Trusted Agent profile · London
★★★★★
783 reviews across 2 platforms
Smugglers Way, London, SW18 1EW
Urban Bubble's office in London, at Smugglers Way, is rated 3.3 out of 5 across 783 reviews on two platforms, including 465 Google reviews rated 3.3.
Every review we hold for the London office, from every platform, shown as written. First names only.
5/5
TrustpilotAlessandra has been so helpful during…
Alessandra has been so helpful during my search for a flat. She has always communicated quickly with loads of detail and in a friendly way. I would definitely work with her again in the future.
Hi Llinos! Thank you for the wonderful feedback! We're delighted Alessandra has been so helpful during your home search. We'll make sure she knows about your feedback. Thanks from urbanbubble.
5/5
TrustpilotI was searching for a new place to rent…
I was searching for a new place to rent in Manchester having gotten a job in the city. I reached out to urbanbubble and immediately got loads of potential apartments sent to me the very next day by Johanne, I requested a viewing and got that sorted as soon as I was available. Alessandra met me at the property and did an amazing job showing me the potential listings. I'm very satisfied with how prompt the whole process was and how Johanne and Alessandra handled it all.
Hi Rakshith! Thank you for the fantastic feedback and recommendation! We're thrilled our team was able to help and make the whole process such a positive experience for you. Welcome to Manchester, and we're always here if you need us! Thanks from urbanbubble
5/5
TrustpilotVery professional and quick
Very professional and quick. Good communication from them as well. I needed to move in basically 72 hours and Alessandra and Dora made that possible, thank you.
Hi Dave! Thank you for the great feedback! We're pleased Alessandra and Dora were so professional and quick, and managed to get you moved in within 72 hours. We'll make sure they both know you've appreciated their help. Welcome, and we're always here if you need us! Thanks from urbanbubble
1/5
GoogleIf I could give zero stars I would, as Urban Bubble are one of the worst companies I've had the displeasure of having to come across. It took over 12 months for my flatmate and I to receive our deposit back, even though the company had already agreed to us receiving the full deposit 9 months prior. I had to deal with a member of staff called Ella Jones who at times was a complete nightmare. She would take weeks to respond to a simple email, or not respond at all. If I called the office it was very difficult to get through to her and so I would end up having to explain the situation to someone new who had no idea what was going on. On the few occasions we did converse on the landline she asked me to call her mobile number instead as "the office phone is poor quality so it's hard to hear anything" when in reality I feel this was because the office calls are recorded and she obviously wanted to avoid this. We were informed we would receive the full deposit after we vacated the property, but after 3 months of waiting for it and a plethora of ignored emails we were suddenly charged for cleaning costs by Urban Bubble, but no invoices as proof of this were sent to us until 6 months after we had left, and only because we requested this multiple times. We challenged these charges in several instances, and it got to the point where Ella was negotiating with me on the phone as to what amount of my deposit I would like to put forward for cleaning costs. Her first offer was for myself to receive £900 (deducted from the original deposit of £1100), but what type of lettings agency attempts to negotiate your deposit to you? Either we are charged for the cleaning costs or not, the invoice would state exactly the amount owed, so why am I now haggling for my money when the full amount was already agreed upon? Eventually we grew tired of dealing with this poor level of service, even though we believe these charges were unfair, but since it had almost been a year we decided to settle for the reduced amount they were offering. Then suddenly yesterday I received the full amount of the deposit into my bank account. So why did Urban Bubble feel the need to waste an entire year of our time and theirs? I still can't wrap my head around it. They seem to indulge in shady business practices and I feel many of the reviews on Google aren't legitimate since they all seem to follow similar wording length. If you're a landlord or a tenant then I would do everything you can to avoid having to deal with anyone who works here. EDIT: In regards to the response below - my flat-mate and I were never "advised" by anyone to raise a dispute. I was asked on the phone "how much would you like to put toward cleaning costs?" without ever having been sent an invoice for said apparent charges. This conversation took place on a mobile network, not a landline, and so I asked for this in writing via an email which I never received. The invoice I did eventually receive was around 3 months later, which I personally believe was fabricated. And if the landlord "stood firm" like you say, why did we receive the full amount back exactly 365 days later without any explanation as to why?
