London Residential Management Reviews

Kuela was very helpful in dealing with a Property access matter, great customer service. Thank you.

Avoid at all costs. I have been phoning regularly for almost 18 months to get a flooring issue sorted. In the last week I have phoned 4 times to be told that I would be phoned back...I am still waiting. I look forward to not receiving the phone call tomorrow!! If only there was a zero stars. One star is too good for these cowboys.

Having worked with LRM for the past 4 years, I have found them to be very professional, friendly and easy to get on with, with straightforward communication. LRM are properly one of the best Managing Agents I have worked with.

If i could give less than one star I would. I work for the Property Management department in an Estate agents and manage many properties within one development. Three of these properties have issues with leaks and one of these leaks has been ongoing since February last year with no resolution in the near future. This property has been empty and since November 2018 and the landlord is not able to re-let the property so is currently losing money on a daily basis because of the negligence of LRM. I regularly call for updates and get told the same thing "we will look into it and get back to you." This never happens and I end up having to continue to chase. Would not recommend this company to my worst enemy.

If you are looking to buy or rent a flat, make sure they are not managed by LRM. They are slow to respond, never follow up on requests, and are generally unhelpful. I have called and emailed at least 30 times just to get some extra cabling installed in our apartment.

Considering they are slow to fix absolutely critical issues like water shutoffs, I shouldn't be surprised at how unhelpful they are about getting decent Internet access installed.

Avoid at all costs!

Absolutely appalling. They have no interest in complying with any legislation or fulfilling their obligations. I have never known a worse company.

ABSOLUTELY NO CLUE - Ridiculous company - would not give any stars at all!

Very nice company and very prompt, we are very happy about the flat they give us a flat in very good condition and very very clean, i will recomend this agent my Flat is manage by Craig its a nice guy and very professional and hi manage every issue on time. Highly recommend.

i have just moved in a flat that is under management by LRM and i have had the worst experience ever. i wish i could give them a minus star.

i never leave reviews especially negative ones , i have written several times to our property manager regarding the bad state of this flat and not even an acknowledgement or a reply to our various emails . The wall paints are pilling off , sinks and faucets are leaking . The flat is coming apart and we have only lived here for three weeks.

i wish, we are were told about the property manager before we decided to take this Flat.

Please avoid

In the murky world of property management, LRM stands out as the abysmal champion of this shady racket... ahem... business.

A couple of years ago our freehold was bought by Aviva, which appointed this appalling company to manage our building (2 towers of 160 flats built in 2009). Our yearly service charge had been constant for 5 years, but in just 2 years they managed to double it while the building has been completely neglected (2 windows in the corridors have been missing since Xmas 2014... and that's the least of our problems, seriously).

Where has all the money gone? That's what we as a group of 20+ leaseholders have tried to ask them for more than a year... in the meantime LRM has changed our building manager 3-4 times (maybe more... I can't keep up with their firing rate) and they have yet to provide any solid proof of the expenses we have paid for! All we have received from them so far have been lies and cover-ups :(((

No STARS for LRM (to post the review I had to put 1 but it's too generous)

My flat has water leak problem, I called LRM and spoke to Lamees about building insurance claim. She has extensive knowledge about building insurance and very patient for answering my tons of questions. I really appreciate her help. I also have had great experience from Amy, Amy is very sweet on the phone and is able to come back to my email quickly. Thank you very much all for the support at this stressful time!

Extremely expensive and inefficient. They've been increasing the service charges by hundreds of pounds every year and at the same time failed to fix basic problems in the apartment block. We still have problems with the door entry system despite having been with LRM for the past 5 years. They probably did a dodgy deal with the builder to become the management company otherwise I can't imagine why anyone would hire them. We've now finally switched to another company. Absolutely terrible, avoid at all costs.

I am not going to rate the company (I have only been able to post this by giving one star) but I would like to highlight the fact that our Customer Care contact - Trisha Ollivierre - is a super star. We had a significant challenge with one of the contractors used by the developer and until Trisha came along nothing was resolved. Trisha made it her sole responsibility to drag the contractors kicking and screaming to site and stayed with them (as I had to go to work) ensuring that they did the job properly. She also waited on site for me to return and explained what they had done to make sure I was happy. I cannot speak highly enough of Trisha. Shame about the company overall. Thanks Trisha!

