Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 1/5
GoogleIn January 2024 our property manager, Ashleigh Pearson, forwarded communications from a company claiming to be the debt collection company, Newlyn PLC.
The email she forwarded looked suspicious, but I contacted Croydon council directly anyway who confirmed that I was not in arrears. Ashleigh refused to believe me or take my advice to ignore the email as it was clearly a generic phishing attempt (I explained to her that the email address was suspicious and there were no specific details in the email relating to my council tax account).
Despite this, months later she continued to chase me on behalf of the same scammers, insisting they were legitimate because she had spoken to them on the phone and they “had our company details”. She then urged me to speak to their enforcement agency in person when they were supposedly due to visit the flat at the end of the week. When I asked, she confirmed she had given them my flat address. In the end, no agents came.
While scams are unfortunately common, it is deeply concerning that a property manager could not recognise such an obvious attempt, nor take the reasonable steps to verify the situation properly. This caused me unnecessary stress and wasted a significant amount of my time, but what if this had been a tenant who is elderly or more vulnerable?
This was not an isolated issue. There were also ongoing problems with Ashleigh’s poor communication, inadequate notice for maintenance appointments, and scheduling appointments that we ensured we were available for, but which never materialised.
Overall, we found it a very poor experience to have our tenancy managed in this way. Although Ashleigh Pearson had left the company towards the end of our tenancy, I would urge Complete Prime Residential Ltd to improve their hiring and training standards going forward, as this level of professionalism is just not acceptable.
Based on this experience and having to escalate the matter to the DPS dispute resolution service after Complete tried to deduct a FULL end-of-tenancy clean from our deposit after we had already had the flat professionally cleaned (thankfully, DPS resolved this fairly), I would strongly advise others to avoid dealing with this company.
Kyvi · 29 December 2025
Agent replied · 14 January 2026
Dear Kyvi,
Thank you for taking the time to share your feedback, and please accept our apologies for the distress and frustration caused. We are sorry that your experience did not reflect the standard of service we aim to provide.
Supporting our clients is central to our role, and the situation described is not representative of our usual approach. We take potential phishing and fraudulent communications seriously and aim to act in good faith by guiding clients to the appropriate authorities to verify information. We acknowledge that this caused unnecessary concern and regret the impact it had.
We operate an ongoing training programme to upskill our team, including awareness of phishing and fraud, to continually improve how we support our clients.
Your comments regarding communication, appointment management, and the end-of-tenancy process have been noted and are used to review and strengthen our internal practices.
Kind regards,
The Complete Management Team
★★★★★ 1/5
GoogleScam and neglect: Landlord - managed property review: Tenant was over 2 months in arrears and company failed to inform us, we had to chase them to make inquiries. We were charged management fees on DHP until the tenant left. Several months returning possession and terminating our relationship with Complete, the attempted to double charge us management fees for a past period the tenant was in arrears presenting us a statement/bill half a year after we have terminated the tenancy and relationship with their company. It took them 2 months to pay us the final settlement (deposit withheld due to arrears plus holding balance) only to generate a bill asking for duplicated charges over past periods. A red flag for a potential fraud company attempting to skim money beyond its contractual agreements. Recommended to avoid!
Aris · 28 November 2025
Agent replied · 28 December 2025
Dear Aris,
We’re sorry to hear that your experience did not meet expectations. We acknowledge that communication during the arrears period could have been better, and we apologise for this. The legal timelines for serving notices and completing deposit adjudication are set by statutory processes, which we are unable to expedite, but we understand the delays were frustrating.
For clarity, the full deposit was applied toward the arrears, and although a cleaning cost was incurred, we have covered this ourselves. Regarding the management fees shown on the refunded rent statement, these are not applicable charges, and we are currently reviewing this to ensure the account is fully accurate.
We take this matter seriously and are reviewing it internally. If you would like to discuss anything further, we are happy to do so directly.
