Thrive Homes Reviews 28

Put one star as not aloud 0 stars tried calling., tried email to no avail a joke really. Left a review on thrive site in the hopes of a response still you never know what a complete waste of time this lot are.

We have just completed on our first family home, and it wouldn't have been possible without the support of Thrive.

Buying a house is incredibly stressful, but the process was made much easier with the help of the Joesph at Thrive. Using the shared ownership scheme has allowed us to get on the property ladder, something we didn't think would be possible.
Thank you to Joseph, Stephen, and the rest of the team for everything so far.

This issue began in November 2024, when Thrive Homes provided Veolia (waste management) with an incorrectly programmed entry fob for our bin store. As a result, the bins were not collected as scheduled for months. Despite repeated contact from residents trying to get this resolved, it took over six months for Thrive to fix an issue that was entirely of their own making.

During this time, waste built up to an unacceptable level. The bin store became infested with maggots, and foul odours regularly wafted into our brand new home. I am immunosuppressed, something Thrive Homes are fully aware of, and this situation posed a serious risk to my health and could have resulted in hospitalisation.

Throughout this period, Thrive Homes repeatedly went radio silent despite numerous attempts to contact them. It was only after I threatened to contact my local MP and Environmental Health, out of sheer desperation at being ignored, that a Senior Estates Officer finally got in touch.

Due to the total lack of communication, I raised a formal complaint. As part of this, I questioned if residents were being charged via the service charge for external contractors to remove waste and clean the bin store, when the entire issue arose from Thrive’s error in programming the fob and their failure to resolve it for six months. Thrive admitted the fault was theirs, so it was reasonable to expect residents would not be charged.

I raised this at Stage One of the complaint process in early June 2025. The complaint was acknowledged on 10/06/25, meaning I should have received an outcome within 10 working days, in line with Thrive’s own policy and industry standards. On the final day (24/06/25), I was told the deadline had been extended to 08/07/25. Thrive then agreed to confirm whether these costs were being passed on to residents within 15 working days (deadline 29/07/25).

That deadline was missed with no communication. I chased on 13/08/25 and was repeatedly told the matter was being “chased”. After two months of being fobbed off, I escalated the complaint to Stage Two on 07/11/25. This was acknowledged on 12/11/25, with a 20 working day SLA, giving a deadline of 10/12/25.

On 10/12/25, Thrive finally admitted they had unfairly charged residents to rectify their own error and that refunds were owed. As part of the resolution, Thrive promised to write to residents by the end of December 2025 to apologise and explain how refunds would be processed. They also stated that if residents did not respond, Thrive would proactively contact them again by March 2026.

As of 15/01/26, no such letter had been received. I emailed to query this, as yet another Thrive deadline had been missed. Two weeks later, there has been no response whatsoever. I advised Thrive that unless I received a substantial response by midday today, I would be escalating the matter to the Housing Ombudsman, which I am now doing.

The bottom line is this: Thrive Homes show a complete disregard for basic communication, their own SLAs, and industry standards. The fact that they charged residents for their own mistake is bad enough, but their failure to resolve matters or communicate honestly is unforgivable.

This has been ongoing since November 2024 and, even now, it is still not fully resolved. I would strongly caution anyone dealing with Thrive Homes to be prepared for delays, silence, and a lack of accountability.

UPDATE - your reply is meaningless as the collections were sorted. It’s the refunds owed from Thrive to residents and Thrive’s complaints team ignoring my requests for an update now a month overdue that is the issue. It’s amazing how a response to a review is more forthcoming than staff replying to emails!

Posted a review highlighting aweful customer service last year. As of today, still no resolution despite promise from Thrive.

Shocking neglect by @ThriveHomes.
Over six months ago, a car crashed into one of their maisonettes at Swallow Mead, Caddington (LU1). The tenant was rehoused, but the property has been left empty, damaged, and decaying ever since — in the middle of a modern, well-kept development.

How can a housing association that claims to “care about communities” leave a home in such a disgraceful state for so long? Totally unacceptable.

@ThriveHomes — when will you take responsibility and repair your property?

