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
Company replied
Company details
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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Refuse to provide dial in facility for AGM
Despite stating accepting dial in as a standard option Pembroke continue to refuse to offer it due to the “directors decision”. This totally contradicts their previous statement it was something they were investigating. So either very poor internal communication or just untrue. Either way very weak for a professional property management company.
A very feeble non response!
9 January 2026
Unprompted review
Reply from Pembroke Property Management
Good day,
Thank you for taking the time to leave a review.
Kind regards,
Customer Service Team.
Amelia was very helpful with me setting…
Amelia was very helpful with me setting up the standing order for the management fees.
9 January 2026
Reply from Pembroke Property Management
Good day,
Thank you for your feedback. We’re pleased to hear that Amelia was able to assist you effectively with setting up the standing order for your management fees. We’ll be sure to pass on your kind comments to her.
We appreciate you taking the time to share your experience with us.
Kind regards,
Customer Service Team
Tree removal request
I sent an email requesting tree removal as my car was being covered in sap and requiring regular car washes and within a month a tree surgeon was organised to remove it.
The only thing that would have made it better was an email response to see my original email had been seen as I had to follow it up as I didn’t think anything had been actioned for a few weeks.
20 November 2025
Reply from Pembroke Property Management
Good day,
Thank you for sharing your feedback with us. We’re glad to hear that the tree was removed promptly and that the issue with sap on your car was resolved efficiently.
We also appreciate your note regarding communication. You’re right—acknowledging receipt of emails is important, and we apologise that you didn’t receive a confirmation initially. We will take this on board to ensure future requests are acknowledged promptly so that you have reassurance your message has been received and is being actioned.
Thank you again for bringing this to our attention, and for your patience while the matter was resolved.
Kind regards,
Customer Service Team
EWS remediation project
My overall view of your property management services is very positive. The team demonstrates strong organisation, clear communication, and a collaborative approach. Kim provides swift responses to questions raised with the project and keeps all stakeholders well informed. Kim has a good knowledge and is well organised.
6 November 2025
Reply from Pembroke Property Management
Good day,
Thank you so much for taking the time to share your feedback. We’re thrilled to hear that you have a positive experience with our property management services. It’s wonderful to know that Kim’s responsiveness, knowledge, and organisation have made a difference and that our team’s communication and collaborative approach are meeting your expectations.
We truly appreciate your kind words and will make sure Kim and the team are recognised for their efforts. Your feedback motivates us to continue providing the best possible service.
Kind regards,
Customer Service Team
Bad value for money
Not exactly what they do for the management fees we pay them. Today it only took an hour and numerous calls before they actually answered the phone. And when I dared ask a question about something the property manager was almost defensive about what they do and don’t do - I was simply asking for clarification. I almost felt like I had to apologise and beg for forgiveness for my call. Left a bad impression about having to deal with him in the future.
30 October 2025
Unprompted review
Reply from Pembroke Property Management
Good day,
Thank you for sharing your feedback with us. We are very sorry to hear about your recent experience—this is not the level of service we aim to provide. You should never have to make multiple calls just to reach someone, and you should always feel comfortable asking questions without feeling dismissed.
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 concerns as quickly as possible.
Kind regards,
Customer Service Team
Amelia has gone above and beyond - fantastic service!!
Amelia has gone above and beyond, once again, delivering fantastic customer service. Her professional and friendly approach is assuring and it’s great to have someone like her on the team at Pembroke Management. Knowing she is there to deal with a query or pressing issue is beyond reassuring as a resident. Your efforts do not go unnoticed, thank you so much again.
27 October 2025
Unprompted review
Reply from Pembroke Property Management
Good day,
Thank you so much for taking the time to share your kind feedback about Amelia. We’re delighted to hear that she has once again provided such professional, friendly, and reassuring support. Amelia is a valued member of our team, and it’s wonderful to know her efforts are making such a positive impact for residents.
We’ll be sure to pass along your message to her — it will mean a great deal. Thank you again for recognising her hard work.
If we can be of any further assistance in the future, please do not hesitate to reach out to us.
Kind regards,
Customer Service Team
Very courteous.
10 October 2025
Reply from Pembroke Property Management
Good day,
Thank you for taking the time to share your experience. We’re pleased to hear that our staff treated you with courtesy — we always strive to provide professional and considerate service.
Kind regards,
Customer Service Team
I was dealing with Miss Amelia…
I was dealing with Miss Amelia Cheeseman with my case, she was ao helpful and professional.
Thank you for great service and support!
18 September 2025
Reply from Pembroke Property Management
Good day,
Thank you so much for your kind feedback! We’re delighted to hear that Amelia provided you with such helpful and professional support. Your appreciation means a lot to us, and we’ll be sure to share your kind words with her. We’re always here if you need any further assistance.
Kind regards,
Customer Service Team
Super impressed with Amelia @ Pembroke Property Management! 5/5!!
Amelia from Pembroke property management was amazing! She dealt with my query quickly and efficiently. I wrote an email whilst abroad and had a response in less than 5 minutes. I am super impressed!! Thank you Amelia for your efficiency and friendly service! - resident at Eldridge House, Feltham!
15 September 2025
Reply from Pembroke Property Management
Good day,
Thank you so much for your kind feedback!
We’re delighted to hear that Amelia was able to assist you so quickly and efficiently, even while you were abroad.
Providing friendly and responsive service is something we take great pride in, and it’s wonderful to know that Amelia made such a positive impression.
We’ll be sure to share your lovely comments with her.
