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Direct Residential
4.9/5, 270 Reviews
96% Recommended
98% letting valuation accuracy
90% letting fee satisfaction
Direct Residential is a market leading and established independent residential property letting and management specialist, with almost a quarter of a century experience across the country.
"They bribe you for 5 star..."
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1 Star Review
By : 'Rebecca White'
Services :
Sold price : £1100
Would you recommend ? : No
Postcode : KT17
29 May 2025
People found this helpful0
After 7 years of being bribed to give 5 star reviews it’s time an honest review. I moved in to a property managed by direct residential 7 years ago. I moved in with now ex boyfriend. Upon taking over the lease I never had a check in done, the heating hasn’t ever worked and direct residential did property inspections twice a year. The landlord was a nightmare and turned up at my check out on 15th May 2025 and I believed the check out was supported to be independent. Having waited since the 15th May to get my deposit back, I got it back today. This was only given back to me because direct residential made me withdraw my complaint against them in order to get my deposit back or wait up to 6 months. I was bullied and put under pressure by direct residential to remove my complaint. I felt they were threatening me. I never wanted to remove my formal complaint made against direct residential however I felt like in order to get my deposit back I had no choice. I’ve been treated like rubbish since leaving the property - KT17 in Epsom. The managing director of direct residential called me vain having a voice and standing up what is wrong. The property shouldn’t be on the due to mould and so many other issues. The landlady is a bully and on many occasions has turned up the property without giving me 24 hours notice that was stated in the lease. The property isn’t fit purpose and needs gutting. For the regular flat inspections direct residential are lazy and you could clearly see all the issues. There is no carpet in the lounge and spare bedroom, the hearing hasn’t ever worked, I had to pay the oven myself and I also paid the carpet in the master bedroom at my own cost. The landlady also tried to make us pay a professional clean before leaving the property. I told the agency this was against the law and I didn’t have to pay this. Be warned. They only cover their own back. They made me withdraw my complaint in order to get my deposit back. Unprofessional and aggressive.
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By : Ian Plumb
1 Jul 2025Thank you for your review, Rebecca White/Kevin Lewis. Whilst we do not agree with your version of events, there are always two sides to any story. However, all feedback is useful to help improve a service. Firstly, this is the first time in your tenancy term of almost 8 years, and multiple renewals, that you have raised a complaint, and on a public platform. Whilst this is your prerogative, a more pleasant route would have been to approach us during your tenancy. Indeed, during our service during your tenancy, you posted three 5-star positive reviews in November 2020, November 2021 and most recently November 2023. In terms of reviews, in the past we have offered an Amazon voucher as a ‘Thank You’ for taking the trouble. As you have demonstrated, anyone is welcome to make a review. We note you have also raised a formal complaint, which you withdrew when receiving your deposit back IN FULL, but then reinstated following receipt. The property reflects ‘good value’ at a lower rent than the market would normally achieve for that accommodation, to reflect the finish. As you state, paying £1,100pm (March 2025) for a two bedroom maisonette which is typically £1,600pm. You recognised this by renewing your tenancy multiple times over the almost 8 years and offering to replace the carpets at your own cost, to update to your style. You also offered to ‘upgrade’ the oven at your own cost during the tenancy, to better suit your needs, to which the landlord was very grateful and offered you a 30% refund, should you leave within 3 years of the replacement date. You continued to renew your tenancy numerous times annually following this. When you joined a pre-existing tenancy in 2017, your landlord had already completed an inventory at the outset of the tenancy in 2013, with your ex-partner. By joining an existing tenancy in 2017, you and the existing tenant are bound under the original. You served your Notice to Leave the property missing the break clause. Due to the unfortunate nature of your Notice and the circumstances surrounding it, we and your landlord compassionately accepted this, waived any remarketing and associated fees and agreed to release you both from your tenancy obligations, early. Neither us nor your landlord ‘had’ to do this, but recognised with sympathy, and with respect to your long tenancy and working relationship, to be empathetic and release you. On check out by the independent clerk noted that some mould had built up behind your larger pieces of furniture. This could be viewed as a failure to ventilate and heat the property properly and could lead to rectification works being charged to you. However, the owner of the property did not penalise you in any way for the condition of the property as you left it, minus fair wear and tear. As a gesture of goodwill, we settled the small dilapidation on your behalf and returned your deposit IN FULL just 10 working days following your check out – the required timeframe. Even if there had been a deduction proposed to you, you have access to a free independent arbitrator to oversee and ensure a fair outcome. It is only reasonable to return a property in a fully cleaned state, as it was received in the same condition. Most tenancies stipulate this clause and is not against the law. You have chosen to report the landlord to the Environmental Health for investigation. At no stage during your almost 8-year tenancy have you reported any issues in the vein you complain of. This also refers to your misunderstanding of the terminology used. During your property inspections you also signed the report as ‘no issues to report,’ on everyone. In summary, we are sorry you purport to not have enjoyed your tenancy and experience and can only apologise for this. It is also upsetting when we have gone out of our way to help you, it results in hurting us. Wishing you all the best in your new property.
