Trusted Agent profile · London
★★★★★
1,550 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 1,550 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.
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.
1/5
TrustpilotZoe Cassidy I find them incompetent the…
Zoe Cassidy I find them incompetent the allocation of suitable properties biased generally incompetent.
Hello, we're sorry to hear that the distance from Charing Cross Hospital has been challenging. Please get in touch on 0300 123 3456 or via peabody.org.uk/contact-us, where you can also start a Live Chat, so we can look into this. Thanks, Mo
5/5
TrustpilotGreat customer service
I had a bad experience with getting my boiler serviced, and sadly had to contact peabody as my last resort. They were so helpful so efficient and understanding, Sally Munt, called me to resolve the issue. She was a breath of fresh air after the problems I had had. I can't thank her enough, and I'm completely satisfied with the out come. Thank you so much Sally.
Hello AngelaThank you for taking the time to leave your review, we are pleased to read a member of staff able to bring this issue to a successful outcomeMany ThanksPeabody
1/5
TrustpilotNegligence
I’ve left reviews for most of the many sustained issues we have experienced as a result of Peabody’s negligence. I also noted how Trust Pilot is enabling the many sponsored “excellent” reviews on this site. I was threatened with legal action and then had my reviews removed for challenging the situation through Trust Pilot’s integrity department that never responded to my concerns. I hope this encourages you all to challenge both organisations.
HelloI am sorry to read that you have experienced issues with both Peabody and Trust Pilot.We are able to help with issues you're experiencing relating to Peabody but for Trust Pilot, you will need to speak with them directly. If there is anything Peabody can help with, please contact the Customer Hub on 0300 123 3456 where a member of our team will be happy to assist. Alternatively, you can contact us via our website - www.peabody.org.uk/contact-us Kind regardsCustomer Hub @ Peabody
1/5
TrustpilotAfter raisning serious safety concerns…
After raisning serious safety concerns and overcrowding no action was taken.
Hello, we’re sorry to hear about your experience and the concerns you’ve raised. So that we can look into this further, please get in touch on 0300 123 3456 or via peabody.org.uk/contact-us, where you can also start a Live Chat. Thanks, Kylee
1/5
TrustpilotNot taking responsibility and lacking in accountsbility
The organisation is difficult to deal with, with no one department really taking responsibility for behaviour of Peabody’s tenants or state of Peabody flats. If this were a private building, the managing agent as well as the leaseholders would have taken faster and appropriate action. Peabody seems to think that they are above the law here, and this would be a mistake as this is not the case legallly or morally.
5/5
TrustpilotFeedback
Extremely happy for the first time I have got a wonderful complaint Manager - Amanda Foster-Layne who has very efficiently and diligently handled my complaint flawlessly, amazing I could not ask for a better Complaint Resolution Case Manager. Thank you Amanda for your exceptional help patience and kindness. Wishing you all the best for the future endeavours.
Hello Najma Thank you for you kind review and words, we will feed this backMany ThanksPeabody
1/5
TrustpilotVery poor management
Very poor management and extremely difficult to get in touch with customer service.
Hello, we’re sorry to hear about the delays and difficulties you’ve had getting things resolved. We’d like to understand more about what’s happened. Please get in touch on 0300 123 3456 or via peabody.org.uk/contact-us, where you can also start a Live Chat, so we can look into this for you. Thanks, Yilka.
1/5
GoogleWhere do I start been a resident for several years. You might aswell try to squeeze blood out of a stone when dealing with them. Thank God for YouTube since I have to nearly fix every repair because trying to get it from Peabody is slim to none. • Windows not double glazed so maintaing heat in home especially in winter feels impossible. • Old radiators • Cowboy jobs/repairs when done (most likely because it can affect peabody's pockets) • Nearly 1 hour + call waiting times • Contractors coming out for a "look" to never be seen again (not ALL but majority) What a shame.
1/5
GoogleOur gas was cut off on the 31/12 due to a leak and according to the cadent gas company it’s dangerous to be used until it’s fixed. We directly contacted Peabody, and the emergency line was there. This line is useless as they can only advise you to call back office hours so that their office is open. Again I contacted the next day, there was a guy that he obviously didn’t want to be there, you could tell from his voice and the way he was speaking. He told me he booked an engineer for the same day, 1/1, and gave me a time frame outside his office hours. The engineer never came, and he didn’t even report my issue, he was acting like he did. This was confirmed again the next day 2/1 when another agent confirmed that nothing was reported. 2/1 again the same, booked an engineer with T brown, I waited for the time frame, then again called Peabody and T brown and T brown confirmed that they directly cancelled the booking as they do not work on that area of London. The call was transferred back to Peabody which after them acting like trying to book someone, they confirmed that they rebooked T Brown company as they confirmed with them. Guess what?! T brown again cancelled them and gave the same reason. And here we are 6 days after with no heating no hot water, on one of the coldest months of the year, we already are sick, with a leak of gas on a communal area of a building, no one ever showed up!! Ridiculous behaviour, customer support that doesn’t know the procedures or what to do! And zero quality check I guess as no one knows what to do and how to act!!
