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
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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Failing duty of care to residents
The management company's failure at city point in Sheffield to adequately maintain the building's lift or take adequate steps to support residents impacted by the situation is atrocious.
You can see from the copy pasted statement replying to every review that they are only interested in mitigating reputational damage, not in supporting residents.
If you are a tenant in this building and not in a renter's union, join one. If you are in a renters union, organise, get advice on what steps you can take to put pressure on them to solve the problem.
Unacceptable failure to take adequate care of vulnerable and/or disabled residents (or visitors) should have financial consequences for the responsible party.
Scapegoating a previous management company for this situation is just a tacit admission of inadequate due diligence and inspection. Pembroke should be supporting residents adequately first, and pursuing a claim against these other responsible parties if their allegations are true. Anything less is just blaming yesterday's actions for your failures today and for the last 4 months.
Edit following reply:
As you can see, the same copy & paste reply has now been added to this review as well as all the others, no interest in actually engaging with the content of any feedback or addressing specific points/concerns, the only goal is maintaining the appearance of care. A thin veneer over a callous company's rotten core.
July 11, 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
Reply from Pembroke Property Management
Good day,
Thank you so much for taking the time to leave a review.
We are so happy that Andreea was able to assist and resolve your query. If there is any further assistance needed, please let us know.
Kind regards,
Customer Service Team
Lift broken
Appalling management. Can't see my friend for months now because of broken lift. All the word salads have been put out there as to reason why but reading between the lines just leads to a conclusion that it's either people trying to cheap out on not getting the right parts, or on not using the right repair company that can treat this like the emergency it is. When hundreds of people risk not being able to live in their home if they had the smallest injury or disability, this sort of approach is just beyond reprehensible.
July 3, 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
I visited my friend in one of their…
I visited my friend in one of their properties recently on the 11th floor and the lift has been broken for months. Not only is this a poor level of service generally but is an accessibility issue for disabled guests and residents. Whether it's missing replacement parts or whatever it is unacceptable. If the parts take that long to arrive either get them manufactured or fit a new lift - neither of which would take this long.
June 8, 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
Illegal practice breaching safety laws
Illegal practice breaching safety and accessibility laws due to leaving a 12 story building without a working lift for four months. Creating fake accounts to write good reviews on here to counteract the truth. Please be careful working with this company.
July 31, 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
Still the worst management company I…
Still the worst management company I ever saw. They ignore and not responding to any type of communication, but of course the have the time to check and reply to reviews here. Also, suddenly all these generic good reviews appear when real customers start point out the real issues that haven’t been solved for 4 months.
July 24, 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
DO NOT USE!
Shocking service
Lift has been broken for months and they are just putting the leaseholders off by giving poor excuses. Quality of living is terrible and it’s all Pembrokes fault.
July 30, 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
Useless company
We asked them many times to get a new lift after 4 months and they keep finding excuses and send someone to inspect the lift and nothing different they know that we need a new lift and if they started the process a year ago when this started could’ve been replaced now.. very disappointed
July 31, 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
I dealt with them few times now…
I dealt with them few times now and I must say they are pretty quick in addressing things. I understand things cannot be done the same day or even the next day but pretty much things have been addressed with within a week…
July 30, 2024
Unprompted review
Reply from Pembroke Property Management
Good day,
Thank you so much for taking the time to leave a review. Your feedback is important to us.
We are thrilled to hear that your dealings with Pembroke Property Management have been to your satisfaction and that your queries have been addressed efficiently.
If we can provide any further assistance, please do not hesitate to contact us.
Kind regards,
Customer Service Team
Completely unacceptable.
Completely unacceptable.
