33% lettings valuation accuracy
58% lettings fee satisfaction
Oct 26,2020
Oct 26,2020
39
people found
this helpful
this helpful
Incompetent chancers.
My girlfriend and I rented 2 bedroom terraced house through the Leaders branch on St Georges street in March 2019. We filled out the application form, and offered money as a holding deposit( something we were told WAS refundable) as lots of people have applied - that old chestnut.
Naturally, I was rushed into paying up immediately. I paid;
£750 holding deposit
£750 for the first month's rent (obviously)
£36 ''Residence Membership fee'' - whatever that is £126 prepaid ''checkout charge'' - now illegal to charge tenant
£120 Guarantor Fee - now illegal to charge tenant
Yes, we agreed to these fees and yes, we were stupid for doing it, but considering the lettings agents can't charge these extortionate fees any more, it really makes you wonder what is simply profit for the company and what is actually used to complete the process. Up until they'd received payment they were very responsive to emails, would pick the phone up straight away etc etc but the second I'd removed my card from the chip and pin machine, they couldn't rush us out the door quick enough. Any shred of friendliness and responsiveness had disappeared entirely along with our souls.
A couple of days short of a month later, the day comes to go and pick up the keys. Only once we get there as arranged, we're told we can't pick the keys up, as my girlfriend had made a mistake on the application form. She'd ticked the wrong box regarding her residential status. She made this mistake 1 month ago, but Leaders decided to process the application the day we were due to pick the keys up, and made us feel as though the delay was entirely our fault, when after speaking to the company that do the credit checks, they confirmed that they'd only received our application this day too, and that it should have been done pretty much right away. Weeks ago. So that was an outright lie. We'd already made arrangements with a removal man as well as taking time off work to come and do this.
After all this grief, we finally move in. Soon after, we realised that the only two double glazed windows in the property did not shut correctly or securly, leaving cold drafts in the up and downstairs rooms. I could fit my hand through the bottom left corner of both windows while they were technically locked just by lifting the corner, and I'm not exaggerating. Not only this, the downstairs window could be opened from the outside just by pushing it. Easily. Therefore we never felt entirely comfortable leaving the house for more than one night because of this.
When we called E.M. in the Cringleford office and reported this issue, she said words to the effect of 'Is it really that much of an issue?' Imagine if we'd had young children, not to mention all valuable items in our house! Our landlord told us via Leaders that there was a 'knack' to it, and eventually we managed to secure the downstairs window a little more than it was, but would still have gaps at the bottom of both them big enough for my hand, it could still be opened from the outside, (these windows opened inwards and were very large) It was still noticeably drafty and a lot of condensation. A LOT. We had to dry window sills regularly.
A few weeks in, this holding deposit thing is still on my mind. I'm certain I didn't need to give them all that money for nothing, and I'm certain I was told I'd get it back. After back and forth emails with Leaders insisting that the holding deposit was NOT refundable and I wasn't owed any money, they finally realised they'd made a mistake and refunded it to me. Had I not challenged them about this, I'd have been well and truly robbed and they'd still be sitting on hundreds of pounds of my money. What about the people out there who wouldn't have put up a fight about this?
On TWO occasions leaders phoned me to say that they hadn't received my rent. On both occasions, they had. An apparent ''glitch'' in their system caused the rent not to be ''allocated''. Again, somebody more vulnerable than me could have easily just paid again, and I wouldn't trust leaders for a second to let them know if they'd paid twice, especially if it was a struggle to claw back money which was rightfully mine!
Bang on one year after moving in, I'm told by Leaders that the landlord would now like the contract to be on a month by month basis, but he had no intention of wanting the house back any time soon. I knew this was a lie straight away, then a couple of months down the line (once lockdown ends) the landlord wants to the property back. It's a shame as overall we loved living at that house, and had we known we'd only be living there for a year we'd never have signed - but that's the way it goes.
I mention to E.M. that there's a few marks on the walls here and there, and ask her if she can ask the landlord which shades of paint were used so we can make good on this. We're told that the landlord says not to worry about them (written proof).
