Recently dealt with Preferred Management Solutions. Ray was exceptionally good from start for finish. Ray organised a visit to see if a brand new boiler could be fitted from an old back boiler,... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I had an emergency boiler breakdown at 1am. Unfortunately I couldn't make direct contact with utility warehouse at that time & in a panic called for outside help to make the boiler safe for my 93 yea... See more
Company replied
Ray and Joel were absolutely amazing and made my experience run smoothly with their professional and polite manner. I spoke with Ray several times during a very tough journey with my boiler but his a... See more
Company replied
Really pleasing outcome after a bit of confusion initially about cover for a home emergency. Nick has been brilliant, thorough, empathetic and did what a lot of customer service operatives don't do in... See more
Company replied
Company details
About Preferred Management Solutions
Written by the company
We manage. We repair. We restore.
Connecting insurers, homeowners and property owners to best-in-class trades, locally, regionally and nationally.
Based in our 24/7/365, 100-seat call centre in Newcastle-upon-Tyne, we are ideally situated to provide our services across the length and breadth of the UK and Northern Ireland.
Contact info
4-5 Merchant Court Monkton Business Park South , NE31 2EX, Hebburn Tyne and Wear, United Kingdom
- 0191 422 8826
- info@wearepreferred.co.uk
- www.preferredmanagement.co.uk
4.5
Excellent
2K 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 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from Preferred Management Solutions
Thank you for your feedback! I am pleased to see Jane was able to assist you and meet expectations. I will certainly pass on the feedback to Jane.
Kind Regards,
Vicky
Head of Customer Success
I have Direct Line landlord insurance…
I have Direct Line landlord insurance and had an issue at my rental property. Thankfully Shane at the claims centre dealt with my problem quickly and professionally. He took responsibility for the issue and coordinated between the attending engineer and the tenant. Shane also kept me updated on progress. This the kind of service that would make me recommend Direct Line to anyone. Raymond a satisfied customer.
July 8, 2025
Unprompted review
Reply from Preferred Management Solutions
Thank you so much for your kind words and for taking the time to share your experience. We're thrilled to hear that Shane provided such exceptional support and ensured your claim was handled swiftly and professionally. We always strive to deliver service that makes life easier for our customers, and it's comforting to know Shane made that happen for you.
Your recommendation means a lot to us, and we’ll be sure to pass on your praise to Shane and the wider team. If you ever need anything in the future, please don’t hesitate to reach out.
Thank you
Vicky
Head of Customer success
BEWARE OF EMPTY PROMISES
I cancelled my UW breakdown service with this company for the following reason
Due to a loud banging issue with our boiler I requested a call-out, but was told, as it is still working - no can do!! It finally gave up the ghost and instead of getting someone out immediately, I was told until you pay the £60 call-out fee, we will not book anyone and it will not be same day! So I got a local gas engineer the same day who managed to fix the issue, but in doing so I had to pay £100 for his time,etc. I submitted this to get some form of payment back from this company, but all I got was a £40 offer, which I finally accepted. That was back in May'25. I then asked when I could expect the payment and was told within 30-days. Well that 30-days has well and truly expired and I am posting this to warn people about their empty promises. I can only hope (being a UW disty and customer) that they seek out a more honest company than these rogues.
May 8, 2025
Unprompted review
Reply from Preferred Management Solutions
Thank you for your message and for sharing your recent experience with me.. I'm genuinely sorry to hear about the difficulties you faced and the frustration it caused, I understand how stressful it can be when boiler issues arise, especially at short notice.
I’d like to offer a little context to your experience; while we always strive to respond promptly, the policy is clear in that it covers you when the boiler in non-operational. This is designed to ensure we are handling emergencies and not general maintenance issues.
With regards to the £60 call-out fee, it’s a standard part of your contractual agreement and something we cannot change.
I am glad you were able to have the issue resolved promptly through a local engineer, and I'm sorry that the time to reimburse you didn’t meet your expectations. I am keen to get this resolved for you promptly and ensure that the payment is received.
Please email me your details to feedback@wearepreferred.co.uk so I can prioritise this for you.
Look forward to hearing from you soon.
Vicky
Head of Customer success
Guy attended at 12.44pm on 3.7.25
Guy attended at 12.44pm on 3.7.25, left within 3mins as he used an alun key to turn a screw on a top hinge of my front door. Left and said he fixed it.
The problem is still there this evening where the front door lock is jamming. It is the lock which needs replacing and not tightening a hinge.
Not sure why but their website shows that the engineer turned up after 14.00hrs same day and left at 16.50 pm when he actually left within 3 mins after he arrived at 12.44pm.
Something seriously doesn't add up !!!
