Peabody Trust London reviews

★★★★★ 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

★★★★★ 1/5

Trustpilot

Awful

Awful, awful, awful. I don't like leaving bad reviews, but feel compelled to since all communication I have had with this company is terrible. In fact, it's beyond terrible (if there is such a thing). You just don't seem to grasp, or even try to understand, the most basic of questions. Sorry, but there isn't one good thing I can say. By the way, you can't just keep responding to bad reviews by just saying "speak to our contact center". How about fixing the root cause of the issue and then you wouldn't get so many bad reviews.

MrD · 12 October 2024

★★★★★ 1/5

Trustpilot

Terrible service

A dreadful, poorly run organisation that does not improve, despite repeated efforts to engage with staff and managers. Inept, dismissive, rude, unprofessional and incompetent.

Happy · 22 May 2026

★★★★★ 1/5

Trustpilot

Peabody's tardiness causing buyer to pull out

This company has nearly caused the sale of our flat to fall through. The seller intends to pull out within the week if we don’t manage to acquire the paperwork and meanwhile Peabody has not sent a single response for our request for a management pack which we requested months ago!Our sale has taken us a year to conduct, and for it to fall through at the last minute because of Peabody’s disorganisation and unwillingness to engage is incredibly disappointing. Desperate for Peabody to engage with us to sort out our management pack before it's too late but it’s really seeming very futile.

Suse · 10 October 2024

★★★★★ 5/5

Trustpilot

Having to make a claim or complaint is…

Having to make a claim or complaint is not easy, having severe water damage damp and mould over Christmas was always going to be long winded and a minefield, I want to congratulate the Peabody Trust employee Claims and Complaints Officer for helping me through it all and reviving my faith in authorities such as Peabodies. Thank You Zubair.

Marilyn · 16 February 2023

★★★★★ 1/5

Trustpilot

Stop pretending Peabody cares

You could reply during the time said.

Sarah · 15 September 2026

★★★★★ 1/5

Trustpilot

They recruit staff that have no idea…

They recruit staff that have no idea what customer service is don’t listen to the customer and definitely do not want to help. Probably hire ex convicts for sure as. Useless company don’t bother calling them better off repairing yourself

Kit · 8 September 2026

★★★★★ 1/5

Trustpilot

Awful company

I do not have the words to express what an uncaring, disorganised and disgraceful company Peabody are. They have left us living in a house unfit for human habitation and it has taken years to get them to organise structural repairs. They ignore emails and their staff turnover is incredible. No one is there long enough to see a complaint through. I wish I had never ever considered shared ownership and certainly not with a greedy organisation like Peabody. Their rent increases are astronomical and they will not even freeze the rent whilst repairs are being carried out and no one is living there. They are an absolutely awful organisation with no conscience or regard for any of their tenants. Steer clear of any Peabody property.

Helen · 7 October 2024

★★★★★ 1/5

Google

0 STARS. Shocking customer service, have lived under Peabody for 2 years, any time I try to phone they keep me on hold for hours playing music, then answer and tell me stay on hold and hang up the phone or just ignore my request. Have a 2 year old son and living with no hot water or heating in the freezing cold, been calling for days on end now and they just ignore my calls and complaints, and even book appointments for someone to come out and fix the boiler and no one shows. Disgusting. They even changed there name from catalyst to Peabody, because catalyst also had shocking reviews. Even the workmen who they do send out to complete the jobs say how bad Peabody is and how they treat there customers so poorly. Terrible

Darcy · 2 October 2024

★★★★★ 1/5

Google

Really upset with all the registration process. I made my registration under the Key Workers Registration in October 2023. Next week will be 1 years and have not heard back yet. Despite multiple calls, visiting the HQ and being promised that I would be contacted by Sharon (Managing Director of North West London), nothing has happened yet. By the end of December I need to leave my current flat and don't even know if Peabody is to accept my registration or not.

Severino · 2 October 2024

★★★★★ 2/5

Trustpilot

Lacking contract management

There is little incentive for managers to perform to any quantifiable measure. Their competence at Contract Management is lacking. Contracts are signed off and invoices with little checking of completion. Peabody has little need to increase revenue or provide a satisfactory service, as they are a virtual monopoly.

Richard · 1 December 2023

★★★★★ 3/5

Trustpilot

It is ok

It was ok customer communication

Customer · 24 September 2026

★★★★★ 5/5

Trustpilot

Services for repairs and maintenance

When I considered moving to Peabody houses, I read the reviews and noticed that the repairs and maintenance may not be too good. I have finally made the decision to take a risk. After a year, I can say that their services for repairs and maintenance have exceeded my expectations. Their agents are both knowledgeable and responsive, and they handle the repairs and follow-up via phone, as demonstrated by Naomi Miller. Moreover, they have recently arranged the parking spaces according to each property, which was punctual and impressive. I appreciate it, everything is going well so far.

Isar · 25 September 2024

★★★★★ 1/5

Trustpilot

Do not move into a Peabody property!

I lived in a shared ownership Peabody property for 7 years and my experience was dreadful from start to finish. They are without doubt the worst company I’ve had the misfortune of dealing with in my life. They ignore complaints for years (no exaggeration), estimate service charge so badly that at the end of the year residents are hit with a huge bill, which they’re all too quick to demand immediate payment of, while they happily ignore residents’ queries about the unexpected charges. Do not move into a Peabody property!

Louisa · 24 September 2024

★★★★★ 1/5

Trustpilot

Illuminated loads of times

Illuminated loads of times .

