Frank Innes Sales and Letting Agents Derby

Negative experience: Shocking in a word. Employ looks over brains. Nothing but trouble over 3 years with Frank Innes. So much more I could say but dont fancy wasting my time. Stay away personally but if you do choose to opt for them, proceed with massive caution. The only person who I thought was genuine and nice was the trainee called Ellie, really nice girl with a future ahead of her.

Fantastic experience: Frank Innes Derby have been great with what has been a very long process for us. It has taken just over one year to exchange on our new house and Leah Allen has been amazing throughout. The property we were purchasing was up for sale with Frank Innes but Leah has been fantastic with updates and chasing the chain on our behalf. We have had a terrible experience with the estate agent we used to sell our house (not Frank Innes) and Leah has always been ten steps ahead of them, giving us updates and checking in. It has been a long process and Leah has been so supportive and understanding which has made the process better. The only aspect of this we regret is not selling our property with Frank Innes, we have no doubt it would have made the experience even better. It has been so refreshing getting replies to emails and having an estate agent where you can pick up the phone and someone answers and gets back to you that day. We can’t recommend Leah enough and we value the time she has given us. Fantastic, professional, great communication and people who care. Thank you!

Fantastic experience: I recently used Frank Inness to sell my house in Derby. They were professional from the beginning. We had good communication between us so I was kept up to date with progress. My property was sold swiftly and they helped both myself and my buyer as it progressed. I highly recommend them

Fantastic experience: It is very good team i really appreciate their hard work,i was keenly wait for 4 months.they guide me very good but due to christmas & happy new year i have to wait more time.i am proud of the franks inn team

Fantastic experience: I had a great experience with Frank Innes.The people(ellie & laney) that attended to me were genuinely helpful throughout the entire process. They made everything smooth and stress-free with clear communication at every stage. I would recommend them to anyone looking for reliable and efficient estate agents.

Fantastic experience: ⭐️⭐️⭐️⭐️⭐️ Ellie Slater at Frank Innes has been nothing short of exceptional. From the very first conversation to the final stages of our move, she has been absolutely outstanding and an absolute joy to deal with. Moving home can be incredibly stressful, but Ellie turned the entire experience into something genuinely positive. Her communication was flawless, always proactive, clear, and reassuring, and she consistently went above and beyond to make sure everything ran smoothly. It was obvious at every step that she truly cared and took real pride in her work. Ellie’s professionalism, warmth, and attention to detail are second to none. No question was ever too small, no concern was ever brushed aside, and nothing was too much trouble. She handled everything with such efficiency and kindness that we always felt completely supported and in safe hands. Frank Innes are incredibly lucky to have someone like Ellie. She is a true credit to the company and sets an exceptionally high standard for what a letting agent should be. We honestly couldn’t have asked for a better experience and cannot thank her enough. Highly, highly recommended.

Fantastic experience: Laney was very helpful and made the process fast and smooth. She answered all my questions and was great from start to finish. Thank you!❤️

Fantastic experience: Maddie is a very nice lady and really accommodative, with a perfect job done

Fantastic experience: I sold my property via Frank Innes and was extremely happy with the service. Scott was able to work around my strict viewing restrictions due to it being a rented property with tenants in place and also having to vet potential buyers finances prior to arranging viewings. Luke and Scott put in the effort to ensure the sale went through smoothly and both sides were updated on progress every step of the way. They even contacted both conveyancers to chase on progress and push them to meet their deadlines. Frank Innes also managed the tenancies of my 2 other properties and I have always been extremely satisfied with their professionalism and service.

Negative experience: Lovely property that I rented for over a year. Thank goodness I got to know who the rental was from. Service was shocking took them an age to sort basic hot water out ended up sorting it myself with agreement from the actual landlord. Now I’ve moved out making claims from the zero deposit company that the landlord has suggested not to. Worst company to rent from so good luck if you have to use them.

Fantastic experience: Outstanding Mortgage Adviser – Highly Recommended I cannot recommend Lee Perkin highly enough. From start to finish, he was completely honest, professional, and trustworthy, which made a huge difference throughout the whole process. Despite having an IVA on my record, Lee worked tirelessly to secure me a very competitive mortgage deal when I honestly thought my options would be extremely limited. He was clear and transparent at every stage, explained everything in simple terms, and never gave false hope — just realistic advice backed by real expertise. What stood out the most was his integrity and dedication. He genuinely had my best interests at heart and handled my case with care, discretion, and confidence. Thanks to Lee, I was able to move forward with peace of mind knowing I was in safe hands. If you’re looking for a mortgage adviser who is knowledgeable, reliable, and truly goes the extra mile, especially if your situation isn’t straightforward, Lee Perkin is the person you want. ⭐️⭐️⭐️⭐️⭐️ Absolutely excellent service.

