Keywest Estate Agents LEICESTER reviews

★★★★★ 4/5

Google

Shannon has been looking after my pent house at 177 Burgess House and has always been proactive in dealing with the maintenance issues, obtaining best quotes for repairs and most often found replacemnet student for my apartment very quickly. She is very proactive and responsive.

Thilliampalam · 24 October 2020

★★★★★ 5/5

Google

Tony helped me with the purchase of my first ever home last year. He was extremely helpful, and made the whole experience memorable for all the right reasons. Tony went out of his way to get things progressing smoothly and was always quick to respond to my queries. Thank you so much and apologies for the very late review!

Sumeya · 16 April 2023

★★★★★ 1/5

Google

A laundry list of bad service: - Cancelled the same house viewing, as I waited outside the house, 4 times in a row. - When we did get a viewing, the agent didn't say a word to us as we showed ourselves round the house. - Once we'd moved in, the shower in the house didn't work. It took three weeks and several calls to get it fixed. - The doors that had been replaced where left outside the front of the house, and only collected after asking multiple times. - Inspections where unorganized and often lead to us having to explain to them that one of their colleagues had already inspected the house, which they had no idea about. - Noticing mold growing in the bathroom, we called Keywest to organize a mold removal service. 4 calls and 2 months later, someone comes round, paints over it, and the mold grows back. After 3 more calls, 2 house inspections (both of which had the agent saying "we'll get the mold sorted") and 3 more months, another person comes over, installs a heated towel rail and the mold is still there. We've heard nothing since. - After handing in an application for a new property, Keywest took almost a week to process, only to reject the application for a reason that every other estate agency knew about at the house viewing and that they said would not be an issue when we brought it up to them at their viewing. Keywest are a headache. Even the most simple of procedures they seem to do with the upmost reluctance. AVOID if you possibly can, I certainly will be.

Zver · 24 October 2022

★★★★★ 1/5

Google

Ive been living in a house being Let from Keywest and its been the worst experience. And I cannot be more clear that this is a bad experience for both tenant and landlord. I want to be clear that I don't think this is a problem with the landlord. They have put their trust in a company that doesnt do their job properly. Due to lack of communication on the side of Keywest and their employees my housemates and I have been trapped in a house with no heating or hot water in unbearably cold temperatures. During the covid pandemic we have been confined to a cold damp environment for almost a week. Our beds are damp, the walls almost painfully cold to touch and no emergency heating, or funds for basic living conditions have been met. Worst of all is the lack of care and respect that we've been given from the Keywest Staff. Amy and Shannon in particular have passed us off between them throughout this whole process. From the moment we smelled gas, we've had to fight for the most basic support from a Letting Agent. We had to call the emergency Gas people ourselves and the next morning found that our lack of hot water or any heating had not been reported. We have asked for the complaints procedure and been ignored. Which means that we cant make an complaint with the ombudsman, about the poor handling of our now illegal living conditions. Neglecting the fact that it is the middle of winter, no access to heating or hot water has impeded our mental and physical health, and continued to impact our jobs as some of us have been forced to work from home due to covid restrictions. With a lack of paper trail as the staff continue to ignore our emails and calls for proper documentation of our situation we have been forced to a leave this review. NOTE. Upon leaving the property, Keywest had attempted to keep our deposit. Again due to poor administration and a total lack of care and accountability I am extremely dissatisfied with our experience. No paper trails were kept by the company and we had to provide our own call logs and emails to gain our deposit. Thankfully we had been expecting this reaction and did manage to log our interactions and gained the deposit back. This review is not intended to be 'malicious slander', but is an honest review on my personal experience. I do not recommend this letting agent. Hope you have a better experience.

Natalia · 24 October 2022

★★★★★ 5/5

Google

I came to Key West after my previous letting agent had let my rental property get into a terrible state and had changed tenants without letting me know. Asim Iqbal has made the whole changeover process run seamlessly and has always been very helpful and prompt to respond to any query. I highly recommend Key West and Asim!

