Trusted Agent profile · London
★★★★★
1,549 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 1,549 reviews on two platforms, including 398 Google reviews rated 2.1.
Every review we hold for the London office, from every platform, shown as written. First names only.
1/5
TrustpilotIf I could give 0 stars I would!
Very frustrating and if I could give 0 stars I would! Writing as a homeowner who has damage to a wall and fence due to neglect of tenant from Peabody. Have been trying to get this issue sorted for almost 10 months now, only to keep getting told ‘we are looking into it’, ‘leave it with us’
5/5
TrustpilotCompliant Resolution Case
Scaffolding put up to correct a repair for my neighbor's roof was left in my garden for months after work was completed. I had no use of my outdoor area for the whole of the summer months, and if not for the professionalism of Delphine I would have gone through another summer without the use of my garden. Delphine kept me informed throughout the process and was very polite and courteous. Good job well done!
Hello GraceI am very sorry to read of your repair issues although I'm so pleased Delphine was so helpful and managed to have this resolved for you.Thank you for your kind feedback regarding Delphine, which I will pass on to her for you.Best wishesPeabody
1/5
GoogleWorst housing Trust, they don't pick up the phone for repairs, they cancel essential repairs without notice or explanation. They just don't care, I will be writing to my local MP and the Ombudsman, they are not fit for purpose as a Housing Trust. Stop telling people leaving honest reviews about your terrible to call the repair line that nobody picks up I have been waiting over an hour for someone to pick up, stop lying and telling people to report repairs online via their account that you cancel repair requests at random.
1/5
TrustpilotCant give minus stars
Cant give minus stars. 8 years oost grenfell still stuck in shared ownership with no plan for fire remediation. No hot water on monthly basis since 2018. ZERO communications, no accountability. Disgusting shambolic dodgy and unfit ro use the name Peabody
Hello, we’re sorry to hear about your experience and want to understand more so we can help. Please get in touch with your details so we can look into this further for you. You can contact us by calling 0300 123 3456, visiting peabody.org.uk/contact-us or starting a live chat on our website. Thanks, Jax
1/5
TrustpilotThey don’t even deserve 1 star
They don’t even deserve 1 star. They falsely refer to themselves as a not for profit organisation. They charge you maintenance fees in addition to your council tax and outright refuse to do anything they are paid to do. Telling you it’s the council’s responsibility when it is theirs. Oppressors.
5/5
GoogleReported a problem with are skylight to Peabody. A2B RRM arrived in the time slot and came with a cherry picker . Not only did they look at the skylight but fixed a broken tile and pointed are ridge tiles which the previous contractor had done a bad job of. The Lads where very polite and professional. Recommend them to anyone.
Hello, thank you for your feedback. We’re pleased to hear your experience was very helpful and pleasant. Thanks again for your taking the time to share your review and we will pass this feedback. Kind regards Mo
5/5
TrustpilotProfessional and efficient
I submitted a complaint due to some mould in my living room that turned into a very long saga. Monica Jordan managed my complaint as was exceptionally professional and efficient throughout the whole process. She was respondent and shared updates regularly. Believe it or not, the complaint phase was the easiest and quickest part of the whole process! A huge thank to Monica for her fantastic service.
Hi Livy Thank you for you kind review and words, we will feed this backMany ThanksPeabody
5/5
TrustpilotLisa went above and beyond to try and…
Lisa went above and beyond to try and help me and took her time to help and to listen to me never rushed me to get off the phone very understanding very helpful and willing to help. Lisa definitely deserves award as well the acknowledgement on how great of a person she is. Thank you lisa. Every time I've spoken with peabody never once have I spoken to someone like lisa she was really nice and absolutely amazing.
