Review Time
I am writing to make a formal complaint regarding the unacceptable delay in repairing my toilet seat, which is creating a serious risk of injury.
I have only just returned home from hospital, where I was treated for a musculoskeletal (MSK) condition. Due to my current physical condition, I am at high risk of falling and injuring myself. At the same time, my toilet seat broke. Using an unstable toilet seat is extremely dangerous for me and could easily result in a fall, serious injury, or hospitalisation.
I contacted Peabody immediately to request an urgent repair, as the original installation was faulty. Peabody arranged for MPT Subcontractors to attend. Their technician, Anthony, attended the property but informed me that his manager, Steve, had not authorised him to carry out the repair, and therefore he could not fix it.
I then contacted the Peabody repairs department again and was given the contact details of Kevin, who installs toilet seats for Peabody. I clearly explained that this was an emergency situation due to my health condition and that the repair was urgently needed. Kevin promised to call me back, but failed to do so. Despite repeated attempts to contact him, I received no response. Yesterday, he stated he would get back to me by the end of the day, but once again failed to do so.
This lack of action is completely unreasonable and unacceptable, particularly given the clear health and safety risk involved. I am now left in a desperate situation, unable to safely use my own toilet.
If I were to suffer an injury as a result of this delay, Peabody would bear responsibility for failing to act on a clearly reported health and safety hazard.
I therefore request immediate action to resolve this matter without further delay. Please treat this as a formal complaint and urgent repair request.
WORST HOUSING ASSOCIATION EVER
- Ive had an active leak for months which they ignored, has now caused severe black mould which is still being ignored !
- Boiler broke on Friday morning it’s now Monday morning and me and my 3 children have been without hot water and heating and they refuse to move us to temporary accommodation until it’s resolved.
- Refuse to do anything to help there residents whatsoever, I’ve had to get a solicitor and involve environmental health to reach out to them due to there on going negligence.
I could go on for days, will be taking this to the newspaper also
I filled out an online form about some issues I encountered with the online payment system for my rent over the weekend. My inquiry was addressed within 24 hours. The customer service representative was courteous and supportive, and I received a reference number via email for any further communication if needed. Overall, my experience was very positive!
The organization is simply too large and lacks adequate staffing, with many employees seemingly having the right qualifications but fundamentally disliking tenants. The repair service has consistently been disorganized, leading to significant financial losses due to staff not listening or having comprehension issues. My newly constructed bathroom plumbing has had minor issues since the start, and three weeks after reporting it, I received a call asking when someone could check my LEAKING BATH! The bath wasn’t leaking, yet they let a brand new bath on the sixth floor remain unattended for three weeks! After several attempts to clarify, I was told to "clean the plug hole." There seems to be an underlying expectation that tenants are incompetent and often unclean. Many tenants have faced issues with a faulty hot water valve; my hot water was at 27C for three months before I had to raise my voice for it to be addressed. Tenants are forced to pay separately for communal heating and hot water with a daily fee (regardless of occupancy) of 70p, in addition to a separate charge for all other electricity from a different supplier: mine adds another 50p daily. That’s £1.20 per day just to be connected to electricity. The communal system is exorbitantly priced (I used to pay around £40 monthly for gas and electricity together in my previous residence, but now I pay around £200 monthly) and erratic. I take daily meter readings that show I can spend £5 one day and £1 the next without any significant change in usage. Underfloor heating may sound appealing, but it’s the most costly option available in the UK. Such expenses are literally unmanageable for the most vulnerable, elderly, or disabled tenants. Our service charge includes the use of two lifts. Since the building was completed, only one lift has been operational, yet we still pay for both. The organization relies on many tenants utilizing housing benefits—Council Tax payers are essentially covering the cost of two lifts when one has never functioned, exemplifying the dismal exploitation of both rent and housing benefits. While individual staff members are generally helpful in person and their intentions seem good, the practical execution of processes is unpredictable. The only way to achieve results is through constant escalation. Given the inefficiency of processes, tenants often distrust the staff, and unfortunately, many employees seem to openly dislike tenants. A significant amount of money is wasted because individual repair staff do not face repercussions for their poor record-keeping; the systems are overly complex and, fundamentally, too many employees harbor negative feelings towards tenants. Edit in response to the organization's reply:
Thank you for your response, but it feels like a standard reply to all reviews. From extensive experience, I can assure you, and anyone reading this, that this feels performative rather than genuine. I understand this is your job—one that AI may eventually take over—and that you have no real authority. That must be disheartening for you, but it does not help tenants and does not absolve the organization of its responsibilities.
I have yet to receive any response regarding my complaint that was supposed to be escalated. The company promised a follow-up within 5 days, but that hasn't happened. This is part of a larger issue where many promises have been made without any action taken. I'm increasingly worried about fire, health, and safety, which is causing significant concern.
The website has been down all day. When I attempt to log into my account, I receive a message stating, 'We’re unable to retrieve your details at the moment. We apologize for any inconvenience. Please try again later, and if the issue continues, please contact us.'
Residents feel neglected as it seems like machines are handling everything rather than real people. My repair appointment was set for the 5th, but on the 3rd, I received a call for an unexpected visit. When they claimed they couldn't access my home, it was frustrating. Communication has been poor, and the stress is overwhelming, especially for those of us with health issues. There needs to be serious attention to complaints, particularly for vulnerable tenants.
I've been trying to sell my property for over a year. After the first buyer withdrew, I lost another offer. I've now sold it elsewhere, but the process has been terrible. Three months later, I'm still waiting for essential documentation. The checks required are excessive and unnecessary since solicitors do the same. I feel like I'm about to lose this sale too. Communication has been poor, and responses are delayed. I'm baffled by the lack of efficiency in the process.
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At Peabody, we look after 108,000 homes, with 220,000 residents across London and the Home Counties. We also provide care and support services for more than 26,000 customers.
Our mission is to provide quality homes and help build communities and neighbourhoods. We’re focused on getting the basic right - keeping homes safe, comfortable and well-maintained. But we also want our residents to feel our support when they need it most.
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