Re: Sandra, PBM Credit Control Cool & efficient, calm & collected, productive over busy, a breath of fresh air, a rainbow to someone's cloud... OK, maybe the last one's pushing it a bit! But it's f... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
We were trying to purchase a flat managed by PBS and Kayleigh tried to help find out why there was no information or clarity. We ended up renting for six months while we waited for the removal of a... See more
Company replied
We are in the process of selling our flat, anxious not to lose the sale, but my solicitor did not have much success securing the seller's pack. However, I called PBM and was given contact details for... See more
Often dealing with property queries is not easy. On some occasions mine has been complicated with different depts of PBM. I would say that they do genuinly try to help. I am the Executor of a propert... See more
Company details
Written by the company
Welcome to a new kind of property management. At PBM, we think that apartment living should be bright, safe and easy. Residents should be able to enjoy their home and flat ownership should be a pleasure, not a chore. That’s why property management, the PBM way, is about creating cared for spaces, supporting happy homes and enhancing value at every opportunity. We’ll act as a force for good at the centre of your development, helping it to run like clockwork. How? Our brilliant people make life easy by explaining things clearly, taking care of the pennies and using their experience (plus some brilliant bits of technology) to work smartly. We’ll ensure that your apartment block really is a desirable place to live and that every pound works really hard towards keeping it that way. At PBM, what we do really well is manage property in a way that brings people together. Why? Because home is where the heart is. And we like to spread the love
Contact info
395 Centennial Park Centennial Avenue, WD6 3TJ, Elstree, United Kingdom
- 020 8236 1270
- hello@pbm-property.com
- www.pbm-property.com
3.0
Average
486 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 52% of negative reviews
Typically takes over 1 month to reply
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Mihir at PBM
Mihir at PBM was incredibly helpful. He is polite and goes above and beyond to help the residents. His response time is quick and efficient and his communication is very clear. He helped resolve all the teething issues in my flat when I moved in.
20 March 2026
Unprompted review
Reply from pbm Property Management
Thank you for sharing this. Much appreciated
Positive experience
Positive experience when looking to change my correspondence details. I went through initially to the wrong person but he very quickly put me in contact with the correct team who made the change promptly and efficiently.
18 March 2026
Unprompted review
Reply from pbm Property Management
Thank you for the kind words. Making sure customers reach the right person quickly and get things resolved efficiently is exactly what we aim for. Really pleased to hear it felt that way — thank you for taking the time to share it.
Good service.
I approached PBM in need of a particular form for my apartment at Kennet Island, Reading and within 24 hours had a response from Olivia Butler with the form attached that I needed. Very good service.
Thank you.
19 March 2026
Unprompted review
Reply from pbm Property Management
Thank you for the great feedback. A 24-hour turnaround on requests is exactly the standard we hold ourselves to at PBM. Really appreciated
9 Foundry
I work under pressure most of the time and obtaining up to date Service Charge Information is usually the outstanding information required Oliver Butler came back to me quickly and efficiently with the required information which was appreciated
18 March 2026
Unprompted review
Reply from pbm Property Management
Thank you for sharing this. We understand how important it is to have accurate service charge information turned around quickly — especially when you're working to a deadline. Prompt, efficient responses are the standard we hold ourselves to at PBM and it's great to hear it's making a real difference. Really appreciated.
Re A breath of fresh air.
Re: Sandra, PBM Credit Control
Cool & efficient, calm & collected, productive over busy, a breath of fresh air, a rainbow to someone's cloud... OK, maybe the last one's pushing it a bit! But it's funny just how much one can pick up about a person & service just by being on the end of a few emails, when exceptional.
14 March 2026
Unprompted review
Reply from pbm Property Management
Thank you — this genuinely made us smile. We'll take the rainbow! This is exactly the kind of experience we want every interaction with PBM to feel like — calm, efficient, and genuinely helpful. Thank you for taking the time to share it so brilliantly.
