Extremely disappointing experience and without doubt the worst customer service I have ever received from a letting agency. My partner and I viewed a property through Drivers & Norris that was advertised with wooden flooring throughout the main rooms. The same flooring was present during the viewing and we were informed by Alex Osadchiy that it would remain. Based on the advertisement, the viewing and the information provided, we made an offer which was accepted, paid a reservation fee and spent a considerable amount of time progressing the application, reviewing contracts and providing documentation. Only afterwards were we informed by John Young that the landlord intended to remove all of the wooden flooring and replace it with carpet. This information had never been disclosed beforehand and was particularly important because both of us suffer from dust allergies. Had we known that carpet was going to be installed, we would never have made an offer on the property. What I found most concerning was the completely contradictory information provided by different members of staff. Alex told us the flooring would remain. John later told us it would be removed. These two positions are obviously incompatible and left us with very little confidence in the information being provided by the agency. When we raised reasonable concerns and asked for clarification, our questions were repeatedly dismissed rather than properly addressed. At no point did anyone acknowledge that the information provided during the viewing differed from the information later given to us. The comparison we were given between the flooring and the furniture shown in the photographs made little sense, as the advertisement explicitly stated that the property was unfurnished. No equivalent disclosure was ever made regarding the flooring. The landlord is of course entitled to renovate the property as they wish. The issue is that material information was not disclosed until after we had invested significant time and money into the process. The only positive aspect of this experience is that the reservation fee was ultimately refunded. Unfortunately, based on my experience, I cannot recommend Drivers & Norris. The level of customer service provided by both Alex Osadchiy and John Young was genuinely the worst I have encountered when dealing with a letting agency. EDIT AFTER RESPONSE: this is the first apology and acknowledgment of wrongdoing on your behalf I’m getting throughout the whole process and the only reason why you’re giving it’s because this is public and everyone can read it. You should train your agents better to not provide incorrect information, change your listings to not depict wrong facts and really need to work on your customer service because this is not good enough.

Honestly, renting through this agency has been one of the most frustrating experiences I’ve had. The flat was lovely but I experienced so much stress because of Drivers and Norris during the 4.5 years of my 5 years tenancy. The last 6 months were more bearable because the new property manager was more efficient. If your property manager is Lauren, I would recommend you move out right away. All the issues I am addressing are her doing. It was a relief when she went for a yearly break. A few things you should know before signing with them: - Slow to respond (if at all): It often took weeks, sometimes months, just to get a reply about problems. - Ghosting is standard: Emails were ignored more often than not. - No refurbishment of the place even after more than 4 years of renting a flat. But the rent will increase for sure. - False promises: I was repeatedly told “we’re chasing contractors,” but nothing was ever done. - Closing issues without solving them: I had to raise the same problems multiple times because they love to mark things as “resolved” when they aren’t. - No inspections: The yearly checks? They simply never happened. - Balcony disasters: Got a random call telling me they needed to seal the balcony door because it was unsafe. I asked for an email to confirm—never heard back. - Contractors dumped my furniture on another roof and never returned it. - On top of that: poor insulation, days without heating, and pests like slugs and hornets became part of daily life. - Deposit given back at the last minute, 3 months later, after I rejected the original offer. And miscalculated : I had to sent additional money since they gave me 20£ more than what the deposit refund was. In summary: if you want stress, delays, slugs in your bathtub and a property management team that doesn’t care, this agency is for you. If you value peace of mind, avoid at all costs.

Update 2: four months since a portion of the ceiling fell down, still not fixed - still covered with a piece of wet hardboard, mouldy walls. Have had to get the council and ombudsman involved. Update: had a response to this review suggesting if I emailed they would sort it out. Just got another idiotic reply from the same useless Lauren Jackson. Never rent with Drivers My ceiling started leaking 18 months ago, fell down 3 months ago, they won't fix it. They're the worst. Particularly Lauren

Absolutely terrible agency - totally unreliable, they don’t value people’s time, poor communication, false advertisement, and lying. …

I am incredibly frustrated with my experience with this agency. I had a scheduled meeting confirmed with Martin, which was supported by both an email confirmation and a separate confirmation from my assistant. …

Horrible service

Horrible Experience with Mr. lawrence. At first glance, i thought he is a professional person but he turned out to be a time waster. At first, he gave the price and then he reverted by his own words. Then he stopped responding. Afterwards …

Really poor response rate for renters