Trusted Agent profile · London
★★★★★
1,556 reviews across 2 platforms
Westminster Bridge Road, London, SE1 7JB
Peabody Trust's office in London, at Westminster Bridge Road, is rated 2.4 out of 5 across 1,556 reviews on two platforms, including 398 Google reviews rated 2.1.
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Every review we hold for the London office, from every platform, shown as written. First names only.
5/5
TrustpilotPlummer was excelent
Plummer was excelent. He arrived on time, was polite and explained what he would do. Now my shower and bath taps work and pressure of water is fabulous.Thank you.
Hi HazelReally pleased everything went well with you repairMany ThanksCustomer Hub @ Peabody
5/5
GoogleHad A2B scaffolding came out today and was amazing doing the roof not like the cowboys before explaining what they was doing well polite and nice workmanship
1/5
TrustpilotSolicited reviews aside
Solicited reviews aside, Peabody can't cope with pretending to be an actual housing landlord. Contractors are told to lie if they miss appointments, systematically blaming the customer, and coming up with ridiculous reasons for their non-attendance. "We tried calling you but got no response", "We came round but no-one was in". When challenged with supporting evidence, call logs, CCTV etc. (Ring, Ring! ), Peabody just ignore your emails and complaints. If their collective incompetence wasn't so tiresome, de-humanising and contrary to their ethos, it would be laughable. Why? anyone with any choice in the matter would purchase or lease a Peabody property is completely beyond me. Call times are now... "We aim to answer your call in 6 mins, 15 mins, no sorry 34mins, 40mins...". Used to be 3 mins tops but then we used to have an estate office, it's now just used for anonymous staff meetings and I think TBrown use it for the toilet facilities !!!! Damp, mould, single glazing, no insulation, heat loss, problems with sound insulation, Peabody can't or won't maintain or improve its own established housing stock, never have, never will. The Decent Homes Scheme for Peabody was getting away the barest minimum. Eventually, (about 5 years) the new builds will fall in to disrepair and go the same way as much older properties.Bigger doesn't mean better.
Hello AngelaHaving checked our records I can see some of the points you have raised here, are being actively being addressed or investigated further to provide responses. I have advised those involved of your Trustpilot review and points raised.There have been some recent changes to the phone systems to help improve the interactive voice recordings that play while someone is waiting to speak to a customer service officer in the Customer Hub. We do have peak periods when wait times are slightly longer. Our opening hours are Monday - Friday 8am - 8pm and Saturday 9am - 1pm to try and residents the opportunity to call back at different times which might be more convenient.Customer HubPeabody
4/5
TrustpilotI was very happy with the engineer who…
I was very happy with the engineer who came to repair and service my boiler, he went the extra mile to ensure that it was clean and the pressure on my boiler was also correctly checked, so during the winter time, I will be warm throughout, I was very grateful and happy, I wish other engineers had the same qualities when carrying out a repair, as it shows they really care for the safety and wellbeing of all residents
Hi FrancisWe are please to see the engineer who recently attended your home to help with you boiler, did such a great job and was a positive experience for you.Many Thanks for taking the time to leave a reviewCustomer HubPeabody
4/5
TrustpilotThe electrician was very good and did a…
The electrician was very good and did a great job of replacing my shower. I would rate him 5 gold stars. The way that the repair job is flagged up, then the job is out out to tender, then approved, then 3-5 working days to book in is extremely frustrating. We had no hot water or washing facilities for over a month. Apparently you can just ‘boil the kettle and wash in the kitchen sink’.
Hi DianaSorry this repair took longer than you would have liked, but we are happy the operative who attended replaced you shower and you were happy with their serviceMany ThanksCustomer Hub @ Peabody
1/5
TrustpilotNo lifts no response emergency line
As I write Rosea Apartments have no lifts at all. Tenants trying all morning to get through to get help. Noone seems to be picking up on emergency line. Less able are essentially trapped if there was a fire.
