Catalyst Housing Limited Reviews 265

I am a leaseholder and staircased on my shared ownership property from 50% to 75% which completed in March this year. Since then, I have emailed and called to ask that my rent is reduced to reflect the fact I now own a greater share. To date I have not received the promised confirmation and a change of direct debit amount. The old higher rent amount was taken from my bank account and I have now had to cancel the direct debit as you haven’t responded to emails, phone calls or complaint. I am not happy with the service I am receiving. There is a general lack of care for customers, lack of knowledge of required processes and a lack of attention to detail. It’s not right during this cost of living crisis where everyone is watching their outgoings that you are taking more money than is required. Worst housing association I’ve ever dealt with.

Complaint Reference - 202911

Moved into the property last August after a month of trying to get the keys. Were told that they had done a snagging list but we made our own and only 1 out of the 6 issues were resolved by catalyst then ghosted till now. Made countless calls where the operator supposedly 'reported' my concerns however no action is taken. When they say they "will call you back and your place in the queue won't be lost...." THEY WONT CALL YOU BACK!!!! been redirected to the London office multiple times when I've called the Oxford one. After requesting a cupboard door be placed instead of just having a gap for a dishwasher, they tell us we need to pay for it ourselves although all of our neighbours have had theirs added for free. Been waiting a long time to get permission to add electrics to the shed, being told that a form will be sent by email to request for alterations be done to the house and they never got in contact. Totally totally regret purchasing a shared ownership with catalyst. DONT DO IT! They might as well be on scum landlords on the TV with how rubbish they are with dealing with complaints. Charging the service fee for communal areas is a con as there are weeds and dead grass outside our parking spaces. I am beyond angry.

I’ve had extreme damp in the flat and last year I reported the issue. The surveyor came out and I heard nothing for months. I chased it up and they sent an electrician round who said he couldn’t fix the fan which was not powerful hence the damp. They sent another electrician who asked me what is he supposed to be fixing there is nothing wrong with the fan. I explained he neeeded to replace the fan which he confirmed by a phone call to his colleague before he completed the job. However, the damp is spreading all over the bathroom and the job is not complete black mould everywhere is the bathroom and corner of my child’s room. I told catalyst I have a newborn it’s not healthy as she has health needs and they still haven’t come out. My baby is five months now. Disgusting service. I called several times at the end of the year and also this year the surveyor is supposed to contact me and hasn’t yet done so.

EDIT: upon seeing the reply from “Tamera” I have not received any form? Proves my point and the other 81% of bad reviews about this sham organisation!

So this is my third review on Trust pilot re Catalyst Housing Association.
This matter is causing me considerable stress now & as I am already suffering from certain disabilities this is really not helping!

So 30th March my first review on Trustpilot. 31st March response from Catalyst advising I will be contacted by Catalyst 'today'. No such luck.

3rd May my second review on Trust pilot as a consequence of no response as advised. 4th May response from Catalyst advising they have escalated my complaint to the Manager and Customer Resolution Lead. Will be in contact with you within 24 hours. No such luck now one week later.
As it is impossible to deal with the company by phone I am now on this review hereby officially issuing a SAR request with immediate effect.
Furthermore I would by return also request details of the Ombudsmen in relation to Catalyst Housing matters, as I now find I have no choice but to take the matter further.

Finally it obviously doesn't seem to bother the company that 81% of their reviews on Trustpilot are bad and they'd like to improve this statistic in any way!

this is my second review on here i do feel like i need another little rant so my son has asked for a fob key for the car park which is below the flats 4 times we have had to call when promised that we get a call back managed to get it sorted last week the man we spoke to seemed like a nice man we paid £50 for it he said he would drop it here today he didnt turn so we called again to say he hasnt dropped off he said he had forgotten i will bring it thursday we offerd to pick it up but for some they dont want us to do that but we really need this key for the car park just seems its hardwork and we have to keep chasing after them to get it when its a simple thing. cus at last im getting my heating fixed after 3 years and the people need to use the car park or they wont do it so i will be putting another review on there hopefully its to say we got the fob key if not im going to put the mans name on here which i dont really want to do but i just dont want other people getting messed about for a situation that should and could be sorted very easliy

My situation with Catalyst Housing is ongoing. Catalyst continues to win tenders to deliver services in the city of Oxford at least two of which being for service delivery to the community on an estate that, as well as the provision of housing, responsibility is for managing a community space, ‘The Barn’ for social activity.

