Trusted Agent profile · London
★★★★★
317 reviews across 2 platforms
Atelier House, 64 Pratt Street, London, NW1 0DL
One Housing's office in London, at Atelier House, is rated 1.4 out of 5 across 317 reviews on two platforms, including 162 Google reviews rated 1.7.
Every review we hold for the London office, from every platform, shown as written. First names only.
1/5
GoogleI have had a leak since 2014.... 2022 property is still leaking. Deem inhabitable by survey. Currently without any heating or hot water, been calling everyday, keep saying they will send someone out, it has been escalated. Called again today to be informed the times I've been phoning, it was never escalated! Been calling since the Febuary 18th told they only have from 21st on system, even though I have emails and phone records.
1/5
TrustpilotDo not put ur loved ones in a 9ne…
Do not put ur loved ones in a 9ne housing facility....one housing is a rip off to our elders .My parents have had to pay for food which they do not eat for last three years ....they live in independent living and independently cook their own food but still getting charged and threatened with eviction notice if they don't pay for food they don't eat .Disgusted with one housing if u care about it loved ones do not put them anywhere near one housing
1/5
TrustpilotThe worst housing Association ever I…
The worst housing Association ever I been with them since 2010 and I have been promised new kitchen over year ago by Lee surveyor then I never heard anything since every time I call one housing they say they will get in touch with you but they never do also they blame it on COVID-19. same with the windows surveyor Alex he come to the house ah you need new windows he said then he vanished and when I called them for update they say we will get in touch but never do they never reply to emails also we are couple and with two kids age 7 and 4 in one bedroom we are cramped in this small flat i sleep on the sofa while my misses and the kids sleep in bunk bed in the other room our relationship is suffering because we have no room where to move and one housing tell me to do mutual exchange I have been registered with them for years because I live on the second floor with no balcony or lift so no one want this flat and I have been in one housing bidding system for almost two years I have seen only 1 house and I was fifth on the line so I had no chance to take the two bed.
1/5
TrustpilotWorst company I have ever dealt with
- Won't respond to any calls or emails- Do not stick to any of their own turnaround times- Make continuous mistakes with payments, always taking more than they should- Need constant chasing on any and all queries- Staff are unaware of any internal procedures and consistently give the wrong answersTo give more specific examples, they have taken months to respond to queries that they say should take 10 working days, they took 5 months to fix a leak which in that time wrecked a significant portion of my flat, and they have made erroneous additions into service charges to the tune of many thousands per year. Just recently they sent me an invoice for the wrong person and address, and insisted it was for me when I responded that I'm not that person.
1/5
TrustpilotDreadful for the past 10 years
Two out three lifts are broken in our building, having been reported weeks ago.Engineers keep coming to fix it, reporting back to OHG that it's fine and their not. The local fire brigade had to visit twice last week to free people. Another engineer arrived YESTERDAY morning, reporting back to OHG the lift was fixed, it's not fixed.It is ALSO impacting on the fire works being carried out by Kier, who's staff have to use the stairwells, with all their equipment. It has dragged on far too long and because we do not have an OHG rep for our building (OHG don't offer that) no one is flagging this ongoing issue except the Tenants & Residents Association.OHG don't even have the capacity to let you know if the lift is fixed or not. They don't communicate unless you call them.
1/5
TrustpilotSadly can't rank 0 stars.
Sadly can't rank 0 stars.Buying a shared ownership with One Housing has been the worst choice I have ever made.Can never get hold of anyone I need to speak to. Communication is absolutely shocking - messages are never passed on and all they ever want is money from you. No matter what you need there is always a charge at the end of it. They're motto might as well be "don't care, pay me!"Took over a year to repair my damaged ceiling and the roof still hasn't been fully repaired 2 years on. On top of that, when the damage began originally, instead of steading out roofers, they sent a carpenter. When water was leaking through the light fittings and explaining it is a fire hazard, they took hours to send someone.The lift in the block breaks down constantly and have even been stuck in the lift 15 minutes after it was "fixed"Avoid like the plague!!!!!
