PlatformhousingArvostelua 

When corporate accountability fails, consumers pay the price. Here is a lesson in how not to handle project management and customer experience.

A dream of shared homeownership should not turn into a masterclass in poor project management and a complete lack of transparency.

I am currently living through a nightmare scenario at the Prospect Place development in Rushden, developed by Vistry Group and sold by Platform Home Ownership.

What was supposed to be a milestone move-in for March 2026 has unravelled into delays lasting until mid-2027. The reason? The developer failed to meet planning conditions known for over 2.5 years, choosing instead to try and bypass them.

This isn't just about me. There are 133 homes—70 of them shared ownership, the remaining affordable rent properties—sitting empty during a housing crisis for 12-18 months due to significant failures in project governance.

As a professional who has dealt with Project Management and Customer Experience (CX), what worries me most isn't just the project management failures - it's also the total breakdown of CX and lack of transparency:

Withholding Information:
Platform Housing was well aware of the delays before any buyers placed their reservations and paid solicitor & mortgage fees.

Deflection:
The council was blamed for the backlog, which local council officials have since disproven. The issues lie squarely with the developer and the vendor's failure to hold them accountable.

Poor Grievance Culture:
After launching a complaint in April 2026, it took until late June to receive a response. The resolution? An acknowledgment of the issues, an insulting £200 compensation offer, and a suggestion to simply walk away from my dream home.

The Human & Financial Cost:
Every purchaser has been hit financially. All of my belongings sit in storage at my own expense. I've lost £1000s already and am facing £1000s more. Left in an information vacuum, this affects lives and causes unnecessary stress as everyone affected tries to grapple with a very important question: "What now?". For many, there is no Plan B or ability to cover such eye watering out of pocket expense this has led to.

A Note to Potential Buyers
If you are looking at developments involving Countryside Partnerships/Vistry Group (including any of its subsidiaries) , or Platform Housing Group, my advice is to do your due diligence and read the many online reviews of these companies CAREFULLY

Affected homes are located at:
Sparrowhawk Drive Rushden NN10 6GP
Grebe Place Rushden NN10 6GH
Otter Close Rushden NN10 6GJ
Warbler View Rushden NN10 6GS
Burnet Grove Rushden NN10 6GF
Pipistrelle Gardens Rushden NN10 6GN
Gadwell Close Rushden NN10 6GG

We have had SCAFFOLDING up for a roof repair, they did the work last FRIDAY, the trouble is there is a Pole in the middle of our access through our rear door, this has blocked our waste bins in, a NORMAL company would get the SCAFFOLDING down when they finished the work instead of leaving it up sometimes for weeks.

This is so called PROPERTY CARE who gets things mixed up regularly with extra cost to them and wasted manpower.

Have made a COMPLAINT and see how long it takes them.

This is in MALVERN.

Moved in to my flat a few weeks ago ,I really dont understand the negative reviews. My flat was refurbished, new kitchen and bathroom. Dawn my scheme manager is really nice , nothing but helpful . Lovely and quiet here and overlooking the lovely garden. Robertson knoll is great .thank you platform retirement housing.

Absolute joke. They don't do anything after a YEAR of anti social behaviour from neighbours, and if you try to complain they won't put you through to a complaints department or give any full names. Then they just keep sending round in circles till you hang up! It more than deserves it's current, extremely low score. 👏

Platform have been brilliant with me and my family. The house was all freshly done out when we moved in and obviously well looked after. We benefited from their support schemes and have a lovely caring housing officer. All contact and calls have been positive. Repairs have been dealt with. We have also had fantastic support with a neighbour ASB issue. It has been really heartwarming what a caring, respectful organisation they are. Thank you Platform Hope Valley. It has made such a difference.

all on video on utube life as platform tenant pobodys nerfect on utube

I would like to express gratitude to the 3 gentlemen that came into the Cul-de-sac in which I live and went over and above to ensure that the weeds (which were hindering the Close) were rid of as well as ensuring the alleyway that 2 of my next door neighbours would depend on should there be a fire was accessible (previously it wasn't). They were polite, approachable and willing to help. I live in the Midlands and would like the powers that be at Platform Housing to personally recognise these individuals as it's easy to critise and complain but few people acknowledge positivity and a job well done. Thanks

I have been trying for weeks to get a housing officer from Platform Housing to speak to me—either face‑to‑face or even just by email—regarding the new communal charges I’ve suddenly been told I must pay from April.

