Every review we hold for the Heniker Lane office, from every platform, shown as written. First names only.
★★★★★ 1/5
GoogleColes Group is a good agency for landlords but not the tenants.
1 Star is dedicated to Branch Manager Louise Coles.
Back in February 2021 we moved in into 2 bedroom maisonette. Property was freshly painted, new wallpapers in the living room and big bedroom. Property had electric storage heaters.
2 months living in the property we noticed mould growth in both bedrooms and bathroom. We contacted Coles Group and they got us a landlady come and “sort the issue out”. When the landlady came she said it is the first time she seems mould in the property. Funny enough, our agent Linda at that time said this property had ongoing issues in the property for years. We told our landlady this is not true as our agency lady confirmed there was mould before. Landlady was not happy with the answer (you could tell from her face) but she didn’t say anything back and offered us to spray some Domestos on affected mould growth areas.
Few weeks later mould comes back. Same situation. Agency contacted - landlady informed. This time landlady doesn’t even bother to come over. Landlady let us know to spray some Domestos on affected areas.
Few weeks after again the same situation. We were emailing Coles group numerous times. During property inspections agent Linda used to take pictures of the mould and she used to report the issues to the landlady.
My 4 year old son developed persistent cough due to dampness and mould in the property. Agency couldn’t care less as they were always standing Landlady’s side.
Eventually we ended up getting Eviction notice ( section 21) with 2 months notice to leave the property. I was 7-8 months pregnant at that time. This happened after an email was sent to the agency requesting to take some actions and sort the issue out (possibly change radiators as they were not heating efficiently etc.). Eviction notice was not a surprise as these people (both agency and landlady) couldn’t care less as long rent was paid.
Louise Coles ( Branch Manager) has mentioned in one of the emails she is happy our relationship has come to the end due to numerous complaints from our side about the property.
P.S. from our side rent was always paid on time + there were few damages in the property (carpet burn with an iron) and we paid this back to the landlady as it was our fault.
Coles Group stood Landlady’s side till the end and they didn’t even care they evicting a family with a young child + a pregnant woman just because we were asking for mould to be fixed!
Monika · 28 August 2023
Agent replied · 27 August 2024
Monika - I am slightly confused by your 1* review especially as it has been written two months after you have vacated the property.
Whilst you were a tenant of the property we received regular complaints over the condensation mould in the property from yourself and how it was causing an issue with your sons health and it was such an unpleasant place to live because of it - So surely leaving the property would be the best for you and your family? Which is what I mentioned in an email to you, which has been commented on in this review. Why continue to live somewhere that you hate?
Coles Group investigated the issue on numerous occasions and your landlord provided a de-humidifer at her expense, in the property which you had failed to mention in your review, and a builder instructed to look at the cause, they advised substantial work needed to be done to ensure the insulation of the property would be rectified and this ideally needed to be done with the property being empty.
Therefore we had no choice but to serve notice. Under a Section 21 a landlord is within their rights to serve this notice and not give any reasons why. However Coles Group gave you a full explanation to what needed to happen and this was why noticed was served. Coles Group said that we would try and help find alternative accommodation but unfortunately we didn't have anything suitable at the time.
Coles Group has acted every time the issue was mentioned. Unfortunately after our findings it was not feasible for your tenancy to continue as the issue couldn't be fully rectified whilst you were in situ. Radiators being change would not suffice.
We are pleased to say that building works went ahead, and the issue is now fully rectified after several weeks of work. The new tenants in the property have not reported any further issues.
I have reported this review as I dont think the reasons are just, we also had many conversations about the problem and the way to move forward, which seems to be forgotten about...
Regards
★★★★★ 1/5
GoogleColes Group is a good agency for landlords but not the tenants.
1 Star is dedicated to Branch Manager Louise Coles.
Back in February 2021 we moved in into 2 bedroom maisonette. Property was freshly painted, new wallpapers in the living room and big bedroom. Property had electric storage heaters.
2 months living in the property we noticed mould growth in both bedrooms and bathroom. We contacted Coles Group and they got us a landlady come and “sort the issue out”. When the landlady came she said it is the first time she seems mould in the property. Funny enough, our agent Linda at that time said this property had ongoing issues in the property for years. We told our landlady this is not true as our agency lady confirmed there was mould before. Landlady was not happy with the answer (you could tell from her face) but she didn’t say anything back and offered us to spray some Domestos on affected mould growth areas.
Few weeks later mould comes back. Same situation. Agency contacted - landlady informed. This time landlady doesn’t even bother to come over. Landlady let us know to spray some Domestos on affected areas.
