21st Oct 2026 (6 days ago)
Extremely disappointing experience with Prime Residential.<br><br>From the day we moved in, we experienced maintenance issues, including a leak that was never properly resolved. To their credit, Prime Residential arranged for contractors to attend on several occasions, but despite these visits, the leak continued.<br><br>What was particularly disappointing was the complete lack of communication as the situation deteriorated. Over the course of several months, we repeatedly contacted the agent about the leak, providing opportunities for the issue to be addressed. Our emails were eventually ignored, despite the problem visibly getting worse.<br><br>I have attached photos showing the kitchen ceiling progressively deteriorating over this period, culminating in its eventual collapse. This was not a sudden, unforeseeable incident after a minor issue; it followed months of an unresolved leak and repeated attempts to get the agent to take the situation seriously. My pregnant wife and one-year-old daughter narrowly avoided injury when the ceiling collapsed. It was an extremely frightening experience that should never have reached that point.<br><br>The lack of communication and handling of these maintenance issues were subsequently referred to the Property Redress Scheme, which awarded us £500 in compensation.<br><br>The entire tenancy was plagued by maintenance problems. I acknowledge that a letting agent cannot necessarily control every property issue, but they are responsible for how they communicate with tenants, follow up on contractor visits and manage ongoing problems. In our experience, this was extremely disappointing.<br><br>Unfortunately, things did not improve when we moved out. I requested that the deposit return process be initiated, but my requests were not acted upon, leaving me to discover that I could initiate the process myself through TDS.<br><br>We then faced further frustration when the checkout report raised issues that were already present at the start of our tenancy. Some items alleged to have been left behind by us were clearly visible in the original check-in inventory, raising serious concerns about whether the report had been properly reviewed before these claims were made.<br><br>After approximately three months, the agent eventually proposed a £50 cleaning deduction, a stark contrast to the broader claims initially raised. This followed considerable delays and the effort we had to make ourselves to progress the return of our deposit. The matter has been referred to TDS.<br><br>Overall, the repeated communication failures, poor management and unnecessary stress throughout our tenancy and after moving out have been extremely disappointing. Tenants should not have to repeatedly chase an agent over serious maintenance concerns or take it upon themselves to get their own deposit return process moving.<br><br>Based on our experience, I would not recommend Prime Residential.... Read more