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A vertically integrated real estate platform — combining acquisition and investment, development management and residential management, powered by data and technology, with residents at the heart of everything we do.
United Kingdom
3.8
17 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 75% of negative reviews
Typically replies within 24 hours
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It was good talking to Bronwyn and getting some advice regarding the company management. Thank you Bronwyn.
Reply from Charmliving
Thank you for taking the time to leave this review. We're pleased to hear that Bronwyn was able to provide helpful advice regarding your company management - we'll ensure your feedback is passed on to her directly. Should you need any further assistance, please do not hesitate to contact us.
I spoke with a lovely lady the other day over the phone about my mother who is the leaseholder whom I needed some info to help her settle in since the take over and she was so helpful and put my mind at ease that she will be well taken care of thank you Bronwyn so much for all your help kind words and look forward to talking to you again JV
Reply from Charmliving
Thank you for such a lovely review. We're delighted to hear Bronwyn was able to help put your mind at ease regarding your mother's settling in following the takeover - providing that reassurance to our leaseholders and their families is exactly what we aim for. We'll be sure to pass on your kind words to her. Please don't hesitate to reach out if you or your mother need anything further. Best, Charm Living
I am in the process of selling my flat. Charm recently took over part of the management. Cassandra has been brilliant. Answered my emails, kept me informed of what was happening and provided essential documents when she said she would. In my experience this is very rare in the property management business so well done Charm living and thank you!
Reply from Charmliving
Thanks for taking the time to write this - we are really glad to hear it. Cassandra's been doing a great job, and it's good to know that's coming through, especially at a time like this when you need things to run smoothly.
I'll pass this on to her. Good luck with the sale, and let us know if anything comes up.
Best regards,
Charm Living
The customer service and accounts team were very responsive and helpful in dealing with my questions about service charges and payment, especially Mishkaat Sulaiman.
Reply from Charmliving
Thank you so much for taking the time to share this feedback — it really means a lot to the team. We're delighted to hear that you found our customer service and accounts team responsive and helpful, particularly with your questions about service charges and payment.
I'll be sure to pass your kind words on to Mishkaat directly, as well as to the wider team — it's fantastic to know the support was clear and made a difference for you.
Thank you again for being a Charm Living resident, and please don't hesitate to get in touch if there's ever anything else we can help with.
Best,
Charm Living
I contacted Charm living regarding my aunts flat , which is Elizabeth House, Eastwood.
I spoke to a lovely lady called Rene, who was very helpful.
She sent me details on setting up the portal so I could managed the bills and see where the money was being spent.
Thankyou for your help Rene.
Steve.
Reply from Charmliving
Hi Steve, thank you so much for taking the time to leave this review. We're really pleased to hear Rene could help get the portal set up so you can keep track of the bills and spend on your aunt's flat at Elizabeth House — we'll be sure to pass on your kind words to her. Thanks again, and don't hesitate to reach out if there's ever anything else we can help with. Best, The Charm Living Team
Shocking. I am genuinely convinced this company is a scam, and that the positive reviews are fake.
Charm 'took over' the management of our block of flats in April. To date, there has been zero maintenance carried out. No cleaning, gardening, window cleaning, or any other routine upkeep. Furthermore there are have been concerns raised about the fire safety for example fire doors being broken and a flammable material being spilt in the communal areas. Charm has not even visited the site to remove the previous management company’s contact details from the communal noticeboards.
Despite this, they have issued leaseholders with a biannual service charge bill.
After numerous emails and attempts to get answers, we eventually received a response explaining that Charm apparently did not realise that building maintenance fell within their scope of responsibility. As a result, they have no contracts in place with any maintenance providers. Shocking considering they are the appointed MANAGEMENT company offering MANAGEMENT services...
Naturally, this raised the very obvious question: what exactly are we being charged for, and where is our service charge money going?
