Peabody Trust London reviews

★★★★★ 2/5

Trustpilot

The service and support

Lengthy lead times for repairs, some repairs incomplete as limitations with the selected contractors. Limitations on what can be reported as in the list of "typical" defects or issues means not everything can be reported. Long wait times on the phone. Building management is ineffective!

Richard · 11 March 2026

★★★★★ 1/5

Trustpilot

Rotten peabody

I have been a peabody tenant for 12 years. Every time a repair needed to be done, the contractor has done the job in a manner that showed neither care nor professionalism. They know that the work they do will not be inspected, so the work is done without care, using the cheapest option(s) and lacking an overview of the consequences of their unprofessionalism for the tenant and the property.The worst example of how Peabody has left the system developed into anarchy and letting down the tenants is when a carpet fitter was sent by Peabody to the flat above mine to lay an underlay carpet and carpet, he told the tenant that an underlay was not necessary and gave Peabody a price for the job and another price to Peabody.The structure of the building, plywood and floating plaster ceiling between flats requires some soundproofing that can only be obtained by a good quality underlay carpet and thick carpet.The carpet was finally fitted by the tenant himself and obviously he went for the cheapest option as Peabody never recommended a minimum standard of soundproofing materials to be used and never inspected the work done. I now have to endure all the walking, running and domestic life from the tenants above my property.When I approached Peabody to try to find a solution and possibly a mediation meeting, my housing officer answered that everyone can do whatever they want between 7am and 11pm in their property.Peabody does not care about the wellbeing of their tenants, they breach the tenancy agreement and all housing regulations that specifies that a tenant should be able to fully enjoy the property.Due to the level of "impact" noises transmitted through the use poor construction materials and soundproofing. I now have to leave my flat at certain hours of the day because the noise level is unbearable.To conclude if anything, to rent or part buy has Peabody attached to it, do not even approach it. For your wellbeing stay well away from it.response to Peabody's comment:Please show me any prove anyone inspect any work done,

Garcia · 25 August 2023

★★★★★ 1/5

Trustpilot

Peabody thieves NOT social housing.

The fact that this company is responsible for social housing is not funny.The same response to each complaint says a 1000 words.We live on the strawberry vale estate in Finchley N2.Peabody housing association are about to introduce heating and hot water charges on a meter reading basis.This will be run by a separate company which aims to make as much profit as possible.Please read though the following to see how tenants are being treated.January 2023. The SVRA now has a complaint lodged with the Housing Ombudsman about the manner in which Peabody have been dealing with the installation of heat meters. Specifically, the excessive charging apparently planned and also the refusal to confirm or deny the charging in writing. After the intervention by local MP Mike Freer, Peabody have delayed installation until next autumn 'at the earliest'. The planned use of only prepayment meters is also being looked at.27th October 2022. We have heard today that Peabody are now delaying the installation of heat meters until next spring so that they can 'gather more information and engage further with our residents.'Hopefully this means that the ridiculous scale of charging planned through the unregulated sub-contractor Switch2 will be scaled back to an honest level. Also that the completely unjustified and near corrupt increase of the Peabody 'management fee' from 10% to 50% of the gas cost will be removed. It may mean less exotic holidays for Peabody directors but so it should! 14th October 2022. Thanks to the 205 residents who signed the petition against the proposed charging from heat meters. This petition has now gone to Peabody directors. We also now have our local MP, Mike Freer, taking up the case with Peabody. Peabody are due to hold a meeting in the Green Man soon for residents to learn about heat meters. 2nd October 2022. Many residents attended a meeting in the Green Man to learn more about the Peabody plans to install heat meters. The problem is not with the installation but with the tripling of heating charges that will follow. A petition has been organised opposing the plans. There will also be further responses soon as Peabody are now refusing to answer a simple direct question asking them to confirm the intended 180% markup to the gas cost they are planning.Residents here on the communal heating system are not protected by OFGEM or the cap on energy bills.Read here the report in the Financial Times that appeared a few weeks ago about Peabody and their overcharging through service charges. Peabody had been trying to suppress the report for 7 months but it was leaked to the FT. The full report is shown below which is now available on the Peabody website as well as here!29th September 2022. Read a press release here going out to the media about the Peabody plan to triple your charges.19th September 2022. Peabody are continuing with their plan to install 'heat meters' in to each property on the communal heating system. Residents will then have to pay a sub-contractor, Switch2, instead of Peabody. Switch2 will want payments in advance and will have the power to switch off your heating and hot water if you go into arrears.The charges that Switch2 will make will include a new £187 a year standing charge to each home. From the figures given so far, the heating charges will nearly triple! So a tenant paying £500 a year for heating could be charged £1500 including the £187 standing charge. Peabody say that residents will be able to save money by turning down their heating or turning it off using a new room thermostat that they will install. They have also said that you will be able to keep warm from the heat coming through the walls from your neighbours!Switch2 have a reputation for overcharging and for their meters being unreliable. Peabody have not carried out independent checks on Switch2 but have chosen them because they are cheap and part of the deal is that Peabody will take a massive 'Management Fee' for themselves even though they are handing the work over to Switch2. This fee could be £100,000 a year being taken out of residents' payments for their heating. See the table below supplied by Richard Ellis, the Peabody Director of Sustainability.Of further concern, is that all heat meters are known to be unreliable on hot water systems that get air in them. It was air in the system last winter that caused the repeated failures of the communal heating here. Peabody's response to this is just to say all mechanical things can go wrong!The next SVRA meeting on Sunday October 2nd 11am at The Green Man will be to see what we can do to stop or limit the damage to the estate and residents lives by Peabody.

