Leaders - Horsham Reviews 

I am writing this to warn other tenants about the unethical practices at Leaders Horsham regarding their "No Deposit Option" (The Residency) scheme.

After being verbally offered a property in the Cranleigh area by the branch, we immediately sent a follow-up email confirming our acceptance and providing all the necessary documents to start the formal referencing process as requested. Crucially, we explicitly exercised our legal rights under the Tenant Fees Act 2019 to request a standard, refundable 5-week cash deposit instead of their optional monthly fee scheme.

Immediately after declaring our preference for a standard deposit, Leaders halted our application and handed the property to someone else.
I have screenshots confirming the property was abruptly given away right after we declined their optional financial product.

Making optional deposit schemes a mandatory requirement to secure a property is a clear form of "conditional selling." We have already submitted a formal complaint letter to Leaders, and if this is not resolved transparently, we will be escalating our full written paper trail to The Property Ombudsman and Trading Standards.

Ella has been amazing from the get go her communication has been great even on the little things. This whole process has been made very smooth and can't say thankyou enough.

Still awaiting their ‘Debt team’ to get into contact. I wasn’t given clarity when I was just told ‘soon’. 3 weeks later still not heard anything. There’s credit on the account for them to deduct the check out charge. And still waiting for the remainder to be discussed and returned. But then again what else would I expect from leaders. They chase when you owe money to them. But if they owe it to you, you get the process and policy speech. Never again will I rent a property through this company. Doesn’t matter what branch.

Absolutely awful management from the horsham leaders team.
Their level of communication is rubbish. The stress from the repairs and issues we uncovered in our property was absolutely appalling.
The team at horsham were quick to jump for payments. But when we needed repairs it took them forever to do so. And continuously directed us to their online platform which was buggy.
I will not be using their services again. They are a terrible management company. As soon as you sign your tenancy it is as if they do not care. The struggles we went through just to be heard. Absolutely disgusting. And not to mention the fact that me and my partner are both on the tenancy at the time it was active. It was like they chose who to contact and when. Not both of us each time they did have a communication for us. Such awful service.

Absolutely would not recommend – avoid if you can

The reason I’ve changed my review is because of how poorly we were treated after signing the contract. Our experience with Leaders in Horsham (ref: 1 Park Terrace East Mews) was nothing short of awful, and I would never recommend them to anyone.

After the fire at the local DIY store just two doors down from our property, we were forced to vacate due to the overwhelming smell and fumes. Our neighbour, who also rented through Leaders, had to do the same. When we tried contacting Leaders via their out-of-hours emergency line, it was completely useless. I was told that the managers couldn’t speak to me because it would be considered "overtime" – an actual emergency, and they refused to help.

Thankfully, the local council stepped in and put us in a hotel for three nights. Leaders never called to check in on us, never offered support, and left all the chasing to us. There was zero urgency or care shown, either from the agents or the landlords they represent.

We were eventually able to return after weeks away, thanks only to my own insurance company, who had to arrange cleaning and temporary accommodation in an Airbnb. And what was our reward for dealing with all of this? A two-month eviction notice. It’s pretty clear the landlords just wanted to increase the rent – it’s since jumped from £1,475 to £1,600, which is just laughable.

I’m relieved to say we’ve now found a better letting agent in Horsham and can begin to move on from what was a truly stressful and frustrating 10 months. Do yourself a favour and avoid this branch at all costs. Had to wait to get my deposit back before I could write my true feelings.

I would like to mention the good service and timely information provided during the process of renting the flat in Horsham Gates, especially Ella McLoughlin who was very available to answer all our questions.

Failed to record my rent payment sent from bank. Failed to advise me. Informed my landlord who contacted me direct. Added additional amounts owed to my account. Called and explained payment was made on 1st month as it has been for 4 years. No apology offered, had to send proof from back. Still not sorted. Customer guilty until you prove yourself innocent with Leaders. Shocking incompetence and very poor customer service. Branch- Leaders of Horsham.