Fantastic experience: I recently wanted to move from the flat I was in and didn’t know where to turn. I popped into Frank Innes where I was met by Olivia, I explained what I was after and she was more than happy to help. Once I found a new place Olivia was ever so helpful. Always keeping me up to date on the process of things and was always at the end of the phone if ever I had a query. I would highly recommend Frank Innes especially Olivia!

Fantastic experience: Ellie provided an extremely professional & friendly service, responded to questions very quickly and followed up everything in good time.

Fantastic experience: Very helpful and friendly. Ellie was very friendly and supportive helping with my questions on the property.

Fantastic experience: Thank you to Scott, Luke, Leah and Olivia for helping with selling and buying, I had called many times for updates and you have been professional and understanding every time. Chasing on our behalf and keeping us updated, I would recommend you to my friends and family.

Fantastic experience: Ellie and Euan were both very professional and accessible whilst helping me let a property in Derby

Fantastic experience: Excellent customer service from Luke and the team. Always happy to take calls and keep me in the loop regarding sales progression. As a first time buyer I felt reassured and guided every step of the way.

Fantastic experience: I am a 1st time landlord & have recently brought an investment property & let it through Frank Innes lettings service derby branch. I was unsure which letting agency to use so contacted different agencies to explore my options. From start to finish I was very impressed with Frank Innes Services. Euan did the original appraisal. He patiently & expertly answered my long list of questions & followed up & send me all the promised info quickly. He was professional but not pushy. My experience of other agencies wasn't as positive. When I was ready to advertise, a quick appointment was made to fit in with my schedule. Lydia came & took the photos & again answered all my questions in a lovely attentive professional way. I was unsure whether to advertise immediately, because it was the week before Xmas, or leave until the new year, but after weighing it up, I decided to advertise straight away. The property went on the website thurs 18.12.25, viewings were booked in for tues 23.12.25 & the letting was agreed & the tenancy was signed tues 30.12.25. Throughout the xmas period, even though the team were working on a skeleton staff, & reduced opening hours, Euan, Ellie & Lydia kept me fully updated on progress & stages. I am blown away that they had managed the process so smoothly & quickly at this time of the year. Thank you all for your professionalism, & your kindness & patience with this novice landlord. I look forward to working with you & would highly recommend your service to other potential landlords.

Fantastic experience: Maddie was a lovely since the day I went for my view up to the day I picked up my keys for the house.It was such a lovely experience I got from her.Excellent service and great customer service from her.cheers

Negative experience: Shitties company ever. First they misrepresented a property on advert as fully renovated and put old pictures, when i went for viewing they acted like the keys re not working and also told me that the property comes with private parking me and showed me around the parking in the compound. They rushed me to enter in the contract. Room was dirty and toilet seat was broken with spider webs in the corner of room. I never went to the property frm that day onwards and asked them to end my tenancy but they are not doing so and every other agent is coming with different things and they always say oh sorry it was miscommunication. They took my one month rent when i never been to place and asking me to pay this month rent as well. This company is scam. They are not picking my calls and making up stories.

Fantastic experience: Madeline from Frank Innes Derby was fantastic to work with! She arrived on time, was patient with my delayed responses, and made the whole process smooth and stress-free. The price was great, the service was excellent, and I was able to move in within two weeks. Highly recommend!

Fantastic experience: Absolutely fantastic and I couldn’t wish and cannot wait to move into our property tomorrow, everyone at frank innes has been amazing and gone above and beyond to make sure everything is good for us and helped us so much in securing our new home. Honestly you have all made my day Infact my year and I appreciate you all so much.

Fantastic experience: I want to sincerely thank Frank Innes derby, especially Madelaine and Lydia for making my move home a seamless effort.

Fantastic experience: There are not enought good words to say about Maddie. She was professional, efficient, and made the whole letting process smooth and stress-free. Highly recommend her exceptional service! Thank you Maddie!

Fantastic experience: I’ve recently dealt with Frank Innes Ltd and wanted to mention how helpful Laney was throughout the process. She was approachable, kept me updated, and made things feel a lot less stressful. It’s nice to deal with someone who’s professional but also easy to talk to.

Fantastic experience: We have been renting our property with Frank Innes now for nearly 5 years and find the lettings manager, Lydia, to be very thorough and professional. Her communication is excellent and we feel happy that our property is in safe hands with her. Thankyou!

Fantastic experience: Frank Innes, Derby made renting a house so easy and stress-free! After a bad experience before, I couldn’t believe how smooth the process was this time. Huge thanks to Madelaine Kojdic for all her help – she was amazing throughout. Highly recommend!

