Leaders - Forest Hill Avis 

Unfortunately, my experience with Leaders Forest Hill was disappointing due to what I consider a serious lack of transparency and profesinalism during the offer process.

I had been dealing with the branch regarding studios at Point West and made an offer on Flat 631 after another flat became unavailable. From the outset, I made very clear that my need to secure alternative accommodation was urgent.

I was also repeatedly trying to arrange a viewing of Flat 631. On Tuesday I was told that the property could not be shown until Saturday. Because of the urgency of my situation, I agreed to put forward an offer subject to viewing the property on Saturday. However, even that Saturday viewing was never actually confirmed, despite my subsequently asking for the time so that I could organise my diary.

After I expressly confirmed that I wanted to put forward the offer without viewing the flat as the viewing was delayed without any explanation, I was immediately asked to provide my employment contract and three months' payslips. The agent specifically stated in writing that she wanted these documents to ensure that I could pass the referencing, which would be carried out through Goodlord. I supplied the requested personal and financial documentation immediately.

Throughout this process, we continued discussing the property, including the tenancy terms, washing machine, double glazing, broadband and the proposed Saturday viewing. At no point was I informed that my offer was actually one of three or more offers being presented to the landlord for selection.

I discovered the existence of the multiple offers purely by chance the following day when I telephoned the branch because the agent I had been dealing with was on annual leave and wanted to confirm a time for the viewing on Saturday. Another member of staff checked the system and told me that there were three or more offers before the landlord and advised me not to sit and wait for this property because the landlord might choose another applicant.

This was particularly frustrating given the unexplained difficulties and delays I had already experienced in trying to arrange a viewing. Had I known that several offers were simultaneously being considered, I would have understood the true position of the property and could have decided whether I wished to participate in a multiple-offer process at all, rather than continuing to wait for a viewing and supplying further sensitive financial information.

The Property Ombudsman's Code of Practice for Residential Letting Agents requires agents to take reasonable steps to keep prospective tenants whose offers have not been rejected informed of the existence of other offers submitted. The amounts or confidential details of those offers do not need to be disclosed; the issue is transparency about their existence.

In my case, I was not informed of the existence of any competing offers. I only discovered them through my own follow-up telephone call.

I therefore immediately withdrew my offer and requested deletion of the personal and financial documentation I had supplied.

Leaders subsequently acknowledged my concerns and said the matter would be reviewed internally. However, their response characterised the issue as my feeling that I should have been informed “sooner”. That does not accurately reflect what happened. I was not informed at all.

Multiple offers are perfectly legitimate. My criticism concerns the lack of transparency and professionalism throughout the process, including the lack of clarity surrounding the viewing arrangements, while my live offer was being progressed, sensitive financial documentation was being requested, and I was still waiting for a viewing that had not even been confirmed.

Unfortunately, based on this experience, I could not recommend the offer-handling process at this branch.

Selwyn was very helpful and took his time to explain !!!

Staff are understanding and knowledgeable

Jake and Selwyn were a pleasure to deal with :-)

Jake was lovely and really helpful

I’m looking for my new home to be in London and Selwyn has been an amazing agent and helping me in the process and showing me all the best opportunities that match my style he has! I’m sure in no time, I will have lovely home in London!

Selwyn was very helpful

I am currently in the beginning stages of searching for a new flat for myself and contacted Leaders after seeing a property on their website. Unfortunately I missed out on this one, but Selwyn from one of their London offices had been great so far. Keeping me posted on developments and a promise to keep me in the loop on new properties. Hopefully they'll be able to help me find my next home.

Selwyn and Aleyna are such lovely and supportive agents! Truly recommend Leaders and their staff to help you find your next home.

Aleyna was very helpful and attentive, not pushy at all just showed me the property and helped me with all my questions, I also got a pre call and text from Selwyn thanks very much to you both

Followed up by both email and phone, and helpful organising a viewing. Aleyna was very knowledgeable and friendly answering questions.

⭐⭐⭐⭐⭐
I am really happy with the service from the lettings team. Selwyn, Sharon and Macy have all been fantastic — friendly, professional, responsive and always helpful. Communication has been excellent throughout, and they’ve made everything feel straightforward and stress-free. It’s been a pleasure dealing with them and I’d happily recommend the team to anyone looking for a reliable lettings agency.

The whole team have been helpful, understanding and accommodating. Aleyna and Selwyn have especially been especially thoughtful.

Good services with staffs Macy, selwyn and lillie services too.

Selwyn has been super communicative and informative, and Aleyna who showed us around was personable, welcoming and knowledgeable. Thank you both for a great experience!

Had a fantastic viewing ! With Aleyna - accommodated me turning up early ! And was very welcoming in showing me around the property and answering any questions I had.

Selwyn was great in assisting me organise a viewing for a flat with aleyna ! Lovely and warm customer service