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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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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Great help from Jen
Great help from Jen with a parking issue in my local area. Quick responses and very friendly. Thank you for your help!
28 October 2024
Reply from Pembroke Property Management
Good day,
Thank you for your kind words! We’re so glad to hear that Jen was able to assist you with your parking issue promptly and with a friendly approach.
Providing quick, helpful support is what we strive for, and we’ll be sure to pass along your thanks to her.
If there’s anything more we can help with, please don’t hesitate to reach out!
Kind regards,
Customer Services Team
I appreciate Molly Terry from Pembroke…
I appreciate Molly Terry from Pembroke support team helping us to resolve the parking notice issue with NPC. Molly was on top of our issue and fixed it within a day which avoided us to pay multiple penalties to NPC. Thank you so much for the excellent support.
18 October 2024
Reply from Pembroke Property Management
Good day,
Thank you so much for sharing your experience with us!
We’re thrilled to hear that Molly was able to help resolve your parking notice issue so quickly and effectively.
Our team is dedicated to providing excellent support, and it’s wonderful to know Molly’s prompt assistance helped you avoid further penalties. We’ll be sure to pass along your kind words to her.
If there’s anything more we can do for you, please don’t hesitate to reach out!
Kind regards,
Customer Services Team
Good support team
We have only been here 6months and have found the support team, particularly Kasia, to be extremely helpful and efficient when dealing with our enquiries.
Also impressed with the web portal for administration updates.
15 October 2024
Reply from Pembroke Property Management
Good day,
Thank you for your wonderful feedback.
We’re so pleased to hear that Kasia and our support team have been able to assist you efficiently. It’s great to know the client portal has also been helpful in keeping you updated.
If there’s anything more we can assist you with, please feel free to reach out!
Kind regards,
Customer Service Team
Very prompt action
10 October 2024
Reply from Pembroke Property Management
Good day,
Thank you for your feedback!
We’re thrilled to hear you were pleased with our prompt action.
Providing timely assistance is a top priority for us, and we’re here whenever you need support!
Kind regards,
Customer Service Team
Great Service.
Aidan was really helpful. He is always quick to respond to any questions or queries you may have. The company takes really good care of the development.
11 October 2024
Reply from Pembroke Property Management
Good day,
Thank you for sharing your experience with us! We're delighted to hear that Aidan has been so responsive and helpful with your questions.
It’s our priority to ensure the development is well taken care of, and knowing we’re meeting that goal means a lot. We’ll be sure to pass along your kind words to Aidan.
If there’s ever anything more we can help with, 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 glad to hear that our communication met your expectations. Providing clear and consistent support is very important to us, and we’re here whenever you need assistance.
Kind regards,
Customer Services Team
Supertastic company
Great efficient company that without delay did work, fantastic customer service and support, huge understanding of individual needs. For me personally they've been absolutely brilliant in everything I needed. Thank you 🤩
9 October 2024
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 our team was able to provide the support and understanding you needed. Knowing that our service made a positive impact means a lot to us.
Please don't hesitate to reach out if there's ever anything more we can assist you with.
Kind regards,
Customer Service Team
Worse property management company…
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). Fees go up but services never provided and keep making excuses to conduct more work. This industry is open to abuse and government should regulate to stop this abuse
2 October 2024
Unprompted review
Reply from Pembroke Property Management
Good day,
Thank you for your feedback. We sincerely apologize that your experience with us hasn’t met your expectations. We understand how important clear communication and responsive service are, and we are committed to improving in these areas.
So that we can look into your query further, please email our offices at support@pembrokepm.co.uk and we will ask the Management Team of the development to review this further for you.
Kind regards,
Customer Service Team
Reply from Pembroke Property Management
Good day,
Thank you so much for sharing your wonderful experience with us! We're thrilled to hear that Aidan has been so helpful and made a fantastic impression. We’ll make sure to pass along your kind words, as we know it means a lot.
If there's anything more we can assist you with, please don’t hesitate to reach out.
Kind regards,
Customer Service Team
Incompetent management
Absolutely incompetent property management, leave the life out of service more than 5 months without any solution, keep far away from this group.
3 September 2024
Unprompted review
Reply from Pembroke Property Management
Good day,
Thank you for taking the time to share your feedback.
