Gem Lettings
St Albans, AL1
3.4/5, 23 reviews
61% recommended
85% lettings valuation accuracy
89% lettings fee satisfaction

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“DISGRACEFUL CUSTOMER SERVICE...”

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Mar 04,2019
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Gemma
By: 'Suji'
Mar 04,2019
4 people found
this helpful
I have rented a property though Gems letting from May 2018 until Feb 2019 in St Albans. The only time Gemma treated their customer well is when you initially sign up but once you have in the property, the service is extremely poor. I had to leave after 8 months as I was needed more space for an additional family member but she would not let me terminate my contract so I had to give my new landlord two month notice. During the period I asked for certain help and only some were done in a timely manner. The main problem started when I was about the leave the property. Gemma acted very unprofessionally telling me that she will let in someone to view the property in our absence as she had a spare keys which I declined. Also when we left the property in a very good state, Gemma would work with the landlord to squeeze every penny possible out your deposit, despite what the inventory says. She would tell me in an email not to "not to worry about these" then tell me I have to pay. She will be on the landlord side when you leave the place as she would want to continue business but would not care about current tenants. Disgraceful. When you wanted to call and talk about issues, she would not pick up the calls intentionally and tell me "STOP RINGING ME” I have these messages in my phone.

I have been renting for several years but this must be the worst agent/person I ever had to deal with. I would avoid Gems Letting at any cost- absolutely the worse estate agent you can possibly find on the market.
Comment on agent fees
AGENT FEES ARE BAD FOR THE SERVICE THEY PROVIDE
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By: Gemma O'Sullivan
Mar 04, 2019
This is untrue:
- The Tenant wouldn't give access for viewings
- The Tenant left the property in worse condition than when they moved in and didn't want to pay for the damage.

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Latest Reviews

View all Reviews 23
7th Nov 2021
reviewed by 'Ferhat'
“We called Gemma for a property in St Albans and asked her specifically if there was any official views or ......”
9th Jun 2021
reviewed by 'Hannah'
“Terrible - unprofessional, useless - how can they find you a tenant when they don't answer the phone! . Don't use ......”
5th Mar 2021
reviewed by 'Christine'
“Gemma has been a very prompt and responsive agent, with nothing ever being too much trouble. Polite and friendly, dealing ......”
17th Feb 2021
reviewed by 'Michael'
“Gem Lettings has been great. Gemma herself is always responsive and helpful over the last 5 years we've been dealing with ......”
6th Jan 2021
reviewed by 'amyliz1208'
“My husband and I used Gems Lettings to let out our 2 bedroom flat. We were really happy with how quickly ......”
2nd Dec 2020
reviewed by 'Elizabeth'
“I have let my property with Gem Lettings for 6 years and have been very happy. Gemma and her team are ......”
Opening Hours
  • Monday: 09:00 - 17:30
  • Tuesday: 09:00 - 17:30
  • Wednesday: 09:00 - 17:30
  • Thursday: 09:00 - 17:30
  • Friday: 09:00 - 17:30
  • Saturday: Closed
  • Sunday: Closed
Address

Gem Lettings
17 Holywell Hill
St Albans
Hertfordshire
AL1 1DT
01727 750122

update staff | update details

Performance statistics
Services Valuation Accuracy Fees Satisfaction Min Price of property reviewed Max Price of property reviewed
Lettings 85% 89% £800 £2,000
Review statistics
From Landlords From Tenants From Vendors From Buyers Other
9 2 5 4 0 0 0 0 0 3
Areas covered
  • AL1
Services offered
  • Sales
  • Lettings
    •
  • Block Management
  • Surveys
  • Conveyancing
  • Mortgage Advice
  • Home Builder
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Latest Properties

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“We are not commercial objects...”

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Nov 07,2021
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Gemma
By: 'Ferhat'
Nov 07,2021
0 people found
this helpful
We called Gemma for a property in St Albans and asked her specifically if there was any official views or offers from anyone else as we were desperatly in need of a place for our family. She said no, you can come and view it, ...
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By: Gemma OSullivan
Nov 07, 2021
View all comments (1)
I’m so sorry but the Landlord decided to go for someone else. We had a lot of interest in the property and we always let the Landlord’s choose. As mentioned we have other properties coming up and are always happy to try and help but it’s a very competitive market at the moment. ...

“Terrible - unprofessional, useless...”

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Jun 09,2021
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By: 'Hannah'
Jun 09,2021
0 people found
this helpful
Terrible - unprofessional, useless - how can they find you a tenant when they don't answer the phone! . Don't use GEM...
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“Gemma has been a very prompt and responsive a......”

