Frank Innes Mapperley reviews

★★★★★ 5/5

Google

The agent that we dealt with was called Jessi Pabla. It was an all round positive experience, she was extremely helpful, polite and professional, ensuring that she found us the perfect property that fit our exact criteria. I would definitely recommend Frank Innes mapperley and Jessi Pabla in particular.

Andrew · 26 July 2018

★★★★★ 5/5

Google

Very professional service from the Sales team. Highly recommended.

Alex · 27 May 2024

★★★★★ 5/5

Google

I am very happy with the service provided by Rylie Kenmuir of Frank Innes, I found her very polite and efficient.

Ian · 10 September 2023

★★★★★ 1/5

Trustpilot

Overpromised me and took money off my tenant without agreement

Agent in branch (who had now left) lied and over promised. Took money off my tenant they had no tenancy agreement to cover and head office don't seem to understand the legalities of this and have no urgency to return the money to the tenant.I have moved the tenancy to a much better agent and 2 months later Frank Innes are still holding the deposit despite repeated chasing from myself and the new agent. Do not use. Minor issues become major problems and they fail to acknowledge this.

LH · 4 March 2019

★★★★★ 1/5

Trustpilot

Try taking you for a mug!!

Try taking you for a mug!!! Myself and my partner got our renewal tenancy agreement come through and they wanted to charge us more but the property had no improvements and we were told it was the right price for the area. We then asked if the price could stay the same and were told they would get back to us in 7 days we heard nothing, contacted them back and still no joy so had to spend nearly £2000 to move to another property to then find the bungalow is now up for the same price as what were paying. They just wanted to test us and rip us off stay well a way from them and they are so rude

Jay · 2 January 2019

★★★★★ 1/5

Trustpilot

Bingham Office

Absolutely terrible! Avoid avoid avoid! I rented a property through them and although the renting process was relatively straight forward the fees are extortionate. The issues in the property were dealt with extremely slowly and I spent hours and hours chasing responses from their so called property management team. I was left with no boiler following an issue with the electrics for nearly two weeks and they had the audacity to tell me it had just simply been turned off. (I am a property manager myself - not a complete idiot. Well done countrywide!) at the end of my tenancy I was thankfully released early. However, three weeks later I am still chasing my overpaid rent back (for the majority of the month - not a small amount) and after a conversation with the branch and then the property manager I am no further forward despite being promised updates. Now for the deposit. I am fully aware of all legislation regarding deposits and deposit returns. However, not to have heard a word in 2 weeks was not acceptable. I chased this up with the property management team to be spoken to very rudely and to be quite honest I was horrified at her attitude. She barked at me that she had not received the check out (w2 weeks later) and that she had processes to follow. I understand that but when I told her that it was unacceptable not to have received the checkout after two weeks her response was (is it? Is it realllllly?)I was disgusted at this point. Another week has passed and nothing more has been heard other than a snotty email telling me she has the checkout and she won’t be in touch again until she has spoken or heard from the landlord. Let’s see how long they withhold money paid and my deposit for. Horrible. Horrendous. Rude. Non communicative. Money grabbing idiots. AVOID AT ALL COSTS

