Peabody Trust London reviews

★★★★★ 1/5

Trustpilot

Peabody Trust should not allowed to be a registered Charity!

Absolutely disgusting and awful service from this company and Peabody Estates (which is as a joke a registered charity), although I think all the negative reviews show this. My parents have been left with no gas for 13 days and are living in a freezing flat with no heating or hot water. My dad is a pensioner with mobility issues and just keep being told to boil and carry pans of hot water….totally irresponsible. There are also questions over whether these ‘engineers’ are even fully qualified as so far none of them have helped or even told the truth. Peabody have also provided very little help and after waiting on hold for over an hour, are met with condescending workers who belittle my parents constantly and allow them to live in a flat with mould and damp and has not undergone any renovations or updates for 30 years. Disgusting service and should be ashamed.

Rachel · 5 April 2022

★★★★★ 1/5

Trustpilot

I can strongly recommend against buying…

I can strongly recommend against buying a Peabody shared ownership property. In the midst of the pandemic, they decided to increase their 'admin fee' for reselling your shared ownership home from 1.5% of share value to 1% of full market value, on a £400k property at 25% share (£100k) that means that your 'admin fee' would have increased from £1,500 to £4,000. Considering shared ownership is an 'affordable housing scheme' to help people get on the ladder and that Peabody receives government funding these increases in fees are quite shocking. This 'admin fee' is apparently for them to list the property on their website and doesn't include any of their legal fees, valuation, photography etc. So to summarise, read the fine print and be aware that they can seemingly change these costs, during your tenancy, without any consultation or correspondence. Never again. I'd also like to add that their complaints procedure and contact centre are not fit for purpose. I lodged a safety concern almost 3 months ago and have yet to receive a resolution.

Kyle · 28 March 2022

★★★★★ 1/5

Trustpilot

Still waiting on a reply to a complaint…

Still waiting on a reply to a complaint 3 months later after being messed around terribly by Peabody. Left with no heating, hot water or power in kitchen for over 3 weeks and now being ignored when asking for basic compensation as set out on there website.Don’t bother commenting that I should call the customer help line as I have 17 times and I’ve yet to get a single call back! Only time Peabody will call is if rent isn’t paid on time, shocking company to deal with.

Danny · 23 March 2022

★★★★★ 1/5

Trustpilot

Axis - serious breach of safety to tenants. Beware!

Axis - serious breach of safety to tenants. Beware!27th October: An email was to the Resident Liaison Officer regarding concerns over the securement of the communal garden to property. Building works were taking place on the building. It clearly outlined my fear of people gaining entry to the property and burglary. This was outright ignored and instead a reply stating 'Just to clarify, we will be carrying out external cyclical repairs only and internal communal redecoration works to the hallway.' Late October- A man came to the back patio fence and shouted to get my attention as I was in the kitchen with the back door ajar. He then proceeded to open the fence door, I asked him who he was and he said that he worked for Axis. I then asked him for his ID - he didn't have it and said he needed to look at the ceiling of the balcony. I stated that you cannot just walk through into someone's home and I would not be letting him in without ID. He said that he would return after picking up his ID. He did not return. As I already bought this up previously and it was ignored, it suggests a complete lack of respect for tenants as this part of the email was not even acknowledged. As he did not return, had no ID and the back gate to the communal gardens has been left open for anyone to come through - you can only assume that this was someone who was scoping the flat to be burgled. An email was again sent to the Resident Liaison Officer who replied 'All our operatives wear Axis hi vis vests'. In November - I noticed my elderly neighbour wearing a high visibility jacket with the axis label on it.I emailed once again asking for an explanation as to why my elderly neighbour has been out wearing a high visibility jacket with the axis label on it? I had already spoken with him regarding this as a security issue and asked where he had obtained the jacket and to take it off immediately. My initial concerns were clearly outlined in the first email and were not acknowledged. The reply - We are aware of this issue and it has been addressed today. So, you cannot trust that those wearing high vis jackets are actually working at the company. Be aware that these jackets are in circulation. Axis have demonstrated a complete lack of respect for tenants safety. Be aware that if they are working in the area, that you can bet that if anything is stolen or someone is pretending to work for the company - Axis will not investigate and instead reply with one sentence.

