The Lettings Hub - Peterborough

Saam R. A.

The online submission form kept giving me return errors when I tried to submit. However, I called The Lettings Hub directly on their landline and was giver a customer services rep called Rosie. She was amazing and helped me out in no time with my issue. I was thoroughly impressed with her kind support! Excellent customer service!

Regards,
Ssaam

HEI M. Y.

Despite requesting cancellation, I’ve been charged under a strict policy that offers little flexibility and no meaningful support. The insurance didn’t provide the help I needed, yet I’m still expected to pay fees that feel punitive rather than fair. Clear communication and responsiveness should be the minimum—especially when dealing with financial matters.

Claire K.

This company is a complete nightmare. I had no choice but to use them because the letting agency required it, but the process has been nothing but wasted time, at least two or three times longer than it should have taken.

Yes, there is a portal, but in the link they sent me there was no option to upload the requested documents. I asked repeatedly where exactly I should upload them, but nobody ever responded. Instead, I kept receiving the same automated “urgent request” emails two or three times a day.

Eventually, I had no choice but to re-send the same files by email dozens of times including highly personal and sensitive documents. I completely lost trust in how safely my information was being handled, but there was no other option. My application was never updated, and just a few hours later yet another “urgent request” came through as if nothing had been received. I called again and again; they promised to update the application, but within hours the same requests started all over again.

It’s an endless vicious cycle. None of my emails or updates are reflected in the application, and communication with them is practically impossible. I have never dealt with such a frustrating company in my life. It’s a shame that part of my fees are going to this company but I had no choice.

I just hope there will finally be an end to this process soon. I desperately want to move, but at this point I’m honestly wondering: will it ever actually happen? Every single day I call them and re-send the same files, only to get more robot emails asking for the same “urgent request” all over again.

Avoid this company at all costs.

Adie-Jasmin M.

Worst experience of my life. Made homeless with 3 children because the lettings hub failed to reference correctly despite being provided over and over again, the documents requested. When the passport was finally completed, it provided false, inaccurate and misleading information that subsequently meant I did not pass referencing and the last lord pulled out… 2 days before I was due to move it.

Not once did they call me, I always had to chase. Not once did they call my references but stated they did and that they ‘could not be verified’. So many wrongdoings along the way.

After several calls, waiting up to 40 minutes on hold on 1 occasion, a manager reviewed the reference and accepted it was wrong. It was redone - by this time it was too late and again, provided inaccurate (but better) information.

When I pointed out the inaccuracies I was told ‘we won’t be looking at it again, sorry, but I do understand your position Ms Mills’. Evidently not.

I have raised a formal complaint - but that won’t get me housed.

So despite providing all the documents, earning a decent wage, giving access to my online banking, sending several emails, calls, doing above and beyond… I’m still homeless, without answers and have been totally wronged through absolutely no fault of my own.

Terrible service, lack of humanity and utterly unacceptable and heart broken this has happened.

George C.