July 3, 2025
Unprompted review
Reply from Preferred Management Solutions
Good afternoon,
Thank you very much for bringing this to our attention. I sincerely apologise that you are still experiencing issues.
Could I kindly ask you to email your details to feedback@wearepreferred.co.uk? I will arrange for an agent to contact you to make the necessary arrangements for an engineer to visit you again.
I look forward to hearing from you.
Best regards,
Vicky
Head of Customer Success
Customers feed back on a recent experience …
The customer service ladies are always very helpful and polite on the telephone.
But, on the 2 instances I have asked for and email to give me an update on the situation with my claim, as I do not answer my mobile phone while I am on holiday out of the UK, I did not get an email, but a number of phone calls, which I didn't answer, but called for an update on my return to the UK.
If you can listen to the customers requests and act upon what was asked for, that would be great.
June 25, 2025
Reply from Preferred Management Solutions
Thank you for your message and for your kind words about our team. I’m pleased to hear they have been helpful and polite during your calls.
I sincerely apologise that your request for updates via email was not followed.
Thank you again for bringing this to our attention. Should you need anything further, please don’t hesitate to get in touch.
Thanks,
Vicky
Head of Customer success
Terrible ongoing experience
In early March this year I made a claim for emergency roofing work through Allianz. Allianz instructed PMS to arrange the emergency work. This involved the erection of scaffolding on my drive. This was arranged promptly and the work carried out in under an hour on 18th March.
The scaffolding was not however removed by the scaffolders employed by the roofers employed by PMS. Having repeatedly requested the scaffolding's removal and been told variously that the scaffolders were on holiday I was told on 4th June that the roofers could no longer be contacted I was told to request assistance from my Local Council. This I found incredulous as the scaffolding was entirely on my property. On 5th June I was telephoned by PMS to be told that my complaint about the situation would be dealt with by Allianz and they would not do anything further to assist.
PMS have no idea who the scaffolders are and neither do I as the turned up in a lorry with no livery or name. This is astounding for a company (PMS) whose website advertises that all tradesmen instructed by them are fully trained, accredited and insured.
The simple resolution of the matter would be for PMS to arrange for the removal of the scaffolding. This seems beyond the capability of a company whose business is arranging the attendance of contractors.
Over 3 months on I have an unusable drive and have scaffolding providing a security risk to my home.
March 18, 2025
Unprompted review
Reply from Preferred Management Solutions
Good afternoon,
Thank you for taking the time to share your experience, and we’re very sorry to hear about the difficulties you've faced following the emergency roofing work arranged in March.
We understand how frustrating and inconvenient this ongoing situation with the scaffolding has been for you, and we sincerely apologise for the delays and lack of resolution to date. This is certainly not the standard of service we aim to provide, and we appreciate you bringing it to our attention in detail.
While we are continuing to look into this matter internally, we would encourage you to reach out to us directly at feedback@wearepreferred.co.uk so that we can ensure your concerns are escalated and addressed appropriately. Please include any relevant reference numbers or further details to help us investigate thoroughly and assist you more efficiently.
Thank you again for your patience, and we hope to bring this matter to a suitable resolution as quickly as possible.
Look forward to hearing from you.
Kind Regards,
Vicky
Head of Customer Success.
Recommending a great service
I would recommend UW home & boiler cover. This has helped me twice this year with a new heating pump & a leaky pipe which was right behind my boiler.
The engineers were very knowledgable, helpful, tidy & approachable. They were thorough & did a great job, thank you very much.
June 18, 2025
Unprompted review
Reply from Preferred Management Solutions
Thank you so much for your wonderful feedback and recommendation! We're delighted to hear that your UW Home & Boiler Cover has been helpful on multiple occasions this year. It's great to know the engineers impressed you with their knowledge, professionalism, and attention to detail—just the standard we aim for. We’ll be sure to pass along your kind words to the team. Thanks again for choosing us!
Thanks again,
Vicky
Head of Customer Success
The customer service given was excellent.
The customer service given was excellent. All the staff went the extra mile to be helpful. I need to single out 2 of these staff, Katie and James M. I had most dealings with them. They kept me updated with every development. Preferred Management helped me resolve the issue of mice infestation.
June 18, 2025
Unprompted review
Reply from Preferred Management Solutions
Thank you so much for your kind words and for taking the time to leave this review. We're thrilled to hear that you had such a positive experience with our team. Katie and James M. will be especially pleased to know their efforts made a difference—they truly embody our commitment to going the extra mile for our customers. We're also glad we could assist in resolving the mice infestation and provide the support you needed throughout the process. If you ever need anything in the future, we're always here to help.
Best regards,
Vicky
Head of Customer Success
Fast first class engineer thank you
June 16, 2025
Unprompted review
Reply from Preferred Management Solutions
Amazing! Glad to hear this. We will pass this feedback on to the Engineer whom attended.