Good Afternoon, We sincerely apologise for the frustration and inconvenience you've experienced due to the gas leak and the lack of support. We understand how serious the issue is, especially given the cold weather and your lack of heating and hot water for several days. We would really like to speak to you about this in more detail however I'm afraid we can't respond to issues through public forums for security reasons. However, please do get in touch with our Contact Centre by calling 0300 123 3456. Thanks for your understanding, and I do hope that you see an improvement in the services moving forward. Kind Regards Yilka
1/5
TrustpilotDay 17 of no heating & hot water
Day 17 of no heating & hot water, its like ping pong between Peabody and TBrown. Continually being fobbed off everyday with excuses and lies. There is no accountability, my Health & Well-being has been compromised and no one cares. Just a number on a computer! Please Peabody if you're reading this can someone just order a new boiler ASAP before you all shut down for Christmas.
Hello LeWe are sorry to read about your heating and hot water, we understand your frustrations especially in winterWe don't receive personal information through Trust Pilot as this is only a review website, not a way to contact Peabody. To avoid delays please either call us on 0300 123 3456 or you can complete a web form on our website when its more of a non urgent enquiryWe do hope we have this resolved for you as soon as possibleMany ThanksCustomer Hub @ Peabody
1/5
TrustpilotA very poor housing association
A very poor housing association. No-one cares about your repairs and damp. It's all spin. I have had raw sewage pouring into my flat for the past 2 years and they still won't repair the pipe. There complaint procedure is laughable. There's no respect for the tenants.
1/5
TrustpilotTERRIBLE CUSTOMER SERVICE
RECEIVED A LETTER FROM AGNIESZKA SAYING PEABODY OWED ME £192.70 FOR OVERPAYMENT OF SERVICE CHARGES ON MY FREEHOLD PROPERTY WHICH I SOLD ON 26 SEPTEMBER. NOW THEY ARE SAYING THEY ARE NOT GOING TO BE PAYING ME THIS MONEY. WHY THEN SEND ME A LETTER INFORMING ME OF THIS FACT IN THE FIRST PLACE. THE LETTER IS DATED 29 NOVEMBER. PEABODY ARE FULLY AWARE OF ALL THE FACTS PERTAINING TO THE SALE OF THE PROPERTY. ALL SERVICE CHARGES WERE PAID IN FULL THROUGHOUT THE 23 YEARS I RESIDED AT THE PROPERTY SO WHY AM I UNABLE TO RECEIVE THE SERVICE CHARGE REFUND OWED TO ME AGNIESZKA. PEABODY ACTUALLY DESERVES ZERO STARS FOR THEIR DISPICABLE PERFORMANCE OVER THE PAST 23 YEARS OF MY DEALINGS WITH THEM. DUE TO PEABODY MY ACTUAL COMPLETION DATE WAS DELAYED BECAUSE THEY DID NOT PROVIDE THE NECESSARY PAPERWORK IN TIME!!!
Hi SueGreat to read your review of the service provided and we are pleased you fence issue has been rectified nowMany ThanksCustomer Hub @ Peabody
1/5
TrustpilotPeabody are a disgrace
Peabody are a disgrace. I have recently sold my property with them and whole process from start to finish was a shambles. They never respond to emails, it’s takes forever for them to answer the phone. If you escalate anything to a manager they ignore you. The sale of my property took nearly a year to the point where my estate agent and solicitor commented on how shocking Peabody had been. To get anything done I had to put in a formal complaint. Customer services would put me through to the required department but would then comment saying they doubted they would answer the phone. I would never recommend anyone buying from Peabody and I would never have another shared ownership home. The stress Peabody put me through over the last year was unnecessary and when I complained the managers or complaints department didn’t even bother to contact me.
