Mainstay Group Avis 

DO NOT GET INVOLVED WITH THESE BANDITS . OUR PLACE HAS BEEN LEAKING FOR WATER IN THE ELECTRICS BUT THEY DONT GIVE A S$$T ALMOST A YEAR MOULD EVERYWHERE NO ONE GIVES A TOSS THEY TAKE YOUR MONEY MY NEXT MOVE IS BBC ONE SHOW I HAVE PICTURES DOCUMENTED FOR EVERYTHING.. THEY TURN UP SAY REPAIR DONE NO PROOF OF WORK ORDER OR REPAIR UNDERTAKEN THEY ARE ALL TALK AND DO NOT CARE BE WARNED PEOPLE

Thanks to Emily for being super responsive and kind during a stressful transaction - she was a brilliant help.

Quality shall be acknowledged and appreciated.
Ashley Dabysing’s performance as the property manager of the Boadyard is beyond my expectations. As an investor having a couple of properties and dealing with different property management companies, I shall say the outstanding performance of her during the Covid lock down and while I was frequently out of country impressed me. She was a great help during the cladding construction. Her team provide acesss for construction workers and engineers installing fire safety equipment. A resident had complain of a leakage. Her team checked my flat and fixed the issue and these are few of several occasions of sincere and professional help.
Thanks Ashley and keep up the good job. Quality matters and it is essense
Edalat

Potentially the worst company I have ever had the displeasure of experiencing.

Mainstay are the property managers of a flat I have let for a year and have failed on several occasions to fulfil their responsibilities.

The most recent of their failings has left my flat without a working fridge for what will be almost 2 weeks as well as an oven which has not worked for a similar period of time.

In the last months, the property has had fire alarm faults (which resulted in all fire alarms in the property going off for 12 or so hours - into the early hours of the morning).

Not only have there been a series of issues, but the customer service and handling of the issues have been even worse.

All of the maintenance numbers given in the handbook are incorrect, several false numbers included as well as unreliable OOO hours (it's almost as if they don't want to be reached!).

Once you do manage to get through to a member of staff, the responses are curt, often unhelpful, and in many cases contradictory. The contracted suppliers they work with are not suitable to fulfill Mainstay's obligations to the tenants and their desire to save money leaves you often out of pocket and without basic working appliances.

Even when they are blatantly infringing upon their contractual obligations, Mainstay make no effort to apologise to or compensate you.

The most you will get out of the company when they have made undeniable errors is that the situation is "not ideal" or that they are not obliged to do any more.

I always deal with Melanie Barker at Mainstay. I have found her to be very professional, efficient and has helped me in a number of ways. Happy to recommened their services.

The most awful, un-caring, selfish, disgusting company I have ever had the displeasure of dealing with.

All they care about is taking your money, putting up fancy posters pretending they care when in fact they don't. They negotiate the cheapest contractors to do any work, so don't expect your lift to be working any time soon. Repeated problems never get fixed, emails are ignored, phone lines disconnect because "no agents available".

Don't ever trust this company to manage your property, if you have a choice of buying where they manage don't even think about it.

They are criminals and should be locked up.

The worst management company I have encountered. We have raised 3 issues with them in less than 2 months: broken door to the block of flats (security risk), suspected presence of rodents in the loft (health risk), and water turning off for hours just because, this time in the middle of a heatwave. They have failed to communicate with residents in regard of any of this issues. The few residents that got a response were told the door was repaired, which was then proven a lie, other residents were told the water and rodent problem were not there responsibilities and there was nothing they could do about it. Their out of hours contact did do nothing to solve urgent matters. They never communicate with us or take our issues seriously. It seems like nothing is their fault or responsibility.

The lady I spoke to about my two issues (believe it was Rachel Kotze) was extremely polite and helpful. She followed up my call log with a comprehensive email of our discussion along with the action she’s taken against each point that arose from our conversation . Hopefully her colleagues will be as efficient in sorting the issues I raised to her.