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Performance Statistics
| Services | Valuation | Fees | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Letting | 98% | 90.00% | £550 | £3,800 |
Review Statistics
| From Landlords | From Tenants | From Vendors | From Buyers | From Other | |||||
|---|---|---|---|---|---|---|---|---|---|
 |  | | | | | | | | |
| 49 | 3 | 204 | 9 | 0 | 0 | 0 | 0 | 3 | 1 |
Areas covered
- KT17
- KT18
- KT19
- KT20
- KT21
- KT22
- SM1
- SM2
Address
Direct Residential
Direct House, 2 Upper High Street, Epsom, Surrey
KT17 4QJ
01372 722266
Opening Hours
- Monday :
- Tuesday :
- Wednesday :
- Thursday :
- Friday :
- Saturday :
- Sunday :
- 08:45 - 18:00
- 08:45 - 18:00
- 08:45 - 18:00
- 08:45 - 18:00
- 08:45 - 18:00
- 08:45 - 13:00
- Closed
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
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5 Star Review
By : 'Shashika'
Branch : Direct Residential Lettings, Direct House, 2 Upper High Street
Services : Letting( As a Tenant )
Would you recommend ? : No
17 Nov 2025
People found this helpful0
Exceptional service, professional support, and highly recommended letting experience with Direct ... Read Full Review
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Really smooth process and we ...
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5 Star Review
By : 'Annie'
Branch : Direct Residential Lettings, Direct House, 2 Upper High Street
Services : 2
Sold price : £1740
Would you recommend ? : Yes
Postcode : KT21
11 Nov 2025
People found this helpful
Really smooth process and we were kept updated pretty much daily. Ben at Epsom branch was fab. Really fast email replies and even now we are in our rented property it’s so easy to get in ... Read Full Review
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I’ve recently made contact ...
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5 Star Review
By : 'Toni'
Branch : Direct Residential Lettings, Direct House, 2 Upper High Street
Services : 17
Would you recommend ? : Yes
Postcode : KT19
31 Oct 2025
People found this helpful
I’ve recently made contact with the staff at direct residence and from the get go they were extremely welcoming, kind and helpful. They’re by far the most approachable estate agents in the ... Read Full Review
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Review ...
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5 Star Review
By : 'Alice'
Branch : Direct Residential Lettings, Direct House, 2 Upper High Street
Services : Letting( As a Tenant )
Would you recommend ? : No
17 Sept 2025
People found this helpful0
Great agency. Very attentive with quick replies. Currently in our second week of the tenancy and so far they’ve been great. Really friendly team which makes a huge difference (shout out to Paula who gave us lots of local recommendations!). We communicated mainly with Ben and Paula with this ... Read Full Review
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Recently rented a house in ...
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5 Star Review
By : 'Alexa'
Branch : Direct Residential Lettings, Direct House, 2 Upper High Street
Services : 2
Would you recommend ? : Yes
Postcode : KT18
15 Sept 2025
People found this helpful
Recently rented a house in Epsom. I'm very pleased with the service from the team. They were responsive and very helpful, making the process smooth. I highly recommend working with direct residential. Big thanks to the ... Read Full Review
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Recently rented a house in ...
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5 Star Review
By : 'Alexa'
Branch : Direct Residential Lettings, Direct House, 2 Upper High Street
Services : 2
Would you recommend ? : Yes
Postcode : KT18
15 Sept 2025
People found this helpful
Recently rented a house in Epsom. I'm very pleased with the service from the team. They were responsive and very helpful, making the process smooth. I highly recommend working with direct residential. Big thanks to the ... Read Full Review
Comments (0)Was this helpful?:
Five stars ...