We were promised a full breakdown of the costs incurred to date, but despite this, we have heard absolutely nothing further. Attempts to contact Charm are now being met with complete radio silence. They have not given a timeline by which the new contracts will be in place and haven't provided a refund or amended the service charge bill.
The level of incompetence and lack of communication has been extremely concerning. We are being charged for a service that does not appear to be being provided, with no transparency about how our money is being spent and seemingly no one willing to provide a clear explanation. Unfortunately this has let to us seeking legal action against Charm Living.
Reading other negative reviews about charm, this seems to be a reoccurring pattern on other sites 'managed' by charm.
Reply from Charmliving
Hi Alexandra,
I'm sorry this has been your experience of us so far - it isn't the standard we set out to provide.
On the service charge: funds are held in a separate client account and are only drawn down against costs actually incurred. Where a service hasn't been provided, the money hasn't been spent, and anything unspent stays yours.
So that we can look into this properly and come back to you with a full breakdown, please email hello@charmliving.co.uk with your property address and reference number. Without those details we can't identify your site, and we would rather get you a proper answer than a general one.
We'll pick this up as soon as we hear from you.
Charm Living
Spoke to Bronwyn regarding change over details from another property team, she was absolutely lovely, very meticulous and put my mind at rest.
Thank you Bronwyn.!!
Reply from Charmliving
Thank you so much for taking the time to share this, Michelle. We’re delighted Bronwyn was able to help with your change-over details and put your mind at rest — meticulous, caring service is exactly what we strive for at Charm. We’ll be sure to pass your kind words on to her. Thanks again, and welcome to Charm!
I contacted Charm over the payment system and was directed to the portal which was easy to use.
Reply from Charmliving
Hi Mr Francis, thank you so much for taking the time to leave this feedback. We're really glad the portal made it quick and easy to sort out your payment query. If anything else comes up, our team is always here to help. Thanks again.
Warm regards,
Charm Living Team
I recently contacted Charm about setting up my new account. Renee May really was friendly and responsive. A breath of fresh air!
Reply from Charmliving
Thank you so much for taking the time to share this! We’re delighted that Renee made setting up your new account such a smooth and welcoming experience — she’s a real asset to the team, and we’ll be sure to pass your kind words on to her. Welcome to Charm, and please don’t hesitate to reach out if there’s ever anything we can help with.
— The Charm Living Team
Charm recently took over managing my block and i have found them to be very efficient.
They inherited several problems from the previous Agents and have resolved them all with easy communications.
The sub-contractors they use are also very good and thorough and do an excellent job.
Reply from Charmliving
Thank you so much for taking the time to leave this review. We're really pleased to hear the transition has gone smoothly and that our team's communication has made a difference in resolving the issues left by the previous agents. It's also great to know our contractors have been living up to the standard we expect from them. We continue to hire and implement our systems, which we hope will make our service even better. We'll be sure to pass your kind words on to the whole team. Thanks again for your support as we've settled in as your managing agents.
Warm regards,
Charm Living
There has been no communication from this company since 28 May 2026, despite the issues having been raised more than six months earlier.
A Letter Before Action was issued following numerous instances of non-compliance with the Section Notices that had previously been served. As no satisfactory response or remedial action has been provided, I am now in the process of raising legal proceedings.
I had hoped the matter could be resolved through communication, but unfortunately that has not been the case.
Reply from Charmliving
Dear Mr Robinson,
Thank you for taking the time to leave your review, and we are genuinely sorry to read of your experience. We appreciate how frustrating the delays and the gaps in communication have been, and we apologise that the level of contact you have received has not met the standard you are entitled to expect.
By way of context, Charm Living was appointed as managing agent of the building only recently, after the service charge budget and demands now in dispute had been prepared and issued by the previous managing agent. The financial records and supporting information needed to answer your questions in full were not transferred to us at handover, and this has significantly limited how quickly and how fully we have been able to respond. We recognise, however, that this context does not excuse the lack of communication you have experienced, and for that we apologise.