Kind regards,
Customer Service Team
How on earth they have so many good…
How on earth they have so many good reviews I will never ever know. I live in a block of 41 flats and not one single person has ever been happy with them in the three years they have been here . They are incredibly expensive in comparison to other local managers, they are useless at getting anything done. They can’t manage payments and how much you should be paying, they are rude they are completely incompetent with keeping correct information on who lives where and who owns what . I honestly would avoid them at all costs I have not a single positive thing to say and don’t know anyone who has I am shocked at their reviews
4 August 2025
Unprompted review
Reply from Pembroke Property Management
Good day,
We’re genuinely sorry to learn that you feel the service provided has fallen short of our usual high standards.
To assist you better, could you please send more details to our team at support@pembrokepm.co.uk? We want to fully understand your experience and work promptly to resolve your concerns.
Kind regards,
Customer Service Team
𝓐𝓶𝓮𝓵𝓲𝓪 𝓲𝓼 𝓼𝓸 𝓱𝓮𝓵𝓹𝓯𝓾𝓵 𝔀𝓱𝓮𝓷 𝓘 𝓶𝓪𝓴𝓮…
𝓐𝓶𝓮𝓵𝓲𝓪 𝓲𝓼 𝓼𝓸 𝓱𝓮𝓵𝓹𝓯𝓾𝓵 𝔀𝓱𝓮𝓷 𝓘 𝓶𝓪𝓴𝓮 𝓬𝓸𝓷𝓽𝓪𝓬𝓽 𝓪𝓷𝓭 𝓲𝓼𝓼𝓾𝓮𝓼 𝓪𝓻𝓮 𝓪𝓭𝓭𝓻𝓮𝓼𝓼𝓮𝓭 𝓼𝔀𝓲𝓯𝓽𝓵𝔂!
1 August 2025
Reply from Pembroke Property Management
Good day,
Thank you so much for your lovely feedback! We’re thrilled to hear that Amelia has been so helpful and that your issues have been addressed swiftly. I’ll be sure to share your kind words with her — she’ll really appreciate it.
Please don’t hesitate to reach out if you need any further assistance.
Kind regards,
Customer Service Team
Reply from Pembroke Property Management
Good day,
Thank you for your feedback. We’re glad to hear your email was responded to quickly and the issue was resolved for you. We appreciate you taking the time to let us know.
Kind regards,
Customer Service Team
Swift and very helpful replies to
Swift and very helpful replies to
my queries from Amelia
17 July 2025
Reply from Pembroke Property Management
Good day,
Thank you for your kind feedback. We’re so pleased to hear Amelia was able to respond swiftly and helpfully to your queries. I’ll be sure to pass your comments on to her – they’ll mean a lot.
We’re always happy to assist, so please don’t hesitate to get in touch if you need anything in the future.
Kind regards,
Customer Service Team
Reply from Pembroke Property Management
Good day,
Thank you for your feedback. We’re pleased to hear the street lighting issue was resolved quickly for you. I’ll be sure to share your comments with the team.
Kind regards,
Customer Service Team
Reply from Pembroke Property Management
Good day,
Thank you for your feedback. We’re delighted to hear you’re happy with the service, and we appreciate you taking the time to let us know.
Kind regards,
Customer Service Team
Reply from Pembroke Property Management
Good day,
Thank you for your kind words. We’re glad to hear we’ve been able to help with your concerns, and we truly appreciate you taking the time to share your feedback.
We’re always here if you need any further assistance.
Kind regards,
Customer Service Team
Rapid response to a water leak which we…
Rapid response to a water leak which we hadn’t exspected Well done receptionist and maintenance assistant
8 July 2025
Reply from Pembroke Property Management
Good day,
Thank you for your feedback. We’re so pleased to hear our receptionist and maintenance assistant were able to respond quickly to the water leak and get things sorted unexpectedly fast. I’ll make sure your kind words are shared with them – it will mean a lot.
We appreciate you taking the time to let us know and are always here should you need any further assistance.
Kind regards,
Customer Service Team
Hi Treoday my request for dead fox that…
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 trimmed more frequently and lower the fox would hopefully not find it alluring. They are often too close to the windows and climbing up them making it impossible to clean them.
Thankyou.
Carol
1 July 2025
Reply from Pembroke Property Management
Dear Carol,
Thank you for your feedback. I’m glad to hear Jen was able to assist you promptly and arrange for the fox to be removed. I’ll be sure to share your kind words with her.
We also appreciate your suggestion regarding the bushes. I’ve passed your comments to our grounds maintenance team so they can review the trimming schedule and height to help prevent future issues.
Thank you again for taking the time to let us know, and please don’t hesitate to get in touch if there’s anything else we can help with.
Kind regards,
Customer Service Team
Very Helpful Customer Services Dept
Molly Terry in Customer Services was helpful and prompt.
27 June 2025
Reply from Pembroke Property Management
Good day,
Thank you for your kind feedback! We’re so pleased to hear Molly was helpful and prompt in assisting you. I’ll be sure to pass along your comments to her – she’ll be delighted.
We appreciate you taking the time to share your experience and are always here if you need us again.
Kind Regards,
Customer Service Team
Excellent service from Jen
Excellent service from Jen!
Jen went above and beyond to resolve the issue with the communal areas in our building. She was responsive, professional, and ensured the problem was addressed promptly. Great customer service – I'm impressed! Thank you 😊
26 June 2025
Reply from Pembroke Property Management
Good day,
Thank you for your lovely feedback! We’re so pleased to hear that Jen was able to go above and beyond to resolve the issue in your building. Your comments about her responsiveness and professionalism mean a lot, and we’ll make sure she sees your kind words.
We’re delighted you’re happy with the service, and we’re always here should you need anything in the future.
Kind regards,
Customer Service Team
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