Leaders - Norwich Reviews 

The worst letting agent I have ever dealt with as a tenant.

I rented a property through Leaders Norwich and, throughout my tenancy, I have never encountered such an unprofessional and poorly managed letting agency.

Communication was consistently poor, and serious issues including black mould, damp, and a leaking hot water tank were either not reported correctly or not dealt with appropriately. During the two years I lived in the property, I was frequently unwell due to the poor living conditions, particularly the extensive mould problems.

Whenever I raised concerns, I was repeatedly given the usual stock responses such as "keep the windows open" and "don't dry clothes indoors", while the agency largely ignored the extensive photographic evidence I provided showing black mould on the walls, mould growing on furniture and clothing, and the general deterioration of the property. There was little to no meaningful assistance from the agency.

These suggestions also completely ignored the reality of the property. It was a small ground-floor flat with limited ventilation and only small windows. Leaving windows open during the day was not practical due to security concerns, while the only door opened directly onto a main road, making it equally unreasonable to leave open for extended periods.

The agency also failed to properly address the likely cause of the damp. Work carried out externally between the previous tenant leaving and my moving in appeared to have compromised the damp course due to poor workmanship. Despite this being raised on multiple occasions, the issue was consistently avoided rather than investigated.

The problems continued at the end of my tenancy. The final inspection report contained inaccuracies, including claims that items had been left in the property. This was simply untrue. I had taken my own photographs and a full video walkthrough when I vacated the property. What actually happened was that the landlady accessed the property before Leaders conducted their inspection, giving ample opportunity for changes to be made and items to be introduced. Despite me providing evidence to support my position, Leaders refused to amend the report.

Visiting the branch in person offered little reassurance. Staff were openly gossiping about people they knew and discussing who had been "bladdered" the night before, while another employee appeared more interested in watching football than assisting customers. It was not an environment that inspired confidence or professionalism.

Perhaps most disappointing is that many of the responses to reviews here seem to be little more than slightly reworded copy-and-paste apologies, with little evidence of genuine communication, accountability, or follow-through.

Overall, if you are based in Norwich and considering renting through this agency, I would strongly advise looking elsewhere. Save yourself the time, money, and frustration. My experience was extremely disappointing from start to finish, and I would not wish the stress of dealing with this agency on others.

This office has a sheer lack of compassion and empathy throughout. I started renting a property with the Norwich team over a year ago and have had about 4 different property managers and awful communication throughout.

I went through a separation during the initial fixed term, and there was simply no compassion during the process and tried removing my ex partner without mine or my landlords permission. I also tried to clarify I paid the tenancy deposit, and took me 3 - 4 occasions over several months to ensure this had been documented.

Inspections during the tenancy were cancelled, rescheduled and the check out appointment the 'clerk' was over 40 minutes late.

I simply feel sorry for my landlord who was paying a monthly charge for their services, and we ended up having to communicate directly due to their sheer lack on communication or professionalism. Safe to say I would not rent or purchase through this team again.

This company delayed my tenancy checkout because their own agent was unable to attend the scheduled appointment. Despite the delay being entirely of their making, they then attempted to charge me additional rent for the extra days they had imposed.

I find this behaviour completely unreasonable and unprofessional. Rather than taking responsibility for their own scheduling issues, they tried to pass the cost onto the tenant.

Based on my experience, I would strongly advise others to avoid this unscrupulous agency and look elsewhere. Trust and fairness are essential when dealing with an estate agent, and unfortunately, I found neither here.

We have used Leaders since about 2014. Hannah Fulcher has always been friendly and very professional. She is well informed and a good communicator, always keeps us up to date, and is supportive and helpful should any difficulties arise.

Highly professional, attention to details and quality oriented

Great and fast service

I am waiting for boiler servicing right now but instead comes this rating

It was good experience good thoug

Personal service kept informed every step of the way to our new rental. Prompt response for any repairs needed.

Good communication. Easy portal to use or report the issues

I'd rented my property with them for 20 years and they'd always been prompt and helpful. Hannah Fulcher has been brilliant. Recommended.

Really good for renting always available when I need them. Riley is a really good asset to the team! 5 stars for him. Only thing I could complain about. Sent over inventory to my property manager and never got a reply :/

They are fast and reliable and can be trusted.

Lovely and nice people

Very good service

A very smooth and professional process from start to finish.

As a landlord Leaders failed me. I trusted them to manage my cottage, they failed to do an inspection for the whole 16 months the property was rented. I paid for the full property management but received zero. Even had to chase getting spare keys back. Exit inspection showed lots of damage including dog feces but the company they use has closed the case and so far I haven’t received a penny back. In a tough market this is costing me thousands. I wish I had never gone to Leaders.

good experience.

Still haven’t given my girlfriend her deposit back despite her chasing them. The landlord agreed to give her the full deposit. It’s almost been a month since she’s moved out. This is really bad! We will be contacting the ombudsman and raising a dispute with the agency.