I rented an apartment from Leaders Horsham, I received an excellent and professional assistance during the renting process.
Amy Ellis was exceptionally helpful with the renting process all through, she assisted me greatly with the application. she is v.supportive and kind.
I will like to say Thk U and I appreciate your good gesture

I was a tenant at a rented property with my husband Giles for 4.5 years. We were incredibly happy with the amazing service provided by the staff at the Horsham branch. They are all incredibly friendly, professional and just an all round wonderful bunch of people. Any issues with our property were incredibly quickly sorted. We couldn’t be happier. When we were leaving the property our Leaders adviser was Fiona O’Cleary and I cannot praise or thank Fiona enough for all her wonderful help, patience and guidance , Fiona and all of the Horsham staff are amazing! Cannot recommend high enough.

Do not use this company, they are just interested in taking your money. We rented a property from Leaders for 2 years and the rental was okay, however we were told that we had to use the No Deposit Scheme which we did not want to do but cost us an additional £1.400.00 (approx) over the rental. When we left there were a few issues which we were aware of and happy to discuss. However once the "Depository" got involved there was no communication. We were told not to ask any questions via the "Depository" but to ring the branch, which we did on many occasions leaving numerous voice-mails or if we did mange to talk to someone they promised to get back to us but never did. So we are now left with a bill of over £700.00 to pay having already paid £1,400.00 over the odds. We were mis-sold the No Deposit Scheme, as admitted by one of Leaders representatives but no consideration given to this at all. So avoid this company if you can unless you want to be ripped off.

The experience was very good due to the patience of Amy Ellis, helping me from the other side of the world to work my way through the bewildering amount of bureaucracy involved in renting a house in the UK, and I am someone who has had no experience if renting previously. She did very well, because here I am now in a lovely house in Horsham.
There was a bit of a bank delay, but was met with the same courtesy, again thank you, Amy.
So hats off to Amy Ellis in the 30 Carfax Branch Office,
Kind regards, Dori Parkin

We have engaged with many letting agents in Horsham and believe me Leaders are the best in Horsham.

My wife was saying she had a very good and brilliant customer service especially from Georgia Hannay.

With our hard times with work life couldn't get a chance to search much properties in Horsham.

From the day one all our dealings was with Georgia and I must say she was so much more helpful and accommodating than I would’ve ever expected. I was so pleased with the whole experience. Totally hassle-free service and much informative.

Will definitely recommend to everyone.
More than just a letting agent❤️
Thanks!!

Getting property in UK is as complex as complex can be, but my agent Amy Ellis made it easy as ABC. She is patient, picks up calls, warm and knowledgeable of her work. I really enjoyed working with her and I am getting keys to my apartment soon! Hooray!!!!

Amy from Leaders is an extremely helpful, professional and kind employee. She helped me every step of the way with a sometimes tricky and stressful tenancy application. I am sure she went above and beyond her role and I appreciated her help, every step of the way. She not only helped me to rent my 1st property with Leaders, she has also helped to reunite a family. She is a credit to your Horsham team and I would like her to know how much I appreciate her service. Keep going Amy and continue to help other families make their dreams come true.

We moved into our new house a month ago . We have finally unpacked all our boxes and wanted to thank Josh for all his help and kindness with the process of us buying the property . Thank you Josh !
Sue & Tam McGrath

Thank you Amy

We rented a property and we were very happy with the service from Amy who was very quick to respond to emails and help us navigate through the application .
There were a few glitches and Amy negotiated quickly between ourselves and the landlord and kept a calm head. She has a gentle and kind manner and clearly wants the best for her clients. Thank you !

Information was provided when requested on the status of the resolution of the problem caused by the overpaid on several duplicated fees for monthly payments...

Just wanted to say a huge thank you to the whole Leaders Team in Horsham. They have all played their part in supporting me to become a landlord for the first time. Every member is extremely approachable and professional. They have completed everything in a speedy manner and their communication is brilliant during what can be a stressful period.
A massive thankyou to Josh for guiding me through the starting process but a real team effort overall, thankyou!