Fantastic experience: Laney was super helpful at helping me and my boyfriend move into our first rented property together, super professional and friendly as well as accommodating.

Fantastic experience: Recently started renting mine and my partners first house together. Couldn’t recommend Frank Innes enough, especially Laney who was always available to help with any problems we had and take us from start to finish through the whole process. The viewing time was accommodated around our tight schedule and very professional. Overall a very good experience, all thanks to Laney.

Fantastic experience: Absolutely 1st class service when buying a property the communication helped us relieve the stressful time we were having. What a very efficient team you all are . Xx

Fantastic experience: Thank you to both Luke's and Scott for helping ensuring a smooth process amongst a few challenges in getting our forever home. The team has looked after us well and also checked in regularly throughout the lengthy process. We are now in our forever home

Fantastic experience: We, as a family, have been on an emotional journey selling my late Mum's house. We would highly recommend Frank Innes especially Luke Nixon. They as a team have been professional and gone out of their way to help us. Nothing was too much trouble. Emails, printing things for us and more. We have had numerous buyers and after nearly a year, we have finally completed today, 26th September 2025. A massive thank you to you all xx John and Julie Glover and family

Fantastic experience: When we got to the office, the person was very polite and told us everything we needed to know. I felt very welcomed and very satisfied with everything we was told.

Negative experience: Appalling customer service. Very bad communication from the girl who was at the viewing to everyone at the estate agency. Very unprofessional. DO NOT USE THIS PLACE. Very bad experience.

Fantastic experience: All the local team at Frank Innes Derby, but particularly Luke Nixon, Scott and Leah, have been absolutely fantastic during the difficult sale of my godmother’s property. From an excellent evaluation, brilliant photos by Matt and regular updating from Luke and Leah I can’t fault their service and friendly but efficient manner. We would definitely use them again and wholeheartedly recommend them - thanks again guys!

Fantastic experience: I had a great tour with one of the staff ,Laney Grey, during my property search, and I couldn’t be happier with the experience. From the very beginning, she was professional, approachable and genuinely attentive to my required standards

Fantastic experience: Euan has been great to me since my move last year, really glad he was able to get me through my move smoothly!

Fantastic experience: We have recently let our property for the second time through Frank Inness, and once again the service has been outstanding. Lydia has been professional, reliable, and approachable throughout the entire process, making everything smooth and stress-free. Her friendly manner, attention to detail, and clear communication gave us complete confidence from start to finish. We would not hesitate to use Frankiness again in the future and highly recommend Lydia and the team to anyone looking for a trustworthy and efficient letting agent.

Fantastic experience: Verry good agency and Maddie is the best she help me to rent the house verry quickly and she answer and help me with all my questions. Thank you Maddie

Fantastic experience: Really great experience. Lydia and Euan were really fast at turning things around and very happy to recommend Frank Innes

Fantastic experience: An estate agent to trust! After a very bad experience with Hannells, I decided to sell my property through Frank Inness. I was initially given a very good sales cost, and also a brief outline on how they would go about selling my property. It ended up being on the market for several months , and eventually I had to give notice as I felt the advertising of my property had become stagnant. As soon as I did this Leah immediately went the extra mile in securing several viewings, which resulted in 2 separate offers. One of the offers I finally accepted, and today was completion. Many, many thanks Leah, you got the deal! I would also like to thank both Lukes, and also Scott for the last final updates whilst Leah was on holiday. This is an estate agent in derby that has integrity, and can be trusted to deliver! trust!

Fantastic experience: Euan let out our house and was completely professional throughout from the valuation, to the tenants moving in. He was always approachable, and easy to contact for any question however big or small. I would highly recommend!

Fantastic experience: Fantastic help from Lydia and the team at Frank Innes Derby. From the initial search for my new property to getting the keys, the entire team helped me through every step of the way and appreciated all the assistance in getting me into my new home.

Fantastic experience: Just signed up with Franks Innes and the process was really smooth. Maddie and Laney were so helpful, friendly, and professional they made everything easy to understand. Great first experience.!

Fantastic experience: Leah, Scott and the team at Frank Innes Derby went above and beyond to get my home sold quickly, at a great price and kept me informed every step of the way. Great service and very supportive!!

Negative experience: The worst customer service I’ve ever experienced from anywhere - we moved out of our property in early May and got our deposit back a few days ago. A ridiculous amount of bs back and forth from people who clearly didn’t know what they were doing - Bea, Euan, Maddie and the rest of the lettings team spent weeks giving us the run around because they weren’t competent enough to communicate with eachother on what information they needed from us. We were still living in the property whilst sale viewings were ongoing and were messed around in terms of bookings being booked in and us not being told until after the fact, people turning up at the house when we weren’t there and ringing and asking when someone was coming to let them in. They were always available to call us when they needed something but would never respond to voicemails/calls - my partner and I once rang them 9 times in one day and never got a response. I would like to say that Carl from the sales team is absolutely cracking and was polite and apologetic whenever we interacted - he deserves every bit of commission he’s gotten from the house sale. Luke Nixon the DM for sales was also the only other apologetic person we interacted with so thank you Luke and Carl for making the experience slightly less awful.