Hello KieraThank you for your review of the experience you had when being helped by Lisa.Peabody do have a recognition award service our customers can use online when they want to highlight a member of staff of went above and beyond, I'll include the link if you wish to do this for Lisa.https://www.peabodygroup.org.uk/about-us/working-for-us/wow-awardsMany ThanksCustomer Hub @ Peabody
1/5
TrustpilotRang to make a complaint and was cut…
Rang to make a complaint and was cut off during the call. However before I got through to a human being a continuous taped message played clearly designed to make you hang up in terms of repetition and content
Hello Loraine, sorry you weren’t able to get through to us, I know how frustrating that is. You can also get in touch by visiting https://www.peabody.org.uk/contact-us/make-a-complaint/ or starting a live chat on our website. We’ll get this sorted as quickly as possible for you. Thanks, Jax
3/5
TrustpilotRetrain your engineers...
It took nearly 2 weeks to fix the boiler issue we had which meant a cold house at night.Having to explain anew each time an engineer attended was disheartening.The third guy that attended had to call the office to find out if the faulty part replacement had been ordered. It had been but had to return to base to get it instead of being provided it before attending the property.Said engineer then stayed at the property for nearly 6 hours to leave the job incomplete.At the end it was a good service as we finally had an engineer that knew what they were doing.Zaldy is an amazing engineer, very polite and efficient. I would recommend promoting him to a trainer position as some of your other guys could use training.
HiI'm sorry that a solution was a long time coming, but I'm very pleased that the operative who attended this last time was able to resolve everything for you.Thank youPeabody Customer Hub
4/5
TrustpilotGuy from PWR Flooring was brilliant
Guy from PWR Flooring was brilliant. Shame we can't say the same about the length of time it took to order it and lay it. This being after a leak we had last September!Peabody really need to get their act together. Nobody answers the phone or reply to emails. If you are lucky enough to get a reply they just pass the buck and nothing gets done. Pretty well cheesed off with everyone at Peabody. Nobody does their job to help you.
Hello AlanWe are pleased to see you were happy with the work carried out by PWRI can see from our records a response was sent out to you recently by your case handler. I do hope they are helping to address some of the issues you have brought to their attention.With regards to calls and emails not being answered, if you would like to provide information of when you called or submitted emails/webforms along with the telephone number and email address you used, we can further investigate this for you. Please submit all of the information using the link here to our website https://www.peabody.org.uk/contact-us/contact-peabody/complaint-or-suggestion/make-a-complaintKind RegardsCustomer HubPeabody
5/5
TrustpilotThank you for listening to me
Thank you for listening to me, when I needed to tell you something important. Well done!
Hello, Thank you for your review. It’s wonderful to hear that you were supported. We really appreciate your feedback. Thanks, Kylee
1/5
TrustpilotEmergencies can wait over a week according to Peabody
We live on the last floor of a Peabody building. Last year we had ceiling leaks, dripping water to the point it was quite literally raining on us. It was leaking in every single room, and dripping right above our bed. Have you ever tried sleeping while having a shower at the same time? Peabody seems to believe these are quite normal living conditions. We called, emailed, multiple times, even contacted the MP, because Peabody doesn't seem to understand this was an emergency. We ended up waiting a whole week until the contractor finally came to check the roof. The fix took 5 minutes, 1 week wait for 5 mins of the contractor's time, it was just a question of unblocking the drains that evacuates the rainwater. Since these were blocked, it created a pool above our heads. Due to the 1-week delay, there was serious damage to our ceiling. The insurance guy who came over to check the damage said it wasn't the first time he had to deal with Peabody's neglegiance. Well, same thing is happening again. We've been doing the whole circus again of calling a dozen times, trying to stress the emergency and making them understand that the longer the wait the more damage there will be. It doesn't affect us only, it also affects our neighbours. They called first on Wednesday last week. Peabody finally set up a booking with the roofing contractor, next Monday! So 10 days later! 10 days where damage will accumulate.Peabody reportedly spends 90 million pounds per year for the maintenance of its buildings (source: Peabody annual report 2021). That's roughly 1,350 pounds per 'home' (so my building should be getting 27,000 pounds per year when counting each flat). How is this money being spent if not on emergency roofing situations like this? And even then, if more cash is required, there's an annual surplus of 195 million pounds.
