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
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See what reviewers are saying
Amelia handled and dealt with my query very prfessionally and promptly, she was very courteous and polite, a credit to Pembroke
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
Company replied
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
625 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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Amelia
Amelia, was very helpful and responded quickly to my questions and gave me some very informative answers. I am very happy with her excellent customer service
23 June 2025
Reply from Pembroke Property Management
Good day,
Thank you for your wonderful feedback! We're so pleased to hear that Amelia was able to assist you promptly and provide informative answers. It's always our goal to deliver excellent customer service, and we're delighted that Amelia exceeded your expectations.
We'll be sure to share your kind words with her – they’ll mean a great deal.
If there's anything else we can help you with, please don't hesitate to reach out.
Warm regards,
Customer Service Team
My Queries were dealt by Amelia
My Queries were dealt by Amelia, and thank you to her, she was outstanding and professional.
Great work!
17 June 2025
Reply from Pembroke Property Management
Good day,
Thank you so much for your kind words and for taking the time to share your experience with us. We're thrilled to hear that Amelia provided you with outstanding and professional service. We'll be sure to pass along your compliments to her – it will mean a lot!
We truly appreciate your support and look forward to assisting you again in the future.
Warm regards,
Customer Service Team
Really positive assistance from Amelia…
Really positive assistance from Amelia regarding a parking issue
10 June 2025
Reply from Pembroke Property Management
Good day,
Thank you for taking the time to share your feedback.
We’re so glad to hear that Amelia was able to assist you positively with your parking issue. Providing helpful and timely support is always our goal, and it’s great to know she made a difference.
If you need any further help, please don’t hesitate to get in touch.
Kind regards,
Customer Service Team
Reply from Pembroke Property Management
Good day,
Thank you for your lovely feedback!
We’re so pleased to hear that you had a positive experience with Amelia. Her efficiency and communication skills are truly valued here, and it’s wonderful to know they made a difference in your interaction.
We’ll be sure to pass on your kind words to her. If there’s anything else we can help with, please don’t hesitate to reach out.
Kind regards,
Customer Service Team
Efficient and helpful
Recently I had a query and contacted the team at Pembroke. I wanted to share how efficient and helpful I found Molly who quickly dealt with this. In my experience the team at Pembroke provide a fast and effective service which I cannot fault.
5 June 2025
Reply from Pembroke Property Management
Good day,
Thank you so much for your kind words and for taking the time to share your experience.
We're delighted to hear that Molly was able to assist you efficiently and that you’ve consistently found our team at Pembroke to provide fast and effective service. Feedback like yours means a lot to us and serves as great encouragement for the team.
If there's anything else we can help you with in the future, please don’t hesitate to get in touch.
Kind regards,
Customer Service Team
Good experience with claiming an expense
Pleasant experience when I emailed an expense claim for a communal garden tap. It wasn't pre-approved so I wasn't sure if it would get rejected or I would need to take up the offer of a property director to help. I was passed on to the accounts department, who asked if it is okay to simply deduct from my service charge, which it was. This was efficient, pain free and done in a day (the service charge bill isn't due for a while though). Good experience so far.
3 June 2025
Reply from Pembroke Property Management
Good day,
Thank you so much for taking the time to share your experience with us.
We’re really pleased to hear that your query was resolved swiftly and to your satisfaction.
We appreciate your kind feedback and are glad the service met your expectations. Should you need any further support or have questions down the line, please don’t hesitate to reach out.
Kind regards,
Customer Service Team
support from Amelia,
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 support from her. she responded promtly, communicated clearly, and handled everything with the high level of professionalism. She is a credit to the team. Thank you Amelia.
3 June 2025
Unprompted review
Reply from Pembroke Property Management
Good day,
Thank you for your kind words and for taking the time to share your experience.
We're pleased to hear that you’ve been generally happy with the service provided by Pembroke PM, and we truly appreciate your special recognition of Amelia. It’s wonderful to know that she provided you with first-class support, clear communication, and professional service throughout.
Amelia is indeed a valued member of our team, and your feedback will certainly be shared with her.
Thank you once again for your support.
