Trusted Agent profile · Glasgow
★★★★★
486 reviews across 2 platforms
89 Byres Road, Glasgow, G11 5HN
Ross and Liddell's office in Glasgow, at 89 Byres Road, is rated 2.9 out of 5 across 486 reviews on two platforms, including 4 Google reviews rated 2.0.
Every review we hold for the Glasgow office, from every platform, shown as written. First names only.
5/5
TrustpilotAbove and Beyond
I’ve been a private letting tenant for 2 years with Ross and Liddell and the service has been outstanding Everything is done properly and professionally from repairs to safety checks etc. Any issues that have arisen in the property have been dealt with and fixed promptly and the communication from the office is first class. Im really pleased with the service provided.
Jamie thank you so much for taking the time to review our services.
4/5
TrustpilotGOOD SERVICE
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.
Thank you for taking the time to leave your review. We are pleased to hear that you were happy with the service provided and that our team were able to assist in resolving your query.
5/5
TrustpilotAngus is always very helpful and…
Angus is always very helpful and responds to all queries promptly and efficiently.
5/5
TrustpilotUsing Livechat
The live chat with Paige, effectively dealt with my enquiry, and she was quick to reply with the requested information.
Thank you for your review. We're pleased to hear that Paige was able to assist you promptly and provide the information you needed. We appreciate your feedback. Team R+L
5/5
TrustpilotLive Chat with Candela
Candela was very helpful and has tried her best to solve the problem
Alison, we really appreciate your feedback, thank you. We will pass this feedback on to Candela.
1/5
TrustpilotSHOCKING CUSTOMER SERVICE
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!
Thank you for taking the time to share your feedback. We are very sorry to read of your experience and understand the frustration caused, particularly given the nature of the issue you have reported. Unfortunately, we have not been able to identify your account from the details provided in your review. To allow us to investigate this matter fully and address your concerns as a priority, we have sent a request via Trustpilot asking for further information. We would be grateful if you could respond to this so we can locate your account and progress matters without any further delay. We recognise the importance of resolving issues such as water ingress promptly, especially where occupiers are impacted, and we also acknowledge your responsibilities as a landlord. We are pleased to hear that members of our team have been helpful, however, we fully appreciate that this does not resolve the underlying issue. Please be assured that once we can identify your details, we will look into both the repair delay and the service experience you have described, including the communication concerns raised. We look forward to hearing from you so we can assist further and work towards a resolution.
5/5
TrustpilotGood customer service
The agent was very pleasant.She explained the content of the letter to me and was very patient and reassuring.
Thank you for taking the time to leave a review. We're pleased to hear that our team was able to explain the information clearly and provide the reassurance and support you needed. We appreciate your kind comments and will be sure to share your feedback with the team. Team R+L
4/5
TrustpilotThank you Gail
Gail and the client support team were very helpful , the insurance company dragged their heels when it came to having the roof fixed above my flat but Gail kept on at them to ensure the job got done
Mr O'Connor, thank you so much for taking the time to leave a review. Our teams work incredibly hard to provide a great service and so it's great to hear that clients are satisfied with the outcome of their queries.
5/5
TrustpilotYou were very efficient in dealing with… tenants and contracts great
You were very efficient in dealing with problems in the flat and also collecting the rent was always the same time which was great and your inspections of the flat to make sure the tenants were keeping it tidy and fresh. No complaints very happy with the service that I received. Thank you, Mr H. Burton
Mr Burton, thanks so much for your feedback. It means a lot to our team.
1/5
TrustpilotI've used this service twice
I've used this service twice. The first was a straightforward request for a document. That was dealt with efficiently. The second, on 16 April, has turned out to be a very different story. It concerned a query about work not having been carried out on our estate by the landscape contractors. During the course of the "chat" I was assured 4 times that the matter would be looked into and that I would be contacted with an update. The actual words used were - "....and advise you of what they say""Leave this with me and we will be in touch in due course""We will be in touch when we have an update.""....we will get back to you soon"1 month later and I haven't heard a word!
1/5
Trustpilotlive chat was slow to answer ,then…
live chat was slow to answer ,then after getting a reply was passed to another dept , which took so long waiting it was timed out . The, n on reconnecting i was to be passed back to the original person . got nowhere in about 45 mins !! I said i'd cancel the chat and phone instead. Got sharon who has seen the chat and had a 'ticket' for the items I was asking about on the chat . she would call me back later that day ,when she had looked into it. That was nearly 2 weeks ago on 16th April , What is going on ??
5/5
TrustpilotPaige handled my problem quickly and…
Paige handled my problem quickly and efficiently, contacting a contractor and setting up a job.
Thank you for your review. We're delighted to hear that Paige was able to resolve your issue quickly and efficiently. We appreciate your feedback and will be sure to pass on your kind comments. Team R+L
5/5
TrustpilotPrompt initial response
Very prompt initial response and set of actions laid out to try and resolve the issue.
