I pointed out a fault in the bollard lighting with in 24hrs received acknowledgement of e mail ask for more details and fault rectified the same day. First class support my thanks to Molly
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Hi Today my request for a dead fox that was next to my balcony decomposing to removed. Jen was vert helpful understanding and arranged for it to be removed as soon as possible . Oif the bushes were... See more
Company replied
support from Amelia, I have generally been happy with the service provided by Pembroke PM, but I wanted to take a moment to give special recognition to Amelia. Recently I experienced first class supp... See more
Company replied
Worse property management company -avoid. Company rarely answers phone or returns emails. No complaint process or independent review and my number was blocked for harassment (4 calls over 3 months). F... See more
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Company details
- #2 of 2 best companies in Apartment Building
- #1 of 1 best companies in Flat Complex
Written by the company
A specialist block and estate management company. Our management portfolio is varied and includes apartment blocks, housing estates with shared features, and mixed use developments. We are committed to providing high quality and proactive property management services to our clients. Excellent customer service is Pembroke's core value. Our bespoke block management services are offered all over London, Kent, Surrey, Essex & Sussex.
Contact info
Foundation House, Coach and Horses Passage,, TN2 5NP, Tunbridge Wells, United Kingdom
- 0333 344 2100
- support@pembrokepm.co.uk
- www.pembrokepm.co.uk
4.2
Great
626 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 month
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Reply from Pembroke Property Management
Dear Laura,
Thank you for taking the time to share your experience with us. We are thrilled to hear that you found our response prompt, helpful, and friendly.
At Pembroke Property Management, we are dedicated to providing excellent customer service, and your feedback reinforces our commitment to delivering a positive experience. We are delighted that we could assist you in a manner that met your expectations.
If you have any more questions or if there's anything else we can do for you, please don't hesitate to reach out.
Kind regards,
Customer Service Team
I contacted the company concerned regarding increases of my service charge.
I contacted the company concerned about a very large increase in my service charge. The response was detailed, clear and quick. Despite not helping to ease the financial burden facing people like me with these high costs, the manner in which my query was dealt with was professional and greatly appreciated.
15 January 2024
Reply from Pembroke Property Management
Dear Ricky,
Thank you for reaching out to us regarding the recent increase in your service charge. We truly appreciate your feedback.
We understand that the rise in service charges can be challenging, and we empathize with the financial burden it may impose. Your satisfaction is of utmost importance to us, and we are grateful for your acknowledgment of our detailed, clear, and quick response.
If you have any further questions or if there's anything specific you would like us to address, please do not hesitate to reach out. We are committed to ensuring your experience with our company remains positive, and we appreciate your understanding during these challenging times.
Kind regards,
Customer Service Team
Really helpful customer service…
Really helpful customer service assistant. Helped with my query and resolved.
15 January 2024
Reply from Pembroke Property Management
Dear Nicola,
Thank you for taking the time to rate the level of service received. Your feedback is important to us.
We are glad to note that you were assisted in a helpful and friendly manner and that your query has a swift resolution.
If we can be of any further assistance, please do not hesitate to contact us.
Kind regards,
Customer Service Team
Excellent Service.
Excellent Service.
Call was answered quickly. Email followed almost immediately. SO set up. Action complete. Thank you.
11 January 2024
Reply from Pembroke Property Management
Dear Eileen,
Thank you for taking the time to rate the level of service received and leave a review. Your feedback is important to us.
We are so pleased to receive a report of excellent service delivery by the team.
If there is any further assistance needed, please do not hesitate to contact us.
Kind regards,
Customer Service Team
Roybn got back straight away and always…
Roybn got back straight away and always there to help xc
9 January 2024
Reply from Pembroke Property Management
Good day,
Thank you for your review.
We are so pleased to hear that you had a speedy response to your query.
If there is any further assistance needed, please do not hesitate to contact us.
Kind regards,
Customer Service Team
Very helpful
9 January 2024
Reply from Pembroke Property Management
Dear Hannah,
Thank you for your valuable feedback.