My partner was originally a tenant with Elgar Housing, then Fortis, and now Platform. In all that time, we have never once been charged a communal fee for the small roadside grass verge outside the property. I have always maintained this grass myself, and neither Elgar nor Fortis ever asked for payment. Even during my time with Platform, I have never been billed for it—until now.

This April, out of nowhere, I’m being charged for grass cutting that I’ve personally taken care of for years. I’ve tried repeatedly to get an explanation, but I cannot get hold of a housing officer at all. Instead, all I received was a generic leaflet about charges, with no explanation as to why this sudden change has been made.

Tenants are being ignored, and it’s an absolute disgrace.

During my time in supported accommodation (around 12 months), I found the support to be very limited and not adapted to my needs.

At the time, I had recently undergone surgery and was struggling with my mental health. Despite this, I was expected to increase my level of engagement and was sent formal letters about being more active, even though I had clearly explained I wasn’t in a position to do so.

Before being placed there, I had spent months asking for help while in previous supported accommodation. I felt that my concerns were not properly listened to, and I was moved into a setting that did not suit my needs at that time.

Throughout the experience, I felt that staff focused more on procedures and expectations rather than understanding individual circumstances. This left me feeling unsupported during a very vulnerable period.

Overall, the experience had a negative impact on my wellbeing, and I believe there needs to be better understanding and flexibility when supporting people with mental health difficulties.

I also felt that decisions about my placement were influenced in a way that did not reflect what I had been asking for or what I felt I needed at the time.

They don't stick to their policies and they do not stick to their duty of care policy they don't keep up to date with repairs you just get past from pillar to post with complaints a and simply don't care about their talents

I have been a tenant of platform since it was Waterloo housing, my current tenancy I have had for 5 years, paying rent of £500 every month, I have had nothing but issues with the property since moving in and after 5 years I am still no further forward than o was 5 years ago, my house literally falling to bits, bricks have broken away and left the house damp, I have tried everything to get this fixed over the last 5 years and all platform want to do is paint over it, and even that has been going to happen for the last 4 years, and won’t because it needs repairing and not bodging, platform are only able to do bodge jobs because we’re classed as second class citizens who don’t deserve to live on a damp free home like their managers do! If you can help it do not rent from them, they will leave you’re house almost inhabitable to the point furry mould is growing on the house, and painting little bits of the damp with mould paint is their way of fixing it! Absolute joke of a Housing association! Stay away at all costs!

No duty of care to their tenants relating to antisocial behavior

I was offered a property in Shawcroft Ashbourne with my teen son.
Chanda was a pleasure to talk to and she helped put my mind at rest. Thank you Chanda.

The building itself is old, needs bull dozing and re-building.

I rarely get on with housing officers because they always seem to do the bare minimum, just so they can visit the nail clinic for fakeness.
Charlotte and Naomi were who spoke to me about any complaints.

The flat below us consisted of a couple with a 20 year old son. They'd blast music until 2 or 3 am then argue and fight. When I raised this issue with Platform, they told me its my responsibility to phone the police.
I'd been through that before and made myself a target so I asked them why I should do it again?
They gas lit me. "But what if he hurts her" they said. I felt like they were forcing me to do something about it.

