Peabody Trust reviews

★★★★★ 1/5

Trustpilot

Utterly dysfunctional organisation with…

Utterly dysfunctional organisation with complete lack of governance and oversight at the level of directors. Takes 9 months and multiple escalations to get a simple answer for something that should have been posted openly on the website for all residents to look up. Money is wasted through a complete lack of coordination, for example sending landscapers to do work on a garden just days before it will be shut down for 2 year reconstruction. Residents engagement department employing people who lack basic communication skills, who take weeks to send key communication and still get it wrong. Unable to circulate correct link for a virtual call, forward to wrong people, that kind of stuff. Heads of department and other senior directors ignore all escalations for months. Sending incorrect documents to wrong people. Leaseholders trapped unable to sell due to peabody unable to provide documents in reasonable timelines. Ignoring leaks for years until damage to the building is much worse. Hard to imagine any organisation managed with less efficiency and effectiveness.

Senad · 17 September 2026

★★★★★ 1/5

Trustpilot

Sole lift in a 5 storey block of flats…

Sole lift in a 5 storey block of flats has now been out of action for 5 weeks now. Peabody hasn't communicated any updates, they cancel logged repairs raised on My Peabody, or allocate to the wrong contractor. I've phoned them regularly throughout this latest lift outage and they haven't got a clue what's happening. They have asked me to contact the contractor directly and th contractor has said I need to go through Peabody. My Stage 1 Complaint was rejected because the lift company have been given 60 WORKING DAYS to fix a lift - the only lift in the block. That's 3 MONTHS.

SO · 6 September 2026

★★★★★ 1/5

Google

Elevator has been broken in Grenfell for almost 4 weeks and the Peabody team, whose responsibility it is to fix this urgently, have been taking no urgency. When I call and complain, no one has a clue what’s happening, recieve contradicting answers. I have reminded them we have a disabled family member and our flat is on the top floor of a tall building, so this is quite literally life changing. No reassurance that this will get sorted. Not a single person taking agency to fix this. Appauling

Yonika · 27 November 2025

★★★★★ 1/5

Google

Overpriced, disorganised, and utterly incompetent, avoid Peabody Do not buy a house through this company, because when you come to sell you will regret it. Dealing with Peabody has been one of the most frustrating experiences we’ve ever had. Every department takes five working days to reply - it’s their SLA, and if you get passed around (which is almost guaranteed), prepare for months of delays. It’s like a paper-shuffling office stuck in the 1980s. Selling our shared ownership home has been a nightmare. Estate agents quoted around £3,500 for a full-service sale, professional photos, marketing, viewings, and negotiation all included. Peabody? Well over £8,000 plus additional fees, and you still end up doing most of the work yourself. Their charges for us looked like this: • Just shy of £8,000 assignment fee (1% of the full market value + VAT), with the admin fee below deducted “as a courtesy” • £350 admin fee (non-refundable) • A minimum £240 valuation (which you must arrange) • £450+ in Peabody’s legal fees, plus your own solicitor costs • Around £210 for the leasehold pack So you’re paying thousands more than you would through an independent estate agent, but you’re expected to supply your own professional photos, write the sales copy, host viewings, and pay for the valuation survey. When we asked how they justify charging more to do less, the only answer offered was: “It’s in your contract.” The real problem isn’t the contract, it’s systemic incompetence. Poor communication, disorganisation, and untrained staff create delays at every stage. Even with our MP’s intervention, Peabody failed to respond meaningfully. It took more than seven months after receiving an offer for our sale to painfully move forward. That £8,000 certainly doesn’t buy speed. Every department falls back on its “five working day response time,” which in reality just means endless waiting while nothing happens. It’s telling that Trustpilot is full of five-star reviews from buyers (the easy bit for Peabody) and one-star reviews from sellers (the part they consistently fail at). That should be a warning sign to anyone. For a housing association that presents itself as a charity supporting access to housing, the experience has been disheartening. If you’re thinking of buying through Peabody, think carefully, because when it comes to selling, you’ll be overcharged, under-supported, and left to do their job for them. They may call themselves a charity, but they operate like a failing corporation. Avoid them at all costs.

