Every review we hold for the Nottingham office, from every platform, shown as written. First names only.
★★★★★ 1/5
GoogleWorst agent I’ve ever had. I left the property at the end of July and now (end of September) I still haven’t received my deposit! Constantly asking for extra proof of bill payments etc but once they were sent in my deposit was supposed to be back within 5 days, as stated in the email. I confirmed this with them only to get a response that it’ll be another 2 weeks! So... 5 working days my arse? Poor communication throughout the year, take ages to reply to emails. We had no warnings of handymen coming to the house, and if we got emails about them they’d be incorrectly dated. I found staff unhelpful and hard to get hold of. STUDENTS- AVOID!
Jasmin · 21 October 2019
Agent replied
Dear Jaz
Sorry that we've messed up returning your deposit.
I understand that your statement has been sent out and we've confirmed that you will have your money back on this week.
If this doesn't happen, please would you contact me directly, so I can personally oversee that the payment is made to you?
My email address is james.mason@purplefrogproperty.com and my direct line is 0121 513 0841.
I sincerely hope that I don't hear from you and that your deposit arrives with you as promised.
We ask for bills proofs to make sure that the tenants who live in a property after you aren't chased for accounts they don't owe.
Once again, apologies for the delay.
If you have further problems, please let me know.
Kind regards
James Mason
★★★★★ 5/5
GoogleHad house viewings with Tilly at the weekend and she was so helpful and friendly. We are still deciding on a property and Tilly has been answering any questions we have had. Thank you!
Aidan · 16 September 2018
Agent replied
Thanks for your feedback.
All the best
Patrick
★★★★★ 1/5
GoogleWORTH 0 STAR, I would NEVER recommend this company. I rent a room at their Hockley Point Accommodation in Nottingham from September 2018 to January 2019 (I manage to find someone else from Jan to July).
It took me 4 MONTHS to have my £150 deposit back, and I only had 150€. I had to send THOUSANDS of mails. They always come with a new document they need to be able to give your deposit back. They try to stole your money.
Look at the worst reviews on Google and you will understand. Employees may leave the good ones, or only tenants that have just booked...
To anyone reading this review: I only post this message to prevent you from the bad experience I had, the company is probably going to try to respond and discredit my comment. Read both good and bad reviews to make your own opinion.
To only name few issues I had.... Everyone is lovely until you paid, then you realise that nobody is here anymore. The room and building were fine, even though the mattress was dirty when I arrived. The washing machines didn't work for weeks. The cleaning person came once every two weeks instead of twice a week. The elevator wasn't fixed for weeks as well. The fire alarm went on several times and we had to wait hours for it to be fixed, hours at night in winter. If you forget your key card in your room, you have to pay £40 to have someone to come to open to you.
Anaïs · 16 September 2019
Agent replied
Sorry to hear that you were unhappy with your stay at Hockley point.
Firstly, I think I should mention that the staff at Purple Frog do not leave reviews for the company. All of them, good and bad, have come from tenants and landlords. We are dedicated to customer service and want to hear from everyone, when we are doing a good job but also when we need to do better, it helps us improve our service.
If we found that team members had been leaving false reviews, we would demand that they were removed and the person who did it would be disciplined. One of our core values is that we are honest. There is a very high chance that anyone caught cheating would not work for the company for long.
Sorry that you were not happy with the mattress in your room. We can’t find a record of you reporting this to us. Had we known about it, we would of course have changed it for you.
Yes, the elevator did indeed stop working. And, yes, it took longer than we would have wanted to repair. We had to wait for a part to be delivered. This took longer than we anticipated. Yes, it was frustrating; it was for us too.
The washing machines did become an issue and since you have left, all of the washing machines and dryers have been replaced.
Fire alarms are sadly something out of our control. We test them every week, but if an alarm goes off any other time then this is for your safety. There are lots of things that will trigger the alarm - high levels of smoke from an oven, or someone breaking the rules and smoking in their bedroom, to name two instances.
As there are no staff on site, we need to send someone to the property. This is also the case for lock outs. We aim to get to you as quickly as possible. Our aim is 30 minutes or under, but this is not always possible.
