All the key information on one page, and links to further details.

Summary of Online Reviews

We asked AI to amalgamate all the online reviews we could find and produce a summary.

A Game of Two Halves!
Based on recent reviews from Trustpilot, Google, and property-specific review platforms, Ross & Liddell presents a starkly polarised reputation. While the company maintains a mid-range average score on Trustpilot (approx. 3.8/5), this is primarily driven by a high volume of positive feedback regarding their letting and tenant services, alongside a surge in recent reviews praising their live chat support. Many tenants and new homeowners highlight specific staff members for being “efficient,” “polite,” and “reassuring,” particularly when navigating the initial move-in process or resolving simple billing queries via digital channels.

As Property Factors
However, the feedback from long-term owners where Ross & Liddell acts as a property factor is significantly more critical. On Google Reviews and specialised sites like allAgents, clients frequently voice frustrations over a perceived lack of proactive maintenance and poor value for money. Common complaints include “non-existent” services for communal areas—such as gutter clearing, gardening, and window cleaning—despite regular invoicing. Some owners report that minor repairs are often ignored until they escalate into major structural issues, like damp or crumbling walls, leading to a sense that the company is “reactive rather than proactive.”

Communication
Communication is a recurring point of contention. While the live chat is praised for quick fixes, clients dealing with complex maintenance or disputed charges describe a “centralised system” where emails are frequently lost and enquiries are handled by rotating staff who lack a history with the property. This disconnected service model has led some residents’ committees to successfully vote them out, citing “appalling service” and a “total lack of transparency” regarding contractor costs. The frequent use of nicknames like “Rob & Fiddle” in negative reviews reflects a deep-seated dissatisfaction among many clients regarding their financial management.

Letting Management, Good, Factoring, Less Good
In summary, Ross & Liddell appears to perform well as a letting agent for individual tenants who value quick, digital-first customer service. Conversely, as a traditional property factor for communal developments, they face heavy criticism for poor contractor oversight, lack of communication on major works, and a perceived disconnect between the high fees charged and the actual standard of property upkeep provided.