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Review summary
Urang Property Management Limited has mixed reviews from customers. Customers particularly appreciate service and professional, though some mention concerns about communication and customer service.
Our building's management service has delivered nothing but abysmal performance. For months, we've been trapped in a financial fog, desperately seeking clarification on opaque repair invoices that remain unexplained despite our persistent inquiries. Their standard operating procedure involves stonewalling and evasion, forcing us into a relentless cycle of badgering just to elicit even the most basic acknowledgment.
A Broken Promise, A Broken Lift, A Broken Trust
The most glaring symbol of their incompetence is our perpetually malfunctioning lift. It's a source of constant frustration, offering little more than empty assurances and misleading updates. Every promise of repair has proven to be a fabrication, leaving residents in a state of perpetual limbo. Perhaps most egregious is their utter disregard for residents with disabilities, who are consistently left stranded and forced to navigate stairs due to the agency's callous indifference to their needs.
Systemic Neglect and Zero Accountability
In essence, we are living under a regime of systemic neglect. There's a profound absence of transparency, accountability, and basic professional communication. It's clear that the agency views residents with contempt, our concerns consistently ignored and our trust irrevocably shattered. This level of service is simply untenable.
The managing from Urang of our building has been nothing short of a nightmare to deal with. We’ve been waiting months for clarification on invoices related to repairs, despite repeatedly requesting detailed explanations. Their responses are either vague, delayed, or don’t come at all — and we have to chase them multiple times on a regular basis just to get any kind of reply.
One of the most frustrating ongoing issues is with the building’s lift, which has been unreliable for far too long. We rarely receive updates unless we push for them, and even then, the information provided is often misleading or outright false. Promises are made but never followed through.
Overall, the lack of transparency, accountability, and basic communication is completely unacceptable. It feels like residents are being ignored and misled. We deserve far better.
Urgent Action Needed: Urang's Negligence Causes Major Issues
Our experience with Urang, our building management company, has been nothing short of abysmal. We are facing critical issues that have been left unresolved for months, coupled with a complete lack of communication and abysmal customer service.
The most pressing concern is our non-functional lift, which has been out of service for three months. It took an entire month just to get the lift company to assess the issue. After a brief repair, the lift broke down again within a week. Despite repeated attempts to contact Urang to chase the lift company, we've been met with radio silence or, at best, sporadic and unhelpful responses. It often requires multiple residents to email them before we receive any sort of reply, which invariably consists of excuses rather than solutions. As a result, we are still without a working lift, causing significant inconvenience and accessibility problems for residents.
Adding to our woes, our roof has been leaking for two years now, and Urang has done absolutely nothing to address it. We have received no updates, no proposed solutions, and no indication of a timeline for repairs. This ongoing leak is a serious structural concern and a testament to their complete disregard for property maintenance.
Overall, the customer service provided by Urang is the worst imaginable. It is virtually impossible to reach anyone by phone; all communication must be done via email, and even then, responses can take weeks. This level of unresponsiveness and inaction is unacceptable for a company responsible for managing residential buildings.
Urang's negligence is causing significant distress and inconvenience to residents. We urge them to take immediate action to resolve these critical issues and drastically improve their communication and customer service.
I would give negative review if it was possible.
I've been working for Aluve of Urang for 2 yesrs or so and have found her and the rest of the team to be very conscientious. They genuinely care about their clients !
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.
Complaint about Accounts Manager - I don’t know her name but she has a strong South African accent.
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.
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