Kind regards,
The Complete Management Team
★★★★★ 1/5
TrustpilotDo not rent from this company
I'm shockingly disappointed with this company. They allowed myself and my boyfriend to move into a property that was only vacated the day prior with zero cleaning, maintenance or decorating work to be completed. The property was given to us with blocked, smelling drains, numerous maintenance issues, food remains in cupboards, huge marks and damage to nearly every wall in the apartment. That is only a small amount of the issues we are dealing with. We were never properly introduced to our property manager, we had to ask how to file maintenance issues and even where to send our rent to! We have had the keys for 5 days so far and the property remains inhabitable despite our best cleaning efforts as complete have promised cleaners to attend the property which has not happened. We were also greeted to a leaking plug socket. Yes, water dripping inside a kitchen plug socket that was leaking onto the counters. A contractor supposedly looked at this while we were in work but we have been given no updates 2 days on even though it is an emergency and it is making the property even less habitable. It is impossible to speak to someone over the phone and when you do, they do not listen to you and only want you off the phone. They ask you to then send over the issues via email that they ignore. Furthermore, the day before we were due to move in, Ben Pearson sent myself an email claiming we had only paid half the move in monies (we had paid everything a month prior) when I spoken to Ben regarding this, I was met with a shocking attitude and the excuse he had been on annual leave. The annual leave excuse then continued as to why the property had not been cleaned. I think complete need to reassess how they manage their workload when people are on annual leave. Ryan hasn't been much help either as he has promised call backs that never happened. I have had to chase every response. The only slight bit of hope in this situation is Kirsty. Kirsty thankfully actually listen to me, understood how bad the situation was and gave me some real advice. Thank god someone at complete has customer service skills and empathy. Unfortunately I will have to take the above issues further as none of them are resolved. I would not recommend this company.
Guest · 10 September 2025
Agent replied · 26 September 2025
We are very sorry to read your review and that your move-in experience has not met the high standards we set ourselves at Complete. Please be assured that we take your concerns seriously and our senior management team, including our Managing Director, is now personally overseeing this matter.
As a business, we are committed to providing professional and reliable property management across all of our markets, with clear communication and timely support for both landlords and tenants. We have already arranged for specialist contractors to attend and address reported issues, and will continue to follow up to ensure everything is resolved.
While we cannot go into the specifics of your case publicly, we want to reassure you that this matter is being managed in full and we remain dedicated to achieving a satisfactory outcome.
Thank you for raising your concerns, your feedback helps us continue to improve our service.
Kind regards,
The Complete Team
★★★★★ 5/5
GoogleShamira couldn’t have done more for us with both moving in and out of our flat - Shamira was brilliant and constantly fed us information, kept us updated and easily contactable when needed
We then dealt with Ben at a different property managed by complete and he was also excellent throughout - he particularly excelled when our property purchase fell through a week before completion and he was able to negotiate quickly and successfully with our landlords to carry on on a rolling contract when we had already handed our notice in
Matt · 14 April 2026
★★★★★ 5/5
TrustpilotComplete satisfaction
As a landlord I rely on Complete for timely advice and follow-up on tenancy arrangements and ongoing maintenance and repair issues. I have been completely satisfied with the service provided by the company, in particular Safiyya and Katie, over the period of the current tenancy, both in managing the flat and helping me to apply for a licence to let the property, which is a local council requirement.
Jonathan · 28 November 2025
★★★★★ 1/5
GoogleAwful experience. When I moved in my bed was broken and it took them nearly a month to replace it, after chasing them multiple times, they then refused any sort of reimbursement whilst I'd just payed my deposit and a month's rent and wasn't even able to sleep there for most of the first month. That doesn't stop them trying to hold onto some of our deposit because they said we left 'dust'. We moved in to find cobwebs, grime and dirt, We massively improved the cleanliness and they served an eviction notice 4 months into the tenancy (no-fault eviction) and showed zero empathy, just made our lives harder as still they tried to hold onto our deposit, took over 2 months to get it back whilst our lives had been turned upside down by the shock eviction. They look days, sometimes weeks, to reply to emails, I often called again and again to be able to speak to someone. Trying to squeeze money out of 3 young people working in London after being evicted. Hugely stressful experience. Tenants be careful! Take photos and videos of EVERYTHING on your first and last day, they will try and steal money from you no matter how clean you leave it.
