Connells Reviews 

​I am writing this to warn other tenants and landlords about the lack of professional standards at the Bairstow Eves Mansfield branch, specifically regarding a tenancy at 65 Nottingham Road.
​Following the end of our tenancy, the agency facilitated a deposit deduction of £830 based on claims that are demonstrably false. Most notably, we were charged for a 'missing' back door key, despite the signed move-in inventory explicitly stating that no back door key was ever provided to us.
​Furthermore, the agency failed to maintain a professional environment, allowing the landlord to use insulting and derogatory language ('dork') in written correspondence during the dispute.
​Despite having clear evidence in the form of the property's own paperwork, the agency has not rectified this 'mistake.' I have been directed to contact the Connells Group review team, and I am currently preparing my evidence for a formal submission to The Property Ombudsman.
​If you value transparency and professional integrity, I would suggest looking elsewhere. I will update this review if and when the agency takes accountability for this service failure.oʻ

I am a domestic abuse survivor.

My ex partner is only interested in control or a quick sale no matter the finical loss and my detriment.

Connells gave an in factual initial sales value. Tried to use buyer feedback to sell at a lower price. Connells has used pressure tactics to get me to accept a sale, at a price I could not afford a deposit on a new property. Eventhough I had previous stated my reasons for not being able to drop my house price any further. The property was offered the full asking price twice but feel through due to finical agreement between myself and my ex-spouse. This was the played down by the Connells agents.

At one point my ex-partner tried to drop the house price with Connell by £50,000 without discussion!!!

After 6 months Connells withdrew marketing (which I didn’t disagree about) however listed me as the reason to why the sale process had not been successful.

I advised the agents about what had happened and requested NOT to send out letters or email apportioning blame to any party.. this was ignored. They wrote their letter “framing me as the issue” “not at this moment in time a buyer being able to me the market value for the price that had already been proven”

I asked the agent to retract the letter immediately and clarify/ rewrite. This was refused.

What was handed over was a poorly worded letter.

Not only have I gone through physical assault, manipulation, DARVO (deny attach reverse victim and offender), projection, triangulation. Connells has handed my ex-partner something else to make things even more difficult, all because I haven’t accepted a house at the price it is not listed for.

You are meant to have staff trained or at least aware of this!!!. Connells, shame on you, shame on your staff….. 💷💷💷💷💷💷💷 that’s all that matters 💷💷💷💷💷💷💷

Connells Bletchley the worst estate agent I have dealt with over 20yrs
Tried to scam out of our deposit with claims so wild they were outright lies.
I have dealt with many estate agents over the years but his has to be the most unpleasant by far as many exaggerate but this one had no qualms with actual lying under the Connells banner
Luckily we went via TDS which we recommend all tenants do l.

Connells did valuation report on my house recently. It is a comedy of errors by this company. Firstly, they tried to falsify my report by adding that my property was in a flood area and had previously been flooded. All of which was proven to be incorrect and instead of altering the valuation report to suit this they refuse.

They significantly undervalued it even after comparable evidence was supplied to them. The house in question is on the same street as my own and I have been informed by various other companies that this should have been used.

Stay clear of this company, ideally check that this company will not be providing any valuation reports on your properties..

I went to get a mortgage in principle. After discussing and giving all my intimation, I didn’t hear anything from the company. I kept sending emails, and phone calls to the office multiple times. Every time I was told that someone would get back to me but nobody never got back. Incredible how such a company can even exist with such employees.

I dealt with Michael Swords who listed my property in Digbeth area of Birmingham. He was utterly useless, I’ve been emailing asking him to take the property off the market for more than 3 months without reply, it’s still listed. Zero professionalism. Do not use.

From the start my experience has been terrible with 32 weeks contract High Fee's do not enter or commit yourself into any long contract.you then have to lower the price they don't lower the fee.you are still left after this period with no sale.

