Rendall & Rittner Opiniões 

The customer experience team, specifically Idris, were professional and efficient when dealing with my concerns and requests. An excellent service.

Thanks Emmanuel and Pedro!

After repeatedly experiencing problems with Rendall & Rittner at Hale Works, I feel compelled to document just how poor the level of management and support has become.

My experience over an extended period has been characterised by unanswered emails, repeated chasing, unresolved maintenance issues and an extraordinary lack of ownership. I have had requests outstanding for months, including simply trying to obtain basic information about the manufacturer/installer of my balcony doors.

Despite numerous follow-ups and multiple Rendall & Rittner teams and individuals being included in the correspondence, the information was never provided.

More recently, our bike storage became inaccessible. Residents could not access their own bikes because the door appeared inactive within the building's access-control system. The problem was reported in the morning and remained unresolved later that evening.

This weekend demonstrated the problem on an entirely different scale. All three lifts in our high-rise building became inaccessible for more than 12 hours, leaving residents having to climb more than 20–30 floors. Residents with mobility and health issues described being effectively trapped in their homes and unable to receive essential deliveries.

Equipment can fail. That isn't the fundamental issue. The issue is what happens when something goes wrong: an apparent absence of effective management, communication, contingency planning and escalation.

Residents reported outdated operational documentation, incorrect contact information and unclear escalation routes. While this was happening, residents themselves were organising support for vulnerable neighbours.

And this is precisely why today's situation cannot simply be dismissed as an unfortunate technical failure. It is consistent with the standard of support many of us have experienced from Rendall & Rittner over a much longer period.

This is a relatively modern development for which residents pay substantial and increasing service charges. Yet getting the managing agent to answer emails, provide basic information, take ownership of problems and communicate effectively can feel like a battle.

Residents should not have to relentlessly chase their managing agent to obtain the basic property-management service they are already paying for.

Rendall & Rittner urgently need to address how Hale Works is being managed: accountability, staffing, emergency procedures, contractor management, communication and ultimately whether residents are receiving an acceptable service for the charges they pay.

Based on my repeated experience, we are not.

Horrible experience, they manage us in Haleworks and its such a painful experience .. we spent a whole day without lifts in a relatively new building and they give little to no help/response.

Avoid at any cost .. super expensive and not reliable.

I have rarely, if ever, encountered such poor property management and customer service.

I initially contacted our property manager on 17 July 2026 regarding the ongoing rise of our service charge. Despite their stated 10-working-day response framework, I received no response within that timeframe.

I then escalated the matter as a formal complaint. At that point, I was told that they did not understand what my complaint related to because their system showed that my query had already been resolved.

This is particularly concerning because the response they appear to have treated as resolving my query related to window cleaning, which was entirely unrelated to my actual complaint about the spiralling service charge and the way it is being managed.

In other words, rather than addressing my service charge concerns, the matter appears to have been incorrectly linked to an unrelated query and then marked as resolved. I was therefore left having to explain that a completely different issue had been closed in error. At no point should a substantive complaint about service charge management be considered resolved simply because an unrelated query has received a response.

I would expect a property management company to maintain accurate records of customer correspondence, understand the issue being raised and provide a meaningful response within its own stated service standards. My experience so far has fallen considerably short of those basic expectations.

Exceptional Service and Genuine Care

I have lived at Porchester Gate for a number of years and have had plenty of experience of dealing with different people involved in the running of the building.
Prudence stands out as someone who genuinely takes pride in his role and cares about the people he looks after.

He is consistently professional, attentive and incredibly diligent.
Nothing ever seems to be too much trouble, and he approaches even the smallest issue with the same courtesy and seriousness as a major one. More importantly, he listens, communicates clearly and treats everyone with dignity and respect.

What makes Prudence particularly special is that his professionalism is matched by genuine warmth and kindness. He has a naturally helpful and positive manner which makes dealing with him an absolute pleasure.

People like Prudence are invaluable in a residential building. He contributes enormously to the atmosphere and standards at Porchester Gate and is someone residents can genuinely rely upon.

A thoroughly deserving five stars. Prudence is an absolute credit to the building, its residents and to the company he represents. ⭐⭐⭐⭐⭐

Resident at 1 Porchester Gate W2 3HN

I’d like to share my appreciation for the concierge team in our building Broxburn House , West Ealing. Both Marian and Zohair have been very friendly, helpful, and always willing to listen to residents needs and help wherever possible.

I’d especially like to mention Marian, as I’ve personally had many occasions to experience his support. He is always attentive, approachable, and very service-minded, and he consistently goes the extra mile to help and find solutions.

Thank you to the whole concierge team for the excellent support. It is truly appreciated.

R&R provides excellent service in our building (W13) with an awesome team. Marian and Zohair are both really helpful and hardworking as the concierges and extremely pleasant to interact with every day. Serena as the property manager is very prompt with her responses and has always solved every problem we have had. We really appreciate the team and their service

Terrible management. Not replying. we are a customer your job to look after us .we are paying you R&R.Left messages many times in few weeks still no one returned my message call. When you call their recorded voice we will call you back next working day have left messages to several answer machine.