Negative experience: takes months to get your deposit back, constant chasing but clearly need more staff as never answer the phone. rarely reply to emails and constantly get told different things. got told my deposit had been refunded and every time another reason and another 10 working days. you know it’s bad when even the landlord is making a complaint trying to help me get my deposit back. delays due to them only emailing 1 person or because in 2023 they worked out some figures out wrong. Suprised we even got to view the property as kept getting told couldn’t view it for many excuses in the end landlord reduced the price so saved me money but cost the landlord £50 a month which we told him after we moved. when selling the property also terrible turned up without appointment or when did have an appointment tagged another appointment 30 minutes after without telling us, overall avoid when a landlord or a tenant as they never answer or they cost you money. never had these issues with any other estate agents. after reading this if you still want to use them fair enough ask for Luke Nixon or Carl the sales exec seem to be the only 2 staff who know what they’re doing.

Negative experience: Diabolical service !! How this place has a 4 star rating I’ll never know ! I was in a rental property that we moved out 4 months ago and have only just received my deposit back, everytime I called to see what was going on nobody answered or was told call back later. Worst estate agents!! Don’t waste your time staff must not communicate or receive proper training.

Fantastic experience: The guys in Derby have just managed to sell one of of our buy to lets....good price and nice property. Having agreed the deal way back in October the buyer and his solicitor delayed and delayed going through every aspect of the purchase 5 times each, at least, we reckon, for reasons still none of us can fathom. How Charlie and Scott kept their cool is beyond us but thanks to them we eventually got it done. Great stuff.

Fantastic experience: They are great and very prompt. Customers service top notch, very responsive. I will recommend Frank inn to family and friends any day any time

Negative experience: The most annoying thing is even when you give a review about worst customer service experience, they will reply as if they will get it sorted or fixed up! Close to a month now and I still don’t have access to the mailbox assigned to the apartment I got from them!! Several emails sent, walked into their office, no update, no response whatsoever. The only time they are active with their customers is when they want you to get apartments from them. And their staff always make it look like they are doing you favors, Niamh never got back, no update, no reply to mails

Fantastic experience: First time buying a house through Frank Innes and I have zero complaints. Charlie was quick to answer all my queries and always kept me up to date with the progress. Exceptional customer service all around. I was surprised when I went to collect the keys and was given a housewarming gift. It was a nice touch, thank you Charlie for all your help through the whole process.

Fantastic experience: 5 stars – Truly exceptional service! Maddie was amazing from start to finish. She showed up right on time at the arranged meeting spot and went the extra mile by taking me to see two more rental properties. It involved quite a bit of running around the city, handling a heavy set of keys, navigating staircases, garages, and all the in-between – definitely not your average showing. What really impressed me was her ability to actually listen to what I was looking for, instead of repeating clichés like “close to the shops and town centre.” She understood my priorities. On top of that, Maddie negotiated a shorter 6-month lease with the landlord on my behalf (instead of the original 12), which made a big difference for me. Absolutely a well-earned 5 stars – professional, sharp, and a pleasure to work with!

Negative experience: I am extremely disappointed with my experience at Frank Innes. After weeks of back-and-forth, providing all necessary documents, and demonstrating my strong financial position, I was led to believe I had a real chance of securing a property. Despite being reassured multiple times that I was in the best position, the vendor suddenly decided not to sell after I had spent significant time and effort in the process. The communication throughout was frustratingly slow, and I often had to chase for updates. If I had known from the beginning that the sale wasn’t certain, I could have focused my time elsewhere instead of waiting for a deal that was never going to happen. I would strongly advise better transparency and clearer communication for future buyers so that others don’t have to go through the same disappointment.

Negative experience: Hello. I wanted to warn everyone about the Frank Innes Agency. Especially about a woman named Madalaine. From the beginning when I wanted to rent a house she was nice and everything went smoothly until I paid the holding deposit. The woman assured me that I would get the house but then things started going wrong. First the agency stopped answering the phone and at the very end she came up with the idea that we had to find a guarantor who would earn over 40k per year. She even told us to ask her manager at work if he could be our guarantor. We lost faith that the house would be rented to us. There were many more unpleasant situations but I will not describe everything because I would run out of pages. As of today we have been cheated by the agency. And to this day we have not recovered the holding deposit. I warn you about this agency. They are just scammers!!!