Kindest regards,
Vicky
Head of Customer success
Kim who has handled my case with care…
Kim who has handled my case with care and empathy at this difficult time for me ,she is absolutely brilliant.
June 11, 2025
Unprompted review
Reply from Preferred Management Solutions
Thank you kindly for the feedback. Im glad we have been able to assist you.
Best regards,
Vicky
Head of Customer success
Excellent insurance claim contractor
Got off the phone to my home emergency insurance provider and i was called by Katie from Preferred within literally about 10 minutes. Roofing contractor attended about 2 hours later and fixed the problem and we had a good chat about the general state of play with the roof and options for further work if it leaked again. Katie then called back to summarise about an hour later. Superb service start to finish!
June 10, 2025
Unprompted review
Reply from Preferred Management Solutions
Thank you kindly for sharing your feedback surrounding your customer journey and especially feeding back on your interaction with Katie. I have since, shared this feedback with Katie!
I'm pleased she was able to support and guide you through tis critical time! I do hope all is well!
Best regards,
Vicky
Head of Customer Success
Reply from Preferred Management Solutions
Thank you for kindly providing your feedback following your customer Experience with us.
It is very much so appreciated!
Best regards,
Vicky
Reply from Preferred Management Solutions
Good morning,
Thank you for sharing your experience! I am glad we were able to assist you, and our dedication has shone through!
Warm regards,
James at Preferred
Quick, experienced & polite
Thank you, very prompt, experienced roofer arrived, was polite, respectful, considerate, provided advise, and cleared the problem.
June 6, 2025
Unprompted review
Reply from Preferred Management Solutions
Hi,
You're welcome! It is a pleasure to have been of assistance!
Warm regards,
James at Preferred
Central heating boiler service was…
Central heating boiler service was carried out by a lovely engineer who was polite and did a thorough job looking for a leek that had been noticed. Engineer explained everything and within half an hour I had a call from the Insurance Department to arrange a claim to get the work done. Amazing service
June 6, 2025
Unprompted review
Reply from Preferred Management Solutions
Good morning,
Thank you for sharing your experience with our contractor and team! I am delighted we were able to assist you, and the boiler issues were identified and resolved in a prompt manner. I will pass this on to the team!
Kind regards,
James at Preferred
Absolutely delighted with both call…
Absolutely delighted with both call handlers and the engineer, who attended my property. The call handlers were very pleasant and helpful. The engineer was very friendly, secured my window, he was knowledgeable, assisted me to find the parts needed, and what website to use. I would 100% recommend this engineer/company to everyone I know.
June 5, 2025
Unprompted review
Reply from Preferred Management Solutions
Good afternoon,
Thank you for sharing feedback regarding your claim journey!
I will ensure this is fed back to the agents and contractor!
Warm regards,
James at Preferred
Superb
Paul was fantastic. We had a terrible leak that was cascading through the lights from the bathroom upstairs into the kitchen and we were initially told we’d have to wait over 12 hours for a plumber to attend. I spoke to Paul about my concerns and the plumber was with us within two hours. Amazing!
June 3, 2025
Unprompted review
Reply from Preferred Management Solutions
Good afternoon,
I am pleased to hear we met expectations during your claim and were able to assist you during this stressful time! I will ensure your feedback reaches Paul.
Kind regards,
James
Brilliant service
The service I have receive was five star. The call centre staff were really helpful and efficient. The locksmith was amazing. Patience, kind, in what was a stressful locked out situation. As I am profoundly deaf he made sure I understood what he said without shouting or losing his patience. I have no hesitation in recommending this company and its staff to anyone in need of a locksmith. Brilliant service.
June 4, 2025
Unprompted review
Reply from Preferred Management Solutions
Good afternoon,
Thank you for providing us with your feedback and experience with our claims team, contractor and the assistance provided during your Home Emergency!
This aligns with our key values, and it is fulfilling to see this shines through. I would like to make the team and contractor aware and forward this on. Please could you provide your claim details via feedback@wearepreferred.co.uk in order to locate your claim and provide the feedback to the relevant departments.
Kind regards,
James at Preferred
Friendly and efficent
June 1, 2025
Unprompted review
Reply from Preferred Management Solutions
Good afternoon,
We are pleased to hear of your feedback, and an efficient friendly assistance!
Kind regards,
James at Preferred
Very pleased …
The phone was answered extremely quickly and the agent handled my enquiry professionally, changing my boiler service to another date with no problem.
June 2, 2025
Unprompted review
Reply from Preferred Management Solutions
Good afternoon,
Thank you for your feedback! I am pleased we have been of assistance and will pass this on to our Boiler Servicing Team!
Warm regards,
James at Preferred
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.