Quintain Living - Ferrum Avis 

Friendly Service

Julia and Sahil was very helpful and gave great assistance in our tenency check and rent agreement.

Thanks a lot both of you

Rodrigues from the residents team helped sort my issue right away. He was professional and friendly dealing with the case.

I have had a great experience with Julia Whyte, she walked through the entire process and was available for assistance at any time even during the weekend that was critical and time-sensitive for me to move in through a very frustrating payment technicality with the bank, Julia came through and delivered a professional and great service which I really appreciate. Fawaz and Richard welcomed me when first arrived to the hub and helped through the viewing and referencing approvals, they have great.

Upon checkin there was already a long wait. They are clearly understaffed and the residents manager was so rude (probably from overworking). There’s no introduction or any guidance they just handed me the key and said “you can go now”. I feel so mistreated even though I’m paying over 2k a month to live here. (Ferrum House)

It took me less than 3 days to get everything, including referencing, sorted out with Quintain. I'd like to thank Mohammed, Ibrahim and Cynthia who were all incredibly helpful and really speed with their responses. I'm moving from Ireland so their customer service skills and just general friendly tone put me at ease when I'm dealing with a stressful situation. Great staff!

I have decided to leave a review here out of sheer frustration at the lack of a support channel for residents that allows for direct and honest communication about the poor service and recurring problems and lack of coherence in Quintain's management, particularly in Ferrum. For over a month, I have been trying to get someone from the company to respond to my email to arrange a repair in my apartment. They leave you with no options or alternatives for finding support.

The rules of residents are sometimes ridiculous but poorly implemented. To the point where team members allegedly enable private parties for some residents, against the general rules.

They have even disabled my entry key for almost 48 hours due to technical errors, leaving me without access to my apartment, and the response took more than a day to be resolved.

Security is very vulnerable and depends on the good will and joint vigilance of the residents, who take care of each other. Quintain seems to enable apartments for short-term rentals (for example, when there are events at Wembley), which does not contribute to greater security.

Living in one of Quintain's properties is an exhausting experience that I do not suggest or recommend. The poor support and inefficiency of their resident support channels are among the worst and most expensive services I have interacted with, and border on disrespect.

Overcharge and try to charge for every little things

I’ve been with Quintain for 2 years in Ferrum and about to go into my third year and I’m very disappointed. Month by month, the standard and quality of service has gone down. Internet goes down every other day. There is the smell of drugs on numerous floors. The bin chute has never worked. The parcel room is chaos. Despite paying £50 a month in pet rent, pets have been banned from most of the building, and the dog run is never cleaned so I don’t go in there. Trying to get through to anyone to speak to is near impossible. I’d love to be able to leave early due to the service decline and personal circumstances, but I’d have to pay around £5,000 as a penalty. Therefore I’m trapped. Quintain sells a dream but delivers a nightmare. Would not recommend to anyone.

It was one of the worst experiences we've ever had in our lives. Where do I start! We made an appointment to see an apartment in the Ferrum building on Wednesday, April 3 at 9.30 through the Quintain Living website. We arrived at the appointed day and time and were greeted by Matt Olsen, one of the leasing associates. He showed us different apartment options for a while and we finally agreed on Ferrum 437. Since someone already lived in the apartment, he showed us around 2 different apartments in the Ferrum building, which had similar features but were smaller in size. He also showed the gym, communal areas and parking area.

He then sent us the floor plan and photos of Ferrumn 437 via email and told us that if we approve, we should upload the necessary documents and pay the reservation fee. We approved and started the process. We uploaded all our necessary documents to the system and paid the reservation fee. On the same day, he sent the following e-mail;

"Thank you for your reservation payment on 437 Ferrum. Your apartment is now off the market. Congratulations :)
Your move-in date is 09/05/2024."

Since our move-in date was May 9, in order not to be late, we sent a notice to the landlord of the apartment we were currently living in, informing him that we would be moving out on May 9, and we agreed to vacate the house on that date. So far everything has been perfect.

However, today we received a call from another leasing associate, Soultana Dini, saying that someone else had reserved the apartment through the website 2 days before us and therefore they could not rent it to us. This is actually quite an unprofessional approach. After uploading all the documents required to rent the house and making the reservation payment, we receive an e-mail stating that the rental has been approved, and then they say that we cannot rent the house to you, as if we were playing a game. Who will cover our losses now? How can I find an apartment that meets our needs within 1 month, when we have informed our landlord that we will be moving out of the house we are currently living in?

Please do not be fooled by their advertisements and think ten times if you are thinking of renting a house!!!

It's very expensive, I think, in my opinion to expensive.

LUXURY PRICES ≠ LUXURY SERVICES

Do you know the feeling when you go to an expensive restaurant and you’d expect an awesome service, food, surroundings and the satisfaction? Renting with QL is like that except you’ll not get anything you were promised, charged extra for whatever they feel like, and treated with the worst customer service — all while you are paying top £££, of course.

Few examples to maintain a reasonably short read:
- The Envac trash chute: doesn’t really work
- Mail room: parcels missing, not in the right place, messy. Prepare to spend over 20 minutes each visit to search for your parcel. 📦
- Utilities: prepare to pay the same/more even when you’re not using the power because they make numbers up 🙃
- Bogus fines: they will fine you for anything. So, be cautious when you are walking around the building for which you pay over £2300/month, or you will be fined for breathing…
- Card fees!! Even if you pay 6 months rent in advance via links that their staff sent to you, they will still charge you 3% (non-direct debit) card fee, due to ‘administrative cost’.

Let’s just say it’s like going to a 5 stars restaurant and they give you spoiled salmon on a toilet seat and the bill is £700, but once you paid it, you will get slapped with a non direct debit card fee, because that’s normal.

We've completed our our two-year tenancy agreement in Ferrum and vacated the premises on March 13th. However, we were charged by Quintain Living for the full month's rent on March 1st despite not occupying the flat for the entire month. It has now been over a month since we did the payment, and we are still awaiting a refund of more than £1500. This situation is completely unacceptable. The only point of contact available to us is email, and the responses we receive are either delayed or dismissive with generic replies. Even though the flat is nice, the stress induced by the lack of transparency regarding utility bills and payments is not worth it.

Quintain Living is an exceptional place to live in, especially if you like working from home or are a young family. I really really enjoy their common spaces and the interiors of our apartments. It's cosy and homely unlike the usual crampy apartments of London.

Beautiful apartments but the customer service has gone so downhill. They also profit so much off of bills, it is now more expensive to pay for bills here than to pay the suppliers directly. They told us on move in that we would benefit from them paying wholesale prices, but they’ve slowly increased the markup to hugely exceed market rate. Even the standing charges are crazy, they also said it would be an annual review, but price increases come randomly. Don’t forget that they have all of the heating and hot water centralised, so it costs them next to nothing!