Hi,I apologise for the delays in this repair. Can you please contact us on 0300 123 3456 so that we can follow this up for you.Regards,Customer Hub - Peabody
1/5
TrustpilotPeabody communication system does not…
Peabody communication system does not work. Tenants and residents have been completely let down. although their glossy news letter states otherwise. The only way you get answers is by employing a housing disrepair lawyer, on a no win no fee basis.
Good Morning ,I am sorry to hear about your experience with us.Our Contact Centre is in place to assist with any queries you may have, the team can also escalate any issues should this be needed. Please do get in touch with us by phone on 0300 123 3456 or using a web form on our website - https://www.peabody.org.uk/contact-us/ . The team will get back to you as quickly as possible.Kind RegardsYilka
1/5
TrustpilotVERY VERY POOR SERVICE NOT FIT FOR…
VERY VERY POOR SERVICE NOT FIT FOR PURPOSE DO NOT TURN UP FOR REPAIRS KEPT PUTTING ME ON HOLD THEN CUT ME OF WHAT MORE IS THERE TO SAY YOU STILL HAVE NOT GOT A GRIP OF YOUR BROKEN COMPANY.
Hello Marcia We are sorry to read your review.If there is anything you would like us to investigate or review please do get in touch with us by phone or using a web form on our website. The team will get back to you as quickly as possible.Many Thanks,Peabody.
1/5
GoogleThey do not care about people here just money
Hello, Thank you for your review. Please could you get in touch by giving us a call on 0300 123 3456 or contact us online peabody.org.uk/contact-us so we can help with your experience. Thanks, James.
1/5
TrustpilotThough appreciate job finally been done…
Though appreciate job finally been done only been waiting since February, then wasted my whole 6 weeks school holidays with missed, cancelled, not attended appointments with no phone calls.The decorator came in at 9.50am looked at bathroom n said whats wrong with it? I had to explain had mould treatment done(3rd time) and that he was decorating it in white mould proof paint. Then he disappeared for nearly an hour, and found out was in his van at 12.50pm, so i asked him how long he was going to be , he said what on my break( he never said was leaving house to have a break) I said no to finish bathroom as appointment was between 8-1pm and had to go out, asked how long he was going to be and said until 3pm. He finished at 2 .20pm. Obviously paint was still wet so couldn't see quality of work, though looked patchy. Yes I was right next day saw the poor quality of his painting its patchy and not professional. But just could not be bothered to inform Peabody as been a nightmare, and wld not want him back to touch up. Sorry to complain but after months of waiting was sad with attitude and work of painter.
Hi MaureenThank you for sending over your review, please send over a complaint at the 'Contact us' page of the Peabody website, I'll leave the link below. We can investigate the issues you have experienced and you can also attach pictures so we can review the quality of the work you aren't happy with and discuss this with our contractorhttps://www.peabody.org.uk/contact-usMany ThanksCustomer HubPeabody
1/5
TrustpilotBlatant overcharging
For the past two years I have been over charged on my service charges for a water tank and Legionella testing of said tank, which does not exist in my property, a Victorian house. In 2019 I was finally refunded, after months of complaints. When I received my service charges for 2020, the charge was back. My first complaint was by the Peabody website online form, in March 2021. I received an email in May 2021 to say they were looking into my complaint, which would take 10 days. I have been emailing and calling continuously since, and have had no response or refund from Peabody. Peabody have also not maintained the outside of property for 11 years, which is in breach of the lease
Hello CindyI am sorry to read you have had ongoing issues with service charges, and still have an outstanding compliant you are waiting on a response for. We will look into this and make contact with you shortly.Many ThanksCustomer HubPeabody
1/5
TrustpilotTake them to court get some cash over and over again. Until they listen. That’s a BIG IF…
How can Peabody improve well here it’s is I can write a book! Probably I should will call it PEABODY DONT CARE & FULL OF LIES.
