Prime Residential Property Management Ltd Reviews 80

Has such a positive experience with this company! Thanks to Prime Residential for helping me to have a smooth transition into my apartment. Couldn’t recommend Ryan and the team more. Thank you!

Luis has been managing the letting of my flat in London and the service he has provided has been exceptional. I look after my elderly mother who has dementia so my time is very limited. Luis understood this and has made this process very easy for me, taking care of the details and making sure I was informed/consulted as needed. The flat was let within a month of our first meeting and I have full confidence in the service moving forward. Would highly recommend.

I'm honestly shocked the reviews arent worse.
We were told at our viewing that the property had no issues. Once we moved in however we discovered mould on most of the soft furnishings, a shoddily "renovated" bathroom (they had just pasted new grout over the old grout, which began falling off), curtain railings covered in filth and haging off the wall, a completely rusted out microwave, black mould in the kitchen cupboards (one of which had collapsed inside) and the oven door hanging off as well as trash from the porevious tennants and workmen completely filling the wrong bins AND windows that were so poorly fitted you could see daylight bettween the window and the frame, TO NAME BUT A FEW faults with the property. The worst of these faults were conveniently omitted from the inventory or described as "poor condition" and not "needs replacing".

We were promised solutions but in our 2 months in the property nothing was repaired satifactorally save the oven which was replaced the day before we handed they keys back (having moved out 2 weeks before) and a curtain rail being reattatched to the wall. They simply didn't care, we managed to get in touch with the landlord directly and they clearly didn't care either.

We got one visit from a general contractor who bless him did the best he could with what he had but an electric drill and some caulk can only fix so much and an oven repair man who took one look at the absolute state of the oven and wondered aloud why they had botherd calling him instead of trying to replace it.
They were "kind" enough to let us out of the contract early (because of the renters rights bill coming in we could just leave early anyway) and waved an early termination fee as a "gesture of goodwill". I would note however that they re-let the property while we were still there, before dealing with any of the significant issues we had (besides the oven).

Now that we are asking for some of our money back (as they admitted they knew about the state of the property and chose not to tell us) and the release of our deposit they've started ignoring our emails, forcing us to threaten to make the statutory declaration through TDS and adding yet another job to the ever increasing list of tasks i am faced with because i had the misfortune to cross paths with prime residential.

I would give zero stars if I could.
TLDR; DO NOT RENT from Prime Residential.
After the initial house viewing, we were pressured into accepting an increase to the advertised rent, and then had no further contact from the lettings agents who ignored our emails and calls. We didn't receive the tenancy agreement for a whole month after agreeing to rent despite multiple chasers - initially, we were told they would send it after works were completed, but two weeks later they changed tack and we were told that we had to pay the deposit and the first month's rent (nearly £3,000!) before even seeing the contract. Needless to say, we pushed back on this, and I'm glad we did because the contract contained several provisions that we categorically had not agreed to e.g. a completely different length of term. We would have pulled out at that point, but they had already had the holding deposit and we were just a week out from the moving date, so were effectively unable to.
At the viewing, we had been told that the property had no issues and that it would be refurbished before we moved in. However, on the day we moved, we discovered that the house in fact had several serious issues that were not apparent on a brief inspection. It was structurally damp and riddled with black mould, the oven door was broken off its hinges, the bathroom door was broken, the CO alarm was missing, the furniture was broken and mouldy (including the mattresses and sofa!), and trash from the last residents were left throughout the house and garden. There was even mice in the kitchen! None of these issues were noted on the inventory report save the oven and the CO alarm, neither of which were fixed during our time there. The inventory report itself deliberately omitted or obscured the issues with the property - the agent took pictures at angles to hide the rubbish, rolled the blinds up the top so the mould wasn't showing, didn't show that the freezer was stacked up on cardboard, didn't note that the handle of the bathroom door was broken off on the floor etc etc. They also didn't take a picture of the gas meter reading - which I can only assume is because the meter was on the kitchen cupboard wall that was sodden with black mould!
We raised a formal complaint on just the second day due to the issues with the property. The initial response was chilling - when I reported the curtains and blinds were thick with mould, I was told we could 'buy our own'. The complaint itself was not even acknowledged until I called to chase two days later. Prime then took a month to respond to the formal complaint, eventually responding past 5pm on the deadline day, and in their response admitted that there had been 'communications failures' on the part of their lettings agents - i.e. we had been lied to by omission. These 'failures' included that we had not been told about the significant issues with the property, which Prime admitted that they were very aware of when renting the property to us. They also explained that there had been pressure to push the property to be let despite these known issues, hence why we had been pressured into a rent increase because of 'significant interest' (that was in fact pressure from an 'external party'). Despite assertions from Prime that they would address the issues, only one contractor visit was arranged during our two months there, and the oven was only fixed on the day we moved out (we moved in December and the oven remained broken over Christmas, so we had to make alternative plans to go and stay with our families. This was seemingly not as urgent for Prine as getting a new oven in for a new set of tenants).
To add insult to injury, when we moved out we were assured that our deposit would be returned in full. However, we are nearly two months on from moving out and we have still not had the deposit returned or a further response to our complaints correspondence. Our emails are simply ignored. I can't imagine what we have done to merit such acrimonious behaviour on the part of Prime from day one, as we have always acted in good faith and have given them more than reasonable time to rectify the issues raised.
The disregard shown by this company has cost us thousands of pounds, untold stress, health issues and three months of significant inconvenience. We were fortunate in that we had the resources to dispute the issues and arrange a move, but I shudder to think what would have happened if a vulnerable family had moved and been stuck there. All I can hope is that prospective tenants read this review and AVOID AT ALL COSTS.

