Capital Letters reviews

★★★★★ 1/5

Google

Can't stress it enough, avoid like the plague. When there's issues with the property they just ignore you until you persist in chasing them up to get it fixed, even then it sometimes still doesn't get fixed because of their contractors consistently not showing up on the arranged date. Don't believe the complaints procedure on their website about getting a response within 5 days, ours got ignored. Same with when there's water flowing out from a huge crack in the roof and flooding your kitchen, phoning the "emergency plumbing" line all night and leaving voicemails never getting a response. I've experienced plenty of bad customer service from all different kinds of businesses but I think these guys top the lot, they really do not care

Matt · 25 March 2026

★★★★★ 5/5

Google

My experience with Capital letters was an amazing one, they always fix any problem with the apartment without any delay Our agent Tracey was amazing I don’t have any problem with them and I got my deposit without any stress I can recommend them at all times

Nickkyworld · 28 January 2025

★★★★★ 1/5

Google

Do not use this company. My brother, a uni student, rented a property with this company with his friend for a year. Despite the property being filthy and run down upon their arrival, which was mentioned to the agent who was present as they arrived, they took over £100 from them for “cleaning fees”. My brother is a clean person who maintains high levels of hygiene and has photos to prove the state the flat was in when he arrived… including a used tissue surrounded by a thick layer of dust on the shelf behind the bed- as pictured. In the report justifying the deposit being kept several of the pictures related to landlord responsibilities such as the front door not being painted after the lock was changed multiple years ago, wall paper sagging off the walls and a crack in the sink which was there when they arrived. Unfortunately my brother cannot afford to continue his challenge to paying the fee and has ultimately had to pay it. It is disgusting how they manipulate and prey on vulnerable young people and do not use the money they claim to take for cleaning for that purpose.

Beth · 13 June 2025

★★★★★ 1/5

Google

We had an awful experience with this letting agency. Firstly, the property was given to us in terrible condition, not just in terms of maintenance, but cleanliness too. Essentially the whole place needed repainting, which was later quoted on the end of tenancy report as being a reason for our being charged a £140 cleaning fee. Moving on to the cleanliness: the flat was covered in dust and cobwebs on our move in day and had clearly not been industrially cleaned, yet we were charged at the end of our tenancy. I highly doubt the money we paid went towards cleaning, especially if the condition when we moved in was anything to go by. We did challenge the fee initially, but it reached a point where Capital Letters were waiting as long as they could before making action in the self-resolution process, and as a student, I could not afford to go any longer without having the remainder of my deposit returned. The important thing to note from all this is that the condition we left the flat in was the same, if not better, as the condition we received it in. How can it be fair that we be charged a cleaning fee in such a circumstance? I understand that £70 may not seem like a large sum, but how they abuse their position of power is disgusting, especially when it is financially vulnerable students suffering the consequences.

Ethan · 11 June 2025

★★★★★ 1/5

Google

Awful experience. Management/director of company is highly patronising and condescending in their manner. Rented a property that had damp and mould and repeatedly told that "professionals advised this is seasonal/our way of living", despite not one of these said professionals ever stepping foot into the attic space to assess the mould present throughout. Advised to move our daughter's cot into the centre of the room by same director as her "breathing on the wall is contributing to the moisture"... Furniture and other personal belongings ruined yet still more than happy to take full rental payments each month, despite multiple reports of the issues affecting day to day living and independent assessments that we had carried out stating quite the opposite from Capital Letters' claims of a seasonal issue. Disgraceful service, no regard for tenants whatsoever - would avoid 'Capital Chancers' at all costs in future.

Ashley · 31 January 2025

★★★★★ 1/5

Google

They charged me for the areas that had already been damaged and not cleaned. When I provided the evidence from the check in inventory they just don’t want to deal with it and pass it to the deposit scheme agent, which will take ages to settle. This is absolutely disgusting and they should know that I have right to know the breakdown. I didn’t want to waste any more energy and time with them so just requested to repay me without the cleaning fee. How can they provide quality service to even landlords if they don’t care about people who live in their property? Landlords would need to find their tenants frequently. Listen to people who said do not rent with them.

Michelle · 10 September 2024

★★★★★ 1/5

Google

Terrible letting agency with no regard for tenants whatsoever. If I could give zero stars I would. They will not fix issues that are repeatedly reported but will raise your rent quick as ever with no justification other than they can. I do not look forward to moving out, I know they will attempt to keep every penny of the deposit. Avoid avoid avoid, they hope tenants don't know their rights and don't fight for them. Their only interest is in serving landlords and profiting off of exploiting people who need roofs over their heads.

Marina · 16 April 2024

★★★★★ 1/5

Google

Do not rent from Capital Letters!! We were good tenants who always paid rent on time and left the flat clean and in excellent condition upon leaving. Capital Letters tried to withhold half of our deposit and refused to negotiate with us. They were incredibly unprofessional and did not reply to any of our emails in a timely manner. Ultimately we went through the arbitration process with Safe Deposit Scotland who ruled in our favour. Capital Letters just tries to take advantage of people, especially students, thinking they won't fight them on the deposit which is especially scummy during a cost of living crisis.

