I had an incorrectly issued parking fine, after it was confirmed that confirmed that I was on the system, the matter was taken over and I subsequently received confirmation that the ticket was cancell... See more
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See what reviewers are saying
Very quick response and issue resolution. I had some parking issues and when I emailed them they resolved it very quickly. Great communication.
Company replied
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
There is about a 2% chance that the positive reviews on this company are real. Probably less than that. Horrendous customer service. Enormous wait times for a response. Service charges j... See more
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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
629 reviews
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Replied to 100% of negative reviews
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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.
April 29, 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.
April 25, 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.
April 24, 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!
April 15, 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
The communication and response is out…
The communication and response is out of this world thank you for help i really appreciate keep on doing good work
April 14, 2025
Reply from Pembroke Property Management
Good day,
Thank you very much for your generous feedback. We are delighted to hear that our communication and assistance met your expectations.
Your appreciation is truly valued and serves as great encouragement for our team.
We remain committed to delivering excellent service and are always here should you require any further support.
Kind regards,
Customer Service Team
I contacted Pembroke with a query
I contacted Pembroke with a query. The people I spoke to in the office were friendly and helpful.
April 10, 2025
Reply from Pembroke Property Management
Good day,
Thank you so much for taking the time to leave a review. We are very pleased that your query was attended to promptly by our friendly and helpful team.
If we can be of any further assistance, please do not hesitate to contact us.
Kind regards,
Customer Service Team
Unable to sell my flat due to Pembroke…
Unable to sell my flat due to Pembroke using Tri-Fire Ltd for my buildings EWS1 form - which are now no longer valid thanks to Adam Kiziak and his company.
I have had my property on the market for over a year and have finally accepted an offer only for it all to fall through thanks to Pembroke's negligence.
When pushing for responses on when they will get a new EWS1 form I am only ever given a generic email address which come back with the worst and most un-professional responses. When asking for timescales of when they will rectify this I have been met with "sometime this year" "unable to provide an update".
I call up and can only ever speak to one individual who I must say is a credit to their team and polite to deal with.
Would they be this willing, forgiving and slow if I failed to pay my sky high service and management charges - I very much doubt so.
AVOID AT ALL COSTS.
March 21, 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.
We are currently arranging for the new survey and EWS1 form to be issued. Once this is available, it will be shared with leaseholders.
Kind regards,
Customer Service Team
Pembroke: professional, friendly & responsive
Pembroke and CEM have a professional, friendly and responsive relationship on the property we have worked together on for the last few years and look forward to continuing this relationship in the coming years.
March 13, 2025
Stay as far away from this company as possible.
Pembroke, is probably the worst company I have dealt with in over 40 years. These guys are crooks that charge extortionate service charges and provide the most atrocious service I have ever experienced.
If I could there was a -5 stars I would give them that.
I have had the unfortunate experience of having to deal with them over the past decade and their lack of attention to detail, misinformation provided when needing a clear response is astonishing.
The trouble is they are never accountable for any mistakes they make or for extremely poor advice they provide during important disputes.
They must have an ever-growing line of people waiting to sue the hell out of them for such poor service.
March 8, 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
Big thank you to Kasia- prompt and very…
Big thank you to Kasia- prompt and very helpful response - much appreciated.
February 24, 2025
Reply from Pembroke Property Management
Good day,
Thank you for providing us with this feedback.
We are delighted that Kasia was able to provide a prompt and helpful response to your query.
If we can be of any further assistance, please reach out to us at support@pembrokepm.co.uk and a member of our team will gladly assist.
Kind regards,
Customer Service Team
Reply from Pembroke Property Management
Good day,
Thank you so much for taking the time to leave a review. We are very pleased to hear that your request had a prompt resolution.
If we can be of any further assistance, please do not hesitate to get in touch with us at support@pembrokepm.co.uk.
Kind regards,
Customer Service Team
Dry path
A proper path was needed next to where my car parking space is located due to it being part of the lawn..
Excellent job done to provide this
February 6, 2025
Reply from Pembroke Property Management
Good day,
Thank you so much for rating the level of service received from our team.
