To date Pembroke PM have provided a decent service, certainly an improvement on their predecessors. BUT despite repeated requests they refuse to provide a dial in facility for those unable to attend... See more
Company replied
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Review summary
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What people talk about most
Based on these reviews
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 ha... See more
Company replied
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 the... See more
Company replied
The response to my query was dealt with almost immediately by Amelia
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
618 reviews
Replied to 100% of negative reviews
Typically replies within 1 month
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Consistently impressed with the…
Consistently impressed with the Pembroke Property Management team at Tea Trade Wharf. They are responsive, diligent and proactive. Their communications are clear. The building and its residents are in very safe hands!
29 January 2026
Reply from Pembroke Property Management
Good day,
Thank you very much for your wonderful feedback. We are delighted to hear that you have been consistently impressed with the Pembroke Property Management team for Tea Trade Wharf.
Your comments about our responsiveness, diligence, and proactive approach are greatly appreciated. We also value your recognition of our clear communication, as we strive to keep all residents well-informed and supported at all times.
It is especially rewarding to know that you feel the building and its residents are in safe hands—this is exactly what we aim to achieve every day.
Thank you once again for taking the time to share your experience. Should you ever need any assistance, please do not hesitate to get in touch.
Kind regards,
Customer Service Team
Gabriella was very helpful as I hadn’t…
Gabriella was very helpful as I hadn’t dealt with a property management company before, she answered all my questions and explained how everything worked and what I was paying for, she also directed me to the portal so I can keep updated on what is happening with our building.
12 March 2026
Reply from Pembroke Property Management
Thank you for your feedback. We’re delighted to hear that Gabriella was able to assist you and provide clear guidance, especially as this was your first experience dealing with a property management company.
It’s great to know she took the time to answer your questions, explain how everything works, and help you understand the services being provided. We’re also pleased she was able to guide you to the resident portal so you can stay informed about what’s happening within the building.
We’ll be sure to pass on your kind comments to Gabriella. Thank you for taking the time to share your experience with us.
If we can be of any further assistance, please let us know.
Kind regards,
Customer Service Team
Amelia was very helpful
Amelia was very helpful. I had an accounts issue which she helped resolve immediately.
11 March 2026
Reply from Pembroke Property Management
Thank you for your feedback. We’re pleased to hear that Amelia was able to assist you with your accounts issue and resolve it promptly. We’ll be sure to pass on your kind comments to her.
We appreciate you taking the time to share your experience with us.
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
Thank you for your kind feedback! We’re so pleased to hear Molly was helpful in assisting you. We’ll be sure to pass along your comments to her.
We appreciate you taking the time to share your experience and are always here if you need us again.
Kind Regards,
Customer Service Team
Good communication but issue not…
Good communication but issue not resolved yet. Hopefully the resolution won’t be long
2 February 2026
Reply from Pembroke Property Management
Good day,
Thank you for your feedback. We’re glad to hear that our communication has been clear. We apologise that your issue has not yet been fully resolved and appreciate your patience. Please rest assured that we are actively working on it and aim to have a resolution as soon as possible.
Kind regards,
Customer Service Team
Dealt with very helpfully and quickly…
Dealt with very helpfully and quickly Very much appreciated
3 February 2026
Reply from Pembroke Property Management
Good day,
Thank you for your feedback. We’re pleased to hear that your query was dealt with helpfully and promptly. Your appreciation is highly valued.
Kind regards,
Customer Service Team
Great Customer Service
I would like to express my appreciation for the excellent customer service I received by Amelia. From the very beginning, the support was prompt, friendly, and highly efficient. Every interaction was handled with professionalism, patience, and genuine care.
It’s rare to come across a team so dedicated to ensuring a positive experience, and I am truly grateful for the time and effort taken to assist me. Thank you for going above and beyond Amelia, and responding promptly to an issue raised within our Block. —your outstanding service has made a real difference.
30 January 2026
Reply from Pembroke Property Management
Good day,
Thank you very much for taking the time to share such thoughtful feedback. We’re delighted to hear about your positive experience with Amelia and the excellent level of service she provided.
Your comments about her promptness, professionalism, patience, and genuine care truly reflect the standards we strive to uphold. It means a great deal to know that her efforts made a real difference in resolving the issue within your block.
We’ll be sure to pass on your kind words to Amelia and the wider team. Feedback like this is incredibly motivating, and we sincerely appreciate you acknowledging the dedication behind our work.
Thank you again for your support and appreciation.
Kind regards,
Customer Service Team
My first contact to set up standing order
I spoke with Amelia after receiving a very prompt resonse to my initial email - Amelia was courteous, helpful and answered my query succinctly.
29 January 2026
Reply from Pembroke Property Management
Good day,
Thank you for your feedback. We’re pleased to hear that you received a very prompt response and that Amelia was courteous, helpful, and able to answer your query clearly and efficiently. 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
Great service
26 January 2026
Reply from Pembroke Property Management
Good day,
Thank you for your feedback—we’re pleased to hear you received great service. We really appreciate you taking the time to let us know.
If we can be of any further assistance, please do not hesitate to let us know.
Kind regards,
Customer Service Team
I'm impressed with the property…
I'm impressed with the property management services provided. The team excels in organization, communication, and collaboration. Kim swiftly addresses any queries related to the project and ensures all parties are updated. Kim’s knowledge and organization are commendable.
21 January 2026
Unprompted review
Reply from Pembroke Property Management
Good day,
Thank you for your kind feedback. We’re delighted to hear that you’re impressed with our property management services and that our team’s organisation, communication, and collaborative approach have met your expectations.
It’s especially great to know that Kim’s responsiveness, knowledge, and organisation have stood out. We’ll be sure to share your comments with her and the wider team. Your feedback is greatly appreciated and encourages us to continue delivering a high standard of service.
Kind regards,
Customer Service Team
Amelia has been very helpful in solving…
Amelia has been very helpful in solving my query and quick to respond.
14 January 2026
Reply from Pembroke Property Management
Good day,
Thank you for leaving a review and rating the level of service received.
We are thrilled to hear that Amelia has satisfactorily resolved your query.
We will be sure and let her know.
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 for taking the time to leave a review. This is sincerely appreciated.
We are so happy to hear that the service received has been prompt and polite.
If we can be of any further assistance, please do not hesitate to contact us.
Kind regards,
Customer Service Team
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
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