After the checkout process is complete, I receive an email from Leaders asking for £65 for extra cleaning in the kitchen, £40 for marks on the walls, (despite what we'd be told about the marks) and £60 for the broken chiminea. We had hired a professional cleaner, and in all fairness she hadn't done a fantastic job in the kitchen as it turns out. The overall rating on the house was good, but there were a few little areas here and there that needed extra wipe down. £65 worth apparently. It's still daylight robbery.
Obviously I told them I'm not paying for some marks on the wall, and ''reminded'' them that they had already agreed I didn't need to - and to my surprise these charges were taken off. After everything that's gone on, I'm certain that this wasn't a mistake and that Leaders will chance it wherever they can for more money, even if it's just to give to the landlord. Does wear and tear not apply with Leaders? How nice. Furthermore, our neighbours were also very friendly with our landlord before he moved out of the house, and I'd passed the message on through them that I'd broken the chiminea and that I'd replace it. Our neighbours told us the landlord said not to worry about the chiminea, but when leaders catch wind of this, all of a sudden I DO owe money for that as well as the marks on the wall. I never had a problem paying for the chiminea, but why do I hear one thing from the landlord and another from Leaders? Has the landlord just changed his mind on these two things or are Leaders suggesting to the landlord that I should be charged? I think the latter. It's very clear that the only service being provided is to the landlord. Tenants don't matter. Since then, we've now moved to a different property through Pymm and Co which really was a breath of fresh air. No hassle at all.
For the sake of your sanity, DO NOT USE LEADERS. They have been unbelievably incompetent at every turn. The brain donors in the St Georges Street office AND Cringleford are constantly making mistakes, lying, dodging emails and phone calls and it took E.M. in Cringleford a whole year to spell my 3 letter name correctly, despite it being written on dozens of emails.
Lettings agents are notoriously cheeky anyway, but having dealt with 3 different companies now, I can assure you that Leaders are by far the worst. I've been eagerly awaiting the day to write this review, and if I can make just one person avoid using them and go through the sh**storm we've been through, then I'd be delighted.
UPDATE 26/10/20 - 3 months on from moving out of this house, I am STILL waiting for a refund of over £100 which is sitting on my tenants ledger. I have been told a few times that my money is in the process of being refunded to me. How can the company be THIS incompetent???
My girlfriend and I rented 2 bedroom terraced house through the Leaders branch on St Georges street in March 2019. We filled out the application form, and offered money as a holding deposit( something we were told WAS refundable) as lots of people have applied - that old chestnut.
Naturally, I was rushed into paying up immediately. I paid;
£750 holding deposit
£750 for the first month's rent (obviously)
£36 ''Residence Membership fee'' - whatever that is £126 prepaid ''checkout charge'' - now illegal to charge tenant
£120 Guarantor Fee - now illegal to charge tenant
Yes, we agreed to these fees and yes, we were stupid for doing it, but considering the lettings agents can't charge these extortionate fees any more, it really makes you wonder what is simply profit for the company and what is actually used to complete the process. Up until they'd received payment they were very responsive to emails, would pick the phone up straight away etc etc but the second I'd removed my card from the chip and pin machine, they couldn't rush us out the door quick enough. Any shred of friendliness and responsiveness had disappeared entirely along with our souls.
A couple of days short of a month later, the day comes to go and pick up the keys. Only once we get there as arranged, we're told we can't pick the keys up, as my girlfriend had made a mistake on the application form. She'd ticked the wrong box regarding her residential status. She made this mistake 1 month ago, but Leaders decided to process the application the day we were due to pick the keys up, and made us feel as though the delay was entirely our fault, when after speaking to the company that do the credit checks, they confirmed that they'd only received our application this day too, and that it should have been done pretty much right away. Weeks ago. So that was an outright lie. We'd already made arrangements with a removal man as well as taking time off work to come and do this.
After all this grief, we finally move in. Soon after, we realised that the only two double glazed windows in the property did not shut correctly or securly, leaving cold drafts in the up and downstairs rooms. I could fit my hand through the bottom left corner of both windows while they were technically locked just by lifting the corner, and I'm not exaggerating. Not only this, the downstairs window could be opened from the outside just by pushing it. Easily. Therefore we never felt entirely comfortable leaving the house for more than one night because of this.
