Urang Property Management Limited Reviews 

If I could give 0 stars then I would. Property is very poorly managed, from broken lifts and locks on the main door, to rat and fly infestations from the overflowing bin area. Constant theft occurs and requests for CCTV have not been answered. After tenants began leaving bad reviews the property manager has now responded to some issues with a plan, so hopefully the actions within this plan are actually carried out.

I'm using trustpilot as a last resort to be heard as all other correspondence had been ignored. There have been multiple complaints from myself and other residents within the property that are not getting resolved. Our lift has been broken for months, the apartment block is filthy due to no cleaners, residents personal property has been stolen due to broken locks on the communal areas, residents now have fly infestations due to the appalling state of the bins and can't keep their windows open due to this, there is also a rat infestation in the bin yard along with dead rats. Why are you ignoring us?? Are you waiting for the threat of legal action because that is the next step. Where exactly is the service charge leaseholders pay going to? Horrific.

I've never dealt with a more incompetent property management company ever before. The property they are supposedly meant to manage is very poorly run, with the account manager not responding to emails or taking any action from complaints raised by residents.

From stolen parcels to the lift being out of service for over 3 months, the issues just keep piling up. The main entrance door has been broken for weeks, allowing strangers to freely enter the building. This has led to bike thefts, making residents feel unsafe in their own homes.

To make matters worse, the bins are constantly overflowing, creating an unhygienic environment. The smell is unbearable, and it's attracting flies into the flats and rats around the property. It's shocking that a property management company can be so negligent and indifferent to the well-being of its residents. Avoid this company at all costs.

We have found Urang to be responsive, professional and reliable. They are taking us through Right To Manage and we are pleased with the progress they have made on our behalf. We have no hesitation in recommending them.

We have been dealing with Urang for many years and find them to be constantly professional, conscientious and experts in what they do, with the added benefits of being a complete solution, multiple service provider. We would have no hesitation in recommending this business.

Our eight-flat property in SE London has been with Urang for almost a year and it has been an unmitigated nightmare from start to end.

Their initial pitch seemed professional, but their inability to reply to emails or pick up the phone has often made it feel like a full time job trying to get them to do their contractual responsibilities.

For context, our building was undergoing minor chimney renovation work when Urang took over, as our previous company was leaving the area. Urang's inability to follow basic instructions led to huge problems with our contractors, resulting in scaffolding being unnecessarily on the front of the building for eight months more than it should have been, prompting not just complaints from neighbours, but also a break-in and robbery in a ground floor flat.

The problems started with the "Onboarding" process, where our property was seemingly ignored for quite a long period. If we did manage to speak to someone, we'd just be told casually that our emails were being directed to the Urang's Junk folder - we would beg them to find a way to prevent this from happening, but this was always ignored.

After three or four months, I was told that our account had been transitioned to a specific property manager. At that point, her boss acknowledged that there were a lot of irregularities with our Onboarding process (it took four months to set up a bank account for our building), and that Urang would consider a refund for the poor level of service to date.

Unfortunately the communication issues persisted after this, and it took another two months for Urang to pay the contractors to finish the chimney job to get the scaffolding down. Our leaseholders had been in a position to pay from October, but Urang's haphazard (at times, semi-literate) communication seemed to confuse things even more. When I did manage to speak to them, we just seemed to have repetitive conversations around Section 20 consultations (a topic already discussed at length with various representatives), or just be given inaccurate details about our building's funds; it was just impossible to make any progress. I would ask about the status of the aforementioned refund (more pertinent now, but again, this was usually just ignored.

After six months, they did transfer the appropriate funds so the building work could be completed, and we're now in the process of leaving Urang.

Even though all of the staff's email signatures state they're in London, every call just seems to be redirected to an office or call centre in (I think) Cape Town. When everything seems to be going constantly wrong, it's uncomfortable having a property manager literally on the other side of the world.

Urang is a big corporate entity who might be able to keep things ticking over for very straightforward properties, but if there's anything that deviates from the norm, they are flummoxed and incapable of resolving. Best to avoid if you can.

**Below is a response to Urang's reply below (original review edited for character limit)

— The phrase "immediate steps" is used to describe a task which should have taken half an hour to do, but instead took 4 months, despite persistent chasing from our side.

— While the building works did indeed begin under previous management, the "issues relating to the building's works" only began once Urang came on board.

— As previously stated, discussions around Section 20 guidance had been covered in detail in Oct/Nov of the previous year. We are surprised that this is still being used as an excuse to defend the additional two month delay between late Jan and late March to pay the contractors.

— While we appreciate the aspiration to have full funds in place before paying the initial 50% payment to the contractors, we had said repeatedly that completing the building works swiftly was our biggest priority (particularly given the excessive delays already caused by Urang), so it's frustrating that our Directors' instructions were ignored for so long on this point.

