Romans - West Drayton Reviews 10

Thanks to Zara, branch manger, West Drayton, Cameron & Glen for working hard to let my property out.
Easy to contact & responsive.

Had a pleasant experience with Romans West Drayton Estate Agents recently in the month of October 2025. The viewing was arranged smoothly, and we were fortunate to have our offer accepted with a quick turnaround. The referencing and tenancy agreement review process were handled clearly and efficiently, with good communication at every stage.
A big thank you to Cameron Sarin and Catherine for their patience, professionalism, and timely updates throughout. The move-in went smoothly, and we’re very happy with our new home!

If I could give zero stars, I would. My tenancy ended on 8th August and by law Romans should have returned my deposit or confirmed deductions by the 18th. Instead they waited until 15 minutes before close of business on 20th August (just before a bank holiday!) to suddenly invent “cleaning charges” and delay my refund.

This isn’t the first time — every time Romans owe me money they play the same dirty game: ignore, delay, then make up excuses at the last minute. They hide behind their “complaints process” to buy themselves more time, but tenants like me are left stressed, out of pocket, and struggling to cover rent and bills.

I paid for professional cleaning and carpets out of my own pocket, and they still had the audacity to try charging me again.

Romans don’t protect customers — they exploit them. If you’re a tenant, think twice before signing with these people.

We had a highly disappointing experience with Romans and would like to share our concerns. We had scheduled an appointment for a property viewing on Saturday. At 9 AM that day, we received a reminder text. Both my husband and I had taken time off work and were prepared to view the property. However, we received a call from the consultant, Cameron, who informed us that the property had been let on Thursday. Later that day, we viewed another property and requested a viewing for the following Monday. The consultant agreed, and we met at 2 PM for the viewing. Unfortunately, the consultant's attitude was unprofessional. She didn’t open the curtains, couldn’t identify the washing machine or dryer, and failed to show us the communal garden. Also when we had seen the advertisement it stated furnished and rent including council tax. But upon asking during the viewing she denied the facts written in description and blamed her colleague for not writing the description clearly and posting the 2023 advert.Throughout the viewing, she stood with her arms crossed while we asked questions and provided feedback about the cancellation of our Saturday appointment. In response, she dismissively said we could opt-out of Romans if we weren’t interested, which was unhelpful and unprofessional. When we mentioned we were still interested in the property, she gave us two options: a zero deposit or a full deposit scheme. Initially, we opted for the zero deposit scheme, as the property was unfurnished, and we would need time to move our things in. However, after she made a call and took our details, she informed us that the landlord preferred the full deposit option, which we accepted. The next day, we received another call from Cameron, who stated that our offer had been rejected by the landlord because we had only been in our current job for a year. What was concerning was that she didn’t ask how long we had been working in the UK, only how long we’d been at our current job. It felt as though we were being penalized for simply seeking better opportunities. When we tried to escalate the matter by contacting the manager Devon Horne-Seabridge, his response was equally unprofessional. He insisted that the landlord’s decision was final and told us to "stop beating around the bush." This was deeply frustrating and dismissive. It’s clear that Romans Lettings prioritize landlords over customers, as we felt disregarded throughout the entire process. Overall, Romans Lettings have caused unnecessary frustration and wasted our time, energy, travel money and peace of mind. This experience has certainly left a negative impression, and we believe their customer service is in need of significant improvement.
In the past we have met many consultants but none of them behaved the way this consultant and the manager has behaved.
Romans deserve a big zero for their customer service. Romans please get yourself trained along with your staff.

They spam you and are unprofessional! Stay away

Poor communication and rather lackadaisical in completing tasks.

I have called Romans directly countless times and never once have I got straight through to the person I'm after. Usually you're promised a call back that never comes. Until you've requested it a few times over.

Staff come off a little rude and standoffish at nearly all times. Kind of a school teacher feel.

When criticising the company, I was asked not to, to save peoples feelings. But can honestly say that there was nothing personal or insulting at all, never mind aimed at an individual. I merely expressed my dissatisfaction for Romans processes and contradictions.

I just find dealing with them a chore and their attitudes towards myself makes me less willing to cooperate with their requests.

My property manager, Mohammed Rajpute provided me with first-class service. If there were any repairs to be completed, he promptly acknowledged the request as well as kept me informed about when contractors will be coming or getting in touch with me.
Mo has great communication skills and is fantastic at keeping me informed. He always emailed me with an update or if there was something more urgent, he always rang me and told me about any issues or requests. If I left a message, he would always get back to me unlike my previous property manager from Romans.
In my opinion, Mo is a great asset and a credit to his employer. Thank you and I wish him all the best in future endeavours.

I have one star as I cannot not give one to write a review. It is very bad agency, untrustworthy and no one from the property management answers the phone to help when you have bad time. They are unprofessional and they share your status with anyone with out your permission. I have a very bad experience and I don’t want any one else to experience what I went through.

If it was possible to give a review of less than one star I certainly would.

I rented a house with my wife and brother through the Romans West Drayton letting team. We moved in Nov 2020 and moved out Dec 2021. Through the entire period we rented through Romans we experienced nothing but issues with them.

Our property manager was a man called Dan Henderson. He is singulary the most difficult man to get hold of in the world. Countless emails and calls from myself, wife and brother went unanswered over the year. He has very rarely ever called us back about anything. We have always had to chase him down for answers.

The property we lived in had severe issues with mould. When Dan finally managed to get professionals out to take a look they said the rendering on the property needed to be done as it was in a bad state. Considering there was mould in the kitchen, front room, hallway and utility room you would imagine this would have been looked into quickly. It took almost 2 months to get the professional out to take a look. With constant calls and emails chaisng Dan for updates.

This is one of only a few things that have occurred over our tenancy with Romans. The list we have is very large. Too large to put down on a review site though. However there is the latest issue we have experienced below.

We moved out 27/12 and our check out process was due to be completed on 06/01. So far we are still waiting for our deposit to be given back to us. We called Dan our property manager last week Wednesday and was told it would be paid back in 3-5 working days. It's now 6 days and still we have nothing. We have tried calling Dan 3-4 times on just this issue over the last two days and as per the norm it's always voicemail or he always seems to be in a meeting. A very nice team member in the letting office called Devon has passed messages onto Dan and his manager Donna to call me back asap. Surprise surprise we still haven't had any call about when we will get our money back. On today's call, Devon said he would get Dan to call me in the next few mins. But since then I've had the chance to write out this review, so clearly that didn't happen.

There have been a few positive interactions we have had with a couple of members of the team mainly Devon being very helpful. However the attitude and lack of compassion from both Dan Henderson and his manager Donna Ainsworth have been below woeful. It's for this reason for as long as I live, I will never rent through Romans again.

I'm going to go and call the office again now, to see if they can actually give me an answer. Wish me luck!