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
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Replied to 100% of negative reviews
Typically replies within 1 month
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Absolute disaster
Absolute disaster
Lift was out of order for around 4 month and still hasn’t been fixed. For that amount of time this could be replaced completely. As a resident you can’t do nothing about it and don’t receive any other alternatives, you just got to suffer.
29 July 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
Inadequate
I live in a building they manage, and am not impressed. They’ve been aware of multiple broken fire doors for well over a year and have taken no action to repair or replace them. We have had a broken lift for going on four months which is causing serious access problems for residents. They took weeks to fix a serious leak causing flooding in the bin store. The intercom has been faulty for years, not working for some apartments at all while being intermittent for others - the previous management were looking to replace it, but Pembroke don’t seem to care. If you’re considering using their services, I’d suggest looking elsewhere.
29 July 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
My Experience Living at City Point, a 12 Story Block Managed by Pembroke
Our building (City Point, Sheffield) has 12 floors, but the entrance is at floor -2, meaning residents must walk up to 14 flights of stairs. Although there is a second lift, it is at the back of the building, accessible only from level 1, and serves only up to level 4. The main lift has been out of order for upwards of 4 months, with no progress, only delays and hostility from Pembroke. To make matters worse, the emergency buttons in the lifts don't work. There is a piece of paper taped to a wall with a phone number to call in an emergency, but there is no phone service in the lifts. Whenever people have gotten stuck, they have been unable to notify anyone. The last time the lift broke down, emergency services were called to deal with the situation and forcefully shut down the lift as they deemed it completely unsafe. Pembroke should never have allowed it to be used in the condition it was in.
Additionally, the intercom hasn't worked for the majority of residents the entire time I’ve lived here, which is over 3 years, due to long-term water damage and rusting of the control boxes that handle the signals. We had to tape over the speakers on our intercom unit in our flat because it would constantly emit very loud high-pitched noises.
There are significant security issues in the building. The mail room is very small, with only enough space for a small letterbox for each flat, meaning parcels and boxes are left out in the open. The front door is completely glass and leads directly into the mailroom. The entrance is in a raised covered area away from street view, making it easy for people to get in and steal parcels. We've had dozens of instances of missing parcels that have been taken down to level -3, opened, and left with packaging strewn all over the floor.
Maintenance and safety issues are also rampant. Pembroke allowed a massive leak to flood our waste room for approximately 2 months, resulting in mushrooms growing from the black mold-covered walls. Multiple fire doors have been deemed unsafe by inspectors for about a year, with broken glass, broken hinges, and broken handles throughout the building. Due to faults in the drainage system on the roof, multiple apartments, including mine, have leaks causing mold to grow on the ceilings and walls. This has also ruined the decking on our balcony, causing the wood to rot and grow moss. Pembroke has known about the roof issue for our flat specifically for about a year with no progress or communication on whether it'll be fixed. When they do resolve issues, it takes an unreasonable amount of time, such as in the case of the waste room.
The impact on residents is severe. Many have shared stories of people with breathing problems unable to get back to their flats due to the broken lift, elderly people stuck in their flats, parents with small children unable to take prams out, and disabled individuals confined to their homes.
Overall, Pembroke has been incompetent and negligent, causing significant distress and safety concerns for all residents. Despite being made aware of these issues, Pembroke almost never resolves them in a timely manner, if at all.
29 July 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
Lift broken for 4 months
The lift in our building that Pembroke manage has been out of use for 4 months this year (2024). It was out of use for two months last year also (2023). People who live in this building are suffering with a major accessibility issue and they are doing nothing about it. They responded saying they are getting a new lift installed and yet they keep just replacing parts in hope that it will fix it but it never does resulting in people getting trapped in the lift including myself which I have PTSD from. They have failed to service the lift and as a result have left people unable to use the lift in a building with 12 floors where there are pregnant, disabled, elderly, very young children in. People cannot leave their flats. People cannot also get any appliances replaced resulting in people not having functioning fridges/ovens etc.
29 July 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
We have been left without a lift since…
We have been left without a lift since April and they will not fix it. We live in a 9th floor building, we have been having to walk up and down these stairs without any care factor from Pembrook management in providing reasonable solutions. It's having a huge impact on the mental health of all of us in the building and our ability to the basics.
29 July 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
Poor management
18 July 2024
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.
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 Services Team
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.
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 Services Team
Reply from Pembroke Property Management
Good day,
Thank you so much for taking the time to leave a review.
We are so very please to note that the information you received from our team was helpful.