The reason for writing this review is to provide feedback on a member of the Accounts team. I do not know her name but I believe her to be the Accounts Manager and she has a strong South African accent. I have been out of work for 6 months and called her a few months ago to say that due to my circumstances I was going to struggle to pay the £3,000 management fees for the first 6 months period of 2024 but as soon as I was back in work I would pay it in full. Her response was that’s not our problem you need to find a way to pay it. You can write a letter to the Directors but they will also want the payment in full. I explained that my priority was to pay my mortgage, food, electricity etc., and could URANG not put a hold on my payments for 2 to 3 months. She then continued to say that as I wasn’t able to pay the first 6 months payment she wanted the payment for the other 6 months so I now owed £6,000. I explained that the remaining amount was not due until the end of December. She said that as I was a credit risk she wanted the payment to be made in full. I said that I was now being treated differently to other residents. I have always paid my management agent fees and have been a resident for 25 years. She said this was not URANG’s concern. She wanted the £6000 paid in full and I should have saved some money before losing my job. She once again told me I could write to the Directors but they would share her view. Her tone was cold, heartless and she showed absolutely no empathy. I was clearly starting to be tearful on the call but her tone continued to be harsh throughout the call. I have never been out of work until this period but large companies are laying off people at all levels. Everyone I spoke in other companies were sympathetic and prepared to work out a financial plan apart from URANG and this woman. I came of this call extremely upset. I recommend URANG start recording all calls she makes going forward.

We have worked with Urang for many years now on a professional level and have always found them to be organised, efficient and very friendly. Nice people to conduct business with.

I have used Urang frequently over the last 9 months for the property of an elderly gentleman. The work has varied from electrical checks, window repair, garden waste removal, drainage repair, carpentry etc. Every specialist they send has been excellent - punctual, thorough, respectful, trustworthy and effective. My dedicated Urang manager is also excellent, I always feel we are safe in her hands. I can not recommend Urang highly enough.

Our urang property manager Kari is very helpful and always prompt. We have a good working relationship and she always ensures that all leaseholders are happy with the work that urang carries out on regular basis.

Danielle, our relationship manager, is always courteous, helpful, and informative.

Ps the date of experience box below is very misleading as this is an ongoing client management process

Urang provided a seamless transition for property management services from our previous agent, complete with checklists for block and tenant management as well as financial services. After the transition, Urang facilitated capital improvements, boosted occupancy, and increased rental rates while simultaneously reducing operating costs, leading to improved cash flow. Furthermore, they helped us secure a caretaker for the property, significantly enhancing tenant satisfaction.

Aluve proved extremely efficient in resolving a tricky insurance issue, stayed focused on the problem and delivered a positive result.

Urang has helped us set up the RTM company very smoothly, as well as transferring the management from the previous company to our RTM. They are very patient and reply to emails very promptly, which is very reassuring. Would recommend them to everyone who is currently suffering from poor management company.

Urang are supposedly carrying out a full complaints process including at the most senior of levels, but have assumed no responsibility for anything. For this reason we are likely to escalate the complaint externally - the response via their online services is of no value.

Urang have disappointed on many aspects of building management. We sympathise with their other clients who express the same.

Urang are slow to respond even in urgent situations such as the recent collapse of a party wall to the front of our garden.

Urang put forward a Legislative Health & Safety Assessment that is not even relevant to our building. They continue to do so, despite our own verification with the FIA.

Urang have failed to represent our interests in a crucial part of a subsidence insurance claim. This would have resulted in a large and unnecessary expenditure had we not rectified it directly with the insurer.

All of this is in addition to years of chase ups for a variety of issues. We therefore would not recommend them.

Excellent service. Very professional, proficient and dilligent at every stage during a lengthy process. I was kept up to date and everything was explained thoroughly. Many thanks.

Unreliable and unprofessional. Worst property management company out there.

In one full calendar year I have paid them thousands of pounds and asked them to do one thing - to address a pretty bad leak on my outside wall. They made zero progress on this issue, didn't answer the phone, didn't answer emails, and the longest email I had from them was 11.5 months in when their credit controller sprang into action to query why I had withheld my final month's service charge and threaten to pass me to a debt collection agency. Amazingly, that person answered the phone first time. They promised to get me an update on the leak. I paid the service charge. I never received the update. Zero stars if I could.

Edit 27 May 2024: we have given notice we are using a different company going forward but I did just write an email to the address given below to give them private feedback. The email bounced.

I've been working with Susan Bantjes on a roof leak and she has been absolutely exceptional with communications and helping to sort the leak out! Not only was the insurance claim and roofer organised incredibly quickly, the communication has been kind and positive throughout. We're just sorting out the ceiling part of this experience but with Susan's support, I have no doubt we'll resolve it ASAP. Thank you for your support here, Susan!

Due to poor response rate, I have to write here to get some kind of adequate reply. Urang customer feedback/complaints team - please respond to me. I have sent many emails to our building's agent, AG, regarding the annual budget of the service charge, yet she has not sent back the finalised budget that we freeholders amended and is overcharging us. She keeps sending back the same invoice, then not just for 1 quarter but 2 quarters when this is too early.
We then received a credit control email from your debt collection team. I wrote back to them 9 days ago asking to put in a formal complaint yet I have received no response. I emailed urang customer feedback 3 days ago, but no response. Given the urgency of the situation I expected an immediate response. You will find my emails from JF.