Louise · 16 April 2023

★★★★★ 5/5

Google

… Can’t thank Preena Kotecha enough for all her help over the last few days. Nothing has been to much trouble she’s been very helpful and lovely to talk to on the phone. Her response has been super quick when getting back to me and overall has provided an amazing service. I would highly recommend and thank you again for all your help.

Larna · 24 October 2022

★★★★★ 1/5

Google

I can't give them 0 stars, so 1 it is. Not great - the replies were incredibly slow and very vague. No one talked to anyone else, meaning a lot of mix ups happened, eg: When told to bring two forms of ID a housemate phoned to confirm what was acceptable. After being told that a student ID card was more than acceptable we turned up to the meeting only to be told that nothing could be finalised until said housemate produced a second ID, as a student card was not acceptable. This delayed the process of us getting our house, because he had to have his passport sent up - something that he could have been doing before if he had been told student ID wasn't okay. I mentioned this to a couple of other agents there (no one person dealt with our case which was a problem), and half said student ID was fine. We arranged a meeting for Friday at 4:00, with the person who had been handling that part of our contract. I phoned at 1:00 to confirm the meeting only to be told that person had gone on holiday the day before and no one could cover the meeting. I had called was because I had emailed her and gotten an automated reply saying she was on holiday. I had arranged this meeting with her and she had suggested Friday - had she forgot she was on holiday? I got a call at 4:30 saying that we could go in immediately and meet with someone else - we were treated like dirt for saying that half of us couldn't make it. The other half went in a few days later and were berated for missing the other meetings. The staff were not great - it seems to stem from a lack of communication between their two offices, and even within the offices it's poor. Every single staff member seemed to provide a different answer to one question, and were incredibly huffy and seemed annoyed that we were inconveniencing them by asking them to do their job. I actually arranged to sign some papers in one of their offices (five minutes from my house), only to turn up and be told that I had to go to their other office (about a half hour walk away) because they "couldn't do paperwork in this office". What's the point of having an office if you can't do paperwork there? Deposits were, perhaps luckily based on other reviews, held by the landlord - this isn't how deposits should be held, and could have resulted in none of us receiving our deposits back. Luckily our landlord returned them promptly, but that could have been messy. I actually left the property after the first year, and was replaced on the contract - I had to go into the office five separate times to sign forms, despite asking on each occasion if everything I needed to do had been done - none of the forms relied on someone else signing something first. I got my full deposit back from the landlord - I was in full contact with him in regards to payment. In fact, from reading other reviews, I think the only reason that our tenancy was alright was because we were in contact with the landlord as opposed to Keywest. The few times it was done through Keywest (signing papers, arranging meetings) it was abysmal. The agency fees in general were very high, as with all agencies, but Keywest took it further - we were charged an additional £5 (each) to print out a two-page form we needed to sign, because we hadn't bought our own printed out version with us - because they had neglected to include it in the email attachments, and failed to send it after we had asked them to. Twice. I notice Keywest responded to another review saying that they give appropriate time for students to renew their tenancies. This is not true. We received an email at 4:30ish telling us we had two days to come in and resign, with the appropriate fees of course. We said that we wanted to resign (all our issues with the property went through the landlord, who was amazing) but needed longer to get the money together. Keywest informed us that we could have an additional week - they put a To Let sign up the next day. We were forced to pay additional fees to keep the house, despite being explicitly told we could have more time.

Paige · 25 October 2018

★★★★★ 1/5

Google

Faked Inspection documents, ended up in a house that was a health risk. Sleeping in a room with a broken toliet that had been used by the previous tenant and STANK, it said in the document the loo was in perfect condition, when the plumper came he said it had in all likelihood never been connected since it was built. I was there for 6 months and they never fixed it. Soot coming out of the chimney and they wanted to charge me for it, left the place in a better state than I got it and they still took a good chunk of my deposit. Suprise visits whenever they want (they give you 24 hours notice). Then they don't even show up. They don't care, they literally give no fs about the tenants. There was a 800 quid deposit on my place, and the previous tenants messed it up good, I have no doubt they lost the whole thing, I was assured everything would be fixed. But I met the guy they hired with the 800 deposit money, he was a nice chap, but obviously being paid next to f all to do any odd job they could find, and all he did was give the walls a lick of paint (very badly). The deposit was clearly not used. If I could give them -5 I would. I had a miserable 6 months in that house and got out as soon as I could.