I am pregnant and live on the 11th floor. We have been without a lift for over three months now and continue to be told lies. I feel like a prisoner in my own home. I now stay at my mums 3-4 nights a week because of the situation. I struggle to carry even a small bag up so many stairs, yet alone basic necessities such as washing powder etc. I am running out of everything but can’t carry enough up the stairs. All we would like is a honest answer as to when this will be resolved but we continue to be made false promises. I cannot wait to sell my apartment and leave. God help me if I give birth and have to carry a pram up? And also what would happen should I get in to difficulty and going to labour at home. Do not buy pre rent here.
July 29, 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 Service
I am living in a property manager by Pembroke and I am very upset with the service they are providing. The lift has not been functional from the last 3 months - this is only lift until the 12th floor of this building. It’s a massive inconvenience to me and I am really tired to hoping this gets solved at the earliest.
I honestly expected better!
July 29, 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
Disappointing management
I have lived in City Point building for a long time and the constant lift issues are unacceptable at this point. It has currently been out of service for 4 months, but has been an on and off problem for the past few years. It clearly needs replacing but instead keeps getting parts replaced which ultimately don't work.
I have a close family member with mobility issues who now has to struggle up multiple flights of stairs just to visit me. The other lift only reaches floor 4 and isn't an acceptable alternative when you live on the upper floors.
With the service charge increasing every year I would expect a better service than this!
July 29, 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
Hopeless managing company
Awful experience, a lift in the building I lived in did not work for 6+ months. Pembroke doesnt do anything to address this, and they blame 3rd parties all the time. 6+ months of walking 8 floors up stairs and paying full service charge...
July 29, 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
Awful
Lift broken for four months and no urgency shown to fix it.
Mushrooms growing from walls in the bin store due to damp walls.
Failure to resolve a parcel theft issue that has been repetitively going on for a couple of years. Will be selling up very soon as quality of the building has completely deteriorated over the course of the last five years.
July 29, 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
Avoid.
I’ve never lived in such a poorly managed rental property! The lift has been broken for 4 months and when you live on the 12th floor the situation becomes unbearable trying to move in furniture, food shops and when you have to go out multiple times a day.
There has been no sympathy or haste in their actions, you cannot speak to anybody when you try and call and the communication has been appalling. I was stuck in the unsafe lift and reported this and wasn’t even given a courtesy call by the company to ask that everything was alright. Avoid.
July 29, 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
No lift for more than 4 months
No serious action have been taken to solve the issue, it’s not that easy for everyone to use stairs everyday especially for elderly, pregnant women, kids, and people with health issues like me I am suffering from migraine and it’s very difficult to use stairs every day, very disappointing!!!
July 29, 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
Pembroke is the worst property…
Pembroke is the worst property management company I’ve dealt with. I’ve lived in City Point, 1 Solly Street for 10 years and I have never been unable to access the lift for more than a week. We’re now on month 4 and it’s getting ridiculous now. I pay a lot of money for a ‘’service fee’’ without actually getting the services myself and other tenants need as a basic human right. They don’t care about the elderly, disabled or families that live in this 12 story building. Absolutely appalling company.
April 1, 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 worst property management ever
The worst property management ever. I am a mechanical engineer and I easily understand the problem that may cause a fault in the lift. But this property management with the worst lifting service are full of not qualified people. Never ever trust it.
July 29, 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
Incompetent and uncaring
Slow, incompetent, uncaring, bad decision-making. Who suffers? Ordinary people trying to live comfortably. Garbage.
July 29, 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
Worst place I’ve ever lived in. No lift for 4 months
If zero stars was an option then I would. Living in City Point building in Sheffield for the past 2 years. 2023, the lift was broken for 3 months and on and off for the rest of the year.
This year, the lift has been broken for the past 4 months. They keep updating us every one month about replacing parts of the lift, but still no hope. And didn’t fix anything.
I live on 10th floor, and I have asthma. Going up stairs with all of the groceries has been the worst.
I need to relocation in a couple of weeks and there’s no sign of the lift being back to work.
The company been playing blind and keep saying sorry. Just replace the lift, come on. It’s obviously not safe.
July 29, 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
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