Few weeks after again the same situation. We were emailing Coles group numerous times. During property inspections agent Linda used to take pictures of the mould and she used to report the issues to the landlady.
My 4 year old son developed persistent cough due to dampness and mould in the property. Agency couldn’t care less as they were always standing Landlady’s side.
Eventually we ended up getting Eviction notice ( section 21) with 2 months notice to leave the property. I was 7-8 months pregnant at that time. This happened after an email was sent to the agency requesting to take some actions and sort the issue out (possibly change radiators as they were not heating efficiently etc.). Eviction notice was not a surprise as these people (both agency and landlady) couldn’t care less as long rent was paid.
Louise Coles ( Branch Manager) has mentioned in one of the emails she is happy our relationship has come to the end due to numerous complaints from our side about the property.
P.S. from our side rent was always paid on time + there were few damages in the property (carpet burn with an iron) and we paid this back to the landlady as it was our fault.
Coles Group stood Landlady’s side till the end and they didn’t even care they evicting a family with a young child + a pregnant woman just because we were asking for mould to be fixed!
Monika · 31 July 2023
Agent replied · 29 October 2023
Monika - I am slightly confused by your 1* review especially as it has been written two months after you have vacated the property.
Whilst you were a tenant of the property we received regular complaints over the condensation mould in the property from yourself and how it was causing an issue with your sons health and it was such an unpleasant place to live because of it - So surely leaving the property would be the best for you and your family? Which is what I mentioned in an email to you, which has been commented on in this review. Why continue to live somewhere that you hate?
Coles Group investigated the issue on numerous occasions and your landlord provided a de-humidifer at her expense, in the property which you had failed to mention in your review, and a builder instructed to look at the cause, they advised substantial work needed to be done to ensure the insulation of the property would be rectified and this ideally needed to be done with the property being empty.
Therefore we had no choice but to serve notice. Under a Section 21 a landlord is within their rights to serve this notice and not give any reasons why. However Coles Group gave you a full explanation to what needed to happen and this was why noticed was served. Coles Group said that we would try and help find alternative accommodation but unfortunately we didn't have anything suitable at the time.
Coles Group has acted every time the issue was mentioned. Unfortunately after our findings it was not feasible for your tenancy to continue as the issue couldn't be fully rectified whilst you were in situ. Radiators being change would not suffice.
We are pleased to say that building works went ahead, and the issue is now fully rectified after several weeks of work. The new tenants in the property have not reported any further issues.
I have reported this review as I dont think the reasons are just, we also had many conversations about the problem and the way to move forward, which seems to be forgotten about...
Regards
★★★★★ 1/5
GoogleHaving been recommend to Coles Group I could not have been more disappointed On her arrival she placed her details on the side not actually handing it to me. Louise was more interested in comparing my property with her previous character …
Carole · 15 April 2025
Agent replied · 24 October 2024
Dear Carole,
Thank you for taking the time to share your feedback. I am genuinely surprised to hear that you were disappointed with your experience, as my goal is always to … More
★★★★★ 1/5
GoogleI would give zero or negative stars if that were possible due to the overall staff behavior and handling of my case. I am not naming any individuals, as this appears to be a wider company policy issue rather than a single person’s actions.
In my experience, company policies do not seem strict enough to prevent staff from withholding customer's money while communicating in an unprofessional and disrespectful manner. Raising one’s voice at a customer and stating that a customer has “wasted their time” is not an appropriate or acceptable way to handle enquiries or disputes, particularly when money is involved.
This lack of transparency and follow-up is very concerning.
Overall, the experience was extremely unprofessional and felt unfair, especially in relation to how financial matters were handled. I would strongly recommend clearer policies, better communication in writing, and more respectful customer service.
Thanks :)
Arfa · 15 February 2026
★★★★★ 1/5
GoogleMy partner spoke with an agent who offered a viewing for a specific day and time. My partner agreed to that viewing immediately. The agent stood us up and did not get in touch. I called the office to complain an hour later and was told by SOPHIE that keys had not been handed over at the time of the arranged viewing, so no viewing should have in fact been arranged. She apologised for our wasted time. During the call, she offered to go to the property that evening as the keys were coincidentally now available, and she planned to take a video of the property to send to us. That evening, she emailed us and said she was at the property, and could do a video call as the camera wasn’t capturing the property in good light. I was working and in meetings, not seeing her email until an hour later. My partner was at the gym. We both responded upon seeing it, apologised for missing it, advised that I was fully flexible in the coming days as I work remotely, and invited her to get in touch via mobile. Sophie did not respond. To this day, a week later, she decided to ignore us entirely out of spite because we did not see/respond to her email instantly, despite the fact that she told me she would SEND A VIDEO, not have a virtual viewing that day. Evidently, Sophie expected us to drop our lives and work to accommodate her demands and change of plans on the spot. Her decision to thereafter completely ignore our correspondence, and cause us to miss out on a suitable property is unbelievably unprofessional and petty. I would love to know who is regulating these letting agencies, because **** like this should not be allowed to stand. We are disgusted and would advise others to seek assistance from a different letting agent. Coles Group is an utter joke. Good riddance.
