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.
1/5
TrustpilotWe have experienced ongoing issues with…
We have experienced ongoing issues with communal grounds maintenance at our development for a prolonged period of time.
Thank you so much for bringing this to our attention. We are keen to resolve the issues outlined. We have sent you a request for further information, so that we can identify your account. On receipt of this information, our team will be in touch to discuss next steps.
1/5
TrustpilotIf I could give a zero rating
If I could give a zero rating, I would. Happy to take our money the last 22 years but not so, when it comes to requesting work/repairs on the site.Too lengthy to go into but just to say that this issue has been going on since March/April and as of 1st November has not had a Satisfactory conclusion. End of discussion.How I really feel about this company is not printable.
Thank you for your feedback, Fred. We would be keen to discuss your concerns further, if you wish to get in touch with our team. Thanks
5/5
TrustpilotPaige on the repairs team was very helpful
Spoke with Paige on the repairs team who dealt with my query efficiently and solved my problem
Peter, thank you for providing feedback, we appreciate it.
1/5
TrustpilotBeyond angry right now
Beyond angry right now, we are a block of flats being actively destroyed by Taylor and Wimpey and they are less than helpful.. We find out today they have agreed something with taylor wimpey without any of our knowledge - they refuse to answer me on the phone and they are presently breaking my heart.***********Update. Firstly. I haven't heard from my councillor at all. I will be challenging him tomorrow on this. As if he has communications he hasn't shared that's a deep concern and would validate an inquiry. So shall figure that out too. Response to the other pointsThe fact that Ross And Liddell declare no unreturned phone calls is legit hilarious. I have called Sean Larkins and Various other mangaers REPEATEDLY. Leaving message after message and message after message.I haven't heard back in any regard other than the so called complaints procedure manager telling me that the dude who dealt with complaints is gone and they can't help me. And oh. I've got proof of all of this.I bring receipts. I pay a small fortune for a service I am not receiving I have made it clear I won't be ignored.My phone number, email and all evidence of this so far . Is readily available when someone is prepared to help me. Further Update - Sent letter from Jennifer and received which basically said she didn't agree that the company is hard to get a hold of and doesn't respond. So more or less called me and my husband liars. Not a great start to a healing relationship.I have requested a meeting - as a paying customer this is the very minimal customer service expected. Shall continue to update
Laura, we have provided you, and your representative with a response on this matter. We are not aware of any phone calls going unanswered. We appreciate that you are understandably concerned about the ongoing issue being experienced at your property and we are working to assist in resolving this. It is not clear what you consider has been agreed with the nearby developer, but we would be happy to discuss any concerns with you. Regards Further update:- Laura, thank you for responding. We shall arrange for our Head of Client Support to call you in the morning to discuss this further. We will investigate the issue with unreturned calls and unanswered queries and revert to you separately.
2/5
TrustpilotUnsatisfactory Service so far
Communication has always been difficult - often receiving no responses or irrelevant responses, if any.Staff say the new, live chat system will mean issues can be dealt with quicker. Although I spent a long time on two, separate conversations - most of which felt like I was just receiving copied and pasted replies.I eventually spoke to a manager who promised improvements would be made to the cleanliness of the hallways and faeces found at the back of our bin store (which had been ignored, despite reviews having been done by Ross & Liddell representatives) would finally be remove. This was around ten days ago and so far I have seen no change, so I won’t hold my breath.In response to your reply on 08/05/24, my issues were not promptly responded to. I had to go around in circles with two staff members on the Live Chat, before I eventually was transferred to a manager.What the manager said made some degree of sense and she did say she’d try to resolve two of the problems within the building - the poor standard of cleaning and the faeces in the bin store. It’s almost two weeks later though and the hallways remain filthy, despite cleaners having meant to have been.I haven’t contacted you again because I don’t have the time and energy to waste on what seems to be wasting my breath.You only have to look at your other reviews to see your service is not up to standard.
