Trusted Agent profile · London
★★★★★
784 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 784 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
GoogleCarl has been brilliant and very efficient both times we’ve had him out, sorted the issues quickly - always a pleasure to chat to him
Hi Amani! Thanks for sharing your experience. We’re so glad Carl was able to provide an exceptional service. Thanks from urbanbubble
5/5
TrustpilotAlessandra has been brilliant and has…
Alessandra has been brilliant and has made everything very easy. Defiantly the easiest and most efficient renting process I’ve proceeded with. Would recommend
5/5
GoogleCarl was brilliant, came in and got the job done swiftly and effectively. Really friendly guy also.
Hi Oliver! Thank you for the great feedback! We're pleased Carl could get everything sorted quickly for you. He's brilliant, and we'll make sure he knows you've appreciated his friendly approach. Thanks from urbanbubble.
1/5
TrustpilotDeposit Issues
Lived in my apartment for a year, small 1 bedroom, getting charged a cleaning fee of almost £400 including “bulb repair” for a light that didn’t even work before I moved in. They gave me 2 weeks notice that I had to leave after being told I was able to extend my tenancy another year. It’s been 3 months and I still haven’t had the rest of my deposit back, and I agreed to pay the amount because who knows n how much longer it would take to get my money back. Constantly asked for another fob for a whole year just to keep being told they they’ll “sort it out”
Hi Aimee, we're sorry to hear about your experience and the frustration you've felt with the deposit return process. Deposit deductions are made in line with the tenancy agreement and reflect the cost of returning the property to its original condition. If you believe charges have been applied incorrectly, we'd encourage you to dispute them through the deposit protection scheme, which provides an independent review. Regarding the outstanding deposit balance, we apologise for the delay. Please get in touch with us directly so we can look into this and get it resolved for you as quickly as possible. Thanks from urbanbubble
1/5
TrustpilotBeware deep clean fees
My son left his rental studio room in liverpool 4months ago- it took 3 months to return our deposit and they deducted £222 to deep clean a single studio room ( he left it clean al bar the boiler cupboard and skirting) ! It is illegal to charge deep clean fees plus the fee is ridiculously high for a single room and shows complete lack of negotiation with the cleaner. In addition I overpaid 1 months rent by mistake and 4m later still waiting to be reimbursed. Multiple emails and complaints later still waiting. Do not trust this company
Hi Simon, we're sorry to hear about your experience with the deposit return and refund process. Deposit deductions are made in line with the tenancy agreement and any charges reflect the cost of returning the property to its original condition. We understand this can be frustrating, and we're happy to discuss the breakdown with you directly. Regarding the overpayment, we apologise for the delay. Please get in touch with us directly so we can look into this and get it resolved for you. Thanks from urbanbubble
5/5
TrustpilotJob well done!
Carl was on time, friendly and very thorough with the work he completed in my flat. Very pleased.
Hi Kristy! Thank you for your feedback! We're glad Carl was able to help and get everything sorted. We'll make sure he knows about it. Thanks from urbanbubble
1/5
TrustpilotCampbell house louvers opened & terrible cold & disappointed
Update 10 November- 16 days has passed with and nothing has been regarding the opened louvers - waking up with sore throat because of cold!!😡😡😡😡😡How would anyone from this company feel when is going home and the louvers are opened on this cold weather?? There are 6 days in this state and at every call are blaming the contractors!!! I have a terrible cough & infection in my throat & chest and the cold at night is making me feel worse...
Hi Suzana, we're really sorry to hear about the discomfort you've been experiencing and understand how frustrating this has been. We've been working hard to resolve the issue with the AOVs since the fire alarm was triggered. Unfortunately, we've faced significant delays with the contractor responsible for the system, despite our repeated attempts to get them on site. We've now escalated this and brought in alternative support to get it sorted as quickly as possible. We know this has gone on too long, and we're doing everything we can to resolve it. Thank you for your patience.
5/5
GoogleAs always a very quick response to any issue raised. John is great to have on site
Hi Nigel! Thank you for the great feedback! We're pleased we always respond quickly to issues, and we're thrilled John has been so great to have on site. We'll make sure he knows you've appreciated his work. Thanks from urbanbubble
5/5
GoogleCarl was quick and efficient in dealing with the issue we were having in the apartment
Hi Rob! Thank you for sharing your experience! We're pleased Carl dealt with the issue quickly and efficiently. We'll make sure he knows about your feedback. Thanks from urbanbubble
5/5
GoogleExceptional service from Carl, very quick to get my leak fixed with great communication throughout, Carl went above and beyond and I would recommend him / the company to anyone !