Worst company ever .I don’t understand why letting agents are still using them. First of all, they have no idea what documents can be provided to prove income. For example, my partner is receiving Maternity Allowance, and they didn’t know what I could submit instead of payslips. I told them I could provide a reference from her workplace and a letter from the Maternity Department showing how much she receives each month. They said that was fine, but a few minutes later we received a call from our letting agent saying The Letting Hub told them she had no proof of income even though they had just confirmed what she uploaded was acceptable. So they lied. After a few calls between the letting agent and The Letting Hub, they decided to accept just one payslip and her work contract. Again, I asked if our income documents were fine since we are not comfortable with Open Banking, and they said “Yes, of course, don’t worry.” We told them from the beginning that we weren’t comfortable with Open Banking due to privacy concerns after seeing customer data leaks online. They reassured us that if we submitted payslips, a contract, and a reference, that would be enough. Later, they requested a reference from my HR. HR confirmed they sent it, but The Letting Hub said they hadn’t received anything. I had to call them and after waiting over 10 minutes the agent checked the system and admitted they had received it but didn’t notice. Then they requested a handwritten consent form from us so they could contact our landlord, even though we already gave consent in the application. Our landlord confirmed he had our consent and had already sent the reference in the morning. After sending the signed form, I checked our application at 4 PM for an update. At 4:20 PM, I called The Letting Hub, and the agent said, “We’ve got nothing, sorry.” I told him to check again. A few minutes later, he found the reference it had been sent at 10 AM, but they hadn’t noticed. The next day, my partner received another urgent email from them asking again for the landlord reference. I called them once more, told them it had already been sent the previous day, and after five minutes of searching, they finally found it again, sent at 10 AM previous day.
After all this, I asked once more if everything was fine with our documents. They said yes “no worries,” and we were told we’d get the house. But at the same time, they told the letting agent the opposite that our income documents were not enough. That’s why I kept asking for confirmation. Eventually, we were told the process was complete, and after three weeks of constant phone calls, we were finally happy. But it didn’t end there. Our letting agents then called us to say they couldn’t see our references everything was blank on their system. They tried calling The Letting Hub for two days with no response. When they finally got through, they were told that nothing had been submitted because I used an accountant as a reference contact despite the application being marked as “complete.” The letting agents told them to contact me directly and explain what I needed to do.One day later, I got the call, and they asked why I listed that person as a reference. I explained it’s a small company without an HR department or manager. The agent said, “Yeah, I know, small companies often don’t have that I fully understand.” He asked if I had someone else from the company who could give a reference, and I said yes. I also asked if I could add a guarantor because we urgently need the house. Again, he asked about Open Banking, and I repeated that we’re not comfortable with it. He said it’s fine, and they would send the report like that and the final decision would be up to the letting agent.Later, the letting agent called to say The Letting Hub was rejecting our application because we didn’t do Open Banking and that they wouldn’t accept a guarantor or another reference from the company. They told us the application would be withdrawn if we didn’t agree to Open Banking. We’re a family of 4 with two weeks to move with no options.

P M.

I don't even know where to start. The most bizarre, insanely frustrating experience i can remember. DO NOT DEAL WITH THESE ABSOLUTE INCOMPETENTS.
The whole thing is pointless and doesn't work. You submit requested info, only to be asked for more to be uploaded and yet there is no way to upload. Weeks of back and forth, we couldn't get anything done. I was guarantor for my daughter who needed a place for her final year of university...she's had to start the search all over again. Look at the reviews...They will cut and paste a ridiculous response to this as well I expect insinuating its everyone else's fault.
If you are asked to submit anything to them, don't...who knows where it ends up? I wouldn't trust them with an empty crisp packet. How businesses like this exist i will never know

Alex D.

100% echoing K Emily’s review – this company is a complete nightmare.

I was forced to use them because the letting agency required it, but the process took two to three times longer than it should have. The portal link they provided didn’t even allow me to upload the requested documents. Despite asking repeatedly for help, I never got a response – only endless automated “urgent request” emails several times a day.

In the end, I had to re-send highly sensitive documents by email over and over. I completely lost trust in how my information was being handled. They also pushed me to connect my online banking for “faster checks,” but given how disorganised everything was, I had zero confidence in their security.

They even contacted my and my partner’s HR referees (who confirmed all the information by official work email, contract, and payslips) but then claimed they hadn’t received anything. HR re-sent, yet the company then insisted they needed to speak over a landline only. My HR team works remotely with mobiles and work phones (07 numbers), but apparently that wasn’t “acceptable.” Completely absurd.

None of my emails or updates were ever reflected in the application, communication was impossible, and the whole experience was just an endless cycle of incompetence. I’ve never dealt with such a frustrating company before. Unfortunately, I had no choice since the agency uses them, but I’ve raised this feedback with the agency too.

⚠️ Avoid this company at all costs.

Evelyn E.

Sarah was absolutely fantastic, got both mine and my partners referencing form done in minutes, which is fantastic considering our irregular circumstances. She was happy to help with anything we needed, and was polite and did everything according to policy and checked that we understood and consented to all the necessary requirements.