Legacie Avis 

I am a property owner at One Park Lane, Apartment 306, Liverpool, and I feel compelled to share my personal experience with Legacie Service Charge Ltd to help other buyers and investors make informed decisions.

In my experience, any investor purchasing a property managed by this company may be in for a very unpleasant surprise when dealing with their property management team. Here is what I personally encountered:

1. No response to emails: I sent multiple emails over an extended period and received no reply whatsoever — no acknowledgment, no response. In my opinion, this level of silence is completely unacceptable for a professional property management company.

2. Unclear service charge demands: I received a demand for £760.70 that, in my view, failed to clearly specify the billing period it covered — no start date, no end date. I personally believe this falls short of what property owners should reasonably expect under standard UK leasehold practice.

3. Ignoring my authorized representative: I had formally introduced my property agent as my authorized point of contact, yet the company continued to contact me directly, completely bypassing this arrangement. This caused unnecessary confusion and frustration.

4. No proper account statement provided: Despite my requests, I have not been able to obtain a clear Statement of Account showing previous payments and upcoming charges with defined billing periods. In my experience, this basic documentation was not made available to me.

5. Administrative fee threats: While threatening additional £90 fees for late payment, the company — in my personal view — had not yet provided the clear documentation I would need to feel confident making a payment.

In my opinion, this company promotes a luxury image that does not match the property management experience I personally received. I would strongly advise potential buyers and investors to carefully research the management side of the business before committing to a purchase. To put this in perspective: it is completely normal for a property owner to send 5 or more emails to their management company regarding their property — maintenance queries, billing questions, documentation requests. The fact that not a single one of these was answered is, in my view, simply unacceptable and reflects a serious failure in basic customer service.

Recently got a flat on Heriot Street.

We got into the property in no time, straight in and settled already, property manager was good.

The block manager was fantastic, I noticed a few concerns and issues with the block and realised that you have to go to someone separate regarding communal issues, I reached out to Ryan Evans, the block manager and he came out to site.

Overlooked the issues and they were sorted within a 1-2 day period.

Absolute legend, really great guy!

At the start of the tenancy, the property was not presented in an acceptable condition. Several issues were evident on move-in, including a bath that did not drain properly, an oven that was unclean, the absence of working fire alarms, and a damaged chair. These concerns were raised promptly; however, not all were addressed satisfactorily.
Throughout the tenancy, we faced ongoing challenges with both maintenance and utility arrangements. The property required the use of a pre-installed Wi-Fi service, which was significantly above market rates and frequently unreliable. In addition, tenants were required to pay a fixed fee for heating and hot water. This arrangement became particularly frustrating as the main radiator in our property did not function for the entire duration of our tenancy. Despite repeated attempts to have this repaired, we were informed that the issue was too complex and ultimately not resolved. As a result, we continued to pay a standard heating charge without receiving the associated benefit. When I raised this concern and requested a partial refund, I was informed that this was not possible.
Maintenance and communication were consistently difficult. Contacting the management team often involved long waiting times, and submitting requests through the tenant portal frequently resulted in delays of several weeks or even months before any action was taken. A high turnover of staff appeared to contribute to a lack of continuity and accountability in handling tenant concerns.
Furthermore, certain issues raised at the beginning of the tenancy were not properly addressed. For example, the damaged chair was not replaced, as it was deemed to be “cosmetic,” despite being reported on day one.
Regrettably, the situation has deteriorated further following the end of the tenancy. The deposit return process has been particularly disappointing. There has been an attempt to deduct over half of the deposit for what can reasonably be considered minor wear and tear, as well as for a professional clean—despite the property being left in excellent condition, and not having been professionally cleaned prior to our move-in. Most concerning is the attempt to charge us for the damaged chair that was clearly documented at the start of the tenancy.
Overall, my experience suggests that the company’s approach prioritises protecting the landlord’s financial interests over providing a fair and responsive service to tenants. Both during the tenancy and throughout the deposit process, there has been a clear emphasis on revenue rather than tenant satisfaction or appropriate property management standards.
Based on this experience, I would advise prospective tenants to proceed with caution.

The Apartments are good quality and the concierge service is brilliant, it is a shame the other services don't match.

Living in a Legacie apartment was good, the building itself had no issues and it was nice comfortable and being already furnished made things better. However when it came to fixing issues inside the apartment that was the headache, it was always hard to reach the property manager, Kenzi. You'd have to call a dozen times and leave several emails without getting a response and when you finally did, it would take a while before anyone came over to fix the issue.

We lived in Block C on Crump Street in Liverpool. At first, we thought we’d found a bargain for a large apartment with a balcony in that area until the first night. The noise from Boxpark is extreme. The music thumps through the walls late into the night, making it very difficult to relax or sleep. We quickly realised why the apartment was priced lower than others nearby. I would strongly advise against renting in Block C or any apartment facing Boxpark if noise is an issue for you.

The apartment itself was nice enough, but very basic for something marketed as luxury. Most of the furniture, especially the sofa, felt cheap and uncomfortable, we hardly sat in it because it was so bad. It's worth noting the beds were only small doubles, not exactly what you’d expect from a luxury apartment. It feels like luxury here mostly means everything is grey.