Charlotte told me the music was a one off but, it happened quite a lot. I knew she was on my neighbours side. Charlotte gas lit me and said I'd get on with the woman below, because she was so nice. I am autistic and dont really blend with people.
However, her son beat the crap out of mother below one night, then dad pulled out a knife on son and threatened him with police. When nothing was being done I had no choice but to call police after what I was hearing. It was horrible to hear.
When police took the son away, his mother referred to me as "a fg bch". So much for looking out for domestic violence victims.
I bought the mother flowers and let her know that I'd been through DV myself and was only looking out for her.
Prior, Charlotte turned up at my door, wanting to open up a case against me.
My son and I were talking about take out food and weight gain on our balcony.
The woman down stairs assumed we were mocking her size, because she was fat. This was not the case. We were talking about ourselves.
I felt so guilty after speaking with Charlotte, that I bought the woman flowers. It hurt me that she thought I felt bad of her. I didn't.

Then I got complaints that I'd passed them in the corridors and said 'malicious' things to them yet, no one knew what I'd said???? But it was malicious? BS. I dont leave the home without headphones as I block people out with music. I was miming along to music. Wow, such a crime. People really dont like us headphone folk.
Then the woman below accuses me of putting two nails into plant pots on my balcony and laughing at her. I didn't even know she was on her balcony. I had my headphones on and was laughing at the song.
The series of complaints made against me were pathetic and petty but Charlotte felt she needed to open a case on lies.
I made multiple recordings on the noise app and they shut me down.

No cold water in the kitchen but they came out to repair. Same with a leaking toilet, heating not working. Staff seemed lovely to me.

Had a leaking roof, causing wet patches. I told them i'd seen holes in the roof but was ignored. I noticed the roofing over the balcony become black with mould. Bought a good mould remover from Ebay and had to deal with it myself. Charlotte mentioned Awaab's law, but left it to to me. I have Asthma.
Inspector came round, told me they'd treat the area. They didn't. Walls continued to flake. Photos of mould on balcony was ignored.

Left my windows open to air out the flat, came back 2 hours later to find cracks all round the windows, ceilings and walls. There was a heavy wind that day.
Men came round and told me it was my responsibility to fix it. How? I know nothing about building. Paranoid the roof would fall apart, but was gas lit by staff that "its not that bad".

Begged for a transfer even after my son moved out and the bedroom tax was financially crippling me. Not bothered one bit as long as the rent is paid.

Made a formal complaint and was told they did nothing wrong. Yet they failed to address my issues. Allowing Charlotte to continue with her nail clinic visits.

Most of these housing officers are lazy and will shut the complainant down, in order to do less. That way they still get paid. Doesn't matter what social landlord it is, money is their priority.
No one had proof of me saying things yet, a case was opened.
I had multiple recordings of neighbours loud music, tv and karaoke nights, yet they shut my claim down.
Neighbours below moved out after making vile claims about me but they had the woman living there to make noise to get back at me. They convinced Charlotte that the flat was empty and I was making things up. More gas lighting.
The walls were paper thin. I heard everything. Yet Charlotte rediculed my proof, again.
I gave up because I realised it didn't matter how much protesting I did, it would fall upon deaf ears.
Within a year, my mental health took such a decline that my son moved elsewhere. I felt part if this was Platform not dealing with it.

I can happily say that after a lot of effort, I'm out.
They were no different to any one else

I moved into a newly built property and as the first tenant, I expected the premises to be in a safe and satisfactory condition. Due to the colder months, the garden had not been used until recently. However, upon mowing the lawn for the first time in warmer weather, I discovered a significant amount of broken glass beneath the shed window.

It is evident that the shed window had been previously shattered, likely during construction, and the glass has been left behind and partially embedded in the ground. This hazard was not visible until the grass was cut, which raises serious concerns about the standard of the property handover.

This situation is completely unacceptable, particularly as I have a two-year-old child who has been playing in the garden, unaware of the danger. The presence of broken glass poses a clear and serious health risk.

I reported this issue, only to be informed that it is my responsibility to remove the glass!! With a dustpan and brush. They won’t come out and remove it. I do not have the appropriate tools to safely remove embedded glass, and this issue was not caused by me. It is unreasonable to expect me to resolve a problem that clearly originated during the construction or preparation of the property. It’s not just sitting on top of the grass. It’s embedded into the mud, hundreds of tiny little pieces I will have to sit and pick up out of my garden, will take forever!! It’s not as simple a as dustpan and brush.