We are very pleased that our team was able to assist with your recent query.
If any further assistance is needed, please do not hesitate to contact us.
Kind regards,
Customer Service Team
Efficient responses
Kasia, the assistant property manager is an absolute credit to Pembroke Property Management.
Efficient, polite and always responsive, Kasia is a breath of fresh air.
4 January 2024
Reply from Pembroke Property Management
Good day,
Thank you so much for this positive review.
We are so glad that Kasia has assisted you politely and efficiently.
If there is any further assistance needed, please do not hesitate to contact our offices.
Kind regards,
Customer Service Team
Kim has been consistently helpful
Kim has been consistently helpful and most importantly she has been very pro-active and efficient in managing our building during what has been a particularly difficult year for our rental flat.
19 December 2023
Reply from Pembroke Property Management
Good day,
Thank you for taking the time to rate the level of service received and to leave a review.
We are so very pleased to note that Kim has been helpful in managing the development.
If there is any further assistance needed, please do not hesitate to contact our offices.
Kind regards,
Customer Service Team
Got back to me quickly with a full…
Got back to me quickly with a full explanation and details of followup actions. Have found Pembroke to be professional while maintaining a friendly approach.
14 December 2023
Reply from Pembroke Property Management
Good day,
Thank you for taking the time to share your feedback with us. We greatly appreciate your kind words and are delighted to hear about your positive experience with Pembroke.
Customer satisfaction is our top priority, and it's heartening to know that our efforts have made a positive impact.
Your feedback is invaluable to us as we continuously work to enhance our customer experience. If you ever have further questions or concerns, please don't hesitate to reach out.
Kind regards,
Customer Services Team
Fast response and problem resolved
Responded quickly to my issue. Sent someone out to investigate and problem solved.
12 December 2023
Reply from Pembroke Property Management
Dear Loraine,
Thank you for taking the time to rate the level of service received.
We are very pleased to note that your issue had a speedy resolution.
If there is any further assistance needed, please do not hesitate to contact us.
Kind regards,
Customer Service Team
I would not recommend this company
I would not recommend this company, all these people are interested in is how much money they can make out of maintaining the property, buy tackling items that don't need attention, but does have a big impact on our pockets, but yet don't pay any attention to the smaller items that do make a difference, some of which are classed as health and safety issues, however these smaller items don't come with a large profit margin so they are left, also no future planning or preventative maintenance, I also I find them very rude when dealing with, and also very slow to respond, there is also no consistency with the managers, they literally change like the wind, I do actually feel at times we have been scammed by this company.
Date of experience: 30 November 2023
30 November 2023
Unprompted review
Reply from Pembroke Property Management
Good day,
We are truly sorry to hear that you feel the service received is not up to our usual high standard.
We would like to take this opportunity to advise you that we only get a management fee and all repairs and maintenance work is contracted out to independent contractors on behalf of the client.
If you would like to raise any maintenance matters with us directly, please email our offices at support@pembrokepm.co.uk.
Kind regards,
Customer Services Team
My problem was resolved quickly and…
My problem was resolved quickly and efficiently. Special ‘thank you’ to Amina for her help!
1 December 2023
Unprompted review
Reply from Pembroke Property Management
Good day,
Thank you for taking the time to leave a review.
We are so very pleased to hear that your problem was resolved quickly and efficiently by Amina.
If there is any further assistance needed, please do not hesitate to contact us.
Kind regards,
Customer Services Team
Amina was extremely helpful and kind to…
Amina was extremely helpful and kind to us in sorting out a parking related problem, for which we are very grateful!
24 November 2023
Reply from Pembroke Property Management
Good day,
Thank you for taking the time to share your recent service experience with us.
We are very pleased to note that Amina assisted in resolving your parking related query.
If any further assistance is needed, please do not hesitate to let us know.
Kind regards,
Customer Service Team
Clearing weeds in communal car park …
Asked them to do some ground maintenance and within a week it done.
