"Worse than useless"

It's a reflection of how messed up the whole property business is in the UK that Mainstay are still trading. They don't deserve to be. Impossible to get hold of anyone and almost as impossible to get any kind of service when you do. Avoid if you can, and if you have no choice then I feel your pain.

"Jemma is UNCONTACTABLE"

I signed a lease agreement for a flat with Mainstay in early December 2021. Prior to signing I made it very clear that when my partner rejoined me in the UK that she would need to be added to the tenancy agreement immediately so that she could live at the same residence and for proof of address for future visa purposes. Mainstay and Jemma were reminded of this multiple times yet when it was brought up in December Jemma just said "your partner should not live at the flat until she is on the lease agreement" and asked for documents without specifying which documents exactly. After sending through right to residency and other such documents we were immediately sent back an "away for holiday" email. Jemma has had the documents necessary (employment and immigration paperwork) since 8th January 2022 but still has not contacted either of us back (as of today's date 01/02/22).
Whenever you call the office whoever answers always says that she is in a meeting or that she will call back and she NEVER EVER does. If this causes an issue down the line with the Home Office we will be sure to show them the paper trail showing the negligence on the behalf of Mainstay in helping to obtain the necessary paperwork to show my partner and I living together.

"Poor service from Mainstay resales team impacting sale of our property"

Both myself and our Solicitor have tried to obtain specific confirmation from Mainstay Resales team for several months now and despite raising escalations to their ‘managers, they seem incapable of responding to straightforward questions, which nevertheless require confirmation eg have all actions for their current fire safety report been completed and position re. cladding. As a consequence, 2 questions they have failed to respond on for several months, have managed to delay the sale of our property. Poor service Mainstay, sort your act out, as if we delayed on paying our service charges, you would find the time to send a menacing demand letter.

"Reading all the reviews i totally…"

Reading all the reviews i totally sympathies and understand everyone’s frustration with this company. They are inept sharks. Ever lasting of costs going up. Poor customer service and no word response from the Propety manger. I’ve requested a door closure to be installed on the main door to the building because of the door constantly bouncing open all the time shaking the building and leading it to remain open 99% of them. This leading to constant intruders just walking in whenever they want. Security breach. I’ve been chasing this up since November 2021!!
Am I asking for too much? Bills get paid on time all the time and I hear nothing from them. This breach is purely on mainstay for not honouring there end of the agreement.

"The Service charge for Bathing place…"

The Service charge for Bathing place Court in Witney nearly Doubled in 2021 due to unforseen issues like roof repairs, external and internal decorations, I was assured that in 2022 the service charge would be reduced, I have a bill now for 2022 that is the same as last year with no explanation as to why its so much? I will be making a complaint to the Property Ombudsman! - edit: to be fair to mainstay, they did email me back and it seems they made a mistake in the figures and will re-issue bill, lucky i remembered the situation from last year !

"If I could give zero stars I would."

If I could give zero stars I would.
This company is appalling
I was completing a remortgage and due to a maintenance charge On my freehold property my solicitor had to gain permission
We sent multiple requests
I spent numerous hours on hold chasing
I then made 2 complaints via email they were escalated to stage 2 and acknowledged then never responded.
In the end my solicitor completed without their consent as they were so appalling and I am still awaiting a resolution to my complaint but yet still need to pay my yearly maintenance charge for this year.

"Terrible Customer Service"

Terrible Customer Service. Informed them that a family member had passed away in April 21 and they continued to send her bills and threats of further action. Tried to contact them on several occasions to discuss the account but no one gets back to me. Avoid this company at all costs.

"Is there even a resales team?"

Impossible to get a hold of the resales team by either phone or email. Called on several occasions only to be on hold for more than an hour. The automated message says they are busy due to the reduction of UK government stamp duty however this isnt true as that scheme ended October 2021. Emails to resales go unanswered (not even an auto response with an indication of timeframe for replying) and this is jeopardising the sale of our flat as our neiether us or our solicitor can get a response. Very disappointing after good five years of living on a Mainstay managed estate. Making a stressful process even more stressful

"Without doubt the worst estate agents"

Without doubt the worst estate agents I have dealt with and that really is saying something. They give every job to a different company, so you will be left out of the loop of what is going on and so many things will go wrong and Mainstay will be completely clueless on what is going on, how to fix and take forever to find out about it. Mainstay know nothing of what is going on in their properties. I moved in with no electricity and the place hadn't been cleaned despite them requiring tenants to sign to say it had a professional clean.

"No replies to emails, calls and no cleaning service"

Mainstay are awful. I barely ever get a reply from our property manager when we have issues and we haven't had any cleaners come by in months. We pay £118 per month for literally no service at all and they only have a central call centre with no way of processing complaints properly. Really shocking service.