Frank Innes Reviews 

If you want your house sold, forget it! Very poor. I have been a letting customer of the letting side for 6 years. I am a buy to let owner with several properties under management with the West Bridgford branch. They asked I give them a shot at selling one of my house with them as normally use a different selling agent. I gave them a try and turned out to be a costly mistake . Only 3 viewings in 14 weeks. Yes, 14 weeks! When I asked to speak to the branch manager about what they are doing to sell my property, he refused to call me back and talk to me, despite being a customer on the letting side for 6 years! He eventually emailed me blaming the market, Iran war blah blah. I moved the sale back my usual selling agent who got me 6 viewings in a week and a sale within 2 weeks. The market hey?!. Complete apathy on the part of the branch manager who clearly doesn’t care about his customers. Disgrace!

I can only confirm previous adverse comments The staff are unhelpful and unprofessional and appear inadequately trained. Property inspections, seldom done on time, are far from perfect and . as with outgoing inspections, lack credibility. Defects are not noted and inventories are not checked
My advice is to avoid at all costs.

I am writing to share my experience as a tenant in a property managed by Frank Innes in Leicester, under the landlord Shilpa.

From the outset, my experience was extremely unsatisfactory. On the day I moved in, I was given the wrong keys by Lottie at the office, which left me waiting outside the property for several hours before I could gain access. When I finally entered the property, the cleanliness was far below an acceptable standard, and I had to clean it myself. While moving the sofa, I discovered a dead rat, which was very concerning. Despite this, it took over two weeks for pest control to be arranged.

Additionally, although the landlord later provided a mattress, this came with an unexpected increase of £30 to my monthly rent. After living in the property for 12 months, I was informed by the landlord of planned heating installation works that would cause significant disruption. I was also told that any damage to my personal belongings during these works would not be her responsibility, which I formally disputed. Shortly after raising this concern, I was served a Section 21 notice and required to vacate the property within two months, despite asking for consideration as I had made the apartment my home.

The landlord stated that the property would be uninhabitable during the works and would require cleaning afterwards. Despite this, I still made the effort to leave the property clean and tidy upon exiting.

Overall, the way this situation was handled left me feeling that I was treated unfairly and without consideration. In my opinion, this experience reflects poorly on both Frank Innes and the landlord. This is a clear path of exploitation by Shilpa.

I have now moved on, but I feel it is important for others to be aware of what they may encounter when dealing with this agency and landlord.

If I could give 0 stars, I would. Rented my home through them as I was moving to Australia I paid for the top package as I didn't need the hassle. I have had to sort everything anyway, tenants coming to me frustrated as nothing is getting sorted. Every time I email them, no one has a clue what is going on. I have about 3 property managers for 1 property and I'd be more likely to get hold of Queen Liz via ouija board than them. I asked when the inventory report was being done and was told a month after the tenant moved out, told them not possible as the rent pays my mortgage to be told oh it's in 2 days, I got my dates mixed up. All that finished, was told I could get the keys after the report was finished... shock, still didn't get the keys. Was told they would be dropped off at 8am... guess what! No keys. Lost my future tenant and the work man all in one swoop. Best part is, it is no longer being managed by them so the spare keys could have been given. An absolute waste of time and money. Avoid at all costs!!

If I could give zero stars I would. Had nothing but trouble very slow to do repairs. The windows didn’t close the whole year I was there. Upon leaving they kept half the deposit for a minor repair. Absolute charlatans.

Please please please do NOT use this company, they are deceitful, I rented for a short time whilst I bought a property, I left the term early and continued to pay rent until a new tenant was found, many days the listing showed as "let agreed", when in fact the property was available, I kept screen shots and lodged a complaint

*******

If you leave before your term ends and continue to pay rent until they find tenants review the listing every day and screenshot as soon as you see let agreed status, check they have tenants pending as they don't care so long as your paying ..

New tenants were later found and id just paid £1000 rent so I am due a refund of over £900. I contacted the Mansfield branch who told me on the Friday that it would be processed the following week, so I waited, I then called the week after, they then said they needed my account number and sort code? Good delay tactic, so I gave it to them and waited again.... Called a few days later couldn't get any updates just fobbed off, I've written I've called, ive been in touch with Countrywide principal service, again not returning my calls. I did get an email stating that they were awaiting funds from the landlord, which differed from the Mansfield branch version, which stated that it was being processed with accounts, another lie. I'm almost into my 3rd week and I have no idea when I'll receive my overpayment of rent .... Furthermore the landlord has his own disputes with Frank innes and removed his properties...

