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
TrustpilotCall was answered immediately- person…
Call was answered immediately- person on the other end was helpful and polite- query was answered in less than a minute
David, thank you for responding to our review invitation. Our team are delighted with your feedback.
5/5
TrustpilotFantastic and very professional
Ross and Liddell have been absolutely fantastic since moving into my flat. They are always very quick to respond to any issues, they are very accommodating and reassuring whenever I have came into any problems financially and the staff are all very polite and helpful. I would highly recommend Ross and Liddell to anyone.
5/5
TrustpilotPrompt response and courteous.
Anna, we're glad to hear it. Thank you for providing feedback.
4/5
TrustpilotA useful step forward
The means of communication should prove to be a step forward following the demise when you could email direct to your allocated property manager. Past problems with customer services and repairs email addresses have created big problems in registering damage and repairs and communication with long and uncertain delays. Proof will now be in items raised being attended to promptly. Would benefit from being able to download and store "chats".
Eric, thank you for taking the time to respond to our review invitation. We really appreciate your constructive feedback. Our teams are working really hard to ensure that any follow up action is resolved as quickly as possible. On the downloading of chats, you can download a transcript after each chat, to save as required. We also save all transcripts on clients' accounts for future reference. We have sent you a copy of your recent chat, so that you have it for your records. Thanks again.
1/5
TrustpilotAbsolutely Appalling Company
Ross and Liddell property factors are the worst company in the trade. Time and time again I've notified them of repairs that need done to our block and despite numerous reminders they don't even have the the courtesy to respond - let alone arrange the repair. I'm still chasing one repair that was reported December 2022 and I'm still waiting for the work to be conducted. They're very quick at taking your money but never deliver the services that they're supposed to. Avoid like the plague and move to a better factor!
Good morning,We are sorry to hear of your dissatisfaction. Please contact us at clientsupport@ross-liddell.com with your address / account number and we will be happy to assist.Regards,Ross & Liddell
1/5
TrustpilotThis factoring company is totally…
This factoring company is totally useless. , cannot inform residents of meetings and generally incompetent There are 2 reasons that I have issues with Ross and Liddell .1 I made a complaint last year regarding Mark Sey Gardening which took more than a month for a response .2 I received no notification of this AGM until I contacted them , to be informed there was an IT glitch .
Lindsay we have sent you a request for more information, in order that we can understand the reason for your dissatisfaction. Our team maintain regular communications with owners on any upcoming meetings, therefore, we're keen to understand what has gone wrong on this occasion. On receipt of this information, a member of our team will be in touch with you to discuss your concerns. Thank you.
1/5
TrustpilotLive chat is a welcome addition to a…
Live chat is a welcome addition to a company who never respond in a timely manner to emails or phone calls. Feel sorry for those who have the misfortune having R&L as factors that do not have access to computers as they'll have to continue the lengthy process of contacting them through phone as not everyone has a smart phone , how will you assist those with issues ?
Mr Scott, thank you for taking the time to respond to our review invitation. We note that you were happy with our newly introduced Live Chat function. We are pleased that you consider this to be a welcomed addition. Clients can contact us via their smart phones or tablets. A PC is not required to use our Live Chat service.
5/5
TrustpilotGreat response from Nicole.
Thank you for your feedback. We’re pleased to hear that you had a great experience and that Nicole was able to assist you effectively. Delivering friendly, professional and responsive service is very important to us, and it’s always encouraging to see this recognised. We’ll be sure to share your kind comments with Nicole, they will be very much appreciated.
1/5
TrustpilotDisappointed with communications
I was in touch with you in July this year about an overgrown area of land that hasn’t been cut back. This wasn’t addressed so I chased it earlier this month, only to be told it’s no longer under your jurisdiction. Disappointed to be left with waste ground to the side of my property.
We note your disappointment, Susan but unfortunately this matter is out with our control. Regards
1/5
TrustpilotI have a serious emergency
I have a serious emergency - my roof has collapsed and fallen in. Water is also leaking through to my downstairs neighbours flats. Ross and Liddel have an emergency contact number for weekends when they do not work - no answer. Not surprised to be honest, never been given good customer service but be warned there is no emergency contact number for help - lies. Terrible service. Happy to take your money needlessly for poor service but not around when you actually need them to do their job.