When we called E.M. in the Cringleford office and reported this issue, she said words to the effect of 'Is it really that much of an issue?' Imagine if we'd had young children, not to mention all valuable items in our house! Our landlord told us via Leaders that there was a 'knack' to it, and eventually we managed to secure the downstairs window a little more than it was, but would still have gaps at the bottom of both them big enough for my hand, it could still be opened from the outside, (these windows opened inwards and were very large) It was still noticeably drafty and a lot of condensation. A LOT. We had to dry window sills regularly.
A few weeks in, this holding deposit thing is still on my mind. I'm certain I didn't need to give them all that money for nothing, and I'm certain I was told I'd get it back. After back and forth emails with Leaders insisting that the holding deposit was NOT refundable and I wasn't owed any money, they finally realised they'd made a mistake and refunded it to me. Had I not challenged them about this, I'd have been well and truly robbed and they'd still be sitting on hundreds of pounds of my money. What about the people out there who wouldn't have put up a fight about this?
On TWO occasions leaders phoned me to say that they hadn't received my rent. On both occasions, they had. An apparent ''glitch'' in their system caused the rent not to be ''allocated''. Again, somebody more vulnerable than me could have easily just paid again, and I wouldn't trust leaders for a second to let them know if they'd paid twice, especially if it was a struggle to claw back money which was rightfully mine!
Bang on one year after moving in, I'm told by Leaders that the landlord would now like the contract to be on a month by month basis, but he had no intention of wanting the house back any time soon. I knew this was a lie straight away, then a couple of months down the line (once lockdown ends) the landlord wants to the property back. It's a shame as overall we loved living at that house, and had we known we'd only be living there for a year we'd never have signed - but that's the way it goes.
I mention to E.M. that there's a few marks on the walls here and there, and ask her if she can ask the landlord which shades of paint were used so we can make good on this. We're told that the landlord says not to worry about them (written proof).
After the checkout process is complete, I receive an email from Leaders asking for £65 for extra cleaning in the kitchen, £40 for marks on the walls, (despite what we'd be told about the marks) and £60 for the broken chiminea. We had hired a professional cleaner, and in all fairness she hadn't done a fantastic job in the kitchen as it turns out. The overall rating on the house was good, but there were a few little areas here and there that needed extra wipe down. £65 worth apparently. It's still daylight robbery.
Obviously I told them I'm not paying for some marks on the wall, and ''reminded'' them that they had already agreed I didn't need to - and to my surprise these charges were taken off. After everything that's gone on, I'm certain that this wasn't a mistake and that Leaders will chance it wherever they can for more money, even if it's just to give to the landlord. Does wear and tear not apply with Leaders? How nice. Furthermore, our neighbours were also very friendly with our landlord before he moved out of the house, and I'd passed the message on through them that I'd broken the chiminea and that I'd replace it. Our neighbours told us the landlord said not to worry about the chiminea, but when leaders catch wind of this, all of a sudden I DO owe money for that as well as the marks on the wall. I never had a problem paying for the chiminea, but why do I hear one thing from the landlord and another from Leaders? Has the landlord just changed his mind on these two things or are Leaders suggesting to the landlord that I should be charged? I think the latter. It's very clear that the only service being provided is to the landlord. Tenants don't matter. Since then, we've now moved to a different property through Pymm and Co which really was a breath of fresh air. No hassle at all.
For the sake of your sanity, DO NOT USE LEADERS. They have been unbelievably incompetent at every turn. The brain donors in the St Georges Street office AND Cringleford are constantly making mistakes, lying, dodging emails and phone calls and it took E.M. in Cringleford a whole year to spell my 3 letter name correctly, despite it being written on dozens of emails.
Lettings agents are notoriously cheeky anyway, but having dealt with 3 different companies now, I can assure you that Leaders are by far the worst. I've been eagerly awaiting the day to write this review, and if I can make just one person avoid using them and go through the sh**storm we've been through, then I'd be delighted.
