Charm Living recently took over management of our building from the previous managing agent. I've had several queries along the way and have spoken to Hilary a number of times, who's been extremely he... Leggi di più
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Absolutely dreadful service, they ignore emails and issue invoices for service charges but have not completed any work at our property. Disgusting service all round. would not recommend. We have a col... Leggi di più
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I am in the process of selling my flat. Charm recently took over part of the management. Cassandra has been brilliant. Answered my emails, kept me informed of what was happening and provided essential... Leggi di più
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I needed an asbestos register to install internet in the apartment I recently started renting. Despite considerable workload from only recently taking over management of the property, they were... Leggi di più
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Dettagli dell'azienda
Scritti dall'azienda
A vertically integrated real estate platform — combining acquisition and investment, development management and residential management, powered by data and technology, with residents at the heart of everything we do.
Informazioni di contatto
Regno Unito
- charmliving.co.uk
3,8
Molto buono
26 recensioni
Non risultano inviti alla recensione recenti
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Ha risposto al 83% delle recensioni negative ricevute
Solitamente risponde entro 24 ore
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Great service
Great service, very helpful and quick to respond
10 settembre 2026
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I needed an asbestos register to…
I needed an asbestos register to install internet in the apartment I recently started renting.
Despite considerable workload from only recently taking over management of the property, they were able to provide me the support and assistance I needed. They were quick, efficient, and friendly. They secured me the required documention very quickly considering the circumstances.
I have also requested action be taken about dumping and disorganisation at the communal bins, and they have promised immedate action.
So far, I have no complaints and only good experiences with Charm Living.
9 settembre 2026
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Risposta di Charmliving
Thank you, Dr Kendrick — really pleased the team could turn the asbestos register around quickly for you despite the workload, and glad it's been a good experience so far. We'll make sure the communal bins issue is followed up on promptly too. Best, Charm Living
I have written to Charm Living 3 times…
I have written to Charm Living 3 times over a couple of months asking for a fire risk assessment report without reply.
I have tried phoning but the answerphone message just says to email hell@charmliving
I’m at my wits end and don’t know what to do!
9 settembre 2026
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Risposta di Charmliving
Thank you for your patience, and I'm sorry it took three emails and this review to get the fire risk assessment to you - that's not the standard we hold ourselves to, and I understand the frustration.
I'm glad our property manager has now sent this over, along with an apology for the miscommunication. To stop this happening again, we've recently rolled out a new leaseholder and supplier platform, which will ensure communication chains like this are tracked properly and nothing falls through the cracks going forward.
Thanks again for bearing with us, and please do reach out directly if anything else comes up. Best, Charm Living
Charm Living recently took over…
Charm Living recently took over management of our building from the previous managing agent. I've had several queries along the way and have spoken to Hilary a number of times, who's been extremely helpful throughout. They've also introduced a new leaseholder tool for us to communicate through, which on first impressions looks very promising.
1 settembre 2026
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Risposta di Charmliving
Thank you for the review - we’re really pleased to hear it, and I’ll make sure Hilary sees your comments.
We’re continuing to roll Fixflo out across the portfolio, and there’s more to come on it - as it beds in you should find it easier to raise repairs, track where things are up to and get updates without having to chase.
Thanks again for taking the time to write, and do keep telling us how we’re doing.
Best,
Charm Living
Got there in the end!
After a slow start, Hilary has been really helpful on the phone and helped me sort my issues.
3 settembre 2026
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Risposta di Charmliving
Thanks for your review - sorry it was a slow start, but glad Hilary got you sorted in the end. We'll pass on your kind words to her. Best, Charm Living
Risposta di Charmliving
Sheilly, thank you for leaving a review. We are pleased the team have delivered a great service. Best, Charm Living
Rachael Adeyemo was very helpful.
Rachael Adeyemo was very helpful.
8 settembre 2026
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Risposta di Charmliving
Maria - thank you taking the time to leave a review. We will be sure to pass on your feedback to Rachael. Best, Charm Living
Absolutely dreadful service
Absolutely dreadful service, they ignore emails and issue invoices for service charges but have not completed any work at our property. Disgusting service all round. would not recommend. We have a collapsed roof and ceiling at our property, no lighting and a damaged staircase. We paid thousands of pounds to the managing agents at Warwick Estates before Charm took over. A couple of years later and we are still in the same position. Not good on a health and safety aspect.
8 settembre 2026
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Risposta di Charmliving
Sorry to hear this — please email hello@charmliving.co.uk with your property address so we can look into it straightaway. Best, Charm Living
Very poor start but time will tell…
Charm Living have just taken over as the property management company of the development where my mother owned a flat. Their website mission statement reads “Raising the Standards of Residential Management” with the claim “Residents First, Always”. Very catchy but, in my experience, completely false. I am the Executor of my mother’s estate and have written to the company twice and telephoned them (only to eventually receive an automated response asking me to email them!) to ensure that they are aware that I am the Executor and to request a Sellers Pack as I have a buyer for the flat. A month later and I haven’t had ANY response other than automated emails. There seems no way of contacting them which elicits a response which is absolutely shocking and does not bode well for the future. Charm Living have taken over the portfolio of properties of Pier Management/RG Reversions and are clearly either entirely incompetent, disinterested in providing any type of service to residents or unable to cope with the size of the portfolio.