1/5
TrustpilotRip off merchants.
Completely and utterlety pointless. I'm confident neighbouring properties are being changed less, and when challenged I was given a very vague answer. I can't justify paying this company for very little carried out. The fact that most maintenance also has a 'excess' is SHOCKING considering what I already pay every month. I would leave/stop my payments but APPARENTLY I'm bound by my mortgage to pay this. What a load of nonsense.
Jessica, thank you for taking the time to respond to our request for feedback. I am sorry that you consider factoring services to be pointless. This service ensures that common areas are well maintained and you are required to pay a share of costs for common areas as this is required, as outlined within your Title Deeds. Please rest assured that we do not apply 'excess' charges to contractor costs for services provided. If you have concerns about any specific charges, please get in touch with our office, who will be happy to provide copy contractor invoices, as required.
1/5
TrustpilotThis is a completely useless company
This is a completely useless companyThey don't listenPresent you with costs you didn't approve But you are stuck with themAvoid at all costs I refer to several sets of works undertaken on our estate where i have objected but no heed was taken and we are presented with a billThe latest being one i wasn't notified about at all,Nothing to do with the Window Cleaning
Mr Lyon, we do not agree with your comments. On reviewing your recent communications with ourselves, it is noted that you were frustrated by the suggestion that a window cleaning contract would be put in place. This was requested by an owner within the development, and we wrote to owners to gauge feedback on this. We note that you do not agree with this proposal and your account has been updated to reflect your objection.
5/5
TrustpilotFantastic Arisha
Excellent, professional help from Arisha via the chat room. Very responsive and super helpful.
1/5
TrustpilotRubbish management company
They do not answer emails, if you are lucky enough to have a telephone call answered you can't get any straight answers from them, they promise to get someone to call you back but it never happens, I have had many factors over the years some of which I thought were bad but Ross and Liddell have been the worst ever, unfortunately they are the management company supplied by the builders so we are stuck with them
Good morning,We are sorry to hear of your dissatisfaction. Please contact us at clientsupport@ross-liddell.com with your address / account number and we will be happy to assist.Regards,Ross & Liddell
5/5
TrustpilotA simple answer, quickly solved…
I asked for details of a cost of work to be done, in relation to a quote obtained earlier, as I could not understand the cost. The answer was very simple and very quickly explained to me and I am really pleased with the service today. Staff responses were polite, courteous, understanding and rapid.
Avril, thank you so much for taking the time to leave a review. We are really pleased to note that you are happy with the service provided by our team.
5/5
TrustpilotVery helpful.
Stephanie was very helpful. Many thanks.
Jean, thanks so much for taking the time to review. We really appreciate your feedback.
3/5
TrustpilotChat Reviee
The Chat service was useful in that it offered immediate contact, but when the point at issue remained unresolved it was followed up later in a no reply e-Mail that, as a customer would have been my preferred comms channel. Two channels didn’t seem the most effective way of communicating in my opinion. I would have preferred 1. Phone. 2. E-Mail. 3. Chat.
Clive, thank you for taking the time to review. We note your comments. Our response is issued to clients via our internal ticketing system. This response is issued to clients per their nominated email address, to ensure that clients receive any required follow up. If you have further enquiries, following receipt of our follow up contact, you can get back in touch via Live Chat or by telephone.
5/5
TrustpilotA great team
It's a great team, in particular i have had very good and satisfying experience with Ann McMaster who is a seasoned professional in the business.
Thank you so much for your feedback. It's great to read such a positive review. We will be sure to pass this to to Ann.
5/5
TrustpilotI done the online chat with Claire
I done the online chat with Claire. She replied to my chat and dealing with the issue I was reported. Very helpful.
