Choices Reviews 

Ebony Ramsy is very tricky person, never give straight answer, it looks like it is part of this estate agent business proceedure, I have been asking him for the past week to clearify if he authorised by the house owner to conduct business or not but never give straight & honest answer

If I could give zero stars I would.

We were due to move into a property with Choices on 30th July 2025. On 29th July, the day before, they admitted they didn’t even have the legal paperwork in place to let it. By then we had already left our previous rental. Overnight, myself (autistic with ADHD, anxiety and depression), my partner, and my non-verbal autistic 4-year-old stepson were left homeless.

From 30th July to 11th August we had no choice but to pay £1,430 for two rooms in a shared house: one double for us and one single for my stepson. It had no living room or garden and was completely unsuitable for myself and a disabled child. This was completely avoidable if Choices had simply checked they had authority to let the property before even marketing it. It took them 2 weeks to sort the paperwork and set a new move-in date after the first failed move which is ridiculous given we had paid the holding deposit in May.

On 11th August we signed the tenancy and paid the deposit and first month’s rent. The next day, 12th August, we arrived to collect the keys. What we found was unacceptable: the property was filthy, with mouldy food left in the microwave, dead flies, cobwebs, and food still in the freezer and cupboards. The house was also full of the landlord’s furniture and belongings, despite a written agreement on 3rd July about what would remain. Even four Choices staff who attended after we refused to move into the house as it was admitted it was not acceptable. We were promised that day that the house would be cleaned, the belongings removed, and that we could move in on 18th August. We were also promised that hotel costs would be covered in the meantime.

We stayed in a hotel on 12th–13th August, but had to pay for it ourselves. On 13th August we then had a phone call from Choices telling us that the landlord would not pay for cleaning or storage, and that Choices would not either (apparently professional cleans are not their standard practice which is pretty grim). Instead we were given two coercive options: move in and clean the property ourselves while storing the landlord’s belongings in the garage or shed (losing access to both), or “surrender the tenancy”. These were not real options. We never agreed to surrender; we were forced out because the property was not fit to move into.

On 14th August we had to cancel a short family break as we managed to secure the same short-term let as before at a cost of £2,090. We had to take out a £3,500 loan to cover the short-lets and put hotel costs on a credit card, both of which are still accruing interest.

Throughout this period Choices continued to unlawfully hold onto our deposit and rent - almost £5000 - until late on 29th August. I only got this refund after being coerced into agreeing to 'surrender' the tenancy as this was the only way to get them to refund the money so we could move into a new property on 2nd August (with another agent obviously. Northwood who I highly recommend!).

The impact on us has been huge. On 12th August I had a panic attack and autistic meltdown in front of four staff. From that point onwards Choices knew they were dealing with disabled tenants under the Equality Act. Yet no reasonable adjustments were made - no single point of contact, no urgency, no clarity, and repeated use of the term “surrender” (essentially they wanted us to 'surrender' so they would not be liable for their catalogue of mistakes and breaches of law and TPO regulations). One member of staff even scoffed when I explained I would be asking for compensation for the distress caused to myself and my stepson as disabled tenants. Both my partner and I have also been signed off work with stress as a direct result of Choices actions and ineptitude.

I submitted a formal complaint on 21st August. The Director responded on 1st September with an offer of just £150 compensation which is insulting as it is less than the hotel costs they had promised would be covered. The same day, when I refused her offer and challenged whether she had in fact conducted an investigation with all the evidence, she admitted she hadn’t. Their complaints policy states that they will get back to you within 15 working days but they of course have failed to meet that deadline. We still don't have a Final Viewpoint Letter which is needed to go to The Property Ombudsman to report them and pursue compensation for all accommodation costs as well as a claim for the distress and inconvenience of being made homeless - TWICE. As it stands, we have to wait until 16th October to take any further action which is incredibly frustrating!

Good morning, Choices Letting team and Ms. Ebony Ramsey, and to my landlady for her understanding. Following 26 years in the security sector, a recent notification from a contractor regarding the loss of their security contract presented a significant challenge. As a self-employed individual with numerous obligations, this situation was particularly impactful. I communicated my circumstances to Ms. Ebony Ramsey, detailing my transition into a new security role and the subsequent adjustment to my rent payment schedule, which was agreed upon for today. I wished to reiterate the company's commitment to providing assistance when circumstances are clearly communicated. Thank you, Ms. Ebony Ramsey. I wish you a productive day and a successful year.

I have the pleasure to leave a positive review on Choices estate agents. Helen Gasson is extremely switched-on, professional, responsive to calls and emails, and provides great service to clients. I highly recommend.

