"How Low Can They Go?"

I've been a tenant of Flagship/New Tides since they took over Suffolk Heritage (the good old days) around fifteen years ago. Their attitude and service to their tenants deteriorated swiftly from then on. This is now almost perfectly described in these one star ratings, so I won't catalogue the entire history of neglect and disrespect I've personally received as I don't have the time or strength anymore.
I will say that this slippery slope of decline is, in my opinion, not just incompetence but also intentional to maximise profits and keep tenants in their non-demanding place.
I now, as intended, dread contacting them, so I won't report repairs unless I really have to and never complain.
I'm disabled and must try to avoid any upset, but often in the last few years, when I've needed to contact them I got just that. I was treated to an unhelpful attitude, mixed with condescending lies, victim-blaming (it was my fault they got hacked and messed up my rent payments etc.) Plus sometimes shocking abuse (Gasway and Jodie The Pig) if I dare to even mildly criticise their rudely unprofessional conduct.
So I'm forced to express my disappointment, frustration and disgust here instead, but I hope it helps others in the same position, or those who can still choose not to rent or buy from them.

Dear Martin,
thank you for your usual pat PR response, no doubt aimed at damage control on Trustpilot, and not genuine concern for the aggrieved.
Flagship have also asked for all my details to identify me, so they can apparently investigate my complaints and maybe learn from their mistakes, which I very much doubt. So I think it prudent to decline as I'm sure it won't help me at best, and I prefer to remain anonymous for now.
I'm sorry it's come to this, but I can no longer trust Flagship to have any concern for my welfare, and now find it hard to believe they would even try responding honourably or effectively to aid a poor wronged tenant.
Bunny xx

"Doesn’t care about health and safety!"

Moved into a shared ownsership property in June. Constant issues, first of all was handed over 2 sets of keys, said the 3rd set would be posted but never were. Chased it to be told they have lost them.

Had 2 leaks same place which took weeks to be sorted.

Sink had been busted since the beginning constantly having to chase raised this when I moved in June still not been fixed

Main issue is the front garden there has been this awful metal fencing which has just been abandoned in my front garden to separate my house and the ditch which finally got removed today as looked awful to them be told that that’s it they will not be doing anything else and they will not pay to have a proper fence to be put up. So on my property now right next to a school is an open ditch and have no idea with regards to the safety of anyone: I am heavily pregnant and people walk past this ditch every day. So who is liable when someone falls down?

Sick and tired of chasing them was so excited buying my home lovely area etc but wow I wish flagship homes would sort this out.

Am unfortunately now having to get legal advise as the service is shocking have asked to speak to a manager or anyone who will help me get this resolved but no one comes back to me!

I wish I could attach photos for you all to see this absolute joke!

"I have lived in my house for 3 years…"

I have lived in my house for 3 years and since we moved in has been nothing but problems with repairs we keep phoning and reporting them we have had plumbers for plastering and vice versa the amount of times we have had photos takeing is getting benond the joke I ask to speak to a manger but get told we will get a call back the tradesman that do get sent don't do a good job and leave the mess for you to clean up my new carpet is ruined I have a bad damp problem that is now causing health issues with my family and they know this my heating dose not work and to top today off they have took skirting off in my living room to wear you can see brick work and is freezing I have two 4 year olds and someone with not great health the only calls you ever get back is if you owe them a bit of money but are happy to take full rent from you and leave you in a s..t hole

"No to samphire homes"

I have been with samphire homes for over a year and a half which are part off flagship home but just changed there name.my biggest regret in life is moving to the town I am in and into a samphire home property.I have had nothing but trouble from the neighbours which is down to one neighbour.I did try and resolve this matter many months ago with the housing officer but it was like they were against myself and too scared off the other tennets to resolve any issues which has resorted to the fact of myself living in my property 24/7 and too scared to leave my property incase someone says something to my face or I bump into the neighbour who started all this in the first place.which is not good for my mental health or well being.I have even had to go on the housing register to bid for other property due to all off this even after spending over £1000 on my dream flat so having to down grand to another area which I should not have to do all because samphire homes do not care about the welfare off Thier tennets or what impact all off this has on other people's lives.in the 18 years off being a social Tennant I have never had problems with my housing association or they have never had problems with myself.I have never been issued with a warning or anti social behaviour.i am a very quiet older lady who likes the peace and quiet and have always been a good tennet but samphire homes have made my life a living hell because they can not do there job properly or do not care about Thier tennets or what Thier tennets are going through in life.no words can justify how I feel the way they have treated myself or the lack off surport they have gave me.I am like a prisoner in my own home and I have now resorted in taking matters further.the only people to understand how I'm living is the GP and local council.so my advice to anyone who becomes a tenant off flagship group is maybe look for another housing association as I would not want anyone to go through what I have to go through on a daily basis

