HC GB Services Reviews 274

I’ve lived at Rathbone East for 5 years, and after that building was transferred to HC-GB it became total chaos. I can confidently say this is the most careless and disrespectful management team I have ever dealt with. Every time you raise an issue, they either ignore you completely or pretend not to understand.

1. Deposit nightmare and complete silence:
From the moment we moved out on 4th September, dealing with them about the deposit has been an absolute nightmare. They started ignoring us as soon as we refused to pay the unfair deductions they tried to impose. It’s now 16th October, and despite multiple follow-ups, they keep ignoring us and still haven’t returned our deposit. The level of unprofessionalism is shocking.

2. Elevators constantly broken and filthy:
Weeks would go by with no repairs. At one point, one lift was completely broken while the other was left dirty after someone urinated inside. It wasn’t cleaned for 1.5 weeks. That meant your only options were either walking up 11 floors or using a stinking, unhygienic lift. No updates, no apologies — just silence.

3. Rat infestation:
For five months, the bin area was crawling with rats — often six or more running right in front of you. I sent six emails to different people, including the building manager, asking when this would be addressed. Not a single reply. Not even a fake “we’re looking into it.” Just pure disregard.

4. Security issues:
Doors and gates that are supposed to be secure are constantly broken, leaving the building unsafe and accessible to anyone. Rarely fixed, and even more rarely communicated about.

5. Accounting chaos:
Their accounting is a complete mess. When we moved out, they tried to charge us for utilities we had already paid. Even though I paid rent in advance, I kept getting “late payment” reminders. I repeatedly asked them to stop. They didn’t.

6. Deposit manipulation:
They failed to keep the official check-in report and then tried to charge us for damages we never caused. On top of that, they attempted to bill us for “professional cleaning” fees — which is practically illegal, especially considering the flat was already cleaned to a professional standard.

Every interaction with them felt like a nightmare. They are only nice and responsive when you’re about to sign or renew a contract.

There were MANY more issues that I’ve encountered but haven’t listed here. I’ve never in my life experienced this level of incompetence, ignorance, and disrespect. Never rent with them.

Rating: ⭐☆☆☆☆ (If negative stars were possible, this would deserve one)

This property used to be a true five-star residence under Greystar Management — a team that set benchmarks in professionalism, efficiency, and resident care. For over seven years, I experienced outstanding service across every function — from the front office to maintenance, property management, and accounts.

Unfortunately, ever since management shifted to HCGB, Vonder, and LRC, the quality of service has declined drastically. The once passionate, proactive, and resident-focused culture has been replaced by apathy, delays, and complete lack of accountability. Whether it’s the lettings, credit, repairs, or management teams, there is no sense of ownership or enthusiasm to do justice to their roles. Even viewing requests now seem like an inconvenience to the team rather than an opportunity to serve potential residents.

It’s deeply disappointing to see how a property that once stood as a model of excellence has lost its charm and credibility. My seven years of pleasant stay and admiration for this place have been completely tarnished by this shift in management.

If there were an option for negative stars, this experience would certainly merit one. For now, a single star will have to represent the deep contrast between the former Greystar era and the current mismanagement.

Honestly, first of I don't know why there's so many negative views on here for this company. Ever since Vonder / HCGB took over our building from the previous landlord it's been great.

The building is well looked after, the receptionist is always friendly and willing to help tenants with issues. Sure, some issues aren't resolved instantly, but that's life.

Our tenancy was running out, and myself and my partner just did our renewal with Lee. Lee was really responsive, and quick at responding. Walked us through the process and to be frank it was the easiest experience in terms of tenancy renewal we've experienced. Far better than the previous landlord's renewal process.

No headaches, and no stress... Thanks Lee for all your help and assistance! 5/5 Stars!

This Company it’s a joke!!!!

I asked for a parking space and they gave me the keys after months and despite they told me I was registered and paid for it I received so many parking fines. NEVER GET PARKING WITH THEM. They will tell you they you are all good and then you are parking in a space which it’s not even yours. I am fighting now to get those paid from them. They will ignore your emails without care, be ready for this!!!! Thank you Mina for all of this, I can see that you really care about your job.

We have not received our deposit and have been sending emails nearly every day since the 10 working days of “waiting”. Still no response from the deposit team and no contact since the move out date. A disgraceful company. AVOID.