We deeply regret the inconvenience and frustration you've experienced due to the prolonged issues with the lift and the delays in resolving the matter. This is not the level of service we aim to provide, and we sincerely apologize for the disruption this has caused in your daily life.
The lift was put back into service earlier this week.
If we can be of any further assistance, please let us know.
Kind regards,
Customer Service Team
Great customer service
Great customer service! Molly guided and helped with all the issues I had. Many thanks.
2 September 2024
Reply from Pembroke Property Management
Good day,
Thank you for your kind words!
We're delighted to hear that Molly was able to guide you and help with all the issues you encountered. Your satisfaction is our top priority, and it's great to know that Molly provided the support you needed.
Many thanks for sharing your experience with us!
Kind regards,
Customer Service Team
Excellent Customer Service and Prompt Resolution
I had an issue with parking tickets that were wrongly issued, and I must say, the team at Pembroke Property Management provided outstanding customer service. From the moment I reached out, they were professional, understanding, and efficient. A special thanks to Gabriella and Molly and the rest of the team for their prompt action in canceling the tickets and alleviating the stress it caused.
The whole process was handled with care and attention to detail, and I truly appreciate the excellent service. If you're looking for a company that takes customer service seriously, I highly recommend them.
Thank you for making a stressful situation much easier to handle!
22 August 2024
Reply from Pembroke Property Management
Good day,
Thank you so much for your thoughtful feedback!
We are thrilled to hear that your experience with Pembroke Property Management was so positive. We understand how frustrating parking issues can be, and we’re glad our team could alleviate your stress quickly and efficiently.
Gabriella, Molly, and the entire team will be especially pleased to know that their efforts were appreciated. We strive to handle every situation with the care and attention to detail that you experienced, and it’s wonderful to know that we succeeded in making a stressful situation easier for you.
Your recommendation means a great deal to us. Thank you again for your kind words.
Kind regards,
Customer Service Team
No lift at pembroke property for 6 months.
My partner and i have lived at a property under Pembroke’s “management” for a year and a half now. For six to eight months of that time the main lift servicing all of the floors on our side of the building. Many residents have complained to Pembroke, to no avail, they’ve ignored complaints and left everyone in the dark.
19 August 2024
Unprompted review
Reply from Pembroke Property Management
Good day,
Prior to our management of the building, the lift underwent poor refurbishment a number of years ago using non-manufacturer parts. These parts are now obsolete which has caused significant challenges in obtaining replacement parts, which sometimes must be sourced from Spain which is where the lift was originally manufactured.
Since the lift initially broke down, the lift maintenance company has worked tirelessly to return the lift safely to service and has spent a considerable amount of time on site.
Various parts have been custom-made and installed to get the lift back into service. However, there is an intermittent fault on the lift which returned again during the LOLER inspection carried out on the morning of the 29th of July and the lift was put out of service.
Until such time as the intermittent fault can be fixed or the lift replaced, the lift will remain out of service.
Contractors have been on site weekly and have been actively engaged in troubleshooting to restore the lift to full functionality. The lift maintenance company will return to site again on the 31st of July to troubleshoot further and to carry out more adjustments to try and eradicate the intermittent fault.
Alongside this a Section 20 consultation process was started some time ago and the Notice of Intention has been sent to all leaseholders. We have engaged the services of a specialist lift consultancy who is currently tendering for a full lift replacement.
Please be assured that this matter is receiving our full attention. We fully appreciate that the lift being out of service is causing distress as well as physical hardship. We sincerely appreciate the challenges residents are facing and we are focused on returning the lift to full service again as soon as possible, however, the lift can no longer remain in service until such time as it is considered safe for passenger use by the technical experts.
Regular updates are posted to the client portal. If you are a tenant in this building, kindly request these updates from your landlord.
Kind regards,
Customer Service Team
The lift in city point
The lift in city point , 1 Solly street in Sheffield has been out of service for the last four months with the company giving excuses for their failure to deal with the situation, the building of more than 12 stories has only onr lift with over a hundred apartments, residents are suffering daily using stairs to get to their apartments
17 August 2024
Unprompted review
Reply from Pembroke Property Management
Good day,
Prior to our management of the building, the lift underwent poor refurbishment a number of years ago using non-manufacturer parts. These parts are now obsolete which has caused significant challenges in obtaining replacement parts, which sometimes must be sourced from Spain which is where the lift was originally manufactured.