Dear KimThank you for sharing your feedback. I’m sorry to hear about the difficulties you’ve encountered during the sale of your property and the problems you had when trying to call our Contact Centre. We understand how frustrating and stressful this must have been, and we sincerely apologise for any delays and lack of communication you experienced.Unfortunately, we are unable to address specific concerns through public forums for security reasons. Please get in touch with our Contact Centre Team by calling 0300 123 3456, and I do hope that you receive a more positive experience when calling us. If you prefer, you can submit a request to raise a formal complaint via our website: https://www.peabody.org.uk/contact-us/make-a-complaint/ This will help ensure we are following the Housing Ombudsman’s Complaint Handling Code.Thank you for your understanding, and we look forward to assisting you further.Kindest regards Ally
1/5
TrustpilotMonths of Silence, Broken Promises, and Mental Health Impact, Peabody’s Failures
After months of back-and-forth with Peabody, during which I was given incorrect information and both my MP and I were repeatedly ignored, I finally received a response and a resolution from their complaints team.However, since then, my complaints handler has ignored every form of contact I’ve attempted. It has now been over a month without any updates. Even customer services admitted that my case was marked as closed, without my consent or resolution being confirmed.I escalated this to the CEO, but even their executive team seems unable to get their own staff to respond. Despite repeatedly informing them of the severe impact this has had on my mental health, their response has been dismissive, with no real action taken, only empty promises to "notify my complaints handler."To make matters worse, staff responding on behalf of the CEO often fail to personalize their emails properly, leaving generic text in a different color where only my name has been added. This reflects a complete lack of care and attention for their customers.I have never experienced such appalling customer service in my life.
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
TrustpilotPEOPLE DONT PAY THEM RENT!
PEOPLE DONT PAY THEM RENT!! And see how they will shake🤣,, Peabody only care about the money🤑 nothing more nothing less,,,then you will see them sending repetitive letters, emails, text messages,, reminding and threatening. They are very experienced in choosing the one to chase rents🤮 nasty, cruel,, i believe thats their main policy CRUEL,, LACK OF EMPHATY, , All of them in that little factory peabody( cannot even call it organisation) unexperienced, unprofessional, disrespectful, Even their contractors such as axis, etc,, plus they use the Mega Cheap and low quality materials when they will fix something at the flats,, I Still insist this “Peabody thing” should be gone for good and FOREVER,, they are Not FIT FOR THE PURPOSE.
Good afternoonI’m sorry to hear you’re experiencing issues with our services and the way your concerns have been handled. We take all feedback seriously, and I understand how frustrating this situation must be for you, but I can assure you that Peabody do care about their residents.I’m afraid we can’t respond to issues through public forums for security reasons. However, please do get in touch with our Contact Centre Team by calling 0300 123 3456 and one of my colleagues will be happy to assist with your queries or any concerns that you wish to raise regarding your rent account, repairs or anything else. If you prefer, you can log a request to raise a complaint on our website https://www.peabody.org.uk/contact-us/make-a-complaint/This ensures we are in line with the Housing Ombudsman’s Complaint Handling Code, and we can work towards resolving all matters with you.Thanks for your understanding and do hope that you see an improvement in the services moving forward. Kindest regards Ally
1/5
TrustpilotIf I could give zero stars I would!!
If I could give zero stars I would!!I've been unfortunate enough to have Peabody as my landlords for 6 years now and it's taken them that long to fix a problem with my roof, I've had over 30 appointments for this and raised a complaint just over a year ago, which made no difference to anything, they still dragged their heels. They like to put up my rent each year and say they're doing this to cover the costs of repairs!!! I had scaffolding on my house for over a year which would've cost them thousands, so they up the rent then waste the money. They've since renewed their contract with their awful partners in crime Axis and now they've taken away the direct number to call them so you're left with only Peabody to call who then have you on hold for hours and hours. My house is literally falling to bits and Peabody don't care because I'm still forced to line their greedy pockets!!Note to Peabody: don't bother responding with your generic response like you have on the other reviews because you don't answer the phone and making a complaint does nothing!!
