The Pavillions

Apt at Budenberg Altrincham. We have lost our second buyer due to Mainstay not replying to Estate agent, Solicitors and our questions over 12 months. Totally unprofessional and rude. Your staff seem to be in jobs above their capabilities. There also seems to be large turnover of staff. Our Solicitor and Estate Agent cannot believe the way we have ALL been treated. Ombudsman has been informed for the second time (won the first one) and we will be suing Mainstay for loss of earnings, legal costs and stress.

My Mainstay number is PZWSP053HUL. We sold our property on Spring Lake South Cerney on 28th January - should have cancelled my bank Direct Debit but not though it necessary because my solicitors had advised Mainstay the property had been sold with details of the new owner. They still took my ground rent of 673.18 on 1st April 2022! I've been trying to contact Joanna Walker who is too high up apparently to get involved, with no one else able to help, and so far have I've made 10 phone calls and spoken to 6 different people with no luck of a rebate.

If I don't get my rebate in the next few days, I'll contact a local BBC TV company who take on these problems by broadcasting their names on the programme, followed by a call to my solicitor.

Just come here to leave a 1 star review and I'm really not surprised with how many others are having the same issue. I have called every day and spoke to several people stating that our case would be pushed through as a priority, now we are over their standard timescales and nothing has been done. We are on the brink of loosing our house because of this incompetent company and there seems to be no urgency or remorse on their end. We didn't chose mainstay / first port and are now suffering for it.

Complete lack of action regarding anti social behaviour at various blocks at Trinity Place - Raynes Park. Judging by other genuine reviews on here and Trustpilot, they put minimal effort into resolving issues, with landlords stuck arguing with them to action anything as in our case Mainstay have the freehold. Avoid at all costs if you're ever considering using them, most positive reviews for them will be Mainstay asking their staff to do 5* ratings so are not genuine.

This company takes residents money and does nothing to act or take care of the property they manage. Mainstay is now a part of Firstport as I understand who is another poor quality management service. The sooner we change management companies the better

Impossible to get hold of Property Manager Living at my property managed by mainstay for 2 years now. They fail to respond to simple questions via email and take weeks to resolve issues or even ignore your issues you have raised half the time. When the time comes to pay service charge and other bills they hit you with their complex billing methods not explaining exactly what they are charging for under multiple account appearing to be charging for the same thing.

The lack of responses results in customers facing late arrear charges. An classic example of an issue with mainstay is that I have raised that electric car charging points around my property has not been activated since they have been installed when I moved in. This has been emailed to the mainstay group and property manager several times to only receive the standard response of 'we are checking with the property manager' which we never once heard from yet since living here.

We even got told by customer services that they cannot put me in direct contact with her which is beyond ridiculous. Why are Property Managers hiding from the people living in their properties? Avoid if possible.

Impossible to get a hold of resales team delaying the sale of our flat. Telephone line goes unanswered (was calling for over an hour) and an automated message blames government stamp duty reduction when that scheme ended over 4 months ago. The 'resales' email address doesn't reply to emails. Really soured a good 5 years of living on a Mainstay managed estate and making a stressful move even more stressful. Not good enough

I am trying to reach them since 15 days about my property and my account and talk to property manager. Michelle Howard is just ignoring. I sent couple of emails no response. What is wrong in calling me back. If she is busy and can't handle their clients then what is the use of her position. I have raised a Complaint number - 748472

This company gets one star from me. If it was possible to put no stars I would. About to have my whole house chain fall through because of their lack of responses via many different channels, multiple email addresses, phone calls, linked in attempts etc. via my estate agents, myself and my solicitors. Absolutely appalling. ALL YOU HAVE TO DO IS RESPOND TO AN EMAIL WITH SOME SIMPLE EASY ANSWERS.

Not sure how this company are even allowed to operate. Disgusting. No regard for how much pain and stress they are causing for everyone. Based on the reviews below I'm clearly just one of many.

How anyone has ever given this company 5 stars I will never know, they obviously have been dealing with some very different people. I'm currently trying to sell a property that mainstay are the management company for the development. Not only have they already let 1 sale fall through by not providing the relevant information needed when it was paid for and then chased on multiple occasions over the course of 3 months, they are now getting very close to causing this too happen to me a second time as they can't answer 2 or 3 simple enquiries!

There is no way to get in contact with half the people you need to speak to, even when you call up they say that the resale team don't have access to phones and then leave you stranded with not a clue what to do.

Terrible experience. Avoid at all costs. Mainstay collect ground rent on behalf of my Landlord Aviva. Having owned the property for 10 years and never missed a ground rent payment I recently missed a number of payment demands, which were delivered to a property I was not living in due to the pandemic. Rather than call or email to request the payment Aviva and Mainstay chose to instruct debt collectors (who unsurprisingly were able to immediately contact me by phone and email).

The experience has damaged my otherwise clean credit rating and cost me the full cost of the ground rent again in additional late fees and charges. Extremely dissapointing given Aviva's claim to care about their customers.

Critical: Professionalism, Quality, Value Utterly and consistently incompetent, while also being incredibly expensive. Looking at other reviews here, this doesn't seem to be isolated to our development either. If you are looking for a management agency, my strong advice would be to avoid Mainstay like the plague.

Critical: Professionalism, Quality, Responsiveness, Value How does it take two months to reply to an email?, you have put my sale in jeopardy all because you cannot answer an email. Absolutely one of the worst companies I have come across, good job you are not regulated as you would not still be open for business

Critical: Responsiveness They don't reply to emails. Requested a management pack for the sale of my property 2 months ago still nothing received from them. Because of them I am stuck with my sale.

The worst company I've ever had to deal with. From our complex there is no security gates, security doors don't work the place is a mess. We pay for someone to clean the landing once a week the gardner comes every so often. We have rats in the attic and we get charged for this? Finally we pay in advance for this shambles but if you're late paying there quickly charging late fees and threatening with solicitors to get involved. Do not ever get involved with these cowboys!

Louise is by far the nicest and most helpful person I have met who works for mainstay. She always keeps the place very clean and always very polite.

This is a review of Louise, rather than Mainstay as a whole. During my two years at the Boathouse, Louise was so friendly and lovely, willing to go out of her way to help you. She was always informative and kept us up to date with developments on Victory Pier. She is really approachable and does an amazing job at Victory Pier. She is a real asset to Mainstay.

The building was always clean and tidy, even if that meant unfairly having to clean up after others who failed to clean up their own messes. Louise was so supportive and such a friendly face that was a joy to see a few times a day. Thank you Louise!

Critical: Quality, Responsiveness, Value Mainstay do not reply to emails, don't fix any problems that you send them, and are generally useless as a management company. We moved to them because they offered us better service than the previous company. If only we'd known.