Since the lift initially broke down, the lift maintenance company has worked tirelessly to return the lift safely to service and has spent a considerable amount of time on site.
Various parts have been custom-made and installed to get the lift back into service. However, there is an intermittent fault on the lift which returned again during the LOLER inspection carried out on the morning of the 29th of July and the lift was put out of service.
Until such time as the intermittent fault can be fixed or the lift replaced, the lift will remain out of service.
Contractors have been on site weekly and have been actively engaged in troubleshooting to restore the lift to full functionality. The lift maintenance company will return to site again on the 31st of July to troubleshoot further and to carry out more adjustments to try and eradicate the intermittent fault.
Alongside this a Section 20 consultation process was started some time ago and the Notice of Intention has been sent to all leaseholders. We have engaged the services of a specialist lift consultancy who is currently tendering for a full lift replacement.
Please be assured that this matter is receiving our full attention. We fully appreciate that the lift being out of service is causing distress as well as physical hardship. We sincerely appreciate the challenges residents are facing and we are focused on returning the lift to full service again as soon as possible, however, the lift can no longer remain in service until such time as it is considered safe for passenger use by the technical experts.
Regular updates are posted to the client portal. If you are a tenant in this building, kindly request these updates from your landlord.
Kind regards,
Customer Service Team
Bitter experience
There was no transparency with the service charge and building insurance.
Management company billed the landlord and their appointed agent billed the tenant for heating, doubled billed. No clear answers regarding the double billing queries.
9 August 2024
Reply from Pembroke Property Management
Good day,
We sincerely apologize for the confusion and frustration you’ve experienced regarding the service charge, building insurance, and the billing process. Transparency is very important to us, and it's concerning to hear that this has not been your experience.
So that we can look into your query further, please email our offices at support@pembrokepm.co.uk and we will ask the Management Team of the development to review this further for you.
Kind regards,
Customer Service Team
Whenever I have a query I always…
Whenever I have a query I always receive a prompt reply. Additionally I find their online portal extremely useful for accessing relevant information and communications.
7 August 2024
Reply from Pembroke Property Management
Good day,
Thank you so much for your kind words!
We're thrilled to hear that you've had a positive experience with our customer service team and that our online portal has been a valuable resource for you.
We strive to provide prompt and helpful responses to all our customers, and it’s great to know we’re meeting your expectations. If you ever have any further questions or need assistance, please don’t hesitate to reach out.
We’re here to help!
Kind regards,
Customer Service Team
The tale of a non functioning lift!!!
The lift in our 12-storeyed residential apartment has been out of order for more than 100 days! Who needs convenience and accessibility anyway? It's not like people are paying a hefty maintenance fee every month for basic amenities. The property management company has been super responsive, though - by responsive, I mean they've been sending us replies saying "we're working on the extremely complex mechanical system" ever made and "the never ending inspection" updates. Wow, so thoughtful!
I especially love how they've been blaming it on "technical issues" and "supply chain delays" for months on end. It's not like they're just making excuses to cover up their incompetence. And while asking for a timeline for the repair, they give the vague "asap" or "we're working on it" or "the matter is receiving our full and urgent attention". Asap? Like, in the next century?
Meanwhile, the tenants are having a blast climbing 12 flights of stairs every day. The elderly are especially enjoying the extra exercise. Who needs equal access, right? And let's not forget the added bonus of lugging groceries and heavy bags up the stairs. It's like a free workout!
Their customer service skills are top-notch, though. They always reply with a standard copy paste technical details alongside "sorry for the inconvenience" and "we're doing our best". Doing their best? Really? It looks like their best is subpar, at best.
I'm starting to think they're secretly trying to win an award for "Worst Property Management Company Ever". If that's the case, they're definitely on the right track! Keep up the "good" work, guys!.
1 August 2024
Unprompted review
Reply from Pembroke Property Management
Good day,
Prior to our management of the building, the lift underwent poor refurbishment a number of years ago using non-manufacturer parts. These parts are now obsolete which has caused significant challenges in obtaining replacement parts, which sometimes must be sourced from Spain which is where the lift was originally manufactured.