Mr · 15 January 2025
Agent replied · 27 December 2024
Thank you for taking the time to share your feedback, which I believe is uncalled for, petty and it appears you just need to have at moan at someone!
At Coles Group, we pride ourselves on being a hard-working and dedicated team, going above and beyond to assist our clients. We are grateful for the trust that many valued customers place in us, and we always aim to provide the best possible service, even in high-demand scenarios.
Regarding your complaint, we’d like to address a few inaccuracies in your account:
Viewing Arrangements: You were offered two suggested viewing times, one of which you said you could do, along with a request for a virtual viewing. In which we never sent a confirmation email and we were working with the landlord over times still. Also as this was a virtual viewing, how can we possibly ‘Stand you up’!??? As a small but busy agency, we currently do not offer virtual viewings due to the high demand for in-person appointments. Sophie communicated this with you!
Key Availability Issue: Unfortunately, on the original day and time of the ‘suggested’ viewing time, the keys to the property were unavailable, and you were informed of this by Sophie, who also apologised for the inconvenience and offered to visit the property later that evening to assist further.
Follow-Up Communication: Sophie followed through on her promise and went to the property that evening, offering to do a video call as the lighting was unsuitable for a recorded video. While we understand that you were unable to respond at the time, her effort demonstrates a willingness to go beyond the typical process to accommodate your needs.
Subsequent Contact: Following that evening, Sophie sent the 4 minute video through our system, upon checking today this failed to send due to the file size, had you have called in or followed up we would have been able to check and saw this was the issue. From our point of view the video was sent and we never heard back. The property was let to individuals who were able to attend an in-person viewing.
It feels that just like your complaint about Sophie, you felt that you were above other applicants, and that Sophie should drop her life to tend to your need of a video tour.
We do not believe Sophie’s actions were unprofessional or spiteful. On the contrary, she made considerable effort to assist in what were less-than-ideal circumstances. It is unfortunate that our processes did not align with your expectations on this occasion, but we believe we acted fairly and in good faith.
We understand your frustration about missing out on the property, but in the current competitive rental market, properties are often let quickly to those who are available for immediate in-person viewings. We also want to assure you that there was no intent to ignore or exclude you from this process.
It seems we both have had a lucky escape that we are not working together, as clearly this would not have been a good relationship from both sides!
★★★★★ 5/5
GoogleWe have rented from Cole’s since December & Harry has been amazing. He is very responsive to emails & actions any requests with no doubt or questions asked. Thanks Harry, it’s great to trust in our agents and know we will get a helpful, prompt response.
Ellena · 15 July 2025
★★★★★ 5/5
GoogleFollowing my experience with the Coles Group, I would highly recommend their services. Not only they helped me find the perfect place on short notice, they taken care of me through the whole process with professional and friendly approach. I specifically dealt with Linda, who communicated with me with utmost efficiency in regards to the property and any queries I might have during my tenancy. Linda always approached things with positive can do attitude, and would go the extra mile to ensure I was happy and satisfied as a tenant. I truly appreciated her and the rest of the teams work, especially during the stressful times with changes and many transitions happening in my life.
Lucia · 29 September 2023
★★★★★ 5/5
GoogleFollowing my experience with the Coles Group, I would highly recommend their services. Not only they helped me find the perfect place on short notice, they taken care of me through the whole process with professional and friendly approach. I specifically dealt with Linda, who communicated with me with utmost efficiency in regards to the property and any queries I might have during my tenancy. Linda always approached things with positive can do attitude, and would go the extra mile to ensure I was happy and satisfied as a tenant. I truly appreciated her and the rest of the teams work, especially during the stressful times with changes and many transitions happening in my life.
Lucka · 4 September 2023
★★★★★ 5/5
GoogleI would like to thank Harry Brewer for his prompt response to a wasp problem at the property we currently occupy, SLE Environment Services was appointed by Harry, the guys came and eradicated the wasp nest. This was organised within 3days. …
Sharon · 15 April 2025
★★★★★ 5/5
GoogleWe used Coles Group to sell my mother's bungalow earlier in the year. A good buyer was found very quickly once it went on the market. Although the sale took a fair time to complete, Louise at Coles did everything she could to move things along by communicating with all in the chain and kept us fully informed on progress. Highly recommend them.
