Trusted Agent profile · London
★★★★★
566 reviews across 3 platforms
First Floor, 40-42 Charterhouse Street, London, EC1M 6JN
Complete Prime Residential Ltd's office in London, at First Floor, is rated 4.2 out of 5 across 566 reviews on three platforms, including 419 Google reviews rated 4.1.
Every review we hold for the London office, from every platform, shown as written. First names only.
5/5
TrustpilotI would like to thank Michaela Morton…
I would like to thank Michaela Morton (Senior Property Manager) for keeping us updated when to sign the tenancyagreement. After signing the contract, we had an issue with the wrong bay number to park my car. She was so helpful to sort it out. I really appreciate her help and support.Also, I want to thank Megan Upton for explaining the process before signing the contract.
1/5
GoogleDeposit stealers - renters beware. Make sure you take pictures and videos of absolutely everything when you move in and out. We did that, but they still tried to claim money for ridiculous things like 'dust', even when things were dirty and …
Dear Liz, We’re sorry that your experience did not meet your expectations. The notice … More
5/5
TrustpilotGreat experience
Safiyya was very professional and helpful throughout my tenancy. She always replied quickly, explained everything clearly, and made sure things were handled smoothly. Overall, a great experience working with her and Complete.
1/5
GoogleTERRIBLE service. I DO NOT RECCOMMEND. Extremely unprofessional behaviour. Expect a very painful tenancy with nothing ever being fixed or even more painful end of your tenancy when they will try to take a large chunk of your deposit. The employees at Complete simply do not care about their tenants. Your first red flag will be that you will never even get the phone number of the agent or property manager you are working with, but you constantly have to call their reception. They simply do not want to be bothered.
Dear K Do, Thank you for taking the time to share your feedback. We're sorry to hear about your negative experience and that our service did not meet your expectations. All deposits taken are registered and paid into an appropriate deposit scheme which is legislated by the UK government. This scheme ensures tenants have peace of mind that their deposit release is handled fairly if you feel this has not been the case with yours, please reach out to us directly so we can review the situation in detail and resolve any discrepancies. We apologise for any frustration our communication structure may have caused. Please note that all property managers can be directly reached through the phone numbers provided in the signatures of their emails. Thank you for bringing this to our attention. We hope to have the opportunity to restore your trust in Complete. Kind regards, The Complete Team
5/5
TrustpilotBest property agent 👌
Professional service and always available to support and walk the extra mile to ensure best service and property management. Many thanks Rebecca Lowry 🙏
1/5
TrustpilotBAD Experience…
I would like to share my experience with Complete Prime Residential Ltd, and it has been nothing short of disappointing. From the very beginning, I have encountered numerous issues that highlight their lack of professionalism and disregard for tenant rights.First and foremost, the images they post online are highly misleading and do not accurately reflect the actual condition of the property. This false advertising sets unrealistic expectations and is a major red flag for prospective tenants.I have been renting through Complete Prime Residential Ltd for the past four months, and since day one, I have reported several repair issues that needed immediate attention. Despite their initial promises to address these concerns, nothing has been done. Every attempt to follow up has been met with excuses or outright refusal to take responsibility. They seem more interested in pleasing the landlord rather than ensuring the property is habitable and safe for tenants.Furthermore, it is clear that Complete Prime Residential Ltd only acknowledges the landlord's wishes and fails to advocate for the tenants. This lack of support and protection for tenant rights is unacceptable and has caused significant frustration and inconvenience.In conclusion, I strongly advise against renting through Complete Prime Residential Ltd. Their unprofessionalism, false advertising, and failure to address necessary repairs make them an unreliable and unsatisfactory choice for property management. Tenants deserve better, and unfortunately, this company does not meet even the basic standards of quality service.