Absolutely ridiculous and disgusting

To sort anything out taking ages

Great experience . Very responsive team and well led. Excellent customer care .All my questions were answered appropriately
Joseph Grant excellent coordination skills great passion for his job . Graham very helpful and Rachel .A great focused team indeed .
Thank you and Best wishes .
Mercy

DONT DO IT!
Our house is amazing, yes, dream home!
But Thrive itself, AWFUL!!

Its taken over 6 months to get a valid response to a query and work to be undertaken on a property Thrive own. They will not take responsibility and have been horrible to deal with. No responses and nothing but lies. Stalling techniques as they don't want to pay for the work on their property.

Shocking behaviour to what is now a dangerous situation for the the home and neighbours

I want to thank Joseph Grant for his help in securing my new home and mortgage. There were delays and difficult moments but Joseph helped to make those stressful moments feel smooth. His genuine care, clarity and patience, guided me through the whole process. He went above and beyond to make sure everything stayed on track and I felt confident and informed throughout the journey.
I am now happy in my new home and I know I could not have done this without Joseph.
Thank you, Joseph for making this dream a reality!

Am so happy with my new home at the Parkside development in Watford. From viewing to getting the keys took around 10 weeks. Everyone at Thrive were very helpful and personable. The property itself is gorgeous and I feel incredibly lucky.

I highly recommend Thrive Home Watford. The development is great located and the flats are made with last generation materials and tehnologie.
Staff is very helpful and answering to all your questions very quick and are there to support you with every step you need to do .
Doina

We always knew we'd have the odd delay buying a new-build, but as the months went we didn't always think that our dream home would be ours. However, both Rachel and Joseph from Thrive were instrumental in making our move happen. Joseph remains present on the development and is always a welcome visitor, showing empathy and humility throughout our exchange/completion processes and moving mountains to move us in! As I said, we got there in the end, and that fifth star is only missing due to us having to wait a bit longer than we had first hoped

Buying our Shared Ownership home was a long process (due to building and paperwork issues), but once Rachel from Thrive took over, we were kept fulling informed of any delays and given solid reasons for why.
Joseph has been nothing short of exceptional- he is truly an asset to Thrive as, without him, I think many completion dates would have been pushed back again. He has popped by a few times whilst on the site to check everything is OK and helped us remedy anything needed.
If it weren't for the delays, Joseph would get Thrive a 5* review just for his part.

Joseph have been very reassuring in dealing with me as a first time buyer as he was always available to answer all my questions and made me feel very secure in purchasing this property.
I will definitely recommend the company and particularly Joseph to friends and family who are seeking to purchase.

Frankly even though I'm yet to reach completion date but nearly there, Joseph has been absolutely fabulous my guy damn good at his job I really appreciate him. From helping me understand the forms to helping me fill them properly,his attention to detail nothing short of professional and very respectful lad.
I look forward to continuing work with him to my completion date,bravo Joseph and thank you.

I had a very good experience with the process of buying my flat. I want to mainly thank Joseph because he was very helpful through out the whole process, keeping me constantly updating and helping me with any issues or questions.

Water leak on the 23rd Dec from tap under the sink. Thrive Homes sent out 3 plumbers who could not do anything the third one took the tap away told me to purchase a tap and someone will fit it. No one will do anything until 2nd Jan leaving two disabled people over 70 with out any water in a kitchen....

Charging remedial works to residents via service charge rather than putting in NHBC claims unless prompted.

Really poor HA, overcharging on service charge estimates, refunding in the region of £1,000 a year per resident, then increasing estimated charges in line with RPI.

Very difficult to get even minor faults remedied, took 3 months and 4 call outs to get communal locks changed last year and 4 months and 3 visits to get an unsecure foul inspection chamber sorted.

Pretty useless!!

I find it inefficient, that it takes two employees who I believe to be neighbourhood officers, to unexpectedly turn up at my door to discuss entry in to a communal garden, which could have been addressed by phone/email. But when I was subjected to an aggressive and abusive neighbour, said neighbourhood officers were nowhere to be seen. In fact, I'd never even met them until today.
Elevating garden access above tenant welfare demonstrates a skewed perspective on their priorities.
It's a shame they weren't so proactive on addressing antisocial behaviour as promptly as they are over garden access.