Trusted Agent profile · Hackney
Verified
★★★★★
1,172 reviews across 1 platform
Hackney, N1 6DX
The Lettings Hub's office in Hackney is rated 3.7 out of 5 across 1,172 reviews on 1 platform, including 1,172 Google reviews rated 3.7.
Every review we hold for the Hackney office, from every platform, shown as written. First names only.
4/5
Google5 stars to Terry and Liam they are the best if you want to solve your references, 3 stars overall on the Lettings Hub overhall process …
Hi there! Terry and Liam will be delighted to hear this. Thank you for your kind words!
5/5
GoogleA great experience, lovely and professional couple. Communication easy and always available. We had a very good price for our home, thanks to this brilliant couple. They give the personal touch. Highly recommended.
Thank you for the lovely feedback. We enjoyed working with you both and are pleased we could help you with your onward journey. Always here to help with our personal touch. Regards Will and Anita Ewemove Slough
1/5
GoogleDealing with the Lettings Hub has been the most stressful experience. To start, the "portal" you have to use is so user unfriendly, slow and out of date, it's a complete joke. The Letting Link are actively breaking the law by forcing people to share their person information. Here's why... On the first phase where you have to enter everything including your shoe size (13 BTW) there are few paragraphs with a tick box about passing on your details to energy, phone and T.V services. I didn't want the Lettings Hub to share my details so didn't tick any of the boxes but, you then cannot complete the form with ticking these boxes. When I called, they said I "HAD TO SHARE/CHECK BOXES" or I cannot complete the application. Totally Illegal! During the entire process, I had to ring nearly every day for two weeks to fix problems with their ridicules processes. They eventually declined my application to rent a house because they lost half of my uploads. After ANOTHER phone call, they finally sorted it. This whole business is completely unnecessary and just a total nightmare. I don't see why estate agents do their own due diligence and save everyone a lot of stress. I will be reporting them to the ICO. If you can, AVOID engaging with these people.
Thank you for leaving your feedback, we are sorry to hear this is how feel about your experience. We are currently looking into your experience and will come back to you as soon as we can!
1/5
GoogleI’m currently having the most frustrating experience with the customer service for reference. I’ve been on this for days now. Every time I call I’m directed to a new person who gives me a different feedback from the last, almost like there’s no sync. I have just few days left and I have sent multiple messages to my employer who’s given me proof of responses for my reference but when I call I get a different message. My spouse is experiencing same thing as we’re both providing references. I just pray I get done with this phase before I make my boss avoid talking to me ever again. This is really frustrating to say the least!
Hi Florence, thank you for leaving a review, we are sorry to hear that you had a frustrating experience. In order for us to investigate this further, please could you provide details of your full name, property address and reference number via email to complaints@lettingshub.co.uk? Many thanks!
5/5
GoogleGood customer service, though I found one woman I spoke to to be a bit short and condescending and kept talking over me when I was explaining my income situation. Overall the customer service was friendly and the process of submitting what was needed was straightforward. I would agree with some other reviews that the largely inflexible procedure can be a bit of a hindrance, and would recommend maybe setting up various alternative pathways re: only 2 days allowed in-between address changes
Thank you for leaving a review Charlie-Grace! We will look into your comments regarding the representative you spoke to and provide feedback to the relevant individual as customer service is extremely important to us. With regards to the address history on the application form, we do ask for 3 years worth of addresses to be able to complete a soft credit check and unfortunately we can only allow a 2 day gap between these addresses. If at any time during this period you have been required to spend a day or two away from your permanent address, such as to stay with friends or family or residing at a hotel for a temporary short stay, we do not require details of these addresses. However we will take your feedback on board in terms of making this clearer and much more user-friendly on the form. Please let us know if there is anything else we can do to help. Many thanks!
1/5
GoogleThe letting hub provided false information regaring 67 common road langley sl3 8, as a result landlord refused to sign the agreeement and my children became homeless . I had to send ym chidlren to pakistan amd now i sleep in my office on floor .i have arranged the property and i will bring my children ( 15, 14, and 11 year old) I spoke to them and they assured to investige but there is no update. If i donot recived the update and i will file my case against thebletting hub on10th septmeber
Thank you for leaving your feedback, we are sorry to hear this is how feel about your experience. We are currently looking into your experience and will come back to you as soon as we can!