Fantastic experience: We’ve had such a smooth and stress-free experience moving into our new property thanks to the amazing team at Frank Innes. A huge thank you to Sim, Niamh and Maddie for being so helpful, professional, and responsive throughout the entire process. They made everything feel straightforward and were always on hand to answer questions and keep us updated. The whole moving process has been really good from start to finish — we couldn’t have asked for a better team to support us. Highly recommend!

Negative experience: Just moved in. Horrible experience, the property managers are incompetent. Still waiting for wifi password (which was included in the rent). The young gentleman was kind & helpful to turn on the water, because when we moved in there was no water in the property. The lady in the office was rude and won't listen to your concerns. We had stand outside with all our stuff for 25 mins because they didn't knew the code to enter the building. They won't even pick up the phone. Will be leaving them once my 1 year is complete.

Fantastic experience: We got our first apartment with this agency! They were super friendly and very quick with their responses. 100% reliable for people who are new to renting.

Fantastic experience: Loved the experience of finding the new home at derby. Loved the service they provided. Special thanks to Euan, Maddy and Niamh for helping me out. It was good to meet Maddy during the key handover and agreement :) she was lovely to guide me and help me settle down with ease.

Fantastic experience: Lydia managed to find me great tenants at very short notice - they moved in just 3 days before lock-down started. I cannot thank her enough! As a first time landlord I have been in contact many times and Lydia always makes herself available to answer all my questions. It is now 5 years since Frank Innes Derby found me my first tenants during COVID. I am sure that my 3 tenants would agree with me that they provide excellent service. My most recent experience was with tenants who wanted to move at short notice to buy their own property, and Euan Aldred managed to facilitate their departure and find me a great new tenant in just one week. Thoroughly recommended!

Negative experience: contacted Frank Ennis Estate Agents regarding an inquiry about my deposit. During the call, I spoke with one of the staff members who was not only unhelpful but also refused to provide her name when I asked. I repeatedly requested her name for future reference, as I believe it’s a basic right for customers to know who they’re speaking with, especially in a professional setting. Unfortunately, she refused each time, which left me feeling disrespected and uncomfortable. It’s common practice for businesses to provide their name when asked, especially when it’s for customer service and reference purposes. The lack of willingness to provide this basic information was disappointing and hurtful. I would have expected more transparency and professionalism from a company of this reputation. I hope the management addresses this issue as it significantly impacted my experience with the agency.

Fantastic experience: I have had a great experience when using Frank Innes. When renting through them from 2022, they were helpful, organisedand quick to react. When I bought a new home, I used their mortgage advisor, Sammi, even though I was not buying a property listed with them. Sammi was the mortgage advisor that everyone should have helping them with their purchase; eager to help, proactive and comprehensive in her approach as well as friendly, positive and reassuring throughout the process. I was always able to call Sammi with any question about the process and she would quickly come back to me with an answer, chasing the solicitors or the estate agents. Sammi took so much stress out of the purchase and made the whole process seemless. Thank you!

Fantastic experience: Thank you so much to Sammi, our mortgage advisor at Frank Innes Derby, for helping us buy our dream home alongside the team at Burton. Thank for breaking down all of the jargon for us, arranging meetings around both of our busy schedules and never rushing or pushing us into decisions before we were ready. It was such a relief to know that that you had our backs through the whole process and we are very grateful.

Fantastic experience: Leah Allen was superb in helping us throughout the process. We pushed to get into the house and Leah did everything she could to make it happen. Thanks Leah! :)

Fantastic experience: From the moment Frank Innes walked in and did a valuation for my parents everything has been professional, friendly and informative - big thanks to Charlie Orme and Luke Tunaley. Would definitely recommend Frank Innes for house sale or auction.

Fantastic experience: Frank Innes Derby has done a great job during my tenancy. Good communication, friendly staffs and they helped me thru out the whole process. Excellent service.

Fantastic experience: Would highly recommend. Professional and helpful throughout the purchasing process. Big thanks to Leah Allen and Scott Cutbush in particular, who were always responsive and obliging. The lettings team have also been amazing. Particular thanks to Bea Aitken-Robertson and Euan Aldred for their great communication and service.

Fantastic experience: Highly recommend Frank Innes , great communication and excellent service. Special mention to Euan the agent we worked with he was efficient and professional throughout the whole process, he answered all the questions and inquiries in a timely manner. We are so please with the service we received from the whole team

Fantastic experience: We have just completed the purchase of a flat and experienced a few difficulties along the way. At every turn, Charlie followed up diligently and resolved each successive problem in a calm professional manner. I can't say enough about how important he was to us ultimately succeeding and getting the property we really wanted.

