Altosoftware Avis 

Since Chris has been our account manager we've found help and support a lot more accessible so a big thank you to Chris. Thankfully he's quick to respond and manages to deal with our enquiries professionally and comprehensively.

Since having Jack Holmes as out account manager, contact with Alto has improved greatly. Jack is always quick to respond or escalate any issue that we have

I am not getting anywhere contacting support or getting through to anyone so maybe someone somewhere will read this. I have been using Alto for a number of years and its been "OK. Renters Rights Act, we're all busy I get it. But I am also trying to run a business dealing with REAL people needing to move and I am stuck on an issue regarding new contracts and the letting progression work flow. I contacted support 11 days ago and have chased numerous times by following up, creating a new ticket even trying the "priority" chat which no one answered so now I am stuck. You can't call anyone you have to keep submitting tickets which are being ignored.
Support has always been a bit slow well now it's non existent. If moving all my records to another CRM wasn't such a daunting prospect I'd be moving.

Ben is always a massive help.
Nothing is too much trouble

Met with Ben McLeod recently. Easy to discuss any queries we had and guiding us as needed to get the most out of our software. A pleasure to deal with.

Had a good chat about what was available to us to maximumise our use of Alto including a health check appointment and discussed training sessions

We’ve been using Alto for our agency under a fixed-term agreement at an agreed monthly rate. During the contract, we were informed of a 56% price increase. While we understand that software evolves and prices may increase over time, a jump of this scale during an active contract feels excessive and commercially unreasonable.

Our experience with Customer Operations was particularly disappointing. The response was firm and inflexible, with no real engagement on the issue — we were simply directed back to the terms and told the increase was non-negotiable.

It is also concerning that the contract and T&C's does not appear to place any clear cap or limit on increases, which effectively allows for significant pricing changes without predictability for customers.

As a result, we are now actively reviewing alternative software providers whose pricing structures and contract terms are more transparent and predictable.

They used to be good but now not worth it. Takes ages to get through to support. We sent a request to change our log in user email. No replies then three weeks later they do something and kick everyeone out and ask you to reset your password however we cant do that as we dont have the same email account despite emailing them.

Now you have to raise a ticket and wait forever just to even get access. The whole business is locked out!! Nice work Alto

Terrible signing platform. They created a completely wrong as signature for me and nowhere on the portal can I change the signature to a correct one.

It is like you are John and out of nowhere they made a signature for you which reads Mary and there is nowhete to change it

Absolute rip off & terrible service. We left Alto last year, giving the correct amount of notice as it had failed to keep up with changes in technology and other suppliers gave far better service and value money. Customer service is slow and they have no interest in helping agents with any issues. It was agreed at the end of our contract that a read only license would be kept open for 6 months so we could review historic data. Fast forward a year and Alto are claiming that we are signed up 2 more years. They have agreed to reduce this to one year as a “goodwill gesture” but have increased our bill for the remaining months by 230%! An absolute joke. Accounts never reply, apart from automated irrelevant circulars & chasers for money they are not owed. A complete con.

Alto does not even deserve 1 star, but unfortunately that is the lowest rating I can give.

My experience with Alto has been extremely poor. I purchased Zoopla services together with Alto, and I submitted my termination request in December 2025, with the contract due to end in March 2026.

Zoopla contacted me promptly within a day to confirm my cancellation. However, Alto failed to respond to any of my emails. Despite this, they later claimed that I did not provide approval and proceeded to extend my subscription until 19/06/2027 without my consent.

This is completely unacceptable. I have raised a formal complaint, yet no one has responded or taken responsibility.

Overall, this has been a very frustrating and disappointing experience due to poor communication and lack of accountability.

Complaint – Poor Service and Product Issues

The service provided has been extremely disappointing. The training feels outdated and does not reflect how the system actually works in practice. Once you go live, there is effectively no support, and the training becomes meaningless because it does not relate to real usage.

The Alto browser on mobile does not work properly. For example, you cannot easily select properties that are marked as for sale or under offer. When I contacted support about this issue (which can only be done via chat), I was told that I would need to manually search for each property individually. This is completely impractical, particularly when we have sold many properties on the same street over the years. We should be able to simply filter by the For Sale or Under Offer sections.

When I challenged this response, the support team said it was a “training issue” and ended the support session. This meant no real support was provided for a product that clearly isn’t working as intended. I even sent them video evidence demonstrating the problem.

This is not an isolated incident. In the past, support tickets have often been ignored or unresolved. Examples of ongoing issues include:

Properties showing no front photo, which has never been resolved

A client being unable to use Keyflow because it did not work

Merging duplicate clients from a sales enquiry does not work properly

Notifications when documents are signed do not work

The system has no back button, making navigation difficult

There is no reliable mobile app or mobile browser experience

Overall, the system is unreliable and the support provided when issues arise is inadequate. These problems have been raised multiple times without proper resolution.

Please let me know if anyone else has these issues with Alto?

I use Alto software have done for 2 years its a great system. The benefit for me is the support that the alto support team give especially Alf. Always helpful patient and informative. He is a great asset to Alto :)

I was left in a difficult situation when my lettings manager, who had been with the business for 3 years, left. I had only ever used Alto for sales, but was suddenly responsible for lettings which meant reconciling accounts on a daily basis. Alto was incredible and took the time to assist me with 'MANY' questions. Thankfully, I no longer need to contact them daily but when I do they are great. There is a gentleman called Alf who is amazing and stands out above the rest but the entire team are great.
Alto is constantly adding new features to adapt to any changes in legislation - I highly recommend this software, it is the best I have used in the 28 years of working in the trade.

We spoke to James in early December about Alto and were quoted approximately £165 +vat per month. We called up today, a month later to proceed with the software to be told the price has risen to £250 +vat a month.

The price increase is ridiculous, but more frustrating the fact that the Alto colleague we spoke to today told us that they were aware this price rise was coming.

It now forces us to begin further investigations into a new software to use wasting our time and money.

Extremely poor levels of communication and we have taken the decision not to proceed out of principle.

Integrity, honesty and Customer Service should be at teh heart of every businesses values .... maybe Alto need a reminder of this!

Please do not use Alto/Vebra - Expert Agent was brilliant in its time but the company are no more than a Finance company these days and there is no customer service, flexibility or consideration anymore. We miss EA and have had to move away. Just hoping to save another company our misery.

I am struggling to understand why Alto is ow forcing you to sign new terms of business after setting up with them in 2019.
The service is dripping, no call backs, no account manager has ever called me to discuss my account, I do hope this feedback will give you a nudge to ring me
ADM

It used to be very good software, but now they keep integrating more third-party services (or sometimes the same providers) and charge for every action, such as AML checks or signatures.

It feels like it is moving towards a “pay as you go” model focused on generating more monthly revenue, rather than being a fully managed, all-in-one solution.

Brilliant service received from our Account Manager Amy Hammond - would highly recommend to others!

Ben explained what i needed to know quickly and followed with a prompt email. I feel i have a contact that does what he says he will, which is always good.