Good and speedy service. Idris was most helpful in answering my questions and dealing with my issue promptly and clearly.

The property management service is professional. As one of the residents in 127 West Ealing, the staff especially Marian is supreme. Proactive, helpful and professional.

I have been a leaseholder in a building managed by Rendall & Rittner for over six years. During that time, I have paid the service charges demanded from me. There may occasionally have been minor delays over the years, but I have never knowingly ignored a charge or refused to pay something properly due. In fact, R&R’s own statement shows that my account balance was £0 in April 2026.

Living in the building has not always been easy. We have experienced repeated lift problems, periods without hot water and consistently poor communication. Portal notifications have also been unreliable.

More recently, additional charges were added to my account, including repair costs and a further service-charge demand. I did not receive an email clearly bringing these charges to my attention, I could not access the supporting demands or invoices, and my access to the R&R portal had been suspended.

Given my long history as a leaseholder, I would have expected someone simply to contact me directly, explain what the charges related to and provide copies of the demands. If the amounts were properly due, that would have allowed me to deal with them. Instead, the matter was referred to solicitors and I received a Letter of Claim adding administration fees, legal costs and interest, with references to court action, contacting the mortgage lender and possible forfeiture.

I found this approach unnecessarily aggressive and completely disproportionate, particularly when I had not been given access to the documents needed to understand the charges. R&R seems much quicker to escalate an account than to communicate clearly with the leaseholder concerned.

I have now formally disputed the amount and asked R&R to provide the original demands, evidence that they were sent, the relevant repair invoices and works orders, and an explanation of the additional fees. I have also asked them to restore my portal access and review whether referring the matter to solicitors was appropriate.

I will update this review to reflect how R&R responds and whether it makes a genuine effort to resolve the situation fairly.

UPDATE: R&R now refuses even to log the complaint

R&R previously replied publicly that my concerns had been assigned to the relevant team, would be “fully investigated”, and that it would work towards a resolution.

R&R has now written to me privately saying that it is“unable to discuss this matter or log your complaint whilst the account is under solicitors instruction.”

So R&R’s public promise of a full investigation has led to an express refusal even to record the complaint.

This is not merely a complaint about the amount claimed. It concerns R&R’s own conduct: suspending my portal access, leaving important account documents inaccessible, failing to communicate the additional charges clearly, escalating to solicitors, and then refusing to investigate how that escalation was handled.

I have offered to pay all £3,374.52 of the underlying service and repair charges under protest, while disputing only the administration fees, legal costs and other additions created by the escalation. I am waiting for the solicitors to confirm the payment details and allocation.

The position is now almost absurd. R&R will not discuss the account because it is with solicitors. The solicitors have not yet replied substantively. And R&R will not even log a complaint about its own conduct because solicitors are involved.

Whatever the intention, the practical effect is to block every route to resolution while leaving the legal threats hanging over us. Apparently, R&R’s idea of “working towards a resolution” is to stop speaking to the leaseholder and refuse to operate its own complaints procedure.

I will place the complete written record before The Property Ombudsman when the complaint becomes eligible.

very friendly and helpful and efficient response to my query

I just wanted to say how fantastic Marian is. He’s genuinely one of the nicest and most helpful people you could ask to have looking after the building.

He’s always friendly, polite and welcoming, and whenever you need any help, he goes out of his way to sort things out. Nothing ever seems too much trouble for him, and he always greets you with a smile.

What really stands out is that he genuinely cares about the residents and the building. He’s reliable, hardworking and incredibly helpful, and having someone like him at the concierge makes such a difference.

Marian is an absolute credit to the team and deserves recognition for the brilliant job he does. We’re very lucky to have him!

Idris was exceptional. Quick to respond, very clear answers and was very empathetic to what I was trying to understand. Great client service and a pleasure to deal with.

Extreme lack of communication and poor organisation. They are currently holding up the sale of my property by not responding to some basic enquiries. Every time I contact them they say they'll chase the team but still nothing. Now they are telling me I owe money for service charge that I have been paying monthly and on time for the past 4 years. It's impossible to get through to anyone and I could have completed the sale of my property weeks ago if they just replied!

Update: 2.5 months on, and they are still holding up my sale and have gone radio silent. I submitted a formal complaint 5 weeks ago and still haven't had a response.

IDRIS LISTENED AND UNDERSTOOD MY PROBLEM.
HE RANG AFTER I LEFT THE MESSAGE. VERY HELPFUL AND RESPECTFUL ON THE PHONE.
ENJOYED HIS SERVICE.

Dealing with a human who could help me - I called as I couldn’t work out how to make an online payment. Helped by Jocelyn who was excellent and did what I needed very quickly indeed.

Idris did a great job looking after my queries. He took ownership of the case and resolved it very promptly.