1/5
TrustpilotAvoid Ross and Liddell, Negligent, Intimidating, and Unprofessional
Ross and Liddell’s handling of my situation has been nothing short of disgraceful, and the issue is still ongoing. After being informed of water leaking into the property below mine, I was immediately blamed without evidence and told repeatedly to "just get a plumber." Despite having no signs of a leak or any obvious water source above the affected area in my property, they refused to investigate properly and instead resorted to extreme measures. Vikki threatened to send Environmental Health and the fire brigade to shut off my water before I was even provided with pictures or information about where this supposed leak was coming from. This has caused me extreme distress and anxiety.Ross and Liddell have been aggressive and intimidating, expecting me to call someone to rip up my flooring without providing any proof that the issue was related to my property. If the leak is coming from my property, it would be entirely hidden, which means the property with the damage should claim on their insurance, as this includes tracing the leak with an expert and providing proof, not just baseless assumptions made by Claire and Vikki from Ross and Liddell. Because of Ross and Liddell’s failure to investigate properly or act promptly, the downstairs ceiling caved in, causing further damage and creating a hazard for the tenant below.I later discovered that broken gutters, a problem Ross and Liddell “temporarily” blocked 18 months ago but never repaired, are likely a contributing factor. Their negligence has caused significant damage to the property below and the building as a whole because they failed to investigate thoroughly or involve insurance. The true cause of the leak still hasn’t been definitively identified because they lack the proper knowledge and expertise to investigate and resolve the issue. Instead, they rely on their own uninformed assumptions rather than sending qualified experts.A roofing contractor they sent suggested that water might leak when I turn on the tap, yet they have made no effort to send an expert to accurately trace the source of the leak. Without any clear indication of a leak from my property, I am now facing the possibility of having my flooring ripped up, all because Ross and Liddell refuse to act responsibly.Adding to this, I found out that the landlord of the downstairs property has been asking for my contact details for ages, but Ross and Liddell never passed this information on. This entire situation, which is clearly an insurance claim, has been mishandled from start to finish.It is clear that Ross and Liddell operate on the assumption that property owners are unaware of how the Property Factors Act works in Scotland. Their tactics of intimidation, threats, and harassment are designed to scare you into compliance, even when they are entirely in the wrong.Ross and Liddell’s behaviour has been negligent, unethical, and deeply unprofessional. If you want to avoid endless stress, property damage, and being treated poorly, I strongly advise staying as far away from them as possible.
1/5
TrustpilotThe new live chat system is just an…
The new live chat system is just an inconvenient message box restricted to office hours. Problems are not dealt with during the live chat. No follow-up call unless you kept contacting them for six months or longer and escalating to their complaint manager. Then the complaint manager would take weeks and weeks to reply without a definite solution to the problem.
Thank you for responding to our review invitation. We note that we have since responded to your query. We apologise for the delay, which was due to us reviewing matters relating to your query.
1/5
TrustpilotChoose another factor if you can
Genuinely the worst company I have had the displeasure of interacting with. Drag their heels at any opportunity, made little effort to procure competitive (commonsensical?) quotes for various contracts and services (eg north of 8 grand for repointing some monoblock). Communication with owners is absolutely abysmal, on a number of occasions owners were entirely unaware they had pressed on with work. I appreciate that periodically one or two things might get missed by owners but regularly a whole development of 24 flats were unaware of something that should have been communicated. Bills often have errors, eg things not being apportioned in the right way or doubling up on charges (eg taking payment for services that we had agreed would come out of a sinking fund, which we also pay into each month). The final straw is that it takes a good deal longer than the promised three months, significant effort in chasing them (and a £100 fee on top of their regular management fee) to apportion accounts and refund credit owed upon moving out of a property they factor, an absolute joke. Will be very glad to be shot of them.
3/5
TrustpilotShould and could be better
I’ve been a customer for a number of years. The last main point of contact in the Dundee branch did not give the full story for repairs, which have dragged on for years, and was never honest about it. Other longstanding issues drag on for months, if not years. The supervision of contractors is minimal. No-one is making sure they are doing the job correctly - vegetation management in particular. The property inspection and report is takes seconds. I can see how long it takes from the doorbell camera…The new text chatbot contact system is poor. It’s easier to email. That’s no longer an option.
5/5
Trustpilotstraight to the point
straight to the point, fast and helpful
Thank you for your review! We’re glad to hear you found our service straight to the point, fast, and helpful. We appreciate you taking the time to share your experience.
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.