1/5
GoogleVery bad with repairs been waiting over six months for somebody to contact me. Just to tell me that they’ve cancel the job blaming me, not answering the phone when my phone is on 24 hours a day. Contractor tried to call me four times. What a joke. CallCenter staff don’t know what they’re doing always blames the tenant.
1/5
GoogleAwful. Took 5 months to set up rent account, didn't inform us the rent had increased all that time. Wrong name on account for months. Told an email address was redundant and not used anymore, but then given that email to contact again and it was active. Want to replace some doors on the house, all paid for by us of course despite only part owning and struggling to get anyone to approve it. You'd think they would love it that you want to improve their property share. Quick enough to increase rent and service charge though. Seems to be someone cutting a bush or blowing leaves every week so think that's why service charge is so high. Stop that and get more people answering phones. Also, when you say you will call back, call back. Lost count of the times you have not. Only been 5 months but wondering what I've gotten into. Lost count the amount of times I've slapped my forehead after a call to them.
1/5
TrustpilotStill waiting for a refund after a month we moved out
We moved out more than a month ago and because the contract expired on the 13th of the month, they asked us to pay for the full month and then they'd send a refund as soon as the rent cleared.Well, we are still waiting for the refund to be in our account, even though Irmina Machnio (the person who was in charge of our contract) said that the refund was sent.Every time we enquired for any problem, Irmina wouldn't even bothered to answer to our emails.The kitchen extractor fan was faulty when we moved in, and surprise surprise, it was still faulty when we moved out!Irmina said that the technician didn't find anything wrong with it, even though when we checked in, the company who did the inventory said it was broken.The heating system broke 3 weeks before we moved out, and of course NOBODY came to fix it, so no heating for 3 weeks.They are the worst agency i've had in 17 years!
1/5
TrustpilotThe worst Housing Association to deal…
The worst Housing Association to deal with. They ignore emails, their system of logging repairs or complaints means it's virtually impossible to follow up on. A number of people in my building have requested Section 22 documentation regarding Service Charge, which they are legally obliged to hand over within 2 months. It's been over 5 months for some people and no sign of the paperwork. A number of staff have never worked anywhere else so can't even see the flaws in their system. They call themselves a charity but are happy to let people live without heating or water during a pandemic. Disgusting.
1/5
TrustpilotWe have tried to call
We have tried to call. WRITE AND EMAIL YOU ALSO SPOKE TO THE SURVEYORS WHEN THEY HAVE COME HERE REGARDING LEAKING GUTTERING LEAKING DOOR AND PORCHWAY THAT ARE LEAKING BADLY AND DAMP WE ARE EVEN GETTING SLUGS AND INSECTS ON THE WALLS AND FLOOR IT IS GETTING DISGUSTING AND NEEDS TO BE ADRRESSED IMMEDIATELY AND ALSO STREET LIGHTS ARE OUT AND NOT REPLACED BUT WE GET LETTERS FROM WINDSOR AND MAIDENHEAD RE PLANNING YOU CAN GET THIS TRYING TO GET AHEAD BUT WE CANNOT SORT OUT PROPERTIES THAT NEED HELP FIRST MY NAME IS KEVIN LOCKYER AND MY CONTACT NO IS 07775231635 SO IF YOU CAN GET TIME TO SORT OUT THIS HEALTH AND SAFETY PROBLEM IMMEDIATELY.KIND REGARDS KEVIN LOCKYER
1/5
TrustpilotNightmare company!
Impossible to get anyone on the phone, or replying to an email without just being sent around in circles. I've been trying to get to the bottom of an issue with my flat for months and months now and cannot get hold of anyone. We have been receiving the same copy + paste emails saying our email has been passed on but then we never hear anything. Very frustrating! Have called three times this week to speak to someone and leave and message and no one has bothered to return the call. Terrible customer service.
