Urpad Sales and Lettings Reviews 19

I went to rent a flat and instead walked straight into a masterclass in incompetence. This is my personal experience.

The property was in an appalling condition from day one — leaks, broken locks, faulty appliances, carpets that looked like they hadn’t been cleaned in years, and a postbox I couldn’t even access. It was nowhere near a habitable standard. I reported everything immediately, and the agency agreed in writing to release me from the tenancy and refund my money.

The refund briefly appeared on their system… then vanished again. That pretty much sums up how this operation functions.

Then came the email from a director — long, incoherent, and packed with accusations I completely reject, including claims that I had somehow staged the defects and removed furniture. It was not only unprofessional but genuinely baffling to read. Basic spelling and punctuation seemed to be optional, which didn’t exactly inspire confidence that anything else was being handled competently either.

Along the way:

My name was wrong on the contract
I was nearly overcharged by £900 due to a “clerical error”
Emails were ignored, phone calls were chaotic, and one ended with them simply hanging up
I was charged rent while they searched for a replacement tenant
My details were passed to the council so I could be billed council tax for a flat I never actually lived in — only resolved after I stepped in with evidence

Overall, the entire experience was disorganised, confrontational, and, at times, absurd. Professionalism was completely absent.

If you’re considering renting through this agency, think again. If you do, keep everything in writing, double-check every figure, and be prepared for a fight. It’s also worth looking them up on Companies House to get a sense of the directors running this — it may tell you everything you need to know before getting involved.

I’ve had a really positive experience with my landlord and managing agent.

The property itself is a beautiful home, well maintained and comfortable to live in.

URPAD have been fantastic throughout, Especially Tom and Carolina – they're always professional, responsive, and easy to deal with. Any repairs or issues I’ve raised have been handled quickly and efficiently, which gives real peace of mind as a tenant.

A special mention to Ross, the landlord, who has been great – approachable, fair, and clearly takes pride in the property.

Annual gas safety checks are always completed on time, and everything is kept up to standard.

The rent is also very reasonable for the quality of the home and service provided.

All in all, I genuinely have no complaints and would highly recommend renting through them.

I feel very confident when contacting Urpad. I always receive superb responses and feedback to all my requests and queries. I particularly enjoy Carolina. She is effortlessly polite and responds in a positive way to correspondence. Thank you, Carolina.

As a contractor working with them they are a great company good communication reliable on time payments and the properties are well looked after

This is my personal experience and opinion.

Moved into a flat that was basically a DIY horror show: leaks, broken locks, broken appliances, carpets that looked like crime scenes, and a postbox I couldn’t access. Reported it immediately. Agency agreed in writing to release me and refund my money.

Refund appeared on their app… then vanished. Money clearly has opinions here.

Then I received a truly unforgettable email from a director — long, rambling, full of wild claims, and written in a style that made me wonder whether they’d ever paid attention in grammar and spelling class. It accused me of staging defects, orchestrating a furniture-smuggling operation, and causing chaos in record time. I disagreed with every one of these claims — and honestly, just reading the email was utterly exhausting. Hilariously, they even assumed my emails must have been written by a solicitor, probably because I use full sentences and punctuation. I’ll take that as a compliment.

Meanwhile:
• Wrong name on my contract
• Almost charged £900 extra due to a “clerical error”
• Emails ignored, phone calls chaotic, one ended with them hanging up
• Charged rent while they found a new tenant
• Passed my details to the council so I could be billed council tax for a flat I never lived in — council were brilliant, I sent evidence, no charge

In short: stressful, confrontational, absurd, and surprisingly theatrical.

If you rent here: keep everything in writing, bring a dictionary, a lawyer, and a sense of humour. You’re going to need all three.

I just wanted to leave another review as I want it to be acknowledged so they realise how ridiculous they all are.. tried taking a deposit away for wear and tear l and don’t even get me started on the service you get they choose to ignore you and leave you without power for 48 hours we will never ever use them again and will try our best to get this worded across to other people so they don’t make the same mistake as we did
They come to your property to do a inspection without warning you that there coming.. to them letting themselves in when your at work..

