General FAQ’s

The RMG Customer Services team is open 24 hours a day, 7 days a week, where residents are able to discuss any issues, make payments and report repairs. Contact can be made via our online chat facility located on our websites, by phone on 0345 002 4499, or alternatively, you can email our Customer Services team at customerservice@rmgscotland.com

This appears on all correspondence and can be found in your Welcome Pack we issue to you, the number is usually 12 digits long; however the format can vary and may include letters and punctuation.

Good communications between the factor and owner are the key to a successful relationship. General enquires should be directed to our Customer Service Centre in the first instance. Our Customer Service Centre is open 24 hours per day, 365 days per year – 0345 002 4499.  In the event that our Customer Service Centre cannot fully address your enquiry by telephone, your Property Manager will return your call within 2 working days.

Contact information for all forms of communication are detailed on our contact us page. For general requests, (ie. non-emergency) RMG Scotland will acknowledge receipt of a communication within five working days of receipt. Timescales for resolution of queries, relevant to the prevailing issues, will be indicated within our acknowledgement.

If you feel you would like to make a formal complaint you can refer to our 5 step escalation complaints procedure. If you would like further information, please see here for a detailed breakdown of our formal complaints process.

RMG Living is your online customer portal. Every client has access and log in information is provided within your Welcome Pack. RMG Living provides you with the ability to view your current account balance and make payments, as well as having access to important development announcements, site visit reports and newsletters. It will also provide you with the name of your dedicated Property Manager and RMG Scotland contact details, enabling you to report issues to our Customer Service Team.

If you have not received your Welcome Pack with your details or require a new password, this can be requested and issued to you via our Customer Service Team.

It is important you keep your contact details up to date. If you are changing your correspondence address, name, phone number, email address or any other contact details, please contact us so we can update our records. Should your name change for any reason we will require copies of your legal documentation as confirmation for our records.

To authorise an additional person to access your account, you will need to confirm this in writing to us via email. Once we have this written consent, the named person will be able to act on your account, however, they will not be able to authorise any additional persons.

The authorisation will allow the authorised person full access to your account and all information relating to your account including making payments, setting up payment plans, cancelling or changing payment plans, querying the account status, buy keys, get gate codes etc. This is recommended if your property is managed by a letting agent or third person that may need to facilitate such actions.