I spoke to Olivia Butler this morning…
I spoke to Olivia Butler this morning regarding missing information on 2 of my properties, she was efficient very pleasant to speak to and sorted out my query within minutes.
I would highly recommend this service.
16 March 2026
Unprompted review
Reply from pbm Property Management
Thank you for the recommendation — really appreciated. Efficient, pleasant and resolved in minutes is exactly what we aim for at PBM. Great to hear it came through that way.
Useless management company
Useless management company. Do not fix maintenance issues which are reported. Poor communication. Rising fees despite no management. Bellway have terminated the contract which we are pleased about.
13 March 2026
Unprompted review
Reply from pbm Property Management
We are sorry to read this review and appreciate you taking the time to share your experience. We want to provide some important context. Every query raised about our management and the budget increase was responded to fully and transparently. The service charge increase reflected a legal obligation under the s106 agreement for this development that had not previously been included — we have a responsibility to ensure budgets are accurate and compliant. Residents also received a meaningful credit from the previous year's accounts, reflecting savings and an overall underspend — something we work hard to achieve across all our developments. We were saddened that during this period we were informed that negative reviews would be posted unless charges were reduced. We did not feel it was right to reduce legitimate, legally required charges under those circumstances. We wish everyone at the development well for the future.
Olivia Butler was superb
Olivia Butler was superb. Had a couple of questions and had answers within the hour. Straight to the point and explained really well. Brilliant customer service.
13 March 2026
Unprompted review
Reply from pbm Property Management
Thank you so much for the feedback
Olivia was incredibly helpful and…
Olivia was incredibly helpful and provided me with the documents requested so promptly
5 March 2026
Unprompted review
Reply from pbm Property Management
Thank you for the kind words — really appreciated. Responding promptly and getting residents what they need quickly is the standard we hold ourselves to at PBM. Great to hear it came through that way.
Reply from pbm Property Management
Thank you for your feedback. We reached out following this review to request your contact details so we could identify your account and investigate properly — unfortunately we did not receive a response. We are unable to look into concerns without being able to verify who you are or if this concerns our company. Please contact us at hello@pbm-property.com with your name, development and contact details and we will respond promptly.
Not the sharpest tools
Resident of Pandora Court, we’ve had several managing agents over the past 11 years trying to find one who would actually do their job. PBM have so far been pretty poor. At first they over delivered to secure the contract. Area Managers or Block Managers seem to move on rapidly which means no consistency of service. This isn’t a people issue but more to do with the hierarchy of the organisation or how they seem to run their business. Services haven’t been delivered as per what we’ve been charged for and when we challenge it falls on death ears. Repairs are made some taking months or weeks to resolve and we are talking simple fixes like replacing the liner on the lift floor which has been left unattended to for nearly one year. It’s a fairly basic fix yet for PBM they can’t see to grasp it! More serious issues like water leaks and broken bin doors which have been persistent for over 12 months and the excuse is always we are obtaining quotes. My concern is the repairs are pretty basic and standard and as a minimum a managing agent should be able to prioritise these and get them resolved. Why it takes several residents to complain and write lengthy emails for basic repairs simply amazes me!
20 February 2026
Unprompted review
Reply from pbm Property Management
Thank you for your detailed feedback — we can see you care about the management of your development and we take that seriously.
On staff continuity — we acknowledge there have been some changes in your property management team over time. Our current team has been in place for a while now and is focused on delivering consistently going forward.
On the lift floor liner — we are sorry this took longer than it should have. We will make sure maintenance items are prioritised and progressed more promptly.
On the bin store and water leaks — leaks have been addressed and we are actively progressing bin store doors. The scope of works on the bin store has been finalised and we expect to confirm a start date shortly. We understand the frustration when repairs feel slow and we are working to improve how we communicate progress to residents.
On services delivered — if you have specific concerns about charges or service delivery we would encourage you to raise these formally so we can investigate and respond properly. Please contact us at complaints@pbm-property.com.