1/5
GoogleReally bad service and rude staff. My parents are 78 and 83 and had an absolute nightmare trying to upload the documents and fill out the forms. Someone from the company rang them to say they hadn't submitted the forms correctly, and were really rude to my mum who got very upset. So I logged onto the system on their behalf and it says 'there's nothing more for you to do and sit back and relax'; I then rang the company and they confirmed that it hadn't been submitted. Just as I was on the call the telephone got cut off.... Come on lettinghub please have some compassion for older people. Its a disgrace how they spoke to my 78 year old mother. Why isn't there a better way to help older people.
Thank you for leaving your feedback Susie, although we are very sorry to hear this is how you feel about your parents recent referencing experience with The Lettings Hub. Customer service is extremely important to us, and we completely understand that some of our tenants may be elderly and also may never have gone through this process before, which is why our team are always on hand to help offer assistance with completing the application form. In order for us to investigate your complaint further and review the relevant call recordings, please could you provide further details such as your parents full names, the property address and the reference number(s) via email to complaints@lettingshub.co.uk. Many thanks!
1/5
GoogleHaving an absolute disaster of an experience with these guys at the moment. I’ve provided them with my employment contract, three months worth of payslips, the employer has submitted a reference letter to confirm my income as well. Then they wanted to see my bank statements to verify my salary (which I provided but redacted the transactions that were nothing to do with my income) and supposedly that’s still not enough. They then sent me a link to give them access to open banking, in spite of me providing them with bank statements, which didn’t work!! There’s enough money in my last three payslips to pay a year’s worth of rent but that’s not good enough supposedly so now they want to talk to the COO of my company who was the person I asked to provide my reference to verify if they were authorised to give the reference. Seriously???? I feel like I’m dealing with a bunch of lunatics with no common sense. At this rate, I’ve no idea if they manage to finish my referencing in time before my tenancy is due to start but I sincerely hope that I never have to deal with these guys ever again.
We are sorry to hear that you were unhappy with your recent referencing experience and had to provide multiple documents to complete your application. Some of our letting agents do have specific agreed referencing guidelines which need to be met in order for us to verify your income. In order for us to look into the reason why you experienced some delays please can you provide further details of your full name and reference number via email to complaints@lettingshub.co.uk? Many thanks.
1/5
GoogleTortuous approval process that must act as sales prevention for many agents. Constant need for the renter to prove everything including past rental payments which involved the current landlord and in my case as guarantor, even though I could prove my earnings, and had to share my banking information we then received arbitrary additional requests for my company to respond a second time with headed paper simply because I earn more than a certain amount which was unnecessary effort and a bit embarrassing internally. If you email them, the email comes back as delayed delivery. If it had been me renting I would have told the agent not to bother.
Thank you for leaving a review Adam, we are sorry to hear that you felt we requested too much information throughout your guarantor process. When you act as guarantor, you are agreeing to cover the full rental amount should the tenant fail to pay. As a result of this, we are required by the letting agent to obtain a full employment reference and verify your income to prove your affordability. We send a request out to your nominated referee to request an income reference, however this does state that if your income falls within a higher salary bracket, they are required to provide this information on company headed paper rather than submitting the reference online. However we do apologise for any inconvenience this may have caused.
1/5
GoogleIncredibly unprofessional. It took them more than 3 weeks to finish the referencing process. No documents were missing. Same documents and details used to finish the process at the end. Total time wasters and unreliable. Every time someone different answers the phone and they keep repeating the same (we don’t know when it will be finished) behaviour. This is not a coincidence as it happened also with another friend. Three people lost their moving dates and put into so much pressure for weeks because of their strange process and attitude. Avoid at any cost.
Thank you for leaving your review, we are sorry to hear that you were unhappy with our service and experienced delays with your tenancy application. In order for us to look into this feedback further, please could you send an email to complaints@lettingshub.co.uk confirming your reference number and the property address? Many thanks!