Good morning We are sorry to hear about your ongoing frustration you have been experiencing, and we truly appreciate you taking the time to share your feedback. You have been waiting for repairs, and we understand how disappointing and stressful that must be, especially when you say you have been raising these issues for over a year. The situation you describe is not the standard we aim to provide, and we fully recognise that this has led to considerable inconvenience for you, and we sincerely apologise for the impact this had had on your home and peace of mind. We would really like to make this right, whilst we cannot resolve these matters via public forums, we encourage you to contact us directly on 0300 123 3456 so we can address your concerns and expedite the necessary repairs. Alternatively, you can submit a complaint via our website. We are committed to investigating your case thoroughly and ensuring the issue is addressed as quickly as possible. Thank you again for your patience and for highlighting these issues. We want to make sure your experience improves moving forward. Kindest regards Ally
1/5
TrustpilotMy advice people
My advice people. Get a lawyer don't wait it still takes years with one because they ignore him as well. Suing again and going to court which I'm actually looking forward to now. The worst inhuman unenthusiastic unempathetic group I've ever come across in my 60 years on this earth. Don't get a no win lawyer they are awful just get an independent lawyer like I have who's cares about you and not the money and start proceedings. If you don't you'll be back on here in 4 years still trying to get the issues sorted out trust me.
Dear Awake Mama, 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,Jax.
1/5
TrustpilotNo-one ever gets back to you
No-one ever gets back to you. We have been waiting for a management pack (LPE1) for over 2 months. Nothing ever happens. You speak to reception and they sound sympathetic, take a message - someone will get back to you etc etc but no-one ever does. Shambolic level of service which is very off-putting to our buyer. We have sent a complaint in but you can deal with this matter in a public forum if you want. JUST DEAL WITH IT.
Dear Henry , 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,Jax.
1/5
TrustpilotSpent the best part of 3 hours…
Spent the best part of 3 hours listening to music, when I finally got through was told they don’t have my address but the have my neighbour in the same block. They asked me to call back in 5 mins. Definitely wasn’t doing that so back on hold again. Finally someone came back said hello and hung up. Back on the phone on hold again. Advice anticipate any repairs at least a month before they happen as that seems to be the lead time. Oh and just some info for everyone here’s the response from them on all complaints Dear John ,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 understandingKind Regards,
Dear Deborah,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 understandingKind Regards,Jax.
1/5
TrustpilotPeabody are the worst housing…
Peabody are the worst housing association I have been with. I have lived in the same property for 18 years and the tenancy has changed hands multiple times but most recently to Peabody. The communication from Peabody when there is an issue is extremely poor. They say someone will phone back within 3 working days and they never do. To put things into perspective, I put one complaint in 16 years with the old housing association but since Peabody took over, I have had to put in 7 separate formal complaints which were had a delayed response from Peabody resulting in Peabody paying out compensation. All complaints were upheld including one which went to the housing ombudsman who ordered Peabody to take action. Their employees have no idea about health and safety. Or common sense for that matter. They put my safety at risk and had to pay out compensation to me for their failings. They increased my rent by £100 a month but the service gets worse every year.They are a money making business and do not care about their vulnerable tenants in social housing.
Dear Jacey,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 understandingKind Regards,Kylee
1/5
TrustpilotPeobody are absoutly rubbish
Peobody are absoutly rubbish, they do not train their staff anymore who givewrong advice or do nothing.there staff are lazy andwill not do home visitsresidential saftey officers who are supposed to do home visits are refusing to visit andwant to do everything remote, witch is rubbish and doesnot give them the bigger picture of the problem.They do not deal with anti social problems and value to warn vunerable tenants who are causing problems or put preventative measures in place.
Good afternoonI’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 understandingKind RegardsAlly
1/5
TrustpilotPeabody or Pee body?
Honestly.... Peabody is nothing better than the sad old Catalyst.... I reside in 67 Hanger Lane, W53HL and the 10 residents here have been pushing our complaints for repairs and upgrades since 12 years now and hardly anything has been looked into forget the jobs being done.My current local officers doesnt even reply to calls or emails.The property we live in used to be a top notch one but sadly its detiorated because of negligence.We the residents have been trying to fix things ourselves thats as much as we are able to.Given up on the system totally and i would advise the others to also follow suit.By the way... just realised... they ask you to register on Peabody website to put in your complaints but guess what .... the registrations never goes theu showing an error in the details you fill in and then its a dead end..... simple tactics to appear they taking on responsibility..... shame!!
Good Morning Ravi,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 understandingKind RegardsYilka
1/5
TrustpilotThe absolute worst company in the world
Have been raising an urgent repair as there is a leak in our building coming through the light fixings, reaching the electrical cupboard in the shared area and the lift shaft. It’s been 2 days and I have been told 3 times that someone should be here within 4 hours. It’s purely dangerous and Peabody do not have a care for its residents. Avoid using Peabody at all costs, their customer service is awful, they don’t come back to their customers when they say they will. They just do not care
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. you can also send us PM via Facebook with the block details for us to look into this further.Kind RegardsMo
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
