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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.

  1. Any complaints should, in the first instance, be directed to your Property Manager.  Please put your complaint in writing addressed to your Property Manager. If the complaint relates to a staff member, the complaint should be directed to the Legal & Compliance Director in the first instance.
  2. Complaints made in writing will be acknowledged within 3 working days and we will promptly undertake a full investigation.
  3. We will endeavour to send you a full written outcome within 15 working days.  If longer is needed, you will informed in writing, with an explanation, and given an indication of timescale.
  4. If you are not satisfied with the full written outcome response from your Property Manager, you can write to the Legal & Compliance Director.  They will review the complaint and respond to you with a statement of the final findings of the matter.
  5. If you are still not satisfied after the last stage of the in-house complaint procedure (or if more than 8 weeks has elapsed since the complaint was first made) you can take the matter up with the Property Ombudsman. The Ombudsman will request that you have exhausted the internal complaints procedure before contacting them.
    The Property Ombudsman Limited
    Milford House, 43 – 55 Milford Street, Salisbury, Wiltshire, SP1 2BP
    Tel: 01722 333306 Fax: 01722 332296
  6. If you have raised a complaint with The Property Ombudsman they will write to us requesting our version of the events. A case officer will then undertake a formal review of your complaint largely based on the documents from both sides.