Since the lift initially broke down, the lift maintenance company has worked tirelessly to return the lift safely to service and has spent a considerable amount of time on site.
Various parts have been custom-made and installed to get the lift back into service. However, there is an intermittent fault on the lift which returned again during the LOLER inspection carried out on the morning of the 29th of July and the lift was put out of service.
Until such time as the intermittent fault can be fixed or the lift replaced, the lift will remain out of service.
Contractors have been on site weekly and have been actively engaged in troubleshooting to restore the lift to full functionality. The lift maintenance company will return to site again on the 31st of July to troubleshoot further and to carry out more adjustments to try and eradicate the intermittent fault.
Alongside this a Section 20 consultation process was started some time ago and the Notice of Intention has been sent to all leaseholders. We have engaged the services of a specialist lift consultancy who is currently tendering for a full lift replacement.
Please be assured that this matter is receiving our full attention. We fully appreciate that the lift being out of service is causing distress as well as physical hardship. We sincerely appreciate the challenges residents are facing and we are focused on returning the lift to full service again as soon as possible, however, the lift can no longer remain in service until such time as it is considered safe for passenger use by the technical experts.
Regular updates are posted to the client portal. If you are a tenant in this building, kindly request these updates from your landlord.
Kind regards,
Customer Service Team
Terrible company
Terrible company, left city point Sheffield with no lift for 3 months (still ongoing) leaving residents to have to walk up 12 flights of stairs daily.
1 August 2024
Unprompted review
Reply from Pembroke Property Management
Good day,
Prior to our management of the building, the lift underwent poor refurbishment a number of years ago using non-manufacturer parts. These parts are now obsolete which has caused significant challenges in obtaining replacement parts, which sometimes must be sourced from Spain which is where the lift was originally manufactured.
Since the lift initially broke down, the lift maintenance company has worked tirelessly to return the lift safely to service and has spent a considerable amount of time on site.
Various parts have been custom-made and installed to get the lift back into service. However, there is an intermittent fault on the lift which returned again during the LOLER inspection carried out on the morning of the 29th of July and the lift was put out of service.
Until such time as the intermittent fault can be fixed or the lift replaced, the lift will remain out of service.
Contractors have been on site weekly and have been actively engaged in troubleshooting to restore the lift to full functionality. The lift maintenance company will return to site again on the 31st of July to troubleshoot further and to carry out more adjustments to try and eradicate the intermittent fault.
Alongside this a Section 20 consultation process was started some time ago and the Notice of Intention has been sent to all leaseholders. We have engaged the services of a specialist lift consultancy who is currently tendering for a full lift replacement.
Please be assured that this matter is receiving our full attention. We fully appreciate that the lift being out of service is causing distress as well as physical hardship. We sincerely appreciate the challenges residents are facing and we are focused on returning the lift to full service again as soon as possible, however, the lift can no longer remain in service until such time as it is considered safe for passenger use by the technical experts.
Regular updates are posted to the client portal. If you are a tenant in this building, kindly request these updates from your landlord.
Kind regards,
Customer Service Team
Cupboard key issue
Hi
Amina solved my issue very quickly and was a pleasure to deal with
1 August 2024
Reply from Pembroke Property Management
Good day,
Thank you so much for leaving this service review.
We are so pleased to hear that Amina was able to resolve your query quickly and efficiently.
If we can be of any further assistance, please do not hesitate to contact us.
Kind regards,
Customer Service Team
A good Property Management Company!
Unfortunately I have had a lot of experience with bad property management companies that just collect money, produce a set of accounts and do very little in the way of management. I have to say that Pembroke are very different. They show a genuine interest in the property and the residents. They are quick to respond to enquiries and follow up in a very professional way. They are not the cheapest out there but so far I would say that we are getting good value for money. A particular thank you to Amina.
23 July 2024
Reply from Pembroke Property Management
Good day,
Thank you so much for taking the time to share your service experience.
We are so happy that Amina was able to assist and will convey your thanks to her.
If any further assistance is needed, please do not hesitate to reach out to us.
Kind regards,
Customer Service Team
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