1/5
GoogleRead the previous one star reviews, they are quite accurate and our experience reflected the incompetence exhibited by the Lettings Hub. Although renting as a couple, my wife and I had to apply and submit documents and references separately. We have a joint bank account. Apparently they cannot cross-reference any of this and the same bank statement(s) are required to be uploaded by both of us. I have been asked fewer questions and provided less documentation for mortgages in the past. Our previous landlord reference checks was a masterclass in incompetence by the Lettings Hub. Although we both provided an email and a reference letter provided by our landlord, the Lettings Hub insisted on phoning the landlord. They had all the info on our landlord including where he lived (West coast of North America). So what time do they phone to speak with him? 9am and 11am UK time. That makes it 1am and 3am in the morning. They wondered why he would not answer… Overall it took 17 days for the referencing checks to be completed. I understand that depending on what letting agency you are using you may not have a choice of who conducts your reference checks. If given a choice I would certainly avoid the Lettings Hub.
Thank you for leaving your review, we are very sorry to hear that you were unhappy with your recent referencing experience. In order for us to investigate your feedback, please could you provide further details including your full name and the application reference number via email to complaints@lettingshub.co.uk. Many thanks!
1/5
GoogleUsed to generate Property Passport as required during letting process. 1/5 would not use again. Customer service unresponsive for 2 weeks, I attempted to get in touch via contact form, phone (no reply) and Messenger, when a technical setting in their system prevented me from updating contact details for a reference and it only got sorted after I pressured the letting agency to chase. Interface of Property Passport extremely poor and I'd continuously get strange error messages it took hours to figure out how to solve (interactive map not working, addresses setting hidden under menu I needed to edit after their software auto added address incorrectly, dark patterns to trick you into paying etc). I'd rather deal with sending in all the paperwork myself directly to the letting agency than deal with this again (unless they actually build a functioning software). Only human interaction I've had has been from a pushy sales person trying to flog some kind of insurance.
Thank you for leaving your feedback, we are sorry to hear this is how feel about your experience. We are currently looking into your experience and will come back to you as soon as we can!
2/5
GoogleI moved in and started setting up my utilites. Then I started receiving emails from the Lettings Hub saying they are setting up utilites on my behalf ! I've never asked for that. Moreover, I wanted to avoid it, but they never called me to discuss my utilities (the call was booked but nobody called me). I already sent two emails to inform them I don't wish them to set up my utilities - 5 days passed and no response. I do receive emails and letters from British Gas and OVO - both thinking they are my energy supplier and both want my meter readings. All of this thanks to the Lettings Hub.
Thank you for leaving a review Artur. If your Letting Agent is signed up to our utilities service, we will contact gas, electric and water providers on their behalf to notify them of the new tenancy. However we are sorry to hear that you were unhappy with this process and contacted our utilities team with no response. In order for us to investigate your feedback further, please could you provide details of your reference number and property address via email to complaints@lettingshub.co.uk? We look forward to hearing from you and getting this matter resolved.
5/5
GoogleWe deal with The Lettings Hub on a daily and we have never had a bad experience! They have always been very helpful and have helped to make everything as easy and stress free as possible. Will from there Lettings Hub is a credit to the company, he is always so helpful and informative. He always puts in his full efforts and his advice is greatly appreciated. We couldn't imagine the Lettings Hub without Will, he really feels like part of our team as well! We cannot express how much we recommend The Lettings Hub they're truly a credit to themselves, and we will continue to use them as our reference company!
Thank you for leaving a review!! We are so pleased to see Will is always there to help and answer any questions you have! We will pass this over to Will and the rest of the team who will be really pleased to read this!
1/5
GoogleWhere do I start with this company. I had a free trial. I wish I hadn’t. I’ve been plagued by their accounts team for over a year. They “accidentally stored my bank details” against a different company and took several hundred pounds out of my account by accident. I have asked them 15 times to delete my details. They’ve just sent me another invoice for £295. I don’t use their service. I’ll now be hounded for a another 12 months probably. Awful customer service. Avoid.
Thank you for leaving your feedback, we are sorry you feel this way. To ensure we are able to improve our service moving forward we would like to hear more about your experience. By emailing complaints@lettingshub.co.uk we can have a look into your experience further.
1/5
GoogleCalling for help ends up being pointless as they dont know what the problem is either. We're still waiting for checks that should have been sorted last week. The actual letting agency dont know whats going on either but the lettings hub is claiming they cant go forward because of letting agency. Im not sure why they dont comunicate or at least send an email or phone call to us so we can try and sort any issues but weve had nothing. We have called letting hub almost daily and get a differnt answer everytime about whats taking so long.