Yes, there is a charge for attending to open your door. The doors are auto-locking for your security. That does mean you need to keep your card with you at all times, something we tell you at the start of the tenancy. While it may seem steep, our charge is cheaper than calling out a locksmith out of hours.
The cleaning in the communal areas is something we have addressed and spoken to our teams about in great detail. An issue that the cleaners regularly found was that tenants had taken advantage of the cleaning service by leaving their communal areas in a bad state.
Our cleaning contractors are paid to attend to do basic cleaning to keep the areas in a good, liveable state. I am, of course, not saying this was specifically the case with your flat. But if our cleaners found excess rubbish/mess then they would not clean.
Sorry that the deposit took a while to come back. Looking at the tenancy, I can see we had to wait on your council tax proof. We only received this on 10th May. We then had to request bank details and process the return.
Once again, I am sorry that these issues prevented you from enjoying your stay at Hockley Point. I hope that your next accommodation is better suited to your requirements.
Kind regards
James Mason
James.Mason@purplefrogproperty.com
★★★★★ 1/5
GoogleIf i could give the deposits team 0 stars i would. Poor organizational skills, they didn't seem to know what they was doing. Despite claiming to have a 28 day deposit return policy we didn't receive our deposits until 3 months after we moved out of the property due to problems on there side. If it wasn't for the fact that i chased them up on a weekly basis via email and phone calls we probably would be waiting for a while longer. The individual who dealt with our deposit had zero customer service skills as she was rude, unapologetic, and didn't seem to care despite some of the tenants relying on the money. Purple frog are quick to take money off you yet take months to return it and it looks like we aren't the only ones to receive this treatment.
Will · 16 September 2019
Agent replied
Dear Will Young
Sorry to hear you're not happy with our deposit returns process.
Looking at our tenancies, we had two tenants called Will Young who lived with us last year.
One of the tenancies is a let only, which means we haven't dealt with that deposit. The other tenancy, we returned the deposit statement on 23rd August. We are now waiting for the tenants to send their bank account details to deposits@purplefrogproperty.com, so we can return the deposit.
If you are that Will Young, please would you make sure that the lead tenant does this, so we can return the money? We do ask that tenants do this when we send the statement over.
If you are NOT that Will Young, please could you drop me an email at james.mason@purplefrogproperty.com?
Hopefully, once we've received this information, we can get your deposit back to you, as soon as possible.
Kind regards
James Mason
★★★★★ 1/5
GooglePurple frog take deposits and refuse to give it back at the end of a tenancy. They withhold a certain percentage and then refuse to give any evidence to support the charges. When trying to dispute with them they do not answer emails and hide behind a lead tenancy clause which means that only the lead tenant can take up the issues. If the lead tenant can't be bothered then everyone else in the household has no way to dispute. Simply wrong and a way to put another barrier to prevent repaying in full. Just have a look at their other reviews which say the same. They get good reviews for showing tenant around, but bad reviews at the end of a tenancy.
Jon · 16 September 2019
Agent replied
The tenants agreed to their deposit return and advised us not to correspond with you on the matter. I’m afraid your anger is misdirected. Patrick
★★★★★ 1/5
GoogleAWFUL COMPANY. DO NOT USE. We have been waiting over 2 months for our deposit to be returned and are yet to receive even the deposit breakdown. I have called them every week, and each time the customer service team is awful. Their phone manner and general attitude is terrible, they couldn't care less and suggest that if we're unhappy then write a complaint. They told me we'd have the deposit breakdown by Monday, now it's Friday and they've said it will be at least another week. Awful company and just the worst experience.
Natasza · 16 September 2019
Agent replied
Dear Natasza
Sorry to hear that you're unhappy with the deposits process.
Looking at your tenancy, I can see that your bills proofs were only returned on 4th October. We did ask you before your tenancy ended in August to provide this information. We sent this request several times and made it clear that we could not return your statements without it.
I have asked the deposits team to look into why there have been further delay in getting the statement to you. We try to return deposits 5-10 working days after we have received the information from you, sorry that it hasn't happened in this case.