As someone offering a service for the ‘Community’, thus considered a ‘Community group’, I hired the venue and facilities from the organisation. Invoices were irregular and one day out of the blue Catalyst Housing accused me of owing an amount supplying figures to match that impracticably, would be 3 years non-payment and threatening court action. Records and receipts I held proved the demand was totally unfounded which Catalyst accepted. I learned Catalyst had not recorded some payments and dates of use on a Catalyst Spreadsheet were grossly exaggerated therefore inaccurate to the point it was identified Catalyst were overpaid thus owed me money. Catalyst admitted financial error, apologised advising if I found any further discrepancies forward the information and they would "reconcile" their figures. I did and they did more than once and each time making the end result "0" balance in their favour.
I also discovered that out of the six of us hiring the same facilities I was charged double that of the others. I requested an explanation as to why it was I was charged ‘double’ and was given a number of reasons none of which were ethically acceptable. So, I put in writing "I am a black woman of a certain age" and I wish to know why I was charged double that of others hiring the same facilities? The eventual response I received in writing was they had a right to "choose". This is all on record and Catalyst, without hesitation, gave the same response to my MP Anneliese Dodds and the Local City Council as their ‘partners’ which was accepted by both – apparently not the jurisdiction of either to challenge. Their advice was advised to go to CAB, seek legal support with a view to taking legal action.

It seems Housing Associations as Social Landlords are being awarded tenders worth huge amounts of money for the building and rejuvenation of housing estates including community and social areas. However, where is the regulation of such a service? Those ‘customers/hirers’ of Community/Social areas at present can be treated unfairly and money illegally taken from them and retained without there being any recourse to justice. Catalyst no longer respond to me. I have contacted senior and Board members for support to no avail. The Housing Federation and Housing Ombudsman also say it’s outside jurisdiction. Catalyst ‘arrogantly’ instructed a firm to send me a letter demanding that I stop contacting them or any other agency connected to them. I informed the legal firm, copying in the Local Council, that I have everything on record and asked what exactly was the issue as my inference was that the letter was a 'Cease and Desist' and asking was it? No further action. Nobody should experience what I have been subjected to or anything similar. As long as government departments continue to unreservedly award money to organisations such as Catalyst without regulation or redress insitu then it’s the public that suffer and will continue to do so. Unethical and how is it legal?

Catalyst Housing is the managing agent for my property. My flat has flooded three times with other peoples human waste due to Catalyst Housing's unwillingness to fix the shared waste water stake of my block of flats. Despite numerous calls and complaints, I have not received a reply or any meaningful action

However, Catalyst Housing has been quite happy for their parking management company to charge me £300 to park in my own spaces and swiftly reply to inform me they will not provide any assistance in resolving the matter

I was able to get help with my querie quickly and effecently.

After 5 months of waiting, 2 futile visits from the 'electrician' and countless broken promises from Catalyst, my electrical switch remains inoperative.
I suppose I should feel pleased that I've finally been offered a visit from their 'maintenance surveyor' - it's about time! (if it actually happens).
As I said before, I'm not holding my breath, otherwise I'd be as dead as the switch!

My complaint in Catalyst alleyway rubbish has been going on since 3rdFebruary.This has been reported to five different people,two people have taken photos,nothing been done.Gardeners came round last Friday and residents watched if went to alleys.He didn’t inspect,a resident at no15 went and said to him are you doing alleyways,his reply was he would look.We watched him walk to alleys,look and in two minutes came back to van and drove off.This has been filmed and scrutinised by several residents,ie no 15,19,20.21,22.The most unprofessional company ever and the lies they tell are unbelievable.