1/5
TrustpilotAn absolute nightmare of a company
An absolute nightmare of a company. Do Not. I repeat. Do Not have anything to do with these people if you can. We've had a leak in our roof since we moved in. They repaired it (to some degree) but the problem returned over a year ago. Our ceilings are now full of mould and damp and I call them to report the damage/leaks on a regular basis... but still nothing. The other week they sent over a subcontractor who actually made it worse, so it's up all night with buckets every time it rains and sometimes for hours afterwards. Not to mention the service charges... criminal.
1/5
GoogleThe worst worst housing association you will ever deal with. Left me and my family without running water for days, with no response, lies, deceit. They want your money and that is the only time they will talk to you. Do not ever ever use this company, all the other negative reviews are right - take their advice and steer clear.
1/5
TrustpilotDisgraceful 'housing association'
Leaseholders by law have a 'right to manage', i.e. to choose the organisation which manages the estate or development their property is in. Exercising that right however, is extremely difficult. One Housing know that and abuse their position as both freeholder and management company, by treating leaseholders with utter contempt: they hike service charges far in excess in inflation, and then during the year demand substantial extra money as 'adjustments' for real vs estimated costs. By law, leaseholders can ask to get copies of invoices from the various providers but One Housing do not provide them. In the mean time, repairs and maintenance fall behind, to the despair of residents. Even if residents write multiple times to the only email address that One Housing provides, and submit evidence of a longstanding issue, the 'property manager' ignores them.
5/5
TrustpilotShout out to Mr Khan
I have been a resident with one housing group after them taking over from council for more than 15 years. Yes one phone number now to contact them, and even so through the pandemic and lockdown always been able to get through and have someone helpful, and if not their skill set they've passed it on and I've always had a response. I put in for a mutual exchange in Feb 2020 and due to the pandemic my forms were accepted but because lockdown was 3 months my application past it's time period. After lockdown had to reapply. And then reapply again.... due to other landlords not fore filling their obligations. My biggest shout out and praise goes to Mr Kawser Khan of the lettings department of one housing. He has been the most supportive professional, driven man I have ever met. His dedication has known no bounds in helping me and the other exchangees during this difficult time. He even kept his laptop on him during annual leave as my case was taking so long and he wanted to ensure he didn't anything for me while away... He knew and understood the frustration as this 3 way exchange was taking so long. He has communication was excellent, always updating, with a friendly warm manner.I cannot thank him enough for all the time and effort and dedication he put into this case. And the great news is I'm moving. What an asset one housing. Mr Kawser Khan thank you
1/5
TrustpilotOne housing are the worse housing…
One housing are the worse housing association ever. I viewed the property as the advert stated parking with permit, asked three times if I could park and was told yes. Moved in to find out no car property. Had back operation and now cannot walk properly but will not install disabled bathroom so have to use a perching stool to wash unless a friend can help me into bath. All three security gates are broken due to the junkies who let them in and they sleep in hallways, excrement and drugs in hallways but one housing doing nothing. Hike in ceiling for a year and just been repaired. Stay away from one housing
1/5
TrustpilotAppalling communication
Currently have been living in a shared ownership property, leased from one housing group, it seems there is only one person working there! Everytime I need to speak to someone in the home purchase team, there is always an excuse to why I cant't speak to them and they keep saying email them, which I have done several times with only a few responses taking over a week. Currently looking to sell the property and I can see this taking way to long to do.
1/5
TrustpilotOne Housing are institutionally incompetent and dishonest.