9 November 2023
Reply from Pembroke Property Management
Dear Nicola,
Thank you for taking the time to leave a review.
We are so pleased to note that your request for assistance had a speedy resolution.
If there is any further assistance needed, please do not hesitate to contact us.
Kind regards,
Customer Service Team
My query was dealt with promptly and…
My query was dealt with promptly and courteously. I now have confidence that the matter is being dealt with.
3 November 2023
Reply from Pembroke Property Management
Dear Nigel,
Thank you for taking the time to share your positive experience with us. We are pleased to hear that your query was handled promptly and with courtesy. Ensuring that our customers feel heard and supported is of utmost importance to us, and we are glad that we could provide you with the confidence that your matter is being taken care of.
If you have any additional questions or concerns, please do not hesitate to reach out to us. We are here to help.
Thank you once again for your valuable feedback.
Kind regards,
Customer Service Team
Nothing short of excellent service
Andreea was a breath of fresh air. Answered and managed my query effortlessly and with great professionalism. Excellent customer service in my humble opinion.
26 October 2023
Reply from Pembroke Property Management
Dear Mr Faulkner,
Thank you for your kind words and valuable feedback. We are thrilled to hear that Andreea provided you with exceptional service and effortlessly addressed your query with professionalism.
At Pembroke Property Management, we strive to uphold the highest standards of professionalism and customer care, and we are pleased that Andreea exemplified these values during your interaction.
If you have any further questions or require assistance, please feel free to reach out to us. We are always here to help.
Thank you once again for your positive feedback.
Kind regards,
Customer Service Team
Prompt and quick response and dealt…
Prompt and quick response and dealt with my issue
26 October 2023
Reply from Pembroke Property Management
Dear Marc,
Thank you for taking the time to share your positive experience with us. We are delighted to hear that we could promptly address your concerns and resolve the issue at hand. Providing timely and effective solutions is a key focus for us, and we are pleased that we were able to meet your expectations.
If you require any further assistance or have any other questions, please do not hesitate to reach out. We are always here to help.
Thank you once again for your feedback.
Kind regards,
Customer Service Team
Very prompt response and very helpful.
24 October 2023
Reply from Pembroke Property Management
Dear Anne,
Thank you for your kind feedback! We are thrilled to hear that you found our response prompt and our assistance helpful. Ensuring our customers' satisfaction is of utmost importance to us, and we are pleased that we could meet your expectations.
If you have any further questions or need assistance, please feel free to reach out to us. We are here to help and are committed to providing you with the best service possible.
Thank you once again for your positive comments.
Kind regards,
Customer Service Team
Extremely helpful in resolving an issue…
Extremely helpful in resolving an issue I had , thanks to the property management pembroke everything was resolved quickly.
19 October 2023
Reply from Pembroke Property Management
Dear Yanita,
Thank you for taking the time to share your positive experience with us! We are thrilled to hear that our property management team at Pembroke Property Management was able to swiftly resolve the issue you were facing. Delivering exceptional service is our top priority, and we are delighted that we could meet your expectations.
We appreciate your kind words and recognition of our efforts. If you have any further questions or require assistance in the future, please don't hesitate to reach out to us.
Kind regards,
Customer Service Team
Query submitted and answered swiftly in…
Query submitted and answered swiftly in detail by Kim.
19 October 2023
Reply from Pembroke Property Management
Good day,
We are pleased to hear that Kim was able to provide you with a swift and comprehensive resolution to your query. At Pembroke Property Management, we strive to offer prompt and detailed assistance to all our valued customers, and we are delighted that Kim was able to meet your expectations.
We will ensure that your kind words are shared with Kim as they will serve as a great source of motivation for her. Customer satisfaction is our top priority, and we are committed to delivering exceptional service at all times.
If you have any more questions or require further assistance, please do not hesitate to reach out to us. Our team is dedicated to providing you with the best support possible.
Kind regards,
Customer Service Team
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