4/5
GoogleSince Peabody have taken over from family mosaic, I have found that things have improved when it comes to repairs ect. I was having a few issues with outstanding repairs so called up the customer care line. Got a representative called Kerry my goodness Peabody you need to make this lady a supervisor. Her customer service was and her mannerisms were amazing. Thank you Kerry
1/5
TrustpilotDon’t bother using the official…
Don’t bother using the official complaints procedure, it will be a waste of your energy, and it’s likely you are already very low in resources, mental, financial or otherwise, as a result of your battle with this dysfunctional organisation. Staff close ranks, the housing managers are utterly inept and could not care less about you, they were likely recruited by friends and relations who already work there, with the promise of very little work to do. Get yourself a no win no fee solicitor. Your issues won’t be fixed very quickly but at least you won’t feel as if you’re battling them alone, and it will force Peabody to deal with some statutory liabilities, such as rodent control. Peabody are about to subsume yet another housing provider, so you can be sure the service will get even worse. Eventually they will have to stop calling themselves Peabody and have a rebranding, because their reputation has sunk so low. At the moment there are still people who think that because they are a charitable organisation and have been around a long time they must have a good reputation. In fact they are just speculative builders with vast assets and apparently very little accountability.
Hello Mark, I am sorry to read your experience of the complaints process didn't provide the outcome you wanted. If there is anything else we can help with please contact us. I will forward your feedback over to our Customer Experience Team. Our process of complaints is available at this link from out website https://www.peabody.org.uk/about-us/our-performance/our-complaints-process. Many Thank - Customer Hub @ Peabody
1/5
TrustpilotPeabody
Peabody, pah, I spit on your uselessness to provide social and owner-occupied tenants homes fit for purpose and at a reasonable price. George Peabody is spinning in his grave at what his charitable trust has become. We have been living with a soaking wet bathroom ceiling that is bit by bit collapsing. We have reported this repair umpteen times and the excuses get better and better. My wet room leaks water into my hallway as it was never installed properly and yet we’re not entitled to a proper bathroom? Unfortunately for us the wet room was installed for the previous tenant so apparently it’s our own fault for doing a swap. I have on numerous occasions told the customer service team that I couldn’t ask to try out the bathroom when initially talking about a swap. Anyway cut a long story short Peabody are slum landlords whose portfolio is now unmanageable and yet they continue to build. Why don’t you manage the properties you already have better rather than looking for profits!
Hello Tony. I am sorry to read the situation you are experiencing with your bathroom since moving into the property. Please can you send a new enquiry over from the 'Contact Us' page at the Peabody website, please mention that this was requested after your Trust Pilot review. We can then take another look into what we can do to help. Many Thanks - Customer Hub @ Peabody
1/5
TrustpilotTerrible organization
Terrible organization, I’ve chased them so many times its beyond believable at this point, Im just desperately sending emails at this point but no answers. Every time I call they tell me they will look into my situation and call back but they never do. I’ve filed a complaint with the UK Housing Ombudsman which will hopefully lead to a hefty fine for Peabody.
Hello Marek We are sorry to read your review, if there is anything you would like us to investigate or review please do get back in touch with us by phone or using a web form on our website and the team will get back to you as quickly as possible.Many ThanksPeabody
1/5
TrustpilotIncompitent housing association
Imy partner and I have been with these incompetent negligent company since we moved into one of there property's last year. We have had nothing but problems with mould damp and leaks.My partner and I sleep on a mattress in the kitchen and he is on crutches. He also has mental health issues where we have to go to hotels or he will sleep in the local park. He refuses to step into the flat. It has got so bad that I have had to call in the local MP and get a solicitor involved to get any repairs done. I have also received an email stating they do not understand the relationship I have with the property seeing as I live there and the housing in benefit is in my name and not my partner's. They should check there computers and do there job properly. They should not be called a housing association.
Hi Tina - we are sorry to hear of this ongoing bad experience with your flat. If you have any enquiries outstanding, we would like to help you. Can you please get in touch with Peabody directly via the Contact Us page on our website? Thank you - Customer Hub @ Peabody
1/5
TrustpilotUseless
Needed to speak to Peabody about a flat for shared ownership. Tried numerous times, left a few messages. Never received a call back. The owner of the flat confirmed that nobody reached out to her to discuss from Peabody despite numerous calls. I have 3 words to describe the company: useless, unprofessional and incompetent.
