Frank Innes Mapperley reviews

★★★★★ 1/5

Trustpilot

If you want your house sold, forget using them!

If you want your house sold, forget it! Very poor. I have been a letting customer of the letting side for 6 years. I am a buy to let owner with several properties under management with the West Bridgford branch. They asked I give them a shot at selling one of my house with them as normally use a different selling agent. I gave them a try and turned out to be a costly mistake . Only 3 viewings in 14 weeks. Yes, 14 weeks! When I asked to speak to the branch manager about what they are doing to sell my property, he refused to call me back and talk to me, despite being a customer on the letting side for 6 years! He eventually emailed me blaming the market, Iran war blah blah. I moved the sale back my usual selling agent who got me 6 viewings in a week and a sale within 2 weeks. The market hey?!. Complete apathy on the part of the branch manager who clearly doesn’t care about his customers. Disgrace!

Mr · 17 August 2026

★★★★★ 5/5

Google

We had a brilliant experience with Frank Innes Lettings. The team were very helpful and ensured our move ran smoothly. Kim was very supportive and made sure we settled in well. The team offered a personal experience and made us feel at ease. We really appreciate all they have done to help us and would recommend Frank Innes to anyone looking for properties in the area.

Dom · 23 September 2024

★★★★★ 5/5

Google

We had a viewing with Oliwia Brzozowska today and were really happy with the experience. She was friendly, professional, and very helpful throughout the viewing. Oliwia took the time to answer all our questions and made the whole process feel relaxed and well-organised. We really appreciated how approachable and knowledgeable she was. Overall, it was a great viewing and we’re very grateful for her help.

Qasim · 14 March 2026

★★★★★ 5/5

Google

Excellent service, fast and efficient. Pulled all the stops out and always at the end of a phone for any questions or queries. Thoroughly recommend Alice and her team!

Rob · 30 November 2025

★★★★★ 5/5

Google

Frank Innes Mapperley really helped me from finding and purchasing my property to getting it rented out - they’ve been fantastic and always straightforward to deal with , and quick to respond. I just wanted to thank the team, - they made the whole process as seamless as possible - including special mention to Abby and Bryony!

Elton's · 21 January 2025

★★★★★ 5/5

Google

Kim was great! Even got me in to my new place almost a week early!

Gina · 14 March 2026

★★★★★ 5/5

Google

Currently I’m in the process of purchasing a house through Frank Innes Mapperley. My experience so far has been head and shoulders above other estate agents. Alex (the estate agent) greeted us at the property with a printed out brochure and a very warm and professional manner. Alex was knowledgable and patient with all the questions I had for him. If he didn’t know the answer, he would be upfront and find out the answer for me. This meant a lot because, unlike so many other estate agents, it felt like I was talking to a real person, rather than someone just trying to get me to buy the property. Alice at the office has been really helpful and friendly too, so it’s clear they have an excellent team at Frank Innes Mapperley. Although the sale is not complete yet, I feel very reassured by their professional approach combined with a personal touch. Thank you all!

Michael · 26 October 2023

★★★★★ 5/5

Google

Jacob was amazing in helping with the move. Thank you so much!

Anna · 31 March 2026

★★★★★ 5/5

Google

Rylie kenmuir of Mapperly Frank Innes Has Been Absolutely Fantastic! Rylie has been attentive and very helpful from start to finish and is very enthusiastic about her work. Rylie has kept me in the loop all the way and answered all my questions. She has called and emailed me threw the whole process. Rylie has kept my mind at ease and guided me threw the whole process making it stress free and a pleasant experience! (Which isn't usually the case when moving or looking for another property) I would highly recommended Rylie and her team as they are all enthusiast about their job roles and make it their priority to keep you in the loop. The team provide a high standard experience. Thankyou To Rylie and the team for all the support and help they have provided me with. Highly recommended ⭐⭐⭐⭐⭐

Isabel · 27 June 2023

★★★★★ 5/5

Trustpilot

Frank Innes - 5* service

I have had the best experience using frank innes to manage the rental of my property. Eden has been so amazing with open communication, finding the perfect tenants and on hand with any questions I have. I couldn’t recommend her highly enough! Thank you Eden for always putting me at ease and being such a lovely and efficiently organised person!

Jasmine · 16 September 2025

★★★★★ 5/5

Google

We dealt with Elliott Maynard for the majority of the process who provided fast, polite, and informative replies via phone and email to keep us updated as time passed and as the vendor completed steps on their side. The property we were looking to buy had some issues so we wanted to negotiate the price down accordingly, where Elliot was the middleman. We found him to be fair and reasonable during this, understanding that we were going to be paying out for substantial repairs immediately after purchase, but was also transparent about what he and the office believe the property could sell for. He was patient and gave us plenty of time to think and revisit the property before deciding. Ultimately the sale did not go through, but we would be happy to deal with Elliot and Frank Innes Mapperley again when we find another property.

