Leaders - Norwich Reviews 

From lack of proper communication to a total nonchalance that beats my imagination, dealing with Leaders as a tenant has been a total nightmare. As I write this, I feel immense pain in my heart. The application and referencing process was chaotic and frustrating. I was supposed to move in today but guess what? I was told that the Landlady is yet to sign the tenancy agreement so I have to wait till tomorrow. Very awful people. I've practically had to call them several times daily since I paid the holding fee to get them to do anything.

If you like you mental health, do not have any dealings with Leaders

Speaking as a landlord for over 30 years, I have never had a better letting agent than Hannah Fulcher. Her attention to detail is outstanding and the response time in dealing with queries & problems is fantastic as Hannah follows up any query and seeks to resolve any problems as quickly as possible. She is both professional and empathetic and it has been an absolute pleasure to work with her at all times. I highly recommend her invaluable services to any prospective landlord or tenants.

The day before we were due to move in, they abruptly changed our move-in date because they hadn’t followed up with the owners for essential paperwork. From day one, the staff seemed to lack even basic procedural knowledge — for example, they couldn’t give clear answers about how the deposit would be returned. They would often promise to call back with information but never did.

At first, I assumed this was just poor service for student lettings, but even the property owners were complaining about Leaders to us via the property manager, so it’s unclear who they’re actually trying to please. They frequently ignored our communications, such as continuing to book viewings for our flat despite us telling them we had already arranged tenants for the following year.

Overall, the experience was frustrating, disorganised, and unprofessional from start to finish.

Terrible experience with this agent and landlord! My tenancy , ended satisfactorily, yet my deposit was not returned. I have attached photos, including an inventory report showing the property was in excellent condition with no damage, and a screenshot from my agent confirming that the landlord did not respond.

I was forced to wait over two months and ultimately had to dispute the deposit through TDS. This landlord did not meet the statutory deadline — under the Housing Act 2004 (s213–215), deposits must be returned within 10 calendar days once both parties agree on the amount.

I cannot recommend renting from them; getting your deposit back requires extra effort and going through the formal dispute process. The agent will also tell you there’s nothing they can do to get your deposit back until landlord says so.
The agent has no authority or power to get your deposit back even if you are in the right and landlord ignores you.

We have let our Norfolk properties through Leaders of Norwich, the Cringleford office for over 25 years.
We have always found them excellent. For the last few years, Hannah Fulcher has specifically worked on our lettings and management. She has been unfailingly proactive, efficient and very pleasant to work with. She responds to emails, requests and questions immediately and we have, in the main, kept our property portfolio going for so long because she is so effective and made our business so easy.

WHAT A SHOWER
If you are a landlord looking for an agent, think long and hard before appointing Leaders in Norwich, no one is familiar with the legitimate action of changing Beneficial Interest by way of a Deed of Assignment!! they paid my rental income into a wrong account placing an incorrect tax liability, they then said I had to pay the money back which I did, to date they have failed to repay into the correct account, total shambles!!!! They have been messing about with this issue since start of April, HMRC requires notification of such arrangements within 60 days!! Managers, SAM and Nicholas don’t bother to get back to you!!
Well eventually after some chasing, i spoke to Nicholas on the Friday who promised that I would have information / resolution on Monday, now 15:30 guess what! I reckon Nicholas was telling porkies!! Oh and incidentally they still owe me my rental income which apparently HAS BEEN LOST!!!! WHAT A SHAMBOLIC SHOWER!!!!

What an awful management service. Please stay away.

Worst service you could ever get.
Stay away from their management structure.

I got my house managed by them and used their premium service where they supposed to cover the rent if the tenant fails to pay. The tenant hasn't paid the rent over months, they are trying to find all rubbish excuses not to cover the rent.

The tenant was subletting my property from day one, I showed all evidences and Leaders Norwich allowed them to stay in and they did nothing. They over charged me for fees that didn't occur and still not paying them.

Leaders have been managing my house for over a year. They have been extraordinarily slow to respond to our concerns. When we had problems with leaky ceiling and bath tubs, it took them ages to action it even when this was an emergency situation . There are several emails send without acknowledgement . When dedicated staff goes on leave ,no communication re the next staff that will take over and every emails lands on no ones desk! This is so frustrating I have to copy several staff and call landlord myself on almost all occasions . In the last 3 days ,washing machine has broken down and despite seeding emails and registering it on their allocated site ,no one seems to know that a problem is there.They eventually send a handy man to look at to who sent his recommendation after wards to buy another one and 18 hours past no one has communicated any thing and this is a family with a vulnerable person in. Many clothes are unwashed and the house is generally wet and even if you wash clothes with your hands it will not be dry as there is no sun. Think twice before you choose leaders property management company !