Good morning Phil Thank you for taking the time to provide your feedback. We’re sorry to hear that you are dissatisfied with the timescales provided and the service that you have received. We would be happy to look into this further for you, to address any concerns and the outstanding issues that you have and to better understand what has happened and how we might improve going forwards.Please contacted our Customer Hub via 0300 123 3456 or if preferred online using our online webform here https://www.peabody.org.uk/contact-us so that we can help. Kind regardsPeabody Customer Hub
5/5
TrustpilotWe have had such a positive experience…
We have had such a positive experience with the sales team at Southmere throughout our journey so far.
Hello, Thank you for your lovely feedback. We’re so pleased to hear you’ve had such a positive experience with the Southmere sales team, and that Darran and the team have been supportive throughout your journey. Your kind words are greatly appreciated. Thanks, Amy
1/5
GoogleWorst housing association ever put in about repair get ignored, try to get help get ignored but when you have a plank of wood out side your property they are quick to get on you and about rent that is same as private rent don’t bother with them
Hello, thank you for sharing your experience. We’re sorry to hear about the difficulties you’ve had regarding the repairs in your home. Please could you get in touch by giving us a call on 0300 123 3456, contacting us online at peabody.org.uk/contact-us, or starting a Live Chat on our website with your details so we can look into this further for you. Thank you, Amy
5/5
TrustpilotBest Customer Experience
We have received the best customer experience from Peabody and have felt fully supported throughout the process of buying our new home. Kirstie was very patient and explained everything, she was happy to reiterate information and always responded to any emails or calls efficiently. She is extremely knowledgeable and has been amazing throughout, we cannot thank her enough for all her help, support, and guidance, we really appreciate it.
Hello AbiThank you for taking the time to leave a review on your experience with PeabodyMany ThanksPeabody
1/5
TrustpilotAvoid Peabody Trust at ALL COSTS
I'm writing this on Wednesday 1st December at 5 pm. Since Monday night, my entire block has been without drinking water, hot water - or in fact, any water of any kind.We are unable to drink, cook, wash or flush the toilet in our homes.Peabody Market Place Traders was blamed, said it was nothing to do with them. T Brown were blamed sent someone around this morning who sat in his T Brown van for a while and then drove off - they appear to have done NOTHING to resolve the issue, which has affected the entire block.Peabody have not provided any water at all or any updates as to when the issue will be resolved. They claim to have sent Wates out at 11.30pm last night to deliver drinking water to the block, unfortunately none of the residents know anything about that event.Peabody have locked the fire escapes in this building(apparently to protect the fire escape?!), which on its own, is a very serious fire safety issue.But when coupled with no water in the taps to put out any potential fire, and living high up on the fourth floor, residents like me feel very much like tinder waiting to go off.I can't believe that they are allowed to put vulnerable tenants through this. It's unforgivable and speaks volumes about the way that Peabody treat the residents in their properties.As an example, I have two unrelated complaints dating back from 2014, which have never been resolved. Instead, each time a complaint is raised, Peabody downgrade the complaint to a repair status. The repairs have never been done.Irrespective of what the sudden 'positive reviews' say, it is only fair that I warn prospective residents. PLEASE DO NOT purchase or rent a property from Peabody (not even as a joke), because it can drastically lower your quality of life and general feelings of well-being.As dramatic as it may sound, living in their property often feels like a never ending cycle of daily frustration, annoyance and deep upset.
Dear Sandra We are sorry to learn of your frustrations and of the recent issues that you have had. I have been looking into this for you and I can see from our records that the our contractors were on site on the 03.12.21 to fix the leaks that were identified. We can only apologise for the inconvenience that was caused whilst we addressed this repair and that water was not provided asap. I sincerely hope that you are not experiencing any further issues since this repair, should you need you discuss this with us in any further detail or need help please contact the Customer Hub via 0300 123 3456.Thank you for raising your concerns regarding the fire escapes. I can see that this has been allocated to a member of staff who I will contact to ensure that this is in hand and that you are provided with a response. With regards to your unresolved complaints we would be happy to look into these for you, please contact the Customer Hub so that we can help. Either via 0300 123 3456 where our lines are open between Monday - Friday 8am-8pm and Saturday 9am-1pm if via our website https://www.peabody.org.uk/contact-us/contact-peabody.We hope to hear from you in order to address your concerns fully.Kind regards Customer Hub Peabody
1/5
TrustpilotIt's very hard to get through to the…
It's very hard to get through to the customer service line.We keep having different Estate Managers as to Date I have no clue who is our Estate Manager I heard last Manager Left and we were not informed?Since we moved from the old Peabody Estate into the New Builds, the communication between Peabody & Tenants is Rubbish, I tried calling several times you wait in a queue for ages never getting through.My Elderly Neighbor tried for 3 days, it's Sad.I've been a tenant of Peabody for over 22 years the Service today is Terrible. Our 2nd Lift hasn't been working for over 2 weeks, their is 1lift for the whole Rosea Of Apartments Block!!!No notices have been put up, no letters posted in our mail boxes Nothing!!!