HelloWe are sorry to read your review.If there is anything you would like us to investigate or review please do get in touch with us by phone or using a web form on our website. The team will get back to you as quickly as possible.Many Thanks,Peabody.
1/5
TrustpilotRegurgitated responses
See. All below are automated responses from a company who don't give a fig. Nobody speaks to each other or "owns" the problems. Watch and see that the response to this is the same regurgitated rubbish.
Hello,I’m sorry to hear you’re experiencing issues with our service. Please do get in touch with our team by calling on 0300 123 3456, you can also log a complaint on our website however this cannot be done by your My Peabody account.I’m afraid we can’t respond to issues through public forums for security reasons. This approach also ensures we are in line with the Housing Ombudsman’s Complaint Handling Code.Thanks for your understanding.Kind Regards,Ally.
5/5
TrustpilotFast, efficient, tidy work man
The booking was messed up once but they were apologetic and when the guy came he was fast and efficient and did a really good job. We needed the kitchen light fitting replaced and I was told I’d have to buy the bulb. So glad I didn’t because it was replaced with an up to date fitting that the old bulb would not have fitted so SO GLAD I hadn’t ordered one in advance!
Hello RachelWe are pleased to see although off to a tricky start with the booking, you have a new light and you were happy with the serviceMany thanks for the reviewCustomer Hub @ Peabody
1/5
TrustpilotAvoid this incompetent shoddy…
Avoid this incompetent shoddy “organisation”They do not care about their tenants, costs incurred by them and monies lost through their inability to complete a form!They’ve had three months and we’re still waiting, their solicitors are just as bad Only a company that does not have to account for its actions could perform this badlyDo yourself a favour and go to someone elseAnyone else
Hi,I am sorry to hear about these issues. Please contact us on 0300 123 3456 or advise your solicitor to also contact us so that we can try and help you with this.Regards,Peabody.
1/5
GoogleThe worst customer service I have ever experienced. I think Peabody has done this by design in the hope that those with genuine concerns simply give up. They should be investigated for the way they operate.
Hi Emma, I’m sorry to hear you’re experiencing issues with our service. Please do get in touch with our team by calling on 0300 123 3456. I’m afraid we can’t respond to issues through public forums for security reasons. This approach also ensures we are in line with the Housing Ombudsman’s Complaint Handling Code. Thanks for your understanding Kind Regards Yilka
1/5
TrustpilotNot fit for purpose
I have been a Peabody Tenant since 1984 and currently live in a property which hasn't been updated or modernised since the 1950s. We still don't have double glazing and no cyclical repairs have been done for over 15 years. You have to secure legal representation to get basic repairs and maintenance done or finance this yourself. Dealing with Peabody staff is demoralising and significantly impacts on your mental health. Peabody are only interested in money and profit and have taken human beings out of the equation. They do just enough for certain people in order to be seen as a social housing landlord and to secure funding, which they then use to build homes most people can't afford, while leaving established tenants in freezing cold, poorly ventilated, damp, dated, noisy homes which cause significant health problems.
Hello Angela - If there is anything we can do to help with this situation, please do contact us directly via our website. We would like to help if you have any outstanding enquiries. Thank you, Customer Hub @ Peabody
1/5
TrustpilotI have been calling since 8am
I have been calling since 8am now 9:32 waiting over 15mins to speak to someone to only have the line drop 5 times. What a nightmare! Called to discuss about a compensation offer to only be withdrawn from the author. Luckily I saved the letter.
Good Afternoon,I am sorry to hear about your experience with us.Our Contact Centre is in place to assist with any queries you may have, the team can also escalate any issues should this be needed. Please do get in touch with us by phone on 0300 123 3456 or using a web form on our website - https://www.peabody.org.uk/contact-us/ . The team will get back to you as quickly as possible.Kind RegardsJames
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Tell us what you need and we'll put you in touch. Peabody Trust hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near London.
