Ross + Liddell Avis 

We have experienced ongoing issues with communal grounds maintenance at our development for a prolonged period of time.
Despite residents paying annual management and maintenance charges, the standard of upkeep has been consistently poor, with communal garden areas frequently left in an unacceptable condition. This issue was raised previously in 2025 and was attributed to contractor problems at the time, however similar issues are continuing again with the new contractor arrangement.
What has been most disappointing is not just the lack of maintenance itself, but the lack of transparency and accountability when concerns are formally raised. Specific questions regarding contractor attendance, maintenance schedules and action plans have largely gone unanswered despite following the formal complaints process.
Residents understand that contractor issues can occasionally arise, however there appears to be a repeated failure to properly monitor and manage the service being delivered.
At this stage, confidence in the management of the development and the handling of resident concerns has been significantly affected.
I hope Ross & Liddell now take meaningful action to improve both the standard of maintenance and communication with residents going forward. We have now raised a formal complaint and will look to escalate through the appropriate channels until this company fulfils its obligations

Contacted the staff regarding a broken manhole cover. The experience was quick and easy over the Live Chat. Claire was brilliant, no complaints!

Nicole made my telephone conversation very easy and I understood her explanation of my account. Nicole was very pleasant to speak to and very courteous.

Prompt response and courteous.

Online chat service is very good.
I spoke to Paige about the problem.
Very efficient

Opened a chat line with Paige, to flag up the fact that the ground floor call buttons on our lift were jammed and non-functional - I had already reported this via the R&L Emergency Line the night before but no-one had turned up. Paige was both courteous and helpful and made an immediate call to the lift engineers, Kone. Within a few hours, the lift was repaired. Well done and thank you, Paige!

Spoke with Paige on the repairs team who dealt with my query efficiently and solved my problem

Paige was very helpful in following up the issue with the front door to the flats.

Worse company I have ever dealt with. Bills for storm repair applied to my account again on latest invoice, claimed on the insurance but still not passed on, only the charges. Well past one year since original claim and still not settled. Complaints process is a joke as no one actually takes ownership of the catalogue of errors in their handling of the damage, mis-billing and resolving the complaint. Unbelievable.

My experience with Ross & Liddell has been extremely poor.

Over 8 weeks ago a clear health and safety issue was reported regarding items left in a communal stair in our development, off Leith Walk, Edinburgh —bin bags, furniture and other belongings obstructing access to service pipework and electrical panels. This is not a minor issue; it directly affects safety and access to essential infrastructure.

Despite this, there has been a complete lack of meaningful action. No apparent site visit, no attempt to properly investigate, no engagement with the responsible parties, and no evidence of any risk assessment being carried out.

This reflects a concerning lack of basic property management standards. Situations involving blocked access to utilities and escape routes require prompt and proactive handling, yet this has been met with inaction.

Overall, this demonstrates a serious lack of accountability and raises questions about their ability to manage communal responsibilities effectively.

Eilidh from the repairs admin team was very helpful today!

I had a great experience with Ross & Liddell’s customer service. Candela was extremely friendly, helpful, and professional throughout our interaction. She clearly explained the details of my two accounts and quickly sorted out my issue with the direct debit setup. Everything was handled smoothly and efficiently, and she kept me well informed at every step. It made what could have been a confusing situation very straightforward. Excellent support!

Great response from Nicole.

I spoke with Eilidh and she went over and beyond to help me with a repair our shared storage needed.

Paige was quick in response and helpful in answering all my concerns

Claire was very helpful and understood the issue I raised, and dealt with my enquiry promptly. Thanks

In June 2025 Ross & Liddell's Trustpilot score was 1.2 and their Google review score was similarly extremely low. In the following months they seem to have engineered a massive uplift in their review scores. They appear to have done this by:
1. Deleting their previous Google account and starting a new one.
2. Incentivising or otherwise persuading their renters and landlords to give very favourable reviews on Trustpilot and Google.
Note that they are still getting lots of negative reviews from the factor side of their business but these are fewer in numbers than their many renters and landlords. Their currently relatively high rating in no way reflects the poor standard of service they provide as a property factor!

Terrible Company . Called them 9 times in 2 weeks and all promised me a call back to update on cutting our grass that we pay for. No call back so asked to speak to PM or someone in charge !!! Spoke to a PM and promised he would call me back in few hours . 2 days later still no call back . What a shit show of a company. Direct debit cancelled see how long for them to call me back now

I am pleased to report that to date my professional dealings with Jasmine McKenna in regards to manging our rental property located in the Glasgow CBD have all been very positive.

Went on portal and had chat with Rhiannon who was quickly able to deal with my issue. Good experience.