LambertSmithHampton Recenzje 39

My experience with Lambert Smith Hampton (Shrewsbury office and their payment/accounts team) has been deeply disappointing. Communication has been consistently poor they are right always, transparency is lacking, and genuine customer queries are often met with a dismissive tone that feels completely inappropriate for a professional organisation.

For almost three months they have claimed to be “updating their systems,” leaving customers unable to access even basic account information. When I asked for an up‑to‑date statement, I received a blunt response from Kirsty in accounts: “We don’t do this!” It’s astonishing that a company can insist customers use a specific app for payments from January 2026, send multiple letters pushing this requirement, and then fail to maintain the very system they forced everyone onto.

If a customer took three months to pay, they would face a £150 late fee without question. Yet LSH seems comfortable operating with delays and confusion on their own side. The double standard is laughable.

Whenever I asked reasonable questions about fees, costs, or processes, the replies were generic and avoided the issues entirely. I was repeatedly told that certain matters were “not their responsibility,” which made it almost impossible to understand what I was being charged for or how decisions were being made. Despite this lack of clarity, their letters remained firm at times bordering on aggressive with far more focus on demanding payment than providing information.

I was given no realistic time to budget, and then a larger bill was issued just two weeks before Christmas. When I questioned this, I received another curt response from Kirsty stating that “this is what they do” and that all accounts are sent for January. The tone felt dismissive rather than helpful.

I also went through their formal complaints process, which felt more like a procedural formality than a genuine attempt to resolve concerns. At no point did I feel that my issues were properly considered. All responses became shorter and less engaged, giving the clear impression that further discussion was unwelcome.

Overall, Lambert Smith Hampton Shrewsbury and their accounts department appear to prioritise process over people.

Customers deserve clear answers, working systems, and respectful communication not generic replies, pressure to use systems that don’t function, and aggressive reminders when the organisation itself is struggling to manage its own processes. I couldn’t even find a customer charter on their website, and the complaints process feels far from impartial

After taking over leith kirkgate, this shower have desecrated the locals shopping centre. Removing two shops under the “end of lease” excuse whilst leaving the units empty. Thankfully this is having the desired affect as locals are venturing further afield and finding better than the kirkgate ever had to offer in the first place. The closures have actually enabled locals to see that the kirkgate is a tip and should be raised to the ground if it’s not going to be used as it’s supposed to be.
I have no doubt that student accommodation will be up here shortly as the current owner has shown no interest or desire to improve on the kirkgate. They’re just slowly destroying it.

I don't get how LSH are in business. They are advertising a business property for sale in Basingstoke. I contacted them in mid-december...and on 6th February I am yet to have had a conversation with anyone about the property in detail, let alone a viewing.
I've had some lovely whatsapp's off 'Naz' and one phone conversation with her. She is very pleasant, but unable to help and keeps saying she has referred my interest to her Director. No calls or emails from said Director.
I just don't get it. Why advertise a property and not let a cash buyer take a look?

Having had an extremely rude and obnoxious conversation with Cara from the finance credit department earlier today,I felt I had to write a damming review because it’s totally what she deserves.I was spoken to abruptly and when I tried to explain a previous conversation I had had with a member of the management team regarding this issue I was told “ you are not entitled to set up a direct payment plan “ when I asked for an explanation as to why this had happened as previously ( past ten years) I had payed by direct debit to which I was rudely told they don’t have an explanation! So I put the phone down on her and spoke to the management who informed me once again I was fine to continue my direct debit payments.
Cara then received a notification to say she had given me the wrong information and she needed to give the go ahead for my payment plan .
Cara needs urgent training in how to deal with customers and to change her attitude .

I worked here for less than a month and ended up walking out of the business. Whilst I was there I had 1 weeks training on how to use the systems and then after that I was left alone. When I say alone I mean no one spoke to me, no one wanted to know me and I feel like an inconvenience being there. Whilst I was there I experienced racial slurs, a complete lack of leadership and an almost child like environment where there is a group of people who talk to each other and the rest are left out. I then walked out of the workplace and sent a text message to my manager advising I left the business. It did not end there. I was then advised I failed probation due to time keeping and my ability, both were never mentioned to me before. I was advised I had a meeting and was told I had failed probation, which never happened. I have proof and documentation to back up my story and they had none, even though this was the case their HR department did not overturn the decision of a failed probation based on the information provided by managers, who lied. I would urge anyone considering a position at this company to AVOID AT ALL COSTS. I am nothing short of disgusted that even after I had left the business they still continue to make me feel the same way I felt when I was there, AWFUL.

