Remus Reviews 1,687

I had problems registering my details on the website.
I contacted Bethany at Remus and she was very helpful and promptly supplied me with an invitation key. Once I entered this I could then complete the registration process.

Eleven years of continued poor service (two property managers out of about 20 showed improvements but sadly they left or moved on within short space of time), multiple property managers, no consistency and little engagement.
Awaiting an announced visit in October after numerous requests for meeting and here we are half way through the month and no date announced. I have seen one meeting with residents throughout this 11 year period.
No accountability and radio silence from Remus. This sector needs regulating.
And Remus please don’t respond with the standard “this is not the level of service we aim to provide”. This is the standard level of service which appears the theme if you read comments on here. Why do Remus never learn and improve following customer feedback?

Poor all round. Emails ignored, phone calls answered but no call back. No initial meeting as promised and no proper engagement with contractors to ensure they know what work they need to complete. If I ran my business like Remus I wouldn't have a business. Not sure why the company is as disorganised as it is, management issue? Disillusioned staff or not enough staff to support the clients Remus have on their books? Management need to get a grip on these issues and stop using the Ostrich management style (dipping their heads in the sand) and deal with customers like the key stakeholders that they are. We are about to look round for new managing agents to manage our communal areas. The quicker we get rid of these people the better. Avoid at all costs.

Mr problems with my email were sorted out quickly and politely.

Thank you
Tanweer

The worst company to deal with. They are unclear on what they are doing, their management of the estate is diabolical, they only reply when they want to and without resolving issues, threaten Bailiffs when payment is withheld as a service has not been received.

Conveyancing team were able to speed up an issue that otherwise would have caused issues in the process of the sale of the property keeping those below in the chain happy

If you are thinking of buying or renting a property that Remus manage find somewhere else. From my experience of Remus managing our estate in Chelmsford is awful. They do not care and have made a brand new estate dirty and unsecured. They want to charge high, do little and do not attend the site.

I had a really positive experience speaking with Tanweer. He handled my inquiry extremely well and demonstrated fantastic customer service skills throughout. He really put me at ease (which makes a big difference when it comes to paying bills!) and clearly highlighted the key points I needed to know. True to his word, he also followed up promptly with an email, which I really appreciated. It was genuinely a pleasure speaking with him — thank you, Tanweer!

I'm still waiting for a response to my question.....

There is only one person in this organisation that consistently helps clarify things or pass matters on to the correct person. having said that even once an issue is passed on I hardly ever get a satisfactory response. As with many block management companies, once they've got their feet under the table it's hard to get them out as getting the other flat owners to agree on the change is like herding cats. Effectively money for nothing, and when you call them out on their poor or lack of service - they say they'll reduce the service charge next time. They never do, it always goes up.

Tanweer was very polite and helpful!

I am submitting this formal complaint AGAIN regarding the conduct of Remus over a prolonged period between 2022 and 2025.

Over more than two years, I have been subjected to repeated errors, unreasonable demands, and poor customer service by Remus, which has caused significant distress, wasted time, and unnecessary financial and emotional strain.

Between 2022 and 2024, Remus repeatedly requested service charge payments that had already been made, and on other occasions provided incorrect information regarding amounts allegedly outstanding.
Despite sending numerous emails, with proof of payment and requesting senior intervention, my attempts to resolve the matter were ignored. My repeated requests to meet in person or escalate the issue to a Director were refused.

Instead, Remus threatened legal proceedings, forcing me to devote considerable time and energy to defending myself. This process was extremely stressful and time-consuming. After over two years of correspondence, Remus eventually withdrew their claim and excessive legal fees only a few months before the scheduled hearing in April 2025, conceding that my service charge account up to December 2024 was fully paid.

As a result of the stress and disruption caused by their actions, I was left with no choice but to take Remus to court on the 29 April 2025 for damages, loss of earnings, and the significant time I was forced to spend addressing this matter.
At this hearing, it was formally established and agreed that my account was up to date to December 2024.

Despite this court determination, only in July 2025, I was contacted again by Remus, who are now alleging that service charges still remain outstanding from 2024!
How can this be when we had a court hearing in April 2025, and non payment wasn't mentioned.
This is entirely inconsistent with the court’s findings and raises serious concerns regarding the accuracy, integrity, and competence of Remus’ account management.

