"Lies"

As others have said here, I have been part of a gross overcharging of fees, of which I am owed back almost £3k.

After chasing for a week I was assured the bank transfer had been done and I'd receive the money within 24 hours. That obviously didn't happen, and after chasing numerous times again I've now been told they will 'chase up the relevant department'. After asking to be cc'd into this 'other department' correspondence, I've again been ignored.

Nothing surprises me at this point with RMG. Complete incompetence and disregard for their customers.

"Chelsea was amazing"

Chelsea was amazing - thank you so much for your speedy service ☺️

"Lucy from customer service was most…"

Lucy from customer service was most helpful. She was quick to answer my emails and continued to chase up my request which is now done. Thank you Lucy

"Abysmal customer service!"

The customer service from RMG is absolutely shocking!

I reported a loose roof tile to our shared block on the 25th of January and have been back and forth trying to figure out who was responsible, which RMG finally took responsibility. This was after our "property manager" looked at a map and said I didn't qualify for them to fix it as I stay in a detached house, which I don't. I stay in a 1 bedroom maisonette, that is part of a 6 in a block. So they don't even know what they're managing.

I then waited for them to get a contractor out to provide a quote. I then had to wait for the insurance department to approve the quote and the claim. I finally managed to chase this up and was told that they would be in touch with the contractor to get a date to fix the issue, this was on the 10th of March. I had to chase again on the 24th of March to find out what was happening to be told "I apologise I will phone and email them again."

I decided to email the contractor myself explaining my situation and frustration, last night at 6pm. I woke up this morning to an email at 5.13am saying they were sorry and thank you for an update on the situation, they would have someone out this week. 8.30am this morning there were 2 people out fixing the roof and they were gone by 9am.

How have I waited nearly 9 weeks for this work to be carried out? Why did it take me to contact the contractor to get the ball rolling?

RMG should be embarrassed with their level of customer service. You have absolute zero regard for your customers and just care about money.

Your communication and transparency is well below par, all I have ever asked for is for your agents to be open and honest with me and that seems to be too much to ask.

I'm just hoping that the quarterly bill reflects the exact sums I have been told I will be paying by RMG. If there's any discrepancies, I will not be happy!


***UPDATED REVIEW***
I was contacted by Harry as stated below and a call was set up with Paul Hitchen this morning at 11.30am. I recieved a call from a private number at 11.06am, I answered and was immediately hung up on. I then recieved a notification that I had a missed call at 11.32am, bearing in mind I was on my phone the whole time so it didn't even ring, this was another private number.

I obviously couldn't call back so I decided to get in touch with Harry to let him know (as he asked me to let him know if it happend or not). I then called customer services and spoke with Adam, I explained I was waiting on a call and had missed calls etc. He came back on the line and clarified these were infact Paul and he would call me back shortly. I said I was only available until 1pm and he said that he would be in touch before then, it wouldn't take long.

Well guess what, no phonecall!!

The way RMG operate should be illegal!! I have sent an email to Harry stating I no longer want a phonecall and instead want everything in writing via email, as I have zero trust in this company! I've listed points i want answered and clarified! I've copied in Paul Hitchen, My property manager (Ayse) & Justin Herbert. Let's see if I get any response, but I won't hold my breath.

RUN FROM THIS COMPANY IF YOU CAN!!

"Super fast response time to LPE1 form request"

A request for an LPE1 pack was turned around within 24 hours, so efficient! Thank you

"Useless every year"

website useless.
phone system useless.
staff mostly useless (last year had an extremely helpful lady)
Tried to pay my yearly charge, phone system kept saying my customer number wasn't valid. spent 15 minutes on hold to speak to someone that told me I was doing it wrong as clearly its correct or I wouldn't have an invoice. Wasn't even a possibility the phone system wasn't working properly, just wanted to get rid of me. She quickly just put me back through to the same phone system so I could spend another 5 minutes to be told my customer number still isn't valid. spent 15 minutes on hold and finally gave up.
Will wait for the debt letter to come through saying I've made no attempt to pay, same as last year, and will get them to call me so I can tell them how rubbish everything they do is. I now look forward to this every year.

"RMG are a stain on the human race"

RMG don't manage your property or provide proper services, but they expect you to pay through the nose for it. 3 years, 2 property managers and zero resolution. CCJ on my account due to poor mismanagement. Once rectified (by myself) the new property manager came along and decided replying wasn't necessary. I've been chasing her for 2 months (Jemma Last) and she flat out ignores me now. Not sure what would happen if something serious needed to be spoken about.

If you buy a property that has RMG managing it, good luck to you.

"Would have been 5 stars if just based on Georgiana"

I originally spoke with Georgiana who was amazing but once the complaint got passed to another department I had radio silence and no response to my mails requesting for an update.
I had to phone back in and by luck got Georgiana again on the end of the phone, who immediately dealt with my issue professionally & swiftly and is an asset to your team.
If my review was on Georgiana alone it would have been 5 stars but your other departments unfortunately let your service down.
The app never works and the website is just as unstable....

"Overpriced"

RMG offers excellent customer service and is always helpful. However, their service charges are unreasonably high, and repairs often take far too long to be completed.

"No water - RMG have no process to resolve quickly"

They don’t really have a proper process to handle urgent issues. The water pumps that feeds many apartments in our area has stopped working.

This issue has happened before and I mentioned in my previous complaint that there needs to be a better solution to handling these urgent situations. It’s clear no steps have been taken after the previous incident to make the resolution quicker.

Ideally we need to have contractors available to attend within a certain timeframe (service level agreements) on urgent basis and/or have backup pump(s) to keep water running.

We pay a high amount of service charge and not having uninterrupted water supply is not only a necessity but it’s a requirement.

The last time I made a complaint. I only got a response back on why it happened and what caused it to happen. Not we will do x y and z to prevent this happening or we will have a remediation process to resolve issues like these quicker. At the moment it’s the same process as last time