Review Time
My experience with this service has been profoundly disappointing. Their focus seems to be solely on sending invoices and pursuing payments, often lacking any clear evidence of the services rendered. I've received erroneous and duplicate invoices, and every effort to seek clarification has been met with unhelpful responses or complete silence. Despite having a flawless payment history, my account was referred to solicitors after just two reminder letters for a mistaken payment that appears to be a duplicate—without any prior warning, explanation, or attempt to address my concerns. They also added an unwarranted fee of over £200, despite the solicitors confirming they had no record of my case. When I tried to communicate with the service to understand the situation and request access to my account details, they refused to cooperate, merely stating that the matter was “referred” and no longer their concern. They even blocked my access to the portal. Meanwhile, the solicitors were unable to assist since they had no file for me. I was left completely stranded between two entities, neither willing to help. The most distressing part has been the utter lack of compassion. I clearly explained that I am currently abroad caring for my father, who is receiving end-of-life care. This made no difference to their staff, who showed no empathy, flexibility, or willingness to assist—only more invoices and additional charges. Based on my experience—and the numerous similar reviews online—this service desperately needs to enhance its communication, accuracy, and basic customer support. Residents deserve transparency, professionalism, and at least a modicum of humanity! I would strongly advise anyone considering this service to be prepared for inadequate communication, unexplained fees, and a total lack of support.
According to their own statements, the accounts show a deficit of £10,862, representing 15% of the annual service charge. This deficit has been allocated to each unit based on its share of the total service charge. The shortfall has arisen in various areas, primarily due to unexpected costs in landscape maintenance, insurance, and company secretary fees. It's outrageous to increase service charges due to mismanaged accounts for common business expenses like insurance and secretary fees. Such poor management calls for stricter regulations for estate management companies like this.
I reported a burst pipe to the out-of-hours service. An engineer came, turned off the water supply and electric, and left a bucket to collect water, stating they could only isolate the issue. However, the water leakage worsened, flooding my flat and damaging my carpet. My cats are distressed by the inch-high water, unable to move due to fear. After a day without heating or water, I contacted the service again, highlighting the health and safety risks, but was repeatedly told the matter was with their team. I emphasized the urgency, yet despite the pipe bursting for two days, my home became unlivable. To make matters worse, I emailed the property manager multiple times, stressing the urgency, and received no reply. I was left to endure a flooded flat without heating, water, or electricity. Absolutely unacceptable.
I recently had the pleasure of working with a representative, and the experience was exceptional from start to finish. They are incredibly knowledgeable, proactive, and genuinely committed to providing top-notch service. Their communication is always clear and timely, managing every stage of the process with professionalism and attention to detail. Nothing is too much trouble, and they consistently go above and beyond to ensure everything runs smoothly. It's rare to find someone so reliable and easy to collaborate with. I would highly recommend this representative—they're an asset to any project or team.
I recently received a PDF regarding a change to the bank account. When I attempted to copy the text, as I have done in the past with this service and others, I found it was presented as images rather than text, forcing me to retype the details. I reported this to customer support and received a reply stating they aim to respond within ten days—are we in the 21st century or the 20th?
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Trinity: national service charge management delivered locally.
Trinity is a privately owned property management company, operating across England and Wales, committed to providing high quality and cost-effective service charge solutions for both your property and your community. We achieve this by delivering a responsive and straightforward service through our professional and localised teams.
Managing a full range of residential property across England and Wales from small blocks of flats to large city centre apartment developments; mixed estates of houses and flats, refurbished country houses and cul-de-sacs of freehold houses. We have more than 46,000 homes already committed to management.
Locally based Estate Managers supported by a dedicated management team are assigned to each development, meaning you receive faster response rates along with local knowledge and an understanding of needs. Regular site visits ensure the correct standards are maintained, and any management issues can be dealt with quickly.See more
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