Trusted Agent profile
★★★★★
168 reviews across 1 platform
Gladstone Street, Roker, Sunderland SR6 0HJ
Ocasa Homes's Sunderland office at Gladstone Street is rated 3.2 out of 5 across 168 reviews on 1 platform. The 168 Trustpilot count is for the whole business. Checked 9 October 2026.
Every review we hold for the Sunderland office, from every platform, shown as written. First names only.
5/5
TrustpilotTowny Place, Cannock
The application process was seamless, viewing was precise. The proper is clean and moving in was without any hassle. The environment is serene and the property is located right in the town centre which is great for me.
Hi Anesi, Thank you for your positive review. We're glad to hear that your application process and move-in experience were seamless. Your feedback about the property's location and environment is greatly appreciated!
1/5
TrustpilotAvoid if possible
Ocasa Homes, Well where do I start they certainly cover The Good The Bad and The Ugly so let's start with the positives they serve a purpose in the HMO housing market a single room and ensuite with a shared kitchen with adequate essential furnishings internet and if your lucky window blinds, a shared fitted kitchen with std equipment fridge washing machine oven and hob but remember it's shared so it's upto everyone to keep it clean. Ocasa Homes have many properties across the country however this review is a reflection of my own HMO experience, Let's list some of the negatives there appears to be no real vetting of tenants so be prepared for anything druggies drunks and dropouts, poor external maintenance certainly with waste disposal and pest management they have a maintenance portal that is poorly managed and is often disregarded and issues summeraly removed, The installed fire alarms are not to code and erratic at best, All maintenance issues are slow to be dealt with at best, My building was subject to Grenfell type cladding issues it took the main contractor 18 + months to complete due to poor decision making and mis-management by Ocasa maintenance , You could have knocked the building down down and rebuilt it quicker. Where Ocasa really fail miserably is communication they stink at it, Unless they are chasing you for money of course but if it's you chasing them they are all useless from accounts to maintanance, complaints, tenancy renewals, lettings & tenancy management they NEVER get back to you, I ended my 2 year tenancy in August they refused to answer my emails and requests they changed my last 12 month contract to a 12½ month contract and when I finally left my unit it was left immaculate with pictures to prove the fact yet they tried to claim it wasnt and tried to withhold £100 of my deposit through the Tenancy Deposit Scheme, I naturally challenged this and it took the best part of 3 months for my full deposit to be returned to me yet again their communication was non existent towards myself and the TDS who asked them to provide evidence to warrant the retention of £100 they of course didn't bother to reply to them either, Ocasa Homes are just modern day charlatans and liars who don't give 2 hoots about their tenants and if possible should be avoided at all costs...
2/5
TrustpilotOcassa as a company and specifically…
Ocassa as a company and specifically their management team, I wasn’t overall impressed & had a below average experience with them, I wouldn’t & can’t recommend
5/5
TrustpilotI’m a tenant since 5 months at Willow…
I’m a tenant since 5 months at Willow House Liverpool. I just have to say this company is very good. Thumbs up for Jo McMillan she just excels in any problem resolution, helping to sort out any problem even the ones that she doesn’t suppose to, guiding me to the right person always with sympathy, patience and excellent customer service. Thanks Jo for your help.
Hi Stefano, taking you for your positive review of our company and staff! We hope you have a lovely festive season.
5/5
TrustpilotVery good experience
Very good experience, I like the way they are organised and commitment to helping people. Not too crowded people for viewing. Keep it up
1/5
TrustpilotAVIOD AT ALL COST
AVIOD AT ALL COSTI have never dealt with such an awful company in all my life. The managers are completed useless and there's absolutely no communication. Its cheap for a reason! Flats are disgusting, buildings aren't secure and quite frankly are s**t holes!! Honestly NEVER rent from these people, they only want your money, they don't care about anyone living in these properties
Hi Mali, thank you for taking the time to leave a review, we are sorry that you have had this experience with our property. If there is anything we can do to assist you, please do contact us at complaints@ocasahomes.co.uk. Kind regards, Jess.
5/5
TrustpilotPark place viewing
Had a brilliant experience with Yan malboeuf having a viewing at Park Place.
1/5
TrustpilotI have regretted renting and living in…
Renting from Ocasa is waste of time and money. Avoid, avoid , avoid, run as fast as u can away
5/5
TrustpilotA 10/10
I would definitely rate my experience so far a 10/10. I am currently in Heritage House; both house manager and maintenance have been amazing. I love how transparent the process of repair is and all. They are quick to help out with anything in a professional manner. I would definitely recommend especially if you are a young professional individual.
Hi Abimbola, that is great to hear thank you for letting us know.
