5/5
TrustpilotIsabel Pretorius was excellent
Isabel Pretorius was excellent, her responsiveness to my requests for help was much appreciated especially because she was covering our usual building manager's absence - thank you Isabel!
Trusted Agent profile · London
Urang Property Management London reviews
★★★★★
500 reviews across 2 platforms
196 New Kings Road, London, SW6 4NF
Urang Property Management's office in London, at 196 New Kings Road, is rated 2.9 out of 5 across 500 reviews on two platforms, including 219 Google reviews rated 2.6.
Reviews
Every review we hold for the London office, from every platform, shown as written. First names only.
Trustpilot1/5
GoogleIt is truly impressive how incompetent these people are. We’ve been waiting on a new key for OVER A YEAR now. This should be the easiest thing ever to manage, it’s a security key we are unable to get cut ourselves so we are stuck relying on urang. They literally just ignore you and deflect when you get in touch. I cannot possibly overstate how much I would implore you to avoid this company. Genuinely hopeless
4/5
GoogleIt is with great appreciation that working with Ms. Isabel Pretorius of Urang for her outstanding performance, professionalism, and dedication in her role. Throughout her service, Isabel has consistently demonstrated excellent organizational skills, reliability, and a proactive approach to her work. She handles her responsibilities efficiently and ensures that all tasks are completed to the highest standard. Her attention to detail and commitment to maintaining quality in every aspect of her work are truly commendable.
1/5
TrustpilotNot recommended
Urang are supposedly carrying out a full complaints process including at the most senior of levels, but have assumed no responsibility for anything. For this reason we are likely to escalate the complaint externally - the response via their online services is of no value.Urang have disappointed on many aspects of building management. We sympathise with their other clients who express the same.Urang are slow to respond even in urgent situations such as the recent collapse of a party wall to the front of our garden. Urang put forward a Legislative Health & Safety Assessment that is not even relevant to our building. They continue to do so, despite our own verification with the FIA.Urang have failed to represent our interests in a crucial part of a subsidence insurance claim. This would have resulted in a large and unnecessary expenditure had we not rectified it directly with the insurer.All of this is in addition to years of chase ups for a variety of issues. We therefore would not recommend them.
Agent replied · 24 August 2024
Dear ReviewerI am sorry to hear of your less than satisfactory experience.I have tried to contact you via the Trustpilot platform to obtain more details regarding the concerns you mentioned, but you have declined to do so. Unfortunately, as I cannot identify you, I cannot look into this situation and verify it. Would you please send an email to onlinereviews@urang.co.uk with further details so that I can follow up with the relevant team members?Kind regardsJessUrang Customer Satisfaction Coordinator
5/5
GoogleKind, responsive, flexible and helpful staff. I was arranged and provided with an excellent quality of admin service and a door repair and adjustment service. Overall my encounter with the company has been very positive for the last 1.5 years including concierge services and other property management and maintenance services. They look after the building and surrounding areas (including the gardening 😍) and residents ensuring health and safety of everyone and a pleasant place of residence. Concierge staff on site are always helpful and kind. A big thank you to staff at Urang. 🌟🌟🌟🌟🌟
Agent replied · 24 August 2024
Dear Reviewer Thank you for taking the time to give us your feedback, it is much appreciated. I would love to pass on this positive review to the relevant PM. Would you be willing to send me an email at onlinereviews@urang.co.uk with your block name so that I can do so? Kind regards Jess Urang Customer Satisfaction Coordinator
5/5
GoogleBig thanks to Tomas who carried out some renovations and maintenance inside our flat, and Ken for a swift and pleasant booking process! Arrived early, excellent attention to detail on the paint work, and assembling and putting up some fittings and furniture. Tidied up after his work was complete which was a pleasant bonus to come back to a lovely flat. Flat looks great now. Highly recommended :)
Agent replied · 24 August 2024
Hey Chris, Ken and Tomas here! No problem, glad your flat is looking 👌 Was great working with you :) All the best, Ken and Tomas (Urang Cleaning and Maintenance team)
1/5
TrustpilotThey do nothing, expensively
In one full calendar year I have paid them thousands of pounds and asked them to do one thing - to address a pretty bad leak on my outside wall. They made zero progress on this issue, didn't answer the phone, didn't answer emails, and the longest email I had from them was 11.5 months in when their credit controller sprang into action to query why I had withheld my final month's service charge and threaten to pass me to a debt collection agency. Amazingly, that person answered the phone first time. They promised to get me an update on the leak. I paid the service charge. I never received the update. Zero stars if I could.Edit 27 May 2024: we have given notice we are using a different company going forward but I did just write an email to the address given below to give them private feedback. The email bounced.
