Ross and Liddell Glasgow reviews

★★★★★ 1/5

Trustpilot

Opaque/questionable business practices.

Opaque/questionable business practices.lack of engagement and transparency when dealing with them on the topic of retendering for a ground maintenance contract. 2 years ago they dropped one of their approved contractors (who they still use for other developments) and installed another contractor at x2.5 the annual cost because of an unspecified number of resident complaints. That new contractor has, subsequently, further increased annual costs by significantly more than inflation without any appreciable improvement in service. Ross & Liddell management fee in the last 12 months represents a 70% markup on those maintenance costs.Now, coming to the end of the current contract, Ross & Liddell refuse to re-tender for the maintenance contract unless at least 56 residents instruct them to. Giving owners less than 2 weeks from receipt of a letter, that some people didn't even see, to feedback with a request to retender.Not even acknowledging letters of complaint or requests for information, let alone engaging to respond, seems to be the standard way of doing business. Repeated promises of call-backs that never come seems to be the norm.Far from satisfactory experience and I'm not the only owner, in this development, that is questioning the value offered by this factor.UPDATE:You have requested additional details - these are all in the formal letter of complaint (copied below) I sent ......that you haven't even acknowledged yet!Dear Sir/Madam,I’m writing to lodge a formal complaint, regarding Ross & Liddell management of the services for the Wallace Grange 2 Development in Dunfermline and also regarding the level of customer service support from your team.The primary matter is in relation to the refusal to re-tender the grounds maintenance contract unless more than half of the householders request that you go to RFP. The incumbent has had the contract for 2 years now and has not provided any appreciable improvement in service compared to the previous contractor, who you de-selected yet still retain on your AVL. In trying to resolve this issue with Amy and then Paul Thomas I have been promised emails and several call-backs that have not happened. I have called several times and it seems impossible to get to speak to any of your property managers and I’ve been advised that it’s not at all possible for me to contact Jennifer Harkins. When I tried to call your Glasgow office today somebody hung up on me, as soon as the call was answered, and then I couldn’t get an answer at all when I tried to call back. I have included, below, my correspondence last week on the matter which also includes a number of requests for information. This letter has not been acknowledged or responded to. At the bottom of this email you will also find the transcript of the webchat that I had with Amy when I first raised the issue. As I said above, I have tried several times to call to discuss this but I now believe I am being ignored and avoided. I would appreciate it if somebody with authority to deal with this complaint could acknowledge this letter and contact me to discuss the matter, and my requests for information contained below.In summary, I contend that Ross & Liddell are not being honest, open, transparent or fair in your dealings with homeowners and you have not, contrary to your code of conduct, provided me with a copy of your complaints handling procedure on request. Furthermore, I don’t believe you are applying your policies consistently or reasonably and I also believe that you may not be maintaining appropriate records that would demonstrate how you comply with the requirements of your code of conduct. Given that I consider myself currently in dispute with Ross & Liddell I intend to withhold payment of the £78.90 invoice received on 31st October. I note the invoice does not state any payment terms, simply stating “immediate upon receipt”. If you intend to levy any late payment charges on my account, while this dispute is ongoing, I insist that you provide a letter with clear proof of your right to do so before any charge is applied.I look forward to your response.Yours faithfully

Barry · 6 November 2024

★★★★★ 1/5

Trustpilot

Seven years of terrible service

Seven years at Kinleith Mill , Currie we were foisted with this company, which was a general de facto appointment by Cala.During that time we had one helpful contact, but that didn't last long. The last dealings, we were only 'allowed' to make contact through the live chat (I was rebuked by the manager for contacting him through e mail).And, by their own t&c's, any cancelling of the contract required us to give names, addresses and how everyone voted My own list of failings experienced comprises, but not limited to:-Shoddy drive by inspections Director refusing to answer e mailsSelf authorised remedial works at anything up £500, meaning 3 light bulbs changed in apartment block - over £300 - and a quote to put up wire mesh (6' x 2') to stop pigeon ingress to communal bin area - £600.On the above they sent cleaners to the wrong bin store and still charged residents months later.Undetailed additional billingWeb portal not accessible to allCommunal plant areas covering residents gas boxes for monthsBuilding insurance revaluation of apartment blocks not conducted within the maximum 5 year periodAnd general unhelpfulness throughout

Jerry · 2 November 2024

★★★★★ 1/5

Trustpilot

Dreadful company ..Avoid like the pague

If i had prior knowledge to life under a factor like ROSS and LIDDELL I would have definetely dodged this bullet.Every contact results in the promise of action and there followed by a hollow silence. Scant feedback leaves us feeling cut loose and in the dark.The amount of anxiety they cause residents dragging out minor esssential repairs until they become major and expensive is exhausting and ridiculous .Whoever you are reading this avoid their company lke the plague .I honestly dont know how they sleep at night" Parcel of rogues" right enough

Sylv · 28 October 2024

★★★★★ 1/5

Trustpilot

Worst company on the planet, avoid at all costs.

