"Ella Kitching makes Arthur much easier…"

Ella Kitching makes Arthur much easier to understand. She is extremely pleasant to deal with. The tutorials with her are very helpful and always replies very quickly to any queries.

"Daily system crashes "

We have been using Arthur for over a year now, it took time and a lot effort to migrate to the new software.
We had some bugs and issues in the beginning but we thought it was teething problems.
However, now that we are a year later it has become nearly a daily occurrence where the system crashes and the system just works awfully slow.
It is like a gamble logging in, not knowing if you would be able to work today or not.
If not for the headache of moving over to another software we would have left long ago.
Spare yourselves the headache.

"Constant Problems with Bugs & Painfully Slow More Often Than Not"

This software has been persistently having problems. It appears that they have bugs in the system on regular basis which has seriously affected our work. It has been very slow in refreshing each page on a daily basis in a week in a row! Not Acceptable!

"Even with an open mind this software is underperforming."

We've been using the software for a few years now as an agency. I have had to create a spreadsheet log to keep track of the issues as there are so many.
I try to be open minded to the reasons for bugs or poor support, but it has been getting worse and worse. I raised an issue regarding Property Remittance Floats being incorrect - a landlord may have hundreds of pounds in our client account, but the remittance statements say £0.00 even though their float statement displays the correct figure, which is obviously concerning for them and looks unprofessional for us!

The report was raised 6th December 2023. Acknowledged a few days later and the bug still remains on the 24th Jan 2024. Their service level agreement says that all issues will be resolved within 21 days....but I have now had several instances where this has not been the case.

The time wasted has been considerable. I can only guess that it now runs into the tens of hours to correct issues. And the issues are software related and not user (i.e. me) related which makes it even worse as I'm paying considerably for the privilege of wasting my time.

The only support for a basic user is via their chat online, this takes HOURS to get a response even though their average wait time suggests minutes. In fact I have an active chat open right now and I sent a chaser message 2 hours ago after not being responded to 1 hour before.... My emails sent directly to their support email address are received but ignored.

It is disappointing because I think the company has been sold in 2022 and now receives minimal managerial support. This trend is getting worse and the trajectory will result in customers having to leave.

Update 27/02/2024
After a quick initial response to this public review (1 day) we still have the issue after several promises to fix.

"ARTHUR FIX-FLO INTEGRATION"

I have used Arthur for the last 4-5 years, and am on the standard package as I have a small portfolio of 30 units. I also just use basic and limited functionality, and it has served its purpose. I have been looking to broaden use and recently added on the Fixflo integration. My units are relatively new, so I do not have large volumes of issues, but it seemed a good point to start inviting my tenants to use the Occupant app and access Arthur for not just raising issues, but also accessing statements etc ... The result is that after two months, of the four separate issues raised by different tenants in different units only one issue has seamlessly integrated into Arthur to create a task. It has been very clear a) that there is a serious lack of support as a basic user as I have chased and followed up with almost 30 e-mails in two months with responses being glib and uninformative in most cases, b) that there is a lack of process (a ticket was only issued a while after the original incident, and appears to have been closed even though the issue remains unresolved, c) that there appears to be no desire to find out the fault in the process and that i am wasting support time and d) worst of all ... my tenants and customers being asked to raise issues again after I have sold them a super streamlined integrated solution that saves them time. How wrong!

"Anthony solved my query quickly and…"

Anthony solved my query quickly and efficiently as always. The support team at Arthur is always top.

"Awful"

Awful. I have been using Arthur since they were a start up, when they promised me the world. Since then they did not fulfil any of the promises they made, and continue to be a buggy, poorly designed (in a software sense) mess.

Getting hold of them is impossible.

Right now, the system is down and there is no-one we can turn to for help as nobody is answering their phones.

"Leaders in the industry for obvious…"

Leaders in the industry for obvious reasons once you start using them

"Nigel is fab and informative"

Nigel is fab, really helpful and informative

Unfortunately my process for trying to book the demo/training wasnt a positive experience. The first one the system allowed me to book on a Saturday, sat for an hour and no one arrived to be told that they dont open Saturday. Second session booked no one turned up as trainer was off sick and no one told me. Complained and if I am honest Nigel has turned my experience around. He called to check I had the link and was on time. Really patient, knowledgeable and nothing was too much trouble. Has also said he s happy to have questions and queries asked and he s not always available straight away but will always come back to me. So reassuring. We are also going to have more sessions in the future.
Thanks Nigel you have been amazing and restored my faith.

"The support from the team at Arthur has…"

The support from the team at Arthur has been second to none. We have had lots of questions and needed a ton of guidance whilst setting up and can't fault the service we have received, particularly from Subomi who has spent hours quite literally holding our hand through the process. He is very knowledgeable and always gets back to me within a matter of minutes.