Please could you send me more information about what was said to you on the phone? My email address is james.mason@purplefrogproperty.com.
You would have been told to write a complaint, as that is our official procedure if you want to escalate an issue you have with the company. The procedure is explained here: https://www.purplefrogproperty.com/not-happy/.
If you would prefer to use this method rather than emailing me directly, please do.
I look forward to hearing from you.
Kind regards
James Mason
james.mason@purplefrogproperty.com
★★★★★ 1/5
GoogleDo NOT use PurpleFrog. Not only do they take 3000 years to reply to emails/carry out maintenance work (in September 2017 we reported that our kitchen chairs were broken, we moved out in July 2018 and they were never fixed), they are AWFUL at returning deposits. Me and my housemates moved out at the beginning of July, and we still are being messed around almost FIVE MONTHS later. Almost all of our emails have been ignored, and instead we had to resort to religiously calling them. Even then, advice was vague and non-committal. Not to mention, that staff (someone named Rhys in particular) was incredibly rude and unhelpful. Honestly, I would be embarrassed if I was managing this branch of PurpleFrog. Save yourself the hassle, and go somewhere else.
Adeva · 16 September 2019
Agent replied
Dear Adeva
Sorry to hear that you are unhappy with the service that you received from us.
Looking at your tenancy, I cannot see a report about the chairs. Sorry if this was missed, did you report it again? I can see that your other maintenance reports were all dealt with in good time.
With regards to your deposit, I can see that your bills proofs were only returned on 4th October. We did ask you before your tenancy ended in August to provide this information. We sent this request several times and made it clear that we could not return your statements without it.
I have asked the deposits team to look into why you haven't received your statement yet. we try to return deposits 5-10 working days after we have received the information from you.
Sorry that members of the team were rude to you. Please could you email me at james.mason@purplefrogproperty.com, so I can find out more about what was said?
I look forward to hearing from you.
Kind regards
James Mason
james.mason@purplefrogproperty.com
★★★★★ 1/5
GoogleIf 0 stars was an option this would have been better suited to purple frog. Having dealt with purple frog for one year, I am glad to be cutting ties with them. The overall service from each member of staff I had was appalling, staff changing regularly so a complete lack of organisation and communication to the customer. Every issue was severely delayed and when going to the office to sort this, yet again nothing was done.
Even though purple frog is meant to be a middleman, the money they are taking for this job is far too much for the job they are doing. Being in a student city there are many other student letting companies available, of which I would recommend trying any of those before using purple frog. This is not a problem that has just occurred to my flat but alto to all my other friends that made the mistake of choosing purple frog.
Karan · 31 July 2019
Agent replied
Dear Karan Budhrani
Sorry to hear you're not happy with the service you received from us. I can't find you on our tenant database. Please could you drop me an email at james.mason@purplefrogproperty.com so I can find out more about the issues you are experiencing?
I look forward to hearing from you.
Kind regards
James Mason
★★★★★ 1/5
GoogleWORTH 0 STAR, I would NEVER recommend this company. I rent a room at their Hockley Point Accommodation in Nottingham from September 2018 to January 2019 (I manage to find someone else from Jan to July).
It took me 4 MONTHS to have my £150 deposit back, and I only had 150€. I had to send THOUSANDS of mails. They always come with a new document they need to be able to give your deposit back. They try to stole your money.
Look at the worst reviews on Google and you will understand. Employees may leave the good ones, or only tenants that have just booked...
To anyone reading this review: I only post this message to prevent you from the bad experience I had, the company is probably going to try to respond and discredit my comment. Read both good and bad reviews to make your own opinion.
To only name few issues I had.... Everyone is lovely until you paid, then you realise that nobody is here anymore. The room and building were fine, even though the mattress was dirty when I arrived. The washing machines didn't work for weeks. The cleaning person came once every two weeks instead of twice a week. The elevator wasn't fixed for weeks as well. The fire alarm went on several times and we had to wait hours for it to be fixed, hours at night in winter. If you forget your key card in your room, you have to pay £40 to have someone to come to open to you.