How on earth they are finalists for property managers of the year is beyond me.
They overcharge for services
They have taken our money for maintenance and not followed through on work
They have allowed our property to fall into serious disrepair, giving us excuse after excuse....
As leaseholders, we have provided nearly 100k promptly, as demanded which has sat in their account for over a year while we put up with water ingress, damp and mould which was initially reported to them in 2020! Yes, it has taken 5 years to get to this point and still no work has been started.
Absolute theiving lying cowboys

Unacceptable lack of service, only interested in stealing money from people. If ever moving into a property and you find LSH as management company, avoid it, untrustworthy, dishonest scum

I contacted LSH to make a payment. I was dealt with quickly and courteously by Sophie Drury who sent over all the paperwork I needed.

After years of wasted time trying to work with LSH who took Management of our Block over from HLM, and before that, Granvilles we still do not have our keys, legal documentation, accounting records and leases despite the Handover date being 1/8/25. At one point were were informed that they did not have our funds! Fortunately they apologised but it clearly illustrated the incompetence of the staff involved in understanding their own processes and procedures.
Inflexible banking meant that Directors resorted to paying suppliers and then claiming it when our long standing suppliers were to be replaced by LSH suppliers and miscellaneous income could not be deposited.
They fob us off and refuse to take our complaints seriously or to act on them. Over 2 months after the handover date, they inform us they are finally trying to locate our Leases which have clearly been treated without any care or attention.
We gave due notice in April 2025 to terminate the use of their services in August 2025. There is no Handover management process. We have resorted to intercepting information supplied to our accountants to try to piece together why they have been overspending our funds on unnecessary suppliers duplicating work done by others and spending our funds far in excess of the authorised limits stated in their Agreement without even seeking our approval.
Management fees increase each year without regard to the service level achieved.
When we asked for the complaints process, the Stage 1 contact was the very person with whom we have worked over the last few years. Conflict of interest is obvious.

This is truly the worst management company I have ever had to deal with. I say this owing quite a few properties for over 30 yrs and never have I ever received such bad service.
A car crashed into our block some years ago and to date it still hasn’t been repaired, even though it is open to all the elements. It doesn’t matter how many times we call Tamzyn, our so called dedicated property manage, as we are never able to reach her on the phone, she has more holidays than any employee I have ever know and there is no one ever covering her work, as for emails it normally takes at least two week for a response if at all. More call’s and emails have gone un responded than responded to. They got a quote to replace our carpets which was a £11k we got a like for like quote for £3k, we pay I believe it is close to £3k each P.A the block in front of us which is exactly the same get charged I believe it is just under £700pa. I wouldn’t and couldn’t recommend this company to anyone.

A3 ?Lambert smith Hampton were appointed by my mother in laws insurer Zurich after a recent flood claim

They have been next to useless in helping case holder has been impossible to speak to on multiple calls and email's . And not available at weekends

Last call I was placed on hold for 10 mins but not muted ! Staff were swearing and laughing
Call was then terminated without explanation

Terrible customer service terrible company
We have reached out to lisa at Zurich and requested we deal with finding a rental ourselves lord behold it’s has taken us 1 week and we have found one

Avoid this company and their unprofessional staff .

I came to check the reviews after my own hideous experience and I wasn’t at all suprised! I’m too angry to even write it all down but a DISGUSTING aggressive lying criminal fraudulent company deliberately ripping off a vulnerable disabled person on benefits. You will get your day in court/ your faces on tv one day LSH

Hannah, I think my flat is in the same building. I concur on everything you have said. We need to get a residents group together. I haven't seen a property manager since 2005.

I would go lower if i could

Criminals stealing from Residents. They pay "contractors" for repairs.....and dont verify the work. Rude arrogant staff.

It is now 18/03/2025 and I received a letter that tells me I owe the service charge for the period 01/01/25 - 31/12/25 and it tells me if I don't pay within 10 working days they will charge 150.00£ Admin Charges. 2024 is paid in full and 2023 I overpaid so they actually owe me some money which they deducted and the remaining outstanding is now 38.89£. So it is ok for them to owe me money, but if I miss a letter, the next one comes with extra charges attached. Appalling service.

The worst disgusting company ever to exists, Jennifer yu and Scott from maiden head. Sending me around all these loop holes and lies . Liers cheats and all around disgusting even spoke to Dorothy and the London branch and she tricked me into thinking she was a good person yes another lier and very good at it. We need to all come together and take them down .

The only reason I gave them one star is because you can't give none. My flat has lost £175K value under their care.

The incompetence, misplaced promises and just complete lack of care from these people is unreal.

Our estate “manager” Shaun Egan is a complete waste of space, nothing but delays, no replies and no action.