Lynn · 15 January 2026
★★★★★ 5/5
GoogleCole's have been very reliable. Harry has been great and always has been quick to resolve any matters that we needed assistance with. Highly recommended.
Anastasios · 15 October 2025
★★★★★ 5/5
GoogleWe would definitely recommend Coles Group and thank everyone for their help and great service we have had during the number of years with this company. Special thanks to Louise, Sophie and Linda for all the professional help, advice and reports they have given us over the years and recently in assisting with the sale of our property.
Linda · 21 May 2024
★★★★★ 5/5
GoogleI recently had an experience to deal with Coles group. I must share what a fabulous bunch of people . Extremely helpful , very nice to talk to . It makes the entire process quite calm and simple. I have travelled over 24 countries by now and that let me move in and out of loads of place dealing with lot estate agencies but I can say my experience with Coles group has been the best so far.
Special THANKS to Yasmin and Linda who have made this experience so pleasant for me.
Thank you
Rramit · 1 August 2022
★★★★★ 5/5
GoogleI have rented my flat with Cole’s for nearly 9 months now and the service has been excellent. Linda is always available to speak to when there are any issues or concerns and they have all been dealt with professionally and quickly. I receive regular updates on the property too. I thoroughly recommend using Cole’s if you’re looking to rent a property.
Freddie · 29 September 2023
★★★★★ 5/5
GoogleWe cannot fault Cole’s Group. They are always quick to respond to emails and any queries or concerns we have. We have never had such an experience before. Linda has been absolutely amazing with helping sort problems with our neighbours and other items around the house as quickly and efficiently as possible. We cannot fault Cole’s Group on their quality of care.
Mollie · 29 September 2023
★★★★★ 5/5
GoogleI wanted to express my appreciation for the excellent service we received while renting through your company. Emily, in particular, was incredibly responsive and communicative. She promptly answered our questions and eased any concerns we had, making our experience positive and hassle-free.
Additionally, I'd like also like to extend our thanks to Sophie for her valuable over support given
Dinuth · 23 October 2023
★★★★★ 1/5
GoogleReally bad experience with them. Called them to view 2 properties and they didn't arrange for the viewings. They don't know how to deal with potential customers. Even after telling that we are very interested in the property the agent showed no interest in showing us the property. I will give negative stars if that is allowed.
Navin · 15 July 2025
★★★★★ 5/5
GoogleWe would definitely recommend Coles Group! Especially Linda and the whole team are the best. Efficient, friendly, helpful and very professional, it was a breeze to work with them. Our experience was second to none! Very happy and extremely satisfied with their exceptional service all around!
Andrea · 29 September 2023
★★★★★ 5/5
GoogleI recently completed renting a property through Coles Group. Throughout the entire process, Emily was responsive and communicative. She promptly answered all of our questions, eased any concerns we had. Thank you Emily and Coles Group for making this a positive and hassle free experience.
Kasuni · 23 October 2023
★★★★★ 5/5
GoogleLinda has been dealing mainly with my property over the last few years and has always been available, even at odd times. Always tried to give me options and different quotes rather than just the first and easiest. Very polite and pleasant.
Ibn · 29 September 2023
★★★★★ 1/5
GoogleMy first experience of this estate agents and probably my last. Phoned to view a bungalow new to the market. Told me they would send me an application form to be completed & returned and then they will book a viewing. We are in a strong position to buy as cash buyers and they jave just lost a potential sale.
Ashley · 26 February 2025
★★★★★ 5/5
GoogleA true family business, Coles do a great job of looking after us as customers. Linda is always cheerful, resourceful and efficient handling maintenance. Louise and Sophie are professional and knowledgeable in their guidance and support. A great team.
Nick · 29 September 2023
★★★★★ 5/5
GoogleI had rented a property managed by Coles Group for the last 7 months, and have been impressed with the service of the staff from the outset. Having had professional working relationships with estate agents in the past, I have found that some care for their customers, whereas others are out to make money at the expense of their customers. There are certainly estate agents around Maidstone who are the latter, but I found Coles to be helpful, polite, and efficient throughout my time there. I believe they are a family business which is evident through their approachability. I had help from Linda with maintenance, Emily with the outgoing process, and Sophie & Louise with general management queries. If you are in a position to purchase/rent a property based on the reliability of an estate agent, then I highly recommend.
Scott · 29 February 2024
★★★★★ 5/5
GoogleRelatively early in our relationship but cannot find any faults so far with the way Coles manage my properties. A true independent agent with real family values.
Eason · 15 January 2026
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.
