Direct Residential Reviews 140

I can't recommend Direct Residential highly enough. In what's become an increasingly complicated rental market, they made the entire process smooth and stress-free.

Special mention to Ben, who was absolutely brilliant from day 1. His responsiveness was exceptional: clear, helpful email replies within minutes, not hours. When we saw the flat post and contacted them, he managed to organise a viewing within 30 minutes, which is almost unheard of in today's market. That speed and efficiency made all the difference.

Abigail was equally fantastic on the admin side. She coordinated everything with the landlord seamlessly, kept us informed at every step, chased things when needed, and communicated with real clarity. No chasing on our end, no confusion, just professional, proactive service.

The reality is that renting a flat nowadays involves so many checks and hoops to jump through, but the team at Direct Residential guided us through it all without any stress. Moving flat is in any case stressful, and dealing with estate agencies can add to that stress, but Direct Residential did the complete opposite. They made it easy, even when things got complicated.

If you're looking for an agency that actually cares and gets things done, this is it.

DR don’t even deserve 1/2 a star. I completely agree with Ms Whites review and similarly constantly informed to remove any negative reviews. I have had a shocking experience from Ian and team since day 1 of engaging them. He responded to my previous complaint stating I had been with DR for 2 years and yes NOT with you or your current team that’s for sure! Engaging with DR has been so awful and constant ‘fighting’ I have just given my tenant notice because I can’t take it anymore and have to move back into my property! It’s been an estate agent from hell - every tiny thing is a battle. I paid your fees and you constantly fight at every opportunity, you don’t have landlords interests at heart and goodness knows how you are still in business.
Leaders Epsom do not treat people like this and I have never had one complaint using them so goodbye and good riddance to bad service. Your team made errors and didn’t check the electrical certificate, then you deducted fees from the rent without speaking to me and there is not enough space on here to complains about the rest of your shocking communication and rude behaviour! Avoid DR at all costs!

I have been searching for a home for months and contacted several well-known letting agents during the process. Unfortunately, many of them left me extremely disappointed with their customer care. I had to make multiple calls regarding the same inquiry, received different answers from different staff members, and often felt my time was being wasted. Some experiences were truly unpleasant, with agents not even responding politely to emails or calls.
However, my experience with Direct Residential has been completely different. I am genuinely delighted with the level of service I received. Their customer care stands out in every way.
I would like to give special thanks to Mr. Benjamin, the senior letting consultant from the company. He is truly an asset to Direct Residential. His customer service is exceptional he is supportive, quick, and incredibly responsive. He explained everything clearly, replied to messages as soon as possible, and guided us through the entire process smoothly and efficiently. Because of his professionalism and dedication, renting our new home was stress-free and straightforward.
I highly recommend Direct Residential to anyone looking for a reliable, professional, and customer-focused letting agency. They exceeded my expectations in every way.

A really smooth process renting a property through Direct Residential. Ben kept us updated through everything and was so helpful.

What an amazing team they have!
There isn’t anyone that I’ve spoke to that isn’t so kind and helpful.

They’re by far the best estate agents in the town.

Recently rented a house in Epsom. Had a good experience with the team, who made the process smooth. They were kind and responsive, super friendly too! I highly recommend direct residential :)

We have just rented a flat for my daughter and I can’t recommend enough direct residential in Epsom. I had direct dealings with Ben who was incredibly polite and professional. I also spoke on the phone to Paula who was great at making the process as smooth as possible.

I want everyone to know how great of a team Direct Residential are, My landlord Ian has been a great support throughout my 8 years in my amazing home. whenever there has been a issue they had someone with me within hours and communication is brilliant i cant fault them in anyway.
thank you Direct Residential for making a massive positive mark in my life ....xxxxxxxxxx

Harrie espeacially has been great throughout since I’ve moved in-very efficient

My experience with Direct Residential has been excellent over the past two years.
Harrie has always been approachable and welcoming whenever I’ve had any queries. Her professionalism combined with her kind, reassuring manner has made everything so easy and stress-free.

Very helpful from start to finish. Good communication and always on hand to answer any questions.

Direct residential has been amazing for helping me move and get settled into my uni house! Really friendly and great communication. Thank you so much

Direct residential have been amazing from the start! Our transition into our new home has been so smooth and the team have been so responsive to our needs! The house was very clean when we moved in and we are very happy! Thank you direct residential!!!

Arguably the best letting agents I’ve dealt with in Epsom. From my very first enquiry, Ben was extremely friendly, professional, and accommodating. He kept me well informed throughout the whole process, from offer to acceptance.

Once the offer was accepted, Paula took over and guided me through the referencing and tenancy agreement steps with great efficiency and clarity. What really stood out was that they didn’t pressure me to transfer the deposit immediately (as some agents do). Even when I offered, they reassured me and only requested it when appropriate. This gave me a lot of confidence and trust in their service—unlike other agencies that take your money upfront and then leave you feeling uneasy.