Hi John. Thank you for leaving a review. I was very concerned to read you had such a negative experience, and would like to apologise for this. Unfortunately, in this case the landlord stood firm on the deductions from the deposit, and this is why you were advised to raise a dispute, after 90 days had elapsed, as this is was the process used at the time. We have since changed this process, which means disputes must be solved within 90 days of the tenancy ending. I note that communication around this matter was lacking, and will be raising this with the team, and using your feedback to improve our service. Thank you.
5/5
TrustpilotAlessandra is very helpful and kind
Alessandra is very helpful and kind, helping us find a satisfactory property with reasonable price.
Thank you for the great feedback! We're so glad Alessandra could help you find the right property. Welcome home, and we're always here if you need us! Thanks from urbanbubble
5/5
Trustpilot5 STARS
Alessandra was unbelievably helpful and knowledgeable. The renting process is made so smooth and so stress free and I can’t thank her enough! I would absolutely recommend urbanbubble!
Hi Holly! Thank you for the fantastic feedback and recommendation! We're delighted Alessandra made the renting process so smooth and stress-free for you. We'll make sure she knows how much you've appreciated everything she's done. Thanks from urbanbubble
5/5
GoogleThey have a great location in new acress wandsworth too, There is a high standard of cleaning, the Employers are very polite, helpfull and all the time are there when you need .I highly reccommended 🥰🥰 …
Hi Missy! Thank you for the wonderful feedback and recommendation! We're thrilled you're enjoying the location and high standards at New Acres Wandsworth. We're pleased our team has been so polite and helpful whenever you've needed them. We'll make sure they know you've appreciated their support! Thanks from urbanbubble
4/5
TrustpilotReally positive experience with the service
Really positive experience with the Urban Bubble team. Alessandra, Johanne, and Dora all played a part in securing my property quickly and even negotiated my rent down from £1,150 to £1,085. Communication throughout was great, and Dora came in on a Saturday for my move-in day & when I ran into an issue out of hours, the team picked up and sorted it. Couldn't ask for more from the people side of things. 4 stars.
Hi Leret! Thank you for sharing your experience. We're thrilled the team could help you secure your property quickly. We're pleased Dora could come in on a Saturday for your move-in and that the team sorted your out-of-hours issue. We'll make sure they all know you've appreciated their great communication and support. Welcome home! Thanks from urbanbubble
4/5
GoogleJohn and his team do a good job at the Cocoa Works. The cleaner(s) in Almond keep the public areas spotless. John is super approachable and always willing to help.
Hi Vicky! Thank you for the great feedback! We're pleased John and the team are doing such a good job at Cocoa Works. We'll make sure they know you've appreciated their work. Thanks from urbanbubble
5/5
TrustpilotAlessandra is the best!
We had the loveliest estate agent Alessandra. She showed us our dream apartment, and she was incredibly informative and sweet. Thank you so much Alessandra.