Leigh · 18 September 2025

★★★★★ 1/5

Trustpilot

Very poor customer service

Very poor customer service. I've been a tenant of Peabody Housing for nearly eight years, and my experience has been extremely disappointing. The customer service and management are very poor. I often have to contact them repeatedly and argue before repairs or other issues are dealt with. For example, I’ve repeatedly asked Peabody to cut or deal with very large trees around my property, which were there before I moved in, but my requests were refused. At the same time, I've seen a neighbor make a similar request and receive a much quicker response. This has made me concerned about whether tenants are treated fairly and equally. Based on my experience, I would not recommend Peabody Housing and believe they urgently need to improve the way they treat their tenants.

Khader · 15 September 2026

★★★★★ 1/5

Trustpilot

Terrible building and poor maintenance

Building management and maintenance is shockingly and consistently poor. The building I loved in had no security - the front door and garage door was broken multiple times for weeks on end. I had packages stolen. Essential services have been just as unreliable. We've had unannounced water shutoffs, a planned hot water outage residents weren't properly notified about, and a 72-hour loss of both heating and hot water during one of the coldest weeks of the year - affecting multiple buildings across the development. Getting information during these outages was its own ordeal: 20+ minute holds on the emergency line, conflicting updates, and staff who didn't seem to know which contractors were on site or when repairs would happen. On top of this, the building lift was out of service for around five months. As a renter, I also found it impossible to raise these issues directly - Peabody refused to engage with my complaints because I wasn't the named leaseholder, leaving me stuck between an unresponsive landlord and a housing association unwilling to talk to me.

Fem · 12 September 2026

★★★★★ 1/5

Trustpilot

When are you going to remove…

When are you going to remove scaffoldings, from February 2026. We can't use balcony, can’t open windows for the whole spring, summer and now is already autumn. Why Peabody never call back regarding our complains, instead replay the same message to everyone: “Please get in touch on 0300 123 3456 where you can also start a Live Chat, so we can help”. We know your number, this the reason we decided to leave out complains here, as you just useless on the phone, putting phone down all the time. I have many CAS numbers already and you never call back.

A · 3 September 2026

★★★★★ 5/5

Trustpilot

The resident resolution team at Peabody…

The resident resolution team at Peabody are amazing . Especially Ruth . Ruth went the full mile to help us resolve at difficult drain issue with a private landlord next to our Peabody property. She coordinated the issue and ensured it went to correct people, in this case Thames water. Thank you .

Nik · 13 March 2026

★★★★★ 1/5

Trustpilot

Shocking as always

Shocking as always! Continual water penetration from tenant above who has mental health issues and does not respond to letters through the door or phonecalls and HOUSING OFFICERS DONT WANT TO GO OUT AND VISIT HER or do anything more permanent like make sure she us properly supported ormove her to a ground floor property where she cant keep spoiling my peaceful enjoyment of my home!!!!!! Another Ombudsman case......

SDB · 4 September 2026

★★★★★ 1/5

Trustpilot

Very useless organisation

Very useless organisation. Abandoned a wet room repairs for more than a year. Disabled has not a shower for more than a year. The system is broken, Ombudsman is inundated.Peabody not fit for purpose

Bunny · 10 May 2026

★★★★★ 1/5

Trustpilot

You can’t speak to your housing manager…

You can’t speak to your housing manager directly you state you’ll leave a message for her to call me back they don’t call back I had to do a complaint online but don’t get any information as to what will happen it’s ridiculous it’s as if you can’t be bothered before we were given the direct email now were told we can’t contact through now we have to phone which is a nightmare as you can’t contact through be waiting on the phone for over half an hour just to ask for a callback it’s not good enough you need a better system to make it easier for residents the same applies to the online page I’ve used this a few times and get absolutely nothing back in response

Eunice · 8 May 2026

★★★★★ 1/5

Trustpilot

Peabody is one of the worst housing…

Peabody is one of the worst housing people to deal with. When you call you go round in a circle they are always transferring you to another team who transfer again and expect you to deal with the contractor they have which is also a terrible experience. I have made numerous complaints and not one has been resolved. They don’t take ownership of what tenants say. You have to deal directly with the contractor and they don’t care they just care about the money they receive from Peabody as a contractor. As a tenant that has a vulnerable house hold it not their priority. I have been trying to get Contrators to rectify their work for months and nothing has happened leaving my living conditions unbearable. I have tried to call Peabody and what do they do refer you back to the contractor so your in a loop. At this point I may have to go down the legal route.