"A Never-Ending Saga of Misery"

The balcony on my flat has been leaking for five years, maybe longer. I've lost count at this point. The customer service from Flagship (now Victory) has been appalling throughout. They never call you back. They don't come when they say they're going to come. They don't send the right people. You have to chase them constantly. My balcony furniture has been ruined by the standing water. I've had to replace a mattress because of the leaking through the roof below the balcony. I've got to the point where just thinking about having to contact them again makes me want to cry. It's like a war of attrition that you, as the tenant, will never win. When you do call them, they can't transfer calls to someone else because the system doesn't allow it. You can't email a manager, or talk to one, because they can't give out email addresses or phone numbers. You've got no recourse, no agency, no control, no information. My complaint has been with the Learning & Resolution Team for a few months, but even they don't reply to emails. If I didn't pay my rent, they'd be on me like flies on the proverbial. In fact, I was in arrears for a week last year, and the housing officer called me, asking when I was going to pay my rent. My experience is that they just do not care about their customers. Don't care about your living standards. Don't care about your wellbeing. Don't care about the distress and stress they cause you. Only care about whether you've paid the rent. I used to work for Flagship a few years ago, and the standards have just plummeted. It's like watching a good friend have a breakdown. And having one yourself because of the way they are treating you, like you're not a person at all. I can genuinely say I hate living here, despise them as a landlord, and wish I could afford to move. And don't bother replying, "Martin", because vacuous platitudes like "sorry you're having such a bad experience" are meaningless. You're not sorry. If you were sorry, you'd fix the problem.

"One Star to munch"

One Star to munch . been waiting 7 week for a safety check eclecticn .was due to come yesterday .waited in all arfter noon they didn't come . spent over a hour trying to talk to some one. A wast of time. That new wep site a wast of time can not get to talk to no one. Spent another hour this morning still no reply 3 hours ago. I will loos my exchange at this rate. Would never rent from flagship ship again.from day one the house manager at bury at Edmunds office . So rured never come out to sort things out. The larst 2 years been a night near. Want to make s complaint . nothing would be done. It's all about moving not the tenant at all. Please don't ask to ring that number. Wait of time. For my local office have go frew all that when you ring up.

"Get fobbed off - utterly shameful"

Get fobbed off.

Since Flagship took over from Victory Housing. Getting hold of someone relevant is near to impossible. You get passed from department to department. We have an ongoing issue with our concrete guttering which means we have a damp problem. Which has made the wood panelling and artex come off in the hallway. At first they weren’t going to do the work. They then sent a manager out who then agreed to the work. Several months later they are now saying he shouldn’t have agreed to do the work!

Honestly I think it’s Groundhog Day for them as the celebrate April the 1st every time because they treat you like a fool!!

Never had any issues with Victory Housing - as for the contractors they use (RFT - Right First Time) should rename it to Not-Right Fortieth Time)

It appears even if both my wife and I work, just because we live in social housing they treat you with utter contempt.

"Always helpful and friendly"

I needed a few cupboard door handles repaired and my front door needed repairing, the man who came out was lovely and spent a couple of hours fixing everything. I have a leak out the front door which someone is coming to look at next week. The repair team of flagship are generally helpful they've always came out and sorted out my problems and they are always polite and friendly to. Not all people take the time to write a review when flagship come out and fix a problem but they are quick enough to write a review when flagship haven't. I think flagship are brilliant.

"Do not rent from flagship if you can…"

Do not rent from flagship if you can help it. Your got poor customer services, poor service and unqualified gardeners. I moved in to a property which had underfloor heating. When I signed my tenancy I was not told it was decommissioned. I the property has slade flooring (always cold). This had made my disability worse. Flagship has made not effort in resolving this. Only way they would help is they would allow council to pay for it. I now work for nhs so unable to get anything from council and typical flagship they ignore complaints. I'm now having to take this further with other means.

"Extremely poor levels of service."

Customer care, tenant wellbeing, Tennant welfare is dire!!
Staff need training on how to conduct themselves dealing with their tenants.
Communication is non existent if you're lucky to get a reply you're only fobbed off or you're just mainly ignored.