Dear MikeThank you for sharing your concerns. We're truly sorry to hear about your disappointing experience with Complete Prime Residential Ltd. We take all feedback seriously and strive to provide the best possible service to our tenants.We understand your frustration and would like to address the issue regarding the online images. We assure you that our listings are intended to accurately represent our properties, and we regret if the images led to any unmet expectations. We will review our listings to ensure they continue to provide an accurate depiction of the properties.Regarding the repair issues, we regret any inconvenience you have faced. While some repairs have been completed, we acknowledge that the situation with the sofa remains unresolved. Unfortunately, we are unable to override the landlord's decision on furniture replacement. Despite our efforts to propose a compromise, we have yet to reach an agreement that satisfies both parties.Please be assured that we will continue to advocate on your behalf and seek a resolution to the sofa issue. Our goal is to ensure all tenants have a comfortable and habitable living environment, and we are committed to finding a solution.Thank you for your patience and understanding as we work through this matter. We value your feedback and will use it to improve our services in the future.Kind regards,The Complete Team
2/5
TrustpilotPoor service / Not organised
Had a year tenancy in Leeds with property manager Chrsytalla and they didn’t fix a leak for two months, several cancelled appointments, and now have the cheek to charge us for a clean out of our deposit despite damage being caused to the flooring by their late repairs. No empathy in their emails, miscommunication and a lot of effort from our side, I called and at times and was told to email instead, standard corporate copy and paste replies via email, really not a great experience - avoid!
Dear Bethany,Thank you for sharing your feedback. We sincerely apologise for the inconvenience you experienced during your tenancy.We understand how frustrating the delay in repairing the leak must have been. While your property manager at the time kept you updated to the best of their ability, the block management company took longer than anticipated to identify and address the source of the problem, which was beyond our direct control. Efforts were made to expedite the repair process, and these challenges were communicated to you throughout.Chrystalla took over once the leak was resolved and coordinated the necessary remedial works. We understand your concerns about the charges for cleaning and any damages, and we assure you that we strive to be fair in our assessments. We regret if our communication during this period felt impersonal or lacking in empathy.Your feedback is invaluable to us, and we will use it to improve our service. We are committed to providing a better experience for all our tenants and appreciate your understanding. We understand that you have been directly contacted by your property manager to address these issues further and continue the deposit release negotiations. Thank you for bringing this to our attention.Best regards,The Complete Team
5/5
TrustpilotThank you Shamira
I have a tenant of complete prime residential since October 2021. i have had a great experience with them, in particular with Shamira from their Manchester office, my assigned property manager. Shamira is responsive in her emails, always polite and professional. I always get a prompt response from her and any issues are quickly resolved. I would like to thank Shamira for her hard work and for making my experience a positive one.
5/5
TrustpilotProfessional, Assuring and Empathetic Service
Reni Rupprecht has been very supportive and helpful in guiding me to make the decision I needed to make on my property. Reni understood my situation and needs and helped me understand my options. She was professional, assuring and empathetic throughout the process. I've been with Complete for over ten years, and I've always been happy with their service and support. Reni is a testament to the quality of professionalism of the company.
5/5
GoogleHad a really good experience with Katie and Ben from complete sorting out our tenancy. Ben was very helpful and nothing was too much trouble. He sorted us a viewing last minute and also sorted out cleaners and mattress delivery at short notice. Ben has been very professional with quick and effective communication. Ben was able to process our referencing as urgent to allow us to move in quickly on our preferred move in date at short notice. Ben is a credit to the team. Thank you for everything. Would definitely recommend Complete to other tenants. Letitia and Tom
5/5
GoogleEdit 10/12/22 to add: our Property Manager, Ashleigh Pearson was excellent. Always responsive to emails and working with us to rectify any issues promptly. Ashleigh is a gem of a property manager and we really appreciated her support and professionalism. Original post: My partner and I have had a good experience with our letting agent, Jessica Avalos. Jessica was responsive to our emails, and was able to answer all our questions during the inspection. Jessica also quickly resolved a last minute issue (caused by the landlord, not Complete) so we could move in as planned. Thanks Jessica for all your assistance.