Miss · 8 May 2026

★★★★★ 1/5

Trustpilot

No one from united infrastructure…

No one from united infrastructure turned up as promised on 20/12/2025. I contacted them earlier and no one has given me an explanation or excuse for the no show. Why is Peabody using this company??? They have stated that I will hear from them in the middle of January now. That will be almost 3 months without heating. I have now involved environmental health and will not let up on what amounts to abuse from Peabody and United Infrastructure. Mo and Co, please do not respond to this review because I find your lame responses insulting. 61 years of age with a heart condition and no idea when my heating will be restored. I was promised heaters at 09:00 this morning. It is now 18:36 and clear to me that no one is coming.

Janet · 22 December 2025

★★★★★ 1/5

Trustpilot

Unfortunately this HA

Unfortunately this HA, shouldn’t be existing anymore,, it’s just so bad really people!! This HA couldn’t get any worse,, they don’t care about their tenants, they don’t care about the state of the flats they manage , all they care about is the money, they even charge people with bill they don’t even owe, and now they even have a new tactic to charge you, they send you email and text messages saying something like” Your rent have not been paid” to pressure you and scare you, these people are so cruel, they are now apparently doing a gas raiser at beveridge court Saunders way THAMESMEAD which by the way is not needed, and they are moving the gas meter to the side of the boiler and and near the cooker in the kitchen!! That’s a hazard!! And is dangerous!! They really don’t care to put people on danger ⛔️,, this company should be shut for good, and plus the people who they send to do those jobs are very young boys ( apprentices!! This people should be doing repairs that are really needed, and stop forcing people to accept unnecessary repairs!!! It’s so tiring and stressful!!!

Lara · 3 December 2024

★★★★★ 5/5

Trustpilot

Improved repairs and complaints service

In 2023 I gave peabody 1 stars because of the mess catalyst clowns left and peabody being new were delayed in getting things done to fix the disrepair in my home due to most probably their own backlog.Through multiple complaints, the repairs were carried out:The front door was replaced to fire doorWater tank renewed and now shower / bath pressure reasonable Holes in walls and ceilings filled/ plastered. There is one item remaining from this original complaint that I will pick up directly with my complaints officer. Otherwise, for this case the service has improved and I had to come back to say thank you.

Miss · 26 November 2024

★★★★★ 1/5

Trustpilot

Unhappy Tenant

I moved into an Apartment at the Forston Apartments Block back on July 8th this year. Since that date my Front Door has not been working properly as the automatic function is not working. I took the Law into my own hands and went to Westminster Bridge Road and saw a Representative who for GDPR reasons cannot be named. An Emergency Job Reference in August was raised and to this very day nothing has materialised. It would appear that Peabody are full of Bullshit and will say one thing but as for action being taken is another thing. We are now in late November and Peabody are fully aware that a Contract with the Tenant has been raised and that a sub section of the Tenancy Agreement is for Peabody their responsibilities. It would appear that they are totally of the opinion that as long as they get their Rent Money then their motto is " I'm already jack ". Perhaps they should start reading sub section 2.4 their responsibilities plus they are putting their Tenants at risk, as I wrote an email to the CEO which I bet will be passed down the line and he will pass it onto someone to answer on his behalf. I used to be in an Industry for 42 years that relied heavily on HSE code of practice and perhaps if they were to get involved,that might make Peabody think twice.

Thomas · 24 November 2024

★★★★★ 5/5

Trustpilot

Exceptional Support from Peabody Housing, A Truly Stress-Free Experience!

I had the pleasure of speaking with Charles today at Peabody Housing, and I can’t say enough about the positive experience. Typically, what starts as a small issue can quickly become complicated, with repeated calls and explanations needed. Even when I’ve been asked to submit documents, I’ve often found they weren’t forwarded properly, leading to ongoing delays.Today, however, was a different story. Charles was incredibly polite and thorough. He carefully looked into my request, identified what was needed, and coordinated with Dwayne, who was equally fantastic. Together, they set up a case number for me, ensuring future calls would be easier. This was a huge relief, especially as a full-time hospital worker with limited time to follow up. Thanks to these two young men, the entire process was smooth, efficient, and stress-free. My issue was resolved quickly, and I felt truly valued as a tenant.A big thank you to Charles, Dwayne, and Peabody Housing for the outstanding support!