Agent replied · 19 June 2024
Dear ReviewerI can understand your frustration with this situation. We "Requested Information" on 16/04/2024 which you declined. However, this information is necessary in order for us to be able to look into the concerns that you have raised. Please email us at onlinereviews@urang.co.uk or you can try customerfeedback@urang.co.uk with your block name so that we can do this as soon as possible.Kind regardsJessUrang Customer Satisfaction Coordinator
1/5
TrustpilotHow Urang tried to inflate costs for a…
How Urang tried to inflate costs for a 12-flat building.
Agent replied · 22 September 2026
Dear Joe, Thank you for taking the time to share your feedback. We are sorry to hear that you were dissatisfied with the budget proposal and the explanations provided during the budget review process. We understand the importance of transparency when it comes to service charge costs, particularly in relation to health and safety compliance and planned expenditure. Budget proposals are intended to be reviewed and discussed with clients, and we welcome questions and feedback as part of that process. As we are unable to identify the development from this review, we would appreciate the opportunity to look into the concerns you've raised in more detail. Please contact us at onlinereviews@urang.co.uk with your block name and preferred contact details so that we can arrange for the matter to be reviewed and ensure any outstanding questions are addressed. Kind regards Thobeka Urang Customer Resolution Associate
1/5
GoogleI would give zero stars if possible. This agency has absolutely zero interest in doing their job. They take weeks to reply emails (if they ever do), they tell you they will fix something and then ghost you…I have bought a flat a year ago and barely seen anything being taken care of in the block. Doors not locking, a lift that’s out of order for a year (even though neighbours already paid for it to be fixed), once a month block “cleaning” (of brooming can be considered cleaning)… best of all, we have a communal garden where grass has grown over 1mt tall, I have been asking for someone to come and mow the lawn for three weeks now, all they say is “I asked someone to go already…” and after three weeks the grass keeps growing. Pathetic and insulting how a company can ignore the people they charge (really high annual service charges) to serve and get away with it because they don’t even pick up the phone.
Agent replied · 24 August 2024
Dear Mr Federico I apologise for the experience that you have had. I understand you had contact with your property manager on 13/05/2024, who was able to give you a better understanding of your current concerns at your block. If there is anything further that you would like to address, please contact me at onlinereviews@urang.co.uk. Kind regards Jess Urang Customer Satisfaction Coordinator
1/5
GoogleAbsolutely terrible service, 3 week gaps between emails. Have mould and damp in a new build for two years with two young children, drainage issues, no car chargers, communication is non existent. Main door to the building doesn’t work but obviously safety ain’t that important. Genuinely the worst company I have ever dealt with. To be fair they did email me 4 times in a day once but that was for their 3k service charge, paid it not heard back since.
Agent replied · 24 August 2024
Dear Reviewer We would appreciate the opportunity to look into the concerns that you have raised in your review. We, however, have not been able to identify you on our client database and we requested you to send an email with further details on 6/05/2024 and to this date (4/06/2024), we have not received anything. If you would like us to look into your concerns, please send an email to onlinerviews@urang.co.uk with further details, we would gladly do so. Kind regards Jess Urang Customer Satisfaction Coordinator
1/5
TrustpilotI have asked multiple times to get…
I have asked multiple times to get answers from this email. No concrete answers.
Agent replied · 26 May 2026
Dear Rory, Thank you for your detailed feedback. We’re very sorry for the frustration caused, particularly around the lack of clarity and supporting information provided to date. We completely understand how important transparency is when it comes to service charge costs. Please be assured that your queries have been shared with the relevant team for a full review. Many of the points you’ve raised require input from multiple parties, including managing agents and third-party contractors, to ensure we provide accurate and complete responses. As outlined in our previous acknowledgement email, a comprehensive response addressing each of your questions, along with supporting documentation where applicable, will be provided in due course. In the meantime, as your concerns have been raised directly with our reviews team, please continue to use the existing email thread to share any further questions or points of clarification so everything can be tracked and addressed together. We sincerely apologise for the delay and appreciate your patience while we work to provide the clarity you’ve requested. Kind regards Thobeka Urang Customer Resolution Associate
5/5
TrustpilotChris Lombard is the contact for our…
Chris Lombard is the contact for our contract with Urang. Our contract has been active for the last 10 years.When Chris joined and took over our contract we noticed a great improvement.He is always available, efficient, polite and controls the costs and works with due diligence.