5/5
GoogleReally pleased with Complete Prime Residential. They have so far demonstrated that the customer service and care is at the forefront of their business. Letting Agent Zoe was amazing from the very start, scheduling my viewing, showing the property, supporting referencing process and answering all my questions promptly. I was really comfortable through the whole process as Zoe reassured that all offers will be submitted to the landlord at the same time to provide a fair service to all potential tenants. This was really refreshing to see in this, currently very high property demand period. Thank you Zoe! I had a property manager Molly allocated in advance and she has been great with communicating all the necessary information, inventory report and offering help where needed. Thank you Molly!
5/5
GoogleWe're super happy with our new place! Our sales and letting agent, Zoe was really friendly, efficient and was an excellent communicator. She even gave us priceless advice about our new neighbourhood and properties in general Our Property Manager, Ashleigh is awesome too. She has been attentive and really helpful with organising all of the maintenance repairs for the flat. She’s is always friendly and responsive. We’ve had no problems during the process of getting our new flat! Would definetely recommend using Complete as an agent.
5/5
GoogleComplete Prime Residential has been by far the best renting company I have ever dealt with in London. Their responsiveness was fantastic, they fixed most of the issues in our place within 1 or 2 days maximum, and they have always been willing to help and understand our tenants needs. Jessica was our Property Manager and she did a terrific job, always present and always available to answer our questions. At the end of the tenancy she even helped to negotiate the best possible deal with the final deposit payment, the only reason we left after 2 years of staying in a incredible apartment near London Bridge was because we decided to buy house. Very high recommended agency, you will never go wrong with them!
5/5
TrustpilotShamira and Complete Prime Residential excellent
I have been a tenant of complete prime residential’s for around 6 months now at one of their properties in Liverpool. From the initial correspondence to the ongoing maintence and queries that go along with renting I have found them to be excellent. My assigned Property manager Shamira has been brilliant, super communicative, accommodating and timely with responses to any issues I may have. The best agents I’ve used so far!, Gerard
5/5
TrustpilotComplete peace of mind
Safiyya, and all others before her have been very professional and responsive during my almost 10 years long association with Complete. Being in Singapore, in spite of the distance and the time difference, I always felt that I was in safe hands. From the time i took possession to getting the furnishing, to managing tenancies, maintenance and dealing with general repairs, I have had no reason to complain.
5/5
TrustpilotRecommending Complete Prime as a trusted company to rent a good property
We've been with Complete Prime for about a year now. We rented a property through them in Leeds and are pleased with their services (promptly addressing issues/queries once you've moved in and maintaining a friendly relationship throughout). Our current property manager, Chrystalla, is professional, dedicated and friendly towards her clients. I recommend Chrystalla Kaila and Complete Prime for anyone looking to rent a property.
1/5
TrustpilotNo Integrity, no ethics and straight up lies
Awful experience with Complete. I felt disrespected, mistreated and quite frankly discriminated against. I would not recommend anyone to ever do business with them. They specialise in managing properties for overseas landlords (mostly in China). Probably have many expat tenants/non British tenants who have no idea what their rights are as a tenant. No customer serice, no integrity and unethical behaviour. I can say with 100% certainty most of the positive reviews are Fake. EDIT - response to belowAgain, these people do not care and provide you with AI generated answers. Worried for all the internationals who will be duped by this agency.
Dear Kelly,We are sorry to hear about your negative experience with us. Ensuring that all our clients are treated with respect and fairness is at the core of our values. Upholding the highest standards of customer service and integrity is our ongoing priority. Your feedback is invaluable, and we will use it to enhance our services and ensure integrity in all our interactions. Please do not hesitate to get in contact with us directly so that we can resolve this issue for you. The Complete Team
2/5
GoogleHighly variable experience - be VERY CAUTIOUS. Mixture of poor landlord (absentee) and weak / very weak property management. Some good, helpful staff but if you have a major problem (failing drainage, leaks to the downstairs apartment, …
Dear Simon, Thank you for sharing your feedback. We’re very sorry to hear about the … More
1/5
TrustpilotOne of the worst property agents
One of the worst property agents that we have rented from in our experience. Would not recommend using these property agents.Took us almost a month to get our deposit back, they tried to charge us for issues in the property that were already present on move in - due to poor due diligence and lack of consistencies between reports. Viewed the property & one side was covered in scaffolding, property agent confidently said that the balcony side was not going to be covered in scaffolding - clear lie just to get tenants into the flat as one month later there was scaffolding being put up. This was up on the building for 8 months (pretty much our whole tenancy - it took 2 months to take down & pull down). Horrendous drilling & building noises everyday.