Anna · 25 October 2018

★★★★★ 3/5

Google

Although my overall feeling of Keywest is not particularly positive, there is one particular staff member that was incredibly helpful to me and my housemates whilst trying to resolve a major issue where we have lived whilst studying in our final year at uni. Anthony Bridges was a fantastic help and has actually been the most productive, efficient and helpful staff member that keeps to his word and gets things sorted straight away - which has not happened to the other many problems we have had over the year!!

Jord · 25 October 2018

★★★★★ 5/5

Google

Really friendly, helpful staff, especially Shannon who has always been quick and helpful whenever we've needed her. Made our moving experience enjoyable and relaxed. Everything ran smoothly and we were in our new home with 2 weeks of viewing it!PositiveResponsiveness, Quality, Professionalism, Value

Maya · 24 October 2020

★★★★★ 1/5

Google

Absolutely disgraceful service, i beg you not to use Key West to rent a property!!!! I was third year student and rented a property with two of my friends through Key West. When i initially moved in, the house was in a dispicable condition, it was dirty, there was numerous marks on the wall, the hoover didn't even work, my mattress was older than myself and the floor was comfier than our sofas (was noted in our contract that we were entitled to a newly decorated house before moving in). Throughout the course of the year we told that we had 20+ house viewings (very few of which were given 24 hours notice, another case of breaking the contract) and only about 4 viewings actually came to visit the house, meaning we were constantly waiting around expecting people to come around our house making it impossible to relax. Finally, the final straw is that me and my friends moved out of the property 2 months ago and we are still no closer to getting our deposits back. When contacting Key West to find information out about the predicament they have been far adequate, very vague replies (if any reply at all) and the person who was in charge of dealing with our case is conveniently never in when i ring (or said they would ring back, which they never have). Not sure how/why estate agents/landlords have so much power in this day and age and why students have so little, the service me and my friends have received, in my eyes is bordering criminal, the only thing Key West were actually on the ball about was making sure we had payed our rent in time.

Michael · 25 October 2017

★★★★★ 5/5

Google

Its been nearly been a year since I moved to have my house rental to be managed by Keywest. I feel comfortable with Keywest as they do what they say and resolve any queries swiftly. I would particulary like to give a shout out to Amy and Shannon in the lettings team as they are both very professional and an asset to Keywest.PositiveResponsiveness, Quality, Professionalism, Value

Sunil · 24 October 2021

★★★★★ 5/5

Google

Helpful, friendly staff with good communication. Any issues are sorted straight away. Everything well explained and paperwork was sorted promptly. So glad we chose Keywest to help us find the perfect home. Thank you Paige, your help was greatly appreciated! Hannah Xx

Hannah · 25 October 2018

★★★★★ 5/5

Google

the best estate agents I've rented from since living in Leicester, very professional and responsive. Any problems are discussed and fixed as fast as possible and there is always good communication. If there has been a problem that hasn't been fixed fast it's only been because of the size of job. (we lost a bedroom window and it took a while to be replaced but this was during a covid lockdown and it was a BIG job) I highly recommend these guys for anyone looking for housing in Leicester, especially students as the price of our place was amazing considering what we got!PositiveResponsiveness, Quality, Professionalism, Value

Ellen · 24 October 2021

★★★★★ 5/5

Google

Managing my father's property while he is away, Asim one of the agents there is a top guy been communicating very well keeping me informed of progress. So all good I'm happy so is my father & many thanks to Asim 5* employee who found tenants very quickly. Well done chap.