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5 Star Review
By : 'Kauther'
Branch : Direct Residential Lettings, Direct House, 2 Upper High Street
Services : 2
Would you recommend ? : Yes
Postcode : KT17
10 Sept 2025
People found this helpful
I have just rented a flat and I am very happy with the service by direct residential in particular Ben who was very understanding. Paula was great to make the process as smooth as ... Read Full Review
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Very supportive ...
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4 Star Review
By : 'Ruchi'
Branch : Direct Residential Lettings, Direct House, 2 Upper High Street
Services : Letting( As a Tenant )
Would you recommend ? : Yes
Postcode : KT18
6 Sept 2025
People found this helpful0
I am just starting a tenancy and I have had a great experience with Direct Residential Letting Agency. They were very open and communicative throughout the entire signing process. Their patience in explaining every detail really means a lot, especially young people who are to renting. The staff ... Read Full Review
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Excellent service from ...
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5 Star Review
By : 'Priscilla'
Branch : Direct Residential Lettings, Direct House, 2 Upper High Street
Services : Letting( As a Tenant )
Would you recommend ? : Yes
Postcode : KT18
31 Aug 2025
People found this helpful0
Paula has been helping me to navigate the renting situation as a tenant. Paula has been very responsive, straight to the point and precise in her communication - everything that one would want from their lettings agent. Hopefully this continues throughout my tenancy! I would recommend the ... Read Full Review
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I have lived in my property ...
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5 Star Review
By : 'kayleigh'
Branch : Direct Residential Lettings, Direct House, 2 Upper High Street
Services : Letting( As a Tenant )
Would you recommend ? : Yes
Postcode : KT17
29 Aug 2025
People found this helpful0
I have lived in my property almost 8 years and i have never had a issue with my landlord, he has always been there communication has been on point and always been reliable. Direct Residential are truly and amazing trustworthy and honest estate agents. thank you everything ... Read Full Review
Comments (1)Was this helpful?:
By : Ian Plumb
29 Aug 2025Thank you Kayleigh, it has been our pleasure to support you in your home for such a lovely long time! All the best for the onward...
Highly Recommended with ...
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5 Star Review
By : 'Specky'
Branch : Direct Residential Lettings, Direct House, 2 Upper High Street
Services : Letting( As a Tenant )
Would you recommend ? : Yes
Postcode : KT18
22 Aug 2025
People found this helpful0
I highly recommend Direct Residential Property! Their professional advice was invaluable, and responses were always timely. They swiftly completed our apartment rental transaction in a very short timeframe, making the whole process incredibly smooth. Absolutely outstanding ... Read Full Review
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Highly ...
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5 Star Review
By : 'Nikki'
Branch : Direct Residential Lettings, Direct House, 2 Upper High Street
Services : 2
Would you recommend ? : Yes
Postcode : KT19
19 Aug 2025
People found this helpful
Very helpful from start to finish. Good communication and always on hand to answer any ... Read Full Review
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Really positive ...
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5 Star Review
By : 'Morgan'
Branch : Direct Residential Lettings, Direct House, 2 Upper High Street
Services : 2
Sold price : £3000
Would you recommend ? : Yes
Postcode : KT19
18 Aug 2025
People found this helpful
Really positive experience, great communication and really friendly service! Made settling into my uni house super easy! Thank ... Read Full Review
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Great ...
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5 Star Review
By : 'Gihan'
Branch : Direct Residential Lettings, Direct House, 2 Upper High Street
Services : 2
Sold price : £1350
Would you recommend ? : Yes
Postcode : SM1
18 Aug 2025
People found this helpful
lovely and amazing staff made my dream come really ... Read Full Review
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Direct Residential have been ...
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5 Star Review
By : 'Clemmie'
Branch : Direct Residential Lettings, Direct House, 2 Upper High Street
Services : 2
Would you recommend ? : Yes
Postcode : KT19
16 Aug 2025
People found this helpful
Direct Residential have been amazing from the get go. The house was lovely and clean when we got the keys and they were responsive to all our needs. Couldn’t recommend them enough! Thank you direct residential ... Read Full Review
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Direct Residential helped ...
