Mainstay Group Avis 

I'm new to living in Flats. Mainstay, appear to be very cost heavy and very slow in carrying out their job. Their job is to maintain the building and carry out repairs. They are charging the most expensive yearly service charge, that I have seen locally. And then they issue a 10% service surcharge, for their overspend. Mainstay are taking advantage of their position and are not doing a good job. It takes months for Mainstay to initiate and carry out basic repairs. Worse of all, the building is just over 10 years old and has never been painted inside or out. Incredible! The maintence charge is already twice the cost of the Council Tax. This is simply wrong.

A truly disgusting company who don’t deliver a service snd then spend all of there time doubling service charges whilst never fixing anything. The directors are aggressive and stupid and go immediately on the defensive when you call them out. Legalised criminals.

For over a year now we have been occupying a flat in the Gloucestershire area of Cheltenham under the maintenance and care of this group. The maintenance of the garden area both front and back including shrubs and bushes is rarely cared for or at regular intervals as quoted by this group. Tenants cannot access the back garden to play or lay in the sun due to the overgrowth of grass almost knee high. The gardener comes about every 6 weeks, have complained to this company before with little or no response as if they are not interested. Have spoken with several tenants and owners within our block and their feedback is the same as they too have contacted them with little or no result. Annual fees are being charged to maintain the building are quite high prices and some owners who rent out to others don't even know this. I recently went out and cut the bushes near the walkway and entrance ways to safely provide access to the entrance for all occupants. The contractor appeared on a Friday a week ago while it was raining heavily to cut the grass but nothing else. He likes dumping his off cuts into a wooded area adjacent to avoid disposing correctly at the land fill just a mile away...pictures have been taken.
Maybe by writing a review someone might just do something. Working from home in an administrative capacity is no excuse to ensure a good service.

I hope that the current merger of Managing Agents results in improved service on communications and turnaround of routine documents. Our excellent Property Manager Mel Barker continues to be available at all hours and able to advise and make decisions promptly, but is let down by administrative functions and circumstances which are not under her control. Few officers have her resilience and expertise. Grateful to have had her support in the face of difficult behaviours by some residents and uncertainty about fire safety in our condominium

This feedback is specifically for Molly Wood in the asset management team.

She was the most helpful informative and dedicated person who I have dealt with in a long long time. I had issues with a deed of variation and she worked tirelessy to help me get them resolved. She is a real asset to your organisation.

I have never met her for real. She was a voice on the phone, however if I ever did I would buy her a big bouquet of fresh hand picked flowers or the best chocolates, whatever she prefers.

Please give her my most heart felt appreciation. A true A star performer.

With best wishes

Mr Zia

some staff in the team are very frosty and unfriendly when talking to the tenant. no response for enquiry for a long time and not even given proper response.

Utterly incompetent and expensive, unable to deal with important issues and management unwilling or unable to fix it. Constant rotation of on-site estate management, with things gradually getting worse and worse. Avoid at all costs would be my advice

It shows that once you get an issue in the hands of the right person magic can happen. My issue was resolved within one day by Sally and the resale team, something that I had tried to have resolved by other means for over a month.

Sally and her team exceeded my expectations and worked extremely hard on my behalf and for my benefit.

She restored my faith that given the right person, the right team and the right values customer service is still the best part a company that can rely on to keeping customer loyalty.

Well done.

Rachel is extremely polite and helpful. My only criticism is that it took me 5 attempts to get through.

I have owned a Property at Breton court, Coventry for 10 years.
I have paid over £30,000.00 in management fees.
They produce audited accounts that don't stack up, bordering on fraudulent.
I have complained only to be told that if i don't pay i am in breach of my lease.
I would be very surprised if a lot more people have not challenged these fees and been treated in the same way.
It is almost impossible to sell this property because of these fees.
The service is non existent.
My advice would be to steer well clear.

we requested for EWS1 FORM FOR 201 Boat house 3-4 weeks ago and still hasnot received any information or acknowledgement at all very poor service

Michaela, John, Sammy and team have been incredible in helping with our flat sales answering all our enquires!

Shocking customer service. I have been waiting 5 weeks (and counting) for a document to be signed which is holding up the sale of my property. They've been very happy to take my money but since that moment, zero communication.

By far the worst management company I have ever dealt with. They will take your money and never sort any problems.
We have a serious electrical issue in our block, which I reported over three months ago and still nothing has been done. Their first response was that if they get someone out to check it, our service charge would increase!
No regard for the health and safety of the residents whatsoever.
DO NOT USE THIS COMPANY!!

I have been receiving very poor service from Mainstay since January this year. Emails are constantly ignored and I find I am going to have to complain about the complaints department!
The one person who was helpful (Rebecca) has changed roles, I can never seem to speak to someone who can escalate my issues. I have been waiting for months for my account to be brought up to date. All very upsetting

Petra was very helpful in helping me to gain permission to let from my landlord.

Michaela was incredibly helpful by providing plenty of helpful detail so that I could easily resolve the situation

Absolutely awful service, trying to find out who the management company is of my property for sale and get nothing but pushed from pillar to post with Mainstay. I would encourage anyone never to use them! They are now holding up the sale of my property and keep washing their hands of everything, yet quick enough to take and chase our service charges!

Have been waiting over 3 weeks for a reply to my solicitor so I can get an exchange date on the sale of my property. Absolute joke, no response from them at all. I’m about to lose the buyer and have come so close to the exchange. I will come down to your office myself if we don’t have a reply this week.

How can a company be so bad a get away with it.

One star is too much for this company that supposedly should manage 300 leased properties in the Cotswolds.

Terrible, terrible service. weeks and weeks go by and emails are not replied to.

Management fees are a joke for what they do.

Mainstay should be ashamed of themselves.