Manager response

Hello Pierre, Thank you for taking the time to share such detailed feedback. We’re genuinely sorry to hear that your experience did not reflect the standards we aim to provide, and we appreciate you explaining the challenges you faced. It’s clear that several aspects of your time in the building caused ongoing frustration. This is not the impression we ever want residents to leave with, and your comments highlight areas where we must do better.  We’re pleased to hear that you’ve enjoyed everything the Canary Wharf neighbourhood has to offer - from its mix of shops, bars and restaurants to the sense of convenience and connection the area is known for. At the same time, we fully understand the concerns you’ve raised about night‑time antisocial behaviour. While these issues fall outside of the building itself, we recognise the impact they can have. We’re also sorry to hear that you felt undervalued as a long‑standing resident. That is never our intention and your comments about your move‑out experience will be shared with the relevant teams. We truly value your four years with Vertus, and we regret that your experience did not reflect the service we strive to deliver. Thank you for your feedback and if you would like to discuss any of your points further, please feel free to reach out to us directly.

Manager response

Hello Alice, Thank you so much for taking the time to share your feedback.  We’re delighted to hear that the development is meeting your needs and that the building’s upkeep, design and communal spaces are contributing positively to your experience. It’s also wonderful to know that our front desk and onsite teams have made a warm, helpful impression -  we’ll be sure to pass on your kind words. Thank you as well for highlighting that receiving the welcome pack ahead of the move-in date would have been helpful. That’s really valuable insight, and we’ll look into how we can improve our pre‑arrival communication to make future moves even smoother. We truly appreciate your recommendation. 

Manager response

Hello Mark, Thank you so much for taking the time to share your experience. We’re thrilled to hear how much you’re enjoying the building, from the welcoming atmosphere and beautifully maintained spaces to the lounge and first‑class gym facilities. Creating a home that feels warm and comfortable  is incredibly important to us, so it’s wonderful to know these features are making a real difference to your day‑to‑day living. It’s also great to hear you’re enjoying the wider area - feeling safe, well‑connected and close to the things you love is exactly what we hope our residents experience.  We’re sorry you experienced an issue with the hot water, and we truly appreciate your patience. We’re delighted that the concierge team were able to support you quickly and effectively - your feedback will mean a lot to them. Thank you again for your recommendation and we’re so pleased you love living here!

Manager response

Hello Dream, Thank you for taking the time to share your feedback - we really appreciate your balanced and honest comments. We’re pleased to hear that you like the overall design of the building and that you’re enjoying the brand-new facilities. As a newly delivered building, we understand there can be details in everyday use areas that take time to refine and your feedback is helpful as we continue to make improvements. It’s also reassuring to know you feel the management team is doing their best to keep on top of things during this early stage. It’s great to hear that you’re enjoying the area, particularly the sense of security and the range of nearby amenities. We appreciate your patience with the ongoing construction activity around the neighbourhood. We’re glad to hear that any issues raised so far have been handled promptly by the building management team, and we’ll continue to work hard to maintain that pace as the building settles. Thank you again for sharing your experience. Your feedback is invaluable in helping us improve the service we provide.