Wildheart Reviews 19

Have been dealing with Wildheart for many years as a leaseholder in an apartment block. This is without doubt the worst building management company you could choose to run any building. Arrogant and rude staff that have absolutely no idea how to manage people, contractors, accounts, repairs, maintenance - totally unfit for purpose. Bills are exponentially increased due to Wildhearts inability to maintain a building with proactive preventative maintenance. The financial accounts have been littered with mistakes every year and they just do not have any pride in their work.
Like previous reviews - I would like to give them a zero!

Such a terrible company. Never respond unless wanting payment. Have asked them countless times to arrange a direct debit. Ignored. Never do anything to improve let alone maintain the building. Yet charge an outlandish fee. Was so much better before they took over. Hope they go out of business and leave our little community and space alone.

In my experience, I would not recommend this company to manage a block of flats. They are often not contactable, use poor contractors and our contact had almost zero empathy when we were dealing with very serious issues in our block. I could write a damning blow-by-blow account of our experience but I'm so fed up with talking about it. Quite simply, I would encourage people to look elsewhere for block management.

Very bad and negligent agents to deal with. The only reason a star was even given was the fact that they helped whenever we sent them emails for repairs.

The reason I say they are not good is because throughout the whole tenancy period we had issues with the exhaust fan in the bathroom and the bathroom doesn’t have a window to start with. Midway through we did inform them to repair the fan, many checks was done and they told us it is gonna take a whole large process to do so and we were told we wouldn’t be charged for the repairs and it wouldn’t affect our deposits. They were very clear to not send any emails or a paper form confirming these conversations.

Someone from the council came to inspect the house and he agreed that this agency is at fault and the exhaust should be repaired by them and no charges should be applied. But after the tenancy ended the agents charged £400, saying we should have left the bathroom doors open. The bathroom is right next to the living room and right in front of a bedroom and it cant be left open all the time. They neglected multiple emails we sent asking for answers and took too many days to reply to our emails and just because they didnt have any written proof saying charges wont be applied they got away with this.

And also there were times the fire alarm would often go on for nothing because they changed the whole alarm systems in the house. This would happen in very unusual times 3 or 4 in the mornings. They have started charging for concierge service and half of the month there would be nobody at the reception desk and board saying they will be back soon. The elevator would never work most of the time and even when I moved in I had to take the stairs to move all my things. The main door has a lock on its own and that wouldn’t lock most of the times and I do get that it is part of the tenants responsibility to close it well but no good repairs were done in a whole year to deal with the door.

Overall, this agency has been extremely unprofessional and careless. They didn’t take the responsibility for their mistakes and took advantage of us when there’s no written proof, even after giving verbal confirmations . I strongly advise anyone considering this agent to be very cautious, get everything in writing.

Unacceptable takeover from other companies. (Firstport, obviously) Chasing payment for fraudulent invoices, not answering queries, ignoring legal letters and ignoring emails. Two years managing our property and still waiting for cleaning and gardening services whilst being charged for them! Three property managers in two years and still no answers to accounting queries from three years ago! Complaints about tenants in rented flats within the property ignored!
Invoicing repairs without going through Section 20 process, they split invoices into 'quotes' and 'work done' to get round it!
Emails from owners of company in 'red type' and stating they don't have time to look into issues'.
We are only a small building with 8 apartments. Shocking service. If they can't manage us, good luck with anything bigger!

As others have said if I could do 0 stars I would

The property we own in one of their buildings is poor. There costs for maintenance are absolutely shocking and show nothing for it 1200 per 6 months then a yearly cost ( for hod knows what ) of nearly 600 then there is no one in the flat and it was 1600 for the year the insurance for the building .. the you query something and they charge you a fee for not paying ( yet you are disputing ) so put charges on hold does not make sense. Things take ages to be fixed and the quality of the building is just poor - even the main door that all the residents use does not lock for everyone’s safety . So anyone can walk in the building

Thanking Abigail for the support you gave us , we had a great experience she is kind and quick to handle every issue . The apartment was beautiful it exceeded my expectations.

If you are a renter avoid at all costs, "Management" ethos is appalling

Wildheart has been incredibly responsive, always addressing any inconveniences in the room or surrounding areas right away. They take immediate action whenever something comes up, ensuring everything is resolved without delay. The communication is always clear and effective, and they consistently maintain a clean and comfortable environment. A big shoutout to Abigail Quevedo, who helps everyone with their concerns, takes immediate action, and provides thoughtful solutions every time. Their dedication and attention to detail make a real difference in creating a positive and hassle-free experience.