Hemant · 16 April 2023

★★★★★ 1/5

Google

Awful place and awful service first time ever Have kept £120 of deposit from students . Reasons light bulbs and a few weeds in a patio apparently . And that's the truth Students beware use somewhere else first

Richard · 25 October 2019

★★★★★ 1/5

Google

Absolute rip-off merchants! Do not rent from these pirates. My son and his friends rented Uni accommodation from them. It was manky dirty when they moved in, ants, damp, the list goes on. Dispute repeated complaints, nothing was done until a few weeks before they moved out, then they got contractors in, early hours, regardless of disturbing their studies. Days of water switched off, boiler off, all sorts of essential services off. The mess the contractor left was incredible & when they moved out, they were charged for clearing the house and a deep clean. These guys just prey on students. Don’t even think about them; you’ll be sorry. N.b. Notice all the 4 & 5 star reviews are from landlords, not tennants!

Paul · 16 April 2024

★★★★★ 1/5

Google

If you're a student looking around for an estate agent, please do not use Keywest, under any circumstances, you WILL regret it I promise you. We have a range of bad stories about our time with keywest but it would take hours to write them all, instead I'll write the most recent and worst: When it came to handing in our keys to our house, we did, all of the keys handed in promptly before leaving. They called one of my roommates however and told us we'd be getting charged for lock changes, we were all very confused. Luckily we filmed ourselves posting the keys back through their door (this sounds weird but it's things like this you have to do when dealing with keywest) and sent them this and then they quickly changed their mind and it didn't matter anymore, why? Because their office had been broken into and someone had stolen keys, and instead of owning up to it, they decided to try to scam all the people who had keys stolen into thinking that it was their fault that the keys were missing. Luckily we filmed ourselves, which we did because we were not surprised that they'd try something like this at all, they're that bad. So please, consider another estate agent, don't be young, naive students like us because that is what keywest likes to prey on. Oh also I didn't mention, our first estate agent back in 2017 tried to bribe us into writing a good review about the company with beer. Thanks!NegativeResponsiveness, Quality, Professionalism, Value

Brad · 24 October 2020

★★★★★ 5/5

Google

Great service and support for all the team at Keywest. We have used there services on both lettings and sales having a positive experience each time. The team always go out of there way to support and ensure things are moving forward. A special mention to Sara and Preena who are always smiling and happy to help, keep up the great work guys :-)

Sanjay · 24 October 2020

★★★★★ 5/5

Google

I recently bought my first house I had no idea about the whole process and Tony, Bruce and Emma, along with the whole team have been absolutely fantastic at helping me at every stage. I cannot praise the team highly enough, especially during the pandemic, Emma responded to me very quickly and was very helpful with all of my questions, everyone has been very friendly, helpful and professional. Would highly recommend if anyone is looking to buy a house, the process was made very simple and easy for me!PositiveResponsiveness, Quality, Professionalism, Value

Char · 24 October 2020

★★★★★ 1/5

Google

Very poor communication from the agency. They often schedule property viewings without consulting current tenants, which feels like an invasion of privacy, especially since the property is already let for the upcoming year. Emails go unanswered, and there's little regard for the tenants' time or work-from-home schedules. Would not recommend based on this experience.

Katie · 16 May 2025

★★★★★ 1/5

Google

Completely screwed us over. Literal mushrooms growing out of our sink because the counter is rotten, and shower leaks onto the oven and neither are going to be fixed. They gave our house away to some other tenants even though we confirmed that we would be staying for next year so now we have to find a new place last minute.

Emily · 25 January 2025

★★★★★ 5/5

Google

Great Business who go above and beyond. The employees (especially Shannon Hurst) are professional, very helpful and go far beyond what other companies offer. Cannot fault this business, greatly recommended.PositiveResponsiveness, Professionalism

Umesh · 24 October 2020

★★★★★ 5/5

Google

Selling my house was a long process with several unexpected problems. Throughout it all Keywest provided an excellent service. Tony kept me informed with very regular updates, was always prompt when dealing with queries and problems and was easily contactable. Despite it being a complicated sale they made the whole thing run smoothly and with minimal stress. I would definitely recommend them and use them again

UrNaNsFliPfLoP · 25 October 2019