The whole process was smooth and stress-free, and the actual move into the property was a breeze. A truly excellent experience—I can highly recommend them!

The best agency I have ever dealt with. The staff is always friendly, and ready to help. I’m moving out, but I’ll miss them!

Right from the word go they got me tenants very fast and even though the would be tenants reference did not go through they got me other tenants in the right timeframe and also got me a good contractor who did some work before the new tenants moved in.
Paula Dan Ben Ian and the whole team have been very friendly and helpful.
Would highly recommend Direct Residential.

After 7 years of being bribed to give 5 star reviews it’s time for an honest review.

I moved in to a property managed by direct residential 7 years ago. I moved in with now ex boyfriend.

Upon taking over the lease I never had a check in done, the heating hasn’t ever worked and direct residential did property inspections twice a year.

The landlord was a nightmare and turned up at my check out on 15th May 2025 and I believed the check out was supported to be independent. I don't know if she influenced the check out man but this was independent. i was in the middle of speaking to the man when i had to rush down stairs to open the door to the landlady.

Having waited since the 15th May to get my deposit back, I got it back today. This was only given back to me because direct residential made me withdraw my complaint against them in order to get my deposit back or wait up to 6 months. This isn't new behaviour for the landlady as she would regularly turn up at my door and not give me 24 hours notice as stated in the tenancy agreement.

I was bullied and put under pressure by direct residential to remove my complaint. I felt they were threatening me.

I never wanted to remove my formal complaint made against direct residential however I felt like in order to get my deposit back I had no choice.

I’ve been treated like rubbish since leaving the property - KT17 in Epsom. The managing director of direct residential called me vain for having a voice and standing up for what is wrong.

The property shouldn’t be on the let due to mould and so many other issues. The landlady is a bully and on many occasions has turned up the property without giving me 24 hours notice that was stated in the lease.

The property isn’t fit for purpose and needs gutting. For the regular flat inspections direct residential are lazy and you could clearly see all the issues.

There is no carpet in the lounge and spare bedroom, the hearing hasn’t ever worked, I had to pay for the oven myself and I also paid for the carpet in the master bedroom at my own cost.

The landlady also tried to make us pay for a professional clean before leaving the property. I told the agency this was against the law and I didn’t have to pay for this.

Be warned. They only cover their own back. They made me withdraw my complaint in order to get my deposit back. The emails i have received since complaining have been very unprofessional and threatening. I've been told twice now its prerogative and that i am doing this in vein.

I wonder if they would live in these conditions and call it a home. I have already made the agency aware that i am doing this now because the landlady is bully and i didn't want to risk being evicted.

The managing director is obviously not used to being challenged or maybe its because i am a women.

Unprofessional and aggressive to deal with and this has been a hellish experience.
Please note i was only here for 7 years and would have been 8 years in November 2025.

The oven wasn't fit for purpose, i hadn't ever used the oven provided by the landlord. It was dangerous and was a fire risk.
The carpet is was changed at our cost due to the last tenant leaving it matted and torn.

I wonder if the agency would live in rubbishampalace because the place is uncared for by the landlady because she wouldn't spend the money. The radiators were fitted two close to the ground and the fittings to bleed the rads were upside down.
In the living room, there were electrics exposed and could have caused an electric shock.

I would happily pay more rent than the landlady asked but she was the one who set the rent costs not myself.I was paying £1100 in the end and that rent wasn't worth it for the state of the place.

I only took to writing reviews that were honest when i was made to withdraw my complaint. I would have removed them depending on the response given however you can see the attitude and aggressive attitude in the reply.

They bribe you vouchers in order to gain reviews and state the word positive reviews. I am not hard up for an amazon voucher and now i am away from that hellhole i can finally speak honestly.

The agency speak of the condition the flat wad left in and that we wasn't penalised for how we left it. We can't clean mould and should expected to get this sorted.

The whole flat needs gutting and is in such a poor state. Its a shame because it could be a nice flat if the landlady would spend money to get it nice.

I never had any issue cleaning the property and we spend days their getting it cleaned the best of our ability. I was asked by the agency to pay for a professional clean and this is what i stated was against the law as you cannot make a tenant pay for a professional clean, you are meant to clean it to best of your ability.

I’ve had a fantastic experience with Direct Residential during a very time-sensitive and high-pressure move. The lettings team acted swiftly, professionally, and with real care — progressing everything efficiently so I could secure my tenancy without delays. Communication was clear throughout, and the support I received helped ease a lot of the stress. I’m incredibly grateful for how quickly everything was handled, and I wouldn’t hesitate to recommend them. Thank you for making such a challenging time that little bit easier.

The experience was stress free and they offered support as required. The team is amazing and would like to recommend them to friends and family

My experience of renting with Direct Residential for almost 16 years in Epsom has been a positive one. The staff have changed over those years, but they have all been friendly and helpful - not only to the Landlord, but to me as a tenant too. I can recommend them to anyone looking to rent in Epsom