London Residential Management Limited Avis 

Please note that London Residential Management Ltd (LRM) and LRM Prime Ltd share the same directors: Andrew Spalton and Henry Chandler.

Following the resignation of the LRM director with oversight of our development (New Atlas Wharf), I asked which of the remaining two directors would assume oversight responsibility going forward.

After my requests were ignored, I initiated the formal complaints process to get a simple answer.

Below is the official response received from LRM Complaints. I will leave it to the reader to decide whether this represents the standard of service, transparency, and governance you would expect from your managing agent:

"Dear Ms B and Mr H,

Thank you for your correspondence, submitted as a Stage 1 complaint under LRM's Complaints Procedure.

Having reviewed the matter, we do not consider this correspondence to fall within the scope of that procedure. The subject of your enquiry concerns internal governance and staffing arrangements within LRM, which are matters for the company's own management and are not routinely disclosable to individual residents or leaseholders.

LRM directors are not obliged to respond individually to enquiries from residents regarding the internal allocation of responsibilities among the board or staff. This is standard practice across our managed portfolio and is not specific to New Atlas Wharf.

For the avoidance of doubt, your day-to-day point of contact for the management of New Atlas Wharf remains XX, your Property Manager, and any operational queries should continue to be directed to her as usual.

We trust this clarifies our position.

Kind Regards
Lrm Complaints Team"

If you find this response unreasonable, look elsewhere for a managing agent.

Note: They were previously suspended for a period of time by the Property Redress Scheme for poor service to leaseholders. There has been little improvement in their service since then.

I will continue posting updates on the level of service we receive from LRM to give prospective clients full transparency when choosing a managing agent.

I'm a leaseholder at a building where LRM acts as managing agent and a closely linked firm, Cladding Consulting, runs the cladding remediation. In practice they operate as a single outfit — the same individuals, working from the same office, signing for both companies, with correspondence passed between the two names. That structure is repeatedly used to avoid accountability: raise something with one and you're told it's the other's responsibility.

Budgets.
Service charges are demanded with little meaningful justification, and at full residential rates even where the building's actual status means many of those services cannot reasonably be delivered. Cost lines that ought to fall away, or transfer to the developer, are kept on the bill regardless. When leaseholders ask for the detailed substantiation they're entitled to, it arrives months late, if at all, and requests to remove or correct clearly questionable items are simply refused. Scrutiny consistently suggests over-budgeting, yet the numbers don't move. Underlying all of this is a worrying absence of basic accounting discipline: budgets and accounts that don't reconcile, a lack of clarity between the company's own accounts and the service charge accounts, and figures that don't withstand scrutiny — shortcomings obvious enough to be flagged by leaseholders with professional accounting backgrounds, yet still left unaddressed.

Correspondence.
Emails are acknowledged promptly and then go nowhere. Promised response dates pass with nothing delivered, substantive answers only come after repeated chasing over weeks or months, and queries are deflected between the two company names or brushed off as already "answered" when they plainly haven't been. Basic care is lacking, down to repeatedly getting residents' names wrong.

Inaccurate information.
Statements made to leaseholders have repeatedly turned out to be incorrect, and have only been corrected when residents challenged them with evidence. Assurances that matters have been "fully addressed" routinely don't match the reality of what was actually provided. Leaseholders have effectively had to audit and correct the managing agent's own information.

Day-to-day management.
The basics of running the building are handled poorly. Routine maintenance and repair issues are slow to be picked up and slower to be resolved, with little proactive oversight of the estate. Access to properties and the coordination of contractors and on-site staff is not managed to the standard residents should expect, and accountability for security and safe access is weak. Reporting a problem rarely produces a clear owner, a timeline, or follow-through; residents are left chasing for updates that should be provided as a matter of course.

The remediation.
The cladding project has been characterized by serious delays running into years, work having to be redone, changes in key personnel, and a programme that leaseholders have been unable to get proper sight of. Meanwhile defects and the condition of the building itself have not been managed with anything like the urgency a safety-critical remediation demands.

