Lambert Smith Hampton Residential レビュー 

Phil Rabone dealt with my query in a timely and
Professional way. All on email

So I was having problems with my LSHR online account that I reported to the property manager , and it has been quickly resolved by Phil Rabone so I can access my accounts now. It is great to see my statements online again. Many thanks!

Had an issue trying to log into my LSH account. Emailed LSH and Phil Rabone sorted out the problem for me. Very pleased.

Asked for proof of expenditure that I was required to send to DWP. It was provided by return.
What more can I say. Thanks for the service.

I was having trouble registering an account and Phil Rabone sorted this out promptly. I was very pleased indeed.

Phil Rabone responded reasonably quickly to my request for my online portal login and set it up with clear instructions.

My review was posted yesterday and I have now been asked to provide further details because its authenticity has apparently been questioned.

Let me be absolutely clear: my review is genuine, honest, and based entirely on my personal experience as a leaseholder in a property managed by Lambert Smith Hampton Residential (LSH). My comments reflect several years of dealing with the issues described in my review, and I stand by every word of my account.

If LSH disputes the authenticity of my experience or wishes to understand why I gave this review, I suggest they speak to the employees who have dealt with me/ us (the other block leaseholders) including Louise, Colin, Ellie and Sarah, as well as David previously. They are in a position to understand the history of my concerns and the reasons behind my review.

I will not withdraw or change an honest review simply because it is negative. I have a right to express my opinion about the service I have received, just as any other customer or leaseholder does.

Ultimately, I have provided an honest account of my own experience. I leave it to Trustpilot to assess the information fairly and objectively. My review is genuine, and I stand by it.

Although I have some problems with the overall company and some of its practices, such as threatening/aggressive sounding letters, or proper substrate not put down when roadworks were being done in the development- (no doubt for costcutting etc.), I have spoken with some really lovely customer service representatives over the years.
Most notably this morning, Sophie Drury at the Hull office was incredibly helpful in sorting out a complicated and confusing situation regarding payment of a service charge.
As with almost every corporation or business, the serious deficiencies of the predatory and vicious managerial class is massively remedied by the lovely people working 'on the shop floor' so to speak.
Many thanks to Sophie and the other customer service representatives at LSH residential.

Dealing with LSH has been one of the worst experiences of my life. In my experience, promises were repeatedly broken while they demanded tens of thousands of pounds from us. Their decisions could have left us homeless and penniless, and they showed no concern about that.

I’m a leaseholder and bought my flat with an agreed annual service charge of £4,000. On the day I moved in, LSH raised it to £12,000.

For context, our building is tiny, 7 apartments. No concierge, no garden, no community space or anything to warrant a £4k service charge. Let alone a £12k service charge.

The stated reason was roof works, but they provided no supplier quote or evidence of any kind. Certain it was a figure they just decided internally.

I hired an independent surveyor, who confirmed that no roof works were needed. Leaseholders have the legal right to reject unreasonable service charges for specific undertakings, so I did, and sent LSH the surveyor’s report.

They ignored the report whilst starting to add large admin fees in the meantime.

Now, prior to this, three years earlier, roof works on a different, separate section of the building had cost the seven leaseholders £150,000. LSH would not accept anything less. Then, the works caused severe leaks, and one neighbour’s flat was effectively flooded. Our independent surveyor found the work was not compliant with legal standard.

Until the end, LSH refused to address the leak situation, simply ignoring our emails. Instead they focussed on the other section of the roof without leaks, that needed no work, and wanted £252,000 from us collectively to do it.

Throughout the entire process our contacts at LSH, have been rude, dismissive, untruthful and above all unprofessional. A literal response when we shared pictures of the roof leaks, caused by there supplier, "This is not a disaster".

We eventually won the Right to Manage and thought our problems were over. They weren’t. LSH has repeatedly missed handover deadlines, haven't provided the insurance details for the roof works or our building or our reserve funds. Until they do, I have serious doubts about whether that money and that insurance exist.