UPDATE 26/10/20 - 3 months on from moving out of this house, I am STILL waiting for a refund of over £100 which is sitting on my tenants ledger. I have been told a few times that my money is in the process of being refunded to me. How can the company be THIS incompetent???
Was this helpful?
Yes
Yes
Agent Response / Add a Comment
You can use this form to reply to the above review or a displayed comment on the above review.
Browse popular links for estate agents, letting agents and properties nearby
Latest Reviews
2nd Oct 2023
reviewed by 'Eva'
5th Sep 2023
reviewed by 'Maggie'
30th Aug 2023
reviewed by 'Unhappy'
27th May 2023
reviewed by 'Renter'
8th Nov 2022
reviewed by 'Adelle'
29th Sep 2022
reviewed by 'Chris'
Opening Hours
Address
Leaders
14 St. Georges Street
Norwich
Norfolk
NR3 1BA
01603950263
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Lettings | 33% | 58% | £395 | £1,600 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 0 | 1 | 14 | 20 | 1 | 0 | 0 | 0 | 0 | 3 |
Areas covered
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
Advertise on
Members of
Rankings
Overall
Overall
Latest Properties
No Properties
Oct 02,2023
Oct 02,2023
0
people found
this helpful
this helpful
Me and my partner had an amazing experience with Leaders in Norwich, and could not be happy enough. Our Letting Agent Riley Fox always kept effective and open communication with us; he helped us throughout the whole process and we couldn’t be more grateful.
...
read full review
read full review
Was this helpful?
Yes
Yes
Sep 05,2023
Sep 05,2023
0
people found
this helpful
this helpful
Leaders gave us excellent reception and exemplary service. Daniel Copsey kept us updated in every step of the process and was very kind to us. We are happy in our new apartment courtesy of Daniel and his colleagues. We recommend leaders
Maggie and family...
read full review
read full review
Was this helpful?
Yes
Yes
“Don't go there, just don't. You will not get your deposit back unless you pester them to death!...”
Aug 30,2023
Aug 30,2023
1
people found
this helpful
this helpful
Leaders are all smiles whilst they are trying to get you signed up but once you are a tenant and have signed on the dotted line you will get no help. We rented an apartment and Leaders promised that desks would be provided, they even ...
read full review
read full review
Was this helpful?
Yes
Yes
May 27,2023
May 27,2023
0
people found
this helpful
this helpful
The worst rental experience I have ever had. I've been renting for years and years but have encountered degrees of laziness and complete utter incompetence like at Leaders. It is remarkable how bad they are. It's really bold that they use so many children in ...
read full review
read full review
Was this helpful?
Yes
Yes
Nov 08,2022
Nov 08,2022
0
people found
this helpful
this helpful
I would like to thank the lady (poppie Bannister) I spoke to on the phone for being so helpful and answering all of my many enquiries, very friendly and outstanding knowledge....
read full review
read full review
Was this helpful?
Yes
Yes
Sep 29,2022
Sep 29,2022
3
people found
this helpful
this helpful
Incompetent is a complete understatement. I have been renting for more than a little while and I have never had to deal with the idiocy that is leaders. From day one we were chasing up on the phone because no one bothered to call us.
...
read full review
read full review
Was this helpful?
Yes
Yes
Feb 03,2022
Feb 03,2022
1
people found
this helpful
this helpful
Utterly useless company to deal with. Avoid them at all costs. I assure you that your “dream home” won’t be found by the Leaders Norwich lettings team. Below are some of the delights you can expect:
Delays to move in date announced with little ...
read full review
read full review
Was this helpful?
Yes
Yes
Oct 25,2021
Oct 25,2021
3
people found
this helpful
this helpful
They preyed on my desperation. 1 star is too much. They couldn't sort out my reference checks in time, had to pay for an extra night in a hotel. All because the third party company they use couldn't muster up the ingenuity to make a phone ...
read full review
read full review
Was this helpful?
