Preferred Management Solutions Reviews 1,903

I found Caitlyn to be absolutely excellent and was so caring and friendly. She constantly kept me informed and reassured me. Thank you. ☺

The engineer turned up at what must have been near the end of his shift
Looking at the job he said it would be difficult but he got on with doing it and checked everything was working before he left over an hour later. Brilliant

Could not thank the guy enough. He was so good and very polite. I would highly recommend. Well done preferred and thankyou

I would like to thank Katie, she was very helpful with an issue I had at a property.
It took three visits to fix the issue as it wasn't an easy issue to diagnose. As it went from a drainage team to a plumber. This caused a lot of stress but Katie was quick to find solutions and calm when I was getting frustrated. I am very grateful to her and the people that fixed the issue.

I had an issue with my boiler just before Christmas where I had a leak and didn’t have any hot water or heat. I called Preferred Management who said they would send out an engineer asap. Unfortunately I have LPG so there was limited engineers who was LPG registered who were available with it being Christmas holiday time. My husband was due to come out of hospital,
And obviously we needed him to come home with warmth and hot water. PMS pulled out all the stops to get an LPG engineer which they did. Paul who worked there, was amazing he did everything possible to make sure we was going to be ok. He rang us constantly to make sure we were ok and kept us updated. So thank you Paul for all your help and support. We got there in the end, so all is good. Would definitely recommend.

service provided by preferred management was fist class / excellent. Customer service communication between the customer and the team was also excellent.

The engineer did not complete the tempoyrepIr satisfactoo

Avoid at all costs. They will drive you insane!
I took out a landlord’s emergency repair contract with Direct Line Insurance around 5 years ago. It was very good for a while but then they recently changed to Preferred Management Solutions to handle emergency home repairs.
Direct Line make al kinds of claims about giving you unlimited call outs covering the cost of any repairs up to £1500 per visit. This appears to be a bogus and false claim.
Back in August my tenant’s boiler started to break down and lose pressure.
The bath tap also failed.
Over the course of about a month they sent out 4 so called heating engineers who could not diagnose or repair the boiler or tap faults.
They then promised that an engineer would come out to pressure test the system. We waited a month, but no one ever turned up.
I had to chase around 10 times via phone calls etc but got nowhere with any help.
So, I had to get my own engineer to replace the tap that just had a faulty valve insert.
He also tested the boiler and found that it had a faulty heat exchanger. Preferred Management Solutions engineers had failed to identify a serious fault.
By then nearly three months had gone by and the boiler had been breaking down twice per week.
Preferred Management said they would refund my costs of £144 paid to my engineer and compensate us for the inconvenience to my tenants.
Direct Line also claim on TV adverts that if they can’t repair your boiler they will replace it.
Three months later Direct Line and Preferred Management Solutions are not returning my emails and can’t be bothered to help.
The only thing they are good at is thinking up multiple excuses to not help.
My tenant’s boiler is now breaking down three time per week.
I now have a repair bill of £2000 with no promised help from Direct Line or Preferred.
I am now reporting this to GAS SAFE as I am concerned that their engineers are not able to diagnose serious boiler faults.
I am also reporting this to the Financial Ombudsman and Resolver
Avoid at all costs. Both companies will drive you insane!

A miss diagnosed leak caused major problems for our downstairs neighbour. Communications were incredibly poor. In the end, it took over 2 weeks and multiple phone calls to resolve. After that we received an inaccurate response to the complaint we made about the extremely poor service we had received.

I rang UW as I had a leak from my boiler.
This company managed the call.
They have been excellent from start to finish.From the first call to communicating by chat after the call, the chat responder was really professional and helpful too.They responded within 24hrs.
They were all polite, professional, efficient and very helpful.
The engineer they sent ‘Matthew’ was equally as good, he was a pleasure to have in my home.He had all of the above attributes as well as being respectful and tidy. Good job well done, thank you.

Great service except for long wait to speak to agent

Very friendly and informative.. sorted everything out straight away

Boiler repair required. My 87 year old mother had home emergency cover and she was passed over to Preferred management to arrange a priority visit to repair the boiler as she had no heating or hot water. They were unable to send anyone that day (Wednesday) but arranged an appointment with for the following morning between 10-2.
I received a text message confirming appointment. At 2.35 am I received another text saying the appointment had been booked with a different engineer for the same day but now 2-4. The engineer did not arrive by 4 so I called Preferred and they said the engineer had told them at 2pm that he wouldn’t be able to attend today. There had been no communication with us to let us know that this had happened. Preferred then said that they were unable to get anyone else out today (Thursday) but could arrange for the engineer to call tomorrow between 8-5. I had no choice but to accept this. Preferred did suggest I call the home emergency cover company to see if they could do anything. I contacted them and was told they would agree for me to contact a local heating engineer and claim the cost back. I did this and had an engineer at the property 45 mins later. The HE company cancelled the appointment with Preferred. Whilst the local engineer was working on the boiler, the engineer booked by Preferred turned up. He told me he had not cancelled the appointment this afternoon but had told Preferred that he would be there later that afternoon. He had not received anything from Preferred telling him it had now been moved to Friday or that that appointment had subsequently been cancelled. A total lack of communication from Preferred Management with both the customer and the engineer. Very poor service from them. Would not recommend using this company.
Update - company did apologise (see response) and sent some flowers to my mother (although they were addressed to me).

At first I was left feeling very disappointed with my first attempt to make a claim.
I really was thinking about not renewing my policy next week. I contacted UW again and Lilly took my call all I can say is that she is a credit to UW she was so understanding and helpful and understood that having to wait 8 days to repair a toilet leaking from the main pipe to the sewage outlet was not very good as it is our only toilet and we are old and disabled.I was going cancel and get a plumber in and stop my UW membership. Lilly is a wonder she was so kind and indeed did get the repair brought forward and made sure we were safe and happy .She cared and told us to contact her again if we needed any more help. Please make sure she gets the recognition for her care and empathy she is a star.

Excellent, professional and prompt service from start to finish. The engineer attended swiftly and was able to sort the issue and prevent further damage. Much appreciated.

When I eventually got through to Jane , she sorted everything out for me, as lovely lady who couldn't have been more helpful
The problem is getting to speak with someone in the first place it took 32 minutes to get to speak with this helpful lady

Dear Faith and Kevin,

I wanted to take a moment to express my sincere gratitude to you both for the way you handled my recent situation.

Faith, your professionalism, respect, and determination truly stood out. You fought my corner with dignity and fairness, balancing empathy for me as a customer with loyalty and integrity toward your company. It meant a great deal to feel genuinely heard and supported throughout the process.

Kevin, thank you for your understanding and the empathy you showed. Your reassurance and calm approach helped me feel confident that the matter was being taken seriously and would be resolved—and I’m so grateful that it now has been.

It’s rare to experience such genuine care and professionalism, and I wanted to make sure you both know how much it’s appreciated. You turned what could have been a very stressful situation into a positive experience, for me, and for that, I’m truly thankful.

With kind regards
Hazel

Making the initial phone call to completion of the repair took less than 2 hours. Very efficient.

Excellent service and customer care.less than 48 hrs from phone call to report our boiler fault to the engineer coming to fix it. Thank you