UPDATE: after sending a very annoyed email I received a helpful response from Cassandra very quickly. I sincerely hope my earlier experience was not typical.
7 settembre 2026
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Risposta di Charmliving
Thank you for taking the time to write this, and I'm sorry for the frustration this has caused you. Getting a management pack turned around quickly matters, particularly when you have a buyer waiting.
We only took over the management of this development in mid-August, and the single email we can trace from you arrived in our inbox today. The earlier date you've referred to pre-dates our handover, so correspondence sent then would have gone to the outgoing managing agent rather than to us. We can't locate anything else at our end, which is why I'd welcome your help.
We will reply to today's email directly. If you can forward the earlier correspondence to hello@charmliving.co.uk, we will look into where it went and make sure nothing else has been missed. We'll also confirm your position as Executor on the account and prioritise the management pack.
Best,
Charm Living
It was good talking to Bronwyn and…
It was good talking to Bronwyn and getting some advice regarding the company management. Thank you Bronwyn.
1 settembre 2026
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Risposta di Charmliving
Thank you for taking the time to leave this review. We're pleased to hear that Bronwyn was able to provide helpful advice regarding your company management - we'll ensure your feedback is passed on to her directly. Should you need any further assistance, please do not hesitate to contact us.
I spoke with a lovely lady the other…
I spoke with a lovely lady the other day over the phone about my mother who is the leaseholder whom I needed some info to help her settle in since the take over and she was so helpful and put my mind at ease that she will be well taken care of thank you Bronwyn so much for all your help kind words and look forward to talking to you again JV
25 agosto 2026
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Risposta di Charmliving
Thank you for such a lovely review. We're delighted to hear Bronwyn was able to help put your mind at ease regarding your mother's settling in following the takeover - providing that reassurance to our leaseholders and their families is exactly what we aim for. We'll be sure to pass on your kind words to her. Please don't hesitate to reach out if you or your mother need anything further. Best, Charm Living
Very happy with service so far
I am in the process of selling my flat. Charm recently took over part of the management. Cassandra has been brilliant. Answered my emails, kept me informed of what was happening and provided essential documents when she said she would. In my experience this is very rare in the property management business so well done Charm living and thank you!
3 settembre 2026
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Risposta di Charmliving
Thanks for taking the time to write this - we are really glad to hear it. Cassandra's been doing a great job, and it's good to know that's coming through, especially at a time like this when you need things to run smoothly.
I'll pass this on to her. Good luck with the sale, and let us know if anything comes up.
Best regards,
Charm Living
Good customer service for tenants
The customer service and accounts team were very responsive and helpful in dealing with my questions about service charges and payment, especially Mishkaat Sulaiman.
28 agosto 2026
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Risposta di Charmliving
Thank you so much for taking the time to share this feedback — it really means a lot to the team. We're delighted to hear that you found our customer service and accounts team responsive and helpful, particularly with your questions about service charges and payment.
I'll be sure to pass your kind words on to Mishkaat directly, as well as to the wider team — it's fantastic to know the support was clear and made a difference for you.
Thank you again for being a Charm Living resident, and please don't hesitate to get in touch if there's ever anything else we can help with.
Best,
Charm Living
Excellent service from Rene.
I contacted Charm living regarding my aunts flat , which is Elizabeth House, Eastwood.
I spoke to a lovely lady called Rene, who was very helpful.
She sent me details on setting up the portal so I could managed the bills and see where the money was being spent.
Thankyou for your help Rene.
Steve.
24 agosto 2026
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Risposta di Charmliving
Hi Steve, thank you so much for taking the time to leave this review. We're really pleased to hear Rene could help get the portal set up so you can keep track of the bills and spend on your aunt's flat at Elizabeth House — we'll be sure to pass on your kind words to her. Thanks again, and don't hesitate to reach out if there's ever anything else we can help with. Best, The Charm Living Team
Shocking
Shocking. I am genuinely convinced this company is a scam, and that the positive reviews are fake.
Charm 'took over' the management of our block of flats in April. To date, there has been zero maintenance carried out. No cleaning, gardening, window cleaning, or any other routine upkeep. Furthermore there are have been concerns raised about the fire safety for example fire doors being broken and a flammable material being spilt in the communal areas. Charm has not even visited the site to remove the previous management company’s contact details from the communal noticeboards.
Despite this, they have issued leaseholders with a biannual service charge bill.
After numerous emails and attempts to get answers, we eventually received a response explaining that Charm apparently did not realise that building maintenance fell within their scope of responsibility. As a result, they have no contracts in place with any maintenance providers. Shocking considering they are the appointed MANAGEMENT company offering MANAGEMENT services...
