Every review we hold for the Macclesfield office, from every platform, shown as written. First names only.
★★★★★ 1/5
Google19.11.25 Complaint Regarding Unprofessional Conduct
Dear Ruth & the Rooftops Macclesfield branch senior management team,
I am writing to raise a complaint regarding an incident that occurred today at around 4:40pm during a phone call with Louise.
I had called to request a viewing for the rental property on George Street, Macclesfield. As I will be making a three-hour round trip tomorrow, I asked for written confirmation of the appointment. After several refusals of this basic request, Louise responded with, “Can’t you remember it?” I found this remark rude, unprofessional, and mocking.
I explained that I have a learning disability, which is why written confirmation is particularly important for me. Despite this, she did not apologise or acknowledge how inappropriate her comment was. This left me feeling dismissed and disrespected.
The Equality Act 2010 requires organisations to make reasonable adjustments and ensure individuals with disabilities are not placed at a disadvantage. In this case, refusing a simple written confirmation, and responding in a mocking manner, felt discriminatory and inconsistent with the standards expected from a professional service provider.
Based on this interaction, I do not feel reassured that, should I rent a property through your agency, I would be supported appropriately when dealing with housing queries or issues. This experience has seriously undermined my confidence in the level of care and professionalism I can expect as a tenant.
I would like a clear update on how this complaint will be addressed, including what specific actions will be taken to prevent similar incidents in the future. This should include staff training, improved communication procedures, or any other appropriate measures. I expect that this matter will be taken seriously and handled promptly.
Kind regards,
J Davidoff
Joseyposey93 · 16 December 2025
★★★★★ 5/5
GoogleWe used Rooftops for a year’s renting and had an excellent experience with them. They were supportive with our needs when we were looking and took us round immediately when the property had been put up to let, meaning the stress of finding somewhere was diminished. There were some maintenance issues in the property but they were fixed swiftly. It did need things replacing which were fixed instead and thus would only last short term, however that’s a landlord decision rather than the agency and they completed the repairs very quickly, working around our work schedules. Correspondence is simple via email and phone and responses are timely. We worked hard to clean the property and ensure it was left in a great condition, this was recognised and our deposit was returned quickly, too. The best experience I’ve had with an agency in Macclesfield.
Leanne · 25 March 2024
★★★★★ 5/5
GoogleThe staff at Rooftops, especially Angie and Louise, are extremely kind and helpful. They helped me every step of the way when I wanted to rent a place and the communication was very timely and efficient.
Took me just about 2 days from the viewing to get all my background checks done and paperwork started.
Can’t recommend them enough!
Samarth · 25 March 2024
★★★★★ 1/5
GoogleI recently had the unfortunate and very bad experience of dealing with Rooftops. It was a huge disappointment. The staff's unprofessionalism and lack of seriousness were evident from the moment I contacted them.
They booked my viewings, once they cancelled saying we have let the property, second time saying the property don't accept baby while my friend is already living at the building with 2 kids and third time, they didn't bother to come to the property.
During phone calls, I was met with a dismissive attitude and a clear lack of interest in helping me. When I asked for assistance with finding a property, the representative barely listened to what I was saying.
I would not recommend Rooftops to anyone looking for renting a property.
Zain · 26 April 2025
★★★★★ 1/5
GoogleRude staff, apartment was damp and was never fixed. Neighbors advised it has been a problem for years. When me and my ex moved out, staff member said to me that she thought my ex 'was trying to pull the wool over my eyes', not knowing we had a very good relationship. She didn't even think this was rude, inconsiderate or insensitive! They only took around 20 pics when we moved in when doing the inventory but took 100's when we moved out! Would NOT recommend!
Susan · 16 June 2018
Agent replied · 14 June 2024
Hi there, sorry to hear you were unhappy with how your tenancy ended I believe only a sum of £80 for cleaning was agreed and deducted from your deposit. If you would like to discuss the matter further please contact the office on 01625 434561
★★★★★ 5/5
GoogleAlthough I didn't end up renting, Louise went above and beyond to help me find somewhere
Sophia · 27 August 2024
★★★★★ 5/5
GoogleSamantha, Emily, Angie and the team are extremely helpful and supportive. They go out of their way to make the house move experience a pleasurable one. I would recommend anyone to rent with them.
