Leaders - Bournemouth Arvostelua 

I honestly regret letting through this agency. It's 23:55pm and I can't sleep due to the emotional and embarrassing situation I faced today because someone would not check or reply an email and do the needful nor carry the organisation's team members in tenancy management.

I'm beyond PAINED!

I was well attended and the process was fast

Unusually for a lettings agency they were easy to contact from the start. Viewing was arranged quickly, feedback as to our application was very fast and the approval process well structured. Lead agent Leo has been great along with lettings manager Amelia who was brilliant in helping us clear a referencing hold up.

I was excited as at first they were a dream to deal with, everything went smoothly and they were overall pleasant. Until I moved in. Multiple features about the building they completely failed to mention, even the property manager expressed disappointment and shock in this oversight. I was not given insight to any hidden costs and I am now being chased 2 weeks after moving in for payment by their credit control team, despite sending evidence to them numerous times all bills have been paid, they are now threatening to have me evicted saying I'm in breach of contract. I asked Leaders for information on terminating my contract early and they told me to contact the landlord, despite the agreement being made between myself and Leaders. I will lodge a formal complaint if this continues.

Had a boiler yearly check on 19th December 2022.
There is a blocked pipe from boiler to meter.
It's been six weeks I have been without hotwater or heating.
I call and email and still nothing
They just care about getting your rent and not sorting out the issue

Leaders Bournemouth- I logged on the system that my washing machine had broken on the 28 December 2022, they only brought it to the landlords attention on the 12th January 2023. On the 16th a 3rd party gave a quote, this quote was only sent to the landlord on 19th Jan 2023, when I phoned the excuse was it broke during the holiday period!! The quote was only sent because i phoned to complain and asked to speak to a manager, who to this day has not bothered to phone me. Absolutely sub-standard service. I still dont have a washing machine i am so frustrated

This letting agent takes the letting agents' maxim of "the prospective tenant isn't our customer so we don't have to keep them happy" to a level I've never seen before. Starting with the viewing where the agent was clueless about the property, and developing through a two-week saga where they hadn't done their due diligence with the landlord knowing what would be necessary to complete a tenancy.

Avoid like the plague. (Unless you're a landlord, they might care about you then.)

Initially ok, but very pushy on the no deposit option.
Water pressure was poor throughout the three years- kept having engineers to 'fix it'- just made it progressively worse. This was more to do with the landlord but leaders couldn't care less.

Leaders sent a plumber for our heating issues- we were electric only property

Didn't tell us the Ferndown office closed and we had to deal with the Bournemouth office

Managers change without notice

They didn't look at the inventory on first inspection - complaining about the state of carpets despite they came like that- but landlord did replace the carpets

Flat wasn't cleaned when we moved in and needed repainting - we had to do this- landlord provided the paint(left in the flat).

Leaders forgot to update our contract in the first year, meaning we went from renewal for march, to then April.

Routinely forget to cc all tenants with emails.

Overall, lack of communication once securing a contract and lack common sense- the pushing no deposit option and supplying a plumber to an electric only property gave us little faith in Leaders. Also wish they had more of a back bone to tell the landlord to stop going for cheap 'fixes' and actually resolve the water pressure.

I've been renting with leaders for a year now and have had a great experience. Especially with Sina who is my property manager. Any problems I have she's easy to approach and to talk too and puts my mind at ease. I had a roof leak at one point and she sent somebody out straight away and was fixed instantly. Her communiation is great. I think all the team are top notch and would recommend leaders to anybody who wants to rent in the Bournemouth area. Thanks for the wonderful experience guys.

Awful experience. By far the most incompetent company I’ve ever had the misfortune to deal with. Unbelievably poor customer service, and just plain rude.

Difficult to reach the right person on the phone. Rarely does anyone actually bother to pick up the phone, they just bombard you with generic emails. And when they say they’ll call you back, invariably they don’t (I waited two days for somebody to call back, never received that call)

Eventually got into the property (in the afternoon as the landlord apparently hadn't completed his documents in time despite the fact I'd already paid in full and been assured by Leaders that the keys would be ready to collect at 0930) to find it hadn't even been cleaned! In the middle of a global pandemic Leaders didn’t think it necessary to even do a basic clean! Luckily I’m not elderly and/or vulnerable!

The toilet stank of urine, hairs everywhere, kitchen in a state, floor and sides covered in sticky residue, no lightbulbs, and even the buzzer didn’t work! Clearly Leaders hadn’t even bothered checking the flat was suitable to live in!

Also, I was misled regarding parking permits - I was told to expect £30-£45 when in fact it cost £85. I’ve also had to deal with all the people they sell my details to constantly calling and emailing in an attempt to rip me off with their overpriced services (I specifically told Leaders I didn’t want their insurance and yet still they bombard me every day with emails).

I called to complain about their services and one of the people I’ve been dealing with (you don’t get a dedicated person) literally blamed me, the landlord and the management company, and refused to listen to me or accept any responsibility. Embarrassingly poor.

Absolutely appalling service. Viewed & registered interest, was accepted for a property today at 3.15, requested a 2nd viewing for next day to measure up. Was called by lauren etches in the Bournemouth branch only 2 hours later, to advise that because we requested a 2nd viewing the landlord has changed his mind. Lauren was then extremely rude & patronising in her tone! Avoid at all costs. Looking at these reviews it now seems I had a lucky escape.