Ms Walker, thank you for providing feedback. We note that your questions were promptly answered by our team, with a detailed response. Our team subsequently communicated your comments to the cleaning contractor that day. Please note that this matter was not raised with us before you advised us of this recently. We note that our Head of Client Support subsequently contacted you explaining our inspection process and actioning your repairs request. We are disappointed to learn you remain unsatisfied despite our efforts to resolve your queries. We look forward to working with you to improve our relationship going forward.
4/5
TrustpilotI am not giving Ross & Liddell 4 stars…
I am not giving Ross & Liddell 4 stars but I am giving their employee Dee Watson an excellent score due to her communication skills and actually being proactive in dealing with the concerns/issues I have had with my property. Ross & Liddell have not been great to deal with and incredibly disappointed with the service provided but hopefully through Dee, I am beginning to see some progress. Ross & Liddell - please look after good employees like Dee. They are hard to come by and the amount of staff I have spoken to that are now no longer at R&L, is no coincidence.
Bryan, thank you for taking the time to leave a review. We note your comments on Dee, who was delighted to learn of your feedback. We are pleased to note that you have seen improvement on the service which we now offer, following significant changes to our structure. We look after all of our staff, who all work very hard to provide an excellent service to our clients.
1/5
TrustpilotIncompetent doesn’t even begin to cover…
Incompetent doesn’t even begin to cover Ross & Lidell. Our estate have experienced numerous issues and R&L are impossible to get hold of, do not give regular updates, are not proactive in the slightest.Other reviews here seem to be off the back of invitations to review from R&L. Proceed with caution and expect to pay huge fees with very little serviceNote the reply from R&L - for context, a communal wall was hit by a car - 18months later and it still hasn’t been reinstated despite countless chasers to R&L. Siting delays with the contractors due to the weather is just the latest update from them - no reason for the delay of over a year to move this forward at all. If the only delay had been on the contractors side I wouldn’t be writing this review.
Yasmin, we understand that you have already received a reply to your formal complaint and that matters which required to be actioned have been actioned. The outstanding matter of reinstatement of the wall has been delayed due to weather. conditions. This has now been booked in and we note that our Operations Director provided you with an update on this directly. We are sorry to learn that you remain dissatisfied, despite efforts taken to resolve your query.
5/5
TrustpilotClaire answered my request for help…
Claire answered my request for help over the Chat Line really quickly and with lots of details.
Chris, it's lovely to read your comments. Thank you for taking the time.
2/5
TrustpilotNot great initially but an improvement now
Truly the worst customer service I’ve ever received. I have been asking the repairs team for almost 4 weeks now to escalate something to a Property Manager as it was urgent. Every time I live chatted or phoned I was assured it had been passed over or that someone was going to call me back. Turns out nobody had bothered their backside to and I was being constantly lied to. I was promised a call back from a Property Manager & after the 24-48 hour call back window I had still heard nothing. So again, I had to chase. When I got through to the Property Manager she had no idea what I was talking about. Thankfully she actioned exactly what was needed and what I had basically spend 4 weeks of my life pleading with the repairs team to pass this over and escalate it. The process isn’t over yet and I the thought of having to continue to deal with this company now and in the future fills me with so much anxiety.* edited review. After 4/5 weeks of being palmed off by the Repairs team I was finally put in touch with Rosslyn, one of the property managers. She was fantastic & actioned everything so quickly and we’re now in a position where things are moving forward. Frustrating to know we could’ve been in this position weeks ago if the repairs team had escalated it when I asked but I really can’t praise Rosslyn enough for how great she’s been with everything.
Stella, sorry to learn that you are not happy with the service received. We note that matters have been actioned, but that you consider the process 'isn't over yet'. We have arranged for our Head of Client Support Services to contact you to resolve matters. We note your updated feedback and are pleased to hear that Rosslyn has taken matters forward. Thank you very much for updating that.
