ÃÛÑ¿´«Ã½

Watchdog has investigated Residential Management Group, or RMG, one of the UK’s biggest property management companies, which claims to deliver high quality customer service.

We heard from Stewart in Bolton. He and his wife moved to their RMG-managed home in June 2023. For over a year, they’ve had damp issue in their bedroom. Stewart complained to RMG, who arranged for a damp inspection. But despite receiving the results in December last year, none of the recommended works have been carried out.

We also heard from Anna and Bill who reported problems with their intercom system, two years ago. After months of complaining, RMG told them that work to fix the intercom would start in April this year but they’re still waiting.

And we’ve had other complaints about RMG. Will Hoang moved into his flat in Prestwich, Greater Manchester in April 2022, but it wasn’t long before he spotted a leak, on the ceiling, in his lounge. Will, contacted RMG and had hoped for a speedy fix. But what followed was over two years of back and forth, failing to get the leak sorted. One day he came home to find green liquid in his lounge, which was used by a third party company, arranged by RMG, to find the source of the leak. Since then, he’s failed to get RMG to repair it.

When we wrote to RMG, we were told that it is sorry for the distress and inconvenience Stewart has experienced. When he first reported his concerns with water ingress, a specialist contractor carried out an inspection and identified a blocked drainage pipe feeding into the drain and a failed sealant in the ACO drain valley. RMG said it addressed these problems and believed the issue to be resolved however, it was notified later in the year that damp had reappeared. A contractor carried out a further inspection and replaced the ACO drain. RMG insists it maintained contact with Stewart, who informed the company that the damp problem had resurfaced. In response, RMG said it engaged a surveyor to conduct a more detailed assessment and provide a long-term solution, and that these works are now underway. RMG appreciates the concerns raised in relation to the time taken, adding that it is legally required to consult with all leaseholders on major works such as these, which inevitably led to a further delay. RMG said that the surveyor is confident the issue has been addressed, and RMG will ensure any internal damage to the property is rectified, promising to keep Stewart fully informed of the schedule, scope of work, and any necessary remediation, including cleaning and restoration of the affected room. It added that it is working closely with Stewart to ensure he is fully satisfied with the works, and that it has also arranged an on-site meeting with residents to discuss any outstanding concerns.

In Anna and Bill’s case, an RMG spokesperson apologised for the distress the intercom system has caused to the residents and it shares their frustration for the time taken to resolve it permanently. It explained that the system became inoperable in 2023 after suspected internal wiring damage caused a surge. Following an assessment by its contractor, a full replacement was recommended, and RMG sought multiple quotes for a hardwired system that integrates alarms, door entry, and fire detection. During this time, it said it ensured anyone who required additional aid was able to put a Personal Evacuation Plan in place, and that it supported access for deliveries and visitors during this period by providing an interim solution of a secure key safe. RMG said it will also include a reminder about how to access the key safe in the next resident update, and that it acknowledges the frustration caused by the delays, and the impact this has had on residents’ daily lives. RMG says it is committed to resolving these issues thoroughly and responsibly. It said that works are now underway, which it has communicated to the residents, and that it has also arranged an on-site meeting with residents to discuss any outstanding concerns.

And in Will’s case, RMG said it has never been responsible for the works on his home, or appointing the surveyor, and had no control over the funding. It said that a different company is the decision maker for the scheme, adding that this company appointed a surveyor to carry out works. RMG said it understands this other company is looking into a solution for Will and explained that in practice, Will would report issues to RMG but after that, the other company – as the decision maker – holds responsibility for subsequent action taken, including remediation. RMG insists that its role is to only facilitate access for the relevant parties, once instructed, and that RMG was appointed to Will’s building in June 2020 by the owner of the majority of the units. RMG said it has reached out to Will to arrange a meeting and it will ensure to keep him updated of the schedule and scope of works to be carried out once it is made aware.

You can watch the VT here for 28 days - /iplayer/episode/m002d2t2/the-one-show-04062025