Brian · 25 August 2023

★★★★★ 1/5

Google

These guys have booked over 5 appointments for repairs and don't turn up, peabody is so rubbish. They don't no how to deal with people or even understand how to do a job if they turn up bunch of clowns, join a circus atleast people will laugh at you. Repairs are over due over a year and still waiting ...

Mobz · 23 September 2024

★★★★★ 1/5

Trustpilot

Worst housing association

Worst housing association, reported a leaking roof over 4 years ago still waiting for it to be repaired, it’s affecting my health & cancer treatment but they don’t seem to bothered, rung and emailed numerous times just go round in circles with the same excuses. Been ombudsman 3 times still nothing done looks like I’ve gotta go newspapers and solicitors

Debbie · 19 September 2024

★★★★★ 1/5

Trustpilot

Selling ownership nightmare

We are currently selling our shared ownership home. They are taking 1% commission from full market value of property. We have no direct email or telephone number for someone at resales team. Our buyers solicitor raised extra enquiries 4 weeks ago and we are still awaiting a response. I have called multiple phone numbers at Peabody and I get moved from one department to another and no one can help me or they are just rude.I have raised a complaint and heard nothing. Not sure why I had to pay £500 for a management pack which doesn’t seem to contain the information needed for buyers solicitors. So as always they take your money and give nothing back. Our mortgage offer expires beginning of Sept and I just want Peabody to respond to their solicitor with the answers to the2 extra enquiries so that we can exchange contracts this week.Whatever you do, do not buy a shared ownership home from Peabody.When it comes to sell it, it’s nothing but stress and a complete nightmare with no aftercare help in the sale and with no one to ring. Emails are left unanswered and communication is poor.

Katy · 26 July 2023

★★★★★ 1/5

Google

3 calls made in last 3 days for Homeownership department for information required by Convenyer for remortgage, not able to get further than call center staff given all assurances which does not come to any reality at all, as no one from Homeownership acknowledge or call back nor call center reply with update. ONE BIG NO STAR