Excellent customer service from Rachel Kotze at Mainstay. She was of great assistance ot me in sorting out access to the portal and assisting me to process payments.

I wouldn’t even give one star.
Useless useless staff. Not helping at all. I am in process of remortgage my property and I need more documents regarding EWS1. I sent many emails without response. I already missed on deal witch costs me lots of money.
Awful customer service.

On opening, the site asks for Email Address when it needs User Name
The Maintenance area gives 4 options, all specific so how do we report issues outside of those categories ?
by using "Contact Us" ?? why not just have a "General" category.
The maintenance schedule gives no idea as to what work is being undertaken and to my mind is in the wrong order, should start current/outstanding first surely ?

Since getting the keys to our Aqua House flat in Plymouth just before more restrictions in Nov 20, have found Mainstay staff helpful and responsive. Big applause to those on the ground, Malcom caretaker and especially Kaye and Anne-Marie in keeping communal areas spotless and also a mine of local information.

Unable to provide the simplest of figures to support their invoices. Senior management can offer no explanation of why they and the staff they manage are allowed to lie, ignore, mislead and display mind-boggling incompetence.

No accountability. No ability. No transparency. No honesty. No structure. No communication. I’m embarrassed for them.

I own a freehold property, however, it was in a phase 2 build with leasehold properties. After 3 years I was informed I had to contribute to the car park area and insurance. I look out on a small grass area, that is full of weeds and cut by a strimmer every 2 - 3 weeks. I have complained numerous times and finally I was informed they were aware it was not up to standard and improvements in service would be made. 6 years later, still paying for a non-existant worthwhile service. Their slogan is impecable service to the highest standard. If I had a choice it certainly would NOT be Mainstay

In my two years here, the lift has worked for only half of it in total, and the “secure” car park door is constantly broken, more so than the lift.

They charge a premium and things just do not get fixed. You ask for a breakdown you don’t get it, but you have to pay or things get legal.

The people working at Mainstay need to really consider what they are doing with their lives, cause if they don’t care enough to help us, leave your job and go elsewhere to rot away into nothingness, don’t ruin our lives as well as your own.

Let someone who actually has some morals take over.

Extremely poor services and . How is this even possible for the Company to charge top market fees but never get around fixing anything. I am leaving in the block of flats for the past 2 years and nothing but absolutely nothing gets fixed here. Lifts are continuously broken and dangerous, external door and locks needs repairing, underground carparks gets flooded for weeks and months. Water is pouring from pipes add ceilings in the lover level of the building. This people putting residents at risk. Hopefully they will get removed from managing our building asap.

I have been living in the complex coming up to 1 year and not one request has been handled adequately. It took months for my phone to be connected to the intercom there for many deliveries were missed. Lifts and the garage door are constantly breaking, the roof terrace door has been bordered up since February and the communication is awful, you have to chase constantly chase up any question as the customer advisers never get back to you.
After doing research the service charge is very high with out any service to show!

After living in my apartment for 8+ years I have seen a steady decline in the service provided by Mainstay (it was never brilliant) to the extent that the leaseholders have totally lost faith in the company. Communication is atrocious, the service charge has doubled in 8 years, the exterior redecoration has never been done (I’ve had to do my own painting outside) and to get any repairs completed is taking months, if done at all. It’s a shame as the apartments themselves are finished to a high standard, but the communal areas are quite frankly an embarrassment.

Very poor service
Plus not very good communication with people who are living in the block managed by the Mainstay

No value for money

I have been living in this complex for more than 10 years, During this time my service charges has more than doubled (or even tripled) while the building is poorly maintained. Essential work like painting were not done. Repair works were not carried out promptly, root causes were not addressed resulting in repeated failures. There is a serious lack of transparency when I requested for the criteria on selecting repair quotations and equally important is the inability to provide the detailed breakdown on the scope of work related to the service charges. This company should be investigated by the relevant authority for its business practises as they clearly take advantages of its position to charge a premium for substandard work.