Enquiry rer 3989683

Complaint ref 200939

Shocking customer service. Been in a shared ownership place with them for 5 years. Found a discrepancy (overcharge) in my service charges in oct which I raised with them, they were charging us for personal water use even tho we pay it already to switch2 (a company they've contracted to collect payment) catalyst service charge team agreed it was a mistake (no apology though) all was made out to he resolved till I received my service charges for this year and theyve done it again.

I've emailed god knows how many times, made 2 complaints, called and got through to service charges successfully once to be told it'll be resolved and guess what... it still hasn't, nor has anyone contacted me or replied to my emails. You are literally stealing my money and ghosting me in the process.

The funniest part is - they blame this lack of communication on 1 member of staff being off for a few months. If theyre off, set an away message on there emails, get their emails forwarded on or get someone else to pick up their workload? Absolute shambles.

I will be informing switch2 that you have their money for water. Maybe you will reply to their emails.

Update: So shortly after leaving this review, they got in touch, said everything was sorted, id get my money back etc. A month later, still no refund, still being overcharged, still ignoring my emails. Liars

Update: still not sorted, still not received a refund, even after the complaints department got involved - promised me an update, and nothing. Forced to cancel all direct debits to them and pay manually in order to get my money back.

Further update: still not received refund. Was contacted by a area manager who seemed to have sorted it, but he has since completely been unresponsive to emails. Still no refund or amendment letter. Seriously awful customer service. I will never have a direct debit set up with them ever again, because they cannot be trust. Will be making a further complaint.

If I could give less than 1 star I would!
I have been waiting since November for a surveyor to come and sort out the ILLEGAL amount of insulation in my loft that is causing damp and mould. I’ve heard nothing.
I put a complaint in on the 20th January ( reference 201379) to which I’ve still received no answer. I got the housing ombudsman involved and they still haven’t answered!
I called 2 days ago it took 2 hours to get through and was left on hold by a rude employee for over 30 minutes so I had to hang up!
I have never known such a disgraceful company. You want to raise our rent and service charge by an extortionate amount next month which I for one won’t be paying as you’ve caused so much extra expense over the winter with having to use more gas to keep my child warm.
SORT IT OUT!
EDIT
1 week after being told I’d get a call within 24 hours, I’m STILL WAITING!
Wonder how long it will take to get a call as I’m now going to withhold my rent payment.

Update
nobody contacted me like they said they would on here. phoned catalyst again to get me the date the job will be done and they tell me they dont have the contractors number! makes no sense if you do business with contractors how can you not have the company contractors number?! she said she emailed them but no reply. i asked her the name of the contractors coz she said they are new and there company name Armina. so i found the contrator on facebook and google business page there was a number to call! so i called them and he asked me give my details and he get back to me shortly. he phoned and told me that catylst hadnt put the job though to him nor sent a message like they told me they had done!
ive got only till next week! to get the fence done they promised me it would be all done so i could get my dog from the rescue.

i dont think they care about my dog and dont care if i die i dont want to lose my dog when they promised me the fence would be fixed in time i might as well be dead if that happens maybe thats what they want

have left me feeling more depressed like i might as well be dead
I contacted Catalyst about my garden fence panels that had come down and needed to be repaired an engineer came to look at the fence and take pics. i explained to him and catalyst that i was getting my dog from dog rescue adoption and that the dog cant come here until the fence has been fixed, so the engineer said he would put the job through straight away to be done for me. which was on the 14th February . i even received a text from catalyst saying that the man was coming to repair the fence on the 14th between 8am till 11:00pm!