I just wanted to give you some feedback about Billy (LRM) Whenever I've needed help since moving in Billy has always been on hand to help. I am disabled and including have moved on so swiftly if it hadn't been for Billy.

I run a business and staff like Billy are hard to find, he is a real asset to your company and I'm sure all the new residents that move into The Exchange will be treated as well I have been.

The corridors are always clean and the bin store as well.

Well done LRM and BIlly

Am senior lecturer in management at University of London. So pleased to join the legions sharing negative experiences with this company. Safety in numbers so just read the reviews. Would you eat at a restaurant with less than two stars? Have the misfortune of LRM managing one of our properties for five years. Absolutely ridiculous business compared to alternatives. Terrible at communications, terrible at response, negligent on health and safety. Worst mistake our board ever made going with these guys and so looking forward to our next service provider. Make no mistake, going with them can really expose tenants and owners as negligence becomes risk. Impossible to believe in a competitive 2017 market that they are a viable service provider choice for properties. Look elsewhere.

Hello, as part of my job I have visited many luxury apartment buildings and met many porters and concierges. In the autumn of 2018 I visited Brandon House on Borough High St where a gentleman named Kristian was working at the time and let me say although he couldn't exactly help me I witnessed his interaction with residents and contractors in that short time I was in the office and he was the definition of professionalism!! (No exaggeration). Fast forward to march of this year and my job has brought me to Plough road SW11 where to my surprise Kristian is now lead concierge there. Again, his conduct and attitude is 5* quality. A true asset to your company. I can imagine it all goes unnoticed and unrewarded by management so please at least let him know he is doing a great job!

Thank you
J M Bailey

I am part of the Resident Association and Lrm has been managing our block for more than 2 years, we would highly NOT recommend using their services given their lack of ownership and responsibility in the way they are handling the management of our property. This message comes as a failure to address issues both at the account manager and her management which have been ongoing for months now.

A horrendous experience. Calls and emails are ignored. I paid for fobs 6 months ago but they never arrived; the intercom not working for days and no help at all. Do not buy a property managed by this hapless, useless bunch. They are outsourced in South Africa but pretend to be London based. Bunch of jokers!

Latoya was super helpful when I had trouble locating a parcel delivered to my building :)

I have been dealing with Janice Whitticom at LRM who has been very responsive and especially helpful in providing management information to assist a sale. I would recommend highly.

Janice very promptly dealt with my urgent enquiries today on leasehold information needed to progress a clients transaction promptly. It is refreshing to know there are still management companies out there who use the technology to assist conveyancers and not cause delays in a transaction. thank you very much, very impressed!

I have been dealing with LRM for around 8 years now and I can't fault their services. They are very hands-on and much, much better than some of the other management companies I have dealt with in the past. Highly recommended.

They are utterly, utterly, useless. I genuinely do not understand how this business can operate. These people will go out of their way to make your life difficult, to avoid dealing with any property complaints or issues whatsoever. In my building they at one point, changed the locks on the bike store without providing residents with new keys. It took me several months and many phone calls and emails before they sent me new keys, and when they did, the keys were just a copy of the old keys which no longer fitted the lock. They frequently lie about things on the phone and then deny any knowledge of having made any promises.

I have found all the staff I have dealt with at lrm helpful and quick to answer any queries I have had over the years and am happy with the service they provide to our development. Importantly they dealt with a maintenance issue quickly when it was needed.

Always deal with Craig. He is very polite, efficient and willing to help with any questions i have.
My first point of contact and last, Craig thank you for your support and great customer service, you are an asset to the Company you represent.
Baron.

We've always found Trisha Olliviere to be most helpful in dealing with issues as they have arisen. She gets back in touch with us promptly, and passes on all relevant information. Obviously, how good the turnaround in remedying the situation/issues depends on the individual contractor (as to be expected, a bit varied...), but Trisha is always an excellent point of contact.

Kept calling them and emailing them. They just won't send me back my Buyer's answers. They kept telling me that they would send me the answers "by the end of the day". Well I don't know how long your day is, it's been a week now. I've been told to wait on the phone and so I did, they let me wait for 15 minutes and hung up without getting back to me. You need to take full responsibility if this jeopardises my sale. Worst experience.