To date, I have still not received a proper explanation, acknowledgement, or apology from Remus, nor any response to my repeated requests for a Director to engage with me directly to resolve this matter. I have phoned on numerous occasions, but my request have been ignored!

This situation has caused:

Significant emotional distress and anxiety over a prolonged period.

Wasted time and loss of earnings due to repeated, unfounded demands.

Loss of trust and confidence in Remus’ ability to manage service charge accounts accurately and fairly.

I therefore request that this complaint be fully investigated, that Remus issue a written apology acknowledging their failings, and that assurances are provided that such conduct will not be repeated. I further reserve my right to escalate this matter if this kind of behaviour continues.

We are in the process of selling our house and needed a Management Pack from Remus, we were pleased to have a great experience with them. The management pack was returned to our solicitor quickly and subsequent queries in relation to a deed of variation were handled in a timely and professional manner. Initially and after reading recent reviews we were concerned that our sale would be delayed but Remus have exceeded our expectations and made a stressful process a little easier.

Update 30th Jan 206
Rubbish left everywhere, and smoking and vaping in the property by school kids is ongoing. And other then the email saying prompt action will be taken to rectify nothing has been done! Surprise surprise. Bonus negative points to the Sailsbury office!

Update 22nd Jan 2026
After coming out and claiming to have “fixed” the front door the issue remains. The door handle was re attached but the lock still doesn’t work. We now have school kids and teenagers who regularly congregate in the flats, smoke weed and cause issues. Good news though as Remus responded and said it would be fixed over 7 months ago! They have said the same again today so will wait to see if they ever figure this out.

Been waiting over a month for an insecure and dangerous front door to a block of flats to be repaired. Prior to this we were left with a faulty fire alarm which continuously beeped for months. Exceptional poor service and no regard for the safety of the people living in their properties.

Update 17/02/26
The trust pilot team reached out today, I had a good chuckle when they stated “ To help us resolve this as quickly and effectively as possible” before going on the request details that have already been provided multiple times! at this point it’s been well over a year.

Difficult to get through to the correct department via phone.
Once there though, Sophie was very helpful in addressing and resolving my issue.

A really underhand company. They send you a statement of 'anticipated' charges (not an invoice) then weeks later send a letter that is dated almost 14 days before you receive it saying that there are outstanding charges (to the value of the 'anticipated' amount) and if not paid within 14 days of the letter, there will be a £50 late payment charge. So effectively giving you (if you are lucky) that day to pay it, or pay the late fee.

This is not an isolated instance either as it as happened to me twice, and also to several other residents on the development.

The charges also do not seem reflective of the maintenance that they carry out, as they are hardly ever seen and when any works are carried out, the area is left in a mess.

Unfortunately we are stuck with them, otherwise I would 100% refuse to deal with them.

Thanks team for the great service investigating my query. I received a 5 star service!

£500 a year for having gardeners loan the moan every 2 months, yay!

I have lived in Red Lodge Suffolk
Aster Meadows phase B for 5 years now and each year I have had to chase when the grounds people are going to cut the grass I pay for twice a year.. past years have been a nightmare of infrequent attendance..
Well this year I must say the contact and response has been brilliant Charlotte Mackinley the Senior property Manager introduced herself via email as well as clearly outlining that the new contractors Majestic have a schedule of fortnightly attendance. ( they have attended today) I must admit the whole village looks so much tidier especially the area in front of my house the team of Majestic work extremely hard I’m so pleased we at last have the service we all pay for ..

I would rate 0 if I could, shocking company to deal with we have electric gates which broke down waited months for them to be repaired, it also came to light we had on contract and they gates were not being serviced as they should, they now expect me to pay for electricity not used they have taken readings and split with all the gated areas so they all got reduced rates due to our gates not working. No replies to emails for takes weeks, now charging me late payment fees as I held back £100 until sorted. Our account manager is shocking never responds are calls when I have requested a call. I am so frustrated with this company would never buy another house if Remus has anything to do with it.