Patrick · 28 October 2024

★★★★★ 1/5

Trustpilot

No response after 3 months and no phone service

UPDATE 20 July 2023There is still no response from Peabody I filled out a service recovery on 12 May and was told to wait another week for a response. It is now over 2 months since then and no response has come. 12 May 2023: I contacted Peabody through their website 6 weeks ago and have no confirmation that my contact was received or any response. I've now been on hold for 15 minutes. I'm going back through my notes of contacts with Peabody since 2019. I just saw that last time I had to try to call them three times holding for more than 20minutes and was still not dealt with until I made a formal complaint. Peabody need to really improve their customer service. I'm not sure how they continue to receive so much government funding in the form of rent paid through housing benefits while this level of service continues.UPDATE:PEABODY replied to this review (see below) on 20 May to tell me to contact them through their web form or by telephone. However, I already said that I couldn't get through by phone and that they didn't reply to the web form. The reply to this review from Peabody was therefore unhelpful, to say the least. In the meantime I found a "service recovery form" on their website and submitted my query there. Someone replied to that the following day and said my query has been forwarded to the relevant department and would be replied within 7 to 10 days. I still await a resolution. In my experience queries don't seem to have been resolved unless I submit a formal complaint. Hopefully, I won't need to go that far this time.

Three · 20 July 2023

★★★★★ 5/5

Trustpilot

Jordan is an excellent plumber

Jordan is an excellent plumber. He unblock the sink with care and left the workplace clean. He also showed me the cause of the blockage and advised me for this not to happen again. Thank you Peabody for having an excellent staff.

Mb · 12 August 2022

★★★★★ 1/5

Trustpilot

I tried to get the Peabody estate I…

I tried to get the Peabody estate I live on im Vauxhall bridge road cleaned properly. One cleaner/caretaker is well known for using his floor mop to clean everything including hand services. But the staff do not care. The estate is full of cobwebs, spiders, and flies - withIn the communal hallways, and outside the building. The rubbish bin doors are constantly left open all day which is unhygienic and disgusting. The bend doors have only been cleaned two times maybe three in over 10 years. No one likes living here, or is proud to live here. Living here is like hell. The council keep the roads, pavements and gutters cleaner than our "home" which is obvious to see. Other buildings in close proximity that are not owned by Peabody are kept clean, And well maintained. All Peabody care about is receiving rent. They don't like to spend money improving the estate. Or replacing or painting areas that are in dire need of. The only time they make an effort to clean is when the local MPs are arriving on the estates for a photo shoot. It's the most disgusting place I have ever lived. Trying to have sensible conversations and dealing with certain member's of the staff have been the worst experiences I've ever dealt with, and I have lived in dozens of different types of institutions and buildings. Everything about Peabody is D.I.S.G.U.S.T.I.N.G. which I have documented with photos and videos as proof!

T · 9 July 2023

★★★★★ 5/5

Trustpilot

Amazing staff. Jenny Tyler and Noor DAgostino

I'm writing this review only about Jenny Tyler from the wellbeing team. Not about thr services of Peabody who have been awful. This amazing women is worth her weight in Gold and do not know what I would have done without her. She has been a pillar of strength to me and to my children who both have special needs. She has been a rock emotionally to me over the past 2 years and is a credit to now Peabody. If anyone needs emotional support or help with any practical issues like forms or phone calls then this is the lady to call. I cannot thank this amazing women enough for all of her kindness and support she has given me over the years. I also want to mention another member of staff too in the money advice team. Noor DAgostino. He was been utterly amazing too. Helping me with forms that I could never have completed due to illness. Both members of staff go beyond the call of duty and I'm so amazed just how much they really care. Thank you so much.

Jane · 7 July 2023

★★★★★ 1/5

Trustpilot

awful people

i had a problem with a kitchen mixer tap it was broken and water gushed out of the base when turned on i reported it and an appointment was made for 22 Junereceived two texts that morning to say operative was on their way,no sign no explanation.Made a complaint outcome of which was told the repair people would contact me of course they have not.Have tried phoningthem myself got through and the reply was we do not do your area and we do not know who does ,tried the other number that was given get through it gives you a list of the companies doing repairs but does not tell you the name of the company for your area.Since used a form to request the name of the company but as of yet no reply.If they actually had someone you could talk to instead of a machine this matter could possibly have been resolved by now although i think i am being overly optlmistic

Thomas · 4 July 2023

★★★★★ 1/5

Trustpilot

Peabody tenant living in Squalor, poses fire risk to all neighbours

Peabody have left a tenant to live in Squalor who poses a serious health and safety risk to herself and neighbours, confirmed by the south London fire brigade. I’m now living in fear as a neighbour due to the serious fire risk the property is under. I’ve contacted Peabody so many times. What will it take for Peabody to do something??