Fantastic experience: Wonderful experience with Frank Innes. Mostly dealt with Bea, who was friendly and professional. Feel at ease, renting a property via Frank Innes, so far everything has gone smoothly. Highly recommended.

Fantastic experience: We’ve been let down by 2 letting agents before we came across Frank Innes. We were completely impressed with their professionalism and customer service. Their customer service is second to none. I recommend Frank Innes to anyone who is looking for a new home/property. Special thanks to our agent Niamh Macnamee who done the most in assisting and helping us find our dream home. Highly recommend!!

Fantastic experience: Excellent service from Luke, Charlie and the team at Frank Inness Sales and Lettings Derby. Just one minor point that we missed, was the additional £55 to cover the anti money laundering fee (hidden in the small print of the contract), which was not pointed out at all. Would have no doubt whatsoever in recommending Frank Innes.

Fantastic experience: We purchased our first home with them. Although the process was quite lengthy and stressful, I cannot fault Luke and the rest of the team. They have always been available and made sure communication between solicitors went smoothly and without delays.

Negative experience: First of all, i’m not one of these moaning Karens, i’m just stunned by the lack of professionalism. Moving into a rented home, quick, easy they take your money and say goodbye, Now i’ve moved out of the property, the landlord let them know to release my full deposit and asked me to send my back details, upon doing this, i’ve had zero confirmation, zero response regarding the details. I then had to email again, to find what why i hadn’t been sent my deposit money after speaking to the landlord with him releasing screenshots of emails he had sent them confirming everything, to then finally get a response, “i’ll get onto the deposit team” then heard nothing, after letting the landlord know he happens to hear back from them instantly. They admit the person my details had gone too, had gone on holiday “bea” who i was emailing who CLAIMED she was chasing the deposit team, hadn’t passed on any of my information. After the landlord contacting them again, i stil hadn’t heard anything or had a response since. I then ring them and spoken to a lovely chap called Euan, who understood exactly why i was frustrated, yet gave me the same response initially, but then was gobsmacked himself wondering why i hadn’t been given the funds after 2 weeks of the landlord letting them know, upon checking the system had let me know that the funds have been released and should be in my bank, i am yet to receive a penny, which im owed over £900. In todays day and age with the living crisis, im truly speechless about how this has been handled.

Fantastic experience: Thanks to the team at Frank Innes for all their help during my recent house purchase. I'd specifically like to mention Luke Nixon, who was friendly and professional throughout, making things easier for me as a first time buyer.

Negative experience: After viewing the property in question, I was initially optimistic and excited about the opportunity. However, upon reflection and further consideration, it has become clear that my time was not valued during the process. I believe that there may have been some bias or preconceived judgments at play, which not only wasted my time but also caused me frustration and disappointment. As someone who was genuinely interested in the property, I invested significant time and effort to attend the viewing and follow up on the opportunity. However, the lack of transparency and the way I was treated made it evident that my interest was not given the proper consideration it deserved. You need to work on your staff.

Fantastic experience: I bought my house through Frank Innes. We mainly dealt with Charlie there. Charlie was really considerate and understood our urgency to move so he would constantly update us without having us to call him again and again. He knew what he was doing. We were worried that the tenants in the house might not leave so Charlie would help us call those tenants as well. We had a great experience and would really recommend Frank Innes.

Fantastic experience: A fantastic service provided by both Charlie and Luke at Frank Innes Derby. Genuinely two of the best estate agents I’ve ever come across. Both are courteous, professional, self motivated and always ‘on the ball’. If you are looking to market your property, I highly recommend these gents and this branch.

Fantastic experience: The service I received from Luke Nixon from the Derby branch when I sold my house was fantastic. He kept me updated throughout the process and informed me of every stage. I was really pleased with his professionalism and I would definitely use Frank Innes again if I ever were to sell another property. Thanks for everything Luke!

Fantastic experience: Outstanding customer service from Luke Nixon during a challenging sale. Luke was a superstar throughout. Thank you for your patience, help and support Luke. You are a credit to the business and they are lucky to have you on board. Best regards Jo Green.

Fantastic experience: Luke helped complete yet another sale, and as always, Luke kept me updated at every milestone up to the completion in record time, given it wasn’t a straight forward sale. The reason I use Frank Innis as the team are very professional and the fees are reasonable too. Thank you Luke

Fantastic experience: I cannot fault the service we have received from Frank Innes - our house purchase has been far from straightforward with lots of issues along the way - so Luke must have dreaded my phone calls - but if he did he never let me hear it in his voice - he was professional and helpful & most importantly empathetic when it came to the issues that we encountered! To top it all when I collected the keys he appeared genuinely thrilled that the sale had actually completed for us … highly recommend Luke & the team ….