Claire · 28 November 2025
Agent replied · 28 December 2025
Dear Claire,
We’re sorry to hear that your experience was not as positive as we would have hoped. The decision to serve notice on the tenancy was made at the landlord’s instruction, under the break clause outlined in your tenancy agreement. We understand this can be disappointing, but we’re obliged to act in line with the landlord’s wishes.
Regarding the deposit, this was processed in accordance with the independent check-out report and agreed deductions for items beyond fair wear and tear. As with all tenancies, any disputes can be raised through the Deposit Protection Service (DPS), which provides a fair, impartial review for both parties.
We appreciate your feedback and will continue to use it to improve communication and support for our residents.
Kind regards,
The Complete Management Team
★★★★★ 5/5
GoogleAs I have completed my move out, I wanted to take a moment to personally thank Ashleigh Pearson for all of her help and support over the past two years. Her professionalism, quick responses, and willingness to assist with any issues have made my time here truly enjoyable.
I’ve really appreciated her guidance and assistance throughout my tenancy, and it’s been a pleasure working with her. I’m grateful for how smooth everything has been, and I wanted to express my sincere thanks.
Wishing you and the agency all the best, and thanks again for everything!
Noel · 10 April 2025
★★★★★ 5/5
TrustpilotI highly recommend Safiyya El- Moumane…
I highly recommend Safiyya El- Moumane as an exceptional Property manager! She has been incredibly responsive and prompt in addressing any issues I encountered with my flat. Safiyya's proactive approach and dedication made my experience seamless, and I truly appreciate her professionalism and support. If you are looking for someone who genuinely cares about her clients and goes above and beyond, Safiyya is the perfect choice! Thank you for all your hard work, Safiyya!
Haneesha · 19 May 2025
★★★★★ 1/5
GoogleHorrible experience with them while getting your deposit back. It has been nearly 2 months that our tenancy ended with them and still they have not given back my deposit.
Our property manager Jessica has been highly unprofessional just trying to deduct maximum deposit from us. Once we got to an agreement on the cost of deductions, she said that it did not include the labour charges so now you will have to wait further days to get a new quote. What kind of professionalism is this? If you are giving a quote for a repair without mentioning that labour will be extra then it means that it includes all costs.
It seems like that they just want to deduct maximum deposit money so be careful everyone because once you agree to some amount they will come back and say that it is not the correct one and we will add more.
Yumna · 10 June 2023
Agent replied · 11 June 2024
Hello Yumna, we are sorry that you feel this way. We have looked into your situation with Jessica and it seems that your deposit deductions are based on the independent check out report. In this report the particular issues highlighted are common practise to be the tenants liability. The Property Manager has been in communication at all times and also takes instruction from the Landlord on all proposed deductions. If you would like to further discuss this issue, please do not hesitate to contact us directly.
★★★★★ 2/5
GoogleMy experience with Jessica Avalos as an estate agent was extremely disappointing. Her lack of communication and poor service left me feeling unsupported and frustrated. Her responses were consistently last-minute, causing unnecessary stress and uncertainty. Additionally, her overall level of service was subpar, with delays and misunderstandings. I would not recommend Jessica as an estate agent due to her lack of professionalism and accountability.
Due to Jessica's shortcomings, I was left without a flat to move into, causing significant inconvenience and financial strain. As someone who had recently relocated from another country, this was an incredibly stressful situation that could have been avoided with proper communication and diligent service.
Noga · 10 June 2023
Agent replied · 11 June 2024
Hello Noga, we are sorry to hear of your situation. Rest assured we are reviewing the complaint and you will be communicated with directly on a resolution. If there is anything else please don't hesitate to contact us at marketing@complete-ltd.com.
★★★★★ 5/5
GoogleOverall great experience. I cant believe how smooth the process was. Reni and the team managed everything for us. they communicated well and helped us through. Having never sold before, we did not know what to do next and Reni made it very easy for us. We were really happy with the short amount of time it took and how Reni negotiated up a low offer. Thank you
Paul · 28 March 2025
★★★★★ 1/5
GoogleWe were robbed.
Rarely I bother posting negative reviews on Google as I find it a waste of my own time and effort, but I do it, because I'm still in pain after being simply scammed by this company.
