Leaders Letting & Estate Agents St Albans Reviews Summary

Customer Service

Pros:

• "Staff are pleasant and courteous and telephone calls are returned and correspondence dealt with promptly in a quiet and efficient way without difficulty or problem."
• "Lettings negotiators were very quick to respond to calls and emails, the service was personable and professional."
• "The girls in the maintenance team are always on point, actually respond to calls & messages in a good time and are really nice to deal with."
• "Really good response times and a great plus for the agency in terms of transparency and efficient communication."
• "All very friendly and provided such a great customer service from start to finish."
• "The team are always very responsive and have demonstrated a very high level of customer service at all times."
• "Leaders have been my letting agent for 15 years and have consistently delivered a top quality service, fast, prompt and reliable."

Cons:

• "Had a very negative experience with Leaders, paid the holding deposit then without being told the flat when back up on right move again."
• "The staff was unprofessional and incompetent. They were rude, dismissive, and didn't seem to know what they were doing."
• "Save yourself the stress and money. We're considering legal action to resolve this frustrating situation."
• "They have been really inflexible to us (parents of a young baby) during the pandemic regarding our moving out date."
• "Even the manager Scott tried to avoid our questions."
• "The staff we have dealt with have not been very helpful when we've called them."
• "The agent I spoke to was rude and unhelpful."

Property Management

Pros:

• "Leaders have managed my property for many years and are efficient, timely and sensitive."
• "Leaders Agents have been exceptional in customer service, striving to find suitable properties and being flexible in offering virtual viewings."
• "The online Property Management tool has been really effective."
• "Leaders have been our managing agents for several years. They provide an efficient and personalised service and there is always somebody available to deal with our requests, queries and concerns."
• "The property checks are carried out with plenty of notice and with respect to privacy."
• "I have used Leaders for a number of years for managing my property and I would say the service has been first class."
• "Leaders have rented a property for our family for a number of years. It has been a very professional service."

Cons:

• "Additionally during out tenancy they have completely neglected the maintenance of the car park (overgrown with weeds), cleaning out the guttering etc."
• "A few things need to be fixed but the property managers kept saying 'waiting for landlord to confirm' for more than a month."
• "Really disappointed. Since 1 year I am in this property they haven't connected the electricity meter to the UK provider."
• "They are charging me to remove kettle, chopping board and toaster."
• "We have emailed leaders many many times regarding this metter but we havent got any answer back."
• "A truly awful experience with this company when I had to into rented accommodation as he result of a divorce."
• "Don't understand the high reviews here - we let a property from Leaders and had a terrible experience, completely messed around by the agents."

Professionalism

Pros:

• "Five stars service: they are professional, attentive and friendly.. amazing!"
• "Extremely professional and highly skilled agents."
• "Leaders were fantastic and Miss Calvert was the utmost professional."
• "Alex and Ross are very professional. They replying to emails very quickly, they were always happy to help with all my enquires I've had."
• "I really enjoyed today's viewing. Louise was completely professional."
• "Ross was extremely helpful in arranging a viewing and showing me around the property."
• "I have found the team at Leaders to be extremely friendly and personable as well efficient and reliable."

Cons:

• "Very Very Poor Discriminative.. rented through leaders had countless repairs that needed doing to stop the flat being in such a run down condition."
• "Poor attitudes and lots of lies from Ross."
• "I would tell everyone ot stay way clear of their 'double standard' services (to themselves). AVOID!"
• "They are double faced, back stubbing, hypocrites."
• "Leaders country-wide are prolifically conning renters into the no deposit option by lying that landlord will not agree to the tenancy without it."
• "Disgusting behaviour my mental health has deteriorated severely since being here."
• "Both men have been highly unprofessional and untrustworthy and I'm overall very disappointed with the service by the St Albans branch."

Communication

Pros:

• "Louise is a breath of fresh air and goes out of her way to ensure that the customer is completely satisfied!"
• "Alex in the office was also quick to help and the communication was particularly quick."
• "She had a good strong knowledge of the property and surrounding locations ie shops, schools, parking."
• "Louise, Jane and Amber have all been exceptional in good, clear and prompt communication during our tenancy, and have been a pleasure to work with."
• "Fantastic experience sorting a viewing for me remotely, from both Hannah and Louise."
• "I can't thank Alex enough for how prompt she is at replying to emails."
• "Words cannot express how thankful I am to have Louise Inder helping me through the rental process."

Cons:

• "Every few months they will come up with some 'penalty', after putting us through unnecessary stress by proving that we are never late on payment, they apologise saying that it’s been a misunderstanding; then after a few months they come up with the same penalty…."
• "The reviews on their website are all very generic and they don't seem to be from real people."
• "Really incompetent, asking for payments saying that we haven’t paid our rent on time when the payments are taken automatically out of our account on a fixed date, every month."
• "They ignore letters and messages, and calling them is futile – they seem clueless."
• "Just left disgusted at the lack of communication."
• "Terrible experience! Booked at 10am to see a property at 12.30pm - 2 hours later! Got to the property at 12.30 on the dot and was waiting around for 10 mins outside the property."
• "We have emailed leaders many many times regarding this metter but we havent got any answer back."