In my experience, the building itself has also declined over the years. The second-floor lounge is often not properly maintained, with stained furniture and cleanliness issues. The coffee machine and facilities are frequently out of service, the second-floor bathroom was unavailable for months with a very unpleasant smell, and the gym has poor ventilation and often smells strongly of sweat. The quality of some materials used in the apartments, especially the bathrooms, feels poor and deteriorates quickly. When I first moved in, cleaning support was offered, but later residents were expected to pay for services addressing issues that many tenants were experiencing. Regarding my tenancy, I was told verbally that one month’s notice would be sufficient, so I provided my notice on 9th July, with my contract ending on 6th September. However, I was later informed that they calculated the notice period differently, resulting in them expecting me to stay until the end of September. This lack of clear communication has been extremely frustrating. I had heard similar concerns from other residents before, but I never judged until I experienced it myself. Sadly, my own experience has shown me why some tenants felt disappointed. My advice to future residents: get everything confirmed in writing, ask detailed questions before moving in, and carefully consider other tenants’ experiences before making a decision. A very disappointing experience after 4 years of living at Newfoundland.

We were tenants at Vertus from 2022 to 2026 and, until the end of our tenancy, had been very happy living here. Unfortunately, our experience with the Renewals team completely changed that. Following the changes introduced by the Renters’ Rights Act, Vertus emailed residents stating that “no action was required.” As our tenancy was due to end shortly afterwards, we reasonably understood that our planned move would proceed as expected. It was only when we contacted the Renewals team to arrange our move-out that we were told Vertus considered us liable for a further two months’ notice. What disappointed us most was the way this was handled. We had been reliable tenants for five years, always paid our rent on time and, over the course of our tenancy, paid well over £150,000 in rent. Despite this, there was no attempt to understand our circumstances or find a practical solution. Every response from the Renewals team felt like a standard template repeating company policy rather than engaging with the specific issues we raised. Vertus later acknowledged that its communication “may not have been sufficiently clear” for tenants approaching the end of their tenancy, yet still refused to exercise any discretion. We also raised published government statements and industry guidance that appeared to support a different interpretation of the new legislation, but these were dismissed without explaining the legal basis for Vertus’ own interpretation. We appreciate that legislation changed and landlords must comply with the law. Our disappointment is with the customer service. When a genuine dispute arose, we expected a long-standing tenant relationship to count for something. Instead, the approach felt rigid, impersonal and focused solely on enforcing policy. It’s a shame that five positive years ended this way. Based on our experience with the Renewals team, we would think carefully before renting with Vertus again.

Design looks fancy with new facilities. However, building and property management are poor given how much it charged to tenants. Since I moved to this place in March, there have been four major water outage. The management give no timeline for repair

I live at 8 Water Street, managed by Vertus. On 17 October 2025, a ceiling hatch in our bathroom suddenly fell and hit me on my head, causing a documented head injury and concussion (A&E visit, ongoing follow-up). This was a serious health and safety incident inside a relatively new, high-end rental building. Despite that, as of 3 March 2026 (five months later!): The ceiling hole in our bathroom still has not been repaired at all. There has been no straightforward acceptance of responsibility from Vertus, Canary Wharf Group or their insurer. We’ve had to chase repeatedly just to get partial updates and vague promises. The building itself looks nice from the outside, but our experience of how Vertus has handled a very basic safety failure and a vulnerable resident has been extremely disappointing: slow, defensive, and lacking in ownership. If you are considering renting here, be aware that when something goes seriously wrong, you may be left chasing for months for basic repairs, clarity, accountability and still get nothing.

Living in a Vertus-managed building was an exercise in frustration from start to finish. Despite being marketed as “premium”, the building suffers from persistent, unresolved issues: lifts regularly out of service for extended periods, bin chutes frequently broken, a documented fly infestation in the building in 2025, and promised quarterly window cleaning that simply never happened. Communal areas such as corridors and shared spaces were often poorly cleaned and inadequately maintained.