FirstPort: most-reported complaints
- Complaints in recent reviews
- 21% of 340 recent reviews analysed
- Most-reported issue
- Poor core service 35% of complaints
- Company replies
- 81% of negative reviews, typically within a day
- TrustScore
- 3.8 from 24,602 total reviews
- Review window analysed
- 2021-01-27 to 2026-11-09 916 reviews
- Sector
- Other sectors
Automated analysis of 916 public Trustpilot reviews published 2021-01-27 to 2026-11-09. TrustScore 3.8 from 24,602 total reviews — see the Trustpilot page. Quick answer: is FirstPort legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with poor core service, citing problems such as invoices that rarely add up and dramatic year-over-year cost increases. Support is frequently described as unhelpful, with customers noting they are repeatedly told to wait for responses from a Maintenance Manager. Additionally, many reviewers state that support is unreachable, mentioning blocked email addresses and difficulties in contacting the company.
What are the most common complaints about FirstPort?
| Issue | Share | Count | Trend | By month |
|---|---|---|---|---|
| Poor core service | 35% | 198 | steady | |
| Support unhelpful | 32% | 179 | steady | |
| Support unreachable | 30% | 169 | steady | |
| Overcharging | 17% | 96 | steady | |
| Billing errors | 16% | 90 | steady | |
| Other | 7% | 39 | rising since 2024-12 |
Poor core service
198 reports · 35% of complaints“The invoices rarely seem to add up, and the costs increase dramatically year after year.”
The company replied on 2026-08-26: “Hi, we're sorry that this has been your experience, please share your details with Trustpilot so we can escalate your concerns.”
Our classifier read this reply as a template response.
8 readers marked this review helpful on Trustpilot.
“The external drain pipe has been leaking for months”
7 readers marked this review helpful on Trustpilot.
“do not answer email”
5 readers marked this review helpful on Trustpilot.
Support unhelpful
179 reports · 32% of complaints“keep getting fobbed off that they are waiting for a response from a Maintenance Manager”
The company replied on 2023-09-28: “Good afternoon Jess, I am sorry to read your review, for me to look into this further please email me with your property address. Thank you, Hannah [email protected]”
Our classifier read this reply as a template response.
6 readers marked this review helpful on Trustpilot.
“Have been invoiced at the wrong time for the past 2 years”
5 readers marked this review helpful on Trustpilot.
“Since then they have claimed we still owe the sum due and have engaged solicitors to chase it. 2 years later they now say they've found and allocated the payment but are proposing to charge us late payment and solicitor ”
The company replied on 2023-05-24: “Good afternoon Linda, I am very sorry to read of your review. So I can look into this further for you, please can you email me with your property address and your query. Thank you, Paloma…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
Support unreachable
169 reports · 30% of complaints“blocked email address.... useless, now residents expected to pay £1,500 before Christmas”
9 readers marked this review helpful on Trustpilot.
“svc charges have tripled, no work is evident on the block and they do not respond to queries”
The company replied on 2023-11-30: “Good afternoon Jiten, I am very sorry to read your review. Please can you email me at [email protected] with your full address & your concerns so I can look into this for you. Thank you,…”
Our classifier read this reply as a template response.
6 readers marked this review helpful on Trustpilot.
“The manager we deal with has suddenly vanished and emails bounce back. The portal is not working either!”
The company replied on 2026-09-02: “Thank you for your feedback. You should receive a request from Trustpilot for more details which I can then use to escalate your issue.”
Our classifier read this reply as a template response.
5 readers marked this review helpful on Trustpilot.
Overcharging
96 reports · 17% of complaints“blocked email address.... useless, now residents expected to pay £1,500 before Christmas”
9 readers marked this review helpful on Trustpilot.
“The invoices rarely seem to add up, and the costs increase dramatically year after year.”
The company replied on 2026-08-26: “Hi, we're sorry that this has been your experience, please share your details with Trustpilot so we can escalate your concerns.”
Our classifier read this reply as a template response.
8 readers marked this review helpful on Trustpilot.
“we are not getting a refund”
6 readers marked this review helpful on Trustpilot.
Billing errors
90 reports · 16% of complaints“The invoices rarely seem to add up, and the costs increase dramatically year after year.”
The company replied on 2026-08-26: “Hi, we're sorry that this has been your experience, please share your details with Trustpilot so we can escalate your concerns.”
Our classifier read this reply as a template response.
8 readers marked this review helpful on Trustpilot.