BHD · 19 March 2022

★★★★★ 5/5

Trustpilot

operatives who attended today - particularly the older out of the two

I hope this goes to the operatives who attended my home - and NOT the telephonist who took the call. Today two operatives attended my home to fix the tiles and the toilet. I believe one was training the other. And I'll say this - the younger man couldn't have wished for a more kinder, professional teacher. Conscientious - tidy and methodical - and highly professional. Frankly, he really is one of a kind.Thank you soooo much, because l was having a really bad day, and your approach to, and empathy of, the situation made all the difference. Paulette May

Paulette · 15 March 2022

★★★★★ 1/5

Trustpilot

Slow Communication and One-Sided Efficiency

Would not give any stars.

Jozsef · 9 September 2026

★★★★★ 1/5

Trustpilot

Avoid at all cost

I don't know how a property management company could be worse. Their communication is beyond poor. They constantly play the blame game. We are now in a building with 40 flats with all fire safety doors open and drug addicts camping over night for months, yet they think it's not an emergency.

Tudor · 21 August 2025

★★★★★ 3/5

Trustpilot

Cheap but functional

The plumber was on time, professional, communicated the problem and the remedy. He popped out to get the necessary materials. I was busy (working from home) when he returned so I left him to carry on. He notified me when he finished and asked me to have a look, he cleaned after himself and the replaced taps were functioning. The only issue I have is that the taps were replaced with cheaper ones which reduced the aesthetic appeal of the bathroom.

Josephine · 8 March 2022

★★★★★ 1/5

Trustpilot

Poor response as per usual

Peabody really need to realise that doing a patch up job, instead of a proper repair and replacement will save them money in the long run. Job poorly done through no fault of the contractor, working with a substandard material that should have been replaced to PVC. An MDF window sill immediately above the bath/shower was a stupid choice to begin with, asked for a PVC windowsill (as all my neighbours have had over the last few months) after it began to rot, warp and look unsightly. It was sanded and painted and looks awful.

Cristina · 7 March 2022

★★★★★ 5/5

Trustpilot

The response to my complaint was very…

The response to my complaint was very quick and all rubbish was taken away.

Donat · 20 October 2025

★★★★★ 5/5

Trustpilot

TNS Contractors great job

TNS contractors surveyed and replaced my bathroom tiles. Yanis is so lovely, he went above and beyond. Thank you so much. I just wish all the contractors were like this!

Suzuki · 9 June 2022

★★★★★ 1/5

Trustpilot

Left me without a gasline for my cooker…

Left me without a gasline for my cooker for 6 weeks as a vulnerable tennant with a 4 year old. I moved into a really bad condition flat after fleeing domestic violence and this has triggered my mental health into a manic state. My kitchen looks like they went to a jumbo sale and randomly pieced together a kitchen (ITS HORRENDOUS) I never wven got to view this property i just had to sign the tenancy and collect the keys. I waited 6 weeks and was told the kitchen and bathroom was being redone and nothing was done.

It's · 2 March 2022

★★★★★ 5/5

Trustpilot

Plumping Repair

My bathroom plump was leaking since 2 weeks ago, I was booked the repair after two weeks which was today. Even though that was a very late appointment, as the dirty water was going on my floor and I had to temporarily prevent it myself, but the service I received today from the plumper, Amado Fotoban, was very clean, fast and efficient. He did a great job and he was very caring and polite. Thank you.