The service provided was very poor, but nowadays it hard to expect much better anyway, but it's impossible for me to believe all the positive reviews, while there always will be some people happy, it still would be a vast minority, so I will boldly claim that these reviews are fake. I don't have hard evidence for that, but I speculate that if it took them so much time during 3 years, every single time to address any damages at the property and they were very often so unprofessional with any dealings with us, very often impossible to reach; so I'd never could believe, so many real people could have an experience so vastly opposed to ours.
Now back to my point, which is the scam. If you, despite reading this review or because you're reading it too late, decide to go ahead and rent a property from them, please don't use THEIR deposit scheme, as you will voluntarily agree to their future decision and won't have a chance to challenge it. Complete, together with the deposit scheme, took away a huge chunk our deposit, mainly for a gas bill and professional cleaning, though their ridiculous claims for damages (water stain on the sofa) and missing items (a plastic mop at the end of 3 years long tenency), were rejected, even if only to try to pretend not being biased.
So we've been robbed for nearly £500 for a gas bill, that appeared only after we already left a property from some company that we never heard of before, backdating for over a year of tenency. Deposit scheme company, conveniently rejected our refusal to pay, but didn't address the above at all.
Over £300 was stolen for, allegedly, professional cleaning, after the contract didn't specify need for professional cleaning only cleanliness to a standard met at the check in to property. After we spend days cleaning the property to the standard actually higher than when we've first rented it. There was discolorations on the toilet and on the sofa (for which complete tried to charge us twice, once for cleaning and once for damages), which could easily be attributed to natural wear and tear, but the deposit scheme company, again didn't agree and conveniently didn't address how it is not so. We could have paid over £100 for "professional" cleaning with a receipt stating that it's a professional cleaning, but because we did it once before and the cleaning was highly unsatisfactory we decided to clean ourselves to a better standard, which unfortunately wasn't appreciated, neither by the landlord of 26 Emerald House in Croydon, nor by the greedy types from Complete Prime, who knowing their relationship with the deposit scheme, quickly smelled blood and went after it. The receipt for £320 was issued by a cleaning company that Complete admits have a good relationship with and which they even recommended is to use. We actually did try to use their services, but conveniently they said the didn't cover Croydon, despite Complete Prime knowing them so well and recommending them. Clearly they take a part in the scam and one can only wander how many people they scammed. Complete and the landlord, also initially tried to add to their scam, by trying to blame us and claim money for damages to window that were already there when we first moved in, giving up only after we found this evidence, otherwise we'd have to pay.
To sum up, I can publicly say with clean conscience, that vast majority of complete agents have never even heard of a meaning of a word "integrity" or "honesty", same goes for the landlord. It takes me lot of time to write, despite the fact I will never get our money back and that most of complete's future victims either won't read it or read it to late, but it's still, in my powerlessness, only thing I can do and would give me some satisfaction to know that some day at some point, at least one potential client will change their mind upon reading this review.
Krzysztof Chyliński.
Krzysztof · 10 June 2022
Agent replied · 11 June 2024
We are very sorry to hear that you have had this experience and while we can’t provide detailed commentary on all the areas mentioned in your complaint due to confidentiality however kindly see the following which will hopefully provide you with more clarity.
The deposit scheme we use is a Government approved deposit scheme. Deposit protection service protects deposits for tenancies in England and Wales and by law Complete must comply as the deposit needs to be protected by a Government approved scheme. Where there is a dispute between the landlord and tenant this then going to adjudication to decide on the final deductions.
In regard to the Heating and Hot Water charge, it is the tenant’s liability to pay for usage of utilities. However we do accept that there can be delay with billing which is conducted by third party companies who manage the communal supply. These charges are still due, albeit it at a later date sometimes.
We understand that you may not feel that Complete treated you fairly however Complete has done our due diligence in accordance with the law to ensure that all parties involved were treated justly as per the assured shorthold tenancy.
