FirstPort Reviews 

FirstPort has been an extremely disappointing managing agent. Residents are charged hefty service charges, yet the standard of service, maintenance and communication falls far short of what homeowners should reasonably expect.

The most serious example is the recent incident where 500+ families were left without any running water. Water is a basic necessity, and leaving hundreds of households without it is completely unacceptable, particularly for families with young children, elderly residents and vulnerable people.

This situation also raises serious fire-safety concerns. When an entire development is without water, residents are understandably concerned about whether adequate water supplies and associated fire-safety arrangements remain fully operational in the event of an emergency. FirstPort should be providing clear and immediate reassurance about what fire-safety measures remain in place during such an outage.

What is particularly frustrating is that residents continue to pay substantial service charges, yet when a major infrastructure failure occurs, hundreds of families are left dealing with the consequences.

FirstPort needs to urgently address not only the immediate water-supply issue but also the wider questions around building maintenance, emergency preparedness, fire safety and value for money.

Paying significant service charges should come with the expectation that essential services are properly maintained and that residents’ safety is treated as the highest priority.

A very poor experience and extremely disappointing service from a managing agent responsible for hundreds of homes.

Left without water supply to our entire building and other buildings in Hayes Village for over 12 hours and counting - still no response and very poor communication.
Would have at least appreciated temporary water supplies but unfortunately nothing yet.
This is not the first time, during peak winter we went approx 5 days without any running hot water. Thankfully we have no vulnerable children or adults living with us.
Hopefully this review is read and understood by the superiors at firstport/barratt homes

Urgent Water Outage, No Real Response

We are current residents of Hayes Village, and there has been no water supply at all since yesterday evening — over 15 hours now.

We reported this repeatedly from 9 pm yesterday. All we are told is that an "engineer is on the way" — but no one has actually turned up, and no one seems to know where they are. We spent the whole night and day without water for basic essential use, with children in the household.

Having no water is not a minor inconvenience — it directly affects basic human needs. Sadly, this is not the first time we have experienced this level of mismanagement.

We respectfully urge FirstPort to treat this as an emergency, communicate honestly, and provide a real solution — not repeated promises.

Firstport have never supported with any issues occur on their property. They keep passing issues from the developers to the landlords to external agencies. Communication is extremely poor. 500 people in 5 building ahve been without water for over 15 hours and there has been no action taken to resolve this. They are not able to organise a simple inspection of the property to identify the cause nor send an engineer to investigate.

There has been no water supply in Hayes village, and I am concerned that no one has arrived to assist us even after twelve hours.

We have had no water for over 15 hours and this has affected 300 flats across the Hayes village development. The water first cut off at 9pm and when we contacted FirstPort as soon as it happened they said someonone will be there in the morning between 8-9am. It is now 1pm and they have still not sent anyone. This is a huge health risk and should have been an urgent priority and we should have had a team onsite within the hour of raising the issue. I am very very disappointed in the way in which FirstPort have handled this situation.

If I can give zero star should be reasonable.

Not proactive service, rely on remote phone conversation to deal with emergency issues, horrible management process.

I am serious to write this complaint regarding the no water supply including hot water issues in Hayes Village on 11/9/2026 from 8:30pm.

We called First Port out of office hour phone number, the agent said would follow up. However, no further update or any emergency announcement or additional support afterwards.

On 12/9/2026 morning time, a sms send out regarding the engineer might come to visit around 8-9 but nobody can see. Around 9:50am, First Port inform that engineer might come around mid day. Since we are locate in London and I do not think need so much time send the engineer for the checking.

After 2:00pm on 12/9/2026, Willow Pumps engineer approach technician on site and confirm that the internal pump failure trigger this issues.

During out of water shortage, I cannot wash after dinner and no shower including toilet flush. I need to rent a night at hotel to clean my body due to hygiene concern. Thus, I request to reimburse and compensate my loss of water and extra expenses.

I am resident of Hayes village, and from 11 th September Friday we are out of water. Almost more than 500+ residents dont have water to drink, no water in washroom, upon repeatedly escalating , reporting still the matter is not handled on priority. They don't have proper ETA , neither escalation channel. According to to them since its weekend there is no manager to escalate, how lame this is when the incident reported is more than 14 hours, and people are out of water basic need of survival and sanitation. Till now it remains unresolved. Mind you each and everyone is paying service charge to this kind of service by First port. No proper responsibility taken and this is not the first time it has happened before. And surprisingly they don't have any emergency plan, or backup for this kind of incident . So we are absolutely not happy with their service and not only me all the residents here at Hayes village feel the same. No water tanks , no bottled water has been provided as alternative.If i could give zero i would have given the same.They are not worth any stars

Extremely disappointing management from FirstPort.