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Mar 05,2021
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By: 'Christine'
Mar 05,2021
0 people found
this helpful
Gemma has been a very prompt and responsive agent, with nothing ever being too much trouble. Polite and friendly, dealing speedily with maintenance issues, and quick at getting renewals of lettings. We have no hesitation in recommending her....
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“Gem Lettings has been great. Gemma herself is......”

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Feb 17,2021
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By: 'Michael'
Feb 17,2021
0 people found
this helpful
Gem Lettings has been great. Gemma herself is always responsive and helpful over the last 5 years we've been dealing with her. The tradesmen they use are friendly and professional and have carried out high quality repairs when we have needed anything fixed. Highly recommended!...
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“Very good and thorough customer service...”

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Jan 06,2021
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Gemma
By: 'amyliz1208'
Jan 06,2021
0 people found
this helpful
My husband and I used Gems Lettings to let out our 2 bedroom flat. We were really happy with how quickly she found someone to fill the tenancy and also the quality of the tenants she found. We were very happy with the service she provided ...
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“I have let my property with Gem Lettings for ......”

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Dec 02,2020
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By: 'Elizabeth'
Dec 02,2020
0 people found
this helpful
I have let my property with Gem Lettings for 6 years and have been very happy. Gemma and her team are very helpful and a great support to landlords. They sort any issues for tenants promptly and communicate well. Additionally we have had hardly any gaps ...
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“Highly professional service in St Albans...”

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Nov 20,2020
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Nicholas
By: 'Nicholas'
Nov 20,2020
0 people found
this helpful
Have used Gemma twice in recent years and she has provided an excellent service on both occasions. Last month she provided very sound letting advice, found excellent tenants for my property in central St Albans within a week and managed all the administration speedily with ...
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“Absolutely fantastic experience...”

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Oct 13,2020
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Gemma
By: 'Stuart'
Oct 13,2020
0 people found
this helpful
Absolutely fantastic experience with Gem lettings, we were with Gem lettings for roughly 7 years, Gemma always resolves any issue within the properties promptly. Gemma also had to deal with an extremely delicate situation, this was with an extremely volatile and intolerant Neighbouring landlord, who was ...
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“Gem Lettings, St Albans...”

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Oct 13,2020
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Gemma
By: 'Russell'
Oct 13,2020
0 people found
this helpful
Having used Gem Lettings for a number of years on a number of properties i would highly recommend them. From finding me very good tenants, to on time payments and keeping me updated with any issues, the service was excellent. A very professional service and ...
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“Highly recommend Gem Lettings...”

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Oct 13,2020
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Gemma
By: 'Amy'
Oct 13,2020
0 people found
this helpful
I have used Gem Lettings for a number of years and found the service received from Gemma both professional and efficient. Having fully trusted Gem Lettings to find the most reliable and trustworthy tenants, I will continue with confidence that all tenants are vetted and ...
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“Horrifying...”

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Oct 12,2020
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Gemma
By: 'BW'
Oct 12,2020
2 people found
this helpful
We had previously worked with Gemma at Gem Lettings to let our house but the tenants she found us were nothing but trouble and the documentation used was shoddy, so we moved to renting privately. As it turned out, Gem Lettings manages a property which ...
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By: BW
Oct 14, 2020
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"Completely untrue"? Hmm. I understand defamation law well enough to make sure everything included in the above review was objectively correct and often demonstrable through emails exchanged. I have emails from Gemma on this subject from 2017, 2018, 2019 and 2020 which I'd be happy to upload to avoid any doubt. Whether complaints about a tenant came to Gem Lettings through our tenant or from me (their landlord) is irrelevant. The facts are, complaints were received by Gem Lettings over an ...

“The Perfect Agent...”

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May 02,2019
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By: 'Katie'
May 02,2019
0 people found
this helpful
I was a tenant managed by Gemma. She was amazing. When we ended our tenancy she was really flexible with us and made sure to give as much notice as possible for viewings when we were in. We got our full deposit back thanks to ...
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Comment on agent fees
standard for industry
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“DISGRACEFUL CUSTOMER SERVICE...”

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Mar 04,2019
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Gemma
By: 'Suji'
Mar 04,2019
4 people found
this helpful
I have rented a property though Gems letting from May 2018 until Feb 2019 in St Albans. The only time Gemma treated their customer well is when you initially sign up but once you have in the property, the service is extremely poor. I had to leave ...
read full review
Comment on agent fees
AGENT FEES ARE BAD FOR THE SERVICE THEY PROVIDE
Feature review Comments (1) Report abuse Print review
Was this helpful? Yes
By: Gemma O'Sullivan
Mar 04, 2019
View all comments (1)
This is untrue: - The Tenant wouldn't give access for viewings - The Tenant left the property in worse condition than when they moved in and didn't want to pay for the damage. ...

