"Utility bill scam, unsafe, and terrible service "

This was my first experience living in London and I couldn't be more unsatisfied with Quintain Living. The whole rental experience from the start feels like a scam. I moved into London as an expat and this was my first experience living abroad. When I got here, the realtor agent that showed me the Quintain flat seemed particularly inclined to have me choose this option considering some of the company-specific "discounts'' it offered. Since I didn’t know any better at the time, I ended up going with Quintain and now I only wish I had someone else to warn me about them earlier.

Safety - The concierge is constantly distracted and does not pay attention to who's coming in and out of the building. There are multiple tailgaters coming into the building and with news about people getting stabbed to death in the Olympic Way, I find it ridiculous how relaxed the residents team is with respect to security.

Billing - Quintain takes care of all of the utility billing for their residents. They take care of measuring our electricity, heating, and water usage and billing us at the end of each month. Some might think that this is a "convenience", because they don't have to deal with some of these service providers directly, but in fact, this just means that Quintain can charge whatever they want from you.

With electricity, the bills seem like they come with random values. For months that I was traveling, completely away from home, they still charged me as if I was using the flat normally for the entire month. They often like to deflect the blame of these mischarges from themselves by explaining how they do "quarterly reconciliations" of our usage, when in reality, these overcharges have nothing to do with reconciliations. I've asked them to share with me the daily usage breakdowns of my usage and I can see that they charge me ~6kWh/day for days when I'm traveling and everything in my flat is turned off (except for the refrigerator)!!

I've been complaining about this inconsistent electricity billing for more than a year now and they never do anything about it. They always mention how they're getting in touch with the third-party provider to investigate further, then close the case that I opened with the residents team, and hope that I forget about the issue in the next weeks.

I've talked with a number of different residents about this and there are at least 30+ residents in similar situations. However, there seems to be a clear pattern where most of them just don't have the time or patience to keep complaining, and the ones that do, just get ignored for years until they eventually move out.

Cost effectiveness - The prices are ludicrously expensive for a Zone 4 flat (1 beds going for £2.1k+). If you work in central London, then you're better off just renting an apartment in Zone 2 for the same prices Quintain charges. If you work around Zone 4, then there are plenty of cheaper and better options in nearby counties. If you also account for the fact that Quintain will overcharge you ~£100-£150 per month in utilities, you can easily find better apartments in Zone 2 for cheaper!

To add to all of this ridiculousness, Quintain likes to brag about how energy effective their apartments are, even when they charge you random values for consumption and have a terrible energy rate at 42.5p/kWh (friends of ours in Zone 2 pay ~29p/kWh).

Service - If Quintain needs money from you, you can be assured that they'll charge you immediately. If Quintain happens to owe you money, then good luck getting anywhere near that money for the next few months. Friends of mine that have lived here and since moved out were overcharged 2 weeks of rent for the month that they moved out and have been waiting for more than 5 weeks to get their money back with Quintain constantly ignoring their emails. Our experience has been similar with the utilities bill, where they don't seem to take any accountability or action when it comes to returning money to residents that have been unrightfully charged.

"Things I Like:"

Things I Like:

New Apartment: The apartment is new and well-maintained, which is a big plus. It's also pet-friendly, which is important to me.

Maintenance Service: The maintenance service here is excellent. Whenever I needed assistance, whether it was fixing the washing machine or changing the door battery, they were prompt and efficient.

Community Events: Participating in the events organized by the community (when I manage to sign up due to demand or app errors) has been enjoyable and a great way to connect with neighbors.

Well-Kept Common Areas: The common areas are well-designed and convenient to use. They are always clean and well-maintained by the staff.

Responsive Resident Team: Yusuf and Malia, has been friendly, responsive and helpful whenever I've reached out to them. Their dedication to resolving issues promptly is admirable. (I cannot say the same of the third party service providers)

Perks and Discounts: I appreciate the perks and discounts provided by QL with local restaurants and shops. It adds value to the living experience.



Things I Don't Like:


Technical Issues: The occasional downtime of the tag management system has caused inconveniences, such as waiting for hours to get a temporary tag for access.

Service Quality Decline: Since third-party concierge services were introduced, there has been a noticeable decline in service quality and reliability compared to when it was managed by the resident team.

Utility Bill Inconsistencies: Inconsistencies in utility bills, overcharging, and the need to request bill revisions monthly create anxiety due to unpredictable expenses, especially when dealing with significant amounts. The lack of transparency in meter readings exacerbates this situation.

Security Concerns: Another concerning incident was when three individuals in maintenance attire attempted to enter my apartment. Fortunately, I was home and had the chain secured. When questioned, they stated it was the "wrong apartment," but if the chain hadn't been in place, they would have entered without authorization or prior communication.

Community Safety: Recent incidents like bike thefts from storage areas and unauthorized individuals entering buildings without repercussions contribute to a sense of insecurity.

Access and Amenities: Limited access to certain areas during events and the need to navigate long routes due to security measures can be inconvenient, especially when parking is involved.

Community Environment: The visible increase in crime and drug-related activities in the vicinity over the past few years is concerning and impacts overall livability.

Lack of Extra Key: Despite paying a substantial rent, not having the option for an extra key is inconvenient

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Overall:
If it weren't for a good offer promoted by the resident team and, of course, for all the support they provide, I wouldn't be living here anymore. The rent increase was significant. But thanks to the resident team, I was able to continue living here, and I am grateful to them, especially to Malia and Yusuf. I don't have words to express my gratitude to you both.

Malia, thank you for tolerating me and assisting me every time with my energy bill discussions. Thank you for your patience and professionalism in handling the issues I've raised.

Yusuf, thank you for helping me day-to-day with doubts, specifically in the renewal process and negotiation. Thank you for calming me down and making it possible for me to continue living in my place. Also, thank you for the gym improvements and introduction of physical activities with partner companies; it makes a big difference.


Despite these challenges, the supportive resident team, modern apartment structure, pet-friendly environment, and the community I've built relationships with are reasons why I continue to reside here (2y and counting). Again, a special thanks to Malia and Yusuf for their exceptional support and professionalism, which have made my experience here more manageable and enjoyable. Their efforts and the positive aspects of this community outweigh the negatives, making it a place I still choose to call home.

"Highly recommend Quintain living if…"

Highly recommend Quintain living if looking to move to London as it can be difficult to find something. Shout out to Jonathan from Canada gardens who really helped introduce us to our building and Wembley park and it’s around neighbourhoods.

The quinten team truly makes you feel welcome and are always quick to support.

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Jonathan is my favorite

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"Yusuf has been great in helping all our…"

Yusuf has been great in helping all our issues sorted - he is a friendly face that we like to see everyday!

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Love living here. Well looked after. Scott, Yuseff and his team look after us well. Nice community.

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A great place to live, great team with nice people
I appreciate all the help that Scott Berry has provided me throughout the time
Thank you

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I’ve got a good service with the high efficient team. Really nice!