Peabody Trust London reviews

★★★★★ 5/5

Trustpilot

Kirstie’s Excellent Customer Service

Great customer experience from Kirsty at Peabody, we have felt supported throughout the process of buying our new home. Kirstie has been very patient and explained everything in a detail I have not heard or seen before, She’s is a great asset to your company and Peabody is lucky to have a great member for their team, Thank you Kirstie

Matthew · 22 April 2023

★★★★★ 1/5

Trustpilot

Pending Fence Repairs

On 06/09/2024, I raised a repairs job (with ref:4102335/1) on the Peabody online portal for urgent repairs to the collapsing perimeter fence at Stephenson House in South Tottenham, and nothing has been done so far. In fact, part of the fence has now collapsed and passers-by on the High Road have been seen walking in to the private development to relieve themselves in the car park and bin store. The hapless subcontractors (who had to be sent photographs of the damage) claim to be awaiting approval from United Living, and Peabody Group have not even bothered to update the tenants and leaseholders at the development, who are exposed to the safety, security and health risks caused by this unacceptable situation.This experience is shocking and must be remedied by Peabody Group fast, before someone gets hurt and/or sues them for their poor management and negligence.

Adrian · 24 November 2024

★★★★★ 1/5

Trustpilot

I have been waiting over 109 days for any recognition about my accident whilst heavily pregnant down to Peabody not coming out for repairs for over 8 months

This company is absolutely outrageous. The lights on my corridor were broken for over 8 months with several residents calling several times they never bothered to come and fix them so the corridor was pitch black I was 38 weeks pregnant and had a terrible fall due to not being able to see in the dark corridor getting to my house. The next week I then had a C Section. It still took them 2 weeks after having my baby to fix the lights. Each week I call where someone tells me that a man named ‘Jon’ is dealing with the case and they’ve emailed him and his manager to get him to contact me. Over 109 days and not one single word from Jon. No apologies from the company. I have emailed complaint after complaint so why I have still not been contacted blows me away. It is absolutely outrageous!

Miss · 20 November 2024

★★★★★ 1/5

Trustpilot

4 month wait for leasehold management pack...

I'm buying a resale shared ownership property through Peabody. I've now been waiting around 4 months for the management pack to be issued. The first delay was because Peabody didn't send payment details for 2 months. Then, after payment, they quoted up to 30 business days. It has now been nearly 40 days and there has been no update. It is a separate team in charge of generating this document so my contact at Peabody can't even expedite. I'm about to pull out of the sale because this has taken so long and I'm reconsidering my options.

Ronan · 18 November 2024

★★★★★ 1/5

Trustpilot

Really bad service

Really bad service, can't even get through to the complaints team as they 15 say response time via email.We are paying customers and my service charge has gone up and they haven't requested money more mid year. Employ more people. The only way Peabody get away with it is because home owners can't shop around for competition. We are stuck with bad service. I feel sorry for the staff, in customer service, who have to help people as all they can say is that they can't put you through to someone. Shockingly bad.

Adam · 18 November 2024

★★★★★ 1/5

Trustpilot

Why are you so incompetent as a company?

Why are you so shxt?Please refrain from evading problem-solving and focus on addressing the issues at hand. Additionally, it is crucial to ensure timely payments to contractors and avoid compromising quality by solely awarding jobs based on the lowest bids. Your supervisors, team leads and management are all a joke. You have changed the policy of allowing people to email specific people directly. Your representatives are unable to provide the first names of individuals who hold higher positions within the organizational hierarchy (out of choice). Poor poor poor customer service. The most significant example of a pillar-to-post mentality that I have encountered in my professional dealings with various companies and businesses. CEO Ian McDermott actively participates in charitable events, engages with new tenants in new builds, and visits newly constructed Peabody buildings, and never old properties or old tenants. Your company prioritises profits over the well-being of tenants.Just an absolute joke of a housing association and company. So fxcking shxt.

O · 15 November 2024

★★★★★ 1/5

Trustpilot

I’ve been a tenant with Peabody for the…

I’ve been a tenant with Peabody for the last 7 years. Literally the worst for absolutely everything, I’ve seen people commenting about mortgages. Try living with damp and black mould that’s affecting your health that they keep painting over and ignoring to the point I now can’t cook on my stove because the damp has affected the electricity. I’m currently on the phone being bounced around from person to person and no doubt they won’t be doing anything to help until the next damp and mould appointment next week. The only thing they make sure is sorted is when someone’s behind on rent, then you can’t get rid of them.

