Frank Innes Loughborough reviews

★★★★★ 4/5

Google

The twist and turns of the long ongoing saga surrounding the sale of this small starter home could have kept the reader of thrillers intrigued from day 1 until the final hour. For a known and fixed fee the staff doggedly and professionally dealt with scores of inquiries, organised numerous viewings , dealing with false starts, changes of mind, withdrawn sales, re marketing, collapsed chains ,unrealistic demands from difficult buyers,technical problems and last minute legal hitches, whilst always trying their uppermost to keep all parties informed and the process moving to completion. They definitely earned their commission.

J · 29 May 2019

★★★★★ 5/5

Google

The letting side of Frank Innes - Martin and his team have been great! Have used them several times now, and every time the service has been outstanding. Would definitely recommend

Dina · 29 May 2019

★★★★★ 5/5

Google

Great experience with Frank Innes when moving rented properties. The whole process went very quickly and smoothly. Emily was incredibly professional and approachable throughout!

Chloe · 28 May 2021

★★★★★ 1/5

Google

Poor communication. AWFUL customer service. Accused of being aggressive (by an angry raised voice on the other side of the phone) simply for trying my best to correct the situation which was their fault and trying to ensure that the issues (which I have addressed with them at least 3 times before but clearly been ignored) don't keep reoccuring. They have clearly taken on more than they can handle and believe that taking it out on tenants is the best way to deal with their 'workload'. I'm sure our landlord, who seems to be amiable, understanding and cooperative, would be VERY disappointed by the way they are running his property and treating his tenants. Will NEVER recommend.

Bonita · 29 May 2018

★★★★★ 1/5

Google

I first rang to make a viewing for a property to which all my details were taken and to be told at the end that there is already too many people booked in to see it and wasn't space for more. I thought that was odd but it didnt suprise me. I got a call back from them after a week or two asking if I'm still looking, I said yes, and was told which properties were available. The lady mentioned the one I originally wanted to view and I said well I did ring to view that and was told I cannot view it. The lady didn't comment on that but as I'm looking I didn't say no and went ahead and made a viewing. I made another arrangment to view another property to my liking and it was perfect and what I was looking for. I was told throughout the viewing that the landlord was looking for a long term family, which we are, and made sure of our interest. We made a call soon after the viewing and gave our details. We got a call few days later saying the last people haven't been able to make an application payment and as your next on the list are you able to if still interested. We went ahead with it straight away and payment was made and accepted. Thinking we had the property we were so excited as we got the impression we got it. Following day we got a call to say that the landlord decided not to proceed with our application. The EA couldn't give us a reason so I kept asking why, he then said the 'children'. This as you can imagine made us so angry as this was clear discrimination, we was told by Martin, that the landlord is looking for a family and long term. It's a 4 bed property. It just didn't make any sense and left us feeling baffled, completly let down and deflated. We asked for an urgent call back but there was no response from Frank innes. It took almost 2 weeks for them to refund my money back. The lady on the phone was very rude, blunt and had an arrogant attitude. After telling her how bad their service was, she hung up. Whoever that was needs to be sacked. Very unprofessional. There's not much to say other than a complete disappointment. I had to click a star to post this but it's 0.

Leeja · 29 May 2018

★★★★★ 1/5

Google

You have been the worst estate agents I have ever delt with. Your communication skills between staff is non existent, You charge at every point during the rent process because your simply greedy, it takes a very long time for you to fix anything to do with the property, tradsmen simply breaking into the property without permission or forewarning, its taken 3 months and still no deposit, your staff were rude when i was leaving the property, they charge for a refrence 5 min phone call 25 quid which is a joke also didnt tell me that was the case delaying my new agreament. You guys are bloody awful.

John-Paul · 29 May 2018

★★★★★ 2/5

Google

My biggest issue has been with the manager, the rest of the stuff have gone out of their way to help with most issues. The communication has been woeful, the urgency to get jobs done (such as my shower which had a leak), not good enough. I've asked for money back because my en suite shower hasn't worked for 5 of the 6 months of my contract, had a speedy reply from the property manager, who said she'd passed my message on to the Loughborough agency manager, that was a week ago now. As I expected, he would either ignore me, or try to b.s me. Will now be looking to take legal action, just to ask for something that should have been offered to me, and could quite easily have been sorted in a couple of days. If it wasn't for the rest of the stuff, it would be 1 star.

Gee · 29 May 2018

★★★★★ 5/5

Google

Quite simply the best estate agent I have ever dealt with. The Loughborough branch of Frank Innes has a young but experienced dynamic, proactive team of Charlotte, Leah and Jack. Their communication with the customer is also first class. After months of getting nowhere and next to no viewings with a previous agent, within days of my property going on the market with Frank Innes they got a plethora of viewers, and with several offers to choose from the property was sold within the first three weeks of being marketed through the Loughborough branch of Frank Innes. The whole process was surprisingly easy, straight forward and most important stress free. Proving choosing the right estate agent makes the world of difference.

Jack · 29 May 2018

★★★★★ 5/5

Google

Friendly staff that keep you up to date regarding your rental application process. The process of renting was new to me, however, Frank Innes staff answered all my questions and dealt speedily and very efficiently with all correspondence. Highly recommend this letting agency

Richard · 26 March 2024

★★★★★ 5/5

Google

We have moved to the UK in early August 2021. It was a very difficult time to find a suitable house. Sandra from Frank Innes helped us to find a house in Loughborough. She was kind, helpful and very professional throughout the whole process. We were able to move in just a couple of week after we have contacted her. We will be forever grateful.

