ELM Group - Camberley

Joe C.

Dealing with this management company has been nothing short of exhausting. I’ve sent hundreds of emails over time — almost all ignored. The complete lack of communication is unacceptable and shows how little they care about the residents they’re supposed to support.

To make matters worse, I’ve had staff knock on my door repeatedly (at least 20 times) to complain about things — often before addressing their own failings. The attitude and tone during these interactions have been rude and unprofessional.

I never imagined I’d regret buying a flat, but thanks to this company, I do. It’s come to the point where leaving a public review feels like the only option left. I wouldn’t wish this experience on anyone.

Joseph S.

16th Feb 2024. I have been living here for approx 5 years now and in that time this company has ignored the residents. We are all over 60 and there are people in their 70s 80s, since being here there has been discussions about replacing the windows but as yet nothing. There is mould in the flats, the windows do not shut properly, we have to have the heating on most of the time. Also other issues such as the fire exit door does not open unless you kick it from the outside plus other issues. Typical big business worry more about profits etc than the people, maybe a visit to out local MP or the local newspaper might be the next step.

Selwyn L.

UPDATE

SOME 6 MONTHS AFTER THE REVIEW UNDER PLEASE SEE CURRENT PHOTOS SHOWING DAMP PENETRATION INTERNALLY AND EXTERNALLY STILL TAKING PLACE. AN ATTEMPT WAS BADLY MADE TO REMEDY DEFECTIVE EXTERNAL CONSTRUCTION WORK BUT THIS WAS INCOMPLETE AND INEFFECTIVE AND THE INTERNAL DAMP REMAINS UNCHECKED. THIS IS AFTER A PERIOD OF BETWEEN ONE AND TWO YEARS.

IN OCTOBER 2020 ELM ADVISED THEY WERE TO SERVE S20 NOTICES RELATING TO EXTERNAL REPAIR AND DECORATION WITH WORK TO BE CARRIED OUT IN SPRING 2021. NO NOTICE WAS SERVED UNTIL OCTOBER 2021 AND THIS WAS SUBSEQUENTLY WITHDRAWN. THE EXTERNAL DECORATION WAS LAST DONE IN 2014 AND ELM ADMIT THIS IS NORMALLY A 5 YEAR CYCLE.

IN ADDITION THERE ARE A LARGE NUMBER OF SLIPPED ROOFING TILES WHICH COULD FALL AT ANY TIME DESPITE IT BEING BELIEVED ROOFS WERE STRIPPED AND RETILED DURING THE COURSE OF CONVERSION 8 YEARS AGO.

ELM CHARGE A MANAGEMENT FEE APPROACHING £10,000 PER YEAR PLUS VAT FOR THIS POOR QUALITY SERVICE AND SEEM TO WANT TO AVOID ANSWERING QUESTIONS LIKE WHETHER THEY HOLD ENOUGH MONEY IN THE RESERVE FUND TO DO MAJOR WORKS (THIS IS SUPPOSED TO BE REVIEWED 5 YEARLY). SERVICE CHARGES HAVE DOUBLED SINCE 2015 DESPITE MUCH WORK NOT BEING DONE.

THEY CLAIM ON THEIR WEBSITE TO BE A LEADING MANAGING AGENT CHOSEN BY LEASEHOLDERS. I WILL LEAVE A READER OF THESE REVIEWS TO FORM THEIR OWN OPINION FROM THESE COMMENTS.

A Company who specialise in making promises and doing nothing. We have had penetrating damp in 2 areas for between 6 months and 3 years and nothing has been done to rectify.

After 7 years no steps have been taken to carry out external decoration despite a promise last year that works would commence in Spring 2021.

In February 2020 at a Minuted Budget meeting works were to take place to repair a defective boundary wall with a public pavement and to remedy damp. Nothing done. In October last year exploratory work carried out to ascertain cause of dampness and a Report was produced but no action taken.

In July 2020 following complaints about the state of repair a surveyor was appointed by Elm and we met on site and agreed all repairs notified required attention. Elm on clients@ instructions and despite promising to provide the Report have failed to do so leading to the inevitable conclusion that this would cause considerable embarassment to both them and the developers.

Some 2-3 years ago telephone charges were made to service charge accounts which Elm admitted were incorrect but money still not refunded.

Complaints are treated in cavalier fashion and no responsibility ever accepted.

For the 2021 Budget Elm asked for comments from residents and before investigations were completed and queries answered they finalised the Budget.

