Overall rating - worse than terrible. Difficult to give them a rating - I have NEVER come across anything as bad.
They supposedly manage a block where we own an apartment and which we sub-let.
Customer Service? All their documents, their website and their Customer Charter tell us that they know what Customer Service is - they are even members of ARLA and NAEA. To be fair, staff you speak to are generally courteous and polite, unfortunately the only action they have been reliable in taking is to send out invoices and reminders.
Cleaning and regular maintenance are hardly ever completed and never checked.
Reactive and emergency maintenance is not a priority to Andrew Louis. The tenants generally have to arrange and pay for all such maintenance. AL will only get involved if they are called and emailed on a regular basis, minimum daily, and then only grudgingly. "Emergency" response does not exist.
Correspondence completely ignored, only correspondence received was invoices! Not even an acknowledgment that they had received any correspondence.
Occasionally the phone would be answered, rarely by the person you want to speak to and no messages ever returned.
When you do speak to the person you want to speak to you get all the right responses - very courteous and seemingly helpful - rarely any positive action as a result!
Andrew Louis have changed the way they manage the building or aspects of it (waste disposal for example) and have imposed the new system on the tenants. Invariably these changes do not benefit the building or the tenants. There is never any consultation and often the tenants are left to find out when everything goes wrong. The only reason these things go wrong is because Andrew Louis have not informed the tenants.
Years of requesting a summary of costs for the building, lots of verbal responses saying that these would be sent out, over six years on and we still have no response. Never has anyone responded in writing one way or another. AL know that they are in breach of Section 21 of the Landlord and Tenant Act and do not seem to care!
Andrew Louis appear to be double billing for buildings insurance. Our Agreement says that buildings insurance is included in the Service Charge and then we annually get a separate item on the invoice for buildings insurance.
Complaints procedure followed - no response, not even an acknowledgment.
What agent could do to change your mind?
The agent could have responded to queries and messages.
The agent could have fulfilled his promises.
The agent could have taken responsibility for the building.
The agent could have managed contractors.
The agent could have consulted with the owners and tenants in the building when they were planning any work or arranging to change the way things worked.
The agent could have talked to the owners and tenants.
The agent could have acknowledged correspondence.
The agent could have complied with his responsibilities in accordance with his Standards of Service and Customer Charter.
The agent could have complied with his standards of membership of NAEA and ARLA.
The agent could have complied with his responsibilities under the Landlord and Tenant Act.
The agent could have been communicative.
The agent could have been transparent.