Consumer · 21 September 2026

★★★★★ 1/5

Trustpilot

Useless organisation and menagment

Useless organisation and menagment , no help provide,

Customer · 2 September 2026

★★★★★ 5/5

Trustpilot

Efficient

Efficient. Easy. Engaging

Sue · 1 October 2026

★★★★★ 1/5

Trustpilot

I understand why their overall score is so low

As many have said they have seriously affected the sale of my property by the delay in preparing the LPE1 pack so I can sell my flat. After paying the £300 fee on the 3rd July and sending in the third party consent form I’ve chased numerous times and raised complaints 3 times now and still nothing. They ignore emails and do not answer calls when you ring, I’m not sure how they are still in business. Apparently they have now sent the management pack to my solicitor after I waited 52 working days for this. Still no one has responded to my complaint because I’ve asked for a refund of the £300 fee since they did not send the pack within the 30 working days guideline they provided.Please respond to my complaints about the fee refund. If not I will be going to the housing ombudsman to get this resolved. I can only imagine all the others you’ve done this to, while pocketing our money and causing unnecessary stress to our lives. It should not take that long to complete an 11 page document.

Jania · 15 September 2024

★★★★★ 1/5

Trustpilot

Continual Horrific experience

Horrific experience. Without a lift for two and a half months - escalated to stage one complaint & then 2. Told they would reply within 20 working days, but its been more than 40 and radio silenceIgnoring emailsCalls & then passing from rep to rep - all you ever get told his we dont take calls, just email. The hours Ive wasted just looking to speak to someone and get an answer or support and met with a wall of silence. Horrific service but still taking full service charge. Also told we should call the contractors for repairs as not their job. Breached their own complaints regulations & will escalate to ombudsman.Horrific all round and have the check to raise service charges every year while getting wore and worse. Issues for over a yearEDIT:I flag despite having all my details & and raising two complaints lasting over 2 months & being met with a wall of silence amongst all my calls & emails, the Peabody response is.... call us and we'll get back to you. Total joke, why even bother replying with a pre-saved templated.

Giles · 10 September 2024

★★★★★ 1/5

Trustpilot

Appalling, avoid if you can!

We had a leasehold with Peabody for around 10 years and thankfully managed to sell about a year ago. They are without a doubt the worst company I have ever had to deal with and if you are thinking of buying with them just don't. Customer service is poor, annual service charge statements were always late and included a number of inaccuracies which we always had to challenge in a painful process. We even had to take them to court to ensure that they would continue to provide Gas! The reason I waited a year to post a review is that it has taken that long for Peabody to deal with a complaint I had around an overpaid service charge. I requested a refund just after we moved in October 2023 and was told it would be refunded in 28 days. 3 months later I chased and was told that I was given incorrect information and they wouldn't be refunding it after all. I raised a complaint that took 3 times as long to deal with as it should've done and they rejected it. I escalated to a stage 2 complaint which again I had to chase as despite having to respond within 20 days it had been nearly 60 days. Finally I got a response - they did not uphold the complaint however due to the appalling way they had handled it offered us compensation that was 10% more than the refund I requested! To top it all off, having been told I'd get the compensation within 21 days, 65 days later when I chased, again, they added another £50 on due to taking so long to refund the initial compensation. This then took another 2 emails, a message on Twitter and over 3 weeks to finally send us the money. We are so glad that we no longer have to deal with Peabody, you only have to look at the responses they provide to some of these reviews to realise that they really don't care about their residents. I do have sympathy with the staff there as they are hugely under resourced and I think they have a large turnover due to the amount of stress they must be under. If they spent more time looking after their residents and less on telling everyone how great they are then things would improve but sadly I doubt that will ever happen.My recommendation would be to steer well clear of them if you have the choice and if I could give 0/5 I would.

Daniel · 9 September 2024

★★★★★ 1/5

Trustpilot

Peabody

Peabody, quick question... if I did not pay my rent, how long would it take you to contact me?. 1 day, 2?. I've been waiting for repairs since November 2024. I've called the emergency repair line today as I've no heating or hot water, lost the will to live after holding for 1 hour and 10 mins..... so again, how long after I stop paying my rent will it take you to call me?

MISS · 7 December 2024

★★★★★ 1/5

Trustpilot

Pathetic, shambles, clueless

i dont know where to start, so awful, no one knows whats going on regarding repairs, since 1st april our front door has been broken, any one can get in, doesnt lock. 5 months and hopefully tomorrow it will get fixed i think. its a huge health and safety issue. i also had issue last year where we had no water for several weeks and no hot water for months. the list goes on and on. currently no electricity at my flat

Mr · 29 August 2024

★★★★★ 1/5

Trustpilot

Unexplainable delays of 3 months

It's been nearly 3 months since a management pack was requested by the seller of a flat we are trying to purchase. Despite chasing, assurances that the pack will be shared by a certain date, will be shared in parts have also not been followed through. We are now technically without a home as our current lease has ended and our purchase delayed by over a month. Disappointed, helpless without any resolution in sight. This review is a desperate plea...

MS · 28 August 2024

★★★★★ 1/5

Google

Just to add to the number of 1-star reviews it needs to be made very clear to anyone think of leasing, renting or dealing with Peabody in any way, that they currently don’t operate any sort of customer service - there is next to no way of getting through to them to deal with the very serious negligence of the properties they freehold. Ignore the automatic response to this I will inevitably get saying to contact them via a web form or a telephone number - after literally years of trying, they will simply ignore any issues you have. And keep increasing the service charges.

Ed · 24 August 2024