Catalyst Housing Limited Reviews 265

We have been trying to sell our flat for well over a year and have lost previous buyers due to delay in the process that Catalyst have caused. Our solicitors have been trying to get a reply since October 2022, and I have also been chasing CHG for it - no reply came. They promised to get back to me, but two weeks and three additional calls later - no reply.

They state that they need at least 12 working days to reply to solicitors' query and 12 more working days to any subsequent queries (which usually are needed). But even then they miss their own deadlines.

Very disapointed and frustrated. Will go to ombudsman if queries are not resolved by the end of this week.

We've been left without hot water Since December, it is the middle of January now. Reported the need for a boiler repair multiple times, through their online ticketing system and over the phone, but we've been left hanging with no information and transferred from person to person - some of them just hanging up on us after we've waited for hours to speak to them.

Currently we have to heat water with saucepans on the hob to take a shower, which is not energy efficient at all and costing a fortune. Not to mention it's difficult to carry a big saucepan between rooms for us.

Update: 02/03/23 Still no hot water, just empty promises of call backs, waiting for hours on the phone for days. I imagine the council will have to investigate why the issue hasn't been resolved for months.

Update: 20/03/23 A Peabody Complaints Resolution Case Manager has responded to our complaint and has started the process of restoring hot water to our property by arranging for an engineer to come, the first appointment was missed but the visit did occur the following day, 16/03, and the engineer noted that the boiler needs replacing. We are presently waiting for the approval for a new boiler.

I have just been to view a property managed by these complete armatures I officially won the property through the points bidding system 27 weeks ago yes you read that right "27weeks" I turn up to find the that there maintenance team thought it perfectly acceptable to leave the toilet door in the hall way cracks in the ceiling plaster mould in coners of rooms fresh mastic in the kitchen had gaps in it now I appreciate that property's are unfurnished but they are taking the piddle I would of had to spend at least 3grand extra "I already have furniture" to get it upto a livable standard and they have the audacity to ask for a service charge on top of the rent jokers AVOID!!!! At all cost if you can the stories on here are true

They never fix anything. They fob me off with appointments they don’t keep and they do not return my calls or provide status updates
I have to refer to the Housing Ombudsman to get anything done. I fail to see what their contractors are doing all day as they aren’t carrying out repairs for anyone according to these reviews. The whole enterprise needs a serious overhaul
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Poor service. Impossible to speak to anyone. Incompetent staff. Simple requests ignored. Takes months for them to act on complaints or admin.

I have been at the same property for over 20 years. I understand the tenancy agreement stayed broken boiler incidents to be answer within 24/48hours. If not possible, electric heaters must be provided. I reported boiler malfunction A YEAR AGO! Finally, broke down Tuesday evening. Got given an appointment for Saturday. Temperature in London over night -5C. I asked to be taken as urgent. Repairs Team dismissed me and transferred me to a manager, phone went on but no response.

Trying to report damp in your bedroom is impossible to this lot. As soon as anyone answers answers the phone and you tell them you have damp in your property they hang up this is not good for my health or mental disabilities

I have tried all day from 10am till now 7pm to get through to their emergency number for repairs I’ve left call backs and filled in 2 forms online I’m freezing have no hot water or heating and a disabled son
They answered my calls twice took my details and then went to transfer me and cut me off absolutely disgusting service

Catalyst have no vested interest in assisting buyers and sellers with their properties.
They are impossible to contact, slow beyond comprehension to respond or provide basic information
Absolutely awful

Spoke to Sharine. The most helpful anyone has been at catalyst. Great member of staff. Thank you for all your help today.

Treble customer service, and repair services, I've had damp all over my flat for the last 8 years, I've had 8 people come and take photographs of the problem, reports written, I've even been to a solicitor, who as written to them, but still nothing has been done, This is a health hazard.
Recently my water heater stopped working, it's now been a week and a half that I've not had any hot water, this still has t been repaired,which completely goes against the law, under section 11 of the landlord and tenants act of 1985. I find this all unacceptable to say the least, I personally wouldn't give them one star, but unfortunately it won't let you do that. But believe me they take their rent money every month,

Does nothing ever change with Catalyst?
Had a repair booked in for this afternoon. Surprise, surprise. Despite being reassured by the company Catalyst use for repairs that " yes, someone was definitely coming", nobody turned up and neither did they bother to let me know.

Wasted a whole afternoon for nothing. Will be pursuing this Monday morning

Response from trust pilot:

“ Please accept our sincere apologies for the poor service you received from our customer resolution team. I have escalated this to management to look into. You will hear back from us within two working days.”

6 days later nothing..

I can confirm the only way to get anything from catalyst will be through the ombudsman.

I am making my complaint to the housing ombudsman today.

The stress this has caused me and lost work hours is unbelievable. Have to leave a review to get any response and even that looks automated!

I have never received any response back. This is the case every time I contact Catalyst. I then turn enquiries to complaints and I get response.

What a useless housing association this lot are. They very rarely answer their telephones, and when you do speak to them, they fob you off. Repairs that are actually carried out are often "bodged" because of information sent to their repair teams. One repair for one of my neighbours has been ongoing for about three months and it is getting worse. We are now in the process of escalating the complaint and we will see how that goes.

I am a lawyer by profession and I don't really post comments but how
Catalyst Housing is providing service is outrageous if not illegal!

I have just examined an apartment in Dixon Way London where the lady who lives there had a leak for 2 months from the apartment above (the kitchen and bathroom were destroyed), the owner above does not want to fix the cause of the leak and Catalyst Housing has ignoring the situation, electrical cables and lighting is full of water, when the light comes on, you can hear a short circuit from several places

We are in the process of selling our house, the only thing we are waiting for now is the FME1 replies from catalyst homeownership, I have chased this along with my solicitor and we are still awaiting a response, we could potentially lose the new house. It is very stressful and would just like a timeframe of when this will be done.

Unprofessional, rude and never accountable for their mistakes. We are trying to buy a house with the shared ownership scheme. One part is owned by catalyst. Everything has been completed apart from their enquiries that they have not answered for 3 months. Constant calls, no answer and straight to voicemail. This is the last step but they are holding it up for both parties due to their unprofessional and laziness qualities. They are never accountable for what they are doing, it always seems to be someone else's fault. We have phoned, emailed and still no response. We have had to extend our mortgage offer due to this disgrace.

I live in a building managed by Catalyst and I’m selling my Flat. My solicitors have requested a management pack over a month and a half ago and have not only not received it, but have had NO RESPONSE from anyone and now, we’re at a point where everything, even the lease, has been accepted we are literally just waiting for Catalyst and it’s holding up the sale of my property.

Atrociously unprofessional.

I’d avoid getting a property with this awful company.

Completely awful ! I have lived here for 2 years and the comments i am reading are all the same as i have been suffering. No one gets back to emails and we are left to our own devices. we pay £150 a month service charge, its disgusting. Ive complained numerous times but doesn't make a difference. Awful experience for purchasing our own home and will never use catalyst again!!! Constantly chasing things like cleaning and gardening , i waste half my time emailing and it so time consuming!!!