pbm Property Management Reviews 

Following my previous review, I am updating with the current situation as it has deteriorated significantly.
The first communal leak, originally reported in June 2025, took nearly nine months to permanently fix. PBM responded to my review stating the matter was “fully resolved.” It was not. The building damage — peeling paint, damp smell on the ground floor, ceiling sections removed and never replaced — remains unaddressed months later. A contractor (Xtra Maintenance) has been named for redecoration but no start date has been provided. This is consistent with a pattern throughout this case: announcements with no follow-through.
A second communal leak is now active on the second floor, reported on 8 May 2026. A repair was scheduled for 19 May but cancelled because the required part had not arrived — the exact same issue that caused a three-month delay on the first leak. As of today, the only mitigation in place is a collection bucket inside the service cupboard, with water pouring into the corridor at regular intervals. An emergency engineer attended yesterday despite my explicit request that no one attend unless able to carry out the repair. Nothing was done. Leaseholders are likely charged for every one of these call-outs.
What makes this particularly concerning is the inconsistency in PBM’s own communications. The 19 May notification was issued to all residents confirming the repair would go ahead and the water would be shut off — implying parts and contractor were ready. The repair was then cancelled on the day. On 23 May, PBM stated the parts had only just been ordered with a two-week lead time. On 24 May — one day later — a new notification confirmed the parts would arrive the next day. These three communications directly contradict each other. No explanation has been provided. This pattern of inaccurate and inconsistent communication has been a feature of this case since June 2025.
On the bin stores: PBM’s response stated a tender had been undertaken and a start date would be confirmed “shortly.” Fixflo records show the bin store issue at this address was first raised in April 2024 and closed after 71 days without genuine resolution. It remains unresolved nearly two years later.
On the service charge increase: the explanation provided does not address the fact that the building is in a worse condition than when I moved in, with three leaks in twelve months, recurring infrastructure failures, statutory emergency lighting that failed in December 2025, a lift that was taken out of service with no repair plan, and an out-of-hours service confirmed non-functional by multiple residents during a live emergency.
I have now formally submitted a full case report and cost analysis to PBM’s directors and to Clarion Housing Group as the registered provider, and have exercised my statutory rights under the Landlord and Tenant Act 1985 to request full disclosure of all service charge invoices related to both leaks. If this is not resolved, the next step is the Housing Ombudsman.
I do not write this to be unfair. I write it because other leaseholders and buyers deserve an accurate picture of what managing this building actually looks like in practice.

PBM have been managing the block of flats I live in for the past two years. Whilst they have had some challenges outside their control, their customer service has been dreadful.

Their out of hours emergency contact service is non-existent. When leaks happen, they will only be treated as an emergency if it happens on a working day. They are slow and not proactive in addressing problems often waiting until the critical point before being forced to do something.

Their financial management is equally shambolic with contradictory communications, errors in service charge demands and slow communication leaves little to wonder why things are going wrong all the time.

Treating your flat as if it is their own home should be taken to Consumer Rights for being nothing more than a soundbite. I did a better job of sorting a problem with my flat while halfway across the world than they ever did. It honestly begs belief.

Sameer was quick to understand and fix my issue and send through email confirmation afterwards.

We were trying to purchase a flat managed by PBS and Kayleigh tried to help find out why there was no information or clarity. We ended up renting for six months while we waited for the removal of a restrictive covenant but Kayleigh was always helpful and responsive.
Thankyou

Sabrina Haghdoust was excellent. Really helpful and responsive. Thank you

I just want to take a moment to thank Sabrina for her assistance and support throughout a sales transaction that we are currently dealing with. Nothing is to much trouble, she is on hand to help, is personable and professional- thank you again, Sabrina!!

Nicki is lovely, she is always very polite and friendly and helps out whenever she can. She always answers her calls and messages, and is excellent at her job. I wish all pbm staff were like her.

Olivia Butler was super helpful and sorted my request out very efficiently. Replacement Fob on its way

Sameer Khimji did a good job sorting out some poor contractor work and also sourcing a contractor and raising a purchase order for my faulty TV aerial. His response was fast and effective.

PBM are not providing any repairs. Our bin stores are broken for more than a year with homeless people as they tell each other to squat the area. There is zero maintenance of the buildings, walls need painting, gates and doors are broken. TV satellites not working. My daughter is scared of coming outside the building. Shared ownership clarion not paying the service charge to PBM so we pay but nothing gets fixed. Total shambles

I’ve had an excellent experience with Olivia Butler from PBM. She’s approachable, genuinely friendly, and always professional. What stands out most is how quickly she resolves things — no delays, no chasing, just efficient and reliable support. Highly recommended.

Olivia was very helpful she was knowledgeable and provided feedback within a timely manor to date the team have been great

I moved into my property in 2024 and my experience with PBM has been largely disappointing. There are numerous issues within the building that clearly fall under their responsibility, yet there is little to no acknowledgement or meaningful communication about when these matters will be addressed, or why they remain unresolved. It is particularly concerning that there is reportedly a list of around 130 outstanding jobs, many of which have been dragged on for an unreasonably long time with no clear plan or timeline for completion.
PBM are, however, very quick to charge additional fees, often hiding behind overly rigid and inflexible interpretations of regulations. This creates the impression of a one‑sided arrangement, where residents are expected to pay increasing costs while receiving very little in return.
This experience is shared by many residents. The fees are high, but the service provided does not reflect them. The communal areas are so poorly maintained that I feel embarrassed to invite people to visit — they resemble those of a badly run property, and in all honesty, many council blocks of flats are far better managed.
The situation has become so stressful that my anxiety is exacerbated every time I receive an email from PBM, as these communications tend to generate frustration rather than offer solutions. Overall, this feels like poor value for money and a lack of accountability.

I have lived in a pbm property for 2 years now. I have had 3 different property managers in this time. Response times are long, that is if you even get a response (I have sent the same email twice and still yet to receive a response but others have been replied to). Lack of visits to the property from management are blamed on issues I have been raising for the last two years. There has been 0 decorative improvement to the property and fees have gone up by almost 50% (its now over £2000 a year). I would avoid ever using a PBM property.

Sabrina was super efficient, responding to our emails virtually instantly......what a breath of fresh air.

Exceptional !!

I requested PBM to register me for email communication, Olivia took my case and efficiently & quickly got the process completed in a jiffy . Thank you for the help and quick turnaround. Much appreciated.

This was a fantastic time me and my kids had much fun 🤩 I am so glad u guys do this well done, thank you

Olivia was very helpful and managed to promptly resolve my query.

Where's the ZERO STAR?? This company is the absolute WORST - it has to be.. because you cannot get any worse than this. They don't even reply to your emails let alone do anything about your complaints. Bellway need to sue this company and reimburse us for the waste of time and money dealing with these utter imbeciles and incompetent rip-offs! CLOSE THE BUSINESS DOWN - DO YOURSELVES AND EVERYONE ELSE A FAVOUR! Constant shambles; highest staff turnover I have seen - so bad that they don't sign their name on any communications because you never know who's on the other end, and ever-increasing service charges....

Bills going up and up, with no real transparency. I simply asked for a door stopper.. that was months ago and not even a reply for such a small thing!!! But of course they chase their payment when it's due!

Think of what the worst service can be, and you've got it - this is it! It cannot be worse, I promise.

Nadia and Olivia from the company were very responsive and prompt in providing the requested details. Good CRM team for Kennet Island, Reading.