We are very pleased to hear that your request for assistance had a swift resolution.
If we can be of any further assistance, please do not hesitate to contact us.
Kind regards,
Customer Service Team
Great customer Service
Dealt with Kasia on the support line. Good response to multiple queries and great customer service. Very pleased with how my issues were resolved. Well done Pembroke 👏🏼
February 3, 2025
Reply from Pembroke Property Management
Good day,
Thank you for taking the time to leave a review and provide feedback to us on the level of service received.
We are so pleased to hear that Kasia was able to provide a good response to your queries and that these were resolved to your satisfaction.
If we can be of any further assistance, please do not hesitate to contact us.
Kind regards,
Customer Service Team
Failed to manage.
Failed to manage.
I have just received my annual demand for the 2025 maintenance fee with no breakdown for what we are paying. Failure last year to maintain the grass allowing it to become so overgrown it became a fire risk. Then the brickwork collapsed on our attenuation ponds which are there to control possible flooding and yet months later after advising you it is still outstanding. If I could give a lower score than 1, I would. So what do you do for our annual charge?
January 21, 2025
Unprompted review
Reply from Pembroke Property Management
Good day,
Thank you for taking the time to leave a review. This feedback is important to us.
Your concerns have been brought to the attention of the team managing this development and appropriate action taken to remediate these areas.
If any further assistance is needed, please email us at support@pembrokepm.co.uk.
Kind regads,
Customer Service Team
Five Star
I dealt with Molly on customer services who is very efficient and extremely helpful. Molly clearly knows what she is doing and went above and beyond for me which is great! You don't always get someone as helpful and friendly as Molly!
Thank you!
January 9, 2025
Reply from Pembroke Property Management
Good day,
Thank you so much for taking the time to leave a review.
We are so pleased that Molly was able to assist in resolving your query and we will share your appreciation for the service provided with her.
If we can be of any further assistance, please do not hesitate to contact us.
Kind regards,
Customer Service Team
Terrible service - Tunbridge Wells
If I could award less than 1 star, I would!
They couldn’t be further away from delivering against their values. Zero professionalism, proactiveness or communication. The worst customer service I’ve experienced from a company to date. Please avoid.
October 17, 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.
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
Broken key replaced without delay…
We needed a new lobby key urgently (the old one broke) and arranged to provide one with out delay
December 11, 2024
Reply from Pembroke Property Management
Dear Nikki,
Thank you for reaching out to us regarding your lobby key replacement. We understand how important it is to have access to your property and are pleased that we could resolve this for you without delay.
If you need any additional assistance, please do not hesitate to contact us.
Kind regards,
Customer Service Team
Quick and helpful
December 13, 2024
Reply from Pembroke Property Management
Dear Chris,
Thank you for taking the time to leave a review.
We are so pleased to hear that our Customer Service team were quick and helpful in resolving your query.
If we can be of any further assistance, please do not hesitate to contact us.
Kind regards,
Customer Service Team
Amelia is brilliant
Amelia is brilliant, quick responses great communication and problems solved in no time.
December 11, 2024
Reply from Pembroke Property Management
Dear Kayleigh,
Thank you so much for taking the time to leave a review.
We are so very pleased that Amelia was able to provide a quick solution to your problem and that it was resolved to your satisfaction.
If we can be of any further assistance, please do not hesitate to contact us.
Kind regards,
Customer Service Team
You absolute jokes
You absolute jokes. 2k a year we pay and we are left with a door that can push open with no lock. What am I paying the 2k for. DONT TRUST THESE REVIEWS you joke. I could have a locksmith out tonight. I'm hammering your socials. Hate you
December 1, 2024
Unprompted review
Reply from Pembroke Property Management
Good day,
Thank you for bringing this to our attention. We sincerely apologize for the inconvenience and frustration caused by the issue with the door.
We would like to assure you that the matter has already been reported to us and is currently being addressed. We are committed to resolving this as swiftly as possible. Should you have any further concerns or require updates, please don’t hesitate to contact us.
Kind regards,
Customer Service Team
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