned again and low and behold my deposit was still in the same status and they where still chasing it. I phoned everyday and still getting the same answer. I left it for the weekend in hope for one of the many "I'll call you back's to happen. I phoned Monday afternoon once I had got bored of waiting only to be told the neither of the two people who we had dealt with before where there so I explained the situation again along with few answers I had to a third person, they promised that they would look into this and get me an answer asap, I phoned daily as I had no contact to be told "I am waiting for someone to release the money. I will chase them up." Along came a weekend and Monday morning I had to explain it to a fourth person as the other three where not in the office, an hour later I had to sit down as Leaders called me! Only to be told they don't and can't release the deposit and that I have to start all over again email different paper work that had been sent to Leaders well over 2 months ago and start dealing with an independent deposit protection company. It took them three weeks to figure this out.
FM · 19 June 2018
Agent replied · 17 June 2024
Hi there, we regret to hear that your experience with us was not a more positive one. We are concerned by your feedback and would really appreciate the opportunity to look into this further to ensure all outstanding issues are resolved as soon as possible. If you are willing to discuss this with us, please contact the Guildford branch as soon as possible, or alternatively please email customerservice@leaders.co.uk. We hope to hear from you soon. Many thanks, Leaders
★★★★★ 5/5
GoogleLeaders have been nothing but helpful both when I rented through them as a Tenant and now when I let my property via them as a Landlord. I have been in contact with Angela Damon and Larissa Tilley over the last few years and both have been invaluable to solve any challenges that may arise.
Simon · 18 June 2023
Agent replied · 17 June 2024
Dear Simon
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
GoogleLarissa is doing a great job.
Francesco · 18 June 2023
Agent replied · 17 June 2024
Dear Francesco
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
★★★★★ 2/5
GoogleWe cleaned our apartment perfectly, spend two days deep cleaning and they still charged us for dusty blinds and coat hanger but during inspection the officer said that everything was fine! If you go ahead with this agency make sure that during inspection you take your cleaning products and you ask the inspector what needs to clean and maybe record it! Don't trust them
An · 18 June 2022
Agent replied · 17 June 2024
Dear Sir/Madam
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
★★★★★ 1/5
GoogleWe rented an unfurnished house and they just did their inventory on the day of our move in date. They told us that the house was professionally cleaned but did not pass according to their standard. I argued that they should have done this a week before our move in date and they only gave us the key to the house at 4pm on the start of our move in date. The agent said that we could move in and see if we are ok with the cleanliness of the house but if not, they can ask the landlord to have it cleaned again. But to think that we already paid the house starting that day and that it is their responsibility to make sure everything is cleaned and ready before we start our tenancy. We also had our day offs sorted to start moving in on that agreed date but it seemed that we just wasted our time. When I checked the house that late afternoon, it does need cleaning, the washing machine is filthy, and the landlord's clothes are still in the drier. A month before moving in, we told the agent to ask the landlord to leave as much things as she can as we don't have anything as we are just new to this country, and when I spoke to the landlord, she said that the agency told her to remove everything even though she is willing to leave most of the furniture. I am really unhappy with the service as if they do not care about the needs of the tenant and landlord, like they only care about the money that they could get from us. Whenever we call or email them, they respond to us like they are in a hurry and not properly giving details of the requirements and things we needed to know, thus we have to call them every now and then. Now we can't move in to the house because the landlord needs to have it cleaned again for another day. The landlord was very nice and she said that she has asked for our contact details two weeks ago to chat about our needs in the house but the agency did not give it until we finished our payments and on the move in date. We should really demand for the move in date in the contract to be changed because the house is not ready for tenancy. As an agency, it is their responsibility to meet the needs of both tenant and Landlord. I would not recommend this agency to anyone.
Arlene · 19 June 2016
Agent replied · 17 June 2024
Hello Arlene. We are sorry that you have not been happy with the service of our branch. We have investigated this and it was agreed several weeks ago that the start date of the tenancy would be the 6th June. The inventory was originally booked for the 2nd, but when speaking to the landlady last week, she told us the house would not be ready (the cleaning would not be completed) until Friday 3rd June. The landlady chose to use her own contractor, rather than one approved by Leaders. We apologise for this, but it was out of our hands. As such, the inventory had to be re-arranged for the 6th June. This was explained to you on the Thursday before, and you did not raise an issue with picking up the keys in the afternoon. When the property inspector went to see the property to carry out the inventory, he determined that the property was not clean. We told her straight away that she would need to contact the cleaning company to sort out the issue, and also informed you about this as soon as we found out there was a problem. In regards to the furniture, the property was advertised as unfurnished. The landlady said it would perhaps be possible to leave some things behind, but at that stage it was not clear what would be left due to her own circumstances beyond our control. This was added to an addendum in the Tenancy Agreement as gifted items. After the Tenancy Agreement had been signed the Landlady then advised us that you had to take the sofas which were on the list of things she was leaving as she needed them now in the new property. We advised you of this and amended the Tenancy Agreement. If the change of start date had been requested, we would have spoken to the landlady regarding this, but it was not something that you requested. We appreciate your frustrations, but we did all we could to resolve the issues as they occurred. If you would like to discuss further, please contact the branch direct or email customerservice@leaders.co.uk
★★★★★ 5/5
GoogleWe’ve been dealing with Lucy Skinner and she has been so helpful during the letting process. She’s answered all questions quickly and been great to deal with throughout (even during the Christmas period). She’s given us a really positive impression of Leaders and we look forward to dealing with them during our tenancy.
Jodi · 18 June 2023
Agent replied · 17 June 2024
Dear Jodi
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've been speaking to Michael McGiff for a few weeks now and I am very, very impressed at the level of professionalism and the attention to detail he provides - he frequently went above and beyond to assist me, answered all my questions straightaway and made the whole moving process absolutely effortless! I cannot thank him and the Team at Leaders enough for all their help and guidance.
Stuart · 18 June 2021
Agent replied · 17 June 2024
Hello Stuart Tomkins
Thank you for your review! We love to receive positive reviews after customers have had great experiences with us.
Many thanks
Customer Relations Team
★★★★★ 5/5
GoogleLeaders Letting & Estate Agents are amazing & quick in response with my queries. Sophie Burges thank you for all your support & explaining about the property and your quick response made me to finalise the property. I recommend Leaders Letting & Estate Agents
Raju · 20 December 2023
Agent replied · 17 June 2024
Dear Raju Soloman
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
GoogleLeaders Guildford branch have being really helpful since I moved in, my property manager, Larissa Marla, is immediately on the case if any issue crop up and is very prompt with solution resolutions which typically resolve in couple of hours.
Diarmuid · 18 February 2024
Agent replied · 17 June 2024
Dear Diarmuid Coffey
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 rented through Lenders for the last 6 years and can compliment them on their professional service and timely responses to questions. Larissa Hall has in particular been very responsive and I would congratulate Larissa on her service to renters - very difficult to fault
David · 21 September 2023
Agent replied · 17 June 2024
Dear David Vanstone
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
GoogleGreat experience moving with leaders, Michael was super helpful and friendly! An overall very professional and approachable team.
Luke · 18 June 2021
Agent replied · 17 June 2024
Dear Luke Flavell!
Thank you for taking the time to review your recent experience with our Leaders Estate Agents Guildford 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 Care Team
★★★★★ 5/5
GoogleHad a slight issue regarding a cancellation of Gas safety check at my rental property and Larissa sorted immediately and was a pleasure to deal with , great service and customer care 👍 …
Darren · 3 June 2024
Agent replied · 17 June 2024
Dear Darren Frost
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
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