Yasmin · 6 November 2024

★★★★★ 1/5

Trustpilot

This company do not live up to what…

This company do not live up to what they promise. A management pack was promised to be sent within 30 days here we are now on week 8. Like other people who have also complained about the situation with the management pack this company is shocking and ruining peoples lives and costing All of us money that we have invested in this sale / purchase. There is no way to get hold of anybody to try and progress things and we are all left in the dark. I very much fair that my sale and purchase will fall through due to their inefficiency in this digital age a PDF will take no more than a few minutes To send. Attitude is upsetting and they are affecting peoples lives greatly

Heather · 2 November 2024

★★★★★ 1/5

Trustpilot

I feel so let down

I feel so let down, disappointed and frustrated. Waiting for what is known as a management pack, Peabody advised a response in 30 working days and its gone over this timeframe and still no response. Everytime I phone no one has a clue and says they themselves can't get a hold of the homeownership team. How is that even possible?! I really would like these documents, why is it so hard to send across documents you should already have??? Lost for words and don't even know what to do anymore. I don't want to lose my sale : (

Charmaine · 29 October 2024

★★★★★ 1/5

Trustpilot

Peabody want to do an electrical test…

Peabody want to do an electrical test in my home. No problem, but I have had 2 letters from them. First was a threatening one saying I would not grant access. Utter rubbish as I have called on untold occassions only to be told it is being dealt with. It is not. Lies. I have even been to their office in Joyce Dawson way. No luck there. Finally got an appointment with Fixatech only to be told the day before it is not my home they will be testing. Appt cancelled. Today I got a solicitors letter threatening a fine of £1500 for non compliance. Looks like I will be back to their offices on Monday to sort this out. I have never seen incompetance to this degree in my life. Peabody please do not tell me to contact customer services. Bunch of clowns. See you lot on Monday, incompetant clowns.

Peter · 29 September 2024

★★★★★ 1/5

Trustpilot

Raised and issue with elderly tenant…

Raised and issue with elderly tenant living above me who needed urgent help. Nothing was done except raising a concern form. Nobody went to see him. Now things have got worse. What's wrong with peabody? Plenty of negative reviews on here. Why dont they do something about it.

Gareth · 20 October 2025

★★★★★ 1/5

Trustpilot

Worst housing association ever

Worst housing association ever I bought my Flat peabody is the landlord of the building I regret i bought this flat because my Flat is having damp and Mould because of peabody fault We been suffered a lot Peabody don't care about anyone they just want your money and increase the Service charge every year Guttering and airbrick was having cause in my flat very bad smell aswell I'm asking for compensation with peabody they are ignoring me They don't even pick up my phone, not even reply to my emailI wish this company would get close forever Worst company ever 😪 Hope someone close this association Never ever buy or Rent with peabody association people believe me We are suffering from them for years and years nothing has been done I complained so many time still nothing All Staff are so rude 😒 be careful with peabody association

Sucdoz786 · 22 September 2024

★★★★★ 1/5

Trustpilot

Absolutely terrible service

Absolutely terrible service. The sale of the apartment has been going on for 7 months with no end in sight. There has been no contact with Peabody solicitors for 4 weeks. Dozens of messages and emails have been left. My solicitors are at a loss. My wife was going through this stress in the 9th month of pregnancy, and even after giving birth, it is still ongoing. Each month of delay costs us £2,500.After my comment yesterday, I received the following response. The response that absolutely explains nothing and only adds more stress. We are currently in discussions with a lawyer to resolve this issue„ ‘I’m consistently chasing Peabody’s internal department for sign off to get the Deed sealed. I have chased them again today and will continue to do so until I have an update on the position’”

Maciej · 20 September 2024

★★★★★ 1/5

Trustpilot

Home Ownership Team nightmare

I would give zero if there was an option for this. Like many others have stated, absolute lack of response from the Home Ownership team. I sent my initial request for a compliance certificate since 24th June. Absolutely no response till date (17th Sept), despite multiple phone calls, emails, Twitter requests. Peabody Complaints team have also not responded to or even acknowledged my complaints. Complete shambles, I'm not sure how they're getting away with it.And pls, no auto response about contacting your Contact Centre. That is absolutely useless as I get varying responses and they are never able to assist further.

Labukun · 17 September 2024