Trusted Agent profile · London
Verified
★★★★★
2,698 reviews across 3 platforms
London, EC2V 8EA
Part of MRI Software, see every office.
MRI Software's office in London is rated 4.7 out of 5 across 2,698 reviews on three platforms, including 32 Google reviews rated 4.2.
Tell us what you need and we'll put you in touch. MRI Software hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near London.
Every review we hold for the London office, from every platform, shown as written. First names only.
5/5
TrustpilotWith technology comes issues that…
With technology comes issues that impact the business. MRI responded recently to an offline server on a Saturday without me having to reach an individual person. There is a ticketing system which actually works and an escalation process during off hours. MRI responded quickly and we were back up. I thank them
3/5
TrustpilotStandard MRI support has been good
Standard MRI support has been good. I have had challenges with Rent Payment support questions. It is slower and the answers are not always clear.
Thank you for your feedback Kelli. We are pleased to hear your standard support interactions have been positive. We are sorry that your recent experience with RentPayment support queries has not met expectations and we will share this feedback with our senior support team to help improve response times and clarity moving forward.
5/5
TrustpilotAlways great working with the MRI Team
Always great working with the MRI Team! Matt was able to assist me, and able to get my issue resovled promptly.
5/5
TrustpilotSimple, Clean and Quick!
The software is easy to work with and if I have questions, Support is always available and very knowledgeable.
3/5
TrustpilotSoftware functionality and customer…
Software functionality and customer support is good. Very annoying to have to do multi-factor authentication on a daily basis
Glenn, thank you for your feedback. MRI requires the use of MFA for CTM as part of its commitment to safeguarding client data and system integrity. This requirement reflects MRI’s continuously evolving security framework to align with current best practices and any emerging threats. A manager will be reaching out to discuss further and offer a workaround.
5/5
TrustpilotIvette is always helpful!
5/5
TrustpilotProblem was resolved to my…
Problem was resolved to my satisfaction. Loretta and Leyah were both very helpful!
5/5
TrustpilotSoftware Assistance
Representative was professional, polite and able to resolve my issue in a timely manner
3/5
TrustpilotFunctional but ready for an update
CTMe is a platform I know well, which makes it easy for me to use. However, for new users, the system is not very intuitive. Certain workflows feel clunky, and the interface feels outdated in both appearance and functionality.
Happy New Year, Jennifer! Your feedback is truly appreciated and we are grateful for your continued use of our platform. It is refreshing to know that you think so highly of our support team! I would like to share that we are currently working on releasing an updated, modernized version of CTM for 2026. So rest assured, we have taken all of the feedback about the outdated system we've received over the years, and we have something new coming your way soon. A manager will be in touch to share more information and answer any additional questions you may have.
5/5
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5/5
TrustpilotAmazing support Team
I recently had the pleasure of experiencing exceptional support from Amanda and Andrew at MRI Software. Their kindness, efficiency, and expertise made all the difference.Amanda and Andrew were incredibly responsive, addressing my queries with patience and clarity. They went above and beyond to ensure my issues were resolved promptly. Their guidance not only fixed immediate concerns but also improved my overall software experience.What sets Amanda and Andrew apart is their genuine care for customers. They took the time to understand our needs and offered tailored solutions. Their support is a rare combination of professionalism and kindness.I can't recommend Amanda, Andrew, and the MRI Software support team enough. Thank you, Amanda and Andrew!
5/5
TrustpilotMRI SOFTWARE - MOVING IN THE RIGHT DIRECTION
MRI and SHA have a number of things in process to take advantage of MRI software. Our account rep, Matt Grimes, has been very helpful to inform us of MRI options we can pursue that will enhance our current environment. He has connected us to the GPS team who are implementing the plans to migrate. SHA is now working through this migration process with good results. We have another software migration in the wings.MRI and the Support team have been wonderful to work with as we resolve some software issues. Their response time has been good and they continue to follow up to see if the fix or suggestion for the fix has resulted in the problem being resolved. Support has been very attentive.Overall MRI has been doing a good job. We look forward to the next roll out of software enhancements for our Public Housing and Housing Choice Voucher programs. MRI is keeping us informed as they make progress with the roll out.
1/5
TrustpilotTERRIBLE!
Terrible, Terrible, TerribleNo one answers the phone, it's impossible to reach anyone in customer service or accounts payable. Commodore Property Management Group has not been able to access its work order system, NET Facilities, which is an MRI company, for nearly a week. To say it's having a negative impact with its customers would be a gross understatement. MRI seems to respond to negative reviews, so maybe if they read this, they would call! Just pathetic.
Thank you for your feedback Stephen, we are very sorry to hear that you have been unable to reach our customer support team and will arrange for a senior manager to reach out to you today.
5/5
TrustpilotRepresentative was very helpful
5/5
TrustpilotMRI Evolution
We are currently going through an asset verification and the support given to us by Tim and the team has been really good. The engagement and solutions the team now brings has been greatly appreciated.
5/5
TrustpilotFast
Fast, Friendly and Effective Service - I always know that when I have to call for support it will be a pleasant experience. Today I needed help finding a document that I'd lost in the system - within seconds it was back in the file and I felt like I'd called a friend - super pleasant experience.
5/5
TrustpilotAs a new realtor
As a new realtor, the support provided by CTME has been exceptional! Every person I’ve spoken with over the past two years has been very kind, patient, and informative. Each has assisted me with exactly what I need, and I walk away with new skills and a deeper understanding.
4/5
TrustpilotGreat overall - billing, not so good
Overall, the experience has been extremely positive, apart from billing. We have not had correct billing for over a year and since we took on an extra, bundled service package. I have detailed the discrepancy many times and spending a long time going through bank statements, for the accounts dept. It still hasn't been corrected.
5/5
TrustpilotThe Best: Thandi and Dyllan
Thandi and Dyllan are the best, regardless to what issues I might have they go full in to correct or assist me with finding the solutions for the issue.
5/5
TrustpilotEveryone has been so patient with us as…
Everyone has been so patient with us as we begin the migration process. Support has been wonderful and quick to respond to our questions. Very happy to be working with MRI staff
5/5
TrustpilotPassword issues
Response was quick and solution to issue was taken care of
5/5
TrustpilotCustomer Service was GREAT
I was having issues changing the on-call schedule on the mobile app. Thought I was doing something wrong... So, I finally called customer service and spoke with Nathan. He was extremely helpful and told me the reason I was having issues was that they had a bug with the update for the mobile app. He said they are in the process of fixing the bug but until then, he was happy to make my schedule changes. He also reset my login for my computer and I can now access the website. I wish I hadn't put off calling customer service for so long (LOL) but you know how many customer service call centers keep you holding for days .......and I just didn't have time to hold but CallMax didn't make me wait and it was quick and easy! Thank you! & Shout out to Nathan- he also gave me his direct email address!!!
4/5
TrustpilotI believe software and all staff I have…
I believe software and all staff I have worked with are very good, I just do not believe in giving anyone a perfect score, so have rated you with 9's.
4/5
TrustpilotCustomer Service Great....
The customer service is great but the website is not as user friendly. Having to enter everything in multiple times for each person (ie.... our maintenance techs have multiple properties they are on call for at one time and you have to put them on call for each individual property instead of being able to select all properties at one and adding them one time)
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.
Tell us what you need and we'll put you in touch. MRI Software hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near London.