Naturally, this raised the very obvious question: what exactly are we being charged for, and where is our service charge money going?
We were promised a full breakdown of the costs incurred to date, but despite this, we have heard absolutely nothing further. Attempts to contact Charm are now being met with complete radio silence. They have not given a timeline by which the new contracts will be in place and haven't provided a refund or amended the service charge bill.
The level of incompetence and lack of communication has been extremely concerning. We are being charged for a service that does not appear to be being provided, with no transparency about how our money is being spent and seemingly no one willing to provide a clear explanation. Unfortunately this has let to us seeking legal action against Charm Living.
Reading other negative reviews about charm, this seems to be a reoccurring pattern on other sites 'managed' by charm.
19 agosto 2026
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Risposta di Charmliving
Hi Alexandra,
I'm sorry this has been your experience of us so far - it isn't the standard we set out to provide.
On the service charge: funds are held in a separate client account and are only drawn down against costs actually incurred. Where a service hasn't been provided, the money hasn't been spent, and anything unspent stays yours.
So that we can look into this properly and come back to you with a full breakdown, please email hello@charmliving.co.uk with your property address and reference number. Without those details we can't identify your site, and we would rather get you a proper answer than a general one.
We'll pick this up as soon as we hear from you.
Charm Living
Spoke to Bronwyn regarding change over…
Spoke to Bronwyn regarding change over details from another property team, she was absolutely lovely, very meticulous and put my mind at rest.
Thank you Bronwyn.!!
13 agosto 2026
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Risposta di Charmliving
Thank you so much for taking the time to share this, Michelle. We’re delighted Bronwyn was able to help with your change-over details and put your mind at rest — meticulous, caring service is exactly what we strive for at Charm. We’ll be sure to pass your kind words on to her. Thanks again, and welcome to Charm!
I contacted Charm over the payment…
I contacted Charm over the payment system and was directed to the portal which was easy to use.
10 agosto 2026
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Risposta di Charmliving
Hi Mr Francis, thank you so much for taking the time to leave this feedback. We're really glad the portal made it quick and easy to sort out your payment query. If anything else comes up, our team is always here to help. Thanks again.
Warm regards,
Charm Living Team
I recently contacted Charm about…
I recently contacted Charm about setting up my new account. Renee May really was friendly and responsive. A breath of fresh air!
5 agosto 2026
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Risposta di Charmliving
Thank you so much for taking the time to share this! We’re delighted that Renee made setting up your new account such a smooth and welcoming experience — she’s a real asset to the team, and we’ll be sure to pass your kind words on to her. Welcome to Charm, and please don’t hesitate to reach out if there’s ever anything we can help with.
— The Charm Living Team
Good communication , polite and efficient
Charm recently took over managing my block and i have found them to be very efficient.
They inherited several problems from the previous Agents and have resolved them all with easy communications.
The sub-contractors they use are also very good and thorough and do an excellent job.
22 luglio 2026
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Risposta di Charmliving
Thank you so much for taking the time to leave this review. We're really pleased to hear the transition has gone smoothly and that our team's communication has made a difference in resolving the issues left by the previous agents. It's also great to know our contractors have been living up to the standard we expect from them. We continue to hire and implement our systems, which we hope will make our service even better. We'll be sure to pass your kind words on to the whole team. Thanks again for your support as we've settled in as your managing agents.
Warm regards,
Charm Living
Non-Compliance and Complete Lack of Communication
There has been no communication from this company since 28 May 2026, despite the issues having been raised more than six months earlier.
A Letter Before Action was issued following numerous instances of non-compliance with the Section Notices that had previously been served. As no satisfactory response or remedial action has been provided, I am now in the process of raising legal proceedings.
I had hoped the matter could be resolved through communication, but unfortunately that has not been the case.
28 maggio 2026
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Risposta di Charmliving
Dear Mr Robinson,
Thank you for taking the time to leave your review, and we are genuinely sorry to read of your experience. We appreciate how frustrating the delays and the gaps in communication have been, and we apologise that the level of contact you have received has not met the standard you are entitled to expect.
By way of context, Charm Living was appointed as managing agent of the building only recently, after the service charge budget and demands now in dispute had been prepared and issued by the previous managing agent. The financial records and supporting information needed to answer your questions in full were not transferred to us at handover, and this has significantly limited how quickly and how fully we have been able to respond. We recognise, however, that this context does not excuse the lack of communication you have experienced, and for that we apologise.
We would like to reassure you that the matter is now being actively progressed:
A dedicated Service Manager has taken ownership of your case and will remain your single point of contact.
We have written to you directly setting out our understanding of each of the outstanding issues you have raised.
We have written formally to the previous managing agent requiring them to provide the outstanding documentation and confirmations and to close out the matters raised, and we will continue to pursue this until it is resolved.
No late payment fees, interest or other charges will be applied to the disputed balance while these matters remain under review.
Charm Living
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