We would like to reassure you that the matter is now being actively progressed:
A dedicated Service Manager has taken ownership of your case and will remain your single point of contact.
We have written to you directly setting out our understanding of each of the outstanding issues you have raised.
We have written formally to the previous managing agent requiring them to provide the outstanding documentation and confirmations and to close out the matters raised, and we will continue to pursue this until it is resolved.
No late payment fees, interest or other charges will be applied to the disputed balance while these matters remain under review.
Charm Living
Charm Living ‘took over’ management of our block in April 2026. Since then we have had ZERO impact from them. All common parts in a filthy state as they haven’t, after FOUR months, been able to arrange new cleaners or even visit the site. During this time both the designated contacts have left CL. We are communicating with ghosts! Seriously unprofessional- avoid.
So far, so bad. Wouldn’t recommend
Took over our contract in May. We have had issues with someone fly tipping on our property, council not interested so we have been reporting to Charm about getting a gate installed as soon as they took over the contract. Our property manager said they would look into it and we haven’t heard anything, keep having to chase (it’s now June). Then we find out she has left the firm and no one has communicated it to us. A week later and still don’t have an update. Still don’t know who our new property manager is.
Reply from Charmliving
Thank you for your feedback. We're sorry the departure of your property manager wasn't communicated to residents promptly — that was a failing on our part and we've addressed it internally.
That said, we'd like to set out what has actually been happening on your development, as considerable work has been underway. Our Managing Director has taken personal oversight of the site, and the following actions are now being concluded:
• The reported fly tipping was cleared the same day it was instructed.
• A CCTV specialist has been to site to scope an installation.
• On the gate: because the building is within a conservation area, planning permission is required before any gate can be installed. This isn't a delay of our making — it's a statutory requirement. We are securing the process and a quote for the planning application and gate design so this can move forward properly.
We took over this contract in May, and while we recognise the communication gap caused understandable frustration, meaningful progress has been made in a short time. A new property manager will be introduced to residents shortly. In the meantime, if you'd like to discuss any of the above directly, please call us on 020 3966 1693.
Charm Living
I was made aware of a leak on the 25th June 2026 by my rent agents who had contacted by the tenants about the issue. They had themselves contacted Perry at Charm Living who immediately contacted a contractor to attend the property. On the 26th June I received an email with a description and resolution to the issue, corroded water tank which was over flowing into the properties below. The resolution was to replace the water tank and renew pipe work that was damaged at no cost to myself or the tenant due to the buildings insurance on the block.
I want to say that the prompt action and resolution to this issue is fantastic and Perry is a credit to the company.
Reply from Charmliving
Thank you, Simon. We really appreciate you taking the time to share this. Leaks like this can cause a lot of disruption if not dealt with quickly, so we're pleased Perry was able to get a contractor out promptly and have the issue diagnosed and resolved with minimal impact to you and your tenant. We'll pass your kind words on to him – feedback like this means a great deal to the team. Thanks again, and please don't hesitate to get in touch if there's anything else we can help with. Best, Ben
Perry Williams was very helpful and responded quickly once he understood the issues. It was good to speak to someone who understood the issues I need sorting.
Reply from Charmliving
Thank you, Wendy – lovely to hear. We're glad Perry could help and get things sorted quickly for you. We'll pass your kind words on to him. Thanks again! Best, Ben
Good timely response and updates plus follow ups . Good start to management contract here ( kings hall )
Reply from Charmliving
Thank you, Simon. Timely responses, updates and follow-ups are the basics we want to get right, so it's great to hear that's landing at Kings Hall. We're committed to keeping this up throughout the contract, not just at the outset. Thanks for the positive start, and do reach out any time. Best, Ben
Just taken over the management of our building, reported an issue with the AOV and was handled swiftly, The company who attended and repaired the AOV were professional, courteous and dealt with the issue, good start for the management company.
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