Warm regards,
Customer Service Team
Jennifer Marsicano
Jennifer Marsicano, was very helpful and sorted my query without any delay.
Thank you.
29 May 2025
Reply from Pembroke Property Management
Good day,
Thank you for your kind words and positive feedback.
We're delighted to hear that Jen was able to assist you promptly and efficiently. Providing helpful and timely support is what we strive for, and it's great to know your query was resolved without delay.
If you need any further assistance, please don’t hesitate to get in touch.
Warm regards,
Customer Service Team
Parking issues
Amelia has been dealing with our concerns over non residents using the estate as their personal car park, leaving us with no where to park.
The response has been quick and constructive and I'm sure the situation will be resolved swiftly.
19 May 2025
Unprompted review
Reply from Pembroke Property Management
Good day,
Thank you for your kind feedback.
We're pleased to hear that Amelia has been able to address your concerns promptly and constructively. Ensuring residents have access to appropriate parking is a priority, and we're committed to resolving the issue with non-resident parking as swiftly as possible.
Should you have any further concerns or observations, please don’t hesitate to reach out.
Kind regards,
Customer Service Team
Reply from Pembroke Property Management
Good day,
Thank you so much for your feedback!
We're thrilled to hear you were happy with our customer service.
It's always our goal to provide the best experience possible.
If you need anything else, we're here to help!
Kind regards,
Customer Service Team
Very quick to respond to my enquiry.
16 May 2025
Reply from Pembroke Property Management
Good day,
Thank you for your kind words!
We're glad to hear you were pleased with our quick response.
If there's anything else we can help you with, please don't hesitate to reach out.
Kind regards,
Customer Service Team
Great service
Amelia was very helpful and very swift with the repose to my request. Thank you
13 May 2025
Reply from Pembroke Property Management
Good day,
Thank you so much for your kind words!
We're thrilled to hear that Amelia was able to assist you quickly and effectively. We’ll be sure to pass along your feedback—she’ll be delighted to know she made a positive impact.
If you need anything else, we’re always here to help!
Kind regards,
Customer Service Team
Reply from Pembroke Property Management
Good day,
Thank you for your kind feedback!
We're delighted to hear that Amelia was able to assist you so promptly. Providing fast and efficient service is always our goal, and it's great to know we met your expectations.
If there's anything else we can help you with, please don’t hesitate to reach out.
Kind regards,
Customer Service Team
Very quick response and very helpful.
Very quick response and very helpful.
Thank you Kim :)
9 May 2025
Reply from Pembroke Property Management
Good day,
Thank you for taking the time to leave a service review.
We are very pleased to note that your query had a quick response and that Kim was able to provide the assistance needed.
Please do not hesitate to reach out if we can be of any further assistance.
Kind regards,
Customer Service Team
Extremely Disappointed
Extremely Disappointed – A Complete Failure of Duty
We have been reporting issues of damp, mould, and roof leaks to Pembroke Property Management for over three years, and in all that time, they have consistently failed to take any meaningful action. The situation has now deteriorated to the point where water from the roof leak has damaged our smoke alarm, rendering it useless — a serious safety hazard.
Because of their negligence and inaction, we are now facing severe water damage throughout our flat. Our walls and carpets are ruined, as are our clothes and furniture have been ruined. This is not just an inconvenience; it’s a complete breakdown of responsibility and duty of care.
Despite repeated requests and warnings about the ongoing damage, Pembroke Property Management has ignored their obligations and left us to suffer the consequences. Their lack of communication and accountability is appalling, and we would strongly caution others against using their services. They have shown a complete disregard for tenant wellbeing and property maintenance.
29 April 2025
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.
To help us assist you more effectively, could you please email our team at support@pembrokepm.co.uk with additional details? We’d like to better understand your experience and address your query as quickly as possible.
Kind regards,
Customer Service Team
Avoid at All Costs
Avoid at All Costs – Years of Neglect and Zero Accountability
We have had an appalling experience with Pembroke Property Management over the past three years. Despite repeatedly reporting serious water ingress issues from the roof and walls, our concerns were consistently ignored or inadequately addressed. Their ongoing inaction has now resulted in extensive water damage inside our flat, causing severe harm to our property and personal belongings.