Absolutely terrible. Worst company I have ever dealt with in my life. If wasn’t legally obligated to use Ross and Liddell as my factor I would not use them.Every time I have an issue and I contact Ross and Liddell, no action is taken, no feedback is given, they do not keep in contact with me and they have the worst customer service I have ever dealt with. Avoid at all costs, I have been with them for 5 reluctant years.

CR · 22 October 2024

★★★★★ 5/5

Trustpilot

Amazing Client Support team!

After a rocky start as a new home owner, due to my own lack of understanding, I have been talking with Ross & Liddell's Client Support team and I have to say they have been absolutely amazing, They have taken the time to answer all my questions in detail, making sure that I understand in great detail, everything I wanted to know.Recently I had a open query on the cleaning of the building which I have been kept in the loop throughout and was satisfied by the answer given.I also had a courtesy call from their manager to make sure I was happy with everything and it was explained it was one of their newer starts who dealt with my issue. I am at total ease knowing I have the Client Support team there to help me when needed. :)

Ryan · 22 October 2024

★★★★★ 1/5

Trustpilot

Worst factor company ever

We moved to a factored flat in Scotland in 2021 unfortunately for us our factor is Ross and Liddell aka Dross and Dolittle. The star rating only allows for a minimum of one star. R&L are an absolute disgrace, they take owners money but fail repeatedly to deliver on their own stated SLA. Staff will tell you anything, but deliver nothing. Don’t bother complaining either as their internal complaints department lacks integrity and denies that they have failed to deliver their own SLA.

Christopher · 14 October 2024

★★★★★ 1/5

Trustpilot

Avoid at all costs

They were totally ineffective and very frustrating to work with. My property manager was dishonest, always slow to respond and react and also a very poor communicator. Urgent work on the property was never treated as urgent and on many occasions the work carried out was substandard and overpriced. They need a total overhaul of their customer services. Since writing this review, I have learned that they no longer have allocated Property Managers and have introduced a Live Chat function on their website so this may go some way to addressing some of the frustrations I encountered.

Simon · 13 September 2024

★★★★★ 1/5

Trustpilot

The worst company I have ever had the…

The worst company I have ever had the privilege of dealing with.

Kane · 30 July 2026

★★★★★ 5/5

Trustpilot

Kerri helped me manage a query swiftly…

Kerri helped me manage a query swiftly and in a friendly manner.

Janeky · 27 July 2026

★★★★★ 4/5

Trustpilot

Vicky the star

The girl Vicky was fantastic, very helpful and extremely nice to deal with. However because the landlord was not helpful there was no moving forward on Ross & Liddell side which is annoying because the other property is still being affected.

Customer · 21 March 2024

★★★★★ 5/5

Trustpilot

Great interaction with Angus today

Great interaction with Angus today - prompt responses.

Chris · 20 August 2026

★★★★★ 4/5

Trustpilot

Mixed response

The client support team are a new team set up this year to support home owners. The communication is a step change from what we had in the past. I find the response is mixed depending on who you speak to. Amy, Jess , Candela and Stephanie have been very supportive but other can be less supportive. My main issue is with the company we have engaged for our ground works not the client support team.

Mrs · 24 October 2024

★★★★★ 1/5

Trustpilot

Kicking problems into the long grass

A subcontractor employed by Ross and Liddell destroyed 2 large decorative plant pots that were my in garden on 24 May 2024. This has not been disputed and I submitted photographs showing and explaining how this accident happened. After 3 months and numerous phone calls and 'live chat' sessions Ross & Liddell have today 21 August 2024 informed me that I have to take this up with the subcontractors. As far as I am concerned I do not have a contact with the subcontractors. This is Ross & Liddell responsibility. In my opinion this is an example of really poor customer care and liason. My intention following this review is to phone them again tomorrow 22 August 2024 to discuss the best way forward.