I am a landlord with properties managed under Connells' Tenant Introduction service across the Wolverhampton and West Bromwich branches. What should have been routine deposit transfers after taking over self-management of my properties became a months-long ordeal that exposed serious failings in how Connells operates internally.

When I requested the return of deposits held by Connells, the process was anything but straightforward. At one property, I made the initial request in late February 2026. The branch manager took four days to contact the tenants for authorisation, then did not follow up for nearly two weeks. When the lead tenant confirmed release in writing, no one told me whether the second tenant had also responded, and no one appeared to be chasing it. Over five weeks later, the deposit still had not been transferred.

The internal disconnect between Connells' branches and their accounts team at Sequence is remarkable. I provided the TDS Deposit Protection Certificate directly to the branch, attached to a clear email. Days later, Sequence's accounts team emailed me asking for the very same certificate as though it had never been received. They simply do not communicate with each other. As a landlord, you end up doing the administrative work that the agent should be handling, re-sending documents you have already provided and chasing responses to your own chasing emails.

The fee handling has been equally poor. When the accounts team finally acknowledged they could proceed, they quoted an administration fee that did not match my signed agreement. I was quoted £60 including VAT for a deposit transfer. When I challenged this and asked for the contractual basis, the accounts team initially referenced a fee schedule from a different version of the Terms of Business. I had to dig out my own signed contract and point out the discrepancy myself. For a separate property handled by the Wolverhampton branch under the same type of agreement, the identical deposit transfer was completed with no fee charged at all. When I raised this inconsistency, it was simply ignored.

Beyond deposits, I discovered that tenants had been placed on a Zero Deposit guarantee product at one of my properties without my knowledge or consent. This happened despite my having explicitly informed the provider in writing that I would not accept zero deposit tenants going forward, following a previous claim that left me significantly out of pocket. Three months after that written refusal, Connells arranged another zero deposit tenancy without reference to my documented position. To compound matters, one department then sent me TDS prescribed information implying a traditional deposit had been protected, while another department confirmed in writing days later that the tenancy was on Zero Deposit. The left hand does not know what the right hand is doing.

The formal complaints process offered no resolution. The Stage 1 response on one property concluded that Connells had followed internal procedures and was not at fault for the delays, effectively blaming the tenants for not responding quickly enough, while glossing over the fact that the branch had been slow to chase them in the first place.

If you are a landlord considering Connells, particularly the Wolverhampton or West Bromwich branches, be aware that once you need something actioned, whether a deposit return, a fee query, or a complaint, you will be passed between branch staff and a centralised accounts team at Sequence who do not share information, quote inconsistent fees, and show no urgency. Keep copies of everything you sign and everything you send them, because they will not.

Had my survey today and honestly couldn’t have felt more at ease. Super kind and polite throughout, even complimented my home. Came prepared with ladders for the loft, wore shoe protectors, and even helped put the hatch back that I couldn’t.

💯 would recommend — thanks so much, James!

Had a survey conducted from James Edmundson. I mean, what can I say... he was quick, efficient and friendly. It was immaculately clear that he knows his trade and knows full well what hes doing. Knows the area impeccably and promised a quick turnaround on delivery. Connells... youve got a keeper.

Absolutely positive experience. Please don't listen if someone says different it is marketing. I've been almost 7 months with this agency and I have only super positive experience. Sam, Ateja and a gentleman i forgot his name( i hope he forgives me ) super helpful, went above and beyond even out of working hours, on short notices honestly just can't find anything i could of complain. Absolutely awesome experience and would definitely recommend 👌 👍
Thank you so much guys much appreciated

Very bad property management service . It has been six months and they are not fixing the house repair .

I am currently renting a property in Derby city centre managed by Connells/Burchell Edwards, and my experience has been extremely disappointing and, more recently, unacceptable.

At present, the property is uninhabitable. I have been dealing with a faulty toilet pump for over 12 weeks, despite reporting the issue promptly, which has now completely clogged and is unusable. I have also been unable to use the shower for the past 3 weeks due to a damaged bath. As a result, I have been forced to temporarily move out of the property, incurring significant disruption to my daily life, work, and wellbeing.