Very poor quality and service at top prices charged.

From the response below it is noted that no comment has been passed about the penetrating damp so I have attached photographs. Not a welcoming sight to come home to and please note when the defects were reported and the lack of any action even now.

Seeing Elm comments on the telephone charges it was drawn to their attention in November 2020 that since 2017 telephone charges for other numbers were charged to Durrants House. Elm's response was that they have received permission from the account holder to approach BT to clarify. As far as the residents are aware the account holder is their client, Beechcroft, and no explanation is given as to why such consent has taken 2-3 years to receive without money being credited for what seems an obvious error of long standing.

Judith H.

I have recently been in detailed and complicated correspondence with Elise Ciampaglia, about the replacement of like for windows in my flat which is in a listed building. Despite her being only a temporary advisor she has been unfailingly helpful, charming and polite, and answers all my emails immediately. I am very impressed with her, and sorry to see to many previous bad reviews.

Edmund J.

Our block (Hartington Mansions) recently took ELM on to manage the building and services and our experience with them thus far has been horrendous. We requested an LPE1 form to aid in the sale of the property and have never faced so much incompetence and poor customer service. Having initially requested the form on January 5th, it took several calls and emails just to start the process. We were asked to pay a £270 fee and was told it would take approximately 1 week to receive the form yet we are still waiting for the document nearly 7 weeks later. We've told ELM that we need the form urgently as we are trying to sell the property so we can move to Aberdeen to help care for my wife's dying mother and this is the only thing holding the sale up. Our main contact Katie, has her phone line going straight to voicemail and is conveniently in meetings every time we call the main line (despite hearing her talking to the operator in the background). The odd occasions we have managed to speak to her she is rude and dismissive of our urgency. We have been promised the form on 4 separate dates now, including by the CEO of the company, and each time this has failed to materialise. We are now being ignored by everyone in the company and things have been so bad, we are actually starting to wonder whether the whole company is a scam. All this has been fed back to the company directors who represent all the owners of the block who will hopefully take some action. I would recommend staying clear at all costs.

Famalevski

Shambles of a company, no communication, constantly having to chase, then fobbed off and lied to. We now have to wait another two weeks until we can move my vunerable mother into her own place because ther CEO is on annual leave and can't sign a piece of paper...why they can't put a system in place so things can still get done is pure incompetence.

Linda R.

UPDATE July 2024

The windows have now been replaced and a good job has been done. Thankyou Louise for your communications regarding this, all other Elm Group representatives just disappeared into the ether, thankyou for seeing this through. The Oaks is a lovely community, hopefully Elm Group will continue to be more responsive to residents concerns and sort them in a timely matter.

UPDATE 3 months on from review

25.2.24 Never heard anything from Stephen Darling, a new director, who publicly replied to my review saying he would be looking into it.
Yet another member of staff replied to my formal complaint over 3 months after I submitted it stating: "******** has since left the business, so it has not been possible for me to identify where and how this delay occurred". Their complaints procedure is not fit for purpose. No one seems to take responsibility for getting a problem sorted and even their one stop complaints procedure is another fob off.

I have since been made aware of a door to the communal area (which includes washing machines and dryers) that cannot be opened from the inside. It had to be kicked from outside recently to allow a leaseholder in a wheelchair to partake in a group event. It is the only means of access for disabled residents. Elm Group think that remedying this obvious fire hazard can wait until the windows are done. Another example of their complete lack of concern for the health and welfare of their leaseholders.

Tenders for the windows had to be received by 25th November 2023. Leaseholders were notified of the start of their 30 days consultation period in February.

INITIAL REVIEW
My 90 year old mum is a leaseholder in Langley. She, along with other leaseholders, has waited years for promised double glazing and been continually fobbed off. This is not replacement double glazing, she has single glazed windows at the moment. Installation dates were given, November 2021 and then April 2022. Both cancelled at short notice. Customer service is unfortunately non existent. On the 7th September I raised a formal complaint following all Elm Group's/RLHA's own complaints procedure. The usual fobbing off is still happening not the ‘one
touch complaint review' they claim. I escalated the formal complaint to the Chief Executive and still nothing. Now passed to yet another person to look at. I am still awaiting their response 2 months on, another example of their attitude towards their leaseholders.

Sue C.

As the new owner of an Elm Group property, I have had occasion to contact them a couple of times. Each time I have spoken to the same representative who has always been extremely helpful and her cheerful disposition makes our telephone conversations an utter delight.