Worst letting agency to deal with Careless, rude, suffering with gross negligence and at times Incompetent staff. Their contractor damaged my property after not attending to the Job for months, which has now cost me, obviously they sided with his blatant lies and inconsistency’s without evidence even when I have provided evidence and pay service charge. I am forced to take legal action in fear of being falsely held liable despite being a loyal reasonable tenant.

Don’t even bother !

Thier properties are theives infested !

Especially the Liverpool property .

Your parcel would get stolen everyday!!!

No help whatsoever !!

The worst rental services company I have ever encountered.

HCGB and the employed staff members are rude, uncaring, unprofessional and simply inept at doing their job. Politely put they do the absolute bare minimum.

I have lived at one of their properties (Maud Street) for 2 years. During that time we have faced frequent frustrations:

- Maintenance issues taking months and sometimes years (!) to fix
- Non communicative property agents. The property agents frequently change without warning. Our current property agent, Mina Fitri has not responded to us for over two weeks despite multiple emails and phone calls to the head office asking for my call to be returned. It is like talking to a brick wall, I am not sure if she even exists.
- Credit control will send you random bills for energy use without any indication of consumption or date ranges. As per our contract, these are supposed to be supplied quarterly but this does not happen. When we have reasonably asked for a clearer breakdown of bills, they have threatened us with not renewing our tenancy.
- There was a police incident in our building to which the outdoor area and hallway was cordoned off. HCGB provided no details about this incident and it left us feeling incredibly unsafe.
- They have frequently left the building in disarray. I once walked into the bin room and the lack of cleaning meant I was able to see 5 rats at one time.
- They have insisted that we pay for maintenance issues, which is absolutely absurd. The windows frequently break which is a well known issue throughout the building. Marlene Bester insisted that if they attended and were able to fix the window from a long list of instructions they provided me, I would have to pay. This is outrageous. I am not a mechanic.
- There is a huge package theft issue in the building, yet HCGB leave the main gates broken for weeks at a time. Again, this feels unsafe.
- Since moving out it has been over 10 working days and we have still not received our deposit, nor been asked for our banking details. I have called every day and seem to be hitting a blank wall with their call centre. Nobody is replying or seem to care about the delay. I have chased Lisa-Mari Thaysen who originally provided some limited details, but again received complete silence and no indication of when the deposit will be returned.

Our overall experience has been appalling and exhausting. I shouldn't be having to call and email everyday to resolve simple issues when we are spending thousands of pounds on rent every month. The worst company and group of agents I have ever come across. Do yourself a favour and do not rent from HCGB.

I dealt with Tom who was very professional and accommodating. I would recommend this company

This company is the biggest bunch of jokers in the entire industry. I moved in 4 months ago, with my partner. Both our names are on the tenancy agreement. They gave us one key. How is that meant to work? Then, when inside the flat, we found a million and 1 issues. Chief amongst them, our windows didn't shut. 4 months later, our windows still don't shut. We have ethernet ports in the walls, these do not work at all, and I have reported them broken over and over again. Their response? I wish I knew, they never respond.

The building manager is a ghost. The security camera in the lobby was removed, and a parcel thief was thieving for 2 months. The lights in the hallways don't work. Or they work for a week, then they break for a week. The tiling and grouting in our bathroom is hilariously bad, and have they done anything? No. Nothing gets done, nothing works, no one cares.

There are no redeeming features of this company. Dealing with them is a nightmare. They are the definition of incompetent.

EDIT:
HCGB have replied, and can’t identify me from this. Clearly they have more than one tenant complaining about their windows not being able to close for 4 months, which says a lot. Would also like to note that the people at HCGB who deal with rent payments are just as incompetent as everyone else at the company, as they have somehow gotten confused with the reference they told us to use. When presented with proof we have only ever used the reference given to us, they have stopped talking. Good to see the money guys are on the same level as the property management guys.

The whole HCGB company is like a bunch of 13 year olds have gotten together and decided they can manage a property. Yet to receive an official message from them that isn’t littered with spelling errors, we have recently learned that the building is in breach of fire regulations, and has been for probably the entire lifetime of the building. Our front door has failed the fire door check, we never heard anything about this, despite the checks occurring over a month ago. The hallway lights continue to break every Monday like clockwork. Issue after issue after issue.