Yes
Yes
Oct 23,2021
Oct 23,2021
0
people found
this helpful
this helpful
Despite the review from the previous tenant, we had a very positive experience with Leaders. Jack Carter was exceptionally helpful and our move was managed without any problems. We found Leaders to be friendly, helpful and professional at all times and wouldn't hesitate to use ...
read full review
read full review
Was this helpful?
Yes
Yes
Oct 20,2021
Oct 20,2021
0
people found
this helpful
this helpful
I have always thought that moving to a new a place was very stressful. On the contrary, the process was quite smooth, thanks to Leaders. The letting agent I have been in contact throughout the entire process, Tom Haskett, was brilliant. He was more than ...
read full review
read full review
Was this helpful?
Yes
Yes
Oct 16,2021
Oct 16,2021
1
people found
this helpful
this helpful
We had the worst time whilst renting with Leaders right from the beginning. Before it was made illegal to do so they were sneaking in extra charges all over the place. They never repaired anything when we complained about something going wrong. We lived in ...
read full review
read full review
Was this helpful?
Yes
Yes
Aug 17,2021
Aug 17,2021
1
people found
this helpful
this helpful
Would give no stars if possible a bunch of very young unprofessional kids that couldn't run a bath I really wish I had looked at the reviews before using them to manage my flat I wouldn't trust them to look after my cat...
read full review
read full review
Was this helpful?
Yes
Yes
Aug 18, 2021
View all comments
(1)
Couldn’t agree more! ...
Aug 09,2021
Aug 09,2021
1
people found
this helpful
this helpful
As a tenant, who is supposed to have their property ‘managed’ by leaders, I can only say it’s one of the worst companies I’ve ever had to deal with. Inexperienced and incompetent. Always passing the buck to someone else so they don’t ...
read full review
read full review
Was this helpful?
Yes
Yes
Jun 18,2021
Jun 18,2021
0
people found
this helpful
this helpful
Has been a pleasure to meet and work throughout the time with Leaders and Thomas Haskett which allow us to find the correct property for our needs and expectations. Very professional and any queries were answered and addressed as needed.
Ale&Ema...
read full review
read full review
Was this helpful?
Yes
Yes
May 04,2021
May 04,2021
0
people found
this helpful
this helpful
Very nice agency, all the agents are friendly, kind, and Thomas Haskett with who we went through the process was really helpful and patient, we really appreciate all his work ....
read full review
read full review
Was this helpful?
Yes
Yes
May 04,2021
May 04,2021
0
people found
this helpful
this helpful
Very helpful kind spoke always with a respectful manner and always willing to help (Thomas Haskett)
Really good service and appreciate all the help...
read full review
read full review
Was this helpful?
Yes
Yes
Mar 19,2021
Mar 19,2021
0
people found
this helpful
this helpful
Superb service. My process went smoothly . Thomas was very helpful ,kind ,and responsive to all my queries regarding the house and the process. I really appreciate his efforts ......
read full review
read full review
Was this helpful?
Yes
Yes
Mar 19,2021
Mar 19,2021
0
people found
this helpful
this helpful
Tom Haskett is a great estate agent, very resourcesful and helpul with good advice on the local area which as I was new to Norwich I found very helpful, he is also a top bloke!...
read full review
read full review
Was this helpful?
Yes
Yes
Mar 11,2021
Mar 11,2021
0
people found
this helpful
this helpful
Superb service , friendly , helpful , patient and knowledgeable.Georgie has organised numerous viewings , and the property was sold for the asking price .Thank you ....
read full review
read full review
Was this helpful?
Yes
Yes
Feb 16,2021
Feb 16,2021
0
people found
this helpful
this helpful
Brilliant service - the agent was really helpful throughout the process and It felt really smooth - I really appreciate it....
read full review
read full review
Was this helpful?
Yes
Yes
Feb 11,2021
Feb 11,2021
2
people found
this helpful
this helpful
Absolutely the worst letting agent I have ever used. We received guarantees that the property would be fixed up before we moved in, solving damp mould issues, crumbling paint in the bathroom, and a beam that seems to be getting worse each day.