Tried to deduct £900-£1000 from our £2,250 deposit with them. The reasons they gave was due to dust, the property needing a clean and have mould issues as well as marked walls. On what planet does that work equate to that sum. Additionally the house had a mould issue before we lived there and was a problem we faced all year, and when we first moved in the property it wasn't cleaned to a good standard and had marked walls. We are students and believe that they have taken advantage of this. The company aren't responsive and considering we moved out at the end of June 2025, we still haven't received our deposit back. Have now had to submit a formal complaint and potentially get the property ombudsman involved.

I was with them for 3 years. I just want to leave one month early. I informed well advanced but they forced me to pay for that and go.

All the employees at this company are extremely rude, it feels like we are doing them a favor.
I rent my apartment through this company and every time I have a problem, they don't know how to talk politely, I feel like a piece of trash.
I won't give my name and email address because I'm afraid they'll do something at me, but if I were you, I'd think twice.

Rented a lovely property from them, nice area. Always paid rent in advance and when leaving the property had people in to clean carpets and the house and was charged additional £365 for Different things and cleaning!! The patio not cleaned - they don’t provide outside tap, dent radiator in lounge this was there when I took residence (told by neighbours they have the same on their radiator) adhesive on the bathroom door again this has been on there since taking the rental. Whilst I agree with some of the costing I don’t agree with all of them and to be honest it is like talking to a brick wall via reposit! This is just a few of the things mentioned. I would not rent from them again. I also find the rental price for a small two bed house extortionate at £1075 per month.
Whilst there I enjoyed my time however not the nicest to deal with on exit. Seem to charge for ridiculous amounts for ridiculous things!

We moved into a new build property last September. We had a few little things that needed doing here and there, and every single time they have been brilliant. They call us every time to confirm they receive a request, they check on us pretty much every week and I seriously could not be happier.
I was slightly on the fence about renting with them due to the reviews here, but as I needed a new build for health reasons, we bit the bullet and I truly could not be happier!
Not sure if the bad reviews are fake or if maybe they are for older properties with bad landlords - which means Urpad can do nothing about it - but for us they have been brilliant!
Nicky and Max have been absolute stars and they deserve the upmost respect and praise!

Thank you so much 💖

Worst letting agent I've experienced.
Shannon is rude and unhelpful, she made our relocation so much more stressful, to the point where I got the train 350 miles to collect the keys before moving day because I didn't trust Urpad.
I arrived at our new home and it was filthy, it clearly hadn't been checked and there was lots of maintenance required. I phoned Urpad and Shannon advised there was 'no legal obligation for them to make sure the property was clean!!'. We'd just come out of a pandemic....I think hygiene and cleanliness should have been paramount.
Max did try and help and arranged a cleaner, unfortunately they were sent from quite far away, arrived at 4pm and could only stay til 5.30!
Our home was in Middlesbrough and all maintenance was carried out by people from Leeds or Barnsley! The work carried out was quite shoddy too. I feel sorry for the landlords who were having to pay for out of area workman to do a poor job.
We've moved out now and that side of things was quite smooth, probably because I had cleaned the property to much higher standard than we'd found it!
This would have been a 1 star review if it hadn't been for Max who did try and help when things went wrong.

We went to see a house and some andy who was show his a round lie about us said it 8 of his move in to the house but it was it only 4 of us but please watch your selfs as their are pigs their will lie not to give you a house