Save yourselves and do not rent from them. They haven’t changed, they aren’t different, they haven’t gotten better, they are just as incompetent as always. You will regret ever renting with them, every new tenant in our building regrets moving, we regret moving, you will regret moving too.

You’ll be lucky to get a spacious apartment with some essentials provided at the time of renting. However, do not expect timely or quality service from the management. I faced water issues on multiple occasions, and the management/concierge was not available to resolve them. In fact, they seemed indifferent to any problems in the property. The letting agency is poorly managed, their so-called “high priority” service took more than two weeks to address. The only positive experience was with the service technician, who single-handedly resolved the issues. And the harsh reality is that they have only a single person who caters to all the service needs of the pace. The place is majorly understaffed. They never pick calls for any urgent matters.

They are unresponsive, test your patience level. They just dont care. Even if the flats look pretty, its not worth trusting them. Worst service ever! Multiple issues, water doesnt work, heating doesnt work, they dont respond to anything, not even for end of tenancy!

Got the apartment yesterday (which it was supposed to be available since September 4th… i arrived on time agreed in advance. The flat was chaos, everything from the previous tenant was there. Broken, dirty. Broken windows. The agency just told me to wait.. while I was paying a van to keep my stufss. And in a different city. Promised to finish at the same day. Well.. it didn’t. They were supposed to pay my hotel, and guess what? Both agent turn their phone off and not answering me. With not home to sleep, and not answering. Just a paid flat in Bagshot that I couldn’t use. I am extremely frustrated and disappointed!

UPDATE FROM MY PREVIOUS REVIEW 2 WEEKS AGO ! WORST MAINTENANCE COMPANY EVER !!
I finally got a reply 6m later via email with no name on the bottom of it so I guess the person who replied wants to stay anonymous so no change there !!!
They did advise me to contact the maintenance manager SOPHIE JACQUES ! my reply was that I have emailed her numerous times and also rang her mobile and left voicemail for a call back . It seems that SOPHIE and TEIMOOR NAZIR prefer to gaslight the clients ! NO REPLY I also asked for my email to be logged as a complaint on the 16/09/2025 due to all the issues that have occurred over the last 13 months . I HAVE NOT YET RECEIVED A CONFIRMATION EMAIL FOR MY COMPLAINT.
As an owner of a property they are Surposed to be managing the only contact landline number listed is for tenants to ring with maintenance issues . Unfortunately these advisers cannot help if you are an owner of a property ! I have requested HC-GB to reply to my previous review with a direct contact number for the maintenance manager of my property ? Again I have had no public reply either ??
I have read the reviews from tenants and I honestly don’t know how this company is still going ? It must be all the money they are pulling in for doing absolutely nothing !! I will be updating each review I put up until They take responsibility for the CCJ they had put against my sons business when it was there fault the mail was sent to an incorrect address ! Teimoor never updated the details on the system 12 months ago . THE WORST EVER !

Give Lee Stairs a raise. The man was respectful, kind, helpful and very prompt. That is the best employee of the company (Renewal Manager). Bravo!

Absolutely horrendous! Extremely poor service. I stayed in one of their properties for a whole year and never gave them any trouble but it has almost been a month now after my tenancy ended and they are giving me run arounds with my deposit. Complete useless customer care, terrible management. Been emailing everyday for three weeks and no one is responding to any of my emails. I do not recommend.

I’ve been renting a property for about a year, and honestly, I was initially going to give a low rating. For most of my tenancy, it was extremely frustrating to get hold of anyone to report issues or ask questions. It felt nearly impossible to speak with a building manager or have my requests actioned by the right contractor or team.

Fortunately, I’ve noticed a positive change recently. I can now reach someone more easily to report problems and receive updates, which is a big improvement. I only wish this level of service had been provided from the beginning, as consistent communication should be a basic standard in property management.

That said, I appreciate the progress and truly hope this higher level of service continues. Better late than never.

Services was top notch - Excellent customer service, my queries were answered promptly and they were very helpful with the issues I had.

The worst agency, zero customer service, zero service, no answer to calls or emails, never had such an experience. waste of money

Lee was really helpful. He replied promptly, answered all our queries and made the process easy.