the guy never showed up to fix the fence i phoned catalyst housing and talked to a lady named Angela who was nice and helpful i had previously talk to her before so she knew how it important it was for me to get the fence fix . she talked to the contractors while i was on hold then she told me they left her to give the bad news that the guy called in sick that why he never came here. they didn't even let me know that! so then she rearranged the date with the contractors and i said to her im worried and getting depressed and suicidal that they will not turn up again. and she said that the contractors said that they will put it as a job for any of there guys to do so if the guy calls in sick another will come and do the job. she explained to them that it was important job to get done coz of the dog adoption she said they wont mess me around and the job will be done this time. this was Monday 21st feb. then after all that the man didnt show up again to do the job! by this time i was more depressed not wanting to lose my dog . i called cataylst again and a guy called the contractors and was told the man was sick is why he never turned up (even though they had said they would put any man on the job) then was told that they would come and do the job the next day the repairs team said fingers crossed the fence be fixed by tomorrow! but yet again the man never turned up! back on the phone to cataylst. then later that day a man came here said he was sent to look at the fence? he was friendly when i explained how depressed i am about this being promised and lied to is not good for my mental health as i have suffered from depression and self harm suicidal the only thing that make me happy is the dog. he said to me its a job thats gonna take half a day so he cant do it now coz it was almost 4pm. he said he gonna go phone his supervisor and tell him everything and get the job sorted straight away for me then he said they will call cataylst and give them the repair date to call me and that cataylst will call me at the end of the day with the date they coming to fix the fence.

i waited for call from catalyst but nothing so next day i called catalyst and she put me on hold while she called the contractors. then told me that cataylst contractors have given the job to another contractor and that its not the catalyst contractors doing it now but another. which i dont really understand that she didnt explain why. she told me they was gonna call me that day to tell me when they are coming to fix the fence. but no one called. i called back catalyst it was long wait so i request a call back but nobody called. now i feel even more depressed

I contacted Catalyst about my garden fence panels that had come down and needed to be repaired an engineer came to look at the fence and take pics. i explained to him and catalyst that i was getting my dog from dog rescue adoption and that the dog cant come here until the fence has been fixed, so the engineer said he would put the job through straight away to be done for me. which was on the 14th February . i even received a text from catalyst saying that the man was coming to repair the fence on the 14th between 8am till 11:00pm!

the guy never showed up to fix the fence i phoned catalyst housing and talked to a lady named Angela who was nice and helpful i had previously talk to her before so she knew how it important it was for me to get the fence fix . she talked to the contractors while i was on hold then she told me they left her to give the bad news that the guy called in sick that why he never came here. they didn't even let me know that! so then she rearranged the date with the contractors and i said to her im worried and getting depressed and suicidal that they will not turn up again. and she said that the contractors said that they will put it as a job for any of there guys to do so if the guy calls in sick another will come and do the job. she explained to them that it was important job to get done coz of the dog adoption she said they wont mess me around and the job will be done this time. this was Monday 21st feb. then after all that the man didnt show up again to do the job! by this time i was more depressed not wanting to lose my dog . i called cataylst again and a guy called the contractors and was told the man was sick is why he never turned up (even though they had said they would put any man on the job) then was told that they would come and do the job the next day the repairs team said fingers crossed the fence be fixed by tomorrow! but yet again the man never turned up! back on the phone to cataylst. then later that day a man came here said he was sent to look at the fence? he was friendly when i explained how depressed i am about this being promised and lied to is not good for my mental health as i have suffered from depression and self harm suicidal the only thing that make me happy is the dog. he said to me its a job thats gonna take half a day so he cant do it now coz it was almost 4pm. he said he gonna go phone his supervisor and tell him everything and get the job sorted straight away for me then he said they will call cataylst and give them the repair date to call me and that cataylst will call me at the end of the day with the date they coming to fix the fence.

i waited for call from catalyst but nothing so next day i called catalyst and she put me on hold while she called the contractors. then told me that cataylst contractors have given the job to another contractor and that its not the catalyst contractors doing it now but another. which i dont really understand that she didnt explain why. she told me they was gonna call me that day to tell me when they are coming to fix the fence. but no one called. i called back catalyst it was long wait so i request a call back but nobody called. now i feel even more depressed i dont want to lose my dog when they promised me the fence would be fixed in time i might as well be dead if that happens maybe thats what they want

Reply from Catalyst Housing Limited
Updated 44 minutes ago
Hello Viv,

Thank you for your review,

I am so sorry to hear of the issues you have faced with our repairs service. We would like the chance to look into this for you and get your fence repaired so you don't lose your dog.

Thank you for providing us your details. I have forwarded your review to our Customer Resolution Team, they will be in contact with you within 24hrs to discuss.

Again, please do accept our apologies and we look forward to resolving this for you.