Dear Roz Keefe,We have seen your review left on Google and have responded.We appreciate your feedback and apologise for any inconvenience you experienced. Regarding the delay in returning your deposit, please be advised that we negotiate deposit claims between landlords and tenants, a process subject to both parties' agreement. This negotiation may contribute to a slightly longer timeline for the return of the deposit. Regarding the scaffolding, we believe that it was present when you viewed the property before moving in. Unfortunately, this scaffolding is the responsibility of the building, and therefore out of Complete’s control. However, we do apologise for any miscommunication that may have occurred.Best regards,The Complete Team
5/5
GoogleJodie has been an excellent property manager. While we've only been dealing with her for about a year now, she has been super responsive and efficient. We now know that when we bring an issue to her attention, she will be on top of it, even if it takes some time. That wasn't always the case with our property manager, but we have been very happy with the way Jodie is handling our rental.
1/5
GoogleGreat during the tenancy. Feelings of entrapment and harassment at the end. Please enjoy this poem that sums up my experience: In the realm of housing strife, a tale unfolds, Complete Prime Residential, a story to be told. A letting agent, devoid of grace, Holding tenants captive in a relentless chase. Beyond the tenancy’s end, they sought to bind, A web of deceit, integrity left behind. In the shadows, a quest for wealth they tread, Extracting coin from tenants, leaving hearts misled. No shelter for trust, no refuge in their care, Only profit-driven schemes, a tenant’s despair. For those caught in their web, a plea I make, Seek Shelter’s support, a stand you take. In the realm of justice, let fairness prevail, Expose the deeds of Complete Prime’s tainted trail. For tenants deserve respect and sanctuary, Against such agents, let us unite in solidarity.
Hello George, Thank you for bringing this to our attention, I believe management has reached out to you personally on this matter. Having reviewed your complaint, which in large part centres around terminating your tenancy during a fixed term, along with your deposit return, a request for compensation and an error chasing outstanding rent after you vacated. We apologise for any stress or inconvenience caused during this time. Kind regards, The Complete Team
4/5
TrustpilotTimely Response and Fast Action on Queries/Complaints
Our experience renting with Complete Ltd has been excellent from past one month since we moved in to the new property. Quick responses to our concerns and friendly office staff have made the process smooth. No major issues encountered yet; would recommend to other professionals. Special thanks to Archie Leadbetter - the property manager, for his timely communication and assistance.
1/5
GoogleTheir employees are consistently rude and unhelpful. They rarely provide solutions to problems, and when questions are asked, they seem completely unwilling to assist. Even when you send emails or report issues through their website, you don’t receive a response for months. When calling for faster resolution, you're met with unprofessional behavior and rude responses, yet the problems remain unresolved.
Good day Lavin, Thank you for sharing your feedback. We take all comments seriously and remain committed to providing professional and efficient service to all tenants. I understand you recently raised concerns regarding your hot water and heating bills and the absence of meter readings on the inventory report. Our team has been working to address these matters and provide clarity. If there are any outstanding issues or if you feel any aspect of your query remains unresolved, we encourage you to contact us directly. We are here to assist and ensure matters are addressed promptly. We value your feedback as it helps us improve, and we are happy to discuss this further should you wish. Best regards, The Complete Management Team
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
Complete Prime Residential Ltd's London office has 566 reviews across three platforms: 419 on Google, 1 on Facebook, 146 on Trustpilot.
Complete Prime Residential Ltd London is rated 4.2 out of 5 across all 566 reviews, and 4.1 out of 5 on Google from 419 reviews.
Complete Prime Residential Ltd London, First Floor, 40-42 Charterhouse Street, London, EC1M 6JN.