Without the Right to Manage, I would be paying £12,000 a year in service charges, with roof works that would likely cause more leaks. Whilst ignoring the current leaks caused by there supplier. I would strongly advise anyone to avoid this company, and to question whether the positive reviews are authentic.

I received a demand for payment five months after purchasing the property, even though it had taken eight months for the company to send me a welcome letter. When the letter finally arrived, the details registered for me were incorrect.
Trying to resolve anything has been frustrating and drawn out. Contacting the company is difficult, including because the mailbox was full. After receiving the demand, I paid the amount requested. I then asked whether I could pay monthly in advance in future, but was rudely told that I couldn’t be considered until a bill had been issued. The explanation was unhelpful, and I had to ask to speak to a manager before I could find out what criteria determine whether monthly payments are allowed.
I felt talked over and not listened to, and it took far too much effort to get a clear answer. The customer-facing staff in the credit control department would benefit from customer service training.

One of the worst property management companies we have ever dealt with. Serious safety concerns, bullying behaviour, excessive financial demands and a complete lack of accountability.

Our experience has been disgraceful. For years, leaseholders have faced unresolved water ingress, serious building defects, financial concerns and what we consider an aggressive and intimidating approach to property management.

FOUR YEARS OF IGNORED LEAKS AND SAFETY HAZARDS

Since 2020, we repeatedly reported roof leaks, with water entering the building whenever it rained. Water eventually reached areas containing electrical installations, creating serious safety concerns. Lights and radiators had to be removed, yet the problems remained unresolved for approximately four years.

Leaseholders eventually paid £150,000 for roof repairs, which we understood should carry a 20-year guarantee.

Shockingly, within months, the same area began leaking again. This was reported in October 2025. As of October 2026, a full year later, we are STILL waiting for a meaningful response or resolution.

A FURTHER £300,000 DEMANDED

Despite the original leak remaining unresolved, the company demanded approximately £300,000 for another section of the roof, which, to our knowledge, was unaffected.

Rather than addressing the outstanding defects, the company pursued further payments through legal channels. We found this intimidating and unreasonable after already paying £150,000 for repairs that failed to resolve the problem.

NO FINANCIAL TRANSPARENCY

Our sinking fund contributions have increased without satisfactory supporting invoices or clear explanations of expenditure.

Leaseholders are expected to pay substantial sums yet struggle to obtain basic financial documentation or accountability.

CONTRACTORS INSTRUCTED NOT TO COMMUNICATE

We were informed that surveyors and contractors had been instructed not to communicate directly with leaseholders.

This prevented us from obtaining proper visibility of the works being undertaken on our own building, despite funding them.

A COMPLAINTS PROCEDURE THAT ACHIEVES NOTHING

The company advertises a formal complaints procedure, yet in our experience, complaints are simply ignored.

We repeatedly raised legitimate concerns through the appropriate channels, only to receive silence and no meaningful resolution.

What is the point of a complaints department if complaints are not acknowledged, investigated or resolved?

The entire experience feels like bullying. Leaseholders are aggressively pursued for payment, yet when we request explanations, documentation or repairs, we are ignored.

RUDE, AGGRESSIVE AND UNRESPONSIVE

Emails go unanswered, telephone calls are ignored, and communication, when it occurs, is frequently rude, dismissive and aggressive.

No leaseholder should have to chase a managing agent over active leaks, electrical hazards, insurance documentation or substantial amounts of their own money.

OBSTRUCTIVE HANDOVER TO NEW MANAGEMENT

We have now appointed another property management company.

However, we are still awaiting the transfer of our reserve funds, building insurance documentation and details of the insurance or guarantee covering the £150,000 roof repairs.

These are essential matters that should be addressed promptly during a management handover.

