Ross and Liddell Glasgow reviews

★★★★★ 3/5

Trustpilot

Chat 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.

Sir/Madam · 30 April 2024

★★★★★ 5/5

Trustpilot

A 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.

PB · 23 September 2025

★★★★★ 5/5

Trustpilot

I 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.

Isabella · 9 July 2026

★★★★★ 1/5

Trustpilot

Avoid 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.

NS · 18 December 2024

★★★★★ 1/5

Trustpilot

The 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.

G · 4 May 2024

★★★★★ 1/5

Trustpilot

Choose 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.

Ross · 3 December 2024

★★★★★ 3/5

Trustpilot

Should 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.

RG · 2 December 2024

★★★★★ 5/5

Trustpilot

straight to the point

straight to the point, fast and helpful

PERE · 19 February 2026

★★★★★ 3/5

Trustpilot

Chat was easy but I am still awaiting a…

Chat was easy but I am still awaiting a resolution to the matter

Margaret · 26 April 2024

★★★★★ 1/5

Trustpilot

I have not received any request for…

I have not received any request for further information!. I see the way you replied to every of your customers through trustpilot.I have asked to speak with one of the directors, hence the property manager won’t sort it out my problems with my flat and they will not transfer my calls.Very unprofessional company.

Frank · 12 September 2024

★★★★★ 5/5

Trustpilot

Always willing to help anytime there is…

Always willing to help anytime there is a problem, service is friendly and Claire is always quick to respond.

Ally · 20 December 2023

★★★★★ 4/5

Trustpilot

Advantages and downsides

I think the live chat had the advantage of having a written record of our conversations and who with. It also was easier for me to think about how to put myself across but the downside of that was that it took a long time to put points to the factor in comparison to a phone call.

Liz · 3 July 2024

★★★★★ 1/5

Trustpilot

Prolonged poor service with wxception of the lock on door reaolution

I am not sure what time this is referring to. If it is fixing the door as we were locked in, service was excellent.If it is any other dealing, service appalling.Wrong documents uploaded to portal. Wrong email sent with other peoples personal details included in error.Very poor correspondence. Non resolution of faults and continual change of staff without communication. Very poor level of service

Lisa · 6 February 2024

★★★★★ 1/5

Trustpilot

We pay a lot of money for very little…

We pay a lot of money for very little to be done. I have been fighting for months for high hedges which are blocking my view and day light to be trimmed which they used to be included in the fees and they are now ignoring the issue and saying other tennents and residents don’t want to pay for them. Why would they it’s not blocking their view? £85 to have a no view, the close is filthy only the floors get mopped and carpet hoovered every so often.

Boyaln · 14 November 2024

★★★★★ 1/5

Trustpilot

Furious

Have waited all afternoon for a return call from a manager. This company seem to forget we as clients employ and pay for their services therefore deserve to be treated respectfully. After all, we pay a lot of Admin fees. I currently have three complaints to report, this now makes four. I am patiently waiting a reply and also wonder if these reviews are read. I'm afraid this is not acceptable.

Anne · 23 August 2023

★★★★★ 5/5

Trustpilot

Ross Lidell as a factor

Ross Lidell is the factor that is managing the building I live in. Over the past 2 years, I have had a very good experience with them. They quickly and professionally respond to all my emails and suggestions. The common areas are kept in a very good condition, their portal is very useful and the communication is very efficient. Special thanks to Leanne Drummond, if not for her professionalism and attitude I would still be satisfied, but would not bother writing this review. I hope that with her help we will continue the improvement of the building.

Vladimir · 21 October 2019

★★★★★ 3/5

Trustpilot

Room for improvement

One adviser was very helpful; another was obstructive and don’t know the first thing about customer service: I write as a retired Director of Customer Service and former Companion Member of the Institute of Customer Service! I recognise this is new to you but you really need to have people who are empathetic on your team.

John · 2 July 2024

★★★★★ 5/5

Trustpilot

Positive Experience

We’ve had positive experiences with Ross and Liddell. Special thanks to Claire M for her helpfulness and understanding.

Sofia · 3 December 2023

★★★★★ 1/5

Trustpilot

Unsatisfactory communication

After a telephone conversation with the Edinburgh office, who were very helpful regarding our complaint we were then advised to send photos through the live chat. Person on chat could not grasp what our complaint was and felt we were going round in circles. Was totally frustrated and ended the chat. Would never use this form of communication again.

RICKY · 26 April 2024

★★★★★ 1/5

Trustpilot

Disappointed of annoyed!

Live chat responded that had tried calling contractor but no reply. Have had no communication since. Today received invoice which refers to cost of repairing street lighting and car park lighting. Please note this has not been repaired and 2 lights have been out of order since March!

Mrs · 29 October 2024

★★★★★ 1/5

Trustpilot

Low engagement

Low engagement. Slow action. Repairs and maintenance activités take a long time to be resolved and often the provide wrong brief to contractor which results in jobs needing to be redone. It is a constant job just trying to manage them. They provide zero value for the fees.

AH · 29 October 2024

★★★★★ 5/5

Trustpilot

Ross&liddell Letting

I have been served by Ross&liddell letting for more than 10 years. They have been always very helpful in all aspects of the services needed offering the best options. I never had a problem which was not solved. Ann and her colleagues are very kind and helpful. They always kept me informed about any thing related to my flats. I have recommended them to many friends.

Heshmat · 25 November 2023

★★★★★ 1/5

Trustpilot

Shocked at this high rating

I am surprised to see an overall 4-star review given last year reviews barely met 2 stars.

Gillian · 16 July 2026

★★★★★ 3/5

Trustpilot

Great if your dealing with Colin

Seem to be on the ball most of the time. Our property/account manager Colin has been friendly when I've spoken to him and very responsive on email. He always does everything he can to keep the place in good condition. There is not an 'upselling' culture- only necessary works are instructed. A very pro-active property manager.When Colin is off, the other staff were nowhere near as helpful, and in one case seriously cheeky. I probably wasn't a delight to speak with, but then I'd come home to find my close lock had been changed and the keys for it didn't work! Their use of the WSS group worries me, as I caught the contractor trying to fix the lock on the other close door the following morning- despite there being nothing wrong with it. That lock has never been as easy to use since he needlessly touched it.Other point to make is that contractors providing quotes don't always seem to be local which must drive up prices at times. We had quotes for gardening. One was very reasonable at something like £200 for the year (split between 16 residents... buttons really) and the other two were multiple times more. These quotes came from companies who appeared to be based around 20-30 miles away- why these companies would be providing quotes when there are closer local ones, I'm not sure. Maybe its a reason to consider a local factors (who I'm sure will have other flaws) over a reputable national one.

Mark · 9 June 2018