“Outstandingly friendly, helpful and efficient service...”

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Jan 28,2019
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By: 'Sarah'
Jan 28,2019
0 people found
this helpful
I've been a tenant in rental properties for a good part of the last 35 years and I can honestly say that Gemma at Gem Lettings is the best agent I have ever dealt with. Nothing is ever too much trouble. Problems that other agents would ...
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Comment on agent fees
Fair and in line with the local market
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“Unprofessional...”

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Dec 11,2018
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By: 'ECYou'
Dec 11,2018
1 people found
this helpful
I used Gem lettings to let my property for around 4 years. All was fine until a problem arose with tenants, then Gemma seemed out of her depth and became very unprofessional....
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Comment on agent fees
Low fee
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“Excellent service...”

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Nov 10,2018
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By: 'G'
Nov 10,2018
1 people found
this helpful
For the past six years we have been letting properties through Gem Lettings. Before that we let through a well-known high-end national agency. We are very glad we changed agency. Gem Lettings deals with matters far more swiftly and efficiently. The service is personal, professional ...
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Comment on agent fees
Very reasonable compared to other agencies.
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“Positive & pleased...”

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Nov 08,2018
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By: 'Laura'
Nov 08,2018
0 people found
this helpful
Gemma has been letting my property for over 3 years and to date I have only positive comments on her service. I cannot comment on her service over other letting agents as I have had no need to try others. Gemma has made sure my property ...
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Comment on agent fees
Fees are competitively priced for the area.
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“DO NOT USE!!...”

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May 22,2018
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Gemma
By: 'Brian'
May 22,2018
2 people found
this helpful
Requested to view a property through Gem Lettings and dealt with Gemma O'Sullivan directly. After viewing the property we decided we would like to rent the flat. We met the landlord during the viewing and him and his wife were really nice and very friendly. ...
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Comment on agent fees
Her fees are shocking considering how bad the level of service is.
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“I was looking to rent a property, initially on the ......”

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Jan 09,2018
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By: 'SHOCKING!!!!!!!!!'
Jan 09,2018
4 people found
this helpful
I was looking to rent a property, initially on the phone setting the appt up Gemma was very pleasant and efficient..........however due to myself running late from another viewing i had been on and the lovely M25 i had to let Gemma know, she ...
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Comment on agent fees
NA
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“We used Gem Lettings to rent out our flat - ......”

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Nov 01,2017
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By: 'Tom'
Nov 01,2017
0 people found
this helpful
We used Gem Lettings to rent out our flat - the service was nothing but exceptional. She was quick and efficient - we have nothing but positive feedback about the whole experience!...
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“Efficient friendly service. In a competitive market Gemma stands out ......”

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Sep 12,2017
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By: 'John'
Sep 12,2017
0 people found
this helpful
Efficient friendly service. In a competitive market Gemma stands out as being resourceful and competent. Once we'd decided to rent the property we were in very quickly in regards to referencing. Some agents seem to take forever....
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Comment on agent fees
Fees are level with everyone else.
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“Used in 2016/2017: My partner and I were looking to rent ......”

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Mar 02,2017
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By: 'Professional'
Mar 02,2017
4 people found
this helpful
Used in 2016/2017: My partner and I were looking to rent a property in St Albans and found a really nice one online. Unfortunately it was being let through Gem lettings. We met Gemma, the lady behind the agency and had our viewing. Despite a weirdly ...
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Comment on agent fees
No sale made, so no fees.
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“In November 2013 we enquiries about letting a house in St ......”

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Nov 22,2013
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By: 'Gem'
Nov 22,2013
8 people found
this helpful
In November 2013 we enquiries about letting a house in St Albans. We were very keen to rent this house as it was a good size and perfect location. After several attempts my wife managed to get an appointment for a viewing. On the day of ...
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What agent could do to change your mind?
Nothing..! The trust in between customer and agent has been broken.
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Vendor Fees

No fees set.

Landlord Fees

from 6%+VAT

Tenant Fees

No fees set.
Last updated at 19/10/2022, 4:12 PM by Gemma osullivan
Kindly note that legally, letting agents need to publish information about their tenancy fees, government-approved redress schemes and client money protection schemes on their website and on third party websites (on which agents are listed). For properties to lease/rent in England, agents need to keep this information up to date and precise on allAgents or specify within the property description.

Complaints Procedure

No procedure set.
Last updated at 3:12 PM 19/10/2022 by Gemma osullivan

Awards won by Gem Lettings, St Albans AL1 1DT



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