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Review summary
Crabtree Property Management has room for improvement based on customer feedback. Customers particularly appreciate service and professional, though some mention concerns about communication and customer service.
These people are crooks, plain and simple. Extracting ever-increasing sums money under threat of legal action, then providing literally no services in return. Constant churn in our allocated "property manager" with no handover from one to the next, promises broken, invoices never materialise, meetings never happen, emails not answered, out-of-office replies giving no indication of when they may return. I cannot understand how they are legally allowed to charge fees for "management" when no manager is in place, how is that not theft?
NEVER TRUST THIS JOKERS, Still waiting for them to refund me £42.50 for a car park key fob, always pass the buck from pilliar to post. despite having paid them back in April
AVOID THEM AT ALL COST.
Absolute disgrace and I will never live in any building run by them, ever again. They are so incompetent I cannot believe they survive. Our once lovely development is overgrown, infested and overrun with flytipping/drug dealing. Crabtree rarely open emails and even after 2.5 years don't recognise me as a leaseholder. I've been literally begging them to let me pay my service charges but they just ignore.
I help out with our resident's association and when going through the annual accounts/charges there are so many errors and overcharges it is unbelievable. I'm not sure if they're crooks or just completely useless.
Please someone go undercover and make an exposé on them as I've no idea what they do all day - certainly isn't managing anything, they couldn't run a bath
Contacted the out of hours on 9th May as I was issued a parking ticket despite my disabled badge being clearly displayed, was told that it would be sorted, now received a debt recovery bill for £170 and have spent 1 hour on the phone but no one has answered as yet!
In 2021, I raised concerns about Crabtree staff being unresponsive to emails and communicating poorly. Also, demands having no due date yet having late fees. Furthermore, no instalments allowed for service charge payments, contrary to the lease. The property manager could not answer with any clarity & she passed me to the customer experience manager who invited me to open a complaint. She ignored that, breaching the regulators response rules. After 14 days, I followed up with the customer experience manager who emailed me with contradictory, vague, nonsense riddled with typos. After repeatedly deflecting, she passed me to the operations manager who claimed to be investigating but repeatedly fobbed me off and stalled for weeks & did not have a copy of the lease agreement. I contacted the MD who forced them to respond. It took her 12 weeks to advise me that service charges could be paid in 2 half year instalments and due dates will be added to future demands. The ops mgr blamed me for her tardiness, stating that I should have summarised the 12 weeks of email history for her & told me to contact the customer experience mgr to discuss anything further. Sadly, both would not comment on Crabtree's poor communication.
Thankfully, in December 2021, after 25 yrs, our huge residential development had enough & terminated Crabtree as our mgt agents; but ironically, Ctree has not bothered to write to the owners about the change or advise what will happen to our money!
UPDATE - After I posted my review above, the customer experience manager, attempted to sabotage my review & publicly humiliate me by irresponsibly disclosing my last name in her Trustpilot reply, in breach of Data Protection rules & her own privacy policy.
Also, instead of addressing the concerns in my review, she vindictively posted in her Trustpilot reply, a sarcastic, inappropriate remark about my literacy, and arrogantly communicated that using.. FYI....
I emailed her about the legal consequences when breaching GDPR & deleted my review to remove her unprofessional remarks & protect my personal data, then reposted, as I will not succumb to online bullying from them.
I have never come across such an unprofessional and ineffective management company. The phone is not answered, if there’s an answerphone it’s says it’s full. On the rare occasion you can leave a message there isn’t a response. Same with emails - no reply. They don’t even respond to urgent messages from solicitors.
Trying to sell a flat took months and months just because of their inefficiency. We even had a completion date provided we got a final signed document which they’d promised that day. Did we get it, or course not. That was beyond apathy it felt like deliberate sabotage.
I tried to contact a different department once only to be told conveyancing weren’t answering their phones that day(!), that they were busy (get more staff), that they had a lot of work (get more staff).
I could go on but what’s the point they clearly haven’t tried to improve from other critical reviews.
We are a residential site containing 43 flats.
The service provided by Crabtrees property manager /assistant is first class. Enquiries and requests are generally answered within 24/48 hrs. If advice is needed they are always happy to support and help. I have found their skills and knowledge to be extensive. All problems so far have been delt with.
Here's to another year successfully working together to make our site a home for all our residents.
Due to Crabtree’s obsession with supposedly “keeping costs low” (even though our monthly maintenance charges are extremely high) everything on our development looks a bit scruffy, tired and run down. The most basic maintenance issues take an age to resolve and require constant chasing.
Cleaning and gardening seem to be carried out to the absolute minimum standard possible (again, “apparently” in the interests of keeping costs low). The disintegrating planters full of dead shrubs and weeds at the entrance to the development and never ending issues with fly tipping in and around the bin stores pretty much set the tone.
In 7 years we haven’t had a single leaseholders meeting or AGM and who has any clue who the directors of our development are. They certainly never communicate with any of the leaseholders.
The real icing on the cake is the total lack of any form of official updates or communication FOUR MONTHS after announcing that the development has failed the EWS1 survey. I totally understand it’s a long and complicated process to secure funding, surveyors, contractors etc, but really, is it too much to ask to receive an occasional letter keeping us up to date, or reassuring us that it’s still being worked on? I honestly don’t think Crabtree has any clue how much stress and upset the situation is causing the residents. Or maybe they simply don’t care.
As a fee paying customer of a company that is supposed to be serving the interests of the leaseholders, I can honestly say that I feel like every time I try to engage with Crabtree I'm just an inconvenience to be fobbed off as quickly as possible with excuses and empty promises.
For any future property purchase if I found out that Crabtree was the managing agent I would walk away.
I have been a client of Crabtree since 2015. Their service was initially good with quick and effective responses to issues, but this deteriorated significantly in the last 2 years. However, there has been a notable improvement in recent months and it is now back to meeting expectations. Looking forward to this continuing!
Hussain was extremely helpful I emailed regarding the outside light not working and the over grown tree within a few weeks or so the tree has been cut and the light fixed. Hussain was really happy to help and kept me updated
Incompetent and useless company. We are in a process of selling the house. They have been chased up by two conveyancing teams to send one email for two weeks now. On every call from our solicitors and our buyer's solicitors they said it will be done today, it will be done by 12pm, and never happened. Today was our deadline to sell the house, everything was ready apart of that email from Crabtree, both teams were chasing them whole day then we called Crabtree and we said to them that it needs to be done now otherwise the whole process will collapse. Finally, they sent that email after 3pm, but it was too late. Because of poor service from Crabtree we had to move completion day till Monday. We have hired a van for completion day which should take place today 12.11.2021, we have been charged additional bank fee for the delay and we had to put our staff to the storage (another extra costs) and everything because of that one email from Crabtree. Avoid this company because you may be in situation of loosing your buyer or you will be charged additional fees/costs because of their unprofessional service.
The person I spoke to was helpful on both occasions. He also answered questions I had raised via email, promptly and honestly. What he didn't know, he found out and quickly responded.
The matter was of concern to myself and other residents who had not managed to get a response from other employees at Crabtree.
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