Becki · 15 August 2018

★★★★★ 1/5

Trustpilot

PLEASE DO NOT USE

Very poor service from FRANK INNES following an excellent start by Scott.Three breaches of contract in the first few weeks and then leaving our house UNLOCKED AND THE DOOR OPEN!! We asked for a sale board, not provided, breach of contract; we wanted to use the online tool Scott spoke off, removed by the company, breach of contract; we wanted escorted visits by Frank Innes staff, first three potential buyers we had to escort ourselves, breach of contract. This last example was Frank Innes making appointments when there team are not available, ie weekends and evenings. Some sales people they turned out to be, if they can't sell an appropriate time slot to a customer how are they going to sell a house. This put us in an unenviable situation as we had to do the viewings as we wanted to sell the house, other estate agents we worked with to buy a house NEVER let the customer near a buyer as they are not sales people and may lose the sale. The final straw with this company, we went away for a week house hunting and left the keys with Frank Innes, they accompanied one visit to the house and their representative LEFT THE PATIO WINDOW UNLOCKED AND FULLY OPEN, the house totally insecure for four days, heating on 24/7 for four days. Pathetic excuse of an apology and a meagre £200 off a bill of over £2000!!After the house was sold, we really had to think hard what on earth this company had done to earn over £2000, through out the process they gave us no information I didn't already know. (The house sold to a buyer who had looked at 17 other houses liked ours, negotiated with us, not the salesman and offered the asking price). PLEASE DO YOUR RESEARCH, READ REVIEWS AND CHOOSE ANOTHER ESTATE AGENT.

Andrew · 27 July 2018

★★★★★ 5/5

Google

Kim and the girls were extremely professional and helpful. Excellent service.

Charlotte · 29 March 2024

★★★★★ 1/5

Trustpilot

OVERALL RATING 0

OVERALL RATING 0I put my house on rent thru Frank Innes in 2008. They signed an agreement contract to rent my property, manage it, carry out regular checks and ensure the property would be well looked after. I was ensured I would find it as I left it! Originally all documentation were in place with a full inventory and pictures taken of the property, a set of 3 keys were left with them(2 for the tenants and 1 set for them) They told me to leave it as partially furnished as it would help to get a better rental rate. I left the property in a pristine condition as I was living there myself. The dining room had curtains, dining table n chairs, a book shelf. The sitting room a three seater with 2 beautiful sungle chairs n curtains. The kitchen had a fridge n washing machine. Both rooms upstairs had cupboards, curtains, mirrors and beds. The outside garden was easy maintenance with stones and a lovely bench.Last year I contacted them to issue termination of rent to the current tenant and they took 5 months to just issue the termination. The tenant absconded from the property without, paying the last months rent and just posted the keys of the house back thru the letterbox. It was only when emailed them to ask/follow up if the tenant had moved out, was when they decided to call the tenant. They apparently called the tenant and mentioned that they had to carry out checkout procedures and keys were to be dropped of at the office. But this was after the tenancy had ended! The tenant replied, "I don't care do what you want."They didn't follow up the end of tenancy! No keys were returned to the office and no inspection was carried out. They breached my contract with them as my estate agents!I was then told they had no access to the property as they had no set of keys!They had to change the locks to enter the property and charged me for it! ALL the furniture in the property was missing, from dining room sitting room, kitchen, bedrooms , not even a single curtain remained carpets torn and ripped, the garden was full of overgrown rubbish n just mud, there was just rubbish everywhere, including a front double glazed door damaged!They deducted management fee every month from my rent with an agreement to ensure me that when I returned I would find the property as I had left it. They lied! They were very unprofessional, didn't reply to any of emails, did not abide with my contract with them to ensure they would carry out regular checks on the property despite taking a management fee without fail! They totally breaches my contract with them as my letting agents.I was absolutely devastated when I saw the check out images. This showed me that they steal your money stating its their management fee to look after your property, but in actual fact they pocket your money and take advantage of people who they know are not with in England. They are conartists and took me for a very big ride. They even requested for up front payment from me for boiler repairs in February and threatened me to say the tenant will put charges against me! I immediately paid them over the phone and they DID NOT even carry out the repairs and kept my money till last week when I said it was illegal to con somone for repairs money and NOT carry them out. And they still went ahead and deducted £60 lying to say it was the contractor's fee and they still haven't sent me an invoice to prove this! I rented my property thru them for 10 whole years and they showed NO loyalty, or customer care and even refused to deduct the tenants deposit to repair the property, pay the last months rent or replace what was stolen from it. They only rented to 3 different tenants, but they stole everything from my house. Frank Innes is not loyal, very unprofessional and will breach contracts with their customers to make money from you, especially if you are not in ghe country. They will NOT check your property on a regular basis as they should and they will not ensure you will find your property as you left it. They will ensure things are taken from your property and they will ensure they run it down n make it inhabitable! They will NOT charge the tenant for damages to your property but they will charge you!Do not trust them with your property as you will regret it. They have no customer loyalty.