1/5
TrustpilotAwful factor
Awful factor, awful communication and they simply have no customer focus or development interest. Live chat whilst it works, you do not get their full attention. So responses can be 3-5 minutes apart (yes you are expected to wait)This is all to grind you down of course, they done away with emails to make it more difficult for you to complain. They get 5 out of 5 for turning a new build development (6 years old) into a development that looks twice its age. Buildings insurance, yes they arrange that too. So would you if you realised the money in it. They are on a commission of 22.5% of the premium. So what is their incentive to get owners the best price? If I could give a minus score I would
Graham, thank you for taking the time to respond to our review invitation. We note that you have received a full response to your complaint and that you remain dissatisfied.
5/5
TrustpilotQuick response
Went on portal and had chat with Rhiannon who was quickly able to deal with my issue. Good experience.
Thank you so much for sharing feedback on our services. We really appreciate it.
1/5
TrustpilotShocking Factor who manage nothing
Shocking factor they don’t complete works as per the factor agreement - never weed, never mulch and never remove grass cuttings. They charge a management fee yet manage nothing leave dead trees for years then charge the residents. Can’t say much more as the posts keep being removed can wait to get to court to highlight this business after 5 years of failed promises from all levels within Ross and Liddell
James, please see our response to your previous reviews. Thanks
5/5
TrustpilotI had an admin account query which was…
I had an admin account query which was promptly resolved by Nicole.
Thank you for your feedback. We’re pleased to hear that Nicole was able to assist you and resolve your query promptly. We’ll be sure to pass on your kind comments to her, and we appreciate you taking the time to share your experience.
1/5
TrustpilotIt’s sadly not possible to give less…
It’s sadly not possible to give less than 1 star for this company. Don’t know how they’re still operating as a factor they don’t seem to like fulfilling their factoring duties. Repairs are ignored, you have to chase them up constantly to get anything done and even then it won’t be done. We’ve been trying to get an external building issue investigated and repaired since first reported in November 2022 and it’s still not resolved. The only communication they’ll share with you on the issues are if you are the one chasing it, they won’t offer any information willingly. Steer clear.
Rhona, we have sent you a request for further information as we are keen to understand the specifics of your query, in order that we can assist. We look forward to receiving this information.
1/5
TrustpilotWorst company I've ever dealt with
Worst company I've ever dealt with. Charged me for work I never asked for, refuses to supply me with explanation regarding certain fees and has now threatened legal action after not responding to my queries ongoing for nearly a year. Their staff are rude, dismissive and lazy not to mention go through every hoop imaginable to avoid doing their jobs.In reference to the comments left below by the organisation. I have e-mails dating as far back as August of 2023 which show a dispute raised. None of the concerns in my dispute were dealt with, none of the information requested was provided and there were even several months where the manager I was speaking with told me he had passed it to a colleague and no one got in touch at all until I got back in touch to prompt their response. It was only after this trust pilot that a separate manager finally supplied me with the evidence I had requested showing work done. I re-iterate, this company has the worst customer experience I have ever encountered in my life.
Mr Glendinning, I note your various interactions with our team following contact by our Credit Control Team. We do not agree with the comments made above. Our teams have explained all charges to you and made several attempts to resolve all queries. Should you wish to discuss further, please get in touch with our office.
5/5
TrustpilotI called today with an over flowing…
I called today with an over flowing drain. I spoke with vicky a pleasant extremely helpful young girl. We discussed the problem vicky gave me a job reference an advises a contractor would be in touch. A short time later she phoned me back to advise a contractor would be out within the hour an without fail the job has been done excellent service from Ross and Liddel an vicky is a credit to your team
Thank you for taking the time to leave a review of our service. We have passed on your feedback to Vicky, who is delighted.
3/5
TrustpilotMixed Views
I've been with Ross & Liddell for 4yrs and mostly things could be a lot better.The broken skylight that took over 2yrs to be fixed.The forecourt with potholes and parking bays with all markings obliterated. The poor or non existing lighting in the stairwells.I noticed for the first time recently that you have a Rep doing a monthly check on the property. The grass cutting and surrounding gardens are well kept.Would be good if we had a nominated member of staff that we are assigned to.
