Manager response

Thank you for sharing your feedback, JGibson. We’re sorry to hear that your experience hasn’t met expectations, and we appreciate you taking the time to provide your opinion. We aim to offer thoughtfully designed homes that balance practicality with modern living. While built-in wardrobes are intended to maximize storage, we understand that personal preferences vary. Regarding the paint and maintenance concerns, we encourage tenants to report any issues via the correct channels as can be found in your resident handbook, and not to the construction team, so we can address them promptly. We recognize that the garden drainage and communal spaces are important aspects of the living experience, and we are reviewing these points. We strive to provide a fair and transparent selection process when allocating homes, and we regret that you felt misled about available options. If there was any miscommunication, we sincerely apologise and ask that you email us further details so that we can look into this. If there are outstanding maintenance requests, we welcome further communication to ensure they are resolved efficiently. Our goal is to provide a well-managed, comfortable living experience, and your feedback is valuable in helping us improve.

Manager response

Thank you for your feedback, Chris. We appreciate your perspective and are always looking for ways to improve the living experience for our residents. We strive to provide well-maintained homes in a quiet and accessible neighbourhood, and we’re glad you’ve noticed the upkeep of the streets and the fresh, modern interiors. We have reviewed the renty cap policy and have communicated this to yourselves. We are actively engaging with residents through regular drop-in sessions, where concerns and suggestions are heard and addressed. We regret any maintenance issues you’ve encountered, particularly regarding the back garden doors and window installations. We encourage tenants to report such matters promptly, so they can be resolved as quickly as possible. Your feedback helps us refine our approach and ensure a better experience for everyone. We understand that aspects like assigned parking and clearer public transport routes would enhance convenience, and we appreciate this perspective. Our aim is to maintain a fair and transparent approach to tenancy agreements while fostering long-term relationships with our residents, as has been done recently. If there are any ongoing concerns, we welcome further discussion through our drop-in sessions or direct communication with our management team. Thank you again for sharing your thoughts.

Manager response

We’re pleased to hear that your move-in experience started positively and that you felt welcomed by the neighbourhood. However, we’re very sorry to learn about the issues you encountered with the ensuite and other aspects of the property. Our aim is to deliver well-maintained, high-quality homes, and we regret that your experience has fallen short of that. At the time of your message, we do not have any open maintenance requests for your home. If you are still experiencing problems—such as drainage, pest concerns, or any unresolved repairs—we strongly encourage you to contact our maintenance team directly so we can address them as a priority. In terms of rent increases, we completely understand that affordability is a growing concern for many households. Our rent review process is based on market conditions, inflation, and our responsibility to maintain the homes and neighbourhoods we manage. That said, we also know that any increase—particularly in the current climate—can be difficult, and we’re sorry that this has caused such stress. We also want to be clear that we never want residents to feel pressured or unheard. While not all rent decisions can be negotiated, we do aim to approach conversations with transparency and respect, and we’re reviewing how we can communicate more clearly and compassionately with residents going forward. Placefirst remains committed to building and sustaining communities where people feel secure and supported. We acknowledge that we have work to do to rebuild trust, and feedback like yours helps us reflect on where we must improve. If you’re willing, we would welcome the opportunity to speak with you directly to better understand your experience and how we might help. Please contact our Resident Services Team at complaints@placefirst.co.uk if you're open to a conversation.

Manager response

We appreciate your feedback and want to address a few key points. Rent increases have been capped at 6% following engagement with residents, ensuring fairness while allowing for necessary adjustments. While some reports referenced larger increases, these were limited to a few unique cases where rent had remained significantly below market levels. Regarding maintenance concerns, we acknowledge that improvements are needed, and we are working to ensure communal spaces receive appropriate attention. We have reviewed maintenance logs and have not found issues that were ongoing for months, so please email us directly with the issues that were not addressed properly. Pest control is handled by the council, and antisocial behavior is a police matter—we provide CCTV coverage to deter incidents and support investigations when needed. Deposit returns are processed through the Deposit Protection Scheme (DPS) to guarantee fairness, with all charges reviewed in accordance with legal guidelines. No excessive charges are applied arbitrarily. While we recognise that renting can come with frustrations, we remain committed to constructive engagement through regular resident meetings and encourage tenants to raise concerns directly. If you have ongoing issues please drop management an email.

Manager response

Hi Vivian, Thank you for your feedback! We're so glad you enjoy the design, location, and quick support. We appreciate your comments about the painting and ventilation and will work to improve these areas. If you ever need assistance, we're always here to help! Best regards,