Review Time
This has been one of the most disappointing experiences I've ever had. I became a tenant through a mutual exchange, but the property is in a converted house in Blackheath, London. The flat literally vibrates! This was something I couldn’t notice during the visit since the vibrations occur sporadically. Every room in the flat feels and sounds the vibrations. The response from the service has been extremely slow; the surveyor was clueless and now they claim they can’t determine a solution until they investigate further. Another surveyor has been arranged, but there’s no timeline for when this will be addressed, and they refuse to discuss rehousing options despite the constant vibrations! This situation has persisted since June 2025. Moreover, they are very slow in addressing repairs for essential issues like the toilet or shower! I have lost trust in this housing association. If you are thinking about renting a converted house in London, I strongly advise against it; they do not maintain these properties!
My experience has been extremely disappointing and distressing. My home was advertised as Intermediate Market Rent, but I later faced a rent increase of over 55%. The organization has acknowledged errors in advertising and tenancy management, yet no remedies have been provided. My concerns have been framed as personal issues rather than administrative failures. Senior management presented my situation as a choice between accepting the current terms or finding alternative accommodation, disregarding the impact of their misinformation on my family’s stability. The power dynamics between residents and the housing association are concerning, and accountability is lacking. I urge anyone considering renting to secure all terms and documentation in writing, as addressing errors can be quite challenging.
I submitted a complaint to customer service that was returned, indicating they are not part of the organization. There’s no warden available to report to, and no staff present. Chairs have been removed from the communal area, causing me considerable distress, and I was without hot water for a week. At my age, this was supposed to be supportive sheltered housing. There hasn’t been a warden for over a month, and the removal of chairs from the foyer prevents me from waiting for my laundry to dry there. The care provided is utterly neglectful.
The marketing materials and initial presentation were appealing. However, over the years, the experience has been quite poor and disheartening. Many residents have faced significant issues such as leaks, faulty wiring, and security problems. The organization avoids taking responsibility, making it a struggle to get issues resolved. Even when problems are proven, they often insist on leaving things as is. Their standards are alarmingly low. The property management has been ineffective, allowing communal areas to deteriorate and ignoring serious issues. Service charges have skyrocketed, becoming unaffordable for many. There are consistent billing errors that require considerable effort to rectify. It feels like they intentionally overcharge for profit. Communication with upper management has been dismissive, reflecting a concerning focus on profit over resident care.
My experience with the organization has been extremely disappointing and distressing. My home was advertised as Intermediate Market Rent, but after moving in, I faced a rent increase of over 55%. They have acknowledged errors in the advertising and management of my tenancy, including incorrect documentation. However, the consequences of these errors remain unaddressed. My concerns have been reframed as personal issues rather than administrative failures. Management presented my situation as a choice: accept the current terms or find alternative housing, ignoring the fact that my decisions were based on misinformation. The power imbalance between residents and the large housing association is troubling, and accountability seems absent. I encourage anyone considering renting to request all terms and documentation in writing, as obtaining remedies for errors is challenging.
The housing ombudsman has reported significant levels of severe maladministration within the organization, indicating that it has caused considerable distress to residents. This reflects a troubling culture of misconduct and a failure to uphold responsibility at all levels for a prolonged period. The report highlights serious moral failings in the leadership.
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