Kindest regards,
Complete
★★★★★ 1/5
GoogleWorse agency I have experienced in my life. They don’t have any co ordination with their staff. Even if you try to contact to the higher level they will not allow you to reach them. So you can be harassed easily by the staff and there is no way to complain against them. Will not recommend anyone specifically for London branch
Farhana · 29 September 2025
Agent replied · 28 December 2025
Dear Fahana,
We are concerned to read your comments and would like to understand more about … More
★★★★★ 5/5
TrustpilotAshleigh is an absolute star
Ashleigh is an absolute star and helped us so much!! We've been with complete for a while in Birmingham and then London, always a great a quick experience. But even how that we live outside of their reach (unfortunately), the team is still so helpful with references! Ashleigh has saved us on multiple occasions with tight deadlines, will always be grateful!
Sofya · 20 February 2025
★★★★★ 5/5
TrustpilotComplete Prime Residential - Safiyya
Safiyya is a property manager you can count on, responsive, professional, and proactive. She handles issues quickly, communicates clearly, and take real pride in maintaining our property. A pleasure to work with!
Graham · 18 December 2025
★★★★★ 4/5
GoogleEditing a very negative review i left in 2016.
After few years of very poor service and management of our flat (we're tenants), since some time we have the pleasure to have Sky Mansfield as our property manager, and I must say she's been very helpful and efficient in any issues we had since she arrived.
My first few years dealing with Complete were definitely a 1 star review, but now I'm happy to change to a good 4 start only thanks to Sky and how helpful she's been in many occasions.
Maurizio · 10 June 2020
Agent replied · 11 June 2024
We are very sorry to hear that you have had this experience.
At Complete, we pride ourselves on exceptional service standards and have a wealth of happy tenants and clients. We take all possible steps to ensure our tenant queries are resolved as quickly as possible. Whilst we only manage particular flats rather than communal areas themselves, we continue to liaise with developers and block managers in order for us to be able to resolve these issues.
We are very keen to work with you to appease your concerns, and a member of our team will contact you to try and resolve the outstanding issues shortly.
★★★★★ 1/5
GoogleBad experience, we have been renting for about 3 & half years from them 1 bed flat in Sutton. They are not a professional agency at all -> ex. Ashleigh Pearson (property manager) was about to view flat, she scheduled visit 3x times and never arrived; no words of apology no phone call, we need to call her and ask if she will be in or not.. total disrespect!!! Upon end of tenancy I need to poke her to schedule inventory check-out -> she was surprised that we leaving even though we gave 2 months notice via email which she acknowledge. Be careful as they are not going to give your deposit back even the flat was sparkling clean with all goods working up to professional standard! I would definitely avoid!!! Please see attach some end of tenancy pics how we left flat ultra clean.
Michal · 6 December 2024
Agent replied · 22 December 2024
Dear Michal,
Thank you for sharing your feedback. We take all reviews seriously and always strive to offer the highest level of service.
We apologise for any inconvenience caused during your tenancy. Regarding the issues raised with the property manager, Ashleigh Pearson, we appreciate your patience. It seems there was some miscommunication in scheduling, and we understand the frustration this caused. We would always aim to provide timely communication, and if there were any cancellations or delays, these should have been communicated well in advance.
Regarding the end of tenancy process, we do acknowledge your notice was received and the check-out was scheduled. The delay in finalising the deposit was due to the landlord's specific requirements, as the property was in the process of being sold. Unfortunately, this led to some back and forth. We understand this can be frustrating, and we appreciate your cooperation in this matter. As part of our standard procedure, when there is a disagreement over the deposit, the matter is taken to an independent adjudicator to ensure fairness.
Again, we thank you for your feedback and hope to ensure that future experiences are more in line with the professional standards we aim for. If you have any further questions or concerns, please do not hesitate to reach out to us directly.
Best,
The Complete Management Team
★★★★★ 5/5
GoogleAt Neat Solutions LTD, we work really closely with partner Complete Prime Residential, and we have had the pleasure of collaborating with Angela and team for a long time. It has been an outstanding experience, and we cannot speak highly enough about their professionalism and efficiency.
They consistently exhibit excellent communication and organization skills. Their responsiveness to maintenance requests and attention to detail have significantly contributed to the smooth operation of our collaborative projects. It's evident that they prioritize the well-being of the residents and the overall upkeep of the properties under their management.
Highly recommended.