Nothing was ...
read full review
read full review
Was this helpful?
Yes
Yes
Nov 03,2020
Nov 03,2020
1
people found
this helpful
this helpful
I’ve dealt with Thomas from day one he was extremely helpful and helped me throughout the all process of finding the best property for me even tho there were some delays and stressful times he reassured and and always kept in contact. I very ...
read full review
read full review
Was this helpful?
Yes
Yes
Sep 30,2020
Sep 30,2020
4
people found
this helpful
this helpful
I have rented privately my entire life. Leaders are without doubt the worst agency I have ever had the misfortune to deal with. I have been a tenant of theirs for over a decade and the treatment I have recieved has been shockingly bad. They ...
read full review
read full review
Was this helpful?
Yes
Yes
Aug 28,2020
Aug 28,2020
5
people found
this helpful
this helpful
Unbelievably bad service in all aspects. Properties are not checked or maintained and staff are rude and unhelpful. The rent increases with frightening regularity and by quite a substantial amount. Most of the staff are young females with no clue as to their responsibilities or ...
read full review
read full review
Was this helpful?
Yes
Yes
Aug 31, 2020
View all comments
(1)
I’m glad I’m not the only one who had an awful experience with them, awfully incompetent at St. George’s street! ...
Feb 22,2020
Feb 22,2020
3
people found
this helpful
this helpful
Why did we not see the warning signs? They didn't get back to us when we enquired about the property and we had to do the chasing. After travelling 140 miles to view an apartment for my daughter, we were told just minutes before the appointment ...
read full review
read full review
Was this helpful?
Yes
Yes
Dec 17,2019
Dec 17,2019
1
people found
this helpful
this helpful
Right from our first meeting at the property Leaders have been most helpful and supportive. When there has been a problem (which there have been few) it has been attended too very quickly and efficiently. We can't recommend them more highly....
read full review
read full review
Was this helpful?
Yes
Yes
Oct 11,2019
Oct 11,2019
10
people found
this helpful
this helpful
Since Leaders took over City Lettings in Norwich, their service standards have steadily fallen and all you ever get as a landlord is another apology for failing to act or communicate. Unfortunately, you cannot terminate your contract with them until the end of a tenancy. ...
read full review
read full review
Was this helpful?
Yes
Yes
Feb 15,2019
Feb 15,2019
9
people found
this helpful
this helpful
I wouldn't normally go to the effort to write a review but I wouldn't want anybody else to experience the same stess and upset we did.
Mid-tenancy our property was taken over by Leaders, whom immediately (for no good reason) put the rent up. During ...
read full review
read full review
Comment on agent fees
Increased our rent for no apparent reason
Was this helpful?
Yes
Yes
Apr 04, 2019
View all comments
(3)
I had almost identical circumstances, I moved in a very old shabby property, I was only there for 8 months and left the property in a great condiition very confident I would be getting all of my deposit back (although i thought thery may try it on woth a couple of things as agents usually do). To my total shock they were asking for £1400 to cover things that just were not there. They encouranged me to just leave the keys with them and they would do the exiting inspection on their own, and now ...
Feb 11,2019
Feb 11,2019
1
people found
this helpful
this helpful
Alex was extremely professional when showing me around the property. He was informative, considerate and patient, allowing me to take my time when viewing the property. He provided me with a list of the associated fees, as well as other properties of interest....
read full review
read full review
Was this helpful?
Yes
Yes
Oct 08,2018
Oct 08,2018
11
people found
this helpful
this helpful
I've dealt with several letting agents and these are by far the worst! Once these people have your money they do not care about you. They do not respond to emails or telephone calls/messages and will fob you off saying they never received them. ...
read full review
read full review
Comment on agent fees
Extortionate
Was this helpful?
Yes
Yes
No fees information available
Kindly note that legally, letting agents need to publish information about their tenancy fees, government-approved redress schemes and client money protection schemes on their website and on third party websites (on which agents are listed). For properties to lease/rent in England, agents need to keep this information up to date and precise on allAgents or specify within the property description.
Complaints Procedure
No procedure available.