Anaïs · 31 July 2019
Agent replied · 30 July 2023
Sorry to hear that you were unhappy with your stay at Hockley point.
Firstly, I think I should mention that the staff at Purple Frog do not leave reviews for the company. All of them, good and bad, have come from tenants and landlords. We are dedicated to customer service and want to hear from everyone, when we are doing a good job but also when we need to do better, it helps us improve our service.
If we found that team members had been leaving false reviews, we would demand that they were removed and the person who did it would be disciplined. One of our core values is that we are honest. There is a very high chance that anyone caught cheating would not work for the company for long.
Sorry that you were not happy with the mattress in your room. We can’t find a record of you reporting this to us. Had we known about it, we would of course have changed it for you.
Yes, the elevator did indeed stop working. And, yes, it took longer than we would have wanted to repair. We had to wait for a part to be delivered. This took longer than we anticipated. Yes, it was frustrating; it was for us too.
The washing machines did become an issue and since you have left, all of the washing machines and dryers have been replaced.
Fire alarms are sadly something out of our control. We test them every week, but if an alarm goes off any other time then this is for your safety. There are lots of things that will trigger the alarm - high levels of smoke from an oven, or someone breaking the rules and smoking in their bedroom, to name two instances.
As there are no staff on site, we need to send someone to the property. This is also the case for lock outs. We aim to get to you as quickly as possible. Our aim is 30 minutes or under, but this is not always possible.
Yes, there is a charge for attending to open your door. The doors are auto-locking for your security. That does mean you need to keep your card with you at all times, something we tell you at the start of the tenancy. While it may seem steep, our charge is cheaper than calling out a locksmith out of hours.
The cleaning in the communal areas is something we have addressed and spoken to our teams about in great detail. An issue that the cleaners regularly found was that tenants had taken advantage of the cleaning service by leaving their communal areas in a bad state.
Our cleaning contractors are paid to attend to do basic cleaning to keep the areas in a good, liveable state. I am, of course, not saying this was specifically the case with your flat. But if our cleaners found excess rubbish/mess then they would not clean.
Sorry that the deposit took a while to come back. Looking at the tenancy, I can see we had to wait on your council tax proof. We only received this on 10th May. We then had to request bank details and process the return.
Once again, I am sorry that these issues prevented you from enjoying your stay at Hockley Point. I hope that your next accommodation is better suited to your requirements.
Kind regards
James Mason
James.Mason@purplefrogproperty.com
★★★★★ 5/5
GoogleKonnar was extremely helpful and provided exceptional assistance! He provided detailed information during the property viewing which made viewing the flats a stress-free experience!
Benitta · 25 June 2024
★★★★★ 5/5
GoogleScott was extremely helpful and provided exceptional assistance, gave detailed information, in a very friendly and professional manner overall creating a completely stress-free experience!
Michelle · 25 June 2024
★★★★★ 5/5
GoogleEven though we didn’t find our house the experience of purple frog was great. Tara made a huge effort to understand what we wanted and made the experience of our house hunt enjoyable!
Jodie · 16 September 2018
Agent replied
Thanks for your feedback.
All the best
Patrick
★★★★★ 5/5
GoogleSearching through the houses with James Hayne was a great experience. He gave me a detailed look around and was very persuasive when looking for the right home. He would make me want to work with purple frog again
Christopher · 16 July 2023
★★★★★ 5/5
GoogleGreat experience! We were shown around by a lovely agent called Mani who was very accommodating and ready to provide all the information we needed to go ahead!
Katie · 13 December 2025
★★★★★ 1/5
GoogleWhatever you do, do not use this company.
I am a Professional Landlord of almost 10 years with multiple properties in many areas with many agents. Purple Frog sadly have been awful
Over the past few months I have had to endure:
- property with no tenants having been told that tenants were moving in
- delayed/incorrectly set up bill accounts
- payments delayed/ inflexible payment systems
- tenants being offered payment plans beyond the normal monthly rental payments without consultation/confirmation from the owner
- empty rooms (still after 5 months!) despite being helped with leads
- properties not inspected quarterly as per contract
- shoddy maintenance work from contractors (just one example of many- I asked for ground/1st floor windows to be painted and they painted the walls! But only two floors of a three storey house!)