Hi Jacob! Thank you for the fantastic feedback and recommendation. We're delighted Carl could fix your leak quickly and keep you informed throughout. We'll make sure he knows how much you've appreciated his service. Thanks from urbanbubble
5/5
Trustpilot"Alessandra is absolutely wonderful
"Alessandra is absolutely wonderful! She went above and beyond to assist me with great professionalism and efficiency. Excellent service
5/5
GoogleCarl was friendly & fixed the doors quickly, great service! Everything works perfectly again now
Hi George! Thank you for the great feedback! We're pleased Carl was so friendly and sorted the doors quickly for you. We'll make sure he knows you've appreciated his service! Thanks from urbanbubble
5/5
TrustpilotVery friendly and helpful
Alessandra is very friendly, super helpful!
Hi Nisan! Thank you for the lovely feedback! We're so pleased the team was friendly and helpful for you. Thanks from urbanbubble
5/5
TrustpilotCarl was great at fixing my electric…
Carl was great at fixing my electric box - very efficient and friendly :)
Hi Kate! Thank your for your feedback. We're pleased Carl could fix all the maintenance issues for you. We'll make sure he knows about your feedback. Thanks from urbanbubble
5/5
Google5 stars. Carl was amazing. Came 1 week earlier than scheduled and sorted the problem in no time
Hi Natasha! Thank you for the fantastic feedback. We're delighted Carl could come earlier than scheduled and sort everything so quickly. He's amazing at what he does, and we'll make sure he knows you've appreciated his work! Thanks from urbanbubble
5/5
GoogleAmazing accommodation and staff. Mr. Opsy is really helpful and a hard worker👍🏻👍🏻 …
Hi Kawthar! Thank you for the great feedback! We're thrilled you're enjoying your home and the team. Opsy is brilliant, we’ll be sure to pass your feedback to him. Thanks from urbanbubble
5/5
TrustpilotCarl is a fantastic member of the team
Carl is a fantastic member of the team, completed a fantastic job much appreciated
Hi Jesika! Thank you for sharing your experience! We're delighted Carl did such a fantastic job for you. He's a brilliant member of the team, and we'll make sure he knows you've appreciated his work! Thanks from urbanbubble
1/5
GoogleAvoid like the plague! Most of the positive reviews look fake. There is no way anybody who has had to deal with this company will give them any praise. They over charge They outright lie They deliberately mislead you as distraction mechanism to hide dodgy activity The staff are useless and lack skills and training They deliberately hide charges They cannot do basic accounting The MD is cringe worthy with his posts on LinkedIn about how great this joke of a company is and their fake awards. Utter nonesense he is a greedy liar. The company is rife with suspicious activity. To anybody reading this, just reach out to the many blocks they are managing and ask leaseholders for personal reviews. Some apts in the city center are paying 5k/ year in service fees due to urban bubbles failures. Do not believe any of the positive stuff on here, it’s all fake. To the staff at urban bubble, good luck. Eventually the wheels will fall off.
Hi Chris. Thank you for leaving a review, however it was disappointing to read your views. I am currently unable to find you as a customer within our system due to limited information provided. Should you wish to discuss this, or provide me with more detail, please email complaints@urbanbubble.co.uk. Should we not hear from you, we will reach out to Google to request this review is removed due to defamatory and untrue statements you have made. Thank you.
4/5
GoogleAdeeb Ahmed at Urbanbubble has been very helpful with debt recovery and debt managment with my delinquent tenants. It has take much of the stress out of difficult situations.
Hi Doug !Thanks for sharing your experience. We’re glad Adeeb has been able to support you. Thanks from urbanbubble
5/5
GoogleCarl came and fixed staff room handle today thanks Carl excellent job
Hello Maxine! Thank you for your feedback. We're pleased Carl could fix the staff room handle for you. He does excellent work, and we'll make sure he knows you've appreciated it. Thanks from urbanbubble
1/5
GoogleUrbanbubble is slow, non-communicative, expensive, inefficient, and inflexible. It have taken years to replace terrible elevators and after being forced to replace them after a safety inspection it informed us they have only received one quote in six months. It took almost three months to replace broken basement shutters for parking access with the doors being left open for several days before they acted and put in security guard to monitor. I paid for a fob in October 2022 and it has now (June 2023) stopped working properly. They refuse to replace or repair the fob and say I have to pay for a new one, which costs £25. That's £50 in less than a year for a faulty product they sold me. It took a whole week for them to reply about a request to buy a bicycle shed key fob as well and was only actioned when I called them. If I hadn't, I probably would never have gotten it. Overall, a terrible building management company that should not get its contract renewed with my building (The Sorting House, M11EP). One star is generous.