S · 15 November 2024

★★★★★ 1/5

Trustpilot

worse than you can imagine

This company is worse than a joke, they are scamming people with their inflated service charges and not even doing any of their work efficiently. Their staff have no clue what they are doing, departments don't communicate amongst each other and they are constantly changing i.e leaving the company (no surprise there). They cannot even provide a breakdown of our over inflated service charges, which they're legally obliged to do. They lie/pretend/ignore/gaslight ... They cannot provide competent tradesmen to fix issues. They have even been unable to secure our building from junkie intruders for over 10 years so we do not even feel safe in our own homes - because they cannot agree on who's responsible for which doors or something equally ridiculous (the excuses they give you ...).Their criminal activities are often in the media and yet Peabody are still here. It's hard to understand why are they still allowed to operate. Lots of people have died because of their negligence. I sincerely hope they are soon properly investigated, exposed and closed down. Never buy a property managed by them. You will be stuck with over the top inflated, scamming service charges. And awful service. And you will be trapped because no one will buy your property with £400 or more service charge per month (a very very basic building with no concierge or anything fancy whatsoever!!). Because we all know that £400 per month for "management" is a scam. And they keep increasing it every year. How much will they demand once the building gets older and needs actual repairs instead of just their pretend/scam repairs of £600k for "boiler repair" in one year (on new boilers and for unlicensed "plumbers") ...

Tooo · 15 November 2024

★★★★★ 1/5

Trustpilot

From monday we was informed this is an…

From monday we was informed this is an emergency

D · 17 September 2026

★★★★★ 3/5

Trustpilot

Peabody continually amaze me, badly.

Peabody continually amaze me. They’re unable to understand basic information, ignore tenants disability, miss direct contractors and close cases that are not finished, and often not even started!

Customer · 7 May 2026

★★★★★ 1/5

Google

I don’t know how can Peabody get away with this level of service! I have been trying to sell my flat for over 8 months now, they made all possible mistakes you can imagine..who sends a legal document with the wrong address to the buyer? How difficult is it to find the right PDF and attach it to an email? The level of incompetence is unbelievable, and then there is this Management Pack that takes 30 working days to issue! they don’t reply to emails or pick up the phone, if you get lucky to speak to someone they say oh yes we’ve escalated your case! I have been hearing this for 2 months now, but nothing changes. Even the internal complaints team is not getting back to me. My life is on pause because someone is not reading their emails.

Ahmed · 9 November 2024

★★★★★ 1/5

Trustpilot

Shocking, take money and do NOTHING

Disappointed that I had go select one star, where is 0 star option.They take money, in fact you do not pay tent will probably repossess your property. When leasehold pays for mangenment pack over 12 weeks ago, you get ignored nobody can tell you anything and even when matters are escalated you get no response and you are ignored.Apparently they have area complaint handlers, ours is called Kerian and have heard nothing.Peabody has disgraceful customer service and feel if they had a visit from the ombudsman they would not be in big trouble.

Andrew · 6 November 2024

★★★★★ 5/5

Trustpilot

gave 5 stars for getting a reply

gave 5 stars for getting a reply to my enquiry; and the response was fairly quick-just waiting for follow up which may take a few days

Kerry · 18 May 2026

★★★★★ 1/5

Trustpilot

No callback on queries. Conflicting info

Staircased a semi detached house to 100%. The property was supposed to change from leasehold to freehold automatically, but nothing was changed on the land registry. I’ve been calling about it for over 6 months and even sent a registered letter to chase the complaint. Since my initial complaint just to find out why it hasn’t been done, and how to have it rectified, and not one call back or email or letter has been sent to me. I have been completely ignored and stonewalled. Since they took over from Family Mosaic their customer service is nothing short of deplorable.

Mr · 30 October 2024

★★★★★ 1/5

Trustpilot

Wish I could give 0 rating

Wish I could give 0 rating. We have faithfully paid our rent etc on Direct debit for 15 years. Peabody took over from Catalyst (previously Aldwyck housing). They just informed us we are £2000+ in overdraft?? This (apparently) has been since October 2023 ( a year ago)! yet we've had no notification of increase or, why its taken them 12 months and NOT altered our direct debit? We've all ( 28 properties) received a letter about their "oversights" in service charges...presumably, NOT OUR FAULT. And now expected to pay for their stupidity. Unbelievable. Am in process of seeking legal advice. We have never, ever been in debt!

Desperate · 29 October 2024

★★★★★ 1/5

Trustpilot

Peabody delays and lack of…

Peabody delays and lack of communication are causing the sale of my flat and onwards purchase to potentially fall through. Have requested a management pack earlier in the year and still have yet to even receive a response acknowledging the request let alone the management pack. I have spent thousands lining up all the relevant parties including a buyer and because of Peabodys inability to issue a simple pack we could lose our sale and onward purchase as well as the thousands already invested in various fees. Complete joke.

Lewis · 29 October 2024

★★★★★ 1/5

Trustpilot

They are the worst housing association…

They are the worst housing association - they've grown way too big way too fast and cannot deliver a decent service - I have complaints outstanding for over ONE YEAR. They cannot manage their contracts or their contractors - THEIR COMPLAINTS PROCESS IS BROKEN BECAUSE THEY RECEIVE SO MANY COMPLAINTS