Around eight buildings at Hayes Village have been left without running water since around 9pm yesterday. Despite the scale and urgency of the issue, no engineer attended overnight. Residents were then told an engineer would attend around 8–9am the following morning, but this did not happen as communicated.

Residents have been left without basic water, sanitation and washing facilities, with inadequate emergency support and communication.

We pay substantial service charges and expect far better emergency management when essential services fail. This situation has seriously undermined my confidence in FirstPort’s ability to manage the development.

Extremely poor property management and completely unacceptable handling of an essential service failure.

Our development at Hayes Village has been without running water for over 12 hours, affecting more than 500 residents across four blocks. Despite the seriousness of the situation, there has been no meaningful response or clear plan from the property management team.

Residents have repeatedly been told that “an engineer is coming”, yet hours have passed with no engineer arriving and no proper explanation of what is happening. Updates have been repetitive and unhelpful.

Having no water supply for this length of time is a major issue, particularly when hundreds of residents are affected. At the very least, we expect urgent action, honest communication, regular updates and appropriate emergency arrangements while the problem is being resolved.

The lack of urgency and communication has been extremely disappointing. Residents pay substantial service charges and should be able to expect far better management when something as fundamental as the water supply fails.

Very poor service generally. Left over 400 residents without water for 15hours and counting

Extremely poor service, leaving nearly 500 residents with no water for already 14h. Zero support.

Extremely disappointing experience with FirstPort. The customer service has been extremely poor, with a serious lack of compassion, care and urgency when dealing with residents.

I was particularly concerned to find that there appears to be no clear protocol or appropriate support for vulnerable customers, even when serious circumstances are explained to them.

Repairs also seem to receive very little urgency unless multiple residents raise the same issue. Communication from management is poor, complaints and calls are not consistently followed up, and residents are often left chasing for basic updates.

There is a clear lack of communication, accountability and respect for residents. When people are paying management and service charges, they should be able to expect basic customer care, timely communication and proper support when problems arise.

FirstPort needs to seriously improve its approach to customer service, communication, complaint handling, repairs and support for vulnerable residents.

I would avoid purchasing any home managed by First Port.

First port at Hayes village are abysmal. No running water for 16 hours, engineer not due for another 2. Zero comms, zero support. Outside of this, frequent safety issues in relation to tiles, broken lifts and lack of cctv

Extremely disappointing property management. Around 500 residents across 8 blocks were left without a water supply for more than 15 hours, with little to no support or meaningful communication from the management team. We also filed a formal complaint about a previous unplanned water outage and have still received no response. It is completely unacceptable to leave hundreds of residents without such an essential service and simply do nothing.

Daniel is very helpful, gets things done and looks out for the residents

Thank you so much for getting the broken gates fixed so quick, amazing service!
And a Big thank you to Maisy for the quick coms. Very impressed, thank you.

Clean estate, kept tidy

Lonnie our PM has always been reliable visiting site often . Handover from previous FP PM could of been more comprehensive especially as FP has brought a lot of processes into play in order to ensure a consistent approach, compliance with legislation & best practice, and improved customer service which has initially instigated more cost however given we instruct FP to manage the Albions I feel we are now getting better value for money. Lonnie has always communicated well and been open to discuss areas of concern with directors and acted fairly quickly. The directors on occasion do have to prompt for updates on some areas but this is always acknowledged and responded too.
Her experience and contacts has helped keep our costs down with the instruction of some site contracts.
The FP portal is not that user friendly so it’s great to have Lonnie as our PM

I received an email
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"Dear X Xxxxxxxxx

I'm always looking to provide the best experience possible to everybody at Mallard Court, and your feedback plays a vital role in helping me continually improve the service I offer you.

I’d love to know how I'm doing and would be grateful if you could please take a moment to leave me a review on Trustpilot. How am I doing at Mallard Court?
Thank you for your time and support.
Stephen
Development Manager
Mallard Court"
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I find it difficult to comment on your performance as you have refused to speak to me since 11 August 2025
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Update - I received a reply today (14 Sept 2026) to my review from FirstPort
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"Hi David, the area manager has responded to you recently, thank you."
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The Area Manager was last in contact with me on 16 June 2026 and that was on another matter completely. So it appears that FirstPort, as an whole organisation, are refusing to talk to me