Choices Reviews 

Rachel is so helpful and quick to respond to any email I sent over. Thank you so much for everything you’ve done over the last few months, it is greatly appreciated!!

Shiquerah Smith Redhill Branch helped with disputing the end of tenancy claim, very happy with the service.

From mark

I had a great experience working with Nicola Dunn at Choices. She was professional, friendly, and always responsive throughout the process. Her communication was clear and thoughtful, and she went the extra mile to make things smooth. Highly appreciated — thank you Nicola!

I previously wrote a bad review about choices property without getting to know them I would appreciate if everyone could ignore the review as they are very helpful and very nice to deal with they are very quick to repair any problems as quick as possible so please ignore my first review

Choices have been utterly useless from day one. They don't care about the tenants, they never help with anything, and they reach out when they need something from you.

Just stay away.

- Bath renter

We recently bought a flat in Croydon through Choices, and Nicola and Grant were fantastic throughout the entire process. They were always responsive, kept us well-informed, and made sure we never felt left in the dark.

Although the solicitors on both sides were a bit challenging at times, Nicola and Grant truly went above and beyond to keep things on track. They were honest, transparent, and always provided the information we needed.

Their consistent communication and dedication made a big difference, and we felt well looked after the entire time.

Overall, we’re very grateful for their support and would highly recommend Choices.

Miss Shiquerah Smith at Choices is excellent in managing my property. She is prompt with communication and resolves all issues.
I hope she will continue to manage my property in the coming years
Tuan

I am happy with the service of Mr. Smith.

I had the misfortune of selecting Choices to manage the rental of my property - whilst things started off well enough, once issues started occurring the gloss of those sales pitches began to disappear.

Whilst understandably things go wrong, the management of issues was so poor, despite being "fully managed" you will spend most of your time chasing Choices to get a basic status update or find out the person dealing with it has gone on holiday with no handover.

Repairs were somewhat hit & miss, from the 6 monthly reports, the same issues were reported multiple times - no proactive management by Choices, if something was highlighted you would need to chase it up until resolved (in one case it took 12 months for a simple issue to be full resolved), or repairs would be done to an unsatisfactory level, like applying new bathroom silicone straight over the top of blackened old silicone & if you complained with evidence Choices would still maintain the work was done to a good standard.

The final straw was the handling of the exit of a non-paying tenant, due to not adequately managing the property Choices actions led directly to water damage that should have been avoided had Choices taken more interest & care for property.

As a result of my bad experience I raised a formal complaint, which was acknowledged by Company Director Stephanie Prior on the 12th August, yet despite once again having to chase Choices, they have shown a complete lack of respect, not only for me, but their own complaints procedure, and so nearly 2 months later I have had no response or resolution & I'm substantially out of pocket because of Choices.

Great company to deal with, jade was extremely helpful in arranging access to the property, and keeping the tenant in the loop, very professional, highly recommend.

Millie was just Perfect and outstanding on the process for me to move in to a property

We were very disappointed that for a second time Choices have been unable to pay us the rent due from our tenant. We understand the first time may have been an 'admin error', however, upon closer inspection of statements, we have also found we have been systematically overcharged for services at a rate much higher than market value by comparison. After playing 'pass the buck' to other people in the company, the issue was not resolved and left us defaulting on our mortgage. Perhaps Choice's need to re-train their portfolio team in GCSE maths or have them attend an attempted rental theft awareness day. Needless to say, there may be better options out there.

Choices have kept me informed of problems with the property and get back to me the landlord very efficiently. Nicola especially.

Jade Taylor is very excellent in communication and very helpful

Usually prompt and thorough in any dealings I have had. Very happy to have Jade Taylor back - pleasant and professional!

Shiquerah Smith is a great asset to your company. She is patient, considerate and friendly.

Amber at choices has been amazing all week and has helped me out brilliantly, she has been so professional, many thanks

Ebony Ramsy is very tricky person, never give straight answer, it looks like it is part of this estate agent business proceedure, I have been asking him for the past week to clearify if he authorised by the house owner to conduct business or not but never give straight & honest answer

If I could give zero stars I would.

We were due to move into a property with Choices on 30th July 2025. On 29th July, the day before, they admitted they didn’t even have the legal paperwork in place to let it. By then we had already left our previous rental. Overnight, myself (autistic with ADHD, anxiety and depression), my partner, and my non-verbal autistic 4-year-old stepson were left homeless.

From 30th July to 11th August we had no choice but to pay £1,430 for two rooms in a shared house: one double for us and one single for my stepson. It had no living room or garden and was completely unsuitable for myself and a disabled child. This was completely avoidable if Choices had simply checked they had authority to let the property before even marketing it. It took them 2 weeks to sort the paperwork and set a new move-in date after the first failed move which is ridiculous given we had paid the holding deposit in May.

On 11th August we signed the tenancy and paid the deposit and first month’s rent. The next day, 12th August, we arrived to collect the keys. What we found was unacceptable: the property was filthy, with mouldy food left in the microwave, dead flies, cobwebs, and food still in the freezer and cupboards. The house was also full of the landlord’s furniture and belongings, despite a written agreement on 3rd July about what would remain. Even four Choices staff who attended after we refused to move into the house as it was admitted it was not acceptable. We were promised that day that the house would be cleaned, the belongings removed, and that we could move in on 18th August. We were also promised that hotel costs would be covered in the meantime.

We stayed in a hotel on 12th–13th August, but had to pay for it ourselves. On 13th August we then had a phone call from Choices telling us that the landlord would not pay for cleaning or storage, and that Choices would not either (apparently professional cleans are not their standard practice which is pretty grim). Instead we were given two coercive options: move in and clean the property ourselves while storing the landlord’s belongings in the garage or shed (losing access to both), or “surrender the tenancy”. These were not real options. We never agreed to surrender; we were forced out because the property was not fit to move into.

On 14th August we had to cancel a short family break as we managed to secure the same short-term let as before at a cost of £2,090. We had to take out a £3,500 loan to cover the short-lets and put hotel costs on a credit card, both of which are still accruing interest.

Throughout this period Choices continued to unlawfully hold onto our deposit and rent - almost £5000 - until late on 29th August. I only got this refund after being coerced into agreeing to 'surrender' the tenancy as this was the only way to get them to refund the money so we could move into a new property on 2nd August (with another agent obviously. Northwood who I highly recommend!).

The impact on us has been huge. On 12th August I had a panic attack and autistic meltdown in front of four staff. From that point onwards Choices knew they were dealing with disabled tenants under the Equality Act. Yet no reasonable adjustments were made - no single point of contact, no urgency, no clarity, and repeated use of the term “surrender” (essentially they wanted us to 'surrender' so they would not be liable for their catalogue of mistakes and breaches of law and TPO regulations). One member of staff even scoffed when I explained I would be asking for compensation for the distress caused to myself and my stepson as disabled tenants. Both my partner and I have also been signed off work with stress as a direct result of Choices actions and ineptitude.

I submitted a formal complaint on 21st August. The Director responded on 1st September with an offer of just £150 compensation which is insulting as it is less than the hotel costs they had promised would be covered. The same day, when I refused her offer and challenged whether she had in fact conducted an investigation with all the evidence, she admitted she hadn’t. Their complaints policy states that they will get back to you within 15 working days but they of course have failed to meet that deadline. We still don't have a Final Viewpoint Letter which is needed to go to The Property Ombudsman to report them and pursue compensation for all accommodation costs as well as a claim for the distress and inconvenience of being made homeless - TWICE. As it stands, we have to wait until 16th October to take any further action which is incredibly frustrating!