Hi Connie, we apologise that you have experienced delays with your referencing application. In order for us to investigate your feedback further, please could you provide details of your reference number and property address via email to complaints@lettingshub.co.uk? Many thanks.
5/5
GoogleI have been using the Lettings Hub for a while now. Most of the people working for the company are helpful. There are some who don’t seem to care, but you get that everywhere! I have spoken to a staff member called Jade a couple of times and she is great! Always happy to help, always cheery and doesn’t leave the phone until the problem is sorted or has given full and clear advice! Have given 5 stars for Jade’s and a few others staff members service. However, for overall company service and systems, I would give a 4.
Thank you for leaving a review Steven, we are so pleased to see Jade and the team are always happy to help, we will pass this back to Jade who will be so pleased to see this! We are always working with the team to ensure the highest quality of service is met and appreciate hearing back from our customers and sharing the feedback with the whole team.
1/5
GoogleTLDR: Scam. Avoid. The Lettings Hub is a scam to pressure tenants into purchasing references and insurance. Their interface is sooo slow and soooo buggy / glitchy. It’s so bad it made me worry I was entering confidential information into a scam website. With all the bugs, there’s no way the information is secure. It’s clear the company only put this together with shoestring and bubblegum having the real intent of scamming tenants out of money to pay for referencing and insurance. It runs like a bad program from the 90s on dial-up. One scary bug was that it kept deleting my passport document as proof of ID. After 8 tries, it finally kept it. Only at the end during submission it errored and refused to let me submit until I removed it altogether, making it impossible for me to enter information to prove my identity in that section of the form. One really scammy bit was at the end when you ‘create your passport’, and it defaults to a paid service option. The interface is so bad, it took time to figure out how to select the free version. Only then, it warns you that you may not be able to move into a property without paying for the highest paid version, which does more checks. It’s all very scammy to pressure tenants into feeling like they need to pay for a reference. The Lettings Hub should NOT be allowed to be this bad, this buggy, and this scammy. It’s unbelievable that any lettings agency uses this service.
We are very disappointed to receive this review, Marsha, and can reassure you that our website is not a scam so we are very sorry you feel this way. We apologise for any difficulties you experienced whilst completing your online application form, and we can confirm your feedback regarding our system will be taken seriously and has been passed onto our IT team to investigate in more detail.
1/5
GoogleI would say stay as far as possible from this agency. just time wasting useless agency and people. They had my references but never managed to finish them in time. Never heard from them for over a week and put me in an uncomfortable situation with the letting agent. I had to call them for two days to manage to talk with someone who had any type of answer. And even then would be rude to the max and would do the valuation based on how they feel and not on how they have every paper provided. They just care only about getting money and not doing their job properly. Stay as far as possible
Thank you for leaving your feedback, we are sorry to hear this is how feel about your experience. We are currently looking into your experience and will come back to you as soon as we can!
1/5
GoogleAvoid at all costs. We chose this company as our sole provider for Referencing and Rent and Legal Protection for our Lettings business. We have had nothing but issues from the beginning - Data Breeches, incorrect information given by staff, 3 failed attempts to for the accounts team to set up a direct debit etc. leading to us getting calls saying we owed them money. They talk a good talk but the delivery just isn't there unfortunately. Better reference providers out there.
Thank you for leaving your feedback, we are sorry you feel this way. To ensure we are able to improve our service moving forward we would like to hear more about your experience. By emailing complaints@lettingshub.co.uk we can discuss the situation further.
5/5
GoogleSam Parker and Daisy Loxton are the absolute dream team so much help and patience thank you so much for everything
Hi Rena, thank you for taking the time to leave us a review. We are so pleased to hear that Sam and Daisy have been fantastic support for you, and we have passed this lovely feedback onto them!
5/5
GoogleI got a quick answer to my questions, thank to Mimi, she was really good and efficante
Thank you Kahina for a lovely review!
5/5
GoogleInputted some details incorrectly, spoke to Mimi who was able to sort it right away! Efficient communication.
Thank you Aqsa! We are so pleased Mimi was able to help you quickly and made your moving journey quick and easy!
5/5
GoogleMimi has been really helpful every time we’ve spoke with her. Thank you for your hard work.
Thank you Si, we are so pleased Mimi has been able to help!
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