Thank you for your review. We're pleased to hear you received a prompt response and a clear plan of action to help resolve the issue. We appreciate your feedback. Team R+L
5/5
TrustpilotQuery quickly resolved by Nicole in…
Query quickly resolved by Nicole in general enquiries live chat. This was a new experience as live chat is usually unable to resolve queries and it’s impossible to get past live chat to talk to somebody who is in a position to answer queries properly. I feel sorry for those working in live chat who have to deal with the frustration of the many customers getting a very poor service from this factor. But thank you, Nicole, for being on the ball today.
4/5
TrustpilotAs the factor for our property we don't…
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.
Thank you for your feedback, we really appreciate it.
5/5
TrustpilotRented through ross and lidded west end…
Rented through ross and lidded west end for a couple of years. the girls in the office were always very helpful and extremely friendly. especially helpful when I often forgot my keys. Great friendly service all round. cheers guys
Thank you so much for taking the time to leave this review. We’re delighted to hear you had such a positive experience renting through our West End office. The team will be really pleased to know their friendliness and support made a difference - especially when it came to those forgotten keys! We appreciate your kind words and are glad we could make your tenancy a smooth and pleasant one.
5/5
TrustpilotI contacted them today hopefully…
I contacted them today hopefully problem will be resolved as they are looking into it asap
Thank you for your review. We're pleased to hear that your concerns were acknowledged promptly and that the matter is now being looked into. We appreciate your patience while our team investigates and works towards a resolution. Team R+L
5/5
TrustpilotI am pleased to report that to date my…
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.
Thank you for taking the time to share your feedback. We’re delighted to hear that your experience with Jasmine McKenna has been so positive. Providing professional and reliable support for our clients is very important to us, and it’s great to know this has been reflected in your dealings regarding your property.
1/5
TrustpilotHow bad are Ross and Liddell? Let me count the ways...
I just want to add my dreadful impression of R & L to the many damning reviews.This company, in our experience:o Has neglected the essential and urgent maintenance of the fabric of our Grade A listed building to the extent that parts of it are now rotting.o Overcharges for, apparently, everything. Never seems to query any invoices, no matter how absurd or extortionate. It's not their money so why bother?o Makes it impossible to communicate other than by their chat line so you are constantly having to explain the same problems again and again to different staff members, none of whom know our unique propertyo Ignores complaints - it feels like company policy is to carry on a war of attrition, knowing that most folk will give up in the unequal struggle.o Is incapable of sourcing contractors for important and urgent jobs.How this company is allowed to continue operating is an absolute mystery. Their MO appears to be to squeeze as much money as poss from a property without doing any of the work. When customers cotton on to the fact that they are NEVER going to fulfil their obligations, they leave them, but R & L is never held to account. They just find more victims. Over a period of 4 or 5 years they have neglected our property at an exorbitant cost. When challenged, they are defensive and obstructive to the point of rudeness. A normal response time with senior management is anything from 2 to 4 weeks. And sometimes they just don't get back at all. They don't seem to understand they are in a SERVICE INDUSTRY and we are their customers. If you want to know more, please contact me via my Facebook profile and we can share details. Time for class action?Note, in reply, Ross and Liddell are sorry to learn of my feedback. Not sorry for the issues their neglect has caused, but for the feedback. They say that my (latest) complaint has been logged with the complaints manager. How many small companies have a dedicated complaints manager? That, and the testimonies of hundreds of dissatisfied customers speak volumes. Why not refer our issues, issues which their own inspectors have logged repeatedly and uselessly for years, to someone who will actually fix things? Radical idea, perhaps, but maybe they might give it a go. I, for one, will not be holding my breath.
Lisa, we are sorry to learn of your feedback. We note that you have been in touch with our team on multiple occasions over the past week and your complaint has also been logged with our Complaints Manager.
5/5
TrustpilotChat operator
Candela was very efficient and professional
Shaun, we really appreciate you taking time to review. We're glad that Candela was able to assist you. We will be sure to pass on your feedback to her.
5/5
TrustpilotHelp with issues
Angus dealt with a couple of complicated issues over the R&L online chat with patience and professionalism.
Thank you for your review. We're pleased to hear that Angus was able to help resolve your queries through our Live Chat service with patience and professionalism. We'll be sure to pass on your kind feedback to him. Team R+L
2/5
TrustpilotI am still waiting to hear back Re Gardener request.
I am still waiting to hear back about my request for a one off tidy up with gardener. I requested this through R&L online chat a couple of months ago.I also don't like the system of the client support team instead of a property manager as its so much better having one person to deal with a problem and I don't feel things are dealt with the same.I just feel that recent changes have not worked for the better.
Catherine, thanks for your feedback. Our team will be in touch this week with an update on the one-off tidy. We do still have Property Managers, but they are not allocated to specific developments, as we work as a team to resolve client queries. If you have any specific queries, please contact us as our team will be happy to assist.