Hi Emma! Thank you for the lovely feedback! We're so pleased Alessandra could help you find your dream apartment. She's brilliant, and we'll make sure she knows you've appreciated her help. Thanks from urbanbubble
1/5
GoogleUB routinely ignore service & repair requests from leaseholders, even those marked "urgent" by their own system. No response yet to my most recent issue raised over a month ago (intermittently leaking ceiling for 2+ years causing mouldy carpet in common corridor) despite sending 4 follow up messages. Our service charge is well above the regional and national average, and in return UB give us worse than the bare minimum. Recurring issues include the aforementioned leaky ceiling & mould, collapsed ceiling panels, dangerously loud and invasive false alarms, broken lift, building door not automatically locking resulting in unauthorised access. Our 2023 service charge breakdown contained an entry charged to leaseholders for communal window cleaning. Our building has no communal windows. Why are we paying for things that don't exist while issues that have existed for years are being ignored? I can't help but wonder how much more of our inflated service charge is fiction. I expect our charges to be used to make repairs in such a way that they don't recur, but UB instead seem to patch over them and falsely tell us they're fixed only for them to re-emerge a few months later, billing the excess to leaseholders. When CS do respond they come off disinterested, defensive and unwilling to resolve the issues raised. If you want a property management company that takes you, your money and your wellbeing seriously I suggest looking elsewhere
Hi Jamie, We're sorry to hear about your frustration and the issues you've experienced. We've reviewed your concerns and can confirm that the roof leak has been repaired, and our team has been in contact with you regarding the carpet and mould concerns. Ceiling panel replacement will be scheduled once the leak investigation is fully complete. Regarding the communal windows charge, this was a historical entry that has since been removed from the budget following updated regulations and Director requests. It should no longer appear on your service charge. The lift has been operating correctly with no recent faults reported, and the building door issue was traced to the emergency release button being pressed inadvertently. We've now installed protective covers to prevent this happening again. We've responded to all your emails and are currently awaiting a contractor's report on outstanding matters. We understand you may not agree with some of the responses provided, but we want to assure you that your concerns are being taken seriously and addressed. If you'd like to discuss any specific concerns further, please do get in touch with us directly. Thanks from urbanbubble
1/5
GoogleSubstandard property management services from a company that clearly prioritises its bottom line over the basic safety and maintenance it is contracted to provide. While the vehicle gates have finally been fixed, they were previously left wide open for months due to poor maintenance, which almost certainly contributed to recent break-ins at the Castle Irwell development. It is staggering that a company collecting over £13,000 a month in service charges originally cited a lack of funds as the reason for the delay. The issues are still endless. Although they provide a portal for logging maintenance, there is a consistent failure to follow through on what they say. As a homeowner, I feel like I constantly have to remind them to do certain aspects of their responsibilities. Offensive graffiti in the park remains for months, equipment stays broken, and litter picking is substandard. They have also been incredibly slow to deal with residents disposing of bulky items despite there being a nearby recycling centre. Their only suggestion is to send letters, yet they refuse to affix signage to deter the behaviour. This lack of action has led to my personal garden waste bin being used by others for general waste when it has been left out for collection. We are being nickel and dimed with separate charges for their own management app and confusingly itemised bills for staff pensions that should be consolidated. Furthermore, we are being charged a general property management fee alongside a separately allocated property manager fee, which is entirely nontransparent. Currently, the shared bins are overflowing as shown in the photo, which is just the latest example of their failure to manage the basics. Avoid this company if you value security and transparency. Why should we have to live like this?
Hi Alex, we're sorry to hear about your experience and the frustration you've felt with the management. We understand the concerns you've raised around the vehicle gates, bins, waste disposal, litter picking, graffiti and broken equipment. We are working hard to address them. We've appointed a contractor to remove the excess waste and address the overflowing bins as a priority. Litter picking is being improved with clearer responsibilities and routine checks. The vehicle gates now have a specialist contractor maintaining them to a higher standard, and we're working to resolve the graffiti and equipment issues. Regarding service charge transparency, we're happy to discuss the breakdown of charges with you directly if that would be helpful. Please get in touch with us if you'd like to discuss your specific concerns further. Thanks from urbanbubble
5/5
TrustpilotA big thanks to Carl for the work he…
A big thanks to Carl for the work he carried on on my apartment. Carl kept me updated, and did a great job!
Hi Sim! Thank you for sharing your experience. We're pleased Carl did such a great job on your apartment and kept you updated throughout. We'll make sure he knows you've appreciated his work. Thanks from urbanbubble
1/5
TrustpilotOvercharging with no evidence on their…
Overcharging with no evidence on their billings! They did not calculate the bills correctly and their BTR Debt Recovery team bugs you again and again with wrong calculations. When I ask for details of how they come up with the adhoc bills, they did not provide any details, just keep sending the bills to urge you to pay
Hi Jason, We're sorry to hear you feel you've been overcharged and that the billing hasn't been clear. This is a serious concern, and we take billing accuracy very seriously. We'd like to understand what's happened and review the calculations with you in detail. Please get in touch with us directly so we can look into this and provide a proper explanation of how the bills were calculated. We're here to help resolve this.