Hi William. Thank you for taking the time to leave a review. I was very disappointed to read of your dissatisfaction with our service. I have spoken with the property manager and would like to address a couple of the points raised within your review. The cost for the replacement lifts is expected to be an incredibly significant amount. The cost of this will eventually be covered by the Service Charge, and in the meantime we have reached out to 12 different lift suppliers to obtain quotes. At the moment, one supplier has quoted and one has declined. We are in constant contact with suppliers as we wish to ensure any quotes we do receive are fair, and work in the best interest of all leaseholders at The Sorting House. The shutters needed to be completely replaced, and to avoid having to raise a levy to leaseholders, we chose a quote which incorporated both shutters rather quotes which were similar costs for only one shutter. We are of course mindful of the impact this has on all residents of the building, and would like to apologise that this issue has taken a long time to fix. I am of the understanding that the team have now issued you a replacement fob. Please accept my apologies, as I believe there was some miscommunication within the team on the length of time since the fob had been issued, and the nature of the need for a replacement. I would like to apologise one again that you feel let down by our service, and thank you for providing feedback.
5/5
GoogleThe agency is really good. The staff is always answering your question and getting back to you as soon as possible. They are pretty much always reachable via call, email or whatsapp. Especially Becci she was super nice with us and she did alot in her hand in order to guarantee us the apartment, very considerate. The most important thing is that even after we moved to the apartment we were able to contact her still about any question and she would get back to us as soon as possible. Great company 👍
Thank you so much for leaving a review Noura!
5/5
GoogleI want to thank John, the building assistant at Radcliffe House managed by Urban bubble. You have been so great in ensuring a high standard of cleanliness inside and around the building. You made everyone feel at peace knowing that you are always available to sort issues and respond to queries partaining to the building. You have also gone above and beyond helping out those who need it. Everyone is impressed on how dedicated you are to your job. You have no idea how great a positive impression you have left with the tenants. Your passion to the job shines through and makes you an incredible person to deal with. Keep up the excellent work and thank you again for all your help 😊😊😊
Thanks for the review June! So glad Mark and Ste were able to assist you!
1/5
GoogleAn awful experience. Would not give one star. We moved into our apartment, which was not clean and had a broken oven and mattresses (promised to be replaced before we moved in) in a disgusting state. After complaining to urban bubble our landlord turned up unannounced which is illegal and dumped new mattresses but did not take the old ones. The landlord continued to turn up unannounced to remove the old mattresses after a long period of time and multiple complaints. When complaining to Urban Bubble, they told us that they could not police the landlord. When asking when the landlord would arrive we received a message saying 'the landlord is not sure what day or time he will be showing up but he will be letting himself in'. Showing there was no attempt made to prevent this. When turning up unannounced we found left in our flat used mugs and toilet lights left on - showing the landlord had used the facilities we are paying to live in! Which is also not only terrifying as two young girls living alone, but I reiterate illegal! The oven took 2 months to be repaired. Meaning we did not have an oven since moving in for a 2 month period. We encountered more problems along our tenancy including a broken bed and chairs which was reported and not fixed for over 5 months. When the landlord finally turned up unannounced again and dumped a bed and chairs in flatpack, he did not take the old bed or chairs. After complaining we heard nothing and had to pay for someone to fix and dismantle the bed which is still in our flat. We have had a mould problem which we were told would be dealt with as it caused personal items to be ruined by mould. Nothing was done. Wardrobes have broken and not been repaired even after continuous reporting and complaints leaving us to pay for new ones ourselves. Two curtains have fallen down due to the brackets being fitted wrong, this has prevented sleep. It was reported in February and has not been fixed (it is now June when we are moving out). We have received a completely unacceptable service which includes our landlord breaking the law and urban bubble doing nothing to prevent this. Unfortunately an apology is not enough. We have not received the service we have been paying for and I wish for no other tenant to experience this, therefore recommend everyone avoids urban bubble at all costs.
Hi Emily. Thank you for taking the time to leave a review. I was very disappointed to read of your dissatisfaction, and would like to look into all of the issues you have experienced. Please could you contact me on info@urbanbubble.co.uk with details of the apartment you have been renting to allow me to conduct an investigation. Thank you
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