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5 Star Review
By : 'Gabriella'
Branch : Direct Residential Lettings, Direct House, 2 Upper High Street
Services : 2
Would you recommend ? : Yes
Postcode : KT19
14 Aug 2025
People found this helpful
Direct Residential helped organise our university accommodation next year, they have been so helpful. The house was left in great condition and had been deep cleaned which was lovely to walk in to. They have been very professional, responsive and easy to deal with, answering any questions that we ... Read Full Review
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I could not recommend them ...
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5 Star Review
By : 'Lara'
Branch : Direct Residential Lettings, Direct House, 2 Upper High Street
Services : Letting( As a Tenant )
Sold price : £1850
Would you recommend ? : Yes
Postcode : KT17
16 Jul 2025
People found this helpful0
I could not recommend them more! Friendly, efficient, and ... Read Full Review
Comments (0)Was this helpful?:
They bribe you for 5 star ...
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1 Star Review
By : 'Rebecca'
Branch : Direct Residential Lettings, Direct House, 2 Upper High Street
Services : Letting( As a Tenant )
Sold price : £1100
Would you recommend ? : No
Postcode : KT17
29 May 2025
People found this helpful0
After 7 years of being bribed to give 5 star reviews it’s time an honest review. I moved in to a property managed by direct residential 7 years ago. I moved in with now ex boyfriend. Upon taking over the lease I never had a check in done, the heating hasn’t ever worked and direct residential ... Read Full Review
Comments (1)Was this helpful?:
By : Ian Plumb
1 Jul 2025Thank you for your review, Rebecca White/Kevin Lewis. Whilst we do not agree with your version of events, there are always two sides to any story. However, all feedback is useful to help improve a...
Above & ...
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5 Star Review
By : 'Evelynn'
Branch : Direct Residential Lettings, Direct House, 2 Upper High Street
Services : Letting( As a Owner )
Would you recommend ? : Yes
Postcode : KT19
28 Mar 2025
People found this helpful0
As a landlord you want a company that you can trust to do the best you and your tenants and I have been extremely pleased with how smoothly the renewal goes every year. This year I want to mention Harrie going above and beyond as I was going through bereavement she offered to help in anyway she ... Read Full Review
Comments on Agent Fees
Fair price for the work they do.
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Thank ...
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5 Star Review
By : 'Linda'
Branch : Direct Residential Lettings, Direct House, 2 Upper High Street
Services : Letting( As a Tenant )
Would you recommend ? : Yes
Postcode : KT18
18 Mar 2025
People found this helpful0
Our experience with Direct Residential has been incredibly positive. I truly appreciate their professionalism and meticulous attention to detail. After renting the property four years, we have no complaints whatsoever. The agents addressed every concern we raised with utmost seriousness and ... Read Full Review
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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
Listening to your comments…. ……we’re here to help At Direct Residential we are committed to providing you with a first-class service and effectively delivering the products and services you need. Your custom is important to us and your feedback allows us to improve the products and services we offer to you. If for any reason you are not entirely satisfied with any aspect of your service, we want to hear from you as soon as possible. We will then make the relevant enquiries and aim to put matters right as soon as we can. Where appropriate, we will also take steps to prevent the problem from happening again. Internal Complaints Handling Procedure: Complaint received Complaint acknowledged within 3 working days of receipt Full and thorough investigation undertaken Written outcome of investigation issued within 15 working days Should the Consumer remain dissatisfied? Direct Residential will: Undertake a prompt and detached review by staff not involved in the transaction Issue a written statement setting out the review findings and expressing our final view point (including any offer made) At this point we will notify you of our membership to The Property Ombudsman and the 12 month timescale to refer matters to them Internal Complaints Process concluded The timeframe from start to finish will be within 8 weeks. Clearly, we always want to resolve any concerns you raise with us internally. However, where you are not satisfied with our final response, or if eight weeks have passed since you first raised the matter with us, we subscribe to the high standards required with ARLA (The Association of Residential Letting Agents) and also The Property Ombudsman (Lettings). You may raise your case with them: The Association of Residential Letting Agents Arbon House 6 Tournament Court Edgehill Drive Warwick Warwickshire CV34 6LG Tel: 0844 387 0555 Website: www.arla.co.uk The Property Ombudsman (Lettings) Milford House 43-55 Milford Street Salisbury Wiltshire SP1 2BP Tel: 01722 333306 Website: http://www.tpos.co.uk
Last updated at 11/30/2, 12:00:00 AM by allAgents