Landlord
I am disgusted at Leaders complete lack of back bone, totally given up on my property after being with them for 10 years.
Keep away

Worst letting agents I've ever been with. It takes an unreasonable amount of time for communication and maintenance repairs, complaints team don't even do their job. My family now have asthma due to the poor state and mould the house was in. Every time someone eventually came to do an inspection they'll say it will get fixed then you get a new property maintenance person. Goes to show can't even retain their staff. Finally got out and it's taking longer than advised to even get our deposit back. DO NOT RENT WITH THIS COMPANY IF YOU VALUE YOUR HEALTH AND SANITY.

Jack Carter valued my property. Jack recognised the house as the family home with character that we had lovingly put into it not just the impersonal bricks and mortar.

Very very happy with the service I have received in particular they represent of paul who has come out and see me on numerous occasions now

I have dealt with Leaders in Norwich for many years re letting a house near the city centre. Leaders were always pleasant and very helpful, as well as efficient, especially Danielle in the Lettings Dept. And Jack Carter in Sales.

Absolutely appalling. 4 years of repairs not being done, passing the buck and injuries to our children. Would honestly not recommend them to my worst enemy. Will be so glad to be in a new home and glad to be taking action against rogue letting agents and poor repairs by landlord.

Moving in houses in the U.K can be so complex but Daniel Copsey made it smooth and seamless! Thank you.

I would strongly advise going anywhere else than with these!!

No care for you as a tenant, barely answer your calls or emails. Half the staff are off all the while.
Never work quickly and leave you in a state!!

I will NEVER rent again and if I was to let out a property, I would chose anyone over these.

Good luck!

Unfortunately it won’t let me give them a 0 star rating, 1 star is the lowest.
Absolute scum of a company! DO NOT TRUST THEM! Never experienced such horrible treatment from certain members of the team and such horrible living conditions.
In short, false advertisement from the very beginning! The flat was full of mould and they did nothing about it, by the end my health was affected, most of my clothing and furniture was damaged and all they could say was that it was my fault, even though i found out that the previous tenant had been through the same situation.
The mattress that was initially provided to me in the semi furnished flat was also mouldy and full of holes, this was not visible in the viewing, (so was the wall that was behind the bed, therefore it just kept spreading). It is clear that all they keep doing is covering it up with paint to temporarily “solve” the issue. The carpet was filthy, walls were damaged in general, the interior part of the window had condensation, the washing machine was disgusting and had a horrible odor, the kitchen was filthy (old bits of food in the fridge, oven, cupboards etc) and they had the cheek to say that it had been deep cleaned), THE TOILET SEAT EVEN HAD MOULD ON IT as well as a crack in the bowl which was not fixed , and so on.

A few months after leaving the flat, the landlord also tried to steal my deposit money by falsely accusing me of issues that the flat initially had, amongst other ridiculous reasons. Luckily my money was protected by the deposit scheme and they kindly gave me the full amount back, backing up my arguments.

Also, the month before leaving, they had arranged viewings for new tenants to move in. As i was present i could hear the lies that the agent was telling to these people, in order to try and get a new tenant in asap, such as, “we will sort the mould out” (maybe that particular agent wasn’t aware of the ongoing issue, but I was told by the manager that this would not be sorted out as it is not their problem, hence me having to leave).

I am aware that unfortunately these kind of things occur regularly throughout agencies and landlords, but honestly this is the worst experience i have ever had with an agency and landlord. Don’t let them fool you

Have had an ongoing complaint as a tenant about damp and mould since November 2023. Was given no updates on the situation, had a single person come to inspect the property and couldn't get roof access so he never came back. We've spent probably hundreds on running dehumidifiers and replacing furniture and clothing lost to damp and mould.
They got us to sign a 12 month tenancy renewal, and have now reneged on that offer with a 1 month rolling contract in place, meaning they're likely going to look to have us evicted at some point if there's any amount of work required now that we're at the end of the tenancy.
I would avoid this agent like the plague in future, and I would urge any other prospective tenants to do the same.

Riley was very friendly and helpful. I got all the support and information I needed and moving houses was a breeze.