HomeLet Arvostelua 5 067

Rachel Harvey was very efficient at dealing with my Landlords Homelet Insurance policy renewal.

I recently applied for a joint tenancy through Symonds & Sampson, who use HomeLet (Barbon Insurance Group) for tenant referencing. My 31-year-old daughter and I, 67, submitted a complete application. Her reference was approved within 48 hours. Mine was not.

Within days, HomeLet flagged three CCJs against me. These were registered at a commercial address I have never lived at or had any connection with. The judgments were in a female name, for relatively small amounts (£169–£250). HomeLet themselves acknowledged in writing that the names and gender did not match mine. Despite this, they asked me to provide evidence that I was paying these debts, debts they had already admitted were not mine.

I immediately disputed the errors in writing and pointed out that there was no way I was going to be paying debts not related to me and not in my name and at an address I’d never heard of. Communication was slow and unresponsive, they literally don’t respond to emails and ignore their portal. I only discovered they were using incorrect data against me when I telephoned. After several days of silence and uncertainty, we were forced to withdraw our application due to the delays. The very next morning, the system suddenly showed as “complete,” and the agent apologised and invited us to proceed. However, when we did, they then insisted on a guarantor due to the same erroneous flags. This was both embarrassing, grossly unfair and insulting.

I submitted a Subject Access Request (SAR) to understand what data they held. HomeLet initially tried to narrow the scope of the request. My personal credit reports do not show CCJs in anyone else’s name, I don’t have any CCJ’s registered against my name, confirming this was a matching error on their part, yet they placed the full burden of proof on me rather than correcting their records promptly. They fed data back to the agent that meant they believed I was a risk!

This experience has been deeply frustrating and has directly caused the collapse of our tenancy application. At no point did HomeLet demonstrate a balanced, or fair approach.

Their systems appear heavily automated and risk-averse in favour of landlords and insurers, with inadequate manual oversight when obvious mismatches (such as gender and address type) arise. Tenants seem to be treated as potential risks by default rather than customers. They use a lot of ‘back door’ tools that they don’t openly disclose to people applying, they don’t simply check Experian and CFAS for example. Both my professional daughter’s credit reports and mine do not show any Experian soft searches which begs the question ‘what are they up to’? It’s worth noting this group of companies are insurers first and foremost and clearly employing any (potentially dubious) means to mitigate any risk to their own profit and genuinely do not care when mistakes like this cost a tenant a potential home.

I strongly recommend that anyone who has used or is considering HomeLet submit a Subject Access Request to see exactly what data they hold and how it is being used.

Greater transparency in this sector is badly needed. Prospective tenants should be aware that referencing errors like this can cause significant stress, delay, and lost opportunities, even for applicants with strong financial profiles and or over 40 years of successful renting as in my case. I’ve never missed a payment.

Bluntly: 67 year old man’s tenancy application fails due to referencing company erroneously attributing someone else’s debts to him. Absolutely abhorrent.

I will be escalating this matter formally with the ICO and relevant ombudsman schemes.

*if you scroll this site you’ll see how they state they don’t make the decision about your tenancy, the agent or landlord has the final say! They do however feed back data and recommendations that the agents etc rely upon. They not benevolent or innocent.

Nathan was friendly and professional, and communicated a lot of information very well. At times his pace was quite quick and naturally a bit scripted, but he was clear and covered everything needed. Overall a positive interaction.

Very professional and helpful. Thank you Lachlan Mills !

Had great customer service from Adam Key today to help set up my insurance cover. Very friendly and super helpful!

Nathan was so helpful and explained clearly what my insurance would cover. Highly recommended

Adam was very helpful, helping me understand everything I needed to know while being friendly and professional.

Very professional and easy service, superb customer service from Adam Key

Nathan Smith helped me set up home insurance for my new property. He was very friendly and clear with all the information! Its my first time renting a property of my own and he made it easy and clear for me.

I spoke to Rachel Harvey, who was extremely friendly and welcoming throughout the whole process. I explained that I am dyslexic, and she took extra care to make sure everything was explained clearly and patiently, which I really appreciated.
The house insurance quote I received was also very competitive compared to other companies I checked. Overall, the staff were professional, understanding, and very supportive. Excellent customer service from start to finish.

Sarah Poole provided very professional service

Had a good conversation with the Homelet agent, she was professional, polite and very helpful.

Thanks to Valentin Valeanu for dealing with my renewal today, 19th May 2026.
Made the process quick, easy and painless.

Excellent professional service by Rachel Harvey. Fast, efficient and explained everything to me regarding my renewal which I proceeded with.

I received a call today asking if I wanted to renew my HomeLet insurance. The call from Rachel Harvey was friendly and efficient. Everything was explained clearly and all my questions were answered to my satisfaction. I couldn't ask for a better experience, thank you.

Nathan was very nice, patient and helpful and explained everything very well. Also very cheerful too. Very happy with his customer service skills.

I was really happy with the HomeLet service today, I had such a lovely chat with Nathan Smith who was very helpful and so easy to talk to. Would highly recommend him!

Adam keys is such a nice guy, I like his professionalism and detailed manner of handling things. Am very happy with homelet and I recommend them to all.

Excellent service explained thoroughly by Adam Key,cheap too.

Spoke to Nathan Smith regarding tenants insurance today. Process was smooth and quick, and Nathan was extremely helpful.