Review summary

pbm Property Management has mixed reviews from customers. Customers particularly appreciate service and professional, though some mention concerns about communication and expensive.

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Speed Bump concerns and noise at night24/7

We are residents of an estate on Bromyard Avenue in Acton, West 3 London, currently managed by your company since April of last year. While we do appreciate that some aspects of the estate are being handled well — such as the cleaning — there is a serious issue that needs urgent attention. Recently, a speed bump was installed in a specific area without any prior consultation with leaseholders or residents. This was done without warning, and many of us believe this was unauthorised. Although Richard from Berkeley has confirmed that he agreed to the installation, we still believe this action was improper. As far as we understand, a managing agent is not permitted to independently make traffic management decisions that affect the estate’s residents in this way. This speed bump has had negative and dangerous consequences: • Cars are now driving onto the pavement to avoid the bump — which has resulted in near-accidents, including one where I was nearly hit. • Residents living near the bump are subjected to loud, jarring noise every time a car goes over it. • Despite multiple complaints, management has refused to remove or adjust it. We are calling on Gary Cane to step in and help resolve this issue. We also ask that you liaise with the on-site manager, Abdul Aziz, who has mentioned concerns about his own working conditions — including being underpaid and not compensated for overtime. This matter is urgent, and we are requesting a full review and a direct response. The safety and well-being of residents is important.

Terry Peters

Terry Peters, is one of the many reasons why pbm has got such a bad name for them selves. She never returns calls, emails or passes messages on. I've had an on going issue now for over a year now! Which I want to see proof of the work they have carried out. They charge you Extreme service charges, but when you ask for proof, they dely you. I've just been told by terry she doesn't work on my block no more? Honestly pbm property management is so disappointing!

AM
Trying to hide their failures

Wrote quite a lengthy google review detailing my experiences with PBM. They appear to do basically nothing for the amount you pay them, and I would guess internally they’re not much better as they managed to forward me internal call stats meant for their staff. Their new tactic is deleting their google business page to hide the ever increasing list of horrible reviews to try and protect their image. Unfortunately now it just makes our block look likes it’s managed by a company that can’t even maintain a proper business online presence.

K
Horrible property management company!!

Horrible property management company!! Would have given a negative rating if possible, very common problem in the building they manage with lifts and fake fire alarms going out every now & then. The most recent is no water in the entire building since Friday 4th July 11am. Almost 190 families are devoid from the most basic necessity WATER. Actions which PBM should have taken on Friday itself were delayed until yesterday and there is no hope of water returning to our taps until tomorrow 9th July. Its chaotic, cant write much of how poorly PBM is managing this building in Croydon.

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302 total • Write a review

Showing 121 - 130 of 298 reviews
MS
5 out of 5 stars

Appreciation. I have been a resident at Orchid Court…

I have been a resident at Orchid Court for approximately 6 months. On several occasions I’ve had to contact PBM to resolve issues concerning either my apartment or the building. I have liaised with Mihir Shah and I can only say he has been phenomenal in keeping me updated on progress. He is an absolute asset to your company. Friendly, helpful and very efficient. Kind regards, Suzana Islam.

Date of experience: November 7, 2024

RC
5 out of 5 stars

Service charge overpayment

Due to a miscommunication my Service charge was paid twice, when I called and spoke to Jolie, the supervisor she was quick to reassure me that once both payments had been received, PBM would refund 1 lot back to me asap. Thank you for your help, kindness and understanding, that is quite rare in client service these days!

Date of experience: November 6, 2024

VP
1 out of 5 stars

So many issues…

Our experience has been far from the excellence promised by the company. PBM was assigned by Bellway as the building management company for our building 3 years ago. If I say we managed to have a couple of clear and transparent answers from the company in regards to issues raised it would be very generous. Since the building work was finished that several issues have been raised to the company and nothing has been made so far, only promises that the team was looking into those for us. We have issues with allocation of electrical car point charges, electricity provider changes and late fee payments of invoices that have been dragging our communal fees up. No transparency on what exactly we are paying for in the service charges, besides the fact that every year they award themselves a 10% increase of fees, which goes against the service they have been providing for years, when we think they can’t get worse they always manage to make it happen. We are now stuck in a limbo between them and Bellway in order to get directorship of the building as to many issues are still open and no one takes responsibility over it. It doesn’t help that we seem to have a different building manager every couple of months to which we have to keep explaining over and over again the same issues.

Date of experience: October 21, 2024

D
1 out of 5 stars

"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....

Date of experience: October 19, 2024

AA
1 out of 5 stars

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.

Date of experience: October 19, 2024

K
5 out of 5 stars

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!

Date of experience: October 17, 2024

A

AS

US

5 out of 5 stars

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.

Date of experience: October 16, 2024

T
5 out of 5 stars

Great

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

Date of experience: October 11, 2024

AA
1 out of 5 stars

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

Date of experience: October 5, 2024

MJ
1 out of 5 stars

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.

Date of experience: September 27, 2024

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