Ross + Liddell Avis 

Michelle from the client support team was very helpful and quick at responding for I query I had regarding a utility bill for the building.

Lisa, from the technical team was very helpful with questions and updates to our building problems

As the factor for our property we don't deal much with them, I would say they are pretty standard in terms of services and prices I guess.

However when we've needed customer service we have had a pleasant experience every time.

Just today we needed to solve an IT issue and Rhiannon, who chatted with us online, resolved the matter very quickly and answer a few questions clearly and politely. 5/5 for her!

Kerri was really helpful

Ross & Liddell are the factors for a couple of flats I rent out as a landlord. Unfortunately I find their service absolutely horrendous whilst nothing gets done in the interval!
I have a flat that has ‘mushrooms’ growing on the bedroom wall at the back of the flat. This was reported to Ross & Liddell and they then started the process of obtaining quotes. I understand this part as it’s in everyone’s best interests, but what I am unsure of is, if they actually chase them to get back to enable prompt repairs? I have a letting agent who also chased on my behalf but when it was taking quite some time I contacted them myself. I called on the 1st April to be told the work would be getting instructed the following week as it was under the threshold required for lettering the owners. We are now at the 28th May and I have been informed today it is still requiring sign off as the quotes the first time round were not comparable? Nearly 2 months later, despite being told on the 1st of April this was getting organised. When I spoke to the same property manager today he asked me what I would like him to do. I replied by saying ‘tell me the truth’ as I had already been told the same thing 2 months ago. He took exception to this and said I was questioning his integrity and calling him a liar. He then said if I wanted to speak to another manager or follow the complaints process I was to check the website, he then proceeded to hang up on me! I under no circumstances was calling him a liar, I asked to be told the truth as it’s now 2 months later and still in an even worse position as it’s still not signed off, is not an unreasonable request. I have standards to adhere to under my Landlord Registration and so should factors. I would also add that my letting agent have also chased this up since April on my behalf. When I asked today could I speak to whoever needs to sign this off to be told NO they are not client facing! I then asked could I speak to another manager after I called customer services who then transferred me to the manager who had hung up on me again.
Whilst calling I’ve had dealings with Nicole and Paige who were both very helpful, unfortunately that is still not resolving my issue of water ingress. I have been told they will chase it up again today, but me and my tenant are very much in the hands of a company whose customer service is shocking in relation to repairs being completed!!!

I had an admin account query which was promptly resolved by Nicole.

Promt service. And very curtious.

Paige was brilliant at taking action and coming up with a solution to my query.

A water ingress problem was identified 2 years ago. To address the problem a cap was required to be placed on the chimney. Now, after many attempts to get this rectified, Ross & Liddell have just put this job out to tender. Meaning if the other 7 residents in the block don't have a problem with their chimneys, I'll probably have another 2 years of debris coming through and continued dampness issues.
What a shambles of a company to deal with

They dont listen to any complaints,all they want is money and how they can get or make up so called jobs that your estate needs ,and then try to force the property owners to pay for work that is not carried out ,this estate the residents have received a paper bill since 1999 ,now they have enforced without prior consultation online bills and charge those who do not have online facility £10+vat for paper bills it time the owners of Birches estate Wishaw got rid of this mob

Happy with the service provided by all agents involved in resolving my query. Dropped one star as would have liked the option of an email correspondence address for the company other that the online chat or phone.

Rhiannon on the online chat is extremely good. Always resolves my queries and issues quickly and efficiently.

Nicole was very helpful and addressed the problem I was having without delay.

Nothing ever gets done. so many excuses. I have complained about the trees and shrubbery overhanging and touching my property. I had another go in February, again in March and again in May. Each time I was promised a call back while they sorted it out. needless to say I've not had a call back yet. I even have a job number Ref 117360101. The trees around the estate are not tendered properly, there is no management of the shrubbery, all they do is cut the grass.

The call handler was very helpful and efficient

Rhiannon was efficient and friendly in dealing with the queries I had via the online chat function after first moving into my new property managed by R&L. All questions were addressed clearly and put me at ease when considering my options. Thank you

Helpful staff, Eilidh did the best she could to resolve my queries. Response via chat was also very rapid.

Nicole was very helpful and considerate in taking my enquiry forward

Couldn’t manage to complete a particular form online. ‘Chat’ with Eilidh explaining what I wanted to do. No problem - she did it for me. It took a matter of minutes to resolve. Thank you for your help Eilidh.

Ross + Liddell are our Flat Factor at turnbull street and are terrible. Have left us with an open garage door for over 2 weeks already with no further happenings. Allowing people to come in a steal stuff and drug taking to occur. AVOID AT ALL COSTS.