Prabjot · 20 May 2018

★★★★★ 5/5

Google

Very professional service. Elliott and Simon are excellent at dealing with queries and progressing the sale. They are highly organised and efficient. Would recommend to anyone selling a property.

Imran · 27 November 2022

★★★★★ 5/5

Trustpilot

Amazing

Wow! I have had a brilliant experience with mansfield branch! Michelle,Erin and Corrine! I cannot thank them so much they have gone above and beyond to help me and my two children find us a new home! Would definitely recommend these three lovely ladies to help!

Kimberley · 17 January 2024

★★★★★ 1/5

Trustpilot

Ignorant and rude sales agents at Nottingham branch

Ignorant and rude sales agents at Nottingham branch cost them a 200k saleHaving a 200k plus budget for an investment property, I contacted them in regards to two properties. The first agent took my details to arrange a viewing and never got back to me, the property subsequently got sold a week later. I phoned again to arrange a viewing on another property and told the woman that I had spoken to an idiot last week who hadn’t got back to me and to not make the same mistake as him. She took offence at this and started to give me lip, so I hung up on her and ended up buying a property from another estate agent who were very professional, easy to deal with and had the integrity to arrange a viewing for me. Their second property was withdrawn after receiving no offers after 2 months and the first one came back onto the market a few days ago. I guess they offered the buyer the same courtesy they extended to me and they pulled out of the sale!I rung another Frank Innes branch to lodge a formal complaint and asked for the regional manager to contact me. No surprise that this never happened either. They were very good at signing me up to marketing emails although I very explicitly stated that I didn’t want this.My advice is to avoid these agents in Nottingham and look elsewhere as they really don’t value your business and their inflated egos come first!

King · 22 January 2018

★★★★★ 1/5

Trustpilot

Terrible experience from start to finish

Frank Innes (Nottingham) were the most expensive letting agents I have ever used and they were just as bad, if not worse, than the cheaper ones I've suffered during my time as a tenant in the UK. Their communication was so poor, their fees were unacceptable overall, let alone for the level of service. Property management were slow and terrible at communicating. Tenacy contracts were expensive and this was justified by Franke Innes as being because they are the most comprehensive contracts in the industry. They weren't. They were pretty standard, contained a lot of hidden small print (including renewal fees, which were not stated at the time of signing) and included errors which were not fixed even when the contracts were renewed. Formal complaints about the level of service to head office (which is called Countrywide) did not result in a satisfying outcome. Was promised a refund on some fees that never came and got ignored after that. Still waiting on property management to update on the deposit almost 1 month after leaving the property. I was lucky to have contact with the landlord who was very nice, and we put in a lot of work to keep the house in a good condition (it was cleaner when I left than when I moved in - garden wasn't in a good state, oven was disgusting, shower was mouldy and there was a cease on the phone line). All of this effort was for the landlord and the new tenant. Frank Innes probably didn't even notice, they never even did inspections whilst I lived there. All in all, terrible experience and would not recommend them to anyone.

Kaitlyn · 22 September 2017

★★★★★ 5/5

Google

Thank you so much rylie for always helping me with my queries! Would definitely recommend

Lauryn · 17 December 2023

★★★★★ 5/5

Google

It's good letting agency. From my experience, Rylie Kenmuir provided a good customer service to all.