Avsar · 28 May 2022

★★★★★ 4/5

Google

Good experience dealing with Frank Innes. The process was fairly straightforward and the team were easily contactable. Would recommend.

Jessica · 26 March 2025

★★★★★ 5/5

Google

We have used Frank Innes Loughborough as letting agents for a number of years and have always found the service from Martin, Emily and Team to be prompt, reliable and reasonable value. Most of all we have been impressed with the quality of tenant that they have found for us which for a landlord is the most critical service a letting agent can offer.

Stephen · 28 May 2022

★★★★★ 1/5

Google

It's funny how the response to negative reviews about lettings tries to pass the buck saying this listing is nothing to do with lettings yet the positive reviews, mostly from landlords, are not re-directed!! Idiots! Not surprisingly the positive reviews from landlords are because they must be ecstatic that they are getting a ridiculous amount of rent for their average properties whilst the tenants are getting ripped off left right and centre with the highest fees payable in Loughborough. I'm sure the agents at Frank Innes deal with the landlords in a completely different manner than the tenants and can't do enough to please them. But if you're a tenant watch out as they charge the earth to do relatively nothing. Stay away!

Emma · 30 May 2015

★★★★★ 1/5

Google

I'm sure I will get a response to this review saying it doesn't relate to this listing as it's do to with lettings, well actually it does as Frank Innes is the company in it's entirety. All the idiots I have had to deal with in the lettings department are employed by Frank Innes so quite frankly dismissing these reviews as having nothing to do with Frank Innes the estate agents is rubbish and totally reflective of how your agency passes off mistakes. Your letting fees of £400 are totally unjustified and the highest by over £100 in Loughborough. Your lettings staff are both incompetent and unhelpful and are ill equipped to deal with the merger of a number of agencies. Your policies are not universal and apply to people as and when you feel like it rather than across the board. I loath the fact I have to deal with you.

Matthew · 30 May 2015

★★★★★ 1/5

Google

As there is no option to give a minus score, we feel it only fair to give the lowest score possible. Since Chris Newton has left the standard of service to tennants as dropped to, in our experience, zero. Emails left unanswered for days, complaints ignored, repairs left for days (some even left for months) and differing information provided to landlords and tennants it would appear. We would never rent a property through Frank Innes again and it has got so bad, we have handed notice in on our current property. AVOID at all costs!!!

Andrew · 30 May 2014

★★★★★ 5/5

Google

We recently purchased a property which Frank Innes were marketing. Our contact was Jack Bates at the Loughborough branch and he did a fantastic job of overseeing the transaction. We had a particularly difficult time with the sellers solicitors and Jack ensured the process went through smoothly and without fault. My partner and I were extremely thankful for Jacks hard work and great communication. I would definitely recommend the services of Frank Innes.

Tom · 28 May 2020

★★★★★ 1/5

Google

We recently rented a family property through Frank Innes but have faced a series of issues - poor quality renovation work, house was not cleaned properly, inventory was largely incorrect, and so on, and little responsibility was taken by them due to all of the above being outsourced to third suppliers. Would not recommend!

Anna · 26 March 2023

★★★★★ 1/5

Google

Quite literally the worst estate agent I have ever used and have the unfortunate displeasure of still having to use. Terrible customer service, seemingly below average intelligence for every single member of staff on top of being rude and incompetent. So frustrating when trying to get simple things done. Charge above market average fees for everything and take an age to get anything sorted. Honestly do yourself a favour and find someone else to rent through.

Luke · 29 May 2018

★★★★★ 1/5

Google

Left without hot water from January - March. Finally after the 5th yes 5th visit from an engineer it has been fixed. When contacting countrywide or frank innes they don’t seem to care or think that is an issue that is has taken such a ridiculously long time. Avoid renting or letting your property with this company.

Matthew · 28 May 2022

★★★★★ 1/5

Google

We recently rented a family property through Frank Innes but have faced a series of issues - poor quality renovation work, house was not cleaned properly, inventory was largely incorrect, and so on, and little responsibility was taken by them due to all of the above being outsourced to third suppliers. Would not recommend!

Anna · 30 September 2022

★★★★★ 5/5

Google

We have used Frank Innes, as our letting agents, for a number of years and have always received a very professional service, particularly their ability to find tenants who pay their rent! They also have a team of contractors who have attended to any problems with the properties in a timely fashion at reasonable prices. I have no hesitation in recommending their service.

Sean · 28 May 2021

★★★★★ 1/5

Google

Woman I spoke to didn't care at all about the bizarre situation we find ourselves in. Basically we are buying a house but have been told we need to wait six months before it becomes available. Our notice is up in two weeks in the house we …

Ben · 26 March 2023

★★★★★ 5/5

Google

I have been a landlord for 20 + years, and use Frank Innes Loughborough for property letting. I find the whole team very professional and helpful. I have had particular contact with Emily Heinzman who's judgment I trust, she finds me tenants and deals with any problems that arise. She operates in a very professional manner, always responding promptly to any queries or actions I require.

Andrew · 28 May 2020

★★★★★ 5/5

Google

Lovely group of people, all very helpful. Couldn’t recommend enough!

Lucy · 26 March 2025