Fantastic experience: Frank Innes were great to work with, starting with a really friendly valuation visit and giving a confident valuation and the reasons for it. Then it was put up in the market quickly, getting several viewings straight away and securing multiple offers. Although the process ended up very long (due to the buyers) Luke was very helpful and friendly all along the way, getting regular updates and being persistent on my behalf. We got there in the end!

Negative experience: The worst letting agency in Derby. I have been calling about a property every day for a month. Being told the old tenants haven't left. They take my name, number, email and say the will call me once old tenants move and the house is checked. Every day on the phone for hours waiting for them to pick up. They will check with the landlord and get back to me to pay a holding deposit. No call. Repeat again next day. Unfortunately, there is no repercussion for them and the law doesn't protect tenants. But a lesson learned, I never ever use this agency again in my life.

Fantastic experience: Overall an amazing process for renting a property. No issues over the phone for booking a viewing and a very quick process. From viewing to living in the property took less than a week including weekend. Great team of individuals and response quick on emails and phone calls. Credit to Euan for being very efficient.

Fantastic experience: Maddie was very helpful all throughout my tenancy application. I was able to moved in within few days only. She has sorted everything for me. And I am very excited in my new home!

Fantastic experience: Frank Innes, once again you have excelled in your service as a an Estate & Letting agent. Very smooth transition from advertising to the moment the wonderful tenants moved in and great communication and rapid responses to any queries i had. I look forward to using your services again in the future :) Thank you Smriti & Lydia

Negative experience: Shocking experience. Booked a viewing for a property, arrived 10mins before. No-one showed up. Waited 30mins. Called them and was told the viewing had been cancelled since they could not get access to the building and no one bothered to inform me. Got another call from Frank Innes rep regarding another property. Tried to discuss my concerns regarding the previous booking that was cancelled without intimation but the rep was socially inept, and kept putting the blame on me by stating I cancelled that viewing. Was not expecting this from a letting agency with such good ratings on Google. An extreme let down.

Fantastic experience: Charlie Orme has been fantastic! We are first time buyers and really apprehensive around the process. We have had a rocky purchase with many ups and downs throughout the whole process. Charlie was really supportive and helped us throughout the process. His approach, attitude and professionalism was amazing throughout and he always aimed to give the best update he had. We may have not continued with our purchase if it wasn’t for Charlie due to our circumstances, however he always managed to make sure we kept on track and when a bump in the road was found there was a solution. Charlie is a massive credit to Frank Innes and I think a lot of the work he does goes unnoticed due to the nature of the job. People will always remember when it doesn’t go well but very quickly forget when it goes ‘according to plan’ but Charlie deserves massive credit as we had many challenges that were made into a positive experience as a result of his excellence. Thank you Charlie and we wish you all the success in the future!

Fantastic experience: Both Lydia and Euan have been so pro-active regarding any queries we have had, and by providing such a thorough service have thetefore made us feel at ease about the move. They've been an absolute pleasure to liaise with and I'm so happy with how the process has gone. Highly recommend. Such a lovely team and excellent service!

Fantastic experience: I had my best encounter with this letting agency. The team is fantastic especially Lydia,Olivia and Euan, they are amazing. This is the best real estate company in Derby and I will recommend them anytime, anywhere, any day. They are quick and professional.

Negative experience: I would NOT recommend Frank Innes to any landlords after a year and a half. Inspections are not undertaken as per contract terms and the inventories are appaling. It almost appears they inspected with their eyes closed i.e Charlotte and Olivia. The staff members lie about literal photographic evidence, as if you are stupid. You have to chase and pressure them to do their jobs and when you are full time professional, you shouldn’t have to do when they take big cuts monthly. My last tenants have left my house damaged in some parts and unclean, i had charlotte telling me this was similar to previous inventatory, my property is new and pristine when i handed it over. olivia telling me it was acceptable when law states your property should be returned in the condition you handed it over. Ive never know such lazy dishonest people, they don’t care for their customers. Im now having to go through the omsbudsmen and considering taking legal action because the service is so bad. My uncle has also experienced the same issues. Looking at the reviews it’s not great for tenants either. Im happy to be parting ways from Frank innes and to be going with Hannells. Now after raising a complaint, I have Charlotte Pearson spinning further lies to cover their incompetencies today. No solutions offered, or any goodwill gestures, or no effort to resolve the issues or even accept their mistakes. Just trying to push it underneath the carpet. The complaints service do not pick up their phones and are to slow respond. So Lucy at reviews it’s no use emailing you, as well. I got through more quickly to the Property Ombudmen! Despite all the video and photographic evidence of the damage and dirt made by the tenants, listing failure after failure weeks on the complaints manager Katie Mardell did not even call back and apparently cannot find a single misservice!! What an absolute joke. Honestly landlords they will loose you money and they have no accountability or responsility. I will be takimg legal action and will continue to warn other landlords.