I am extremely concerned that I have moved into a new-build home with such a dangerous oversight and refusing to remove. If this isn’t resolved I will be taking matters further. Absolutely disgusting and foul service.

Platform had contracted out to a company with Andrew Hibbert manager, they hide the company of which I asked, a man attended from them to do an Electrical check which the Government has now requested to be done every 5yrs on rented Accommodation, the paperwork this company sent stated around 2hrs to do, we had the Electricity turned off for 7hrs with no hot drinks, we are Elderly, to top it we had reported our shore dripping water after another male looked at it, the one doing the check said he was leaving the firm after that day, the shower cover had had a bend screw jammed in it which was like it for years but this person for some reason made a note that he did not go into the shower but the screw was gone and a new screw fitted, this could only have been him, various sockets were loose after he left, so be aware when they come to you, false Information given and a cover up.

Also Platform had updated there software and REMOVED a repair of water DRIPPING from the waste under the sink in the Kitchen, this has been dripping for some time with the floor wet and the items in the cupboard, I had reported it again and made a COMPLAINT to them.

I also CANCELLED the top company from coming to do Earth Bonding but they ignored that and removed it so they are coming tomorrow even though we had appointments, a COMPLAINT was made about that as they appear to be DICTATING things.

DO NOT TRUST THEM I do not.

Absolutely shocking performance by platform &Susan Franklin who is supposed to be a housing officer!she refuses to help&ignores tenants concerns. She puts rules in place for just whoever she feels like.i have been chasing a repair yet again at cost on my phone bill&now still isn't done as it should be!

My disabled daughter was offered a flat which we viewed.I spent weeks clearing her present flat in preparation.Not an easy job taking down curtains, getting rid of furniture for smaller flat.I am 81 yrs of age, so no easy task to do it all myself. My daughter been livig out of packing boxes for a month.We waited for the moving date whilst Platform housing decorated new flat. After a month of waiting , we were informed application declined.I was unable to discuss this horrendous decision with anyone at their offices. I asked if the person dealing with us could please ring me back. recd no phonecall whatsoever. this has left us shocked and incredibly disappointed. Why did they lead us to believe the flat was ours. This is a huge let down.

DO NOT GET INVOLVED WITH THIS COMPANY !! Absolutley terrible company. Terrible customer service. Rent to buy. So glad I didn't buy. Air source heating so cheap and badly installed I have to turn it off at the fuse to get any peace. Complained so many times and all they do is send round 'grifter" service people who have no idea what their doing. No sound proofing in the walls so I hear everything from next door. Over a year of complaints and nothing done. They are a joke company of liars and incompetent people. Illegally didn't protect my deposit and just tried to pocket it. House is so badly built. I'm ptetty sure at this point the house is illegal with such poor quality. Windows are terrible. Front door doesn't open properly. They sent round another grifter and he put a power saw through the wall and left. Door still doesn't work properly. Roof issues, house is not secure. Issues with the shower and hot water. Over a year to be finally fixed. Left the whole of December without hot water or heating. Nothing but hassle and stress. Severely affected my mental health. Save your self!! DO NOT GET INVOLVED WITH THIS COMPANY!!!

I wish Stonewater would use a different company for repairs because Platform are absolutely USELESS!!! They cancel repairs and say they’ll get in contact to arrange a new one, but don’t. They manage to post regularly on Social Media but can’t seem to answer the phones!
In short, they are a waste of time. Apparently my appointment in March had to be cancelled because there was no one to do my electrical repair in March. Let that sink in…a huge Housing Association has NO ONE to complete an electrical repair throughout the duration of March. Absolutely shocking. Increasing rent but not having the tradesmen to do repairs.

What a shower of crap. They take your money then leave. Customer service crap. Ombudsman incoming