One Housing are institutionally incompetent, dishonest and in my opinion corrupt. My wife and I bought a new build leasehold flat from their affiliate development company almost 5 years ago and dealing with them has been a nightmare. Other neighbours have said it made them “lose the will to live” and caused them “despair”. Latent defects (mainly leaks) have not been repaired despite numerous botched attempts. Their subsidiary maintenance company, One Direct, is equally incompetent and they run a nice little scam whereby they charge what they call a “workstream uplift” for purportedly managing jobs - something which we already paid One Housing for in their management fee. We exercised RTM last year and got rid of them as our managing agent - although nobody told their service charge team who sent us a budget for 2020/21 a few months ago! We inspect the accounts every year and every year we uncover thousands of pounds of overcharges, despite One Housing’s efforts to delay and hinder our inspection. We are still trying to conclude the 2018/19 inspection and have so far removed about £6000 of overcharges. How much must they be making across the thousands of properties they are responsible for? They refuse to provide us with receipts (against the law and our leases) and instead rely on invoices from One Direct. We have caught One Direct invoicing for jobs that weren’t even done so for One Housing to rely on their invoices is negligent at best and fraud at worst. Their staff (the few who stay beyond a few days or weeks such is the high turnover) are arrogant and dismissive. Their complaints procedure is a sham - many complaints are upheld but nothing ever changes. They always blame their “systems” which they are constantly updating but again nothing ever changes. Only last week I received a demand for service charge arrears that they know, or should know, are wrong. One Housing had no qualms about lying to our MP when she took up some of the issues with them last year. I have only scratched the surface in this review. One Housing are an appalling company and I agree with the reviewer who wrote that they should not be allowed to manage buildings.
1/5
GoogleI wish there was the opportunity to give this company 0 stars. Not only are the service charges extortionate, they are the worst customer service I have ever experienced. We have people in our building with young children who went weeks with no hot water and there was zero urgency to resolve the situation. Yet they still increase our monthly charges. A disgraceful company verging on criminal in their treatment
1/5
TrustpilotOHG are the worst landlord in the UK!
I would give zero stars if I could. One Housing Group are, quite frankly, the most incompetent organisation I have ever come across in my entire life.Their staff are inefficient and unreliable to an extremity. They get their jobs on the basis of political correctness rather than ability and it really shows. These are the very thickest kids at school, who were too listening to Boyzone songs to bother to study, and, hey ho, they are now living it up at OHG! They earn a full-time salary for working part-time, very REGULARLY working half-days and taking time off ("oh, I saw a spider in the toilets... I know need to get three months paid leave because I have suffered so much psychological distress because of it!!").*Nobody* at OHG EVER rings you back when they promise you they will. No exaggeration when I say they have a 100% failure rate - it's just blatant deception.To get the simplest essential repair done takes ONE YEAR of repeatedly chasing up at least 40 or 50 times.My flat is severely damp because water is seeping in through the roof and it has been like this for FIVE YEARS. But OHG won't do anything about it. Both me and my son are now suffering serious health issues through the damp and impact on our breathing.I suffer serious depression and insomnia because of how OHG have treated me for years.Stay well clear of One Housing Group's fourth-tier staff.
1/5
TrustpilotI rented a flat in a building which was…
I rented a flat in a building which was managed by One housing (OH) for about 19 months (moved out a week ago).I had multiple issues over that time period and not once did I get any help from OH. Every person who I spoke with was either incompetent, ignorant, rude, malicious or all of the above.In the end I stopped calling them if I had any issues, as I knew there was no point. It baffled me how incompetent could a company be in managing a building whose only job is to do just that.
1/5
GoogleI have never given a 1 star rating to any company, but Onehousing really deserves it. I have been a tenant in one of the building for over a year now. I have had some questions and issues where I have had to call onehouseing for advice or help. I've spoken to over a dozen employees over the year and every time they find new ways to disappoint you. They are rude and unprofessional. So far I have never had an issue that had been solved or a question that got an actual answer. They sadly don't know anything about the houses they manage (well at least the one I'm in.). If you plan to live in an apartment that is managed by onehousing, just have realistic expectations that you won't get any help or advice from them. I seriously was having seconds thoughts about renewing my rental agreement, just because I knew onehousing is managing it. But I liked the apartment too much :)
1/5
GoogleStarted working as care assistant in February, its now June and still not received a penny throughout the whole lockdown after being told I would be paid on the 27th of may, do not work for this company it has caused me more hardship than if I stayed unemployed and arroused suspicion from the DWP as there wandering why I haven't been paid. Managers lie to cover there own back. I repeat do not work for this company unless you don't mind waiting 4 months to be paid.
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