- high maintenance charges- £55 to drop off a hoover and tune a TV?! etc
Horrendous customer service with defensive and unhelpful tenant relations.
Tenant in the property very unhappy also with the service offered by Purple Frog.
I’m afraid that one of PF's clients summed it up when I was in the Nottingham office a few months back-
“I wish I wasn’t with PF, they are renowned for being useless but it was the only company with a house left so what was I supposed to do…….”
You have been warned.
Avoid!
Jon · 24 December 2023
★★★★★ 1/5
GoogleIt’s a shame I can not rate purple frog any lower than this. After two months of being under contract with purple frog I moved various items into my room such as, my bedding, duvet covers, mattress protectors and pillows. But found by one of my fellow tennets all my possessions have been chucked away. I don’t understand how this is possible seeing as we have been paying for the property for the last two months. What purple frog have done is actually theft. When calling to resolve the issue they have not responded clearly or acted in a way of urgency.
Charlie · 16 September 2018
Agent replied
Hi there
Sorry to hear that this happened. Please could you drop me an email at james.mason@purplefrogproperty.com, so I can help sort this out for you?
I look forward to hearing from you.
Kind regards
James Mason
★★★★★ 1/5
GoogleA truly poor experience of renting a home with Purple Frog. A serious lack of customer service, they neglected our basic human needs (e.g. no running water for 2 weeks), health and safety compromise (water leak into electric device left not fixed for one month), deposit not paid back to any tenants to date (all tenants moved out 2 months ago), no working fridge for 2 weeks. All in all, if you have a problem they demonstrate no urgency to fix it even if the problem is serious. More still, they offer no apology or compensation.
Jevana · 16 September 2018
Agent replied
Dear Jevana
Sorry to hear that you did not enjoy your experience with Purple Frog. Unfortunately, I cannot find you on our database of tenants. Please could you email me at james.mason@purplefrogproperty.com so I can look into your issues.?
I am especially worried, as not having running water in the property would be something we would deal with as quickly as possible, as well as offering compensation for. In fact, we would offer some sort of alternative to help you while the problem was fixed.
We would also not let tenants live in a property that is dangerous.
Without knowing more about your tenancy, I can't really comment further. I look forward to hearing from you.
Best regards
James Mason
james.mason@purplefrogproperty.com
★★★★★ 1/5
GoogleSuch a bad experience!!!!! They are absolutely shocking at handling seemingly easy tasks. We had a plumber sent out for a woodwork job, incredibly long delays in replying to our messages, and a seemingly 'we couldn't care less' attitude. They have also been awful at handling our deposits, continually claiming 'we have too many properties to deal with' which is NOT a good enough reason for slow service. They should have the staff to cope and not leave students out of pocket for weeks on end! Furthermore, they did our checkout inspection WITHOUT the inventory to hand. Incredibly unprofessional and also patronising. DO NOT RENT THROUGH PURPLEFROG!!!
Alice · 16 September 2018
Agent replied
Hi Alice
Sorry to hear that you're not happy with the service you've received from us. Sorry also to hear that you found the team to be patronising. We aim to be transparent and helpful. It is unfortunate that this has come across in an unintended way.
You should not have been told that our deposit timescales are connected to the number of tenancies we handle. Yes, we do deal with thousands of tenants. But we also make it clear that your deposit statement will be sent to you up to 28 days after the end of your tenancy.
For us to be able to do this, tenants need to send proof that all of their utility bills for the tenancy are paid.
We do make it plain that we won't be able to process your statement without this information. I can see that you were sent an email on 29/06/2017 to remind you about this.
Looking at your tenancy, I can see that some bills proofs were sent to us on Thursday 26/07/2018. Unfortunately, these were not sufficient to show that the bills had been cleared, so we asked for them to be sent again with additional information.
Once we have received your bill proof, we aim to get your deposit statement to you within five working days, so you are not waiting round any longer than you need to.