“Have been invoiced at the wrong time for the past 2 years”
5 readers marked this review helpful on Trustpilot.
“charges will be incurred and you will be handed over to debt collectors”
The company replied on 2026-08-27: “Thank you for your feedback. You should receive a request from Trustpilot for more details which I can then use to escalate your issue.”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
Other
39 reports · 7% of complaints“the training was shocking”
10 readers marked this review helpful on Trustpilot.
“First Port are imposing on the residents, to increase their margins 2023/24 they are using inflation to massage the bottom line”
The company replied on 2023-09-01: “Good afternoon Roger, I am very sorry to read your review. For me to look into this further please email me with your property address. Thank you, Hannah [email protected]”
Our classifier read this reply as a template response.
7 readers marked this review helpful on Trustpilot.
“it is still not up to standard, and they still say it could be three years before it will be done”
5 readers marked this review helpful on Trustpilot.
How to reach FirstPort
These are the contact details FirstPort publishes on its Trustpilot profile, as of our last check on 2026-11-10 — phone 0333 321 4080, address The Lantern Building, 75 Hampstead Road, London, NW1 2PL, GB.
The company claimed its Trustpilot profile on 2017-11-20, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-11-06. Trustpilot ranks it 44 of 50 in Property Management Company. We last checked this profile on 2026-11-10 and found 10 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: FIRSTPORT GROUP LIMITED (no. 04352396), active, incorporated 2002 (24.8 years); next accounts due 2027-09-30, last accounts filed 2026-10-16. 3 current officers (17 on record historically), 1 resignation in the last 24 months; 11 filings in the last 12 months (170 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-11-11.
Forum footprint: 32 MoneySavingExpert forum discussions mention this company (browse). Roughly 1 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “FirstPort/Peverel may be VERY seriously harmful to our elderly people.”, “Barrett–Redrow freehold property on land maintained by FirstPort: what rights do homeowners have?”, “Anyone bought a FirstPort/OM/Peverel flat inthe last 2 years? / Restriction on title?”.
Elsewhere: 1.3★ on Google (332 reviews, as of November 2026) — a 2.5-star gap between its Trustpilot and Google scores.
TrustScore over time
3.7 → 3.8 across 9 census measurements since 2026-10-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal:
Show all 9 dated readings
2026-10-17 (83%, 0.6d) · 2026-10-20 (82%, 0.6d) · 2026-10-23 (82%, 0.6d) · 2026-10-26 (81%, 0.6d) · 2026-10-29 (81%, 0.6d) · 2026-11-01 (81%, 0.6d) · 2026-11-04 (81%, 0.6d) · 2026-11-07 (81%, 0.6d) · 2026-11-10 (81%, 0.6d).
Severity: 34% of this company’s 565 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In September 2026, 91% of 104 one-to-three-star reviews were 1★; in November 2026, 88% of 16.
Counted from September 2026 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 0.8 days between the experience and publishing their negative review (496 reviews record both dates).
What their policy promises
complaint process: 3 working days
“Acknowledge your complaint within 3 working days.”
complaint process: 15 working days
“They will aim to provide a response within 15 working days of being assigned the case”
complaint process: 15 working days
“They will aim to provide a response within 15 working days of being assigned the case”
complaint process: 8 weeks
“if 8 weeks have passed since you first raised your complaint, you can request an independent review”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-10-17.
Policy-page monitoring
We monitor this company’s published policy page. No change to the policy text has been detected since we started watching on 2026-10-19.
2 other page edits recorded (dates, counters, menus, banners, or edits we could not verify against the page text) — not listed
Automated change detection on the company’s own published policy page. A change is listed only when a term, price, time limit, right or contact route in the policy text changed; other edits are counted, not listed.
Measured reply time: across 443 negative reviews that received a public reply, the median wait was 0.8 days — the company profile reports an average of under a day.
Reply quality: of 443 company replies to negative reviews analysed, 26% engaged with the specific problem and 72% were generic templates.
Review provenance: 225 company-invited reviews in the recent window average 4.76★, while 115 organic (uninvited) reviews average 2.77★.
26% of its 242 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: poor core service makes up 35% of this company’s complaints vs a 16% median across 105 ranked companies in its sector.
Review velocity: 3,104 of this company’s 24,602 Trustpilot reviews (13%) were written in the last 12 months.
Other UK companies with evidenced “Poor core service” complaints
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See all companies by issue: Poor core service · Support unhelpful · Support unreachable · Overcharging · Billing errors · Sector table: Other sectors in the UK
Compare FirstPort with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-11-10.