Mr · 21 August 2024

★★★★★ 1/5

Trustpilot

Could do better

Sadly, I cannot recommend Ross & Liddell as they have been very slow to deal with a roof leak I first reported in August 2023 and work is maybe going to start Sept 2024. I’ve contacted them dozens of times and had to take a lead in managing the process as there is no proactivity. They have excellent front of house staff and good intentions but the leadership is invisible and there is no accountability at director level - just excuses.

Iain · 10 July 2024

★★★★★ 1/5

Trustpilot

Can't even get into the portal to pay…

Can't even get into the portal to pay my bill. No secondary authentication code sent even though I have requested at least 10. Been here almost 4.5 years and never see the grass getting cut. Never see any work actually being done and never know when/how much my bill will be. The last time I queried a ridiculous charge I never heard anything back. I have no idea what I am paying for.

Shannon · 30 October 2024

★★★★★ 5/5

Trustpilot

Helpful staff

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

Steve · 14 May 2026

★★★★★ 1/5

Trustpilot

We're in a contract with R&L

We're in a contract with R&L - by law we need to give them our money or they will send bailiffs to our door. R&L know this and do the bare minimum work because they have made it so difficult to leave. Extortion. No idea how this is even legal. Forced to pay whichever fee they decide to bestow on us and they do no work in return. If you ever get the chance, stay clear from R&L. Shop around for people who actually work for their money / will let you leave if you are unhappy with the contract.

Matthew · 2 July 2024

★★★★★ 1/5

Trustpilot

Terrible

Terrible. We’ve been paying for ‘factoring’ on our estate for a number of years. Our house is a corner plot and as a result our front garden is next to ‘factored’ grass.This grass is very rarely cut and more often than not I find myself cutting it back.Invoices are sent through their online portal. However, when you open your account it says ‘no outstanding payments’ even when there is something to pay. Thankfully we’re in the process of moving away from the estate.

Michael · 2 July 2024

★★★★★ 1/5

Trustpilot

Ross and Liddel have had the contract…

Ross and Liddel have had the contract to maintain our street for as long as I have lived there( 8 years) baring in mind there is roughly 46 houses in the street at possibly £200 or more a year (£9,200 roughly)All I can say is this is basically minimum standard of upkeep, we have a visit about every 2 months, by this time we have overgrown grass, tree's, hedge's and basically any greenery area possible. I have photo's of a hedge that has not been trimmed for over 9 months and now pressuring my wall to the point of cracking.I called 2 weeks ago regarding this, stating that I had already called citezens advice who have advised me and all the other residents to contact a lawyer for breach of contract.Trying to make contact with someone is about as easy as trying to steal the crown jewels.Stay away from this company, at least Dick Turpin wore a mask when he robbed you

Andy · 2 July 2024

★★★★★ 1/5

Trustpilot

Rubbish company!!! Avoid!!!

Rubbish company!!!Keeps charging unnecessary service charge!!! I am sure the power from the building solar panel could cover at least 50% of the daily electricity use but R&L keeps charging each of us >£100 for 3 months just for the lights with sensor in the stairway.I have sold my flat but R&L is going to charge us some sort of move out fee, it is unfair and no one mentioned it to me before I bought my flat, this company is a big joke. Please close the business and never make people angry again.

Leo · 24 June 2024

★★★★★ 1/5

Trustpilot

Terrible service and customer care

Terrible service and customer care. We are “obliged” to pay a maintenance fee for maintenance work to be carried out near/close by to our property, even though it will not directly effect my property. It’s not about the small fee that we have to pay it’s the principle that these people are not doing their jobs. The grounds surrounding our property are not kept in order at all and after speaking with an agent that works here they were no help. I asked for evidence if these people have done their job around our neighbourhood and their reply was to “check the brochure myself as it was too long for them to look at”. My neighbours all agree and have to take it in turns to clean the area and cut the grass which does not belong to any of us. Absolutely ridiculous and NOT PAYING

S · 21 June 2024

★★★★★ 5/5

Trustpilot

Great friendly staff.

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

Masoud · 27 April 2026

★★★★★ 1/5

Trustpilot

Just wrote another check for Ross and…

Just wrote another check for Ross and Liddle it’s the worst factor out there 70 Craigpark in Dennistoun been ripped off by this factor for roofing repairs they charged us Nearly £200 between the other tenants for two screws on the bannister this factor just has a license to print money I don’t know how the law doesn’t investigate them

Roseann · 22 February 2026

★★★★★ 5/5

Trustpilot

Rhiannon on the online chat is…

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

Sean · 19 May 2026