Cost versus other agents.
For what leaseholders actually receive, LRM is poor value relative to other managing agents operating in the same area. Comparable buildings nearby are run by agents charging less while delivering more responsive communication, clearer accounting, and better day-to-day management. Here, residents pay top-of-the-range service charges for a standard of service that doesn't come close to justifying them — and, on the evidence of the budgets, without the cost discipline you'd expect from any competent agent.

Complaints and the Property Redress Scheme.
The complaints process functions as a formality rather than a route to resolution. Complaints are acknowledged with a standard description of the procedure and the statutory time frames, but the substance rarely follows — the same unanswered questions and unresolved issues simply carry over. Because the in-house process so consistently fails to resolve matters, leaseholders have repeatedly had to invoke and escalate to the Property Redress Scheme, the independent redress body a managing agent of this kind is required to belong to. Having to reach for an external ombudsman as a matter of routine, rather than in exceptional cases, tells you most of what you need to know about how seriously complaints are taken internally.

The overall impression is of an organization that is slow and evasive on anything requiring effort or accountability, quick and rigid on anything that brings in money.

Stay away from LRM or Cladding Consulting.

They managed my newly developed property in north London for more than five years and it took more than a year for us to change the management company after all leaseholders have complained about their poor quality of job and service. Not to mention that they barely do anything, they also ignore all requests or comments from leaseholders. The worst property management company I've ever experienced. Our current management company had to deal with all the financial mess LRM caused.

Utterly hopeless.
Poor communications.
Not worth any attention whatsoever

Shocking and useless management. Extortionate fees for nothing.

Embarrassingly incompetent management of the Atlas building. Air cooling system constantly failing when the weather gets even slightly warm! This should be the whole point of the system. Useless and would recommend avoiding developments where LRM are involved. Bothering to write a review to counter their suspicious positive ‘reviews’.

From their website: What to expect from lrm in a few words

Excellent communication
Responsive action, tracking and resolution of issues
Budgetary control

What you actually experience: poor / slow communication (no response to a licence to alter, then they got upset that we'd done the work)
An average online portal that includes many useful documents but with no ability to filter or order in any useful (ie date) order
No service charge accounts provided for the last 3 years, in clear breach of the lease and their obligations. No material attempt to resolve this.

There are worse managing agents, but LRM are not good!

Horrible company. Untrustworthy & don't seem to be able to hold onto any of there properties! Notice their website showcases nothing that they manage. They seemed too move from Private to Social Housing management but none of these properties show up on the site now either. Avoid! Taking them on as your Building Management or working for them!!

Lazy and not responsible
Did nothing on the issues in the building, the lift is out of order 6 times in 2 months under their management.
Claimed to monitor the CCTV 24x7, but knew nothing about every issue happened in the building until someone called them

Jessica Rodrigues is always eager to help with any updates I require. She is helpful and very efficient. A real credit to London Residential Management. I'm looking to working with her for the foreseeable future.

I'm only sorry I had to give them one star to write a review. Do not deal with this company, they have been nothing but a headache from start to (hopefully soon) finish.

Janice Whitticom of LRM has been efficient and helpful in providing an LPE1 sales information pack, and in updating it as needed; she has been most attentive in resolving subsequent difficulties with the delivery of the many contained files to a specific destination.

Absolutely useless. And they post fake reviews to boost their score.

Very happy with customer service and information/help I received from head of finance.

The Service from LRM's Conveyancing Team has been outstanding. Janice Whitticom has been incredible helping us in completing a remortgage for one of our clients. We didn't give Janice a lot of time at all, but from start to finish she delivered a service that went above and beyond the asking. Janice was very friendly, polite and even sent us responses whilst she was on annual leave! I'd highly recommend LRM Conveyancing Team. Thank you!

Mukate from Key Conveyancing

fixed the water problem very efficiently and in a timely manner

Great Company to work with. Great staff and very helpful, as someone who has contracted with them, appreciate the good service they provide.

Best management company I have dealt with in years, it is evident that LRM have a vested interest in managing their properties well. I would recommend, they have been good to me and my family.

I had such a positive encounter with this company. They answered all my question and resolved all issues promptly and with great professionalism. They were also extremely friendly. I definitely recommend and I am definitely delighted going further and having any other future engagements with the company.

Very surprised with the bad reviews.
If you want the job done this is the company for you. They are amazing 👏 thank you again. I will be back when needed 😌