Hats off to IRM. A complete all round service . Staff are great and obviously well supported by senior management. Wouldn t hesitate to recommend!

Worst management I've seen in London/ UK/ anywhere I've lived in the world. Worst customer service, rude account managers... Any time I ask a simple question I fail to receive an answer. Anytime I email, I fail to receive an answer. Impossible to get rid of, impossible to work with. If you have LRM managing your building, you're doomed- stay away!

Really unhelpful. It takes so much time & effort to get any kind of response/action if something goes wrong that I might as well deal with it myself. For example today I waited 40 min on the phone and they never answered!

I'd heard bad things about LRM - but recently experienced it for myself. Trying to get a response... well, it's not going to happen. And as for following up on requests, it's a write off. Not sure where to go from here. How can a company that puts 'management' at the core of what they 'do' be so poor?!

These companies are just sausage machines squeezing as many units through their admin/computer system machine as possible. It's a numbers game; higher volume = lower cost per unit to administer = higher profits. Staff turnover is generally high as individual portfolio's become unmanageable, morale is low and service levels nose-dive.
You need to look for small, local company or take over the management yourself. Nobody can effectively manage a property they can only visit once a month/quarter and are too far away to react quickly to a developing situation.

Janice in conveyancing has been excellent. Friendly, efficient and gets any issues solved - a pleasure to deal with. LRM should use her as their benchmark for customer service.

avoid at all costs. avoiding to answer phone calls, don't give us any explanation why is something done in our building like it is, even though everyone is unhappy. and last, but not least, they are constantly leaving letters in our mailboxes about how were unable to hang the laundry on the balcony or do anything. someone should write in newspapers about them and completely destroy this company. shame I can't give them 0 stars.

Amazing experience I must say ! Craig Jackson made it so easy and hassle free ! . Keys were delivered on time and there was nothing to worry about !. Good job!

The worst company that l have to deal with.One star is even too much.

One of the best management services I have had experience with. I have been in UK 4 times and I have come across at least 5 property management services so far. I have only had bitter experiences with all of them. You often see agencies not responding to your calls, requests, emails etc for ages and literally frustrate you for even the simplest requests actioned. In most cases they don t even bother to look at the property once it is rented and show up only when your contract runs out.

With LRM and especially with Craig I never had to ask for anything twice, in fact the management takes care of most of the things proactively than reactively. Their response time for any issues is wonderful and their customer handling skills are remarkable. I would strongly recommend LRM if anyone is renting a property managed by them if you really want a peace of mind.

Thanks Craig and thanks LRM

This is the worst management company on the whole planet. Our building is only 7 years old and they have allowed the building to go into a state of disrepair. Their service charges are extortionate for zero service and there is no transparency when you query the costs. But you would never get to the bottom of the matter anyway because they ignore all the leaseholders communications. Lrm cannot keep their staff, so I am amazed to see reviews on here praising individuals by name. I would be here for forever listing all the things they have neglected in our block, but avoid like the plague if you are looking for an agent to manage your property.

As a managing agent LRM has been very good - compared to the last provider, who frankly we dreadful and provided a poor service on all basis, LRM have listened and sought to rectify and respond to concerns. They know the property and staff employed and with our current agent are getting to grips with issues that need tackling.

Trisha Ollivierre was appointed to work with us as new owners at Gabriel Square, St Albans. Working through the list of snagging issues that come with owning a new property, she has always responded to our emails promptly. She has also come to see us on a number of occasions with progress updates. We are extremely grateful for her friendly and professional help.

Poor service. It takes weeks to get a reply from them. Some of the problems with the building are still not resolved months after they were notified.

Review on Nick Gibbs - Estate management. He has been assigned to our development a few years ago. His performance has been in my experience outstanding. He responds quickly to email/calls, follows through on the issues, provides updates, if needed gives guidelines and is always polite.

Keep up the good work!

Kind regards,
KF

Great staff onsite (St Mark's Sq) and in the central office! :)

Trisha Ollivierre has been involved in assisting us to resolve a number of issues in our apartment. During this process, she has proven to be a hard-working, focused, and organized individual. In an effort to be efficient, she would arrange for various trades to attend on the same day. She would also carefully supervise the trades while on site, follow up to check that the work were properly executed, and ensure that everyone respected our space. She worked diligently to rectify problems as quickly as she could. She also made it a point to keep us informed as to the progress of the work, including updating the list of completed and outstanding items so that everyone would be on the same page. This attention to detail reflects a dedicated and conscientious individual who cares about her clients and understands their concerns. In our dealings with her, we found Trisha to be fair and reasonable as well as professional and polite at all times. We really appreciate Trisha who has made our lives a little easier.

