Complete Prime Residential London reviews

★★★★★ 1/5

Google

My experience with Complete Prime Residential London has been extremely disappointing and deeply concerning. Upon moving in, the flat was found to have no heating or hot water, a broken bed, and was left uncleaned with rubbish still inside. These issues were not reflected anywhere in the inventory report, raising serious questions about the accuracy and integrity of their documentation. Despite repeated reports, the heating and hot water remained unresolved for eight months, creating prolonged hardship. During this period, we were assigned five different property managers, resulting in fragmented communication, lack of accountability, and significant delays. Reaching staff by phone was consistently difficult, and obtaining guidance on the complaints process required persistent effort. The overall conduct of the company demonstrated a lack of care for the property, the tenants, and even the landlords. Furthermore, the third‑party contractors they rely on were similarly unprofessional and unreliable. Based on this experience, I cannot recommend Complete Prime Residential London

Petrina · 22 July 2026

★★★★★ 1/5

Google

Complete Prime Residential Ltd has managed several properties for me for a number of years and the experience has been thoroughly unsatisfactory and frustrating. On their website, CPRL claim to deliver "superior results, through innovation, expertise and unwavering client focus". Yet the reality is that they frequently fail to respond to emails, and on the occasions when I have tried to call them, nobody answered the phone. CPRL's Shaun Malston promised me in 2024 that the problems with CPRL's non-response to emails would be fixed, but this has not been done. CPRL claim that they "don't just manage properties, [they] optimize them for maximum yield and minimum hassle". The rent review at my property is overdue, and I asked CPRL two months ago to advise the market rent for the property, however they have failed to reply despite reminders sent to Shaun Malston (as the property manager also failed to reply). They can't even confirm who is living in the property. Trying to deal with CPRL has consistently been a major hassle. CPRL claims that their "leadership team" provides day to day management with "professional rigor" (sic) but again, this is not my experience. For example, CPRL allowed the tenants at my property to make deductions from the rent to cover some expenditure without asking me or informing me. They then concealed the expenditure by not including it in the rent statements, which instead showed arrears by the tenants. After I queried this with CPRL, it took them more than six months and at least 10 emails, including following up on emails unanswered by CPRL, before they eventually addressed it. Shaun Malston's claim that the "mistake" was quickly addressed when identified is untrue. Certainly there was no "professional rigor" by CPRL, who provided inaccurate rent statements for over a year and they would have continued to do this if I had not raised the matter with them. CPRL's claims that they stand out by delivering "superior results through innovation, expertise and unwavering client focus" are not consistent with my experience. On the contrary, the results provided by CPRL are substandard and unsatisfactory. Their repeated failure to respond to emails has wasted so much time and caused so much frustration. CPRL claims to "handle every issue with precision and care", but this is also untrue. For example, I have been out of pocket for over a year by more than GBP 1,000 in admin and legal fees I had to pay due to CPRL's failure to settle the ground rent for my property, despite the freeholder having sent multiple reminders to them. As a result, the freeholder threatened to forfeit my lease and I risked losing my property. After I complained, Shaun Malston only provided incoherent comments about bounceback messages. In any event, it is obvious that CPRL failed to handle the situation competently or professionally. There was no care or precision by CPRL at all. They couldn't care less. Although CPRL claims to have a complaints handling process, all you can expect from it are obfuscation and evasion. Based on my experience, anyone looking for a lettings and management agent should avoid this inefficient company.

Andrew · 22 May 2026

★★★★★ 1/5

Google

In 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 · 13 January 2026

★★★★★ 1/5

Google

My experience with Safiyya was very disappointing. I found her attitude arrogant and dismissive of our requests. Instead of listening to our requirements, she repeatedly sends us people who lack the experience we specifically asked for. Very unprofessional and disrespectful towards clients.

Visar · 4 October 2026

★★★★★ 1/5

Google

Scam 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 · 13 December 2025

★★★★★ 1/5

Google

I have had a very disappointing experience with this agency and, based on my personal experience, I would not recommend them. Communication with the agent, Safiyya, has often come across as arrogant, rude and unprofessional. Instead of dealing with concerns in a respectful and helpful manner, the communication has sometimes made already frustrating situations even more difficult. Whenever we have reported problems with the property, the people sent to inspect or carry out repairs have often appeared inexperienced or unprofessional, and issues have taken far too long to be resolved. Overall, I have been extremely disappointed with the level of customer service, communication and the way maintenance issues have been handled. Anyone considering renting through this agency should do their own research and be cautious before making a decision.

Ajli · 27 September 2026

★★★★★ 1/5

Google

Horrible agency experience. I lived in a flat (Aurora Apt) managed by this company in London for four years. During that time, the staff managing my apartment, Ashleigh Pearson and Thomas Law, were extremely difficult to reach and, in my experience, many of the issues I raised were not properly addressed. At the end of my tenancy, I was shocked by the deductions and claims made against my deposit, including charges relating to issues I had previously reported and asked the agency to repair. Based on my personal experience, I found the service extremely disappointing and would not recommend this company.

Jide · 11 September 2026

★★★★★ 5/5

Google

Shamira 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 · 13 April 2026

★★★★★ 5/5

Google

Claudia was absolutely amazing, going the next level to make sure that I was able to get the flat I wanted. Working through the referencing agency was frustrating but Claudia was able to do all of the followups with them for me to get through all the misc hurdles that came up.