If you need any further assistance, please do not hesitate to contact our offices.
Kind regards,
Customer Service Team.
Incompetent managment and maintenance
They don't answer calls or fix problem.
Worst property management I ever came across.
They cannot fix a lift in less than a month. They keep hiring incompetent engineers to "attempt" to fix the lift unsuccessfully. The lift was out of service for 2 month last year, it has been down for 3 month this year and counting.
19 July 2024
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.
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 Services Team
One of the worst management companies…
One of the worst management companies ever. All they give is promises, and nothing ever happens.
18 July 2024
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.
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 Services Team
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.
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 Services Team
Amina Bevaqua
Amina Bevaqua gas been my point of contact and has been extraordinary. always efficient, answers questions and most of all has almost instant response.
The company are lucky to have her
17 July 2024
Reply from Pembroke Property Management
Good day,
Thank you so much for taking the time to leave this positive review.
We are thrilled to hear that Amina has been efficient and attended to your queries to your satisfaction.
If we can be of any further assistance, please let us know.
Kind regards,
Customer Service Team
Excellent customer service
A big thank you to Kasia for her help with an issue. Resolved smoothly and efficiently with grace and politeness. Great service!
17 July 2024
Reply from Pembroke Property Management
Good day,
Thank you so much for taking the time to rate the level of service received and leave a review.
We are so pleased to hear that Kasia was able to resolve your query efficiently. She is a valuable member of the team and we will be sure to let her know of your review.
If we can be of any further assistance, please do not hesitate to contact us.
Kind regards,
Customer Service Team
Reply from Pembroke Property Management
Good day,
Thank you so much for taking the time to leave this positive review. Your feedback is important to us.
If we can be of any further assistance, please let us know.
Kind regards,
Customer Service Team
Sofari sogoodi!
I have had bad experience of property management companies in the past, who rarely seem to show much interest, nevermind actually doing anything. However, Pembroke seem to be bucking that trend. So far they have always been very helpful and responsive to issues raised. Please keep up the good work!
15 July 2024
Reply from Pembroke Property Management
Good day,
Thank you so much for this positive review of the service provided by our team.
We are so happy to hear that you are satisfied with the service received.
If we can be of any further assistance, please let us know.
Kind regards,
Customer Service Team
Andreea was very helpful
Andreea was very helpful, professional and polite answering my questions and checking to make sure I had the relevant information.
12 July 2024
Reply from Pembroke Property Management
Good day,
Thank you for taking the time to leave a review, your feedback is important to us.
We are so very pleased to hear that Andreea was helpful, professional and polite when assisting you with your queries.
If any further assistance is needed, please do not hesitate to contact us.
Kind regads,
Customer Service Team
Lift stopped working in our building at…
Lift stopped working in our building at the end of March. It is now 11 July and it is STILL not working. This is a twelve floor building of apartments. What if residents are disabled? What if there is a medical emergency? The people running this company are criminals.
11 July 2024
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.
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 Services Team
I had an odd request
I had an odd request. The tree outside my house had grown in the last few months sufficiently to block my sky TV reception to the extent that the TV was unwatchable. I asked if they could prune the tree, and I was not confident of a positive result. To my delight they responded immediately requesting more information, which I supplied. Without any fuss, they arrange for the tree to be crowned. It was a first-class service, and Jennifer Marsicano was very professional throughout. These are people who care about our living space.
11 July 2024
Reply from Pembroke Property Management
Good day,
Thank you so much for sharing this feedback with us.
We are thrilled to hear that Jen was able to address and resolve your query promptly and efficiently.
If we can be of any further assistance, please do not hesitate to reach out to us.
Kind regards,
Customer Service Team
Always helpful and quick to respond to…
Always helpful and quick to respond to any issue. Thank you
10 July 2024
Reply from Pembroke Property Management
Good day,
Thank you so much for taking the time to leave a review.
We are so pleased to hear that our team has been consistently helpful and that your query has a swift resolution.
If you need any further assistance, please do not hesitate to reach out to us.
Kind regards,
Customer Service Team
Development site management
Difficulties with a developer on this site who did not understand necessity for our industrial size bins to be emptied each week was successfully, promptly and professionally resolved by our Manager, Amina Bevacqua to whom I am extremely grateful.
27 June 2024
Reply from Pembroke Property Management
Good day,
Thank you for taking the time to leave a review.
We are so very happy to hear that Amina was able to assist and resolve your query to your satisfaction.
If we can be of any further assistance, please do not hesitate to let us know.
Kind regards,
Customer Service Team
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