⭐ 1 STAR — Avoid at all costs! The most stressful, disorganised experience of our lives.
If I could give zero stars, I would. Buying our first home through Choices was supposed to be the most exciting time of our lives — instead, it turned into an absolute nightmare that dragged on for months, full of stress, confusion, and appalling service.
We viewed the house in October while tenants were still living there. We were told they would be out by January at the latest, so we put in our offer based on that timeline. From there, it was downhill.
Communication was awful from start to finish. We had to chase them every single week for updates, and no one ever had a straight answer. At one point, we were suddenly told it had to go to court to remove the tenants — something they "weren’t sure of the outcome of." This completely blindsided us and filled us with anxiety. We were kept in the dark at every stage.
They also recommended their solicitors, AVRillo — do yourself a favour and AVOID THEM TOO. Not only were they expensive, they were inflexible and difficult to deal with. Appointments could only be made during awkward hours (10–11 or 2–3 — can’t even remember, it’s all a blur at this point). As first-time buyers, we were naive, and we were charged for things we didn’t even understand — no proper explanations were given.
The process dragged on for so long that our original mortgage offer expired, and we had to reapply at a much higher interest rate — costing us thousands more in the long run.
When we finally got the keys in mid-May, the property was left in an absolutely disgusting state. We had been promised an end-of-tenancy clean by Choices, which they then tried to deny. I had to fight tooth and nail, with evidence, to get the clean done — and even when it was, it looked like no one had done anything. It was a joke.
I had to literally beg someone from Choices to meet me at the property. What was supposed to be the most exciting day of our lives turned into a complete disaster. The only person who showed any compassion was Jake, and even he couldn’t do anything — it wasn’t his fault, but it’s telling that he was the only one who seemed to care.
After completion, Choices completely washed their hands of us, as did the solicitors. The house wasn’t in the agreed condition at exchange, but they refused to let my partner attend in person and told us we had to accept photos only — again, something we later found out is not standard practice.
To top it all off, it’s now September and they still haven’t collected their “SOLD” sign from outside the property.
We’ve now fully renovated the house and made it a home — and it’s beautiful — but we cannot let the experience we went through slide. Do NOT use Choices. They are unprofessional, disorganised, and seem to care more about closing the sale than treating their buyers with honesty or respect.

I have a new portfolio manager Nicola Dunn. She is always friendly if I need to contact her and she knows the answer to my queries.

As a landlord I appreciate Shiquera Smith's meticulous and helpful condition reports which allow me to address minor wear and tear issues which a long term tenant might not have even noticed or felt it necessary to report for my attention.

Thank you Helen Gasson,for the professionalism! She was very helpful with all the questions and paperwork. Found us a great house, perfect for our family.

I have meet Helen Gasson through the Choices agency, I was looking for a house for me my wife and kid.
I was already more than one month Into the research dealing with more agencies And viewing more properties with no success, and then I meet Helen for a viewing and she took care of us properly. She found for us the perfect house to rent and helped us with everything. Thank you Helen and thank you Choices agency.
I wish you all the best .
God bless you all !!! 🙏

Had problems with my flat, after emailing choices, had a prompt reply from them through the portfolio manager shaquerah smith who was very helpful,

Love having Ebony on the team, response to emails immediately and always with good results.
Thanks Ebony

Ebony Ramsey is such a fantastic worker full with details and patience

Ebony Ramsey was very professional and Understanding.

Very good service, the agent Ebony Ramsey attentive and responsible. Thank you so much ☺️

Fast response which is good for both parties and was clear

I rented a 2-bedroom flat from Choice for 2 years and 4 months, and it was a very positive experience. Everything was handled efficiently, and I was able to move in without any delays. I now require a rental reference letter, and Ebony Ramsey kindly provided me with a letter that includes all the necessary information and details. Thank you, Ebony!

I’ve had a very frustrating experience with Choices Estate Agents. Communication is practically non-existent — they rarely reply to emails or calls, and when they do, it’s only when they want something from you, like a signed contract or payment.

It’s clear their priorities lie in securing their fees rather than supporting or updating their clients. Once they have your signature, the service and responsiveness vanish. It feels incredibly unprofessional and one-sided. I wouldn’t recommend them to anyone looking for a reliable or transparent estate agent.

This is a scam company who had my property advertised for 2 weeks without any offers, so when I indicated I would try an alternative option, they magically found a tenant saying they had taken a holding deposit & carrying out credit check. The outcome is Choices are the tenant and I don’t receive any payment for 3 months since they take their management fee annually up front even though tenancy agreement has a 6 month break clause & refusing to give me any information of a tenant.
Once they had a sign contract no one was available for queries because “they are all busy at the end of the month “ apparently. Terrible company, I don’t know why they haven’t been exposed before but I will do my best to expose their dodgy tactics fronted by Sam and his cronies. I have taken legal advice and it seem I have a case for being misled and a conflict of interest.

Amber was extremely helpful , polite and efficient.
Would throughly recommend

Shiquerah at Choices was brilliant in responding to my query.