O0mix0O · 25 February 2023

★★★★★ 1/5

Trustpilot

Absolute nightmare

If I could give 0 stars, I would. Rented my home through them as I was moving to Australia I paid for the top package as I didn't need the hassle. I have had to sort everything anyway, tenants coming to me frustrated as nothing is getting sorted. Every time I email them, no one has a clue what is going on. I have about 3 property managers for 1 property and I'd be more likely to get hold of Queen Liz via ouija board than them. I asked when the inventory report was being done and was told a month after the tenant moved out, told them not possible as the rent pays my mortgage to be told oh it's in 2 days, I got my dates mixed up. All that finished, was told I could get the keys after the report was finished... shock, still didn't get the keys. Was told they would be dropped off at 8am... guess what! No keys. Lost my future tenant and the work man all in one swoop. Best part is, it is no longer being managed by them so the spare keys could have been given. An absolute waste of time and money. Avoid at all costs!!

Rach · 25 April 2026

★★★★★ 5/5

Google

I recently moved to an apartment and we were greeted by Kimberly who was lovely from the first time we met all the way to when she handed us the keys. My experience with Frank’s Inns has been a pleasure and will definitely recommend to anyone considering moving.

Cooper · 17 November 2024

★★★★★ 1/5

Trustpilot

I will start of this review by saying…

I will start of this review by saying Kiera and Leah were absolutely lovely and they did their best to help me through this 6 months, but this is an Absolutely horrendous company! When I went to view the rented property, the current tenants were just about to move out so there were boxes stacked everywhere which unknown to me, were hiding BIG problems. I went to collect my keys from frank innes really excited for our new home, I have a 2 year old son with autism and health problems so getting him settled was my absolute priority and I was sure this house was our new start! When I signed for the keys they did an inventory and I looked through all the photos which looked fine, so I signed! BIG MISTAKE! When I arrived at the property I just broke down in tears. The smell hit me as soon as I walked through the door, walked into the living room and there was just rising damp all over the walls, the walls had holes in and were crumbling. This was accompanied by black mould in places. The house was absolutely filthy, all the blinds were mouldy, the carpets were marked and had dog fur all over them, I then went upstairs, what would be my little boys room was freezing cold, I then noticed the window was broken and cold air was coming through. Looked up at the ceiling in the hallway and it was bright yellow, all damp! Most of the windows in the property were blown making the whole house cold.I rang frank innes and spoke to Leah, she was absolutely devastated and had no idea that the property was in such poor condition, she couldn’t apologise enough. Anyway, I was told that I could still move into the property and that it would all be sorted for me as soon as possible! So I moved all of my stuff in the next day only to then find out there was no heating and no hot water in the bath or shower! Again, I rang frank innes, was told it would be sorted. Anyway, a week and a half later, still no heating or hot water!!! This eventually got sorted in around 2 weeks time! My little boy couldn’t even stay at home with me because it was freezing and we had no hot water! And as for the rising damp and all the other problems this wasn’t sorted out for around 3-4 months!! So myself and my little boy were living in an absolute state for 3-4 whole months. During this time I had environmental health out who also said the property was in a Very poor state. Then Whilst the work was being carried out we had to go and live with my mum for around 4 weeks. Now 6 months later We have now decided that we are moving out, since moving in we have had nothing but issues. And now to top it off I have been without heating for 4 days, the house is absolutely freezing and yet again my little boy has had to go and stay with my mum. So I have now had to bring my moving date forward yet I’m still paying for the rent, an absolute joke! The landlord has been blamed for most of this but since talking to him it seems that is not the case. The whole thing here is, if the inventory had been done by someone who was actually capable of doing their job correctly the property would never have been rented out in the first place. But anyway, if your wanting to move into a property where issues will be sorted swiftly and done properly then I would suggest renting from a different company because their property maintenance team is absolutely terrible and don’t have a clue what they are doing.

Eva · 15 November 2024

★★★★★ 5/5

Google

I recently used Frank Innes to rehome following my previous landlord selling up. The team of Chloe and Jessica were professional and friendly throughout the process and I was in my new home in under 2 weeks from viewing. Great service and I was impressed, a welcome gift was an appreciated extra. Thanks for everything!