Mathews · 24 November 2023

★★★★★ 1/5

Trustpilot

Worse rental experience of our life

At the rental property inspection the letting agent from Frank Innes (Leicester) gave a rather vague answer to mine and my partners questions about the property we were viewing. This agent did not seem to know very much at all about the property they were showing us, for example when I asked if there was a garage in the property the agent just pointed to the front of the house and gave a rather vague answer. At the time the existing tenant had his van parked up against the garage door so we could not see the garage or even view it. At Frank Innes's Leicester office the next day we agreed we would take the property (with hindsight this was a mistake) and we paid the admin fee of £510.00, which we thought at the time outrageous. One of the staff at the real estate office needed the assistance of the lettings agent (who was directly dealing with us) to complete this credit card transaction since this staff member entered incorrect details for the credit card and delayed the delayed the transaction; and did not ask or confirm with us across the table what address to put in their computer system to facilitate the transaction. We were then asked what day we would like to move in to the property and this was about two weeks hence. The lettings agent called us just a few days before to say we would not be able to move in until a day later since the current tenant's new house was not ready. Late in the evening of that next day we met the lettings agent at the property who just passed us a handful of keys and departed without any further explanation about the property. We were given no explanation of how the boiler worked or the shower (I had to go ask and a neighbour how this operated) since we were not familiar with these systems.I took photos of the property that evening and found the property generally dirty- the kitchen, carpets, larder fridge, cupboards dusty, and mould in the property. When we moved in we discovered dead wasps in the dining room and upstairs back bedroom. We had to clean this up to utilise the room and we had ongoing issue(s) with this back bedroom. Within a few days of moving in we found maintenance issues with the toilets/kitchen/blinds/downstairs toilet leaking/ front sensor light/black mould coming out of taps and toilet in upstairs bathroom. In the kitchen- cupboard racks- had to be removed by maintenance later/ insides were loose. Kitchen waste had to be removed by maintenance as it had stopped working. Sensor light at front door needed maintenance because it did not work properly from the start of the tenancy. Element in the oven grill was faulty and was never fixed properly. Radiator in upstairs back bedroom (where we had issues with wasp infestation) was noisy and had to be quietened by maintenance. Later in the tenancy this radiator leaked onto the carpet which I had to clean up with my vacuum cleaner (maintenance asked me to use my vacuum cleaner and asked me (it appeared) rather sceptically if I had reported the issue- which I had done through their official website, but they were so slow to respond). Later in the tenancy water started leaking through the dining room ceiling where there was a crack. (photos were taken)A few days before the end of the 6 months I called Frank Innes (Leicester) about the payment of the rent and how much rent was due. I was told one months rent and would I like to set up a standing order. Rental dues became an ongoing issue after this date and until my partner and I moved out. I paid 1 months rent on the due date. Frank Innes (Leicester) kept calling asking for 'proof of payment' each time I paid the rent even though all payments were made electronically through UK banks.Frank Innes began calling from early in the start of the second six months of the tenancy asking for rent to be paid 6 months in advance. My partner had been passed at the credit check (which we paid another fee, so why were we expected to pay rent upfront?). These calls increased over the coming weeks as well as letters were received demanding the rent upfront. The rent was always paid on time on the agreed date in the contract 1 month in advance (from the time we received legal advice).The calls became more aggressive/threatening over the course of the tenancy demanding the rent in advance (our legal advice contradicted this and suggested we only pay the rent 1 month in advance). A notice to vacate was sent by mail yet we still received calls and letters demanding outstanding rent upfront. During this time water continued to leak through the ceiling into the dining room onto our best dining room table.(again photos were taken)On the notice to vacate (Section 21) an outstanding amount was given for us to pay to the end of the shortened tenancy. I received another phone call from Frank Innes (Leicester) from a male caller asking when this amount was going to be paid. The caller seemed to expect the money be paid then and there but was not due until the end of the month. The caller said was he was going to inform the landlord. We received another call (this time from a female caller) after these final monies were paid asking about outstanding rent due and the caller gave an incorrect amount and could not find the amount we paid into Frank Innes accounts. The female caller then called back a few minutes later and informed us that they had found the monies. In my opinion this was incompetence on their part. An impression of Frank Innes(Leicester) began to be formed in my mind that the right hand did not know what the left hand was doing. They also appeared to be unprofessional and unscrupulous.Towards the end of the tenancy (amongst the emails) we received from Frank Innes (Leicester) one email was about a company coming to the property to do tree surgery. We did not hear any further about this email until a workman turned up unannounced (and without phoning) at the front door about 1 month later.The landlord had another maintenance person who would also turn up at the property unannounced on several occasions during the tenancy expecting to do work.After we moved in the gas fire place in the sitting room was found to be a 'room feature' and not operational, and this was not outlined at the viewing or in the property listing. We asked for the alarm system in the property to be checked for functionality and was told by the agent that the landlord "did not want to do this". There had been a burglary immediately across the street to our rental property and the Police had attended our property in relation to this incident.The landlord refused (through Frank Innes) to allow me to have the BT phone line reconnected in the property so that I could have a pay TV service connected. There seemed to be a general refusal by the landlord/agent of my requests for items in the property to be checked/fixed or there was a terrific delay before anything was done during the tenancy.The lettings agent did not seem to me to read my emails properly and suggested to me that I was asking for things to be replaced/installed- which I did not ask for in my emails- for instance new carpet in the upstairs back bedroom.We put our maintenance requests in emails/through their official maintenance website and in writing and seemed ignored, or just given the brush off- especially in relation to the ceiling water leak. Maintenance took at least 1 month to come out and remedy this leak with a silicone gun after coming to the property the previous day and talking with me about replacing shower tiles.We were given the brush off by Frank Innes (Leicester's) Umbrella company when we threatened to go to the Ombudsman about this issue. Our complaint about upfront payment of rent was dealt with similarly and/or the disputed clause in the rental contract parroted back to us in emails from the umbrella company of Frank Innes(Leicester); even though this clause did not say what Frank Innes repeatedly claimed it did. Beware. Be warned.We do not recommend using Frank Innes(Leicester).