Do not use, the service is terrible. Avoid at all costs

This company does not deserve even one star!
They are telling that residents are not allowed to put anything except from flowers on the balconies, as this makes the building look bad. At the same time, LRM does not deal with the total loss of water (hot and cold) by the whole apartment block. In the recent event we don't have ANY water for the 2nd day in a row and the only thing they are telling for us is to wait until extensive plumbing works will be maintained over several days. This is ridiculous!

LRM manage the block I live in. Extremely negligent managers - take an age to fix basic things like doorbells and lifts, shirk responsibility

Awful management. Packages get stolen from their lobby and they wont even check the security camera. What is the point of these people?

Appalling property management "service" (if you can call it that). Total lack of communication with repeated problems in the building with no estimates to fix. People don't show up on appointed dates with no communication, took them months to fix the main door and the water meter are broken even after 5 years!

I''m the owner of flat in a building managed by LRM.

Avoid avoid avoid!

We appointed LRM to run our development of 25 Flats. They have provided a good service and are cost conscious. Their expertise in dealing with an external government agency has proved invaluable. During a two year period of protracted negotiations they achieved a satisfactory outcome for us. They helped us avoid a potentially massive bill. We found them both professional and knowledgable. FF Chairman Micklegate Limited.

The five star rating is for our Estate Manager at Clippers Quay, Nicholas Gibbs, rather than the overall performance of LRM. It's a relief to eventually have a reliable, helpful and responsive point of contact. Our experience with LRM has massively improved since the appointment of the post and having Nicholas based on site.

Staff really nice, and really helpful! Recommend service they provide to everyone!

I am a property solicitor, so I deal with managing agents on a daily basis. LRM is by far one of the best. The customer service is responsive and helpful. In particular, Janice, who is very friendly and approachable.

When I've needed something done, it has been done speedily and courteously including attendance at and future planning for the property.

Excellent Company to deal with. I have had various methods of contact with Amie Gotts (Property Manager) and I can say with hesitation, the service is professional.

Bagnalls have been working as a decorative maintenance contractor for LRM for a couple of years now. We have always appreciated their excellent communication and find their staff to be friendly and helpful.

Helped us with many issues which arose while we were living in a flat under their management.
Would recommend them as friendly, helpful service in general.

I have only good words to say about LRM and Nick Gibbs. Exceptional, quick and high quality service. The previous management was a slow, rude nightmare and I am very happy that LRM took over.
Special thanks to Nick Gibbs who provides outstanding customers service and he is always very polite. He always offers kindly his assistance to the various issues we face in our development and he is very effective and reliable.

LRM managed the property I rented in Woking for a couple of years. If you can get through to an English property manager the service can be very good but their front line phone support is just diabolical. No-one returns calls, there seem to be a high proportion of foreign staff with poor spoken English and they have terrible internal communication. I'm glad I'm moving and don't have to deal with them again.

We have had our building managed by a number of managing agents and I must say, LRM has been one of the best we have had so far. I am particularly thankful to Craig Johnson for his responsiveness and promptness whenever issues are brought to his attention. Keep it up Craig and the LRM team.

Worst property management company ever. I rent out a small flat in a block they manage. They can not even sort the water bills out. I am now getting water bills from 3 years ago that I can not charge to the tenants as they have already More

LRM manages our building. We had 2 elevators, one has been "out of order" for more than one year and the other has been out of order for more than a month. We are in Central London and spending a tremendous amount of money for service charge. this company doesn't even bother fixing the elevators. We had to walk 10 floors up and down everyday, sweating...

Worst service ever. Terrible company.
From organising sub-standard work to ignoring my emails, LRM have caused our family nothing but problems since we moved in to our property. After two years of complaining I had a call with Jean Cox and Steven Truman (Associate Director and Director of LRM). They promised that things would improve and my issues would be looked into. Three months later (and seven months after initially hearing from Jean Cox), all they have done is ignored every single email I have sent them! My issues weren't looked into and nothing has improved! I have to give them a star to write this review, but they do not deserve even one. Rudeness, bad service and lack of empathy for their customers, clearly run through this company from the office staff right up to the very, very top. They should be ashamed of themselves.

