Mainstay Group Avis 

Poor maintenance to the point of our entire estate complaining about the grounds in Droitwich. The grounds were actually dangerous with parts of the path erupting and dog poo bins spilling over (I have the evidence). Awful, awful customer service too. We reached an agreement with them ref. our bill and I have been paying for months, now that they have finally listened to MANY complaints from all residents (we have a community discussion page). They have now decided to slap a legal letter our way as they haven’t realised we are paying them (despite the the reference number on the standing order. They told us to set the payment up this way? Well, bring it on as we are armed with lots of appalling photos and an entire community with evidence. Witnesses have seen the grounds people asleep in their vans on a number of occasions too! Unethical company!

Very helpful and polite, they went out of their way to sort out my problem. Many thanks to Petra.

Never sent me a bill in 3 years! When I begged them to send me a bill they agreed (begrudgingly) to pay over 3 months. Before the 3 months was up they charged me 3 late payments and threatened me with legal action!
Never replied to emails.
AVOID!!! Total unethical company.

I have nothing positive to say about this Company - I sold my property and mainstay have been informed, yet they still send pre-legal notifications for ground rent.. We do not own the flat anymore!

Phoned all the numbers I have, including the credit control number on the letter. No answer, just a recorded message stating the maximum number of calls allowed has been reached. Then hang up. This was like this when we tried to contact them for documents during the sale of our flat. We had to contact the freeholder to give Mainstay a push.

Shockingly poor company, but quick to threaten action and add fees to ground rent bills that aren't even due.

Mainstay.. If you're reading this, we've sold the flat.. Get your act together as you're responsible for a lot of unnecessary stress to people.

The worst people and company you could ever wish to be involved with. Service is absolutely atrocious and the cost of services just don't add up.
You pay in advance for services but their quick to charge fees if you don't pay in advance?????

What are we paying mainstay for? The fat cats sitting in the office or a building that looks disgusting with rats in the loft and a security gate that is always open?

Stay away from mainstay!!!!!!!!!!

I'm the buyer of the flat that Mainstay is management company. My solicitor has been waiting for the management pack for weeks from vendor's solicitor. Vendor's solicitor has been chasing Mainstay for weeks also and not getting anywhere. Vendor's solicitor has lodged a complaint with the management company but nothing happened. So now I'm planning to cancel the sale deal. We cannot wait. Mainstay is big company and they don't know how to manage and handle. I have worked for international firms. This is not how things work. Really disappointed.

if you are reading this i implore you please please do not go anywhere near this company because of them my house sale fell throuh costing me £ 6000 in the process and i couldnt even get a sorry out of them to say they have ruined my life may sound a tad dramtic but its going to take me years to recover from losing that money all because they could find some paperwork

At least I'm not the only one, receving such diabolic service from this bunch of cowboys

Wish I could give 0 stars!!
Utterly horrific customer service!
No one answering calls!
The only phone line being manned is the payment line (funny that as taking money is all they care about)!
They just tell us to send emails (which never get responded to!)
It’s been 3 weeks…..What are we supposed to do to speak to someone?!!
Delaying our house sale because they won’t respond!!!!!!!!!

Stay away at all costs!!! They do not respond no matter how much you chase. Totally unprofessional and irresponsible.

You cannot get through to them via phone and your emails do not get responses.
it's unbelievable that cannot provide any level of customer service.
I genuinely don't understand what Mainstay are getting paid for because in 2 years I've never seen them do anything on the development I live on.

Absolutely terrible service!! Extremely expensive fees and probably the worst customer service I've ever experienced! The Victory Pier manager at Gillingham, Joanna Medley is not only rude, but also very unprofessional. Anything that you ask to do with maintenance, after paying over the staggering 3000 pounds a year, is not dealt with or completely ignored! Once again, a terrible company !!!

I had a great and totally efficient response to my call. Thank you

When you are given the risk assessment for the balancing pond managed by Mainstay only to discover in the assessment it states the area has to be maintained to the level of When it was assessed it also states there is a fence around the pond. The area has not been maintained since March and was obviously only tidied up then for the assessment half the fencing has been removed. These assessment are a legal requirement it states if anything changes you must do another as the hazards change. I would suggest no fencing and overgrown vegetation next to a children's park is an accident waiting to happen. That is corporate manslaughter. This company is a shambles and is putting our children's lives at risk

As the general vibe about this sunday league company is one of incompetence and bordering on fraudelent i can completely agree.
Notice the 5 star reviews are normally to do with one person and yes they have some rare gems within the workforce but you can guarantee they will either leave soon to better things or be micro managed out.
Mainstay are simply delusional in their belief they are a high class management company.they absolutely are the opposite.
Too many rude and arrogant higher management team that needs a complete overhaul.
They claim money for work not carried out. Are more concerned with having a nice notice on the board rather than repair a leak and have no work ethics. Steer well clear. Read other reviews and see if you can be convinced otherwise

Edited below (scroll to bottom): 02-08-21

aaaaahhhhhhhhhh.
Our conveyancer just needs one tiny bit of information from them so we can exchange on our house sale, been asking for it for weeks and nothing, so I thought I'd phone and see if I could speed up the process. I'm on call number 12 now and they've only picked up once as the line normally just goes dead after 3 minutes of being on hold (god the music sucks), when they do pick up the phone cuts out mid call and no one phones you back (the girl said she would look into it and call back), aaaaahhhhhhhhhh

Just had a twist, people are picking up the phone but keeping it on mute because its close to 5pm when they close, I just said "so you're just picking up and muting because of the time?" and they hung up, so I tried again, this time I said the same and they put me through to Firstport (company merging with Mainstay), which you can't get to from the number I phoned unless you're put through by a person (and not the company I want to talk to). It's just a joke but this is what we get now everyone works from home and no one give a crap.

the real problem is you can't choose to be with or without these guys if you happen to buy a house on an estate that they maintain, so you just have to suck it up and deal with this when you sell, they know this and so don't really bother trying, tis a shame as the actual manager of the estate is helpful and fast at resolving issues, just turns out if you want to sell your house you're in for hard times.

Edited: 02-08-21
Their voice mail says the department I want to speak to is closed but opens at 8am - 5pm Monday to Friday. Thought I'd get an early start, it's now after 8:30 Monday morning (I was on the phone at 8) and the same voice mail is still active saying the department is closed and opens at 8am. aaaaahhhhhhhh

Emails and phone calls for two weeks reference our house sale, as our house move has stalled waiting on paperwork from this joke of a business.

Gave up today and rang the payment line, as I knew they'd answer.

I finally got through to speak with someone today and was promptly advised that they're not taking phone calls on such matters, I'll need to be patient and wait for them to get in touch with me.

Official complaint emailed to them and lets wait to see if they bother calling me back.

WHAT A JOKE!! IT SHOULDN'T BE THIS DIFFICULT TO GET A SIGNATURE!!!!!!

Completely unresponsive, will do anything to avoid fixing problems, and generally just enjoy taking money for doing no work.

Impossible to get hold of. Can't even lodge a complaint with them. AVOID LIKE THE PLAGUE. They have given me no end of stress.

Dreadful. Manage Mulberry Park estate in Bath and it is impossible to get the manager responsible to engage. Emails go unanswered - and charges are way higher than they should be. Avoid if possible.