Agent replied · 19 June 2024
Dear Mr Coote. Thank you for taking the time to share your feedback about your experience. We will pass your kind words to your dedicated Property Manager. Thank you. Urang Group
1/5
GoogleIn one full calendar year I have paid them thousands of pounds and asked them to do one thing - to address a pretty bad leak on my outside wall. They made zero progress on this issue, didn't answer the phone, didn't answer emails, and the longest email I had from them was 11.5 months in when their credit controller sprang into action to query why I had withheld my final month's service charge and threaten to pass me to a debt collection agency. Amazingly, that person answered the phone first time. They promised to get me an update on the leak. I paid the service charge. I never received the update. Zero stars if I could.
Agent replied · 23 November 2024
Dear Reviewer I can understand your frustration with this situation. We have made every attempt to identify you on our database, but have been unsuccessful. Further information is necessary in order for us to be able to look into the concerns that you have raised. Please email us at onlinereviews@urang.co.uk with your block name so that we can do this as soon as possible. Kind regards Jess Urang Customer Satisfaction Coordinator
1/5
GoogleAbsolutely dreadful - I'd give zero stars if I could. My freeholder terminated our contract with Urang 10 weeks ago, but despite repeated chasing by him and by the three leaseholders (I'm one), they're still hanging on to £4,500 or so of our building's sinking fund, which they owe us back. Emails are not responded to and calls go unanswered - we're now becoming very concerned that they will never return our money. Please don't trust them with a penny!
Agent replied · 24 August 2024
Dear Ms Dixon We would like to apologise for the delay in sending over the financial handover information. Please note that handover can normally take up to three months, or more, from the ending of the management contract because of the magnitude of process that needs to be followed to do so correctly. As I understand, the block has now been officially handed over and you have been sent all the relevant documents and explanations thereof. Our Finance Team has been working through a backlog of accounts, so we apologise for the delay and any inconvenience caused by not sending the handover accounts sooner. Kind regards Jess Urang Customer Satisfaction Coordinator
1/5
GoogleIn one full calendar year I have paid them thousands of pounds and asked them to do one thing - to address a pretty bad leak on my outside wall. They made zero progress on this issue, didn't answer the phone, didn't answer emails, and the longest email I had from them was 11.5 months in when their credit controller sprang into action to query why I had withheld my final month's service charge and threaten to pass me to a debt collection agency. Amazingly, that person answered the phone first time. They promised to get me an update on the leak. I paid the service charge. I never received the update. Zero stars if I could.
Agent replied · 24 August 2024
Dear Reviewer I can understand your frustration with this situation. We have made every attempt to identify you on our database, but have been unsuccessful. Further information is necessary in order for us to be able to look into the concerns that you have raised. Please email us at onlinereviews@urang.co.uk with your block name so that we can do this as soon as possible. Kind regards Jess Urang Customer Satisfaction Coordinator
1/5
TrustpilotPoor quality agents
We are in a block managed by this agent. It is a really bad and poorly run business.
Agent replied · 26 May 2026
Dear Mikey Mike1, Thank you for taking the time to share your feedback. We’re sorry to hear about your experience and understand how frustrating it is to feel that queries are not being followed through or resolved clearly. We recognise that delays, unclear ownership of issues, and being passed between teams can cause significant dissatisfaction, and this is not the level of service we aim to provide. Your comments have been noted and shared internally as part of our ongoing efforts to improve communication, accountability, and overall resident experience. Our review requests are intended to gather honest feedback so we can identify where we need to do better. If you’re open to it, please contact us at onlinereviews@urang.co.uk with your block name and contact details, and we’ll look into this as a priority and work towards a resolution. Kind regards Thobeka Urang Customer Resolution Associate
1/5
TrustpilotIf I could give 0 stars then I would
If I could give 0 stars then I would. Property is very poorly managed, from broken lifts and locks on the main door, to rat and fly infestations from the overflowing bin area. Constant theft occurs and requests for CCTV have not been answered. After tenants began leaving bad reviews the property manager has now responded to some issues with a plan, so hopefully the actions within this plan are actually carried out.