1/5
TrustpilotFactors for our property development…
Factors for our property development and I find a lack of clarity and communication re: charges. I also find their client portal VERY difficult to use and I have problems accessing every time and finding my way to the payment page.I was late paying my bill last quarter which was my fault, but because the charges are split over 2 bills (one for the consortium and one for my property), they’ve hit me with two late charges, which I don’t think is reasonable at all. I tried to find an email to get in touch, but apparently there’s no email mechanism anymore which is strange for a customer facing business indeed! Spoke to someone on Live Chat, who I found quite rude to be honest and said she’d escalate to her Head of Dept, but given no reference or confirmation number to follow up on and prove whether this actually will ever happen or not. Lost all faith in this process!Will no doubt incur further late charges whilst waiting to hear back as to whether to pay these ones!! Have sought advice now from Citizens Advice-would recommend anyone in same situation do the same as they’re really really helpful in advising rights etc. Would not recommend using this company if you can avoid
Nikki, we have sent you a request for further information so that we can identify your account and assist you. Regards
1/5
TrustpilotProbably the worst organisation I have ever had to deal with
I don't like to have to give negative feedback but Ross & Liddell have given me no other choice.Our monthly fees increased by over 50% in September and we were given no explanation for this. It seemed ridiculous as myself and the other residents within my building had expressed that we were dissatisfied with the service received so if anything our prices should have been reduced.Together with 11 neighbours (including myself that's 12 out of a block of 15 flats) we wrote a letter to Ross & Liddell to complain about the increase in price and our unhappiness with the service provided.We took a great deal of time to read through the reports, carried out in 2024, on our property and found that jobs had been sitting with no action being taken for over 4 months in some cases and 7 months in others. Our monthly fees were still being paid during this time (with no reduction) yet the work we were paying for was not even being started.Our letter was sent, via email, on the 19th of August 2024 and we waited until the 28th of August 2024 to even get an email confirming our email had been received.We then had to wait until the 18th of September 2024 (so over 4 weeks after our email was sent) to receive a written response.The response was extremely defensive. If I was a manager at Ross & Liddell and had 12 out of 15 residents of the same building complain about the same issues, it would make me aware that there had been failings on Ross & Liddell's behalf, that a detailed plan of action should be sent to those residents to explain how these issues will not arise in future and a form of compensation for the monthly bills these residents had paid whilst jobs were not being done would be sent to each of them, along with a letter of apology.This was not the case, as (as I mentioned) the person who responded was extremely defensive and did not want to take any accountability. The jobs we had noted in our letter as having been sitting on Ross & Liddell's reports from January, March and April 2024 with no action been taken were addressed from the 28th of August 2024 so 9 days after we sent our letter to them. Therefore if we had not sent that letter, would these jobs still be sitting with no action having been taken? I would think most definitely yes.Basically myself and the other residents within my building have had to act like managers at Ross & Liddell, following up on jobs that are incomplete. We all have our own jobs, do not get paid a salary by Ross & Liddell and are paying a lot of money on a monthly basis to the company to follow up on these jobs yet we have to do unpaid work for them?I asked to speak to someone at Ross & Liddell after receiving their response.The woman I spoke to could not see the letter we sent nor the response the person from Ross & Liddell had sent us. I had to take another large amount of time out of my day to retrieve the email response, send it to the staff member and wait on her reading it. Why they had not saved these letters to our accounts makes no sense to me. Just another way in which they are completely disorganised.The woman and I went round in circles for about 35 minutes, until I felt so unheard and drained dry that I realised I just had to leave it at that. The only thing that came from that conversation was that the cleaning company was going to be asked to improve their standards and display a cleaning schedule where we can see it. I was told the schedule would be visible in our building within a week - this was on the 7th October and by the 19th October there was still nothing there.Therefore I sent another email on the 19th asking why, once again, I was having to follow up on jobs that Ross & Liddell should be ensuring are happening. I was then told on the 23rd October 2024 that the schedule was in the building and accessible to residents. The schedule apparently had been in a cupboard within the building prior to that so I don't understand why it takes over 2 weeks to move a schedule from one area to another, in a small building.The schedule had only one name printed at the top and dated 23rd October 2024 so looks to me that there was no previous schedule and that I have been lied to.I am only still paying my monthly bills to Ross & Liddell because I unfortunately was entered into a contract with them when I bought my flat in April 2022. I was unaware that myself and my neighbours would be so incredibly unhappy with the service received. Having spoken with the residents within my building, I know that if we were not stuck in a contract with Ross & Liddell we would definitely not be with them.I see no point in communicating with Ross & Liddell staff anymore as I leave any forms of communication with them feeling frustrated, unheard, disappointed and extremely stressed. They're not interested in improving so I no longer see any point in upsetting myself.UPDATE: R&L never did respond to this.
Hi, we are sorry to learn of your dissatisfaction. We are are keen to discuss matters with you in an effort to resolve your queries. We have sent you a request for information, to enable us to identify your account, and assist you. Regards
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
Ross and Liddell's Glasgow office has 486 reviews across two platforms: 4 on Google, 482 on Trustpilot.
Ross and Liddell Glasgow is rated 2.9 out of 5 across all 486 reviews, and 2.0 out of 5 on Google from 4 reviews.
Ross and Liddell Glasgow, 89 Byres Road, Glasgow, G11 5HN.