1/5
TrustpilotBeing evicted from my flat after 17years
Being evicted from my flat after 17yearsThey really do not care for their tenants. Great they improved the building with the windows, but they are no saying we have to be evicted to have renovations done. I know from other people living in flats renovations CAN occur while tenants are sitting or can be moved temprorily to other places. Ocasa this isn't the case. Jo confirmed that once renovated they would be increasing the rents.. So It IS to make more money. This is my home and you are taking it away from me. Thank you for making me homeless Ocasa.
Hi Andrew, We are sorry to hear of your personal circumstances and we are commited to offering assistance wherever we can. We would urge you to contact us to discuss the matter further on contact@ocasahomes.co.uk.
1/5
TrustpilotAwful customer service
Awful customer service and absolutely impossible to get through to. Went to view a property in Liverpool - first issue was that the flat I was shown was different to the one advertised. However, I liked the property so decided to apply. I created an account, made the application, and waited. For over two weeks I was chasing up as to the status of my application. It is near impossible to get through to anyone at the office (I tried all 5 options on the phone - all of which went to voicemail). Following a number of failed calls and emails I decided to withdraw my application. Based on this experience I feel I have dodged a bullet. Avoid.
1/5
TrustpilotOcasa have ignored me, a tenant.
I would give 4.5 stars for living at Willow House based on the flats themselves, for the flats are wonderful and they are well placed by stores and transport. We've had few issues with other tenants, and we were really looking forward to renewing our tenancy for another year. With our tenancy ending on the 31st, we were hoping to get this done asap.I am providing a 1 star review because the Ocasa team are impossible to contact.I have sent several emails in the past month, submitted a complaint (which their automated response claims the team will respond to within 72 hours, I sent it a week ago without any response). I have called the head office at least once a day to attempt to get into contact with anyone at Ocasa. However, it is a phone service which either rings out or goes to automated responses asking to send an email to email addresses I have already sent messages to.It is a shame that Ocasa treats their tenants this way, but it isn't unheard of - from what I have gathered from other tenants and reviews it appears to be a common issue that their emails are never responded to, and that once you've signed a tenancy, Ocasa are largely indifferent to anything you have to say.I still want to renew the tenancy, but it appears Ocasa are not interested in doing so, or providing a reason why; and with my tenancy ending this month, I fear I'll never receive a reason at all.
1/5
TrustpilotOcasa Homes Slumlords
I moved into a flat share with Ocasa Homes several months ago and it has been a truly miserable experience. The flats are full of young lads who just want to sniff cocaine and smoke weed all day and night. My flat mate has even been bringing literal crack heads, heroin users and violent criminals around to party.I've faced violent and threatening behaviour from other residents on a number of occasions. One of my flat mates has been threatening to smash my head in and I've had people from other flats threatening me as well. I'm living in fear and misery. The cacophony of noise I can hear in my room is horrendous. Extremely loud hardcore music until the early hours, people screaming and fighting, TV's blaring from multiple rooms. I'm completely surrounded by loud noise. Even ear plugs and noise cancelling headphones wont allow me any peace or sleep. People are smashing windows and vandalising the property. Ocasa homes are nothing but slumlords. Cramming as many poor and vulnerable people as they can into tiny spaces to maximize profit.
Hi Carl, This is extrememly distressing to hear and we strongly urge you to get in touch with us to discuss your experience. We have a zero-tolerance policy on drug taking, threats of any kind, or any other forms of antisocial behaviour as the health and wellbeing of our residents is our number one priority. Due to the severity of your claims we ask you to please get in touch with your general manager as soon as possible, or if you would prefer to talk to a senior member of the team, please email contact@ocasahomes.co.uk so that we can deal with any issues as swiftly as possible.
1/5
TrustpilotOcasa Ipswich are greedy and don't care about people
I used to rent a room in one of the their properties in Ipswich. They converted 3 bedroom flats into 5 bedroom flats. The kitchen was so tiny only 1 person could stand in it at a time. They had one of those mini fridges for 1 person and there was hardly enough room for 1 person to store their things. Remember these are 5 individuals not a family, so everyone wants to cook 5 separate meals. Some nights I just went hungry because I couldn't wait any longer and I was tired. I used to cry for hours when I lived there. All the people who lived there were so sad. When something needed to be fixed they take so long. All they care about is to make more money from us. They are greedy sharks.
Hi Raz, We are sorry to hear that your experience of Ocasa has not been positive. We took the decision to breathe new life into the older apartments and create more spaces for people to live in Ipswich to meet the need for affordable, good quality homes for keyworkers in the local area. All of our shared apartments feature full sized refrigerators and other brand new white goods suitable for use by multiple people. Having said this, we would love to hear more feedback from yourself so that we can improve our services to residents, as we are commited to making time lived with Ocasa as enjoyable as possible. We would ask you to please email us on contact@ocasahomes.co.uk so that we can have a further discussion.