URPAD AVOID AT ALL COST /LANDLORDS EXPERIENCE
I'm a Landlord OF 30 YEARS so god help any contract holders renting via this company. I cannot believe how a Lettings Director of the Bristol branch can be so unprofessional. i asked for their complaints procedure and solicitors details ref a dispute i have with them AS THEY MADE A HUGE MISTAKE REF LEGISLATION AT MY DETRIMENT. His response was that hes not interested in my B*llSH*T complaint and if i want to go legal go legal. LANDLORDS BE VERY AWARE OF THIS COMPANY AS I CAN EVIDENCE BY HIS OWN EMAIL THAT THIS IS HOW THEY TREAT THEIR CLIENTS.THEY HAVE ALSO NOT PASSED ON ANY DOCUMENTATION THAT I HAVE REQUESTED. TRUST PILOT IF YOU HAD A 0 STAR IT WOULD BE 0. ** 10/07/2024 UPDATE REF THE STUPID RESPONSE BELOW FROM THE COMPANY. THE REALITY IS THIS, YOU HAD TO COMPENSATE ME BUT I DIDN'T WANT TO ADD THAT UNTIL IT WAS RECEIVED. SO THE REALITY IS YOU ARE AS STATED AN APPALLING COMPANY AND LIE AS WELL. CLEARLY FOUND IN MY FAVOUR AND I THANK YOU FOR THE COMPENSATION RECEIVED TODAY!!. i WOULD URGE PEOPLE LOOK AT THE DIRECTORS BUSINESS HISTORY AS ITS AN INTERESTING READ. BUT AGAIN AVOID AT ALL COSTS. IT LOOKS LIKE TENANTS ARE ALREADY AVOIDING YOU WITH THEIR GLORIOUS REVIEWS ON HOW WELL YOU PERFORM. GREAT BUSINESS MODEL, HOW TO UPSET LANDLORDS AND TENANTS.!!! PEEPS YOU HAVE BEEN WARNED ALL BASED ON FACTUAL EVIDENCE NOT FICTION!!

Avoid at all cost. Worst letting agent in the Uk. Mass exit from landlords currently with them. Horrible service, rude and don’t care about your property or tenants

Utilised this company and would highly recommend and will be using in the near future. Fantastic communication and professionalism throughout the process.

Excellent professional support and customer service from Urpad and Scott Anderson in particularly. Very professional, understanding and very prompt in responding to any queries raised. Brilliant

DO NOT GO ANYWHERE NEAR THIS COMPANY!
This is the worst company I have ever had to deal with. They are unprofessional, rude and are only seeking to make money from tenants.
Background Info - Lettings Angels pass on potential tenants to URPAD.property so sadly reviews for URPAD are not always picked up until it is too late. (That was our experience.)

Our story.
- 2 weeks before the tenancy was due to start, all 6 tenants were advised that instead of 2 months half rent, it should have been 1 month and had to sign new tenancy documents. (This arose apparently after an audit. Original documents were signed in January, but audit took place 2 weeks before the tenancy was due to begin?) When we queried this Shannon (who is particularly rude!) told us that we could either ‘sign it or not’ and that we weren’t the only property for this to happen to! (As if this would make us feel better? Does this happen regularly then?)
- The property was filthy when it was taken on in July 2021 even though handing over of the keys was delayed so that cleaning could take place!
We complained to URPAD on both of the above points however no-one even took the time to reply (although this was chased weekly by phone) so we took our concerns to The Property Ombudsman and were awarded £350. The managing director of the company, David Maidment, blamed COVID amongst the staff for not actioning our complaint and NO apology was forthcoming.
- The tenancy ended in June 2022 and an invoice for ‘cleaning’ was presented to us. The invoice contained charges of more than £646 however this was full of inaccuracies: it was for a 7 bedroom property and our property had 6 bedrooms. It detailed cleaning requirements such as freezers defrosted. However this has been completed by the tenants on the day they moved out. The bill was revised to £350 however it still contained inaccuracies. (Coincidentally this was how much the Ombudsman had awarded us earlier too?!)
So the dispute was taken to MyDeposits where we were instructed to pay a contribution of £150 towards the cleaning bill after they reviewed the evidence and the rest of the deposit was refunded to the 6 tenants.
CONCLUSION
1) Do not listen to a word this company says.
2) If you do have any concerns, take them through the relevant supporting channels such as The Property Ombudsman. It is time-consuming but worthwhile.
3) My best advice is STAY WELL CLEAR!!