My contract is with Frank Innes, so id like my overpayment back please, the terms and conditions of them state within 7 to 14 days for a return ....

The Mansfield branch are just awful especially their manager Zoe, so unprofessional.... Really makes it up as she goes along.

Quick enough to take my cash, not quick enough to return it.

I've requested a DSAR, and sent a final demand as I've not had one honest conversation about what is actually happening with my overpayment....

That is a true definition of a poor organisation.

I'm entitled to my overpayment of rent, next stop small claims court...

Really poor service !!!!!pushed dolly come claim money for viewing, overtake and go away from shit agent there is a lot trusted companies

Very poor
Attended my address to complete a valuation for a sell to buy scheme on a new property.
Over a week later and they still haven’t provided a valuation
Just totally incompetent

Worse experience in letting properties out for you.

Over inflated costs, poor quality service.
Demanding to increase rent on your rentals so they can make more commission and documentation costs.

AVOID,go else where John Shephard, David James etc

Landlords, be careful. Based on our experience, this agency may not be presenting strong applicants to you — and may be more focused on collecting holding deposits than securing reliable tenants.

We applied for a detached property advertised at £1,000, which the agency reduced to £950 the next day. Weeks later, the property today is still on the market, yet they kept our holding deposit after rejecting us by phone with no written explanation.

We offered 6 months’ rent upfront, and even another 6 months after that — a full year paid in advance. If an applicant with that level of financial commitment is rejected instantly, it raises serious questions about whether applications are being properly communicated to landlords.

The documentation provided to us was incomplete, communication was inconsistent, and the property was re‑listed with new photos and a lower price while our deposit was still active.

We are currently trying to recover our deposit through the formal complaints process and will continue through the appropriate legal channels if necessary.

If you are a landlord, you should be aware that you may be losing high‑quality applicants without ever being told they existed.

I contacted Frank Innes in Long Eaton, Nottingham to arrange for a series of valuations for my uncle’s properties following a difficult family situation, and I honestly couldn’t have asked for better service.
My first point of contact was Jacob, who was polite, patient, and very efficient with my enquiry. He arranged the valuation appointments and made the whole process straightforward and convenient. Before the day arrived, I needed to arrange a different time for one of the properties due to the tenants saying it was inconvenient. When I called, I spoke with Vanessa, the branch manager, she sorted it out with no hassle at all, in fact she was so efficient that by the time I called the tenants to explain they would be calling to make the arrangements, it was already done. It was really reassuring to deal with someone who understood the situation and acted so quickly.
The valuations were carried out by Shannon, who arrived well prepared for each property having done her research beforehand and was very professional. We found her professional, easy to talk to, and took the time to explain things clearly to my uncle. Shannon shared a lot of useful information without making the appointment feel rushed, pressured, or obligated. It was obvious she knew what she was talking about throughout each valuation, she is a true credit to their team.
Shannon did not mess around, the reports came back surprisingly quickly and were very detailed, in fact they were probably the most comprehensive of the three agents we had visit. It gave us a good level of confidence in the information provided.
Overall, everyone I dealt with was friendly, helpful, and made a potentially stressful process much easier.
Nothing felt like too much trouble.
I would recommend this branch and the team to anyone; they are a high-quality estate agent.
Thank you for your time, support, and assistance with everything.

Just called the Sutton in Ashfield branch. I did call a few weeks ago but I called again to ensure that I am being told the correct details about fee's etc. Seems they tell a different story each time. First time I was told the fee is 1% no sale no fee with an extra fee to pay for ID checks. This time I am told the fee is fixed at 3K, when I pressed for 1% was told it could be 1% but then other charges added like marketing. NO THANKS. Looking for an agent that is transparent and honest.

Lovely property that I rented for over a year. Thank goodness I got to know who the rental was from. Service was shocking took them an age to sort basic hot water out ended up sorting it myself with agreement from the actual landlord. Now I’ve moved out making claims from the zero deposit company that the landlord has suggested not to. Worst company to rent from so good luck if you have to use them.