5/5
TrustpilotOcasa
Ocasa: A Game-Changer in Property RentingAfter months of frustrating searches for a decent apartment within my budget, I stumbled upon Ocasa, and what a difference it made! From the get-go, their team was incredibly helpful and proactive. They quickly arranged a viewing and kept me updated throughout the entire process.What stood out most was their attention to detail and the high quality of their apartments. The flat I rented is not just a place to live; it's built to last and meets all my needs perfectly. The personal service I received was outstanding - any questions I had were answered promptly and efficiently.One of the best parts? Their flexible deposit options. I appreciated having the choice between a standard five-week deposit or a reduced deposit arrangement. This level of flexibility is rare in the rental market.The referencing process was surprisingly fast and straightforward. In fact, the entire experience from viewing to moving in was so smooth that I was settled in my new home within a week!What truly sets Ocasa apart is their commitment to personal service. Having a dedicated point of contact who understood my needs made the whole process feel tailored to me. It's refreshing to rent directly from a company that prioritizes the personal touch over impersonal agency interactions.If you're tired of the usual rental hassles and want a more streamlined, high-quality renting experience, I can't recommend Ocasa enough. They've truly simplified the art of great living.
4/5
TrustpilotNever had a problem with Ocasa
Never had a problem with Ocasa, had some funeral expenses which left me short on rent for a month or two, they were great helping me with this!
Hi Rhys, Thank you for your kind words and for sharing your experience. We're glad we could assist you during a difficult time. Your feedback means a lot to us!
5/5
TrustpilotSt Marks Court.
Due to having knee replacement and a second one due. I requested a move to a ground floor flat. The move and support from Ocasa went excellent. Jo and her colleague who's name escapes me but Jo will know who I mean went above and beyond in supporting me in this stressful time. excellent professionalism.
Hi Robert, thank you for your feedback, it is great to hear you had a good experience renting one of our properties.
2/5
TrustpilotBeen a tenant for two months
Been a tenant for two months. Disappointed with facilities. No internet. Reported, but no action taken. I have had no tv for two months. Expected washing machine to have drying facilities and oven to have trays. Difficult to pay rent online without internet!
Dear Julie,Thank you for your feedback. We are sorry to hear about the issues you've encountered. Your concerns about the internet and washing machine facilities have been noted, and we apologize for the delay in addressing them. We are working to resolve these issues as quickly as possible. For now, please contact our team directly at contact@ocasahomes.co.uk so that we can assist you further.
1/5
TrustpilotDon't rent
Very poor, unprofessional customer service, and the complaints department doesn't address complaints or find solutions.
1/5
TrustpilotSTAY AWAY THATS ALL I CAN SAY!!!!!WOULD…
STAY AWAY THATS ALL I CAN SAY!!!!!WOULD NEVER RENT PROPERTY OFF THUS RENTALS PROPERTY AGAIN!!!!! Wouldn't give then 1 star but I had to
5/5
TrustpilotSmooth communication,all queries were…
Smooth communication,all queries were answered and as a first time Tennant yennick was very helpful with everything with getting me started.
4/5
TrustpilotThey are generally ok
They are generally ok they respond on emails to issues but they take time to respond to maintenance issues one day our boiler was not working and it took them the whole day to attend had to bath with cold water.
Dear Rugare,Thank you for your feedback. We apologise for the delay you experienced with the maintenance issue regarding the boiler. Your input helps us improve our response times. We are committed to providing better service and appreciate your patience.
4/5
TrustpilotSuper polite & professional
Posting my review here aswell because this company is actually great and I nearly missed out on living in one of their buildings in Manchester because I was looking at their reviews. Can't stress enough that the flat is fantastic and everyone I dealt with was super polite and professional.
Hi Zain, thanks for your kind words ,we really appreciate your feedback and are so glad you have had such a great experience in your flat!
5/5
TrustpilotCannot fault Ocasa
Cannot fault Ocasa. Process nice and simple. They did all the running around. Couldn't have had a more seamless move.
Hi Simon, thank you for letting us know and it is great to hear you had a seamless move!
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.
Ocasa Homes's Sunderland office has 168 reviews across 1 platform: 168 on Trustpilot (across the whole business). Reviews may appear on more than one platform. Checked 9 October 2026.
Ocasa Homes is rated 3.2 out of 5 across all 168 reviews, checked 9 October 2026.
Ocasa Homes, Gladstone Street, Roker, Sunderland SR6 0HJ.
Ratings and review counts checked 9 October 2026. Is this your office? Claim your page.