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Pembroke Property Management

Contact us

Contact details

Tel: 0333 344 2100

Find our forms. Click here
Out of hours emergency. Click here
For our complaints procedures Click here

For our privacy policy, click here


South East Office (HQ)
Foundation House
Coach & Horses Passage
Tunbridge Wells
Kent TN2 5NP

London Bridge Office
8 St Thomas Street
London SE1 9RR


Resident forms

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Out of Hours service

Pembroke Property Management offers an out of hours emergency line to our clients.

This ensures residents of the developments we manage have access to a dedicated professional team who will provide emergency assistance whenever it is needed.

Our office hours are 9am to 5pm, Monday to Friday (excluding Bank Holidays).  Outside of these office hours, the emergency contact number to dial is 0345 600 5672.  This is available 365 days a year, including evenings, weekends and Bank Holidays.

For further information and guidance as to what constitutes an emergency. Click here

Our complaints procedure

Pembroke Property Management strives to provide a high-quality standard of service to all our clients.  Should you ever feel dissatisfied with our service, we want you to tell us about it.  Our aim is to deal with any concerns fairly and quickly and we hope that our complaints procedure will resolve any such issues. 

If you have a complaint, please put it in writing to us, including as much detail as possible.  We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter). 

What will happen next? 

  • We will send you a letter or email acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure. 
  • We will then investigate your complaint. This will normally be dealt with by an office manager, who will review your file and speak to the member of staff who dealt with you.  We will endeavour to send you a formal written outcome of our investigation within 15 working days of sending the acknowledgement letter or email. 
  • If, at this stage, you are still not satisfied, you should contact us in writing again and we will arrange for a separate review to take place by a senior member of staff. 
  • We will endeavour to write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter. If longer is needed, we will inform you in writing, with an explanation, and give you an indication of timescales. 
  • If you are still not satisfied after the last stage of the in-house complaints procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge:

The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP

01722 333 306 

 Please note the following: 

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.  The Property Ombudsman requires that all complaints are addressed through this in-house complaints’ procedure, before being submitted for an independent review.