Fantastic service from the Prime Residential team in London!
Have looked after my property for a couple of years now and I see them to be reliable, trustworthy and very personable. Thank you!

Hassle free property management. Luis was helpful from start to finish with our 2 bedroom flat in West London. Would use again.

Met Sarah where she showed me the property, she is very punctual,polite, friendly and answered all my questions I had. She is amazing colleague you have and come across very knowledgeable.

I was extremely impressed with the service I received recently from this company A special mention goes to Georgia, who was absolutely fantastic throughout the whole process.

Nothing was ever too much trouble for her. She was consistently professional, knowledgeable and incredibly helpful, taking the time to explain everything clearly and making sure any questions were answered promptly.

It’s so reassuring to deal with someone who genuinely knows their role inside out and takes pride in delivering such a high standard of service. Georgia is a real asset to the company, and I wouldn’t hesitate to recommend them to others.

Amazing experience with Prime I would highly recommend them! Big thank you to Georgia and Shaun who really helped with the renting process and made being a landlord so much easier

Unfortunately l had a bad experience with a trouble all through the year of renting which ended with over £2000 loss.

Emily assisted with my move and was amazing! She was always on hand to answer any queries making this process so easy. Can’t recommend her enough!

Couldn't recommend the company enough. A special mention to Emily. Emily made the whole process feel seamless and made a daunting experience of moving to a new city exciting!

I’ve had a really positive experience with Prime Residential Manchester since moving into my new apartment a few weeks ago. The whole process has been smooth and professional from start to finish. Ellie, the lettings negotiator, was incredibly helpful during the move-in process — friendly, responsive, and made everything straightforward at what can often be a stressful time.
After having a poor experience with a previous letting agency, I really appreciated that the team took the time to listen to my concerns and experiences, and have clearly made a genuine effort to ensure this move has been a positive one. That level of understanding and reassurance has made a big difference.
Since moving in, April and Dan from the property management team have been excellent at dealing with the initial snagging issues in the apartment. They’ve been very quick to respond and proactive in getting maintenance issues resolved, and all of the contractors they’ve instructed have been professional, skilled, and carried out work to a high standard. Communication throughout has been clear and consistent, which has made the whole process stress-free.
Overall, I’ve found Prime Residential to be professional, approachable, and genuinely supportive, and I wouldn’t hesitate to recommend them to anyone looking to rent.

Had a excellent experience with Shaun, he was polite, friendly, and very efficient. The quality of the service from him was exceptional!

A real delight to work with! Georgia St John Colgan was professional, on time, easy to talk to and deal with. Would highly recommend! Thanks

Whilst i didnt take a propeety in the end,i found Shaun very affable and with good communication skills,he also thought outside the box in order to get me to the front of the queue.The whole team were very helpful.

The service that Shaun give me was clear, polite

Would highly recommend great service with great team Ryan was amazing and moved me quickly into a property.

I've recently moved into my new place with Prime Residential in Manchester and the experience has been great so far. The whole process was smooth, clear and well organised from start to finish.

A special thank you to Ellie, who was absolutely brilliant - friendly, helpful and always quick to respond to any questions. She made the move-in process feel stress-free and really went the extra mile.

I'm very happy with the property and would happily recommend Prime to anyone else looking to move in Manchester!

We rented a house starting on December 20. The property was moldy, and the decorations they had promised were never fixed. On top of that, the dishwasher, washing machine, and oven have all been unusable.

As of this review, 25 days have passed and none of these issues have been resolved. We also cannot reach our agency manager except through Fixflo reporting, which has been very frustrating.

I would not recommend working with this agency.