Awful company. Choose to ignore customer emails and do not act on important maintenance requests. 'Brush under the carpet' approach does not work. Developers and leaseholders avoid at all costs.

Have no idea how this company is still in business. I am not surprised to hear that it is under investigation by the Financial Services Authority as they are a disaster to deal with. Calls are ignored and emails too. Avoid.

Really bad. Purposely obscure information; misleading, slow to react and unreliable. I very much doubt the positive reviews are genuine.

Recently relocated to London and my new flat is managed by LRM. Steven and Craig have both been absolutely fantastic in resolving any issues that have arisen, no problem is too much. It's made the whole process much smoother and I'm very settled in my new flat, especially knowing I can call on them if there is anything I need sorting. Highly recommend.

In this time of plague, pestilence and pandemic I think that - rather than moaning and groaning about matters of little importance in the great scheme of things - we ought to concentrate on being a little more positive and kind to each other! With that in mind I take this opportunity to thank Stephanie Drobieux for her very prompt, helpful and efficient correspondence during my recent (self-imposed) service charge trauma!
Thank you Stephanie!

I have found LRM helpful and quick to answer any queries I have had over the last 2 years and am happy with the service they provide to our development. Importantly , Mr Craig Johnson dealt with a maintenance issues very quickly when it was needed , so really appreciate ! Thank you Mr Craig

Review on Nick Gibbs - Estate management. Very quick and reliable service. Nick always helps kindly and quickly to all our questions.
Very well done!
Sonia

One star is too much for you!

It has been more than 15 days since the lift is out of order, which already started with waiting a part (belt clamp) from overseas (Finland)! And now you're saying that it is going to take another 5 days to wait for another part which probably is not true anyways. We have no trust left in you; you don't honour your commitments, ever.

What kind of a service standard do you have set in your company and who you are working with? The management is unresponsive, untrustworthy and hopeless. How can you not sort out this issue sooner in a city like London, central London? Is this the standard you have set out for the services that you provide? Isn't this a type of issue that you, as a management, should be solving sooner than this?

On top of the lift being out of service for more than 15 days and not being repaired, I have been trying to get information since the beginning which was and still is extremely difficult, plus I'm still waiting for information regarding the scaffoldings for more than 20 days for now! Is it really hard to get in contact with Notting Hill Housing to ask what they are for, what they are inspecting, until when/ what change they are going to be there? It really seems hopeless but please do make promises again to reply to this as well.

I just cannot accept the fact that I'm spending thousands and thousands of pounds on rent and not getting any service, respect or empathy.Can't take it anymore and won't.

Good service and prompt reply from Nicholas Gibbs regarding issues related to my property.

Reliable management company. Communicative and organised property managers, utilising reliable contractors, and providing a high standard of service.

Without doubt the worst company I have ever dealt with. They do not return calls, ignore emails, have over charged residents , have not under taken repairs and have failed to act on recommendations for maintenance which has result in expensive repairs at the residents cost. Like the other reviewers here I am amazed that this company is able to exists let alone function. The residents cannot wait to get rid of them.

Even the smallest issues take weeks to sort, you have to chase them forever, they say they call you back but never do. Oh, and their "emergency number" leads to an answer phone, great idea!

Do not use this company. Absolutely appalling service. Zero stars!

LRM managed our block for 7 years and over that time squandered our money, provided very poor service, didn't meet with us once despite requests, didn't answer our questions and were as opaque as they possibly could be when we tried to improve anything.

Two other blocks in our development were also with LRM and moved away from them once they realised they could. My only mistake was not knowing we could terminate services with them sooner.

Craig Has been the best agent I ve ever met in London. Since the beginning I was struggling to find a place and he help me and my boyfriend with the contract. Until the end,with this pandemic event he has been the best. If you read this ,Thanks a lot for everything. Wish all the best !

The worst company ever. Expensive and totally useless. It's not worth even one star. Basically they don't do their jobs they are supposed to do and even don't pick up phones for emergency situations. I do not recommend to use this company from the bottom of my heart.