Hayley · 15 August 2024

★★★★★ 5/5

Trustpilot

Peabody really come good in the end and…

Peabody really come good in the end and got me what seems like really good neighbours above me. We both had concerns about noice especially as the building is an old conversion . My new neighbour introduced herself and is taking precautions so we both can try and live in harmony . It’s so nice to see the flat above mine being fully restored to a high level a real family home the guys doing the viewings actually were nice and I could see particular in vetting the prospective tenants whist being welcoming and polite. It looks like they got the right tenant who’s looking to take care of her home. So far upstairs looks amazing. It’s nice to see a Peabody home done to such a nice standard.Thanks guys .

William · 2 July 2023

★★★★★ 1/5

Trustpilot

AVOID at any cost

The most awful and dishonest company. You will face no customer care, rude and unprofessional area managers, 20% increases in service charges every year, parking enforcements, dangerous and lifts in the buildings that put your life in danger, no money spent on renovation, and more importantly poorly built homes. Just google Peabody and Ombudsman - no need to say any more ...

Kit · 27 July 2024

★★★★★ 1/5

Trustpilot

Unresponsive, unhelpful and incompetent.

The homeownership approvals team at Peabody have been unresponsive for almost 2 months now. The team are clearly understaffed, and are missing all SLAs leading to property transactions collapsing and additional costs being incurred by leaseholders.Management need to take a serious look at how the team is operating. Leaseholders are being trapped in their properties because of this teams failings.

Harry · 29 August 2024

★★★★★ 1/5

Trustpilot

Peabody too big to care, and they really don’t care!

Ever since Peabody took over Family Mosaic I’ve wanted to change my landlords. Peabody are so big now they cannot and do not care about their tenants. When calling Peabody you can expect to spend on average waiting 20 to 30 minutes on hold. You can hear the low morale of employees when you speak to them in the phone. Employees sound exhausted, frustrated and apathetic at best. It’s clear Peabody have an agenda, I mean when you are a Not-For-Profit Housing Association, the only route you can take is to expand, then expand again, and expand again. When Peabody took over Catalyst Housing, that became the straw that broke the camels back. Internal systems don’t work with each other, new staff trying to assimilate into the cold chaotic structure of Peabody, the ongoing internal restructuring saga, with staff being made redundant and no one having job security, phoning Peabody during this time of chaos was deeply unsatisfactory for the tenant calling Peabody about a problem. No one in Peabody takes responsibility, they have forgotten that their customers are people with mental and physical disabilities, people who don’t speak English fluently, people without smart phones and WiFi, people that maybe find it difficult to articulate their concerns or to understand the new ways of working at Peabody and their policies. Peabody discriminates against in its ability to effectively communicate and deliver a service when things go wrong. If you’re not persistent in your complaints, you will be left overlooked and ignored. Peabody is an awful landlord, I imagine the same lack of compassion and transparency they show now, is the same lack of morals and ethics they exhibited over 100 years ago when they were slum landlords. Peabody stop putting your internal processes at the centre of your Organisation, instead PUT TENANTS AT TGR HEART IF EVERYTHING YOU DO, we the renting tenants pay your wages, we deserve better, be INCLUSIVE, COMMUNICATE, and KEEP IT SIMPLE for us tenants. Just be a compassionate, approachable and effective landlord, look after your staff so they can look after us, the tenants.

Peabody · 26 June 2023

★★★★★ 1/5

Trustpilot

Complaint handling

I’ve raised two complaints, one through Twitter and one via the website, about how Peabody is handling the sale of my property more than three weeks ago and nobody is getting back to me. I’ve emailed several times, but all emails are simply ignored. I was told I would hear back within 10 working days, but still no update.