Hello ZaynabI am sorry to see the difficulties you have experienced trying to get through to speak with our teams at the Customer Hub. We do have busier peak times where the time to speak with us are a little higher. Our Customer Hub Teams are available Monday to Friday between 8AM and 8PM, Saturday 9AM to 1PM and for emergencies we also have an out of hours team available at all other times.We will ask our Repairs Team to investigate why the lift at your building is out of service. I can see an emergency repair was only raised yesterday, so an engineer should be attending to assess the the issue and try to restore the lift back into operation.Many ThanksCustomer HubPeabody
5/5
TrustpilotSimon your gas engineer is always so…
Simon your gas engineer is always so brillant. He hones in on what the problem is immediately and and gets the job done so quickly. He is so enthusiastic and highly knowledgeable about his work. He is so respectful of me and my flat, which a lot of work men are not!! His trainee assistant is also very good. Honestly, the guy is excellent in every way. Thank you! I highly recommend Simon. ⭐️⭐️⭐️⭐️⭐️
Hi Caroline Thank you for taking the time to provide this feedback and review.Regards,Customer Hub @ Peabody
1/5
TrustpilotPeabody are breaking my lease
Peabody are breaking the terms of my lease. They have left my flat with no electric or heating for two days so far. There is no light as the power isn't working. Apparently it's because they aren't prepared to co-operate with e-on. My experience with them is very bad.The issue was resolved after 2 days. However, I feel Peabody needs to work more closely with utility companies
Hello WilliamWe are sorry to see your experience relating to this issue has been as you had hoped. Please if you haven't done so already get back in touch with us via the normal channels, of calling or sending an email/web form so the team can look further into this for youMany ThanksPeabody
1/5
GoogleI can not write on here what I actually want to say .. disgusting company, disgusting policy's. Let's not even talk about safety!! Peabody Removed main door security access ,and removed fire alarm from communal areas of flats !!!!!.. no care whatsoever... useless contractors...... Very poor workmanship ... .. DISGUSTING COMPANY ... DESTROYING CITY AFTER CITY FOR MONEY.........
1/5
GoogleI've been raising concerns for over 6months regarding safeguarding and they have done absolutely nothing to help. Ive escalated to Senior management and still know one gets back to you and if they do its automated. If you have kids DO NOT buy or move in with peabody, they will not help you. Its like dealing with the council even if you own your property.
Good Afternoon Natalie, Thank you for sharing your concerns. We’re very sorry to hear about your experience, and we take matters like this extremely seriously. Could you kindly get in touch with further details so we can look into this properly, You can call us on 0300 123 3456 or contact us via our website at peabody.org.uk/contact-us. We appreciate you raising this and hope to hear from you soon. Kind Regards Amy
5/5
TrustpilotPeabody have a good support and…
Peabody have a good support and service. I never had any issues or problems
Hello, Thank you for your kind feedback. We’re glad to hear you’ve had a positive experience with our support and service. Thank, Amy.
5/5
GoogleThanks to A2b RRM and the lovely Reice they have finally fixed my leaking problem in the roof after 3 attempts from different companies it was a quick fix from Reice this fella really knows his job he’s so polite and professional and I’m so grateful 🙏 I can thank Peabody for employing decent workers …
Hello, Thank you for your review.. Thanks, James.
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