Luke · 26 July 2024

★★★★★ 5/5

Google

I am a long standing tenant and can honestly say that when I have needed any assistance (eg when my oven broke), then Kim Watkins provided excellent customer service-arranging for a replacement oven within 24 hours from when it was reported! In 12 years as a tenant I have zero complaints!

NORMAN · 14 March 2026

★★★★★ 1/5

Trustpilot

Zero service.

As I new tenant, the Customer service I have received from Frank Innes in Derby has been shocking. There is no follow up of requests made. There are spelling mistakes in both the advert and contract. Incorrect information provided in the inventory and schedule of condition. eg. I live in a 1-bedroom flat but according to the inventory I live in a 2-bedroom flat. Not only was I incorrectly informed as to which company provides electricity but I was also given the mpxn/MPRN number of another flat's electricity meter. Calls are rarely returned and urgent matters that need to be resolved are ignored. The staff I have dealt with are only interested in securing the deposit and rental payments.

Lynne · 6 November 2024

★★★★★ 5/5

Google

We let our property through Frank Innes Mapperley and I have to give special thanks to Lauren Lonsdale who was excellent throughout. Lauren found a dream tenant for our property. She was clear and responsive in her communication and always happy to answer questions or concerns from the start of arranging potential tenants to view the property and all the way throughout the contracting process. Lauren's attention to detail is second to none and I would highly recommend her if you're thinking / looking to let a property.

Elizabeth · 29 August 2022

★★★★★ 5/5

Google

The best in notts! Kim and Lauren made the process of buying and renting so easy for my wife and I. Their helpfulness, knowledge and kind nature really ensured that the process was stress free. Any questions or queries I had, they were really happy to help, with a quick response. They made sure the house was the most suitable for me and my family and within budget. I would really recommend anyone in notts to go through them when buying or renting. We are delighted with our new family home :)

Musa · 29 August 2022

★★★★★ 5/5

Google

I have typed 5 times and erased because I’m not sure what I had written suffices of how glad I am to have rented through our amazing letting negotiator Kim Watkins. The team at Frank innes Mapperley are a lovely bunch! Kim was exceptional with keeping me abreast of everything I needed to know and be aware of while I was in the process of renting. It was pretty daunting due to my situation at the time (checks,processes… sigh) but I’m more than grateful to have gotten the support I needed all the way from Kim Watkins and the team. It was an outstanding customer service rendered to me. Thank you ever so much! 💕

Boluwatife · 25 July 2022

★★★★★ 5/5

Google

I'm happy with my experience renting through Frank Innes Mapperly branch. From start to finish, they provided exceptional service and made the whole process seamless. A special thanks to Kim Watkins for her outstanding professionalism and dedication. I would highly recommend Frank Innes Mapperly branch to anyone looking for a reliable and efficient rental service.

Sibate · 27 May 2024

★★★★★ 5/5

Google

Exceptional Service from Abby at Frank Innes - Highly Recommended for Property Investors! I have been working with Abby at Frank Innes Sales and Letting Agents in Mapperley, and I can confidently say she has been an absolute game-changer for my property portfolio. Abby is my main point of contact for managing all my properties, and her dedication, efficiency, and professionalism have completely transformed the way I run my business. From day one, Abby has been nothing short of incredible. She’s always on call and immediately actions anything I need, which has been a huge relief as a property owner. Whether it’s arranging repairs, dealing with tenant issues, or offering sound advice, Abby is consistently there with solutions, making property management a seamless process. Her proactive approach and wealth of experience have saved me countless hours and headaches. I truly believe she is the reason my properties are running as efficiently as they are today. I wouldn't trust anyone else to manage my portfolio, Abby is hands down the best! I will continue to have all my properties managed by Abby and the fantastic team at Frank Innes, and I highly recommend them to any property investor looking for top-tier management services. If you want peace of mind and a team that truly has your back, look no further than Frank Innes Mapperley, especially Abby. Thank you always

Sas · 23 September 2024

★★★★★ 5/5

Google

My partner and I have just been through the moving process with Frank Innes. As previously moving house within the Nottingham area, we were dreading having to do it all again. Other agencies we’ve been with before have been rude and unethical. We were so pleasantly surprised and grateful for how personal and professional Abby was when helping us with our move. Every communication felt genuine and things were actioned for us seamlessly. We will certainly stay with Frank Innes now in future for renting or buying. We feel we can really trust the team. Thank you!

Abi · 23 September 2024

★★★★★ 5/5

Google

Did a viewing with Oliwia for a property im looking to purchase. She was thoughtful, professional and very knowledgeable of the surrounding area. Thanks to her, I was very happy putting a competitive offer down on a property following my viewing. I would highly recommend her.

Ben · 17 March 2026