Monica · 16 April 2024

★★★★★ 1/5

Google

Deceptive and unlawful letting agency. I have read the previous reviews and although some state that this company is now under new management and much better than it was previously, I find that to be entirely untrue. The initial interaction with this company seemed very positive but after viewing the property and deciding to go ahead with it, everything went downhill. First they asked for a “holding deposit” which I believe to be illegal in Scotland as it is seen as a premium fee. Not wanting our ideal rental property disappear though, we agreed to pay what we believed would hold the property for us whilst all the necessary checks were carried out. It turns out that this is not the case. This company took multiple, illegal, holding deposits off of prospective tenants before complete radio silence for the next 2 working days. Only after emailing and chasing the agents for an update did they inform us that we had in fact been unsuccessful and that somebody else was in the process of signing an agreement. We have absolutely no doubt that had we not contacted the agency, they would have continued to let us believe that this property was ours and they were conducting the necessary checks prior to signing. We are now attempting to recoup our deposit which we need before we can attempt agreeing to another property, with a different agency.

Kyle · 16 April 2022

★★★★★ 1/5

Google

Where to begin. My flatmate and I moved in around the 9th of September 2019. On our arrival we noticed that there was a big pile of rubbish in the backyard (obviously not from us as we had just moved in). About a week later we received an email from Capital Letters asking us to clean the rubbish or they would make us pay for it (us as in everyone in the building). The rubbish was months and even years old, it had been there for ages so why did we have to clean it when we had just moved in and probably the other students living in the building had just moved in as well. Very unprofessional behaviour. Then, our washing machine broke, we had to wait for 2 and half months before someone came to fixed it. My bed slats were completely broken, I reported it early in the year and no one came to change them. And lastly, probably the most unbelievable thing that ever happened: The front door that gave on the street was broken and I probably sent about 4 or 5 emails asking to fix it and they wouldn't send someone. I was so insistent in someone fixing it because a drunk man came twice at our door and tried getting in which, you can imagine, was very traumatic for two girls. I told them all this and still no one came. After one last angry email they fixed it and then proceeded to call me to say that the door was never broken and that I had to pay the locksmith’s travel fees. They had obviously fixed it right before calling me. I answered back saying what they were stating was a lie and never heard back from them. Very very unprofessional behaviour and probably the worst estate agency in Stirling so please stay away and find another one.

Plouvier · 16 April 2021

★★★★★ 5/5

Google

Excellent service. With designated staff for each property giving continuity and good communication. Capital Letters are unique in that they don't take a cut for arranging trade's services.

Annabel · 26 February 2025

★★★★★ 1/5

Google

My son and a friend rented a flat from this agengy whilst at Stirling Uni, the overall service from Capital Letters during this time was shocking, from broken dining seat on moving in and when they had issues with the boiler not working was extremely poor. They have been chargd £110 to clean the flat and £95 to clean the carpets, deducted from the deposit paid last year. I asked that surely they would have to do this before new tenants moved in and the answer was no, they would expect the boys to clean it to a standard that they would be able to pass the flat directly on to new tenants. The reply is " it was in their agreement". Therefore if renting from this company make sure you read the agreement and discuss with them first.

Colin · 13 June 2017

★★★★★ 5/5

Google

I rarely write reviews, however the service I have been receiving from Capital Letters has been absolutely brilliant. The staff are good people in the first place and for me this is the most important thing. They have resolved promptly any issue I had in terms of repair. The application process for the flat was straight forward. Staff is incredibly understanding and friendly. I would certainly use their service again if I can.

Magdalena · 16 April 2020

★★★★★ 1/5

Google

Very unprofessional. Poor communication, asking for extensive applications, and crucially, asking for holding fees ahead of offers of tenancy.

K · 14 February 2025

★★★★★ 5/5

Google

Have let as an owner through CL since 2001, in the owner's own words, both tenants and landlords are their customers, so if something is wrong in my property, they ensure it is rectified for the tenant and equally, I am confident when damage issues arise, they use a balanced and fair approach. Also no complicated pricing structure for different services like some agents have, especially the national chains etc.

BridgeOfAllanSweeney · 13 June 2018

★★★★★ 1/5

Google

Owner Janet is a nasty woman. I hope I never have to encounter her ever again.

Vincent · 16 April 2020

★★★★★ 5/5

Google

Very friendly letting agents, especially Arlene. Really responsive and informative. Would definitely rent through them again.

Sarah · 16 April 2020

★★★★★ 1/5

Google

I called up to view a property and said that it was for me and my partner (who is a female) i was told i wasn't able to because the landlord only wants single people or couples which i explained i was in with a female and the women at …

Demi · 16 April 2019

★★★★★ 5/5

Google

All round great letting agent. I have used Capital Letters for a number of years now and the service has always been exceptional and with a friendly and personal touch. The staff are great and always prompt, any issues have always been …

Diane · 16 April 2020

★★★★★ 1/5

Google

Plenty of money for those who own the property, but if you want to rent I'd steer clear. Moved into a property full of bugs, which took weeks to sort with little to no genuine care from those who worked there. Good luck

Josh · 16 April 2018

★★★★★ 1/5

Google

Capital letters is the worst letting agency in Stirling, the agents are passive aggressive and unhelpful. Not to mention they refused to fix our property and then lied about it.

Iona · 16 April 2021

★★★★★ 5/5

Google

We used Capital Letters to help us rent a place for our family to live, between selling our old house and buying our new one, and have just recently moved out to our new home. …

Iain · 16 April 2019

★★★★★ 5/5

Google

They have been constantly responsive to myself and my needs. When there was a water leak, they responded promptly. I have thus far enjoyed my time with them.

Jen · 16 April 2020

★★★★★ 1/5

Google

Unfortunately Google doesn't let you vote -1/5 stars. Capital letters has failed to provide any services for myself and others who I …

Dylan · 16 April 2018