Prime Property Management
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Declining Service and Unethical Practices
I am the director of a residents’ management company that was a client of Prime Property Management for seven years. While we initially had a positive experience with the company, recent developments left us deeply frustrated and disillusioned. Over the last two years, the quality of service has deteriorated significantly. Emails now regularly go unanswered, and tasks are often left incomplete or overlooked. One particularly concerning example involved fireproofing work that was required in our building’s basement. Despite waiting over a year and following up many times with two different property managers, we never received a quote or any explanation for the delay. This lack of responsiveness and attention to detail seems to coincide with the company’s transition to a four-day working week in 2023. Additionally, we encountered unapproved charges, with funds withdrawn from our account without prior notice or authorisation. Upon questioning these charges, we were presented with a new contract that included substantial additional fees hidden in the appendix, increasing their overall fees by over 30%. The start date for this contract had been backdated, and although we refused to sign it, we were told the terms were still in effect. The Managing Director, Stephen Wiles, defended this practice, stating that it was within their rights, and denied our request to terminate before the next renewal date. Furthermore, they have a questionable approach to soliciting reviews on this site by offering incentives in the form of vouchers, which has resulted in the high volume of inflated reviews that reference specific individuals. This distorts the overall picture of the company’s service, making it difficult for prospective clients to get an accurate, unbiased assessment. There is now a stark disconnect between the reviews on this site and the actual service provided. Prime Property Management has lost its way and can no longer be recommended. Having now moved to another property management company, who are far more responsive, proactive, and transparent, I am very relieved to no longer have to deal with Prime Property Management.