From the outset, the tenancy was problematic. Prior to moving in, I requested a second viewing to check appliances and general condition of the flat, which was refused. During my memorial viewing I stated that the place was dirty, but I was assured the property would be professionally cleaned; however, upon receiving the keys (after a two-hour delay caused by incorrect keys and no electronic fob to access the building) the flat was in a poor and unsanitary condition. Issues included visible mould around windows, dead insects throughout, mouldy food on the cooker and kitchen cabinets, unplumbed kitchen sink and broken sink pump, damaged and unsafe fittings including loose sockets and radiators, a covered smoke alarm, no locks on doors that were advertised as lockable, and general disrepair and waste left behind. They also advertised the building as having decent internet wired in, but this was not true as there is none available.

Although a maintenance contractor was eventually sent, it took weeks for the sink to be fixed, and in the end only some issues were addressed, leaving several unresolved which I had to sort myself. Some are still issues to this day despite repeated reports.

More recently, serious problems have been handled with a dreadful lack of urgency. A broken washing machine has taken 9 weeks to be arranged but has yet to be fitted. The ongoing toilet issue, caused by a faulty macerator pump that I reported on the first day of the fault, has still not been resolved after three months and has now completely failed, nearly flooding my bathroom. Furthermore, after reporting that the shower had broken when stepping in it, there was no response until I reported it again after 2 weeks, and I have since been informed that repairs are being postponed while the landlord seeks cheaper quotes. In the meantime, I remain without essential bathroom facilities in a property which I am paying full rent for.

Throughout this process, communication has been poor or nonexistent, and there has been little acknowledgment of the severity of these issues. I have not received a meaningful apology, and the lack of action has caused considerable stress and inconvenience to both my work and personal life.

Based on my experience, I would strongly advise you avoid this company at all costs.

At Connells in Worcester branch they have an amazing mortgage advisor with lots of experience and can help you to work out what you need to do with the basics of reading payslips, knowing what your deposit will get you, and help you go through the mortgage process.

Thomas Wallace has helped myself over the past 3 years helping me gain the knowledge in what I need to do and to the stage of purchasing the property as a first time buyer.

It has been a stressful time but Thomas does keep a check in to see how things are going.

I would recommend him to anyone no matter what stage you are at in your future of buying property.

To the readers: I hope this helps you find the property of your dreams or at least the start of getting you on the property ladder.

- Unreliable communication
- receiving the wrong insurance quote
- our documents sent to the wrong people

Good morning just a review on connells surveying team excellent internals team on appointment processing very easy to work with
On the external side of the company had a pleasant young man James visit my property yesterday smart ,knowledgable and punctual interacted with my builder brilliantly credit to the company well done connells

Connell’s Bushey have been amazing from start to finish! Especially Adam and Aimee, thank you so much. Aimee goes above and beyond! :)

All the staff were lovely and went above and beyond. So nice and so efficient and persistent. Big shout out to Lesley and Lauren. You ladies are the best and thank you so much.

Connells is a terrible agency that only cares about you until the contract is signed. After being exemplary tenants for over 2 years, we have received zero support or flexibility. Despite the standard practice in the UK, they refused any 'rolling contract' options, forcing us into rigid fixed terms.
Most importantly, the 'Break Clause' details provided by the agency were highly misleading. Even the Landlord, the Agency, and we (the Tenants) all had different understandings of the move-out dates due to their poor communication. While most professional agencies help find new tenants to allow flexibility, Connells only focuses on forcing you to stay until the last possible second, regardless of your perfect tenancy record. They do not care about the human element or the financial strain on tenants; they only protect their own interests. Save yourself the stress and avoid Connells at all costs.

We received excellent advice from Ellen Gynn at the Wellesbourne branch, she made the whole journey pleasant and extremely easy.
I would recommend any family or friends to use this branch.
If I ever move again they would be my first port of call.
Well done guys Great Work!!!