What makes this even more unacceptable is that Pembroke had years of advance warning and ample opportunity to carry out necessary repairs. Their failure to act not only demonstrates shocking negligence but also a complete disregard for their legal responsibilities under property management and landlord-tenant law. As a managing agent, they have a clear duty to maintain the building’s structure and to respond promptly to issues affecting the safety and integrity of residents’ homes — duties they have clearly failed to meet.
We are actively exploring options, as their prolonged inaction has caused significant financial and emotional distress. If you are considering using Pembroke Property Management, we strongly urge you to look elsewhere. Their lack of accountability and basic property care is deeply concerning, and we would not wish this experience on anyone.
29 April 2025
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.
To help us assist you more effectively, could you please email our team at support@pembrokepm.co.uk with additional details? We’d like to better understand your experience and address your query as quickly as possible.
Kind regards,
Customer Service Team
Never use Pembroke – Gross Negligence and Total Lack of Accountability
I own a flat where the building is managed by Pembroke and its honestly been the most stressful three years of my life because of them. If I could give Pembroke zero stars, I absolutely would. For three years, we've raised repeated and urgent concerns about water leaks and serious damp and mould issues in our loft space – all stemming from an unmaintained roof and tower above our flat. Despite verbal complaints, multiple inspections, and even visible health hazards like mould growth and ongoing water damage (all well documented and shared), Pembroke has continually failed to take meaningful action.
They’ve ignored follow-up emails, neglected their legal responsibility to maintain communal and external areas, and carried out botched repair work that has actually made things worse. One of our bedroom windows, which Pembroke's contractors repaired, is now leaking when it wasn’t before, the only window that remains watertight is the one we repaired ourselves.
This isn't just poor service - it’s neglect. It’s a failure of basic duty and decency. We're now suffering financially due to heat loss, facing serious property damage, and enduring unacceptable living conditions due to their inaction.
Avoid Pembroke at all costs if you want a competent, responsive, or even remotely responsible management company.
29 April 2025
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.
To help us assist you more effectively, could you please email our team at support@pembrokepm.co.uk with additional details? We’d like to better understand your experience and address your query as quickly as possible.
Kind regards,
Customer Service Team
Customer serivce is very good
Customer serivce is very good. Dealt with speed and really understood customers problems.
25 April 2025
Reply from Pembroke Property Management
Good day,
Thank you so much for your kind words! We're thrilled to hear that you were happy with the speed and quality of our service.
Understanding and resolving our customers' concerns quickly is always a top priority for us.
If there's anything else we can help with, please don’t hesitate to reach out!
Kind regards,
Customer Service Team
Happy but unhappy!
I appreciate that I made a mistake in paying my ground rent into the wrong account and am happy with the way it was resolved.
However, there is another matter that has not been dealt with by Pembroke since I reported it in August 2024 and that is arranging for repairs to window and door sills. I understand that it is my responsibility to pay for these but you did indicate that you could find someone to do the work. You also emailed all the other residents asking them to report similar problems. I sent a reminder on 21st January but since then nothing has happened. Can you please let me know if you still intend to do anything? Many thanks.
24 April 2025
Reply from Pembroke Property Management
Good day,
Thank you for your message and for your understanding, regarding the ground rent payment. We are glad we were able to resolve that to your satisfaction.
Regarding the matter of the repairs mentioned in your review, we appreciate your patience in following up.
This has been escalated to the relevant property manager to ensure it is addressed promptly.
Kind regards,
Customer Service Team
Amelia at customer service was super helpful!
Amelia Cheeseman was great! Prompt and super helpful. Sorted some of my queries within 24 hours and kept me updated throughout. Courteous and friendly!
15 April 2025
Reply from Pembroke Property Management
Good day,
Thank you so much for your lovely feedback! We're really pleased to hear that Amelia was able to assist you promptly and keep you well-informed throughout the process.
We’ll be sure to pass along your kind words to her—it means a lot.
If there's anything else we can help with, please don’t hesitate to reach out!
Kind regards,
Customer Service Team
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