Howard · 2 August 2017

★★★★★ 5/5

Google

It has been such a pleasure to work with Jessi Pabla who has helped us immensely in our move. We had a tight deadline but she got everything organised so quickly that it put us at ease through the entire process. I would definitely recommend!

Jack · 26 July 2019

★★★★★ 1/5

Trustpilot

If you want to rent a property where…

If you want to rent a property where you don’t get all of your deposit back, you are left without heating and hot water for 8 weeks and it takes forever for them to repair a fault then this is the company for you. I am still left speechless with how a company can operate this way and I will never use them again.

Kate · 9 June 2022

★★★★★ 5/5

Google

Great service from Abby. She supported us throughout the process up until we got into the property.

Stella · 15 October 2023

★★★★★ 5/5

Google

Fast and efficient service by Rylie to arrange our new rental property. Very friendly and helpful throughout. Thank you 😊 …

Emma · 25 June 2023

★★★★★ 5/5

Google

Great letting branch of Frank Innes for professional Landlords and I guess the individual or buy to let. I am a professional landlord of many years and the Mapperley branch have handled my portfolio over this period. Manageress Rebecca Atherton ably assisted by letting negotiators Meeshia Brown and Jazmin Stone have always advised on rental levels and works required to achieve the best return on this advice I have always secured a good and reliable tenant. I would not hesitate recommencing this team as an excellent way of managing your property requirements.

Will · 27 July 2015

★★★★★ 5/5

Trustpilot

Great letting agents

I moved in as a tenant and the whole team couldn’t have been more helpful and flexible. Abby especially has been amazing. After a bad experience with a landlord I’m so grateful to be with a letting agents which seems to genuinely want to help.

Georgia · 19 December 2023

★★★★★ 5/5

Google

I made contact with Frank Innes to view one of their properties. I was met by Jessi who was very polite, friendly and vivacious character very willing to have assisted me with my needs of taking the property. She is a credit to the company

Simon · 26 July 2018

★★★★★ 5/5

Google

Excellent Servive. I found Jess Pabla (Mapperley Branch) very professional and informative, delivering the highest standard of customer service, on a consistent basis. I have had no issues or concerns since joining Frank Innes and I am extremely happy with there service!

Theresa · 26 July 2019