Riverstone Heights, E3

Manager response

Thank you so much, Doro, for your wonderful feedback and for taking the time to share your experience. We’re delighted to hear that you’re enjoying the facilities, convenient location, and the support from our building management team. We appreciate your comment about the utilities information — thank you for highlighting this. Please note that a welcome email was sent at the start of your tenancy, which included full details about the utilities (Wi-Fi, water, and electricity) and how they are managed. If you’d like us to resend it or clarify anything, we’d be more than happy to do so. We’re so pleased that you’re enjoying your home and community here, and we truly value having you as a resident. Warm regards, Darek

Manager response

Dear Lining, Thank you for your review and your feedback. We really appreciate you taking time to write about your experience and suggestions. We are glad to hear that you are happy with the service we provide and handle any maintenance issues promptly. At Riverstone Heights we are very proud of our communal areas for our residents however we don't have a capacity or space for gym or additional underground parking space for visitors. A lot of our residents find the gym which is just 1 minute walk away very convenient. Sorry to hear about your mattress, we use mattress protectors for our apartments and always make sure there is a new one for the beginning of the tenancy. If this wasn't a case please reach out to us and we will be able to provide new mattress protector for you. If the orientation of your apartment wasn't mentioned on your viewing, you could always ask as all our staff know the all the apartments very well. Your apartment is facing north with kitchen window to the east. We hope you continue to enjoy your stay at Riverstone Heights and reach out to us if you need anything Kind regards, Kristina

Manager response

Dear Patricia, Thank you for taking the time to share a review of your stay at Riverstone Heights. We're very pleased to hear that you had a wonderful experience with Helga and our resident hosts – your kind words are truly appreciated. Regarding your comments about the hosts not always being present at the reception desk, please note that, unlike concierge staff, resident hosts also attend to various tasks throughout the building; for example carrying out patrol and safety check, assisting other tenants, doing viewings or induction for new residents. For any urgent assistance – such as being locked out if you left your keys at home – we encourage residents to contact the WhatsApp number provided or call the Riverstone Heights direct line. This ensures timely support, particularly in situations where waiting outside could be uncomfortable. Concerning your point about parcels, we do have a designated parcel room where delivery companies are instructed to leave packages and use the parcel lockers. However, tracking and delivery accuracy remain the responsibility of the courier. If a package goes missing, we recommend contacting the delivery company directly to review any tracking information or delivery photos they may have. With regard to our communal areas – including the co-working space, private dining room, and residents’ lounge – these are available for residents to use free of charge. A fee is only required when reserving these amenities for private events on the 27th floor. We believe this provides added value and flexibility compared to hiring external venues in London. We’re sorry to hear that the location did not meet your expectations. We understand that preferences vary – some residents appreciate the residential atmosphere and proximity to transport, while others may prefer to be in busier locations on London to have everything right outside your doorstep however we do discuss this at the point of viewing Riverstone Heights where people have the chance to see the surrounding area before their arrival and decide wheater this is the right place for them. Regarding the cleaning concerns, we regret that the initial issues were not reported sooner. Unfortunately, by the time we were informed (a few weeks after move-in), we were unable to follow up with the original cleaning company. However, our records show that we did arrange for a cleaner to visit and address the concerns you had, and we hope this helped improve your experience. We were particularly troubled to hear about the inappropriate comments and behaviour by contractors on-site. This is unacceptable and should have been reported immediately. Please email us directly at riverstoneheights@wayoflife.com with the date, time, and any details of the incident so that we can complete an incident report and escalate the matter to the contractor’s company management team. Your safety and comfort are a top priority, and we take such matters very seriously. We hope you continue to enjoy the aspects of Riverstone Heights that you value. Should you have any further concerns or need assistance, please don’t hesitate to contact management or speak with a resident host. We're here to help. Kind regards, Darek

Manager response

Dear Frank, Thank you very much for your thoughtful feedback. We are delighted to hear that you find both our team and the facilities to be of a high standard. It’s wonderful to know that our staff, especially Saad, made such a positive impression with his patience and support. We also appreciate your comments regarding the parcel collection area. Your feedback is valuable, and we will continue working to improve the process to make it more efficient and convenient for residents. Unfortunately, some delivery drivers do not always scan parcels correctly, which means a code is not generated for easy collection from the locker. Please be assured that we are constantly reminding drivers to follow the correct process, and in the meantime, our team will always be happy to assist you if any issue arises. Thank you again for taking the time to share your experience. We are committed to continually improving our services and ensuring your satisfaction. Kind regards, Darek

Manager response

HI Lewis, Thank you so much for your thoughtful feedback! We’re delighted to hear that you’re enjoying the shared spaces, rooftop terrace, and facilities, as well as the overall décor and upkeep. We truly value your kind words and look forward to continuing to provide you with a great living and working environment. Kind regards, Darek