Paul, we appreciate you taking the time to respond to our review invitation. I'm sorry that you have experienced issues in the past. We have made significant improvements to our operational structure, which includes the introduction of a dedicated Inspection Team, as you have mentioned. It is good to see that you are now noticing improvements following the changes we have made.
1/5
TrustpilotNo help what so ever
This company needs to start listening to clients they are managing our estate for us the tennants who pay them and they tell you one thing and do the opposite. Would never recommend them and staff on phones are very ignorant to clients they need training on how to communicate with people. The clients on this estate are now thinking of getting a new property management team.
Pauline, thank you for taking the time to leave feedback. We are sorry learn that you are unhappy with our service. We note that our Property Management Team met with owners recently. They are currently reviewing the Tree Report received last week. They will be in touch with you and other residents on the estate shortly in this regard.
1/5
TrustpilotTelephone calls to Ross and Liddell…
Telephone calls to Ross and Liddell since we booth the property regarding the windows needing to be painted. I email them last year and eventually one of the property’s manager came to see it last month and agreed that my apartment windows had not been painted and they were going to do it. The next day a received an e Mail saying they are not going to do it!
Frank, we have sent you a request for further information in order that we can assist you with any outstanding queries. We await your response. Thanks
1/5
TrustpilotDisgusting
Rude, Threatening & incompetent. Disgusting customer service. Unfortunately because of the corrupt nature of the Business they are in & “arrangements” with house builders, theres nothing you can really do. And they know this, so they don’t carry out the services residents pay them to, and if you withhold payment to try and get them to take action you get hit with threatening debt collection letters. As you can see by the reviews on here and their unwillingness to engage with customers, they don’t give a toss. They’re going to get their money either way.
Mr Hosie, We note the comments made within your review, however, we do not agree that our staff have been rude, threatening or incompetent in dealing with your enquiries. We have assisted you with your enquiries, which followed contact from our Credit Control Team. Should you have any further queries, or require further clarity on the role of a Factor, please get in touch with our Client Support Team, where our staff will be happy to assist you.
1/5
TrustpilotThey are trying to enter property with no arrangements or concent
I called the main office, as R&L have decided that a block with 66 flats shouldn't have a property manager, and I complained about water leaking jnto the basement of the block to some lady that didn't want to hear any details about the problem and told me the inspection is gonna figure it out, me and other tenants in the building shared the cost of the survey, and about 3 months later, to my shock I found some bloke who didn't identify himself clearly, trying to open a door into my flat, because according to him "they gave me some keys and told me to check for leaks from the balcony of your flat". When I called them to ask what's going on they told me to speak to my property manager- which we don't have. Shocking and terrible service
Mr Kremiansky, I am sorry to note the issues you have experienced. This seems to have been a misunderstanding. Our team have looked into this and will be in touch with you this week to discuss this matter further.
5/5
TrustpilotGood communication and a lovely team of…
Good communication and a lovely team of people, have been with R&L in this rented property for almost 3 years and find Claire and the team supportive and genuinely a good bunch of people.
Thank you so much for your feedback. We really appreciate it.
5/5
TrustpilotHelpful from early on...
From early on, my dealings with this staff and office as a potential, then actual, tenant were supportive, and helpful. Working from a small office in Glasgow, I found this small team to be attentive and available on the phone, offering helpful advice, particularly when my tenancy situation became difficult with the landlord unwilling to allow basic things like running a missing internet connection into the property. I no longer rent with them, though wish that I did. A huge thanks goes to Joanne, who went out of her way to guide and support me through my short time with them.
Thank you so much for your feedback. This is much appreciated.
4/5
TrustpilotContacted re fly tipping
Contacted re fly tipping. Immediate response initially and then as email sender had ‘no reply’, I waited another couple of weeks.
Jacqueline, we're pleased to hear that our Client Support Team handled matters quickly. Thank you for your feedback.
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.