MANAGEMENT ACCOUNTABILITY

The management personnel involved during our experience included:

• Louise – Regional Head, London
• Colin – Regional Director
• Ellie – Property Manager
• Sarah – Property Manager
• David – Property Manager

We believe the management team should be held accountable for the handling of these longstanding concerns.

FINAL VERDICT

We have endured years of water ingress, safety concerns, unanswered complaints and financial demands totalling hundreds of thousands of pounds.

In our experience, this company has demonstrated an appalling lack of professionalism, transparency, accountability and respect for leaseholders.

I strongly advise any leaseholder, residents’ association or property owner considering this company to exercise extreme caution.

A managing agent should protect leaseholders’ interests, not leave them feeling powerless, ignored and intimidated.

Absolutely disgraceful.

Kirsty is efficient and extremely professional. She has handled every query I have had and I would strongly recommend her.

Niaomi was so helpful in resolving my query. Fantastic service! Thank you.

Connie has gone above and beyond for the willow building.
She is always doing things she isn’t required to do to just make everyone live more comfortably.
Setting up so many opportunities for tenants to meet each other with events and parties.
It is an absolute blast to have coffee with her in the mornings!

Disappointing management handover – funds and insurance documents still outstanding

We are the incoming managing agent for a residential building previously managed by Lambert Smith Hampton Residential (LSH).

The management handover took place on 11 October 2026. LSH had provided a written handover schedule setting out when financial information, client funds and other essential documents would be transferred.

Unfortunately, our experience has been disappointing.

As of 19 October 2026, eight days after the management transfer, we have still received no service charge or reserve funds whatsoever. This is despite LSH's own handover schedule providing for an initial transfer of uncommitted funds on the acquisition date.

We have also repeatedly requested the current building insurance policy, schedule and insurer/broker contact details. These were expressly listed as Stage 1 documents in LSH's handover schedule, yet we have not received them.

Instead, we have been advised to contact the freeholder directly, while also being told that LSH cannot provide us with the freeholder's contact details.

We have received some handover documentation, but important financial information remains outstanding, including confirmation of the current funds held, arrears and creditors.

We raised a formal complaint with LSH on 12 October. The complaint has been acknowledged, with a response promised by 5 November. However, the operational issues remain unresolved.

We appreciate that a final financial reconciliation can take time. Nevertheless, taking over management of a building without receiving any of its service charge funds or essential insurance information creates significant practical difficulties.

We hope LSH will resolve these matters promptly. Based on our experience to date, we are disappointed with the handling of this management handover and the failure to meet the timetable LSH provided.

This review reflects our experience and the position as at 19 October 2026.

Credit control team helpful, responsive and efficient. I spoke to Sophie Drury who was excellent

Avoid at all costs if you can..

(Also, check out their other TrustPilot account with all the negative reviews ).

AVOID if you can

I have had the misfortune of dealing with these cowboys for a few years as they manage a leasehold property I own.

Much like many of the other replies , they charge exorbitant fees for everything, management costs increased by 50%, a management pack costs £600 and as for customer service, well I can only presume they subcontract Ryanair to teach their staff how to deal with issues and deliver customer service as they are both on a par with each other in being incompetent and useless.

Please never get involved with these guys in any form in anything you do or it could be a huge mistake.

I’ve always had a great experience dealing with Kirsty Hamer. She responds to emails really quickly and always makes sure my questions are resolved promptly. Great customer service and genuinely refreshing to experience.

We are currently moving house and our sale property is subject to a Freehold Management Company (LSH). Kirsty Hamer has been fabulous in helping us with the documentation we have needed for the sale. She is thorough in her responses, clear and always goes above and beyond to help us. Thank you Kirsty - We really appreciate your help.

Today I spoke with Sophie Drury to pay my bill, it was a bad line due to the area where I live, however, Sophie was very patient, and very helpful. Sophie felt with all my enquiries and overall was so polite and very professional.
Sophie your a credit to the company, thank you so much for your patience and understanding.