They’re quite happy to take your money, put the price up each year, make fake claims requesting more money then do nothing when actual issues occur, still waiting on action of a couple of reported problems over 6 weeks and nothing!

How these people get these contracts is beyond me.

Utter useless

Please do not believe the ‘glowing’ reviews on this management, it is must definitely bots or a scam paid review. I have lived in london for half of my life and this must be the WORST place i’ve ever lived in, all due to LSH. When you come for a viewing you might be swayed by the decor of the building but the management is useless. Initially the agents equivocate about the bills, throwing us into confusion even as we asked for clarity and by then we had already placed our holding deposit down so chose to still go ahead regardless of the price of bills. We were told by the agency that there would be a building manager on site, we were even taken to the so called ‘ office’ of the building manager on site ( which turned out to just be an empty room- there was NO BUILDING MANAGER). They took around 2 months to install the Wifi so the ‘ wifi included’ wasn’t actually included until 2.5 months of moving in. We moved in to our flat on the 12th of September and there wasn’t a freezer. I raised it on fixflo and had to call multiple times for almost a month before they attempted to bring a fridge freezer. The incompetence management had placed an order for just a fridge so i had to now wait another three weeks before we finally received a fridge that had a freezer compartment. Another instance of poor management is the fact that we moved in on a free rent period of September ( moved on 12th September and was contracted that from then till the 1st of october, all our bills were payed for) but 2 months later, Eon is still sending my partner letters saying he has an outstanding £136.36 bill to pay. We’ve informed the management of this and raised the issue on fixflo MULTIPLE times yet till today we’re still being pestered by eon when that’s not even our energy provider and they specifically mention the periods at which that energy bill is for is DURING the period that we were not required to pay bills. Further more, our toilet was broken and constantly leaking water and this obviously was an urgent issue as there is only one toilet in our apartment, we called the emergency line to which they told us they couldn’t do anything about it immediately and we would have to 5 days before anyone could come and fix it. 4 DAYS with a toilet?!! Additionally, if you order ANYTHING here, if you’re not receiving the package immediately ( as in within 5 mins), it will get stolen by someone. We have reported this countless amount of times, there’s even a surveillance camera at the post boxes but apparently they aren’t allow to access it, only the police are. And lastly I simply believe they DO NOT HAVE A BUILDING MANAGER. It’s always ‘ the building manager isn’t on site’ or ‘ the building manager is having their lunch’ and me and my partner have been given many different names of this so called ‘building manager’ and spoken to different people but out issues are always postponed or ignored due to that and the contract protects them so well. I regret ever moving here and I’m now trapped until September 2025 so i would recommend you DO NOT either move into this building or buy any apartment within this building, for £1525pcm this is simply not worth.

Shame I can’t leave zero stars. I want to concur with 91% people on here - HLM / LSH - or any other company they make under the HLM umbrella are complete cowboys. We pay above the odds for service charge of 12 flats for the area and make regular payments for services that do not happen - Cleaning, windows and cowboy gardeners who are extremely rude, pitch up for 35mins, obstruct access, hack away at plants and let ivy run wild. LSM have a sign in sheet but no one signs in, they see no problem with this (?) and yet still we pay for services we don’t receive. They have hiked up our monthly fee twice in quick succession and promised to improve services and since this all happened, the services have got considerably worse.

Our property manager does nothing and makes himself as difficult as possible to contact. You can’t contact him by phone (text or calls) and when you email, you get out of office response straight away…. It’s 2024 and we can’t contact you by phone? What?

When I first met said property manager, Oliver Masters, he was wearing a teeny, tiny pair of shorts and was marching around taking photos on his phone and failed to introduce himself or wear identification - I walked past him three times until I thought, who is this man and had to ask him who he was and what he was doing. It was pretty shocking dress and completely inappropriate for work - A woman would never dress like this to inspect a property. When he does come to the property (five times a year he graces us with his presence) we have to directly show him the many glaringly obvious things wrong otherwise his sight visits conclude ‘Everything is fine!’ He is not qualified to manage his wardrobe properly let alone the grounds of our flats.

If you try to complain or chase any of this they will kill any good intentions you have to implement change with a combination of complete apathy, lies and gaslighting.

And it will slowly send you crazy if you’re not careful. The sheer number of people calling out how crooked this company are is a saving grace to the state of your mental health after trying to deal with LSH.

Incompetent is being kind.

I would highly recommend documenting absolutely everything happening in your flat/property and all correspondence. Have that proof of neglect to hand when they try to charge for another service that is only needed because they have mismanaged all of the services your are paying for but not receiving.

Or run as fast as you can.