Very disappointing experience with…
Very disappointing experience with Premier Block Management. It took them around two years to identify and correct billing errors, meaning residents were issued incorrect service charge demands for an extended period before the apportionment model was finally rebuilt.
Service charges have since increased significantly, with limited transparency or clear justification for the scale of the rise. Communication feels generic and procedural rather than genuinely responsive to residents’ concerns. There is a strong focus on payment deadlines and interest on late payment, but far less emphasis on accountability for past mistakes.
Overall, poor value for money and not the level of service or transparency leaseholders would reasonably expect.
20 February 2026
Unprompted review
Reply from pbm Property Management
Thank you for your feedback. We want to address the points raised honestly and with the context we feel is important.
On the billing — when we took on management of this development we inherited a service charge apportionment matrix that did not accurately reflect the services being provided. Correcting this was complex and required significant work. We invested significant hours at no charge to the development to rebuild the matrix correctly alongside the Directors. We held a residents meeting to explain the changes, and issued a full written explainer to all residents. We are sorry if despite this, the situation still felt unclear — that was genuinely not our intention.
The service charge reflects what was always required to manage the building properly under a correct apportionment model — not a deterioration in value or transparency.
On communication — we hear this feedback and are always looking to improve how we engage with residents. If you have specific concerns that have not been addressed, please contact us at complaints@pbm-property.com and we will make sure they are properly investigated.
Our security and safety is no concern…
Our security and safety is no concern for PBM, front door lock has been broken and left unfixed resulting in homeless people coming to live in the stairs of our building.
20 February 2026
Unprompted review
Reply from pbm Property Management
Thank you for your feedback. The security of our residents is absolutely a priority for us and we are sorry you have felt unsafe. This is not a situation we have ignored — we have made repeated attempts to repair the door locks and are fully aware of the issues this has caused for residents. The scope of works has now been finalised, a tender has been undertaken, and we expect to confirm a start date for the works shortly. We understand the frustration of waiting and we are committed to getting this resolved as quickly as possible
Westbrook Moorings
PBM have replied but I have another issue...
Why couldn't their receptionist told me that or emailed me back? Is communication with PBM has to be via Trust Pilot. I have also emailed to no avail. ref 077/001/057
19 July 2025
Unprompted review
Reply from pbm Property Management
Thank you for your feedback. To clarify — when a managing agent changes, your service charge balance transfers directly to the new agent along with a full handover statement. Residents do not receive a refund from the outgoing agent and repay the new one — the balance simply continues as normal. We want to make sure this process is as clear as possible for all residents.
We also want to make sure any unanswered communications are looked into. Please forward any emails to hello@pbm-property.com and let us know the number you called from so we can review internally and make sure nothing has been missed.
—————————————-
Thank you for your feedback. We are sorry your experience at Westbrook Moorings was not what it should have been. On the leaf clearance — we apologise that this was not followed through promptly after your reports. This fell below the standard we expect from our team. On service charge increases — these reflected a legal obligation under the s106 agreement for this development that had not previously been included in the budget. We have a responsibility to ensure budgets are accurate and compliant and we worked hard to explain this to residents. We wish you and all residents at Westbrook Moorings well for the future.
Abysmal ‘service’
No ‘property management services’ are being provided by this company. The ridiculously high turnover of staff means you never get to speak to the same person consistently, that’s when you actually manage to speak to someone!
Emails aren’t replied to, promises are broken, costs are increased at a ridiculous rate with no justification or valid explanation. They are an absolute joke.
Do not use this company - avoid at all costs!
18 February 2026
Unprompted review
Reply from pbm Property Management
hank you for your feedback. We are sorry you feel this way about your experience. On staff continuity — we acknowledge there were some changes in the team managing this development and we are sorry if this impacted the consistency of service you received. On communication — unanswered emails and unmet commitments are not the standard we hold ourselves to and we apologise where this fell short. On service charge increases — as we have explained to residents, these reflected a legal obligation under the s106 agreement that had not previously been included in the budget, not arbitrary rises.
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