Fantastic experience: Finally! The long awaited home hunting for the family has already been solved. Looking for a house these days are very challenging, especially if you are looking specifically that will suit for the family. Thanks to Frank Innes, calling out Sim (Smriti) who provided extra ordinary support from viewing until the handover of key to the house. She helped us settled the contract and anything needed before you move in like energy, council tax, water, etc. Digitally. It was so smooth, fast, efficient and how approachable Sim was something commendable. Thanks Frank Innes for helping us find our HOME and putting your clients first in everything you do. God bless!

Fantastic experience: I have been dealing with wonderful people of Derby Frank & Innes office now nearly for 2 years. Starting with Lydia, Olivia and Euan, i want to take this opportunity and i want to say i am very much thankful for helping me out so brilliantly and proactively for the past 2 years. I am very happy with your service and its truly remarkable to have you. I wish you best luck for your all future deals and i hope you will become No 1 Estate agents of Derby and near by areas. Best Luck guys, always pleasure to work and speak to you.

Negative experience: Congratulations to the estate agent for proving that 'creative marketing' can make even a glorified broom closet sound like a luxury suite. Next time, maybe disclose that the bathroom is also the bedroom and the kitchen is the living room. Cheers to transparency! Looking for a home where you can cuddle up with your shower and have intimate conversations with your toilet? Look no further, THESE GUYS CAN HELP! This 'studio' is so cozy, you'll never feel lonely again... unless you're claustrophobic.

Negative experience: Enquired about a house, sent email on Rightmove and Luke asked when we would like to view, we replied an hour later (midday) the same day with no response. Three days later we hadn’t heard a response so chased what was happening, Luke said he had been on annual leave, but we had received no contact nor an email telling us this, which is why he hadn’t replied - and there was no out of office email on. We then asked to view the next week and was told Luke would arrange. Yet again we had heard no update so we chased AGAIN on the Saturday morning (we called this time) and Luke said he would check. We received a email two hours later and Luke said the vendors would prefer Sunday morning (the next day at 9.30am) as they already had a viewing. We couldn’t do Sunday due to a family emergency and explained this, but Luke pushed Sunday saying that he knew ‘the vendors probably wouldn’t wait that long’ because ‘they had already had an offer come in’ so probably wouldn’t want us viewing 2 days later. If Luke had responded to our initial email 8 days prior to all of this, we could have had a viewing on the house and put an offer in. Poor communication, quite rude and a lack of care shown. We saw another house for sale that we thought we might want to see, but saw it was on with Frank Innes and decided not to bother - luckily it was on with another agent so we have viewed through them. Hilariously, this house we wanted to view initially is still on Rightmove and has apparently sold despite this happening nearly 3 weeks ago. We have been told this morning it will ‘probably be off in the next 24 hours’ but it’s not been off the last 2 weeks so god knows what they’re playing at. Will not be using to sell our house and what an unprofessional experience we have had.

Fantastic experience: Received a brilliant experience from Olivia and team. Always on hand to take calls and answer my numerous questions! Smooth process from initial valuation to tenants moving in. As a first time landlord they made the process effortless. Would highly recommend and we'll use again.

Fantastic experience: Viewed an apartment on a Tuesday and had the keys / signed contract on the Friday! I wanted to saying a big thank you to Millie for finding an apartment for let within my price range / arranging the viewing that day and a huge thank you to Lydia for the very quick turn around in contract. She was absolutely lovely, super friendly / approachable. Overall a great lettings experience. Thank you ladies, Holly :)

Fantastic experience: We highly recommend Frank Innes Derby, and Lydia Youle for their exceptional service in managing the rental of our properties. Frank Innes demonstrated professionalism, expertise, and excellent communication throughout the process. They ensured smooth handling and found reliable tenants promptly. A seamless and stress-free experience! And Lydia was a pleasure to deal with!

Fantastic experience: I contacted Frank Innes initially to obtain a valuation on my property, I also contacted other estate agents locally. Frank innes were the best out of all of the companies I contacted. I was contacted quickly,, appointments made and they delivered on everything they said they would. Everything was explained thoroughly, professionally and honestly. Valuations provided as promised, follow ups and phone calls received quickly.. Scott was helpful, honest and professional from the start. Other estate agents didn’t respond to my calls, didn’t email information that was promised and one just gave a valuation written in a blank folder! The only reason I did not go on to sell my property was due to a last minute change of circumstances. Nothing was too much trouble for Frank Innes, the photos and proposed brochure looked really good and very professional. I am confident my house would have sold very quickly. They will definitely be my first choice if I decide to put my house on the market in the future. First class customer service!