Jeanette · 16 April 2023
★★★★★ 1/5
GoogleThese people are not recommended. They didn’t take care of the house (heater broken in Christmas Season, shower broken, no tv antenna for 6 months…) and finally when I left the house they wanted to charge me £230 for cleaning. I have pictures and I will take legal actions. My advice, don’t rent from them and if forced to do it, please take pictures of everything for your own good. Thanks.
Roberto · 16 April 2023
★★★★★ 1/5
GoogleRecently tried to view a property on canton walks but was told the landlord had found a tenant himself only to find the same property still online and reduced by £100 per calendar month, when I asked why I was told because I am on housing benefits which is unlawful and very upsetting
Ally · 25 March 2024
★★★★★ 1/5
GoogleAbsolute waste of time, called them to book viewing, after asking thousands questions they booked for the next day. Went to the property no one turned up and when I called them they said sorry we have not got any booking today. Ridiculous
Esi · 29 May 2024
★★★★★ 1/5
GoogleShocking levels of incompetence, rude staff who have no idea of how to communicate with potential tenants in the correct mannor. If you are a landlord and thinking of using this company stay well away as they think nothing of steering people away from your properties who are potentially great tenants!!!
Greg · 16 June 2018
Agent replied · 14 June 2024
Hi Greg, sorry to read your review if you would like to contact the office and speak to myself regarding this. Many thanks Samantha
★★★★★ 5/5
GoogleI've been dealing with Rooftops for a couple of years now and Angie & Louise have been stellar. I had to move out of my previously rented place and Rooftops made it painless to find a new a new place and help me settle quickly.
Roman · 16 April 2024
★★★★★ 1/5
TrustpilotAbsolute waste of time
Absolute waste of time, called them to book viewing, after asking thousands questions they booked for the next day. Went to the property no one turned up and when I called them they said sorry we have not got any booking today. Ridiculous
Esi · 23 May 2024
★★★★★ 5/5
GoogleKas is very helpful - tries his best at all times. All the staff at Rooftops Macc are a pleasure to deal with! Highly recommend
Kate · 16 June 2019
★★★★★ 2/5
GoogleReally disappointed. Called and spoke to a very friendly lady, who took my details and said they would pass them on to the relevant person. A few days passed and no response. Phoned during opening hours and it went to voicemail. I left a …
Adrian · 16 April 2023
★★★★★ 1/5
GooglePoor communication and rude staff. I would not recommended.
Patrick · 25 November 2024
★★★★★ 5/5
GoogleJust a fabulous team all around. I was really struggling to find a property not only because of my requirements, but then rental market was going so quick during COVID. When I called up, they showed me a property that was going up that day …
Kate · 16 April 2021
★★★★★ 5/5
GoogleReceived a great service from this letting agency. From start until the end of my tenancy.
Francis · 25 March 2024
★★★★★ 4/5
GoogleUsed Rooftops Wilmslow as a tenant and Macclesfield as a landlord. Staff at both offices helpful and knowledgeable and responded quickly to contacts. When tenants of our Macclesfield flat requested assistance, Rooftops staff contacted us on the same day and arranged repairs for tenants as a matter of urgency.
Elaine · 16 April 2020
★★★★★ 1/5
GoogleI was beyond bewildered by the level of unprofessionalism and negligence I encountered in dealing with them. They took weeks to come in and look at a broken window even though it was winter. When they eventually sent someone, winter was …
Yvette · 16 April 2021
★★★★★ 5/5
GoogleThank you the Rooftops Team really helpful.
Sam · 16 April 2024
★★★★★ 5/5
GoogleFantastic service from start to finish helping us rent a new home! Thank you so much!
Nathaniel · 16 April 2023
★★★★★ 5/5
TrustpilotExcellent Letting Agency
Excellent customer service. Prompt response and a wonderful team whom you can bank on. Would highly recommed rooftops Hale.
Sourav · 8 December 2022
★★★★★ 1/5
GoogleExtremely not recommended. Terrible agent, Terrible experience.
Yuri · 16 April 2023
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.
