Frank Innes Loughborough reviews

★★★★★ 5/5

Google

Recently sold my property through frank innes.. Tracy, Katy, dan and Charlotte I delt with mostly and i couldn't say enough good words about them! Helpful nice genuine people .

Ollie · 26 September 2025

★★★★★ 5/5

Google

All the team at Frank Innes worked well to secure a seamless and positive sale for my bungalow in Loughborough. Recommended to any prospective customer.

Peter · 26 October 2025

★★★★★ 1/5

Google

Has to be the worst letting agents for customer experience that I have ever had to deal with. I would strongly recommend as a landlord or tenant you avoid this office.

Paul · 26 August 2025

★★★★★ 1/5

Google

Awful service. Took my holding deposit of £219 on the basis of 6 months tenancy with the 6 month upfront. Then asked if I could pay 12 months upfront wth! then asked for gurantor details. Very stressful. The reference checks did not go through and refused refund. Although I pulled out, the gurantor check did not go through and I feel i should of been refunded as there was no need for a gurantor if its a 6 month tenancy. The manager is abrupt and unfriendly. Would not recommend this agent. Please clarify everything before paying the holding deposit because she wont!

Zubair · 26 March 2023

★★★★★ 1/5

Google

These people are disgusting they have kept a Deposit of £190 from my Daughter who tried hardest to rent a property but due to so many different obstacles couldnt do anything than walk away from trying any longer. How things are at the moment that money could of been used towards a good cause but NO you robbed this from a hard working person. Shame on you. Would like to know where this money has gone because it would of been deducted from the rent if had all gone ahead.

Sharon · 26 March 2023

★★★★★ 5/5

Google

Very happy with the service, Sandra in the office was very helpful and the whole process was really smooth. I was given all the information I needed and it was a much more professional service than other agents I've used previously.

Zach · 9 April 2025

★★★★★ 5/5

Google

Sandra from start to finish was amazing in keeping me updated. Sandra was able to answer any questions I had and help with every step of the process. From star to finish I received a 5 star service.

Michael · 1 August 2022

★★★★★ 5/5

Google

Jamie and his team did an excellent job selling my Mum’s house and went above and beyond along with the Frank Innes lettings team to have a smooth transition from rental property to sold in a matter of weeks. Highly recommendedPositiveProfessionalism, Value

Rachel · 23 October 2021

★★★★★ 5/5

Google

Really good service throughout the purchase of the flat, always answered the phone quickly, polite and very helpful. Charlotte is a credit to Frank Innes, nothing to much trouble for her. Well done Charlotte, other Estate agents should take lesson from you in customer service and satisfaction.

Stuart · 28 May 2020

★★★★★ 1/5

Google

Emily is very rude to her clients and you should avoid at all costs

Pat · 26 March 2024

★★★★★ 5/5

Google

Really great service they were able to help with any questions I had - tenancy has been really smooth. Emily Heinzman has been particularly helpful with my tenancy queries and liaising between myself and the landlords!

Jake · 28 May 2022

★★★★★ 1/5

Google

Upon vacating the property, they kept me waiting for two months before advising they intended on keeping my security deposit. They were dishonest about the source of a leak in order to achieve this. Avoid at all costs!

Iain · 26 March 2025

★★★★★ 5/5

Google

I bought a property with the help of mortgage advisor Rochelle Abel, who I can say is a professional and provided me with the support and information necessary to understand the entire process. I highly recommend her!🤗😊 …

Aurelia · 26 March 2025

★★★★★ 5/5

Google

My most recent experience of dealing with Frank Innes leaves me with nothing but praise for the courtesy, service and communication I received from Martin. He provided excellent advice, prompt action and enabled me to deal with an urgent matter very successfully. I could not be more pleased with the outcome and would not hesitate to deal with him again.

Keith · 26 March 2024

★★★★★ 1/5

Google

Absolutely abysmal service, Emily Heinzman told me that with this agency your holding fee is non refundable even if you fail your referencing and apparently she has never heard of being refunded if the landlord chooses to not rent to you. She claims to have 10 years of experience but was unaware of this and says she has never heard of it. A very rude lady with an agressive manor who claims to be a professional, she behaved like a child over the phone to a customer who was just looking for information absolute terrible excuse for a professional and when challenged on her behaviour began to label me as “patronising”. Stay far away from this agency until she is no longer there or she has been punished for this abysmal behaviour.

