"Lack of Cooperation in Providing Essential Documentations"

I recently contacted [Company Name] following a phone conversation to request the contact details of the leaseholder of my flat. This request was made in order to obtain essential documentation required for the remortgage process, specifically under the Building Safety (Leaseholder Protections) (England) Regulations 2022.

I followed up with the written request below, but I have yet to receive a response:

⸻

Email Sent:

Hello,
Following our telephone conversation earlier today, I am writing to kindly request the email address of Leaseholder. As the leaseholder of the flat, I would like to contact her in order to request the necessary documents for the remortgage process, particularly those required under the Building Safety (Leaseholder Protections) (England) Regulations 2022.
I would appreciate it if you could share her contact details at your earliest convenience so I can proceed accordingly.
Thank you for your assistance.

"Another freehold racket printing money…"

Another freehold racket printing money for themselves whilst advising people to take out bigger mortgages. Photos of them.on their website, nothing short of half inchers. Every single one of them. Absolutely disgusting

"Poor Customer Service"

Poor Customer Service, Lack of Professionalism. Ongoing issues with RMG : Complaints not addressed, Emails not responded too or addressed, Incorrect charging, Credit(s) not applied to the account and the list continues.
It's a constant battle just to get someone to respond, let alone to take action.
Property Manager - Ayse Tarlaci - seems to avoid responding to requests/emails etc. Not sure why a management fee is paid to RMG when the level of service is very poor. The one star rating (lowest with Trustpilot) is far too high for the unacceptabe level of service provided by RMG.

"Jade is excellent"

Jade is excellent. Fully understood the enquiry and was super supportive, professional and empathetic. She did everything to resolve my query. Thank you Jade.

"Excellent service from Alexis"

Excellent service from Alexis. She has gone above and above. Alexis is an asset to your firm. Thanks for sorting out my query.

"Is there anybody there?"

One again silence when a question that probably cannot be answered without suggesting incompetence or fraudulent charging is asked.

Why do RMG have an issue with admitting that they cannot always be right and the customer is not always wrong?

It becomes somewhat tiresome when you have to constantly challenge issues and then spend a ridiculous amount of time chasing for a response, often without success or with an answer that everyone knows is clearly rubbish.

Some professionalism and customer service would be welcome. But probably too much to ask based upon many comments from many others!

"I would not choose to use RMG"

I would not choose to use RMG if it were an option. I have never once had a pleasant or successful customer service experience. They treat customers like their stupid and do not take accountability for their inadequacies and mistakes. This results in charges being applied to your account for their incompetence. I give this feedback after multiple contacts over 15 months.

"No Resolution After 4 Months – Just Want Clarity"

Case Ref: 03895347, 03917659, 04028860

I reported a corridor light fault to RMG in December 2024, and after four months, the issue is still unresolved — and worse, I’ve received no proper updates.

I’m not asking for a quick fix. I understand some issues take time to investigate and resolve. But as a resident, the least I expect is to be told:

- What the actual problem is
- What action is being taken
- What they mean by a “permanent solution”

Instead, I’ve been left chasing with no answers, no timeline, and no visibility into whether anything is being done. It’s the lack of communication that’s most frustrating — it makes residents feel completely ignored and left in the dark.

Basic transparency would go a long way.

"RMG Service"

I dealt with Leo and he resolved and addressed all my concerns via chat. Very pleased with the clarity of information given and what I needed to do, providing simple steps

"My safety issue was escalated to the…"

My safety issue was escalated to the estate management team to try and resolve the problem I mentioned as quickly as possible. Nice to get a quick response.