KINGSTON PROPERTY SERVICES LIMITED Avis 

Pleasant young man answered the phone. He was polite and patiently dealt with my query. Resolved having first explained what was required. I made positive comment about his approach as my dealings with KPS has been less than helpful and often felt confrontational. Very different this time.

Polite and efficient - quick to answer the phone.

Initially I was really disappointed with KPS as they refused to check water ingress into my apartment without a photo to prove the problem, however Helen managed to download an app to enable the opening and show the problem, so this was appreciated.

My reported fault was acted upon very quickly. Staff member was friendly and helpful.

Paying approximately £500 to cut the grass for 20-30 minutes a time. That's all Kingston want to do. They're not interested in anything else on the estate. As an estate, we're being ripped off.

Top tip: Proactive communication isn't hard. This applies both to residents you're inconveniencing and the unresponsive contractors you hire. You're not meeting the job's requirements, and you won't even share the contractor's identity so we can address the issue ourselves.

Judith who handled my call was polite and professional. She dealt with my query and gave me additional information that was helpful.

Friendly and helpful staff who were immediately able to identify the problem and resolve it immediately whilst I was on the phone. They also checked that I had received the e-mail to access my account and ensured that I was aware that I could contact them again if I had any further problems,

Had a few issues with apartment block I sent email to Kingston services and email was responded too very quickly and sort my issue out

On 25th April I sent an email of complaint to Kingston Property Services regarding the neglected state of the gardens around our apartment block. The other residents and I pay a substantial sum annually for the maintenance of the gardens and it was seven weeks since any work had been done. The grass on the lawns was long and straggly, hedges were untidy, borders cluttered with lots of debris and weeds and raised beds with dying spent plants. The general appearance was in marked contrast to the well-kept and colourful gardens in the rest of the estate.
I received a reply on 1st May from Helen saying that my message had been forwarded to the relevant department. The following afternoon she rang me to say that, after liaising with the property manager and the landscape gardeners, they would be calling that day and on subsequent days to attend. In fact they had already arrived and spent longer than usual in an effort to improve the general appearance
It would seem that my complaint was taken seriously and there has been a satisfactory response, but the garden should not have been allowed to reach such a state of neglect. Thanks to Helen for keeping me informed.

Edit 9th June
4 months in, we are no closer to getting repairs done to our roof. The damage to the internal of my flat has been quoted at ~£8000. 2 months ago it was ~£4000. That doesn’t even take into consideration any damage in the loft space, and it’s impossible to do any of it until the roof is repaired.

Kingston have been less than useful, they made it more difficult to get repairs done. I’ve tried to find a builder to do the work myself (this will cost me personally tens of thousands of pounds), but everyone I’ve spoken to says they are not willing to do work if Kingston are involved. Meanwhile we’re still paying them over £5000 a year to manage our property.

Edit 24th May
Having reported a leaking roof on 9th February, today I am still desperately in need of help. I am terrified that I will loose my home because the water damage is getting worse every day. I’ve received next to no assistance from them, everyone just passes the responsibility onto someone else.

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I’ve started a formal complaint procedure with this company as they have failed to organise urgent repairs needed at my property. There has been rain pouring down my wall for almost 11 weeks and I know that the damage is getting worse all the time. Since I made a formal complaint, Kingston have stopped replying to my emails. Maybe that’s a coincidence, maybe they are just too busy dealing with all their other complaints…

I haven’t been able to find a law firm who are willing to take KPS on. I didn’t have a choice in using this property management service. I inherited them from the previous owner of my flat. Unfortunately it is nearly impossible to switch providers. If you are at the stage of deciding whether to use them or not, choose NO.

If you are with them, you do need to keep paying service fees no matter how bad the service is. I am doing this, because I know that if I stop they will use that as an excuse not to engage with me.

I’m going to do my best to continue to share my experience publicly, because I know there are many people in similar situations and it is very hard to navigate the systems.

Spoke with Helen who was very polite and helpful when ordering a replacement fob which was in stock and will be delivered asap

Helen listened carefully, took my query seriously and forwarded it on to the relevant department. Additional star dependent on feedback/outcome of query from Kingston.

good to be not kept on hold, Helen was friendly and efficient, didn't take long to complete my transaction

A positive and prompt response from Helen,followed up the next day with the information requested about late billing of service charges.
Thank you
David(Hartford Hall)

Good customer service 👍

Made a call to make a payment on my account. Spoke to Helen in customer services who was very friendly and polite. The whole process was swift with no issues. Great service.

Charging me for work that was carried out b4 I moved in . Terrible service

Kingston property services Ltd are dishonest. They break direct debit contracts where they should give 10 working days notice before taking extra money out after 2023 payments had been paid in full then change figures constantly in there favour !Even when 2024 service charges have been printed they try taking over the top !!!!

The person I spoke to was very helpful and polite with my queries I had regarding an online account