Gianni · 31 August 2022

★★★★★ 4/5

Google

I moved into one of the rental properties managed by Frank Anne's in Loughborough few weeks ago. The agent was very supportive in my move and helped me settle in. I got an excellent service!!!

Chiamaka · 26 March 2025

★★★★★ 1/5

Google

The company seem to operate under their own rules when it comes to handing back holding deposits and pull clauses from their referencing document as to reasons why they will not give information back- this is even after referencing is sucessfully completed. Holding deposits are also requested and paid before any documentation is sent over to you or signed for. They do not appear to comply with the new model tenancy agreement and then punish applicants later down the line for honest disclosures when issues are spotted within the contract. They are difficult to speak with, refuse to answer calls and you need an appointment to visit them - their shop is not open to the public. I can see from other recent reviews that it seems other people have had similar issues with a female in the shop from the Lettings side. I wonder if this a problem with a power hungry individual or a systemic company problem.

C · 28 May 2022

★★★★★ 2/5

Google

As others have mentioned, there is an incredibly rude lady at this branch. Two years ago I moved into my property. When I visited the branch to enquire, I was treated quite poorly. The lady in branch was patronising and I was made to feel uncomfortable. I was looked down on, which I assume was because of my choice of weekend attire. When we spoke financials, she then changed her tone. This is not professional. At the end of my tenancy, there were also some small details I needed assistance with, which could have been quite easily dealt with. I had the pleasure of speaking with her again. She had no intentions to help, as if my existence was purely an inconvenience on her life. She was raising her voice and being aggressive towards me, for no reason. I am rarely left speechless. I will be raising an official complaint about the manner of which the staff feel that they can speak with their clients. This is not acceptable, by any means. The bonus is that your tenancy is managed by countrywide, who are professional and are efficient if there are ever any emergencies. We had a heavy downpour which leaked through the roof. I advised countrywide and within hours, there was a contractor at the property. I also had a fantastic landlord.

Ryan · 28 May 2022

★★★★★ 5/5

Google

I am a landlord and I’ve used Frank Innes for many years now to market my properties and take care of the move in / move out process including tenancy agreement and deposit scheme etc. I have found Emily H particularly to be a fantastic member of the team always very helpful and knows exactly what she is doing which is invaluable to me as the laws on renting seem to change so often, Emily keeps me in the loop. I value our working relationship. I would recommend Frank Innes to other landlords.

Richard · 28 May 2022

★★★★★ 5/5

Google

I rented a property through Frank Innes at a time when COVID was making things very difficult. I was moving from the south coast to the midlands for work, and at a time when things were a bit stressful, Emily at Frank Innes was efficient and friendly and took a massive weight off my mind. Any questions I had were dealt with within 24 hours and the move went smoothly. She will definitely be my first port of call if I need to move again.

Scott · 28 May 2022

★★★★★ 5/5

Google

Absolutely amazing. The agent assigned was Charlotte Tedds who went beyond what was her responsibility as an agent, both chasing up and relaying messages from my solicitors NBM whom were unresponsive to most forms of communication. I would definitely recommend using Frank Innes Loughborough based upon my own experience with Charlotte. My experience as a first time buyer was unique, in that for various reasons it took just over a year to get to completion, but if I had any questions (even stupid ones) Charlotte and her colleagues had no problem explaining things and being sure I was happy with what these things meant.

Ashley · 28 May 2022

★★★★★ 5/5

Google

I am a very satisfied tenant who was assisted to get a property that meets my requirements and was supported by the team. This team is amazing I was assisted by anyone who answered the call especially considering that I have just relocated from overseas. Well done team and keep up the excellent work you are doing.

Kethiwe · 26 March 2024

★★★★★ 5/5

Google

Abi sold our family home for us and she was great from start to finish. She made selling a house a nice and easy experience rather than a stressful and horrible one. She is warm, friendly, reliable and professional. Thank you Abi for everything.

KatyMay · 29 May 2019

★★★★★ 5/5

Google

Positive experience in selling our house. Charlotte was great and handled all the ups and downs really well. I had no issues with communication from Charlotte, I would recommend their services.

Matthew · 28 May 2022