Tineka · 10 February 2024
★★★★★ 5/5
TrustpilotPrime Residential - highly recommended
Have been very happy with Melissa's efforts to manage my property over the last few years. After experiencing rubbish support from another agency before, it was quite a relief to finally get someone who is invested in improving 'rental management' vs competing with a sales department (where all the effort goes).Having seen some unfair 'mob-mentality' posts from social media about Prime Residential, I thought I'd add from my point of view Melissa has been exceptionally professional the whole journey - she ensured that proper compliance checks were carried out and coordinated the necessary repairs. This ended up costing me more, but ensured the house was safe and up to standards.Melissa has always been quick to respond to any queries and is polite and friendly. I'm happy to recommend her business.
Jason · 17 January 2024
★★★★★ 5/5
TrustpilotThe team is incredibly supportive
The team is incredibly supportive, even when things go wrong. They make every effort to resolve issues promptly. Chrystalla is particularly supportive and efficiently manages my apparent management responsibilities.
Nicola · 7 December 2025
★★★★★ 5/5
TrustpilotComplete Manchester - Ryan Coucill
This review applies to my experience with the Manchester team only, not my second property managed by the London team.The service I get from Ryan is so smooth and easy that I don't have to think or worry about my property at all - which is exactly what I pay a property manager for. He is responsive, polite, helpful, efficient and quick to resolve any issues. I can trust that my property is in good hands and he holds my best interests as a priority.
EJW · 19 December 2023
★★★★★ 4/5
TrustpilotGreat service in lettings management, kudos to Ryan
I have been using Complete for at least 6 years. Ryan is my property manager, for a letting I have in Manchester.I cannot recommend him enough. He is professional at every level and extremely prompt and thorough in response to any questions I have by email or phone.Nothing gets overlooked. I trust in his judgement and recommendations for the property and tenants.Thanks Ryan, you get 5 stars!I also had a good experience with Complete in terms of managing the completion of the new-build and handover from the developer (the latter was not so good). I think the ledgers and reporting from Complete finance dept could be improved and made available sooner after the end of the tax years. Cost is also significant for each tenancy renewal etc, but at least the service is justifying it. My only big issue was the NRL scheme, which took over a year to setup with monthly charges to the landlord from Complete for the returns they had to make in the interim, which have never been reimbursed to me (we discovered the cause was an issue between HMRC/NRL and Complete, in terms of the NRL application being mis-filed, which was not my responsibility, but I have borne the costs). Given the above I rate the Company 4 stars (there's no 4.5 star option).And the Propoerty Manager 5 stars.
Sam · 13 December 2023
★★★★★ 5/5
Trustpilotfive stars for Ryan
Ryan is always willing to help and not only does he help he goes out of his way to accomplish the wishes of his clients . As a company owner I celebrate someone whom is given a tak and does so without hesitation and doesn't stop until the set goal has been achieved . Always friendly curious and respectful ..... I have never met Ryan in person but I know I can trust him implicitly in taking care of my property
Otto · 6 December 2023
★★★★★ 1/5
GoogleThe worst experience in my life with any agency or any institution.
Many problems before I moved in. Problem from my side always was the most important and one thing which they repeated was that I will loose flat if i do not something...When I was needed them to do something quickly... no, never.
However we finally moved in. Thank for that. But it's almost two weeks after and none of any issued was fixed this time. Main door are opened by fob key. It's HORRIBLE for two people to live with one key!!! still nothing. I have to deal with this alone. There is main procedure for fob for this building which they dont know... I don't have a water in the shower from two weeks. Nothing happened!!!! I beggin them that water is important and the fob...nothing. Since I moved in they dont care. They really dont care about tenant.
I was thinking that agency will be secure and safe solution. That I could trust them more that private person. Now I have completely different opinion.
Monika
Monika · 11 June 2017
Agent replied · 11 June 2024
Dear Monika,
We are very sorry to hear that you have had this experience.
At Complete, we pride ourselves on exceptional service standards and have a wealth of happy tenants and clients. Although these issues appear beyond our control, it appears to be the case that your experience falls short of the standards that we would expect to provide to our tenants.
We are very keen to work with you to resolve this, and a member of our team will contact you to try and resolve the outstanding issues shortly.
Complete.
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