"RMG is an absolute disgrace."

We own a flat that is managed by RMG. Our annual service charge for 2024/25 was £789. RMG have taken over management and our annual service charge has increased by 479% to £3780.
The Senior Property Manager at RMG has stated in a letter that 'we have applied to the FTT to dispense with the usual Lessee Consultation Procedure (s20) due to urgency...
The courts have stated that no FTT has been filed.
Of course, we have read the relevant reports and can see little of an urgent nature.
This company does not answer questions when asked and appears to be breaking the law. There are many other flat owners in our flats in exactly the same position. This is an absolutely terrible company who do not seem to care about how they behave.

"Terrible management company"

Terrible management company. Only charge fee but not sorting out issue.

"Good experience "

Lucy was very knowledgeable and answered all my questions. Also helped me to get sorted my account.

"Thank you Georgiana"

After being referred to debt collection, I was immensely relieved when I spoke to Georgiana who expertly and swiftly got to the bottom of the error which caused this, and rectified it immediately. She kept me up to date by email throughout and I of course paid the full amount due. I have had my fair share of experiences with RMG over the years, this one tops them all!

"Lack of Proactivity & Delayed Approvals Led to Unnecessary Frustration"

I was initially going to give RMG two stars, but then I remembered how much their service charge costs me, so one star it is! While I acknowledge that RMG can be responsive at times, their handling of urgent issues—such as the lift in my building (Libertas House)—has been severely lacking.

***The Lift Issues***
The lift in my building (Sheridan Lifts), which is less than two years old, has broken down multiple times. While I understand that breakdowns can happen, what I cannot accept is the lack of urgency, delays in approving repairs, and the need to chase them daily just to get basic progress.

The lift broke down multiple times, and I was constantly forced to chase RMG nearly every day to ensure they followed up with the contractor.
RMG delayed approving repair quotes from Sheridan Lifts, meaning the contractor couldn’t proceed with fixing the lift.
The Property Manager ignored multiple calls and emails despite being fully aware that residents were struggling without a working lift.
The actual repair only took 15 minutes, proving that the delay was not due to complexity but purely a lack of prioritization.

This situation was entirely avoidable if there had been greater proactivity and urgency from RMG.

***Ongoing Issues Across the Estate***
It’s also worth mentioning that the same lift issues are happening in other buildings within the Estate (such as Hatsya), and leaseholders there are also struggling with the same delays, lack of updates, and poor communication. This points to a wider pattern of mismanagement, not just an isolated case.


***Parcel Theft & Broken Promises on CCTV***
Beyond the lift issues, parcel theft has been an ongoing problem in our building. In November 2024, RMG stated that they were working on installing CCTV, with quotes expected by the end of that week. To date, not a single update has been provided.

***Final Thoughts***
I do believe that RMG tries to be efficient in some areas, but when it comes to handling urgent infrastructure issues like the lift or improving security, their lack of urgency and failure to proactively manage situations is extremely frustrating. If you live in a property managed by RMG, be prepared to chase them constantly for action—because without that, nothing seems to move forward.

"8y/o Girl left outside on 8th Floor roof terrace by RMG Property Management!"

Absolutely Shocked at RMG managagement company Response to an 8year old girl locked outside on Roof Terrace off 8floor building!

They can only send someone out to fix the door, not to unjam it to let the little girl off the roof!

Had to resort to call 999 for fire brigade to come!

Disgraceful RMG Management!

UPDATE - Response to Harry's reply, irrelevant what my account is! The Issue was that you as a Management company would Not attend the property to rescue daughter of one of tenant that was locked out on the 8th floor roof terrace at Waterhouse Apartments on Worrall St M5 4BZ
Fire service are already over stretched, it was an embarrassment to have to call them to resolve issue that you as a Management company should have attended!
Just thank God little girl didn't panic, her mother on otherhand was beside herself.

This door latch has been faulty for nearly a year, there is a window that has been smash up there for nearly 2 months, gym equipment that has been 'coming soon' for 3years! Need I go on!

"Thieves"

Been trying to get over £500 (overpayment per credit note) refunded for a month. I made the refund request and gave my bank details to customer services a month ago, then received an email last week telling me I had to contact another department and haven’t had any response since. There doesn’t appear to be any direct phone line to contact their refunds team and I’m still unsure when I’ll receive the refund.

"Thiefs! "

Been trying to get money back (over £600) for over a month... No response to the 24 emails I have sent.
This money is owed to me (confirmed by a credit note from RMG) following the mess RMG created through the mismanagement of our heating bills (they eventually acknowledged, after 2 years, that they had overcharged us by 64%!!! And owed about £300,000 worth of refunds -- which they refused to admit until we got a solicitor involved).

No one seem to be able to tell me why their refund team is not issuing the refund (or even respond to my emails) and won't allow me to talk to them directly has (apparently), they do not have a phone.

So as well as being thiefs, they are compulsive liars, incompetent and highly unprofessional.

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Update: it is laughable that after emailing RMG for one month almost daily, and not getting a response, I get an instant response to my TrustPilot review.
It just confirms that they don't care about leaseholders, just interested in collecting theor management fee while doing the minimum, and are only concerned about getting a bad reputation (which will prevent them to sign up new developments).

All this being said, I still haven't received my money (and now have been told for the third time that the refund had been issued... Probably not the last time).

"As a new customer safety issues responded to quickly and favourably "

As a new customer, with mobility issues I needed to request permission to have a safety rail fitted to the steps leading to and from my new home.
I made contact and made my request.
Within a few days I received confirmation that I can indeed install a safety rail.
I am very pleased and relieved that I was responded to so quickly.

"Laura was prompt and responded quickly"

Laura was prompt and responded quickly. No complaints.