The rooftop spa was also disappointing. At around £70 a month for the basic membership, it simply wasn’t worth the money. It has a lukewarm plunge pool, and the steam room smelled damp. The gym, however, was a positive, rarely busy and well equipped enough to get a good workout in.

One positive worth mentioning is the concierge team, especially Joey, who was always friendly and helpful. Unfortunately, I can’t say the same for the wider Legacie staff. When we first moved in, the fridge was broken and we needed it replaced urgently to store life saving medication. Instead of receiving understanding or support, we were met with rude and dismissive responses from one of the many property managers we dealt with during our tenancy.

Getting the deposit back was another frustrating experience. We were initially charged just under £900 for damages and broken items that we had already reported previously to a former property manager who had apparently left no notes on the system before leaving. It took a long time to get the charges reduced, and even then we still weren’t happy with the final amount. By that point, we were exhausted from going back and forth and just wanted the situation over with.

Communication throughout the process was poor. Requests for information about charges were met with vague, unhelpful replies, and many responses came across as unprofessional, poorly written, and dismissive.

Overall, despite a few positives, the experience did not live up to the price or the luxury branding and the turn around of property managers and legacies staff makes me uneasy to rent from them again

I’ve had a genuinely positive experience with Legacie Management and Lettings in Liverpool. Like with any property management company, there have been a few issues along the way, but what really stands out is how the team responds when things don’t go to plan.

Whenever a problem has arisen, it has been handled professionally and with a clear focus on finding a solution. The team have shown a real commitment to putting things right, communicating clearly, and ensuring a positive outcome. That level of accountability and responsiveness makes a big difference and builds trust.

It’s easy to judge a company when everything is going smoothly, but Legacie have demonstrated that when challenges do occur, they are proactive, supportive, and willing to go the extra mile to resolve matters effectively.

Overall, I’m pleased with the service and appreciate the effort the team put into turning situations around and delivering positive results.

Very quick and easy process

Really poor communication - missing furnishings from my building and absolutely no response from RWInvest or Legacie.

Emma Riley was very helpful and went out of her way to rectify the problem. She updated me and followed through on completing the task in a professional and friendly way .

Prior to my move in, the communication from the admin team (specifically Sophie) has been really great, and any questions I have had have been answered. The customer service was both friendly and professional and the overall process has been extremely smooth.

Friendly staff and efficient

Friendly staff and fast process very pleased

Great experience with this letting agency. They were very helpful and responsive when communicating about my tenancy, always replying promptly and clearly.

Soohie upton was brilliant and very helpful I had a smooth and quick move in experience

Will ignore all the issues with the flat your entire tenancy and then scam you out of your deposit using false evidence
Their ‘neutral deposit’ agency will then take their side on the uploaded ‘evidence’
Avoid at all costs

Sue sent me a message that if I did not receive a statement I should let her know an she actually action it

I let out a flat through Legacie Lettings and Liam Sale has been really efficient and always quick to respond to queries. In a time when it's not easy being a landlord and it's crucial to trust your agent, Liam is trustworthy, ticks all the boxes and is highly recommended!

Sophie was really great with helping my find a home for me and was really good to deal with so I thank her for all the help

We are currently renting a 2 bed, 2 bath apartment at One Park Lane under Legacie Management and the experience has been completely unacceptable.

For over three months, one of the bathrooms was entirely unusable due to a broken shower room floor caused by construction errors. In addition, we have experienced two separate water leaks since moving in last July. Although the most recent leak has now technically been fixed, the remedial works are still not finished and the second bedroom remains unusable to this day.

This means that for extended periods, and currently still, we have effectively been living in a one bedroom, one bathroom flat while paying for a two bedroom, two bathroom property.

During the leak, mould developed in the bedroom and affected porous materials including the carpet and our bed frame, which remained in a damp environment for over four weeks. Contractors attending the property advised that cleaning would not be sufficient and that the carpet should be replaced. We have formally requested that the mould-affected carpet be replaced, however we have been told that cleaning it is considered sufficient. This is despite the prolonged exposure to damp and mould. We were also promised that our bed frame would be removed and replaced with one from an empty apartment, so please bear this in mind if planning to rent with One Park Lane as you could end up with a bed frame that has been affected by mould.

Despite requesting a rent reduction on 4 February, we have received nothing but delays. On 12 February, Olivia, the property manager, confirmed that works would be completed within a week and that a decision regarding rent reduction would be made by 20 February. That date passed with no response. Multiple follow ups have been ignored and no decision has been communicated.

Communication has been extremely poor throughout. Emails are either ignored or responded to without addressing the actual points raised. Promised timelines are not met, works are not properly overseen, and there appears to be little accountability.

We have formally complained to management and were told it would take 21 days to review, despite the fact that the rent reduction request has already been pending for several weeks.

The continuous disruption, prolonged loss of amenity, and failure to properly address mould contamination have significantly impacted our daily living conditions.

If you are considering renting with Legacie Management, be prepared for delays, poor communication, and commitments that are not honoured.

We would not recommend.

Sophie Monteith was very helpful and made the application process very speedy and easy!