Yasaman · 2 September 2022

★★★★★ 5/5

Trustpilot

BATHDROOM EXTRACTOR

The electricion was absolutely 💯, Danny thank you.. called back then , in 2018, family mosaic to fix my cold water tap and my extractor fan in the bathroom.I have been suffering with bad depression and mental health problems, went into a dark place, and didn't follow it up.. They didntnfix nothing.I pushed myself to put in the repairs. And they sent the election out..who managed to change the extractor in 10 mins..Thanks again Danny

Donna · 11 October 2022

★★★★★ 1/5

Trustpilot

Shocking how you still treat people…

Shocking how you still treat people that have been long standing tenants. The company that you have to fix boilers ect (TBrown) are a disgrace they don’t know what they are doing cowboys in my eyes. We have had a boiler not working since Christmas 2021 and still waiting. Every time you call they say to call TBrown as nothing to do with them, both pass the blame on one another. Still waiting on a response for my them as complained previously. Should be ashamed of yourselves.

Francisco · 24 February 2022

★★★★★ 1/5

Trustpilot

Catalyst/Peabody

What a useless company, how can someone wait months for a reply?! Are all the staff asleep or something, do they just delete all emails instead of actually replying back! I just don't get how a workplace is run this badly and how this housing association is still running. I would if you can avoid anything related to this company and do not buy a property from them!!

Kamran · 28 May 2023

★★★★★ 5/5

Trustpilot

Today's visit was brillant

Today's visit was brillant. The man has been before and is always very helpful. However I have about 10 repairs and I have waited in the whole day for a no show or turns up hours late. I wouldn't recommend this service as a whole. The communication in the offices are shocking. The whole company is shocking and customer service isn't great. I still have outstanding repairs at my new property but no one has bothered to call me.

Coral · 28 February 2022

★★★★★ 1/5

Trustpilot

Extremely rude customer service

Been trying to sort out my issue with my service charge for 7 months now. Customer service team literally hanged up on me while I was explaining the situation. People from Peabody have literally no respect for their customers. Avoid at all costs.

Beniamino · 18 October 2024

★★★★★ 1/5

Trustpilot

I have been waiting for my home to be…

I have been waiting for my home to be made safe for my vulnerable, disabled child for 4 years now and all I got was false promises and being messed about.I've spent hundreds of hours on the phone, wrote countless emails with the support of my son's special needs school and occupational therapist but 4 years on I'm still waiting for a simple job to be completed.Very sad indeed that you care this little about your vunerable tenants.

A · 1 April 2022

★★★★★ 1/5

Trustpilot

Freehold chain fell down due to Peabody…

Freehold chain fell down due to Peabody hold over the Freehold deeds if they don't pay, this meant the mortgage company pulled out their offer. It also took 3 months to get the management pack in the first place.

John · 7 December 2024

★★★★★ 3/5

Trustpilot

The state I live bike area not suitable…

The state I live bike area not suitable for bike , people dumping their staff , car park , full of rubbish and cluttered, state walls are dirty ,glass of one of main entrance blocks is broken since more than a month, it has been repotted but not fixed yet. We don’t know who is neighbourhood manager.They don’t do repair on time .

Bashir · 1 September 2023

★★★★★ 1/5

Trustpilot

The customer service handlers are rude

The customer service handlers are rude, passive aggressive on the phone, hateful and un professional. They seem so angry when i speak with them! Like they dislike me? Is it dicrimination? Racism? The experience I have had with these people is un forgettable. The particular call handlers ive spoke with are ao aggressive when they speak, like why? The way they have made me feel is horrendous. They never have correct information to give and are judgemental and not helpful for whatever reason from the get go. Please please people avoid this housing association the worst decision I have ever made.

No · 17 November 2021

★★★★★ 5/5

Trustpilot

Finally someone at Peabody what can get the job done.

Thanks to Maria, The Housing Officer at Peabody, for sorting out my repairs-my Greenwood Airvac air-con. At last, someone who knows what they are doing and can get the job done within a flash.

Jairus · 5 July 2021

★★★★★ 1/5

Trustpilot

Ongoing leak since last year

Ongoing leak since last year, numerous appointments not attended, when some one does attend after many calls , it gets passed to some one else and then job terminated , trying to get through to them is very difficult and when you eventually get through to them, they then book you another appointment or fob you off and repair is still outstanding , since covid service has gone down hill, very stressful dealing with PGM/peabody

Fari · 20 July 2022