Kind Regards
Tamara

Apologies for the inconvenience caused,

Kind Regards,

Tamara

Update
ive got only till next week! to get the fence done they promised me it would be all done three times before next week

Dreadful service. Ive been trying to report mould and damp since November, nothing has happened. Visits haven’t happened, never get call backs, staff are amazingly rude. Even when your complaint is escalated the Customer Service team, they don't get back to you!!! Avoid Catalyst at all costs.

Where do I start. Damp mould no heating. If I had known it was Catalyst as my landlord I would of not exchange. 6 years of nothing but broken promises and trouble. First year I moved in no heating no hot water. Managed to get me hot water but still no proper heating.
Damp in my dining room fro floor to ceiling. Took the plaster off replastered Damp came back through. 2019 took plaster off again been left like that since.

Was on the phone for ovr an hour yesterday trying to get hold of someone put through to 3 different people. The last one did not even pick up their phones. Hung up phoned again another 30 mins to get to someone. After 3 phone calls so far in February still no luck in getting the the building surveyor to come and sort the problem out. Every time they promised someone would call me back.

Robert Heath can not sort my heating out until they get the ok from Catalyst. So this is the 6th year without proper heating. Think I have 2 radiators that get warm out of 8.
I wish I could move but I would not want to put these problems on others.

I took Catalyst to court and won a judgement against them fat lot of good that was. More broken promises even after a judge ruled in my favour.

Reply from Catalyst Housing Limited

Updated a day ago
Hello Angii,

I'm sorry to hear about your experience of Catalyst. I understand you are experiencing damp/mould issues and poor heating, so I have requested your maintenance surveyor to contact you immediately. I've also logged your review as a complaint with our Customer Resolution Team.

Please expect to hear from us within 24 hours. We appreciate your patience as we work to resolve this matter.

Kind Regards
Tamara

When is immediatly to you as I have waited long enough. Every winter no heating. I bet the staff go home to warm houses at night yet I sit here with duvet blankets jumpers socks..

Still a horrible experience.

It's now been 6 months since I started the remortgage and transfer of equity process. It is almost impossible to speak to someone that can actually help you. Six months. That is utterly ridiculous. Catalyst have already made us miss one mortgage offer expiration, and it looks like they're about to do it again.

Fortunately, they seem to have sped up the queue times when you call, but that doesn't really matter if the people you actually need to speak to don't bother actioning the call back requests that customer services raise with them.

It's been this way for the 6 months I've spent trying to deal with them, and probably way before then. Either these people don't do any work, or their workload is way too high. If that's the case, and it's been this way for half a year, maybe Catalyst should seriously consider hiring some more people.

I've left a review against this sham company on here in the past, and I was told that I'd hear from someone about my complaint within 48 hours. Unsurprisingly, I received no correspondence from them. In fact I've been told this multiple times for the various complaints I've raised. Just last Tuesday (8/2/22), I was told I would hear from the complaints team within 24 hours. No call. I rang on the Friday following and was told someone specific from the complaints team would call me after 3pm. No call.

I have very little confidence this review will lead to any action from Catalyst, in fact I'm almost certain it won't even be read.

This company does not care about its customers. All they care about is getting your money, and possibly also driving you insane with the worst customer service possible.

Extortionate prices for such a disgusting service

I lodged a complaint (Complaint ref: 200 416:) with customer service in November 2021. This related to clear health and safety breaches in our communal area (fire hazards), and ongoing anti social behaviour which was affecting all residents. They ignored my complaint continuously and finally acknowledged (after I gave a bad Google review) me in January, offering an apology and a small compensation amount for goodwill. This compensation was never paid to me despite them asking for my bank details, which leads me to believe they simply promised this to pacify my complaint with the hope id forget about it.

I am now going directly to the Property Ombudsman as this is ridicuous and I'm frankly amazed at how substandard their customer care team are. Catalyst are not fit to be a Housing Association and looking at the reviews they clearly need to be reviewed by a professional organisation or regulator.

Catalyst, as a matter of principle I will not be dropping this until I obtain a satisfactory resolution. Ignoring me and hoping that I'll get tired of following up my complaint will not work im afraid...