Very quick at getting back to me to book in for veiwings. also the estate agent Connor, was lovely and went above and beyond. Very friendly and helpful service.

Hello good morning and hope you are well. I have been with your agency for over a year now and they hasn't been a month which I have been late on my rent payments and I was trusting in time of my deposit you will do the same.
I'm making this complaint because yesterday I felt like I was spoken harshly and with no genuine respect or aim to help by the customer service when i tried to make inquiries about my deposit.

My complaint was mainly because I was asked by the customers services to bring in the keys of my flat and when I did she told me I will be contacted this week concerning my deposit but when i called I was told they made a mistake and I can't receive the deposit until 7th of February which I told them it won't be possible because I already moved out of the flat. They lady at the customer services kept insisting that on the contract which I signed it said I have to informed the agency one month before and I did explained to her that I tried calling them and no one was responding and someone finally responded after 2 days and ask me to send the notice by email and I didn't know it had to be sent by email, about the tenacy agreement I didn't receive any email or signed it. Please I will really like to talked to someone about this issue and see it can be resolved because i feel like I'm being cheated.
Name is Stanly Ngeh.

Frank Innes - Nottingham.
Sales team are at the best … disorganised!
I made a special journey to Nottingham to view a property for sale with their Nottingham branch.
No one turned up & I was given an excuse that they had been unable to contact me to cancel, hard to believe as they had both my mobile number & email address.
Given this experience I would never list a property with them, or arrange a future viewing.

I had a great experience with Frank Innes Nottingham when selling my home and I’d definitely recommend using them. From the start they were amazing, Charlie and Morgan in particular have been fantastic! Always answering my never ending questions, keeping me updated throughout the process and offering reassurance and advice whenever needed. Helped me find a buyer really quickly too as they were really quick at responding to enquiries for viewings.

I told them I needed a quick sale and they did everything they could to ensure that happened. In my experience I found the team to be really lovely people who genuinely care about your situation and how to help, which makes all the difference. I’ve been told selling a house is a stressful process but I didn’t find that to be the case with their help. Any (very minor) issues I had were quickly responded to and resolved.

Thank you again, and I’ll see you again when it’s time for the next house move!

I went to Frank Innes Nottingham branch who was a breath of fresh air after a bad experience with a previous agent. Ellessa was brilliant at helping me find my new home. She could negotiate across the whole chain I was in, getting a good final purchase price. Friendly and v experience. Charlie dealt with the sale of my home. He really chivvied the purchaser and my solicitors along the process. He is very experienced in this house selling malarkey. I was a sole seller/buyer and at times the whole process overwhelmed me. Both Ellessa and Charlie could spin the plates while staying calm and empathetic. I honestly would have had a meltdown if it wasn’t for those two advisers. Morgan also played a huge role in dealing with some of other issues I faced along the way. I am so pleased I happened on Frank Innes Nottingham. I’m recommending it to any friends about to start the house sale/buying process. Don’t go anywhere else. Thank you Ellessa, Charlie and Morgan ❤️

I am writing this review to raise awareness of a serious data protection issue involving Frank Innes Chesterfield.

On 3 November 2025, I was contacted by a stranger asking about how to claim back his deposit from Frank Innes. During the conversation, I discovered that my personal details — including my full name, address, contact information, occupation, salary, and even my father’s details — had been included on this person’s tenancy agreement as if we were the lead tenant and guarantor. We have never rented this property, nor have we ever had any tenancy with Frank Innes.

This means our private information was shared with complete strangers without our consent, posing a serious risk of identity theft and fraud. I immediately raised a formal complaint and requested an urgent investigation into how this breach occurred, what steps were being taken to resolve it, and what safeguards would be put in place to prevent this from happening again.

A company handling sensitive personal data should take data protection seriously. I am extremely disappointed and concerned that such a significant breach could occur at all. I strongly urge Frank Innes and their parent company to review their data handling procedures and ensure proper training and oversight to protect their customers’ information.

Until this matter is properly addressed, I cannot recommend using Frank Innes Chesterfield.

They lost our key.