""Redifining customer experience in…"

"Redifining customer experience in block sector" ... This bold, but unfortunately false statement from the managing director of PBM is a perfect example, how far managing agents are from reality at people's homes and instead the picture is completely opposite. When you take over a new build development and in just over 2 years of management, you succeed to downgrade your reputation, puts the question, why are you doing it at all.

Communication which is the most crucial element is completely missing in all levels - from the property manager to the managing director as well. After I had to submit a formal complaint, it didn't get responded as per PBM own internal timeframe. Despite follow up ups sent to various people includung the managing director Gary Cane, no one has ever bothered to respond. When you call, you are told by the customer service team that your message will be passed on, but you don't actually get a call back at all. So this eventually turns into a 1 way communication. Luckily I work in this field, as an accountant, so conducting review of costs myself, there have been many outstanding issues which nobody at PBM can actually properly back their decisions and some generic answers are provided... if they work.... I would not recommend them as an agent and a free advise for leaseholders: closely monitor how your monies are spent. You will otherwise be really shocked....

"Worst property management we ever…"

Worst property management we ever handled. They do not handle processing our service charges on time, so they give us the late fees to pay there errors. Sending unreasonable fee increases with out explaining why. Terrible customer service and unprofessional.

"Amazing admin help!"

The whole admin team have been really helpful in getting responses sped up by the property management team. Thank you to Jolie and her colleagues!

"PBM have been the managing agents of…"

PBM have been the managing agents of our development for the 6 months. They have been much better than the previous management agency who were utterly incompetent. Abdul Aziz, who's our estate manager, so far has been very proactive in addressing the issues and maintains a great line of communication with the residents.

"Great "

Jolie Slater is definitely your person of contact. Very quick and efficient.
Thank you

"Took months to answer solicitors…"

Took months to answer solicitors questions and charged £540 administration fee, could have paid extra for it to be fast tracked but felt that this was just another way of capitalising on the situation

"Disappointing Experience with PBM: All Talk and Charges, No KPI, SLA & Action"

Disappointing Experience with PBM: All Talk and Charges, No KPI, SLA & Action

I’ve been dealing with PBM since April, raising serious concerns about issues within my estate. Initially, I reached out to the estate manager, hoping for some resolution. Despite their polished responses, absolutely nothing has been done to address my concerns. They even went as far as erasing my query from their Fixflo system.

Over the months, I escalated the matter—first to middle management in July, then to the director and CEO, following PBM’s own complaints handling procedure (CHP) in August. Despite including the developer in my communications, I am still being ignored.

It’s incredibly frustrating that while my emails and complaints, along with those of many other residents, continue to be disregarded, we are still charged service fees with no transparency regarding KPI (Key Performance Indicators) or SLA (Service Level Agreements).

Despite my best efforts to follow their CHP and reach out to higher management, there has been no resolution. I expect better from an estate management company, especially one that claims to value its residents.

PBM’s handling of the estate, along with their response to my concerns and complaints, has been extremely poor and unprofessional. It seems that this may be reflective of their true standard operating procedure and company culture.

"Cannot manage Waste Collection "

Generally, PBM is not work as a property management company…. even cannot manage Waste Collection properly!

"Better to be without a management company than PBM!"

I dont want to repeat myself. But every comment made previously with a single-star review applies to PBM. Not sure how they are still managing to keep up their business with this level of service!

"They are just the opposite of what is expected from them, to make things easier for the residents "

PBM has mastered their skill of not keeping any transparency with the residents regarding the invoice and expenses. Their response time to any issues raised, is extremely poor, even after multiple follow-ups we barely get any response. When asked for have frequent meetings with residents over open issues and regular expenses, they simply refused. And finally the yearly service charge invoice is requested without any proper invoice or breakdown, very shady.