In 2 words Abigail Quevedo was an outstanding agent! I have rented a few properties over the years and never have I had the customer service/ support/ guidance and speedy responses to any questions and queries. The property itself is superb and exactly what we were hoping to rent. I cannot praise highly enough the work Abigail put into getting us into this property within a week of viewing. I have never experienced this quality of service from any other agent I have ever used so huge well done and thanks to Abigail and great apartment for Wildheart!! Thanks to all

Read the facts and be warned! I have rewritten this review and removed any emotive language that I initially included due to the fact that I am seething at the moment! I will tell of my experience rather than criticise.
Our freeholder appointed these property managers to manage our small block of flats about two and a half years ago. At first, we were impressed with the property manager who seemed proactive. She sorted a few things out but less than a year later she left the company, apparently at short notice. A new manager was appointed, who had practically no knowledge of the current status of the block. The leaseholders attempted to engage with him but within a few months he had been made redundant. We moved on to manager No 3, who left within another month or two. In January 2024 we were advised that we had a new manager, who met with the leaseholders and who told us in no uncertain terms that Wildheart works for the freeholders and not for the leaseholders. This is technically correct, but the veiled message was "we aren't really interested in your problems with the block, we are only here to protect the freeholder's interests". This lady (appropriately) commissioned a fire safety report which the leaseholders welcomed. The report contained 60-odd requirements for improvement which were required to be done within six months. This time limit has since expired and the total number of items rectified stands at ONE! The leaseholders have, in desperation, been forced to take over the management of the block. This fact was communicated to the propery manager in August 2024. However she had left the company. So we are now on manager No 5. The first acknowledgement of the management takeover was from the operations manager on 21 November after attempting to email and call her about the handover. I have since heard nothing further from her despite emailing her twice about this in the last couple of weeks. Today I tried to phone her to obtain the handover information but after holding, the receptionist told me that all info had been supplied. I advised her that it hadn't and she suggested that I send an email. When I said I am phoning because I had not had a response to two urgent emails over the last couple of weeks, she told me not to be rude to her when I got frustrated! (I was not rude, merely assertive). I have no financial info, and cannot proceed without Wildheart's co-operation. Takeover date is in two weeks' time, which period includes Christmas and New Year. Who knows whether this will happen at all?

Impossible to get hold of ops director. Emailed twice as requested. No reply. Phoned a number of times and she's never available.

Be Warned
I am compelled to express my profound dissatisfaction with the handling of my recent situation involving flooding from the flat above. The management agent, Wildheart, has demonstrated a distressing lack of professionalism throughout this ordeal. Despite reaching out multiple times and receiving a policy document via email, I found myself unable to submit a claim due to the portal being managed by them. My efforts to resolve this issue were met with frustration, requiring numerous phone calls and emails, along with relentless follow-ups. Ultimately, I was only able to secure assistance after an exhausting process. The level of service provided by this company is nothing short of disgraceful, revealing a significant deficiency in their property management and communication skills.
updated
The response form Wildheart that they don’t not handling the building insurance update.I must address the negligence displayed in the communication, which is unacceptable that as they are dealing with building insurance .
incompetent comes to mind

They blame contractors for their own incompetence, they dont pay fairly, and are bullies. They sub out work to third party cheap labour, and then dont pay fairly, or they bully extracting extra work for free..

Stay away from this company and its buildings.
-Poor to non-existent complaints procedure.
-Customer support will avoid talking to you and block contact as they only want to talk to the landlords not tenants.

There is more I will put up once the tenancy is over but I don't want to make things more difficult than it is right now.

Wildheart have zero property management expertise, want or care.

Categorically do not use them to property manage.

Leak was never fixed 5 months in ceiling caved in.

No proactivity or effectiveness in dealing with issues in the building.

Extortionate fees with no real customer service

I’ll keep it short. We complained about a property above us, managed by Wildheart. They didn’t do anything and the ceiling fell through based on their negligence of months not doing anything. They then did a half arsed fix on both the apartment above us and ours. I kept following up with them but no feedback, even after escalating to CEO level! 8 months after the original complaint and it’s still ongoing. If you can avoid dealing with Wildheart, do! They are happy to take money to apparent management but don’t manage and has no client service. I’d take this to the ombud but I don’t want to waste more of my energy and time! They aren’t worth it! Stay away and get away if you can!

I sold a flat which had the misfortune of being under Wildhearts watch, while the sale was going on the roof was being replaced & to get the sale to go through & after being given assurances that all paperwork to sign the job off would be in place & wouldn't cause an issue, I agreed to put a £5000 retainer on the flat which wouldn't come into play until a year after the sale, almost a year later & low & behold there is still paperwork missing, I've tried ringing Wildheart where they field your call but never ring you back. They have now just stopped answering my calls unless I ring on a different number.

Possibly one of the worst companies I've had the misfortune to have to deal with.

I wish I had never heard the name Wildheart. I am the tenant of a small leasehold flat, which I rent out, in a development in Lewes built about 20 years ago. Wildheart are the managing agents for this, having taken over, by buying-out, the previous firm of agents some years ago. Since then they have raised the service charge a number of times, to a level which has made my entry-level flat effectively unsaleable (currently £4670, not including the ground rent, which is paid to a different company). For my £4670, Wildheart do not even have the courtesy to reply to requests for a proper explanation as to why the charge for this more-or-less-newbuild development is so high (most small leasehold flats in Lewes seem to attract a service charge of about one-third what I am being asked to pay). There is no real accountability, just budgets and sets of unaudited accounts, with a little minimal information in a covering letter - almost nothing to indicate what work is being done, or how much has been paid to which companies for what work. For a company which declares online: 'We pride ourselves building valuable professional relationships with all parties' and that their 'personable approach and attention to detail creates a trusted and valued rapport' it seems to me that they could hardly be doing worse than they are. The leasehold sector badly needs reform to protect leaseholders from rampant overcharging, of which I believe this to be an example.