Prime Property Management
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Appalling experience over 1.5 years
We had an appalling experience with Prime, which resulted in us terminating our contract with them after a year. The relationship started off well and they were great on communications. However, the first issue was the quote they gave us for the maintenance of our development was c. £1000 more per person per year than we’d been quoted by the developer/ agent, and we managed to negotiate them back to only £600 over. This quote also charged us for the entirety of 2021, when I didn’t complete on my property until the August of that year. They were unable to explain why this charge was there beyond ‘it’s just how we bill’ and couldn’t justify why i was being charged a fee for their for services 8 months before i took ownership of my property. It became a ‘well that’s how it is and we’ll use your money for it whether you like it or not’ scenario, which was a running theme. Further problems then started when the gardener instructed by Prime managed to run up a £3000 bill in a matter of weeks. By Prime’s own admission they didn’t know how this had happened, it was an error and it shouldn’t have occurred. The leaseholders refused to pay it as we hadn’t agreed to the spend up front and the spend was for landscaping that should have been carried out by the developer before we all moved in. However, Prime refused to take any responsibility for the bill and used the leaseholders’ money to settle it without out permission. This resulted in us running out of money 7 months into the year, during which time no services were provided to the development. They still took their over £2000 fee though. Prime failed to deliver on pretty much everything required in the lease, including fire alarm tests, gutter cleaning, maintenance of external lights (which have now been broken for almost a year), fixing fences that were broken by the developer during the build, window cleaner etc. the list goes on. Whenever Prime were contacted to complain (including the Managing Director), we were told this is very difficult about the gardening bill, but essentially tough you’re paying it cause we aren’t. Comms from the property managers was regularly confrontational and unprofessional throughout this time. We also never received itemised accounts for any of the spend Prime undertook on our property, which spans over two financial years and that they’re legally required to provide. I’d proceed with caution if you’re thinking of using Prime.