Jay · 11 September 2024

★★★★★ 1/5

Trustpilot

OePeabody what a crap company with crap customer relations

What do you have to do to get this crap company to call you back Even when they put on Trustpilot that it had been passed to somebody and 11 days later no one calls I do not believe that it has ever been passed to somebody as no contact has been made between them and meEven if you contact them by phone and ask to speak to the CEO you get told that they can't do thatJust wondered if the CEO knows how his company is being run and if we did speak to him whether he has the same attitude as the rest of his employees that he really doesn't give a crap like the rest of his company13 days later and still no phone callDoes this company really care for their customers(NOT BLOODY LIKELY)I really wonder why they put that comment on when they could get off there backsides and call me like I have asked Just wondered if they actually read the contents as they dont do what they are asked and expect you to contact them or fill in a form and if they can be bothered will call you back or come up with another stupid comment

Martin · 23 June 2023

★★★★★ 5/5

Google

Reece and Josh , roofers contracted by Peabody did a good job today. I reported a leaky roof and they turned up with everything needed including a cherry picker! They were polite, courteous and professional. Excellent service, thank you. Jo from Oxford

Johanna · 16 March 2026

★★★★★ 1/5

Google

For the last few years chasing up Peabody for leaks damp mould and window that are totally finish and need new ones letting in cold air, we all know gas ant cheap and having to top up every few days When speaking to Peabody they dont seem too bothered they sent some much different people to come the flat and take pictures over and over again, our home stink from the mould and damp, kitchen cupboards are rotton from the leaks The person in charge of my case always in a meeting g and will call back in 15min or 30min still waiting on the call back, leak was reported before pandemic. So much complaints have even sent to Peabody awe don't even know what to do anymore

DAMO · 21 June 2023

★★★★★ 1/5

Google

Asked for a key copy of communal area to have a regular access to electricity and water meters. Yes, these geniuses locked up utility meters and make you reach them each month for a readings. No response. They give you no direct contact of so called community manager. Asked to fix broken window - a guy came up, pictured the window and referred back to Peabody. Guess what? Silence. The guy who is managing their customers service needs to be fired and sent to dig trenches in Ukraine.

A · 21 June 2023

★★★★★ 1/5

Google

Catalyst/Peabody's customer service is appalling. We've been waiting for a leak to be repaired since November. It's in our 14 month old baby's room posing a significant risk to his health should damp and mould develop. The leak is also causing significant damage to the fabric of the building and I'm amazed that Catalyst/Peabody as the freeholder are not looking to resolve this problem. The repairs team do not care and rarely respond to emails. The one Catalyst/Peabody employee (a so-called Neighbourhood Customer Specialist) who we had received the occasional response from has just gone on maternity leave without any notice or handing us over to anyone else, we just received an out of office and are back to square one. I'm attaching images of the damage caused by the leak - this has been like this since November. This isn't the first time we have had a leak and getting it repaired in the past was painfully slow and they clearly didn't do a good job of fixing it. We were hoping that after the merger with Peabody things might improve, but it seems to have got worse. My wife made a formal complaint through the Peabody website on the 31st January and hasn't had a response. I made a formal complaint through the Catalyst website last week and an employee in the complaints team has responded to me and let me know she has told the repairs team and surveyor about the leak and promised I would have a response by the end of day today but this hasn't happened. I therefore feel I have no option but to make a public complaint about how little care or regard Catalyst/Peabody have for their tenants. It seems that Catalyst/Peabody have absolutely no management or control over their customer service and repair teams. It's astonishing how such a big company can be so poorly managed. Catalyst/Peabody are also completely incapable of sorting out the correct service charges for our property, despite us (and several other leaseholders we know) having highlighted these issues for years. Since 2018 not one person at Catalyst/Peabody has been interested in looking into these problems or resolving them.

Richard · 21 June 2023

★★★★★ 1/5

Google

DO NOT BUY FROM THEM! Let residents move in knowing there are many issues with the building (told us 1 year later) and now we’ve been chasing them to fix it almost every day (not just basic fixes, also electricity, air ventilation and more important stuff). No communication about any issues or loud construction works for months, always blaming contractors when we wait weeks/months to get stuff fixed. And now raised service charge fees by over 10%!! They haven’t done 1% of service/fixes for the current rate. IT’S DISGUISTING! Avoid at all costs!

Barbara · 21 June 2023