5/5
TrustpilotSecond rental we’ve rented through…
Second rental we’ve rented through urban bubble, have been incredible each time!! Especially Alessandra, so lovely throughout the process and consistently communicated!! Thank you!!
Hi Alex! Thank you for the wonderful feedback! We're thrilled you've had such an incredible experience with us for both rentals. Alessandra is brilliant, and we'll make sure she knows how much you've appreciated her support! Thanks from urbanbubble
5/5
TrustpilotJohanne and Allesandra went the extra…
Johanne and Allesandra went the extra mile in getting the property rented and were excellent in communicating of the progress during this process.
Hi Anthony! Thank you for sharing your experience. We're delighted Johanne and Alessandra did such a great job getting your property rented and kept you in the loop throughout. We'll make sure they both know you've appreciated their dedication. Thanks from urbanbubble
1/5
GoogleAppalling management company! They all know to issue invoices, chasing money and applying late fees despite all the concerns raised with them. Complaints not being acknowledged or responded to, you have to chase them constantly for a response and they are incapable of checking internally. Increased management fees without even saying the reason why, still waiting to see the accounts from 2 years ago, never mind last year. AVOID at all cost, it's just a rip off!
Hi Elena, We're sorry to hear you've had this experience and feel this way. We always aim to respond to enquiries and concerns promptly, and we understand how frustrating it can be when communication doesn't meet expectations. We can confirm that responses have been provided previously, and our team continues to work to address queries as they arise. Some matters, such as accounts preparation, can take longer than anticipated, but communications have been shared with leaseholders and further updates will follow. We take this feedback seriously. If you'd like to discuss your concerns in detail, please get in touch with us directly and we can clarify any outstanding matters. Thanks from urbanbubble
5/5
GoogleCarl was fantastic. He came and fixed my shower as it was constantly dripping. He was attentive, and professional throughout. He went above and beyond. Highly recommend.
Hi Lydia! Thank you for the fantastic feedback and recommendation! We're thrilled Carl could tackle everything for you and even sort out those additional issues. We'll make sure he knows how much you've appreciated his work. Thanks from urbanbubble
5/5
TrustpilotAlessandra has been very helpful and…
Alessandra has been very helpful and has made the process a lot easier for us. Would recommend
Hi Callum! Thank you for the great feedback and recommendation! We're pleased Alessandra made the process easier for you. We'll make sure she knows you've appreciated her helpful support. Thanks from urbanbubble
5/5
TrustpilotAlessandra was lovely
Alessandra was lovely, friendly and patient. She kept us informed throughout the entire process.
Hi Jasmine! Thank you for the lovely feedback! We're thrilled Alessandra was so friendly and patient and kept you informed every step of the way. We'll make sure she knows you've appreciated her support! Thanks from urbanbubble
5/5
TrustpilotWe have been tenants with urbanbubble…
We have been tenants with urbanbubble for three years now and have always found them to be professional and reliable. A special mention to Rose, who is always a pleasure to deal with. Most recently, she arranged an emergency repair for our water controller incredibly quickly, restoring our hot water in record time. It’s reassuring to have such a responsive property manager and agency.
5/5
TrustpilotGreat Job
Carl was so helpful and fixed everything !
Hi Ella! Thank you! We're pleased Carl was so helpful and fixed everything for you. We'll make sure he knows you've appreciated his work. Thanks from urbanbubble
5/5
TrustpilotAlessandra made our move easy and…
Alessandra made our move easy and stress free! She's very kind :)
Hi! Thank you for the lovely feedback! We're delighted Alessandra made your move easy and stress-free. She's brilliant, and we'll make sure she knows you've appreciated everything she did. Thanks from urbanbubble
5/5
TrustpilotMy experience was very smooth and…
My experience was very smooth and straightforward, thank you to Alessandra for your help. Highly recommend
Hi Marcin! Thank you for the great feedback and recommendation! We're thrilled your experience was so smooth and straightforward. Alessandra is brilliant, and we'll make sure she knows you've appreciated her help! Thanks from urbanbubble
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