“Me and my partner have been sent to lettings hub to go through referencing for a rental property. After passing the referencing checks the landlord has subsequently come back to us flagging some discrepencies. The first, lettings hub provided an incorrect yearly earnings figure for my partner, missing about half of what she earnt. They then assigned an address to her ID that was incorrect, they simply put in our current postcode and selected the first flat on the list instead of actually matching the address we provided. They then lost the passport photo of our guarantor and we had to ressuply. I've gone through referencing 5 times over my life and this is easily the worst experience. I don't know whether they actually assign people to do the referencing or if it's all AI, either way it seems incredibly lazy and causes headaches for tenants and landlords. I would avoid at all costs.”
“I am technically very competent and have moved house several times in the last decade with no issue. It took me four attempts of completing a long list of my referencing details and uploading several documents before the system would accept all of my information. It kept saving half the changes and deleting the content in other sections. Extremely frustrating user experience especially when compared to other absolutely seamless providers I've done this with in the past. This does not fill me with confidence that the information I have provided is being kept safe or passed on to the right people at the agency.”
“The worst Company i have ever come across. They are extremely hard to get hold of, you have to hold onto the phone for over 30 mins to even get across to anyone even then are are not able to help.
Letting Agents and Estate Agents stay away from a company like this for references.
stay far far away.”
“Your online portal with canopy rent is not fit for purpose. And the customer support team are well incompetent. Aside from assurances to give matters urgent attention their only consistency is how inconsistent they actually are at doing what they say. And the complaints page does not work. #shambolic”
“terrible all round facility, confusing no ownership of issues there total farse and still not concluded after 7 days all down to the company
e.mails every day and phone calls every day by myself and letting agent to chase
unbelievably bad”
“I opted to upload my contract of employment at a later date (so I could scan it), website continuously telling me I need to upload the document, but no link or portal to allow me to do so. Phone line unreachable; waited in the queue for livechat for 10 minutes for someone to come online ad tell me they weren't accepting livechat requests; no email address available; sent two tickets, which I'm not convinced have actually gone through and still no way of reaching them. If you are an agent planning to use this service - stay away.”
“As a landlord I can with confident say it is not trustworthy. I have provided a positive ref for a former tenant of ours who has always paid their rent and left the place spotless happy to let to the tenant again. Then the tenant informed me The Letting Hub had been tokd I have declined to provide a ref what is this company doing? Waste of time when I let and we have 40 units I will not trust them to do our ref.”
“So attempted numerous times to upload ID and it remained unverified despite separate log in attempts at different phones/ laptops and kept taking us back to original screen - tried calling their helpline number with no reply and line/call cut off, and therefore unable to submit application within the 48 hour deadline Sent email in meantime to Estate Agent complaining about the service awaiting response as need to proceed and their terrible IT system won’t allow it”
“Not responding to messages or answering calls, unable to deal with referencing a self employed person who can provide tax returns, invoices, bank statements. They are causing untold stress and risking homelessness. Avoid avoid avoid - and Lettings agents, please use someone else for your potential tenants!”
“Any positive reviews have to be a lie. Had to contact a solicitors just to get our deposit back after 5 weeks of being told it has been released. They will email you threatening legal action 24 hours after your rent is due but when the shoe is on the other foot they couldn’t care less. Terrible customer service, terrible communication, no response to the majority of emails and they upped the rent so much 3/4 of the original tenants left once their current tenancy had ended. On top of this we had water pouring through our ceiling and they never even checked the electrics. Avoid avoid avoid.”
“I haven't been able to submit the form for two days because the address history section won't go through. I've tried different formats. I contacted customer support — the chat isn't working, no one answers the phone, and there's no response to my email. My whole rental application process is being delayed because the system won't accept the address history and doesn't indicate where the error is.”
“In the middle of referencing at the minute, I only get automated emails that don't answer my questions, after waiting days for a response. I sit on hold for up to half an hour then the call just ends. My guarantor referencing is complete but I missed a document so I sent it and they took 3 days to acknowledge that it was sent, then have made no effort to finish my reference, even though they have acknowledged that they have all of the documents required. Do not use this company if at all possible, complete waste of time and makes moving 10x more stressful than it already is.”
“If your using a lettings agent and they use these avoid. They contradict everything, ask for stuff twice, more stressful than anything. We decided against the house due to the amount of time it took, and the things they asked for. Tenants avoid and lettings agent reconsider who you use!”
“Waist of time please ask letting agency first place if they go through letting hub do not waist your money and upset Their online portal is poorly designed, making it difficult to navigate and track progress. It lacks clarity, and the UI feels outdated and unintuitive. On top of that, customer service has been unhelpful—long response times, vague updates, and a general lack of urgency.
For a service that is supposed to streamline tenant referencing, Lettings Hub has done the opposite. If you’re in a time-sensitive situation, I’d strongly recommend looking elsewhere.”
“Totally incompetent. Their representative demanded that the reason for requiring additional financial data, despite having proved an income of far greater then the ceiling required, and stating it was the Agent’s prerequisite when in fact it was Letting Hub’s mandate. This caused undue angst and required the Agent to step in. Don’t know what commission you get but maybe you should use more of your prfit to train your people better!”
“One star is too many. Do not answer emails, hide behind the tech, faceless and very ignorant. Do not use these people if you want something done properly. My agent used these people and they are no longer my agent because of them and they don't seem to care. I will always ask now who an agent uses. I have discovered since that the agent didn't do anything itself, outsourced everything, nice money if you can get it.”