Agent replied · 24 August 2024
Dear Reviewer Thank you for taking the time to provide your feedback. We apologise for the issues you’ve been facing, and we can assure you that we are taking the necessary steps to rectifying these issues and improving our communication. Your property manager has put together a plan to tackle the various issues, which was communicated to your block last week by your property manager. This includes repairs to the entrance door and lift, scheduling a deep clean, and improving the CCTV coverage within the building. We’re also addressing the pest problem with ongoing treatments and increased monitoring of the bin area to prevent infestations. The lift was successfully repaired by our contractor last Friday, 16 August 2024. We understand that these issues have been ongoing and are committed to seeing these improvements through. We appreciate your patience and hope to show you a significant improvement soon. Kind regardsJess Urang Customer Satisfaction Coordinator
1/5
GoogleWould leave zero stars if I could. Absolutely appalling service. Ignores emails and calls, gaslights, delays, obfuscates, lies, and then charges you for the pleasure of it. Avoid this company. Edit: Hilariously the response below from Urang is the fastest I've received to date (albeit copy-pasted and meaningless). I haven't heard from them in weeks and today they didn't show up to an agreed meeting. Laughable.
Agent replied · 23 November 2024
Dear Stanley Thank you for your review. We are truly sorry to hear about your dissatisfaction and understand how frustrating it must feel. Your experience does not reflect the standard of service we aim to provide, and we take your feedback very seriously. Our property manager has prioritised addressing the issues at your block and will be reaching out to you directly today (19/11/2024) to try resolve matters. We apologise for any missed communications or delays and are committed to ensuring clear and timely updates moving forward. We appreciate your patience and the opportunity to improve your experience with us. Kind regards Jess Urang Customer Satisfaction Coordinator
1/5
TrustpilotTerrible accounting skills and poor response rate
Due to poor response rate, I have to write here to get some kind of adequate reply. Urang customer feedback/complaints team - please respond to me. I have sent many emails to our building's agent, AG, regarding the annual budget of the service charge, yet she has not sent back the finalised budget that we freeholders amended and is overcharging us. She keeps sending back the same invoice, then not just for 1 quarter but 2 quarters when this is too early. We then received a credit control email from your debt collection team. I wrote back to them 9 days ago asking to put in a formal complaint yet I have received no response. I emailed urang customer feedback 3 days ago, but no response. Given the urgency of the situation I expected an immediate response. You will find my emails from JF.
Agent replied · 19 June 2024
Dear Ms Foote, Please accept our apologies for the incorrect billing of the service charges for the 2024 budget period. Our Finance Team has confirmed that the billing is now correct and has kindly provided an example, which has been sent to you via email, of how the service charge and reserve fund has been split. If you have any further concerns, please contact me at onlinereviews@urang.co.uk. Kind regards Jess Urang Customer Satisfaction Coordinator
1/5
TrustpilotAVOID at any cost, utterly useless and fraudulent!
Absolute fraudsters and company to avoid. Charge us service charge but provide not even minimum level of service. Those positive reviews clearly look fake. We decided to change property management company to get a better level of service in what was a relatively well maintained development. What a mistake to have unfortunately come across Paul Cleaver who is utterly useless. We have not heard from him since he manipulated us into singing the contract. He does not respond to any emails and leaves his handful of incompetent staff to do daily damage and disservice to the development. As all things usually come from the top in any company (and I can not call Urang a company) staff is generally trained to be rude and manipulative.They simply do not care, do not look or even undertake basic maintenance that the development needs.Staff turnover at concierge level is extremely frequent as they are faulted for everything that goes wrong by the PART TIME (4 hours a week max at the development) development mangers that seem to last a bit longer but change every few months in the best case.We have had more staff turnover with Urang in the past year and a half than in the past 18 years with previous company easily.Avoid Paul Cleaver and Urang at any cost as they seem to be well trained on cashing in and destroying whatever is functional in the shortest possible period of time. This scale does not go negative unfortunately, so I have to give it 1
Agent replied · 19 June 2024
Dear Mr Tadic, Thank you for taking the time to share your feedback. We sincerely apologise for your experience. Please know that your feedback has been taken seriously, and we have been actively working to rectify the issues you've highlighted. Regarding your concerns about concierge behaviour, we took action to address this matter internally. Training and guidance are being provided to ensure that our Team members uphold the highest standards of professionalism and service. We are committed to making the necessary improvements. Additionally, we acknowledge staff turnover and its impact on your experience. Please note that steps have been taken to enhance our practices and procedures, focusing on promoting stability and progression for our Team members. Since the arrival of our new Estate Development Manager, we've seen a significant increase in stability on site. Should you have further concerns or suggestions, please don't hesitate to contact me directly at onlinereviews@urang.co.uk. Kind regards Jess Urang Customer Satisfaction Coordinator
3/5
TrustpilotMixed Review With An Improving Ending
Urang took over management of the block in 2023 and our experience was not very good from the outset. We have had about 5 different account managers already along with a range of issues and have had to raise formal complaints.