Manjot · 22 July 2026

★★★★★ 4/5

Google

My experience with Complete Prime Residential Limited has been good thanks to my property manager Kirsty Rothery, who was really helpful with my tenant issues and was very responsive at all times. Thank you Kirsty

Anna · 4 October 2026

★★★★★ 1/5

Google

Avoid, avoid, avoid!!! They have the most unprofessional agents you will ever meet, especially Zoe Mcdonald. They do not care about customer service and are very misleading and DISHONEST. Not only are the pictures of the property extremely misleading, the agent will tell you whatever you want to hear to sign you up. Be aware!! Expect extremely delayed responses to your requests, zero customer service, rude staff, and questionable business practices. If your alternative is to sleep under a bridge, do that!! These guys will lie to you, ghost you when convenient and let you sleep in a dilapidated apartment, and still go home happy.

Mina · 22 August 2025

★★★★★ 5/5

Google

I have used Complete since 2012 to purchase, manage and finally sell the property in London. Complete managed the property for 13 years and it was a relatively smooth experience despite having a high turnover of property manager at one period of time, but the situation in the last few years has stablized quite a bit. When it came to sell the Property, Reni was very helpful and professional as we managed the long sale process with multiple buyers but eventually the sale completed with the 3rd buyer. Reni was persistent in ensuring the timely completion of the sale of property. Thanks again.

BK · 22 August 2025

★★★★★ 5/5

Google

As 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 · 22 August 2025

★★★★★ 1/5

Google

I had a very bad experience with this agency, especially with the agent Safiyya. The way I was treated was completely unacceptable and inhumane. Based on my personal experience dealing with this agency, I would not recommend them to anyone. Stay away from this agency.

Geraldo · 4 October 2026

★★★★★ 5/5

Google

I deal with Ashleigh Pearson for all matters to do with my tenancy and she is beyond helpful, extremely responsive and an absolute pleasure to deal with. I always feel like I’m bothering Ashleigh when I e-mail but Ashleigh never seems to mind and is always very helpful and that is very much appreciated indeed. Sadly my tenancy is coming to an end and I just hope my new agency contact is as awesome as Ashleigh has been.

William · 22 August 2025

★★★★★ 5/5

Google

Ryan and Kirsty were excellent throughout out 18 months in the property. From moving in, to checking out, everything was handled efficiently and professionally. Would happily recommend them!

James · 11 September 2026

★★★★★ 1/5

Google

This agency should be reported to the relevant authorities for the stress and negligence they cause their tenants. I would not recommend this agency to anyone. Stay away from them. I have had a very bad experience with them.

Ilir · 4 October 2026

★★★★★ 1/5

Google

Awful 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 · 13 November 2025

★★★★★ 2/5

Google

I’ve been renting through Complete Prime Residential Ltd and, unfortunately, my experience has been very disappointing. It’s been around two months since I first reported an issue with my balcony door, which still hasn’t been fixed. As a result, I’ve been unable to use the balcony at all, despite continuing to pay full rent. I’ve raised multiple maintenance tickets and followed up several times, but there has been no meaningful progress, only that they are waiting for a quote. It seems there is no plan B for them when it comes to maintenace. Another ongoing issue is that the smoke detectors in the flat were overdue for servicing and began going off without reason. I reported this immediately and asked for it to be treated seriously, but even after a week there has been no action on the replacement. Safety should be top priority everywhere! Overall, I’ve found Complete Prime Residential Ltd to be slow to respond to essential repairs and safety concerns, and communication has been very poor. Based on my experience, I would advise future tenants to be cautious and ensure that any maintenance issues are properly documented and followed up. I wanted to highlight my experience and hope that raising these concerns won’t negatively affect my deposit at the end of the tenancy.

Mohsen · 22 October 2025

★★★★★ 5/5

Google

Overall 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 · 22 August 2025

★★★★★ 2/5

Google

Highly 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, inability to use any of the kitchen and sometimes the shower) then they engage very poor maintenance firms who even claim there is no problem (despite water falling through the ceiling!)... it took MONTHS to remedy but only one month of rent reduction was agreed. Leaks happened a second time. We asked for rent reduction as no shower to use for a month but it was denied. When tenancy began the kitchen sink was totally blocked and full of waste, the washing machine and dishwasher didn't work, the central heating didn't work and there was dirt under the bed and the window catches broken (that is aside from several other issues including a faulty shower). No compensation was given. In retrospect we shouldn't have accepted the keys but sometimes one has little choice. When then tenancy ended the flat was nearly immaculate but still some deposit was retained e.g. to polish a smudge mark on the shower door and to remedy a tiny mark on a skirting board and a small mark on the already old sofa ... I will give you that the oven wasn't left perfectly but ... in comparison to what we had to put up with when we took the tenancy ... come on! words fail....

Simon · 22 September 2025

★★★★★ 5/5

Google

Since taking over the Property Management of our London apartment, Thomas Law has been excellent. He is highly efficient, competent and professional.

Sarah · 18 August 2026

★★★★★ 1/5

Google

Bad 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 · 22 August 2025

★★★★★ 1/5

Google

Horrible 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 · 31 May 2023