Sorry to hear that the check out clerk forgot to bring your inventory. If there are any deductions that are incorrect because of this, you are welcome to dispute them.
We've published a blog that explains the process. You can read it here: https://www.purplefrogproperty.com/blog/make-deposits-fair/.
I am sorry to hear that one of your maintenance reports took longer to solve because we sent the wrong person to your house. Looking at the other maintenance reports you made during your tenancy, they seem to have all been closed in good time. My apologies that the one you mentioned went awry.
It's a concern that members of the team didn't appear to care about your maintenance issues. Purple Frog was set up because we didn't want students to have to endure the 'meh whatever' attitude that we'd experienced as renters with other agents.
Please could you drop me an email with a bit more detail about all of this? My contact email is james.mason@purplefrogproperty.com.
I look forward to hearing from you.
Kind regards
James Mason
★★★★★ 3/5
GoogleI did an internship 3 months ago. I left my apartment in notthingham the 4th of September to come back to France to pursue my studies. It's been 3 months and I have no sign of my deposit. They told me the payment was made the 7th of November... but it is still not on my bank account... I absolutely do NOT recomment this agency...
360 £ lost... Hard for a student !
And NO answer to my last emails !
EDIT : problem solved. Apparently, it was a problem with my account.
Cyril · 16 September 2018
Agent replied
Dear Cyril
My sincere apologies that you have had to wait for your deposit payment to be made.
The delay has been caused by human error. The member of staff who told you 7th November, did so in good faith.
Thank you for bringing this to our attention. Our accounts department has confirmed to me that the payment has been made today. As it is an international payment, it will take between 3-5 working days to reach your account. If you've not had the payment by 21 December, please can you let me know, by emailing james.mason@purplefrogproperty.com?
Again, apologies that you've had to chase us for this.
Best regards
James Mason
★★★★★ 5/5
GoogleFantastic experience, Mani Purewal walked us through each stage of the process right from the beginning until we shook hands at the end, comes highly recommended 5*
Raj · 13 December 2025
★★★★★ 5/5
GoogleI sincerely appreciate the services I got from the Purple Frog team.. from the polite phone conversations to follow up emails and sms until my viewing date.. A big thanks to the Viewing representative Nathan.. He was so brilliant as he …
Bennett · 13 July 2025
★★★★★ 1/5
GoogleShould be the option to give 0 stars. Moved into a property in August to find the floors and walls dirty and things broken. Despite numerous emails and online maintenance forms since August things are still not fixed. Was told there would be a weekly cleaner but they haven't cleaned our flat once! An absolute joke. Will definitely be escalating a complaint. Wouldn't recommend anyone to waste time or money on a company that simply doesn't care.
Dione · 16 September 2019
Agent replied
Dear Dione
Please excuse this late response - I did not initially see your review.
I am very concerned that you have been reporting issues and they are not being responded to. Looking at the maintenance log for the property, all of your initial maintenance reports were dealt with in excellent time.
The tenants reported an issue with the front door and two broken freezer shelves on 02/08/2018. The door was fixed on the same day and the job for freezer shelves ticked as completed on 03/08/2018.
I can't see any maintenance reports about cleaning.
Since then , I can see that there has been a handful of other maintenance issues reported, but all of these have been ticked as completed.
If we are missing maintenance reports that you are making this is a huge problem. Please could you email me at james.mason@purplefrogproperty.com with a list of the outstanding maintenance?
I will make sure that this is acted on by the maintenance team.
I have also asked them to look into why the cleaner is not visiting your apartment, as I can't see any reason why this should be the case.
I look forward to hearing from you, so we can resolve the open maintenance issues for you.
Kind regards
James Mason
★★★★★ 5/5
GoogleI’ve worked with Purple Frog for a few years now. In particular I’ve found Alison B. to be professional, friendly and well organised. She’s a pleasure to work with and I can’t recommend them enough.
Richard · 13 September 2025
★★★★★ 5/5
GoogleHad a great experience viewing a house with Mani. She was very nice and welcoming and made the experience as comfortable as possible for us!
Trinny · 13 December 2025
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.
