Arthur Reviews 

We've been using the software for a few years now as an agency. I have had to create a spreadsheet log to keep track of the issues as there are so many.
I try to be open minded to the reasons for bugs or poor support, but it has been getting worse and worse. I raised an issue regarding Property Remittance Floats being incorrect - a landlord may have hundreds of pounds in our client account, but the remittance statements say £0.00 even though their float statement displays the correct figure, which is obviously concerning for them and looks unprofessional for us!

The report was raised 6th December 2023. Acknowledged a few days later and the bug still remains on the 24th Jan 2024. Their service level agreement says that all issues will be resolved within 21 days....but I have now had several instances where this has not been the case.

The time wasted has been considerable. I can only guess that it now runs into the tens of hours to correct issues. And the issues are software related and not user (i.e. me) related which makes it even worse as I'm paying considerably for the privilege of wasting my time.

The only support for a basic user is via their chat online, this takes HOURS to get a response even though their average wait time suggests minutes. In fact I have an active chat open right now and I sent a chaser message 2 hours ago after not being responded to 1 hour before.... My emails sent directly to their support email address are received but ignored.

It is disappointing because I think the company has been sold in 2022 and now receives minimal managerial support. This trend is getting worse and the trajectory will result in customers having to leave.

Update 27/02/2024
After a quick initial response to this public review (1 day) we still have the issue after several promises to fix.

Anthony solved my query quickly and efficiently as always. The support team at Arthur is always top.

Awful. I have been using Arthur since they were a start up, when they promised me the world. Since then they did not fulfil any of the promises they made, and continue to be a buggy, poorly designed (in a software sense) mess.

Getting hold of them is impossible.

Right now, the system is down and there is no-one we can turn to for help as nobody is answering their phones.

Leaders in the industry for obvious reasons once you start using them

Nigel is fab, really helpful and informative

Unfortunately my process for trying to book the demo/training wasnt a positive experience. The first one the system allowed me to book on a Saturday, sat for an hour and no one arrived to be told that they dont open Saturday. Second session booked no one turned up as trainer was off sick and no one told me. Complained and if I am honest Nigel has turned my experience around. He called to check I had the link and was on time. Really patient, knowledgeable and nothing was too much trouble. Has also said he s happy to have questions and queries asked and he s not always available straight away but will always come back to me. So reassuring. We are also going to have more sessions in the future.
Thanks Nigel you have been amazing and restored my faith.

The support from the team at Arthur has been second to none. We have had lots of questions and needed a ton of guidance whilst setting up and can't fault the service we have received, particularly from Subomi who has spent hours quite literally holding our hand through the process. He is very knowledgeable and always gets back to me within a matter of minutes.

We have been looking at various property management systems, and after having a demo with Max we decided to bite the bullet and go for it. Since going live, the support I have received from Max has been amazing. Nothing is a problem to him and no question is too silly :) I have also had my first tutorial with Femi - wo was also really good. He listened to me, took his time and showed how to do everything in a clear and concise manner. I'll definitely be booking Femi out again

Max has made using this platform really easy - very helpful to work with and would recommend! I’ve now implemented it with another of my companies

After consulting many different solutions on how to manage our growing portfolio we decided to go with Arthur. Firstly, they aren't pushy on the sales front but supportive and take the time to listen to your queries as well as ensuring what you need is a good fit with what they offer. The onboarding was easy thanks to Max who was our point of contact and support throughout the process. I wouldn't hesitate to recommend both the product and team behind it. The support is there from the outset and the team make what could be a stressful experience with porting a lot of information from one system to another - a straight forward task. Thank you all!

Arthur is great. The service was amazing, femi was really patient with me when showing how to use the system and always available any time I need their support

Arthur used to be an amazing company but now it is appalling with prices rising regularly and zero customer support. If you raise a bug they pretend it does not exist and then admit they knew about it but didn't want to tell their customers in case not everyone was affected. You cannot talk to a person and have to use their in app messaging service so they can hide behind it. I insisted that they call me back on a bug which mean I cannot do accounts and they offered a 5 day call back. SIMPLY PUT AVOID LIKE THE PLAGUE

Scam Company Avoid!!!

Using Arthur has really crippled our business.

1. Customer support is terrible, they claim that you can request a call back for a complex issue, we have been with Arthur for over a 2 and a half years and not once have they called us after requesting this.

2. Customer support via the online chat is terrible, the average time it takes for someone to respond is about 30 mins and then they do not even understand your question.

3. Servers are very slow and seem always break at the ned of the month when we have to remit to clients.

4. Financial side is by far the worst, it is extremely complex to carry out rent reviews close tenancies return deposits etc.

Your honestly a lot better off sticking to Excel Spreadsheets.

We encountered numerous problems with Arthur's financial system, and unfortunately, its functionality was at its worst. Additionally, their response time to address these issues one by one is three weeks. During this period, we were forced to manage our property operations manually in Excel, which, in my opinion, is a more efficient alternative to Arthur.

Update as of September 26, 2023: I received a call from Anthony in the Support team, and he assured that that the issues will be resolved. I appreciate his assistance in working to resolve them.

Update as of October 02, 2023: The issue is still not resolved.

The worst software - avoid!!!! I've spent hours and hours (3 years to be exact) trying to set up, use, and trust this terrible, terrible software system. Onboarding was non-existent, customer service is non-existent, the web chat is awful (I've been on it for hours for the simplest of queries), the staff don't understand the system themselves and I've been living this nightmare that is Arthur for far too long. I don't trust the system, I definitely don't trust the reports, the staff are not friendly or helpful and, actually, I wouldn't miss it. I'm currently (along with many others, I hear) in the process of finding a system that works.

Excellent customer service from Hamid. We were guided through the whole process and all our questions and queries were answered. Would definitely recommend.

My experience with Arthur has been great!..
I would recommend to anyone.
If you need help, they do offer online training support, a colleague you can speak too.

Thank you : )

We have recently dealt with Hamid, he has been super helpful with helping us get set up on Arthur. His knowledge and expertise has been fantastic. Nothing is ever too much trouble.

Subomi is really helpful. He's master in his work. Much appreciated.

Worst app

No customer service

No one to speak to only via chat

All advisers are unhelpful

I need download my chat between estate agent and myself I can’t app don’t let you print the chat

Badly designed need update this to allow tenant to print chats

Need get person to speak to why only chat they don’t reply for weeks

Very poor customer service

Our experience with Arthur has been all round a great one. We did have some issues with setting up however, once Nikoleta started managing our systems, the experience has been amazing. My only feedback is that Arthur's customer support agents need to provide better customer service on the chat function but, with the help of our relationship manager Nikoleta, we are able to sort out our issues with great customer service provided.