London HMO has ‘no washing machines’ and a ‘ban’ on overnight guests

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Tenants of a Kensington HMO say they have been left without access to laundry services for over four months in the midst of a handover between property management firms.

One resident of the property in Queen’s Gate Terrace, Lucy, told the Local Democracy Reporting Service (LDRS) that she now spends up to £100 a month on laundry services after the previous management firm removed the facilities in May.

The firm, Bridgepoint Management Limited, assumed responsibility for running the building in mid-May and blames the issue on previous operators London Living.

However, tenants claim Bridgepoint had refused to provide new facilities until very recently.

They also claim that London Living removed cooking facilities and sent someone to remove tenants’ food from fridges so the appliances could also be stripped from the building.

A video shot by a tenant shows piles of fresh food on tables and counters after being removed from fridges.

HMO tenant Lucy has been left without laundry facilities for monthsFacundo Arrizabalaga/My LondonThe tenants claim they were left struggling to make basic meals for two weeks after the handover before the new appliances were fitted, although Bridgepoint provided small appliances in the interim.

Bridgepoint says the fridges, laundry and cooking facilities were removed by London Living without the permission of the freeholder.

The laundry issue, meanwhile, has rumbled on. Corinne Posner, 26, who lives in the property, claimed she has suffered from “panic attack on panic attack” since the Bridgepoint took over the building.

“It’s just the stress of everything – my mental health has severely deteriorated,” Ms Posner told the LDRS.

“I didn’t have a cooker. I didn’t have a microwave. Some of the cabinets downstairs were pulled out. Also the fact that my food was thrown away. My food spoiled. I haven’t had washing machines in four months.”

An email sent from Bridgepoint Management to residents in June said that washing facilities would not be reinstated because they are not a part of the written tenancy agreement. Kensington and Chelsea Council’s minimum standards state that large HMOs should have laundry facilities installed.

Facundo Arrizabalaga/My LondonWashing facilities have still not been reinstalled, although after being contacted by the LDRS, Bridgepoint told us it has sourced commercial-grade replacement laundry equipment. Bridgepoint Management said: “Prospective residents have been informed during discussions that replacement laundry facilities were being arranged.”

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Neither Wi-Fi nor a communal cleaner were reinstated until the summer, residents claim.

They say Bridgepoint had also asked them to hand over sensitive Right to Rent documents, tenancy agreements and pictures of their passports at a point when they were unsure the firm had the legal right to manage the building, due to what they claim was a lack of information given to tenants on the handover. London Living is understood not to have shared that information with Bridgepoint so the new management were unable to ascertain who even lived in the property.

Meanwhile Bridgepoint has applied for an HMO licence, as it needs its own now it’s taken over management of the property. It’s understood that London Living held an HMO licence previously. However tenants told the LDRS they want Kensington and Chelsea Council to reject the application because of the lack of laundry facilities, and because they feel Bridgepoint has caused them more stress with the handling of the changeover.

Ms Posner was served an eviction notice in July, after she says she withheld rent for the month of May, asking to pay a 50 percent reduction over the missing facilities. That threat has now been lifted after she paid up.

“I paid it that day. I had a panic attack. I went to the gym. I mean I live on my own and I’m 26. I live in a foreign country, I’m American. And to be served an eviction notice. If you read what it says, it’s very scary reading that,” she said.

Residents say that Bridgepoint Management Limited has also banned tenants from having any overnight guests. An email sent from the management to tenants states that any resident hosting an overnight guest would be “in breach of their Tenancy Agreement and House Rules”.

Blanket bans on guests are generally considered to be unfair in UK law, though Bridgepoint argues it does not have a blanket ban, adding that “reasonable house rules are in place to address security, unauthorised occupation, overnight guests and the safe use of communal accommodation”.

Another resident, Martha, said: “I feel very monitored and as if I’m doing something wrong, like I’m just always on my feet.” She said that family members or friends who come to visit have to pay to stay in a hotel, even if it is just for a night.

Lucy also told the LDRS that she found photographs of her bedroom, including personal belongings, uploaded onto SpareRoom without her permission.

“I was scared. Immediately my first thought was to call the police,” she said, adding: “There’s pictures of my family, all my belongings, private things.”

A spokesperson for Bridgepoint said: “Bridgepoint assumed management of 26–28 Queen’s Gate Terrace in early 2026, inheriting significant compliance, security and maintenance issues from the outgoing managing agent, London Living Group Limited.

“Since our appointment, Bridgepoint has worked alongside the freeholder to undertake a substantial programme of fire safety, electrical, maintenance and communal facility upgrades across the property.

“While the vast majority of residents have welcomed these long-overdue improvements, the transition to professional management and standardised house rules has faced opposition from a small number of individuals. Our priority remains ensuring a safe, secure and fully compliant living environment for all residents.”

Bridgepoint added that Section 8 eviction notices were issued following legal advice regarding rent arrears. It said that these were not related to issues raised about facilities or requests for rent reductions.

A spokesperson for the company added: “Bridgepoint is actively engaging with the Royal Borough of Kensington and Chelsea throughout the HMO licensing process, including facilitating inspections, providing compliance documentation and carrying out the necessary safety and remedial works.

“Since our appointment, substantial fire safety, electrical, maintenance and communal improvements have been undertaken. Our focus remains on ensuring that the property meets the appropriate HMO licensing and safety standards and is managed responsibly for the benefit of all residents.”

A Kensington and Chelsea Council spokesperson said: “We know how important it is that people feel safe and supported in their homes, and we take issues raised by residents in privately rented accommodation seriously.

“Residents can come to us with concerns about issues such as housing conditions, fire safety, overcrowding or the way a property is being managed. Our officers will investigate where appropriate and can inspect properties and take enforcement action if standards are not being met.

“The HMO licence application for 26-28 Queen’s Gate Terrace is still being considered, so it would not be appropriate to comment while that process is ongoing. Any decision will be made on the evidence available and in line with the relevant legal requirements.”

London Living did not respond to our request for a comment.