S · 23 October 2025

★★★★★ 1/5

Trustpilot

If I could give a 0 I would all this…

If I could give a 0 I would all this crap about Peabody being there for its tenants is rubbish im a disabled tenant last week I noticed mould in back of my cupboard call Peabody who then sent out gillmartains there new repairs team they removed the back board to find water running down the wall but because the pipes were behind tiles they had to get permission from Peabody to knock the tiles of the wall so left me with leak I had to phone emergency plumber next day because of the electricity being near the water plumber knocked tiles out to tell me the pipes are in the wall and he wouldn't beable to knock the wall out so the job was put to gillmartains again for a carpenter that turned up yesterday for him to tell me both cupboards work service all need to come out as water has spread to another cupboard in the wall plus my passage give him hes due was a really lovely guy he said it was classed as a emergency so called up gillmartains to see what is happening they said there waiting for Peabody to give the go ahead for the works so in the meantime I'm sitting here with water running down my wall's under my flooring through another cupboard to a passage all because I'm waiting on 1 person to say yes go a head with the works I asked to speak to the woman Cheryl I think her name is or julie I don't think Peabody know there self all the time im on a water meter as well my home stinks of damp and mould but this is Peabody so how long is a pice of string am im going to be left like this a complaint has been put in and a email to Ian.McDermott if I never paid my rent they would be straight on the phone but leave there tenants to live like this should be ashamed of themselves

Heather · 23 October 2024

★★★★★ 1/5

Trustpilot

This Sales Pack problem is beyond awful - it needs to be resolved IMMEDIATELY!

As like other reviewers, we are also Leaseholders trying to sell our property and are waiting for a sales management pack from Peabody. Our solicitor has emailed them twice in both July and Sept 24, both my husband and I have called and emailed at least 5 times each (each time on hold for at least 40 minutes). We’ve had no response.We have logged a Stage 1 complaint, still had no response and have just escalated it to a Stage 2 complaint. The financial burden we are under is no longer sustainable and we are now coming up to our 5th mortgage payment on a flat that is sitting empty because of the Peabody delay in issuing the management pack. We cannot afford to pay the next mortgage and are in serious danger of our buyers pulling out, WHAT ARE WE SUPPOSED TO DO???? Note to Peabody, do NOT reply to this review and ask me to contact your contact centre, I have and have been told they have emailed various senior people and still nothing.I have contacted the Housing Ombudsman Service today and they have recommened that I start a complaint with them. It would be great if everyone on here complaining about the Peabody managment pack problem could get together and do something jointly either legally or through the Housing Ombudsman but I just don't know how we can do that as obviously I cannot put my email address on here as that is against Trustpilots rules.

KarenJ · 22 October 2024

★★★★★ 5/5

Trustpilot

I must say if it wasn't for Daniel…

I must say if it wasn't for Daniel Ababio I would've only given one star.Daniel is very polite and understanding and does his best to rectify mistakes that have been made by others.It is always reassuring when you know that the person on the other end of the phone/email is genuinely trying to help and giving 100 percent.

Simon · 12 April 2023

★★★★★ 1/5

Trustpilot

Awful housing association

I’ve been a Peabody resident (galions before merge) for over 10 years and all I can say is how awful and horrible it is being a tenant with severe disabilities! They don’t care about you they just want your rent money, I have an ot report for a medical move with loads of evidence but there so called medical expert say there’s no need for me or my family to move on medical grounds and I should just live with it! How’s that even make sense if I’ve been assessed by the council and occupational therapist that I do need to move on medical grounds and my property isn’t suitable? It’s hell living here I can’t and don’t go out haven’t been out in over 6 months due to the housing being unsuitable for my needs and I can’t get a disability fund to make it better because they can’t due to it being impossible to widen the doors and installing automatic doors I was promised a suitable property 7 years ago but they decided at the last min after a decant that I get what I’m given so to put it my health has gotten so bad I’ve been in ICU over 8 times due to it all and this isn’t including my 7 year old with severe autism and langue disorder that has hurt herself due to this property and my neighbour who harasses us.

Danny · 21 October 2024

★★★★★ 1/5

Trustpilot

Have'nt had a reply to my query!!

Have'nt had a reply to my query!!! Most annoying!!

Lauris · 6 September 2026

★★★★★ 1/5

Trustpilot

Rude, unhelpful.

Rude, unhelpful staff. Transferred from previous Housing Assosition to these clowns. I simply want to sell my shared equity but they make it virtually impossible in non responses and delaying tactics. I will be instructing my solicitor with regard to taking action against them now and recovering losses. Do not bother responding with your copy and paste contact centre details, they are useless and rude. You will recieve a letter from my legal representative. UPDATE 17/10/24Finally got a response following this review. I took the required actions immediately, Peabody said they woukd respond within 10 working days, again, silence. So far they have cost me £600 in admin fees and a RICS valuation all supplied in a timely manner to themselves. No acknowledgement of receipt of fees and now they are delaying my sale progressing. They set a deadline on the RICS valuation of 3 months or I have to pay again and the property may be deemed to have increased in value, this is unfair given they are the delay, not me. Feeling trapped. Reference number already raised and logged.

Natalie · 17 October 2024

★★★★★ 1/5

Google

I have come so close to nearly something bad happening! NO ONE CARES!! so you go backwards and forwards TAKING SO MENY STAFF ! All dealing with one case AGAIN No one cares! I must say Customer service are lovely doing there best taken messages from upset clients one woman is so terrible I would bet my life im nor the only one that thinks she needs customer service training I'm shocked upset gutted by her lack of compensation LOSS FROMS

Iesha · 17 October 2024