Agent replied · 23 September 2025
Dear JCunniffe, Thank you for taking the time to share your feedback. We are sorry to hear that your initial experience with us fell short, but at the same time, we are pleased to know that recent progress has been made and that you feel communication and responsiveness have improved. We are especially glad to hear your recognition of your Interim Accounts Manager's efforts in assisting with your sale and helping to resolve matters effectively. We will be sure to pass on your thanks to him. Your comments are very valuable to us as we continue working to improve the consistency of our service. Kind regards, Jess Urang Customer Satisfaction Coordinator
1/5
GoogleIt's hard to believe that this company is allowed to operate. We have had this bunch sharks foisted upon us by our freeholder and they have caused untold stress and have had to put in countless hours fighting their financial demands. They essentially concoct work that doesn't need to be done and use their own overpriced contractors to undertake the work, then aggressively pursue their unjust fees. They are a really bad stain on the industry. Avoid at all costs.
Agent replied · 24 August 2024
Dear Reviewer We sent you emails on 29/02/2024 and 13/03/2024, to which we have received no response, to establish the specific details of your concerns, as these are unclear from your review. Without further information and insight, we cannot proceed. We would really like to look into your concerns and would be willing to do so at any point. If you'd like to discuss this, please email the details to onlinereviews@gmail.com, and we will be happy to assist you. Kind regards Jess Customer Satisfaction Coordinator
1/5
TrustpilotThis company is the most unresponsive and unhelpful company !
This company is the most unresponsive and unhelpful company ever. The lift in our building has been broken for four months. All the flats in our building have been trying to get Urang (who manages our building) to do something about this, but we have had no luck. Some of our neighbours call daily even. Appalling. Nothing is going to get resolved, our calls are being ignored, or we get told to 'call back next week' every time. Don't hire Urang for your property management. So unhelpful.
Agent replied · 19 June 2024
Dear Mr SeralyI am posting the same response for all the reviews we have received from all the neighbours at your block. We have been very distressed by this situation with the lift over the past months. There is a comprehensive and expensive contract with Otis, who has attended several times and failed to repair it promptly. We suggested that leaseholders chase them also, as it was hoped that this would aid us in getting them to take action. We sent out an alternative lift company to evaluate, and they told us Otis had propriety technology on site. We have since found a third party who can solve the problem, and they confirmed that the repair has been booked for Tuesday, the 27th of February 2024. We hope this concludes the ongoing issues. We can completely understand the frustration of leaseholders and tenants leading to poor reviews of this situation. We have spent many hours trying to get information from Otis and escalated to the highest of ranks. This lift contract is up for review, and we have decided, based on recent experience with Otis, to give the maintenance contract for this block to an alternative company for the upcoming year.If there is anything further, please do contact me at onlinereviews@urang.co.uk. Kind regards Jess Customer Satisfaction Coordinator
1/5
TrustpilotTerrible experience with the management…
Terrible experience with the management of my block. Most leaseholders sharing the same feedback. Completely unresponsive, lack of updates regarding important issues like cladding remediation, service charges, significant delays or lack of supplying documentation as part of sale process etc
Agent replied · 23 September 2025
Dear Christoforos, Thank you for taking the time to share your feedback. We are sorry to hear about your experience and the concerns raised regarding communication, documentation, and updates. We would like to look into the specific concerns you have mentioned in more detail. Thank you for providing a reference. I will be in touch with your property manager. In the meantime, if there is anything you would like to add, please send an email to onlinereviews@urang.co.uk. Kind regards, Jess Urang Customer Satisfaction Coordinator
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Questions about Urang Property Management London
How many reviews does Urang Property Management London have?
Urang Property Management's London office has 500 reviews across two platforms: 219 on Google, 281 on Trustpilot.
What is Urang Property Management London's rating?
Urang Property Management London is rated 2.9 out of 5 across all 500 reviews, and 2.6 out of 5 on Google from 219 reviews.
Where is Urang Property Management's London office?
Urang Property Management London, 196 New Kings Road, London, SW6 4NF.
