Prime Property Management
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Key learning experience
UPDATE December 3rd 2024 Thanks Louise for your reply to our review below. - Prime’s policy of using junior property managers (JPM’s) for smaller units, we haven’t heard before. It explains a lot. - Your response seems like a negative reflection on Prime’s directors, as it now reads like a top-down lack of competence. - Also of note was your failure to mention our keys which Prime’s admin team lost. In summary: ‘Unforeseen’ can only be used as an excuse, so often. When mistakes do happen, and errors are made, what matters to customers is how property management companies deal with the consequences. It’s called accountability and transparency, and without these, the integrity of the whole operation is brought into question. ………………… Original review: We had just ended our contract with Prime as we were extremely dissatisfied with their management service. We asked them to return the key for the front door of our residential premises. They said their 'admin team has advised they can't locate it'.... (sounds like 'lost it', right?). There was no offer to replace the lock nor have they replied to our request to do so. It's that attitude, as the final straw, that prompts the rest of this review. We are a small voluntary residents' management company who contracted Prime in 2021 - Prime will know exactly who we are. So will the Ombudsman! We have been frustrated with Prime beyond measure, despite the strong the reviews and references we received originally. Problems seemed to start once they allocated a junior agent, to our site (Prime's fault, not the junior agent who was very nice, just likely inexperienced). Early mistakes meant Prime were forever trying to claw things back, largely missing opportunities to take proper responsibility for some of our seriously poor experiences and outcomes in the three years we were with them. It's difficult to imagine our experience would be unique, as the delays in communication and lack of transparency felt like a common feature throughout such a large proportion of our time with them. And it certainly wasn't limited to junior management. We felt tied to Prime for an excessive time, as a 10 week major building project ended up taking an extra 7 months due to early 'oversights' (for which we were expected to pay eyewatering extra associated scaffolding costs!). A really bad experience overall, shared by all leaseholders, as per our google review. From our experience we would recommend that if you are a smaller residential set-up, to go with a smaller management company, with clear complaints process. Hopefully this will allow you to request to have an experienced site manager. It felt at times that our allocated agent was very much learning on the job, without the proper support from management. Hope this review helps for you, and even maybe for Prime itself, as a way to review their accountability culture.