Frank Innes Reviews 

Two months ago I attempted to view a property in Leicestershire. Emailed, phoned twice, said they would speak to the owner. Never got back to me. The property was subsequently advertised through another agent and was taken off the market as SSTC yesterday.

I am now receiving nuisance phone calls from their sales team. They either drop the call when I answer, or drop the call mid conversation. I called back today to ask them to stop calling and got as single word 'alright' - then silence.

A thoroughly ignorant group of individuals. If I am contacted again I will make a report to OFCOM.

Keep clear of this rogue company. I was supposed to rent a house payed the deposit and rent up front. The property had a settee that I was told would be removed before we moved in. However the land lady changed her mind and wouldnt remove the settee from the property. Therefore we couldn’t move in as we couldn’t bring our settee to the property. She was clearly in breech of the contract. We didn’t move in and got no refund or response from Frank Innes. Now I have to take them to the small claims court. KEEP AWAY FROM THEM THEY ARE CONDUCTING ILLEGAL OPERATIONS.

Despite being assured the sale of my house would be different this time, it seems Frank Innes (Mansfield) are actually worse than most.
Really poor communications - claims they have made call (but no incoming call log) and when you call them it's always voicemail, you might get a return call.
Generally too busy to conduct viewings.
Co-ordination of viewings and relaying of this information resulted in people showing up without appointments, or not showing up to appointments.
I was so disappointed with the service I made a formal complaint with-holding payment.
However their internal review couldn't see anything wrong.
There is a good reason why estate agents are grouped with or considered the same as second hand car sales.

Outstanding Service from Frank Innes Long Eaton – Highly Recommended!
We would like to say a huge thank you to the entire team at Frank Innes, Long Eaton for their excellent service and support in helping us with our move to our new home at:
Lodge Road, Long Eaton, Nottingham
From the beginning of the process until we finally received the keys, the whole team was extremely helpful, professional, and supportive.
A very special thank you to Jacob King, who went above and beyond to help us throughout the entire process. Jacob was incredibly helpful, patient, professional, and always willing to assist whenever we needed him.
He helped us complete all the necessary steps and worked hard to make sure everything was completed as quickly and smoothly as possible, including helping us get the keys to our new home without unnecessary delays.
Jacob also did a fantastic job communicating with the solicitors, the previous landlord, and other parties involved, helping to resolve issues and make sure everything was completed successfully. His excellent communication and dedication made a huge difference to our experience.
We truly appreciate all the hard work and effort from Jacob and the entire Frank Innes team. You have all been amazing, and we are extremely grateful for everything you have done for us.
A very special thank you once again to Jacob King — you are a real credit to the Frank Innes team! 👏👏👏
We would highly recommend Frank Innes Long Eaton to anyone looking for a professional, reliable, friendly, and supportive estate agent. Our experience has been excellent from start to finish.
Thank you so much to the whole Frank Innes team! ❤️
Best wishes,
Thoufeek Backer & Shabana Moidu

Stay away from these charlatans, take your money then when they owe you they go extremely quiet with rude staff, namely Zoe, Charlene. You could say they are into taking cash and making things up. Disgusting and shameful company no class

Very disappointed with my experience. I was told and emailed that parking was available for an extra charge, which was one of the main reasons I chose the apartment. I moved from Sheffield to Leicester.

After moving in, I was told there is a 6-month waiting list for parking. Due to this misinformation, I now have to move again. I was also very disappointed with Chelsea Lane’s attitude she was extremely rude and showed no apology or understanding. My experience has been completely different from what the Google reviews suggested. Very stressful and disappointing.

Valuation agent (Emily) didn't show up for an appointment scheduled in advance. No apology or attempts to make it right. Branch manager Mark isn't aware of their formal complaints. A company that values wasting everyone's time.

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.